The changes made in this release concern Puzzel Contact Centre 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

Admin Portal

The upcoming release includes minor improvements and fixes.

• Minor adjustments and fixes in the Archive section of the Puzzel Contact Centre
• Configuration adjustments and fixes for Social Media (Facebook/WhatsApp)

Puzzel Case Management (Phased Rollout)

The features announced in 6th/7th August release notes will continue to be rolled out gradually to all customers over the course of this week.

In addition to the above, we will be releasing the following:

Organisation Information in Customer Intelligence Panel

The Customer Intelligence Panel currently lacks specific data about organisations associated with support tickets. By enriching this panel with organisational information, we aim to provide support agents with valuable context that could impact decision-making and customer interaction quality.  For more information, please see the updated user-guide.
 

Enhanced Integration with Puzzel Contact Center (Beta)

By enabling this Beta feature, tickets will now open in a new tab within the Puzzel Contact Centre, and requests linked to self-assigned tickets will automatically be allocated to the agent. This enhancement improves agent activity tracking and provides greater visibility in PCC statistics. For full instructions on how to enable this feature and become an early adopter, please refer to the user guide.