This article provides an overview of changes and additional features planned for a release on the evening of June 24th, 2025.
The changes made in this release concern Puzzel Contact Centre & Workforce 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
Agent Application user interface refresh
The Agent Application User interface has been refreshed with an updated colour scheme and typography to align with Puzzel’s new branding. This re-skin ensures a more cohesive and modern visual experience across the platform, enhancing consistency while maintaining familiar functionality. Users will notice a refreshed look that reflects Puzzel’s evolving brand identity without impacting existing workflows.
Example screenshot:
Admin Portal
- Report subscription improvements
- From now on you can select if we should Include totals or not in your Report subscription given that you have selected NEW xlsx format.
- From now on we will use the Report subscription owner's Resource filter (if any) when we generate reports to send out by email
- In Time modules, the 3 UK (floating) Bank holidays are now available, so that you can use these instead of adding the specific dates in your Time modules if you have a special opening hour or are closed on these days.
- In Archive's Secure recording share, the admin user that shares a recording can now choose to tick "Allow recipient to download"
- Enquiry Registration in different time zones improvement. If you have calls/agents in countries in different time zones, then for some calls shown in Archive and Raw data, the Enquiry Registration record had wrong timestamp. This is now fixed.
- In the Agent details view, available from page Real-time - Queue overview, if we have allocated a written request to an agent, we will start showing a "+" after the agent's status, e.g. "Ready (0+)" instead of "Ready (0)" as today. When the agent clicks Accept, Reject or timeout happens, the agent's status changes to e.g. Ready (1), Busy (0) or No answer (0) . This "+" is very useful in the rare case when an agent is logged on to queue but has left/closed the browser and you might think a request is 'stuck' in queue when at least 1 agent is shown with status "Ready (0)". This "+" will also be shown on Wallboards for agents having column Agent status.
Workforce Management
- Shift Hours report updated to use the new agent filtering
- Old Adherence Now! widget retired (please replace these with the new Adherence Now! widget)
- Incorrect logout processing if a new logout event is received much later than some other activities