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Puzzel Workforce Management
Oslo, Norway
What it is
Puzzel Workforce Management is a cloud platform for planning contact-centre staffing around demand. It analyzes historical data to forecast volumes across voice, email, chat, and social media, with support for multiple forecasts in one week. Managers can build schedules using agent skills and adjust them in real time. Intraday tools compare current activity with scheduled tasks and highlight deviations. Agents use a self-service portal to set shift preferences, request holidays or other changes, and switch shifts. Reports cover shifts, adherence, holiday requests, payroll, and overtime, with export options. Puzzel lists integrations with Salesforce, Microsoft Dynamics, Microsoft Teams, Zendesk, and third-party CRM systems, plus APIs for reporting data. Planner and agent portals run in major web browsers, while API access is also listed. The product is aimed at contact-centre managers, resource planners, and agents. Pricing is on request, and WFM is listed as an add-on to Puzzel packages.
For and against
For
- Forecasts demand across four communication channels
- Supports skills-based and real-time scheduling
- Agent portal handles preferences and shift changes
- Reports include payroll and overtime
- Integrates with major CRM and collaboration tools
Against
- Pricing is available only on request
- WFM is listed as an add-on
- Requires web portals or API access
The verdict
Puzzel WFM combines forecasting, scheduling, adherence monitoring, agent self-service, and reporting for contact centres. Prospective customers need to request a demo or contact sales for pricing.
Who it suits
It suits contact-centre managers, resource planners, and agents coordinating staffing against changing demand. Teams needing skills-based schedules, self-service changes, and operational reports may find its scope relevant.
Plans and prices
Puzzel Workforce Management
WFM is listed as an add-on to Puzzel packages; request a demo or contact sales for details
Read 8 Oct 2026 · puzzel.com
On the record
- Agent self-service
- Agents can manage shift preferences and holiday requests, and the product describes a self-service portal for requesting changes or switching shifts.puzzel.com · read 8 Oct 2026
- Forecasting
- It analyses historical data to predict contact volumes across channels and supports multiple forecasts in a week.puzzel.com · read 8 Oct 2026
- Integrations
- Puzzel says its platform integrates with Salesforce, Microsoft Dynamics, Microsoft Teams and Zendesk; its WFM page also describes third-party CRM integration and APIs for reporting data.puzzel.com · read 8 Oct 2026
- Intended users
- The product is described for contact centre managers, resource planners and agents who need to plan staffing against customer demand.puzzel.com · read 8 Oct 2026
- Purpose
- Puzzel WFM is a cloud-based platform for contact centre staffing and scheduling.puzzel.com · read 8 Oct 2026
- Real-time adherence
- Managers can compare agent activity with scheduled tasks and identify deviations in real time.puzzel.com · read 8 Oct 2026
- Reporting
- Reports cover agent shifts, adherence, holiday requests, payroll and overtime, and can be exported.puzzel.com · read 8 Oct 2026
- Scheduling
- Managers can create optimised schedules and adjust them in real time, including with multi-skill scheduling.puzzel.com · read 8 Oct 2026
- Security
- Puzzel's security introduction describes technical and organisational measures intended to protect customer data and maintain confidentiality, integrity and availability.puzzel.com · read 8 Oct 2026
- Support
- Puzzel directs customers to its Help Centre for support, product documentation and help resources.puzzel.com · read 8 Oct 2026
- Web access
- Puzzel's WFM requirements document describes the application as web-based, accessed through planner and agent portals over port 443, and supporting major web browsers.help.puzzel.com · read 8 Oct 2026
