Settings tab

In the Settings tab, you can change details and settings for your account and application.

Enquiry Registration

Here you can decide if your categories should be collapsed by default, instead of being expanded. If you have many categories or topics, this will probably make your registration easier and faster.

Edit User

Here you can edit relevant information about your user account in Puzzel. You can change your name, email address and mobile number (if given access), and you can change your password and language settings.

Keyboard Shortcuts

Puzzels agent application is based on tabs and widgets. Hence, we have split our keyboard shortcuts in a similar way:

• Application Shortcuts
• Widget Shortcuts

Application shortcuts are general shortcuts used independently of tabs and widgets in use. Widget Shortcuts are used particularly on widgets in tabs and are only relevant when the widget is in use.

Below is a table of Application shortcuts.

Below is a list of widget shortcuts

Phone Widget:

Call Widget:

Softphone

Here you can enable/disable softphone and set softphone parameters.

Ringer

In Ringer, you can define where you want softphone calls to ring. Usually, agents choose their default headset for this. You can also define where you want softphone calls to ring additionally. Usually, agents choose their PC speakers for this, so that they can hear calls also when not wearing the headsets.

Auto-answer

With auto-answer, you can enable incoming calls to be auto-answered. When enabled, you will hear a short sound when receiving a call, to prepare you for the conversation about to take place.

Audio control features provided by browser

Auto Gain Control

Automatic gain control is a feature in which a sound source automatically manages changes in the volume of its source media to maintain a steady overall volume level. This feature is typically used on microphones, although it can be provided by other input sources as well.

Default Browser Setting is "On". For most cases, we recommended leaving the value to "Use Browser Setting"

Change to Off if you notice unexpected fluctuations in microphone gain during calls.

Echo Cancellation

Echo cancellation is a feature which attempts to prevent echo effects on a two-way audio connection by attempting to reduce or eliminate crosstalk between the user's output device and their input device. For example, it might apply a filter that negates the sound being produced on the speakers from being included in the input track generated from the microphone.

Default Browser Setting is "On". For most cases, we recommended leaving the value to "Use Browser Setting"

Noise Suppression

Noise suppression automatically filters the audio to remove background noise, hum caused by equipment, and the like from the sound before delivering it to your code. This feature is typically used on microphones, although it is technically possible it could be provided by other input sources as well.

Default Browser Setting is "On". For most cases, we recommended leaving the value to "Use Browser Setting"

Sound quality test

If you are uncertain of how you sound during a softphone conversation, you can perform a test call. When starting a test call, you are prompted to record a short monologue that you can listen to straight after. Just follow the instructions and check how you sound. This feature requires you to be logged off queues.

Written Requests (chats, emails and social requests)

Here you can decide in pressing Enter/Return on your keyboard should result in the message being sent or the cursor being navigated to the next line. If this option is checked, you can still navigate to the next line by pressing Shift + Enter, when writing a message. This is relevant for chat- and social requests.

Notification

Here you can see and edit settings for playing sound and showing notification (toaster) for incoming requests. Note that there are notification-time limitations in the browser that override the toaster display time in these settings.