CxEngage Release 24.08.10
All Regions	August 10, 2024

Update: Platform Flows - Update forced wrapup to handle agent-session-end (CXV1-30596)

Wrap-up has been updated to account for lost agent sessions. If an agent's session is forcibly terminated before a voice interaction finishes, for example the browser window closes or internet loses connection, wrap-up will not begin. If the agent's session is terminated during wrap-up, wrap-up will end immediately. In both cases if Forced Disposition Select has been enabled for the agent, a Fallback Disposition code can be provided to disposition the interaction.

Update: Platform Flows - Expose outbound ani with transfer (CXV1-30597)

Previously, the Caller ANI for transferred interactions was always set to interaction/contact-point unless overwritten globally. This is now a configurable property in the Flow's Settings. This follows the same behavior pattern as the Outbound Caller ANI in the Work Offer Flow and the Resource Flow, and must be a valid from endpoint.

Update: Platform Flows - Include configurable timer with Ready After Work Rejected (CXV1-30598)

When Ready Resource On Work Rejected is enabled, an optional Ready After Timeout is added to the Work Offer Flow and the Resource Flow to set a delay before making the resource ready to take work again. This can be useful to prevent work being assigned to the same agent repeatedly after the work is rejected. The agent can manually set themselves back into a ready state during this period.

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CxEngage Release 24.08.03
All Regions	August 03, 2024

Upgrade: Expose VIEW ONLY in Flow Designer with appropriate VIEW FLOW permissions

To clarify the permissions needed to create, manage, and view flows, the following is true:

To create and manage flows, you must belong to the default Administrator role or to a custom role that includes the MANAGE_ALL_FLOWS permission.

To view the list of Flows, you must belong to the default Supervisor role or to a custom role that includes the VIEW_ALL_FLOWS permission.

To view the Flow Designer, you must belong to a custom role that includes all of the following permissions:

• VIEW_ALL_FLOWS

• VIEW_ALL_MEDIA

• VIEW_ALL_PROVIDERS

• VIEW_ALL_BUSINESS_HOURS

• VIEW_ALL_QUEUES

• VIEW_ALL_LISTS

• VIEW_ALL_USERS

• READ_DISPOSITION_LIST

• READ_PRESENCE_REASONS

• READ_REASON_LIST

• VIEW_ALL_TRANSFER_LISTS

• INTERACTION_ATTRIBUTES_CONFIG_READ

Important: Users with only the VIEW_ALL_FLOWS permission will only see the list of Flow names at Flow > Flow.

Note: The PLATFORM_VIEW_ALL permission will also allow a user to view the Flow Designer window.

CxEngage Release 24.07.27
All Regions	July 27, 2024

Upgrade: Matchmaker 2.0 to Improve Queue Performance and Agent Allocation

As part of this release, Enghouse Interactive will upgrade CxEngage to Matchmaker v2.0. This update improves multi-queue performance and multi-skilled agent allocation in your tenant. You may also notice faster agent and call allocation rates and improved proficiency-based routing.

This change has been in the field and evaluated by fellow CxEngage users for over six months.

No intervention is needed on your part. If you have issues after the release, please contact Enghouse Interactive support.

CxQM Release 24.07.20
All Regions	July 20, 2024

Update: CxQM SFTP Archival Feature Release

To allow you more control of archived recordings and captures, Enghouse Interactive has introduced a feature in CxQM that allows you to immediately archive completed Skylight voice interactions to a remote server at your location. This will allow customers to store recordings on their own SFTP server instead of on the Enghouse cloud storage.

A seamless connection between your remote server and CxQM allows supervisors to continue to perform evaluations, use Playback, run reports, and export audio recordings in CxQM.

Note: Voice and screen recording files are stored in the Recordings directory on your remote server.

To create an archiving link to your remote server, you will need to provide an SFTP address and SFTP credentials.

1. Navigate to Quality Management > Administration > Setup > Storage Settings.

   

2. Check the Enable External Recording Storage box.

3. Enter the SFTP Server address, which should begin with "sftp."

4. Enter the User Name and Password related to your SFTP server.

5. Click Save.

Once you set up the external link, supervisors will use CxQM the same as they did before this update. No new processes are needed.

CxEngage Release 24.06.29
All Regions	June 29, 2024

Fix: The Dequeue Timeout field in the Queue with Flow native reusable’s parameters (CXV1-30425)

Currently, in a reusable flow, if both the Dequeue After Timeout and the Dequeue Timeout values are set by a variable, only the Dequeue After Timeout variable is used by the flow. The Dequeue Timeout variable to ignored.

Now, both variables will be used by the flow to determine when the interaction is dequeued.

Fix: Config-UI - Flows - Improve fetching of flow versions (CXV1-30486)

Improved CxEngage's performance when loading the Flow Management page at Flows > Flows.

CxEngage Release 24.06.01
All Regions	June 01, 2024

Update: Create Permission to allow users to modify skill proficiency (CXV1-30360)

A new permission has been added to CxEngage. Users assigned to a role with the MANAGE_SKILL_PROFICIENCY permission can view the Skills Management list and modify a user's level of Proficiency on the detail panel for a specific skill in the tenant. The value you enter as a Proficiency must be between 1 and 100. The permission is added to the Administrator role by default.

Important: Users assigned to a role with this permission cannot change their own proficiency.

Note: This does not give permission to add or remove skills or users.

Fix: Incorrect Default IDP Selection in Auth-Info API (CXV1-30232)

Previously, the default identity provider (IDP) for a given tenant was not correctly returned when the /v1/auth-info/tenant-id endpoint was called. The API returned all active IDPs associated with the tenant and if there was more than one result, it defaulted to the first result in the list.

This issue has been corrected so that when the "default_identity_providers" field is assigned on a tenant, the API returns the IDP corresponding to the "default_identity_providers" value.

CxEngage Release 24.03.20
All Regions	March 20, 2024

Important: Only Functioning Email Addresses Should be Entered in CxEngage

If your email server responds with an error to a CxEngage email invitation, that email address will be blocked for outgoing mail until Enghouse Support manually removes the block. Please ensure all addresses are working and receiving email before creating your user in CxEngage User Management. If your user is unable to receive CxEngage email contact Enghouse support for validation.

Fix: Randomly, reports will lose the layout setting and switch from Bottom to Top for Results Positioning (CXV1-28937)

Occasionally, when you set a report layout to have Results Positioning for aggregates show at the bottom of a report, the feature would reset to the default on its own and show Results Positioning at the top of the report.

This has been fixed. When you select Bottom as the setting for Results Positioning it will reflect your selection until you change it.

Fix: Chrome 115.x.xxx and above/Edge/Firefox CORS update is not allowing user to access artifacts (CXV1-30014)

Previously, some users experienced errors when using Edge, Firefox, or Chrome 115.x.xxx and above to access voice and messaging artifacts in CxEngage. This has been fixed and users are able to open the details panel for interactions in Historical Reporting using these browsers.

CxEngage Release 24.03.09
All Regions	March 09, 2024

Fix: Play Media with Variable Input Continues after Customer-Disconnect in Queue with Flow (CXV1-22381)

Previously, some interactions did not end when a customer hung up and were stuck in queue due to an issue with a Play Media action.

This issue is fixed. When a customer disconnects during a Play Media action, customer-disconnect will now occur before the Play Media action ends. This allows Immediate Catch decorations on Play Media to catch the customer-disconnect signal. If this is not caught, the Play Media action will terminate with a customer-disconnect escalation.

Maintenance: Update the Microsoft Outlook OAuth's client secret and client id (CXV1-30285)

The security token used in the CxEngage email integration which allows agents to receive emails in Skylight Desktop is due to expire on March 14, 2024. This release will automatically update this information. You are not required to do anything more.

If you experience email problems in Skylight Desktop after this release you can update the Microsoft login manually by opening the Email Integration at CxEngage > Configurations > Integrations. Follow the Updating the Email Integration To Use Microsoft Oauth instructions to update both the integration and the listener.

If you still experience email problems in Skylight Desktop after a manual update please contact Enghouse Support.

CxEngage Release 24.03.06
All Regions	March 06, 2024

Fix: Super-agent monitoring - non-webrtc extensions (CXV1-30229)

An issue where the participant's hold state in Agent Desktop was not reflected properly has been fixed.

CxEngage Release 24.02.21
All Regions	February 21, 2024

Fix: Quality Management | White space is added on top of QM main menu across all the pages for all Production /Staging tenants (CXV1-30247)

An issue where white space is displayed below the main menu bar in Configuration has been fixed. The white space has been removed.

CxEngage Release 24.02.10
All Regions	February 10, 2024

Update: CxUI - Invalidate cache on deploy

With this update, when all future deployments are complete, in CxEngage and Skylight you will see a notification that a new version of the application is available. You are prompted to refresh your screen. After you click Refresh or the notification, you are required to log into the application again.

A fresh log in ensures that your cache is cleared and that software updates are immediately available to you.

In CxEngage click the Refresh link.

In Skylight click the notification.

You can also simply log out of the application and log back in to update your instance of the application.

Note: This feature will be added to Skylight Desktop at a later date.

Important: To ensure you have this latest update you must still refresh your CxEngage and Skylight sessions manually by clearing your browser cache.

Fix: Skills on filter to be in alphabetical order (CXV1-30088)

The alphabetical sorting of the Skills and Groups drop-down lists at Reporting > Agent State Monitoring and Reporting > Interaction Monitoring has been improved.

Fix: Unable to click submit while copying Queues (CXV1-30163)

Queue changes were not being saved when the Submit button was clicked. This has been fixed. When submitting changes for a Queue, a new Queue version is saved to the tenant.

Update: Early Access to New Features in Skylight and Skylight Desktop

When new features are added to Skylight and Skylight Desktop, they will be first introduced on the appropriate BETA site.

URLs by Region

Use the appropriate URL to access the BETA version of Skylight based on your tenant's region:

North America: https://beta-skylight.cxengage.net

Europe: https://beta-eu-skylight.cxengage.net

Use the appropriate URL to access the BETA version of Skylight Desktop based on your tenant's region:

North America: https://beta-desktop.cxengage.net

Europe: https://beta-eu-desktop.cxengage.net

When a new feature is introduced to the BETA Skylight and Skylight Desktop versions, release notes for the feature will be added to this page. A link from the CxEngage Release Notes will also indicate that updated information exists for the BETA sites.

CxEngage Release 24.01.20
All Regions	January 20, 2024

Update: Monitoring Agents While in Skylight

In Skylight, you can now monitor interactions as a supervisor or administrator while handling your own interactions as an agent. When you aren’t busy with your own interactions, you can perform supervisory tasks and oversee active calls or review live digital interactions such as chats and SMS messages.

You can monitor an interaction if:

• The Enable Silent Monitoring setting is enabled in the flow that the call is received on .

• You have the default Administrator or Supervisor role or a custom role that contains the following role permissions:

  • VIEW_ALL_MONITORED_CALLS

  • MONITOR_ALL_CALLS

  • BARGE_ALL_CALLS

To monitor interactions, click the headset icon found on the bottom right side of your screen. A list of interactions available for you to monitor displays. Click on one to see details specific to the interaction.

To start monitoring a specific interaction, hover over it and click the Monitor button. The interaction displays in the left panel. Click it to focus on that interaction.

To stop monitoring a specific interaction, click the Stop Monitoring button. The list of active interactions is displayed.

To close your monitoring session completely, click the headset icon.

Monitoring Voice Interactions

When you monitor a voice interaction a list of participants is displayed; this can include the user’s phone number or name, the name of the agent handling the interaction, and any agents brought in to assist. Once you begin monitoring a voice interaction, toolbars display that allow you to manage your monitoring situation and the agent taking the call, the customer, and other agents that may be part of the interaction.

You are automatically muted so that the agent and the customer aren't alerted that you are part of the call. You can unmute yourself to join the conversation with the agent and customer. For example, if you're monitoring a call that is a potential escalation, you can unmute yourself to assist. When you barge in, the agent and the contact can hear you.

Note: You can only monitor one voice interaction at a time.

Monitoring Digital Interactions

When monitoring a digital interaction, chat, SMS, or email, the interaction between the agent and the customer displays on the screen so you can follow the conversation. The transcript is updated every 10 seconds for new messages.

Note: Barge-In is not currently available for monitoring digital interactions in Skylight. Digital interactions are read-only for supervisors.

If an agent disconnects from a digital interaction and the user sends another message, a different agent can pick up the conversation, and the supervisor can resume monitoring. The complete customer interaction, with responses from both agents, is displayed for the supervisor.

For more information see Monitoring Agent Interactions While in Skylight.

Update: Support Agent Desktop and Config UI for SSO Deep Linking

To provide a seamless experience for single sign-on user’s with multiple Identity Providers (IDP) in a single tenant or across multiple tenants, CxEngage Single Sign-On (SSO) support has been improved so that a user is automatically redirected to the proper tenant for authentication, based on the information provided.

Depending on the user profile and tenant configurations, one of the following SSO authentications will occur:

• When the user has a default tenant assigned to their user profile, that tenant's SSO configuration is used for authentication.

• When the user has a default IDP assigned to their user profile, that IDP is used for authentication.

• When the tenant ID is used, that tenant's SSO configuration is used for authentication.

• If neither the user profile or the tenant is configured with a default IDP, authentication occurs as it did before the update.

Deep Linking for Skylight Desktop:

• When the URL skylight-desktop.cxengage.net/#sso?tenantId={{tenantId}} is accessed, the system uses the specified tenant’s SSO configuration for authentication.

• For the URL skylight-desktop.cxengage.net/#sso?tenantId={{tenantId}}&idp={{idp-id}}, the system uses the specified IDP. The IDP-Id can be found in CxEngage under Configuration > Identity Provider.

  Note: The URL skylight.cxengage.net/#sso?crmModule=salesforce-classic&tenantId={{tenantId}} and skylight.cxengage.net/#sso?crm-Module=salesforce-classic&tenantId={{tenantId}}&idp={{idp-id}} work with Agent Desktop when it is integrated into Salesforce.

Deep Linking for Config UI

• When the URL cxengage.net/#/login?sso=true&tenantId={{tenantId}} is accessed, the system uses the specified tenant’s SSO configuration for authentication.

• For the URL cxengage.net/#/login?sso=true&tenantId={{tenantId}}&idp={{idp-id}}, the system uses the specified IDP. The IDP-Id can be found in CxEngage under Configuration > Identity Provider.

Note: If you use multiple IDPs for a single tenant or across multiple tenants and have problems setting up SSO Deep Linking, log a support ticket.

CxQM Release 24.01.03
All Regions	January 03, 2024

Fix: Transferred Calls Missing Call Recordings (CXV1-29893)

Under specific conditions, when calls were being recorded in CxQM and transferred to another agent, the second agent's conversation would not be recorded. A fix has been implemented to ensure that regardless of the duration of hold/wait times on transfers and as long as there is a customer participant on the call, all legs will be recorded properly regardless of reported call state.