This article provides an overview of changes and additional features planned for a release on June 10th/11th, 2025.

The changes made in this release concern Puzzel Contact Centre 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

Enquiry Registration, improved 'forced' functionality

Until now, it has been possible configure "forced" Enquiry registration, that is, that agents must do a registration before they can close the call (written request) tab after the call (chat) ended. If the agent could see several Categories, it meant that 1 registration in any Category was enough.

Now we introduce 2 new options per Category: Forced and Forced only if call is recorded

On page Users - Enquiry registration, we add a new field per Category - "Forced for agents" - with default value No.

• If you change it to Yes for a Category, agents that see this Category for a call can not close the call/request tab before a registration is done in this Category.
• If you change it to Yes, but only if call is recorded , agents that see this Category for a call that was recorded can not close the call/request tab before a registration is done in this Category.

The user guide articles for Enquiry registration and Forced Enquiry registration will be updated.

Other Improvements

• Until now, a resource filter with System queues assigned to an agent user group has not affected which queues these agents can transfer an ongoing chat to (by clicking “Invite”), but from now on we will use the resource filter when we list the chat queues the agent can transfer to by clicking "invite" and select among queues.
• Callbacks deleted (by admin in Admin Portal or by caller on the Callback Display) while waiting in queue is now better visualized in Archive.
• When a Report subscription is changed, this is now shown in the Change log
• On page Services - Dialler, customer admins can now add new Campaigns.
• Minor bug fixes

Upcoming Change: From MP3 to OPUS format in Archive

We’re updating the format of new call recordings to better support voice quality and future capabilities. Starting soon, new recordings will be delivered to Archive in the OPUS format instead of MP3.

Why the change? OPUS is a modern, high-efficiency audio codec that delivers better performance for voice and speech than MP3. It’s also better suited for advanced use cases such as AI and speech analytics, enabling more accurate and efficient processing.

The transition will begin with customers using Puzzel Conversational Intelligence (since Conversational Intelligence will soon start fetching recordings from Archive), and will expand to all customers later this year. Historical recordings will remain unchanged. We’ll provide more details later.

Puzzel Workforce Management

• Shift pattern configuration updated to allow shift activity start times to be picked from a list of times, like we already had for shift start times
• Paging has been removed from Adherence Now! (Preview) so you can view the current adherence status of your selected agents
• Shift & Activity Summary Report update to handle overlapping activities & breaks better
• Team Leaders could see/process requests when settings say that only administrators should be able to
• Cancellation requests can't be processed in Agent portal
• Inactive Teams appear in the filter on the Agent Schedule Overview page
• Adherence \(preview\) reports don't include all agents
• Can't assign WFM Admin role in WFM
• Can't remove assigned role in WFM
• ReadOnly user can use AutoSave and Edit on Schedule Day Page
• acdQueueIds is not populated in response of api/v2.0/queue
• Wrong effective date shown when assigning a shift pattern
• Recurring activity wrongly assigned for multiple agents on the activity calendar