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

New time saving settings for Agents and Search in the Switchboard tab

Configuration: Admin Application -> Users -> Products -> Agent Application

Agent preference selection: Agent Application -> Settings- > General -> Search

Agents can now:

'Focus on Search Input when the call is accepted ' - When enabled, this setting configures the Agent Application to automatically activate the Search input when an  Agent accepts a call.

'Clear Search Term or Result when a call is finished or transferred - When enabled, this setting configures the Agent Application to automatically clear the Search term and/or result when the conversation ends for the Agent.

This feature enables agents who have to perform searches frequently to save time with less clicks and time needed to execute searches.

Documentation here

Improvements

• In Admin Portal on page Services - KPI alarms, the alarms are now shown alphabetically
• In Admin Portal's Archive, we have tuned the search for calls/chats with a given variable value set so that it should now go faster. 

Bug fixes

• For a customer where Puzzel ID is enabled, when creating a new user with language Swedish from Admi Portal, the newly created user got language Norwegian. This language mapping bug is fixed. 
• If a user (with access to Admin Portal and acting as agent) ordered Silent monitoring on herself (with another person as the listener), the reported wrap-up for this user was wrong for the calls someone listened to. This bug is fixed.

Puzzel Case Management

API Channel Outbound Integration

We have introduced the ability to configure an API channel with an outbound integration webhook/schema. 

This feature allows agents to start a conversation or respond (reply/forward) to a ticket generated via API, or to new manual tickets assigned to an API channel. The agent's response is embedded within the output schema and sent to an external integration. 

This enhancement benefits customers who wish to incorporate two-way secure messaging into their case management solutions. - For set instructions please see: API Channel Configuration

Message Content Info' API

A new 'Message Content Info' API has been added to the consumer API. This API allows users to query a specific email or API message using the message database ID. 

This feature is particularly useful for customers using PCM Raw Data, as it enables them to query the contents of a message when they have a message ID. The returned JSON response includes the address information (To, CC, BCC fields). 

For more details, see the documentation within the Puzzel Case Management application: navigate to Help -> API Documentation.

Visual Indicator for Multiple Email Addresses

We have implemented a new visual indicator to highlight when an email message contains more than one email address. 

This feature is beneficial for agents, as it provides visibility of all recipients within the ticket. It can prompt agents to reassign the case to another team/user or forward the message from the ticket to an external mailbox to ensure all intended recipients see the message. 

'My Favourite Teams' Feature

The new feature allows agents to select their most frequently used teams from the list of teams they are a member of on their user profile. 

Once the favourite teams are enabled for a user, they will see a list of additional 'Saved Search' filters on the Tickets Page, which searches based on their favourite teams. This feature streamlines the process of finding and managing tickets related to their preferred teams. - See User Configuration Docs and Creating and Using a Search Filter for more information.