This article provides an overview of changes and additional features planned for a release on 20 January 2026.
The changes made in this release concern Puzzel Contact Centre, Puzzel Sales Intelligence & 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
Admin Portal
In the release on 20 January 2026 there are a couple of minor bug-fixes.
Agent Application
In the release on 20 January 2026 there are some minor bug-fixes and improvements.
Puzzel Contact Centre Chat
Time module evaluation improvements
Time module rules are now evaluated both when panels are loaded and when Start chat is clicked. This prevents end users from entering the chat queue after the contact centre has closed.
Email transcript feedback
User feedback has been added when the Email transcript button is pressed. End users now receive a confirmation message when the email is successfully sent, and an error message if the send fails.
Please note that delivery depends on the email address being valid and the recipient inbox accepting the message, which cannot be fully verified by the chat product.
Puzzel Sales Intelligence
In this release there are a couple of minor bug-fixes.
PSI will also change the file format for new call recordings created in PSI from MP3 to OPUS. Read more about this in the section below.
Legacy Puzzel sign-in will be retired and replaced by Puzzel ID
The change will take effect during the maintenance window on the evening of 3 February 2026. From this point onward, legacy sign-in methods will no longer be available to most users.
What will change
- Legacy Agent application sign-in URLs will be redirected to the Puzzel ID sign-in page
- The Admin Portal sign-in page will guide users to sign in using Puzzel ID
Action required – important
If you are using legacy SSO (Azure) for the Agent application, you must configure and start using SSO with Puzzel ID before 3 February 2026. The legacy SSO (Azure) will only work for a very limited time after 3 February.
Grace period for special users
Customers with special users, such as Admin Portal Wallboard users, will be granted a temporary grace period and can continue using the legacy sign-in until a feasible Puzzel ID–based solution is available.
Please note that:
- This grace period applies only to the specific user types mentioned
- Legacy sign-in for these users is temporary and will be retired at a later date
Next steps
We recommend starting the transition to Puzzel ID as soon as possible to avoid disruption. Documentation and guidance for configuring Puzzel ID and SSO are available via your usual Puzzel support channels.
Change in Archive's recording format on 3 February 2026
Ref. earlier information about this change given in Release Notes 10th/11th June 2025 and 14 October 2025.
In the evening of 3 February 2026, we plan to change the file format for new call recordings stored in Archive from MP3 to OPUS for all customers who currently receive MP3 recordings.
This change applies only to new recordings. Existing MP3 recording files already stored in your Archive will not be converted or modified.
Both the Admin Portal Archive player and the Agent application (My Call Recordings) player support both MP3 and OPUS, so users will not notice any difference when playing recordings.
Why are we making this change?
OPUS is a modern, high-efficiency audio codec that provides better audio quality and performance for voice and speech compared to MP3.
Important information for API and manual downloads
If you:
- manually download recordings from Archive, or
- use the Archive API to fetch recordings, and
- rely on an external application that does not support OPUS,
please contact us. We can allow you to continue receiving MP3 recordings for a limited period, giving you time to update your systems to support OPUS.
If you have any questions or concerns, feel free to reach out to our support team.
Puzzel Workforce Management
Contact Volume Outliers in Forecasting
Forecasting (auto & manual) now uses a trimmed mean method of calculating interval volume forecast values, to remove outliers from the source data set. Please see help for more info on this & other recent forecasting changes.
Bug fixes & Improvements
- Adherence page didn't show data after midnight
- Forecast calendar colours are now populated for all dates
- For users with lots of solution users, the maximum cookie size is no longer a constraint
- Remove Outliers options will be removed from the forecasting page - see above, we will always remove outliers
- Totals row added to the shift reports
- Toggle Source Weeks setting persisted when editing the forecast