This article provides an overview of changes and additional features planned for a release on April 1st, 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.

Puzzel Contact Centre

Transition from old to new xlsx format for Report subscriptions

If you on page Statistics - Report subscriptions have configured one or more subscriptions and they are enabled, the reports we send out as Excel attachments to emails has the old format, that is, the format that was used on the old Reports page. This is slightly different from the xlsx format you get when you download a report from the new Statistics – Reports page we launched last year.

The most noticeable difference between the old format you receive by email in Report Subscriptions and the new format you download from the Reports page is that column A and Row 1+2 were empty with the old format, and that's not the case with the new format.

We now kindly ask you to switch from the Old format to the New XLSX format for some or all of your Report subscriptions, so that the email recipients (you or others) get used to receiving the new format. 

As of now, the new xlsx format does not include the Total row, but we are working on this issue.

In a future release (most likely in May) we will automatically switch from Old to New (xlsx) format for all your Report subscriptions still using the Old format. 

And then a bit after that, we will remove the possibility to use the Old format in Report subscriptions.

Details about Report subscriptions can be found here in the user guide.

Caller name (and more) to My Log and Missed Requests 

As an Agent, I can now see the caller name in the “My log” and “Missed Requests” widgets to more easily identify interactions. The two widgets now show an additional column, "Description" for each request, where relevant information is shown, for example, caller name.

Fixes and improvements

• A user that signed in with Puzzel ID sometimes got no results when searching for records on page Users – Logs in the Change log. This bug is fixed.
• Other minor improvements

Puzzel Case Management

We are introducing improved control over Category visibility within Puzzel Case Management, enabling tenant administrators to manage Category availability across Teams more effectively.

Key Enhancements

Visibility Configuration in Categories
A new Visibility section has been added to the Category configuration page, allowing admins to manage which Teams can view each Category.

Hide from Agents (Backend Use Only)
A dedicated option is now available to mark a Category as Hide from agents (backend use only). Categories with this setting are automatically hidden from all current and future Teams. These Categories remain fully usable for:

• Inbound Productivity Rules
• Event Rules
• API-driven automation
  This feature is especially valuable for advanced automated flows using Sequential Rule Processing.

RBAC Enforcement (Puzzel ID Required for Role Based Access Control)
Category visibility configuration is secured by Role-Based Access Control. Only users with appropriate RBAC permissions can define or modify visibility settings, ensuring controlled access within your organisation.