Articles on: Integrations

Puzzel Integration: Retrieving and Evaluating Recordings

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.

Where can I find the recordings?

Recordings can be found in the left-hand navigation bar under Puzzel.
To display recordings on the page, first select the *Time period** for which you want to retrieve recordings.
Then select the Teams for which you want to search for recordings.

Please note that the integration fetches the recording URLs from Puzzel, so the search may take some time. For this reason, it's best to use short time ranges and select only the teams you need at a time.

Once the recordings are displayed based on the selected dates and teams, you can filter the results using the Filters section.

Filters only work once there is data in the table to filter.

You can use multiple filters at the same time and even reuse the same filters. You can also define whether the filtered data should be included (= icon) or excluded (≠ icon) from the results.
If using multiple filters, choose between AND / OR conditions based on your needs.

At the moment, search conditions cannot be saved as favorites, but this feature is coming and is on the roadmap!

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 "Fill evaluation form" column and click on it.

It’s recommended to open the form in a new tab if you want to keep your search filters!

Click the Fill Evaluation Form button, then right-click on the desired form and select "Open in new tab".

You will be taken to the form and the recording will appear for review on the right hand side of the form.
You can freely listen to or navigate through the recording, pause it, and adjust the playback speed.
The player is fixed in the top-right corner, so you can complete the form without interruption.
You can save the form as usual, and the recording will remain attached to the form as long as it is available in Puzzel or the form is stored in QualityDesk.
If the Agent or user being evaluated has login access to QualityDesk, they can listen to the recording directly from the evaluation form for as long as it meets the above condition.

Updated on: 30/04/2025

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