Release Notes

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

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Region Date and Time

All Regions

August 17, 2018 14:30 UTC

Fix: Publishing a Flow Without Setting It As Active

We identified an issue that occurred when publishing a version of an enabled flow. If Make Active wasn't selected in the Publish window, the state of the flow was changed to Disabled. We've resolved the issue so that if Make Active isn't selected, the state of the flow (enabled or disabled) doesn't change and the version being published isn't set as the active version. If Make Active is selected, disabled flows are set to Enabled and the version being published becomes the active version.

Region Date and Time

All Regions

August 15, 2018 22:00 UTC - August 16, 2018 04:00 UTC

These release notes have been updated with additional details as of August 14, 2018 18:15 UTC.

Platform Status in User Management

You can now view a user’s platform status by adding the Platform Status column on the User Management page or viewing the Platform Account Details field in the user details panel. In each of these places, the user’s platform status is shown from the current tenant’s perspective. The following are the possible statuses:

  • Pending Invite: The user is added to CxEngage, but an invitation hasn’t been sent to them yet.
  • Invited: An invitation has been sent to the user. They haven’t accepted the invitation yet nor has the invitation expired. Platform Authentication is enabled for the user on the current tenant.
  • Expired Invitation: An invitation has been sent to the user, but the invitation has expired. A new invitation must be sent. Platform Authentication is enabled for the user on the current tenant.
  • Enabled: Platform Authentication is enabled for this user on the current tenant and they have created a password for their account.
  • Disabled: The user account is disabled on CxEngage. If their CxEngage status is Disabled, the user’s status on all tenants that they’re part of is also Disabled.
  • SSO Only: Platform Authentication is disabled for this user on the current tenant.

Saving Audio as Media

We’ve released a new flow notation called Save Audio as Media. You can use this notation to create new media entities in CxEngage, or update the contents of an existing media entity. The audio can be from a temporary recording, a saved audio file, or a text-to-speech (TTS) string. For example, you may have a flow that you can call into to record a message that gets uploaded as a reusable media file that can be used in other interaction flows.

Skylight Dial Pad Enhancement

We are pleased to announce that the dial pad that is available for agents to make outbound call now includes letters with the numbers.

Update: Tenant Status Column in User Management

We’ve renamed the Status column in User Management to Tenant Status. This column shows whether a user is Enabled or Disabled on the tenant.

Update: Media API

We are pleased to announce that the Media API route has been updated to copy the media artifact from the provided URL to CxEngage's AWS S3 bucket. The URL in the JSON object for the media gets updated to point to the media’s storage location.

Queue Callback Update

A previous version of these release notes included a fix for queue callbacks intermittently failing. This update will be included in an upcoming release.

This item was added to the release notes on August 14, 2018 18:15 UTC.

Fix: Disabling and Enabling Identity Providers

We identified an issue that occurred if the CxEngage application was disabled on the identity provider’s side.If a user then attempted to disable or enable that identity provider in CxEngage, an error was presented and the change didn't save. We resolved the issue so that in this scenario, the identity provider can be disabled or enabled in CxEngage.

Fix: List and List Items with Long Names

We identified an issue that occurred in the configuration interface when lists or list items had names that are too long to display completely. In these circumstances, the beginning portion of the name is shown followed by an ellipsis. Previously, when adding or updating list items, hovering your mouse over the list or list item name didn't display the full name. We resolved the issue so that when an ellipsis shows, hovering your mouse over the name results in a tooltip containing the full name.

Fix: Creating and Updating Transfer Lists

We resolved an issue where new transfer lists or updates to existing transfer lists failed to save.

This item was added to the release notes on August 14, 2018 18:15 UTC.

Fix: Error When Creating a User Without Sending an Invitation

We identified an issue that occurred when creating a user with Invite Now turned off. After clicking Submit, an error was presented and the new user wasn't saved. We've resolved the issue so that the user is created and has the Pending Invite platform status.

Fix: Resetting Passwords from the User Profile

We identified an issue that occurred when resetting your password from your user profile. After entering the required password details and clicking Update, the Current Password and New Password fields remained visible. Additionally, the navigation bar was blank and the page had to be refreshed in order to see the menus again.

We resolved the issue so that after you update your password, the Current Password and New Password fields no longer show. The navigation bar also continues to show the available menus as expected.

Fix: Duplicate Sessions Not Ending

We identified an issue that occurred with duplicate sessions. In some circumstances, one of the sessions would remain active indefinitely and required assistance from our Support team to end it. We've resolved the issue so that duplicate sessions end within 60 seconds.

Fix: Telephone Number Validation

We resolved an issue where some telephone numbers that were 12 digits long would sometimes incorrectly fail internal E.164 validation.

Fix: Actions Icon on the Email Interactions

We resolved an issue in Skylight where text didn’t display correctly on the Actions icon for Email interactions.

Fix: Email Replies with Attachments Fail to Send

We resolved an issue that occurred in Skylight when agents received an email interaction with attachments. When the agent replied to the email, the email failed to send and an error message displayed the following message: "Failed to send email reply. There is no artifact for the interaction."

Fix: Notes in Skylight for Salesforce Activity History

We resolved an issue where Skylight activity history didn’t include notes if the notes were entered in Skylight more than 60 seconds after a customer left the call.

Fix: Forced Disposition Select in Skylight Suite

We resolved an issue that occurred when a flow was configured so that agents were required to select a disposition for an interaction that used that flow prior to them ending the wrap-up phase. The wrap-up toggle was not disabled as expected, so agents could end interactions without selecting a disposition. This no longer occurs.

Fix: Reporting Error in Skylight Activity History in Salesforce

We resolved an issue where the Activity History in Salesforce didn’t associate agent names correctly for interactions that had more than one agent associated with it, such as when an interaction is transferred from one agent to another. Each task in the Activity History represents a segment of an interaction, therefore, a unique agent name is expected to be seen. In this issue, the name of the agent who first accepted the interaction was reported for all subsequent segment. For example, when Agent 1 transferred a call to Agent 2, the Salesforce activity history associated Agent 1’s name with both segments of the interaction.

Fix: Messaging Transcripts in Skylight Desktop

We identified an issue where messaging transcripts weren't available in Skylight Desktop. We've made updates so that messaging transcripts for interactions that start following the release will be available after the interaction ends. For interactions that occurred before the release, messaging transcripts will become available in contact management over time as a migration runs.

Note: This migration will continue to run after the release window. We will update this release note when the migration is complete.

Fix: Historical Interactions in Skylight for Zendesk

We resolved an issue that occurred in Skylight for Zendesk when viewing activity history for a user or ticket record that included an interaction with no queue associated to it. When the agent clicked History on the Customer Management panel, an error message was displayed in the banner and the History panel failed to load.

Fix: invitationStatus Parameter Added to Response Object for POST Method for the Tenant Route

Previously, the POST <api_endpoint>/v1/tenants/<tenantId>/users request did not return the invitationStatus parameter in the response body.


Previous Releases

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