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SPECIFICTION
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Puzzel Workforce Management

puzzel.com

WebAPI
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Spec score 6.9 #13 of 24 in Workforce Engagement Management Software

What it is

Puzzel Workforce Management is a cloud platform for staffing and scheduling contact centres. It forecasts contact volumes from historical data across voice, email, chat, and social media, and supports multiple forecasts within a week. Managers can build schedules using agent skills, then adjust them in real time as demand changes. Intraday tools compare current agent activity with scheduled tasks and identify 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 describes integrations with Salesforce, Microsoft Dynamics, Microsoft Teams, and Zendesk, plus third-party CRM connectivity and APIs for reporting data. Planner and agent portals run in major web browsers, with API access also listed. Puzzel describes technical and organisational safeguards for customer data. The product is intended for contact centre managers, resource planners, and agents. Pricing is available on request.

Spec sheet

Purpose
Puzzel WFM is a cloud-based platform for contact centre staffing and scheduling.Read 8 Oct 2026 · puzzel.com
Intended users
The product is described for contact centre managers, resource planners and agents who need to plan staffing against customer demand.Read 8 Oct 2026 · puzzel.com
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.Read 8 Oct 2026 · puzzel.com
Security
Puzzel's security introduction describes technical and organisational measures intended to protect customer data and maintain confidentiality, integrity and availability.Read 8 Oct 2026 · puzzel.com
Support
Puzzel directs customers to its Help Centre for support, product documentation and help resources.Read 8 Oct 2026 · puzzel.com
Headquarters
Oslo, NorwayRead 28 Sep 2026 · puzzel.com
Founded
1998Read 28 Sep 2026 · puzzel.com
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.Read 8 Oct 2026 · puzzel.com
Forecasting
It analyses historical data to predict contact volumes across channels and supports multiple forecasts in a week.Read 8 Oct 2026 · puzzel.com
Real-time adherence
Managers can compare agent activity with scheduled tasks and identify deviations in real time.Read 8 Oct 2026 · puzzel.com
Reporting
Reports cover agent shifts, adherence, holiday requests, payroll and overtime, and can be exported.Read 8 Oct 2026 · puzzel.com
Scheduling
Managers can create optimised schedules and adjust them in real time, including with multi-skill scheduling.Read 8 Oct 2026 · puzzel.com
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.Read 8 Oct 2026 · help.puzzel.com

Plans and prices

Puzzel Workforce Management Priced on request WFM is listed as an add-on to Puzzel packages; request a demo or contact sales for details Read 8 Oct 2026 · puzzel.com

Every Puzzel Workforce Management plan and price →

Strong points and limits

Strong points

  • Forecasts multiple channels
  • Skills-based schedule creation
  • Real-time adherence monitoring
  • Agent self-service portal
  • Exportable payroll and overtime reports

Limits

  • Pricing requires contacting sales
  • Cloud application depends on web browsers
  • Specific API capabilities are not detailed

Who it suits

This platform suits contact centre managers and resource planners forecasting demand and coordinating skilled staffing. Agents benefit from self-service scheduling and leave requests.

Verdict

Puzzel Workforce Management covers forecasting, skills-based scheduling, intraday adjustments, adherence, self-service, and reporting. It is a web and API product with pricing provided only on request.

Where Specifiction places it

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