Release Notes

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

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Details for historical releases are available below.

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What's New:

  • Fixes to CxEngage are released on a bi-weekly basis as maintenance releases. This includes fixes for CxQM. Details about those releases will be made available as they occur. Check back regularly to see what's new!
  • **NEW** Feature Releases are scheduled on a seasonal basis, allowing one season for detailed planning and cleanup. Feature releases may also include any maintenance items or fixes for CxEngage that are ready to be released at that time. Expect feature marketing releases for Spring, Summer, and Winter seasons with our first Spring Release completed on June 5, 2021.
  • Standard and maintenance releases will continue to use the blue header details, while feature releases will be identified by a more obvious black and gray header.

Upcoming & Recent Release(s)

CxEngage Maintenance Release 21.07.17  

All Regions

July 17, 2021

 

Update: Queue Interval Processing Time

Some users experienced delays when using the WFM Queue Interval API frequently over short intervals, resulting in an error (code 400) advising “Data is still being processed”. The reporting service checking for the applicable data was scheduled to run every 900 seconds, or 15 minutes. We have decreased the service job interval to be 300 seconds, or 5 minutes, which reduces the processing time and likelihood of the error occurring.

Fix: CxQM VoIP/SCMS User Not Found in Cache

An issue was identified in CxQM where an error message advising “User: xxx not found in cache” was found frequently in VoIP and SCMS logs. Updates have been made to nightly sync routines to check the user-id field and update it if empty, avoiding the error.

Some of these impacted users may have noticed missing captures for some of the records, caused by a related issue. This will be resolved in an upcoming release.

CxEngage Release 21.07.12  

All Regions

July 12, 2021

 

Fix: Error Making Outbound Calls in Skylight Apps

An issue was inadvertently introduced during the 21.07.10 release that resulted in some users experiencing an SDK function error (code 1003) in their embedded Skylight app, such as Skylight for Salesforce. This has been resolved.

CxEngage Maintenance Release 21.07.10  

All Regions

July 10, 2021 12:00 - 15:00 UTC

 

Update: Items per Page for Realtime Dashboards

All Realtime Dashboard tables have been updated with a new drop down menu to select the number of rows to include on the page. Users can choose to display 5, 10, 20, 50, or 100 items per page on any dashboard with more than five results. The buttons to navigate to first/previous/next/last pages continue to function and will display the selected number of items per page.

Fix: Automatically Assigning Click to Dial Contacts

Previously, a click-to-dial interaction initiated from a contact in Skylight Desktop would only be automatically assigned to that contact if there was also a corresponding screen pop that would locate that contact record. Updates have been made so that click-to-dial interactions no longer require a screen pop to automatically assign to the contact record used to initiate the dial.

Fix: Screen Pops for Skylight Desktop Contact With Multiple Fields Matching Search Term

An issue was identified with Skylight Desktop contacts that have multiple fields with the same value, even those values only existed on one contact. For example, “Preferred Phone” and “Mobile” fields with the same phone number for a single contact. In this scenario, performing a screen pop searching for that attribute or value did not automatically assign the interaction to the contact as expected. Updates have been made so that the contact is automatically assigned as expected.

Fix: Transferring Callbacks Before Customer Answers

Skylight users were able to attempt to transfer a callback interaction after it had been dialed but before it was answered. This resulted in an error and with the callback ending but stuck in realtime reporting. Updates have been made to not enable the transfer option for a callback until the customer has been connected to the call.

Fix: Logging on to Skylight for Salesforce With SSO for Non-Default Tenant

An issue was identified with agents attempting to log in to Skylight for Salesforce onto a tenant other than the default one or one that CxEngage's SSO configuration allows for default authentication. In this scenario, attempts to log in were unsuccessful and resulting in an infinite loading spin. Updates have been made so that agents can use SSO to log in to any tenant they have access to.

Fix: Agent State Table Showing Duplicate Agent Entries

We resolved an issue with the Agent State Table in Realtime Reporting where agents handling more than one current interaction were displayed as multiple agent entries.

Fix: Updates to Queue Interactions Report

Various minor updates have been made to the Queue Interactions report.

  • The time has been removed from the Date columns
  • Service levels, Customer Transfers, CSAT, and Queue CSAT now show as "-" when null, instead of the previous values
  • AVG Queue Time to Answer shows as "0" when null, instead of "00:00:00:00"

Fix: Queue Abandoned Values in Interaction Queue Data Set

The Queue Abandoned column of the Interaction Queue data set was incorrectly displaying as empty or “True” and has been updated to display 0 or 1 as expected.

CxEngage Maintenance Release 21.06.19  

All Regions

June 19, 2021 12:00 - 15:00 UTC

 

Update: Interaction Summary By Agent in Historical Reporting

The Interaction Summary By Agent report now shows a distinct count in the Interactions column. The interaction ID column is now renamed to Interaction IDs and shows a list of Interaction IDs separated by a comma.

Update: Deprecated Columns in Interaction Report

Several columns included in the Interaction Report in Historical Reporting have become unnecessary and display empty fields because data is calculated in other data sets. We have updated the applicable column names to include (Deprecated) along with the friendly name to better identify them.

Fix: Historical Reports with Filters

We resolved an issue where users attempting to perform a new Analysis or run a saved historical report that included the Direction, Channel, or Flagged filters were receiving an error message on some reports advising to restrict the date range in their global filters.

Fix: Disabled Custom Attributes in Historical Reporting

Disabled Custom Attributes were showing in the Attribute Names and Attribute Values columns in historical reports. Updates have been made so that disabled custom attributes are not included in those columns and are not available for selection when adding custom attributes.

Fix: Paused Time Calculated for Historical Reporting

An issue was identified with the calculations for Paused time where the expression was calculated in the same way as an agent’s Away time instead of only considering their time in a Not Ready state as a result of rejecting work. Updates have been made to present accurate paused time calculations in a new Paused column that has been added to the Agent Presence Reason Detail and Agent Presence Reason Summary data sets.

Fix: In-Queue Time for Re-Queued Callbacks

An issue was identified with the in-queue time calculated for queue callbacks in the Interactions In Queue realtime reporting table. If an agent accepted a queue callback work offer but then disconnected before the dial was completed, the callback’s in-queue time reset to 0 when placed back in queue instead of continuing to count. When the work offer was accepted again, the in-queue time corrected to the total time in queue as expected. Updates have been made to avoid in-queue time resetting in this scenario.

Fix: CxQM Recordings Assigned to Incorrect Agent

We resolved an issue where CxQM recordings could be assigned to an agent who was allocated to an interaction but did not actually accept the work offer before the timeout limit.

CxEngage Maintenance Release 21.06.12  

All Regions

June 12, 2021 12:00 - 15:00 UTC

 

WFM Queue Intervals API

The WFM Queue Intervals API has a new optional parameter; entryType. This parameter currently has one acceptable value: ivr. Using this parameter, the intervals returned will only contain data from interactions coming from the IVR; transfers and callbacks are excluded.

Example:

curl GET -u <username:password> -H "Content-Type: application/json" https://api.cxengage.net/v1/tenants/<tenant-id>/wfm/intervals/queue?entryType=ivr&start=<start>&end=<end>&page=<page>&limit=<limit>&offset=<offset>
CxEngage Spring Feature Release
All Regions June 5, 2021 12:00 - 15:00 UTC

These release notes have been updated with additional details including topic links as of June 5, 2021 04:00 UTC.

New Digital Channel: WhatsApp Integration

We are excited to announce the general availability of CxEngage's newest digital channel integration for WhatsApp. With this integration, agents can reply to customer-initiated customer care messages in Skylight with your WhatsApp Business Account. Agents can send and receive plain text messages, and non-text messages including emojis, images, audio files, GIFs (delivered as MP4s), and documents. Basic text formatting is allowed and can be implemented with special symbols. For example, "Your balance is $10.50" can be achieved with "Your total balance is *$10.50*". Skylight agents receive read receipt events when a customer has viewed their message.

This new integration is part of a more inclusive and unified digital channel integration that supports multiple channels including WhatsApp, web chat, and Facebook Messenger.

  WhatsApp interactions have a channel type of SMS for capacity rules and reporting. Files sent and received in WhatsApp interactions are saved as artifacts in CxEngage.

Implementing the WhatsApp integration requires:

  • A verified Facebook business profile
  • A user role that includes the permissions WHATSAPP_INTEGRATIONS_APP_READ and WHATSAPP_INTEGRATIONS_APP_UPDATE
  • A Digital Channels App on your CxEngage tenant
 

The Digital Channels app can be the same one used for web chat, if that is enabled on your tenant. The same Digital Channels app can and should be used for multiple Facebook apps when needed for the same tenant.

Contact your CxEngage account representative to add the Digital Channels app, if it does not already exist on your tenant.

For additional information, refer to: 

Digital Channel: Facebook Integration

A new Facebook integration is available that enables customers to use Facebook Messenger to communicate with agents. This new integration replaces the former one, and allows agents to see non-text messages including images and GIFs. The new integration supports customer notifications including agent connecting/disconnecting from conversation, message read indicators, and agent typing notifications. Conversation history will persist for users, meaning a new conversation from a customer will include the message history from a previous one for both the customer and agent.

This new integration is part of a more inclusive and unified digital channel integration that supports multiple non-voice channels including web chat, Messenger, and WhatsApp.

Implementing the Facebook integration requires:

  • A user role that includes the new permissions FACEBOOK_INTEGRATION_APP_READ and FACEBOOK_INTEGRATION_APP_UPDATE
  • A digital channels app on your CxEngage tenant
 

The Digital Channels app can be the same one used for web chat, if that is enabled on your tenant. The same Digital Channels app can and should be used for multiple Facebook apps when needed for the same tenant.

Contact your CxEngage account representative to add the Digital Channels app, if it does not already exist on your tenant.

  • A Facebook app for your business
  Customers who currently use the former Facebook integration can contact their CxEngage account representative to update their tenants with the new digital channel version.

For more information, refer to: 

New Capacity Rule Type: Percentage

Capacity Rules have a new rule type option for Percentage capacity rules. this new rule type defines the percentage of the agent's capacity that each type of interaction can occupy. It allows for a more dynamic utilization of channels than what can be achieved using the "Any" and "All" rule types.

With this new rule type, each channel type is assigned a percentage value using a slider. Percentage values can be set anywhere between 5% - 100%, or 0% (for no capacity). Lower percentages yield more interactions of that channel type that the agent has capacity for. Higher percentages mean that channel occupies more of the agent's capacity, reducing the maximum number of interactions for that channel. The voice channel is still restricted to one interaction at a time, regardless of the percentage value assigned to it. Non-voice (digital) channels can have a maximum value defined that may override the maximum number of overall interactions but cannot exceed the maximum that the channel percentage allows.

  The Percentage capacity rule type is available on the Early Access (EA) version of Capacity Rules Management in the configuration UI. With this release, existing EA pages including Capacity Rules Management are enabled by default for all tenants, with the option to disable on the Early Access settings page. Please note that disabling the EA version of Capacity Rules Management will revert your UI to the previous version where you would not be able to select the Percentage rule type when creating or editing rules. Previously saved Percentage rules would be visible but only showing the maximum channel values, not the channel's percentage.

Click to Dial Flow Notation Enhancements

The Click to Dial flow notation has been updated with the following eight new input parameters and two new output bindings.

Input Parameters:

  • Resource Direction: Select one of "Any", "Do Not Disturb Outbound", "Outbound", "Inbound", "Blended Inbound/Outbound", or "Interaction Direction"
    NOTE: The Resource Direction is optional and defaults to "Any" when the agent is specified. Otherwise, it defaults to "Interaction Direction".
  • Fallback to Queue (if resource is specified): Toggle true/false
    NOTE: The Fallback to Queue (if resource is specified) parameter is optional and disabled by default
  • Fallback Queue: Select a queue
  • Fallback Timeout: Number of Seconds, Minutes, or Hours
  • Fallback Resource Direction: Select one of "Any", "Do Not Disturb Outbound", "Outbound", "Inbound", "Blended Inbound/Outbound", or "Interaction Direction"
  • Dequeue After Timeout: Toggle true/false
    NOTE: The Dequeue After Timeout parameter is optional and disabled by default
  • Dequeue Timeout: Number of Seconds, Minutes, or Hours
  • Generic Flow Escalation: Toggle true/false
    • When Generic Flow Escalation is disabled, the following errors will be returned in the Outbound Result binding: dequeue-timeout, bad-phone-number, bad-outbound-ani, bad-queue, ring-no-answer-timeout, ring-no-answer-resource-disconnect, dial-failed, failed, and/or busy. Otherwise, when it is enabled, the flow-escalation error is thrown instead and the output name value is equal to the error name.
    • When this parameter is disabled, the Click to Dial flow may throw flow error escalations named queue-timeout, work-rejected, and third-party-recorder-error. Use the Flow Error Catch for each escalation name want your flow to catch.

Output Bindings:

  • Outbound Result (bad-phone-number, bad-outbound-ani, bad-queue, failed, answered, busy, ring-no-answer-timeout, ring-no-answer resource-disconnect, message-sent, dequeue-timeout, dial failed
  • Customer Still Connected: true/false

CxEngage Service Improvements

Backend services have been updated in an effort to provide various performance improvements across the CxEngage platform. Some benefits that may be noticed include:

  • An improved scalability that supports larger tenant sizes without degrading performance as tenant size increases
  • The allocation rate where agents are matched to interactions has improved by up to 10x the original rate
  • A global “first-in-first-out” (FIFO) queueing mechanism across all tenant queues
  • Improved data flow that produces more accurate matches, resulting in an increased likelihood of the best agent match for interactions and increased responsiveness to changes to an agent’s skill, group, or capacity rule changes

CxQM for Chat

We are pleased to announce that we have expanded CxQM to include chat interactions. Chat transcripts are available in CxQM's Recording > Playback screen. Clicking on a chat interaction will open the chat's transcript. Evaluations can be completed on chat interactions in the same manner as with Voice and Email interactions.

Custom Attributes Available in Interactions in Conversation Table in Realtime Reporting

Custom attributes are now available to be pulled in and displayed in the Interactions in Conversation Realtime table.

Custom attributes are added and viewed in the Interactions in Conversation table in the same way as with the Interactions in Queue table.

Interactions API: Filter Interactions Route by Last Modified Timestamp

We've added a lastUpdated parameter to the Interactions endpoint records which indicates the timestamp of the most recent update to an interaction's data. Users can filter the Interactions API response by the lastUpdatedStart and lastUpdatedEnd parameters.

Users can returns a window of records based on lastUpdated rather than extending their Start and End windows to capture shifting data in non-voice channels (such as email), which may not complete for multiple days.

WFM Queue Intervals API

This item was updated on June 7, 2021 at 12:00 UTC

A previous version of these release notes included an update the WFM Queue Interval API. This item was removed from the release and will be rescheduled for June 12, 2021.

curl GET -u <username:password> -H "Content-Type: application/json" https://api.cxengage.net/v1/tenants/<tenant-id>/wfm/intervals/queue?entryType=ivr&start=<start>&end=<end>&page=<page>&limit=<limit>&offset=<offset>

Update: Early Access Configuration Pages

We have updated the early access versions of the existing Early Access (EA) configuration pages to be enabled by default on all tenants. This update applies to the EA pages that were available prior to this release.

  • Tenants Management
  • Integration Management
  • Identity Providers
  • Capacity Rule Management

You can switch any of these pages back to their previous version by accessing the Early Access Features page and disabling the page(s).

Early Access: Media Management Page

We are pleased to announce that an updated version of the Media Management page is now available for early access. The upgraded page has general improvements with the same functionality. It is disabled by default but can enabled on the Early Access Features page in the configuration UI.

Voice Mail Recording Retention Policy

We are implementing a 90 day recording retention policy for customers who are configured to receive voice mail. Any existing voice mail recordings that are older than 90 days will be automatically deleted as of June 7, 2021. Remaining and future voice mail recordings will be deleted after they reach 90 days.

Update: Digital Channel Permissions Added to Administrator Role

Updates have been made to the default Administrator tenant role to include new permissions required for digital channel integrations.

  • FACEBOOK_INTEGRATIONS_APP_READ
  • FACEBOOK_INTEGRATIONS_APP_UPDATE
  • WEB_INTEGRATIONS_APP_READ
  • WEB_INTEGRATIONS_APP_UPDATE
  • WHATSAPP_INTEGRATIONS_APP_READ
  • WHATSAPP_INTEGRATIONS_APP_UPDATE
  • DIGITAL_CHANNELS_APP_READ

If you have a custom role that needs any of these permissions added so you can manage digital channel integrations, contact your CxEngage account representative.

 

Fix: Bulk Changes to User’s Skills and Groups

An issue was reported with performing bulk actions to remove skills and groups from users through the configuration UI where the actions would, in some instances, intermittently result in an error. Updates have been made to avoid the error and allowing for the bulk edits to be completed.

Fix: Incorrect Queue Interval Report Data After Changing Time Zone

An issue was identified with Queue Interval Detail data set that resulted in incorrect data being displayed. If the time zone filter was changed in the global filters to a different time zone, data for the report’s date(s) and intervals did not reflect accurate counts for those periods. This has been resolved so that changing the time zone does not impact data being returned.

Fix: Agent State Monitoring Showing No Channels

An issue was identified with assigned channels in Agent State Monitoring where an agent had no channels displayed despite having a defined capacity rule assigned. Root cause analysis determined if an agent has stale sessions it could result in issues including the agent not able to be allocated and their channels not being displayed. Updates have been made to clear stale sessions and prevent those issues.

Fix: Skylight Desktop Screen Pops for Chat

We identified an issue with automatic screen pop for digital channel interactions on Skylight Desktop. In some instances, a fuzzy search in Skylight Desktop was performed on empty string data instead of the customer’s name. This has been resolved, and customer’s names are confirmed as being used for searches to present as screen pop to agents.

CxEngage Maintenance Release 21.05.22  

All Regions

May 22, 2021 12:00 - 15:00 UTC

 

These release notes were updated on May 25, 2021 13:30 UTC.

Update: Allocation Services (NA Region)

Improvements have been made to the allocation mechanism used for incoming queue interactions on tenants in the North American region. This update follows the same release to European tenants that was completed with CxEngage Release 21.05.08.

Fix: Updating API URIs in Integration Management (Early Access)

We identified an issue with updating integrations in the early access version of Integration Management in the configuration UI. Users were unable to update an integration’s API URI field to be blank or empty. Updates have been made to allow empty API URI fields when modifying an integration.

Fix: Recurring Business Hour Exceptions for Fifth Week Dates in Month

An issue was identified with setting recurring business hour exceptions for a “last day” of a month. Previously, the exception was placed on the fourth week even when there was a fifth. For example, setting an annual exception for the last Monday in May would have resulted in the exception being entered for May 24th instead of May 31st for 2021. This has been resolved so that fifth week occurrences are considered when setting these exceptions.

Fix: Logging on to Skylight for Salesforce With SSO for Non-Default Tenant

This item was updated on May 25, 2021 13:30 UTC.

A previous version of these release notes included a fix to logging in to a non-default tenant on Skylight for Salesforce with SSO. This item was removed from the release on May 25, 2021 due to other issues and will be rescheduled for a future one.

Fix: Agent Status After Canceling Agent Initiated Outbound Call

We identified a scenario that resulted in unexpected behavior with outbound voice calls and agent status. If an agent initiated an outbound voice call from Skylight and canceled it before accepting the work offer, the agent was placed in a Not Ready status with a “Paused” reason instead of being Ready as expected. This has been resolved so that agents are placed into a Ready status after canceling the outbound call in this scenario.

Fix: Customer Accepting a Queue Callback While Call is Offered to Agent

We identified an issue with queue callbacks, specifically when a customer in queue accepted the offer of a queue callback while their queued call was being offered to an agent. In this scenario, the agent’s work offer was canceled but was not included in Historical Reporting and the agent was placed in a Not Ready state. This has been resolved so that agents are placed in a Ready state following the canceled work offer in this scenario, and the work offer is counted as Work Offer Canceled in Historical Reporting.

Fix: Work Accepted Inconsistencies Between Historical Reporting Data Sets

An issue was identified where the counts for Work Accepted may have been inconsistent across multiple data sets. For example, Work Accepted may not have matched in Queue Interval Detail and Queue Sub Interval Detail analyses if a work offer entered a queue but took a long period of time to be offered to an agent, resulting in interaction-queue and interaction-agent records to fall in different time intervals. Updates have been to the analysis queries to avoid inconsistencies in this scenario.

Fix: Incorrect Date Format in Date Filter in Historical Reporting

Previously, a manually entered date in a format other than in the selected format according to browser's language preferred format, would correct in the filter view but not return data. This has been corrected so that users can no longer apply a format different from their browser language.

For example, the following formats correspond to the selected browser language:

  • English (United States): MM/DD/YYYY
  • English (United Kingdom): DD/MM/YYYY

Update: CxQM Email Transcript Attachment Names

Updates have been made to the file names generated for CxQM digital transcripts. File attachment names now indicate the digital channel name (Name_Digital Channel Type) to identify them from other transcript types. For example, John Doe_EmailTranscript.

Update: Score Column Removed From CxQM Coaching & Elearning Activities Tab

The Score column has been removed from CxQM’s Coaching & Elearning > Activities, as it’s no longer applicable in this tab.

Fix: CxQM Playback Speed Function

An issue was identified with the playback speed function for CxQM evaluations. Attempts to modify the recording’s playback speed were unresponsive. This has been resolved so that playback speed can be modified as expected.

Fix: CxQM Chat Transcript Time Stamp Not Reflecting Selected Timezone

We resolved an issue where the chat transcript times in CxQM transcripts were not displaying in the timezone selected through QM settings.

Fix: Timestamp Missing From Email Transcripts in CxQM

Timestamps were missing from CxQM email transcripts for but are now available.

Fix: CxQM Email Transcript Showing Previous Interaction’s Transcript

An issue was identified with viewing multiple email transcripts in CxQM. If an email transcript was opened after a previous email interaction’s transcript was opened, the new window sometimes included the transcript for the previous interaction. This no longer occurs.

Fix: CxQM User Cache Partially Loading

We identified and resolved an issue where the user cache was not completely loading for a tenant, resulting in incomplete results in the Custom Search Users tab.


 


Previous Releases

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