Release Notes

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

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Latest Release:

Region Date and Time

All Regions

June 20, 2018 22:00 UTC - June 21, 2018 04:00 UTC (6 hours)

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Single Sign On (SSO)

We're pleased to announce the availability of Single Sign On (SSO) for CxEngage. When your tenant is configured with SSO, you can log in to the Skylight suite of products and the configuration interface using your existing corporate credentials, which are controlled by your identity provider. CxEngage tenants can be integrated with most identity providers that support Security Assertion Markup Language (SAML) 2.0.

Benefits:

  • Supports industry standard SAML 2.0 authentication
  • Skylight and the configuration interface support SSO login
  • You can restrict users to only SSO login or allow login with SSO and CxEngage credentials
  • A single tenant can have multiple SSO identity providers
  • You can share identity providers between tenants with a shared access code
  • You can deep link directly to the SSO login page

Good to Know: 

  • Agent Toolbar doesn't support SSO. You will need to migrate your users to the Skylight experience to take advantage of these features.
  • SSO usage reports will be available in late July 2018.
  • You can now set a default tenant to use when signing into CxEngage. You can select a default tenant in your user profile settings in the configuration interface.

Custom Interaction Attributes

We've added the ability to report on custom interaction attributes defined in a flow using the new Custom Reporting Attribute notation. In this notation, you can define: 

  • Attribute name
  • Attribute value
  • Whether the attribute is associated with a specific agent, the agent in the interaction, or the interaction only

For example, you can design your flow to collect a customer's account number using the Collect Digits notation, and then save the entered value with the Custom Reporting Attribute notation. You can report on the value (in this example, the customer's account number) in a custom report or in one of the following new standard reports: 

  • Custom Interaction Attributes: Shows the names and values of custom attributes associated with an interaction.
  • Custom Interaction Attributes by Agent: Shows the names and values of custom attributes associated with an agent in an interaction.

Updates to Script Configuration and Reporting

We've added a Script Reporting checkbox to the Script flow notation. When the checkbox is selected, submitted scripts can be reported on in custom or standard script reports. When the checkbox isn't selected, submitted scripts aren't saved in reporting and aren't included in custom or standard script reports.

Agent Scripts can now be configured to automatically dismiss when the interaction ends, without needing to be submitted by an agent. To automatically dismiss scripts, select the checkbox next to a new field in the script editor called Automatically dismiss without warning. If this field is checked, an open script will automatically submit and dismiss itself when the interaction ends.

The Script Time Detail report now contains a Script Status column, which identifies whether agents submitted or dismissed a script. If the Script Reporting field is selected and a script is dismissed, any entered content is submitted for reporting. The Script Status column will indicate that it was dismissed.

Click to Dial Updates

We've updated the Click to Dial flow notation to support dialing to additional endpoint types including SIP and WebRTC.

The default value for any of these selections is interaction/customer but you can edit the value as needed, or take the value from interaction/customer to help build your required endpoint.

We've also made updates to the Click to Dial parameters to improve the flow designer's experience. For example, the parameters are now organized to follow a call's sequence of events, and some have been renamed to clarify their purpose. We've also removed the Queue Timeout parameter and have hard coded that value to 30 seconds. The Flow Designer Reference and Click to Dial topics will be updated with the new details.

Updated Collect Digits Flow Notation

The Collect Digits public flow notation has been updated to include default values for some of its parameters. These values will be used by the flow unless they are changed or removed in the flow designer.

  • Number of digits to collect: 1
  • Timeout: 10 Seconds
  • End On: #

Queue Callback Expiration Time Frames

The expiration time frame for queue callbacks can now be customized in your flow design. Previously, queue callback requests expired after 24 hours. The new parameter called Expire Callback After provides options to select that range from four hours to one week.

Updates to Average Hold Time Expressions

We've resolved the following issues with average hold time expressions: 

  • Previously, Average Customer Hold Time calculated the ratio of the sum of all Customer Hold Time to the total number of Customer Holds. Now, it calculates the ratio of the sum of all Customer Hold Time to the total number of interactions: (Sum of all Customer Hold Time/Total Interactions).
  • Previously, Average Agent Hold Time calculated the ratio of the sum of all Agent Hold Time to the total number of Agent Holds. Now, it calculates the ratio of the sum of all Agent Hold Time to the total number of interactions: (Sum of all Agent Hold Time/Total Interactions).
  • Previously, Avg Agent Initiated Customer Hold Time calculated the ratio of sum of all Agent Initiated Customer Hold Time to the total number of Agent Initiated Customer Holds. Now, it calculates the ratio of the sum of all Agent Initiated Customer Hold Time to the total number of interactions: (Sum of all Agent Initiated Customer Hold Time/Total Interactions).

We've added the following expressions, which you can add to custom historical reports: 

  • Average Customer Hold Length: The ratio of the sum of all Customer Hold Time to the total number of Customer Holds: (Sum of all Customer Hold Time/Total Customer Holds)
  • Average Agent Hold Length: The ratio of the sum of all Agent Hold time to the total number of Agent Holds: (Sum of all Agent Hold Time/Total Agent Holds)
  • Avg Agent Initiated Customer Hold Length: The ratio of the sum of all Agent Initiated Customer Hold Time to the total Agent Initiated Customer Holds: (Sum of all Agent Initiated Customer Hold Time/Total Agent Initiated Customer Holds)

Skill and Group Filtering in Realtime Reporting

We've added skill and group filtering to realtime reporting. Now, you can select the Skill or Group filters at the top of realtime dashboards to filter the statistic values by the specified skill or group. In the API, we've added group-id and skill-id as optional filters for requests to retrieve statistic values.

  Skill and group filtering can't be applied to Customer Satisfaction Scores (CSAT).

Help Links Added to UI Pages

We've updated the configuration interface to include "?" links on pages that didn't already include one. These links take you to the online help for that topic.

Updated Preferences Menu in Skylight Products

We've updated the Preferences menu to allow us to add more menu options in the future. Previously, when you clicked the gear icon on the global footer, an untitled menu appeared from which you could select the statistics that you wanted to display. Now, when you click the gear icon, the menu is titled Preferences. On the Preferences menu, you can click Metrics to select the statistics you want to display in the global footer.

Skylight for Salesforce Window Behavior at Minimum Screen Resolution

We improved how the Skylight for Salesforce window is displayed in the Salesforce console when the minimum screen resolution of 1280 x 800 is used. At the minimum recommended screen resolution, the Skylight window has a lower height than the recommended window dimensions of 800 for Salesforce Classic and 700 for the Salesforce Lightning Experience. Previously, this caused the following display issues to occur: 

  • On the Skylight login page, the window contents didn't resize to fit the window. Instead a scroll bar was displayed, and the Privacy policy and copyright text were pushed together.
  • The close icon (x) was not displayed at the top-right corner of the window.
  • The Actions menu was not active because it was truncated.
  • The global footer pushed the controls together, including the statistics and arrows.
  • The New Interaction panel for outbound SMS messages didn't display correctly.

Fix: User Interface Rebranding Colors in Mozilla Firefox

We resolved an issue where the Firefox web browser didn't use a tenant's custom UI colors. Instead, Firefox used the default CxEngage color scheme.

Fix: Branding Not Found Error Message

We resolved an issue in the CxEngage interface where some windows, such as the Lists and Email Templates windows, unnecessarily displayed a Branding Not Found error message. This error message is no longer displayed.

Fix: New User Invitations to Multiple Tenants

We resolved an issue that occurred when inviting a new CxEngage user to multiple tenants. Previously, when a new user accepted one invitation, the other invitations expired. For example, after a new user accepted an invitation to Tenant A, their invitation to Tenant B expired. This no longer occurs.

Fix: Field Validation When Creating or Updating Lists

We resolved an issue that occurred when creating or editing a list in the configuration interface. On the Creating New Lists panel or list detail pane used for updating a list, you could click Submit even when a required field was empty.

Fix: Presence Reasons in the CxEngage Configuration UI

We resolved the following issues with Presence Reasons in the configuration UI: 

  • The side panel of the Presence Reasons List interface was not resizable when the presence reason list was long.
  • Long presence reason names didn't word wrap correctly.

The side panel is now resizable and long names display correctly. In places where the UI doesn't allow for more than one line for the name, a portion of the name is displayed with an ellipse icon (...) to indicate that the entire name is not displayed.

Fix: Publishing Flows After Editing Unpublished Drafts a Second Time

An issue was identified with publishing draft versions of a flow. If an unpublished draft was closed and then edited again with the Set Active toggle enabled, the draft couldn't be published as active. Updates have been made so that drafts can be published in an active status, regardless of the number of times it was edited.

Fix: Logging into Skylight Suite When Using Microsoft Internet Explorer (IE) 11 or Edge

We resolved an issue that occurred where agents couldn't log in to Skylight or Skylight Desktop if they used IE 11 or Edge. Skylight would cease functioning after entering their credentials and clicking Sign In. This no longer occurs.

Fix: Welcome Page in Skylight Desktop When Using Microsoft Internet Explorer (IE) 11

We resolved an issue that occurred on the Welcome page for Skylight Desktop when using the IE 11 web browser. The Performance metrics were not aligned correctly on the page and were unreadable.

Fix: Display Issues when Using Skylight Products in Microsoft Internet Explorer (IE) 11 or Edge

We resolved an issue where the current state name was truncated in Skylight's global footer. This issue occurred only when using the Microsoft IE 11 or Edge web browsers.

Fix: Scrolling Issue in Skylight Desktop When Using Mozilla Firefox

We resolved an issue that occurred with working with a Skylight Desktop panel that had a scroll bar. When using the scroll bar to view off-screen contents of the panel, the entire Skylight Desktop interface scrolled, not just the panel you want to scroll.

Fix: Scroll Bars in Skylight Desktop

We resolved an issue where scroll bars were missing on windows or panels where content was displayed off screen. We added scroll bars to the following windows and panels: 

  • New Customer Record panel
  • Agent status menu

Fix: Styling of Email Interactions in Skylight

We resolved styling issues that occurred when agents worked with email interactions with the script panel open. The text and icons on both the main panel and the script pane inconsistently displayed fonts and colors.

Fix: Default Text Displayed for Agent Scripts in Skylight Desktop

An issue was identified with the Freeform Input component for Scripts. Default text values for the Freeform Input component were not displayed to agents using Skylight Desktop. This has been resolved so that any default text appears.

Fix: Handling of Duplicate Contact Names in Transfer Lists

We resolved an issue that occurred if there were multiple contacts with the same name under the Transfer menu in Skylight. When agents opened the Transfer menu, the following critical error message was displayed: An unknown error has occurred. Please try to finish your work as you may need to refresh the page to continue. This error occurred regardless of whether the contact was in the same transfer list or a different transfer list.

Fix: Phone Number Validation in Skylight for Salesforce

We resolved an issue where valid phone numbers failed to pass our internal validation check. As a result of this issue, outbound calls to certain valid phone numbers failed to initiate. We updated our validation to allow the outbound call to be initiated from the Click to Dial action in Salesforce. Then, if Skylight determines that the number isn't valid, the call button is not active in the Skylight dial pad.

Fix: Flow Names Displayed in Skylight

We resolved an issue with Skylight where the name of the flow wasn't being displayed.

Fix: Removing Statistics from Skylight Desktop Global Footer

We resolved an issue where global footer statistics were not removable after resizing the Skylight Desktop window. If you hovered your mouse pointer over a statistic, the Close (X) icon was no longer displayed.

Fix: Disabled Groups and Skills in Realtime Dashboard Reports in the CxEngage Configuration Interface

We resolved an issue where disabled queues and skills were displayed in Realtime Dashboard reports. We resolved this issue so that disabled groups and skills are filtered out of the reports.

Fix: Duration Menu on Interaction Monitoring Page

We resolved an issue that occurred when using the Mozilla Firefox web browser with CxEngage. The Duration menu on the Interaction Monitoring page didn't display correctly. Also, for both the Google Chrome and Firefox web browsers, the Duration menu stayed visible even after clicking outside the menu or pressing the Escape key.

Fix: Handle Time Doesn't Include Wrap Up

We identified an issue where Handle Time didn't include wrap up time. We've resolved the issue so that wrap up time is included.

Fix: Completed Transfers, Queue Entries, and Queue Interactions Included Canceled Transfers

We identified an issue where the following reporting measures and historical expressions included canceled transfers: 

  • Completed Transfers Count
  • Queue Entries
  • Queue Interactions

We've resolved the issue so that these measures and historical expressions no longer include canceled transfers.

Fix: Abandons During Work Offers are Counted as Work Rejected

We identified an issue that occurred if a caller abandoned while their interaction was being offered to an agent. The interaction was incorrectly counted as Work Rejected for the agent. We resolved the issue so that the interaction does not count as Work Rejected.

  As a result of this fix, you may notice that the Work Offered count isn't always equal to the sum of the Work Rejected and Work Accepted counts. If a caller abandons while the interaction is being offered to an agent, the interaction counts as Work Offered, but does not count as either Work Rejected or Work Accepted. In this scenario, the Work Offered count is greater than the sum of the Work Rejected and Work Accepted counts.

Fix: Realtime Tables are Empty After Refreshing the Page

We identified an issue that occurred after refreshing a page containing a realtime dashboard with a table on it. Tables that contained values were empty after refreshing the page. We've resolved the issue so that the table continues to display values after the page is refreshed.


Previous Releases

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