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

Agent Application

Scheduled tasks - reminders

Tab: Scheduled tasks

Introducing a new feature that allows the agent to set a reminder before a scheduled task expires. When a reminder is added to an s-task, a Reminder tab is displayed, and a browser notification is triggered before the expiration time of the task.  

• The agent can choose between different reminder times, providing flexibility to adjust the preparation time for various types of tasks.
• There is an option to snooze the reminder, enabling agents to postpone it if they are occupied with other tasks.
• The reminder can be dismissed, serving as a simple heads-up for upcoming tasks without triggering additional notifications.

• Enable reminders by clicking on "Enable reminders" in the admin app (Users > Products > Scheduled tasks)

Puzzel Contact Centre Chat (new)

• Add link button to interactions
  A new type of button called link button is now available to add in interactions. Link to any page on the internet and choose to open it in a new tab or not.

Puzzel Workforce Management

Bugs & Improvements

• Modifiable adherence exception approval times, for partial & blanket approvals
• PCC to WFM queue statistics integration updated to be Puzzel ID authentication ready
• Short periods of OOA show as within tolerance for the whole tolerance period
   

Puzzel Case Management (Phased Rollout)

Team & User Level Timezones

We’ve introduced new functionality that allows admins to configure timezones for both 'Teams' and 'Users' in Puzzel Case Management. This update improves the accuracy of SLA calculations and ticket event history.

• Team Timezones: SLAs will now be calculated based on the team’s local working hours, and auto-reply templates will be aligned with the team’s timezone for both inside and outside working hours.
• User Timezones: Ticket timelines will display events in the user's local timezone, ensuring more accurate tracking of ticket activities.

For more information, click here.

Sequential Rule Processing

We've introduced a new feature: Sequential Rule Processing for inbound productivity rules. When enabled, rules are processed sequentially, following the priority list from top to bottom. This allows you to build complex, custom workflows where each rule's outcome can influence the next.

For example, Rule 1 can trigger a webhook to a remote system and map the response back to a ticket's fields. Rule 2 can then use the mapped data from Rule 1 to trigger further actions. This feature enables advanced integrations and dynamic workflows for even greater control over rule processing.

For more information, click here.

Bug Fixes and System Enhancements

• Following a successful implementation of advanced Spam/Virus detection, inbound email productivity rules which are setup with 'spam flag' or 'virus flag' conditions will be far more effective with spam and virus detection.