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

Various improvements and bug fixes

• Ticker so far this week – the weekly reset time was 1 hour wrong in some rare cases
• Callback calls answered within SLA was not always reported correctly when using the API to fetch Ticker data
• Improved Baltic name search for agents in Admin Portal’s page Users - Users
• On page Services – Time for a Time module, if you had more than 1 Holiday entry for 1 specific Holiday (e.g. Christmas Eve (Dec 24th), they were not sorted correctly
• Wallboard Footer Text character limit increased from 35 to 50 characters
• On the Queue Details page for a selected queue, where you can delete requests (emails/tasks) in queue also after you type in the Filter, you could not delete a request in the result set after a Search. 
• Change log did not show all changes done on System queue
• Minor improvements in edit user functionality related to Puzzel ID

Puzzel Agent Application

• Chat compact mode will be introduced to create an enhanced experience for chats on smaller screen sizes.
• Improved Baltic name search in Agent application’s search for Agents (similar improvement for search for Catalog contacts to come later)
   

Puzzel Workforce Management

• Create Forecast button was not shown when a non-English language was selected.
• In some circumstances, days marked as “must work” were not scheduled a shift.
• Errors running the Lateness Report.
• Some validations added to importing a forecast from a file.