Release Notes March 21st, 2023 


This article provides an overview of changes and additional features included in the release of March 21st, 2023.

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

Puzzel Admin Portal

Search Filter for Display queues

On page Services -> Queues we have added a Filter. If you have many Display queues and you want to study or change the configuration, you can enter a word in the Filter input field to only see Display queues containing this word.


Statistics Subscription information

On page Statistics -> Reports we have added a link called "Storage time and delay". If you click on it we will show the key information for your statistics subscription (minutes delay, storage time etc).  


Silent monitoring improvement

On page Services -> Silent monitoring you can order Silent monitoring on an agent, with yourself or another user as the "listener". Until now, you have not been able to order silent monitoring on yourself. Since there are persons acting both as supervisor/team leader and as agent answering calls, and such a person sometimes need to let a new agent listen to his/her own calls, we will from now on allow setting yourself as agent when you order Silent monitoring.  

Knowledgebase Management System

Article Expiry Date

Articles now support the ability to set an optional expiry date, so that it will not be visible to agents or in the consumer facing knowledgebase beyond the set expiry date.

Manage Expired Articles

It is now possible to view a list of expired articles from the 'Inbox' page so that you can choose to remove them entirely or review before publishing again.

Mange Expiring Articles

You can review all articles that have a future expiry date from the 'Inbox' page and action any changes ahead of the expiry date to better manage your content.

Puzzel Agent Application


  • Busylight integration now supports the device "Kuando Busylight UC Alpha".
  • Improved the layout when searching for Services during an ongoing call.

Puzzel Workforce Management

  • Creating recurring all day activities results in 0 duration activities

Puzzel Case Management

Improvements & Bug Fixes

  • Auto Reply suppression logic has been updated, so that when an inbound message is received with a Reply To: field, the suppression logic will apply against the Reply To: address rather than the From: address.


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