This article provides an overview of changes and additional features planned for a release in the evening of 3 March 2026.
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.
Contact Centre
Admin Portal
- As announced in release notes 17 February 2026, page SMS → Survey in Admin Portal will be retired on 3 March 2026.
- In Archive, for incoming calls connected to Virtual Agent before possibly being sent to queue and agent we will start showing a "Voice bot event" for the time the caller was connected to Virtual Agent
- In Archive a user might have access to edit a call recording's storage time. It it's configured that the user must give a reason for Play/Download/Delete recordings in Archive, we will now also require a reason for changing storage time. More information here
Chat (new)
We have added the possibility to change the text for both the chat text input field and all of the texts in the "Leave chat-modal". Since these text also offer a included product level translation we have added the possibility to reset to the original text if that is desired.
Video chat
We’ve introduced a new Health Panel for agents. This tool provides a live look into the technical performance of a video session, making it easier to identify if a "laggy" experience is due to local network issues or broader connectivity problems.
What’s in the Panel?
The panel is divided into sections for the Agent (You) and the Customer (Visitor), tracking several key metrics:
Connection Route: Displays whether the connection is Direct (Peer-to-Peer) or via a STUN/TURN.
Packet Loss: Shows the percentage of data "dropped" during transmission.
Ideal: 0%. Anything over 2% may cause robotic audio or frozen video.
RTT (Round Trip Time): The time (in milliseconds) it takes for a signal to go to the other user and back.
Jitter: Measures the variation in the delay of received packets.
High jitter (above 30ms) can cause "stuttering" even if your overall speed is fast.
Bandwidth: The current bitrate being used for the stream (shown in kbps). Higher numbers generally correlate with higher video resolution.
Workforce Management
Interim Queue Statistics for PCC customers
PCC & PWFM customers now get interim actual queue statistics at the end of each interval, based on PCC Ticker Stats. The existing statistics jobs are also still in place to update the data after an offset (eg 2 hours) & overnight
Scheduling Week Updates
The Scheduling Week page is updated to use the new agent filtering.
This also applies to the schedule overview page in the Agent Portal.
Each user has been given a default filter of their own team if they did not have one (to match the default filter that agents have had on this page previously).
You are now welcome to update your default filter & create new filters.
Updates & Bug fixes
- Adherence data overlapped timeline after scrolling
- Briefcase application branding
- AHT smoothing when creating a forecast (auto & manual)
- Force encoding to UTF-8 for agent import from file
- Delete of Pre-Defined Reason should actually delete the record rather than a soft delete
- Reclaim some space in dashboard widgets
- Remove unused Patience setting
- Can create multiple forecast tags with the same name
- Multiple filter dialogue forms are shown when you navigate between adherence tabs
- Error saving an agent filter on schedule month & new adherence pages
- Scheduling Month shows agents outside of the user site scope
- Schedule endpoint returns zero results if too many agents selected
- Auto forecast volumes not scaled to the daily average values correctly
- When assigning shift pattern, make it clearer what date the rotation selection applies to