This article provides an overview of changes and additional features planned for a release on 14 October 2025.

The changes made in this release concern Puzzel Contact Centre & Puzzel Workforce Management.

These release notes are preliminary and features in this document are merely planned features for the release, which is still in the process of being tested thoroughly. Puzzel reserves the right to postpone the launch of any feature described in this article.

Note that some of these features may require a customised set-up before they can be activated. In addition, some features may have a set-up and/or monthly cost element associated to it.

Puzzel Contact Centre

Agent application

2Globes headset integration 

We have implemented support for 2Globes headsets. If you have one connected a banner will appear that prompts you to enable the integration. 

The integration covers:

• Call controls
  • Accept/Reject/Hang-up
  • Mute/Unmute
  • Hold/Unhold
• Headset native noise cancellation 

Single session enforcement 

Previously, if you had the app open in multiple places, it could cause missed calls as they might have been directed to the wrong session. To fix this, we’ve introduced a new feature that automatically logs you out of previous sessions when you sign in from a new location, making sure you don’t miss any calls.

If your company prefer to stay logged in from multiple places, this can now be toggled in the admin settings under Users -> Products -> Agent application -> Allow multiple concurrent logins. 

Admin Portal

Minor improvements

• On the legacy sign in page (admin.puzzel.com) we have added a reminder about the transition to new sign in with Puzzel ID.
• Fix/simplification related to sign out and clicking 'Back to PCC Admin' when the user was signed-in using Puzzel ID and SSO.

End-of-life for SMS Survey

We have now announced End-of-life for the legacy SMS Survey, since Customer Insight is replacing it. 
Please see the full announcement here.

Archive - call recording file format changing from MP3 to OPUS 

As announced in Release notes 10 June 2025, we plan to change format from MP3 to OPUS for new call recordings inserted into Archive during the next few weeks, for customers with Conversational Intelligence. Both the Admin Portal Archive's player and the Agent application My call recording player support both MP3 and OPUS, so users will not notice this change when selecting to play a recording file. We will later inform before we change from MP3 to OPUS in Archive for customers not using Conversational Intelligence.  

Call recording files delivered to Puzzel's FTP server

• If Puzzel delivers call recording files on WMA format to Puzzel's FTP server where you fetch them, please contact support to change to another format before WMA's end of life, which is 31 December 2025, ref this announcement.
• If Puzzel delivers call recording files on WAV format to Puzzel's FTP server where you fetch them, we recommend that we change to OPUS for you, since OPUS files are significantly smaller in size and still with very good quality. Please contact support if you want this. 

Puzzel Workforce Management

• Show the time that activity requests were created, not just the date
• Standardise schedule engine behaviour when min/max hours cannot be met
• Move the create button on the adherence activity mapping page
• Updating an activity mapping did not save