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

Administration Portal

Improvements

On page Users - Resource filters where you can define resource filters, we have improved the pop up modal behavior by preventing button clicks on the page behind the modal.

Bug fixes

On page Archive - Search where you can search and download transcripts, we have fixed an issue for customers on the UK Platform whereby download attempts of Chat transcripts resulted in an empty zip file. 

Puzzel Case Management

Expansion of Conditions in 'Inbound Productivity Rules' and 'Event Rules'

As an admin user of Puzzel Case Management, there is a need to have more granular control over the conditions for both 'Inbound Productivity Rules' and 'Event Rules'. This enhancement will enable more precise rule configuration and improve the overall efficiency of rule processing. This includes the following:

1. Inbound Productivity Rule Conditions:

Addition of conditions with options (is equal to/is not equal to) for:

• Team
• User
• Priority
• Category
• Status
• Form
• Form Field
• Tag

2. Event Rule Conditions:

Addition of conditions with options (is equal to/is not equal to/contains/does not contain/begins with/ends with/is any of/contains any of) for:

• Channel
• Subject

The objective is to enable more complex rule configurations, ensuring that subsequent rules can pick up attributes added to tickets by previous rule actions, and allowing event rules to incorporate more advanced condition logic before applying an action.

Enhancements to 'Ticket Attachments' Endpoint for Handling Inline Images

This enhancement focuses on the functionality of the "Ticket Attachments" API endpoint within the Puzzel Case Management system. The primary objective is to ensure that inbound emails containing BASE64 encoded inline images are treated as attachments. This enhancement will facilitate improved management and retrieval of inline images associated with tickets.

Puzzel Workforce Management

Introducing Auto Forecasting!

We are excited to introduce Auto Forecasting to Puzzel Workforce Management - a new feature making forecasting even easier and quicker!

Create forecasts with 1 button click - generated in just a few seconds. Users can also schedule special arrangements easily, so Bank Holidays are factored in! 

Please check here following the planned release for more information in the updated user guides.