Preliminary Release Notes, April 15th/16th, 2025

This article provides an overview of changes and additional features planned for a release on April 15th/16th, 2025.

The changes made in this release concern Puzzel Contact Centre and Puzzel Case 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.

 

The Puzzel ID Adoption Window has been announced. Please see here for more information.

 

Puzzel Contact Centre

Admin Portal

Fixes and improvements

  • Archive's presentation of Caller's number when Additional number exist is improved
    • Calls that have been forwarded to a Puzzel access number often arrives in Puzzel’s platform with a value for Caller’s number and Additional number. Today if you enter a value for Caller’s number and search, we look for calls with the entered number as Caller’s number or Additional number, but in the result list we show the caller’s number, and if you expand the call’s row we show the Additional number under the chart in General info tab.
    • From now on, if a call has an Additional number, we will show both the additional number and the caller’s number on this call’s row in the result list.
  • In the Archive we start showing the Event list tab for media type Chat
  • In the Archive result list, when you click on a column header (e.g. Speak time) to sort, the sorting was not correct if there were some values being at least 10 minutes. This bug is fixed
  • On page Services - Audio, in the Sound file library, after having added a soundfile, the filter didn't work before you refreshed the page. This bug is fixed
  • When you sign in with your Puzzel ID and go to Admin Portal, you can collapse the Top bar, but if you went to another page in Admin Portal it sometimes appeared again. We will now remember that it's collapsed when you move to another page in Admin (with some exceptions).
  • In some cases when you tried to delete a PCC user that's sync'ed to Puzzel ID, the delete operation failed. We have done some adjustments to try to avoid these errors.

 

Insert Knowledge Base Articles through Agent Assist - Major Updates

What’s New:

  • Agents have improved controls over article insertion (rich text, plain text, just copy text)
  • Improved formatting and quick preview of knowledge base articles in Agent Assist, including related articles, language and alternative views.
  • Agent Assist search results UX is improved for better Agent efficiency
     

Other improvements

  • bugfix for duplicate activities in the Dynamics integration
  • if a secondary ringing device ID is no longer available (for example, after a Windows update), the Agent application now attempts to find it by name instead. The Agent is also now actively alerted if the secondary ringer is not found
  • removed extra vertical scrollbar in the Chat widget
    These updates make it easier to share KB articles with end users and provide a more consistent user experience.

     

Puzzel Case Management

Category Visibility Controls

Admins can now control which Teams can view specific Categories directly within the Category editor. Additionally, a new global “Hide from agents” option is available for manual entry Categories, allowing these values to be used exclusively for automated rule logic without exposing them to agents in the UI. These enhancements support a more scalable and maintainable approach to managing Categories across Teams and provide greater control over automated sequential rule processing—particularly in scenarios where integrations populate Category values.

Puzzel Workforce Management

Bugs & Improvements

  • Import Agents in to PWFM & Sync to Puzzel ID
  • Extend time limits of preview adherence reports in Puzzel ID to a month
  • Queue Creation - Clicking create button multiple times creates multiple queues
  • Planner FE - Bad visibility of dashboard inactive tab names in dark mode
  • Create/Edit Shift Pattern - Name should be with maximum 50 characters
  • Import Source Data - Incorrect validation of  the date format
  • Adherence report \(preview\) totals appear to be sums
  • Adherence report \(preview\) exported data format not correct
  • Some agents can't request Shift Swaps for some days
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