Preliminary Release Notes, March 18th/19th, 2025

This article provides an overview of changes and additional features planned for a release on March 18th/19th, 2025.

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

Admin Portal

Archive improvements

  • For a call where the agent did a consult to a queue to consult with and possibly transfer the caller to any agent on a queue, today’s visualization has not been very good, since we get a Queue event at the same time as we have a Conversation event, without being able to show it 'correctly'. We will now add logic that finds the time period(s) we have a Queue event overlapping with an Conversation event, and if found we create a new Consult to queue event (light blue), and we shorten the corresponding Conversation event accordingly.
    Example call where agent Anne spoke with the caller (1) and then consulted to queue (2) and after 13 sec spoke with agent Paal (3) before returning to the caller (4): 
     

  • We will also start to show the Recording events in the Event list tab (in addition to showing them in the Recording tab)
  • There are also some improvements related to Outbound calls that include consult/transfer and related to Callback in queue.
  • We will replace today’s Play icon with a new one, and in addition we start visualizing if you already have played a recording in the currently shown Search result. This might be useful if you e.g. have all calls for 1 agent for a day in the search result, and you want to listen to all or most of them without losing track of which you already listened to.
  • We will improve the visualization of WhatsApp content.

Other improvements

  • On page Services – Time, we have added a Filter so that you easily can find the Time modules you want to see, in case you have lots of Time modules
  • Minor adjustments/improvements related to the updates in colour scheme and typography we did on February 19th

Agent Application

Adjustments

• Help text in My Call Recording tab.

• Added ability to execute empty search when multiple search sources are selected.

  • Web Engage & Agent Assist - Added support for Co-Browsing

+ General UI/UX improvements

Bugfixes

• EPOS Headsets - Fixed wrong headset feedback on hang up.

• Fixed searching in Catalog search source when multiple search sources are selected.

• Fixed display of agent to agent calls in My Log tab.

• Fixed transfer comment not visible.

Case Management

Sub & Sub Sort

We’ve introduced an improved sorting experience in the Tickets Index Table, giving you greater control over how tickets are organised.

  • Primary & Secondary Sorting: You can now sort tickets by a primary column and then apply a secondary sort for even more refined ordering.
  • Example: Sort tickets by "Assigned User", then sub-sort by "Priority" to see the most urgent tasks within each user group.
  • Better Clarity & Efficiency: Quickly locate and prioritise tickets with a structured and logical view.

This enhancement is also available when conducting ticket searches via the API

New Rule Condition for Unassigned Users

We’ve added a new condition to Inbound Productivity Rules and Event Rules, making it easier to automate actions based on ticket assignment.

  • New 'User' Condition: You can now set rules using ‘User is equal to / is not equal to Unassigned’.
  • Greater Flexibility: Previously, it was not possible to target unassigned users in rule conditions.
  • Improved Automation: Automatically route, update, or escalate tickets based on whether they are assigned or remain unassigned.

This enhancement gives you more control over ticket workflows, ensuring unassigned cases are handled efficiently!

New 'Reply' API Endpoint

We’re excited to introduce the 'Reply' API Endpoint, enabling seamless automated responses within Puzzel Case Management.

  • Send Replies via API: It is now possible to send an email or API Message reply on a ticket using our REST API.
  • Facilitates Automation: Integrated applications and bots can now respond to messages directly on a ticket without human agent interaction.
  • Enhanced Integration: Build smarter workflows by allowing external systems to engage in ticket conversations effortlessly.

New Inbound Message API Endpoint

We’ve introduced a new Inbound Message API Endpoint, making it easier to keep conversations updated within API-generated tickets.

  • Post Inbound Messages to Tickets: External systems can now send inbound message content directly into an existing ticket.
  • Supports API-Generated Tickets: Ensures seamless integration for secure messaging systems and other remote platforms.
  • Keeps Conversations in Sync: Maintain a complete and accurate message history within tickets, even when messages originate from external sources.

This enhancement enables better communication continuity and stronger system integrations for automated workflows.

System Enhancements & Bug Fixes

  • IP Whitelisting in the Puzzel Case Management account settings page, will now prevent connection from non-whitelisted IP addresses from being able to request an API oAuth token via the RestAPI.
  • New placeholders have been added which can be inserted into message content, templates and webhook schemas.  See the Placeholders page for more information
Back to Top

Published

Last updated