Fix: Salesforce IDs Being Truncated (CXV1-27930)

When fetching Salesforce IDs through CxEngage, the ID is truncated. This has been corrected and IDs are no longer truncated.

Fix: Queues Not Routing Calls to Agents (CXV1-28348)

In some cases, newly created Queues were unable to route calls to agents. In these cases, the new queues were incorrectly flagged to use an older style query version that is maintained for backward compatibility. This issue has been fixed and calls are routed as expected.

Fix: Abandons Not Showing Properly (CXV1-28222, CXV1-28634)

When using Queue with Flow and the customer disconnected during sequential Play Media or Collect Digits, actions were not registered as Queue Abandons in some cases. This issue has been corrected.

Fix: Unable to Update Capacity Rules (CXV1-28431)

Previously, users with VIEW_ALL_CAPACITY_RULES and MANAGE_ALL_CAPACITY_RULES permissions received a "403: Request forbidden" error when updating the user capacity rules. However, when the user added the MANAGE_TENANT_ENROLLMENT permission to their role in addition to VIEW_ALL_CAPACITY_RULES and MANAGE_ALL_CAPACITY_RULES, the user capacity role was able to be updated.

This issue has been fixed. Now, as expected, users with both VIEW_ALL_CAPACITY_RULES and MANAGE_ALL_CAPACITY_RULES permissions can update capacity rules.

Fix: Customer Abandons Not Counted (CXV1-28634)

An issue was fixed where Queue with Flow failed to count customer abandons when unhandled flow errors were received from the Media Flow. Errors received from Play Media and Collect Digits are now handled as part of Queue with Flow.

Fix: Call Recording Downloaded as .xml (CXV1-28631)

Previously, call recordings were erroneously downloading as a .xml file. This issue has been fixed. Recordings now download correctly as a .mp3 file.

Fix: Test Connect Tool Requiring Password (CXV1-28639)

When users log into Skylight and open the Test Connection tool, they are prompted to enter a password. This has been corrected and users no longer see the password request.

Fix: Accessing CxWFM Displays Playbook (CXV1-28645)

When accessing CxWFM through the CxEngage navigation bar, Playbook opens instead. As well, when choosing to open Playbook, CxWFM opens. This issue has been corrected and both CxWFM and Playbook now open as expected.

Fix: Skills and Queues List in the Order Added (CXV1-28602)

When creating a custom dashboard, the Skills and Queues lists display in the order that they were added to CxEngage, rather than alphabetically. This issue has been fixed. The lists for Skills and Queues now display in alphabetical order.

Fix: Outbound Identifiers Not in Alphabetical Order (CXV1-28350)

The Flow selection on the creation for an Outbound Identifier does not display in alphabetical order. This has been updated and Outbound Identifiers now displayed alphabetically.

Fix: Updates to the Schedule Dialog (CXV1-28620)

Changes that were previously made to the Schedule dialog and then removed have been restored. These changes include:

• The "Time in UTC" label displays for both Start Time and End Time.

• The Minutes option is no longer available in the Schedule drop-down.

Fix: Uploading Images in Author Report (CXV1-19639)

Previously, when adding or changing an image in a report using Author Report, the uploaded image's name and preview did not show. This problem has been fixed. Now, thumbnail images and image names show correctly on the Settings window.

Fix: Adhering to Permissions When Sharing An Analysis (CXV1-23674)

Previously, users with read-only permissions could make changes to an analysis that was shared with them. This issue has been corrected. Now, if users with read-only permissions want to make a change to a shared analysis, the user must make a copy of the analysis and make changes to the saved copy.

Fix: Logi Dashboards Stop Working When Shared (CXV1-23827)

An issue with Logi dashboards failing to work after sharing them with other users has been fixed.

Update: Improving Reporting Application Performance (CXV1-28609)

An upgrade to the reporting engine has improved the overall performance of the reporting application.

Update: Preparing for Microsoft^® Teams Integration with CxEngage

In preparation for future integration between Skylight and Microsoft Teams, you may notice new settings and options in CxEngage and Skylight. The initial release of this feature allows agents to answer voice interactions in MS Teams. Further work is necessary before the full functionality of this feature is released to the general audience. Look for more information in future release notes.

Note: When creating an Integration in CxEngage, MS Teams has been added to the Type drop-down. When selected, properties display that are required for the integration with MS Teams.

Known Issue: Reporting Issue with Shared Reports

When a shared report is opened, the user receives an error that data could not be retrieved. When this error is encountered, the user must click Reload to run the report.

Fix: Allowing Supervisor Role to Download Recordings

The July 27 release only updated the "Administrator" system role to include permission to download recordings. So that supervisors can perform downloads of recordings, the RECORDING_DOWNLOAD permission has been added to the system role "Supervisor". Both of these system roles now have the proper permission to download recordings.

Fix: Headers Not Loading

Previously, in CxQM while attempting to configure a Question Group to show as headers in an Evaluation Form, the user was unable to configure header choices. Category choices were not getting populated and a loading message displayed on the Choose Header Choices window.

This issue has been fixed to ensure that category choices are always populated in the Choose Header Choices window.

Update: New Permission for Downloading Recordings

In preparation for future functionality, the ability for users to download recordings has been separated from the ability to play recordings.

A new permission, RECORDING_DOWNLOAD, allows users to download recordings. If the user does not have a tenant role with this permission assigned, the user will not see the new Download icon on the media player.

The system role "Administrator" which has the MANAGE_ALL_RECORDINGS permission has automatically been updated with permission to download recordings.

Update: Scheduling Analyses

In addition to scheduling a report or dashboard, you can now schedule an analysis in CxEngage. Based on the set schedule, the analysis will be sent in Excel format, to the specified recipients.

To schedule an analysis:

1. Go to Reports > Historical Reporting.

2. On the Home page, find the analysis you want to schedule.

3. Click the Schedule icon.

4. Enter the appropriate information on the Schedule window and click the Done button.

Notes: You are only able to send the analysis in Excel format. Rapid Excel Export is not enabled for scheduling.
Only the data table will be included in the Excel file. Existing charts or graphs will be excluded from the file.

Update: Choosing Filters and Data Before Running Reports

Previously, when you opened a report, it would automatically run and show a table with information for the current filters and data definitions. Now, when you open a report, the information does not immediately load. You have the opportunity to make any changes you need to the report before the data is retrieved, such as adjust the filters that are applied to the report and add or remove data definitions. Once you are ready to run the report, click the Resume button.

Note: Shared reports will still automatically load when opened.

Fix: Blank Table When Running Report

The query used to run the Interaction Report has been improved so that it does not prompt a timeout error. You must refresh the report definition to apply the change to existing reports.

To refresh the report definition:

1. Go to Reporting > Historical Reporting.

2. Open the Interaction report.

3. Click the Data tab and then click the OK button.

Note: You do not need to make changes to the report: open it, go to the Data tab, and click the OK button.

Fix: Auto-refresh Failing on Agent State Monitoring Page

Intermittently, the data on the Agent State Monitoring page would not automatically refresh. This issue has been fixed.

Update: Reviewing Wrap-Up State and Time in Wrap-Up

New columns on the Agent State Monitoring page allow supervisors to see which agent interactions are in the process of being wrapped up and how long an interaction has been in the wrap-up state.

The Wrap-Up State column shows which channels are in the final stages of interaction for an agent. A number below a channel icon represents the number of interactions for that channel that are in the Wrap-Up stage.

The Time in Wrap-Up column indicates the amount of time the agent has been in Wrap-Up for a specific interaction. The duration is displayed in the format of hh:mm:ss. If the agent has more interactions than can be seen in the column, use the scroll bar to scroll across the column to see each interaction and its duration in the wrap-up state.

You may need to add the Wrap-Up State and Time in Wrap-Up columns to your page. Click on the Columns arrow at the top of the page and check the appropriate boxes in the list. The columns show on the Agent State Monitoring page.

Update: Managing Active Interactions

A new feature has been added to CxEngagethat allows administrators to manage active interactions. Specifically, those that are stuck in the queue and have not terminated properly.

To access Interaction Management, the user must have an Adminstrator role or a custom role with the TERMINATE_INTERACTIONS permission enabled in CxEngage.

To terminate an interaction, follow these steps.

1. Go to Reporting > Interaction Management. A list of all contacts in IVR, inQueue, and active interactions displays.

2. Find the interaction you want to terminate.

Note: You can filter the list to easily find a specific interaction.

3. Check the box associated with the interaction you want to remove.

4. Click the End Interaction button. A message displays stating that you will terminate the selected interaction.

5. Click Yes to end the selected interaction.

Note: You can terminate more than one interaction at a time. Check as many interaction boxes as you need and click the End Interaction button.

When interactions are terminated, that interaction is removed from the Interactions in Queue Realtime Dashboard.

Fix: Corrected Known Issues Regarding Multiple Source Switcher Functionality

The following items from the Known Issues list have been corrected.

• Issue when filtering by All skills or All groups. When no filters are selected, all data is returned.

• Elements overlapping.

• The update button is not displayed correctly and cannot be clicked when several elements are in a table.

• When you update the switcher on an existing dashboard, you must recreate the table, or the switcher will not change.

• Existing custom dashboards do not correctly display the checked options in the drop-down.

• Sometimes, when you click on the filter drop-down, it loses focus, and you cannot select the desired item.

• When only "Lock to" is enabled and multiple default is disabled, no options are selected for multiple default, or multiple default is set to "All", the initial display of the dashboard defaults to show only the first filter in the list. When you perform the filter after loading the dashboard, it filters correctly.