Release Notes
Maintenance items, fixes, and new features for CxEngage and CxQM are released as needed throughout the year. This release note reflects changes to CxEngage and CxQM that were made since the last release.
You can find release notes for recent releases below.
Historical release notes can be found in the Release Notes Archive.
To receive email notifications for CxEngage platform issues, subscribe to updates from status.cxengage.com . Please check this page regularly for release details. |
Important: Following a release, you may need to clear your cache and browsing history for changes to be reflected.
Some updates require a reload of your browser.
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In Chrome on Windows, press CTRL + F5.
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In Chrome on Mac, press Command + Shift + R.
For best results, after performing a reload, log out of and then log back into CxEngage.
CxEngage are optimized for Chrome. Reload instructions may vary for other internet browsers.
andWhat's New
Here is a summary of the features and fixes included with the latest release(s).
CxEngage Release 23.01.21 | |
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All Regions | January 21, 2023 12:00 - 15:00 UTC |
Update: Added Wrap-Up Indicator (CXV1-28959)
In
, agents can see if another agent is in wrap up status or if they are available for a transfer call.
Update: Update OAuth Token in Email Integration and Listener (CXV1-28874)
When you use Microsoft OAuth as the protocol for your Email integration and an access or refresh token is updated, the Microsoft Access Token for the CxEngage Email integration and Listener are automatically updated.
Update: Interaction State Added to Realtime Dashboards. (CXV1-28960)
A new table, Interaction State List, has been added to Reporting > Realtime Dashboards and Custom Realtime Dashboards. This list contains both wrap-up and hold time, along with information such as agent, channel, and call state.
Update: Monitoring Digital Channel Interactions (CXV1-28785)
The Interaction Monitoring page found at Reporting > Interaction Monitoring now includes information for digital channels. You can review multiple messaging interactions at one time; this includes interactions such as web chat and Facebook Messenger.
Some things you may notice include the following:
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You can filter the Channel column by "messaging."
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You can collapse sections on the page, such as Interactions Detail, Active Participants, and Interaction Monitors so interactions can be found easily.
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You can click the End Monitoring button to end a monitoring session quickly.
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You can view the digital transcript for the interaction.
Note: You cannot monitor digital interactions in real-time. The transcript is updated every 10 seconds for new messages. As well, messaging interactions are read-only.
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New interactions display a blinking red indicator rather than the typical down arrow. After you expand the interaction for the first time, the indicator changes to the down arrow.
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You do not have access to attachments that are uploaded by the customer or agent.
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When you monitor a voice interaction, the Monitor button for all other voice interactions is disabled.
Known Issue: Currently CxEngage errors when multiple agents attempt to view the same interaction at the same time. This is a known issue and is being addressed.
Fix: Properly Display Text in Report Drop-downs and Column Headers (CXV1-28989)
Previously some reports in CxEngage > Reporting showed only part of the text in column headers and drop-down menus. This has been corrected and the information now displays properly.
Recent Releases
Select a release date for a summary of the features and fixes included with that release.

CxEngage Release 23.01.14 | |
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All Regions | January 14, 2023 12:00 - 15:00 UTC |
Update: Allowing Chat Customer to End a Conversation (CXV1-28901)
An End Chat option that allows a chat to be ended from the customer-side has been added to the Chat window. A customer can disconnect from the chat by clicking the end chat button at the bottom of the window. The interaction is terminated and the customer-side chat history is cleared.
Note: In CxEngage, Chat transcripts are available to review in Reporting > Historical Reporting.
Update: Addition of Hold Time to CxEngage
(CXV1-28955), (CXV1-28956), (CXV1-28957), (CXV1-28958)
Hold Time information has been added to CxEngage Reporting. Hold time is the length of time that passes while a customer and agent are in a call and the call is placed on hold by the agent. It displays in HH:MM:SS format.
Hold time information can be found in the Reporting > Realtime Dashboards > Interactions in Conversation Table and Reporting > Interaction Monitoring page.
Note: To see the Hold Time information, you may need to add the column to the grid. To add a column, click the Columns button, check the box for the column you want to add, and then click outside the column list to close the pop-up.
Update: Adding Custom Attribute Columns to Interaction Reports (CXV1-29007)
You can now show your custom attributes as columns of information on interaction reports in CxEngage. Previously, when configuring multiple custom attributes in a flow, all your information was stored in a single column, making it difficult for your analysts to read and filter reports. Now, each custom attribute can be displayed in its own column on the report, by attribute name, with the attribute values shown in the rows below.
When running a report in Reporting > Historical Reporting > Analysis, your custom attributes can display by individual columns in the Interaction Detail by Queue and Interaction Detail by Agent reports.
Note: You can add up to ten custom attribute columns to an interaction report.
To add a custom attribute as a column in an interaction report, follow these steps:
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Go to Reporting > Historical Reporting > Analysis.
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From the Select Data drop-down menu, select the interaction report with which you want to work, Interaction Detail by Queue or Interaction Detail by Agent.
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Below the list of available report information, click the Select Data arrow and choose the appropriate Custom Attributes option from the list that pops up, Interaction Detail by Queue > Custom Attributes and Interaction Detail by Agent > Custom Attributes.
Ten general attributes display. You will map your information to these attributes.Map your Information to a General Attribute
On the Custom Attributes dialog, associate a general attribute, Attribute 1, Attribute 2, etc., with your existing information.
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At the top of the page, click the Set Custom Attributes button.
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Check one of the ten attribute boxes, and then click the Select an attribute arrow next to it.
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From the list, select your existing custom attribute. Continue to check a box and select an attribute for each column you want shown on the report.
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Click Apply to add your customized attributes to the interaction report details.
At the bottom of the page, notice that the Attributes you mapped reflect the name of your information rather than the general attribute name. -
Check the box next to each attribute name you want to add to the report as a column.
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Click the OK button, and the report displays columns for your existing attributes.

CxEngage Release 22.12.03 | |
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All Regions | December 03, 2022 12:00 - 15:00 UTC |
Update: Ability to Add a Location to a User (CXV1-28573, CXV1-28574, CXV1-28978)
An enhancement to CxEngage allows you to add a location to an existing user's profile. Once locations have been assigned, you can filter your users by the Location column on the User Management page.
Adding a Location to a User
To enter a user's location from the User Management > Users page, do the following:
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Click on the existing user with which you want to work.
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On the information panel, in the Tenant Details section, type in the Location you want to add to the user's profile.
Note: The Location field is a text field. Enter any characters or numbers that you want to assign to the user.
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Click the Submit button to save your changes to the user's profile.
Note: Only users with a Supervisor or Administration role can assign a location to a user .
Filtering Users by Location
After adding locations to your users, you can filter them on the User Management page by the assigned location.
Note: You may need to add the Location column to the User Management page. Click the Columns button and check the Locations box in the list that displays. Then, click the Columns button again to hide the list.
On the User Management page, in the Location column search field begin entering the location's match criteria. The list filters to show only users that match your entry.

CxEngage CxQM Release 22.11.19 | |
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All Regions | November 19, 2022 12:00 - 15:00 UTC |
Fix: Intermittent Screen Recording Errors (CXV1-28965, CXV1-27744)
Previously, some Agents received intermittent screen recording errors when taking short back-to-back calls. The screen recording displayed as gray when an Agent started a call before the previous call's wrap-up period had ended.
The CxQM capture service has been enhanced to promptly handle new capture requests that occur during the wrap-up period of recently ended calls.

CxEngage CxQM Release 22.11.12 | |
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All Regions | November 12, 2022 12:00 - 15:00 UTC |
Fix: Showing User Roles in CxQM
Currently, when viewing User Accounts at Quality Management > Administration > Users and the Users with permission for this group window at Quality Management > Administration > Groups, the User Roles column shows the Role ID.
To make the information more user-friendly, this column has been changed to show the Role Description.

CxEngage Release 22.11.05 | |
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All Regions | November 05, 2022 12:00 - 15:00 UTC |
Update: Supporting Microsoft OAuth Credentials (CXV1-28804)
Note: As of December 31, 2022, the Basic auth protocol will no longer work. Complete this update before the protocol expires. Contact your customer support representative if you need assistance with the update.
Lifesize recently sent an email to customers who use Office 365 with CxEngage advising them to perform opt out procedures before the impending deprecation of Basic auth. Opting out allows those customers to continue using the Basic auth protocol until the end of December 2022.
CxEngage email integration settings have been updated to allow the use of the Microsoft Oauth protocol and a Microsoft Access Token. Use the following instructions to help you change your authentication credentials for email.
Changing the Email Integration Settings
To update the current Microsoft Office 365 mail with Microsoft OAuth, do the following:
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Go to CxEngage > Configurations.
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Highlight your email integration configuration. The configuration panel displays.
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Click the green toggle next to the integration name to turn it off.
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Click the Confirm button to affirm that you want to disable the integration. The toggle displays gray and the integration is disabled.
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Under Properties on the email integration configuration panel, click the Incoming Protocol arrow and select Microsoft Oauthfrom the drop-down.
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Click the Sign in With Microsoft button. A Microsoft login window displays.
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From the list, select an existing email account that you will use in CxEngage or click Use another account and enter the email account you will use.
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When asked if this app can access your info, click theYes button to allow CxEngageto connect to the email account. The Microsoft window closes and you are returned to the email integration configuration panel.
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Under Properties, enter the email accountin the SMTP User field.
Important: Use the same email address that you provided in the previous steps.
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Click the Submit button to save your changes.
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Click the gray toggle next to the integration name to enable the integration.
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Click the Confirm button to affirm that you want to enable the integration. The toggle displays green and the integration is enabled.
Once this change is complete, your Office 365 email will use the Microsoft OAuth credentials to send emails.
Changing the Email Listener Settings
When updating the sender information, you will want to make sure the listener information is also updated for Microsoft Oauth.
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Highlight the email integration configuration. The configuration panel displays.
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Scroll down to the Listener section.
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Click the Update button beside the email listener configuration with which you want to work.
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Click the green Active toggle to turn the listener off. The toggle displays gray and the listener is disabled.
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Enter the email address that you want to listen to for messages.
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Click the Sign in with Microsoft button.
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Select an existing email account or click Use another account and enter the email account that you will use in CxEngage.
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When asked if this app can access your info, click theYes button to allow CxEngageto connect to the email account. The Microsoft window closes and you are returned to the email listener update window.
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Click the gray Active toggle to enable the listener. The toggle displays green and the listener is enabled.
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Click the Submit button to save your changes.
Once this change is complete, your Office 365 email will use the Microsoft OAuth credentials to listen for emails on the associated email account.

CxEngage Release 22.10.29 | |
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All Regions | October 29, 2022 12:00 - 15:00 UTC |
Fix: Listener Frequently Requires Manual Restart (CXV1-28258)
Some email listeners were timing out and requiring a manual restart. Now, after an authorization error, the listener will automatically attempt to restart. The listener will be disabled after the fifth unsuccessful attempt and must be manually restarted.

CxEngage Release 22.10.22 | |
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All Regions | October 22, 2022 12:00 - 15:00 UTC |
Fix: Unable to Download Recording (CXV1-28767)
Although multiple Twilio recordings are available on a report, when you attempt to download different recordings, the same recording is downloaded no matter which one you selected.
This issue has been readdressed and the correct recording is now downloaded.

CxEngageCxQM Release 22.10.12 | |
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All Regions | October 12, 2022 12:00 - 15:00 UTC |
Fix: Enhanced Quality Evaluator Comparison in CxQM (CXV1-28852)
Previously, a restricted user could only see the evaluations for which the user is an evaluator and did not consider the assigned resources (Agents) evaluations. An enhancement to the Quality Management > Dashboard > Quality - Evaluator Comparison graph now allows a restricted user to see all the evaluations of the assigned resources along with his evaluation.

CxEngage Release 22.10.12 | |
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All Regions | October 12, 2022 12:00 - 15:00 UTC |
Update: Tools Menu Available in
(CXV1-28867)Previously, the Tools menu option in
was only available to certain users. The Tools menu option is now available to all users.

CxEngage Release 22.10.05 | |
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All Regions | October 5, 2022 12:00 - 15:00 UTC |
Fix: Incorrect Daily Interaction Count (CXV1-27752)
Previously, interactions were applied to the agent's daily interaction count on the day the interaction ended. For interactions that spanned several days, this could cause an agent's daily interaction count to be higher than expected. This has been changed, and now the agent's daily interaction count includes only interactions allocated to the agent that day.

CxEngage WFM Release 22.10.01 | |
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All Regions | October 1, 2022 12:00 - 15:00 UTC |
Fix: Lag in Workforce Management Reporting Performance (CXV1-28244)
Users experienced poor performance when running WFM reports. Enhancements were made to how calculations are handled, resulting in improved performance for Historical Workforce Management Data Intervals processing.

CxEngage Release 22.09.24 | |
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All Regions | September 24, 2022 12:00 - 15:00 UTC |
Fix: Site Colors Empty in Tenant Management (CXV1-28586)
In some cases, when managing tenants in CxEngage Tenant Management, the Edit Panel failed to load correctly.
This error has been fixed.
Fix: Unable to Download Recording (CXV1-28767)
Although multiple recordings are available on the report, when you attempt to download different Twilio recordings, the same recording is downloaded no matter which one you selected.
This issue is fixed, and the correct recording is now downloaded.
Fix: Reporting Issue with Reports (CXV1-28660)
The known reporting issue when the user opens a report and sometimes receives an error that data could not be retrieved has been fixed.
Previously the user had to click Reload for the report to run properly. Now, the report automatically retrieves the data.
Fix: No Data in Downloaded Interaction Report (CXV1-28768)
Sometimes when exporting a report, the data section of the report was blank. This has been fixed. Data is now properly exported.

CxEngage Release 22.09.17 | |
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All Regions | September 17, 2022 12:00 - 15:00 UTC |
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.

CxEngage Release 22.09.10 | |
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All Regions | September 10, 2022 12:00 - 15:00 UTC |
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.