This article provides an overview of changes and additional features planned for a release on May 13th/14th, 2025.

The changes made in this release concern Puzzel Contact Centre & 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 minor improvements

See System queue per request on Queue details page
From page Real-time - Queue overview you can open the Queue details page for a queue to see all the requests in this Display queue. If this Display queue consists of more than 1 system queue, it might be interesting to see which system queue each of the requests are in. If you tick on the new option 'Show system queue name', we show column System queue name on this page.

Improved Filter on page Users - Products
On page Users – Products you might have access to lots of accordions (aka pagegroups), and within each accordion there might be lots of properties. If you look for a property but you don't know the exact name or which accordion it is in, you can expand 1, several or all accordions (the ones you search in) and then enter some text in the Filter. From now on, when you enter something in the Filter, we will hide all expanded accordions that did not have any matching properties, and as before only show properties matching the Filter input, so that it's easier to find what you're looking for.

Puzzel Contact Centre Chat

Telephone number and mail links are now fully supported in interactions and chat

As an agent you can now send links to telephone numbers and e-mail adressess using markdown as in the examples below: 

[Call us](tel:1234567890)

[Mail us](mailto:email@domain.com)

Links to telephone numbers and email addresses can now also be configured in body text of interactions using the link button. Use the following formats in the editor: tel:123123123 or mailto:mail@domain.com

This is an example of a telephone number: 

Start minimized

The first interaction in a flow can now be configured to start in a minimised state. Use the toggle to turn on an off. If the setting is turned on and the interaction is not first in the flow the setting will be disregarded. 

Border setting for buttons in interactions

Buttons in interaction can now be designed to have borders. Settings for border width, color and hover color are available. 

Statistics - Report subscription becomes 'personal'

All users with access to page Statistics - Report subscriptions have access to all Report subscriptions. We are now doing the first step in making Report subscriptions ‘personal’. In this release we add column 'Created by' and we introduce 'Owner'. An existing Report subscription’s owner is set to be the user that created it, and if this user is deleted, the Owner will be the user who last edited it. If the creator/last edited user is Puzzel support or a partner user, these fields are empty and the Owner is left empty ('No owner'). In the next release (probably May 27th), each user will only see their own Report subscriptions unless given access to all.

Users with the Administration property “Edit other users' public Dashboards and Report subscriptions” turned ON will be able to change the Owner of Report subscriptions (in tab Report and email recipients), and these users will have access to all the solution's Report subscriptions also after next release.

For now, please make sure the Owner is correct for all your Report subscriptions, and disable/delete Report subscriptions not needed anymore.

Reminder:
As announced in release notes April 1st, 2025, please change from OLD Excel format to NEW XLSX format for some or all your Report subscriptions to get used to the new format, since we will soon change to NEW XLSX for all Report subscriptions using OLD format. 
 

Puzzel Workforce Management

• Remove storage of unnecessary personal data
• AgentShift API - Segment summary info includes an assessment of whether the segment should be considered paid or not
• Puzzel ID - Represent All Sites & All Campaigns roles as sliders
• Migrate legacy user management from deprecated Graph API to Microsoft Graph