Puzzel

Puzzel can be integrated at two levels: real-time data and historical data.

• Real-time data, makes it possible to see data such as queue status, agent status, etc.
  
• Historic data, makes it possible to see data such as the number of calls over time, the historical average processing time, etc.

Set up data source

To set up the Puzzel integration with Board, simply follow these steps:

1. Go to Settings > Integrations

2. Click on Add integration > Select Puzzel as the integration

3. Optionally, name the data source, e.g., if you have multiple data sources of the same type

4. If you want to see real-time data, you will need access to your Puzzel API

To integrate Puzzel Live with Board, we strongly recommend creating a separate API user in Puzzel. 

5. Enter the Client number, user name and password of the API user 

6. If you want to see historical data, you will need access to your Puzzel database.

You must contact Puzzel to set up a mirrored database, which is necessary to access historical data. Once this is created by Puzzel, they will provide you with the server address and port to enter in Board.

The following IP address must be provided to Puzzel support, which they will need to set up the database on their end: 18.200.146.115.

7. Enter the database name, typically this is equal to "ConnectCallData_xxxxx" where xxxxx is equal to your customer number, user name and password

8. Click on Next and choose if you want to include customer comments

9. Optionally, click Check credentials to validate the information. If all the details are validated, they will be highlighted in green

10. Finish by clicking Save

Using filters when setting up boards and games

Period: Real time

• Visual queues 

Period: Historic

• Telephone queues

Callbacks

When a customer chooses to request a callback instead of waiting in the queue, the call will not be assigned to an agent immediately (marked as Callback = true in the dataset).