Release Notes

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

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What's New: New CxEngage features are released on a quarterly basis as of 2019. In addition to the quarterly feature release, fixes and necessary updates to existing functions will be released and communicated here on a bi-weekly basis, as needed.


Latest Releases:

2019 Q2 (June): June 1, 2019  

All Regions

June 1, 2019 00:00 UTC - 04:00 UTC (4 hours)  

These release notes have been updated with new information as of May 31, 2019 17:15 UTC.

Updates to WFM Queue Interval API

This item was updated with additional details as of May 31, 2019 17:15 UTC.

We've expanded our Workforce Management (WFM) API to include new metrics that provide additional granularity to WFM partners and users of WFM software. This update enables our WFM partners to more accurately account for how CxEngage interactions enter and exit a queue within interval windows. The events occurring in those windows align to WFM metrics like inbound queue call volumes (offered calls) and are used to better predict staffing volumes.

  It is important to keep in mind that queue and interaction count data may not appear to be in sync when looking at realtime reporting data. Interactions may cross intervals, or not be completed yet. For example, an inbound caller requesting a queue callback counts as offered calls but won't count as handled until the callback is completed. If you're looking at realtime data before the callback is completed, you should expect a difference between those counts.

The new statistics added to the WFM Queue Interval API are: 

  • add-participant-canceled-count (addParticipantCanceledCount): The number of times that an agent canceled an Add Participant action before another agent accepted the interaction, within a given interval. It's calculated off the end timestamp of the interaction queue record and reported in the interval window in which the initiating agent canceled the Add Participant request.
    This count increments the count of queue interactions when initiated over the same queue reported in the interval.
  • conversation-time (conversationTime): The length of time, in seconds, between when a conversation starts and ends in an active interaction. This statistic includes Hold time. This metric is calculated off the end timestamp of the interaction queue record and reported in the interval window in which the interaction was handled.
  • queue-callbacks-confirmed-count (queueCallbacksConfirmedCount): The number of times that an interaction is re-queued once a queue callback request is confirmed by the caller, over the same queue or different. For example, when a caller enters the callback number and submits the request, the interaction is re-enqueued back to the queue and counted. It's calculated off the end timestamp of the interaction queue record, and reported in the interval window in which the interaction was re-enqueued.
  • queue-ended-count (queueEndedCount): The number of interactions that ended and were removed from the queue because of the flow's configuration or due to an error that occurred. It's calculated off the end timestamp of the interaction queue record and reported in the interval window in which the interaction ended.
    This count increments the count of queue interactions when initiated over the same queue reported in the interval.
  • queue-timeout-count (queueTimeoutCount): The number of interactions that were removed from the queue because of a queue timeout configured in the flow that received the interaction, within a given interval. It's calculated off the end timestamp of the interaction queue record and reported in the interval window in which the interactions were removed.
    This count increments the count of queue interactions when initiated over the same queue reported in the interval.
  • work-offer-canceled-count (workOfferCancelledCount): The number of work offers where either the flow cancels the work offer or the customer abandons before the agents accepts or rejects the interaction. It's calculated off the work offer end timestamp, and reported in the interval window in which the interaction was canceled.
  • work-rejected-count (workRejectedCount): The number of work offers sent to an agent that were rejected during a given period of time. It's calculated off the work offer end timestamp, and reported in the interval window in which the interaction was rejected.
  • wrap-up-time (wrapUpTime): The amount of time that an agent was logged in and spent in a Wrap-Up state during a given 15 minute interval. It's calculated off the end timestamp of the interaction queue record and reported in the interval window in which the agent wrapped up the interaction.
    Note: This varies from agentWrapupTime, which is calculated and reported individually within an applicable interval window, not totaled at the end of the interval.

Updates to the WFM Queue API documentation to include the new stats and metrics are in progress.

Fix: Answered Call Count in WFM Queue Interval API

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

The previous definition for an answered call in the WFM Queue Interval API was too broad, including a default value of answered for interactions that didn’t fall into other categories. This resulted in the answeredCallCount incrementing for calls that weren’t necessarily answered. This no longer occurs.

Fix: Queue Callback Requests Included in Answered Call Count for WFM Queue Interval API

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

An update has been made to the WFM Queue Interval API counts for calls answered (answeredCallCount). Previously, inbound callers that selected a queue callback option, were subsequently dequeued, and replaced with a callback request were counted in the answeredCallCount stat for that interval. With this update, queue callback requests are no longer counted as answered calls.

Fix: Queue Interaction and Offered Call Counts in WFM Queue Interval API

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

We identified an issue with WFM queue interval stats for interactions that were enqueued, offered, and completed in different interval windows. For example, a call entering a queue 7:59 (19:59), offered to and answered by an agent at 8:00 (20:00), and wrapped up at 8:16 (20:16). The counts for queued and offered interactions were reported on in incorrect intervals. In this example, the queueInteractions count would incorrectly get reported in the 20:00 – 20:15 interval window instead of the expected 19:45 – 20:00, and offeredCallCount would be counted when the conversation ended (20:15 – 20:30) instead of when it was offered to an agent (20:00 – 20:15).

Fix: Interactions Ending in Queue Counting as Answered

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

Previously, interactions ending while in queue were incorrectly counting as answered and included in related statistics for answered calls. Updates have been made so that these interactions are excluded from any answered call stat and instead included in a new WFM queue stat called queueEndedCount.

Fix: Non-Answered Interactions Counting as Answered in SLA

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

We identified an issue with some unanswered interactions counting as answered. If an interaction was dequeued after timing out, it was incorrectly included in the answeredInSLA count. This no longer occurs.

Fix: Null queue-id in queue-interval

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

We resolved an issue that, in some situations, could have resulted with incorrect null queue-id values in a queue-interval table if a Click to Email or SMS interaction occurred on the platform in that interval. Updates have been made so this can no longer occur.

Fix: maxQueueCount in WFM Queue Interval API

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

We identified an issue with flagged interactions in the WFM API. Instead of being removed from calculations, these were being counted in the maxQueueCount and inflating the statistic’s baseline. Updates have been made that exclude flagged interactions from the calculation.

Fix: Responding to Email Resulting in Error

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

An issue was previously identified with responding to emails in Skylight. If the CC or BCC field was already populated but didn't have a name attribute provided by the email provider, responding to the email resulted in an error and failure to send. Updates have been made to resolve this.

Fix: Delays in Verint Integration Files

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

An issue was identified with a delay in reporting run times that caused inconsistencies in data pulled by Verint integration.

When the reporting run time was delayed, and Verint Gateway pulled the data prior to the job running, data would either be unavailable or contain data from previously delayed jobs. Reporting run time intervals have been fixed in order to address any time delays with Verint integration polling.


Previous Releases

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

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