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

Require reason for Playback/delete/download

Most Archive users can Play recordings in Archive, and some might have access to delete and/or download recordings. The usage of the property we introduced June 25th, "Require reason for Playback" (shown on page Users - Products under Recording), is now also used for Delete and Download. If you want your users to give a reason for Playback, Delete or Download recordings in Archive, turn on this property. 

If you require a reason and a user Plays/Deletes/Downloads a call recording (or chatlog), the record in the Archive Audit log will now include the reason given.

Other minor improvements and bug fixes

• Archive small improvements related to search
• Increased max lenght for Firstname and Lastname  
• On page Real-time - Ticker User group, for an agent that has done an agent-to-agent call, this agent's Ticker value for Avg.speak time for this day was shown as 0, but now this bug is fixed. 

Agent Application

My Call Recordings

• Agents can now set and remove a “sensitive” flag on a call recording in the widget, in addition to Enquiry Registration
• Admins can now configure if access to play back recordings should require the agent to provide a reason. Agents have access to an overhauled playback experience that enables them to stay compliant when the organisation requires specified reasons to access a recording.

Phased rollout continues

• The new “Devices” settings section and additional audio configuration options and improvements continue to be rolled out gradually to customers over the course of this and next release windows.

Bugfix

• Fixed a bug where the Hold button could be stuck in a disabled state