This article provides an overview of changes and additional features planned for a release on Nov 6th, 2024.
The changes made in this release concern 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 Case Management
Enhanced Puzzel Contact Center Queue Prioritisation
We've improved the integration between Puzzel Case Management and Puzzel Contact Centre (PCC) to streamline ticket handling. Now, when an agent collects a ticket from the PCC queue via the Puzzel Agent Application and subsequently reassigns it to a PCC queue, or if a legacy ticket is re-opened, the ticket will be prioritised with an enhanced VIP score. This score is calculated to return the ticket to approximately the same queue position it originally held, optimising workflow continuity.
The VIP score calculation considers the difference between ticket creation time and the time now (in seconds) and is relative to the SLA defined on the PCC queue. Specifically, the score is determined using the following formula:
((difference between creation date and current time in seconds) x 100) / PCC Queue SLA in seconds+ticket priority score (range 0-100)
This update reflects our commitment to ongoing alignment between SLAs in Puzzel Case Management and Puzzel Contact Centre, with further enhancements expected in the future.
Note: Following customer feedback since this feature went live. We will be rolling back to the existing logic. You will then be able to reactivate the new feature with a toggle to allow you to update to the new VIP score calculation system. Targeted release date: 11th November 2024 - further information will be published here when it's available.
Enhanced 'Ticket Attribute Placement' (Beta)
We’re introducing a new beta feature, Enhanced 'Ticket Attribute Placement', available for activation under Settings -> General -> Account Settings.
When enabled, this feature relocates the Team, User, Priority, and Status attributes from the attributes widget to a more prominent position at the top of the ticket, adjacent to the ticket information section. This adjustment offers a cleaner, more efficient layout, allowing you to focus on the four most commonly used attributes while collapsing the standard attributes widget to maximise screen space.
System Enhancements & Bug Fixes
- API Category Visibility Fix: Resolved an issue where manual entry category values submitted via the API were visible on the Category Page (Settings -> Ticket Attributes -> Categories). These values are now correctly hidden to prevent page overload.
- Form Field Deletion Timeout Fix: Fixed a timeout issue when deleting a 'Form Field' with a large number of associated values, ensuring successful deletion without errors.
- Removed Unsupported 'Tag' Operator: Removed the "Does not contain any of" operator for the 'Tag'condition in productivity rules due to lack of support. Future implementation of this functionality is under review.