Maintenance items, fixes, and new features for CxEngage and CxQM are released as needed throughout the year. This release note reflects changes to CxEngage and CxQM that were made since the last release.
You can find release notes for recent releases below.
Historical release notes can be found in the Release Notes Archive.
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Important: Following a release, you may need to clear your cache and browsing history for changes to be reflected.
Some updates require a reload of your browser.
In Chrome on Windows, press CTRL + F5.
In Chrome on Mac, press Command + Shift + R.
For best results, after performing a reload, log out of and then log back into CxEngage.
Skylight and CxEngage are optimized for Chrome. Reload instructions may vary for other internet browsers.
Here is a summary of the features and fixes included with the latest release(s).
|CxEngage Release 23.04.19|
|All Regions||April 19, 2023 12:00 - 15:00 UTC|
General Maintenance: OAuth Not working when O365 is set to require approval (CXV1-29468)
When updating or creating an email integration with an O365 account, you can view the permissions that Lifesize requires for the CxEngage Email Integration to work correctly. Click the "By signing in with Microsoft you are approving these permissions" link to see the permissions Lifesize requests.
Select a release date for a summary of the features and fixes included with that release.
|CxEngage Release 23.04.12|
|All Regions||April 12, 2023 12:00 - 15:00 UTC|
General Maintenance: Removing Early Access Features (CXV1-29523 )
A feature that previously allowed users to enable and disable specific features in CxEngage in order to return to a previous application version has been removed. Now, all customers will run the latest version of the application.
General Maintenance: Sliding Columns in Real Time Tables Overlap Data (CXV1-29773)
Ellipses (…) now display at the end of information when there is more data to present than the width of the column allows. To see all of the information, expand the column.
|CxEngage Release 23.03.29|
|All Regions||March 29, 2023 12:00 - 15:00 UTC|
General Maintenance: Enhancements to Reporting
General improvements have been made to Reporting. Enhancements include showing the name of the user who shared a report with you when you mouse over the report name and optimizing joins for the following reports:
Interaction Summary By Flow
Abandoned Channel By Day
Interaction Summary By Contact Point
Note: The User ID is still shown when you mouse over a shared folder.
|CxEngage Release 23.03.18|
|All Regions||March 18, 2023 12:00 - 15:00 UTC|
Update: Exposing Email Information to Flow
An update has been made to allow access to email information in Flow Designer for interactions on the Email Channel. This will allow call flow designers to pull in this data to be used elsewhere in call flows.
This data can be accessed with the following values:
The To addresses for the email interaction.
|(= interaction/interaction.to.0.address "email@example.com")|
|The CC addresses for the email interaction.
Can return multiple values in a map
(= interaction/interaction.cc.0.address "firstname.lastname@example.org")
|interaction/interaction.bcc||The BCC address for the email interaction.||(= interaction/interaction.bcc.address "email@example.com")|
|interaction/interaction.from||The From address for the email interaction.||(= interaction/interaction.from "firstname.lastname@example.org")|
|interaction/interaction.body||The Body of the email interaction.||(= contains? interaction/interaction.body "support")|
Fix: Realtime Dashboards Unable to Adjust Field Size (CXV1-29490)
An issue where column sizes on Realtime Dashboards could not be modified has been fixed.
The fields sizes can now be adjusted in the Realtime and Custom Dashboards.
|CxEngage Release 23.03.04|
|All Regions||March 04, 2023 12:00 - 15:00 UTC|
Update: Adding Maximum Retries Criteria to CSAT Flow
Currently, when the Customer Satisfaction Score is called in the Flow Notation, and the customer fails to enter a value, the flow continues to try and collect the information until the customer disconnects.
This update allows you to specify a maximum number of times to attempt the collection of a value. When the maximum number of retries is met, the Customer Satisfaction notation is bypassed leaving the customer connected.
Update: Global Filter Performance (CXV1-29492)
Standard maintenance to the reporting tools has improved reporting performance.
Fix: Opening a Flow in a New Tab Re-directs to the Log In Screen (CXV1-28725)
When attempting to view a flow in a new tab, the user is redirected to the Login screen. This issue has been fixed so that when you right-click the View Flow button and click Open in new tab, the flow opens in a new tab.
Fix: Interaction Management Table Crashing (CXV1-29476)
An error that intermittently occurred on the Reporting > Interaction Management page has been fixed.
|CxQM Release 23.02.25|
February 25, 2023 12:00 - 15:00 UTC
Fix: CxQM Not Showing All Agents By Default (CXV1-29455)
An issue was found that when you opened an evaluation and searched for agents, not all the expected agents were included in the results. This issue has been fixed. All agents that meet the search criteria are now reflected in the search results.
|CxEngage Release 23.02.11|
|All Regions||February 11, 2023 12:00 - 15:00 UTC|
Fix: Stale Sessions Causing Transfer Errors (CXV1-28530)
An issue where agents with stale sessions could sometimes make transfers unavailable across the tenant has been fixed.
|CxEngage Release 23.02.8|
|All Regions||February 8, 2023 12:00 - 15:00 UTC|
Fix: Improve Reporting Performance for Custom Attributes (CXV1-29007, CXV1-29474)
Users should experience a quicker response when reporting with custom attributes. This includes the following reports:
Interaction Detail by Agent
Interaction Detail by Queue
|CxEngage Release 23.02.4|
|All Regions||February 4, 2023 12:00 - 15:00 UTC|
Fix: Aligning Dashboard and Table Columns Properly (CXV1-29509)
Previously some dashboards and management tables in CxEngage appeared misaligned. Information in the grid did not display directly under the appropriate column header.
This issue was found in, but was not necessarily limited to, the following areas:
Queue Management Tab
Media Management Tab
Custom Realtime Dashboards Tab
Realtime Dashboard > Agent Details Table
Realtime Dashboard > Agent State Table
Realtime Dashboard > Interaction State Table
Realtime Dashboard > Interactions Completed Table
This issue has been corrected and the dashboards and tables now display properly.
|CxEngage Release 23.01.21|
|All Regions||January 21, 2023 12:00 - 15:00 UTC|
Update: Added Wrap-Up Indicator (CXV1-28959)
In Skylight, agents can see if another agent is in wrap up status or if they are available for a transfer call.
Update: Update OAuth Token in Email Integration and Listener (CXV1-28874)
When you use Microsoft OAuth as the protocol for your Email integration and an access or refresh token is updated, the Microsoft Access Token for the CxEngage Email integration and Listener are automatically updated.
Update: Interaction State Added to Realtime Dashboards. (CXV1-28960)
A new table, Interaction State List, has been added to Reporting > Realtime Dashboards and Custom Realtime Dashboards. This list contains both wrap-up and hold time, along with information such as agent, channel, and call state.
Update: Monitoring Digital Channel Interactions (CXV1-28785)
The Interaction Monitoring page found at Reporting > Interaction Monitoring now includes information for digital channels. You can review multiple messaging interactions at one time; this includes interactions such as web chat and Facebook Messenger.
Some things you may notice include the following:
You can filter the Channel column by "messaging."
You can collapse sections on the page, such as Interactions Detail, Active Participants, and Interaction Monitors so interactions can be found easily.
You can click the End Monitoring button to end a monitoring session quickly.
You can view the digital transcript for the interaction.
Note: You cannot monitor digital interactions in real-time. The transcript is updated every 10 seconds for new messages. As well, messaging interactions are read-only.
New interactions display a blinking red indicator rather than the typical down arrow. After you expand the interaction for the first time, the indicator changes to the down arrow.
You do not have access to attachments that are uploaded by the customer or agent.
When you monitor a voice interaction, the Monitor button for all other voice interactions is disabled.
Known Issue: Currently CxEngage errors when multiple agents attempt to view the same interaction at the same time. This is a known issue and is being addressed.
Fix: Properly Display Text in Report Drop-downs and Column Headers (CXV1-28989)
Previously some reports in CxEngage > Reporting showed only part of the text in column headers and drop-down menus. This has been corrected and the information now displays properly.
|CxEngage Release 23.01.14|
|All Regions||January 14, 2023 12:00 - 15:00 UTC|
Update: Allowing Chat Customer to End a Conversation (CXV1-28901)
An End Chat option that allows a chat to be ended from the customer-side has been added to the Chat window. A customer can disconnect from the chat by clicking the end chat button at the bottom of the window. The interaction is terminated and the customer-side chat history is cleared.
Note: In CxEngage, Chat transcripts are available to review in Reporting > Historical Reporting.
Update: Addition of Hold Time to CxEngage
(CXV1-28955), (CXV1-28956), (CXV1-28957), (CXV1-28958)
Hold Time information has been added to CxEngage Reporting. Hold time is the length of time that passes while a customer and agent are in a call and the call is placed on hold by the agent. It displays in HH:MM:SS format.
Hold time information can be found in the Reporting > Realtime Dashboards > Interactions in Conversation Table and Reporting > Interaction Monitoring page.
Note: To see the Hold Time information, you may need to add the column to the grid. To add a column, click the Columns button, check the box for the column you want to add, and then click outside the column list to close the pop-up.
Update: Adding Custom Attribute Columns to Interaction Reports (CXV1-29007)
You can now show your custom attributes as columns of information on interaction reports in CxEngage. Previously, when configuring multiple custom attributes in a flow, all your information was stored in a single column, making it difficult for your analysts to read and filter reports. Now, each custom attribute can be displayed in its own column on the report, by attribute name, with the attribute values shown in the rows below.
When running a report in Reporting > Historical Reporting > Analysis, your custom attributes can display by individual columns in the Interaction Detail by Queue and Interaction Detail by Agent reports.
Note: You can add up to ten custom attribute columns to an interaction report.
To add a custom attribute as a column in an interaction report, follow these steps:
Go to Reporting > Historical Reporting > Analysis.
From the Select Data drop-down menu, select the interaction report with which you want to work, Interaction Detail by Queue or Interaction Detail by Agent.
Below the list of available report information, click the Select Data arrow and choose the appropriate Custom Attributes option from the list that pops up, Interaction Detail by Queue > Custom Attributes and Interaction Detail by Agent > Custom Attributes.
Ten general attributes display. You will map your information to these attributes.
Map your Information to a General Attribute
On the Custom Attributes dialog, associate a general attribute, Attribute 1, Attribute 2, etc., with your existing information.
At the top of the page, click the Set Custom Attributes button.
Check one of the ten attribute boxes, and then click the Select an attribute arrow next to it.
From the list, select your existing custom attribute. Continue to check a box and select an attribute for each column you want shown on the report.
Click Apply to add your customized attributes to the interaction report details.
At the bottom of the page, notice that the Attributes you mapped reflect the name of your information rather than the general attribute name.
Check the box next to each attribute name you want to add to the report as a column.
Click the OK button, and the report displays columns for your existing attributes.
|CxEngage Release 22.12.03|
|All Regions||December 03, 2022 12:00 - 15:00 UTC|
Update: Ability to Add a Location to a User (CXV1-28573, CXV1-28574, CXV1-28978)
An enhancement to CxEngage allows you to add a location to an existing user's profile. Once locations have been assigned, you can filter your users by the Location column on the User Management page.
Adding a Location to a User
To enter a user's location from the User Management > Users page, do the following:
Click on the existing user with which you want to work.
On the information panel, in the Tenant Details section, type in the Location you want to add to the user's profile.
Note: The Location field is a text field. Enter any characters or numbers that you want to assign to the user.
Click the Submit button to save your changes to the user's profile.
Note: Only users with a Supervisor or Administration role can assign a location to a user .
Filtering Users by Location
After adding locations to your users, you can filter them on the User Management page by the assigned location.
Note: You may need to add the Location column to the User Management page. Click the Columns button and check the Locations box in the list that displays. Then, click the Columns button again to hide the list.
On the User Management page, in the Location column search field begin entering the location's match criteria. The list filters to show only users that match your entry.