Adding a Puzzel integration into ScorebuddyCX is a one-time task where you authorize ScorebuddyCX to receive interaction data from your Puzzel Contact Centre. Access is read-only, and no personal Puzzel logins are shared.
Before you start
A Puzzel administrator in your organization needs to create the credentials ScorebuddyCX will use. This takes a couple of minutes.
How to create your credentials in Puzzel:
Log in to the Puzzel ID administration portal as an administrator.
Create a new OpenID Connect (OIDC) client for an external integration. Puzzel generates a Client ID and a Client Secret.
Assign the scope contact-centre to the OIDC client. This limits ScorebuddyCX to your contact centre interaction data.
Make a note of your Puzzel region (EU or UK).
How to add the integration in ScorebuddyCX:
Select Score > Interactions
Then View Integrations
Followed by Add Integration.
Scroll down to Puzzel logo and select Add Integration.
You’ll be presented with a short form to complete. All fields are required:
The Label and Description are for your reference. If you have multiple Puzzel instances, add an identifier to the label and description so they can be told apart.
Paste in the Client ID and Client Secret from Puzzel, and select your Region (EU or UK).
Set a data retention policy which specifies how long you wish ScorebuddyCX to store your cases. Once this period has been exceeded the case details are automatically removed.
Set a data backfill period. You can choose to import up to [X weeks] of historical data when connecting Puzzel.
When you are done click Connect Puzzel to ScorebuddyCX. You will be shown a confirmation message.
You can now use the link to begin matching Agents in ScorebuddyCX with Agents in Puzzel. If you prefer to do this later, return to the “View Integrations” page, select the “More” dropdown and select “Match Users”. Please note: this is a critical step before you begin to build lists.
How to set up call transcript ingestion:
Complete this step only if you want your Puzzel call transcripts imported into ScorebuddyCX. Puzzel stores these in Capturi, its Conversational Intelligence product.
Ask someone with the Owner role in your Capturi organization to create the token. No other role can open the API page.
The Owner logs in to Capturi and goes to Organization > API (Log in to Conversational Intelligence ), then creates an API token.
Paste the token into the Capturi API Token field.
Leave Capturi Base URL empty to use the default, https://api.capturi.ai. Only change it if you’ve been given a different address.