Release Notes

 

Flow Configuration

1. Entry
2. Assign
   • Name: Enter a name for the variable being assigned, such as resource. This is the value that will be used when assigning a resource to your Script notation in an upcoming step.
   • Value: {:id (render interaction/interaction.resource-id) :session-id (render interaction/interaction.session-id)}
3. Script
   • Resource: Enter the variable name assigned in step 2, such as resource.
   • Script Name: Enter a name for this outbound ANI selection script, such as outbound-ani.

   Add a Dropdown script component.

   • Name: Enter a name for this script question, such as ani-select.
   • Text: Enter the text that you want displayed to the agent, such as Select the phone number display to use for this outbound call.
   • Options: Enter the display names and telephone numbers that are associated with your tenant’s telephony service and available for selection. The telephone numbers should be in E.164 format and surrounded by quotation marks (“).
4. Assign
   • Name: Enter a name for the variable assigned to the script response selection for the outbound number, such as ani.
   • Value: Reference the value for the script component selected. In our example, the value is outbound-ani.elements.ani-select.value.
5. Click to Dial
   • Configure your Click to Dial parameters with your media, timeout values, and settings. For the Outbound ANI parameter, enter the variable name assigned to the script response from step 4. In our example, ani.
6. Exit

New and Updated List and List Item API Endpoints

We are pleased to announce updates to the CxEngage List and List Item API endpoints: 

• You can now add filters to a GET request to return a subset of list objects. For example, you can filter by a specific name or list type.
• Although you can use a POST or PUT request to create and update list items on a list, you can now alternatively use the new List Items endpoint to manage individual list items.
• Previously, to delete a list item, you needed to update the list object with a list of items that omits the items that you wanted to delete. This method is no longer supported. Now you can use a direct route for deleting a list item.
• You can use the new List Items endpoint to manage items on an existing list. You can add, edit, and delete individual list items.

For more information, see the API documentation for Lists.

Dequeueing Interactions After Timeout

We've added a new parameter called Dequeue After Timeout to each of the Queue flow notations. When this parameter is enabled, interactions wait in the queue for the configured length of time. After the amount of time passes, the interaction moves into a separate branch of the flow instead of continuing to wait in queue.

To use Dequeue After Timeout, design your flow to catch a new signal called dequeue-timeout and include a path to follow if it's received. Connect the dequeueing path to the Disconnect notation in your main flow. If you enable Dequeue After Timeout without configuring your flow to catch the signal or continue along a separate path, an error will be thrown and the flow will be terminated.

Here is an example of a basic customer flow using Queue with Media that dequeues after a period of time, plays a media file advising that the call is being disconnected, and disconnects the call instead of waiting in queue and attempting to conference the customer.

Customized Queue Callback

Three new advanced flow notations are available that can be used to design a customized queue callback experience.

• Start Callback: Removes a caller from queue and gets the platform ready for a potential callback request.
• Register Callback: Used to generate the callback request. This notation includes configurable parameters for the callback number to dial, the queue that the callback is being made from, the outbound ANI to present to callback recipients, and media files to play to agents.
• Decline Callback: Cancels out the Start Callback notation. This reverts the interaction and flow behavior to the settings prior to Start Callback being initiated. Callers will be placed back into queue, and disconnected callers are counted as a queue abandon. It can be anywhere after a Start Callback and before Register Callback, if you have additional decision points that give the caller the option to cancel a request.

These notations can be used to design a reusable flow that is invoked within the Queue with Flow object.

Here’s an example of a customized queue callback reusable flow. Click on the image to expand and view all of the details.

Known Issue:

Reporting on customized queue callback is currently unavailable. Custom callbacks will be reported on as queue abandons. We are actively working on resolving this issue with an upcoming release.

This release note item was updated with additional details on March 28, 2018 16:00 UTC.

Interaction Segment Reporting

We’ve added reporting for interaction segments. Interaction segments are legs of the interaction that are associated with a single agent. For example, if an agent transfers an interaction, a new segment is created.

The following standard reports are now included in historical reporting:

• Interaction Segment Details by Agent: Provides the details of each individual agent segment that makes up an interaction. The interaction ID included in the report identifies the interaction from the customer's perspective.
• Interaction Segment Summary by Agent: Provides the total transfer, add participant, and segment data for each agent.
• Interaction Segment Summary by Agent to Agent: Provides data for agents and each agent that they add to a conversation through a transfer or add participant action. You can use this report to identify trends such as agents who frequently add the same agents as participants to their interactions.

The following interaction segment data is now available:

• segment_time: The length of time from when the segment started to when it ended.
• segment_number: Segments are numbered as follows:
  • Segment 0: The result of an interaction starting.
  • Segment 1 (and subsequent segments): These segments are the result of another queue or agent being added to the interaction either through a transfer or an add participant action.
• segment_start_type: The action that started the segment – for example, the start of interaction, a transfer, or add participant action.
• segment_end_type: The action that ended the segment- for example, a successful transfer, customer disconnect, interaction end, or a canceled add participant action.
• To Agent: The name of the agent being added as a participant or receiving the transfer.
• segment_third_party: Indicates whether the interaction was transferred to a third party or a third party was added as a participant in this segment.

Reporting for Agent Presence Reasons

We've added two new standard reports for agent presence reasons:

• Agent Presence Reason Summary: Lists each agent that logged in for the given date range with the total length of time they had the specified reason code selected. For example, you can see the total time that agents were in a paused state because they rejected work offers.
• Agent Presence Reason Detail: Lists each time that agents change their presence reason and the total time that they had the reason selected. For example, you can see if agents were in a paused state because they rejected a work offer

Known Issue

The Agent Presence Reason Detail report is being released with the following known issue:

When an agent rejects a work offer and is put into a Paused state, the report shows two rows for the same Paused state. One row reports 1 second (0:00:00:01). The second row reports the remaining Paused state time. This issue will be resolved in a future release.

New Script Reports

We've added the following new script standard reports:

• Script Detail: Shows script questions and the answers provided for each interaction.
• Script Summary: Provides the number of times that every response was recorded for each script question.
• Script Summary by Agent: Summarizes, by agent, the number of times that each response was recorded for the corresponding script question.
• Script Time Detail: Lists and provides details for each instance that a script was used for the given date range.
• Script Time Summary: Provides the script time statistics for each script in the selected tenants.
• Script Time Summary by Agent: Lists agents and the amount of time that they spent working with each script.

These reports are replacing the Script Transcript report. The Script Transcript report is being removed in this release.

The following updates were made to the script data available in reporting: Question Type and Answer Type data isn't available for script responses submitted before this release. In custom or standard reports that include Question Type or Answer Type columns, these columns are empty for responses previously submitted. Script questions without an answer type (text, image, link, or iFrame) are no longer included in reporting.

Updates to Add Participant and Transfer Reporting

We’ve added the following Add Participant reporting statistics:

• Add Participant Handed Off Count: The total number of times an interaction was handed over to another agent. A hand off occurs when an agent adds another agent or queue as a participant to an interaction. To count as being handed off, the first agent must leave the interaction before the agent who was added as a participant for it.
• Add Participant Count: The total Add Participant actions initiated for a given date range. This includes participants added successfully (for example, conferenced or handed over) and unsuccessfully (for example, canceled or rejected add participants).
• Add Participant Time: The amount of time from when the Add Participant action was initiated to when an agent accepts the work, rejects the work, or the Add Participant is canceled by the initial agent. This statistic includes Add Participant actions that complete successfully and those that don't complete successfully.
• Completed Add Participant (historical only): The number of add participant actions initiated that completed successfully for the given date range. Add participant actions are successful when the work offer is accepted by an agent. Initiated add participant actions where the work is rejected or cancelled aren’t included in this statistic.
• Not Completed Add Participant (historical only): The total number of add participant actions initiated that didn’t complete successfully – for example, the work offer was cancelled before an agent could accept the work or no agents accepted the work offer.

We’ve added the following Transfer reporting statistics:

• Completed Transfers (historical only): The total number of transfers initiated where the work was accepted by an agent.
• Not Completed Transfers (historical only): The total number of transfers initiated where the work wasn’t accepted by an agent.

Existing transfer measures and expressions have been updated so that they no longer include Add Participant actions.

Third Party Reporting

We’ve added the following measures and attributes for occasions when a third party receives a transferred an interaction or is added as a participant to an interaction.

• Third Party Count (historical only): The number of interactions where a third party is added as a participant or is transferred the interaction.
• Third Party Type (historical only): The third party’s extension type – for example, SIP or PSTN.
• Third Party Extension Value (historical only): The type of extension – for example, SIP or PSTN.
• Third Party Time (historical only): The length of time that a customer spends in conversation with a third party.

Third Party reporting is included in the new interaction segment reports.

Reporting for Customer Hold Abandons

We've added the following statistics to realtime and historical reporting:

• Customer Hold Abandons: The number of interactions where customers abandoned while they were on hold. This includes if a customer is on hold because a transfer or add participant action was initiated or if they are explicitly placed on hold by the agent.

  The Interaction Summary and Interaction Detail standard reports now include Customer Hold Abandons.

• Agent Customer Hold Abandons: The number of agents participating in the interaction when a customer abandoned while on hold. For example, if there are 3 agents participating in an interaction and the customer disconnects while on hold, the Agent Customer Hold Abandon count is 3. In a report that displays statistics for each agent, each agent in the interaction will have an Agent Customer Hold Abandon counted for them.

  The Interaction Summary by Agent and Interaction Detail by Agent standard reports now include Agent Customer Hold Abandons.

Reporting for Focus Time

We’ve added Focus Time to historical reporting. Focus Time is the length of time that an interaction was selected and in focus in a Skylight product.

Focus Time is now included in the following standard reports:

• Interaction Details (Focus Time)
• Interaction Details by Agent (Focus Time)
• Interaction Details by Contact (Focus Time)
• Interaction Summary Report (Focus Time, Avg Focus Time, Max Focus Time)
• Interaction Summary by Agent (Focus Time, Avg Focus Time, Max Focus Time)
• Interaction Summary by Flow (Focus Time, Avg Focus Time, Max Focus Time)
• Interaction Summary by Queue (Focus Time, Avg Focus Time, Max Focus Time)

Updated Flow Notations in Flow Designs

Flow notations are sometimes updated by adding a new separate reusable flow notation and removing the previous version from the design palette. Previously, if an outdated notation was included in a flow design it sometimes needed to be manually replaced with the new public version. Updates have been made so that Flow Designer will automatically replace any outdated instances of a notation and replace them with the new versions for you while loading the flow.

If Flow Designer replaces any of these notations on your flow(s), a message will appear with the replacement details. For example, if the Play Media notation is replaced with a newer version and you have a flow that includes three Play Media instances, when you next load your flow you will see a message stating "Replacing Play Media notation with Play Media reusable flow x3".

Update: Customer Identification Filter in Standard Historical Reports

We've updated the Customer Identification filter in standard historical reports. Previously, it was a checkbox filter that listed customer identification values from the report. If a report contained more than the maximum number of customer identification values than could be displayed in a filter, some values weren't available to select. This filter is now a text field, which enables you to enter any customer identification values (for example, phone numbers). To filter by multiple values, separate each value with a comma (,).

Update: Direction Filter Added to Standard Reports

We've added a Direction filter to the following standard reports, which enables you to filter by inbound and outbound interactions.

• Agent Summary by Queue
• Abandoned Channel by Day
• Queue Service Level by Day
• Service Level by Queue
• Channel by Contact
• Interaction Summary by Contact Point
• Messaging Detail
• Performance by Channel

Additional Localization for Statistics in Skylight

Localization is now available for additional reporting statistics in the following supported languages:

• German - Germany (de-DE)
• English - Great Britain (en-GB)
• English - United States (en-US)
• French - Canada (fr-CA)
• France - French (fr-FR)
• Spanish - Spain (es-ES)
• Polish - Poland (pl-PL)
• Portuguese - Brazil (pt-BR)

Please note, some statistics are not currently translated into all supported languages. These translations will be available in a future release.

Historical Reporting Functionality Enhancements

The following updates have been made to historical reporting:

Scheduled Reports

Scheduled report settings now include the following enhancements:

• You can customize email subject lines can be customized in the Title field.
• Rich text formatting is available in the Message body, including: font family, font size, text color, background color, bold, italics, and alignment.
• You can add multiple dashboards to a notification.

Report Details for Scheduled and Exported Reports

You can include the dashboard or report details for exported or emailed report. The details included are: collection name, widget (dashlet) name, timestamp, and applied filters.

Designing Dashboards

A dashboard design menu () is now available when you edit or create a dashboard. From this menu, you can do the following:

• Show or hide the dashboard’s title
• Show or hide the applied filters at the top of a dashboard
• Select the number of columns in the dashboard’s layout
• Add a background image or color to the dashboard

Updates to Managing Dashboard Filters

The following improvements were made to how dashboard filters are managed:

• A full list of the filters available to add to your dashboard, including those currently added, is located under Manage when you click the Filter icon.
• To shorten the list of available filters based on type, click Filters and then click the corresponding icon for:
  • Activated ()
  • Deactivated (),
  • Date picker ()
  • Slider ()
  • Check list ()
  • Value ()
  • Group ()

You can manage these filters when you are editing or creating a custom dashboard. When the dashboard is published, any filtering is applied to all widgets on the dashboard.

Default Subject Areas

Measures, Attributes, and Other Expressions are now grouped under Default Subject Area in the KPI and report builders.

Chart Settings in Reports: Stacks, Group, Percent

You can now visualize charts with colors assigned to attributes or multiple measures in stacks, groups, or by percent.

For charts with multiple measures, these options are available for bar, column, and waterfall charts. For charts with an attribute in the Color bucket, these options are available for bar, column, area, and area spline charts.

To configure chart settings, click Chart Settings ( ) when you are creating or editing a report.

Lock Column and Row Headers

You can now lock column and row headers in crosstab charts. This feature freezes the column or row headers so that users can continue to see the headers when scrolling through a report.

You can enable or disable Lock Column Headers or Lock Row Headers in the Table Settings when you’re creating or editing a report.

Adding Charts in KPI Widgets

You can now add a chart to a KPI widget. The chart visualizes the data based on the measure and attribute that you select. You can also customize the color of the chart. When published, you can hover your mouse over points on the chart to view the value.

Actions Menu

You can now right-click a chart to open a menu of action options. For example, Visual Filter enables you to filter the dashboard by the selected data, such as an agent or date. The options vary based on the chart’s configuration. To use this menu, right-click the applicable section of the chart.

Charts that you previously created may not have the Actions menu currently enable. To use the Actions menu, you must enable the Turbo Chart setting for the report. Please note, once this setting is enabled on a chart, it can’t be disabled.

To enable the Actions menu:

1. Edit the chart.
2. Click Chart Settings.
3. Click the Use Turbo Charts toggle to enable.

The Actions menu is available for charts only. It isn’t available for tables.

Visual Highlighting

Visual highlighting enables you to bring certain attributes into focus in all charts on a dashboard.

For example, if you want to update your dashboard to highlight a certain agent, follow these steps:

1. Press CTRL on a PC or CMD on a Mac.
2. Click and drag your mouse pointer over the agent’s results in a chart.

   In this example, we’re highlighting the agent named James.

   

The dashboard updates to highlight the agent (in this example, James) in the chart. Other attributes in the chart, such as other agents, are still visible in charts but are the segments of the report with their data are faded.

Please note that this isn’t a filter. The same values continue to be displayed. To turn off the highlighting, click anywhere within the chart.

Fix: Updates to Login and Password Reset Pages

Cosmetic updates have been made to the configuration interface's login and password reset pages. These updates include replacing some label fonts for consistency and presenting appropriate favicon images on browser tabs. The process to login or reset your password has not changed.

Fix: Error Message Behavior in Disposition and Presence Reason Lists

We resolved an issue in the CxEngage configuration interface that occurred when creating a Disposition or Presence Reason list. If a user made an error while creating or updating a list, an error message was displayed as expected. The issue was that the error message continued to display after the user navigated to a different list.

Fix: Submitting Updates to Disposition and Presence Reason Lists

We resolved an issue in the CxEngage configuration interface that occurred after users corrected an error while adding a list item to a Disposition or Presence Reason list. Previously, the user was unable to click Submit after correcting an error. This no longer occurs.

Fix: Text Wrapping in Side Panel for Disposition and Presence Reason Lists

We resolved an issue with the CxEngage configuration interface when resizing the side panel that is displayed when creating or managing disposition or presence reason lists. When the panel was minimized, the buttons didn't wrap correctly.

Fix: Boolean Values Passed to Signal Catches in a Flow

An issue was identified with flow signal catches evaluating boolean (true or false) variable values. If the variable value being passed through a signal catch was false, it was incorrectly evaluated as 'nil'. This has been resolved so that the value will be set to 'false' as expected.

Fix: Scheduling Reports to be Emailed in the Excel Format

This update resolves the issue where reports weren’t delivered to the specified email addresses when Excel was selected as the attachment format.

Reports in Excel format must be 2 MB or less to be delivered by email. To verify the size of your report, export the report and view the size in the file's properties. If the file is larger than 2 MB, use filters to narrow your report's results and reduce the file size.

Fix: View Details Link in the Interaction Details by Contact Report

We resolved an issue that occurred when clicking the View Details link for messaging transcripts and audio recordings in the Interaction Details by Contact report. An error was presented instead of the messaging transcript or audio recording. This issue no longer occurs.

Fix: Interactions Without an Agent in Reporting

We identified an issue that occurred when an agent wasn't involved in an interaction - for example, interactions received on flows that only send a configured message and then end. These interactions did not appear in the Recordings and Messaging by Interaction report. We resolved this issue by removing the Handle Time and Customer Conversation columns from the report. These columns required that an agent be involved in the interaction to appear in the report. As a result of this update, interactions without an agent are now listed in the Recordings and Messaging by Interaction report.

Fix: Queue Callbacks Unanswered in the Interaction Summary by Queue Report

In some circumstances, the Queue Callback Unanswered count didn't increase by 1 when a customer didn't answer a callback. We resolved this issue so that the Queue Callback Unanswered count increases by 1 as expected in these situations.

Fix: Queue Callbacks Requested in the Interaction Summary by Queue Report

We identified an issue in the Interaction Summary by Queue report where the Queue Callback Requested count showed 0 when callbacks were requested. We resolved the issue so that the Queue Callback Requested count increases by 1 for each callback requested.

Fix: Queues Dashboard in Historical Reporting

The following issues have been addressed in the Queues dashboard:

• We've resolved inaccuracies in the value presented in the Queue Entries KPI widget.
• We've removed the empty queue name option (-) from the Queue filter. Now, only user-created queues show in the filter as expected.

Fix: Statistics Displaying in the Wrong Columns

We identified an issue that occurred when switching between realtime dashboards that contained tables. In some circumstances, the statistics shifted to the wrong columns and some columns were empty. We resolved the issue so that the statistics show in the correct columns.

Note: This item was added to the release notes on March 27 at 14:30 UTC

Fix: Refreshing Realtime Dashboards

We identified an issue that occurred when refreshing the page for realtime dashboards. Instead of refreshing the dashboard that you're currently viewing, the Overview dashboard would load. We resolved the issue so the same dashboard that you are viewing loads when you refresh the page.

Note: This item was added to the release notes on March 27 at 14:30 UTC

Fix: Error Displayed on Realtime Dashboards

We identified an intermittent issue that occurred when switching from a realtime dashboard that was in the process of retrieving updated data to another dashboard. When the second dashboard loaded, an error was presented even though statistics on the dashboard loaded successfully. We've resolved the issue so that the error doesn't display.

Note: This item was added to the release notes on March 27 at 14:30 UTC

Security Token Renewal for Skylight Suite

If an agent goes from Not Ready to Ready status with a security token that has less than 9 hours left before it expires, the agent is prompted to log out. After the log out is complete, the user is automatically prompted to enter their password before being immediately logged into the tenant they were previously using. This action renews the security token and prevents the agent’s access from expiring during a typical workday of 9 hours.

Fix: Queue Callback Notifications in Skylight

Queue Callback work offers sent to Skylight users did not include a notification with the callback details. Updates have been made so that queue callbacks in Skylight now include a visual notification bar containing the callback telephone number and the length of time the customer has been waiting for the callback.

Fix: Multiple Script Handling in Skylight Desktop

We resolved an issue in Skylight Desktop that occurred when an agent accepted a new voice interaction with a script before completing the script of a previous voice interaction. The primary content area only displayed the script for the active interaction and the agent couldn’t access the previous script. The agent can now select the pending script icon to toggle the view to the other script.

Fix: Scripts with Timeouts Submitted After the Timeout Value

An issue was identified with agent scripts that had a timeout value attached that led to a terminating flow event. If the agent allowed the script to expire before submitting it, the agent was then unable to clear the script and needed to refresh their browser to proceed. Updates have been made so that if an agent submits a script after the configured timeout period has passed, the script clears and an error message is displayed.

Fix: "Undefined" Added to Message Template Text in Skylight

We identified an issue that occurred when a template was added to the message text box for an agent's first reply. The word "undefined" was added at the beginning of the template's text. We resolved the issue so that "undefined" is no longer included.

Fix: Text Handling in Skylight Messaging

We resolved an issue with the Skylight suite of products that occurred when agents tried to insert text in the middle of a message. For example, if the agent typed a sentence and then inserted their cursor in the middle of that sentence, after the agent typed the first character, the cursor automatically moved to the end of the sentence. The agent would have to continuously reinsert the cursor where needed.

Fix: Cancelling Outbound PSTN Calls

An issue was identified with canceling outbound PSTN calls in Skylight. Clicking Cancel on the work offer didn't cancel the call. This issue has been resolved.

Fix: Hold Icon Visibility in Skylight Participant Controls

We resolved an issue in Skylight where the Hold icon in the participant control panel was not clearly visible after placing a participant on hold. In other words, if an agent added a participant to a call and then placed one of the participants on hold, the Hold icon was no longer clearly visible for the agent to use to take the participant off hold.

Update: Legal Disclaimer Page

The legal disclaimer previously presented on login screens has moved to a separate page. The link to the terms of service is now available on your login screens

Fix: Work Offers from Click to Dial

An issue was identified and resolved with some work offers generated from Click to Dial, including the Request a Call feature, that resulted in some work offers being lost. We have improved the resiliency of Click to Dial to avoid this from happening.

Fix: Dial Timeout in Forward Flow Notation

An issue was identified with the timeout value in the Forward flow notation. The string data entered was not recognized by telephony services, resulting in a default value of 30 seconds regardless of the entered value. Updates have been made so that the forwarding dial will ring for the number of seconds entered into the Dial Timeout parameter.

Fix: Recordings in Skylight for Salesforce Activity History

We resolved an issue in Skylight for Salesforce where activity records didn’t track recordings correctly. If an interaction is recorded, the Recorded check box should display a checkmark and a link should be provided into the Recording URL field in the CxEngage Interaction Agent window. If the recording ended after the interaction segment was complete, the Recorded and Recorded URL fields did not update. Now, recordings are included in the Salesforce activity records even if the recording is completed after the interaction segment is complete.

Skylight for Salesforce

We're excited to announce the availability of Skylight for Salesforce - a omnichannel agent experience for contact centers that use Salesforce Service Cloud. In Skylight for Salesforce, you can receive inbound Short Messaging Service (SMS), chat, work items, Facebook messaging, email, and voice interactions. When integrated, the two systems work together to provide you with the information that you need from Salesforce to manage your customer interactions.

Learn more about Skylight here.

To get started with Skylight for Salesforce, see:

• Installing Skylight for Salesforce
• Configuring Skylight in Salesforce
• Getting Started with Skylight for Salesforce

Update: Logged Out and Session Expired Reason Codes in Historical Reporting

The following reason codes are now included in historical reporting when an agent goes offline:

• Logged Out, which is reported when an agent logs out of Skylight or Agent Toolbar
• Session Expired, which is reported when an agent's session expires - for example, when agents end their session by closing their browser

See the Reason Code by Agent Report to view the length of time agents had each reason code selected.

Fix: Critical Error When Composing an Outbound Email in Skylight Desktop

We resolved an issue that occurred when composing an outbound email in Skylight Desktop. If an agent received an inbound email interaction while working on the outbound email, a Critical Error message banner was displayed and Skylight Desktop ceased to function. We resolved this issue so that the Critical Error does not occur in these circumstances.

Fix: Improved Error Message When An Interaction No Longer Exists

We fixed a typographical error in the error message that displays when an active interaction is terminated and no longer exists.

Fix: Active Interaction Timers

We resolved an issue that occurred when agents closed and reopened the Interactions Management panel in Skylight while working on active interactions. After reopening the panel, the timer under the icons for active interactions were reset and therefore didn’t display an accurate amount of time that elapsed since the interaction started.

Fix: Wrap Up Mode Indicator

We resolved an issue in Skylight where there was no visual indication that an interaction was in the wrap up phase when the interactions bar was closed. To resolve this, when in wrap up phase, the button to expand interactions changes color to light blue and pulses.

Fix: Interactions Silently Monitored Flagged in Reporting

We resolved the issue of silently monitored interactions being flagged in reporting.

Fix: Work Offer Count in Reporting

We resolved inaccuracies in the Work Offer counts for interactions that included a third party.

Fix: Conversation End Count in Realtime Reporting

We resolved an issue where work rejected and non-voice interactions were incorrectly included in the Conversation End Count realtime statistic.

Fix: Hold Count and Hold Time for Non-Voice Transfers

We identified an issue that occurred when a non-voice interaction was transferred to a queue. In these situations, the non-voice transfer was included in hold count and hold time statistics. We've resolved the issue so that hold time and hold count statistics don't include non-voice interactions.

Fix: SLA Time Calculated for Outbound Interactions

We resolved an issue where SLA time was calculated for outbound interactions. It is now calculated for inbound interactions only.

Fix: Click to SMS Interactions Reported as IVR Abandons

We resolved an issue that occurred when outbound SMS interactions were created by clicking a contact's phone number in Skylight. After these interactions ended, they showed as IVR Abandons in reporting. This issue no longer occurs.

Fix: Canceled Outbound Email Interactions

We identified an issue that occurred when outbound email interactions were initiated, but canceled without sending the email. These interactions showed in the historical reports as Flagged. We resolved this issue so that they do not show as Flagged.

Fix: Response Times for Messaging and SMS Interactions

We resolved the issue of response times not being reported for messaging and SMS interactions.

Realtime Dashboard Performance Improvements

Last week we released improvements to realtime dashboards to address performance issues introduced by Chrome v64. Throughout this week, we resolved the following issues that were introduced by the performance improvements:

• Agent IDs and Flow IDs were displayed on the Interaction Monitoring page in place of user friendly names
• Agent IDs displayed on custom realtime dashboards in place of agent names
• Skill and group filters on the Agent State and Agent Details tables returned a blank list when any checkbox except for Select All was selected.
• When channel or direction filters were selected on realtime dashboards, the dashboard didn't update the statistic values presented to reflect the filters applied.

Update: Privacy Policy in the Configuration Interface

We have added a link to our policy in the CxEngage configuration interface. To access the privacy policy when logged in, click Privacy next to your name.

New Reporting API Endpoints

We are pleased to announce the following CxEngage Reporting API endpoints:

• Realtime Adherence (RTA) data: Enables you to make requests for realtime agent state information.
• Historical Workforce Management (WFM) data intervals: Enables you to make requests for historical agent and queue data aggregated in 15-minute intervals.

To be able to use these new endpoints, you must have the following permissions:

• WFM_HISTORICAL
• WFM_RTA

Updated Reporting API endpoint for Interaction Data

We are pleased to announce the following enhancements to the interactions route for the CxEngage Reporting API:

• The endpoint is updated as follows:
  • New: https://api.cxengage.net/v1/tenants/<tenantID>/interactions
  • Old: https://api.cxengage.net/v1/tenants/<tenantID>/contacts/<contactID>/interactions

Note that the old endpoint is still supported but may be deprecated in the future.

• You can now add search parameters to the interactions route to enable you to retrieve interactions that consider a specific subset of parameters. For example, you can return interactions that are sourced from a specific third-party system, contact ID, or within a specific time frame.
• The return JSON object now includes all available parameters and statistics for the interactions. By default, any parameter or statistic that has a null value is filtered out, but you can use the ?green=false filter to include null values.

Update: Filtering User Lists to Show Users Without Skills

We've added a No Skill option to the Skill filter in User Management. When this checkbox is selected, the list is filtered to only show users without any skills assigned to them.

Update: Error Message when Creating a Contact Attribute with a Reserved Name

We've improved the error message that displays when attempting to create a contact attribute using a reserved name (for example, q, limit, page, sortField, sortOrder, and null). The message is now specifies that the contact attribute cannot be created because it uses a reserved name.

Update: Flow Designer

Flow Designer has been updated to load and operate independently from the rest of the CxEngage. There is no change to how the designer is accessed or used, but users may see some minor performance improvements across the platform, including a new loading screen when accessing the Flows menu.

Update: Labels on Conditional Branches in Flow Designer's View Mode

A new button has been added to the flow designer palette's View mode called "Show/Hide Condition Labels" that, when clicked, displays the decision branch condition statements as their labels if another label does not exist.

Update: Wrap Up Time Updated to Max Wrap Up Time in Flow Notations

We've renamed the Wrap Up Time parameter to Max Wrap Up Time (in seconds) in flow notations where it is used to configure the maximum wrap up time value - for example, Click to Dial, Work Offer Flow, and Resource Flow. This parameter has also been moved below Target Wrap Up Time in (in seconds) in the notation's configuration for added clarity.

Update: Privacy Policy on CxEngage Login Screen

We have updated the CxEngage login screen to include a link to our privacy policy.

Note: This item was added to the release notes on February 7, 2018 at 21:20 UTC

Fix: Loading Corrupt Flows in Flow Designer

We resolved an issue with loading invalid or corrupt flows in the Flow Designer. Previously, a corrupt flow would fail to load and would not provide explanation. With this update, the flow will load with an error message providing detail on what needs to be updated.

Fix: Toggling "Variable" Off Without Setting a Variable in Reusable Flows

We identified an issue with using variables in a reusable flow. The issue was specific to parameters that do not have a drop down selection or text entry field, such as the Loop option in Play Media. If the Variable toggle for one of these parameters was initially enabled but then disabled before entering the variable name or value, the attribute still appeared as required. This has been resolved so that disabled variable toggles do not require variable values to be entered.

Actions.

Fix: Unset Reusable Flow Inputs Checked for Nil Values

The logic used to check for a reusable flow input value has been updated to check for a nil or empty value, including {}. Previously, logic checked for only "not nil" values, and considered {} to be a value. With this fix, {} is considered as an empty value and treated as nil. For example, if a flow is checking for a value in a media parameter for a reusable flow input and finds {}, it knows that there is no media present.

Fix: Tool Tip Content for Flow Error Throw Notation

The wording in the tool tip description for the Flow Error Throw flow notation has been updated to indicate. The description now states that the flow error signal thrown by this notation is caught by a Flow Error Catch notation.

Fix: Creating More Than One Salesforce Integration in the Configuration Interface

We identified an issue that prevented users from creating more than one Salesforce integration in the configuration interface. This has been resolved.

Fix: Multiple PSTN Extensions that are the Same

We identified an issue that occurred when multiple PSTN extensions with the same phone number and description were configured for an agent. When the agent attempted to select one of the PSTN extensions in Skylight, an error was presented. We resolved the issue so that selecting a duplicate PSTN extension doesn't present an error.

Fix: "Ext." Field Removed for PSTN Extensions

We have removed the Ext. field from user's PSTN numbers in CxEngage. Extensions to PSTN numbers are not currently a supported feature, and values in this field resulted in errors when dialing to the number. The field has been removed to avoid these errors.

Fix: Capacity Rule Values Displayed in Configuration

We identified an issue when creating, editing or viewing a capacity rule's configuration. The capacity rule's configuration would display as Rule: {{getRuleSetString()}} instead of the expected values, such as Rule: Voice: 1 | Email, Messaging: 4, for example. We resolved the issue so that the capacity rule displays the configured values as expected.

Fix: Agents Not Showing as Paused in Reporting

We resolved an issue where agents didn't show the Paused state in reporting after they rejected work

Fix: Percentage Value Not Visible in Realtime Gauge Widget in Firefox

We identified an issue where the percentage value for a realtime gauge widget wasn’t visible when viewed from Firefox browser. For example, if the value was 87%, only % displayed instead of 87%. We resolved the issue so that the percentage value is visible and centered below the gauge as expected.

Fix: Error Message Presented in Realtime Dashboards

We identified an issue that occurred the first time a user opened a realtime dashboard each day. An error message displayed even though the dashboard loaded successfully. We resolved the issue so that the error message doesn't display in this situation.

Fix: Work Offers Not Offered to Next Available Agent After Timeout

We identified an issue that occurred in rare circumstances when work was offered to an agent. If the agent went offline before the work offer was presented to them, the interaction wasn't offered to another available agent. This has been resolved so that when the work offer times out, the interaction is offered to another available agent.

Fix: Actions Menu No Longer Stays Open

Previously in Skylight, the Actions menu stayed open after you selected an option. Now, the Actions menu closes after selecting an option.

Fix: Critical Error Message When Viewing Zendesk Messaging Transcripts

We resolved an issue that occurred with viewing a messaging transcript associated with a Zendesk record in Skylight. If an agent opened another tab in the Zendesk user interface while the previous message transcript was visible, a Critical Error message banner was displayed in Skylight. The error message didn’t prevent agents from continuing work with the messaging transcript. We resolved this issue so that the Critical Error message does not display in these circumstances.

Fix: Assigning Interactions to Zendesk Records

We resolved an issue that occurred in Skylight for Zendesk where agents might have been able to assign an interaction to the last Zendesk record that they viewed, even if the Zendesk record was no longer open.

Fix: Message Displaying Multiple Times When English (US) Isn't Selected in Skylight Desktop

We identified an issue that occurred when agents selected a language other than English (US) in Skylight Desktop. When an agent opened the customer management panel and assigned the interaction to a contact, the message "There are missing translations for the contact layout" appeared. After the agent closed the message, the message continued to appear each time the agent clicked the Info tab during the interaction. We resolved the issue so that the message doesn't reappear after it has been closed.

Fix: Voice-Only Agents Can Now Make Outbound Emails

We resolved an issue that occurred where voice-only agents were unable to initiate an outbound email. This occurred because the flow configuration for Click to Email did not ignore capacity rules, as it does for Click to Dial used for voice and SMS. For example, if an agent was assigned a capacity rule that only included voice, when the agent tried to make an outbound email, the flow verified the capacity rule and then prevented the email interaction. This no longer occurs.

Fix: Intermittent Issue Sending Emails in Skylight Desktop

We identified an intermittent issue that occurred if an agent sent a reply immediately after receiving an email. On rare occasions, the email would not send. We've resolved the issue so that the email is sent as expected.

Update: Cached Data for Skills and Groups Assigned to Agents

The skills and groups assigned to agents no longer use cached data. Previously, these assignments were cached and updates could take up to 15 minutes to take effect. With this change, updates to the skills and groups assigned to an agent take effect in seconds.

Caching time considered for Capacity Rules has also been updated so that changes to an agent’s capacity rule settings take effect within a minute.

Note: This item was added to the release notes on January 25, 2018 at 14:30 UTC.

Fix: Creating More Than One Salesforce Integration

We identified an issue where additional Salesforce integrations couldn't be created when one already existed on the tenant. This issue presented in the configuration interface only. We resolved the issue so that more than one Salesforce integrations can be created in the configuration interface as expected.

Fix: Voice Calls Intermittently Failing if Answered Quickly

We identified an issue that occasionally resulted in agents not able to accept inbound voice calls. If the call was answered quickly or with Auto Answer enabled, phone controls could potentially be unavailable leaving the agent unable to accept the call. Updates have been made to resolve this so that calls can be accepted as expected.

General Maintenance

We will be performing general maintenance on the CxEngage platform.

Fix: Stop Recording Continuing to Record

An issue was identified with call recording controls. Requests to stop the recording were unsuccessful and the call continued to record. This issue included requests from the Stop Recording flow notation and when agents paused recording from their toolbar. Updates have been made to the Stop Recording notation that resolve the issue so that recordings can be successfully stopped.

This issue had been present since the previous release date of December 13, 2017. If you have calls recording during this time frame that included a stop or pause recording request, those records may include the entire interaction. If you need to have a call deleted due to an unsuccessful stop recording, please contact our Support team.

Non-Voice Transfers

We are pleased to announce that transfers are now available for Facebook messaging, native chat, SMS, and email interactions in the Skylight suite of products. Previously, transfers were available for only voice interactions. When you transfer a non-voice interaction, you must transfer the interaction to queue. Transfers directly to an agent are not supported.

Non-Voice Transfers are being released with the following known issues:

• When an agent transfers an email, the interaction remains visible if wrap-up mode is enabled. To remove the interaction, the agent must click No Reply.
• Reporting on non-voice transfers is not currently available and will be included in a future release.

  This known issue was added to the release notes on December 13, 2017 at 3:30 AM UTC.

Update: Text Box Removed for Non Voice Interactions in Wrap Up

We have updated the non voice interaction messaging windows to remove the text entry box when the interaction is over and the agent is in Wrap Up mode.

Fix: Multiple Default Connections on Decision Branches

We identified an issue with the Decision Branch object in the Flow Designer. If a Decision Branch had more than one default connection stemming from it, the flow would continue to save instead of presenting an error. This has been resolved so that a Decision Branch can only have one default non-conditional path.

Fix: Placeholder Text for Images in Agent Scripts

We identified an issue with the Image component of the Script editor. When creating an agent script and inserting an image, the Text field appeared to be a required field. Text for images is not required to save or publish the flow. This has been resolved so that the field is no longer indicated as required.

Fix: Message Content Removed When Switching Between Interactions

We identified an issue that occurred when agents composed a message in Skylight. If the agent switched to another interaction before sending the message, the message content was removed when they returned to that interaction. We resolved the issue so that the composed message content is retained.

Fix: Transferring Calls to Skylight Agents

We identified an issue that resulted in agents being able to select a specific agent when cold transferring a call using Skylight. This has been resolved so that a transfer can only be sent to a queue or transfer list item. Individual agents can be added to a call using the Add Participant menu.

Fix: Contacts Now Stay Assigned to Interaction After Being Transferred

We resolved an issue in Skylight Desktop where contact records did not stay assigned to an interaction after the interaction was transferred.

Fix: Email Interactions Now Display the Assigned Contact's Name Next to the Email Address

We resolved an issue that occurred when an email was received in Skylight and assigned to a record in Zendesk. The interaction details showed the name associated with  the email instead of the name from the Zendesk record.

Fix: Show/Hide Icon No Longer Displays After Logging Out of Skylight for Zendesk

We resolved an issue in Skylight for Zendesk that occurred after logging out. The show/hide icon at the top-right corner was briefly shown.

Fix: Queuing Multiple Outbound Interactions in Skylight for Zendesk

We identified an issue in Skylight for Zendesk when agents used Click to Dial, Click to Email, or Click to SMS. Agents could double-click a contact’s email address or phone number, which resulted in multiple outbound calls or emails being queued. After the first interaction ended, a new one started for the same contact. For example, if an agent double-clicked a contact’s phone number, the contact was dialed. After the call ended, the contact was dialed again.

We resolved the issue so that if agents double-click the contact’s email address or phone number, the action is treated as a single click. As a result, only one outbound interaction is initiated at a time.

Fix: Assigning a Contact to Outbound SMS in Skylight for Zendesk

We identified an issue in Skylight for Zendesk when outbound SMS interactions were sent from the User Widget. Contacts weren’t automatically assigned when there was only one contact that matched their phone number in Zendesk. We resolved the issue so that the contact is automatically assigned for these interactions.

Fix: Activity History Now Functions Correctly for Unlinked Interactions

We resolved an issue in Skylight occurred when an agent tried viewing the details of an interaction in the Activity History for a Zendesk record in Skylight.

Fix: Agent Talk Time Including Hold Time in Historical Reporting

We identified an issue where Agent Talk Time included Hold Time in historical reporting. We resolved the issue so that Agent Talk Time excludes Hold Time as expected.

Fix: Work Offers in Historical Reporting

An issue was identified where Work Offer values were calculated incorrectly in historical reporting. For some interactions, work offers weren’t reported. This has been resolved.

Note: This item was added to the release notes on December 14, 2017 at 18:30 UTC.

Fix: Disposition Codes Cut Off in Skylight and Skylight Desktop

An issue was identified in Skylight and Skylight Desktop when long disposition lists were presented. Some disposition codes at the top of the list were cut off and couldn’t be selected by agents. To resolve this issue, we’ve added a scroll bar so that agents can navigate up and down the list to view the disposition codes available.

Note: This item was added to the release notes on December 13, 2017 at 17:30 UTC.

Skylight for Zendesk

We're excited to announce the availability of Skylight for Zendesk - a omnichannel agent experience for contact centers that use Zendesk Support. In Skylight for Zendesk, you can receive inbound Short Messaging Service (SMS), native chat, work items, Facebook messaging, email, and voice interactions. When integrated, the two systems work together to provide you with the information that you need from Zendesk to manage your customer interactions.

Learn more about Skylight here.

To get started with Skylight for Zendesk, see:

• Installing Skylight in Zendesk
• Using Skylight for Zendesk

Request a Call Work Offers to Outbound Agents

Updates have been made to the queueing directions considered when customers request a call. The outbound interaction created by a customer requested call is now only offered to outbound agents. Previously, these interactions were offered to any available agent regardless of their direction settings.

Update: Direction Considered for Calls Transferred to Queue

Calls that are transferred to a queue are now only offered to inbound agents in that queue. Previously, queue transfers were offered to both inbound and outbound agents. This update includes adding new participants as well as cold transfers.

• Agent transfers will be updated with a future release. At this time, transfers to a specific agent will continue to be offered to that agent regardless of their direction setting.

Improved Visibility of the Close Button in Skylight and Skylight Desktop

We've improved the visibility of the close button (x) in various areas of Skylight and Skylight Desktop for an improved user experience.

Fix: Scroll Bars after Inbound Interactions with Scripts

We identified an issue where scroll bars showed at the side and bottom of Skylight after an agent ended an inbound interaction that contained a script. We resolved the issue so that the scroll bars don't appear in this situation.

Fix: Realtime Statistics Displaying 0

An issue was identified with realtime statistics that report the amount of time interactions spend in various states - for example, Interactions in Queue Time and Interactions in Routing Time. These values displayed 0 instead of the statistic's value. This issue no longer occurs.

Note: This item was added to the release notes on November 28, 2017 at 20:45 UTC.

Fix: Capitalization in Lists

We resolved an issue in Skylight and Skylight Desktop where presence reason lists were not displayed with the capitalization that was used when the list was configured.

Note: This item was added to the release notes on November 21, 2017 at 14:30 UTC.

Fix: Missing Information on Invitations to Messaging Interactions

We resolved an issue in Skylight Desktop where, in rare situations, messaging (SMS or Facebook) interactions were offered without a name or message transcript in the interaction invitation. This no longer occurs.

Fix: Active Voice Pathway Menu Not Indicating Current Selection

We resolved an issue in Skylight and Skylight Desktop where the default extension on the Active Voice Pathway menu did not have a checkmark. Also, if you selected a different extension, the menu didn’t update to display a checkmark on the newly selected extension. This no longer occurs. A checkmark is now shown to indicate the currently selected extension.

Fix: Holds after a Transfer in an Outbound Call

We resolved an intermittent issue that occurred in outbound calls when contacts were transferred. On rare occasions, contacts couldn't be taken off hold or placed on hold after the transfer was complete. This issue has been resolved.

Fix: Participant List Status for Multiple Participants on an Interaction

A rare issue was identified with the Participant List statuses for multiple participants. In the unlikely event that three or more participants were on hold and one of them attempted a warm transfer to another agent, that agent's Participant List may have displayed incorrect statuses for all of the other participants. This has been resolved so that all transferred participant statuses display correctly.

Fix: Click to Dial and Click to Email Options in Skylight and Skylight Desktop

We resolved the following issues that occurred when making outbound interactions:

• In Skylight Desktop, if you searched an email address in the Contact Management panel and no records were found, you were only presented with the option to create a new record. The option to send an email to the address was not presented even though the email address was valid.
• In Skylight, if you clicked New Interaction to dial a valid phone number, you were not given the option to click the phone number to place the call. You were only given the option to send an outbound message to the phone number.

Now, if you provide a valid email address or phone number, the option to send the email or dial the phone number is presented.

Fix: Customer Requested Callbacks to a Different Country Codes or Blocked Numbers

An issue has been identified with customer requested callbacks to a different country or blocked number. If a customer requested a callback from a blocked telephone number or to one with a different country code than the phone number used to make the request, they received a message advising that the number was invalid. This has been resolved so that customers can request a callback at any valid E.164 formatted telephone number.

Fix: Salesforce Email Auto Screen Pops

An intermittent issue was identified with Auto Screen Pop for Salesforce records. Salesforce email interactions that were routed to a flow using Auto Screen Pop would sometimes present an error instead of the associated record. This issue occurred with the Auto Screen Pop feature only and did not impact flows designed with the configurable Screen Pop notation. Updates have been made so that emails with Auto Screen Pop enabled will present the associated record as expected.

Fix: Caller Number Displayed on PSTN Extensions

Calls sent to PSTN extensions previously displayed the number mapped to that tenant’s interaction flow instead of the caller’s telephone number. Updates have been made to our Twilio account settings that result in PSTN users seeing the caller’s telephone number on inbound calls.

If you manage your own telephony services and want to enable this feature, please contact your Twilio account representative.

Fix: Issues with Outbound SMS using Click to Dial

We identified and resolved multiple issues with outbound SMS interactions sent from a Click to Dial flow.

• If the flow had Auto Wrap Up enabled, agents were unable to end their wrap up without refreshing their browser. This has been resolved so that agents can end their wrap up as expected.
• If the flow did not have Auto Wrap Up but did have Allow Wrap Up Updated enabled, agents were unable to turn on wrap up for an interaction. This has been resolved so that agents can update their wrap up as expected.
• If an agent ended an outbound SMS interaction without a response from the customer, the interaction still appeared as an active interaction in Realtime Dashboards. These interactions now appear as completed.
• Until the customer responded to the message, disposition codes couldn’t be selected and notes couldn’t be created within Skylight. This has been resolved so that agents can disposition the interaction and create notes as expected without a customer response.

Fix: Enabling Force Disposition Select

The Force Disposition Select toggle found in multiple flow notations has been updated to only appear if a Disposition Codes list is selected.

Fix: Agent States Not Showing Correctly in Realtime Reporting

We resolved an issue where the reason codes listed in the Agent State table didn't update when agents changed their state or reason code.

Fix: Queue Callbacks Requested in the Interaction Summary by Queue Report

We identified an issue in the Interaction Summary by Queue report where the Queue Callback Requested count showed 0 when callbacks were requested. We resolved the issue so that the Queue Callback Requested count increases by 1 for each callback requested.

Fix: Queue Time for Outbound Click to Dial Interactions

We resolved an issue where queue time wasn't calculated for outbound Click to Dial interactions when the contact didn't answer.

Fix: Hold Statistics for Transferred Calls

We identified an issue in the values reported for Hold statistics when calls were transferred. If the agent who received the transfer placed the customer on hold, the following historical reports didn’t include the hold count or hold time values for that agent.

• Interaction Summary by Agent (Agent Initiated Customer Holds and Agent Initiated Customer Hold Time)
• Interaction Detail (Customer Holds and Customer Hold Time)

This issue has been resolved.

Fix: Flagged Outbound Click to Dial Interactions in Historical Reporting

We resolved an issue where outbound click to dial interactions were flagged if the agent canceled the call before the customer answered.

Fix: Queue Times for Email Interactions

We resolved an issue where Queue Time statistics in the Interaction Summary by Contact Point report didn’t include email interactions.

Fix: Queue Time and Conversation Time Statistics for Messaging Interactions

We resolved an issue where messaging interactions weren't included in Queue Time and Conversation Time statistics in historical reporting.

General Maintenance

We will be performing general maintenance on the CxEngage platform.

Agent Scripts with iFrame Components

A new script component has been added to the Script flow notation to present an iFrame with external or third-party content to an agent. iFrames in scripts are supported for Skylight and Skylight Desktop users. If a script that contains an iFrame component is presented to an Agent Toolbar user, the script is displayed but excludes the iFrame component.

Include an iFrame widget in your agent script by using the iFrame component in your script designer. In the HTML source code field, enter the URL for the embedded content that you want displayed. You can specify the window height and width or use the default settings.

Keyboard Shortcuts for Interaction Management Panel

We are pleased to introduce the following keyboard shortcuts for agents to use to work with the Interactions Management Panel in Skylight.

Shortcut	Description
Ctrl + Enter	Opens a new interaction window.
► (right arrow key)	Opens the Interactions Management Panel.
◄ (left arrow key)	Closes the Interactions Management Panel.
▲ (up arrow key)	Opens the previous active interaction in the Interactions Management Panel.
▼ (down arrow key)	Opens the next active interaction in the Interactions Management Panel.

Fix: Handling Multiple Interactions in the Interaction Management Panel

We resolved an issue in Skylight where the toggle that allowed agents to show and hide the Interactions Management Panel didn't display when the agent was handling multiple interactions. If hidden, the Interactions Management Panel also didn't reopen when the agent accepted a new interaction. This no longer occurs. When an agent accepts a new interaction, the panel automatically reopens and the toggle is always displayed.

Fix: Cancel Button on Active Outbound Interaction

We resolved an issue in Skylight where a Cancel button was displaying on active and transferred outbound interactions. This no longer occurs. The Cancel button now only shows on pending outbound voice interactions.

Fix: Participant Controls on Pending Transfers

We identified and resolved an issue in Skylight and Skylight Desktop that allowed agents to click on participant controls on a pending transfer before the call was connected.

Note: This item was added to the release notes on November 7, 2017 at 15:15 UTC.

Fix: Variable Objects in SFDXE Flow Notations for Reusable Flows

A rare issue was identified with using Salesforce data exchange (SFDXE) flow notations in a reusable flow. Setting the Salesforce Object input parameter to variable input with string expression data resulted in errors that could only be resolved by replacing the notation. Updates have been made so that the notations allow variable input with string expression data.

Note: This item was added to the release notes on November 8, 2017 at 20:15 UTC.

Fix: Editing the Initial Draft Version of a Flow with Incomplete Configuration

We resolved an rare issue that could potentially prevent users from making edits to the Initial Draft version of a flow if it contained multiple empty parameters in multiple notations.

Note: This item was added to the release notes on November 8, 2017 at 20:15 UTC.

Localization for Skylight and Skylight Desktop

We now support the following languages in Skylight and Skylight Desktop: 

• German - Germany (de-DE)
• English - Great Britain (en-GB)
• English - United States (en-US)
• Spanish - Spain (es-ES)
• French - Canada (fr-CA)
• Polish - Poland (pl-PL)
• Portuguese - Brazil (pt-BR)

For contact layouts in Skylight Desktop, contact attributes inherited from the platform level are also translated. For this initial release, some reporting statistics are not translated and will be included in a future release.

For more information on selecting a language, see Logging in to Skylight and Logging in to Skylight Desktop.

Agent Direction Selection for Skylight and Skylight Desktop

Skylight and Skylight Desktop users can now select an Inbound or Outbound direction for work offers. Agents with an Outbound direction can make outbound calls, outbound SMS, and Click to Dial interactions without being sent new inbound work offers. Agents will continue to log in as Inbound by default, but can switch between directions from any logged in state by clicking on the direction and making their selection.

Actions Menu Enhancement in Skylight and Skylight Desktop

In Skylight, the Actions menu has been enhanced to include the following options:

• Options ending an interaction. For example, Hang Up and End Chat
• For email interactions, Reply and No Reply options.
• A toggle for turning Wrap Up on or off
• The End Wrap Up option, when Wrap Up is enabled

Confirmation Required Before Ending an Interaction in Skylight

When you end an interaction (End Chat, Hang Up, or No Reply) in Skylight and Skylight Desktop, a confirmation message is now displayed. You must confirm that you are sure that you want to end the interaction or click Cancel to return to the interaction.

Flow Signal Names Included in Flow Designs

Flow notations that throw or catch a signal in a saved or published flow now display the signal name beneath the notation on the Flow Designer canvas. Users no longer need to access the notation configuration to confirm which signal is being used. The signal name may not be displayed when first added to the canvas, but is available any time the flow accessed after wards.

While you may be unable to view the entire signal name on the flow's canvas, hovering over the notation will display the entire signal name.

New Input Type for Reusable Flows

A new input type called Participant is available for reusable flows. When a reusable flow with a Participant input type is used as an object within a customer flow, it allows you to pass on a participant other than a resource or agent for flow events and actions. For example, you may have a reusable flow containing media that you want to be played for a specific participant.

Twilio SDK Upgrade

The Twilio Javascript SDK version that is integrated with CxEngage has been updated to version 1.4.24. Existing integrations will automatically use the newer version and do not require any action. Additional information is available on Twilio's change log.

Fix: Queue Priority for Rejected Work Offers

An issue was identified that resulted in rejected work offers being re-queued as new work offers. This has been resolved so that if a work offer is rejected by an agent, it retains the queue priority level that it had when it was offered.

Fix: Searching for Email Addresses with Special Characters in User Management

We resolved an issue where searching for an email address containing a special character in User Management didn't return the matching user.

Fix: Word Wrapping in Statistics Pop-Up Window

We resolved an issue in Skylight and Skylight Desktop where statistics names didn't wrap correctly in the pop-up window that displayed when agents hovered over a statistic in the global footer.

Fix: Presence Reasons Lists Added to Groups Don't Display in Skylight, Skylight Desktop, or Agent Toolbar

We identified an issue that occurred when presence reason lists were assigned to a group. When users in the group logged in to Skylight, Skylight Desktop, or Agent Toolbar the presence reason list wasn't displayed. This issue has been resolved.

Fix: Tenant Filter Issue in Historical Reporting

We resolved a filtering issue in historical dashboards that caused inaccuracies in KPI widgets.

Skylight Update

A previous version of these release notes included updates to Skylight and Skylight Desktop that have been rescheduled. These updates will be included in an upcoming release.

Screen Pop for Skylight

Customized screen pops are now available for Skylight and Skylight Desktop. Use the new Screen Pop for Skylight flow notation to trigger an external URI or a Skylight record. The information displayed is determined by the screen pop mode or type selected and is configured in your flow design.

• Pop Internal: Opens a specific contact from Skylight
• Pop External: Opens an external browser window to the specified URI
• Search and Pop: Performs a fuzzy (any) or strict (and/or) search within Skylight for values and presents the associated record

To use Screen Pop for Skylight, build the resource portion of your customer flow with the Work Offer Flow notation instead of using the stand-alone Resource Flow. As a best practice, disable the Auto Screen-pop toggle in your Work Offer Flow to avoid conflicting screen pop requests. The screen pop notation can be used in parallel with your work offer to present the screen to agents while the work offer is being sent.

Screen Pop for Skylight is specific to Skylight and Skylight Desktop users. Agent Toolbar users should continue to use the existing Screen Pop notation or Auto Screen-pop. For more information, refer to the Screen Pop for Skylight details in the Flow Designer Reference.

Skylight

We're excited to announce the availability of Skylight - a standalone omnichannel agent experience for contact centers that do not use the CxEngage contact management solution. In Skylight, you can receive inbound Short Messaging Service (SMS), native chat, work items, Facebook messaging, email, and voice interactions.

The Skylight product that was released in July 2017 was renamed to Skylight Desktop. This version is an agent experience for contact centers that do use the CxEngage contact management solution.

In Skylight, you have all standard features, but you do not get information such as contact records or contact history. In the future, Serenova, LLC will provide integrations with specific Customer Relationship Managers (CRMs) such as Zendesk and Salesforce. For other CRMs, you can integrate Skylight with your CRM by using a REST API. For assistance, contact Professional Services.

Known Issues

We are releasing Skylight with the following known issues that will be addressed with upcoming releases: 

• Translation is not supported.
• Custom screen pop is not supported.

To get started with Skylight, see:

• Administrator Checklist for Skylight and Skylight Desktop
• Getting Started with Skylight

Note: This item was added to the release notes on October 11, 2017 at 13:00 UTC.

Skylight Desktop Improvements

We've made the following improvements to the agent experience in Skylight Desktop:

• Contact Searches: Contact searching is now supported for all channels.
• Screen Pops: Screen pops now function for a broader range of phone number formats. For example: +15065551234, (506) 555-1234, or 1 506-555-1234
• Updated Participants List: Previously, call controls were displayed when you clicked the drop-down menu beside each participant's name. Now the call controls are displayed for each participant.

Fix: Canceling Outbound Calls from Skylight Desktop

We identified an issue that resulted in Skylight Desktop agents being unable to cancel outbound calls. The issue has been resolved so that the Cancel option is available on outbound call notifications.

Note: This item was added to the release notes on October 11, 2017 at 13:00 UTC.

Fix: Digit Handling in the Dial Pad

We resolved an issue in Skylight Desktop that occurred when agents entered a phone number into the Dial Pad that is shown during an active voice interaction. Previously, the only way to input values was to click digits in Skylight Desktop's phone pad. After exceeding a certain number of digits, the input was truncated and the digits were not removable. Now, agents can now choose to enter digits using their keyboard or using the phone pad. Agents can also remove inputted digits if needed. The entered digits are no longer truncated when the input is too long.

Fix: Disabled Queues in the Transfer List

We resolved an issue in Skylight Desktop where disabled queues appeared in the transfer list. This no longer occurs.

Reporting Updates

New attribute in Historical Reporting: sla_time

We've added the sla_time attribute to historical reporting. Sla_time is the amount of time from when a call enters the queue to when it is either answered or abandoned. This attribute is listed under Attributes > Queue interactions.

• Example 1 (Call Answered): If 15 seconds elapses from when a call enters a queue to when a conversation starts with an agent, the sla_time is 15 seconds.
• Example 2 (Abandoned): If 60 seconds elapses from when a call enters a queue to when the call is abandoned, the sla_time is 60 seconds.

You can use sla_time to create custom Service Level expressions. The following are examples using the sla_time attribute:

Updates to SLA Historical Expressions

In a previous release, we made updates to the following Service Level (SLA) historical expressions:

• Formatted SLA
• SLA
• SLA Percent

Now, abandons that occur in 20 seconds or less are considered short abandons and aren't included in the SLA calculation. For more information on each expression, please see Service Level Agreement (SLA) in the Data Dictionary.

Updating Platform Level User Details

Updates to a user's platform level user details including first name, last name, and external ID that were previously only available via our API can now be completed through the configuration UI.

The user making the updates still requires a role that includes the MANAGE_ALL_USERS permission on every tenant that the user being updated belongs to. For more information on the conditions for updating user details, refer to the MANAGE_ALL_USERS permission details.

User details are updated in the UI by going to User Management > Users, selecting the user being updated, and making the edits in their details panel. Updates to platform level details are made across all tenants that the user has access to.

Fix: Re-Enqueued Interactions Causing Issues with Queue

A rare issue was identified with some interactions that were considered to be ended or offered to an agent through the call flow but still in queue for a resource. For example, a call could have been abandoned at the same time as the queue finding a resource for the call. The call flow recognized that the call was abandoned, however the queue would continue attempting to locate a resource until an agent accepted the work, resulting in no other calls being offered from the queue. This has been resolved so that once an interaction is no longer in the queueing portion of the flow, it is removed from the queue.

Fix: Duplicate Script IDs for Copied Scripts in Skylight Desktop

We resolved an issue that resulted in duplicate script IDs in Skylight when a Script flow notation, or a flow containing a Script notation, was copied and used elsewhere. Copied scripts are now automatically updated with a unique script ID to avoid duplication.

Fix: Calling and Transferring to Restricted Numbers With Agent Toolbar

An issue was identified when calls were made or transferred to a restricted number that resulted in the Agent Toolbar session freezing and transferred callers being disconnected. This has been resolved so that agents can continue to use their Agent Toolbar after making or transferring a call to a restricted number, and callers being transferred to one now continue to the next step in the call flow.

• Restricted numbers include any number blocked by Twilio due to an associated cost, such as a 1-900 in North America or 0871 in the United Kingdom, until a contract is signed to agree for these charges.

Fix: Unsupported Flow Notations

We have updated the Flow Designer palette to remove flow notations from view that are not functional or supported. Any existing flows that currently include one of these notations such as a Flow Error Entry or System Error Entry will continue to function as they did before this update, but the notations can no longer be added to new flows.

Fix: Basic Query View Doesn't Display Required Proficiency Correctly

We resolved an issue where the required proficiency level set in a queue query didn't show the correct proficiency in the Basic Query view.

Fix: Blank Menu in Agent Toolbar

We resolved an intermittent issue where the participant's menu couldn't be used in Agent Toolbar due to a blank menu being displayed after an agent logged out and back in.

Fix: Handling Multiple Email Interactions in Skylight

We resolved an issue that Agent Desktop agents might have encountered when accepting multiple email interactions. If the agent ended an email interaction at the same time that a new email interaction is offered to them, the new email is displayed with the agent actually accepting the interaction. This scenario causes a flow error and puts the agent into a Not Ready state.

Fix: Unable to Disconnect from Interactions in Skylight

We identified an issue in Skylight that occurred when a contact hung up before the work offer was presented to the agent. The agent was able to accept subsequent work offers, but they were unable to disconnect from them. We resolved this issue so that agents are able to disconnect from these interactions.

Fix: Incoming Email Subject Doesn't Wrap in Skylight

We identified an issue in Skylight where emails with a long string for a subject line didn't wrap and instead extended beyond the primary content area. We resolved the issue so that the subject line wraps and stays within the primary content area.

Fix: Contact History Not Loading for Outbound Interactions in Skylight

We resolved an issue in Skylight where a contact's history wouldn't load when an outbound interaction was initiated by an agent.

Fix: Participant List Not Displaying Names Correctly in Skylight

We resolved an issue in Skylight where the participant list didn't display the correct details for all participants on an interaction. For example, if Agent A added a participant (Agent B), and then Agent B added another participant (Agent C), the participant listed displayed the name of Agent B, but only the email address of Agent C.

Fix: Creating Contacts Without Mandatory Information in Skylight

We identified an issue where agents could create contacts without entering a value in mandatory fields. We resolved the issue so that the Create button can't be clicked and a red box shows around any empty mandatory fields until a value is entered.

Fix: Deleting Contacts when Interactions Match Multiple Contacts in Skylight

We identified an issue that occurred when an interaction matched multiple contacts. If an agent attempted to delete one of the contact records that the interaction matched, an error occurred. The issue was resolved so that contact records can be deleted while agents are working with an interaction that matches multiple records.

Fix: Updating a Contact's SMS Number in Skylight

We identified an issue in Skylight that occurred when an SMS was received that matched two contacts. When the agent attempted to edit the phone number assigned to one of the multiple contacts, an error occurred. We resolved the issue so that the contact details could be edited without an error and the contact could be assigned to the interaction.

Updates to Exporting Flows to PNG or JPEG

Flows being exported to PNG or JPEG formats now open in a new browser window. Users can then right-click on the image to save it in the desired format. Large flows take approximately 5 to 10 seconds to load as an image in the new window. Firefox users downloading a large flow image may receive a message about an unresponsive script with the option to stop or continue running the script. Clicking Continue results in the flow image loading in a new window.

This change also resolves an issue where some users were unable to download the flow image in a Firefox browser.

Fix: Flow Inputs do not Work with Special Characters in Variable Names

We resolved an issue that allowed users to enter flow input variable with invalid special characters. Flow input variables must now be alphanumeric, beginning with a letter, before publishing the flow.

Fix: Twilio Tokens Expiring in Skylight and Agent Toolbar

We identified an issue where the Twilio token expired and an error message showed after agents were logged in to Skylight or Agent Toolbar for 90 minutes. We resolved the issue so that the token refreshes as expected.

Note: This item was added to the release notes on September 20, 2017 at 20:00 UTC

Updated Data Exchange Flow Notations

Some updates have been made to the flow notations used for CRM data exchange.

• Data Exchange notations have been updated to a new version. The notations available for use on the Flow Designer palette are the new versions of these notations. Previous versions have been deprecated and are no longer available from the palette. There is no immediate action required. Flows that currently include a deprecated notation will continue to function as designed, however the notation will show as Deprecated (notation name) on your canvas. You can continue to use or edit the flow without replacing the notations, or update your flow to replace them with the new versions from the palette.
• Previous versions of the Data Exchange flow notations automatically converted data entered into the configurable parameters by formatting the letter case which resulted in some errors when interacting with the CRM. Updates have been made so that the notations use data as it is provided. This also allows you to query for a custom field with specific casing. For example, Contactpoint_C is now accepted as is and preserved throughout the API call.
• The Requester Name parameter for the Zendesk Create Ticket notation has been updated to Requester ID. Providing an ID instead of a name fixes an issue that some users may have experienced with new Zendesk user profiles being created using the name entered to assign the new ticket to.

Updated Tool Tips for Flow Notations

Flow notations that did not previously include a user "tool tip" have been updated to include one. Now, hovering over any flow notation in the Flow Designer palette will trigger a pop up that provides a brief description of that notation.

The Click to Dial notation's tool tip has been updated to reflect the full list of features that Click to Dial can enable.

Silent Monitoring Moved to Flow Defaults

Silent Monitoring has been updated to a Flow Defaults setting instead of a flow notation. A new toggle called Enable Silent Monitoring identifies whether the flow allows for silent monitoring of calls. The toggle is enabled by default. Any existing flows with the Silent Monitoring notation will continue to have the feature enabled.

Auto State Change Moved to Flow Defaults

Auto State Change was required as a standalone flow notation for any customer flow that could route to a Timed Presence agent to place the agent back into a Ready state after a defined period of time following an unanswered call. This setting is now configured through a Flow Defaults setting called Timed Presence pause time after unanswered call (in seconds) with a default value of 300 seconds, or 5 minutes. This value is the length of time in which a Timed Presence agent remains Not Ready after not answering a call. If this value is 0, the agent is made Ready immediately.

Default Text for Freeform Input Script Components

The Freeform Input component for agent scripts can now support default text values, including variable input. The default text is displayed to Agent Toolbar agents in their script window and can be overridden by the agent. For example, you may have default text that provides an example of the type of information being requested or includes a variable to retrieve data for the agent.

Fix: Clearing Text Selections in Flow Designer Drop-Down Menus

An issue was identified with drop-down parameters in flow notations that allowed text entry or empty fields. Values that were typed in and then removed may not have cleared the value until a new selection was made. This has been resolved so that if text is removed the value is cleared.

Fix: Reordered Parameters in the Timed Presence Flow Notation

We reordered the parameters in the Timed Presence flow notation for an improved user experience.

Fix: Required Input Validation for Reusable Flows

We identified and resolved an issue with reusable flows that have an input field marked as required. When the reusable flow was used as a notation within another flow, the required input was not displaying as a required field, prior to this update.

Fix: Deprecating Platform Flows

We have made updates to our internal process for removing or updating platform level flow notations. These updates ensure that any user who has an outdated version of a notation in an existing flow will continue to be able to view and save that flow without needing to replace the notation.

Fix: Silent Monitoring Ending Call Flows

We identified a rare issue with silent monitoring that could potentially result in the call flow failing when the call was monitored. Updates have been made so that calls can be monitored without ending the flow.

Fix: Timed Presence Calls with Force Disposition Select and Auto Wrap Up Enabled

We resolved an issue that prevented Timed Presence agents from receiving additional calls after ending one from a flow with Force Disposition Select and Auto Wrap Up enabled, as Timed Presence agents are unable to select a disposition code.

Fix: Work Offers Sent to Not Ready Agents

An issue was identified that, in rare circumstances, could potentially result in an expired work offer being sent back to the agent who rejected it. When an agent rejects a work offer they are placed into Not Ready. If that agent is the only one in queue, the rejected offer could have been immediately offered to that agent again. This has been resolved so that no work offers will be sent to a Not Ready agent.

Fix: Agent Presence Reason Following Rejected Work Offer

Agents placed into a Not Ready state after rejecting a work offer will now have a presence reason of Paused assigned as the reason.

Fix: Canceling Outbound Calls

An issue was identified with outbound calls that were canceled by the agent prior to being answered by the customer. While the outbound work offer would end for the agent, the customer's phone would continue to ring though no active caller was waiting. This has been resolved so that canceled unanswered calls are canceled for both the agent and customer.

Fix: Ending a Call Before Completing Add Participant (Warm Transfer)

An issue was identified with Add Participant that resulted in the call ending for all users if the agent who initiated the action ended the call before the new participant answered. This has been resolved so that if an agent leaves a call during a warm transfer, the remaining participants are still active and can be connected.

Fix: Agents Unable to Complete Wrap-Up Phase

A rare issue was identified in the Agent Toolbar where an agent could get stuck in the Wrap-Up phase of an outbound call. If the agent accidentally clicked the Hold icon after the contact hung up, the Select Disposition drop-down menu was disabled and the agent was unable to complete the Wrap-Up phase of the call. As a result, the agent couldn't go back to a Ready state. This issue has been resolved.

Note: This item was added to the release notes on September 6, 2017 at 17:30 UTC

Fix: Agent Utilization Calculations

We resolved an issue with agent utilization calculations (Ready, Busy, and Away duration) that fixes the following:

• Delays in agent utilization data appearing in Teleopti, and some standard historical reports (Agent Status Summary, Agent Status Detail, and Agent Performance)
• Agent utilization not being calculated for agents logged in with Timed Presence who didn't change their state for seven consecutive days

Region	Date and Time
Europe	August 30, 2017 22:00 UTC - August 31, 2017 00:00 UTC (2 hours)
North America	August 31, 2017 00:00 UTC - August 31, 2017 02:00 UTC (2 hours)

Fix: Agent's Own User Removed from Transfer and Add Participant Menus

We resolved an issue with the Transfer and Add Participant menus were an agent's own user was listed as an available option. Agents initiating a transfer or adding a participant are now no longer included in the menu themselves.

Fix: Improved Connectivity in Agent Toolbar

An intermittent issue was identified where, in rare circumstances, agents timed out of their Agent Toolbar session and needed to log in again. Improvements have been made to Agent Toolbar connectivity to resolve this issue.

Region	Date and Time
Europe	August 23, 2017 11:00 UTC - August 23, 2017 23:00 UTC (12 hours) During this time, new reporting data for Teleopti, and the following standard historical reports won't be accessible: Agent Performance Agent Status Detail Reason Code by Agent Teleopti data will be delayed for approximately 4 hours following the release. August 23, 2017 23:00 UTC – August 24, 2017 03:00 UTC (4 hours) During this time, realtime reporting statistics will be inaccurate.
North America	August 24, 2017 11:00 UTC – August 24, 2017 23:00 UTC (12 hours) During this time, new reporting data for Teleopti, and the following standard historical reports won't be accessible: Agent Performance Agent Status Detail Reason Code by Agent Teleopti data will be delayed for approximately 4 hours following the release. August 24, 2017 23:00 UTC – August 25, 2017 03:00 UTC (4 hours) During this time, realtime reporting statistics will be inaccurate.

You may need to clear your cache and browsing history to see updates to the configuration user interface.

Reporting Performance Improvements

We’ve made reporting enhancements that improve overall performance in historical reporting.

Additional Optional Filters in Reporting API

We’ve added additional optional filters to all available realtime statistics in the Reporting API.

For example, the interactions-in-conversation-count parameter can be filtered on one or more of the following parameters:

• interaction-id
• direction
• channel-type
• customer
• contact-point
• contact-id
• flow-id
• queue-id
• resource-id

For more information on how you can use these optional filters, see the Reporting API documentation.

Standard Reports Updates

We've made updates to standard historical reports to order columns in a more intuitive way. For example, columns are arranged to reflect the flow of an interaction and are grouped by common themes.

The Agent Detail by Queue report has been renamed to Agent Summary by Queue.

We’ve added two reports:

• Recordings and Messaging by Interaction report, which provides a list of interactions that have either a messaging transcript or audio recording associated with it.
• Recordings and Messages by Agent report, which provides a list of interactions by agent that either have a messaging transcript or audio recording associated with it.

Flagged Interactions in Historical Reporting

We've added a Flagged column to three historical standard reports to indicate interactions that have missing or inaccurate data associated with them. For example, when there isn't a timestamp for when an agent left the interaction or the interaction left the queue. Flagged interactions are indicated by an exclamation mark (!) and are shown on the following reports:

• Interaction Detail
• Interaction Detail by Agent
• Interaction Details by Contact

The Flagged column can also be added to custom historical reports.

To filter Flagged interactions out of a report:

1. Click Filter().
2. Click Flagged in the list of available filters.
3. Select Not Flagged.
4. Click Apply.

Work to remediate flagged interactions will be addressed in future releases.

Known Issue: Agent Utilization for Agents Logged In with Timed Presence

If an agent logs in with Timed Presence and doesn't change their state for seven consecutive days, agent utilization (Away, Busy, and Ready duration) no longer calculates for that session.

Fix: Initiated Transfers in Historical Reporting

We've made updates to Initiated Transfers in historical reporting. Previously, if an agent initiated multiple transfers, only the first transfer initiated was counted. Now, each time the transfer is initiated, it is counted. As a result, you may notice the value for Initiated Transfers and Total Transfers increases in your historical reports.

Fix: Duration on Interactions Complete Table

We resolved an issue where Duration didn’t show a value on the Interactions Complete table in realtime reporting.

Fix: Accepting Work After Closing Agent Toolbar During Wrap Up

We identified an intermittent issue that occurred when agents closed the Agent Toolbar during wrap up and Forced Disposition was enabled. The agents weren't able to accept new work if they logged back in immediately and selected the Ready state. This issue has been resolved.

Fix: Accepting Work After Closing Agent Toolbar During an Active Interaction

We identified an issue that occurred when agents closed the Agent Toolbar during an active interaction. The agents weren't able to accept new work when they logged back in and selected the Ready state. This issue has been resolved.

Beep Notifications

Call flows can now be configured to present a beep tone to participants that indicates when a participant is added to a call, or removed from a conference. This is an optional feature that you can enable for voice interactions. Beep configuration is not currently available for transferred calls.

The beep parameter uses the multi-select option, allowing you to select a tone for conference entry and/or exit and is available for any notation that completes a conferencing action to initiate an interaction.

• Conference Customer In
• Conference Resource
• Resource Flow
• Click to Dial

Beep on Enter provides a notification when a participant is added to a conference, such as when a customer calls in to a queue and is connected to an agent.

• The parameter is configured during the conference actions of your flow. If you are using a beep on entry for inbound voice calls, you should enable the feature on both the customer (Conference Customer In) and resource (Conference Resource or Resource Flow) portions of your flow. Enabling both ensures that the notification is provided regardless of which participant enters the conversation first.

Beep on Exit provides a notification if a participant leaves a conference with more than two participants and all applicable participants have the feature enabled. More details on this function will be provided in the future, when it gets added to transferred calls.

New Input Type for Reusable Flows

A new input type called Mixed Media is available for reusable flows. When a reusable flow with a mixed media input type is used as an object within a customer flow, it presents as a parameter with a drop down menu for you to select the type of media that you want to dynamically configure in this flow.

• Text to Speech allows you to enter the text that you want read to participants and to select the language, as you would if creating a text-to-speech media file in the configuration UI
• Url allows you to enter the text or URL address of a publicly accessible piece of media to play
• Media allows you to select a media file from the existing ones available (TTS and audio) on your tenant

Updates to Click to Dial and Queue Notations

Updates have been made to the Click to Dial, Queue with Media, and Queue Resource with Media flow notations to improve user experiences.

• The queue callback configuration parameters now only appear in Queue notations if the Callback Enabled toggle is set to active.
• The Media (Click to Dial notation) and Agent Callback Media (Queue notations) lists, used to select the media played to an agent while an outbound or callback customer is being dialed, now only presents audio files and excludes invalid TTS prompts and media lists. The selected media file will play as a single media without looping.

Action Required: 

• Agent Callback Media (Queue notations) was previously an optional field but is now required. Existing flows that do not have an Agent Callback Media file selected will continue to function until they are edited, at which time one must be selected before publishing your new version.
• Media (Click to Dial) previously allowed a TTS prompt or media list but now requires an audio file. Existing flows that do not have a single audio Media file will continue to function until they are edited, at which time one must be selected before publishing your new version.
• For optimal results and to reduce latency, Serenova, LLC recommends using a .mp3 file, as opposed to .wav, that is no longer than the expected maximum connection time.

Waiting Media for Conference Notations

A new parameter called Waiting Media has been added to the flow notations that include a conferencing action to initiate a voice interaction. Waiting Media improves the user experience by allowing you to select an audio file that is played while a caller and agent are being conferenced together, until they are connected and able to speak. It also reduces latency times between connections, allowing participants to connect faster.

• Conference Customer In
• Conference Resource
• Resource Flow

The waiting media only plays during the brief time that it takes to connect the participants, and may not be heard at all if the connection is completed instantly. It is a single media file that is played once, without looping. TTS prompts and Media Lists are not available for Waiting Media.

Waiting Media is an optional field, but one that will reduce the amount of time required to connect callers and agents and improve latency issues. For optimal results, Serenova, LLC recommends using a .mp3 file, as opposed to .wav, that is no longer than the expected maximum connection time. Flows that do not have a waiting media selected will continue to function and perform in the same manner as before this feature, without the advantages of reduced latency that this feature provides.

Flow Parameters Requiring Audio Media

A number of flow notations have a media parameter that requires an audio file and can't accept text-to-speech (TTS) or Media Lists. For example, the new Waiting Media parameter for conferencing notations and agent media in queuing notations with media require an audio file. These fields have been updated to only provide those options in their drop down menus, excluding invalid TTS files and media lists.

For any of the media files that are played during a queue connection or conference action, Serenova, LLC recommends using .mp3 files with a duration that doesn't exceed the expected maximum connection time.

Updated Outbound ANI Parameter for Click to Dial

The Outbound ANI parameter of the Click to Dial notation now supports expression input. You can continue to use string data to present a specific outbound dialing number if you prefer by surrounding the string in quotation marks ("). Otherwise, data entered here will be considered an expression that can be used for variable outbound ANI input.

Existing Outbound ANI telephone numbers will be automatically updated to string format with quotation marks.

User Management Performance Improvements

We've made updates to User Management in the configuration interface resulting in improved performance for long user lists.

Updates to the Transfer Menu in Agent Toolbar

We've made updates to the Transfer menu in Agent Toolbar so that offline users no longer appear in the list.

Skylight Desktop Permissions for New Tenants

We've updated our default user roles (Administrator, Supervisor, and Agent) for new tenants to include Skylight Desktop permissions. Skylight Desktop permissions were included in the default roles on existing tenants with the July 19, 2017 release.

Fix: Searching for Contacts

We resolved an issue on the Customer Management Panel where a contact search failed if an agent accidentally included a symbol in a search term. This error only occurred while the symbol was still within the search parameters and when the symbol was removed the search worked as expected.

Fix: Downloading Recordings using the CxEngage Public REST API

We resolved an issue where a 500 server error message was returned when performing an API request to download an interaction recording.

Skylight Desktop

We're excited to announce the availability of Skylight Desktop - an agent experience for contact centers that aren't using a Customer Relationship Management (CRM) solution. With Skylight Desktop, you can receive and manage voice, Facebook messaging, native chat, SMS, and email interactions in a single workspace. It also includes customer contact management, scripting, and performance statistics.

Learn more about Skylight Desktophere.

To get started with Skylight Desktop, see:

• Administrator Checklist for Skylight and Skylight Desktop
• Getting Started with Skylight Desktop

Realtime Dashboard Updates

We've updated our standard realtime dashboards to show KPIs and tables on separate dashboards. These changes minimize queries, improve loading times, and minimize scrolling through dashboards.

The following tables are now on separate realtime dashboards: 

• Agent Details Table
• Agent State Table
• Interactions Completed Table
• Interactions in Conversation Table
• Interactions in Queue Table
• Interactions in Routing Table
• Queue Details Table
• Specific Queue Table

We've also removed one occurrence of the Specific Agent sections from the Resource Dashboard. Previously, there were two Specific Agent sections.

Historical Dashboard Updates

We've made the following updates to historical dashboards, which result in improved loading times and minimizes scrolling through dashboards: 

• The CSAT Score by Hour visualization is removed from the Overview Dashboard
• The Stats by Queue table is removed from the Queues Dashboard

Refer to the Interaction Details standard report to review the statistics that are contained in these tables.

Flow Designer Script Components Opening in Edit Mode

Previously, the script components added into a Script flow object were in view mode until you clicked the edit icon to configure them. Updates have been made so that any new script components are automatically in edit mode for immediate configuration.

Flow Designer General Performance Improvements

Updates have been made to a service supporting the Flow Designer that result in improvements to the general performance of the designer. For example, exported flow designs to print or to save as an image no longer have extra white space surrounding the design.

Fix: Moving Flow Objects in View Mode

Flow Designer has been updated to resolve an issue where users could move and adjust the position of flow objects while in View mode.

Fix: Rendered Display of Zoomed In Advanced Flow Control Actions

We identified an issue with zooming in the Flow Designer that resulted in the Advanced Flow Control action objects displaying incorrectly. This has been resolved so that all of the flow objects render correctly when zoomed in.

Fix: Using a Flow as an Input Resulting in Error

We resolved an issue with using a flow that takes another flow as an input, such as with reusable flows, that resulted in an error.

Fix: Current State Duration in Realtime Reporting

We resolved an issue where the time listed for Current State Duration on realtime dashboards didn't restart when agents changed their state.

Fix: Presence Reason Changes Not Reflected in Realtime Dashboards

We resolved an issue where the presence reason listed in the Reason Code column in the Agent State table didn't update when an agent changed their presence reason.

Fix: Wrap-Up Countdown for Non-Voice and Voice Interactions

We resolved an issue where the wrap-up countdown did not display properly when voice and non-voice (for example, chat or SMS) interactions were in the wrap-up phase at the same time. Additionally, we also resolved an issue where the wrap-up progress bar froze for voice interactions after ending wrap-up until the non-voice interaction wrap-up ended as well.

Fix: Hide the Presence Reason List Link From Agent Toolbar Users Without Assigned Lists

We resolved an issue where Agent Toolbar users who did not have a Presence Reason list assigned to their profile or as their tenant's default list would be presented with a link to select a Not Ready reason code that didn't include any data.

Fix: Downloading Recordings Using the CxEngage Public REST API

We resolved an issue where a 500 server error message was returned when performing an API request to download an interaction recording.

Fix: Verb Selection in REST Request: Generic Flow Notation

An issue was identified that resulted in users being unable to successfully select the type of request to make with a REST Request: Generic flow notation. This has been resolved so that you can select from a GET, PUT, POST, or DELETE request and have the appropriate call made.

Action Required: If you opened and saved a flow that uses this notation since the last CxEngage release on July 5, 2017 then you may need to open and save your flow again to implement this fix.

Conditional Inputs for Flows

Flow Designer has been updated to include conditional inputs. When creating a reusable flow with input variables, you can enter a condition statement for each input. When a reusable flow with conditional inputs is used as a notation within a customer flow, its parameters will only display if their condition statement is met. For example, you can design your reusable flow to only display input parameters based on the proceeding selections. This feature will also allow us to update existing flow notations in the future to only display the necessary parameters and expand to additional ones based on your configuration.

New Multi Select Flow Input Type

A new type of flow input is available for you to use when creating a reusable flow with input variables. Multi Select lets you to select multiple options when configuring that parameter when using your reusable flow in a customer flow.

Update to the SFDXE Get Flow Notation

Previously, the Id parameter for the SFDXE Get flow notation only accepted string data for the Salesforce object being retrieved. The notation has been updated to also accept variable input.

Auto Screen Pop Toggle Added to Flow Notations

The Resource Flow and Work Offer Flow notations have been updated to include a toggle that disables or enables internal Auto Screen Pop. The toggle is enabled by default to maintain your existing screen pop settings, but can be disabled to turn off auto screen pops or to customize screen pop configuration by using the Screen Pop notation in a parallel path in your flow design.

Note: This item was added to the release notes on July 14, 2017 at 17:30 UTC

Update to the Default Phone Number Search for Screen Pops

An update has been made to the default phone number search parameters used to search and pop records using the Screen Pop or Work Offer Flow notations. One of the phone number format options has been removed from the default search parameters to decrease the overall search time required. The current default search formats are +12223334444, +1 222-333-4444, and (222) 333-4444.

Update to the Resource Flow and Work Offer Flow Notations

An update was made to the Resource Flow and Work Offer Flow notations to remove an unnecessary parameter for customer timeout. This data is hard coded into the flow and does not require separate configuration.

Note: This item was added to the release notes on July 14, 2017 at 17:30 UTC

Interaction ID Filter in Standard Historical Reports

We've updated the Interaction ID filter in standard historical reports to a text field so that you can enter one or more interaction IDs that you want to view in the report. Separate multiple interaction IDs with a comma (,). Previously, not every interaction in the table was returned in the filter list to select. With the text box, you can now enter any interaction ID that is listed in the table.

Note: This item was added to the release notes on July 14, 2017 at 17:30 UTC

Default Date for Standard Historical Dashboards and Reports

We've updated the default date filter on standard historical dashboards and reports to display data for the current day. For example, if the current date is July 5, 2017, then the date filter is >=07/05/2017. Previously, the last 7 days was displayed by default. When the report or dashboard loads, you can click the filter icon () or the date at the top to customize the date filter as needed.

Updates to the Agent Historical Dashboard

We've removed the Conversations by Agent table on the Agents historical dashboard, which improves the dashboard's loading time.

Updated Filters for Realtime Dashboards

Realtime dashboards have been updated to include Messaging, Email, and Work Items channel filters.

New Historical Reports to Support Upcoming Features are Visible

There are two new reports available under Historical Reporting that are to support an upcoming feature and should not be used at this time.

• Interaction Details by Contact
• Channel by Contact

Please note that these reports will not currently provide you with any data. Stay tuned for how they can be used with our upcoming features!

Fix: Rebranding Colors for Non-Text UI Components

We resolved an issue that prevented users from changing the color of non-text components of the configuration UI.

Fix: New Password Field for New CxEngage Users

A typo has been corrected on the login screen presented to new CxEngage users who are creating their password.

Fix: Disabled Reusable Flows in the Flow Designer Palette

We resolved an issue where reusable flows that were disabled were still appearing as available notations in the Flow Designer.

Fix: Creating Lines from Annotations in Flow Designer

An issue was identified where connection lines drawn from an annotation () on the flow designer canvas would stop your flow from saving. To resolve this issue, we have removed the ability to draw lines from an annotation text box.

Fix: Flow Notation Settings Popping Up Near Edge of Window

We resolved an issue where flow notation settings would pop up off of the screen with some browsers if the notation was near the bottom of your display monitor.

Fix: Flow Parameter Values and Multiple Edits

An issue was identified with the flow designer that resulted in configured parameters losing their entered values if a draft version of a flow was edited and saved multiple times. This has been resolved so that entered parameter values will continue to save on additional edits.

Fix: Duplicate Names for Script Components

Script components each require a unique name to avoid duplication and allow for accurate reporting. Flow Designer has been updated to validate the script component names and stop users from publishing a flow that has more than one component with the same name.

Fix: Unanswered Customer Requested Calls with Click to Dial

An issue was identified with customer requested calls with Click to Dial. If the work offer for the customer requested call was not accepted by the agent, the work offer was ended and would not go back in queue. Updates have been made to place unanswered customer requested call interactions back into queue.

Fix: Recordings Following an External Transfer

A call that is transferred to an external participant should be considered complete and recordings stopped, but were continuing to be recorded. This has been fixed so that recording stops when there are no internal resources remaining on the call.

Fix: Wait Time Inconsistencies in Realtime and Historical Dashboards

There were inconsistencies in the definitions for wait times in realtime and historical dashboards which resulted in different values. Updates have been made so that queue and wait times are consistent across dashboards.

New Flow Signals Used in Conference Resource and Conference Customer Notations

Updates have been made to the Conference Customer and Conference Resource flow notations to include new signals before and after the applicable participant has been added to the conference.

• Conference Customer now includes customer-add-participant-start and customer-add-participant-end signals.
• Conference Resource now includes resource-add-participant-start and resource-add-participant-end signals.

These signals trigger the start of other flow functions and reduce the overall time required to initiate interaction.

User Data can be Updated by Administrators

A new permission has been added to the default Administrator role that allows updates to other users platform level details via the API. Users with the MANAGE_ALL_USERS permission can update the platform level user details of another user, if they have a role that includes this permission on every tenant that the user being updated belongs to. The platform level user details that can be updated are:

• First name
• Last name
• External ID

Updates to the user's details can be made with a PUT request to the CxEngage API to update a user.

Fix: Improvements to Call Connection Latency

We made improvements to reduce the time required between an agent answering a call and being added to the conference with the caller.

Fix: Outbound Calls not Ending Until Wrap Up Cleared

An issue was identified with outbound calls made with the Dial Pad or Click to Dial not ending until the agent ended their wrap up. This resulted in calls still being made when the agent ended the call before it was answered by the customer. For example, if an agent dialed a number but then canceled the call and went into wrap up, the customer was still dialed. Updates have been made so that customers are disconnected and interactions ended as soon as the agent disconnects.

Fix: Cold Transferring Outbound Calls to External Participants

Note: This item was added to the release notes on June 27, 2017 at 13:45 UTC

There was an issue identified with outbound calls made to a customer where they could not be cold transferred to an external participant. This has been resolved so that outbound calls can be cold transferred to an external number or transfer list item as expected.

Fix: Queue Callback Requests Made While Voice Work Offer is Offered to Agent

We identified an issue with Queue Callback requests made at the same time as the voice work offer being offered to an agent. The call would be received by the agent though the customer had disconnected, and no call back made. This has been resolved so that as soon as a customer selects a queue callback option they are removed from that inbound call queue, allowing the callback work offer to proceed.

Fix: Agents Stuck in Bad State Following a Short Call

We identified and resolved an issue where calls that were ended by an agent immediately after being answered were resulting in the call disconnecting and the agent being unable to update their status from the Agent Toolbar.

Fix: Transferring to Timed Presence Agents

We resolved an issue that occurred when transferring callers to a Timed Presence agent using Add Participant. Add Participant places callers on hold for the transfer or conference. If the transferring agent disconnected from the call without taking the customer off of hold, the Timed Presence agent was unable to take the caller off of hold. This has been updated so that customers who are transferred to a Timed Presence are automatically taken off of hold.

Fix: Users with the Default Supervisor Role Can't Play Recordings

We resolved an issue where the MANAGE_TENANT permission was required to play recordings on your tenant. We've removed this permission requirement, and updated the default Supervisor role to include the permission to view standard reports and play recordings on their tenant. If you have a custom role for users who need to play recordings, ensure that you include the REPORTS_READ_ALL, VIEW_ALL_RECORDINGS, and VIEW_ALL_REALTIME_DASHBOARDS permissions. If you previously included the MANAGE_TENANT permission in a custom role for users to play recordings, it's no longer required to include it.

Fix: Default Role Permissions for Tenants Missing Permissions

We've resolved inconsistencies in the permissions included in CxEngage default roles for some tenants.

Fix: Escalation Queries for Queues

We resolved an issue where, in rare occurrences, queue queries executed one second later than was defined in the escalation query.

Updates to Core Services

Note: This item was added to the release notes on June 14, 2017 at 17:45 UTC

We are releasing some stabilization updates to improve the general performance of our core services. While this update has minimal impact to users, changes made to the skills, groups, or capacity rule settings assigned to any agent currently logged in to the Agent Toolbar may take up to 15 minutes to take effect.

Fix: Credential Validation When Creating New Integrations

When creating a new Salesforce, Zendesk, or REST integration, we identified an issue where you could save the integration with invalid credentials and no error message was displayed. We resolved the issue so that an error message appears. You can save the integration only after you enter valid credentials.

All Regions

Agent Details and Agent State Tables in Realtime Dashboards

We’ve updated the Agent Details and Agent State tables in realtime reporting to include additional columns and filtering ability. These tables are included on the Overview and Resources realtime dashboards.

Agent Details Table

We’re adding the following columns to the Agent Details table:

• Groups
• Skills
• Avg Time to Answer
• Avg Handle Time
• Avg Logged in Time

The Avg Interaction Talk Time column is renamed to Avg Talk Time. The Avg Interaction Hold Time column is renamed to Avg Hold Time.

You can also filter on the Groups and Skills columns. To filter on a column, click the drop-down menu in the column header and select the values you want included.

Agent State Table

We’re adding the following columns to the Agent State table:

• Groups
• Skills
• Reason Code

You can now filter on the Groups, Skills, State, Reason Code, and Direction columns.

Selecting Columns

You can now select which columns appear in the Agent State and Agent Details tables. To select a column, click Columns above the table and select the checkbox next to the columns you want included.

Updates to Queue Priority Settings

Previously when configuring queue priority, it was possible to enter a negative value in the priority fields, which resulted in an alert to enter a value greater than zero. We've made updates so that it is no longer possible to enter negative values.

Fix: Header Display When Creating Transfer Lists

We resolved an intermittent issue where some users may have noticed that the “Creating New Contact” header text was missing while creating a new transfer list .

North America Region Only

Fix: Agent Conversation Time and Agent Talk Time in the Agent Status Detail Report

In the Agent Status Detail historical report, we identified an issue where Agent Conversation Time and Agent Talk Time were incorrectly returning the same value when an interaction was placed on hold. We resolved the issue so that when interactions that are placed on hold, Agent Talk Time now shows as less than Agent Conversation Time, as expected.

Fix: Reporting Statistics

We resolved inaccuracies in the following statistics:

• Average Handle Time (historical reporting)
• Abandons (realtime and historical reporting)
• Abandon Time (realtime and historical reporting)

Teleopti - Processing Times

We've made improvements to the processing times for Workforce Management statistics.

European Region Only

Fix: Agent Conversation Time and Agent Talk Time in the Agent Status Detail Report

In the Agent Status Detail historical report, we identified an issue where Agent Conversation Time and Agent Talk Time were incorrectly returning the same value when an interaction was placed on hold. We resolved the issue so that when interactions that are placed on hold, Agent Talk Time now shows as less than Agent Conversation Time, as expected.

Fix: Reporting Statistics

We resolved inaccuracies in the following statistics:

• Average Handle Time (historical reporting)
• Abandons (realtime and historical reporting)
• Abandon Time (realtime and historical reporting)

Teleopti - Processing Times

We've made improvements to the processing times for Workforce Management statistics.

Updates to Click to Dial Flow Notation to add Default Queue

The Click to Dial flow notation has been updated to include a new optional parameter called Default Queue. Previously, Click to Dial required a specific resource to initiate the interaction, as with an agent initiating an outbound call. With this update, an outbound call request can be sent to a queue instead of to a specific agent if a resource ID isn't specified. For example, you may have a web form available for customers to complete which triggers an API call to CxEngage to request an outbound call.

To use this feature, you must have a method available for customers to submit their request. For example, a web form from your website that makes a call to the CxEngage API to create an outbound interaction. More information is available on the Request a Call topic page.

Updates to Transfer Flow Defaults

We've updated the Flow Defaults settings and notation to include: 

• Transfer Auto Answer: WebRTC calls that are transferred to an internal queue or resource are automatically answered by the agent.
• Transfer Force Disposition Select: Calls transferred to an internal queue or resource require a disposition code to be selected prior to the receiving agent ending their wrap up.

These defaults apply to voice interactions that are transferred to an internal queue or resource using either Transfer or Add Participant.

Fix: Rejected Work Counting as an Abandon

We resolved an issue where work rejected by an agent incorrectly counted as an abandon.

Fix: XML Escape Characters in SMS

Note: This item was added to the release notes on May 30, 2017 at 14:15 UTC

We resolved an issue where XML escape characters (such as &quot; instead of ") were included in SMS messages sent from Agent Toolbar

Historical Reporting Expressions and Measures: Updates and Fixes

Updates to Widget and Expression Labels

We've updated the following labels:

• The Abandons % KPI widget on the Overview historical dashboard is now correctly labeled as Queue Abandons %.
• The Transfers expression is now labeled as Initiated Transfers

Updates to the Abandons Expression

Previously, the Abandons expression in historical reporting only counted queue abandons. We've made updates so that it now includes both abandons that occur before a call enters the queue (IVR abandons) and abandons that occur after a call enters a queue.

Fix: Agent Talk Time and Agent Conversation Time in Agent Status Detail Report

We identified an issue where Agent Talk Time and Agent Conversation Time in the Agent Status Detail report were returning the same value when a caller was placed on hold during an interaction. We’ve resolved this issue so that the Agent Talk Time does not include hold time. As a result, Agent Talk Time will be less than Agent Conversation Time when an interaction is placed on hold.

Fix: Interaction Counts on the Interaction Summary and Interaction Summary by Agents

We resolved an issue where the interactions count included on the Interaction Summary report wasn’t including all interactions. The interaction count in the KPI widget will now show the number of interactions that started in the given date range. The interactions table will show all interactions that had activity for the given date range.

Fix: Abandoned Interactions

We resolved an issue where some interactions were being counted as both an Abandon Before Queue/IVR Abandon and a Queue Abandon.

Fix: Interactions Count on the Interactions Dashboard

We resolved an intermittent issue where the number of interactions listed in the Interactions Table did not match the Interactions count on the Interactions historical dashboard.

Fix: SLA % Expression

We resolved an issue where the SLA (Service Level Agreement) % expression wasn’t including abandons.

Standard Reports: Performance Enhancements and Fixes

Performance Improvements for Historical Standard Reports

We've made performance improvements to the following reports which will result in faster load times:

• Service Level By Queue
• Campaign Summary
• Agent Detail by Campaign Run
• Campaign Run Summary
• Interaction Details by Agent
• Agent Details by Queue
• Interaction Summary by Agent
• Reason Code by Agent

Messaging Details Report

We've updated the Messaging Details report so that it only includes messaging interactions. This report also now includes messaging transcripts.

Performance by Channel Report

We’ve updated the Performance by Channel report to include non-voice interactions.

Agent Performance Report

We've added the Agent Performance report to the standard reports in Historical Reporting. This report provides performance related statistics by agent such as agent name, available time, and the number outbound calls made using the Dial Pad or Click-to-Dial.

 Queues Column on the Interaction Details by Agent Report

We've removed the Queues column on the Interaction Details by Agent report.

Fix: Service Level by Queue Report

We resolved an issue where the Service Level by Queue report didn't load and returned a 504 error.

Teleopti Updates

We've made improvements to the processing times for Workforce Management statistics.

Realtime Reporting

Fix: Queue Data in the Overview and Queue Realtime Dashboards

We resolved an intermittent issue where the Interactions in Queue table on the Overview and Queue Realtime Dashboards wasn't displaying data.

Password Reset Updates

We've made updates to how you reset your password from your User Profile when logged into CxEngage. You are now required to enter your current password when you are changing your password. For more information on password requirements and the various ways you can reset your password, see Resetting Passwords.

Start and Stop Recording Flow Notations

The Start Recording and Stop Recording flow notations have moved to the Advanced Flow Control group. You can enable recording in the Conference Customer In notation used in most customer flows. If that parameter doesn't meet your needs or if your flow design requires a specific segment to be recorded, you can still use the Start and Stop Recording notations located with the advanced controls.

Mandatory Queue Parameter for Queue with Media Flow Notation

The Queue parameter for the Queue with Media flow notation is now a required field when publishing a flow. This field was previously optional but would result in work offers not getting routed if there wasn't an identified queue.

Fix: Forward Participant Disconnecting Before Caller

We identified an issue with the Forward flow notation that resulted in callers hearing an error message if the forward participant hung up first. They remained connected to the interaction until they disconnected themselves. This has been resolved so that callers are automatically removed from the interaction properly if the forward participant disconnects first.

Removal of ‘Duplicate Flow’ Button

We have removed the Duplicate Flow option from the Create button on the Flow Management page. To copy a flow, select the flow and the specific draft of published version that you want and click Copy next to it’s name.

Removal of "+" to Create New Published Flow

We have removed the button to create (+) a new published flow next to the list of Published Versions. To create a new published version, create a new draft and publish it following existing procedures.

Copying Flow Inputs and Outputs

When we released the functionality to clone flows it included configuration details and flow defaults. Flow inputs and outputs did not copy and needed to manually added. This has been resolved so that any flow inputs and outputs are also copied into your cloned version.

Fix: Business Hour and Campaign Exceptions

We resolved an issue where the calendar selector did not appear when selecting a date for business hour and campaign exceptions.

Fix: Disabling Flows

We resolved an issue where disabled flows were still appearing to be enabled.

Fix: Working with Notations After Viewing a Flow

We identified an issue with editing flows after accessing them in View mode. If you attempted to work with any notation that includes parameters, the notation would bind to your cursor and not drop as expected. This has been resolved so that you can drop notations to the canvas and create your new draft from the designer.

Fix: Assigning Disposition and Ending Wrap Up for Email or Work Item Interactions

An issue was identified where, if Wrap Up is enabled, email or work item work offers would not present the Disposition or End Wrap Up options. This resulted in agents remaining stuck in wrap up mode until their Toolbar was shut down. Updates have been made so that agents receiving email or work item work offers can disposition their interactions and end wrap up as they can with other channel types.

Fix: Call Recordings

We resolved an intermittent issue where some call recordings were not saved.

Fix: Queries in Realtime Dashboards

We resolved an issue in Realtime Dashboards where queries continued to run after users navigated away from the tab and resulted in slower subsequent requests.

Fix: Activity Records in Salesforce CRM with Embedded Toolbar

Note: This item was added to the release notes on May 11, 2017 at 01:00 UTC.

We resolved an issue where Salesforce activity records were not being saved for some inbound voice calls from an embedded Toolbar.

Fix: Realtime Dashboards

We resolved an issue that could cause a delay in realtime dashboards loading and updating.

Fix: Agent Based Historical Reports

We resolved an intermittent issue where historical reports containing agent data weren't loading.

Configuration User Interface (UI) Rebranding

You are now able to change the appearance of your tenant after logging in to match your business branding. You can change following sections: 

1. Logo
2. Favicon image
3. Navigation menu color
4. Navigation menu text color
5. Primary color
6. Accent color
7. Hover text accent color

Change your tenant's UI branding by accessing the tenant'sdetails. You can select your colors and upload images with the options under the Branding heading. You can also restore all settings to their default values from here. Full instructions will be available the Configuration content menu.

To view and use this feature you must have the default Administrator role, or a custom role that includes the MANAGE_ALL_BRANDINGS permission.

Flow Designer Improvements

A number of fixes have been made to various pieces of the flow designer to improve user experience. These updates include cosmetic changes such updating scroll bars, correcting spellings within notations, and improving overall screen display and do not impact any of your flows or flow designs.

Fix: Recordings from Voice Calls Placed on Hold

An issue was identified where the recordings of voice calls would end when the agent placed the caller on hold and would not record the rest of the call. This has been corrected so that when a caller is placed on hold, the recording is paused but then resumes when the caller is taken off of hold.

Fix: Switching Resources in Realtime Resources Dashboard

We identified and resolved an issue where users were unable to switch between different specific agents in the Resources Dashboard for realtime reporting.

Fix: Tenant List Filtering for Enabled Tenants

The tenant selection list from the configuration UI and the Agent Toolbar now only shows enabled tenants. Disabled tenants are no longer displayed.

Fix: Incorrect Wrap Up Calculations in TeleOpti

Some users may have noticed that the ACW (wrap up) through TeleOpti was incorrectly displayed as 0 for agent queue statistics. This has been corrected so that wrap up statistics are calculated and displayed as expected.

Fix: Tenant Invitations and Password Resets

An issue was identified that prevented some users from changing their CxEngagepassword or accepting invitations to a new tenant. This has been resolved so that users are able to accept invitations and change passwords as expected.

Fix: Barge In

We resolved an issue that was preventing users with sufficient permissions from barging in to participate in calls that they were currently monitoring.

Fix: Agent Based Historical Reports

We resolved an intermittent issue where historical reports that contain agent data wouldn't load.

E.164 Validation for Queue Callback Numbers

Queue callback requests require that callback numbers be entered in E.164 format, including country code. Previously, if a caller entered a callback number that did not meet the E.164 requirements, the number was accepted but the callback failed when the work was offered to an agent. Updates have been made so that CxEngage validates the telephone number entered for a queue callback and updates it with the country code before repeating the number back to the caller for confirmation.

For example, if a caller does not include their North American country code of "1" then the number will automatically be updated to include the country code. When the number is read back to the caller to confirm or change it will begin with the missing "1".

Transfer Enhancements for Voice Calls

We're improving the agent experience by making updates to how calls are transferred using the Agent Toolbar.

Warm transfers will now be called Add Participant, to better describe the action. Cold transfers will now be called Transfer and will continue to function in the same way.

With Add Participant, you have an opportunity to add multiple new participants to a call and speak privately before bringing them into the conversation with the customer. Agent Toolbar will show you how many participants are in the conversation with a new Participants icon, next to the customer's phone number located above the activity timer. The icon will show a face for one caller, and change to a group icon if there additional participants.

Clicking the Participant icon shows the list of participants, whether they are an internal or external contact, how long they have been participating in the conversation, and individual phone controls for each such as:

• Transfer to send the caller to that specific participant, which completes a "warm transfer"
• Hold to place that participant on hold, leaving the other participants to talk
• End to remove that participant from the interaction

Adding Participants to a Conversation

Add Participants by using the Add Participant icon () in the Transfer menu or Dial Pad in the same manner in which warm transfers were previously initiated. When you add a participant to a conversation, all other participants are placed on hold. During this time, you have an opportunity to speak to each new participant privately before bringing them into the conversation.

You can take all participants off hold at once and merge everyone into the conversation by using the new Merge icon (), or you can take only individual participants off hold using the Hold icon () in the phone controls listed next to each participant.

Updates to Dial Pad and Transfer Menu

You will no longer be able to use the dial pad to use Transfer Lists or to transfer to a specific agent. These transfers are now exclusively available from the Transfer menu on the Toolbar.

You can still use the dial pad to add an external participant or to transfer to an external contact by entering a phone number. You can also continue to use the dial pad to make IVR selections.

Known Issues

We are releasing these transfer enhancements with the following known issues that will be addressed with upcoming releases: 

• Agent Disconnects Before Adding Participants: If an agent is attempting to add a participant as a warm transfer but disconnects the call before the participants are merged, all participants are disconnected. Until this is updated, agents should wait until participants are merged or transferred before disconnecting themselves.
• Adding a Timed Presence Participant: If an agent adds a participant to the interaction, all participants are automatically placed on hold including Timed Presence agents who do not have the ability to remove themselves from hold. If the initial agent disconnects from the call before removing the Timed Presence agent from hold, the Timed Presence agent is unable to remove themselves from hold and participate in the conversation. Until this is updated, agents must remove the Timed Presence agent from hold and merge the participants before disconnecting themselves.

Reporting Updates

We've made the following reporting updates to coincide with the transfer enhancements.

Renamed Statistics

We’ve renamed the following statistics. If you’re querying the API for these statistics, please update your requests to use the new name. Querying the API using the statistic’s old name returns a 400 error.

• interaction-holds-count is now named customer-holds-count
• interaction-hold-time is now named customer-hold-time

New Statistics and Updated Descriptions

We've added or updated the following statistics:

Name	API Name	New or Updated	Description
Consult Time	consult-time	New	The amount of time that the customer was on hold when there are two or more agents participating in the interaction
Customer Holds Count	customer-holds-count	Updated	The number of times that the customer was put on hold during an interaction. This statistic was previously named Interaction Hold Count.
Customer Hold Time	customer-hold-time	Updated	The amount of time that a customer was on hold during an interaction. This includes time that agents were in internal consult. This statistic was previously named Interaction Hold Time.
Agent Initiated Customer Hold Time	resource-initiated-customer-hold-time	New	The amount of time that an agent, who isn't in internal consult, has a customer was on hold. In other words, this statistic is measured when there is only one agent interacting with the customer.
Agent Initiated Customer Holds	resource-initiated-customer-hold-time	New	The number of times that an agent, who wasn’t in an internal consult, placed a customer on hold. In other words, this statistic is measured when there is only one agent interacting with the customer.  This uses the same API request as Agent Initiated Customer Hold Time because the count is also returned in the response.
Agent Hold Time	resource-hold-time	Updated	The amount of time that an agent was on hold during an internal consult. Previously, this statistic measured the amount of time that an agent put a customer on hold during an interaction. This is now measured by Agent Initiated Customer Hold Time.

Realtime Dashboard Updates

We've made the following updates to the realtime Interactions Dashboard:

• Agent Holds is replaced with Customer Holds
• Avg Interaction Hold Time is replaced with Avg Customer Hold Time
• Avg Internal Consult Time is added

Historical Standard Reports Updates

We've made the following changes to standard reports:

Report	Changes
Interaction Summary	Added columns: Customer Holds Customer Hold Time Avg Customer Total Hold Time
Interaction Summary by Agent	Updated columns: Agent Holds is replaced with Customer Holds Agent Hold Time is replaced with Agent Initiated Customer Hold Time Avg Agent Hold Time is replaced with Avg Initiated Customer Hold Time
Interaction Detail	Updated columns: Agent Hold Time is replaced with Agent Initiated Customer Hold Time Interaction Holds is replaced with Customer Holds Agent Holds is replaced with Agent Initiated Customer Hold Time
Interaction Details by Agent	Updated columns: Agent Hold Time is replaced with Agent Initiated Customer Hold Time Agent Holds is replaced with Agent Initiated Customer Holds
Agent Status Summary	Added columns: Agent Hold Time Agent Initiated Customer Hold Time
Agent Status Detail	Added column: Agent Initiated Customer Hold Time

Messaging Statistics

We've added the following messaging statistics:

Name	API Name	Description
Agent Response Time	resource-response-time	The length of time from when the agent receives the customer's text based message (SMS, chat, or Facebook message) and the agent sends a reply. In other words, this is the length of time that an agent spends responding to the customer. If this is the first reply in the interaction, then Resource Response Time equals Time to Answer.
Customer Response Time	customer-response-time	The length of time from when the agent sends the customer a text-based message (SMS, chat, or Facebook message) and when the agent receives a reply. In other words, the length of time that the customer in the interaction spends responding to one or more agents.

 

Recordings Update

We've addressed an issue where some recordings weren't available after calls completed.

Agent Toolbar Localization Updates

You can now select a language from the Agent Toolbar login page. This is in addition to the existing option to change your language after you have logged in to Agent Toolbar. For more information on Agent Toolbar localization, see Agent Toolbar Reporting

Translated realtime statistic names were included in a previous release. For more information on selecting statistics, see Choosing the Statistics to Display.

Work Item Channel Type for CRM Emails

We've updated the channel type used for emails from CRM integrations such as Salesforce and Zendesk. Previously, these were labeled as Email. These are now labeled as Work Items. Any existing dispatch mappings or capacity rules that use the Email channel type have been updated to use the Work Items channel type for you.

For new dispatch mappings or capacity rules that you create for CRM integrations going forward, select Work Items as the channel type.

Fix: Requesting a List of Users

We resolved an issue so that tenant administrators can now only retrieve a list of the users that they have access to on that tenant. To retrieve a list of users, use the GET a list of users API request.

Fix: Capacity Rules and Non-Voice Work Offers

We identified an issue where capacity rules with conditions for multiple non voice channels were not working as expected. As a result, agents could be offered more work than was permitted in the capacity rule if the work was for different channels. We've resolved this issue so that agents won't receive more work than is defined in the capacity rule.

Fix: Script Transcript Report

We resolved the issue of data not loading in the Script Transcript standard report. We've also removed the Wrap Up Time and Handle Time columns from this report for improved performance.

Fix: Teleopti Integration

We resolved an issue where CxEngage data wasn't appearing in Teleopti.

Fix: Number of Digits to Collect in the Collect Digits Flow Object

We resolved an issue in the Collect Digits flow object where the value entered in the Number of digits to collect parameter didn't display when the flow was published.

Click to Dial Updates

This release will fix two issues that have been identified with Click to Dial.

• Auto Wrap Up for Unanswered Calls: If a Click to Dial call was configured with Auto Wrap Up but was not answered by the contact, the agent making the call would not be placed into wrap up. Updates have been made so that agents will automatically be placed into Wrap Up mode following a Click to Dial whether it is answered or not, if enabled in the call flow.
• Call Record Parameter in Flow Notation: Click to Dial call recording was released with a known issue where the Call Record toggle needed to be updated to indicate either enabled or disabled and could not be published with the default setting. This has been corrected so that the toggle can remain disabled unless you wish to enable the call recording feature.

New Reusable Flows for Upcoming Features

You may notice some reusable flow notations on your Flow Designer palette. These new notations are not currently functional but are required for some upcoming CxEngage features.

This information was added post release, on March 21, 2017.

Call Record Option Added to Click to Dial Flow Notation

The Click to Dial flow notation now includes a Call Record toggle that, when enabled, will record all outbound calls made from a Click to Dial flow.

Known Issue: The Call Record toggle is required before you can publish a new or updated Click to Dial flow. Click to enable the recording. If you do not want call recording enabled, you need to click to enable and then click again to disable. You cannot leave the default disabled appearance. This will be corrected in an upcoming release.

Interaction Details by Agent Standard Report Updates

We've added the Messaging Transcript and Audio Recording columns to the Interaction Details by Agent standard report. To locate this report:

1. Go to Reporting > Historical Dashboards.
2. Click Dashboards and then select Standard Reports.
3. From the menu, select Interaction Details by Agent.

With the addition of these columns, you can filter by specific agents to review the messaging transcripts or audio recordings for their interactions. For more information, see Retrieving Recordings and Messaging Transcripts in Historical Reporting

Fix: Script Transcripts

We resolved an issue where script data wasn't loading in historical reporting. This also addresses a previous known issue with copying flows that contain scripts.

Fix: Filtering by Interaction ID in Historical Reporting

We identified an issue where the Interaction ID filter in historical reports didn't include a complete list of interaction IDs. We resolved the issue so that now the interaction ID filter shows a complete list of Interaction IDs for the date range and tenant selected.

Recordings Update: Removal of the Realtime Recordings Page

Note: A previous version of Release Notes indicated that this item was being released for March 9, 2017 01:00 UTC.

As an update to how you can retrieve recordings, we're removing the Realtime Recordings page found at Reporting > Recordings. You can now find all of your call recordings in the Interaction Details standard report in Historical Reporting. The recording link is available in the Audio Recordings column.

With our recent improvements to historical reporting, call recordings are available for playback in this report within 5 minutes of the interaction ending.

You can filter the results in the report to only show interactions that have a recording available. To filter for calls with audio recordings: 

1. Click the filter ().
2. Select Audio Recording.
3. Within the filter settings, select Has Recording.

You can also apply additional filters such as Date and Customer Identification to narrow the results further.

See Retrieving Recordings and Messaging Transcripts in Historical Reporting for more details.

Fix: New User Login Screen

The detail setup and login screen for new CxEngage users has been updated to reflect current Serenova, LLC branding matching the standard login screen.

Fix: Adding User Extensions

We identified and resolved an issue with adding extensions to a user's profile that resulted in unexpected behavior with input fields.

Fix: Creating Presence Reason Lists After Resizing Window

We identified issues with creating presence reason lists through the Reason List Management page if the Creating New Reason List window was re-sized. We resolved the issues so that reasons lists can be created and edited as designed.

Fix: Creating Invalid Presence Reason Lists Through a User or Group

An issue was identified where a unique presence reason list name could be manually typed when adding a reason list to a user or group, instead of selecting from a list. The list would save but be invalid as there were no presence reason codes included within it. Updates have been made so that only existing presence reason lists can be selected when adding to a user or group.

Fix: Duration Filter on Interaction Monitoring Page

We resolved an issue where the decimals included in the duration filter (for example, a filter for > 10.5 minutes) on the Interaction Monitoring page were being ignored.

Fix: Searching Interaction IDs on the Interaction Monitoring Page

We resolved an issue where Interaction IDs couldn't be searched on the Interaction Monitoring page.

Fix: Interaction Counts for Transfers to Agents

We identified an issue when an interaction was transferred directly to an agent as either a warm or cold transfer, the interaction count only increased for the agent that initiated the transfer. We resolved the issue so that both the agent that initiated the transfer and the agent that received the transfer show an increase in their interaction count.

Fix: Recordings in the Interaction Detail Standard Report

We resolved an issue where some call recordings were not made available in the Interaction Detail historical report. Call recordings that were previously missing will now be available in the report.

Fix: API Key Visibility

We identified an issue where all of the API keys were visible once one API key was revealed. We resolved it so that when you reveal one API key, the others remain hidden.

Fix: Realtime Stats Flow Notation

An issue was identified where flows that use the Realtime Stats data exchange notation would result in an error when trying to retrieve the statistic. This has been resolved so that Realtime Stats will retrieve the configured statistics and proceed to the next step in the flow as designed.

Copying Flows

You can now clone or copy a flow directly from the flow details panel in Flow Management. Copies can be made from any published or draft version of an existing flow. You can edit the copied flow as needed to meet the new flow design requirements. Create a copy of an existing flow by going to the flow details panel and clicking copy next to the draft or published version that you want to clone. The new flow name defaults to Copy of (flow name) but you can change the name at any time.

Known Issue: If a flow that contains a script is copied, CxEngage considers both the original and the copy to be the same script even if the copied script is updated. To work around this issue, delete the script notations after you copy the flow, and then recreate the script.

Agent Toolbar Localization

We now support the following languages in the Agent Toolbar:

• English (United States)
• English (United Kingdom)
• French (France)
• German (Germany)
• Spanish (Spain)

To select a language, click the menu icon () and choose a language from the Select Language drop-down menu. For this initial release, reporting statistics will not be translated. They will be included in a future release in the coming weeks.

SMS Messaging Transcripts

You can now retrieve all of your SMS messaging transcripts from the Interaction Detail report in historical reporting. In the report, you can narrow down the list of interactions to find the transcripts that you want using filters such as Date or Customer Identification.

To access SMS transcripts, click View Details in the report's Messaging Transcripts column. A panel opens at the bottom of the screen where you can read the transcript. The panel stays open when you navigate to other pages in CxEngage until you close it.

Known Issue: Inbound SMS interactions only show the customer's side of the conversation in the SMS transcript. The agent's side of the conversation is not currently included.

"All" Option for Column Filters on Management Pages

We've updated the column filters on the management pages in the configuration interface (such as User Management, Tenant Management, Queue Management) to include an "All" filter. Selecting this checkbox selects all of column filters. Clearing this checkbox deselects all of the column filters.

Queue Callback Columns in the Interaction Summary and Interaction Summary by Queue Historical Reports

Previously, the Queue Callback column was blank in the Interaction Summary and Interaction Summary by Queue reports when there wasn't a queue callback for an interaction. Now, when there isn't a queue callback, this column will display "0" instead of being blank.

Capacity Rules for Work Items

CxEngage capacity rules have been updated to include Work Items along with the Voice, SMS, Email, and Messaging channels. This is in preparation of work items being available as work offers in the future. Work Items is included in the configurable channels but should not be used at this time.

Fix: Duplicate Integration Names

We resolved an issue where an integration could be updated to have the same name as another integration of the same type. If you currently have integrations of the same type with duplicate names, they will continue to work. However, if you try to update the integration, you will now receive a message alerting you and you will be prevented from saving the changes until you enter a unique name.

Fix: Start and End Parameters in the Reporting API

We resolved an issue where requests to the Reporting API that included start and end parameters returned the statistic's value for the default date range (the current day) instead of the time and date range specified. You can use start and end parameters with these statistics in requests to the Reporting API:

completed-interactions-list conversation-time customer-conversation-time customer-talk-time customer-transfers-count initiated-transfers-count interaction-abandon-time interaction-handle-time interaction-hold-time

interaction-time interaction-ends-count interaction-holds-count interaction-starts-count interactions-offered-time queue-abandon-time queue-time queue-abandons-count queue-callbacks-answered-count

queue-callbacks-requested-count queue-callbacks-unanswered-count resource-conversation-time resource-details-list resource-handle-time resource-hold-time resource-logged-in-time resource-talk-time resource-time-to-answer

resource-wrap-up-time resource-conversation-ends-count resource-conversation-starts-count transfer-time work-accepted-time work-offer-time work-accepted-count work-offered-count work-rejected-count

For example, the following GET request looks for the Time to Answer value between 12pm and 3pm UTC on February 24, 2017 for a specific queue in a tenant:

https://api.cxengage.net/v1/tenants/{tenantId}/queues/{queueId}/realtime-statistics/resource-time-to-answer?start=2017-02-24T12:00:00Z&end=2017-02-24T15:00:00Z

Fix: Actions and Expand Icons on Historical Reports

We resolved an issue where the actions and expand icons were partially hidden by the report header in some historical standard reports. These icons will now be located above the report for greater visibility.

Fix: Dispositions in the Agent Toolbar

We identified an issue where agents could enter text in the Disposition Code field in the Agent Toolbar. We resolved the issue so that agents can only select a disposition code from the drop down menu.

Fix: Queue Queries Routing to Users

We resolved an issue where queue queries targeted to specific users didn't route to the user selected.

Fix: Opening CxEngage Invitation in Internet Explorer

We resolved an issue where clicking the activation link in a CxEngage invitation in Internet Explorer resulted in a blank page that did not load.

Fix: "+" Being Removed From "to" Value in SMS Interactions

An issue was identified with SMS interactions sent from the Twilio gateway having the "+" character removed from the "To" value resulting in some international messages not meeting E.164 requirements and failing to be sent. This has been resolved so that the "+" character remains with the SMS number.

Flow Designer Updates

We have made updates to the Flow Designer to provide you with additional design functions. User controls have been added to the top of the designer canvas that allow you to do things like: 

• Undo, redo, copy, and paste within your draft
• Zoom in and out or view your canvas in full screen
• Download your design as an image (.jpg or .png)
• Print your design
• Use annotations to insert text boxes onto your design canvas

Zendesk Data Exchange Flow Notation Updates

The following issues identified with some of the Zendesk data exchange flow notations have been resolved: 

• The Zendesk Create User flow object was not working as expected and is now fixed to create new users in Zendesk as designed.
• There was an issue with using the Zendesk Update Ticket flow object when updating the Assignee Email value. This has been resolved and all parameters can now be updated.
• The Zendesk Update Ticket flow object now includes a parameter to update the status of the ticket between open, pending, hold, solved, and closed.

Tenant Hierarchy Updates

We've increased the tenant hierarchy limit by six.

Historical Reporting Performance Improvements

We're making performance improvements to historical reporting that will improve data load and refresh times. The data refresh rate will now be near real-time for statistics with the exception of statistics that include aggregate data. The data refresh rate for statistics that include aggregate data will now be up to 15 minutes.

These updates will be released by region:

• Asia Pacific on Wednesday, February 15 2017
• Europe on Thursday, February 16 2017
• North America on Saturday, February 18 2017

Please consult the release notifications for more information on the time that the release will take place for your region.

The following updates will be made as a result of these improvements:

• Anomalies in how some statistics are recorded was corrected. As a result, you may notice different values for statistics relating to agent presence in your reports.
• The Queue Time and Time to Answer columns has been removed from the Interaction Details by Agent reports resulting in faster load times
• Flow names that have been changed reflect the updated name in reports
• The intermittent issue of additional null values in agent reports has been corrected
• The intermittent issue of the Queue Service Level by Day and Performance by Channel reports returning addional null value rows has been corrected
• The intermittent issue of the Script Transcript report not loading is corrected

Fix: Call Recordings Playback

We resolved an intermittent issue where call recordings were temporarily unavailable.

Fix: Message for Duplicate Integration Names

We've added an informative message to alert you if an integration can't be created because there is an existing integration of the same type with the same name in your tenant.

Fix: SIP Transfers

We resolved an issue where SIP transfers that used transfer lists weren't offered to the SIP client.

Fix: Capacity Rules Versions

We resolved an issue where the first published version of a capacity rule was labeled as v0. Now, the first published version of a capacity rule will be labeled as v1.

Fix: Reason Lists for Groups

We resolved an issue where reason lists couldn't be attached to a new group while it was being created.

Fix: Twilio Integration Updates

We resolved an issue where updates to Twilio integrations couldn't be saved.

Security Enhancement

We've added HSTS headers as an additional layer of security.

Fix: Ending PSTN Calls

An issue was identified where outbound calls made from an agent's PSTN extension didn't end when the agent clicked "End". We resolved the issue so that the "End" button no longer displays for outbound calls made using an agent's PSTN extension. PSTN calls end when either the agent or the contact hang up the phone.

Fix: Send SMS Flow Object

We resolved an intermittent issue with the Send SMS flow object where the SMS message wasn't always sent to the contact.

Fix: Zendesk Credentials Validation

We resolved the issue of incorrect credentials successfully saving when a Zendesk integration was updated. Now, if the credentials entered are incorrect when you are updating a Zendesk integration, you are prevented from saving the changes until you enter the correct username and password.

Fix: Business Hours Exceptions

We resolved the issue of not being able to select a Business Hours exception for the current day for users in some timezones.

Fix: Source Switchers for Queue Custom Statistics

We resolved an issue in custom realtime dashboards where queue source switchers weren't available to associate with some custom statistic widgets.

Fix: Cold Transferring Calls from Dial Pad to PSTN

We resolved an issue where users were unable to cold transfer calls from the dial pad to a PSTN extension.

Work Offer Notation Updates

In an effort to simplify the flow design process, we are removing channel specific work offer flow objects (Email Work Offer, Messaging Work Offer, SMS Work Offer, and Voice Work Offer).

If you are building your own resource flow, you will use the Work Offer object. If you have an existing resource flow that uses the channel specific work offer object, your flow will continue to work. If you edit your flow and remove the channel specific work offer object, you will need to replace it with the omnichannel Work Offer object.

Queue Callback Timeout

By default, interactions that wait in a queue for more than 72 hours for a callback will now proactively be canceled. To request that the queue callback timeout be changed for your tenant, please contact your account representative.

Fix: Force Disposition Select

A scenario was identified where agents could allow their maximum wrap up time to elapse without selecting a disposition when Force Disposition Select was enabled on a flow. We've resolved the issue so that when Force Disposition Select is enabled on a flow and the maximum wrap up time elapses, agents stay in wrap up until they select a disposition code.

Fix: Transferring Outbound Click-to-Dial Interactions

We identified and resolved an issue where outbound calls that agents attempted to transfer stayed in a queue and weren't offered to other available agents.

Fix: Realtime Stats Flow Object

We identified and resolved an issue where the Realtime Stats flow object didn’t retrieve the statistic requested in a flow.

Messaging SDK

We are releasing a JavaScript Messaging software development kit (SDK) that you can use to develop an embedded chat feature for your web page. Messages sent via chat are received and handled by agents using the messaging window of their Agent Toolbar.

Application Credentials

Use API keys to authenticate third-party applications and services with the CxEngage API. Once authenticated, those third parties can access CxEngage's features and functions according to the permissions that you grant. API keys consist of a key and a secret key, which are unique strings shared with the third-party for authentication. You can create and manage API keys in the configuration console.

Multiple Zendesk Integrations

You can now create multiple Zendesk integrations in CxEngage to support different instances. For example, if you have Sandbox and Production instances, you can have them both configured in CxEngage. Now, when you go to Configuration > Integrations, you can click Create and select Zendesk. Enter the information for that Zendesk instance and click Submit. Repeat for any additional Zendesk integrations that you want to add, and enable/disable them as needed.

Multiple REST Integrations

You can now create multiple REST integrations in CxEngage to retrieve data from various sources. You can integrate these sources using basic authentication, token authentication, or no authentication. Then, you are able to reference the data from that source in your flow using the REST Request: Generic flow notation. To create a new REST integration, go to Configuration > Integrations and click Create.

Salesforce Integration Credentials Verification

We've added verification for Salesforce credentials to new or updated integrations. When you enter your credentials, a message alerts you if they are incorrect and you are prevented from saving the integration until you enter valid credentials.

Trimming of White Space on Application Credentials

Application credentials, including passwords, will be cleaned up to remove any space at the beginning or end of the credentials. You may be prompted to reset your password if it begins or ends with a space. Going forward, any spaces at the beginning or end of credentials will automatically be removed.

Removing the Custom Fields Flow Notation

The Custom Fields flow notation is being removed from the Flow Designer view. Custom Fields will be made available in the future with the release of the functionality to send custom data to the Agent Toolbar.

Fix: Updated Tenant Names in the Tenant Selection Dropdown

We have resolved an issue where an updated tenant name was not displaying the new name in the tenant selection dropdown menu. Now, the tenant selector displays any updates made to the tenant name.

Teleopti Integration: Real-Time Adherence

Since the initial release of the Teleopti integration, we've added support for integrating with Teleopti Real-Time Adherence (RTA). Teleopti focuses on helping contact centers and back offices improve customer service, employee satisfaction, and profitability through optimized and automated:

• Real-time adherence
• Forecasting
• Scheduling
• Intraday management
• Agent self-service
• Long-term planning
• Reporting
• E-learning, and
• Gamification

To learn more about integrating with Teleopti, please contact your account representative.

Dispositions Update

We have removed some disposition codes from CxEngage that were inherited by all tenants but disabled and not in use. The removed dispositions are Issue resolved, Partial refund, and Refund. To add any disposition codes to your tenant(s), refer to Creating Dispositions.

Fix: Business Hour Exceptions

We resolved the following issues that were identified with adding exceptions to a business hour rule.

• Same day exceptions: Users can now add a business rule exception for today's date
• Multiple exceptions for a day: Users can now add multiple business rule exceptions for a day to cover different time periods

Fix: Can't Modify User Extension

We resolved an issue where users were unable to update the PSTN extension on their user profile page.

Fix: Queue Table Statistics in the Overview and Queues Realtime Dashboards

We identified and resolved conflicts in the Queue table when there were multiple active queues on the tenant.

Teleopti Integration

We now support an integration with Teleopti Workforce Management (WFM). Teleopti real-time adherence support will be included in an upcoming release in January 2017.

Teleopti focuses on helping contact centers and back offices improve customer service, employee satisfaction, and profitability through optimized and automated:

• Forecasting
• Scheduling
• Intraday management
• Agent self-service
• Long-term planning
• Reporting
• E-learning, and
• Gamification

To learn more about integrating with Teleopti, please contact your account representative.

Outbound SMS – Two Direction

The initial release of outbound SMS was released supported one direction messages, which means that the recipient could not reply to the message. We are pleased to announce that outbound SMS is now two directional. When agents send an SMS interaction, contacts can reply to the message and continue the conversation as long as the agent keeps it open.

In order to enable this feature, your tenant must be equipped with an outbound dispatch mapping and work flow, such as Click to Dial. If your tenant supports inbound SMS interactions, the Outbound ANI parameter of your Click to Dial flow can be the same as the number used for the mapping value of your SMS dispatch mapping. If you do configure SMS this way, then any responses sent after the interaction ends will be routed through your SMS flow as a new interaction. If you do not configure this way, any responses sent after the agent ends the interaction will not be received.

Known Issue: There can only be one active SMS conversation at a time between one outbound ANI and a contact number. If more than one agent sends a message from the same ANI to a number, that contact will receive both but any responses they send will be received by the more recent agent.

Messaging Templates – SMS

You can now create templates for SMS messages that contain pre-configured plain text for agents to use in their messages. Agents select the template(s) from the messaging window in their Agent Toolbar. Messages can include any combination of templates and free entry text. To create a messaging template, your user must have the default Administrator role or a custom role that includes the MANAGE_ALL_MESSAGE_TEMPLATES permission. To view and use messaging templates, your agent user must have the default Agent role or a custom role that includes the VIEW_ALL_MESSAGE_TEMPLATES permission and have the template(s) assigned to their profile.

Pause/Resume Recordings

CxEngage call flows can now be designed to empower agents to pause and resume recordings as needed when a call is being recorded. Flow Default settings includes a Recording Update Allowed toggle that exposes the option to agents to pause and resume the recording when it is enabled. For example, you may want to record all of calls on a flow, but not record sensitive information being provided by customers such as a credit card number. If the Recording Update Allowed toggle is disabled, then the recording button and visual indicator are hidden from agents even if the call is being recorded.

Interaction Monitoring

We’ve added an interaction monitoring page in the Reporting menu so that you can view the current active interactions as well as take action, such as silent monitor them or barge in, as needed. This table was previously on the Interaction Dashboard in realtime reporting. To find the interaction monitoring page , go to Reporting > Interaction Monitoring.

To find the interactions that you want to review, you can:

• Sort the table in ascending or descending order by clicking on a column header
• Filter the results by entering a search term or an interaction duration
• Add or remove columns to view the information that is most relevant to you

Barge In

Supervisors can now unmute themselves and enter a call that they are monitoring in order to speak to the other call participants. By default, Supervisors are muted when they begin monitoring a call. To barge in on an active call that you are listening to, click them microphone icon in the monitoring toolbar to unmute yourself. Please note that this currently does not give you control of the call. When either the agent or contact leave the call, all participants are removed and the interaction ends.

IP Filtering

With IP filtering, you can prevent users from logging in to your CxEngage tenant outside of specified IP ranges. For example, you can add the IP range for your corporate network so that users can’t log in to CxEngage from home. This initial release for IP restrictions allows you to set the permitted IP ranges using the REST API.

Updates to Customer Message Timeout Configuration

The length of time that CxEngage waits for a customer response message before considering the interaction to be expired was previously configured as a Customer Message Timeout parameter in applicable flow objects. This time frame is now hard coded to be 12 hours for all tenants and flows. A response sent after 12 hours will be create a new interaction. The message response timeout may be configurable in the future but any data entered into the Customer Message Timeout parameter at this time will not be used.

Transfer Lists

A transfer list is a list of destinations that an agent can transfer a voice call to. CxEngage now supports transfer lists containing any combination of internal and external PSTN numbers as well as any queues that are available on that tenant. For example, you can create a transfer list that includes related queues as well as direct PSTN numbers for external support teams. The list indicates whether the number or queue of each transfer list item is available for warm and/or cold transfers.

Users with the default Administrator role or a custom role that includes the MANAGE_ALL_TRANSFER_LISTS can create a transfer list through the configuration console and then assign the list(s) to a user's profile. Agents with an assigned transfer list can then access the list in the Agent Toolbar transfer menu and transfer voice calls using the same process currently used to transfer to an agent or queue.

Known Issue: If you are completing a warm transfer to a PSTN number that is answered by a voice mail option instead of a person, you are unable to cancel the warm transfer to return to your caller. You can bring the caller off of hold and end the call, but CxEngage is currently unable to differentiate between a person and voice mail answering the call and consider the warm transfer to be complete.

Token Based Authentication

The CxEngage configuration user interface (UI) console now uses token based authentication. A token is generated when you log in to the UI and expires after 24 hours. After 24 hours, users who are still logged in will be required to reenter their login credentials. For example, if a user forgets to log out of the UI and leaves for the day they will be prompted to log in again when they attempt to use the UI the following day.

European Region Support

We are happy to announce general availability of CxEngage in the European region.

Protected Audio Recordings

We have reduced the TTL (time to live) for recording URLs to 1 minute and removed the ability to right click on the recording playback screen.

Changing Agent State to 'Not Ready' Ending Interactions

An issue had been identified with agents changing their state to Not Ready resulting in all of their active interactions ending. This has been corrected so that agents can now choose to proactively set their status to Not Ready with an applicable reason code while working on an interaction without ending it. During that time, they won't receive new work offers. The agent will then go from being busy to not ready when all of their active interactions are complete.

Reporting API: Querying resource-capacity for a User Returns a Bad Request Error

We have resolved an issue where a Bad Request error was returned when querying a user's resource-capacity.

Reporting: Not Ready and Ready Count for Resources who are Away or Idle

We identified and resolved an issue where a resource's state was:

• Idle and sometimes included in the Not Ready count, or
• Away and sometimes included in the Ready count

Now, idle resources are consistently included in the Ready count and resources that are Away are included in the Not Ready count.

Queue Performance Updates

We identified an issue that resulted in potential problems with removing some interactions from a queue. Updates have been made to correct the issue in order to have interactions dequeue as expected.

Advanced Flow Control Notations

A number of flow objects are being released that will provide you with advanced flow controls.

• Flow Error Entry: Initiates a sub-process that reacts to an error thrown by something inside of the designed flow, such as a gateway activity or an invalid selection
• Signal Entry: Initiates a sub-process that is triggered when a signal from another flow section is received
• System Error Entry: Initiates a sub-process that reacts to a system error
• Flow Error Catch: Enables a process to react to an error within the designed flow
• Intermediate Catch: Enables a process to react to a signal while it executes a sub-process
• System Error Catch: Enables a process to react to a system error outside of the designed flow
• Flow Error Throw: Enables a process to send a flow error signal to the parent flow(s) so that a Flow Error Catch can be triggered
• Intermediate Throw: Enables a process to send a signal to the parent flow(s) so that an Intermediate Catch can be triggered

General Performance Improvements

Improvements have been made to various services that will provide overall CxEngage performance enhancements.

Outbound SMS to International Numbers

We've identified and resolved an issue with sending outbound SMS interactions to international numbers.

Custom Statistics Update

We resolved an issue so that statistics no longer fail due to invalid custom statistics.

One Direction SMS

CxEngage can now support one direction outbound SMS interactions. Agents have the ability to initiate an SMS message to a contact number from their Agent Toolbar while they are logged in and in any state. For example, an agent may be on a voice call with a contact and wish to send them a message, link, or file via SMS that they can refer to. As another example, an agent may be Not Ready but still be able to initiate a message. This interaction is one direction only. Contacts are currently unable to respond to the message.

In order to enable this feature, your tenant must be equipped with an outbound dispatch mapping and work flow, such as Click to Dial.

Work Allocation Delays

We resolved an issue that addresses intermittent delays in work allocation.

Unable to Upload Media Files

We resolved an issue where users were unable to upload media files.

Third Party Call Recordings

CxEngage now supports voice call recordings by a third party in addition to Twilio interaction recordings. Third party recording functionality is configured in your call flow by entering your SIP recorder endpoint, contact point details, and any custom field SIP headers in the Flow Defaults settings. Turn the feature on for your flow by enabling the Record parameter of the Conference Customer flow object .

Access Audio Recordings and Facebook Messaging Transcripts in Historical Reporting

You can now retrieve all of your audio recordings and Facebook messaging transcripts from the Interaction Detail report in historical reporting. In the report, you can narrow down the list of interactions to find the recordings or transcripts that you want using filters such as Date or Customer Identification.

To access recordings and transcripts, click View Details in the report's Audio Recording or Messaging Transcripts column. A panel opens at the bottom of the screen where you can listen to the recording or read the transcript. The panel stays open when you navigate to other pages in CxEngage until you close it.

Media Lists

You can now create media lists through the Media Management page in the UI. A media list includes multiple individual audio or text-to-speech (TTS) media files that are played in sequence. That list can be used as one action instead of using multiple Play Media flow objects for each file. For example, you may currently have separate media files to greet a caller, introduce your company or queue, and provide IVR selection options. With a media list, you can play those three files as one action.

You can populate a media list with existing media files from your tenant, or create new ones while creating the list.

Realtime Dashboards Grouped by Custom Dashboards and Standard Dashboards

When you select a realtime dashboard to view, the dashboards are now grouped together by custom or standard dashboards. The CxEngage default realtime dashboards are listed under Standard Dashboards. Any realtime dashboards that you or other users in your tenant create and enable are listed under Custom Dashboards.

Historical Standard Reports: Campaign Run Summary Report

We've added a Campaign Run Summary report to historical reporting standard reports. This report summarizes the campaign for each period of time that it runs. If a campaign is stopped and then restarted, it receives a new run ID. Each period of time that the campaign runs is listed with its statistics for the given period.

Sorting Recordings by Date & Time is Incorrect

We identified an issue where clicking the Date & Time column header on the Recordings page did not sort the recordings list properly in ascending or descending order. We've corrected this issue so that recordings sort from earliest to latest or latest to earliest when the Date & Time column header is clicked.

Widgets on Custom Realtime Dashboards Can't be Linked to Resource Source Switchers

We identified an issue in custom realtime dashboards where source switchers couldn't be associated with a widget. We've fixed this issue so that the list of available source switchers is included in the widget's configuration. As a result, a source switcher can be connected to the widget.

Calls Answered Percent Statistic Not Displaying

An issue was identified where the Calls Answered Percent statistic wasn't displaying a value. We've corrected this issue so that the value displays.

Historical Reports Timing Out

There have been some instances of historical reports timing out, presenting an error message, and needing to be manually reset. Corrections have been made so that all historical reports load without timing out.

Forcing Disposition Selection to End Wrap-Up

Users can now configure interaction flows to require a disposition code entry before allowing an agent to end their wrap up mode. Forced disposition selection requires Auto Wrap Up to be enabled, but ensures that each interaction is dispositioned before the agent can end the wrap up for that piece of work.

To force disposition selection for agents, click to enabled the Force Disposition Selection parameter in the Resource Flow or Work Offer objects in your flow designer.

Timed Presence Accepts Two Digit Custom Hour Login

Previously, agents logging in to a timed presence queue were only able to select a single digit when entering a custom number of hours. Timed Presence users can now use two digits to enter their custom hours between 1 and 99.

Reporting API Updates

We’ve introduced changes to our reporting API including removing unused statistics, updating names, and updating the response keys (aggregate functions).

Removed Statistics

The following statistics are no longer available:

• interactionsBeingOfferedTime
• resourceUtilizationPercentage

At the time that these statistics were removed, no customers were using these statistics. However, if you have since added any of these statistics to API calls, ensure that you either update your call to query another statistic or remove the API call. Calling a removed statistic returns a 404 error.

Updated Statistic Names

We’ve renamed a number of statistics for additional clarity. If you are using the Reporting API to query these statistics, ensure that you update your API calls to use the statistic’s new name. Calling the API using the statistic's old name returns a 404 error.

Old Name	New Name
abandonTime	queueAbandonTime
answeredCount	campaignCallsAnsweredCount
answeredPercentage	campaignCallsAnsweredPercentage
customerWarmTransfersCount	customerTransfersCount
queuesDetailsList	queueDetailsList
recordsAttemptedCount	campaignRecordsAttemptedCount
RecordsAttemptedPercentage	campaignRecordsAttemptedPercentage
recordsCompletedCount	campaignRecordsCompletedCount
recordsCompletedPercentage	campaignRecordsCompletedPercentage
recordsCompletedSuccessfullyCount	campaignRecordsCompletedSuccessfullyCount
recordsCompletedSuccessfullyPercentage	campaignRecordsCompletedSuccessfullyPercentage
recordsCompletedUnsuccessfullyCount	campaignRecordsCompletedUnsuccessfullyCount
recordsCompletedUnsuccessfullyPercentage	campaignRecordsCompletedUnsuccessfullyPercentage
recordsCount	campaignRecordsCount
recordsLeftCount	campaignRecordsLeftCount
recordsLeftPercentage	campaignRecordsLeftPercentage
resourcesDetailsList	resourceDetailsList
resourcesStateList	resourceStateList
retriedCount	campaignRecordsRetriedCount
retriedPercentage	campaignRecordsRetriedPercentage

Updated Response Keys

We’ve updated the response keys for several statistics. The response key is returned in the JSON response to your API call. If your code refers to the old response key, be sure to update your code to refer to the new response key to avoid any errors.

Stat Name	Old Response Key	New Response Key
service-level	service-level	percent
resources-available-count	value	count
resources-busy-count	value	count
resources-logged-in-count	value	count
resources-offline-count	value	count
resources-not-ready-count	value	count
resources-ready-count	value	count
calls-answered-percent	percentage	percent
campaign-calls-answered-percentage	percentage	percent
campaign-records-attempted-percentage	percentage	percent
campaign-records-completed-percentage	percentage	percent
campaign-records-completed-successfully-percentage	percentage	percent
campaign-records-completed-unsuccessfully-percentage	percentage	percent
campaign-records-left-percentage	percentage	percent
campaign-records-retried-percentage	percentage	percent
do-not-call-list-percentage	percentage	percent
customer-satisfaction-score	percentage	percent

Realtime Reporting - User Interface

Dashboard Filtering

You can now filter dashboards by channel (Voice, SMS, or both) and direction (inbound, outbound, or both). You can find the filtering menus at the top of default and custom realtime dashboards.

Realtime Reporting Refresh Rate

Realtime dashboards and Agent Toolbar statistics will now automatically refresh every 10 seconds.

Statistics Added to the Interactions in Queue Table

The Interactions in Queue table now includes In-Queue Time and Channel Type. If you have this table on a custom dashboard, it will also update to include the two new statistics. You can find the Interactions in Queue table on the Overview Dashboard.

Idle and Away Statistics Replace Ready and Not Ready Statistics in the Overview and Resources Dashboards

We’ve updated the Overview Dashboard and Resources Dashboard to display Idle and Away counts and percentages for agent presence. The presence statistics now included are:

Statistic	Definition
Idle	The number of agents who are both Ready and Not Allocated.
Idle %	The ratio of the number of agents who are idle to the number of agents who are logged in.
Away	The number of agents who are currently logged in that are both Not Ready and Not Allocated.
Away %	The ratio of the number of agents who are away to the number of the agents who are logged in.
Busy	The number of agents who are either: Ready and Allocated Not Ready and Allocated
Busy %	The ratio of the number of agents who are Busy to the number of agents who are logged in.

Custom Realtime Dashboards

Statistics in Custom Reports and Dashboards

We’ve updated the list of available statistics to reflect their new names. You will see the updated names when you are creating or editing a statistic widget in custom dashboards. If you're using a renamed statistic in a custom dashboard, we've updated the widgets to use the new name. These changes won't impact your widgets or dashboards.

Dimensions in Statistic Widgets

You no longer need to select a dimension (tenant, resource, queue, or custom statistics) in custom realtime dashboards when you’re configuring a statistics widget. The statistics menu shows all of the available realtime statistics including custom statistics.

Display Statistics as Gauges

We’ve added the option to display statistics as a gauge in your custom dashboard. Gauges enable you to measure performance against a target. As interactions are processed, the gauge adjusts and the color of the gauge changes depending on its thresholds. In the widget’s configuration under the Display Options, click the Display as Gauge toggle to set the threshold values and their corresponding colors.

Agent Toolbar

Known Issue: Statistics Previously Selected are no Longer Displayed in the Agent Toolbar

As a result of the reporting changes, agents may notice some statistics that they previously selected are no longer displayed. Agents will need to select these statistics again in their Agent Toolbar. We apologize for any inconvenience that this causes. See Choosing the Statistics to Display for more information on selecting statistics in the Agent Toolbar.

Broadworks Voice Gateway

Early access to Broadworks Voice Gateway is available to a limited number of accounts as a partner preview. The Broadworks Voice gateway enables integration between CxEngage and the Broadworks media sever via VoiceXML/CCXML enabling customers and partners to leverage their existing investments with Broadworks along with CxEngage’s robust universal queueing and routing engine. The Broadworks Voice Gateway currently supports the following features:

• Ingress voice
• Egress voice to agents on either PSTN or SIP extensions
• Hold/Resume
• Cold Transfer
• Forward
• Recordings are available through a third party integration via SIP invite

SMS and Text to speech are not supported by the Broadworks Gateway.

Improved Validation of CSV Files

CxEngage has been updated with additional validation for CSV file contents containing campaign contacts and Do Not Contact lists.

In a Contact list, CxEngage now ensures that the following information is in the correct format:

• contact - A phone number in E.164 format which consists of a country code, an area code, and a customer number. For example, +12345678910.
• timezone - The customer's time zone as a continent/city or continent/region pair. For example, America/Central.
• expiration - A date in YYYY-MM-DD HH:MM:SS format.
• retry interval - The interval to retry calls in HH:MM:SS format.

In a Do Not Contact list, CxEngage now ensures that the following information is in the correct format: 

• contact - A phone number in E.164 format which consists of a country code, an area code, and a customer number. For example, +12345678910.
• expiration - A date in YYYY-MM-DD HH:MM:SS format.

Improved User Interface (UI) Loading

Enhancements have been made to the configuration console resulting in stable load times and performance.

Automatically Answer Twilio Calls in the CxEngage Toolbar

If you're using Twilio for WebRTC calls, the CxEngage Toolbar can automatically answer calls without agents needing to manually accept those calls. As soon as a call enters a queue, it's assigned to an available agent. A supervisor can set this up when, for example, they're expecting a high volume of calls during the day and want to ensure that caller can connect to agents as quickly as possible.

Supervisors and Administrators can enable or disable this feature as needed by setting the Auto Answer option in voice flows (including the Click to Dial flow), like the Voice Work Offer flow shown below:

Please note that Auto Answer is currently supported for WebRTC voice calls only. The option is displayed in the flow objects for non voice work offers but not yet supported.

Send a Message from a Flow

You can set up CxEngage to display a message to a customer that is sent from the interaction flow. The message could, for example, be a greeting with a note saying an agent will be with the customer shortly. Or, the message could be a notification of an issue like an outage. The message appears in the message history and every party involved in the conversation can see it.

To include a welcome message, add the Send Message notation to a messaging flow. You can add the following to the notation:

• Message – The message that you want the customer to see.
• From – Who the message is from. This can be, for example, your company's name or something like Customer Help Line.

You can also include variables in the Message field. This variable could be, for example, the customer's name. You surround the variable with double curly braces ({{ and }}) as in this example:

Hello {{interaction/interaction.customer-metadata.first-name}}. We're connecting you to an agent now.

The variable in the example above gets the customer's first name and displays it in the message.

 

Contacts are Marked as Complete When a Campaign Stops

We identified an issue where, in some cases, contacts that are queued for the campaign to dial next are marked as Complete if the campaign dialer is stopped. In those cases, the contacts aren't dialed when the campaign restarts because they were considered complete. Updates have been made so that queued contacts aren't marked as Complete when the campaign dialer is stopped.

Outbound Campaigns - Push Preview

You can now create, configure, and run outbound dialing campaigns in CxEngage. With campaigns, you can upload a list of contacts, configure when the campaign will run, and which flow it uses. This initial release of outbound campaigns supports a push preview dialing mode. With push preview, agents receive a new work offer and have a period of time to preview the work before dialing the customer. At the end of the interaction, agents select a disposition which maps to an action specified in the campaign settings such as:

• Redial: Redial the contact according to the redial rules. For example, if the contact didn't answer.
• Add to Do Not Contact List: Add the contact to a Do Not Contact list so they aren't contacted for any campaign that uses this list
• Success: The outbound call was successful and the contact answered

We've also added several statistics to track the progress and success of your campaigns including:

Campaign Records Campaign Records Completed Campaign Records Attempted Campaign Records Retried

Campaign Records Awaiting Retry Campaign Records Completed Successfully Records Completed Unsuccessfully Do Not Contact

Outbound Campaigns - Push Preview is being released with the following known issues:

• Creating multiple campaigns with the same name is currently permitted. As a best practice, enter a different name for each campaign.
• Creating multiple Do Not Contact lists with the same name is currently permitted. As a best practice, enter a different name for each Do Not Contact List.
• The current day can't be selected as an expiration date or an exception date.
• Campaign contact lists or Do Not Contact Lists that contain more than 7000 contacts can't be downloaded.

Do Not Contact Lists

Use Do Not Contact lists to specify any contacts in your campaign that can't be dialed. Upload the list in a CSV file and specify an expiration date for the entire list or for individual contacts.

Historical Reporting

There are new standard reports for reporting on your campaigns:

• Campaign Summary Report, which summarizes each campaign with the statistics for all of the interactions handled
• Details by Campaign Report, which lists each agent by the campaign that they've worked with

Realtime Reporting

We've added an Outbound Campaign dashboard for realtime performance management of your campaigns. You can filter the dashboard to see the statistics for a specific campaign or choose to view the total statistics for all of the campaigns that are currently running in your tenant.

Support for Multiple Salesforce Integrations

You can now create multiple Salesforce integrations in CxEngage to support different environment organizations. For example, if you have a Production organization and a Sandbox organization, you can have them both configured in CxEngage. Now, when you go to Configuration > Integrations, you can click Create and select Salesforce. Enter the information for that Salesforce instance and click Submit. Repeat for any additional Salesforce integrations that you want to add, and enable/disable them as needed.

Screen Pop for SMS Interactions

An issue was identified with the Agent Toolbar that resulted in CRM screen pops not appearing for SMS interactions. Updates have been made so that screen pops appear to agents for this type of interaction as with voice calls.

Realtime Reporting Dashboards Displaying an Error Message

An issue was identified that occasionally resulted in realtime reporting dashboards displaying an error message. The issue was caused by resource data being provided to the reporting services in error. Updates have been made to avoid the issue going forward and to have realtime dashboards display as expected.

Multiple Voice Calls Offered on Capacity Rule Type of All

We identified an issue with the All type of capacity rule where an agent currently handling a call would be offered a second call. This has been fixed so that agents can only take one call at a time, regardless of the capacity rule type assigned to them.

New Queue Queries are Blank After Being Saved

An issue was identified where new queue queries that were created in the CxEngage Configuration Console weren't retaining query data after being saved. This caused problems with call routing. We've fixed this issue and new queue queries now retain query data. Note that this issue did not affect queries that were created before the September 14, 2016 release of CxEngage.

Plivo Support

CxEngage now supports Plivo for voice telephony services. The Plivo integration can be enabled and configured in CxEngage using the Auth ID and Token from your Plivo dashboard. Visit our Plivo topic for links to the processes involved in setting up your number.

We do not currently support non-voice interactions with Plivo.

Plivo is being released with the following known issues:  

• Agents may notice a 2 to 3 second delay when receiving a call before they are able to speak to callers. This is being investigated.
• The Pause/Resume Recording function within the Agent Toolbar is not functioning at this time.
• Silent Monitoring is not currently available.
• The Queue Callback feature is not currently available.

Dial Pad Supports Cold Transfer

You can now initiate a cold transfer using the Dial Pad in the Agent Toolbar. With cold transfers, you can transfer a call to another phone number or agent without alerting them in advance. To use the Dial Pad for cold transfers, click the Dial Pad button and then Cold Transfer. You can transfer the call to a phone number that you enter in E.164 format or to an agent that you select from the list.

Force Twilio Region

Within your Twilio configuration in CxEngage, you can now force the region that agents use when making or receiving calls via Twilio. The feature is enabled using the Forced toggle in the Twilio integration details. Agent's can't override the forced region.

Capacity Rule Updates

Updates have been made to capacity rules that provide additional flexibility when determining agent capacity.

Voice Availability

Previously, a voice work offer would automatically fully allocate an agent meaning that no other work offers from any channel could be accepted until the voice call ended. An update has been made so that an agent may receive non-voice work offers while on a call, according to their capacity rule settings.

Capacity Rule Types - Any or All

You can now specify a rule type of Any or All when creating a capacity rule.

• Any: An agent is considered to be fully allocated and will not be offered additional work items if any of the individual capacity rule components are met. This is similar to how capacity rules worked when first released.
• All: An agent is only considered to be fully allocated and will not be offered additional work items when all of the individual capacity rule components are met.

Historical Reporting: Abandon Percentage by Hour is Above 100%

We identified an issue where the Abandon Percentage by Hour widget in historical dashboards sometimes showed a value greater than 100%. An update was made to show the correct abandon percentage.

Queue Callback

You can now configure your call flows to provide callers who are waiting in queue with the option to be called back when an agent is available rather than continue to wait in queue.

Customers who select the call back option will retain their priority and queue position, and can choose to be contacted at the number that they are calling from or an alternate number that they can enter using their telephone keypad. Once their request reaches the top of the queue and an agent is available, a callback work offer is automatically presented to the agent. When the agent accepts the work offer, a call is automatically placed to the number that the customer requested.

CxEngage can currently make one callback attempt per request. If the callback is unanswered by the customer or a voice mail, then the interaction is removed from the queue. The agent's work offer is over and can be dispositioned as an unanswered call.

Detailed instructions on configuring queue callbacks will be available through our Online Help prior to the August 15, 2016 release.

Reporting for Queue Callbacks

Realtime reporting is available for queue callback requests. Data is provided for the following events under the Realtime Dashboards and is segmented by tenant and interaction.

• Number of queue callbacks requested by customers
• Number of queue callbacks that were made and answered
• Number of queue callbacks that were made and unanswered

Agent Capacity in the Agent Toolbar

You can now see the capacity for agents in the Agent Toolbar's transfer menu. User the agent's capacity and presence to identify if they are available to receive the transfer. You can click the Presence or Overall Capacity column headings to sort the list in order to group available agents or queues together. An agent's capacity can be listed as Partially Allocated, Fully Allocated, or Unallocated. Their presence is listed in: 

• Red, if they are online and fully allocated
• Green, if they are online and unallocated
• Orange, if they are online and partially allocated
• Black, if they are not online

For more information, see Viewing Capacity in the Agent Toolbar

Historical Standard Reports

We've added four additional predefined historical reports: 

• Script transcript, which lists the script questions and corresponding responses that the agent entered for each interaction for the given period. Other interaction statistics are also included such as handle time, wrap-up time, and the disposition code selected.
• Reason Code by Agent, which lists each presence reason code that an agent selects for their status and the length of time that they had the reason selected for the given period.
• Disposition Summary, which provides the number of interactions that used a specific disposition code during a given period. For each disposition code, there is a summary of the talk time, conversation time, and handle time statistics.
• Messaging Details Report, which displays messaging interactions for one or more agents for a specific time period for one or more tenants. This report includes the agent that answered the message, the time that the interaction started, the transcript ID, the disposition code, and a number of duration statistics (Time to Answer, Agent Response Time, Customer Response Time, Handle Time, Wrap-up Time, and Agent Conversation Time).

We've also updated existing standard reports to include disposition and queue callback data.

• The disposition name and ID selected in an interaction are now included in the Interaction Detail, Interaction Details by Agent, Messaging Detail, and Script Transcript reports.
• Queue callback statistics (callbacks requested, callbacks answered, callbacks unanswered, and callback wait time) are included in the Interaction Summary by Queue report and Interaction Summary report.

Scripting Data in Historical Reporting

Script names, IDs, questions, question types, and responses can now be included in historical reports and dashboards. Customize your historical reports to include the scripting data that is most important to you and to view trends over time.

The new Script Transcript standard report lists the script questions and the responses collected for each interaction for a given period. See Standard Reports for a complete list of the standard reports available.

Capacity Rule Merging

Updates have been made so that if a user has multiple capacity rules that may apply, CxEngage will merge those rules and select the most restrictive settings for each channel.

For example, Capacity Rule A states that an agent can handle a maximum of three concurrent interactions from any combination of SMS, messaging, and email. Capacity Rule B states that an agent can receive up to four SMS, or up to two emails. If both of these rules could apply to an agent, CxEngage will merge them and apply a rule using the lowest value for all of the channels. In this example, the rule would become a maximum of two items from any combination of SMS, messaging, and email.

Reporting on Users with Default Capacity Rules

An issue was identified with reporting data for users who did not have a capacity rule assigned to their profile and were defaulting to being fully allocated with any interaction. This has been resolved so that all reporting events contain full data, regardless of capacity rule settings.

Agent Selection by Idle Time Instead of Last Work Offer Time

Previously, work offers were given to the agent with the longest time since their last interaction had started. An update has been made so that CxEngage will now look for the agent who has been waiting idle for the longest time, since their last interaction was ended. The idle time count will also not reset if an agent switches between ready and not ready states. This fix ensures that work is distributed considering idle time instead of interaction start times.

Idle Time and New Agents Logging In

If a new agent logged in and became ready while another agent had been waiting idle, the new agent would receive a work offer before the idle agent. This has been updated so that the work offer will first go to the agent who has been waiting idle.

Queue Interruptions

A rare issue was identified that could have potentially resulted in a queue interaction not locating a resource or agent to accept it. This has been corrected, and all queue interactions should locate a resource as expected.

Lost Calls During CxEngage Shutdown

An issue was identified that resulted int he potential for dropped calls during a system upgrade. Updates have been made to avoid this from happening so that any live interactions on the system will continue during CxEngage maintenance.

Messaging Interactions That Should be Terminated

Previously, there may have been Facebook messages that were not disconnected properly resulting in the interaction appearing to be stuck. An update has been made so that flows will check each of these interactions to determine if they are still active and terminate them if not.

Wrap Up and Disposition Codes for Multiple Messages

Previously, if an agent was working with multiple messages and a disposition code or wrap up setting was applied to one message, it appeared to also be assigned to the active messaging interactions that the agent was handling at the time. Now, the disposition code and wrap up settings only show on the messaging interaction that they are specifically applied to, and do not appear if the agent switches to another active messaging interaction.

Opening Menus from the Agent Toolbar

Previously, if the messaging window, statistics menu, and dial pad were all opened in the Agent Toolbar, they stacked on top of each other. In some instances, this cut off some of the menus. An update has been made so that when a menu is opened, any other open menus will automatically close. For example, if you open a dial pad and then open the reporting menu, the dial pad closes.

There is an exception to this fix that applies to the Agent Script feature. If the flow for a particular work offer includes a script, the menus will continue to stack so that the script remains available to the agent below the other menus. This is a temporary solution until a long term one is in place.

Mismatched Flow Tooltips

It was identified that two of the pop up flow object tooltips were mismatched. This has been corrected, so that the descriptions appear to the appropriate object when hovering over them.

SFDXE Flow Notations Include Users for Salesforce Objects

The Salesforce Data Exchange flow notations that include a Salesforce Object selection have been updated to include the Users object. For example, users can use the SFDXE Fetch notation to retrieve an owner ID extension specified as a Users object so that a call can route directly that case owner.

Issues with Required Input Fields for Reusable Flows

An issue was identified with some flow inputs for reusable flows that included required fields causing difficulties in publishing the flow. Updates have been made to reflect the required data fields and to be able to publish reusable flows as expected.

Using Dispatch Mapping Channel Type

There may be some instances where the channel type of an interaction's details don't match the channel type specified for the dispatch mapping that it was received on. CxEngage will use the channel type of the dispatch mapping to identify the type of interaction this is such as voice, SMS, messaging, or email.

Delay in Viewing New Tenants

Some users may have experienced a delay in being able to view newly created sub tenants, or tenants that they were just invited to. UPdates have been made so that there is no longer a delay in viewing all of the tenants that you have access to.

Extracting E.164 Phone Numbers from SIP Addresses for Twilio

Updates have been made to the Twilio integration in CxEngage to extract telephone numbers to and from SIP addresses in E.164 format.

Resource Hold Time and Internal Conference Time Data in Historical Reporting

An issue was identified where data for Resource Hold Time and Internal Conference Time were not being retrieved in historical reporting. Updates have been made so that the data is being stored properly and you can retrieve these statistics from historical reporting as expected.

Busy Count Not Updating When an Agent is no Longer in Busy State

A rare issue was identified where realtime reporting could potentially show a Busy count for an agent that was no longer in the Busy state. Updates have been made so that when an agent is no longer in a Busy state, the Busy statistic updates to consistently reflect this change.

 

Few Seconds Delay When Accepting PSTN Calls

An issue was identified where a resource accepting a PSTN call would have a one to two second delay before being able to speak to the caller. This has been corrected, and the PSTN acceptance time should no longer see a delay.

Agents Unable to Retrieve Cold Transfers from Hold

An issue was identified with agents receiving cold transferred callers who are on hold. In some instances, the receiving agent was unable to take the caller off of hold and unable to speak to them. This has been corrected so that agents receiving cold transfers can take those callers off of hold to begin their conversation.

Permissions Added to Supervisor and Administrator Roles

The default Supervisor and Administrator roles have been updated to include new permissions to manage messaging users.

If you are using a custom role and are using the messaging channel in your tenant, you can update your role(s) to include these new permissions as needed. If you are not using messaging, no action is required.

• MESSAGING_USER_CONFIG_READ: Users are able to read the presence state of any person on the tenant
• MESSAGING_USER_STATE_UPDATE: Users are able to update the presence state of any person on the tenant
• MESSAGING_USERS_CREATE: Users are able to create participants in the tenant for messaging channels
• MESSAGING_USERS_DELETE: Users are able to delete the participants for messaging channels in the tenant
• MESSAGING_USERS_READ: Users are able to list all of the participants for messaging channels in the tenant
• MESSAGING_USERS_UPDATE: Users are able to update the participants for messaging channels in the tenant

Queries Not Respecting Timezones

An issue was identified where incorrect time zones being sent in some realtime queries resulted in inaccurate realtime reporting statistic results. This has been corrected, and realtime reports should represent the data for the appropriate time and timezone.

Updated Toolbar Initialization

Updates have been made to the toolbar initialization process that result in a faster load time for the Agent Toolbar.

Toolbar Statistics Saved by User/Tenant/Browser

The Agent Toolbar has been updated to save an agent's displayed reporting statistics selection with the agent, browser, and tenant settings. This helps to ensure that only relevant stats are displayed to agents for that session, particularly for agents belonging to multiple tenants. For example, if an agent has tenant related stats displayed but then changes the tenant that they're logged in to, those previous tenant related stats should no longer be displayed.

Improvements to Transfer Scroll Bar for Toolbar in Salesforce

Previously, a Salesforce user who wanted to complete a warm transfer using the Agent Toolbar was unable to view the horizontal scroll bar in the transfer list until reaching the bottom of the list. Updates have been made to the Toolbar so that both the vertical and horizontal scroll bars are available in the transfer window.

Toolbar Display with Multiple Panels Open

Previously, multiple panels opened from the Agent Toolbar such as the messaging window, dial pad, reporting statistic selection, and transfer menu would stack below each other, causing a potentially unpleasant user experience. Updates have been made to avoid this by having panels close automatically when another active one is selected. For example, an agent who has the dial pad open and selects the transfer window should now only see the transfer window and not the dial pad.

First Non Voice (SMS/Email/Facebook Message) Work Offer Display

The first non voice work offer (SMS, Facebook message, email) that an agent received through the Agent Toolbar would not automatically open the work offer window until the work was accepted or rejected. Subsequent non voice work offers would automatically open the window. Updates have been made to improve the user experience sot hat the window automatically opens at each non voice work offer, including the first one.

SMS Text Box Display

SMS conversations in the Agent Toolbar were not automatically clearing out sent messages from the text entry box or scrolling to display the most recent message. This has been fixed so that sent SMS messages are cleared from the text entry and conversations display the most recent message. Users can scroll up to view previous messages in the interaction if necessary.

SMS Message Showing on Facebook Message Entry

Users switching between an SMS interaction to an active Facebook message interaction were finding that the SMS message last sent was displayed in the Facebook message text box. This has been corrected and the message text box is cleared when switching channels.

Unsent Messages Not Clearing when Switching Between Facebook and SMS

An issue was identified with agents handling more than one conversation from the SMS and Facebook messaging channels and switching between active conversations in the Agent Toolbar. Unsent text for one thread would remain in the text field when changing to the other active thread, instead of clearing out. This has been resolved, and unsent text is clearing out as expected when changing active conversations.

Disposition List IDs Being Returned in Toolbar Reporting

Previously, the Agent Toolbar would report on the disposition code selected by an agent but not on the disposition list that the code was from. The Toolbar has been updated to now report back on both the specific disposition code that was selected as well as the disposition list that it is included in.

Timestamp and Duration Values Supported for Work Offer Timeout

The timeout value for a work offer notation can now send data in CxEngage using a timestamp or a duration value. This enhancement does not require any action, and is compatible with your current flows.

 

Historical Standard Reports

We have added a number of additional predefined reports. The CxEngage predefined or standard reports answer the most common questions that a user would have about the performance in their contact center. We have provided a variety of reports returned both detailed and summary performance views in time frames ranging from a few hours to days, weeks, months, or longer. Summary reports aggregate data to provide you with a summary view of the contact center performance, while detail reports display a more in depth view with potentially many records, depending on the data and criteria supplied.

The standard reports are a historical reporting tool that: 

• Include filters that enable users to narrow their reports to only show data specific to defined criteria.
• Can be exported to PDF or Excel formats for printing.
• Can be scheduled to be sent via email to a defined list of addresses on a daily, weekly, or monthly basis. Scheduled reports can also be sent on demand at any time to the distribution list.

Custom Statistics

You can now create custom statistics that will be available for both realtime and historical reporting. Custom statistics let you control enabling and disabling of individual custom stats, and provide the flexibility to save and edit.

You can create your own expression based customized statistics by allowing the combination of existing statistics, numbers, and any of the following: 

• Standard arithmetic operators: + (addition), - (subtraction), * (multiplication), and / (division)
• Parenthesis: ( (open) and ) (closing)
• Comparison operators: = (equal), < (less than), > (greater than), != (not equal to), <= (less than or equal to), >= (greater than or equal to)
• Conditional statements: WHERE statement

Custom Realtime Monitoring Dashboards

You can now create your own realtime dashboards selecting from any of the available standard or custom statistics available. Custom realtime dashboards let you create and lay out your own dashboards.

Here are some of the features that are included with customized realtime dashboards.  

• You can click to add standard stats as well as your own custom statistics. All of the widgets that are available in our standard realtime monitoring dashboards are available for use in your own custom dashboards. Statistics can be grouped together to support the same queue or resource filter.
• Widgets can be edited, reconfigured, and re-sized. You can also make adjustments to their layout.
• You can easily share read-only customized realtime reports and dashboards with other users across the tenant.

Custom Historical Reports and Dashboards

You can now create your own historical reports and dashboards by pulling from any of the available standard or custom report statistics. There is a vast array of visualization and customization options available to help you create the perfect dashboard.

• You can click to add standard stats and your own custom created stats. All of the widgets that are available in our standard historical dashboards are available to use in your own custom reports and dashboards.
• Filters can be created that enable end users to easily segment information and focus on the desired specific data.
• You can easily share read-only customized historical reports and dashboards with other users across the tenant.
• Dashboards can be created and edited at any time. You can keep reports and dashboards for your own private use, or keep them private until they are ready for shared viewing.
• Historical reports and dashboards support a variety of widget types including metric, table, timeline, bar, and pie.
• You can do everything with a custom report that you can with the historical reports and dashboards including exporting to Excel and PDF, using end-user defined colors, and end-user control over widget visualization.

Hierarchical Historical Reports - In Region

Historical reports and dashboards now bring together data from across all of your tenants and channels, to enable inclusive reporting for your parent and child tenants. Tenant filtering provides the power and flexibility to segment data from across all of your tenants and/or any combination of specific child tenants.

Salesforce Classic/Sales Cloud Support

Salesforce users are now able to work with one or multiple Salesforce Sales browser windows or tabs with one master popup Agent Toolbar.

Zendesk Toolbar Support

The toolbar is now fully supported on Zendesk as an integrated CRM for voice, SMS, and messaging channels. We have instructions available to help you install the Zendesk package and access the Agent Toolbar.

Facebook Messaging

You can now configure Facebook Messenger to integrate with CxEngage, allowing agents to respond to Facebook Messaging requests directly from a common messaging interface in the Agent Toolbar. Detailed instructions to complete this are available here.

Agent Scripting

Agent scripts can now be created within the Flow Designer using the new Script flow object. Script contains an editor and a design palette to create the script, and captures any responses. The script options include: 

• Text, for agents to read
• Free form entry for agents to type data into
• Drop down selections
• Scale rating selections with user defined limits
• Images
• Check box selections
• Links

Click here for detailed instructions on how to create a script.

Capacity Rules

You can now create and assign capacity rules that control how much work of each type an agent is allowed to take on at one time. You can decide on a per user basis what combination of work from your various channel types would fully allocate that agent. Multiple capacity rules can be created and then assigned individually to meet different agent or queue skill levels. For example, a newer agent may be able to handle fewer concurrent messages than a more experienced agent and would have different capacity rules.

Voice calls are coded to assume full capacity at all times, meaning that an agent can only receive one call at a time and that no other work offers will be sent while on a call.

Click here for more details on capacity rules. We also have instructions on creating a capacity rule and assigning a rule to a user.

Dynamic Media

You can now have a dynamic media played for flow specific interactions. These can be inserted directly into the flow and are not stored as separate files within CxEngage. The dynamic Text-to-Speech (TTS) media supports variables within the text string that are replaced in real time with their applicable values. For example, you may have variable for {{digits}} attached to a Collect Digit action, and a text string that reads "You have pressed {{digits}}". If {{digits}} is associated to a Collect Digits action where the caller pressed 3, then at run time the result would be a message of "You have pressed 3." Instructions on using and configuring the object are available in the Media section of the Flow Designer Reference.

Flow Inputs, Outputs, and Defaults

There are standard inputs, outputs, and default settings that can be applied to any flow. To access the new settings, click on the gear icon () in the upper right corner of the designer palette. Complete the fields in the Flow Defaults, Flow Inputs, and Flow Outputs tabs as needed.

Using Statistics in Flow

A new Realtime Stats flow notation allows for a flow to pull a real time statistic to help optimize routing decisions or provide contextual information. To use the notation:

• Select the type of statistic that you want to retrieve from Tenant, Queue, Resource, or Interaction
• Enter the name of the stat(s)
• Enter the ID of the User (for Resource), Queue, or Interaction depending on the selected Type and remove any data from the fields that do not apply
• Enter a binding variable to associate the stat result to, that will be referenced later in the flow

Configuration instructions for the notation are available in the Data Exchange section of the Flow Designer Reference.

Export and Print Flow Diagrams

Users can now choose to export their flow diagrams in PNG or JPG format, or print their flow diagram. To access these features, click on the export icon () located next to the Publish button on the designer palette and select Export to PNG, Export to JPG, or Print. The instructions are also available here.

Enhanced Presence Reasons and Reason Lists

Users can now manage multiple presence reasons and reason lists on a tenant. These features are available in the User Management menu of the UI. Users can create multi-level reason lists and assign specific lists to different users.

In order to use this feature and have your new presence reasons enabled for agents and reporting, you need to: 

1. Create your presence reasons.
2. Create your presence reason list.
3. Assign the new presence reason list(s) to the applicable users.

We have detailed instructions available to help you create presence reasons, create reason lists, and assign reason lists to users.

Enhanced Dispositions and Disposition Lists

Users can now manage multiple disposition codes and disposition lists on a tenant. These features are available in the Flows menu of the UI. Users can create multi-level disposition lists and contextually select which disposition to send with a work offer.

In order to use this feature and have your new disposition codes enabled for agents and reporting, you need to: 

1. Create your disposition codes.
2. Create your disposition list.
3. Update any of your existing flows to have your new disposition list assigned to the Flow Defaults and any applicable flow objects.
   • Any of the Work Offer notations
   • Resource Flow
   • Click to Dial
   • Platform Defaults
   • Transfer

We have detailed instructions available to help you create disposition codes and disposition lists.

Dispatch Mappings for New Channel Types

Dispatch Mappings can now be created through the API and UI for the following channels: 

• Voice
• SMS
• Email
• Messaging
• Work Item
• Any

Integration Enhancements

Users are able to setup Salesforce and Facebook using the UI, which was previously only available through the API.

Updates to SMS Work Offers and Phone Number Search in Multiple Formats

Previously, any phone number needed to be in E.164 format in order to be recognized by CxEngage. The SMS work offer can now search for a customer telephone number within a CRM and present it using multiple formats including national and international formats. This information is available with the SMS Work Offer notation details under the Resource Control section of the Flow Designer Reference.

Business Hours

There was an issue with business hour rules being offset by one day, which has been corrected.

Agent in Ready State in Toolbar after Rejecting Work Offer

In some instances, an agent's state would incorrectly appear to be Ready in the Toolbar after rejecting a work offer. This has been corrected so that an agent correctly appears as Not Ready after rejecting an offer.

Agent in Not Ready State in Toolbar after Ending Call

There were some instances where an agent's state would incorrectly appear as Not Ready in the Toolbar after ending a call. This has been corrected so that an agent appears Ready after a call, as designed in the call flow.

Agent Toolbar Issues with SMS Work Offers

An issue was identified where SMS work offers were being sent to an agent, but not displayed in the Toolbar until the work offer expired and the agent placed into Not Ready at which point the SMS could no longer be worked. This has been corrected and all SMS work offers should be presented as expected in the Toolbar.

Agent Toolbar and Muting PSTN or SIP Extensions

The Mute option on the Agent Toolbar is a soft mute that currently only works with WebRTC extensions. An update has been made to hide the mute option for agents using PSTN or SIP extensions. PSTN or SIP users who wish to mute their calls may do so using their hard phone settings, if applicable .

Unsaved Salesforce Case Notes after Expired Wrap Time

An auto refresh setting was causing Salesforce case notes to be lost if the agent's wrap up time expired before the details were saved. This has been updated, and agents can continue typing case notes after their wrap time has expired.

Salesforce Classic and Click to Dial

There was an issue with some click to dial calls attempted from the Salesforce Classic platform resulting in no action. The issue has been resolved, and calls can be made as expected by clicking on a contact link within Salesforce Classic.

Salesforce Saving Call Data

An issue was identified with inbound and outbound calls made in the Salesforce platform not saving the call data in Activity History. This has been resolved, and call data is being saved as expected.

Salesforce and Dial Pad

Accessing the Dial Pad from the Agent Toolbar within Salesforce required scrolling to view and use Dial Pad. Updates have been made to improve the user experience by expanding the Toolbar when the Dial Pad is accessed, providing more visibility.

Click to Dial Opening New Contact in Salesforce

When using Click to Dial from a customer record in Salesforce, a new customer contact tab would open when the call was made. This has been corrected to avoid the duplicate contact tab from appearing.

Multiple Salesforce Sessions Automatically Logging In

Users logged into the Agent Toolbar within Salesforce who opened subsequent Salesforce tabs were automatically logging in to the Toolbar on the new sessions. Updates have been made so that users are not automatically logged in. If a user chooses to log in to one of the subsequent sessions instead, they can manually open the Toolbar in that tab and make it their active session.

Dial Pad Availability with PSTN Agents

The Dial Pad used for outbound calls from the Agent Toolbar was not available for agents logged in with a PSTN extension. This has been corrected, so that PSTN agents can use the Toolbar Dial Pad for outbound calls and work exclusively from CxEngage.

Dial Pad and Not Ready

If an agent went to Not Ready while their Dial Pad was open, the Dial Pad button would disable leaving no way to remove the Dial Pad. An update has been made so that the Dial Pad automatically hides when an agent goes to a Not Ready state.

Dial Pad and Transferring to Multiple Numbers

An agent who completes a warm transfer with a customer and another agent has been unable to transfer that interaction again to another number using the Dial Pad. The Transfer button became disabled following the first transfer. The Toolbar and Dial Pad have been updated to support more than one transfer per interaction.

Auto Wrap-Up Flow Notation

Updates were made to the Auto Wrap-Up flow default notation to throw a wrap-up start signal in order to correct wrap up time calculations.

Collect Digits Flow Notation and "End On" with None

An issue was identified with the Collect Digits flow notation with the flow not saving with an End On parameter value of None. Users were forced to select the # or * options in order to publish the flow. This has been corrected, and the Collect Digit notation can now proceed with the None value.

Transfer and Platform Defaults Flow Notations and Disposition Lists

Previously, the Transfer and Platform Defaults notations required a Disposition List selection in order to save. Updates have been made to make this an optional field for these notations.

 

Agent Toolbar Dial Pad

Agents using the Agent Toolbar can now initiate a call or transfer a customer to a telephone number by using a Dial Pad embedded within the toolbar. The Dial Pad can also be used to send dual tone multi frequency (DTMF) digits while on a voice call to make IVR selections.

Here's a summary of the CxEngage features that were released on May 26, 2016: 

Check Resource Availability

We've added a new flow object that lets you to check a specific queue for the number of resources currently available for work before putting the interaction into that queue. You specify the queue and then the notation returns the number of available resources. The notation uses the first queue query to determine the number of available resources and does not factor in escalation queries.

Recovering a Forgotten Password

You can now reset your own password from the CxEngage login page by clicking on the Forgot Password link.

If you're an administrator, you can send password reset emails to:

• Individual users from their User Detail page or panel in the Configuration UI.
• Multiple users at the same time through a bulk action to on the User Management page to Reset Password.

Additional information for this function is available under Resetting Passwords.

Silent Monitoring

Supervisors and Administrators can listen to active calls between agents and customers by clicking Monitor Call on the realtime interaction dashboard. When you begin monitoring, you are muted so that the agent and customer aren't alerted that you are listening.

Standard Reports

We've added the following standard reports to CxEngage:

• Interaction Detail Report, which displays the interaction details for all of the interactions for a given period.
• Interaction Summary Report, which provides a summary of all of the interactions for a given period.
• Interaction Details by Agent Report, which displays the interaction details per agent for a given period.
• Interaction Summary by Agents Report, which provides summary information for the agents that were part of all of the interactions for a given period.
• Agent Status Detail Report, which displays how much time agents spent in each status, per one hour intervals, for a given period.
• Agent Status Summary Report, which summarizes how much time agents spent in each status while signed into the platform for a given period.
• Interaction Summary by Flow Report, which provides a summary of all the interactions received by each call flow for a given period.
• Interaction Summary by Queue Report, which provides interaction summary information per queue for a given period.

Data Exchange to Third Party REST APIs

We've added a new flow object, called REST Request: Generic, which lets you make GET, POST, PUT, and DELETE request to third party REST APIs that support requests and responses in JSON format. The notation supports headers, query parameters, and body templates.

Enhanced Statistics in the Agent Toolbar

The statistics that display in the Agent Toolbar now contain more detail. Agents can now see:

• Agent specific statistics - Statistics that are specific to the agent who is currently logged into the Toolbar.
• Queue statistics - An agent can select a specific queue and the statistics that they want to see for that queue.
• Tenant statistics - Displays statistics for the tenant that the agent is working on.

Enhanced Flow Expressions

You can now add math, string, date time, and sorting operations to the parameters and bindings of a flow object. These operations allow you to better manipulate data in a flow expression.