The changes made in this release concern Puzzel Sales Intelligence.

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 Sales Intelligence

Agent Connection List - Enhanced Oversight, Call Monitoring, and Resource Management

Menu: Telephony > Connected Agents

A comprehensive list that provides real-time visibility into the status of all active agents and adding the possibility to monitor agent calls in realtime. This new service is replacing the old "Connected Agents".

• Admins and managers can monitor the status and activity of all active agents in real-time, allowing for immediate awareness of who is available, who is busy, and for how long.
• Timers provide a clear view of how much time agents are spending on their current tasks, helping to identify if any agent requires assistance or if there are any inefficiencies.
• Real-time call monitoring allows managers to listen in on active calls to ensure quality, provide on-the-spot coaching, and support agents in handling complex customer interactions.

Agent timer - Keep track of time

Visible in the customer card header

A new time counter allowing agents to keep track of time spent on various tasks. For example time spent previewing customer information, time spent in a call or time spent "post processing" in a customer card.

• Agents can easily monitor and manage the time they spend on different activities. This helps in reducing time wastage and streamlining workflows.
• Ensures that agents are adhering to expected time frames for customer interactions, providing a consistent and reliable service experience.

Improvements

• Survey contents in customer card split into 2 columns for better readability.
• "Forced Preview" added as a new type of call in call reports.
• Type of call added to the admin log in the customer card.
• Taking both row breaks and number of characters into account when truncating customer information in customer card.
• Adding the possibility to remove customer and contact information via Excel import. Add tag #empty as a value in your Excel import, use matching, and clear out customer info.
• Adding the possibility to resend confirmations sent based on offers, orders, and bookings. A new button will appear when opening an existing offer, order, or booking if there is an already sent confirmation.
• We have added a new API code generator that allows system developers to easily create API clients in most standard programming languages.

Bug fixes

• Inactivated agents on their default project got stuck on the start page. They are now redirected to some other active project.
• Booking resources did not load correctly when booking your own meetings and changing the owner of a customer.
• The "Call Handled" button was missing in the list view for inbound calls. This prevents agents from marking calls as handled from the list view.
• Minutes foresight, available time slots were visible when they should have been hidden leading to potential user confusion.