This article provides an overview of changes and additional features included in the release of April 18th, 2023.
The changes made in this release concern Puzzel Contact Centre, Puzzel Admin Portal, Puzzel Agent Application, Puzzel Chat (EUWA) and Puzzel Case 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.
Puzzel Contact Centre
Puzzel Admin Portal
We introduced a new feature, available in the Puzzel Admin Portal: Customer Insight - helping save 50% of your time when surveying your customer base!
Puzzel Customer Insight helps you create customer surveys across channels in a few minutes, gather feedback in one place and visualise detailed and aggregated results. Quickly identify trends and outliers and link customers’ feedback to agents’ performance.
The Survey Designer empowers you to create different survey types from templates, schedule them across channels and at the right interaction - and analyse them through visualisations, reporting tools and filtering – to gather actionable insight at the click of a button.
Reach out to your Account Manager to learn more about Puzzel Customer Insight.
Puzzel Chat (EUWA)
Support for Puzzel Customer Insight will be added to the Puzzel Chat (EUWA Chat).
A new property has been added to the Admin Portal's Chat configuration, in the "Survey" section. This is where you can add the Survey ID for the survey you would like to include at the end of the chat (the Survey ID can be found under "Insight > Survey Management" (access must be provided).
If a Survey ID is added the relevant new Customer Insight Survey will be enabled and shown after the chat conversation is ended. If this property is empty or disabled, the legacy chat survey will be used, if enabled.
Puzzel Agent Application
In addition to a small set of fixes and internal optimisations of the Agent Application, we are adding a visual enhancement as well, within the Switchboard Tab.
This is the ability to see Contact details for a contact, defined within Admin Catalog.
Any details added to the Description field within Admin, when editing an existing contact or adding a new one within Catalog, are now visualised in the Agent Application, whenever one locates and selects the contact.
This looks like this:
Puzzel Case Management
Puzzel Customer Insight Integration
Support for Puzzel Customer Insight product has been added to the Puzzel Case Management.
A new "Settings" section will be available in Puzzel Case Management, under Settings > Integrations > Customer Insight and then again Settings. This will include various configuration fields.
Auto Reply support for tickets generated via API
A new feature has been added to allow a productivity rule action to be created which will send an Auto Reply for tickets generated via API. The rules can be configured under Settings -> Productivity -> New Ticket Rules -> API
Fixed an issue which was causing the productivity rule pages to malfunction when there were more than 170,000 category choices to select from.