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Press Release

Puzzel launches new dashboard for visualising real-time contact centre performance

A screenshot of Puzzel's new dashboard.

New dashboard supports managers with a clear, holistic overview of their most important metrics

LONDON, UK, 23rd February: Puzzel, the leading European provider of cloud-based contact centre solutions, has today launched a new dashboard that enables customer service leaders to visualise all their most important real-time performance metrics in one place. A new ‘What’s New’ page on the Puzzel website has also been launched to keep customers, partners and industry professionals abreast of the company’s continuous innovation.

Customer service leaders need to be able to quickly gather and analyse data from different sources to assess their contact centre performance and make effective decisions for their teams. Puzzel’s new dashboard makes this easier than ever, with managers and supervisors able to build their own personalised boards visualising any of the real-time data available within their Puzzel Contact Centre.

The dashboards are fully customisable, with a widget-based design that lets users drag and drop, arrange, resize and display data components however they wish. Metrics including traffic data, agent performance and queue overviews can be visualised using a range of different interactive tables and charts.

New dashboard capabilities include:

  • Build custom dashboards: Select and visualise any real-time traffic, queue or agent performance data available within your Puzzel Contact Centre solution.
  • Customise the layout: Choose the right size and position for each data component to tell a clear and powerful data story.
  • Edit your widgets: Use the Widget Editor to edit each data component, including its visual appearance
  • Manage your dashboards: Create, save and delete dashboards or widgets with confidence, with notifications of performed actions.

Thomas Rødseth, Chief Technology Officer at Puzzel, commented: “Monitoring your contact centre performance in real-time can be a real struggle when your data is difficult to read and located in multiple places. Our new dashboard enables leaders to gather all the metrics they need in one place and to display this data in a really clear, visual way that works for them. This makes it easier to spot and react to trends as they’re happening. At a glance, leaders can see what’s going well, what needs attention, and where improvements can be made to enhance the customer experience.”

Puzzel’s new dashboard is now available to all users within the Puzzel Contact Centre Administration Portal at no extra cost.

You can find out more at www.puzzel.com/whats-new

About Puzzel

Puzzel is the leading European provider of cloud contact centre solutions. Every day, more than 1,100 organisations across 40 countries use our software to deliver smart customer experiences, blending the powers of people and technology to serve customers efficiently, effectively and with empathy. The Puzzel Platform enables organisations to create rich journeys for their customers, with a mix of live and self-service experiences that give people the freedom to choose when, where and how they get help. Artificial intelligence is harnessed at every touchpoint to automate tasks, provide insight, and personalise service and support. Puzzel also includes a suite of productivity and planning tools to empower managers and agents to reach their goals and continuously improve performance. With 20+ years of experience in the industry, Puzzel is the CCaaS provider organisations trust when every moment matters.