Update: Search for Message Templates

Previously when selecting a message template in Skylight or Skylight Desktop, you had to scroll up and down the list of available templates to find the one you wanted to use. Now, you can enter a template name or template contents into the Search field and select the template from a shorter list that reflects your search results.

After accepting an SMS, Facebook, WhatsApp, or web Chat interaction, follow these steps to use the Search feature.

1. Next to the message text box, click +. A list of available templates shows.

2. In the Search field, enter the template name or contents of a message template. The list of available templates shortens as you enter characters in the Search field.

3. If necessary, navigate up and down the list using your keyboard arrows.

4. Press Enter or click the template you want to use.

5. Press Enter or click Send to send the message to the contact.

You can use the template search for interactions with contacts via SMS, Facebook, WhatsApp, and web Chat.

Entries in the search field are case sensitive and matches can be made on partial or complete entries of a template name or template contents.

Fix: Digital Transcript Availability

An update has been made to allow digital channel transcripts to remain available when an interaction terminates in an unexpected manner. This change allows transcripts to be retained regardless of how an interaction completes.

Fix: Platform Authentication Update

When creating a new user through Configuration UI, the value chosen for Platform Authentication was inverted. In some cases, this caused the email invitation sent to the user to fail until the new user's Platform Authentication method was updated manually. This issue has been resolved.

Fix: Improved Stability of Resource Allocations

To enhance the overall performance of CxEngage, changes were made to improve stability of resource allocations services. These improvements should increase stability and improve high availability of resource allocation services.

Update: Pop-Out Window Available for Audio Player

Currently the audio player is embedded within Quality Management screens and when it is used, occupies a large portion of the screen. CxQM has been updated to allow the audio player window to be viewed separately from Quality Management screens. The audio player pop-out allows you to view more information on Quality Management screens and allows for dual monitors, maximizing screen space for your applications.

The pop-out option is available from the following screens:

• Recordings > Playback

• Evaluation > Evaluations

• Coaching & E-Learning > Activities

• Dashboards > My Engage

If the audio player is in pop-out mode, the pop-out option is not available.

The audio player pop-out feature is automatically enabled. If you want to have the audio player pop-out disabled, contact support.

Update: Added List Evaluation Details to Evaluation Report

A new Primary Series option “List Evaluation Details“ has been added to the Evaluation Report. There are 41 new columns that you can add to the report. This data includes but is not limited to agent first and last name, evaluation form, date, and time, evaluator ID and state, call date, time, and duration, and the skill and section score.

You can set the Primary Series to "List Evaluation Details" in Quality Management > Reports > New Report or Run/Modify Evaluation Report.

Then, in the Reported Data section, select the header fields and header categories you want to include in the report.

When you run or export the report, the evaluation header fields and categories are reflected in the report.

If you do not want to have the custom fields enabled in your Evaluation Section, contact support to have this feature disabled.

Update: Default Twilio Extension Renamed to Browser Phone

You can now configure the WebRTC Extension Label when you enable WebRTC in the Twilio Integration.

The new option is found in Config UI at Configurations → Integrations → Twilio.

When configuring new tenants, Label will default to Browser Phone. For existing tenants, Label will remain Default Twilio extension. Only users with the tenant permission MANAGE_ALL_PROVIDERS can edit the value of WebRTC Extension Label. If you want to change it, you must do it manually.

The WebRTC Extension Label allows for the customization of what shows for the Active Voice Pathway in Skylight and the WebRTC extension in Interaction Monitoring, User Management, and User Profile.

All users in the same tenant will have the same WebRTC extension label. You cannot customize the WebRTC extension label on a per-user basis.

Update: Interaction Data Available in Evaluation Headers

An update has been released which allows the Interaction ID header field to be displayed in Evaluation forms. This field will be auto-populated with the associated call's Interaction ID information and cannot be modified. This field will display on any Evaluation Form where any Call Information field is selected for inclusion. The same is applicable for View, Modify, Export to PDF, Export to Excel and Print Options for the Evaluation Form.

Update: Drag and Drop Attachment Upload

The ability to Drag and Drop files when uploading attachments has been added to E-Learning content controls.