Release Notes

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

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Latest Releases:

Region Date and Time

Europe

December 12, 2018 19:00 UTC - 22:00 UTC (3 hours)

North America

December 13, 2018 09:00 UTC - 12:00 UTC (3 hours)

Exporting/Importing a Flow Between Tenants

You can now export a flow from one tenant and import it into another tenant. This feature saves you time by removing the need to create and design the same flow on more than one tenant and can be used regardless of your tenant’s environment.

Importing an exported flow provides you with the flow’s design structure and definition, including placeholders for each of the configured inputs and entities. It does not provide you with the actual entity (such as, a media prompt) but does include the universal unique identifier (UUID) for it. If that UUID exists on the importing tenant, as may be the case with child tenants inheriting objects, then the entity is added to the flow. If that UUID doesn’t exist on the importing tenant, then you can create it and update the flow accordingly.

For example, you can export a flow from a parent tenant that includes media prompts, a Sales queue, a reusable flow, and shared Sales disposition and reason lists.

  • If you’re importing to a child tenant then the shared items (reusable flow, and Sales disposition and reason lists) are in the imported flow but you still need to select or configure different options for the media prompts and queue.
  • If you’re importing to an unrelated tenant who wouldn’t inherit any items, then you need to select or configure different options for all those input values.
  If you are exporting a flow that invokes a reusable flow, such as one that uses Queue With Flow, export/import the reusable flow(s) first so that they are available on the importing tenant when importing the main flow.
  A flow that includes the Script notation cannot be exported or imported.

The flow designer palette has been updated to include two new icons.

  • Export: Available in either view or edit mode, Export extracts the definition of the flow to a file saved to your computer which can later be imported to any tenant. The file includes the names of all included entities (media, queues, lists, etc.) as well as the name and ID of the tenant(s) that created them.
  • Import: Available only in edit mode, Import allows you to browse your computer and select the file that contains the new flow’s definition. Flow validates the file and presents messaging for the missing entities that need to be fixed manually.

Access Controlled Reports

We're pleased to announce the availability of Access Controlled Reports and a new corresponding Access Controlled Supervisor role. With this feature, you can choose which reports and dashboards you want to explicitly share with users. Sharing specific reports and dashboards with users who have the new Access Controlled Supervisor role or a custom role with the ASSIGNED_REPORTS_READ permission ensures that they can only view those reports and dashboards. They won't be able to access any other reports or dashboards in the tenant. For example, if your tenant consists of multiple brands that share the same group of agents, you can use access controlled reports to ensure that the supervisors can only see their own brand's data.

With Access Controlled Reports, you can:

  • Grant access to individual standard and custom realtime dashboards
  • Grant access to public collections of historical standard and custom reports

We've also added a Lock to Queue feature in custom realtime dashboards so that you can specify which queues can be selected in source switcher widgets. When that source switcher is connected to statistic or table widgets with queue data, users can only select from the pre-defined list of queues.

  Known Issue: Existing users who have their own existing private collections in historical reporting (including the default My Reports collection) will continue to have access to view the reports and dashboards in these collections even after being switched to the new Access Controlled Supervisor role but would be unable to create any new reports going forward unless granted permissions to do so.

Roles and Permissions for Access Controlled Reports

We've added a new role called Access Controlled Supervisor. Users with this role can access their user profile and any reports or dashboards that are explicitly shared with them. Additionally, we're introducing two new permissions, which are available to add to custom roles:

  • ASSIGNED_REPORTS_READ: Users belonging to a role with this permission can view reports and dashboards that are explicitly shared with them using access controlled reports. We've added this permission to the default Administrator and Access Controlled Supervisor roles.
  • ASSIGN_REPORTS: Users belonging to a role with this permission can add users to access controlled reports to begin sharing the reports or dashboards with them or remove users from access controlled reports to stop sharing the reports or dashboards with them. We've added this permission to the default Administrator role.

Estimated Wait Time

We are pleased to announce the availability of the Estimated Wait Time. Estimated Wait Time is the estimated length of time that an interaction will wait in the queue until it is accepted by an agent. The calculation is based on how long the interaction has been waiting in the queue and the average time to answer for the last 15 minutes. After the wait time is calculated, the value is rounded up to the minute. For example, if the calculation returns 25 seconds, the Estimated Wait Time is one minute. You can retrieve an interaction’s Estimated Wait Time using the Realtime Stats flow notation and play the value back to the customer.

The value returned by Estimated Wait Time is the current expected wait time. For example, your flow asks for the Estimated Wait Time shortly after putting the interaction on a queue and you get a value of 10 minutes. If you then ask for the value again after 4 minutes, you will likely get a response back saying the updated Estimated Wait Time is 6 minutes. It is possible that due to updated information that is made available over the last 4 minutes that the new Estimated Wait Time has increased or decreased. For example, it could return 5 minutes or 8 minutes as well.

Using the REST API, you can retrieve the following related statistics:

  • Current Time in Queue
  • Estimated Wait Time
  • Average Moving Time to Answer
  • Current Position in Queue

Please note, before making a query for Estimated Wait Time or Position in Queue an interaction must first be added to the queue. We recommend waiting a couple of seconds after putting an interaction on a queue before querying for Estimated Waiting Time or Position in Queue to ensure the data is available in reporting. If you get a null response back for the Estimated Waiting Time or Position in Queue, you may need to wait a another second for the data to become available. Currently you cannot query the wait time for a queue without putting the interaction on a queue. We plan to add the ability to check for the estimated waiting time before putting the interaction on the queue in a future release.

Deleting Artifacts and Artifact File in CxEngage REST API

We are pleased to announce that tenant administrators can now delete artifacts and artifact files from an interaction by using the following REST API requests

  • DELETE https://api.cxengage.net/v1/tenants/{tenantId}/artifacts/<artifactId>

  • DELETE https://api.cxengage.net/v1/tenants/{tenantId}/artifacts/<artifactId>/files/<artifactFileId>

CxRecord Playback URL

We've updated CxQM so that users can create a playback URL for a CxRecord recording and email it to another user for their playback purposes.

Update: Enqueue Times for Transferred Interactions

Updates have been made that allow you to configure how enqueuement times for transferred interactions are measured. A new Flow Default setting called Transfer Reset Enqueue Time is available for you to indicate if the enqueuement time for a transferred interaction is based on its original queue entry or the queue that it is being transferred to.

  • Disabled: If the toggle is disabled, enqueue time is measured with the original queue entry time, as it was prior to this update. This overrides any queue escalation settings on the queue being transferred to. The toggle is disabled by default.
  • Enabled: If the toggle is enabled, the enqueue time is reset when an interaction is transferred to a new queue.

Update: Hyperlinks in Emails in Skylight

We made an update to Skylight so that when you click a hyperlink in an email body, the link opens in a new tab.

Update: Error Messaging When Skylight Session is Offline

We improved the error messaging that is displayed after a Skylight session goes offline due to the Internet connection dropping. Previously, the error message said Error! The connection to MQTT has been lost, which sounded more serious than the error was. We updated Skylight to display You are now offline until your Internet reconnects if the reconnect occurs before the session times out at 60 seconds.

Note: Depending on which web browser you use, the MQTT error message might display for a brief period (1-7 seconds) before being replaced with the new error message.

Fix: Duplicate Invitation Emails

We resolved an issue that occurred when creating users in the CxEngage REST API. If the user already had a profile with an invitation status of "accepted", they might have received an invitation email. In this scenario, the invitation email was not required.

Fix: Potential Intermittent SSO Login Failure

We resolved a minor issue with a CxEngage service that may have resulted in intermittent SSO login failures.

Fix: Facebook Integration Error

An issue was identified with Facebook integration listeners and the Facebook API where the listener was unable to connect to Facebook. This has been resolved so that Facebook integrations can connect as expected.

Fix: Sharing an Edited Disposition List

We resolved an issue that occurred in the CxEngage configuration interface when administrators attempted to share a disposition list that contained dispositions that weren’t already shared. The proper error messaging was not provided; therefore, the administrator didn’t have a clear indication of the issue. Also, the administrator had to refresh the page to continue working on the disposition list.

Fix: Managing Items on Disposition and Presence Reason Lists

We resolved the following issues that occurred when creating a Disposition or Presence Reason list:

  • When users deleted an item, the drop-down menu for new list items was blank.
  • When users added a category and then clicked Submit before adding items to the category, the category header was automatically removed from the list. Users were then unable to make any further changes to the list. For example, users were unable to delete or add items.

Fix: Pre-Call Media in Register Callback Flow Notation

An issue was identified in the Register Callback notation when Precallback Media used a Text-to-Speech (TTS) media prompt for the playback experience. In this scenario, the TTS media wasn't played to the agent and the callback attempt wouldn’t connect to the agent. Updates have been made so that TTS media behaves as expected in this scenario.

This issue was specific to TTS media prompts. If a media file was selected or a playback experience with a media flow, the Register Callback behaved as designed.

Fix: Updating Source Switchers on Custom Realtime Dashboards

We identified an issue that occurred when updating a source switcher's configuration on a custom realtime dashboard. After making changes and clicking Update, an error message was presented stating "The title of a source switcher must be unique" even though there wasn't another source switcher with the same name. As a result, the changes weren't saved. This issue has been resolved so that updates to source switchers are successfully saved.

Fix: Realtime Dashboards with Tables Moving on a Loop

We identified an issue where realtime dashboards that contained a table moved back and forth on a loop. This issue has been resolved.

Fix: Filtering the Agent Column in the Agent State Table and Agent Details Table

We identified an issue where the Agent column in the Agent State table and Agent Details table didn't show a filter. We've resolved the issue so that the filter shows in the column headers. Now, you can select one or more agents to show in the table.

Fix: Users Without Required Permissions Can Access Statistics Management

We identified an issue where users with a role that didn't include the required permissions (either CUSTOM_STATS_READ or CUSTOM_STATS_UPDATE) could see Statistics in the Configuration menu and view the Statistics Management page. We resolved the issue so that Statistics is no longer listed in the Configuration menu for users without the required permissions. As a result, these users can no longer view the Statistics Management page.

Fix: Enabling or Disabling SLA in Statistic Management

We identified an issue that occurred after changing the SLA status in Statistic Management to either Enabled or Disabled. After changing the status, if you changed any of the service level properties and clicked Submit, SLA changed back to the previous status. We resolved the issue so that the status doesn't change back when you submit updates to the properties.

Fix: Agent Names Don't Show on Messaging Transcripts

Previously, an agent's name didn't appear on messaging transcripts. Instead, "Agent" was listed for messages sent from any agents in the interaction. In scenarios where there was more than one agent involved in an interaction, there wasn't any distinction between the agents. We resolved the issue so that the agent's full name, as it is entered in their user profile, shows in messaging transcripts.

Fix: CxQM Agent Recording Reports with Special Characters in Agent Name

An issue was identified with CxQM enabled tenants who have Agent Names that include apostrophes or special characters. When running an Agent Recording report on an agent with special characters in their name, an error occurred. Updates have been made to allow for apostrophes and special characters in agent names.

Fix: E-Learning Content Error

We identified an issue where a PowerPoint file could not be uploaded and saved as CxEvaluate e-learning content as expected. An update was made that allows for xls, xlsx, doc, docx, ppt and pptx file types for e-learning content.

Fix: Incorrect Results in Evaluation Report in CxEvaluate

An issue was reported with the Evaluation Report from CxEngage. When the report was run, some results may have been incorrect and the selected Categories Headers and Fields failed to appear. Updates have been so that the correct results, based on provided report parameters, are now displayed. Category Headers and Fields disappearing are being fixed in an associated task.

Fix: "This Month" and "Last Month" Dashboard Results in CxEvaluate

An issue was identified with the Quality Evaluation Trends dashboard in CxEvaluate where incorrect data was displayed when This Month or Last Month selections were made. Updates were made to provide the correct monthly data by selection type.

Fix: Logging Out of CxEngage

We resolved an issue where, in certain circumstances, users would log out of the CxEngage configuration interface and then be automatically logged back in. The circumstances were related to activities on the User Management page, such as selecting their own user account. This issue only occurred in the Mozilla Firefox web browser.

Fix: Stuck Interactions Blocking Queued Interactions

An issue was identified where an interaction may have appeared stuck in queue due to multiple enqueuement requests. In this scenario, other queued interactions may have been blocked. This no longer occurs.

Fix: Scripts Received During a Work Offer

We resolved an issue with agent scripts that were received while a work offer was sent to the agent. The script would only be displayed after the work offer was accepted. This has been resolved so that agent scripts can be sent before, during, or after a work offer as designed in the interaction flow.

Fix: Agent Name on the Add Participant List

We resolved an issue that occurred in Skylight when an agent was added as a second participant to an interaction. The active participant list showed the agent that initiated the conference as “Agent” and not by the agent’s name. Now the agent’s name is displayed on the participant list.

Fix: Transfer Menu in Skylight Products

We resolved a display issue with the Transfer menu in Skylight. If the Skylight window was minimized, the Transfer menu height didn't automatically scale with the Skylight window height. This scaling issues caused the dial pad at the bottom of the Transfer menu to be hidden.

Fix: Collapsible Sections on Transfer Menu

We are pleased to announce that we improved the Transfer menu to make it easier for agents to work with long transfer lists. Previously, the transfer list listed all options individually and made it necessary for agents to scroll to locate the agent, queue, or category that you were looking for. Now, the list is organized into sections that you can expand and collapse.

Fix: Extra Digit in Click to Dial from Salesforce

We resolved an issue in Skylight for Salesforce where an extra digit (1) was added at the beginning of a phone number when an agent clicked a phone number that included hyphens.

Fix: Interactions Show Incorrectly as Missing or Meeting SLA

An issue was identified that occurred after updating a tenant’s service level configuration. The previous service level settings continued to be cached and used for calculations for a short period of time following the update. Interactions received during that period of time were calculated using the previous configuration, resulting in some of the interactions incorrectly counting as either missing or meeting their SLA. We resolved the issue so that the updated service level settings take effect immediately after they are saved so that interactions are correctly calculated using the updated configuration.


Previous Releases

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

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