Puzzel
API integration

list_all_puzzel_user_groups

List user groups in Puzzel. Returns result with each group including id and name.

list_all_puzzel_token_info

Get access token information in Puzzel. Returns customerKey, customerId, userGroupId, userId, languageId, languageCode, passwordValidDaysLeft, and accessTokenExpiry in the response.

list_all_puzzel_scheduled_tasks

Search for scheduled tasks in Puzzel. Returns entries with details such as contactId, name, phone, duration, queueId, scheduledDateTime, reservedUserId, reservedUserName, and title.

get_single_puzzel_scheduled_task_by_id

Get an existing scheduled task in Puzzel using id. Returns fields such as contactId, name, description, phone, reservedUserId, scheduledDateTime, queueKey, and related variables.

create_a_puzzel_scheduled_task

Create a new scheduled-tasks in Puzzel. Returns result and code fields in the response.

update_a_puzzel_scheduled_task_by_id

Update a scheduled etask in Puzzel using id. Returns updated etask details such as contactId, name, scheduledDateTime, reservedUserId, and variables.

delete_a_puzzel_scheduled_task_by_id

Delete a scheduled task in Puzzel. Requires id. Returns code indicating the result of the operation.

create_a_puzzel_sm

Send an SMS message in Puzzel. Requires user_id. Returns code (status), id (message identifier), and message (status message) in the response.

list_all_puzzel_token_extended_information

Get extended access token details in Puzzel, including customerKey, userId, accessTokenExpiry, language, pauseTypes, and queues. Returns these fields in the response.

list_all_puzzel_archive_records

Search archive records in Puzzel for a specific user. Requires user_id. Returns fields including recordStart, accessPoint, callId, recordingType, contentAvailable, surveyExist, enquiryRegistrationExists, entries, tags, and comment.

delete_a_puzzel_archive_record_by_id

Delete an archived record in Puzzel. Requires user_id. Returns code (status), id (record identifier), and message (operation result details) in the response.

get_single_puzzel_archive_stream_by_id

Stream archive recordings for a specific user in Puzzel. Requires user_id, iq_session_id, and id. Returns the audio/video stream content for the requested archive recording.

puzzel_archive_recording_files_download

Download a recording file from Archive in Puzzel. Requires user_id, iq_session_id, and index. Returns the audio file as application/octet-stream with Content-Disposition header indicating filename.

get_single_puzzel_enquiry_registration_by_id

Get enquiry registration for a specific user by callId in Puzzel. Requires user_id, and id. Returns fields including id, time, agentId, agentName, queueKey, queueDescription, categories.

get_single_puzzel_survey_by_id

Get survey from Puzzel by user_id and id. Returns survey details including key fields for the specified callId.

list_all_puzzel_archive_audit_logs

Search archive audit logs in Puzzel. Returns id, dateTime, operation, iqSessionId, recIndex, mediaType, and userId fields for each log entry in the response.

update_a_puzzel_archive_tag_by_id

Update tags for a specific call archive in Puzzel using user_id and id. Returns code, id, and message indicating the update result.

list_all_puzzel_catalog_timezone

Get the customer timezone set in the Puzzel database. Returns result, code, id, and message fields in the response.

update_a_puzzel_catalog_timezone_by_id

Update the customer timezone in Puzzel. Returns code, id, and message indicating the result of the operation.

list_all_puzzel_catalog_contacts

Search catalog-contacts in Puzzel using user_id. Returns id, firstName, lastName, title, info, organizationName, communicationPoints, and other contact details in the response.

get_single_puzzel_catalog_contact_by_id

Retrieve a contact by contactId in Puzzel. Requires user_id, and id. Returns fields such as id, firstName, lastName, title, info, services, communicationPoints with status and address, isCalenderBusy, and organization details.

list_all_puzzel_contacts_appointments

List all appointments for a specific contact in Puzzel using user_id and contact_id. Returns id, subject, location, beginTime, endTime, description, durationMinute, isPrivate, isAvailable, source, and absence fields.

create_a_puzzel_contacts_appointment

Create a new appointment for a contact in Puzzel. Requires user_id, and contact_id. Returns code, id, message, and result fields in the response.

update_a_puzzel_contacts_appointment_by_id

Update an existing appointment for a contact in Puzzel. Returns code, id, and message fields indicating the result of the operation. Requires user_id, and contact_id.

delete_a_puzzel_contacts_appointment_by_id

Delete an appointment in Puzzel for a specific contact using user_id, contact_id, and id. Returns code, id, and message indicating result.

list_all_puzzel_access_point_tickers

Get ticker data for access numbers in Puzzel by ticker_period_window. Returns accesspoint, requestsOffered, and requestsAnswered fields in the response.

list_all_puzzel_state_information

Get real-time agent state and statistics for a specific user group in Puzzel. Requires ticker_period_window, and userGroupName. Returns userId, name, status, stats, and survey results fields.

list_all_puzzel_personal_queue_requests

List requests in the personal queue for a user in Puzzel. Requires user_id. Returns requestId, serviceId, timeInQueue, vip, mediaType, requestStatus, sla, description, category, callbackScheduledTime, and more for each request.

list_all_puzzel_connected_requests

List connected requests for a specific user in Puzzel. Requires user_id. Returns queueName, requestCategory, requestDescription, requestRemoteAddress, durationSeconds, userName, and userId for each connected request.

list_all_puzzel_user_state_information

Get user state information in Puzzel by user_id. Returns userStatus, contactCentreStatus, status duration, chat connection details, silent monitoring flags, and related fields in the response.

list_all_puzzel_extended_user_state_info

Get very detailed user state information in Puzzel. Requires user_id. Returns userStateInformation, systemDateTime, iqSessionStateInformation, recordingInfo, requestPersonalQueueList, request, and pauseDisabledList fields in the response.

list_all_puzzel_agents_stats

Get real-time agent stats in Puzzel for a given user_id, and ticker_period_window. Returns queuesTotal, pause, and overview data including requestsOffered, requestsAnswered, loggedOnSeconds, inPauseSeconds, survey stats, and more.

list_all_puzzel_user_visual_queues

List visual queues for a specific user in Puzzel user_id. Returns a list with fields: requestId, serviceId, timeInQueue, vip, mediaType, requestStatus, queueId, and callbackScheduledTime.

get_single_puzzel_user_visual_queue_by_id

Get visual queue information in Puzzel for a specific visual queue using user_id, and id. Returns fields such as requestId, serviceId, timeInQueue, mediaType, requestStatus, and destination.

list_all_puzzel_visual_queues

List visual-queues in Puzzel. Returns id, description, and queues with id, key, description, and serviceId in the response.

get_single_puzzel_visual_queue_by_id

Get user visual queue information in Puzzel for a specific visual queue. Requires id, and result. Returns usersDetails and usersOverview fields with details on users and overall queue status.

list_all_puzzel_visual_queue_state_info

Get visual queue state and ticker information in Puzzel. Requires visual_queue_result. Returns id, description, waitTimeMaxSeconds, waitTimeAverageSeconds, queueSize, agentsLoggedOn, agentsInPause, agentsReady, agentsUnavailable, sla, queueSizeCiq, unblockedLoggedIn, unblockedUnavailable, queueSizePreferred, callsOfferedToday, callsAnsweredToday, ciqsOfferedToday, ciqsAnsweredToday, callsAnsweredWithinSla, alarmFlag, ciqScheduled, callsAbandonedToday, callsAbandonedWithinSla, silentCallsToday fields in the response.

list_all_puzzel_visual_queue_ticker

Get visual queue ticker information in Puzzel for the specified ticker_period_window, and visual_queue_result. Returns id, description, call statistics, CIQ and survey results in the response.

get_single_puzzel_etask_by_id

Get details about a specific etask request in Puzzel. Requires id. Returns id, additionalInfo, requestStart, queueEntryTime, reservedUserExpiry, status, queueId, mediaType, queuePosition, iqSessionId, extendedInformations, from, to, vipScore, reservedUserId, and variables.

create_a_puzzel_etask

Add etasks or emails in Puzzel. Returns the created etask object including from, to, subject, uri, vipScore, reservedUserId, reservedUserWaitTime, category, description, variables, queueKey, and xdrCopy fields.

delete_a_puzzel_etask_by_id

Delete an existing etask/email request in Puzzel by id. Returns code indicating operation completion.

update_a_puzzel_etask_by_id

Update etask or email request in Puzzel. Returns updated fields including subject, uri, vipScore, reservedUserId, reservedSecondsFromNow, category, description, queueKey, variables, and xdrCopy.

update_a_puzzel_request_by_id

Update a request in queue by id in Puzzel. Returns code, id, and message fields indicating the result of the operation.

get_single_puzzel_request_by_id

Get details about a specific request in Puzzel. Requires id. Returns fields such as remoteAddress, destination, requestStart, status, variables, extendedInformations, and outboundInfo.

delete_a_puzzel_request_by_id

Delete a request in Puzzel. Requires id. Returns code, id, and message indicating the operation result.

list_all_puzzel_missed_calls

List missed calls in Puzzel for a specific queue using queue_id. Returns key fields for each missed call: queueId, queueName, requestId, requestRemoteAddress, destination, queueEntered, inQueueSeconds, category, description, reservedUserId, mediaType, tagLevel, userIdTagged, userNameTagged, and dateTimeTagged.

puzzel_missed_calls_tag

Tag a missed call in Puzzel. Requires missed_call_id. Returns code, id, and message fields indicating the tagging operation result.

list_all_puzzel_user_missed_calls

List missed calls for a user in Puzzel by id. Returns fields such as queueId, queueName, requestId, requestRemoteAddress, destination, queueEntered, inQueueSeconds, category, tagLevel, userIdTagged, userNameTagged, dateTimeTagged, and others.

get_single_puzzel_user_request_by_id

Get details of a specific user request in Puzzel using id. Returns fields such as remoteAddress, destination, status, queueId, vip, mediaType, variables, and extendedInformations.

puzzel_user_requests_reserve

Reserve a user-request in Puzzel by user_id and request id. Returns code, id, and message indicating the reservation result.

delete_a_puzzel_user_request_by_id

Cancel a reserved user-request in Puzzel. Requires user_id, and id. Returns code, id, and message indicating the result of the cancellation.

puzzel_user_requests_events

Create session request event in Puzzel for a specific user and request. Requires user_id, and request_id. Returns code, id, and message fields in the response indicating the result.

list_all_puzzel_request_extended_information

Get extended information about a specific request in Puzzel. Requires request_id. Returns fields: time, message, fullUserName, userId, type, and userName for each entry in the response.

list_all_puzzel_user_call_logs

List last 20 request logs for a specific user in Puzzel, including queueName, queueId, accessPoint, requestId, mediaType, callType, requestRemoteAddress, answeredAt, and speakTimeSeconds. Requires user_id. These fields are returned in the response.

create_a_puzzel_user_callout_request

Create an outgoing callout request for a user in Puzzel using user_id. Returns callout execution details including destination, scheduling, and agent assignment fields.

delete_a_puzzel_user_callout_request_by_id

Delete a specific callout request for a user in Puzzel. Returns code (operation status), id (request id), and message (operation result).

create_a_puzzel_user_email

Send an email message for a specific user in Puzzel. Requires user_id. Returns code, id, and message fields indicating the email send status and message id.

create_a_puzzel_user_enquiry_registration

Create enquiry registration for a user in Puzzel. Requires user_id. Returns code (status code), id (enquiry registration id), and message (response information).

list_all_puzzel_enquiry_registrations_categories

Get enquiry registration categories and topics in Puzzel using user_id, and result. Returns code, id, and message fields in the response.

list_all_puzzel_outbound_request_feedback

Update an outbound dialler request with feedback in Puzzel. Requires user_id. Returns code, id, and message indicating the result of the update.

list_all_puzzel_call_recordings

Get recording details of the connected call in Puzzel using user_id. Returns recordingIndex, recordingStart, recordingState, forcedOnQueue, forcedOnUser, and lengthSeconds fields.

puzzel_call_recordings_command

Send a recorder command for a user session in Puzzel. Requires user_id. Returns code, id, and message indicating the command status.

puzzel_user_sessions_command

Execute a command for an active user session in Puzzel using user_id and session_id. Returns code, id, and message indicating the command status.

list_all_puzzel_languages

List languages in Puzzel. Returns each language's id, code, and description in the response.

list_all_puzzel_system_date_time

Get system date and time in Puzzel. Returns result (system dateTime), code, id, and message in the response.

list_all_puzzel_system_properties

Retrieve a list of property settings for a specified property_group in Puzzel. Returns key, value, and typeId for each property.

create_a_puzzel_system_property

Set property value for a property group in Puzzel. Requires property_group. Returns code, id, and message fields in the response indicating result and operation info.

get_single_puzzel_system_property_by_id

Get details about a system property in Puzzel using property_group, id, and userId. Returns key, value, and typeId fields in the response.

list_all_puzzel_queues

List queues in Puzzel. Returns id, key, description, and serviceId for each queue.

list_all_puzzel_services

List services in Puzzel. Returns id, number, and description fields for each service in the response.

list_all_puzzel_service_qualities

List service qualities in Puzzel. Returns id, number, description, serviceId, and elements (with id, name, userLevel) fields in the response.

list_all_puzzel_user_service_labels

List service labels for a specific user in Puzzel. Returns nodeType, label, and nodeId for each service label.

puzzel_user_service_labels_search

Search for service labels in Puzzel for a specific user using user_id. Returns nodeType, label, and nodeId for each matched service label.

list_all_puzzel_access_logs

List access logs in Puzzel for the last 14 days. Returns entries containing id, dateTime, ip, clientType, clientInfo, logInResult, userId, and userName.

list_all_puzzel_changelogs

Search change logs in Puzzel for the past 3 months. Returns entries with id, dateTime, userId, auditType, operation, key, and value for each change.

puzzel_access_token_logout

Log out and destroy access token in Puzzel. Returns code, id, and message fields in the response.

list_all_puzzel_pause_types

List pause types in Puzzel. Requires userId. Returns id and description for each pause type in the response.

list_all_puzzel_users_search

Search for users in Puzzel using user_id. Returns user details such as userGroupName, profileName, chatState, contactCentreStatus, joined, userStatus, sessionTime, and profiles.

get_single_puzzel_profile_by_id

Get details of a specific profile for a user in Puzzel using user_id, and id. Returns profile fields including id, number, lastPhoneNumber, phoneNumber, phoneType, name, groupProfile, and qualities.

create_a_puzzel_profile_element

Add a quality element/skill to a specific user profile in Puzzel. Requires user_id, and profile_id. Returns code, id, and message indicating the result.

delete_a_puzzel_profile_element_by_id

Remove a skill from profile in Puzzel. Requires user_id, profile_id, and id. Returns code, id, and message fields in the response indicating the operation result.

list_all_puzzel_iq_session_state_info

Get IQ session state information for a specific user_id in Puzzel. Returns iqSessionId, iqSessionState, requestIds, user session details, and request metadata for the given user_id.

list_all_puzzel_available_users

List available users (Ready) in Puzzel for a specific user. Requires user_id. Returns the users who are logged on and available.

list_all_puzzel_query_users

Search users by queue or user filter in Puzzel. Requires user_id. Returns sourceSearchResultType, contactCentreStatus, queueDescription, queueKey, userFullName, userId, userName, userStatus, and chatState fields in the response.