Puzzel Workforce Management

What Puzzel Workforce Management is

Puzzel Workforce Management is a cloud-based platform for planning contact centre staffing around customer demand. It analyses historical data to forecast volumes across voice, email, chat and social media, and supports multiple forecasts within a week. Managers can build schedules using agent skills, adjust them in real time and use adherence tools to compare agent activity with scheduled tasks. Intraday management helps managers identify deviations as they occur.

Agents can use a self-service portal to set shift preferences, request holidays or other changes, and switch shifts. Reports cover agent shifts, adherence, holiday requests, payroll and overtime, and can be exported. Puzzel describes integrations with Salesforce, Microsoft Dynamics, Microsoft Teams and Zendesk, along with third-party CRM integration and APIs for reporting data. The application is web-based, with planner and agent portals accessed through major web browsers; API access is also listed. Puzzel describes technical and organisational measures intended to protect customer data and maintain confidentiality, integrity and availability. The product is intended for contact centre managers, resource planners and agents. It is listed as an add-on to Puzzel packages; pricing is on request.