This article provides an overview of changes and additional features planned for a release in the evening of 25 November 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 

Admin Portal

In the release on 25 November 2025 there are a couple of minor bugfixes.  

Refreshed design

Over the coming weeks, a new and improved version of all the Real-time pages in the Admin Portal will gradually roll out to all customers. 

The update introduces a refreshed design for better visibility and control of live contact centre activity.

During the rollout period, you may notice the new version appear when you select a menu item (e.g. Queue overview, Ticker User groups or Wallboard) under Real-time as it becomes available to your account. Example:

We plan to do a similar update and design refresh of the other pages in Admin Portal later. 

Reminder: 
The delivery of WMA recording files to Puzzel's public sFTP server has End-of-life on 31 December 2025, ref this announcement and release notes 16 September 2025  

Agent application

New

• Show queue info in chat search. 
  When searching for chat queues, you now see the key queue details to help you pick the right queue faster. To be gradually rolled out.
• Configurable email character limit
  Puzzel Support can now set the maximum allowed characters for emails.

Improvements

• Improved tab system that will be gradually rolled out in the upcoming weeks.

Puzzel Workforce Management

Bugfixes & Improvements

• Can't add absence with Adherence Now! Ambulance
• Absences don't show on adherence now! widget
• Schedule Overview page in PID not hiding Absent Day
• Agent portal - remembers settings for scheduling view
• Day page not showing Service Metrics for a particular timeslot
• Some absences don't show in Shift & Activity report
• Shift & Activity Report was counting all unpaid activity time against Unpaid Hours column.  We have modified Unpaid Hours to be called Unpaid Shift Time & it will only count the unpaid time that overlaps with a shift.  
• Shift & Activity Report - split Paid Hours in to Total Paid time & Paid Shift Time.  Total Paid time will include paid activities that occur outside of a shift (EG overtime)
• Auto Forecast performance improvements