This article provides an overview of changes and additional features planned for a release on 28 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

Admin Portal

Statistics Report subscriptions without owner will stop sending reports

Admin Portal users with access to page Statistics – Report subscriptions can see their own subscriptions, and users with the Administration property Edit other users' public Dashboards and Report subscriptions turned ON can see all this Puzzel solution’s subscriptions including the ones with no owner (if any).

A Report subscription with no owner might have been created a long time ago, or the one that created the subscription might have left your company or no longer have a Puzzel user account. To make sure your company is not sending reports by email that should not be sent, we will each night check if there are any enabled Report subscriptions with no owner, and if so, we will change their status to ‘Disabled’.

Main admins should check if they have any enabled Report subscriptions without any owner, and if so, set an owner if you want to continue sending the report. If you have Report subscriptions that are Disabled and without any owner, please delete them if they are no longer needed.

Dialler reschedule To any agent improvement

If your Puzzel Contact Centre Dialler agents use the Dialler Reschedule functionality, agents can choose between Reschedule To myself and To any agent. If your agents sometimes use Reschedule To any agent, a rescheduled call that should happen at e.g. 1400 happens a while later, since there might be few agents logged on at that time and several other calls waiting in queue. To give top priority to a Dialler rescheduled call that's put into queue at the rescheduled time, we will from now on add lots of VIP points so that this rescheduled call is priority number 1 and is sent to the first available agent. Please note that the Dialler queue must have a predefined SLA for VIP points to work, so we recommend setting SLA = e.g. 3600 for Dialler queues where your agents use Reschedule To any agent. The Admin Portal User guide is updated with this extra information.
 

 Bugfix

• After the previous release, if you tried to sign in on the legacy admin.puzzel.com and you entered the wrong password, the page became all white. This bug is fixed. 

Agent application

Improvements

• New design for Call Info widget
• Display how long a caller has been on-hold

Bugfixes:

• Fix for keys being duplicated in Softphone keypad
• Fix for updating Time logged on in Ticker
• Fix for Enquiry Registration filtering
• Started on fixing table navigation for screen readers

Puzzel Workforce Management 

Removal of 2 Campaign Settings

"Allow schedule without forecast" & "Campaign has low volume queues" will be removed.
If you run a schedule on a campaign week with no forecast, we'll create an auto forecast for you.
If there is no queue history, this will just be a set of 0s.
The queue stats banner in the scheduling day page will be available for all campaigns.

• Better validation in Adherence Event Mapping configuration
• Fixed an issue where agents were showing as out of adherence when there was a mapping in place
• Absence on 1st day of reporting period is missed from the shift & activity report data
• Absence doesn't show on Adherence (preview) page