Release Notes, April 16th/17th 2024

This article provides an overview of changes and additional features included in the planned release window of April 16th and 17th, 2024.

The changes made in this release concern Puzzel Contact Centre and Puzzel Workforce Management.

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. 

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Puzzel Contact Centre

Administration Portal

Bug fixes

  • On page Services - Silent monitoring, the "Connected agents" filter did not work as it should, but now it does
  • On page Services - Queues, where you configure which system queues that belongs to a Display queue, the list box showed queues already added, but this is now fixed
  • On the Catalog page, the Invoice node field for departments could not be updated, but now it can.  
  • On page Services - Services, under Eventhandler and Agent template that some partners have access to, the minor bugs related to selecting a user and selecting a item in some listboxes are fixed 


Agent Application

Mute Button Addition

A mute button will be added to Phone and Switchboard controls, as well as the controls in the header (applicable only to Softphone).

Enhancements and Bug Fixes:

  • Module id-s are now prefixed with the document id in the Callflow tool
  • Added request details to Queue Overview in the Switchboard tab
  • Fixed bugs in Save As functionality of the Callflow tool
  • Fixed bug on session id generation


Puzzel Workforce Management

Out of Adherence Authorisation (adherence preview page)

Clicking on the OOA timeline now shows all the instances when the agent was out of adherence during the day, making it easier to make multiple approvals.  If you have set an adherence tolerance of 0, this also allows you to review all instances of OOA, even those that are too short to display on the timeline.

Enhancements & Bug Fixes 

  • Allow Offline Task activities to overlap shift activities (breaks) when minimum instance time is greater than 2 hours
  • Can assign an agent to an inactive team
  • Lists of time zones not ordered by offsets
  • Activity Calendar - Switching to a month shows the previous month instead for some time zones
  • Insufficient validation for agent details endpoint when updating details
  • Preview Adherence report returns an error for particular campaign & period
  • Dark Mode Edit Agent's Team Assignment
  • Dark Mode Edit Agent Skill Set
  • Update button still visible after pressing it in People>Agents>User screen
  • WFM Report Export Component replaced


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