Release Notes, November 28th/29th 2023

This article provides an overview of changes and additional features included in the planned release window of November 28th/29th, 2023.

The changes made in this release concern Puzzel Contact Centre, Puzzel Case Management 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. 

Puzzel Contact Centre

Administration Portal


Since some calls have more than 10 very short menu events in the start, and this might cause some details to be hard to read in the chart shown under General information, we have created a new tab titled Event list. If you click on this tab, you will see a list with all the events "behind" the chart. 

In addition, we have fixed a small bug that caused some rare callback calls to appear as duplicate calls in the Archive's Search result part.

Agent Application  

Easier Scheduled tasks overview through coloured categories

Busy agents can now get an easier overview of their schedule in the Scheduled Tasks tab. Up to 10 pre-defined categories can have colours associated with them.

Screenshot of ten example scheduled tasks in different colours.

Admins can configure this new functionality by going to Users -> Products -> Agent Application -> Scheduled task Subjects.

The format used is (subject1;subject2[purple|orange|yellow|pink|blue|cyan|lime|green|brown|gray]). 

Full documentation in the Help Centre here.

Puzzel Case Management

Puzzel ID for standalone Puzzel Case Management solutions

Puzzel ID is now accessible for PCM standalone customers, catering specifically to those who are not utilising the Puzzel Contact Center's agent and admin portals. For more details about Puzzel ID and its features, please refer to the linked information here.

Standalone Puzzel Case Management customers! If you're interested in upgrading your experience with Puzzel ID authentication, we're here to help. Please contact your key account manager to begin the onboarding process. This is your opportunity to enhance your Puzzel Case Management system with secure and efficient authentication. We're excited to assist you in this transition and enhance your overall experience.

Puzzel Workforce Management

New API for Uploading Agent Realtime Source IDs in Bulk has been added so that a number of agent realtime source IDs can be set at once.
An agent’s realtime source ID is used to identify the agent when processing agent state data for monitoring agent adherence.
The IDs must be presented in JSON format & each record should contain:

  • realtimeSourceId  (use to list the names & IDs of your realtime sources)
  • agentId (use “ID” from or export from the People>agent page & use “internalID”)
  • sourceAgentID  (The agent’s identifier on the source system)

The response will give feedback for each record, so you can confirm that all the IDs have been created successfully.


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