The changes made in this release concern Puzzel Sales Intelligence.

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 Sales Intelligence

Call monitoring improvements

Menu: Telephony > Connected Agents

Improvements to the new real-time status list of all active agents.

• Monitoring automatically pauses between customer calls to ensure maximum agent privacy.
• Improvements to monitoring state. This allows admins to leave the connection list during an ongoing monitoring session and return later, while still maintaining control.

Call on hold

Telephony panel 

Putting the customer on hold works like the existing mute button, but instead of silence, the customer hears standard wait music.

• Simply press the button in the panel. This feature is perfect for situations where customers need to wait for longer periods while the agent consults other resources.

Customer bucket description in customer card

Admin tool for customer buckets

• Possible to enable on bucket level with a simple click
• The description is displayed to the agent in the script component within the customer card, allowing you to show specific information for each customer bucket.
• It can be used to display relevant information about certain customer groups or specific offerings tailored to them.

Improvements

• Improved User Interface: The inbound call component at the top of the customer card has been enhanced for better usability.
• Meeting Booking Warning: A warning message now appears if a meeting is booked for a duration shorter than the default length.
• Timestamped Error Messages: Error messages in the agent application now include timestamps for better tracking.
• API: Base Exports: A new generator ensures more accurate and timely delivery of data.
• Queue Positions in English: Queue positions for inbound calls are now available in English.
• E-Signature Due Date Presentation: The presentation of due dates in the customer card has been updated when using Scrive for e-signatures.

Bug fixes

• User Interface Bug: Fix of issue in the communication component within the customer card.
• Missing Save Button: In some cases, the save button was missing when creating project users in the admin application.