The changes made in this release concern Puzzel Contact Centre - Puzzel Admin Portal.

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

• An optional column, called "Total hold time", has been added to the statistics reports "Details for agents incl. time logged on" and “Details per agent per queue”.
• In statistics report “Queue overview for all media types” we have added a couple of values on the total row that were missing.
• A bug has been fixed in the statistics report “SMS/Chat Survey score per queue”, which can skew SMS Survey Scores counts, affecting the Survey Answer Rate metric. We recommend you generate this report for the past 4 weeks after the bug fix has been deployed. 
• A bug has been fixed in SMS Surveys, causing some comments from SMS Survey follow-ups to customers to be registered in the Admin Portal (under SMS > SMS Survey > Result) but not on the Raw data and Archive. 
• In Archive, we have fixed a bug that causes searching for an Email/Social request, when having specified an agent, did not always return any result. From now on such a search should give correct results, but only for requests loaded into Archive after this fix is deployed.