AI for your Puzzel contact center

Stays the same in Puzzel

• Your numbers, queues, menus, and routing
• The Puzzel Agent Application your agents use
• Call recording and the Puzzel Archive
• Wrap-up fields and reporting

What IrisAgent adds

• Voice AI agents that resolve routine calls and transfer the rest
• An AI Summary tab with one-click wrap-up notes
• Live call copilot with grounded answers during the call
• AutoQA scoring for AI and human agents

Get your IrisAgent number

From the IrisAgent team.

1. Sign up by connecting your ticketing platform or a public website as a knowledge source.
2. The IrisAgent team turns on Voice AI and provisions a phone number for it.

Route calls from Puzzel

Choose which calls the AI answers.

1. In Puzzel, add the IrisAgent number as an external destination in the call flow, queue, or menu option you choose.
2. Send all calls, or only some: after hours, overflow, or one menu option. Your numbers stay the same.
3. Not sure where to set it? We map the routing to your Puzzel setup with you.

Turn on human handoff

In IrisAgent Voice AI settings.

1. In Voice AI settings, open the Call transfer tab and turn on Human handoff.
2. Enter the Transfer phone number of the Puzzel queue your agents answer, plus an optional Extension and Message before transfer.
3. Click Save transfer settings. The transfer number must never route back to the IrisAgent number, or the call will loop.

Test it

Place a real phone call.

1. Call your Puzzel number from an outside phone and confirm the IrisAgent greeting.
2. Ask for a person and confirm your Puzzel queue rings.
3. Review the call in Activity > Conversations.

Sign up for IrisAgent

Get your Tenant ID and Widget API Key.

1. Sign up by connecting your ticketing platform or a public website as a knowledge source.
2. Ask your IrisAgent representative to enable Voice AI and the Puzzel integration.
3. They give you a Tenant ID and a Widget API Key for step 3.

Create a PAWS service account

IrisAgent needs read access to the Puzzel Archive to fetch recordings.

1. Sign in to the Puzzel Administration Portal.
2. Go to Users > Administrators and create an administrator for the integration (for example, irisagent-integration), so you can audit its activity separately.
3. Grant Archive read access to recordings and call metadata, and Real-time read access to queue and call information.
4. Generate API credentials and note the Customer Number, Username, and Password.
5. Share them with your IrisAgent representative through the secure channel they provide.

Add the widget in Puzzel

In the Puzzel Administration Portal.

1. Go to Widgets > Widget Administration and click Add Widget.
2. Set Name to IrisAgent Call Summary, URL to https://widgets.irisagent.com/puzzel/summary, Tab title to AI Summary, and Default tab to Off.
3. Add three Widget Properties: irisTenantId (String, your Tenant ID), irisApiKey (Password, your Widget API Key), and irisEnvironment (Dropdown, production).
4. Under Feature Policy, allow clipboard-write. Copy to wrap-up needs it.
5. Save the widget.

Assign the widget to agents

Choose which agent groups see the AI Summary tab.

1. Go to Widgets > Widget Configuration.
2. Select the agent user groups that should see the widget.
3. Enable IrisAgent Call Summary for those groups and save.

Customize the summary (optional)

Change the sections agents see.

1. By default, summaries include Customer issue, Key points discussed, Resolution, and Wrap-up note.
2. To add sections such as sentiment, product name, or an escalation flag, ask your IrisAgent representative.

Test it

Use a test agent and a recorded queue.

1. Sign in to the Puzzel Agent Application as a test agent and confirm the AI Summary tab appears.
2. Place a test call into a recorded queue, answer it, and end it.
3. Within a few seconds, the AI Summary tab should show the summary.
4. Click Copy to wrap-up and check that the summary appears in Puzzel's wrap-up fields.
5. No summary? Check that recording is on for the test queue, look for [IrisAgent] messages in the browser console, or email support@irisagent.com with the call ID.