The changes made in this release concern Puzzel Contact Centre.

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

Favourite services 

Available when forwarding a call. To be rolled out gradually to customers over the course of this and next release windows

When on a call and searching for a service to forward the call to, agents can now mark services as favourites.

• By clicking the star icon in a search result, agents can easily create their own list of favourite services.
• These favourites are always listed and available when pressing the forward button, saving time for both the agent and the customer.

• To enable favourite services, go to the Admin portal (Users > Products > Search) and select "Favourite Contacts Enabled."
• Favourite services may be bundled if they are connected to the same underlying queue.
• Please note, services are only available during a call flow, meaning you cannot edit favourite services outside of an active call.

Devices

We are continuing to improve the “Devices” settings section in the application. To be rolled out gradually to customers over the course of this and next release windows

• Improved accessibility on the volume control
• Add a play button for testing selected speaker and alert device

Fixes

• Teams Live Presence fixes

Admin Portal

• Minor improvements in Archive 

Customer Insight

Global and survey specific deny list

A new tab is now available in the survey management page allowing you to define a list of phone numbers or email addresses which will be excluded from being sent surveys on any channel including IVR, SMS or Email.

It is also possible to add a deny list specifically to an existing survey by adding contacts under General - Deny List in the edit view. Whenver a survey trigger is attempted on any of the contacts either in the survey specific deny list or the global deny list, the attempt will be blocked.

Button Customisation  

Buttons displayed in the survey web interface can be customised under General - Survey Buttons in the edit view. If you have multiple language translations for a survey, the button text can now be translated just as the other survey elements.