Puzzel Contact Centre - Release Notes March 23rd 2021

This article provides an overview of changes and additional features included in the Puzzel Contact Centre Solution release implemented in the evening of March 23rd, 2021.

The changes made in this release mainly concern Administration PortalSocial, Knowledgebase, Bot Gateway and Voice Transcription.

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.

Administration Portal

Dialler - Detailed report - New optional columns

On page Services - Dialler for a selected Dialler campaign, you can select Generate report. If you select Detailed report for all/selected contacts and the report is presented in your browser, you can now tick Show External id, Show internal id or Show date created if you want to see one of these optional columns.

Play sound file in browser on page Services – Audio

On page Services – Audio in accordion Sound Files in Use, we have now made it possible to listen to the sound files in your browser by clicking the new Play icon next to the Assigned sound file name, so that it’s easy to verify that the correct sound file is being used in a module.

On page Services – Audio in accordion Sound Files Library, we have changed the icon for Download sound file, and we have added a new Play icon so that you can listen to a sound file on this page without downloading it first.

Improvements and bugfixes

In statistics, when using Customize, Row filter – include is the standard option to use. After the release March 9th we unfortunately introduced a bug related to some cases for Row filter – exclude. This bug is fixed.

On page Users – Enquiry registration, where Categories and topics are defined, we introduced a too strict input validation on March 9th, that prevented customers from saving some changes on this page. This bug is fixed.

When a user belonging to a ‘partner’ or parent customer studies one of the 'child' customers, the user can see page Administration only if access was given on company level for the partner/parent. From now on we will give the user access to Administration for the child customers only if the actual user has access. The same is the case for a partner/parent customer user’s access to Add Service variables on the ‘child’ customers, and this is also fixed.

In the Change log we included changes done in Time modules on March 9th, but unfortunately we showed the Time module’s ID instead of the its name. This is now fixed.


Social Messaging Widget

Improvements made to help load large posts from facebook where a page post may have hundreds or thousands of comments and replies. Instead of attempting to load all of the messages at once, the Social widget will load 10 latest messages and allow the agent to load older messages on demand. This should help agents to have a better experience of handling large sized posts with ease, including the ability for agents to flag posts that may not be relevant for the contact centre so that an administrator can block further requests from entering the contact centre queues.


Knowledgebase Admin

Minor bugfixes including the Knowledgebase article editor where unordered lists were not displayed with bullet points, however the Knowledgebase widget did render these lists properly. The Editor now displays the un-ordered lists as expected.

Knowledgebase Widget

NLU Tags and custom tags were not displayed correctly when articles were viewed through performing a search in the Knowledgebase widget. These tags are now displayed correctly.

Bot Gateway

Boost Bot Client

Conversation feedback option available within agent assist did not register the feedback task with the appropriate conversation Id when viewing through the Boost Admin portal. The Conversation feedback from agent assist is displayed correctly.

Voice Transcription

Previously it was possible to enable voice transcription only when Agent Assist was also enabled for a customer solution, however we have now improved the setup and provisioning so that voice transcription can be enabled independently for visibility in Media Archive.


22/03/2021 - 09:08

Last updated

08/07/2021 - 15:19