Release Notes

Here's a summary of the features and fixes included with the latest release(s) to CxEngage.

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Latest Release(s)

CxEngage Release 20.07.03  

All Regions

July 3, 2020 11:00 UTC  

This release was previously scheduled for June 30, 2020.

These release notes have been updated with new information as of June 30, 2020 23:00 UTC.

General Availability: Historical Reporting V2

This item was added to the release notes on June 30, 2020 19:00 UTC.

As previously announced, the upgraded business intelligence platform for Historical Reporting V2 is generally available!

With this release, all tenants will automatically upgrade to the new version without any customer action required.

  • Historical Reporting V1 will be removed from the CxEngage configuration UI, as previously communicated with an End of Life date of June 2020.
  • User documentation for V1 will be removed from our main help page and navigation menus after wards, and replaced with the V2 documentation currently available here.

We have converted your existing V1 reports into their V2 equivalent, which will be immediately available without any loss of data. There is no anticipated action required. If you have any questions following the upgrade, please submit a support ticket and follow up with your Customer Success Manager.

Early Access: Updated Tenant Management and Integration Management Pages

This item was updated as of June 30, 2020 19:00 UTC.

We are pleased to announce that updated versions of the Tenant Management and Integration Management pages are now available for early access. The upgraded pages can be enabled on the Early Access Features page (previously known as the Beta Features page) in the configuration interface.

  The Early Access Features page will be made available again with this release. It was removed in a previous release as it was no longer required for any CxEngage features at that time.

Known Issue: Newly Created Tenants Not Immediately Visible in Tenant List

When creating a tenant, the loading indicator spins indefinitely in the side panel even though the tenant was successfully created. The newly created isn't listed in the tenant selection drop-down menu (top left corner) or on the Tenant Management page. As a workaround, you can refresh the page to see the new tenant listed in the tenant selection menu. Select the tenant from this menu to see it listed on the Tenant Management page. This will be addressed in a future release.

About the Early Access Features Page

CxEngage's Early Access Features page lists available early access features and upgraded pages. From this list, early access is enabled or disabled for the tenant. To use an enabled feature, users must belong to a role with the required permissions for that feature or page.

To access and use the Early Access Features page, you must have either:

  • The default administrator role, or
  • A custom role that contains the TENANT_FEATURES_UPDATE permission

You only see features listed that you have access to (permissions for) in the tenant. For example, if you have access to Tenant Management but not Integration Management, only Tenant Management is listed. If you don't have permission to access any of the features, the list is empty.

To locate the Early Access page, click the gear in the top right corner of the configuration interface and then click Early Access Features.

Fix: Error Inviting Existing Users to Tenants

Previously, when inviting an existing user to a tenant, the Platform Role field showed and an error was presented. We have removed the Platform Role field so existing users can be invited without the error message being presented.

Fix: Disposition Does Not Show In Category

If a disposition list with dispositions in multiple categories was added to a flow, the dispositions showed correctly for interactions in Skylight. However, if another disposition was subsequently added to a category in the list, the disposition showed at the end of the disposition list in Skylight and not in the category. We’ve resolved the issue so that newly added dispositions show in the correct category.

Fix: Dispositions Show In Incorrect Order

If a disposition list had only one category, dispositions sometimes weren’t presented in Skylight in the same order they were configured. This has been resolved.

Fix: Created By Field Empty in Flow Management

If a user published at least one flow version and then the user account was disabled, the Created By field for that flow version was empty in Flow Management. We’ve resolved the issue so that the user’s name shows in the Created By field.

 

CxEngage Release 20.06.23  

All Regions

June 23, 2020  

 

  This release includes updates to Historical Reporting V2 that have a transition period. Existing open sessions may need up to six hours to see the changes take effect.

Update: Renamed Average Speed of Answer Metric in Historical Reporting V2

In a previous release, we introduced the metric Average Speed of Answer, which measures the average queue time of interactions transferred to a second queue that started an active conversation with an agent. In this release, we have renamed the metric to Average Transfer Queue Time.

Update: Script Data Sets Join with Interaction Data Set in Historical Reporting V2

The Script Detail and Script Time Detail data sets can now be joined with the Interaction data set in Analysis.

Update: Default Metrics in Joinable Data Sets in Historical Reporting V2

Previously, when joining data sets in Analysis, the joinable data sets would have metrics selected by default. Now, these joinable data sets no longer have metrics selected by default.

Update: Hook Name and Hook ID Metrics added to the Interaction Data Set in Historical Reporting V2

The Hook Name and Hook ID metrics have been added to the Interaction data set.

Update: Queue Entries Metric Added to Queue Interval Detail Data Set In Historical Reporting V2

The Queue Entries metric is now available in the Queue Interval Detail data set.

Update: Queue Entries Metric Available in Service Level by Queue Data Set in Historical Reporting V2

The Queue Entries metric has been added to the Service Level by Queue data set.

Update: Queue Metrics Added to Interaction Detail Data Set in Historical Reporting V2

The Queue Abandons and Queue Abandoned Time metrics have been added to the Interaction Detail by Queue data set.

Update: Customer Hold Abandons is Now Default Metric in Abandoned Channel by Day Data Set in Historical Reporting V2

The Customer Hold Abandons metric is now selected by default in the Abandoned Channel by Day data set.

Update: Added Metrics to the Interaction Detail Data Set in Historical Reporting V2

We have added the following metrics to the Interaction Detail data set:

  • Attribute Name
  • Attribute Value
  • Interaction Hook ID
  • Hook By
  • Hook Timestamp
  • Attribute Timestamp
  • Custom Attributes
  • Hook Sub Type

Update: Pre-Aggregated Metrics Added to Interaction Summary by Queue Data Set in Historical Reporting V2

The following metrics have been added to the Interaction Summary by Queue data set:

  • Avg Agent Hold Time
  • Avg Initiated Customer Hold Time

Update: Preaggregated Metrics Re-added in Historical Reporting V2

Preaggregated metrics have been now added back to the following data sets:

  • Interaction Summary By Agent
  • Interaction Summary By Queue
  • Performance By Channel
  • Interaction Summary By Contact Point
  • Interaction Summary By Flow
  • Performance By Queue

Update: Metrics Removed from Disposition Summary Data Set in Historical Reporting V2

The following metrics are no longer available in the Disposition Summary data set:

  • IVR Abandons
  • IVR Time
  • Max IVR Time
  • Min IVR Time
  • Avg IVR Time
  • IVR Abandon Time
  • Max IVR Abandon Time
  • Min IVR Abandon Time
  • Avg IVR Abandon Time

Fix: Direction Filter in Interaction Summary by Agent in Historical Reporting V2

Previously, when using the Interaction Summary by Agent data set, the direction filter would not apply to the data table. This has now been resolved.

CxQM Release 20.06.17  

All Regions

June 17, 2020  

Fix: CxQM Email Settings

Previously, the email options (My Email or Web Email) within the CxRecord settings would reset after accessing the CxEvaluate settings and then navigating back to Recordings. This has been resolved so that selected email settings persist after switching pages.

Fix: Saving Evaluations With a Comma in File Name

We identified an issue with saving CxQM evaluations that included a comma (,) in the evaluation’s name. The issue was due to commas being used within coding to identify metadata parameters, resulting in issues separating data when unexpected commas were presented. Updates have been so that commas contained within an evaluation’s name no longer cause an error and the evaluation can be saved.

CxEngage Release 20.06.13  

All Regions

June 13, 2020 11:00 - 17:00 UTC**  

These release notes have been updated with new information as of June 15, 2020 15:30 UTC.

**Access to Realtime Reporting Database

As part of this release, there are updates being made to the realtime reporting database that may result in a momentary delay in accessing reporting for up to two minutes. To minimize user impact, this particular update is happening at approximately 03:00 UTC (June 14, 2020).

Update: General Availability of Historical Reporting V2

We’re excited to announce the general availability of CxEngage's upgraded business intelligence platform as of June 2020. Historical Reporting V2 documentation can be found here.

Since our initial announcement in the 2019 Q3 Feature Release, we have made significant updates to improve user experience and overall functionality.

 

As part of this transition, the End of Life (EOL) date of Historical Reporting V1 availability was extended to June 2020 to provides users additional time to recreate custom reports in Historical Reporting V2. As we transition into V2, we will be removing documentation for V1 from our main help page and navigation menus.

It will still be available by bookmark so if you continue to need access to these V1 pages, please create or update your bookmarks accordingly.

Update: Input and Output Parameters for Imported Reusable Flows

This item was updated as of June 15, 2020 15:30 UTC.

A previous version of these release notes included an update exporting a reusable flow with input and output parameters. This item has been removed and will be rescheduled for a future release.

Update: Pre-Aggregated Metrics Added to Interaction Summary by Queue Data Set in Historical Reporting V2

The following metrics have been added back to the Interaction Summary by Queue Data Set:

  • Avg Queue Abandon Time
  • Avg Queue Time to Answer
  • Avg Agent Talk Time
  • Avg Agent Wrap Up Time
  • Avg Agent Handle Time

Update: Unassigning Contacts From an Interaction in Skylight Desktop

Now, after you assign a new or existing contact to an interaction in Skylight Desktop, you can unassign the contact from the interaction, if needed, by clicking Unassign in the contact management panel.

Fix: Importing Flows with the Assign Interaction Attribute Notation

This item was updated as of June 15, 2020 15:30 UTC.

A previous version of these release notes included an update to importing flows with the Assign Interaction Attribute notation. This has been removed and will be rescheduled for a future release.

Fix: Greyed Out Submit Button for Dispatch Mapping

An issue occurred when creating a dispatch mapping but then clicking Cancel. If, without refreshing the page, you created another dispatch mapping with the required details and selected the same flow as the first dispatch mapping, the Submit button was greyed out and couldn’t be clicked. The button didn’t become active until a flow version was selected from the drop-down menu, even though Use Active Version was selected by default. We resolved the issue so that, in this scenario, Submit can be clicked without selecting another flow version.

Fix: CxQM Segment IDs Missing

An issue was identified with some Segment IDs missing from the CxQM Recordings console list for transferred calls, though they were available in CxEngage reports. We’ve resolved this so that the segment IDs appear as expected in both locations.

Fix: CxQM Segment Recordings Following a Transfer

There was an issue with CxQM recordings for some transferred calls, where the recording for the segment following the transfer was not available in some instances. Updates have been made to resolve this.

Fix: Orientation Box in Schedule Manager in Historical Reporting V2

Previously, the Orientation field box in the Schedule Manager panel did not line up with the other field boxes. This has now been resolved.

Fix: Please Wait Message in Historical Reporting V2

Previously, the “Please Wait” message that should appear indicating your action is being carried out in Historical Reporting V2 was no longer appearing. This has been resolved so the message now appears again.

Fix: Screen Pop for Skylight Fuzzy Searches Automatically Assigns on Partial Matches in Skylight Desktop

An issue occurred when flows used Screen Pop for Skylight with a fuzzy search. Contacts were automatically assigned to the interaction even if a field only matched part of the search term. We’ve resolved the issue so that contacts are automatically assigned only if there is an exact match on the search term.

  Exact matches are not case sensitive.

Fix: Timer Inaccuracy in Skylight

The timer in Skylight sometimes became inaccurate (drifted) when an agent was logged in for an long time. This issue has been resolved.

  This issue did not impact reporting values.

Fix: “Retrieving messages…” For New Agent Initiated Interactions in Skylight Desktop

We resolved the issue of “Retrieving messages…” showing in the interaction management panel for new agent initiated SMS and Facebook interactions when a message hadn’t been sent yet. Now, “New Interaction” shows instead.

Fix: Transfer Button Disappears from the Dial Pad When Reducing the Browser Window’s Height

An issue occurred when attempting to use the dial pad to transfer a call in Skylight when the browser's window height was reduced. If the height was reduced significantly, the Transfer button on the dial pad disappeared. We’ve resolved the issue so that when the window height is reduced, a scroll bar appears and the transfer button can be accessed.

Fix: Transfer Menu Covered By End Interaction Confirmation Message in Skylight

Previously, the confirmation message for ending an interaction partially covered the transfer menu and dial pad in Skylight. This has been resolved so that now, when opened, the transfer menu or dial pad appear on top of the confirmation message.

Fix: Re-sizing the Notes Section Covers Agent Statistics in Skylight

An issue occurred when resizing the Notes section in Skylight Desktop. Depending on the size of the Skylight window, the agent statistics became covered by the Notes section. We’ve made updates so the Notes section can’t be re-sized to the extent that it covers agent statistics.

Fix: Dispositions Listed in the Incorrect Order in Skylight

We resolved the issue of dispositions in Skylight not showing in the same order that they were configured for the disposition list in the configuration interface.

Fix: Customer Remains On Hold After Rejected Cold Transfer

At times, an issue occurred when customers were cold transferred to a specific agent. If the agent rejected the work offer, the customer sometimes remained on hold until they disconnected from the call manually. We’ve resolved the issue so that, in this scenario, the customer is disconnected when the agent rejects the work offer.

Fix: Logging Out During a Work Offer in Skylight

Previously, if an agent in a Ready state tried to log out of Skylight while receiving a work offer, a message was presented prompting them to reload the page. If they clicked Cancel on the message, their session expired. We’ve resolved the issue so that agents in a Ready state can’t log out if they have a pending work offer or a current interaction.

Fix: Ending Wrap Up in Skylight

When Wrap Up and Force Disposition Select were enabled on a flow, an interaction wouldn’t end after a disposition was selected and the wrap up timeout was reached if the interaction side panel was closed. The issue has been resolved so that the interaction ends regardless of whether the interaction side panel is open or closed.

CxQM Release 20.06.10  

All Regions

June 10, 2020  

Fix: An intermittent issue was identified with some users not able to pause recording in CxQM for transferred calls. This has been resolved so that the Pause Recording function works as expected.


Previous Releases

Select a release date for a summary of the features and fixes included with that release.