This article provides an overview of changes and additional features planned for a release on August 19th, 2025.

The changes made in this release concern Puzzel Contact Centre.

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

Upcoming change to Report Subscription formats

As previously announced in the Release Notes on April 1st 2025 (with reminders on May 13th and May 27th), we will be updating all Report Subscriptions that are still using an old format to the new XLSX format. This change is also highlighted at the top of the Admin Portal → Statistics → Report Subscriptions page.

On the evening of 19 August 2025, all existing Report Subscriptions that have not yet been updated to NEW XLSX or NEW CSV will be automatically switched to NEW XLSX.

Next step: 
In approximately 2–4 weeks, we will remove the option to select the old formats from the Report subscriptions page.
 

The Report subscription user guide article is here.

In addition, we have added a Log tab within each Report subscription, so that you from now on (going forward) can see a list of emails that have been sent. 

Agent application

What's New

Enhanced Contacts Search Experience

• Improved Messaging: Improved Messaging: We have updated the Contacts search widget to ensure that users see a more intuitive experience. Previously, if no favorites were enabled, users would see a "No results found" message even before making a search. This has been addressed to improve clarity and usability.

Fixes and Improvements

Resolved Contacts Search Bug

• Bug Fix: The issue where the "No results found" message appeared without a search has been resolved. Users will now see no text below the search field when no favorites are enabled, providing a cleaner interface.

Improved Keyboard Navigation in Search Results

• Navigation Enhancement: We have fixed a navigation issue where the copy-to-clipboard element in search results received keyboard focus for every row when using the Tab key. Now, the search results will only allow keyboard focus on the copy-to-clipboard element when the corresponding cell is focused, streamlining the navigation experience.

Softphone - First call silence workaround with audio transceiver warmup

On startup (Windows 11 + Chrome/Edge), we create a temporary WebRTC connection that:

• Adds an audio transceiver (sendrecv) so an m=audio line is present in SDP.
• Gathers ICE candidates using STUN servers.
• Then immediately closes the connection.
• This primes both the network/NAT path and the browser’s RTP/SRTP media stack prior to the first real call.

Important Changes

• User Interface Update: The changes made to the Contacts search widget may alter how users interact with the search feature. We encourage you to explore the updated interface to familiarize yourself with the new behavior.