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. 
  • With historic data you can visualize data based these data sets:
    • Calls log: Displays all call records
    • Calls: Displays all unique call records 
    • Enquiry Registrations
    • Surveys

Content

• Set up data source
  • Real-time data
  • Historical data
• Puzzel Embedded widgets

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

When using queue-based filters in your boards and games, make sure to use Visual Queues for real-time data and Telephone Queues for historical data.

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).

Puzzel Embedded widgets

When setting up Puzzel Embedded Widgets with Board, the first step is to create a token in Board and insert it into the corresponding widget in Puzzel.

Creating a token in Board

To create a token in Board, follow these steps:

1. Go to Settings 
2. Navigate to Integrations
3. Click View on the Puzzel integration 
4. Go to the Web Widget tab 
5. Click Create token
   1. Enter a name (e.g. Puzzel Widget) 
6. Click Save 
7. Click View token 
8. Copy the token and insert it into the Puzzel widget property called "token"

Create widget in Puzzel

In order to create a widget within Puzzel, the side menu Widget should be activated on your account, with the following sidemenus: Widget configuration, Tab configuration and Widget Administration. 

If not reach out to Puzzel Support and have them activate the sidemenues.

1. Navigate to Puzzel Admin
   1. Go to Widget 
      1. Go to Widget Administration
         1. Click Add widget
         2. You need to configure the following:
            1. Name: IntraManager 
            2. Title: IntraManager 
            3. URL: https://board.intramanager.com/embedded/puzzel 
            4. Handshake: Yes 
            5. Allow to get Puzzel access token: No 
            6. Type: Widget
            7. Click Add widget
            8. Open the widget
               1. Click Add widget property
               2. Add token
                  
      2. Create tab and add the widget
         1. Go to Widget > Tab configuration
         2. Click Add tab at the bottom
         3. Save changes
         4. Click on the tab to add the widget to the tab
         5. Click on '+ Insert' widget 
            1. Find the widget you created and click Add widget
               1. Enable Default hide widget and Default hide until state changes
               2. Click Save changes
      3. Activate tab 
         1. Go to Tab settings
         2. Enable the toggles under Properties
         3. Click Confirm and Save
            1. Go back to your tab configuration  to activate the specific tab you just created, for the users and teams that should see the IntraManager widget within their agent application.
               1. If you click On, everybody can see the widget 
               2. If you click Off, you can select your specific User Groups 
                  1. Click Save and close
                  2. Under User you can select a specific user
            2. It should be On on the User Group or on the Specific agent
            3. Click save changes

Add widget to the agents profile

Whenthe widget is set up, the Puzzel agent must click the '+' to add the widget to their profile. 

Once this is set up, Board will automatically identify the currently logged-in Puzzel user and match them with the corresponding Board user via the integration’s user mapping.