Release Notes, May 28th/29th 2024

This article provides an overview of changes and additional features included in the planned release window of May 28th and 29th, 2024.

The changes made in this release concern Puzzel Contact Centre and Puzzel 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. 

Please read here Puzzel's latest announcement on Google Chrome 3rd Party Cookies Policy Changes


Puzzel Contact Centre - Administration Portal
  • Archive - sort result by clicking on column headers
    When you do a search in Archive, the result set might include several calls (we return max 100 rows). From now on, you can sort the result set up/down by clicking on the column headers, e.g. Start time, Speak time, Caller's number, Agent etc
  • Profile update when agents are logged on - improvement.
    When an admin updates the content in a User group profile or a Profile template, and at least 1 agent is logged on to queue with this profile, a warning is given, and the update has immediate effect on the logged on agents. Until now, not all changes resulted in a warning and not all changes were updated immediate (e.g. changing skill level), but now all changes should result in warning and immediate update.
  • Archive - Require reason for playback bugfix.  
    If you turned on this feature that was released April 30th 2024 and defined some reasons the user must select between before playback starts (e.g. 'QA check'), the selected reason showed up in the Archive Audit log with lowercase letters. This bug is fixed.
  • On page Services - Time, for a selected 'new' Time module you can select to add a National holiday list and then edit it before saving. The Swedish holiday list did not include all public holidays, so the missing ones needed to be added manually as explained in the user guide. The missing ones are now included in the Swedish Holiday list. 
  • On page Catalog - Administration, it was not possible to remove a FTP user. This bug is fixed.
  • In the Statistics report Survey list report, for calls where the caller had received an SMS Survey but not answered, the call was shown with score '0' instead of ' '. This bug is fixed. In Raw data, in Archive and in the statistics report Survey score per queue  the call was shown with score ' ' as it should.   
Puzzel Workforce Management
  • AgentShift API (agent schedule data) now includes UsedHolidayAllocationSeconds for activities.  UsedHolidayAllocationSeconds is the paid time of a holiday activity.  For all other activities, this value will be 0.  This may be helpful if you are summarising schedule data, as you don't have to calculate a holiday's paid time.
  • The calculation of holiday time has been slightly modified, to not take too much time for short notice holiday when agents have flexible shift patterns.


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