Puzzel Integration: Customer interactions
Roles, that can do this: Team leaders, Coaches, Unit supervisors, Management and Admin -users. Agents can see the recording of the contact on the form that has been filled for him/her.
If your organisation has a Puzzel contact centre and integration with QualityDesk, you can retrieve and listen to customer encounter recordings directly in the QualityDesk application.
You can find the recordings in the navigation bar on the left under "Puzzel".
From the page, you can view the recordings by selecting the desired date range and the teams you want to see the recordings from.
You can use the filters available to limit the number of recordings.
From the Puzzel page, select the recording you want to watch and go to the right side of the table.
Select the form you want to use from the "Evaluate" column and click on it.
You will be taken to the form and the recording will appear for review on the right hand side of the form.
You can listen/scan the recording freely, pause it, etc.
You can save the form as normal and the recording will remain on the form as long as it is available for listening in Puzzel or the form remains in QualityDesk.
The recording can also be viewed by the employee during the assessment.
Puzzel Integration: Searching and evaluating customer interactions in QualiyDesk
If your organisation has a Puzzel contact centre and integration with QualityDesk, you can retrieve and listen to customer encounter recordings directly in the QualityDesk application.
Where can I find the recordings?
You can find the recordings in the navigation bar on the left under "Puzzel".
From the page, you can view the recordings by selecting the desired date range and the teams you want to see the recordings from.
You can use the filters available to limit the number of recordings.
How can I view/listen to recordings?
From the Puzzel page, select the recording you want to watch and go to the right side of the table.
Select the form you want to use from the "Evaluate" column and click on it.
You will be taken to the form and the recording will appear for review on the right hand side of the form.
You can listen/scan the recording freely, pause it, etc.
You can save the form as normal and the recording will remain on the form as long as it is available for listening in Puzzel or the form remains in QualityDesk.
The recording can also be viewed by the employee during the assessment.
Updated on: 01/12/2023
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