This article provides an overview of changes and additional features planned for a release on 17 February 2026, and a few important announcements and reminders.
The changes made in this release concern Puzzel Contact Centre.
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 - Admin Portal
New Home page gradual rollout
Over the coming weeks, a new and improved version of the Admin Portal's Home page will gradually roll out to all customers. On today's Home page we show the selected parameters (as configured on page Users - Products under Homepage) in a 2x2 or 3x3 grid, while on the new Home page we show the selected parameters above the 'Traffic today' chart.
New Real-time pages - minor bugfixes
Most customers already see the new, refreshed Real-time pages (Queue Overview, Ticker, Wallboard etc). Several minor bugfixes for these pages were deployed 12 February 2026.
New features
Call recording storage time based on Enquiry Registration
As announced in release notes 3 February 2026, the new feature Call recording storage time based on Enquiry Registration Topic is being rolled out gradually, but please contact Puzzel if you want access early.
Edit call recording's storage time in Archive
In this release we launch a related feature in the Archive; Admin users with special access can edit individual call recording's storage time in Archive. This feature is needed in case an agent selected the wrong Enquiry Registration Topic (that set the storage time) or forgot to register, and you need to adjust the call recording's storage time. More details here: Enquiry Registration - Days to store recording
Announcements and reminders
SMS → Survey page in Admin Portal will be retired – 3 March 2026
All customers previously using the legacy SMS Survey have now been migrated to the new Customer Insight solution. Historical data from the legacy SMS Survey remains available in Archive, Raw Data, and Statistics reports.
As a result, the Admin Portal page SMS → Survey will be retired in the evening of 3 March 2026.
If you currently use — or have previously used — the SMS → Survey page and need to extract any historical data directly from this page, please ensure this is done before 3 March 2026.
MP3 format for Archive call recordings – End of Life 14 April 2026
Ref. Release Notes – 3 February 2026. From 3 February 2026, all new call recordings delivered to Archive have been provided in OPUS format, except for a limited number of customers who requested a temporary extension of MP3 delivery.
On 14 April 2026, delivery of new call recordings in MP3 format will be permanently discontinued. Customers still receiving MP3 files at that time will automatically be switched to OPUS format.
This change applies only to new recordings. Existing recordings already stored in Archive will remain in their current format.
Reminder: Puzzel ID replacing legacy sign-in
If you are still using the legacy Single Sign-On (SSO) for Agent Application users, please configure and start using the new SSO based on Puzzel ID.
If you have PCC API users using legacy authentication, please configure Puzzel ID OIDC clients and update your integrations accordingly.