Release Notes

CxEngage Release 21.04.10
All Regions		April 10, 2021 12:00 - 15:00 UTC

Update: Script Tag for Chat Implementation

The tenant ID is no longer required in the script tag added to web pages when implementing the integrated web chat solution. Existing script tags do not need to be updated, but future implementations only require the App ID to be passed on. Implementation instructions have been updated to remove the data-cxengage-tenant-id=”<tenant-id>” requirement.

Update: Collect Digit Flow Notation

Updates have been made to the Collect Digit flow notation to better define how to handle callers who disconnect during a Collect Digit action.

New Parameter

• Escalate On Disconnect: If enabled, the notation throws an escalation if the customer is gone when the Collect Digit action is complete

New Output Binding

• Participant Still Connected: This field contains a binding tag that is used by the flow to confirm the participant’s connection status as true or false if:
  • Escalate On Disconnect is disabled and the caller disconnected at any point during the notation, regardless of any digits entered
  • Escalate on Disconnect is enabled and the caller disconnected after inputting some digits

Existing flows with the Collect Digit notation will continue to function with their currently designed behavior until edited to enable the escalation.

Fix: Screen Pop Searches in Skylight for Zendesk

An issue was identified with searching for screen pops in Skylight for Zendesk. If a strict search was included in the flow design prior to the work offer, the search failed. Updates have been made to resolve that issue and permit the strict search as configured. These updates also include other search behavior improvements such as permitting both AND and OR types of searches in Zendesk. Further documentation on the Screen Pop functionality is in progress and will be made available at some point following this release.

Fix: Config UI List Forms Freezing

We identified an issue when attempting to add a list item in CxEngage with a UUID value in the item’s Name or Description fields. Those fields expect a string format entry and attempts to save with a UUID value result in an expected error message. The errors resulted in the config UI page freezing and not allowing users to re-submit the form as expected. This has been resolved so that while the error is still presented, users can make edits and re-submit.

Fix: Interactions Not Being Dequeued

Some interactions were remaining on queues after they should have dequeued due to being completed, in an error state, or after an eight day period. Updates have been made to fetch impacted interactions and dequeue them, avoiding related production service issues.

Fix: Queue Data Missing in Historical Reporting

Previously, in a very specific circumstance, queue data was not appearing when building reports with queue related data sets. This has now been resolved

Fix: Scroll Bar for Agent State Monitoring Column Filters

We resolved an issue where the scroll bar was missing on columns with multiple entries in Agent State Monitoring

Fix: Agent State Monitor Filter for "Do Not Disturb Outbound"

The filter for the “Do Not Disturb Outbound” work mode was not displaying the expected results on the Agent State Monitoring page. This has been resolved so that agents in that work mode appear as expected.

Fix: Salesforce Lightning Pop Out Resulting in Agent Log Out

An issue was identified where Salesforce Lightning users were logged out of their CxEngage (and Skylight) session if the agent popped out or docked their embedded softphone during an active Skylight session. This was due to the pop out/dock action refreshing the existing session. Updates have been made to prevent the issue by disabling the pop out button during active Skylight sessions.

CxEngage Release 21.03.27
All Regions		March 27, 2021 12:00 - 15:00 UTC

Fix: Interaction Detail By Queue Not Displaying Agent Names in Historical Reporting

An issue was identified in the Interaction Detail by Agent report where any interactions that are callbacks do not have the agent's name attached.

Additionally, the following columns have been added to the data set to allow customer to filter by callbacks:

• Callback Requested

• Callback Answered

• Callback Unanswered

• Callback Time

Fix: Formatted Columns in Queue Entries in Historical Reporting

We’ve resolved formatting issues with the following columns: Date, Service Level, Average Queue Time To Answer, Queue CSAT, Disposition ID, Customer Transfer, and IVR Abandoned.

Fix: Date in Agent Performance in Historical Reporting

We’ve resolved an issue where the date column in Agent Performance report was displaying incorrectly as 12:00:00 AM.

Fix: Exporting a Crosstab PDF in Historical Reporting

Previously, when exporting a crosstab, two options to export to PDF were available. This has been resolved and now there is only one PDF export option.

Fix: Unable to View Blank Emails With Attachments in CxQM

An issue was reported with viewing blank emails in CxQM that included an attachment. While the email was available through Historical Reporting, attempts to open it through CxQM resulted in an error. This has been resolved.

CxEngage Release 21.03.13
All Regions		March 13, 2021 13:00 UTC

These release notes were updated on March 15, 2021 at 16:00 UTC

A previous version of these release notes included Click to Dial Enhancements which will be rescheduled for a future release.

Reporting API Access to CxQM Artifacts

The Reporting API artifact endpoints have been enabled with access to the CxQM artifacts and their respective URLs, file details, and participant information from the QM API.

CxEngage Release 21.03.10
Europe		March 10, 2021 20:00 UTC
North America		March 11, 2021 12:00 UTC

These release notes have been updated as of March 11, 2021 15:20 UTC.

A previous version of these release notes included Click to Dial Enhancements, Reporting API Access to CxQM Artifacts, and updates to Historical Reporting that will be rescheduled for a future release.

Reporting API Access to CxQM Artifacts

The Reporting API artifact endpoints have been enabled with access to the CxQM artifacts and their respective URLs, file details, and participant information from the QM API.

Fix: Email Addresses Containing Four or More Numbers in Skylight

We resolved the issue of the email option not showing in Skylight when searching for an address that contains four or more numbers (for example, 1234@yourcompany.com or a1b2c3d4@yourcompany.com).

Fix: Long Names for Filter and Column Values in Agent State Monitoring

Previously, if a column or filter value had a long name in Agent State Monitoring, the name was truncated and the complete name couldn’t be viewed. We’ve made updates so that when hovering your mouse pointer over the filter or column value, a tooltip shows the complete name.

Fix: Unable to View Blank Emails With Attachments in CxQM

This item was updated on March 10, 2021

A previous version of these release notes included an update to viewing blank emails in CxQM with an attachment. This item has been removed and will be rescheduled for a future release.

CxEngage Release 21.02.27
All Regions		February 27, 2021

Fix: Contact Page Searches in Skylight Desktop After Deleting a Contact

An issue was identified with searching for contacts in Skylight Desktop. If you deleted a contact in the results and scrolled to view more, in some instances the Contact page would continue searching infinitely for results. The issue occurred if the contact deleted was near the 10th multiple of the total search count, but has been resolved so that contact searches behave as expected in this scenario.

Fix: Issues With Business Hours Calendar and Versions

We identified and resolved some issues with how Business Hours rules and versions were displayed:

• Some versions were incorrectly showing as duplicated in the Configuration UI view

• Business Hours rules were duplicated on the calendar view after changing versions or loading a draft

• Editing a draft by updating the second rule and then updating the end date of the first rule resulted in a blank UI page

Fix: Recording Salesforce Activity

An issue was identified with the Salesforce integration where expired cached credentials resulted in call activity not getting written to the activity section in Salesforce unless the activity Record button had been toggled off and back on previously that day. This has been resolved so that the activity Record toggle records call activities as expected.

Fix: Product Name in User Management Email Descriptions

Previously, tenants configured with a custom Product Name showed the default product name instead of the custom product name in user management email descriptions. We’ve made updates so that the product name is either removed or replaced with username/password in these descriptions.

Fix: Recording Links in Recording and Messaging Reports

We’ve resolved an issue where call recordings were not playable in the Recording and Messaging Interaction report.

CxEngage Release 21.02.20
All Regions		February 20, 2021

Additional Metrics Available in the Interaction Detail by Agent Data Set in Historical Reporting.

The following metrics are now available for selection in the Interaction Detail by Agent data set:

• Conversation Start Timestamp
• Conversation End Timestamp

Skylight Banner Notification for Timed Out Interactions

A new Skylight banner has been added to advise of an interaction having timed out following 24 hours without a customer reply, when applicable.

Fix: Recording Salesforce Activity

This item was updated as of February 22, 2021

A previous version of these release notes included an update to recording Salesforce activity. This item has been removed and will be rescheduled for a future release.

Fix: Duplicate Records for Zendesk Fuzzy Search Pop

An issue occurred when a unique contact in Zendesk had a phone number in this format: (xxx) xxx-xxxx. When an SMS or voice interaction was created with that phone number, the pop up in Zendesk showed the same contact multiple times in the list if the format of the phone number saved was (xxx) xxx-xxxx. We've resolved the issue so the interaction auto assigns to the contact record.

Fix: Error Message in Historical Reporting

We’ve updated the data retrieval error message to indicate when global date range filters need to be adjusted. The error message now reads: Data could not be retrieved due to timeout or other error. Please restrict the date range in the global filter.

Fix: Missing Wrap Time on Second Interval in Reporting

We’ve resolved an issue where if the Agent Wrap Up Time spanned more than one interval, the second interval didn't show any wrap up time.

Fix: Add Participant Handed Off Count in Realtime Reporting

We’ve resolved an issue where the Add Participant Handed Off Count was always returning zero (0) in the Agent Queue Interval Table.

Fix: SMS Events Missing From Interaction Summary Response

An issue was identified where the following SMS events weren't showing in the interaction summary response: 

• agent-message
• customer-message

This has been resolved so that these events now show in the response and calculate the response time between an agent message and a customer message as expected.

Skylight Desktop Contact Search 21.02.13
North America		February 13, 2021

Known Issue Update: Disabled Contact Search

As previously reported, we had temporarily disabled contact searching within Skylight Desktop to investigate and resolve related issues. Contact searching is now re-enabled, and works in all scenarios except for fuzzy wildcard searches against email addresses. For example, searching q=johnsmith will not work for an email address of johnsmith@email.com, but a search for email of johnsmith@email.com will. Further updates to resolve the remaining issues surrounding fuzzy wildcard search for email addresses are in progress and will be included in an upcoming release.

CxEngage Release 21.02.13
All Regions		February 13, 2021

These release notes were updated with additional items on February 11, 2021

Fix: VoiceMessage.wav Attachments in Emails

An issue was identified where emails with attachments named VoiceMessage.wav weren't sent to the queue. Email attachments with the file names voicemail.wav and VOICEMAIL.wav were sent to the queue as expected. We've resolved the issue so that emails with attachments named VoiceMessage.wav are now sent to the queue.

Fix: Special Characters in Email Attachment Names

We’ve resolved an issue where email attachment names with a dash, underscore or space would cause the interaction to fail.

Fix: Contact Search Error in Skylight Desktop

This was added to the release notes on February 11, 2021

Previously, when an error occurred after a contact search failed in Skylight Desktop, the search query couldn’t be edited. We’ve resolved the issue so that search query can be edited to try the contact search again.

Fix: Business Hours Entity in the Check Business Hours Notation

An issue occurred in flow versions with the Check Business Hours notation that were published prior to the Business Hours V2 conversion. Clicking New Draft in the flow viewer failed to update the Business Hours input parameter in the Check Business Hours notation in some cases. Users had to manually select the Business Hours entity or create a new draft from the Flow Management page. We've resolved the issue so that the Business Hours entity is updated when clicking New Draft in the flow viewer.

Fix: End Date for Business Hours Rules

This was added to the release notes on February 11, 2021

We resolved the issue of incorrect end dates showing for business hours rules when switching between viewing rules with an end date and rules without an end date.

Fix: Updated Metric Names in Historical Reporting

We’ve streamlined metric naming in Historical Reporting data sets with the following updates: Tenant is now Tenant Name, Queue is now Queue Name and Agent is now Agent Name.

Fix: Filtering by Agent in Historical Reporting

Previously, when filtering by Agent Name in the Agent Summary Status data set, an incorrect list of metrics would appear instead of Agent Names. This has now been resolved.

Fix: Groups and Skills List Alphabetically in Historical Reporting Filters

Groups and Skills now appear in alphabetical order in the Groups and Skills filters in Historical Reporting.

Fix: Updated Error Message in Historical Reporting

We've updated the error message and added a link to navigate back to the home page.

Fix: IVR Abandoned Metric in Historical Reporting

Previously, the IVR Abandoned metric was showing a true or false value. This has been resolved so it now shows the expected value of 0 or 1.

Fix: Agent Presence Reason Summary Data Set Error Message in Historical Reporting

Previously, when trying to retrieve data for more than one month with the Agent Presence Reason Summary data set, an error message would appear. This has been resolved.

Fix: Ordering in Data Sets in Historical Reporting

Previously, Interaction Detail by Contact and Channel by Contact Data Sets were inconsistent in how they ordered data. We’ve resolved the issue so the order remains the same.

Fix: Custom Attributes in Historical Reporting

Previously, not all custom attribute values were appearing in the data table columns. This has been resolved. Also, when there is no value associated with an attribute, the word “null” appears rather than a blank value.

Fix: Empty Message With Invalid Date for Web Chat

This was added to the release notes on February 11, 2021

An issue occurred in web chat interactions when a customer replied to a message sent by the Collect Message Response notation in the flow. If the agent was a participant in the interaction when this happened, the agent received an empty message that showed Invalid Date. We’ve resolved the issue so that the agent receives the customer’s response with the correct timestamp instead.

Fix: Selected Transfer Lists for the Assign Transfer List Notation

This fix was released in a previous release on January 7, 2021.

An issue occurred in flow drafts when at least one transfer list was selected in the Assign Transfer List notation. After publishing the flow, the selected list didn't show in the notation. We've resolved the issue so the selected transfer lists show in the notation’s configuration.

CxEngage Release 21.01.30/21.02.13
Europe	January 30, 2021
North America	February 13, 2021

These release notes were updated on February 4, 2021 at 19:45 UTC.

Outbound Caller ANI for the Queue with Media and Offer Queue Callback Flow Notations

This was added to the release notes on February 4, 2021 at 19:45 UTC.

We've added an Outbound Caller ANI parameter for callbacks in the Queue with Media and Offer Queue Callback flow notations. This parameter allows you to enter an Outbound Caller ANI to use when calling a customer back. By default, the contact point (interaction/contact-point) is used as the outbound caller ANI. Enter custom Outbound Caller ANIs in E.164 format as an expression (for example, "+15065551234”)

The Outbound Caller ANI is used for dialing the customer only. Agents see the configured outbound ANI from the Resource Flow or Work Offer Flow notations

Fix: Callback Requests Created Without a Confirmed Phone Number

An intermittent issue was identified where callback requests were created when the caller requested a callback but disconnected before confirming the callback number. We've resolved the issue so that the callback request isn't created unless the caller confirms or enters their callback number.

Fix: Queue Name for Interactions Transferred to a Queue in Skylight

This was added to the release notes on February 4, 2021 at 19:45 UTC.

An issue occurred where interactions that were transferred to a queue showed the original queue name to the second agent instead of the transfer queue name. This also occurred if the original queue was a fallback queue. If the interaction wasn't initially in a queue (for example, for agent initiated interactions), no queue name was displayed after the interaction was transferred. This issue was resolved so that the transfer queue name is displayed in these scenarios.

Fix: Queue Name Doesn't Show in Skylight and Realtime Reporting for Fallback Queue

This was added to the release notes on February 4, 2021 at 19:45 UTC.

An issue occurred when using the Queue Resource with Media notation with a Fallback Queue selected. When an interaction was placed in the specified fallback queue, the queue name didn't show in realtime reporting tables or in Skylight after the interaction was accepted by an agent. We've resolved the issue so that the Fallback Queue name shows in Skylight and realtime reporting in this scenario.

Fix: Errors When Accepting Work Items Nearing 7-Day Time to Live (TTL) in Skylight

This was added to the release notes on February 4, 2021 at 19:45 UTC.

An issue occurred when agents accepted work items that were close to ending due to the 7-day Time to Live for these interactions. If an agent accepted the work item before it ended, but took action (for example, selected it, attempted to send a reply), an error was presented and the agent couldn't complete the interaction. We've resolved the issue so that 12 hours is added after the agent accepts the work item so they can complete the interaction.

Fix: Queue Callback Requested Count in Realtime Reporting

This was added to the release notes on February 4, 2021 at 19:45 UTC.

Previously, when using the Realtime Stats flow notation the queue-callbacks-requested-count would always return a result of 0. It now shows the correct count of requested callbacks.

CxEngage Release 21.02.05
North America		February 5, 2021

Known Issue: Disabled Contact Search

We are temporarily disabling contact searching within Skylight Desktop. This temporary update is required while we complete necessary platform performance improvements and will be re-enabled once those are complete.

This update does not impact contact searches through a flow notation’s configuration, or contact searching in a third-party CRM.

 

CxEngage Release 21.01.30
All Regions		January 30, 2021

Early Access: Updated Capacity Rules Management Page

We are pleased to announce that an updated version of the Capacity Rules Management page is now available for early access. The upgraded page contains general improvements and can be enabled on the Early Access Features page in the configuration interface.

Contact API Limits

This release note was updated on January 30, 2021 at 13:30 UTC

We’ve updated the maximum number of contacts and contact attributes permitted per tenant:

• 500 contact attributes

• 10,000,000 contacts

Update: Warning Message when Disabling Platform Authentication for a User

We've added a warning message in User Management that is displayed when either:

• Platform Authentication for a user is changed to Disabled, or

• Platform Authentication for the tenant is Disabled and then Platform Authentication for the user is changed to Use Tenant Default

Now, a message is presented specifying that if the user has any active sessions where they are currently logged in with CxEngage credentials, the sessions are immediately invalidated.

Update: Event Filter for Flow Debug Logs

We’ve updated the flow debug logs to include an Event filter next to the word wrap button. This filter includes a list of each unique event type that is present in the response. It also includes an All option to view all event types.

By default, All is selected. To filter the response to only include a specific event, select the event from the list. A new search keeps that event selected if it exists in the response. If it does not, All is selected.

Update: Hiding System Messages for Integrated Chat

We've made updates to the integrated chat solution to hide system messages from customers and agents while providing data to the chat client, such as an Interaction ID.

Update: Interaction Metadata in Integrated Chat

We've made updates so that additional scripts can be added to a web chat's website to collect interaction metadata (for example, customer name) on interaction creation for use in Flow.

Fix: Horizontal Scroll Bar for Emails in Skylight

An issue occurred after clicking Reply on emails in Skylight that had content that was wider than the screen (for example, a large image). A horizontal scroll bar didn’t appear so all the content couldn’t be seen. This has been resolved so that a horizontal scroll bar appears in this scenario.

Fix: Early Access Features Page Not Loading When Branding Styles is Null

Previously, when styles for a tenant’s branding was set to “null” in the API, the Early Access Features page wouldn’t load in the configuration interface. The issue has been resolved so that the Early Access Features page now loads in this scenario.

Fix: Collect Message Response for SMS and Facebook

An issue occurred when customers sent a Facebook or SMS message that was received on a flow with the Collect Message Response notation. When the Collect Message Response sent a message back to the customer and the customer replied, the flow didn’t recognize the response and timed out. As a result, the customer was disconnected. This issue has been resolved so that the customer’s response is recognized and the interaction continues as expected.

Fix: Viewing Custom Attributes in Reporting

Custom Attribute values will be truncated when viewing in Historical and Realtime Reporting if they are over 255 characters.

Fix: Scheduled Reports and Dashboards in Historical Reporting

We have resolved an issue where some scheduled reports and dashboards failed to send to the user.

Fix: Edit Filters Buttons in Historical Reporting

We’ve resolved an issue where the Edit Filters buttons were missing the Edit Filters text.

Fix: Delays When Typing Names for Rules in Business Hours V2

We resolved the issue of delays that occurred when typing the names for rules in Business Hours V2 versions. This issue mainly occurred for business hours that were migrated from Business Hours V1 to Business Hours V2.

CxEngage Release 21.01.23/21.01.30
Europe	January 23, 2021
North America	January 30, 2021

Business Hours V2

We are excited to announce an updated experience for managing Business Hours. This enhanced version of Business Hours replaces the current Business Hours. With business hours, you can define the regular hours of your business, extended hours, and blackout exceptions. You can then configure your flow to check whether your business is open or closed.

The new Business Hours features these enhancements:

• An updated interactive design with full pages instead of side panels

• Versioning with published versions, drafts, and the ability to copy versions to different Business Hours on the tenant

• The option to share Business Hours with child tenants. Shared Business Hours can be unshared. If a flow references an inherited Business Hours that is later unshared, the Check Business Hours flow logic continues as if it were disabled.

• Advanced rules for Recurring Regular Hours and Blackout Exception rules, One-Time Extended Hours and Blackout Exception rules, and partial day with multiple time intervals (for example, 8am-11am and 1pm-5pm). Hours and exceptions can have overlapping dates and times.

• An updated Check Business Hours notation with more flexible configuration options

• More API requests available to use with business hours. The API requests for Business Hours V2 use V2 in the endpoint instead of V1.

Please note the following on converting Business Hours V1 to V2: Your existing business hours configuration is automatically converted from V1 to V2 with no action required on your part. See Business Hours V1 to Business Hours V2  Configuration Conversion for more information on what your existing business hours configuration will look like in V2. Any Check Business Hours notations in flows are automatically converted from V1 to V2 with no action required on your part. See Check Business Hours Flow Notation for more information on what your existing Check Business Hours notation configuration will look like in V2. There are several new and updated API requests. If you use the API for business hours, you must update your API requests to use the V2 endpoints. For more information on what happens if you continue to use the V1 endpoints see API Requests. Find the API documentation for all the V2 endpoints here. If you use the CxEngage API Request flow notation for business hours in flows, you must update it to the REST Request: Generic notation so that you can use the V2 endpoints. For instructions on how to make the update, see Updating CxEngage API Request Flow Notation to REST Request: Generic for V2.

 

CxEngage Release 21.01.23
North America		January 23, 2021

This fix was released to the European region on January 16, 2020.

NORTH AMERICAN REGION: There is potential for loss of data on outbound email interactions sent by agents in North American tenants during this window, between 04:00 - 05:00 UTC. To prevent any loss of data, agents should wait to initiate or reply to any active email interactions until after this time. Agents should also refrain from refreshing their browser or otherwise ending an active email interaction during this time to ensure data retention.

Fix: Failing Email Interactions

We’ve resolved an issue where UTF-8 characters in file names for email attachments caused email interactions to fail.

Historical Reporting Release 21.01.23
All Regions		January 23, 2021.

Some of the following fixes and updates apply to newly created items only (for example: analyses, dashboards, reports, visualizations). Release fixes and updates below marked with an asterisk (*) will only be visible on items created following this release.

*Email Transcripts Available in More Data Sets in Historical Reporting

We are pleased to announce email transcripts are now available in the following data sets:

• Recordings and Messages by Agent

Email transcripts appear in the Recordings and Messages column.

• Recordings and Messages by Interaction

Email transcripts appear in the Recordings and Messages column.

• Messaging Detail

Email transcripts appear in the Messaging Transcripts column.

Queue Sub Interval Detail Data Set in Historical Reporting

The Queue Sub Interval Detail data set is now available. This data set summarizes the interactions that entered each queue by channel for the given period of time (interval). The interval in this data set is a 15 minute time interval, in your tenant's timezone.

Global Filters in Drop-Down in Historical Reporting

Previously when applying filters to a data set the filters were visible at the top of the page. These filters (Tenant, Date, Timezone, Channel, Group, Skill, Direction, Flagged) are now available in a drop-down for improved loading time. To access the filters click Edit Filters.

Groups and Skills Filters in Author Report in Historical Reporting

The groups and skills filters were made visible in Author Report but were not functional. These filters are now functional.

Fix: Sliding Date Filter in Historical Reporting

Previously when configuring the Sliding Date filter to Today for a scheduled report, the date filter would revert to Yesterday. This has been resolved.

Fix: Resizing Columns in Dashboards in Historical Reporting

Previously, when resizing columns in a dashboard, the columns would all resize to a large width. This has now been resolved.

Fix: Sliding Date Filter in Historical Reporting

Previously, when using the sliding date filter for Last Month and Last Week in Author Report and Dashboards, an exclamation ( ! ) mark would appear beside the current filter list. This has been resolved.

Fix: Date Filter with Interaction Detail by Contact Data Set in Historical Reporting

Previously, when building a report with the Interaction Detail By Contact data set and applying the global date filter, the final report would not include any date filtering. This has been resolved so the report generates with the data for the selected date range.

Fix: Child Tenants Appearing in Tenant Filter in Historical Reporting

Previously, when a child tenant was moved to another parent tenant, bookmarked items (for example: analysis, dashboard, report) including that child tenant would still show that child tenant as available in their Tenant filter list. Even though the child tenant appeared, the filter could not be used to retrieve data. This has been resolved so the child tenant no longer appears.

Fix: Tenant Timezone Overriding Global Filter in Historical Reporting

Issues were identified where data was returning only for the tenant timezone and not the timezone selected in the Timezone global filter. This has been resolved.

Fix: Unselected Tenant Filter in Historical Reporting

Previously, it was possible to create an analysis without having a tenant selected in the Tenant filter. This has been updated so you must select a tenant to create an analysis.

Fix: Quotation Marks in Filters in Historical Reporting

An error occurred with retrieving data when filtering on Skill, Group, or Tenant name that included quotation marks ( “ ). This has been resolved so the data now returns.

Fix: Groups and Skills Global Filters in Historical Reporting

We’ve resolved an issue with unselected groups and skills remaining selected in the global filters in Analysis.

Fix: Message Detail Not Loading Data in Historical Reporting

This issue was fixed in a previous release.

Previously, when trying to create a table with the Message Detail data set, the table would not load. This has now been resolved.

Fix: Metrics Displaying Zeroes in Historical Reporting

This issue was fixed in a previous release.

Previously, when building an Interaction Detail by Queue data table the metrics Queue Abandons and Agent Hold Time displayed zeroes. This has now been resolved so the values appear.

CxEngage Release 21.01.23
All Regions		January 23, 2021

Fix: Inaccurate CSAT Score Reported

We've resolved an issue where the agent's CSAT score was inaccurate upon logging in to Skylight.

Fix: Error Playing Media While Conferencing In Customers

An intermittent error occurred when attempting to play a short piece of media on loop from a media list at the same time as conferencing a customer into a conversation. We've made improvements so that the majority of these exception errors no longer occur.

Fix: Error Playing Media from a URL in a Flow

Previously, when setting a media source to a URL and then attempting to play that media in a flow, “An error has occurred” was played back instead. This issue has been resolved so the configured media from the URL is played.

CxEngage Release 21.01.16
European Region		January 16, 2021 04:00 - 08:00 UTC

This fix will be released to tenants in the US region in a future release window.

EUROPE REGIONS: There is potential for loss of data on outbound email interactions sent by agents in EU tenants during this window, between 04:00 - 05:00 UTC (22:00 - 23:00 CST January 15). To prevent any loss of data, agents should wait to initiate or reply to any active email interactions until after this time. Agents should also refrain from refreshing their browser or otherwise ending an active email interaction during this time to ensure data retention.

Fix: Failing Email Interactions

We’ve resolved an issue where UTF-8 characters in file names for email attachments caused email interactions to fail.

CxEngage Release 21.01.13
All Regions		January 13, 2021

Fix: "NaNh" Showing as Time Value for Script Notifications in Skylight

An issue occurred with the time value presented when a script notification was received before accepting a work offer. The time value showed “NaNh”. We’ve resolved the issue so that a time value isn’t presented for the script notification when it’s received before accepting a work offer.

Fix: Selected Active Version Not Showing in Capacity Rules Management

Previously, after selecting an active version in a capacity rule and then saving it, the selected active version wasn’t listed in the column on the Capacity Rules Management page. Instead, the Active Version column was empty. We’ve resolved the issue so the selected active version is listed in the column.

Fix: Email Transcripts in Skylight

When viewing an email transcript associated with a contact in Skylight, the transcript now opens in an iframe.

Fix: Duplicate Interactions in Queue Table

Previously, if you had two Interactions in Queue Table in a custom realtime dashboard, you were unable to remove them from the table. This has now been resolved.

Fix: Custom Attributes Columns Remaining Between Custom Dashboards and Tables

We’ve resolved an issue where the selected view of custom attributes in a table or dashboard would remain when navigating to another dashboard or table in realtime reporting.

Fix: Recording Toggle in Skylight When "Record" is Enabled in Flow

An intermittent issue occurred where the recording toggle in Skylight wasn’t enabled after accepting a voice interaction even though Record was enabled in the Conference Customer In flow notation. The call recorded as expected, but agents were unable to determine based on the toggle. This issue has been resolved so the recording toggle is on (enabled) in Skylight in this scenario.

CxEngage Release 21.01.07
All Regions		January 7, 2021

This release notes were updated on February 5, 2021

Script Flow Notation Updates: “Automatically submit after timeout” and “Automatically dismiss without warning”

The Script flow notation has a new Automatically submit after timeout option with a configurable timeout. When you select this option, an open script automatically submits itself and then exits the Script notation normally after a configurable amount of time. The script has an exit-reason of script-timeout.

The existing Automatically dismiss without warning script option now has an exit-reason of script-auto-dismissed when an open script automatically dismisses itself.

The default exit-reason is user-submitted, which occurs when the script is submitted by an agent clicking Submit on the script.

Important notes:

• The Automatically submit after timeout option automatically submits itself after a specific amount of time. The Automatically dismiss without warning option automatically submits itself when the agent leaves the interaction.

• The Automatically submit after timeout timer is disabled when wrap-up starts.

• You can enable the Automatically submit after timeout and Automatically dismiss without warning options in the same Script.

• If Script Reporting is enabled, the current values at the time of auto-submission for the Freeform Input, Dropdown, Scale and Checkbox types of script components are available to the flow and historical reporting.

Early Access: Updated Identity Providers Page

We are pleased to announce that an updated version of the Identity Providers management page is now available for early access. The upgraded page contains general improvements and can be enabled on the Early Access Features page in the configuration interface.

Fix: Selected Transfer Lists for the Assign Transfer List Notation

This added to the release notes on February 5, 2021.

An issue occurred in flow drafts when at least one transfer list was selected in the Assign Transfer List notation. After publishing the flow, the selected list didn't show in the notation. We've resolved the issue so the selected transfer lists show in the notation’s configuration.

CxQM Release 20.12.13
All Regions		December 13, 2020

Fix: No Data for Per Question Data and Detailed Answer (All) Evaluation Reports in CxQM

An issue was identified for CxQM evaluation reports with the following settings:

• Per Question Data
• Score : Average % / Average Points / Error Rate
• Answer Detail: All / Error
• Primary Series : Agent/Group/Evaluator/None

When the report was run, the headers showed, but it contained neither data nor a message that specified if there wasn't any data. This has been resolved so the data is displayed. If there is no data, the message "There is nothing to display" is presented.

Fix: Recording Playback Speed in CxQM

An issue occurred when playing a recording on the Recording tab at an increased speed. When double-clicking the recording, the recording played correctly at the increased speed. When clicking Evaluate and trying to play the recording again at the increased speed, the recording played at the regular (1.0x) speed instead. We’ve resolved the issue so the recording plays at the increased speed.

Fix: Re-enabling Disabled Users

An issue was identified with re-enabling disabled CxEngage users who use CxQM. CxQM was considering the re-enabled user to be a duplicate user with the same email address as the original user, resulting in an error when attempting to add groups to the user’s profile. Updates have been made so that CxQM doesn’t consider the re-enabled user to be a duplicate, resolving the issue.

Fix: Downloading E-Learning and Evaluation File Attachments

An issue was identified with the file download path for some tenants resulting in those users being unable to download e-learning and evaluation file attachments. Updates have been made to the storage paths for those tenants that allow attachments to be uploaded and downloaded as expected.

CxEngage Release 20.12.12
All Regions		December 12, 2020

Fix: Queue Exit Counting Abandoned Call in Reporting

We’ve resolved an issue where using the exit queue notation to remove a call was showing as an abandoned call.

Fix: Last Agent Disconnected First Metric in Historical Reporting V2

Previously, the Last Agent Disconnected First metric displayed a 2 when it should only have a value of 0 or 1. This has now been resolved.

Fix: Inaccurate Interaction in Queue Count in Realtime Dashboards

Previously, in a specific circumstance, the Interactions in Queue count would show one more interaction than the interactions listed. This has now been resolved.

Fix: Queue Exit Counting Abandoned Call in Historical Reporting

We’ve resolved an issue where using the exit queue notation to remove a call appeared as an abandoned call.

Fix: IVR Interactions-In-Routing List in Realtime Reporting

An issue was identified where the Interaction API was returning results that included the previous year’s data. This has been resolved.

Fix: IVR Abandoned

Previously, interactions that abandoned before IVR were not included as an IVR Abandoned. With this release, interactions that abandoned before IVR will be included as IVR Abandoned.

Old interactions will still be marked incorrectly. This will be resolved in an upcoming release.

Fix: Custom Attribute Value in the Interactions in Queue Realtime Dashboard

Previously, the Custom Attribute value in the Interactions in Queue realtime dashboard was showing the combined values of all Assign Interaction Attribute flow notations (separated by commas). Now the Custom Attribute value in the Interactions in Queue realtime dashboard shows the value from the last Assign Interaction Attribute flow.

CxEngage Release 20.12.09
All Regions		December 9, 2020

Fix: Queue Data in Historical Reporting

Previously, in a specific circumstance, some queue-related data from November 25 - December 8, 2020 was not appearing. This has now been resolved.

CxEngage Release 20.12.08
All Regions		December 8, 2020

Fix: Metrics Not Appearing in Historical Reporting

We've resolved an issue with columns not displaying values in Historical Reporting.

CxEngage Release 20.11.30
All Regions		November 30, 2020

Fix: Skylight Error Handling

We’ve made updates to focused error handling that resolve 4005/4006 error messages that some users may have experienced.

Fix: Custom Attributes in Custom Realtime Dashboards

We’ve resolved the following known issues in custom realtime dashboards:

• custom attributes unavailable in the Columns drop-down editor.

• an error message - results not found appearing when editing the dashboard.

• enabled custom attributes appearing available for selection but you could not add them.

CxEngage Release 20.11.24
All Regions		November 24, 2020

Update: Option for Former Access Controlled Historical Reporting (V1) Removed

The option to view and manage access controlled reports for Historical Reporting through Reporting > Access Controlled Reports is no longer available. Access control for Historical Reporting V2 is managed with permissions. More information can be found here: About Access Controlled Reports in Historical Reporting

Update: Option for Former Historical Dashboards (V1) Removed

The option to access Historical Dashboards through Reporting > Historical Dashboards is no longer available. Dashboards can be created and viewed in Reporting > Historical Reporting.

Update: V2 Removed from Historical Reporting V2

We’ve now updated Reporting > Historical Reporting V2 to Reporting > Historical Reporting.

Fix: Interaction Monitoring Timeout Error

Previously, a timeout error appeared when monitoring an interaction. This issue has been resolved.

Fix: Channel Filter Hides Busy Agents in Agent State Monitoring

An issue was identified where agents in the Busy state were hidden when changing the Channel filter from All to Voice even if they were handling voice interactions. This issue has been resolved so that the Channel filter doesn’t filter out Busy agents.

CxEngage Release 20.11.20
All Regions		November 20, 2020

This was added to the release notes on November 25, 2020 at 20:30 UTC.

Fix: Issues With Multiple Collect Message Response Notations for Chat

We identified an intermittent issue with chat interactions on interaction flows that use multiple subsequent Collect Message Response notations. In some of these interactions, the subsequent message response was not captured. This was a result of interaction metadata updates being executed out of order, and has been resolved to no longer occur.

CxEngage Release 20.11.19
All Regions		November 19, 2020

Fix: Reports Not Loading After Date Change in Historical Reporting

Previously, existing reports would not reload after applying a new date. This has been resolved.

Fix: Error Message in Historical Reporting

We’ve resolved an issue where the following error message appeared when reloading items in Analysis: One or more tables or columns not available.

CxEngage Release 20.11.18
All Regions		November 18, 2020

Fix: Existing Items Not Loading in Historical Reporting

We’ve resolved an issue with existing items (for example, analyses, dashboards, reports, and visualizations) not loading.

CxEngage Release 20.11.17
All Regions		November 17, 2020

Access Control in Historical Reporting V2

We are pleased to announce Access Control is now available in Historical Reporting V2.

Access control provides an option to explicitly share reports, analyses, dashboards, and folders with users who have any role with the ASSIGNED_REPORTS_READ permission. This permission is included in the default Administrator and Access Controlled Supervisor roles.

View access controlled reports by going to Reporting > Historical Reporting V2 and clicking on the Shared with Me folder.

Update: Permission Added to Access Control Supervisor Role

The Access Control Supervisor role now includes the CONFIG_REPORTING_BI_VIEW PERMISSION. Users with the CONFIG_REPORTING_BI_VIEW PERMISSION can see the Historical Reporting menu option under the Reporting menu in the configuration user interface.

Fix: Increased Timeout for Large Data Sets in Historical Reporting V2

The timeout for data retrieval has been extended to allow users to retrieve larger periods of data than previously.

CxEngage Release 20.11.16
All Regions		November 16, 2020

Fix: Call Recording Toggle

An intermittent issue was identified with the call recording toggle in Skylight. In some instances, the recording toggle appeared disabled. In these instances, the call was recorded as designed in the interaction flow, but agents could not stop/start recording during the call. Updates have been made to recording action signals that resolve this issue.

CxEngage Release 20.11.09
All Regions		November 9, 2020

Removing Prechat Capture Messages in the Configuration Console

We previously released the ability to remove the prechat capture message for chat widgets through the API. With this release, you can also remove prechat capture messages through the configuration UI along with the other customizable settings.

To select or remove the prechat capture message for your chat widget:

1. Go to Configuration > Chat Widgets.

2. Select your chat widget, or create a new one.

3. Select Name, Email, or None for the Prechat Capture option.

4. Save.

Updated Twilio Regions

We’ve made the following updates to the Twilio regions presented in Default Region drop-down menu for the Twilio integration:

Regions added:

• Interconnect – Australia (Sydney)

• Interconnect – Germany (Frankfurt)

• Interconnect – Japan (Tokyo)

Region removed:

• US West Coast (Oregon)

Updated display labels:

• Interconnect -US East is now labeled as Interconnect – US East Coast (Virginia)

• Interconnect – US West is now labeled as Interconnect -US West Coast (Oregon)

Update: In Queue Time Format in Realtime Dashboards

Previously, the In Queue Time metric formatted in hours, minutes, and seconds (hh:mm:ss). This has been updated to include the day and now formats as days, hours, minutes, and seconds (dd:hh:mm:ss).

Fix: Agents Without Assigned Skills or Groups Don’t Show in Agent State Monitoring

An issue occurred in Agent State Monitoring for agents who didn’t have any groups or skills assigned to them. When they had an active Skylight session, they weren’t listed in Agent State Monitoring even when the corresponding filters were set to All. Now, these agents are listed when the filters are set to All.

Fix: Column Filters Reset After Navigating Away from Agent State Monitoring

Previously, after setting filters on columns in Agent State Monitoring and then navigating away from the page, the filters were reset when returning to the page. We’ve resolved the issue so the filters remain as configured when returning to Agent State Monitoring.

Fix: Interaction Monitoring with Web RTC Error Message

Previously, when monitoring an interaction with the WebERTC extension an error message appeared immediately. This has now been resolved.

Fix: Groups and Skills Filters in Realtime Dashboards

Previously, groups and skills appeared by order of uppercase and then lower case in the drop-down filters in Realtime dashboards. This has been resolved so they now appear in alphabetical order.

Fix: In Conversation Time Metric in Realtime Dashboards

Previously, the In Conversation time metric displayed in a date timestamp. This is corrected and displays the length of time active interactions have been in conversation.

Fix: Loading Icon in Realtime Dashboards

Previously, when modifying a widget and clicking Update, the dashboard would show as loading. This has been resolved so the widget updates.

Fix: Error Message When Disabling Mandatory Contact Attributes

Previously, when attempting to disable a mandatory contact attribute, an error message displayed but it didn’t describe what caused the error. We’ve updated the error message to state that mandatory contact attributes cannot be made inactive.

Fix: Platform Role Selection Ignored For New Users

This issue was fixed in a previous release.

Regardless of which platform role was selected when creating a new user, “Platform User” was saved in the user’s configuration. We’ve resolved the issue so that the platform role selected is the same role that is saved.

Fix: Error When Updating SMTP Port for Email Integrations (Integration Management - Early Access)

The following error was presented when attempting to update the SMTP Port for an email integration on the early access Integration Management page: “Failed to update integration. 400: Must be a non-blank string”. We’ve resolved the issue so that the email integration successfully saves valid SMTP Port updates.

Fix: Displaying Disabled Listeners for Disabled Integrations (Integration Management - Early Access)

If an integration was disabled in the early access version of the Integration Management page, connected listeners were also disabled as expected. However, the status did not reflect the change until the page was refreshed. Updates have been made to present the listeners as disabled as soon as their integration is disabled.

Fix: Required Property Fields for Integrations (Integration Management - Early Access)

Previously, integrations on the Integration Management early access page could be saved when required fields were empty in the Properties section. We’ve resolved the issues so that an error message is presented and the integration can’t be saved until a value is entered in the required fields.

CxEngage Release 20.11.05
All Regions		November 5, 2020

Fix: Parent Tenant No Longer Retaining Historical Data After Child Tenant Removal in Historical Reporting V2

Previously, in a specific circumstance, moving a child tenant to a new parent tenant allowed the previous parent tenant access to historical data for the child tenant. This has now been corrected.

CxEngage Release 20.11.03
All Regions		November 3, 2020

These release notes have been updated with new information as of November 4, 2020 18:00 UTC.

Email Transcripts Available in Historical Reporting V2, Skylight, and CxQM

We are pleased to announce that email transcripts are now available for Historical Reporting V2, Skylight, and CxQM.

To access and use email transcripts:

• Historical Reporting V2: Create a custom report in Analysis with the Interaction and Interaction Agent data sets. A tutorial outlining how to create this custom report can be found here.

• Skylight: In the Customer Management Panel for a contact, click History to view transcripts for their email interactions. Email transcripts are indicated with an envelope icon ( ).

• CxQM: Access email transcripts in CxRecord and CxEvaluate. Email interactions are included in the Recording > Playback screen along with your existing Voice interactions. Clicking on an email interaction will open the email’s transcript. Evaluations can be completed on email interactions in the same manner as with voice calls.

Fix: Category Name Doesn’t Show for Contact Layouts in Skylight

This item was added to the release notes on November 4, 2020 18:00 UTC

An issue occurred where a category name didn’t show for contact layouts in Skylight if there wasn’t a translation for the language selected. We’ve resolved the issue so that if there isn’t a translation for a category name, the English-United States (en-US) name shows.

CxEngage Release 20.11.02
All Regions		November 2, 2020

Removing Prechat Capture Messages in Chat

The "prechat" message used by the chat widget to capture either a customer name or email address at the start of a chat conversation can now be removed through an API request and left blank if desired. When the prechat option is removed, the customer name is displayed to the agent as Customer in lieu of a name or email address and is updated to the customer's proper name after the interaction is assigned to a contact.

To remove the prechat capture message, set the prechatCapture parameter as "none" in your POST or PUT request to create or update your web chat integration.

• For example, here's a PUT request to remove the prechat message from an existing web chat integration: 
  
  

Removing prechat capture messages is currently only available through the API. We are working on providing this customization feature through the Chat Widget branding configuration in the future. Prechat capture text is still not customizable. You can request a customer's name, or email address, and now the added option of removing the question entirely.

CxEngage Release 20.11.01
All Regions		November 1, 2020

Fix: Duplicate Notations Displayed on Flow Designer Panel

We resolved the issue of Interaction Control notations showing multiple times in the Flow Designer panel. Now, each notation only shows once.

CxEngage Release 20.10.30
All Regions		October 30, 2020

These release notes have been updated with new information as of November 3, 2020 02:30 UTC.

Fix: Author Dashboard Data Not Loading in Historical Reporting V2

We’ve resolved an issue where some users were not able to view data in dashboards.

Fix: Custom Attributes Not Appearing in Custom Realtime Dashboards

This item was added to the release notes on November 3, 2020 02:30 UTC

We've resolved the issue of custom attributes not showing in custom Realtime dashboards.

Known Issues

The following intermittent known issues may still occur and will be addressed in a future release. These issues occur when displaying and editing custom attributes in a custom realtime dashboard that contains the Interactions in Queue table:

Issue	Workaround
In some instances, you are unable to view enabled custom attributes in the drop-down Columns editor while editing the dashboard.	Edit the dashboard, recreate the table, and save the dashboard. When you open the custom dashboard, the custom attributes appear.
In some instances, a No results were found message appears when editing custom attributes in a table or custom dashboard.	N/A This does not impact functionality.
In some instances, enabled custom attributes are available for selection as a column under Add Custom Attributes, but you cannot add them.	Click the X beside the listed custom attributes and then try to re-add them.
Currently, if you have two Interactions in Queue tables in a custom realtime dashboard, you are unable to remove the custom attributes from the table.	N/A

CxEngage Release 20.10.29
All Regions		October 29, 2020

These release notes were updated on October 29, 2020.

A previous version of these release notes included an additional item that will now be released separately.

Some of the following fixes and updates apply to newly created items only (for example: analyses, dashboards, reports, visualizations). Release fixes and updates below marked with an asterisk (*) will only be visible on items created following this release.

*Update: Queue Time To Answer Metric in Historical Reporting V2

The Queue Time To Answer metric is now available in the Interaction Detail By Queue data set. This metric displays the time from when an interaction enters a queue until the work is either accepted by an agent or the caller abandons. This is only for the first queue entry.

CxEngage Release 20.10.27
All Regions		October 27, 2020

Fix: Missing Data in Analysis in Historical Reporting V2

We've resolved an issue where data was not showing in analyses that contain data for the selected date period.

If you continue to experience data not displaying, we recommend that you try the following: (1) Under the global filters in the analysis, click Apply. (2) Log out of CxEngage. (3) Log back in. Alternatively, clear your browser cache.

 

CxEngage Release 20.10.23
All Regions		October 23, 2020

Fix: “Click to accept interaction” Displayed After Agent Accepts Interaction in Skylight

We resolved the issue of the message “Click to accept interaction” showing after agents accepted interactions in Skylight.

CxEngage Release 20.10.23
All Regions		October 23, 2020

This release was previously scheduled for October 14, 2020.

These release notes were updated on October 27, 2020.

A previous version of these release notes included additional items that will now be released separately.

Some of the following fixes apply to newly created items only (for example: analyses, dashboards, reports, visualizations). Release fixes below marked with an asterisk (*) will only be visible on items created following this release. Existing items will be updated on an ongoing basis following this release.

Update: Custom Attributes Metrics in Historical Reporting

The following columns are now available for selection in the Interaction, Interaction Detail, and Script Detail data sets:

• Custom Attributes
• Attribute Name
• Attribute Value
• Hook Sub Type

Update: Recording and Messaging By Agent Data Set in Historical Reporting

This release note was added on October 27, 2020.

The Channel metric is now selected by default in the Recording and Messaging By Agent data set in Analysis.

Update: Work Accepted and Work Rejected Metrics in Historical Reporting V2

This release note was added on October 27, 2020.

The metrics Work Accepted and Work Rejected are now preselected by default when using the Recordings and Messaging by Agent data set.

*Fix: Interaction Detail by Queue Report in Historical Reporting V2

Previously, in the Interaction Detail by Queue report, the Queue Abandon Time metric was showing only 00:00:01 values. The metrics Queue Abandon Time Avg, Queue Abandon Time Min, and Queue Abandon Time Max were all showing the same values. These issues have been resolved.

*Fix: Adding Columns to Visualizations in Historical Reporting

Previously, when adding a column to a visualization, the data would no longer appear. This has been resolved so the data appears.

*Fix: Improved Analysis Efficiency in Retrieving Data in Historical Reporting V2

We’ve improved analysis efficiency allowing users to retrieve larger periods of data.

Fix: Modifying Dashboards in Historical Reporting

Previously, when modifying dashboards (for example: changing global filters, creating a crosstab) the data would no longer appear. This has been resolved so the data appears.

CxEngage Release 20.10.22
All Regions		October 22, 2020

Queue API Responses Updated With "queuePlatformId" Parameter

The queue related REST API endpoints have been updated to include a new parameter within response payloads called platformQueueId.

The platformQueueId is an integer value that third-party Workforce Management (WFM) systems who can’t use CxEngage UUIDs can use to associate with the queue. The value is generated by CxEngage when the queue is created and cannot be manually assigned or updated.

The CxEngage REST API documentation has been updated to include the new parameter in the sample responses for:

• Creating a queue
• Creating a new version for a queue
• Setting the queue version
• Updating a queue
• Getting a queue
• Getting a version of a queue
• Getting all versions of a queue, and
• Getting a list of all queues

CxEngage Release 20.10.09
All Regions		October 9, 2020

Proactive Chat

We’ve added proactive chat ability to the web chat client (chat widget). Proactive chat produces an automatic chat bubble with specified text after a defined length of time. For example, you can configure your chat widget to initiate a chat message offering assistance to someone who has been on the webpage for a minute.

Proactive chat is configured internally for your tenant. To have this added to your webpage and chat widget, please contact your CxEngage account representative.

CxEngage Release 20.10.08
All Regions		October 8, 2020

These release notes were updated on October 8, 2020 at 15:15 UTC

Audio Output Preferences in Skylight

You can now select audio output settings in the Preferences menu in Skylight. In Audio Output, you can select the output device you want to use for:

• Media: Recordings and notifications
• Ringtones: The ringing sound for incoming calls
• Voice: Standard speaker sounds (for example- the customer’s voice on a call).

This menu is only available for agents who have a Twilio extension selected. Audio Output is currently supported for Chrome and Edge browsers only. Ensure that give your browser permission to access your microphone and speakers. Media is only available if you can view and play recordings (in Skylight Desktop or Skylight for Zendesk) or if you have audio notifications enabled in your notification preferences.

Updated Pages: Contact Layouts Page (Category Localization) & Contact Attributes

These release notes were updated with additional information on October 8, 2020 at 15:15 UTC

We’re pleased to announce updated versions of the Contact Layouts and Contact Attributes pages. These updates contain overall page improvements.

Known Issue: It isn't currently possible to filter on the Label column on the Contact Attributes page. This will be addressed in a future release.

Additionally, we’ve added localization for categories on the new Contact Layouts page. Now, when you create or edit a category in a layout, you can add the translated category name (label) and select the corresponding language locale. When agents log in to Skylight Desktop, the category name displays according to the language locale they selected.

Category labels are not translated for custom contact layouts or tenants that contain the layout called Default Contact Layout. If you want the category labels translated for these layouts, edit the category header and enter the translated text under Category Localization.

Update: Additional Languages Supported for Skylight Desktop, Contact Layouts, and Contact Attributes

We’ve updated Contact Attributes, Contact Layouts, and Skylight Desktop to support an additional 10 localized language options:

• 简体中文 — Chinese, Simplified
• 繁體中文 — Chinese, Traditional
• Čeština — Czech
• Nederlands — Dutch
• Suomi — Finnish
• Italiano — Italian
• 日本語 — Japanese
• 한국어 — Korean
• Norsk — Norwegian
• Svenska — Swedish

To use any of the available languages:

• Contact Attributes: In the configuration interface, select the language for the corresponding contact attribute label under Localization.
• Contact Layouts: In the configuration interface, select the language for the corresponding category label under Category Localization.
• Skylight Desktop: Click the globe icon on the login page and select the language from the menu.

Support for these languages was added to standalone Skylight (Toolbar), including Skylight for Salesforce and Skylight for Zendesk in the September 14, 2020 release.

Update: Link to API Documentation

We’ve updated the API Documentation link under the navigation menu’s ? icon to point to the combined API homepage instead of the previous landing page.

Fix: Multiple Agent Names in Realtime Dashboards Filter

An issue was identified in the Agent State Table in Realtime dashboards when there were multiple agents with the same name on your tenant. Specifically, selecting one agent in the filter showed results for all agents of the same name. Now when filtering on a user (with other users of the same name), only results for that selected specific user will appear.

Fix: Incorrect Data Mapping in Queue SLA Widget

We resolved a known issue with the Queue SLA widget in real-time dashboards always showing the word "data" beside the color in the legend. This has been changed so the word “data” no longer displays here.

Fix: Chrome Browser Crashes for Users Without an Enabled Tenant

An issue occurred when users who didn’t belong to any enabled tenants attempted to log in to the configuration interface. If the user used Chrome as their browser, the browser became unresponsive and crashed. We’ve resolved the issue so the user can successfully log in. Now, the user profile is presented after logging in which indicates that the user doesn’t belong to any enabled tenants.

CxEngage Release 20.10.05
All Regions		October 5, 2020

Updated Parameters for Skylight SDK Dial Function

The dial function in Skylight’s SDK has been updated with additional parameters, available for use with postMessage.

• direction
• interactionMetadata

CxEngage Release 20.09.22
All Regions		September 22, 2020

Fix: Time in Presence State in Realtime Dashboards

The Time in Presence State column is now returning data in the Agent State Table Realtime dashboard.

CxEngage Release 20.09.21
All Regions		September 21, 2020

Fix: Deleting Branding Fields for Chat Widgets

Chat widget users were unable to remove the values for some of the chat widget configuration fields for branding. Attempts to delete information and save a blank field for Button Icon URL, Business Name, Business Icon URL, or Background Image URL resulted in an error message. Updates have been made so that values can be removed from these fields and edits saved.

CxEngage Release 20.09.18
All Regions		September 18, 2020

These release notes were updated on September 22, 2020.

This release was previously scheduled for September 16, 2020.

New Drop-Down Extension Selection Panel in Interaction Monitoring

We are pleased to announce a new drop-down extension panel in Interaction Monitoring to improve the overall supervisory experience. When starting a new monitoring session, Supervisors are now prompted with this panel to choose from one of their configured extensions. Extension choices in the panel display in the same order they are configured in your User Management panel.

You may need to clear your cache and reload your browser to see the interaction monitoring enhancements.

A warning now displays when the supervisor attempts to monitor without any configured extensions or while they are currently online in Skylight. Previously, the WebRTC extension was the default. In order to use another extension, Supervisors needed to log into Skylight, become available, and log out.

To use this new feature, go to Reporting >Interaction Monitoring and click the Monitor button on the interaction you are going to monitor.

Known issue: You may experience a timeout error when monitoring an interaction. This timeout error does not prevent you from monitoring the interaction. This will be fixed in an upcoming release.

The previous Silent Monitoring page has been removed.

While Silent Monitoring is still available through the Interactions in Conversations table in Realtime Dashboards, monitoring through the Interaction Monitoring page is recommended now that the drop-down extension panel is available.

Update: In Queue Time Format in Realtime Dashboards

This item was updated as of September 22, 2020.

A previous version of these release notes included an update to the In Queue Time metric format to include the day and format as days, hours, minutes, and seconds (dd:hh:mm:ss). This item has been removed and will be rescheduled for a future release.

Update: Confirmation when Deleting List Items

Now, when you delete an item from a list (in Configuration> Lists), a confirmation box opens to verify that you want to delete the item. The message also alerts you that the action can’t be undone.

Update: Pagination on Management Pages in the Configuration Interface

The Show per page menu on management pages now only shows options that correspond to the total number of items for the given page. For example, if there are 6 items, the Show per page menu only shows 5 rows and 10 rows as options. If there are 5 or fewer items on the page, the Show per page menu isn’t shown. Previously, all options showed even if they exceeded the the total number of items on the page.

Fix: Error When Cancelling and Recreating an Initial Version in Statistics Management

An error was presented when attempting to save a new SLA after cancelling the initial version and creating it again without a description. We’ve resolved the issue so that the SLA can be saved successfully without an error message in this scenario.

Fix: Unclear Text on Change Password Page

We made the help text for the New Password and Confirm Password fields darker and easier to read on the Change Password page.

Fix: Twilio Extension in User Management

We resolved the issue of the Twilio extension showing for users in User Management after disabling WebRTC in the Twilio integration. Now, the Twilio extension doesn't show when WebRTC is disabled.

Fix: Avg Hold Time Appearing Twice in Realtime Dashboards

Previously, Avg Agent Hold Time and Avg Hold Time were both displaying Realtime Dashboards. This has been corrected so only Avg Agent Hold Time appears.

Fix: Reset Branding to Default Toggle in Tenant Management (Early Access)

We’ve updated the Reset Branding to Default from a toggle to a button on the early access Tenant Management page.

Fix: Viewing Versions or Updating Draft Flows in a New Tab or Window

When right-clicking on the View button for published flow versions or the Update button on a draft, the option to open in a new tab or window wasn’t presented. This issue has been resolved.

Fix: Typo in Impersonation Message

Previously, the word “setted” appeared in the impersonation notification message. This has been corrected to “set”.

Fix: Unsaved Changes Warning for Capacity Rules

An issue occurred when editing capacity rules in tenants with at least two capacity rules. When adding a new version to a rule and then cancelling to discard the rule’s changes, an unsaved changes message appeared as expected. However if, after clicking OK on the message, a capacity rule was clicked (the same one or a different one), the unsaved changes message showed again. We’ve resolved the issue so the capacity rule’s details panel now opens instead of the message.

Fix: Multiple Items Highlighted in Configuration Interface Menus

Previously, when moving your mouse pointer over the items in some menus, multiple items were highlighted. We’ve made updates so only the selected item or the item your mouse pointer is hovering over is highlighted.

Fix: Bulk Actions When No Items Are Selected

Previously, when there weren’t any items selected on a management page, “Unselect All” and “Unselect All Visible” were available to click in the Actions menu. We’ve made updates so that these two options are greyed out and can’t be clicked when there aren’t any items selected.

Fix: Dropdowns in Realtime Dashboards

An issue was identified where dropdowns for Agent/Resources, Queues, Skills, and Groups in Realtime Dashboards were no longer sorting in alphabetical order. This has been resolved.

Fix: Users with the VIEW_ALL_ROLES Permission Can Edit But Not Save Changes to Roles

An issue occurred when users had the VIEW_ALL_ROLES permission but not the MANAGE_ALL_ROLES. When the user opened the side panel for a role, they could edit the role. However, when they clicked Submit, an error was presented and the changes weren’t saved. We’ve made updates so the role can be viewed, but all fields are grayed out and can’t be edited if the user only has the VIEW_ALL_ROLES permission.

CxEngage Release 20.09.14
All Regions		September 14, 2020

Additional Languages Supported in Skylight Toolbar

We’ve updated Skylight (Toolbar) to support an additional 10 localized language options:

• Chinese, Simplified
• Chinese, Traditional
• Czech
• Dutch
• Finnish
• Italian
• Japanese
• Korean
• Norwegian
• Swedish

Change your Skylight language by clicking on the globe icon () in the lower left corner of your toolbar login screen.

The new localization options are currently available for standalone Skylight (Toolbar), including Skylight for Salesforce and Zendesk. They will be added to Skylight Desktop in a future release.

Update: Localized Translations for Skylight Statistics

We’ve updated the localized translations to include names of statistics available within Skylight for agents to select.

Update: Order of Outbound Identifiers in Skylight

Previously, outbound identifiers in Skylight were listed in the order they were entered in the configuration interface. Now, outbound identifiers are listed in ascending alphabetical order.

Fix: MQTT Error Messages in Skylight

If the MQTT connection used for SMS, Facebook, and Messaging SDK interactions is interrupted an error banner is presented to Skylight users advising them that messages are unavailable until reconnected. Previously, the error message was presented on all interaction types including those that do not use this connection such as voice calls. Impacted interactions would continue fail by not being able to send or receive messages even after the connection was restored. Now, the message is only presented on applicable interactions and is automatically removed when the connection is restored. In addition, impacted interactions can send and receive new messages when the connection is restored.

Fix: Localization Updates to Dial Pad’s ANI

The “ANI” displayed in the Skylight dial pad has been updated to translate according to the selected localization settings.

Fix: “Interactions0” in Skylight Desktop Contact History

Previously, “{number of interactions} Interactions0” showed in a contact’s history in Skylight Desktop. This issue occurred when the Reporting API returned “0” as the earliest interaction timestamp for the contact history. We’ve made updates to remove the “0” so that “{number of interactions} Interactions” shows instead.

CxEngage Release 20.08.26
All Regions		August 26, 2020

Fix: 5003 Error with Screen Pops in Skylight Desktop

We resolved an issue where flows with strict or URL screen pops resulted in a 5003 error in Skylight Desktop.

CxEngage Release 20.08.25
All Regions		August 25, 2020

Update: Browser Support for Clicking Notifications in Skylight

Previously, notifications in Skylight could only be clicked when using Chrome as a browser. Now, notifications can be clicked in any of our supported browsers with the exception of Firefox. For the ability to click notifications in Firefox, set dom.disable_window_flip to disabled in the browser settings.

Update: Missing Translations in Skylight

We've made updates to Skylight to add translations that were previously missing (for example, some field names).

Fix: Error Message When Logging Out of Expired Skylight Session

An issue occurred when attempting to log out of Skylight when the session had already expired. The agent got an error message saying that they couldn’t be logged out even though they were already logged out. The issue has been resolved so that when the session expires, the agent is logged out when they click the logout button. The error message is no longer presented.

Fix: “Invalid Date” in Skylight

An issue occurred if auto-answer was disabled and agents used a PSTN or SIP extension to accept interactions in Skylight. The text “Invalid Date” showed next to the customer’s phone number in the interaction management panel. We’ve resolved the issue so the correct elapsed time shows instead.

Fix: null Screen Pop Terms Causing 5002 Errors in Skylight

An issue occurred where null screen pop terms (for example, caused by unassigned variables from the flow or failure to format phone numbers in flow) resulted in a 5002 error in Skylight. This issue has been resolved so that, in this scenario, the work offer for the interaction is presented successfully without the error.

CxEngage Release 20.08.24
All Regions		August 24, 2020

Update: Improved Facebook Listener Stability

Listener stability has been improved for Facebook Integrations.

Fix: IVR Abandoned

Previously, interactions that abandoned before IVR were not included as an IVR Abandoned. With this release, interactions that abandoned before IVR will be included as IVR Abandoned.

Interactions that occurred prior to this release will still be marked incorrectly. This will be resolved in an upcoming release.

Fix: Changing CxEngage User Role Permissions Removes CxQM Permissions

Previously, when adding or removing user permissions on a CxEngage role, CxQM permissions were also removed. Now if CxEngage user permissions change, CxQM permissions remain as configured.

CxEngage Release 20.08.18
All Regions		August 18, 2020

Update: Submodule Function Support to postMessage for the Skylight SDK

We now support commands to functions in submodules (for example, module: interactions, subModule: voice, command: dial) in the postMessage functionality for the Skylight SDK.

CxEngage Release 20.08.12
All Regions		August 12, 2020

Fix: Erroneous Events Causing Session End Time Discrepancy

An issue was identified in an extremely small number of interactions with an erroneous agent-session-end event produced near the beginning of the session. The impacted calls show a session expiry time in presence logs that are inconsistent with the ones shown with the RTA API. The agents handling impacted interactions would have also appeared offline in realtime reporting, instead of their actual Ready or Not ready status and could still be allocated work. Updates have been made to resolve the issue so that interactions going forward will not generate additional agent-session-end events.

CxEngage Release 20.08.07
All Regions		August 7, 2020

Fix: Playing Back Audio Media in Flow

An issue was identified with playing audio files within a flow that were created with the Save Audio as Media or Save Audio Artifact notations. While the audio files saved properly, they were unable to be played back. This has been resolved so that the saved media can be played back as expected.

CxQM Release 20.08.03
All Regions		August 3, 2020

These release notes were updated on August 24, 2020 21:00 UTC.

Fix: Incorrect Segment Data in CxQM

We resolved the intermittent issue of segment data not presenting in CxQM. Now, the segment data shows in CxQM at the end of the call.

CxQM Release 20.08.01
All Regions		August 1, 2020

Fix: Stop/Pause Recording Button

An intermittent issue was recently introduced with pausing recordings in CxQM for a customer. The recording sometimes did not stop when the agent clicked to pause. This has been resolved so there is only silence for the paused duration of the recording file.

CxEngage Release 20.07.22
All Regions		July 22, 2020

CxEngage Video

We are excited to announce the availability of CxEngage Video as the leading contact center solution for secure pivot to video conversations. CxEngage Video can be initiated from any existing interaction on any of our supported channels. An agent can quickly launch a high definition video call powered by Lifesize while in conversation with a customer. The video is launched directly from the agent's Skylight interface and can be viewed within Skylight or in a separate browser tab. Video calls can be transferred to another agent by sharing the video link. CxEngage Video supports document and screen sharing. It is available for any device that supports video including mobile phones, tablets, and computers.

Details on the agent experience and using CxEngage Video will be added to our Help documentation in the near future. For more information on CxEngage Video or to have it implemented on your tenant(s), please contact your account representative.

CxQM Release 20.07.15
All Regions		July 15, 2020

These release notes have been updated with new information as of July 22, 2020 02:00 UTC.

Fix: Saving CxQM Report With Special Character in Group Name

We identified an issue with saving a report with a group selected that included a special character in it’s name. If a group’s name included a character, such as a comma, neither the recording nor evaluation reports would save successfully with the group details.

Fix: Running Recording Report With Days Selected

An issue was identified with running CxRecord reports for specific days of the week selected in the Misc tab. A discrepancy between the filter logic used in report queries and the logic applied to assigning days of the week resulted in invalid results, and has been resolved.

Fix: Playback Custom Search Values Being Retained

The value entered in “Return total number records” field when creating a custom search in CxRecord was not being retained upon logging out and back in.

Fix: Permissions Popup Window After Group Modifications

We resolved an issue that occurred if a user accessed the CxQM Administration tab, selected Groups, and deleted a group from the list. If that user then selected another group and clicked to show permissions, the Permissions pop window appeared and could not be closed by clicking Cancel.

Fix: Accessing Data From Evaluation URLs

An issue was identified with sending CxEvaluate URLs via email. Clicking on the sent URL did not present evaluation data or play the call as expected. This has been resolved so that evaluation data can be viewed and calls played if the Add Call option was selected.

Fix: Saving Modified Settings in Recording Reports

Some users may have experienced issues with modifying CxQM report settings and remarks in the Misc tab and having them save after accessing Misc tab again. Updates have been made so that modifications made persist after saving.

CxEngage Release 20.07.15
All Regions		July 15, 2020

Update: Fuzzy Searches for Screen Pop for Skylight

We’ve made updates to how fuzzy searches are handled for Skylight Desktop. Fuzzy search terms or phrases that include spaces are now wrapped in quotes ("term 1 and term 2") so that the entire item is searched. This update prevents issues with multiple results due to searching formatted phone numbers or spaced items as “or” conditions.

Action Required: If you have any fuzzy search terms that include spaces and require the previous “or” search behavior, update your Screen Pop configurations to separate the words into separate terms.

Update: Localization Updates for Contact Panel in Skylight Desktop

Multiple fields on Skylight Desktop's contact panel have been updated to localize dates and times based on tenant settings.

Updated: Supported Browsers

We've updated the list of supported browsers to remove Internet Explorer, which is no longer supported by Skylight. While Microsoft Edge has been added to the list of supported browsers, we continue to recommend using the most recent stable version of Google Chrome for the best user experience.

Fix: Language Menu Goes Off the Page in Skylight Desktop

When selecting a language on the Skylight Desktop login page, the language menu opened but went off the page. Now, when the menu is opened, the language options stay on the page.

Fix: Strict Searches for Screen Pop for Skylight

An issue was identified with strict searches for Screen Pop for Skylight, where a search such as for a valid email address periodically didn’t present and assign a contact record automatically as expected. This has been resolved.

Fix: Formula Help Button Not Loading in Historical Reporting

Previously, the Formula Help button would not load. This has been recently resolved in an earlier release so a list of formulas is now available when clicking the Formula Help button.

CxEngage Release 20.07.08
All Regions		July 8, 2020

Fix: Presence Reason and Presence Reason Category With Same Names

Previously, a presence reason category name could not match the name of an uncategorized presence reason or one in a different category listing. Each name had to be unique, or any agent with that list assigned to their profile received an error when attempting to log in to Skylight. This has been resolved so that category names do not have to be unique to allow agents to log in.

Fix: Errors Transferring Calls to Skylight Agents That Have an Assigned Salesforce Contact

An issue was identified with transferring voice calls that were assigned to a Salesforce contact, such as with a Click to Dial. If the agent attempted to transfer the call to a Skylight Desktop agent, an error periodically presented that prevented the transfer from completing successfully. Updates have been made to resolve that error and remove the banner in this situation, include a warning message within developer consoles, and allow the transfer.

Fix: Contact Name Doesn’t Show for Outbound Email

When initiating an outbound email to a contact using Click to Email, the email address showed instead of the contact's name for the interaction. We’ve resolved the issue so that the contact’s name shows.

CxEngage Release 20.07.07
All Regions		July 7, 2020

Fix: Disabled Email Listeners Appearing Active

An issue was identified with inactive email listeners displaying as active in the Integration Management page. For example, a listener may have failed authentication and be disabled but appear as active in the UI. This no longer occurs.

Fix: Email Attachment Name Is Different When Downloaded in Skylight Desktop

When email attachments were downloaded in Skylight Desktop, the downloaded file name didn’t match the original attachment name. This issue has been resolved so that the names are the same.

Fix: Loading Icon Spins Indefinitely for Notes in Skylight Desktop

An issue occurred with loading notes in Skylight Desktop when a work offer timed out for the first agent and was accepted by a second agent. After the second agent left notes and the interaction ended, attempting to load the interaction history showed a loading spinner for the first agent’s notes section. We’ve resolved the issue so that the first agent, who didn’t accept the interaction, is no longer listed in the interaction’s history.

CxEngage Release 20.07.03
All Regions		July 3, 2020 11:00 UTC

This release was previously scheduled for June 30, 2020.

These release notes have been updated with new information as of July 8, 2020 20:00 UTC.

General Availability: Historical Reporting V2

This item was added to the release notes on June 30, 2020 19:00 UTC.

As previously announced, the upgraded business intelligence platform for Historical Reporting V2 is generally available!

With this release, all tenants will automatically upgrade to the new version without any customer action required.

• Historical Reporting V1 will be removed from the CxEngage configuration UI, as previously communicated with an End of Life date of June 2020.
• User documentation for V1 will be removed from our main help page and navigation menus after wards, and replaced with the V2 documentation currently available here.

We have converted your existing V1 reports into their V2 equivalent, which will be immediately available without any loss of data. There is no anticipated action required. If you have any questions following the upgrade, please submit a support ticket and follow up with your Customer Success Manager.

Early Access: Updated Tenant Management and Integration Management Pages

This item was updated as of June 30, 2020 19:00 UTC.

We are pleased to announce that updated versions of the Tenant Management and Integration Management pages are now available for early access. The upgraded pages can be enabled on the Early Access Features page (previously known as the Beta Features page) in the configuration interface.

The Early Access Features page will be made available again with this release. It was removed in a previous release as it was no longer required for any CxEngage features at that time.

Known Issue: Newly Created Tenants Not Immediately Visible in Tenant List

When creating a tenant, the loading indicator spins indefinitely in the side panel even though the tenant was successfully created. The newly created isn't listed in the tenant selection drop-down menu (top left corner) or on the Tenant Management page. As a workaround, you can refresh the page to see the new tenant listed in the tenant selection menu. Select the tenant from this menu to see it listed on the Tenant Management page. This will be addressed in a future release.

About the Early Access Features Page

CxEngage's Early Access Features page lists available early access features and upgraded pages. From this list, early access is enabled or disabled for the tenant. To use an enabled feature, users must belong to a role with the required permissions for that feature or page.

To access and use the Early Access Features page, you must have either:

• The default administrator role, or
• A custom role that contains the TENANT_FEATURES_UPDATE permission

You only see features listed that you have access to (permissions for) in the tenant. For example, if you have access to Tenant Management but not Integration Management, only Tenant Management is listed. If you don't have permission to access any of the features, the list is empty.

To locate the Early Access page, click the gear in the top right corner of the configuration interface and then click Early Access Features.

Fix: Error Inviting Existing Users to Tenants

Previously, when inviting an existing user to a tenant, the Platform Role field showed and an error was presented. We have removed the Platform Role field so existing users can be invited without the error message being presented.

Fix: Disposition Does Not Show In Category

If a disposition list with dispositions in multiple categories was added to a flow, the dispositions showed correctly for interactions in Skylight. However, if another disposition was subsequently added to a category in the list, the disposition showed at the end of the disposition list in Skylight and not in the category. We’ve resolved the issue so that newly added dispositions show in the correct category.

Fix: Dispositions Show In Incorrect Order

If a disposition list had only one category, dispositions sometimes weren’t presented in Skylight in the same order they were configured. This has been resolved.

Fix: Created By Field Empty in Flow Management

If a user published at least one flow version and then the user account was disabled, the Created By field for that flow version was empty in Flow Management. We’ve resolved the issue so that the user’s name shows in the Created By field.

Fix: Creating New Users

This item was added to the release notes on July 8, 2020 20:00 UTC.

An issue was identified with creating new users in CxEngage sometimes resulting in an error message advising “Failed to create user. 400: Not allowed”. This has been resolved. As part of this fix, a new optional field has been added to the API request body to invite a user to a tenant to specify the platformRoleId.

CxEngage Release 20.06.23
All Regions		June 23, 2020

These release notes have been updated with new information as of July 14, 2020.

This release includes updates to Historical Reporting V2 that have a transition period. Existing open sessions may need up to six hours to see the changes take effect.

Fix: Formula Help Button Not Loading in Historical Reporting

This item was added to the release notes on July 15, 2020.

Previously, the Formula Help button would not load. This has been resolved so a list of formulas is now available when clicking the Formula Help button.

Update: Renamed Average Speed of Answer Metric in Historical Reporting V2

In a previous release, we introduced the metric Average Speed of Answer, which measures the average queue time of interactions transferred to a second queue that started an active conversation with an agent. In this release, we have renamed the metric to Average Transfer Queue Time.

Update: Script Data Sets Join with Interaction Data Set in Historical Reporting V2

The Script Detail and Script Time Detail data sets can now be joined with the Interaction data set in Analysis.

Update: Default Metrics in Joinable Data Sets in Historical Reporting V2

Previously, when joining data sets in Analysis, the joinable data sets would have metrics selected by default. Now, these joinable data sets no longer have metrics selected by default.

Update: Hook Name and Hook ID Metrics added to the Interaction Data Set in Historical Reporting V2

The Hook Name and Hook ID metrics have been added to the Interaction data set.

Update: Queue Entries Metric Added to Queue Interval Detail Data Set In Historical Reporting V2

The Queue Entries metric is now available in the Queue Interval Detail data set.

Update: Queue Entries Metric Available in Service Level by Queue Data Set in Historical Reporting V2

The Queue Entries metric has been added to the Service Level by Queue data set.

Update: Queue Metrics Added to Interaction Detail Data Set in Historical Reporting V2

The Queue Abandons and Queue Abandoned Time metrics have been added to the Interaction Detail by Queue data set.

Update: Customer Hold Abandons is Now Default Metric in Abandoned Channel by Day Data Set in Historical Reporting V2

The Customer Hold Abandons metric is now selected by default in the Abandoned Channel by Day data set.

Update: Added Metrics to the Interaction Detail Data Set in Historical Reporting V2

We have added the following metrics to the Interaction Detail data set:

• Attribute Name
• Attribute Value
• Interaction Hook ID
• Hook By
• Hook Timestamp
• Attribute Timestamp
• Custom Attributes
• Hook Sub Type

Update: Pre-Aggregated Metrics Added to Interaction Summary by Queue Data Set in Historical Reporting V2

The following metrics have been added to the Interaction Summary by Queue data set:

• Avg Agent Hold Time
• Avg Initiated Customer Hold Time

Update: Preaggregated Metrics Re-added in Historical Reporting V2

Preaggregated metrics have been now added back to the following data sets:

• Interaction Summary By Agent
• Interaction Summary By Queue
• Performance By Channel
• Interaction Summary By Contact Point
• Interaction Summary By Flow
• Performance By Queue

Update: Metrics Removed from Disposition Summary Data Set in Historical Reporting V2

The following metrics are no longer available in the Disposition Summary data set:

• IVR Abandons
• IVR Time
• Max IVR Time
• Min IVR Time
• Avg IVR Time
• IVR Abandon Time
• Max IVR Abandon Time
• Min IVR Abandon Time
• Avg IVR Abandon Time

Fix: Direction Filter in Interaction Summary by Agent in Historical Reporting V2

Previously, when using the Interaction Summary by Agent data set, the direction filter would not apply to the data table. This has now been resolved.

CxQM Release 20.06.17
All Regions		June 17, 2020

Fix: CxQM Email Settings

Previously, the email options (My Email or Web Email) within the CxRecord settings would reset after accessing the CxEvaluate settings and then navigating back to Recordings. This has been resolved so that selected email settings persist after switching pages.

Fix: Saving Evaluations With a Comma in File Name

We identified an issue with saving CxQM evaluations that included a comma (,) in the evaluation’s name. The issue was due to commas being used within coding to identify metadata parameters, resulting in issues separating data when unexpected commas were presented. Updates have been so that commas contained within an evaluation’s name no longer cause an error and the evaluation can be saved.

CxEngage Release 20.06.13
All Regions		June 13, 2020 11:00 - 17:00 UTC**

These release notes have been updated with new information as of June 15, 2020 15:30 UTC.

**Access to Realtime Reporting Database

As part of this release, there are updates being made to the realtime reporting database that may result in a momentary delay in accessing reporting for up to two minutes. To minimize user impact, this particular update is happening at approximately 03:00 UTC (June 14, 2020).

Update: General Availability of Historical Reporting V2

We’re excited to announce the general availability of CxEngage's upgraded business intelligence platform as of June 2020. Historical Reporting V2 documentation can be found here.

Since our initial announcement in the 2019 Q3 Feature Release, we have made significant updates to improve user experience and overall functionality.

As part of this transition, the End of Life (EOL) date of Historical Reporting V1 availability was extended to June 2020 to provides users additional time to recreate custom reports in Historical Reporting V2. As we transition into V2, we will be removing documentation for V1 from our main help page and navigation menus. It will still be available by bookmark so if you continue to need access to these V1 pages, please create or update your bookmarks accordingly.

Update: Input and Output Parameters for Imported Reusable Flows

This item was updated as of June 15, 2020 15:30 UTC.

A previous version of these release notes included an update exporting a reusable flow with input and output parameters. This item has been removed and will be rescheduled for a future release.

Update: Pre-Aggregated Metrics Added to Interaction Summary by Queue Data Set in Historical Reporting V2

The following metrics have been added back to the Interaction Summary by Queue Data Set:

• Avg Queue Abandon Time
• Avg Queue Time to Answer
• Avg Agent Talk Time
• Avg Agent Wrap Up Time
• Avg Agent Handle Time

Update: Unassigning Contacts From an Interaction in Skylight Desktop

Now, after you assign a new or existing contact to an interaction in Skylight Desktop, you can unassign the contact from the interaction, if needed, by clicking Unassign in the contact management panel.

Fix: Importing Flows with the Assign Interaction Attribute Notation

This item was updated as of June 15, 2020 15:30 UTC.

A previous version of these release notes included an update to importing flows with the Assign Interaction Attribute notation. This has been removed and will be rescheduled for a future release.

Fix: Greyed Out Submit Button for Dispatch Mapping

An issue occurred when creating a dispatch mapping but then clicking Cancel. If, without refreshing the page, you created another dispatch mapping with the required details and selected the same flow as the first dispatch mapping, the Submit button was greyed out and couldn’t be clicked. The button didn’t become active until a flow version was selected from the drop-down menu, even though Use Active Version was selected by default. We resolved the issue so that, in this scenario, Submit can be clicked without selecting another flow version.

Fix: CxQM Segment IDs Missing

An issue was identified with some Segment IDs missing from the CxQM Recordings console list for transferred calls, though they were available in CxEngage reports. We’ve resolved this so that the segment IDs appear as expected in both locations.

Fix: CxQM Segment Recordings Following a Transfer

There was an issue with CxQM recordings for some transferred calls, where the recording for the segment following the transfer was not available in some instances. Updates have been made to resolve this.

Fix: Orientation Box in Schedule Manager in Historical Reporting V2

Previously, the Orientation field box in the Schedule Manager panel did not line up with the other field boxes. This has now been resolved.

Fix: Please Wait Message in Historical Reporting V2

Previously, the “Please Wait” message that should appear indicating your action is being carried out in Historical Reporting V2 was no longer appearing. This has been resolved so the message now appears again.

Fix: Screen Pop for Skylight Fuzzy Searches Automatically Assigns on Partial Matches in Skylight Desktop

An issue occurred when flows used Screen Pop for Skylight with a fuzzy search. Contacts were automatically assigned to the interaction even if a field only matched part of the search term. We’ve resolved the issue so that contacts are automatically assigned only if there is an exact match on the search term.

Exact matches are not case sensitive.

Fix: Timer Inaccuracy in Skylight

The timer in Skylight sometimes became inaccurate (drifted) when an agent was logged in for an long time. This issue has been resolved.

This issue did not impact reporting values.

Fix: “Retrieving messages…” For New Agent Initiated Interactions in Skylight Desktop

We resolved the issue of “Retrieving messages…” showing in the interaction management panel for new agent initiated SMS and Facebook interactions when a message hadn’t been sent yet. Now, “New Interaction” shows instead.

Fix: Transfer Button Disappears from the Dial Pad When Reducing the Browser Window’s Height

An issue occurred when attempting to use the dial pad to transfer a call in Skylight when the browser's window height was reduced. If the height was reduced significantly, the Transfer button on the dial pad disappeared. We’ve resolved the issue so that when the window height is reduced, a scroll bar appears and the transfer button can be accessed.

Fix: Transfer Menu Covered By End Interaction Confirmation Message in Skylight

Previously, the confirmation message for ending an interaction partially covered the transfer menu and dial pad in Skylight. This has been resolved so that now, when opened, the transfer menu or dial pad appear on top of the confirmation message.

Fix: Re-sizing the Notes Section Covers Agent Statistics in Skylight

An issue occurred when resizing the Notes section in Skylight Desktop. Depending on the size of the Skylight window, the agent statistics became covered by the Notes section. We’ve made updates so the Notes section can’t be re-sized to the extent that it covers agent statistics.

Fix: Dispositions Listed in the Incorrect Order in Skylight

We resolved the issue of dispositions in Skylight not showing in the same order that they were configured for the disposition list in the configuration interface.

Fix: Customer Remains On Hold After Rejected Cold Transfer

At times, an issue occurred when customers were cold transferred to a specific agent. If the agent rejected the work offer, the customer sometimes remained on hold until they disconnected from the call manually. We’ve resolved the issue so that, in this scenario, the customer is disconnected when the agent rejects the work offer.

Fix: Logging Out During a Work Offer in Skylight

Previously, if an agent in a Ready state tried to log out of Skylight while receiving a work offer, a message was presented prompting them to reload the page. If they clicked Cancel on the message, their session expired. We’ve resolved the issue so that agents in a Ready state can’t log out if they have a pending work offer or a current interaction.

Fix: Ending Wrap Up in Skylight

When Wrap Up and Force Disposition Select were enabled on a flow, an interaction wouldn’t end after a disposition was selected and the wrap up timeout was reached if the interaction side panel was closed. The issue has been resolved so that the interaction ends regardless of whether the interaction side panel is open or closed.

CxQM Release 20.06.10
All Regions		June 10, 2020

Fix: Pausing Recordings for Transferred Calls

An intermittent issue was identified with some users not able to pause recording in CxQM for transferred calls. This has been resolved so that the Pause Recording function works as expected.

CxEngage Release 20.06.02
All Regions		June 2, 2020 14:00 UTC

Access to Historical Reporting V2 may be unavailable temporarily during this release while this update is deployed.

Fix: Agent Status Summary Report in Historical Reporting V2

Previously, the Agent Status Summary report was only returning data for one agent. This has been resolved so the data is now returning for all agents.

CxEngage Release 20.05.30
All Regions		May 30, 2020 11:00 - 17:00 UTC

These release notes have been updated with new information as of June 2, 2020 06:15 UTC.

Skylight and Third-Party Application Communications Support

This item was updated as of June 2, 2020 06:15 UTC.

We now support front-end messaging between the Skylight interface and third-party applications when Skylight is launched from within the third-party application, such as with a custom CRM. This update allows the third-party application to send and receive signals to and from Skylight. This communication enables call controls, agent state controls, and the ability to receive interaction data without requiring development around the Skylight SDK or the use of REST API calls to the platform.

Documentation for the Skylight SDK and the new postMessage communication functions is available here.

Update: New Metric Average Speed Of Answer in Historical Reporting V2

We’ve added a new metric, Average Speed Of Answer (ASA), to the Interaction Summary by Queue Report.

ASA metric measures the average queue time of interactions transferred to a second queue that started an active conversation with an agent.

Update: Pause Data Retrieval Button Now Available

Previously, we removed the Pause Data Retrieval Button in Historical Reporting V2. With this release, the Pause Data Retrieval button is available to pause and resume data while creating visualizations with data sets in Analysis. If data retrieval is slow while building reports and dashboards, users can pause the data from fetching and click Resume to see results.

Update: Excel Option Removed from Historical Reporting V2

Reports requested in Excel format through Historical Reporting V2 were not able to be received in the author's email inbox. As this format is no longer available, the option to run or schedule a report with Excel has been removed.

Update: Metrics Removed from Queue Interactions Data Set in Historical Reporting V2

The following metrics are no longer available for selection when building reports with the Queue Interactions Data Set:

• Queue Entries
• Queue Time
• Avg Queue Time
• SLA Abandoned
• SLA Denominator
• SLA Numerator
• SLA Time

Fix: Error Message When Saving Presence Reason Lists, Transfer Lists, and Disposition Lists

When saving a Presence Reason List, Transfer List, or Disposition List with one or more items on it, an error message was sometimes presented stating that the list must have at least one item on it. This issue has been resolved.

Fix: Reordering Contacts or Categories in Transfer Lists

When reordering contacts within a category or categories within a Transfer List and then saving the list, a 500 error was presented and the changes weren’t saved. This issue has been resolved so that the changes are saved successfully without an error message.

Fix: Transfer Lists and Queues Are Not Listed Alphabetically in the Configuration Interface

Queues in Queue Management and Transfer Lists in Transfer List Management are now listed in alphabetical order in the configuration interface.

Fix: Adding Images to Author Report in Historical Reporting V2

An issue was identified in Author Report when adding an image using the New Visual Option and then selecting Add an Image Panel. The following message would appear: @Function.AppPhysicalPath~_SupportFiles

InfoGo.@Request.inpImage~

@Request.inImageFooter~.

Currently, the Add from Visual Gallery is not available in Author reports, but users can still add images using the Add Image option from the design panel.

Fix: Date Filters in Abandoned Channel By Day Report in Historical Reporting V2

An issue was identified when building an Abandoned Channel By Day report, where date filters would change when the timezone filter was updated. This has been resolved.

Fix: Script Start and Script End Metrics Now Showing Values in Historical Reporting V2

Previously, the Script Start and Script End metrics were showing zeroes in the Script Time Detail report (V2). This has been resolved so they now show the start and end time when the action for the script begins and ends.

Fix: Updated Format for Interaction Time in Historical Reporting V2

Previously, the Interaction Time metric was showing in seconds. It now formats in the timespan format (0:00:00:00).

Fix: Changing an Agent’s Away Reason with System Presence Reasons in Agent State Monitoring

Previously, Supervisors couldn’t change an agent’s away reason in Agent State Monitoring if System Presence Reasons was the only presence reason list enabled and the agent didn’t have a presence reason list assigned to them. The Away Reasons menu showed that it was loading indefinitely and no away reasons were listed. We’ve resolved the issue so that Supervisors can now select or change an agent's away reason from the System Presence Reasons list.

Fix: Custom Searches in CxQM

An issue with the Custom Search feature of the CxQM Recordings Playback menu was introduced with a recent release. Attempts to refine custom searches by defining criteria in quotations (“..”) were unsuccessful and presented no results. Updates have been to allow custom searches for defined quoted values again.

Fix: Time Stamp on Emailed CxQM Evaluations

An issue was identified with evaluations sent via email within CxQM. The emailed version of the evaluation was timestamped in UTC time zone, which didn’t match the tenant time zone used for the evaluation. Updates have been made so that the tenant time zone is used for evaluations sent via email.

Fix: Attaching CxQM Recording URLs in Email

An issue was identified with sending recordings via email within CxQM. If using “My Email” and selecting “Attach URL(s)”, the Send Email window wouldn’t appear. The issue was specific to this scenario; attachments sent as a file or by using the Web Email option could be sent normally. Updates have been made so that attachment sent by a URL with My Email function as expected.

Fix: Invalid Advanced Queue Queries

An issue occurred where an advanced queue query could be updated and saved with an invalid configuration using the API. We've resolved the issue so that an invalid configuration returns a 400 error and can't be saved.

CxQM Release 20.05.22
All Regions		May 22, 2020 04:30 - 07:30 UTC

Fix: Host Gateways for CxQM Screen Capture

We identified an issue with some of the CxQM screen capture host gateways following a previous release. As a result of this issue, there are a small number of agent workstations that CxQM was unable to perform screen capture on during a recording. This has been resolved.

CxEngage Release 20.05.16
All Regions		May 16, 2020 11:00 - 17:00 UTC

These release notes have been updated with new information as of May 19, 2020 18:45 UTC.

Access to Historical Reporting V2 will be unavailable for approximately one hour during this release window while those updates are deployed.

Update: Added SLA Metric to Interaction Summary by Queue Data Set (Historical Reporting V2)

We have added the SLA for Transfer Queues metric to the Interaction Summary by Queue Data Set for Historical Reporting V2. The metric will be pre-selected but not available in the percent format.

Update: Aggregated Columns Removed from Data Sets (Historical Reporting V2)

This item was added to the release notes on May 13, 2020 20:30 UTC.

With this release, most pre-aggregated metrics will no longer be available for selection in the data sets when building reports. The aggregations can be done through table options that enable you to sort, aggregate, and group data together. To find the table options, click the gear on the table to see the options.

Any pre-aggregated metrics that are available for selection by default will remain. For example, the metric Avg Work Accepted Time will remain pre-selected in the Agent Summary by Queue data set.

Some pre-aggregated metrics will be added back into data sets in upcoming releases.

Fix: Product Name for a Tenant

Previously, a Product Name for a tenant could be edited in Tenant Management. Following this release, the Product Name is view only. If you need it updated for your tenant, please contact your CxEngage representative.

Fix: Unfiltered Variable List in User Management Emails Is Incomplete

An issue occurred with email templates (Configuration > User Management Emails) when there wasn’t any filtering on the list of variables. The unfiltered list didn’t include all the variables. When a search term was entered to filter the list, additional variables showed that weren’t included in the unfiltered list. This issue has been resolved.

Fix: Updated Help Link for Custom Interaction Attributes

The Help link on the Custom Management Attributes page now brings users to the correct help documentation page About Custom Interaction Attributes.

Fix: Success Messages When Adding and Removing Items from Generic Lists

We’ve corrected the success messages that are presented when adding, removing, or updating items on generic lists. Previously, the message stated either Lists or the list name. The messages now state that the List Item was added, removed, or updated.

Fix: Changing Media Types in Media Management

We resolved the following issues that occurred when changing the media type for media:

• Previously, if Audio media contained an audio file URL and was changed to Text-to-Speech, the audio file URL showed in the text box. Now, the text box is empty when changing from Audio to Text-to-Speech.
• Previously, if a Media List was change to another media type, the input boxes (for example, the text box or Audio URL field), showed [object Object]. The text [object Object] no longer shows.
• Previously, when Text-to-Speech media was change to Audio, the text content showed in the Audio File URL field. Now, the Audio File URL field is empty.

Fix: Flow Selection in a Dispatch Mapping

An issue occurred if you navigated away from a dispatch mapping after selecting a flow but before the flow version menu loaded. The flow selected changed to the first flow in the list. Additionally, the version list for that flow didn’t load. We’ve resolved the issue so that, in this scenario, the flow initially selected remains and the version list loads for that flow.

Fix: Disposition Lists in the Configuration UI

We’ve made the following fixes and updates for disposition lists in the configuration interface:

• Previously, the disposition list height was fixed. In some circumstances, dispositions at the bottom of the list couldn’t be viewed, and the Submit and OK buttons were hidden. Now, there’s now a scroll bar that appears when the disposition list is long. As a result, all dispositions, the Submit button, and OK button can be accessed.
• Previously, the disposition name was centered in the list. Now, the name is left aligned so that more of the name can be viewed. Hovering your mouse pointer over the disposition name shows the complete name in a tool tip.

Fix: Host Gateways for CxQM Screen Capture

This item was updated as of May 13, 2020 20:30 UTC.

A previous version of these release notes included an update to the host gateways for CxQM screen captures. This item has been removed, and will be rescheduled for a future release.

Fix: Validating Invalid Audio Files in CxQM

We identified a situation that resulted in some invalid audio files in CxQM. Updates have been made to validate these files prior to encrypting and storing them.

Fix: CxQM Playback Column Issues for New Users

An issue was identified with new users attempting to access and configure CxQM playback column options (Quality Management > Recordings > Settings > My View). While existing users could access and view the playback columns as expected, new users would experience various UI issues. These have been resolved.

Fix: CxQM Exceptions from Call Flow Events Following Call Ending

An issue was identified with processing some CxQM events in a specific scenario. If some call flow events such as hold and resume were sent occurred after signals indicating that the call had ended, those events were unable to properly index and an exception would be thrown. Updates have been made to resolve these exceptions.

Fix: Custom Searches in CxQM

This item was updated as of May 13, 2020 20:30 UTC.

A previous version of these release notes included an update to custom searches in CxQM. This item has been removed, and will be rescheduled for a future release.

Fix: Exporting Recording Reports in CxQM

An issue was identified with exporting CxQM Recording Reports. Users who ran a report (Quality Management > Reports) and clicked to Export Results were presented with an error script. This has been resolved so that reports can be exported as expected.

Fix: Exceptions Pausing CxQM Screen Captures

We identified an issue where, in some instances, pausing screen capture with CxQM resulted in an exception. This no longer occurs.

Fix: CxQM Screen Capture Caching and Storage

An issue was identified that sometimes occurred with CxCapture storage that resulted in empty metadata and an inability to play back some calls. The issue was specific to calls being handled by an agent who accepted another call while the first was still in a wrap up mode. Updates have been made so that in this scenario, both calls are captured with applicable metadata and can be played back as expected.

Fix: Silent Monitoring Intermittently Failing

Silent monitoring was intermittently failing while monitoring calls. At times, it was necessary to refresh the page and start monitoring the call again. This issue has been resolved.

Fix: Realtime Dashboard Dropdown List

Previously, the entire drop-down list of dashboards was in alphabetical order without any grouping. The drop-down list is now categorized by dashboard, table, and custom dashboard, and alphabetized in each grouping.

Fix: Elements in Side Panel Correctly Displaying

In Custom Realtime Dashboards, elements on the side panel were not displaying. This has been resolved so they now display and when several elements are displayed, a scroll bar appears to keep elements inside the panel.

Fix: Gateway Error While Loading Report (Historical Reporting V2)

Previously, when loading existing reports in Historical Reporting V2, the report would not load resulting in a gateway error. This has been resolved so the reports load.

Fix: Sliding Date Filter (Historical Reporting V2)

Previously, in certain instances, the sliding date filter in Historical Reporting V2 was not returning data for the last day of the date range. This has been resolved.

Fix: Group Sharing in Historical Reporting V2

This item was added to the release notes on May 13, 2020 20:30 UTC.

Previously, all items shared with a group (for example, the My Visualizations folder) were not displaying due to issues with group sharing. This has now been resolved.

Fix: Bookmark Folders in Historical Reporting V2

This item was added to the release notes on May 13, 2020 20:30 UTC.

Previous loading issues when interacting with the bookmark folders in Historical Reporting V2 have been resolved.

Fix: Chat Messages to Old Interactions

Improvements were made to the behavior for chat work offers that were terminated but still an open item on an agent’s workstation. Previously, if an agent still had a chat work offer on their workstation, they were able to continue to send messages to that customer after it was terminated and after accepting another chat work offer, leaving multiple active conversations. Updates have been made so that if either the customer or agent sends a message from a terminated work offer window, they are removed from the interaction and presented with an error message stating “Error! Your interaction failed, please try again. If this issue continues please contact your administrator.”

Fix: Delay in Starting/Stopping CxQM Recording in Skylight

This item was updated as of May 13, 2020 20:30 UTC.

A previous version of these release notes included an update to starting and stopping CxQM recording in Skylight. This item has been removed, and will be rescheduled for a future release.

Fix: “Retrieving messages…” For New Agent Initiated Interactions in Skylight Desktop

This item was updated as of May 19, 2020 18:45 UTC.

A previous version of these release notes included a fix related to a message displayed during agent initiated SMS and Facebook interactions. This has been removed, and will be rescheduled for a future release.

Fix: Dispositions Listed in the Incorrect Order in Skylight

This item was updated as of May 19, 2020 18:45 UTC.

A previous version of these release notes included an update the order of disposition codes listed in Skylight. This has been removed, and will be rescheduled for a future release instead.

Fix: Transfer Button Disappears from the Dial Pad When Reducing the Browser Window’s Height

This item was updated as of May 19, 2020 18:45 UTC.

A previous version of these release notes included a fix related to the Transfer button in Skylight's dial pad while reducing the browser window's height. This has been removed, and will be rescheduled for a future release instead.

Fix: Transfer Menu Covered By End Interaction Confirmation Message in Skylight

This item was updated as of May 19, 2020 18:45 UTC.

A previous version of these release notes included a fix related to a confirmation message partially covering Skylight's transfer menu and dial pad. This has been removed, and will be rescheduled for a future release.

Fix: Viewing Long Disposition Names in Skylight

Previously, long disposition names were cut off in the disposition menu in Skylight. Now, the width of the menu expands for long disposition names. If the disposition name is too long to display completely in the menu, an ellipsis shows at the end of the text as an indicator. Hovering your mouse pointer over the disposition name shows the complete name in a tool tip.

Fix: Resizing the Notes Section Covers Agent Statistics in Skylight

This item was updated as of May 19, 2020 18:45 UTC.

A previous version of these release notes included a fix related to resizing the Notes section in Skylight. This has been removed, and will be rescheduled for a future release.

CxEngage Release 20.05.02
All Regions		May 2, 2020 11:00 - 17:00 UTC

These release notes have been updated with new information as of May 4,2020 13:20 UTC.

Update: Bulk Actions Now Available for Generic Lists

This item was added to the release notes on May 1, 2020 21:30 UTC.

We’ve updated the Lists Management page of the configuration interface to support bulk actions to select/deselect and enable/disable lists.

Update: Pre-selected Metrics Updated in Queue Entries and Queue Interactions Data Sets

The following metrics are no longer selected by default when building a report with the Queue Entries and Queue Interactions data sets: Queue Abandon <= 10 Seconds, Work Accepted <= 20 Seconds, and Service Level. Additionally, the SLA metric is now selected by default.

Update: Column Names Displayed in CxRecord

This item was added to the release notes on May 1, 2020 21:30 UTC, and updated with additional details on May 4, 2020 13:20 UTC.

We’ve updated two of the column names displayed in the CxQM Admin Setup configuration (Quality Management > Admin > Setup > Display Settings > Configure Default Playback View) to match the column names displayed in the Recordings playback window.

• Dialed Number is now Contact Point
• CLID is now Customer Identification

Update: Custom Audio Artifact Label Displays for Recordings

We've updated how recording details are listed in the interaction history panel in Skylight Desktop and in Historical Reports V2 when the flow uses the Record Audio and Save Audio Artifact notations. Previously, the Artifact Subtype showed as Conference Recording and the Reporting Label showed as Recording. Now, the Artifact Subtype and Reporting Label show what is entered for these fields in the Save Audio Artifact notation.

Fix: “Use Tenant Default” Label for Platform Authentication in User Management

Previously, the Platform Authentication drop-down showed “Use Tenant Default: Enabled” even when the Use Tenant Default option was disabled. We’ve corrected the text to say “Use Tenant Default”.

Fix: Chat Services

We’ve made updates to the internal services used for the integrated chat solution. These updates enable chat interactions to be handled independently from any other type of messaging interaction and improve connection stability.

Fix: Category Field is Required When Adding Presence Reasons to Presence Reason Lists

We resolved the issue of not being able to add uncategorized presence reasons to presence reason lists in the configuration interface. Now, if you want to add a presence reason without adding it to a category, enable the Uncategorized? toggle. Any uncategorized presence reasons are grouped together in a section labeled default in the presence reason list.

Fix: Sorting Presence Reason Lists for Users in User Management

An issue occurred in the User Management page of the configuration UI when attempting to sort the Presence Reason Lists assigned to a specific user. Regardless of which column header was clicked (Name, Status, or Description), the list sorted by Name. We’ve resolved the issue so that list sorts according to the column header that is clicked.

Fix: Table Data Borders Display when Exporting in Historical Reporting V2

Improvements have been made towards data table formatting issues that occurred when exporting a report to PDF. All table border lines are now displaying.

With this release, two display options are now available for exporting reports and dashboards to PDF. Users can select between Landscape and Portrait display.

Fix: End Date Format in Historical Reporting V2

This release note has been updated with additional information as of April 28, 2020 13:00 UTC.

We identified an issue with the end date filter in Historical Reporting V2 data source filters, where the end date format would, in some cases, reverse after clicking Apply. For example, 2019-22-10 would change to 10-22-2019. This would sometimes cause problems with the data that would return and potentially not allow you to build a report. We have resolved this issue so that the date formatting follows the standard for each user’s browser language settings.

If you find that your dates are not returning in the expected format, check your browser’s language settings and update to the desired regional format.

Fix: Sliding Date Returning Data for Correct Time Period in Historical Reporting V2

Previously, in certain situations, when using the sliding date filter in Historical Reports V2, the data was returning for an incorrect time period. This has been corrected so that the expected data is returning.

Fix: Dashboards with Away Time Now Load in Historical Reporting V2

We resolved an issue where Historical Reporting V2 dashboards that contained an item saved to the visual gallery with the Away Time aggregate would not load.

Fix: Corrected Capitalization for Custom Attributes

The display to indicate whether Custom Attributes are enabled in Reporting now shows a Yes instead of the previous lower case yes.

Fix: Reducing Window Size in Statistics Management

An issue occurred in Statistics Management when the SLA details panel was open and the window's height was reduced. A scroll bar didn’t appear, and the Submit and Cancel buttons couldn’t be accessed. We’ve resolved the issue so when the height is reduced, a scroll bar appears and the Submit and Cancel buttons remain visible.

Fix: Data Loading in CxQM Quality Dashboard

This item was added to the release notes on May 1, 2020 21:30 UTC.

There have been some instances of the widgets in the Quality Dashboard (Quality Management > Dashboard > Quality) not displaying all data and presenting an error in console logs. This was a result of an issue with synchronizing caches, and has been resolved.

Fix: CxCapture Playback Error

This item was added to the release notes on May 1, 2020 21:30 UTC.

An issue was identified with the audio and video playback of some screen capture calls with CxQM. If the user navigated to the playback window after navigating to some other user management pages and overloading the session’s cache, the video playback was sometimes blank. Updates have been made so this no longer occurs.

Fix: Scroll Bar While Viewing Groups in CxQM

This item was added to the release notes on May 1, 2020 21:30 UTC.

An issue was identified with viewing a group list in the CxQM Administration pop out view (Quality Management > Administration > Groups > View Group). The scroll bar within the pop up window was disabled, making it impossible to scroll to view longer lists of Available or Selected resources. The scroll bar is now enabled.

Fix: Clickable Work Offer for Outbound Dials Using a SIP Extension

An issue occurred in Skylight when using a SIP extension to initiate an outbound interaction with the dial pad. When the work offer was presented to the agent, it was clickable instead of referring agents to their phone. We’ve resolved this issue so that the work offer is not clickable in this scenario. Instead, the work offer prompts the agent to answer their phone to accept the interaction.

Fix: Visual Indicator when Clicking Hold or Mute in Skylight

An issue occurred when clicking Hold or Mute in Skylight. If the agent hovered their mouse pointer over Hold or Mute after clicking the button, the button didn’t turn white to indicate it had been clicked. We’ve resolved the issue so that the Hold and Mute buttons turn white to visually indicate that they have been clicked.

Fix: Missing Details for Interaction History in Skylight Desktop

We've made the following updates to the interaction history in Skylight Desktop:

• The channel type is now listed for each interaction
• For interactions that aren't associated with a queue, a double dash (--) is listed

Fix: Multiple Attachments Restrict Viewing Email Content in Skylight Desktop

An issue occurred in Skylight Desktop when multiple attachments were added to an email. The attachment area expanded so that the email content area was reduced and couldn’t be viewed. This issue no longer occurs. Now, a scroll bar appears for the attachment list, and the email content area remains visible.

Fix: Transfer Lists Without Warm Transfer or Cold Transfer Selected Don’t Show in Skylight

An issue was identified where some transfer lists weren’t showing to agents in Skylight. This occurred for transfer lists that didn’t have Warm Transfer or Cold Transfer selected in their configuration. We’ve resolved the issue so that at least one (Warm Transfer or Cold Transfer) must be selected to create a transfer list.

Fix: “Awaiting Disposition” Message in Skylight when “Force Disposition Select” is Enabled

An issue occurred when agents reached their maximum wrap-up time without selecting a disposition when Force Disposition Select was enabled in the flow. The message “Awaiting Disposition” showed only for email interactions but not for interactions of other channel types. We’ve resolved the issue so that the “Awaiting Disposition” message shows for interactions of any channel type in this scenario.

Fix: Voice Interaction Doesn’t Come Into Focus When It’s Ended in Skylight

An issue occurred when ending a voice interaction in Skylight while a non-voice interaction was in focus. When the agent ended the voice interaction using the phone controls, it didn’t come into focus so the agent could confirm they wanted to end the interaction. Instead, the agent had to click the voice interaction to bring it into focus. Now, if a non-voice interaction is in focus when the agent ends the call, the voice interaction automatically comes into focus so the agent can click the confirmation message.

Fix: Closing the Disposition Menu in Skylight

We resolved the issue of the Disposition menu not closing in Skylight when clicking anywhere outside of the menu or Disposition button.

CxEngage Release 20.04.18
All Regions		April 18, 2020 11:00 - 17:00 UTC

These release notes have been updated with new information as of April 16, 2020 17:00 UTC.

Custom Interaction Attributes Now Available in Realtime Reporting

We’re excited to announce the ability to display custom interaction attributes in the Standard Interactions in Queue Table in Realtime Dashboards. We have created a new management page at Flows > Custom Attributes to create and enable custom interaction attributes in Realtime and Historical Reporting.

Custom interaction attributes allow customers to attach customized data to their interaction data. For example, if a flow is configured to collect a customer's account number, you can use custom interaction attributes to view this customized information in Historical and Realtime Reporting.

To display these attributes in reporting, the interaction flow can be updated with a new flow notation Assign Interaction Attribute found in the Flow Designer under Data Exchange.

Previously, custom attributes were only available to be reported on in Historical Reporting with the custom reporting attributes defined in flows. This will continue to be supported, but now you can leverage Custom Interaction Attributes in Historical and Realtime Reporting.

Streamlined Historical Reporting (V2)

We have merged our Standard and Advanced Reports into a single Historical Reporting V2 platform for a simplified but enhanced customer experience.

The former Standard reports are now available as data sets with the corresponding metrics pre-selected that can be saved as a report. To create these reports, go to Reporting > Historical Reporting V2.

1. On the sidebar, click Analysis.
2. Select your dataset by the same name (the default columns match those of the Standard report)
3. Click Ok.
4. Save the table

Instructions on how to create a Report in Analysis using the pre-selected data set can be found here. If you need help creating your reports, contact your account representative.

Added benefits to the new reports include building charts (for example, pie charts, bar charts, line charts), tables, and crosstabs that you can save to the Visual Gallery. Additionally, you can share these reports, dashboards, and analysis with other users.

Our CxEngage Help documentation is currently being updated to outline this new Reporting experience.

Timezone Support for CxQM

Updates have been made to CxQM that enable users to run search for recordings to play back and run reports in their local timezone instead of the tenant’s default timezone.

Update: EOL Date Extended for Historical Reporting V1.

The End of Life (EOL) date of Historical Reporting V1 availability has been updated to June 2020. The extension of the previously scheduled date of Q1 2020 provides all users with additional time to recreate your custom reports in Historical Reporting (V2). If you would like help recreating your reports, please contact your account representative.

Update: Improved Loading Speed of the Tenants Page

We have improved the loading speed of the Tenants Management page for users with access to a large number of tenants.

Update: Historical Reporting V2 Services

We’re updating the services used to run Historical Reporting V2. These updates will provide overall performance improvements and will no longer experience any downtime during releases for future updates. Anyone logging in following the release will automatically be connected to the updated service. Users who are logged in during the release will connect to the updated service at their next login.

Update: Expanded Timezones List in Historical Reporting V2

We’ve added more timezone options for selection under the data source filters in Historical Reporting V2.

Update: Date Data Source Filter Added to Author Report (Historical Reporting V2)

A Date data source filter has been added to Author Report in Historical Reporting V2. This will enable users to set date ranges within the report.

Update: Scalable Screen Capture System for CxQM

We’ve made some improvements CxCapture functionality.

• The amount of agents able to be supported has increased from 2400 to 5000
• CxQM screen captures can be performed with third party systems by using REST APIs

Update: CxQM Recorder Capacity

Updates have been made to improve CxRecord functionality with a larger number of concurrent calls.

Update: CxQM Performance Improvements

We’ve made updates to CxQM services that result in overall performance improvements such as reduced delays and timeouts in CxQM reports.

Fix: Caching in the Configuration Interface

We resolved a caching issue in the configuration interface where, at times, incorrect data was presented.

Fix: Chat Responses Exceeding 128 Characters with the Collect Message Response Notation

An issue occurred when flows with a Collect Message Response notation received a chat response that exceeded 128 characters. When this occurred, the flow terminated. We’ve resolved the issue so that chat responses exceeding 128 characters can’t be submitted. If the response is greater than that, a warning message appears to customers advising them that it can’t contain more than 128 characters.

Fix: Callback Answered Tallying Incorrectly

An issue was identified, in specific instances, where the Callback Answered were not calculating correctly. This has been resolved.

Fix: Callback Requests Tallying Incorrectly in Interaction Summary by Flow

An issue was identified where Queue Callback Requested, Queue Callback Answered, and Queue Callback Unanswered were showing the same result. Also, the Queue Callback Time was displaying zeros. This has been resolved so the expected values are returning.

Fix: Date Filter in Agent Summary By Queue Report (Historical Reporting V2)

An issue was identified in the Agent Summary By Queue Report, when filtering by agent the date filter would not apply for the selected date. This has been resolved so the data now returns only for the selected dates.

Fix: Updated Columns in the Recordings and Messaging by Interaction Report

The following issue was identified in the Recordings and Messaging by Interaction Historical Report:

• The CSAT column was displaying a percent ( % ) when there were no values. This has been resolved so a dash ( - ) displays to indicate when there are no values for that column.

Fix: Fixed Date Format in Historical Reporting V2.

The date format is now displaying in the correct format in the data source filters in Historical Reports V2. Previously it displayed as YYYY-MM-DD and now displays as MM-DD-YYYY.

Fix: Formula Column Now Appearing in Joinable Data Set Reports (Historical Reporting V2)

Previously, the added formula column would not appear in reports created from joined data sets (for example, joining Interaction with Interaction Agent). This has now been resolved.

Fix: Data Now Appearing in Joinable Data Set Reports (Historical Reporting V2)

Previously, in certain circumstances, columns would appear empty in reports created from joined data sets (for example, joining Interaction Queue with Interaction Agent). This has now been resolved.

Fix: Adding Aggregation Column to Joined Data Sets (Historical Reporting V2)

Previously, when trying to add an aggregated column to a joined data set (I.e two or more data sets selected) the column would not display in the table. This has now been resolved so you can add the column.

Fix: Updated Column Formatting in Historical Reporting V2

The following columns: SLA Abandoned, SLA Denominator, and SLA Numerator were formatting as a decimal. These columns now return as a percent.

The following columns: Queue Abandon Rate, CSAT, and Queue CSAT showed a % when there is no value. These columns now show a dash ( - ) when there is no value.

Fix: Updated Columns in Queue Interval Detail Report in Historical Reporting V2

The following column updates were made in the advanced report:

• The Date column no longer shows the time at the end of the date.
• The following columns: Agent CSAT, CSAT, and Queue CSAT showed a % when there is no value. These columns now show a dash ( - ) to indicate when there is no value.
• The SLA column showed a 0.00% to indicate when were no values, it now shows a ( - ) dash.

Fix: Updated Column in Interaction Detail by Agent Report in Historical Reporting V2

An issue was identified in the Interaction Detail by Agent Standard Report with certain rows missing interaction details. These columns have been updated and returning expected values.

Fix: Updated Columns in Agent Status Detail and Summary Reports in Historical Reporting V2

We identified issues in our Agent Status Detail and Agent Status Summary Reports where data was returning incorrectly. These issues have been resolved and the columns are returning the expected values.

Additionally, the following columns: Agent Idle Time, Agent Busy Time, Agent Ready Time, Agent Not Ready Time, and Agent Away Time were showing a +00:00 at the end of each entry. These columns now show in the expected format.

Fix: CxQM Tracking ID Filter Displaying Null Values

An issue was found when using the Tracking ID quick filter in CxQM. When the Tracking ID field was blank for a call, the option in the filter displayed the text as “null”. This has been updated so when the Tracking ID field is blank, the filter option displays an empty field.

Fix: Results for Saved Searches/Interactions Not Showing in Quality Management Recordings

An issue occurred in Quality Management (CxQM) when double-clicking a saved search in Recordings > Saved Searches/Saved Interactions. The results were not displayed for the saved searches and interactions. We resolved the issue so that all results are displayed for the saved searches and interactions in this scenario.

Fix: Download Media File Error in CxQM

An issue was found when attempting to download an audio file of an interaction in CxQM. If the “Interaction ID” or “Segment ID” columns were not displayed or used on the Quality Management page, and a call was attempted to be downloaded, the download failed with an error stating “No data found”. This has been resolved so media files can be downloaded whether the “Interaction ID” or “Segment ID” are in use or not.

Fix: Closing the Disposition Menu in Skylight

This item was updated as of April 16, 2020 17:00 UTC.

A previous version of these release notes included an update to closing the Disposition menu in Skylight. This item has been removed, and will be rescheduled for a future release.

April 4, 2020
All Regions		April 4, 2020 11:00 - 17:00 UTC

Deprecating Agent Toolbar

Google is planning to update the Chrome browser to version 81 with their upcoming release. With this update, the Twilio version used by Agent Toolbar, the initial agent platform created with CxEngage, is no longer supported by Chrome. Anyone using the Agent Toolbar can contact their account representative to upgrade to Skylight.

Agent Toolbar has not been used for new CxEngage users since the launch of Skylight in 2017. The breaking changes being introduced by Chrome to the Agent Toolbar do not have any impact to the Skylight suite of products.

Updates to our CxEngage Help documentation will be made in the coming weeks to remove Agent Toolbar instructions and redirect users to the applicable Skylight function.

File Attachments in Chat

The integrated chat solution now supports attachments in messages. Customers and agents can include standard file formats including images, gifs, documents, and audio/video files that are sent within chat messages. The files are included in historical reporting data and available in chat transcripts.

Fix: Unsaved Changes For Draft Versions of Capacity Rules

The following issues occurred when creating a draft version of a capacity rule and then navigating to another capacity rule before saving the draft.

• A warning message wasn’t presented to warn users that unsaved will be lost.
• If the user attempted to create a new draft version on the second capacity rule, the configuration of the other draft version showed. The user was then unable to save the draft.

To resolve these issues, a warning message is now presented in this scenario so the user either discards the changes before opening the second capacity rule or continues working on the current draft.

Known Issue: If you select any capacity rule directly after discarding the changes to a draft capacity rule, the Unsaved Changes warning appears again. This message is presented even though there are no longer any unsaved changes. To proceed with opening the capacity rule’s details panel, click OK on the Unsaved Changes warning. This issue will be addressed in an upcoming release.

Fix: Active Version Not Showing in Capacity Rules Management

We resolved the issue of the empty Active Version column in Capacity Rules Management. The Active Version column now displays each capacity rule’s active version.

Fix: Order of Assigned Presence Reasons Lists in User Management and Skylight

Previously, the order of the presence reasons lists assigned to users were inconsistent in the User Management page of the configuration UI and in Skylight. We’ve made updates so they are listed in ascending alphabetical order (A-Z) in both places.

Presence Reasons Lists are listed in ascending alphabetical order by default in User Management . If you sort them to view in a different order, it doesn’t change the order they are listed in Skylight.

Fix: CxQM Tracking ID Filter Displaying Null Values

An issue was found when using the Tracking ID quick filter in CxQM. When the Tracking ID field was blank for a call, the option in the filter displayed the text as “null”. This has been updated so when the Tracking ID field is blank, the filter option displays an empty field.

Fix: Results for Saved Searches/Interactions Not Showing in Quality Management Recordings

An issue occurred in Quality Management (CxQM) when double-clicking a saved search in Recordings > Saved Searches/Saved Interactions. The results were not displayed for the saved searches and interactions. We resolved the issue so that all results are displayed for the saved searches and interactions in this scenario.

Fix: Download Media File Error in CxQM

An issue was found when attempting to download an audio file of an interaction in CxQM. If the “Interaction ID” or “Segment ID” columns were not displayed or used on the Quality Management page, and a call was attempted to be downloaded, the download failed with an error stating “No data found”. This has been resolved so media files can be downloaded whether the “Interaction ID” or “Segment ID” are in use or not.

Fix: New Interaction Generated in Chat

We identified an issue where a customer could not send a chat message using the integrated solution after the interaction flow had terminated. We resolved this issue so the message is generated on a new interaction.

Fix: Agent Response Text Area Alignment in Skylight

We corrected an alignment issue that appeared at some resolutions in the agent response text area (messaging text input) in Skylight.

Fix: Email Addresses with Capital Letters in Skylight Desktop Contact Records

An issue occurred when attempting to add an email address containing capital letters to a new contact record in Skylight Desktop. The email field was outlined in red and the Create button was grayed out, preventing the record from being created. We’ve resolved the issue so that email addresses with capital letters can be added to contact record.

Fix: Interactions On Hold After Adding a Second Participant in Skylight

An issue occurred in Skylight when an agent added another agent as a participant to the and then disconnected prior to the second agent accepting the work offer. In this scenario, the interaction continued to be on hold after the second agent accepted the work offer despite being the only agent currently in the interaction. We resolved the issue so that, in this scenario, the interaction is not on hold when the second agent joins and is the only agent in the interaction.

2019 Q4 Maintenance Release: 4
All Regions		March 21, 2020 11:00 - 17:00 UTC

New Interaction Detail by Queue Advanced Report

We have added an Interaction Detail by Queue dataset to Analysis in Historical Reporting V2. This data set allows users to see interaction data broken up by queue entry.

Update: Expanded Timezones List (Historical Reporting V2)

We’ve added more timezone options for selection under the data source filters in Historical Reporting V2.

Update: Removed Pause Data Retrieval Button (Historical Reporting V2)

Issues were identified with the Pause Data Retrieval Button in Analysis. We have disabled the button and removed it from the console. It will be reintroduced in an upcoming release.

Fix: Skills and Groups Columns Missing from User Management

An issue was identified where the Skills and Groups columns were missing from the User Management page. We’ve added these columns back and they are now available to select, sort, and filter.

Fix: Beginning of Agent Initiated Call Recordings are Sometimes Missing in CxQM

An issue was identified with recordings in CxQM for agent initiated calls. In some circumstances, the first part of the call wasn’t included in the recording because the recording only began initializing when the agent and customer were connected. We made improvements so the recording begins initializing while the customer is being dialed. Now, in most circumstances, the call recording begins during ringing while the call is being connected.

Fix: Errors with Agent Performance Standard Report

Error messages appeared when attempting to run the Agent Performance Standard Report in Historical Reporting V2. Incremental performance improvements have been made so the report runs more efficiently.

Fix: Value Formats Correspond to Statistics in Custom Realtime Dashboards

An issue was identified when configuring a widget in Custom Realtime Dashboards, where a user could pair an inconsistent Value Format and Statistic. For example, selecting a time-based statistic Agent Resource Handle Time (dd:hh:mm:ss), but having the format percent available for selection. This has been resolved so that the Value Format options available are relevant to the selected statistic.

Fix: Updated Columns in Agent Quality Report (Historical Reporting V2)

An issue was identified in the Agent Quality Report where the following columns: Initiated Transfers, CSAT, and Transfer % were returning unexpected values. These columns have now been updated and returning the expected data.

Fix: Interactions Stuck on Realtime Dashboards Due to Dynamic Play Media Notation

An issue was identified with calls that were passed through a flow containing the deprecated Dynamic Play Media flow notation. In some cases, those calls wouldn’t end properly following a customer disconnection and the interaction remained stuck in realtime reporting dashboards. Updates have been made so that the interactions end correctly, enabling the interaction to report as completed.

Please note that this is specific to flow versions that continued to use the Dynamic Play Media notation after it was deprecated on September 19, 2018. When one of these flows is next edited, the notation will be updated to the Play Media notation with the same configuration. Flows using a dynamic media in the Play Media or Collect Digits notation were not impacted by this issue.

2019 Q4 Maintenance Release: 3
All Regions		March 7, 2020 12:00 - 18:00 UTC

Update: Text Field for Text-to-Speech Media

We've updated the Text field for Text-to-Speech media in Media Management. Previously, text could only be entered on one line. We've expanded the text area for an improved user experience. Lengthy text now shows on multiple lines instead of one long single line. Additionally, you can enter multiple lines of text with line breaks.

Fix: Unsaved Changes Message After Updating User Management Emails

We identified an issue that occurred after updating user management emails and saving the changes. After closing the panel or navigating away from the page, a message was presented stating that there were unsaved changes. We resolved the issue so that the unsaved changes message is not presented when changes are successfully saved.

Fix: Unable to Assign Inherited Presence Reasons Lists to Agents

An issue was identified with assigning presence reason lists to users. Inherited presence reason lists that were shared by the parent tenant were not visible and couldn't be assigned to agents. We resolved the issue so that shared presence reason lists can be viewed and assigned to agents in child tenants.

Fix: Messaging Transcripts Generated for Inactive Clients in Chat

Previously, when an agent ended a chat interaction with an inactive customer, a messaging transcript would not be available in Historical Reporting V2. With this release, a messaging transcript is now available.

Fix: Callback Requests Tallying Incorrectly

An issue was identified where callback requests when using the Start Callback notation, were being counted as both an In Queue and Abandoned Queue statistic. This has been resolved so that a callback request is now only counted in the In Queue statistic.

Fix: External Contact ID Shows Blank in Historical Reporting

An issue was identified when the External Contact ID field was empty for a contact in Skylight Desktop. In this circumstance, the External Contact ID column was blank for the contact in historical reporting. We resolved the issue so that a dash (- ) shows in historical reporting for any contact without an External Contact ID.

Fix: Improved Query Performance for Resource State Percentages in Realtime Reporting

Issues were identified during realtime percent calculations when extremely high volumes of data are present with the state percentages (for example, Ready %, Busy %, Idle % ) in Reporting API - Realtime Statistics, Custom Realtime Dashboard, and Realtime Dashboards. When extremely high volumes of data were being processed, timeouts would occur due to the query. We have improved the performance of the query to minimize the timeouts.

Filter by Groups and Skills in Historical Reporting V2

You can now segment agent-centric reports to view data by Agent Groups and/or Agent Skills in Standard Reports and Analysis in Advanced Reports.

Known Issue: Please note that the Groups and Skills filter are currently visible in Author Report and Author Dashboards, but not yet supported. This will be addressed in an upcoming release.

In Analysis, filtering by groups and skills is available at two levels as a data source filter and as a global filter. In Standard Reports, filtering by groups and skills is available only as a data source filter.

Data Source Filter: Filtering at this level occurs before the data is returned. The group and/or skills filters are available in the data source filter section of Analysis, and the groups and skills are available for selection under the Group and/or Skill filter drop-down.

Global Filter: To filter at this level, select the group and/or skill columns can be selected in Analysis and then filtered in the table. For more information on filtering at this level see configuring global and local filters.

This filtering is available in the following reports:

• Interaction Summary by Agent
• Interaction Details by Agent
• Agent Status Summary
• Agent Status Detail
• Agent Summary by Queue
• Agent Performance
• Agent Quality
• Reason Code by Agent
• Recording and Messages by Agents

As part of this feature, the following columns are available for selection in the above data sets:

Groups, Skills, Skill ID, and Group ID.

Filtering by group and skills shows the groups and skills that an agent currently has and not necessarily the groups and skills they had during the date range specified.

Update: Configurable Timeout to Disconnect Chat Interactions

A new parameter has been added to chat widget configuration called Client Disconnect Minutes. The purpose of this field is to define the number of minutes to wait for a customer message to be sent or a customer message typing indicator after the agent has replied to the initial message before ending the interaction for inactivity. This is an optional parameter. If left empty, interactions are left active until the agent ends it.

Known Issues:

• If a customer starts typing a message but then stops and doesn’t send it, the Client Disconnect Minutes are not followed and the interaction remains active until the agent ends it. This fix is planned for an upcoming release.
• The defined Client Disconnect Minutes values follow transferred interactions, considering the time that the first agent left their last message. A fix for this is planned for an upcoming release.

Update: Customer Continuing Chat After Agent Ended It

We’ve updated the integrated chat solution so that if an customer sends another message after an agent has ended their interaction, a new interaction is generated for the agent that maintains the chat history.

Update: Agent Chat Message Display While Being Sent

Previously, an agent’s chat message was removed from view while it was in the process of being sent to a customer. With this release, the message remains visible but greyed out until the send is complete at which point it appears the same as other messages in the chat history.

Update: Collect Message Response Messages Displayed in Chat

We’ve made an update to how chat system messages sent from the Collect Message Response flow notation are displayed in the agent’s conversation history. These updates make the flow triggered messages appear consistently with other system messages, providing a better agent experience.

Update: Contact Name Column Added to Interaction Detail by Agent Report in Historical Reporting V2

The Contact Name column is now included as an option in the Interaction Detail by Agent Report in Advanced Reports.

Update: Columns Added to the Interaction Detail by Agent Data Set (Historical Reporting V2)

The following columns have been added to the Interaction Detail by Agent data set:

• Start Time
• Queue Time
• Queue Name
• Queue ID
• Segment Number
• SLA
• CSAT

Update: Improvements to Scheduled Release Impacts

We’ve made improvements to CxEngage services that lessen potential impacts to agents during scheduled release windows.

Fix: Platform Role Menu Showing for Existing Users

We identified an issue where the Platform Role menu showed and a new platform role could be selected when adding an existing CxEngage user to a tenant. The user’s platform role wasn’t successfully updated using the menu. We’ve resolved the issue so that this menu is disabled when adding existing users to tenants.

Fix: First Name and Last Name Required When Changing the Role of an Invited User

We identified an issue with changing the role of a user who hadn’t yet accepted an invitation to the tenant. Administrators couldn’t change the user’s role without first entering a First Name and Last Name in the user profile. We’ve resolved the issue so that administrators can now change a user’s role in this scenario without entering a First Name and Last Name.

Fix: API Routes to Delete Artifacts and Artifact Files

We’ve corrected the routes provided in our documentation for the API calls used to delete artifacts and artifact files. Both were updated to include a parameter for the interaction ID which is required for a successful request.

Fix: Unicode Characters Prevent Configuration Pages from Loading

We identified an issue with configuration pages for entities (for example, queues, skills, and flows). If either of the unicode characters Line Separator (U+2028) or Paragraph Separator (U+2029) were entered in any text field on the page, the page did not to load. We resolved the issue so that these characters can be used and don't prevent the configuration page from loading.

Fix: Enable/Disable Toggle on User Management Email Templates

We identified an issue that occurred for User Management Email templates in the configuration interface. In the details panel, a toggle incorrectly showed the email template as disabled even though email templates are always enabled. We resolved this issue by removing the toggle.

Fix: Non-Critical Chat Error Messaging for Agents

Previously, agents handling chat interactions in Skylight were presented with an error for non-critical system messages. Updates have been made to audit these system messages and suppress and non-critical error messaging to agents.

Fix: “Customer Viewed” System Message for Chat Interactions

We resolved an issue where the system message advising agents that the customer has viewed their message was still displaying after a subsequent message was sent that hasn’t been viewed yet. With this update, the “Customer viewed your message” label is removed when another message is sent, until that has also been viewed.

Fix: “Agent Disconnected” Messages for Chat Interactions

We resolved some minor issues surrounding the “Agent disconnected” system messages for chat interactions.

• For chat interactions where the agent disabled Wrap Up, a duplicate “Agent disconnected” message was sent to customers.
• If an agent transferred a chat interaction to another agent, customers were not provided with a message advising when that second agent disconnected from the conversation. This has been corrected so that system messages advising customers of when any agents connect and disconnect are sent as expected.

Fix: Chat Messages Sent From Flow After Work Offer Accepted

We resolved an issue with chat messages triggered by a Send Message flow notation. If the system message was sent after the interaction was accepted by an agent, it was overridden by the customer message and not actually viewed. Updates have been made so that all customer, system, and agent messages are sent and in their appropriate order.

Fix: Chat Text Display for Agents

We identified an issue with agent chat message displays. If the agent minimized the chat window during the interaction, the system message confirming that the customer viewed the last message covered the text of the last message. We’ve fixed this so that message text is no longer covered.

Fix: Callback Requests Tallying Incorrectly

This item was updated as of February 20, 2020 19:40 UTC.

A previous version of these release notes included an update to how callback requests are tallied as both an In Queue and Abandoned Queue statistic. This item has been removed, and will be included in an upcoming release instead.

Fix: Interaction Time Definition

We've updated the documented description of Interaction Time to correctly state that wrap-up time is not included in this statistic. Previously, the definition incorrectly specified that wrap-up time was included.

Fix: Null Option Added for Modifying a Statistic Widget on Custom Dashboard

An issue was identified where a user modifying a statistic widget in a custom dashboard was unable to change the value of the source switcher from an existing source and back to null. There is now a null option for the user.

Fix: Customer Disconnect Appearing as Active Interaction in Realtime Reporting

An issue was identified where, under specific circumstances, a customer disconnect would cause an interaction to appear stuck in realtime reporting tables. If a customer disconnected, the call continued to show as an active interaction. Further updates have been made so that in this scenario, the interaction no longer appears stuck in the realtime reporting.

Fix: Realtime Reporting – Modifying a Widget Clears Switcher Configuration

We resolved a known issue with modifying a widget’s configuration in Realtime Reporting. If an existing widget’s configuration was edited, any source switchers associated with it (Queue, Resource, Skill or Group) were removed. Changes have been made so when editing a Realtime Reporting widget, the associated switcher configuration remains.

Fix: Updated InteractionState and InteractionStateDuration in Realtime API

An issue was identified when making an API call in realtime API reporting. Once an agent was in wrap up state, the resourceStateList shows the interactionState as null and the interactionStateDuration is 0. Furthermore, when it involves multiple agents on a single interaction, while the initial agent is in wrap-up state, the next agent that will be included in the interaction will have a null state until the first agents finished wrap-up.

These issues have been resolved so that the agent’s interactionState and interactionStateDuration are showing the proper values. Additionally, other agents will be added to the interaction and the states and duration are calculated accordingly for all agents present in the state.

Fix: Exported Reports

An issue was identified when creating a table or chart in Analysis and then reapplying data sources filters before exporting. The exported report included data outside the filters. We have resolved this issue so the exporting feature includes data from within the filters.

Fix: Interaction Detail by Agent Standard Report (Historical Reporting V2)

The Interaction Detail by Agent Standard Report was not populating with data. This has been updated and now returning data.

Fix: Updated Column Formats in Custom Interaction Attributes by Agent Report (Historical Reporting V2)

An issue was identified in the Custom Interaction Attributes by Agent report where the timestamp columns were showing only the time and not including the date. These columns, Start Time and End Time, have been updated to include the date.

Fix: Updated Column Formats in Interaction Segment Details By Agent Report (Historical Reporting V2)

An issue was identified in the Interaction Segment Details By Agent report where the timestamp columns were showing only the time and not including the date. These columns, Start Time and End Time, have been updated to include the date.

Fix: Updated Column in Interaction Summary Report (Historical Reporting V2)

An issue was identified in the Interaction Summary Report where the following columns: Interaction Count, Queue Time, and Avg Customer Hold Time data is bringing back unexpected values. These columns have now been updated and returning the expected data.

Fix: Updated Columns in Agent Quality Report (Historical Reporting V2)

An issue was identified in the Agent Quality Report where the following columns: Initiated Transfers, CSAT, and Transfer % were returning unexpected values. These columns have now been updated and returning the expected data.

Fix: Updated Columns in Interaction Summary by Agent Standard Report (Historical Reporting V2)

The columns Agent Conversation Time, Avg Talk Time, Avg Handle Time, and Average Focus Time were empty when there were no values associated with that row. This has been resolved so these column display in days:hours:minutes:seconds format and display a 00:00:00:00.

Fix: Updated Columns in Interaction Detail by Agent Report (Historical Reporting V2)

An issue was identified in the Interaction Detail by Agent Report standard report where the Start time and End Time were displaying as DD:MM:YYYY. This has been resolved and the column now displays in MM:DD:YYYY format.

The following issues were identified in the Interaction Detail by Agent Report advanced report:

• The CSAT and Agent CSAT columns were displaying a percent sign ( % ) when there were no values in those columns. These columns have been updated to display a dash ( - ) to indicate when there is no values.
• The Contact ID column was empty. It now displays a dash ( - ) to indicate when there is no values.
• The following columns: Customer Hold Abandoned, Audio Recording, Messaging Transcript, and IVR Abandoned were displaying a "MA==". This has been resolved and these columns now display values.
• The columns Wrap Up Time, Agent Focus Time, Agent Consult Time, Agent Hold Time, No Reply Time, Work Offer Time, Work Accepted Time, Work Rejected Time, Add Participant Time, Segment Consult Time, Transfer Time, Segment Cancel Time, Segment Time, and Third Party Time were displaying in seconds. This has been resolved so these column display in days:hours:minutes:seconds format (dd:hh:mm:ss).

Fix: Updated Columns in Interaction Segment Summary by Agent to Agent Report (Historical Reporting V2)

Issues were identified in the Interaction Segment Summary by Agent to Agent advanced and standard Report where the following columns: Initiated Add Participant, Not Completed Add Participant, Handed Off, Initiated Transfer, Not Completed Transfer, and Third Party were not displaying the expected values. This issue has been resolved and these columns are now showing the expected data

Fix: Updated Columns in Interaction Segment Summary by Agent to Agent Report (Historical Reporting V2)

The following issues were identified in the Interaction Segment Summary by Agent to Agent standard and advanced report:

• The columns: Agent, Agent ID, Extension Type, and Extension Value, were showing empty cells when there was no value. These issues have been resolved so the Agent and Agent ID columns display a dash ( - ) and the Extension Type and Extension Value columns show a zero (0) to indicate when there are no values.
• The columns: Third Party, Segment Time, Handed Off, Transfer Time and Transfers we returning unexpected data but now have been updated and returning expected data.

In the advanced report only, we have renamed the column Transfers to Completed Transfer. We have added the column Not Competed Transfers.

Fix: Updated Columns in Interaction Summary by Queue Report (Historical Reporting V2)

The following issues were identified in the Interaction Summary by Queue standard report:

• The columns Queue Time, Average Queue Time, Max Queue Time, and Queue Callback Wait Time were empty. This has been resolved so these column display in days:hours:minutes:seconds format (dd:hh:mm:ss).
• The SLA column was empty but is now showing a dash ( - ) when there is a null value.
• The Queue Abandon Rate was empty but is now displaying as a percent ( % ).
• The Columns Queue Callback Requested, Queue Callback Answered, Queue Callback Unanswered were empty but now display a 0.

The following issues were identified in the Interaction Summary by Queue advanced report:

• The CSAT, SLA, and Agent CSAT columns were displaying a percent sign ( % ) when there were no values in those columns. These columns have been updated to display a dash ( - ) to indicate when there is no values.
• The Initiated Transfers was not returning the expected values. This issue has been resolved and this column is now showing the expected data.

Fix: Updated Agent CSAT Column in Agent Summary by Queue (Historical Reporting V2)

The Agent CSAT Column in Agent Summary by Queue Advanced report was returning the value LQ==. It is now displaying expected values

Fix: Third-Party Recordings in Historical Reports

An issue occurred when attempting to play a third-party recording (including CxQM) in either the Recordings and Messages by Agent report or Recordings and Messaging by Interaction report. When the recordings panel opened at the bottom of the report, the loading spinner remained active indefinitely. This occurred because third-party recordings can't be played in historical reporting; they are stored with the configured recorder. We've made improvements so that an error message is presented instead of the loading spinner.

To play back CxQM recordings, go to Quality Management > Recordings.

2019 Q4 Maintenance Release: 1
All Regions		February 8, 2020 12:00 - 18:00 UTC

Update: Send Message Flow Notation

The Send Message flow notation has been updated to better support Chat. The next time you edit or republish a flow that includes Send Message, the notation will automatically update and a system message will advise the number of notations replaced.

ACTION REQUIRED: If you want to use an existing flow with a Send Message notation to send chat messages, you need to republish your flow to get the updated notation. No action is required if the Send Message notation is only used for other channels such as Facebook messenger or the Messaging SDK, or for the Collect Message Response notation's binding value.

Update: Script Tags to Add Web Chat to HTML Page

With this release, the script tags that you add to your business website to implement our integrated chat solution need to include https:// instead of http://.

Anyone implementing chat prior to the release should continue to use http:// but update appropriately afterwards. The script provided in the Help instructions will be updated following the release.

ACTION REQUIRED: Following this release on February 8, 2020 chat customers should update their HTML script tags to https:// instead of http://. Do not update your script tags until this release has been completed. Using https:// prior to that time will not work.

Update: Apps Selection for Chat Widgets

Previously, the Apps menu when creating a new Chat Widget included all the digital channel apps provisioned for you. We’ve made updates so that any apps that you have already configured for another chat widget are removed, leaving only the apps available for selection.

Update: Allowed URLs Validation for Chat Widgets

Format validation has been added to the Whitelist URLs field for Chat Widgets. Previously, users were not made aware of invalid entries. With this update, an invalid entry results in a message with an example of the proper serialized origin format and a link to the RFC 6454 standards used.

Update: Disabling Actions Updating a Chat Widget

We’ve updated the Chat Widget management panel to grey out input fields and disable the Submit button while an update request was being processed. Previously, these fields appeared to be actionable while an update request was in progress.

Update: System Messages for Chat Messages

We’ve updated Chat to provide a system generated message that lets a customer know when an agent has connected or disconnected from the conversation, including their first name. For example, if an agent named John accepts the work offer then the customer would get “John connected.” If John ends the interaction before the customer closes their chat window, they’d see “John disconnected.”

• Known Issue: If an agent has their wrap up disabled, customers will see duplicate system messages advising of the disconnecting agent. This will be resolved in an upcoming release.

Update: Chat Transcript Generation

We’ve changed the point of an interaction in which a chat transcript is generated to be when a customer disconnects instead of when the interaction ends. This update makes the transcript available earlier and ensures that messages from subsequent interactions are not included.

Fix: Chat Widget Permissions

We identified an issue with the permissions required to access the Chat Widget page in the configuration UI. Users without the OUTBOUND_IDENTIFIER_READ permission were unable to access the page and advised that the permission was required. This has been resolved so that only the WEB_INTEGRATIONS_APP_READ permission is required, as expected.

Fix: Selecting App While Creating a Chat Widget

An issue was identified with the App dropdown menu while creating a chat widget in the configuration UI. Clicking off of the dropdown menu resulted in unexpected validation errors. This no longer occurs.

Fix: Chat Interactions From a Flow With Multiple Send Message Notations

We identified an issue with chat messages received on an interaction flow that used multiple Send Message notations, such as one with a defined value and another that used a Collect Message Response binding variable. In these scenarios, agents receiving the interaction were presented with an error banner. This has been resolved so that the error no longer displays and agents see the Send Message contents as expected.

Fix: Chat Transcripts With More Than 100 Messages

When we first introduced integrated Chat with our previous release, a chat transcript could only include up to 100 messages, dropping off older messages. Updates have been made so that all messages are included in a transcript, regardless of volume.

Fix: “From” Name in Send Message Not Displaying in Customer Chat

An issue was identified with chat interactions where the “From” name configured in a Send Message notation was not displayed in the customer’s chat window. Updates have been made so that the “From” name is displayed within the chat.

Fix: Help Link URLs Persist When Switching Between Tenants

We identified an issue with the Help link (?) URLs embedded within configuration UI pages on tenants with protected brandings. If you viewed a Help link from tenant with protected branded, and then switched to a tenant without branding, the Help links from the unbranded tenant continued to use the branded link URLs. Updates have been made so that this no longer occurs.

Fix: Unable to View or Modify a User’s Skills

We resolved an issue where users with the required permissions were unable to view and modify another user’s skills.

Fix: Updated User Profiles

An issue was identified where users who didn't have the required permission for specific sections of CxEngage (for example, Reporting) could still see it in the navigation menu with a white box below it. This has been resolved so the User Profile will display only the links for the areas in which the user has the permissions.

Fix: Email Integration with Multiple Listeners

An issue was found with email integrations containing multiple listeners. When an agent responded to an email the “From” address would show as the default SMTP user in the integration as opposed to the listener the email was originally sent to. Changes have been made so the “From” will now show as the contact point that the original email was sent to unless one has been specifically defined with an Assign Global notation.

Action Required: If you would like the “From” address to show from a specific email address other than the contact point, you can use the Assign Global notation in your flow to define the Interaction-EmailFrom variable.

Fix: Unable to Click “+” to Add New Item to a Media List

An issue occurred when attempting to add a new item to an existing media ist. The "+" button was grayed out and couldn’t be clicked to add the new item. We resolved the issue so that "+" isn’t disabled and can be clicked to add a new item.

Fix: Customer Disconnect Scenario Caused Delay in Reporting

An issue was identified where, under specific circumstances, a customer disconnect would cause an interaction to appear stuck in realtime reporting tables. The situation was specific to an interaction flow where the initial flow action involved a prolonged activity such as an API request or a lengthy timer. If a customer disconnected during that initial action, the call continued to show as an active interaction. Changes have been made so that in this scenario, the call is no longer considered active following the customer disconnecting.

Fix: Modify Gauges in Realtime Custom Dashboards

An issue was identified where users with permission to manage custom realtime dashboards weren't able to add or update the gauge thresholds in realtime custom dashboards unless they also had the MANAGE_ALL_MEDIA permission. These users are now be able to add and update the gauge thresholds without the MANAGE_ALL_MEDIA permission.

Fix: Definition for Interaction Time

We've updated the documented description of Interaction Time to correctly state that wrap-up time is not included in this statistic. Previously, the definition indicated that wrap-up time was included.

Fix: Data in Agent State Table Incorrectly Aligned

We resolved an issue in the Agent State Table where data wasn't aligned correctly under the corresponding column header. This issue occurred in Internet Explorer 11 and Edge browsers.

Fix: CxQM Recordings

There were some instances that resulted in a CxQM recording failure for calls that had problematic parameters in their call details.

• Agent Names exceeding 32 characters or including special characters
• Lengthy parameter entries

Updates have been made to truncate longer strings and allow special characters including numerical values so that recordings for these agents can proceed.

Fix: Queueing an Interaction Multiple Times Resulting in Stuck Interaction

We identified an issue that could have resulted in interactions getting stuck in queue. If an interaction was transferred multiple times on the same queue, it could eventually get stuck and not presented to another agent. For example, if an agent attempted to warm transfer a call back to the same queue in which it was received on, canceled the warm transfer, and then cold transferred the call back into that same queue the call may have gotten stuck. This has been resolved so that multiple transfers can be completed.

Fix: Callback Expiration Times Failing to Defaults

We discovered an issue with the expiration time frames configured for queue callbacks. Instead of following the Expire Callback After value configured within the flow, the callback expiration time would use interaction expiration default values. This has been resolved so that queue callbacks expire according to the Expire Callback After parameter configuration.

Fix: Callbacks Allocate to Agents After Timeout

An issue was found where, in some cases, queue callbacks would allocate to an agent despite having been expired. This caused the interaction to become stuck with the agent who received the interaction. Changes have been made so expired callbacks dequeue and do not allocate to agents.

Fix: Error Code Displays After Agent is Successfully Logged in to Skylight

We resolved a known issue with Skylight error messages continuing to display even after the agent had taken corrective action. In some cases, agents would have needed to refresh the Skylight page in order to clear the error banner at the top of the screen. Changes have been made so the error message will clear after the corrective action has been taken

Fix: Messaging Text Area Cursor Focus Defaults to End of Line

We resolved a known issue with searching through messaging templates. If an agent had attempted to edit a message template in the middle of the search term, the cursor would refocus back to the end of the line. Changes have been made so the cursor no longer refocuses in this scenario.

Fix: Console Messages for Agent’s Chat Actions

We discovered that warning messages appeared in the Skylight browser’s developer console view when an agent an agent typed a chat message. Updates have been made so those warnings no longer occur.

This behavior did not impact any chat functionality. The messages were only present if viewing Skylight with the console window view used by developers.

Fix: February 1, 2020
All Regions		February 1, 2020 12:00 UTC

Fix: Transfers Involving Third-Party Not Recording

An issue was identified with a specific transfer scenario that resulted in call portions not recording. If a call with a third-party participant in a conference was then transferred (warm or cold), the transferred portion of the call did not record. Changes have been made so that transferred calls are recorded as expected, if enabled.

Fix: January 23, 2020
All Regions		January 23, 2020 23:30 UTC

Fix: Updating User SIP Extension

An issue was identified with the updated version of the User Management page. Administrator's were unable to update other user's SIP extensions through the UI. Any attempts to edit or create a SIP extension resulted in an error. Changes have been made so that SIP extensions can be added or updated as expected.

Fix: January 22, 2020
All Regions		January 22, 2020 23:30 UTC

Fix: Silent Monitoring

An issue was introduced with the 2019 Q4 Feature Release where users were unable to monitor a call due to some controls not functioning. This has been resolved so that silent monitoring works as expected.

Chat Integration

This item was updated as of January 18, 2020 00:30 UTC.

We’re excited to announce the early access availability of an interactive chat messaging integration for CxEngage and your website(s). This new integration provides a more robust and customizable chat option than the previous Messaging SDK solution. With this new integrated solution, your customers can initiate a conversation with one of your agents from your website with a customizable messaging window designed to your own branding that includes features like a prechat data capture and typing indicators for both customer and agent.

The new integrated web chat messenger is available through an early access program. If you're interested in implementing this feature, or currently using the Messaging SDK for chat and want to switch to this version to take advantage of additional features and functionality, please contact your Customer Success Manager about being included in the early access program.

More information for the chat web messenger integration is available at these pages: 

• About Chat
• Implementing Chat
• Configuring Chat

ACTION REQUIRED: If you want to use the Send Message flow notation in an existing flow to send a chat message with the new integrated solution, you need to delete the Send Message currently in your flow design, replace it with a new one, and reconfigure it. Any previously existing Send Message notations will only work for the messaging channel it was initially configured for. This is a temporary action and will be fixed with an upcoming release. No action is required to use the Collect Message Response notation; this will work for chat messaging with it's current configuration.

Early Access Feature Availability and Updated Configuration UI Pages

This item was updated as of January 17, 2020 23:30 UTC.

All of the features and updated versions of UI pages listed on the Beta Features page are now generally available (GA) for all tenants. With this release, applicable UI pages will default to the updated versions. Any feature previously considered to be in an early access stage, including Outbound Identifiers, are also available by default and no longer require special permissions.

The Early Access UI page is no longer required for any CxEngage feature. It may be made available again for any early access features as needed.

 

IMPORTANT NOTE: You may notice some configuration UI pages failing to load when you log in following the release. If this happens, you can resolve the issue by clearing your browser cache and history and reloading the page.

Variable Speed Control for CxQM Media Player

With this release, the CxQM media player is improved by adding a new media player control button for selecting recording playback speed. Hovering over the Arrow button or the button’s drop-down menu of speed selections allows users to select from the variable speed settings of x 1.0 (normal playback speed), x 1.5 (one and one-half times normal playback speed) and x 2.0 (two times normal playback speed) to increase playback speed. Default is set to x 1.0 speed when the media player is opened.

Update: Twilio Integration

You may notice some additional text on the Integration Management panel for your Twilio integration. These currently are not available for use and will be part of an upcoming feature in a future release.

Update: New Permission

You may notice a new permission called TWILIO_GLOBAL_DIAL_PARAMS_MANAGE. This permission is for an upcoming feature that is not yet available. Please do not attempt to add this permission to any role through CxEngage.

Update: Confirmation Message for Unsaved Changes (New Management Pages)

This item was added to the release notes on January 13, 2020 07:00 UTC.

We’ve added a confirmation message that shows when a details panel has unsaved changes and you click another row on the management page. The message allows you to either continue editing or discard the changes.

Fix: Error Message When Creating a Disposition

This item was added to the release notes on January 13, 2020 07:00 UTC.

We identified an issue that occurred when creating a disposition in the configuration interface. After clicking Submit, an error message was presented and the disposition wasn’t created. We resolved the issue so the disposition is successfully created and the error message isn’t presented.

Update: Wrap Button in Flow Debug Logs

This item was added to the release notes on January 13, 2020 07:00 UTC.

We’ve updated the Flow Debug Log to include a tooltip that says “Wrap” when hovering your mouse over the wrap button.

Update: CxQM Centralized Logging

With this release, CxQM troubleshooting is greatly improved with the implementation of a centralized logging system that monitors, collects and forwards CxQM system logs directly to an internal application to help our Support teams with troubleshooting, development, and system management.

Update: CxQM UI Columns Updated

Continued integration of CxQM with CxEngage identified a few data columns in CxQM Administration, Playback, Reports, Evaluation, Coaching and E-Learning pages that needed updating to correspond with CxEngage reporting column names and input formats. These updates also add Agent Initiated as a data column and call direction in CxQM.

These CxQM column headers or options have been updated or added:

• CLID (Calling Line IDentifier): Now known as Customer Identification. The column shows the customer identification that was used to initiate the interaction from.
• Dialed Number: Now known as Contact Point. The column displays the number the customer dialed to reach an agent.
• Interaction ID: An Interaction ID column has been added to CxQM Reports.

CxQM date, time and direction column input format has been updated:

• Date: Formatted as MM/DD/YYYY.
• Start Time: Formatted to be HH:MM:SS.
• End Time: Formatted to be HH:MM:SS.
• Direction: Interaction (or Call) Direction is either:
  • In = inbound
  • Out = outbound
  • Agent Initiated = agent initiated interaction (new for CxQM)

Update: CxQM Performance Improvements

We've making updates to CxQM services that result in overall web performance improvements. Users may notice faster completion times for operations such as search, playback, reporting, and evaluations.

Update: Timespan Format added to In Routing Duration Column in Historical Reporting V2

This item was added to the release notes on January 13, 2020 07:00 UTC.

The timespan format (dd:hh:mm:ss) has been added to the In Duration Routing Column in the following Advanced Reports:

• Interaction
• Interaction Summary by Contact Point
• Interaction Summary by Flow
• Interaction Detail
• Interaction Detail by Contact
• Performance by Channel
• Inbound Traffic by Hour
• Disposition Summary
• Queue Interval Detail
• Queue Interactions
• Queue Entries
• Message Detail
• Custom Interaction Attributes by Agent

The format has changed from simply displaying in only seconds and milliseconds and now available in the days:hours:minutes:seconds format (dd:hh:mm:ss). It is no longer necessary to use our custom SQL formula to achieve the days:hours:minutes:seconds formatting.

In the Custom Interaction Attributes by Agent, it was showing as a percent, but now displays in the days:hours:minutes:seconds format (dd:hh:mm:ss).

Update: TenantID/Users API Response

This item was added to the release notes on January 13, 2020 07:00 UTC.

The tenantID/users API route has been updated to include aliasPlatformUserID in it’s response. With this update, responses from the tenantID/users route are consistent with those from tenantID/users/userID.

Fix: Incorrect Error Message when Performing a Bulk Action (Beta)

This item was added to the release notes on January 13, 2020 07:00 UTC.

We’ve corrected the error message that presents when performing a bulk action for a change that has already been made. For example, attempting to remove a skill from a user when the skill has already been removed from that user.

Fix: Unable to Change User Role Prior to Invitation Acceptance

This item was added to the release notes on January 13, 2020 07:00 UTC.

We resolved a known issue with creating a new user. Previously, Administrators were unable to change the user's role until after the invitation was accepted by the user. Now, Administrators, can submit role changes to pending invitations by clicking on Resend Invitation, which will update the role and send a new invitation to the user.

Fix: Resending Expired Invitations Using Bulk Actions in User Management

This item was added to the release notes on January 13, 2020 07:00 UTC.

We identified an issue that occurred when attempting to use bulk actions resend invitations when the invitations had expired. An error message was presented that the FirstName and LastName were mandatory. We’ve resolved the issue so that this error message doesn’t appear and the invitation is sent.

Fix: Missing Resend Invitation Button on User Details Panel

This item was added to the release notes on January 13, 2020 07:00 UTC.

We identified an issue where the Resend Invitation button wasn’t showing on the user details panel for users with an expired invitation. We’ve resolved the issue so that the button shows.

Fix: Region for User’s Twilio Extension Not Updating

This item was added to the release notes on January 13, 2020 07:00 UTC.

An issue occurred when updating the Twilio extension region for users who had capacity rules assigned to them. If the region was updated multiple times within the same session, an error was presented and the updated region wasn’t saved. We resolved the issue so that the region update is now saved.

Fix: Cannot Update Business Hours Exception to Include Current Time

This item was added to the release notes on January 13, 2020 07:00 UTC.

A known issue with adding a business hour exception has been resolved. Previously, adding an exception that included the current time resulted in two error messages stating “Record failed to save” and “Must be in the future”. Changes have been made so this no longer occurs.

Fix: Viewing Draft Flows (Flow Management Page – Formerly Beta)

This item was added to the release notes on January 13, 2020 07:00 UTC.

This update is specific to the early access of this page, formerly available through Beta Features.

We identified an issue with viewing draft flows when accessing the flow management page previously available through Beta Features. Users without a specific permission were able to view the published flows, but not the draft flows. This no longer occurs.

Fix: Temporary Recording Availability

This item was added to the release notes on January 13, 2020 07:00 UTC.

Temporary recordings requested with the Record Audio flow notation were being deleted 30 seconds after the customer disconnected. This meant that in a queue callback scenario, a temporary recording was often deleted by the time an agent received the work offer. We’ve made updates to avoid this issue by waiting until after the interaction ends to delete any temporary recordings.

Fix: Work Offers Terminating Due to Customers Disconnecting During Agent Play Media

This item was added to the release notes on January 13, 2020 07:00 UTC.

An issue was identified with with work offers being terminated as a result of callers disconnecting during the work offer phase. The scenario was specific to a flow design including a Play Media prior to the Conference Resource notation, such as with playing a whisper notification to the agent. If a customer disconnected during that media action, the work offer wouldn’t terminate correctly and the agent couldn’t end the interaction. Updates have been made so that in this scenario, the work offer terminates as expected.

Fix: Queue Callbacks Requeuing Until Customer Answers

This item was added to the release notes on January 13, 2020 07:00 UTC.

An issue was identified where queue callbacks would continue to requeue if the customer did not answer the call. This would cause a callback loop as the callback would continue until the customer answered. Changes have been made so if the callback is unanswered it no longer requeues.

Fix: Critical Error on Send SMS

This item was added to the release notes on January 13, 2020 07:00 UTC.

An issue was found when using the Send SMS flow notation. This notation caused a Critical Error banner to display for an agent when receiving an inbound SMS. Changes have been made so the error no longer occurs when receiving an inbound SMS.

Fix: Inbound SMS with UUID Content

This item was added to the release notes on January 13, 2020 07:00 UTC.

A rare issue was identified with handling an inbound SMS interaction. In the extremely unlikely event that the SMS message consisted solely of a CxEngage UUID, the message wasn’t recognized as a string format and failed to send to an agent. Updates have been made so that UUIDs are validated as a string format.

Fix: Unable to Transfer Callbacks

This item was added to the release notes on January 13, 2020 07:00 UTC.

An issue was found where callbacks were unable to be successfully transferred between agents. If an answering agent attempted to cold transfer a callback to another agent, the customer would be disconnected. Changes have been made so the customer is no longer disconnected and the call successfully transfers in this scenario.

Fix: Agents Unable to Login to Integrated Salesforce Skylight Toolbar

This item was added to the release notes on January 13, 2020 07:00 UTC.

An intermittent issue was found where agents were unable to login to their Skylight for Salesforce. In instances with slower connectivity, entering login credentials resulted in a stuck login screen with a loading indicator. Changes have been made so this issue no longer occurs.

Fix: Error When Using a Message Template Containing an Image (Message Templates - Formerly Beta)

This item was added to the release notes on January 13, 2020 07:00 UTC.

This update is specific to the early access of this page, formerly available through Beta Features.

We identified an issue that occurred when an image was added to a message template and then the template was assigned to a user. When that user replied to an email in Skylight Desktop using the message template, an error message was presented and the page went blank. We resolved the issue so that an error message is no longer presented and the page no longer goes blank.

Fix: Incorrect Error Message When Sharing a Disposition List (Formerly Beta)

This item was added to the release notes on January 13, 2020 07:00 UTC.

This update is specific to the early access of this page, formerly available through Beta Features.

We’ve corrected the error message that presents when attempting to share a disposition list that contains a disposition that isn’t also shared.

Fix: Clicking Ellipses on Skylight for Zendesk Records Using CxQM

This item was added to the release notes on January 13, 2020 07:00 UTC.

An issue was identified with using the interaction search history for records in Skylight for Zendesk. If CxQM was used for recordings, clicking on the ellipses for details from the interaction history search resulted in an error. This has been resolved so that no error is displayed, and agents can click on the ellipses for interaction details within a search history.

Fix: Updating CxQM Tenants

This item was added to the release notes on January 13, 2020 07:00 UTC.

We identified an issue with making updates to tenant details. In some cases, the updates failed to take effect for CxQM tenants. This no longer occurs.

Fix: CxQM Screen Capture Call Details

This item was added to the release notes on January 13, 2020 07:00 UTC.

An issue with call details missing from the screen capture display for CxCapture has been resolved.

Fix: Missing Artifacts for Call Recordings in Historical Reporting

This item was added to the release notes on January 13, 2020 07:00 UTC.

An issue was identified where a call was recorded in CxQM, but the artifact was not available in Historical Reporting. This issue has been resolved so the artifact is now saving and available in Historical Reporting.

Fix: Creating New Headers for Call Dates for CxQM Evaluation Forms

This item was added to the release notes on January 13, 2020 07:00 UTC.

An issue was identified with creating CxEvaluate forms with a new header field for call dates. Running the report with the new date filter wouldn’t provide expected call data. Updates have been made so that new header filters operate as expected.

Fix: Saving CxQM Recording Reports

This item was added to the release notes on January 13, 2020 07:00 UTC.

We identified an issue with saving a CxQM Recordings reports with duplicate names and using spacing to try to differentiate them. To resolve this, white space trimming on report names has been added and used for name validation.

Fix: CxQM Evaluations for Agent With “N/A” in Scoring

This item was added to the release notes on January 13, 2020 07:00 UTC.

There was an issue with CxQM evaluations that included “N/A” as an agent’s result. Evaluation reports for an agent wouldn’t include the N/A result and instead display as 0.00% result, making it difficult to differentiate from true “0” or “No” scores. Updates have been made so that evaluation reports display “NA” for questions with a “Not Applicable” score, and not included in percentage scoring.

Fix: Saving CxQM Evaluation Manual Fields

This item was added to the release notes on January 13, 2020 07:00 UTC.

There was an issue identified with saving CxEvaluate forms. Some of the manual field entries such as a caller’s name wouldn’t save when the form was completed. This has been resolved so that completed fields save as expected.

Fix: Updated Column in Interaction Summary Report (Historical Reporting V2)

This item was added to the release notes on January 13, 2020 07:00 UTC.An issue was identified in the Interaction Summary Report where the SLA column in the advanced report was displaying as a decimal. This has been resolved so it now displays as a percent.

Fix: Updated formatting in Interaction Detail Advanced and Standard Report (Historical Reporting V2)

This item was added to the release notes on January 13, 2020 07:00 UTC.

The following issues were identified in the Interaction Detail advanced report:

• The CSAT, Queue CSAT, and Agent CSAT showed a % when there is no value. These columns now show a dash ( - ) when there is no value.
• The Audio Recording, Messaging Transcript, and Contact ID columns were blank when there was no value. These columns have been updated so they show a zero (0) when there is no value.

An issue was identified in the Interaction Detail standard report where the Start and End Time columns were formatted as DD:MM:YYYY. This has been resolved so these columns are formatted as MM:DD:YYYY.

Fix: Updated SLA Format in Queue Entries (Historical Reporting V2)

This item was added to the release notes on January 13, 2020 07:00 UTC.

The SLA column in Queue Entries Advanced Report was not displaying as a percent. This has been resolved so this column now shows as a percent.

Fix: Date Format in Interaction Segment Details by Agent Report (Historical Reporting V2)

This item was added to the release notes on January 13, 2020 07:00 UTC.

An issue was identified where the Start and End Times were formatted as DD:MM:YYYY in both the standard and advanced Interaction Segment Details by Agent reports. The Start and End Time columns are now formatted as MM:DD:YYYY.

Fix: Updated Columns in the Message Detail Report (Historical Reporting V2)

This item was added to the release notes on January 13, 2020 07:00 UTC.

The following issues were identified in the Message Detail standard report:

• The Start Time columns was displaying in the format DD/MM/YYYY. This has been resolved so this column now show as MM/DD/YYYY.
• The Disposition Codes column was empty when there was no value but now displays a dash ( - ) to indicate there are no values available.
• The Agent Response Time was also blank but is now displaying values.
• The following columns were displaying empty: Time to Answer, Agent Response Time, Agent Conversation Time, Agent Talk Time, Wrap Up Time and Customer Conversation Time. These columns have been updated to display a 00:00:00:00 to indicate when there are no values for that column.

The following issues were identified in the Message Detail advanced report:

• The SLA column was displaying as a True or False but now displays as a percentage.
• The CSAT, Queue CSAT, and Agent CSAT columns were displaying a percent (%) when there was no values but they now display a dash ( - ) to indicate there are no values for that column.

A further update to this advanced report included removing the Interactions Column.

Fix: Updated Column Formats in Recordings and Messaging by Agent Report (Historical Reporting V2)

This item was added to the release notes on January 13, 2020 07:00 UTC.

The following issues were identified in the Recordings and Messaging by Agent Report in standard and advanced reports:

• In the standard report, the Start Time column was showing as DD/MM/YYYY. This has been updated to display as MM/DD/YYYY.
• The Agent Handle Time column was empty when there were no values. It now displays 00:00:00:00 to indicate when are no values for that column.
• The columns CSAT and Agent CSAT were displaying a % when there was no value. It now displays a dash ( - ) to indicate when there is no value for these columns.

Fix: Updated Column Formats in Interaction Summary by Agent Report (Historical Reporting V2)

This item was added to the release notes on January 13, 2020 07:00 UTC.

Issues were identified in the Interaction Summary by Agent standard and advanced report with the following columns: Average Agent Conversation Time, Average Talk Time, Average Focus Time, and Average Handle Time. These columns were showing empty cells when there was no value. These columns now display as 00:00:00:00 to indicate when there is no value.

In this report (in Advanced only), the Queue CSAT column was showing a percent ( % ) when there was no value for that column. Also, the SLA column was displaying as a decimal. These columns have been updated so the Queue CSAT column shows a dash ( - ) when there is no value for that column and the SLA column now displays as a percentage.

Fix: Time beside Reload Button in Advanced Reports (Historical Reporting V2)

This item was added to the release notes on January 13, 2020 07:00 UTC.

An issue was identified where the time stamp beside the Reload button in Analysis in Advanced Reports displayed only 15:11 UTC. Further, when the button was clicked to reload, the time stamp would update just the seconds but not the minutes. This issue has been resolved so the current time now displays every time the data is reloaded.

Fix: WFM API

This item was added to the release notes on January 13, 2020 07:00 UTC.

A rare issue was reported where, in limited circumstances, the WFM Interval API route for agent and queue data (wfm/intervals/agent-queue) encountered an error when attempting to pull data for large time periods. Updates have been made to improve response performance and avoid this issue.

2019 Q3 Maintenace Release: 5
All Regions		December 8, 2019 12:00 UTC - 18:00 UTC

Update: Historical Reporting (V1) EOL

This release note was added on December 6th, 2019 18:00 UTC.

In a previous release note, we stated that the existing historical reporting platform (V1) will be available until December 27, 2019, indicated in the configuration UI menu as Historical Dashboards (EOL 12/27). The End of Life (EOL) date for the existing platform has changed to Q1 2020 and the configuration UI menu has been updated accordingly. A confirmation of the updated EOL date will be provided closer to that time.

Configuration UI (Early Access) Updates

We made a number of improvements and fixes to the early access versions of the configuration UI pages available through Early Access Features.

Update: UUID Now Displays in Entity URL (Early Access)

We updated the early access or beta versions of configuration UI pages to include the UUID (universal unique identifier) at the end of the URL on that specific page as with the previous. For example, if you selected a user on the User Management page, the user’s ID wasn’t included at the end of the URL. The UUID is now included in the URL for the entity selected.

Fix: Page Size Resets After Clicking Actions (Early Access)

We identified an issue that occurred when you changed the number of rows per page from 20. For example, if you set it to 5 rows and then clicked Actions, the page size reset to 20 rows. We resolved the issue so that the page size stays the same when you click Actions.

Fix: Confirmation Message When Closing a Side Panel (Early Access)

We identified an issue that occurred when closing a side panel on a configuration UI page with unsaved changes. A warning message didn’t appear for the confirm if the user wanted to continue closing the panel without saving the changes. We’ve resolved the issue so that a confirmation warning message appears in this scenario.

Fix: Checkboxes Remain Selected After Completing Bulk Actions (Early Access)

We identified an issue that occurred after selecting items on a configuration UI page and making bulk changes. After making the bulk changes and closing the Bulk Actions side panel, the checkboxes next to the items were still selected. We resolved the issue so that the checkboxes are cleared after closing the Bulk Actions side panel.

Fix: Error Messages Shows UUID Instead of Name for Bulk Actions (Early Access)

We identified an issue that occurred when performing bulk actions in the early access versions of configuration UI pages. Instead of showing the name of the item that failed to update (for example, a username), the item's unique identifier (UUID) was presented. We’ve resolved the issue so that the name of the item or user that failed to update shows in the error message.

Fix: Page Number in User Page (User Management - Early Access)

We identified an issue on the User Management page when entering the page number in the page box to navigate to a specific page, it would only navigate to Page 1. The paging now navigates to the number entered in the page box.

Fix: State Column Filter (User Management - Early Access)

We’ve updated the State column filter on the User Management page from a text box to a drop-down menu.

Fix: Incorrect Error Message When Removing Skills or Groups from a User (User Management - Early Access)

We identified an issue when using bulk actions to remove users from a group or skill in which they didn't belong. An additional error message appeared stating the user didn’t have a First Name or Last Name set in their user profile even if they did. We resolved the issue so that message doesn’t appear. Only the expected warning message stating that the user isn’t associated with the selected group or skill appears in this scenario.

Fix: Error Message When Adding a Permission or Capacity Rule to a User (User Management - Early Access)

We identified an issue where both success and error messages were presented when a permission or a capacity rule was successfully added to a user. We’ve resolved the issue so that only the success message is presented.

Fix: Deleting Contacts in Transfer Lists (Transfer List Management - Early Access)

We identified an issue where users without the required user permission could delete contacts from a transfer list. We’ve resolved the issue so that only users who belong to a role with the required permission can delete contacts on transfer lists.

Fix: Login Error Messages for the Configuration UI

We’ve corrected the following issues related to error messages that show when attempting to log in to the configuration interface:

• The correct error message now shows when you attempt to log in with incorrect credentials. The error message states that the username or password is invalid.
• We’ve fixed a typo in the error message that shows when an unexpected error occurs that prevents you from logging in.

Fix: Work Offers Terminating Due to Customers Disconnecting During Agent Play Media

An issue was identified with with work offers being terminated as a result of callers disconnecting during the work offer phase. The scenario was specific to a flow design including a Play Media prior to the Conference Resource notation, such as with playing a whisper notification to the agent. If a customer disconnected during that media action, the work offer wouldn’t terminate correctly and the agent couldn’t end the interaction. Updates have been made so that in this scenario, the work offer terminates as expected.

Fix: Click to Dial Causes Increase to In Queue Statistic

An issue was identified where, during the work offer, an agent initiated click to dial call would cause the In Queue statistic in Realtime Reporting to increase by 1. Changes have been made so the click to dial calls no longer affect the In Queue statistic.

Fix: Callback Option Causes Stuck Calls

An issue was identified with Queue Callback scenarios when callers pressed 2 to enter a callback number manually. If the caller either disconnected from the call or entered an invalid number of digits, the callback remained in realtime reporting and the callback did not occur. Changes have been made so the call no longer becomes stuck in reporting in this scenario. If an invalid number is provided, the callback defaults to the number used to make the call.

Fix: Loading Flow After PSTN Parameter Changes to Reusable Flow

An issue was identified in some cases with customer flows that contained a reusable flow. If the PSTN parameters of the reusable flow were changed, the customer flow failed to load in the Flow Designer. Updates have been made so that changes to these reusable flow parameters do not stop the customer flow from successfully loading.

Fix: Skylight Displaying Agent Statistics Upon First Login

An issue was identified where, in some cases, when an agent logged in to a Skylight product for the first time of the day, values for certain statistics were displayed as if they had already received work that day. Historical reporting did not reflect this incorrect data. Updates have been made so upon first login Skylight displays these statistics as with no values, as expected.

Fix: 1003 Error When Adding Notes to SMS in Skylight

An issue was identified when adding notes to an outbound SMS message prior to sending. This action resulted in a 1003 error message being displayed and the notes would not save. Changes have been made so that the Notes field is disabled until the initial SMS is sent. Once the agent sends the initial SMS, the Notes field is enabled.

November 25, 2019 - Historical Reporting Updates
All Regions		November 25, 2019 23:00 UTC

These release notes have been updated with new information as of November 24, 2019 19:00 UTC.

This release note was added on November 15, 2019 19:30 UTC

Historical Reporting V2 Updates

While the upgraded historical reporting service referenced in the 2019 Q3 Feature Release is still in an Early Access stage, we are continuing to release updates to it that improve user experience and overall functionality.

Fix: Interaction Queue Report Returning Limited Data in Historical Reporting

An issue was identified where the Interaction Queue data set returned only one row of aggregated data for all the interactions. We’ve resolved the issue so that a row of data is returned for each interaction.

Fix: Date Filter in Analysis in Historical Reporting

An issue was identified, with the date filter in Analysis, for tenants in the European Region. After selecting a date range, the date would reformat into the North American format causing no data to return. We have resolved this issue so the date formats correctly and data returns.

2019 Q3 Maintenance Release: 4
All Regions		November 23, 2019 12:00 UTC - 18:00 UTC

These release notes have been updated with new information as of November 22, 2019 19:00 UTC.

Fix: Digital Channels

An issue was found where digital channel interactions would intermittently fail to send, and manual intervention would be required to resolve service issues. Changes have been made to resolve these messaging failures.

Fix: Work Offers Terminating Due to Customers Disconnecting During Agent Play Media

An issue was identified with with work offers being terminated as a result of callers disconnecting during the work offer phase. The scenario was specific to a flow design including a Play Media prior to the Conference Resource notation, such as with playing a whisper notification to the agent. If a customer disconnected during that media action, the work offer wouldn’t terminate correctly and the agent couldn’t end the interaction. Updates have been made so that in this scenario, the work offer terminates as expected.

Fix: Custom Callbacks Automatically Disconnecting

An issue was reported where, in some instances, custom callback work offers were disconnecting prior to the Register Callback flow notation initiating the outbound call. Updates have been so that this no longer occurs.

Fix: Unable to Play Full Audio of Call Recording

An issue was identified that occurred in some rare instances when listening to longer call recordings. In some circumstances, the full length of the recording would not completely buffer prior to necessary security tokens expiring. This resulted in only the first part of the recording being available for listening. Changes have been made to increase the token expiry, allowing longer call recordings to buffer prior to expiring.

Fix: Create An Interaction API

An issue was identified when using the API to Create an Interaction. If the request body did not match the correct format as outlined, the interaction was added but would not run successfully. Changes have been made so the interaction is not created, and the expected error is returned.

Fix: Enabling or Disabling Early Access Features Without Applying Changes

This is a early access feature. If you need access to this feature before it is generally available (GA), contact your account representative.

We identified an issue that occurred when enabling or disabling features on the Early Access page. If you didn’t click Apply after changing the status and then navigated away from the page, when you returned to the Early Access Features page, your changes appeared to be saved. However, when you navigated to the given management page, it didn’t reflect the change because Apply wasn’t clicked. We resolved the issue so that if you enable or disable a early access without clicking Apply, the feature’s status reverts to showing it’s previous status when you return to the Early Access Features page.

Fix: Editing Role Permissions (Role Management Page - Early Access)

This item was added to the release notes on November 22, 2019 19:00 UTC.

This update is specific to the early access version of this page, available through Early Access Features.

We identified an issue with adding permissions to a role in the beta or early access version of the Role Management configuration UI page. Instead of adding the permission the loading icon remained and was followed by an error message. Updates have been made so that roles can be edited by appropriate users as expected.

Fix: Missing Password Reset Button on User Details Panel (User Management Page - Beta)

This update is specific to the early access version of this page, available through Beta Features.

An issue was identified where the password reset button on the user details panel wasn’t showing to users who had the required permissions to see it. We’ve resolved the issue so that the button now shows to users with the required permissions.

Fix: Phone Number and SIP Address Validation (Dispatch Mappings Management Page - Beta)

This update is specific to the early access version of this page, available through Beta Features.

We identified an issue that occurred when creating or updating an SMS or voice dispatch mapping. If the phone number or SIP address was incorrectly formatted, a validation warning message appeared. It wasn’t possible to click Submit to save the dispatch mapping. We resolved the issue so that Submit can be clicked to save the dispatch mapping in this scenario.

Fix: Error Message When Making Bulk Changes to Inherited Groups (Group Management - Beta)

This update is specific to the early access version of this page, available through Beta Features.

We’ve corrected the error message that shows when attempting to make bulk changes to a set of groups that include an inherited group (for example, the group called “everyone”). The message now states that inherited groups can’t be edited.

Update: Enable All and Disable All on Early Access Features Page

This is a early access feature. If you need access to this feature before it is generally available (GA), contact your account representative.

We’ve added Enable All and Disable All buttons at the top of the list of available beta features on the Early Access Features page. Click the appropriate button to enable or disable all of the features instead of clicking the individual toggle for each feature.

Update: Tooltips for Copying, Updating, and Viewing Flows (Flow Management Page - Beta)

This update is specific to the early access version of this page, available through Beta Features.

We’ve updated the tooltips on the Copy, Update, and View icons for flow versions in the flow details panel for an improved user experience.

Historical Reporting V2 Updates

While the upgraded historical reporting service referenced in the 2019 Q3 Feature Release is still in an Early Access stage, we have made a number of updates to improve user experience and overall functionality.

Fix: Date Filter in Analysis in Historical Reporting V2

An issue was identified, with the date filter in Analysis, for tenants in the European Region. After selecting a date range, the date would reformat into the North American format causing no data to return. We have resolved this issue so the date formats correctly and data returns.

Fix: Date Range Filter in Agent Performance and Agent Interval in Historical Reporting V2

This release note was added on November 20, 2019 19:00 UTC.

We identified an issue that occurred when using the Date Range filter in the Agent Performance and the Agent Interval Advanced Reports. Data didn’t return for the final day (end date) of the selected date range. We resolved the issue so data returns for the entire date range selected.

Fix: CSAT Column in Agent Quality Report in Historical Reporting V2

This release note was added on November 20, 2019 19:00 UTC.

We identified an issue where a null CSAT row showed as a % in the Agent Quality Report in Advanced Reports. We have resolved this issue so a dash (-) now shows in a null CSAT row.

Update: SLA Column Added to Interaction Queue in Historical Reporting V2

This release note was added on November 20, 2019 19:00 UTC.

The SLA column is now included in the Interaction Queue data set in Advanced Reports and is selected by default.

Update: Columns Removed in Interaction Detail Data Set in Historical Reporting V2

This release note was added on November 20, 2019 19:00 UTC.

The following columns in the Interaction Detail data set in Advanced Reports have been removed: Hook Sub Type, Hook Type, Hook Name, Interaction Hook, and Custom Attributes.

Historical Reporting V2 Updates

While the upgraded historical reporting service referenced in the 2019 Q3 Feature Release is still in an Early Access stage, we have made a number of updates to improve user experience and overall functionality.

Update: Remove Aggregate Columns from Interaction Detail by Agent Report in Historical Reporting V2

This release note was added on November 15, 2019 19:30 UTC.

We have removed the aggregated columns (Max, Min, Avg) from the Interaction Detail by Agent Report. To aggregate a specific column, click the column header in the table to select an aggregate function. The aggregate value shows under the column heading. For grouped data, the group's aggregate value shows at the top of each grouping.

Fix: Date Filter updated in Analysis in Historical Reporting (V2)

This release note was added on November 15, 2019 19:30 UTC.

We identified an issue where the date filters using equals (=) weren’t working correctly in Analysis. We resolved this issue so the data now returns correctly.

Fix: Audio File link not loading in Standard and Advanced Reports (V2)

This release note was added on November 13, 2019 19:30 UTC.

We identified an issue in the Recording and Messaging By Interaction and Recording and Messaging By Agent reports where audio recordings would not load. We have resolved this issue. To load audio recordings, ensure that you have the following three columns selected in your report or data set: tenant-id, channel and interaction-id.

Update: Query Optimization in Advanced Reports in Historical Reporting V2

In addition to ongoing performance work, we are optimizing queries in Advanced Reports. This is part of a sustained effort towards solving performance problems in Historical Reporting V2.

New Timespan Format in Historical Reporting V2

A new timespan format has been added to the Time Duration Columns in Advanced Reports. The format has changed from simply displaying in only seconds and milliseconds and now available in the days:hours:minutes:seconds format (dd:hh:mm:ss). It is no longer necessary to use our custom SQL formula to achieve the days:hours:minutes:seconds formatting.

Pause Data Retrieval available in Advanced Reports in Historical Reporting V2

Data retrieval can be paused when performing multiple actions in Analysis. Pausing Data retrieval eliminates the time spent re-rendering data as it turns off rendering until you would like your table or chart to be rendered.

Fix: Updated Queue Abandon Rate in Historical Reporting V2

We have resolved the inaccuracies in the statistic Queue Abandon Rate in the Performance by Queue Standard and Advanced Report.

Fix: Remove NULL Interactions from Agent Based Reports in Historical Reporting V2

We identified an issue with reports showing null agent ids for the following reports:

• Custom Interaction Attributes by Agent
• Interaction Details by Agent
• Interaction Summary by Agent
• Interaction Segment Detail by Agent
• Interaction Segment Summary by Agent
• Reason Code by Agent
• Recordings and Messaging by Agent
• Script Summary by Agent

We have resolved the issue, so the rows with null agent ids no longer show.

Fix: Date Filter updated in Analysis in Historical Reporting V2

We identified an issue where date filters using equals (=) weren’t working correctly in the Queue Entries data set in Analysis. We resolved this issue so the data now returns correctly.

Fix: Data now displaying correctly in Interaction Summary by Queue in Historical Reporting V2

An issue was identified using Interaction Summary by Queue data, where the end date was not being included in the date filter range resulting in missing data. We have resolved the issue so the data is now returning correctly.

Fix: Joined Data Set Name Cut Off in Menu Drop Down in Historical Reporting V2

We identified an issue in Analysis where the title of the joined selected data set names were not displaying fully. We have fixed the issue so the entire data set name now displays.

Fix: Fixed Channel by Contact title in Historical Reporting V2

We’ve corrected the title of the Channel by Contact statistic in Standard Reports. The updated report can be found at Reporting > Standard Reports V2, under Channel Reports.

Fix: Time Zone Drop Down now Visible in Dashboards in Historical Reporting V2

We’ve identified an issue in Author Dashboard where the timezone drop down was hidden. We have corrected this so upon setting the Timezone filter in Dashboard to Free Form, the timezone drop-down is visible.

Updated Versions of UI Pages

This is a early access feature. If you need access to this feature before it is generally available (GA), contact your account representative.

Updated versions of some CxEngage configuration UI pages are available. These new versions can be enabled on the Beta Features page. The new pages being added as beta features for this release are:

• Transfer List Management
• Presence Reasons
• Presence Reason List Management

Your current versions of these pages are still available and not changing. This update is expanding on the list of UI pages previously added to the beta or early access features.

Update: Tooltips in the Flow Manager Details Panel (Beta)

This update is specific to the early access version of this page, available through Beta Features.

We’ve added more tooltips to columns and buttons in the flow details panel for an improved user experience.

Fix: Tooltip When Editing Listeners in Integrations Management

An issue was identified where “flow.listener.edit.alt” showed as a tooltip when hovering your mouse over Edit on a listener. We made an update to remove this tooltip.

Fix: Queue Callbacks Not Requeuing After Agent Disconnect

Issues were reported with queue callbacks where the agent disconnected during the pre-callback media, prior to the customer being dialed. In this scenario, the callback interaction ended but continued to show in realtime reporting despite not being requeued. Changes have been made so that callback requests requeue in this scenario.

Fix: Enabling or Disabling Multiple Items Using Bulk Actions (Beta)

This update is specific to the early access version of this page, available through Beta Features.

We identified an issue that occurred when enabling or disabling multiple items using bulk actions in the configuration interface. In this scenario, a success message wasn’t presented and the status change wasn’t reflected until the page was refreshed. We resolved the issue so that the success message is presented and the status change shows.

Fix: Result Size Option of 6 in Business Hours Exceptions (Beta)

This update is specific to the early access version of this page, available through Beta Features.

We identified an issue where the page size options for business hours exceptions started with 6 rows per page instead of 5. We’ve updated the page size options to show 5.

Fix: Creating First Exception in Business Hours (Beta)

This update is specific to the early access version of this page, available through Beta Features.

We identified an issue that occurred when adding the first exception to a business hour rule. After configuring the exception and clicking Submit, the screen was stuck on the “Creating a new exception” window. The exception was created, but you had to refresh the page to see the change. We resolved the issue so that the exception is added and the window closes after clicking Submit.

Fix: Bulk Actions in Dispatch Mappings Management (Beta)

This update is specific to the early access version of this page, available through Beta Features.

We identified an issue where the following were missing in Dispatch Mappings Management:

• The Actions button was missing
• There were no checkboxes next to the dispatch mappings listed on the page

We’ve resolved the issue so that both of these items are now showing.

Fix: Result Size Options for Drafts in the Flow Management Details Panel (Beta)

This update is specific to the early access version of this page, available through Beta Features.

We identified an issue where only 5 could be selected as the number of rows per page for Flow drafts. We made updates so that more page size options are available in the drop-down menu.

Historical Reporting V2 Updates

While the upgraded historical reporting service referenced in the 2019 Q3 Feature Release is still in an Early Access stage, we have made a number of updates to improve user experience and overall functionality.

A previous version of these release notes included fixes to updating queue abandon rates and removing NULL interactions from agent based reports. These have been removed, and will be included in an upcoming release instead.

Fix: Removed Null Queues in Historical Reporting V2

We identified an issue with null queues displaying in Advanced Reports (V2).

• Agent summary by Queue
• Performance By Queue
• Interaction Summary by Queue

We have resolved this issue so the rows with empty queue names will no longer show.

Fix: Messaging Transcript Redirecting to the Audio File in Historical Reporting V2

We identified an issue with the Recording and Messaging by Agent data set in Advanced Reports (V2). The Audio Recording, Messaging Transcript, and Recording and Messages links were all directing to the same link even if there was more than one artifact for the row. We've removed the Audio Recording and Messaging Transcript columns. The link is now available only in the “Recording and Messages” column, where users can check the audio recordings and the message transcripts.

Fix: Removed Null Queues in Historical Reporting V2

We identified an issue with null queue names displaying in the Queue Interval Detail Report. We have resolved this issue so the rows with empty queue names will no longer show.

Fix: Username Displays in Shared Folder in Historical Reporting V2.

We identified an issue in the Shared with Me folder in Advanced Reports (V2) where the user ID was displaying. We resolved this issue so the username displays beside the report of the user who shared the report.

Fix: Updated Filter Column to include Flagged in Historical Reporting V2.

We identified an issue in the Overview dashboard in Standard Reports (V2) where the option to filter by Flagged was missing in the Filter Column drop-down. In Standard Reports > Dashboards> Overview, under the Filter Column, Flagged now appears.

Fix: Searching for CxQM Recordings with an Interaction ID

This item was added to the release notes on November 6, 2019 20:30 UTC.

An issue was identified with performing a custom search in CxQM recordings. In some cases, searching by an interaction ID resulted in an error and failed to present results. Updates have been made so that this no longer occurs.

Known Issue: Using the Return Total Record Count option results in the query results taking 10+ minutes to return. This will be addressed in an upcoming release. The option has been disabled for all restricted users to avoid the issue until that time.

Update: Twilio Client SDK Version

We have updated the Skylight suite of products to support the latest version of Twilio’s javascript Software Development Kit (SDK). The Twilio SDK 1.9.1 will now be used by default unless otherwise specified for tenants.

Fix: WFM Interval API Route Timeout

This item was updated as of October 23, 2019 13:30 UTC.

An issue was identified where for some customers the API calls for WFM Intervals were intermittently resulting in a 504 GATEWAY_TIMEOUT status being returned. This includes API calls for the Agent-Queue interval data. Changes have been made to resolve the timeout issue.

Update: Queue Abandon Outside Threshold Formula in Historical Reporting

This feature is still in an Early Access stage. If you need access to this feature before it is generally available (GA), contact your account representative.

We identified an issue where Queue Abandon Outside Threshold was not being properly reported as an abandoned outside of SLA. As a result, we have updated the formula for Queue Abandon Outside Threshold in Historical Reporting.

Historical Reporting Updates

While the upgraded historical reporting service referenced in the 2019 Q3 Feature Release is still in an Early Access stage, we have made a number of updates to make it accessible to customers and improve a number of areas

Update: Permissions Added to Enable Historical Reporting Access

We’ve added a new permission called CONFIG_REPORTING_BI_VIEW to the default Administrator and Supervisor roles.

This permission enables access to Historical Reporting, currently in Early Access. Users with this permission can access the new historical reporting services by going to the Standard Reports (V2) or Advanced Reports (V2) pages under the Reporting menu.

Users with the Administrator role can edit any custom role on their tenant to add this permission to enable access as needed.

Update: Exporting Charts as CSV in Historical Reporting

In Advanced Reports you can now export the underlying data of charts to CSV format. To export a chart, click the Export icon next the chart title.

Update: Add Event Time and Presence to Agent Status Summary (Historical Reporting)

We've added the Event Time and Presence to the Agent Status Summary data set in Advanced Reporting.

Update: Removing Widgets from Dashboards in Advanced Reports (Historical Reporting)

We’ve updated the label in the Settings menu for removing widgets (panels) from a custom dashboard. Previously, the menu item was labeled “Remove”. We’ve updated it to “Remove Widget” for an improved user experience.

To remove a widget from a custom dashboard, click the gear in the top right corner of the widget and click Remove Widget.

Fix: Re-enabled Aggregate Function in Historical Reporting

We’ve identified an issue where the aggregate function wasn’t available for pre-aggregated columns (Max, Min, Avg) in Analysis. This function is now available on these columns. To aggregate a column in analysis, click the column header and select Aggregate from the menu.

Fix: “0” Shows When a Disposition Code Wasn’t Selected (Historical Reporting)

We identified an issue where 0 (zero) was showing in the Disposition Code column in Advanced Reports when a disposition code wasn’t selected for an interaction. We’ve resolved the issue so that a hyphen (-) shows when the disposition code is blank (null value).

Fix: Fixed Date Format in Historical Reporting.

The date format is now displaying in the correct format in the data source filters in Advanced Reports. Previously it displayed as YYYY-MM-DD and now displays as MM-DD-YYYY.

Fix: No Data Returned When Date Equals a Sliding Date (Historical Reporting)

This item was updated as of October 11, 2019 17:50 UTC.

A previous version of these release notes included an update to setting a date filter equal to a sliding a date. This item has been removed, and will be included in an upcoming release instead.

Fix: Times Reported in the Agent Status Detail Report (Historical Reporting)

We identified an issue in the Agent Status Detail report that occurred when an agent had multiple sessions within a one-hour interval. Incorrect times were displayed. The statistics sometimes showed that the agent was in the given state for more than one hour during the one-hour interval. We've resolved the issue so that the report shows the correct length of time that agents spend in each state.

This fix addresses intervals going forward.

Fix: Remove Time and Time of Day Data Sets (Historical Reporting)

We identified two additional data sets displaying in Analysis (Time and Time of Day). We resolved this issue so the data sets are no longer visible in the drop down.

Fix: Agent Summary by Queue Report Columns (Historical Reporting)

We’ve updated the Agent Summary by Queue standard report in Historical Reporting to match the columns included in this report in Historical Reporting V1. We’ve also updated the Agent Summary by Queue data set in Advanced Reports to select the correct standard report columns by default.

Fix: Interaction Detail Report Columns (Historical Reporting)

We've updated the Interaction Detail standard report columns in Historical Reporting to match the columns and column order in Historical Reporting V1. We've also updated the Interaction Detail data set in Advanced Reports to select the correct standard report columns by default.

Fix: Scroll Bar in Visual Gallery (Historical Reporting)

We identified an issue that occurred when performing a search in the Visual Gallery in Advanced Reports. Prior to searching, a scroll bar was available to view all of the available visualizations. After searching, the scroll bar disappeared even if there were additional visualizations that required scrolling to see them. We resolved the issue so that the scroll bar also shows after searching.

Update: CxQM Media Player Updates

This release includes improvements to the CxQM Media Player such as:

• Mute/Unmute Buttons: A Mute/Unmute button has been added to the media player so evaluators can better control playback of recordings while entering evaluation and coaching session comments and attachments.
• No Auto-Play of Recordings: Previously, the media player would auto-play the recording selected for playback. This release sets the recording to the Pause mode, allowing the user to better control recording playback from the beginning.
• Minimize/Maximize Player Buttons: The media player now has a minimize/maximize button allowing the evaluator to control their workstation monitor space. By minimizing the player, the user gets more room on their screen to work with the evaluation form or coaching session. Only the media player is minimized.
• Player Window Close by the X (no longer available): With this release, the X button in the upper right corner, previously used to close the media player, has been removed.
• Hold or Pause Event Duration Times Shown: The media player now shows the total time duration of a hold or pause event in the recording's timeline. The mm:ss display sits to right of the Hold or Pause timeline indicators.

Update: CxEvaluate Forms

CxQM Evaluations (CxEvaluate) get a new, updated look and feel for user interfaces as well as evaluation functionality improvements with this release.

Improvements to the CxEvaluate form builder, user interfaces and experience include:

• New evaluation form builder format with colors, icons and labels that are consistent with CxEngage. Form sections are now clearly identified and easier to use.
• During evaluation form construction, the form’s window panes can be swapped by the user for ease of use.
• New Question Group construction controls and navigation for easier question group creation, minimizing and maximizing group space, drag and drop question group realignment and question group navigation buttons.
• New Question (within a Question Group) development controls that administrators will use to easily create, delete new and existing evaluation questions within a question group. Realignment of questions within a question group is easier via drag and drop navigation.

Improvements to the CxEvaluate evaluation form template, user interfaces and experience include:

• The evaluation form template being completely redesigned for ease of use for viewing, printing, emailing or exporting of an evaluation as well as management of attachment and recording files. The evaluation form template uses colors, icons and labels that are consistent with CxEngage.
• An improved scoring section to clearly see per skill set and overall scores achieved.

Update: Scalable Screen Capture for CxQM

The initial implementation of CxCapture carried some server and host capacity and infrastruture limitations. Architectural design changes and improvements and new services now provide CxCapture with the ability to:

• Provide a scalable screen recording option increasing agent support from the initial limit of 2400 hosts to 5,000+ hosts.
• Distribute agent hosts among the deployed Gateway clusters without having to change the installed screen capture configuration on the host workstations.
• Expand the Recorder to Screen Capture Gateway (SCGW) limitation past that of 12 Screen Capture Gateways.
• Perform agent Screen Captures from other third party systems using REST APIs.

Update: Using the CxCapture Player for Multiple Monitors

The CxCapture Player (media player) is used to playback screen-captured recordings of agent workstation screen activities. Some agent workstations have more than one monitor is use. This release improves the media player so that one agent screen or multiple screens of an agent can be played back from the recording. These improvements to the player include:

• Multiple Screen Playback: Some agent workstations will have more than one screen being recorded. This release allows an administrator to select and view any of the multiple screens on an agent's workstation from the recording.
• Multiple Screen Presentation (carousal screen effect): Upon opening, the media player screen playback area will show the first two of the number of multiple screens in the recording, side by side. If additional screens are available, a "carousal" effect is offered and controlled by circle-arrow icons on the left or right ends of the administrator’s media player screen. Clicking these icons to sweeps the carousal of recorded screens left or right. There is always two screens shown while in the carousal screen effect.
• Fit to Screen and Close Feature: In the multiple screen display mode, one of the multiple screens shown can be clicked on, which causes that selected screen to expand to fit the viewer's screen. The single screen player mode is closed by clicking on the 'X' button. This returns the user to the multiple screen carousal mode.
• Numbered Screen icons: While in the carousal screen mode, there are numbered screen shaped icons, in the upper right-hand corner of the screen. Each indicates the number of an agent's workstation multiple video screen that was recorded. Four icons indicates four workstation screens.
• Video Screen Scroll Bar: A scroll bar is provided to allow the user to move back and forth across the screen capture video screen.
• Interaction Activity Ribbon Bar Timestamps: Found above the recording’s blue waveform box, the Interaction Activity ribbon bar now contains timestamp indicators for the recording and event start and duration times.
• Interaction Information: The recording’s call information is now shown at the top of the player screen.

Update: CxQM Dependency on Recorder Numbers

With this release, a dependence on a legacy recorder number scheme used to generate unique identifiers (UUIDs) for CxQM tenant records of recordings has been removed. The recorder’s Communication Server (CommSrv), CxQM databases and recording and storage processes were recoded to eliminate the need for Recorder Numbers to be part of the UUID in record filenames and storage. Records and filenames created prior to this release will still contain and use the Recorder Number schema. Playback of recordings with a recording number are unaffected by this improvement.

Fix: Messaging Template Formatting

An issue was identified where messaging template formatting displayed incorrectly on the agent’s Skylight window. For example, if the template used a list with each item on a different line, the list would appear on the agent’s window with all items in a single line. Updates have been made so message template formatting displays as intended on the agent’s screen.

Fix: Duplicate Agent Sessions

An issue was identified where, in some circumstances, duplicate sessions for the same agent may occur. Duplicate sessions may be displayed in Realtime reporting, and cause various issues such as an inability to transfer calls. Changes have been made to resolve this by expiring any old sessions any time an agent logs in.

Fix: Interactions Not Being Recorded to Contacts in Skylight

An issue was identified, that in certain circumstances, interactions were not being recorded to the corresponding contact in Skylight. This frequently included when an interaction was created shortly after the contact creation time. We’ve resolved this issue so interactions record to the contacts as expected.

Fix: 833 Numbers in Transfer Lists

This item was added to the release notes on October 10, 2019 19:30 UTC.

An issue was identified with adding “833” numbers to Transfer Lists. Adding an 833 number such as +18334445555 as a Transfer List endpoint resulted in an error stating that the number failed e.164 validation. Updates have been made to allow 833 numbers to pass validation.

Fix: Viewing Tenant Names in Tenant Dropdown Menu

An issue was identified with the Tenant dropdown menu in the configuration console. If the user had access to any tenant with a long name (longer than the standard dropdown menu width), the first part of the tenant’s name wasn’t visible. This sometimes made it difficult to select the appropriate tenant. With this update, the view maintains the menu’s left alignment so that the first part of the tenant’s name is always visible regardless of its length.

You may need to clear your browser cache in order to receive this update.

Historical Reporting Upgrade (Historical Reporting V2)

These release notes have been updated as of December 6, 2019 18:00 UTC.

This item was added to the release notes on September 25, 2019 19:45 UTC.

We’re excited to announce the upcoming availability of CxEngage's upgraded business intelligence platform to improve user experience. Our enhanced platform for historical reporting is more intuitive, streamlined, and makes it easier to edit and manage reports. The historical reporting upgrade has all the reporting capabilities available before and now also includes:

• Global Time Zone Support: View dashboards and reports in any global time zone or see the same data for different time zones. Choose date and time formats.
• Improved Report Performance: More consistent performance. Faster loading and rendering of large data sets.
• Powerful Customization Tools: Fewer steps and no proprietary coding needed for creating and customizing reports and dashboards.
• Dynamic Chart Creation: Create visualizations and charts directly within the Analysis section of Advanced Reports for different perspectives and insights.
• Smarter File and Folder Structure: Create folders and subfolders to better categorize and sub-categorize dashboards and reports.

The historical reporting upgrade consists of these two sections:

• Standard Reports: Features 30+ reports and 4 dashboards ready for you to use without requiring any configuration. Find Standard Reports by going toReporting > Historical Reporting in the configuration interface.
• Advanced Reports: Enables you to create custom dashboards and reports. Begin by selecting the measures and attributes that you want to use. From there, you can create tables and charts to use in custom reports and dashboards. Find Advanced Reports by going to Reporting > Historical Reporting in the configuration interface.

Our existing historical reporting platform (V1) will continue to be available in the configuration interface under Reporting > Historical Dashboards until December 27, 2019. If you would like help recreating your custom reports in Historical Reporting (V2), please contact your account representative.

	EOL Date Change: The End of Life (EOL) date of Historical Reporting V1 availability (originally EOL 12/27) has changed to Q1 2020.
	This updated reporting platform is currently available as an "Early Access" feature. Additional functionality and UI updates will be made with an upcoming release, at which time your tenant(s) will be automatically updated. If you would like to access the new version prior to then, please contact your account representative.

Flow Debug Logs

Administrators can now access flow debug logs. A new Debug Log flow notation can debug entire flow environments or specified variables within specific branches of the flow. Data collected by the notation is available in a new configuration UI page called Flow Debug Logs. Flow Debug Logs allow for greater insight into flow steps, interaction timing, and summary route information for users building or editing flows.

• The new Debug Log notation can be found in the Data Exchange section of the Flow Designer palette
• Find the new Flow Debug Logs page in the configuration UI under Flows > Flow Debug Logs

Record Agents

A new flow default setting, Record Agents, has been introduced to allow the recording of agent side call legs. Enabling this feature will record agent consult calls in tandem with the customer call legs that are recorded by default. This allows for further monitoring with agent to agent calls, or any consultation calls an agent might make while their customer is on hold.

Find the new Record Agents feature in the Flow Default Settings in the Flow Designer.

Agent State Monitoring

Supervisors can now remotely change an agent’s presence state or work mode in the new Agent State Monitoring page. The page allows for both single and bulk agent changes. Agents can be made Ready when work is in queue, placed into Away states when they’ve forgotten to make the change themselves, or logged out when they have left for the day while still logged in. This page also allows for a more streamlined agent monitoring experience with channel identifiers, skill filtering, and current working statistics in one place.

Find the new Agent State Monitoring page in the configuration interface under Reporting > Agent State Monitoring.

Updated Versions of UI Pages

This is a early access feature. If you need access to this feature before it is generally available (GA), contact your account representative.

Updated versions of some CxEngage configuration UI pages are available. These new versions can be enabled on the Beta Features page. The new pages being added as beta features for this release are:

• API Key Management
• Message Templates
• Business Hour Management

Your current versions of these pages are still available and not changing. This update is expanding on the list of UI pages previously added to the beta or early access features.

Update: WebRTC Regions

We’ve made updates to some of the webRTC regions available in CxEngage and added support for an additional one (Interconnect – Singapore). These changes are a result of updates made by Twilio to expand their supported webRTC regions. Updates are available for integrations as well as user extension regions.

Update: Realtime Dashboard Load Times

This item was added to the release notes on September 25, 2019 19:45 UTC.

We’ve made updates to how CxEngage fetches realtime reporting dashboard data. These updates result in faster load times when accessing and switching between Realtime Dashboards.

Fix: Duplicate Session Resulting in Work Offer While Not Ready

This item was added to the release notes on September 25, 2019 19:45 UTC.

A rare issue was identified that could result in work offers being made to an agent believed to be in a Not Ready status. The issue presented if an agent was logged in and Ready but then logged in again, overriding the previous session, and remained Not Ready. In this scenario, it was possible for the agent’s presence to still be considered as Ready and be presented with a work offer until CxEngage recognized the overriding presence state. Updates have been made to avoid this from happening.

Update: Loading Historical Reports and Dashboards

We've made performance updates to historical reports and dashboards to improve their loading times. All standard reports and dashboards now use a new Tenant Name - ID filter instead of the Tenant filter.

Action Required: Update your custom reports and dashboards to use the new Tenant Name - ID filter instead of the Tenant filter.

Fix: Disabled Email Listeners Appearing Active

An issue was identified with inactive email listeners displaying as active in the Integration Management page. For example, a listener may have failed authentication and be disabled but appear as active in the UI. This no longer occurs.

Fix: Flow Design Scenario Caused Dead Air Calls

A rare issue was identified with a specific scenario resulting in dead air calls to agents. The scenario specifically applied if there was an action such as a Play Media notation between the Work Offer and Conference Resource notations in the resource portion of a flow. If the caller disconnected during the work offer to the agent, but prior to the agent answering, the agent would still be offered the call but as dead air. Updates have been made so that if a caller disconnects during the work offer phase the call is no longer offered to the agent.

Fix: Work Offer Timeout Scenario Caused Dead Air Calls

An infrequent issue was identified with work offer timeouts causing dead air calls to agents. When an agent missed a call work offer, there was a small timeframe in which their phone continued to ring after the work offer had already moved to the next agent. In some cases, if the agent answered the call during this time, they would only hear dead air. This has been resolved so the ringing times out prior to the work offer moving on.

Fix: No Data Returned on Script Detail Report

An issue was found where no data was returned on the Script Detail Standard report in Historical Dashboards. Changes have been made to address the issue and the report now returns data as expected.

Fix: Contacts with Forward Slashes ( / )

Issues were identified with contacts in Skylight Desktop when a contact attributes name contained forward slashes ( / ). Contacts with attribute names containing these slashes couldn’t be created, merged, or have interactions transferred to them. Updates have been made so contacts containing forward slashes ( / ) no longer experience these issues.

Following this release, issues were identified with two of the included fixes. As a result, some users may have experienced issues with custom queue callbacks. To correct those issues, the associated items have been removed from CxEngage and their release notes updated to reflect the rollback. These items will be included in an upcoming release when all associated issues have been resolved.

Update: Screen Pop for Skylight Flow Notation

We’ve made an update to the Screen Pop for Skylight flow notation that enables additional customization for screen pop behavior. New parameters can be used to define define which browser tabs or windows are used to present external screen pops to agents.

These parameters may look like the disable/enable toggles used in CxEngage, but in this context they are used to define left or right options.

• Pop Tab/Window: If the toggle is set to the left (grey, default setting), the screen pop opens in a tab in the browser window. If the toggle is set to the right (green), the screen pop opens in a separate window.
  • If set to open in a window, additional parameters allow you to define the window height and width, if desired.
• Pop to Existing/New: If the toggle is set to the left (grey, default setting), the screen pop will use an existing tab or window from a previous screen pop, if available. If one isn’t available, or if the toggle is set to the right (green), the screen pop creates a new tab/window each time.

In the example below, the notation is configured to pop to an existing window, if available. The first screen pop presented to an agent will open in a new browser window. Subsequent screen pops will use that same window if it is available, but create a new one if it was closed.

Update: Improvements to Queueing Services

We’ve made updates to some CxEngage services to help optimize overall queueing performance.

Fix: Flow Design Scenario Caused Dead Air Calls

A rare issue was identified with a specific scenario resulting in dead air calls to agents. The scenario specifically applied if there was an action such as a Play Media notation between the Work Offer and Conference Resource notations in the resource portion of a flow. If the caller disconnected during the work offer to the agent, but prior to the agent answering, the agent would still be offered the call but as dead air. Updates have been made so that if a caller disconnects during the work offer phase the call is no longer offered to the agent.

*This fix was rolled back and removed from CxEngage on September 4, 2019. It will be added to an upcoming release instead.

Fix: Work Offer Timeout Scenario Caused Dead Air Calls

An infrequent issue was identified with work offer timeouts causing dead air calls to agents. When an agent missed a call work offer, there was a small timeframe in which their phone continued to ring after the work offer had already moved to the next agent. In some cases, if the agent answered the call during this time, they would only hear dead air. This has been resolved so the ringing times out prior to the work offer moving on.

*This fix was rolled back and removed from CxEngage on September 4, 2019. It will be added to an upcoming release instead.

Fix: WFM API Timeouts

Updates have been made that optimize queries and improve the overall speed and performance of WFM Agent API requests.

Fix: Loading Standard Reports

This item was added to the release notes on August 29, 2019 18:50 UTC.

Updates have been made that result in incremental performance improvements to standard reports.

Fix: Starting Notation in Flow

Customer flows must begin with an Entry notation to initiate the flow. We identified an issue where a flow could be designed and published with a different notation preceding the Entry notation, which shouldn’t be allowed. Updates have been made to avoid this from happening. If a user attempts to publish a flow with a starting notation other than Entry, an error advises that “Start elements can not have parents”.

Fix: No Results Returned in the Interactions in Queue Table

An issue was identified with the Interactions in Queue table in realtime reporting. On large tenants with many queues, the table was blank and displayed “No Results Were Found” when there were interactions waiting in the queue. There were also no results returned for interactions-in-queue-list in the realtime API. We resolved the issue so that the table and API request return the details for the interactions waiting in queue in this scenario.

Fix: Error Message When Viewing Contact Interaction History in Skylight Desktop

We resolved an intermittent issue where the error message "12002: Failed to get interaction history for the contact ID specified " was presented when attempting to view a contact's interaction history in Skylight Desktop.

Fix: WFM API Timeouts

Updates have been made that optimize queries and improve the overall speed and performance of WFM API requests.

Update: WFM Queue Interval API for Configurable SLA

The WFM Queue Interval API has been updated to consider queue specific Service Level Agreements (SLAs) defined by configurable SLA settings. As part of this update, the answeredinSlaCount, abandonedinSlaCount, and shortAbandonsCount statistics are calculated with any user defined settings and abandoned thresholds.

If there are no user defined SLA settings configured for a queue, calculations will continue to use the default SLA settings.

Fix: Detail Information Not Saved When Creating New User

We identified an issue when creating new user profiles in CxEngage. When a new user was created, and the required information was submitted, the following user page would show the previously filled First Name and Last Name fields as blank. This has been resolved so when creating a new user, the First Name and Last Name fields save as expected upon initial creation.

Fix: Starting Notation in Flow

This item was updated as of August 6, 2019 15:30 UTC.

A previous version of these release notes included an update to the Flow Designer that prohibited notations preceding an Entry notation to start a flow. This item has been removed, and will be included in an upcoming release instead.

Fix: Creating Tenants and Users in CxQM

When a new tenant is created in CxEngage and CxQM is enabled, API commands are sent to CxQM to create the tenant, users, and roles within CxQM records. We identified an issue that resulted in CxQM being unable to properly create those details. This has been resolved so that CxQM can now receive and act on requests to create a tenant, roles, and users from CxEngage.

Fix: Agent Details Table Not Displaying Data

This item was added to the release notes on August 6, 2019 14:30 UTC.

An issue was identified with the realtime Agent Details Table. In some circumstances when tenants had a large number of interactions and agents, the query would time out and the Agent Details Table didn’t display data. The query was optimized to resolve the issue so that the table displays data.

Fix: Google Chrome Browser Version 76 Unable to Access Call Recordings in Historical Reporting

The latest Google Chrome Browser release, version 76 (released July 30, 2019), caused issues with accessing call recordings and messaging transcripts from Historical Reporting in CxEngage. On this browser version, attempting to access a recording did not open the expected window to listen to the recording. Changes have been made to address the compatibility with this version and recording access now works as expected.

Fix: User Management Actions

Some users may have noticed a new action available in the User Management panel to “manage reports on behalf of this user”. If a user tried to invoke this action it would have failed as the feature behind it is still in development and unavailable. The UI element was exposed accidentally as part of our last UI update. We have since remove this action from the Users page and look forward to providing more details about this new feature as part of our next quarterly release.

Fix: Accessing User Management

An issue was introduced with the 2019 Q2 Feature Release where users with the default Supervisor role, or a custom role with similar permissions, were unable to access the User Management page in the configuration console. This has been resolved so that all users with appropriate permissions can access the page as expected.

These release notes have been updated with new information as of July 19, 2019 18:00 UTC.

Error Handling for Data Exchange Notations

Data exchange flow notations can sometimes cause an error which, if not caught, can terminate the entire flow. Updates have been made to ensure that each of the data exchange notations include a response or ID parameter to bind the response, that any system errors triggered by these notations are caught, and that they return a “nil” response rather than the system error when this happens. This change allows the flow to progress to the next designed action rather than terminating.

The notation may still trigger an error that can be identified elsewhere in the flow. For example, updating a Salesforce object that doesn’t exist may still result in an error. Previously, that error response could have terminated the entire flow. With this update, the response will be nil and the flow will continue. Decision branches and conditions can be used to define flow paths for responses with data and those with nil.

Enabling/Disabling Custom Roles

This is a early access feature. If you need access to this feature before it is generally available (GA), contact your account representative.

Custom user roles can now be enabled by the parent tenant that owns the role. The option is available in the Role Management screen when editing or creating a custom role. Disabling this role affects this tenant and all child tenants. Users with this role assigned to them may lose access to the platform or specific features granted by this role if it is unshared.

Default CxEngage roles (Administrator/Supervisor/Agent) cannot be disabled.

Sharing/Unsharing Custom Roles

This is a early access feature. If you need access to this feature before it is generally available (GA), contact your account representative.

Custom user roles can now be optionally shared by a tenant administrator from a parent tenant to their child tenants. The option is available in the Role Management screen when editing or creating a custom role. Sharing is read-only for the child tenants, meaning only the parent tenant which owns the role, can make a change to it (such as changing the name, description or role permissions). Unsharing the role affects all child tenants. Users with this role assigned to them may lose access to the platform or specific features granted by the role if it is unshared.

Downloading and Deleting CxCapture Files

CxCapture has been updated with the ability to download or delete either a screen recorded interaction audio (in .wav or .mp3 format) only, video only (.wmv format) or both, audio and video files (.wmv). Users will be able to manage their storage space (and costs) better by eliminating large-sized screen capture video files when work is completed with them. Users who perform downloads or deletions will be tagged in Audit Trail messages noting what was downloaded or deleted, by who, and when.

CxQM User Experience

We've made some changes to CxQM to improve user experience.

• There is now an "expander" button in the users, groups, and resources lists windows allowing managers and supervisors to expand or contract the window footprint with size adjusted content for better viewing and easier selection.
• A "quick search" text box has been added to the users, groups, and resources lists windows to help users to zero in on specific data (such as names, agent IDs, evaluation IDs, or coaching activities) instead of having to scroll through long lists. Enter the specific data (such as a name or Agent ID) and the quick search will return a list of data that matches the request and present it in list form for easier viewing and use.

CxQM Conditional Resource Settings

The CxQM Administration Settings "Resource Configuration Options" have been updated to give customers flexibility to assign access to recordings based on users AND/OR resources. The global conditional resource settings (AND/OR conditionals) restrict user access to call recordings to provide users with another level of data segmentation and access controls to prevent unintended access to recordings.

The AND/OR conditionals can be applied to restrict a user from seeing any calls other than those with the assigned agent IDs AND a specific dialed number resource, OR restrict a user to seeing only calls to assigned agent IDs or dialed numbers, such as a DNIS.

This will help customers maintain compliance to privacy laws. For example, a Health Insurance company does not want Supervisors listening to calls over a reserved line that is used for calls about specific patient health related inquiries.

Updates & Fixes

Update: Refresh Rate for Metrics on Skylight Desktop

This item was added to the release notes on July 19, 2019 18:00 UTC.

We have identified some ongoing performance issues with some real time statistic queries. In an effort to optimize the platform performance, we have adjusted the refresh rate for the metrics displayed in Skylight Desktop while our performance engineering team addresses the issue.

All of the items below were added to the release notes on July 12, 2019 22:30 UTC.

Update: Exporting Flows With Scripts

When we first announced the ability to export and import a flow between tenants it was with the condition that the flow did not include a Script notation. We are pleased to announce that with this update, flows with scripts can be exported and imported as well. Any errors or warnings resulting from the Script notation will be included in the standard export/import validation that occurs and can be corrected upon import. To export a flow with the Script notation, the regular flow exporting process can be followed. See here.

Update: Timeout Value for Skylight to Acknowledge Work Offers

Before a work offer is presented to an agent, it must be acknowledged by Skylight. We’ve reduced that acknowledgement timeout to 10 seconds, at which point the unacknowledged enqueued interaction will look for another agent’s Skylight session.

Fix: "Last Updated By" in Queue Management

It was identified that the “Last updated by” was no longer visible when editing a Queue under Queue Management. This has been corrected so this now shows the “Last updated by” as expected.

Fix: Disabled Queues Show in “Endpoint” Dropdown

It was identified that disabled queues were showing in the “Endpoint” dropdown when creating a new Queue contact under “Transfer Lists”. This has been corrected so users no longer see disabled queues in the endpoint dropdown when contact type is set to “Queue”.

Fix: Boolean Contact Attributes Cause Error in Skylight Desktop

We identified an issue with creating a contact attribute with a Boolean value and adding it to a Contact Layout. If an agent attempted to create a new contact record in Skylight Desktop with that layout, they received a Critical Error. Updates have been made so that a new contact record can be created using a layout with a Boolean value, as expected.

Fix: Contact Attribute Does Not Save With a “/” in the Name

An issue was identified with creating new contacts in Skylight Desktop when a contact attribute's name contained a forward slash ( / ). In this scenario, the new contact failed to save. No error message or warning was presented when this happened. This has been resolved so that new contacts can be saved when contact attribute names contain a forward slash ( / ).

Fix: Clicking on Contact Layout Multiple Times in the Configuration Interface

We identified an issue that occurred when you opened a contact layout and then proceeded to open the same contact layout a second time. A warning message was presented that there were missing requirements even if there was not. In this case, clicking Cancel or Ok didn't function as expected and may have required the page to be reloaded. This has been resolved so that a warning message isn't presented when you click the same contact layout that you already have open.

Fix: CxQM Unresponsive During Startup

During CxQM deployment activities, some customers were unable to get configurations set due to unresponsiveness from CxQM. After examination of the processes, a patch was developed and applied that solved these issues.

Fix: Delays in Accessing or Searching in CxQM

Some users reported long periods of screen inactivity or waiting when accessing CxQM or using it’s Search feature. This was the result of various sorting and preparation activities having to act upon a very large number of call records and their data. Improvements have been made to reduce screen inactivity wait time by removing or recoding redundant system requests and process activities.

Fix: CxQM Evaluation Call Duration Display

It was reported that an interaction's total duration displayed differently between the Call Duration columns (MM:SS) on the CxCapture Evaluations page and List All Evaluations Reports. The duration on the List All Evaluations Report dropped first digit of the duration for calls longer than 99 minutes. For example, a call duration of 112:52 on the Evaluations page displayed as 12:52 on the List All Evaluations Report. This has been resolved so that the correct MM:SS duration is displayed in all reports.

Fix: CxCapture Screen Capture Files Not Saving to Database and Encountering Error

Customers reported that screen capture files were not being saved, could not be found, or played back. This occurred when a specific error, received from the gateway indicated no data was received at the end of the call.

CxCapture software maintains a list of screen captures currently in-progress. When it receives this error, (indicating the gateway did not get screen data from host), CxCapture removes the screen capture details from its in-progress capture lists. CxCapture searches for call capture details from the list to get the screen capture file size. When CxCapture tries to get these details (after call details are deleted) from the in-progress list and the call is not saved into the database (because it doesn't have file size), it will continue retrying to find file size.

We’ve made updates so that when screen capture details are not found in the current in-progress screen capture list, CxCapture will no longer continue to retry to get a file size. The call metadata files will be saved in the database.

Fix: CxQM Call Storage Database for Cold Transfers

When interaction recordings are made, an interaction record is created in the CustomerExperience database table, which is then copied and saved to the CallStorage database table. An issue was found where interactions records of agents using a "cold transfer" were not being transferred. The fix was to re-code the logic so that the record transfer event is triggered upon the end of the original call and not upon the agent initiated transfer.

Fix: Recordings Stopped by Calls Placed on Hold Following Multiple Transfers

An issue was identified where, in an extremely rare scenario, part of a call recording wouldn’t save to CxEngage. If a call was both warm and cold transferred to multiple agents, and the final receiving agent placed the call on hold, the recording stopped at that point for the remainder of the call. Changes have been made so that in this scenario, calls can be placed on hold with the full recording continuing as expected.

Fix: Export a Flow With Collect Digits End On #

We identified an issue with exporting flows. If the flow design included a Collect Digits notation that was configured to end on "#", the export stopped and failed at that point. Changes have been made so that this configuration can be exported as expected.

Fix: Discrepancy Column on Queue Interaction Report

An issue was identified with the discrepancy value for Discrepancy in the Queue Interaction report. In the discrepancy calculation, queue abandons that occurred during transfers weren’t counted. We resolved the issue so that Queue Abandons in the discrepancy calculation now includes queue abandons that occur during a transfer.

Fix: Call Recordings from a Flow with Temporary Audio

We identified an issue with call recordings for interactions received on a flow that used the Record Audio and saved the temporary recording(s). Instead of having the Record Audio recording artifacts saved as separate subtypes as expected, they were stitched together and included with the complete call recording. Updates have been made to separate the temporary audio recordings from the call conference recording and have them itemized as artifact subtypes of the interaction.

Fix: Record Audio Notation Issue When Recording Unmuted Silence

A rare issue was identified when using the Record Audio notation in a flow, where if the caller was not muted but the recording was complete silence, recording playback wouldn’t function as expected. This resulted in the call terminating without providing an error message. Updates have been made to provide the caller with a warning error message when this situation occurs, catch the error within the flow, and allow the flow to proceed.

Fix: Corrected Error Message Spelling

We corrected a spelling mistake found in the following error message:

"An unexpected error occurred. Please try again. If this error persists, please contact support."

Fix: Customer Disconnecting Directly After Work Acceptance Error

An issue occurred when a customer disconnected a call within a small window of time after an agent had accepted the work offer. In this circumstance, the message; "_ Error! Failed to acknowledge action. (Code: 4002)_" was presented to the agent. Changes have been made so this error no longer appears in this scenario, and the interaction ends as expected.

Fix: Email and Work Items Lost if Agent Disconnects During Work Offer

An issue was identified with email and work items that resulted in lost interactions. If an agent disconnected, logged out, or closed their Skylight session during a work offer for an email or work item then the interaction was lost. Updates have been made so that when an agent disconnects during the work offer, the interaction is requeued and presented to the next available agent.

Fix: Agents Unable to Mute When Returning to an Interaction

An issue was identified when an agent was brought back into an interaction that they previously muted themselves in. After returning to the interaction, they were unable to mute again.

• Example scenario: An agent had a call that they had muted themselves in, and cold transferred that call to another queue. Later in the interaction, the call was transferred back to the agent. The initial agent was then unable to mute themselves again.

We resolved this issue by removing the agent from the list of previously muted agents upon disconnecting from the interaction. Now agents can mute themselves again when an interaction is returned to them.

Fix: Cold Transfer While Call Is On Hold

An issue was found with the Hold button when completing a cold transfer with the caller on hold. If an agent places a call on hold and proceeds to cold transfer the call, the receiving agent’s desktop would show the call on hold, however, the call is not actually on hold.

Changes have been made so the call no longer shows on hold in this scenario.

Fix: Unended Duplicate Session Causing Critical Error in Transfer Menu

We identified a rare issue with agents accessing the transfer menu in Skylight. If the agent had a duplicate, unended session (from a reporting aspect) and attempted to open the transfer menu, a "Critical Error" message was displayed advising the agent to reload their browser. This has been resolved so that the error is no longer presented and the transfer menu will open as expected.

Known Issue

If an agent does have a duplicate, unended session, opens the transfer menu, and happens to reload their browser (as the previous error message advised to do) while in the transfer menu, the agent with the duplicate session will show a second time in the transfer list. This will be resolved in a future maintenance release.

Fix: Facebook Messages Not Displaying Incoming User’s Name

An issue was identified with the user name display for incoming Facebook messages in Skylight. Agent’s receiving incoming messages were unable to view the sender’s user name, unless it was from an admin user of that Facebook page. Updates have been made so that the user names are displayed in the messaging window as expected.

Fix: Emailed Hyperlinks Opening in the Same Skylight Window

An issue was identified where, if you click on a hyperlink in an email interaction, the linked page opened within the same Skylight frame. This caused the email information to be lost in the interaction. To resolve this, emailed hyperlinks now open in a new window, leaving the email content in the Skylight window.

Fix: Ending Queue Callback Early Results in Dead Air Call

An issue was identified when agents accepted a queue callback and then ended the interaction prior to the customer receiving it. In this circumstance, the call continued and the customer received a call with dead air. The agent was no longer present on the interaction; however, they would see a banner with the message Error! Failed to acknowledge action. (Code: 4002). Changes were made so proper signaling ends the interaction when the agent hangs up in this scenario.

Updates to WFM Queue Interval API

This item was updated with additional details as of May 31, 2019 17:15 UTC.

We've expanded our Workforce Management (WFM) API to include new metrics that provide additional granularity to WFM partners and users of WFM software. This update enables our WFM partners to more accurately account for how CxEngage interactions enter and exit a queue within interval windows. The events occurring in those windows align to WFM metrics like inbound queue call volumes (offered calls) and are used to better predict staffing volumes.

It is important to keep in mind that queue and interaction count data may not appear to be in sync when looking at realtime reporting data. Interactions may cross intervals, or not be completed yet. For example, an inbound caller requesting a queue callback counts as offered calls but won't count as handled until the callback is completed. If you're looking at realtime data before the callback is completed, you should expect a difference between those counts.

The new statistics added to the WFM Queue Interval API are: 

• add-participant-canceled-count (addParticipantCanceledCount): The number of times that an agent canceled an Add Participant action before another agent accepted the interaction, within a given interval. It's calculated off the end timestamp of the interaction queue record and reported in the interval window in which the initiating agent canceled the Add Participant request.
  This count increments the count of queue interactions when initiated over the same queue reported in the interval.
• conversation-time (conversationTime): The length of time, in seconds, between when a conversation starts and ends in an active interaction. This statistic includes Hold time. This metric is calculated off the end timestamp of the interaction queue record and reported in the interval window in which the interaction was handled.
  
• queue-callbacks-confirmed-count (queueCallbacksConfirmedCount): The number of times that an interaction is re-queued once a queue callback request is confirmed by the caller, over the same queue or different. For example, when a caller enters the callback number and submits the request, the interaction is re-enqueued back to the queue and counted. It's calculated off the end timestamp of the interaction queue record, and reported in the interval window in which the interaction was re-enqueued.
• queue-ended-count (queueEndedCount): The number of interactions that ended and were removed from the queue because of the flow's configuration or due to an error that occurred. It's calculated off the end timestamp of the interaction queue record and reported in the interval window in which the interaction ended.
  This count increments the count of queue interactions when initiated over the same queue reported in the interval.
• queue-timeout-count (queueTimeoutCount): The number of interactions that were removed from the queue because of a queue timeout configured in the flow that received the interaction, within a given interval. It's calculated off the end timestamp of the interaction queue record and reported in the interval window in which the interactions were removed.
  This count increments the count of queue interactions when initiated over the same queue reported in the interval.
• work-offer-canceled-count (workOfferCancelledCount): The number of work offers where either the flow cancels the work offer or the customer abandons before the agents accepts or rejects the interaction. It's calculated off the work offer end timestamp, and reported in the interval window in which the interaction was canceled.
• work-rejected-count (workRejectedCount): The number of work offers sent to an agent that were rejected during a given period of time. It's calculated off the work offer end timestamp, and reported in the interval window in which the interaction was rejected.
• wrap-up-time (wrapUpTime): The amount of time that an agent was logged in and spent in a Wrap-Up state during a given 15 minute interval. It's calculated off the end timestamp of the interaction queue record and reported in the interval window in which the agent wrapped up the interaction.
  Note: This varies from agentWrapupTime, which is calculated and reported individually within an applicable interval window, not totaled at the end of the interval.

Updates to the WFM Queue API documentation to include the new stats and metrics are in progress.

Fix: Answered Call Count in WFM Queue Interval API

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

The previous definition for an answered call in the WFM Queue Interval API was too broad, including a default value of answered for interactions that didn’t fall into other categories. This resulted in the answeredCallCount incrementing for calls that weren’t necessarily answered. This no longer occurs.

Fix: Queue Callback Requests Included in Answered Call Count for WFM Queue Interval API

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

An update has been made to the WFM Queue Interval API counts for calls answered (answeredCallCount). Previously, inbound callers that selected a queue callback option, were subsequently dequeued, and replaced with a callback request were counted in the answeredCallCount stat for that interval. With this update, queue callback requests are no longer counted as answered calls.

Fix: Queue Interaction and Offered Call Counts in WFM Queue Interval API

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

We identified an issue with WFM queue interval stats for interactions that were enqueued, offered, and completed in different interval windows. For example, a call entering a queue 7:59 (19:59), offered to and answered by an agent at 8:00 (20:00), and wrapped up at 8:16 (20:16). The counts for queued and offered interactions were reported on in incorrect intervals. In this example, the queueInteractions count would incorrectly get reported in the 20:00 – 20:15 interval window instead of the expected 19:45 – 20:00, and offeredCallCount would be counted when the conversation ended (20:15 – 20:30) instead of when it was offered to an agent (20:00 – 20:15).

Fix: Interactions Ending in Queue Counting as Answered

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

Previously, interactions ending while in queue were incorrectly counting as answered and included in related statistics for answered calls. Updates have been made so that these interactions are excluded from any answered call stat and instead included in a new WFM queue stat called queueEndedCount.

Fix: Non-Answered Interactions Counting as Answered in SLA

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

We identified an issue with some unanswered interactions counting as answered. If an interaction was dequeued after timing out, it was incorrectly included in the answeredInSLA count. This no longer occurs.

Fix: Null queue-id in queue-interval

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

We resolved an issue that, in some situations, could have resulted with incorrect null queue-id values in a queue-interval table if a Click to Email or SMS interaction occurred on the platform in that interval. Updates have been made so this can no longer occur.

Fix: maxQueueCount in WFM Queue Interval API

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

We identified an issue with flagged interactions in the WFM API. Instead of being removed from calculations, these were being counted in the maxQueueCount and inflating the statistic’s baseline. Updates have been made that exclude flagged interactions from the calculation.

Fix: Responding to Email Resulting in Error

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

An issue was previously identified with responding to emails in Skylight. If the CC or BCC field was already populated but didn't have a name attribute provided by the email provider, responding to the email resulted in an error and failure to send. Updates have been made to resolve this.

Fix: Delays in Verint Integration Files

This item was updated with added to the release notes on May 31, 2019 17:15 UTC.

An issue was identified with a delay in reporting run times that caused inconsistencies in data pulled by Verint integration.

When the reporting run time was delayed, and Verint Gateway pulled the data prior to the job running, data would either be unavailable or contain data from previously delayed jobs. Reporting run time intervals have been fixed in order to address any time delays with Verint integration polling.

Update: CxQM Media Player

The CxQM Media Player has been improved by updating the recording timeline by clearly indicating the Hold and Pause portions of call recordings. Hold or Pause potions of of call recordings are now clearly identified by it's type and color (PAUSE - striped red) or (HOLD - solid red), and includes a time stamp with a start time and end time.

Update: CxQM Keyboard Functions

CxQM now supports selected keyboard key functions in unison with Comment menu commands when working with the player's Coaching Comments. The menu command Save and the keyboard key Enter both save a comment. The menu command Cancel and the keyboard key Esc both cancel and exit from a comment's activity. The menu command Delete and the keyboard key Delete both will delete a recording comment with confirmation. Additionally, the Up and Down arrow keys are now available for highlighted scrolling through a recording's comment list.

Update: CxQM Action Menu Branding

This item was added to the release notes on May 24, 2019 20:30 UTC.

Updates have been made to the Coaching Comment’s Action menu to reflect the CxEngage tenant branding. Font and spacing will appear as other CxEngage menus, and the colors will be determined by the tenant’s branding configuration.

Fix: CxQM Deployment Activities

During CxQM deployment activities, some customers were unable to get configurations set due to unresponsiveness from CxQM. After examination of the processes, a patch was developed and applied that solved these issues.

Fix: CxQM Evaluation Forms with Conditional Question Groups

During the construction of a Quality Management evaluation, some users may have been unable to access the question group Settings after creating a conditional question group. This issue has been repaired. A review and re-merge of question group code cleared the problem.

Fix: Restricted User Groups Viewing CxQM Recordings

Several customers noted that groups of restricted users were not able to view recordings with a specific assigned resource, such as a DNIS. This has been fixed. Now, grouped users can view recordings according to their restrictions and permissions on the Playback Log.

Updates to Configurable SLA (Service Level Agreement)

Configurable SLA by Queue

We're pleased to announce the ability to configure Service Level Agreement (SLA) thresholds for queues, allowing queues to have their own specific SLA. In addition to setting the Service Level thresholds, you can specify how you want abandons to be treated within SLA:

• Exclude abandons: Calls that are abandoned within the abandon threshold are excluded from the SLA calculation, or
• Count abandons against SLA: Any call that abandons is included in the SLA calculation, because it is considered a lost opportunity and negatively impacts SLA.

With this update to configurable SLA, you can create multiple SLAs with different thresholds in Statistic Management and then assign one of those SLAs to a queue. Each queue can have only one SLA assigned to it. However, one SLA can be assigned to multiple queues. After you define the SLA thresholds, go to the Queue details panel and select the SLA you want to use from the Queue SLA menu.

Additional information:

• If you don't have a specific SLA selected for a queue, the tenant's SLA is used.
• You can create SLAs in the configuration interface in Statistics Management or via the REST API
• Interactions are calculated for SLA at the time that the interaction occurs. If you change the SLA configuration, SLA isn’t recalculated for previous interactions.
• The configured SLA provides both realtime and historical data.

Creating Multiple SLAs

You can now create multiple SLAs in Statistic Management and define their thresholds.

• Specify a queue's SLA by opening the queue details panel for a queue and selecting the SLA you want to use from the Queue SLA menu.
• Specify a tenant's SLA by opening the tenant details panel and selecting the SLA you want to use from the Default Tenant SLA menu.

SLA Versions

You can now create versions of an SLA and choose which version you want to be the Active Version. The active version is used for the SLA selected in the queue or tenant settings.

Selecting an SLA for Tenants

We've made updates to how you assign an SLA to your tenant. Previously, only one SLA was available to update in Statistics Management and it was used for the tenant’s SLA. Now that you can create multiple SLAs with different thresholds, go to the tenant details panel and select the SLA you want to use from the Default Tenant SLA menu. If you haven't configured any SLAs, your tenant uses CxEngage's default SLA. In CxEngage’s default SLA calculation, the SLA threshold is 20 seconds and abandons that occur in 20 seconds or less are excluded.

Deprecated Custom Metrics API Requests

With this release, we are deprecating the Custom Metric API requests previously used to configure SLA. Following this release, please use the new SLA API requests to create, update, and get SLAs. We'll update these release notes with a link to the API documentation for these SLA API requests at the time of the release.

Update: Please see the Service Level Agreement (SLA) API documentation for the new API requests.

Fix: Realtime and Historical Reporting Show Different Values for Total Interactions

An issue was identified where some interactions were incorrectly excluded from the Total Interactions count in realtime reporting. As a result, the Total Interactions count in realtime reporting was sometimes different from the value in historical reporting. We've resolved the issue causing those interactions to be excluded in the realtime Total Interactions count.

Quick Links: 

• New Items
• Updates
• Known Issues
• Fixes

New Items

CxEngage Beta Features

The new Beta Features page lists features and configuration console (UI) pages that are being released as Beta features prior to their official general availability (GA). The listed features and updates are not yet ready for general commercial release and may contain errors or defects. When a new page or feature is beta-ready, it can be enabled for a tenant through this page. New and updated items will remain as Beta Features until they are ready for General Availability (GA) in a future release.

Access to Beta Features is restricted. Only users who are granted the required permission can access the page and enable the features or changes. If you require access to a beta feature, please contact your account representative.

The Beta Features currently available are:

• User Management (updated UI)
• Group Management (updated UI)
• Skill Management (updated UI)
• Outbound Identifiers (beta feature)
• Outbound Identifier Lists (beta feature)
• Role Management (updated UI)
• Flow Management (updated UI)
• Dispatch Mappings Management (updated UI)

To submit feedback on any of the beta features that you are using, complete the feedback form on the Beta Features page.

Outbound Identifiers

This feature is currently only available as a Beta Feature. If you need access to this feature before it is generally available (GA), contact your account representative.

Outbound Identifiers and Outbound Identifier Lists can now be created in the configuration UI. Outbound Identifier Lists are assigned to a user, skill, or group. An agent with an assigned outbound identifier list has the option to select one of the identifiers in the list as the displayed contact information for agent initiated outbound interactions from Skylight.

Outbound Identifiers specify the friendly display name, value, channel type, and the associated customer flow. An Outbound Identifier List is then created with a selection of the saved Identifiers, like how Presence Reasons and Presence Reason Lists are created.

You may have the same phone number value for an identifier for both voice and SMS channels. Create a separate identifier for each of the channels, using the same value. You can include the channel type in the name to help with agent selection. For example, “Customer Support – Voice” and “Customer Support – SMS” may have the same phone number.

To create, edit, or assign Outbound Identifiers and Outbound Identifier Lists you must have the default Administrator role, or a custom role that includes the following permissions:

• OUTBOUND_IDENTIFIER_CREATE
• OUTBOUND_IDENTIFIER_MODIFY
• OUTBOUND_IDENTIFIER_READ
• OUTBOUND_IDENTIFIER_ASSIGN

To view Outbound Identifier Lists and select an Identifier in Skylight you must have the default Agent role, or a custom role that includes the OUTBOUND_IDENTIFIER_READ permission.

IMPORTANT NOTE FOR EMAIL IDENTIFIERS:  In order to have an email sent from an address other than one configured as a listener on your email integration, that address must be verified through the email client. If the email address isn’t verified, any emails sent from that identifier will appear as being sent from the identifier name but are actually sent from your tenant’s configured listener address. Instructions to verify outbound emails from another address can be found through your email service. Gmail Outlook Office 365 Business (Outlook on the Web)

Known Issues:

• Outbound Identifiers are not currently available for Zendesk integrations.
• Outbound Identifiers should only have an active customer flow assigned to them. Currently, the Flow Id drop down menu also includes invalid options such as reusable flows and disabled customer flows that should not be selected.

To enable Outbound Identifiers, you also must enable Outbound Identifier Lists as well as the beta versions for User Management, Group Management, and Skill Management.

Assigning Dispatch Mappings to Flow Versions

This feature is currently only available with the Beta Features version of the Dispatch Mappings Management UI. If you need access to this feature before it is generally available (GA), contact your account representative.

The Dispatch Mappings Management page has been updated to specify which published version of a flow to use. The Flow Version defaults to the active version of a flow but can be edited in the dispatch mapping panel details to any published version. Mapping to a specific flow version allows you to test a version of a flow before updating your primary mapping. For example, you may edit a customer flow for “Inbound Sales”. Before using the new one for your Inbound Sales dispatch mapping, you can assign the version to a different mapping value and test it. You can then assign that version to your Inbound Sales dispatch mapping or make it the active version.

Best Practice Tip: The Make active toggle is enabled by default when publishing a new flow version. If you want to test the newest version of the flow before setting it as the active version, click to disable the toggle in the Publish pop up.

Agent Experience Permissions Required for Transfer Menu Items

Agents now require specific permissions to view Agents or Queues in their Skylight Transfer Menu.

• The AGENT_EXPERIENCE_TRANSFER_MENU_AGENTS_VIEW permission enables the Agent list in an agent’s transfer menu. Users without this permission do not have the Agent list visible to them for a transfer.
• The AGENT_EXPERIENCE_TRANSFER_MENU_QUEUES_VIEW permission enables the Queues list in an agent’s transfer menu. Users without this permission do not have the Queues list visible to them for a transfer.

These permissions do not impact Transfer Lists. If a Transfer List is assigned to an agent, they can view and select any contacts included within it.

POSSIBLE ACTION REQUIRED:  The new permissions have been added to all default CxEngage roles. If you have a custom role for agents and want them to be able to select Agents or Queues in their transfer menus, update their roles to include the necessary permission(s). If you use the default Agent role but do not want agents to have Agents or Queues in their transfer menus, create a custom role that does not include the applicable permission(s). The Role Permissions list can help you identify which ones to include.

Contextually Assigning Transfer Lists from Flow

Transfer Lists can be contextually assigned from the interaction flow prior to sending the work offer to an agent.  These flow-assigned Transfer Lists show for the assigned interaction only and are in addition to any Transfer Lists that the agent may have assigned to their user profile. Because flow-assigned Transfer Lists are specific to the interaction, they can save Agent’s time by providing a concise list with relevant transfer options at the top of their transfer menu. They can also prevent accidental cross-channel transferring. For example, the flow could assign a Transfer List that only contains voice queues for voice interactions and for a chat flow only assign a Transfer List of chat queues.

Flow-assigned Transfer Lists are not dynamically created. They are selected from the existing Transfer Lists on your tenant. They do not replace any user assigned Transfer Lists. Agents will continue to see Transfer Lists assigned to their user profile below any flow-assigned ones for that interaction.

Transfer List objects are created and assigned based on your flow design. Two new flow notations have been created for this:

• Assign Transfer Menu: Defines a Transfer Menu object type. You select the Transfer List(s) to include in this new section of the agent’s transfer menu.

The order in which Transfer Lists are added to the Custom Transfer List(s) parameter of the Assign Transfer Menu notation is the order that they will be displayed to the agent.

• Set Active Transfer Menu: Sets the Transfer Menu object’s input parameter as the active Transfer Menu for all future agents associated with this interaction.

Flow-assigned Transfer Lists appear above any user assigned Transfer Lists within the transfer menu, and follow the interaction so any participating agents have the same flow-assigned list.

Transfer Menu Preferences

The Preference menu in Skylight has been updated to include a Transfer Menu section. Agents can use the Transfer Menu preferences to show or hide Agents (all), Queues, and Transfer Lists from their Transfer Menu. For example, an agent may never transfer to other agents and choose to simplify their Transfer Menu experience by removing all agents from the list. All options are enabled by default.

Agents, Queues, and Transfer Lists are displayed as three separate groups in the Transfer Menu and Preferences. While Agents is one all-encompassing option, both Queues and Transfer Lists become a drop-down menu if more than option is available to the user. Clicking on the group expands the drop-down to display the individual queues or lists with the option to select each individually.

Changes to an agent’s Transfer Menu preferences occur in real-time. As soon as changes are made, Skylight’s Transfer Menu will reflect the changes. These changes only impact what is displayed to the agent. It does not restrict or enable their access to any transfer destinations.

Contextual flow-assigned Transfer Lists cannot be hidden or disabled by agents.

Dynamic Media Lists

The Collect Digits and Play Media notations have been updated to include Media List and Dynamic List as Media type options.

• Media List filters out the List types of media from your tenant's saved media.
• Dynamic List allows you to dynamically create a multi-part mixed media set.

A dynamic list can include multiple pieces of mixed media in the one flow notation, rather than sequencing multiple media notations together. For example, you can now use a single Collect Digits notation to request input from a caller, thank them, confirm their selection, and any other messaging.

Dynamic list items can be an accessible audio URL or a Text to Speech string.

As with Media Lists, dynamic lists can play up to 10 items in a single event. To play more than 10 items, you can use create multiple media lists or use multiple notations.

Early and Ringing Media for Queue Callbacks and Click to Dial

In a previous release we introduced early media for the Queue Callback and Click to Dial functions. Early media plays media provided by the telephony carrier to an agent until the dialed participant answers. Some users have experienced brief periods of silence with the carrier provided Early Media. To help resolve this, we've added the option of using a medial file from your tenant as a Ringing Media. Switching to or adding the Ringing Media improves agent experience by decreasing or removing the periods of silence with Early Media.

Ringing Media plays a media file from your tenant until the agent and dialed party are conferenced. If used in conjunction with Early Media, the Ringing Media plays first until the carrier’s Early Media begins. Please note that there may be a brief period of silence between the two medias.

Best Practice Tips:

• Ringing Media should be a short audio file for optimal performance. For example, a brief recording of a ringing phone.
• We recommend that tenants in a high latency environment don't use the carrier provided Early Media and only use Ringing Media to avoid extended periods of silence before ringing.

Flow notations have been updated.

• Click to Dial includes Ringing Media along with the option to enable/disable Early Media.
• Register Callback and Queue with Media (if queue callback is enabled) present Ringing Media only when Early Media is disabled.

Abandon Rate

We've added Abandon Rate to realtime and historical reporting. Abandon Rate is the total queue abandons as a percentage of the total queue interactions for the given period. For example, if 12 interactions enter the queue and 3 of those interactions abandon while waiting in the queue, the abandon rate is 25%.

Abandon Rate is included in the following standard reports:

• Service Level by Queue
• Interaction Summary by Queue
• Performance by Queue

Things to consider:  Abandon Rate includes short abandons When creating custom historical reports, Abandon Rate is listed as Queue Abandon Rate.

Last Agent Disconnected First

We’ve added Last Agent Disconnected First to historical reporting. Last Agent Disconnected First reports on whether the last agent in the interaction disconnected before the customer:

• If the agent was the last agent in the interaction and disconnected before the customer, 1 is reported for Last Agent Disconnected First.
• If the agent wasn't the last agent in the interaction or the customer disconnected first, 0 is reported for Last Agent Disconnected First.

Last Agent Disconnected First is included in the following standard reports:

• Interaction Details by Agent
• Interaction Summary by Agent

Reloading or Navigating Away from Custom Realtime Dashboards with Unsaved Changes

We've added a confirmation message to custom realtime dashboards, which is presented when you reload or navigate away from a dashboard with unsaved changes. The message advises that you will lose your unsaved changes if you continue. To return to the dashboard canvas and save your changes, click Cancel on the confirmation message.

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Updates

Update: Minimum Timeout Value for Work Offers

We’ve updated the minimum work offer timeout to 10 seconds. If a Timeout value of under 10 seconds is added to the Resource Flow or Work Offer Flow notations, that value will be overridden to the default of 10 seconds. This minimum threshold avoids possible timeout values so low that a work offer may expire before being delivered to an agent.

Update: SFDXE Create Notation Updated with Binding Parameter

The SFDXE Create flow notation has been updated with a new binding parameter. The notation creates a new record in Salesforce and the new Created Record Id field captures the response, including the Object ID.

Update: Label for Service Level (SLA) Gauges on Realtime Dashboards

We've updated the label for SLA gauge widgets on the Overview and Queue realtime dashboards. Previously, the gauge was labeled as "Answered in 20s", which reflected the default SLA threshold. We've updated the gauge's label to "Answered within SLA" to accommodate for configured SLA thresholds.

Update: Primary Content Area for Email Interactions During Wrap-Up (Skylight)

We've updated the primary content area for email interactions during the wrap-up phase. Previously, this area was empty during wrap-up. Now, agents can view email content during the wrap-up phase to use in post-interaction work (for example, writing notes).

Update: Tooltips for Phone Controls in Skylight

We've added tooltips to the phone controls in Skylight for an improved user experience.

Update: Wrap-Up Tooltip Offset in Skylight

We've improved the position of the tooltips presented in Skylight when attempting to end wrap-up on interactions that require a disposition code or a script to be submitted (for example, Waiting on Disposition or Waiting on Disposition and Script). We've also added these tooltips to Skylight Desktop for an improved user experience.

Update: Coaching Comment Workflow Improvements

This release brings CxQM Quality Management users improved user interface layouts and features to help administrators, supervisors, and agents better manage the processes for Coaching Comments on voice recordings. These improvements and new additions include:

• A new, timestamped tracker/slider bar added to the media player for better control over recording portion selection targeted for coaching comments.
• A new Actions menu (drop-down menu on the left-hand side of each comment) where users can save, play, or cancel recording comments.
• An easier to read Comment grid under the recording’s waveform showing Start and End Times, a Created Date, and two new columns for the Reviewer and the Reviewer’s Role.
• Better Comment records management using the new comment table grid to stack comments for easy scrolling and selection.
• A new Flag icon used to initiate the coaching comments creation task.
• A new column on the Coaching and E-Learning – Activities UI that shows coaching sessions with comments that can be accessed by an icon click.
• A new CxQM user role permission in Quality for Access Comments made by others.
• A new CxQM user role permissions for Quality – Coaching Comments to create, view, modify, and delete recording comments made by others.

Administrator roles, by default, now have the Access Comments made by others permission with full control to create, view, modify, and delete recording comments made by others.

Update: Added InteractionID and Summary Reported Data Columns in CxQM Quality Reporting

We have updated CxQM Quality Reporting by adding two Reported Data selections to use with List Evaluations reports. InteractionID and Summary are now available to select as Reported Data columns for List Completed Evaluations reports and any custom reports created using the Primary Series of List Evaluations.

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Known Issues

Known Issue: Monitoring Calls from Interactions in Conversation Table after Switching Permissions

We are aware of an issue with the Actions column of the Interactions in Conversation table. The situation only presents itself when a user without either the MONITOR_ALL_CALLS or BARGE_ALL_CALLS permission gets their role updated to one that includes the permission and then navigates to the table to monitor a call. When navigating to the table after the permission update, the Actions column appears blank. This can be resolved by having the user access their Column preferences and selecting Actions to enable the Monitor action.

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Fixes

Fix: Null Value Error When Updating a User Account in API

We resolved an issue in the CxEngage API that occurred when updating a user account (PUT…/v1/users/user-id). Previously, the external-id parameter couldn’t be updated to null after it had been previously defined, even though the default value for the parameter is null. The API now accepts null as a valid value for the external-id parameter. Note that this fix only applies to the CxEngage API. Stay tuned for a similar fix for the Configuration UI.

Fix: Parent and Inherited Permissions

Following a recent update, implied permissions were no longer automatically included with a parent permission. For example, the MANAGE_ALL_QUEUES permission wasn’t inheriting the VIEW_ALL_QUEUES permission as expected. To resolve this, we’ve updated all CxEngage roles that have a parent permission to also include the lower permission.

Fix: Voice-Only Capacity Rule for Timed Presence Sessions

We resolved an issue that occurred when non-voice interactions were routed to Timed Presence users. Timed Presence sessions are now created with a default capacity rule for the duration of the session. This default rule allows for only voice interactions to be routed to Timed Presence users. The session capacity rule overrides the capacity rule configured for the user.

Fix: Using Default Media for a Variable Input into a Reusable Flow

An issue was identified with using a default media for a variable input in a reusable flow because no other media was presented.

• Example scenario: A customer flow with a Queue with Flow notation that invokes a reusable flow. The reusable flow includes a Play Media notation. The Play Media notation has a Media type of input variable with a default media to play if no other media input is provided.

In this situation, when an interaction reached that portion of the flow an error would play instead of the default media, and the call disconnected. This has been resolved so that the default media will play as expected if there is no input chosen.

Fix: Validation for Multiple Connections from a Single Flow Notation

Flow notations should only have one connection path stemming from them, except for Branch objects like a Parallel Branch. Flow is unable to correctly handle an interaction that has more than one path following an action, resulting in errors. Flow Designer validation now includes this situation, advises if there are too many connection branches, and prevents you from publishing until the design is resolved.

Fix: Exporting a Flow with Special Characters

An issue was identified with exporting a flow. If any of the flow notations had input values that included a special character, such as quotation marks, the flow could not be exported. For example, special characters in a Send Message notation or quotations within a REST Request: Generic notation. This has been resolved so that a flow with special characters can be exported.

Fix: Queue Resource with Media

Previously, both Queue Resource flow notations invoked a reusable media flow as the media input to queue a resource. The Queue Resource with Media notation has been updated to accept a single media file instead of a reusable flow. A reusable flow can still be used to queue a specific resource with the Queue Resource notation.

Fix: Work Offers Not Canceling After Timing Out and Dequeuing

A rare issue was identified with queuing work offers that, in a very specific circumstance, resulted in unexpected behavior. The issue was specific to customer flows that included a Queue notation but also, prior to that action, invoked a reusable flow including a Queue notation to a different queue. If the first queuing action resulted in a work offer that expired while being offered to Agent A but before they accepted, then the interaction moved on to the customer flow’s queuing action resulting in a work offer to Agent B. In this scenario, both Agent A and Agent B were in conference. Updates have been made so that any work offers in progress are canceled when we dequeue the interaction.

Fix: Queue Callbacks Intermittently Failing

We identified an issue with queue callback requests that resulted in requests intermittently failing. The issue was specific to callback requests that were offered to and rejected by an agent and requeued multiple times. This has been resolved so that rejected queue callback work offers continue to requeue until accepted by an agent.

Fix: Selecting Variables from a Reusable Flow Invoked by Another Reusable Flow

Some behavior issues were identified with using a reusable flow with variable inputs within another reusable flow. For example, using the Queue with Flow notation with a reusable flow that invokes a second reusable flow with variable inputs. In this scenario of nested reusable flows, some of the input parameters disabled the variable toggle, or replaced the entered selection with “object Object” upon refresh. This has been resolved.

Fix: Opening Interactions in Skylight from Visual Notifications

We identified an issue that occurred when clicking a visual notification from Skylight for an interaction. Instead of opening Skylight and showing the interaction, a new tab was opened. We resolved the issue so that the tab where the agent is logged in to Skylight opens.

Fix: Error Handling for Recording Actions

We’ve improved the error handling for recording actions to improve platform resiliency and so that they no longer terminate the interaction flow. These updates also ensure that recordings stop properly following an error, as with a participant disconnecting before the signal to stop recording has been received.

Fix: Disabled Custom Realtime Dashboards Showing When Creating an Access Controlled Report

We identified an issue that occurred when creating an access controlled report for a custom realtime dashboard. If a disabled custom realtime dashboard contained widgets, it showed in the list of available dashboards. We resolved the issue so that only enabled dashboards show in the list.

Fix: Historical Reporting for New Tenants

We resolved the issue of historical reporting not loading on new tenants.

Fix: Queue Entries in Custom Historical Reports

We identified an issue that occurred when the Queue Entries expression wasn’t associated with a specific queue in a custom historical report or widget. The Queue Entries value presented in this scenario incorrectly included agent enqueuements (see Note below). We resolved the issue so that agent enqueuements are no longer counted for Queue Entries in custom historical reports or widgets.

Note: Agent enqueuements occur when agents are added as a participant to an interaction or when agents initiate an interaction (for example, using the dial pad or click to dial).

Fix: Duplicate Names in the Agent State Table

We resolved the in issue of agent names sometimes being listed twice in the Agent State Table.

Fix: Away Rate on the Agent State Table

We identified an issue that occurred with Away Rate on the Agent State table. Away Rate wasn’t taking the agent’s current state into account. For example, if an agent logged in to Skylight and stayed in the Away state, the Away Rate decreased until the agent changed their state. We’ve resolved the issue so that Away Rate includes the agents current state to correctly show the agent's away time as a percentage of their online (logged in) time.

Fix: Monitoring a Call Without MONITOR_ALL_CALLS Permission

We identified an issue where a user without the MONITOR_ALL_CALLS permission was able to access and listen to calls. This has been resolved so that users must have the appropriate permission to access and monitor interactions.

Fix: Hold/Resume Actions in Skylight Before Conference is Completed

We identified an issue with the Hold and Resume functions in Skylight if the Hold action occurred before the participants were fully conferenced. In this scenario, the Hold icon in Skylight continued to spin and the Hold action timed out. This no longer occurs.

Fix: Improved Error Handling for Agent Scripts

Previously, a 404 error on a script response could have been considered fatal and cause the interaction to fail. We’ve made updates to the script error handling to no longer handle these errors as fatal to the interaction.

Fix: Responding to Email Resulting in Error

An issue was identified with responding to emails in Skylight. If the CC or BCC field was already populated but didn't have a name attribute provided by the email provider, responding to the email resulted in an error and failure to send. This has been resolved.

Update as of April 3, 2019: Please note that we have received reports of this error continuing to occur. We are continuing to monitor and investigate this issue.

Fix: Click to Email Opens a Blank Side Panel in Skylight for Salesforce

We identified an issue that occurred after initiating a click to email interaction with Skylight for Salesforce. After initiating the interaction and assigning the interaction to a contact, a blank side panel opened. We resolved the issue so that a side panel doesn't open in this scenario.

Fix: Long Wrap Up Time for Interactions That Failed to End Properly

An issue was identified with interactions with both Forced Disposition Select and Wrap Up enabled that failed to end properly. If the agent was unable to complete their wrap up, such as with their Skylight browser closing, the interaction wasn’t considered complete yet. The interaction would incorrectly report exceptionally high wrap up times, impacting realtime and historical reporting. We’ve resolved the issue by sending the signal to end an agent’s wrap up time ends as soon as their presence state is lost.

Fix: Scroll Bar When Switching Between Email Interactions

We identified an issue that occurred when switching between email interactions of different lengths in Skylight. If an agent had a long email open where the scroll bar showed and then selected a short email that didn't require a scroll bar, the scroll bar from the long email still showed. We've resolved the issue so that the email body window adjusts to show scroll bars as needed based on the length of the email.

Fix: Cancel and Transfer Buttons Showing While Email is Sending

We identified an issue that occurred after agents clicked Send on emails in Skylight. The Cancel and Transfer buttons showed while the email was in the process of sending even though it couldn't be canceled or transferred during that time. We've resolved the issue so that the Cancel and Transfer buttons don't show when an email is in the process of sending.

Fix: Skylight Display of Queue and Flow Names for PSTN Interactions

A rare issue was identified with PSTN interactions where a work offer and an agent script are presented to the agent at the same time. In this instance, there was an intermittent issue with the Queue and/or Flow names sometimes displaying as ‘nil’ instead of their name. This no longer occurs.

Fix: Content Not Showing on Inbound Emails in Skylight

We identified an issue where, in some circumstances, content didn't show for inbound emails in Skylight. To view the email's contents, agents needed to click another interaction and then click back on the email interaction. We've resolved the issue so that the content shows for inbound emails in Skylight.

Fix: Line Breaks for Plain Text Emails

An issue was identified where plain text emails received in Skylight didn't include line breaks. We've resolved the issue so that line breaks show with proper formatting.

Fix: Replying to "Reply To" Email Addresses From Skylight

An issue was identified that occurred when an email was received in Skylight from an email address with a "Reply To" address set up. After clicking Reply in Skylight, the From email address populated in the To field instead of the configured Reply To email address. We've resolved the issue so that the Reply To address populates in the To field.

Fix: Long "To" Email Addresses Are Cut Off in Skylight

We identified an issue that occurred when replying to emails with a long email addresses in the To field. If the email address was too long, the end of the email address was cut off at the edge of the screen. We resolved the issue so that that only the beginning portion of long email addresses are displayed followed by an ellipsis (...). To view the full email address, hover your mouse cursor over the email address.

Fix: Email Responses Resulting in "undefined" Initial Message

There was an issue with responding to a plan text email in Skylight. Instead of showing the initial message being responded to, the sent email displayed “undefined” as the initial message contents. This no longer occurs.

Fix: Disabled Messaging Templates Show in Skylight

We identified an issue where agents could view and select disabled messaging templates in Skylight. We resolved the issue so that agents can view and select enabled messaging templates only.

Fix: Unassigned Transfer Lists in Agent's Transfer Menu

We resolved an issue where Transfer Lists that weren't assigned to a user appeared in Transfer Menus. Now, only the Transfer List(s) assigned to the user or interaction appear in the menu.

Fix: CxQM Reports Don't Change When Settings Are Modified

Following a previous release, some users reported an intermittent issue where changing CxQM report settings did not change the report or it's output. This no longer occurs.

Fix: UI Behavior when Modifying a Group of Users in CxQM

Some users may have experienced an issue where, when trying to modify a group of users (by moving one or more users from the Available Resources column to the Selected Resources column or vice versa) and pressing OK, caused the page to freeze and a warning window with no text to appear with no changes being made. A small amount of coding was changed and this has been fixed.

Fix: Attaching Hyperlinks as Coaching and E-Learning Materials in CxEvaluate

Previously, hyperlinks attached as Coaching and E-Learning materials did not save properly to the assignment and resulted in a File Not Found warning. We have fixed this issue so that when hyperlinks are used as e-learning materials, they can be attached to a coaching assignment without a File Not Found warning occurring.

Fix: CxQM Errors When Performing an Action Resulting in the Same State

Some users may have noticed call recording events resulting in an error if the requested state was the same as the current state. For example, attempting to pause a recording while it was already paused or stopped resulted in an error. Coding has been corrected to allow the state of the event in progress to be carried forward instead of attempting to change a present state again.

Fix: CxQM Recordings Without an Agent ID

Recordings for calls with an empty Agent ID field were displaying incorrect Agent IDs instead of the blank field. This has been corrected.

Fix: Recording Report in CxQM Doesn't Filter by the Group Selected

An issue was identified that occurred when preparing a CxQM recording report with the Primary Series of Agent and selecting a group to observe. Users received a list of all agents defined instead of only the members of the selected group in the report's Group tab. We have fixed this issue so that when a group is selected, only the members of the selected group are shown.

Fix: Recording Duration in CxQM Doesn't Coincide with the Call's Start and End Times

An issue was identified with some call recordings (> 60 minutes) in CxQM where the amount of time between the recording's start time and end time didn't match the value for the calculated duration. A fix was applied to the duration calculation to show recording duration time as HH:MM:SS.

Fix: Unable to Play Some Calls in CxQM - "NoDriver calling acmFormatSuggest" Exception

An issue in CxQM appeared when attempts to play back some voice recordings caused Played Call – “NoDriver calling acmFormatSuggest” error messages for unplayable calls. The recordings were created using unsupported codecs and their built-in handling of DTMF signaling which affect the playback of the recording files. Updates have been made to CxQM to support those codecs.

Fix: CxQM Player: Forward and Backward does not work smoothly

When playing back a long call with CxQM, users may have noticed that the “fast forward” and “rewind” functions in conjunction with the timeline slider bar on the player did not move and play smoothly in either direction. We've resolved the issue by changing the jump time limit to 10 seconds per button click for moving playback forward or backward within a playback session. Playback begins from where the timeline slider is positioned.

Fix: CxEvaluate Reports Using Header Categories

In the previous release, users could create and save evaluations without selecting header categories. This caused CxQM evaluation reports based on header categories to display evaluations with the selected header category and also, incorrectly, those evaluations without a selected header category. We've resolved the issue so that CxQM evaluation reports using a selected header category only show data for those evaluations with that selected header category.

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No public facing updates or fixes were released during this week.

Fix: Response Time for WFM Queue Interval API

The WFM Queue Interval API was slowing down and becoming unresponsive if there was a large number of queues. Updates have been made that significantly improve the API's performance.

Fix: Click to Dial Errors

An issue was identified with Click to Dial interactions where, in extremely rare circumstances, the interaction would fail to be created. Updates have been made to avoid this from happening.

Fix: Calls from Invalid Phone Numbers

An issue was identified with inbound and outbound calls being made from an invalid number, not in E.164 format. Dialing couldn’t occur, resulting in failed interactions that may have blocked other interactions. Updates have been made to convert any invalid “from” number to the default telephony value, usually displayed as “anonymous”, allowing the dial to be made.

Fix: Caller Disconnecting Before Agent Answering Resulted in Continued Ringing

An issue was identified with calls where the caller disconnected after the work offer was offered to an agent but before the agent accepted it. In this scenario, the work offer was no longer displayed but in some instances Skylight's browser continued to ring. This no longer occurs.

Fix: Delays in Recordings Loading in Historical Reporting

We've made improvements to the length of time it takes for recordings to load in the recordings panel in the following reports:

• Recordings and Messages by Agent
• Recordings and Messaging by Interaction

Update: WFM Queue Interval API

The WFM Queue Interval API has been updated to include a new metric in the response called handled-call-count (handledCallCount). Handled calls are those that were ended, including wrap up where applicable, within the defined interval. It may include calls that were received and answered before the interval’s start time. It's the number of calls that were completed in the interval.

Update: Timeout Value for Emails

The safeguard timeout value for email interactions has been updated to five (5) days.

No public facing updates or fixes were released during this week.

Week of February 18, 2019
All Regions

These updates and fixes were released to CxEngage between February 18, 2019 and February 24, 2019 (inclusive).

Fix: Error Accessing the Transfer Menu in Skylight

A limited issue was identified with transferring interactions in Skylight. In the rare event that a tenant included an invalid session for a user who didn’t exist, such as with an unnamed resource, agents were unable to use the Transfer feature because Skylight was unable to populate the invalid user's data. Clicking on Transfer resulted in an error message stating Critical Error: An unknown error has occurred. Updates have been made for the Transfer menu to default to a user’s email address or an empty string if first and last name are not available, allowing the menu to load and transfers to proceed.

Week of February 11, 2019
All Regions

These updates and fixes were released to CxEngage between February 11, 2019 and February 17, 2019 (inclusive).

Queue Entries and Queue Interactions Reports

We’ve added the following standard reports to historical reporting:

• Queue Entries: Displays the number of queue entries by queue for each day. For the queue entries for each date, the report provides a breakdown of how those interactions exited the queue.
• Queue Interactions: Displays the number of queue interactions by queue for each day. For the queue interactions for each date, the report provides a breakdown of how the interactions exited the queue.

These reports contain the following new statistics to account for how interactions exited the queue: Add Participant Canceled, Queue Ended, Handled Interactions, and Queue Timeouts.

Fix: Agents Able to Transfer an Interaction Without Ending a Previous Attempt

An issue was identified with interaction transfers occurring on a slowed network or one having any latency issues. While the cold transfer was initiating, agents had the ability to attempt a duplicate transfer without ending the previous attempt. Updates have been made to resolve this by removing the transfer action button from Skylight when a transfer has been initiated.

February 1, 2019 - February 10, 2019
All Regions

These updates and fixes were released to CxEngage between February 1, 2019 and February 10, 2019 (inclusive).

New Statistic: Work Offer Canceled

We've added a statistic to historical reporting called Work Offer Canceled. This statistic measures the number of times where a work offer was canceled either by:

• The flow, or
• The customer abandoning during the work offer before the agent accepted or rejected the work

Fix: Chat Message Interactions from a Flow Using the Collect Message Response Notation

An issue was identified with some chat messaging interactions. If the interaction routed through a flow that used the Collect Message Response notation, that interaction was sometimes delayed or failed to be offered to an agent. Updates have been made to resolve this so that messages route to agents as expected.

Fix: Realtime Reporting for Callbacks Generated with the Register Callback Notation

An issue was identified with custom queue callbacks that were generated with the Register Callback flow notation. The callback work offers in queue were not included in the Interactions in Queue Table, leaving no way to know the number of callbacks in queue. This has been resolved so that the callback requests in queue are included in realtime reporting.

Fix: Agent Talk Time in the WFM Intervals API and Interactions API

An issue was identified with the values reported for Agent Talk Time in the WFM Intervals API and Interaction API. The two Agent Talk Time values reported in the API response (one from the agent's perspective and the other from the customer's perspective) weren't the same. We've resolved the issue so that both values reported for Agent Talk Time are the same.

Fix: Transfers Counted Twice in Historical Reporting

An issue was identified with the Total Transfer historical expression. If an interaction took place over two quarter-hour (15 minute) segments and contained a transfer, the transfer was counted twice - once for each segment. We've resolved the issue so that the transfer is counted only in the segment where it occurred.

Fix: Unable to Scroll Lists in Skylight with New Browser Versions

An issue was identified with long lists in Skylight’s Transfer and Add Participant menus. The issue was specific to the newest versions of Chrome (version 72.0.3626.81) and Firefox (version 65.0) browsers. Users were unable to scroll through long transfer menu lists extending beyond their screen display. This also resulted in issues accessing the dial pad. Updates have been made to enable scrolling through these lists.

These updates and fixes were released to CxEngage throughout the month of January. Going forward, these will be communicated on a weekly basis.

Fix: Public URL Media File Locations

Media files created or edited with a publicly accessible media URL through the configuration console were being saved to the original file's location rather than being uploaded to the CxEngage AWS S3 bucket as expected. Updates have been made so that media files created by URLs are uploaded as expected.

Fix: High Work Offer Counts for Failed Work Offers

An issue was identified that resulted in some work offers failing to be successfully offered to an agent. In some instances, the interaction entered a loop where it would continue to attempt offering to the same agent unsuccessfully, resulting in an inflated Work Offer Count for that interaction. We’ve made updates to internal error handling and flow logic to resolve this issue.

Fix: Queue Entries Expression Doesn't Include Abandons

An issue was identified where the Queue Entries expression in historical reporting increased only when an interaction was accepted by an agent. Abandoned interactions weren’t included. We’ve resolved the issue so that any queued interaction is included in Queue Entries regardless of whether it abandoned or was answered by an agent.

Fix: Missing Twilio Data for CxQM Interactions

We identified an issue with CxQM customers and rare interactions that were missing Twilio metadata. In this uncommon scenario, the interaction would not complete successfully. This no longer occurs.

Fix: CxQM Interactions Without a Resource ID

An issue was identified with interactions recorded through CxQM without providing a resource ID. If CxQM didn’t receive a resource ID with the recording request, the interaction sometimes failed to complete successfully. This no longer occurs.

Fix: Error Presented When Searching for a Contact in Skylight

An issue was identified with searching for contacts in Skylight. An error (code 13007) was presented along with the contact's information. We've resolve this issue so that the contact's information is returned without the error.

This issue impacted tenants in the European region only.

Fix: Participant's Email Address Displayed Instead of Name in Skylight

We identified an issue that occurred after other agents were added to a call as a participant in Skylight. The list of participants showed the agents’ email addresses instead of their names. We resolved the issue so that agent names are displayed.

Fix: Notes Section Rendering Off the Page in Skylight

We resolved an issue with the Notes section in Skylight rendering off the page when using Chrome Beta version 72 or higher as a browser.

Update: Presence Reason Data for Teleopti

We’ve updated the format in which presence states and reason codes are provided to Teleopti. The reason description is now appended to the presence state code. For example, a Not Ready state with a reason code of Lunch Break is sent through as “Not Ready – Lunch Break”.

Actions Column in the Interactions In Conversation Table

We've updated the Interactions In Conversation Table in realtime reporting to re-add the Actions column for monitoring calls. If you have this table on a custom realtime dashboard, remove and re-add the table to the dashboard to see the Actions column

Region	Date and Time
Europe	December 12, 2018 19:00 UTC - 22:00 UTC (3 hours)
North America	December 13, 2018 09:00 UTC - 12:00 UTC (3 hours)

These release notes have been updated with additional details as of December 11, 2018 17:45 UTC.

Exporting/Importing a Flow Between Tenants

You can now export a flow from one tenant and import it into another tenant. This feature saves you time by removing the need to create and design the same flow on more than one tenant and can be used regardless of your tenant’s environment.

Importing an exported flow provides you with the flow’s design structure and definition, including placeholders for each of the configured inputs and entities. It does not provide you with the actual entity (such as, a media prompt) but does include the universal unique identifier (UUID) for it. If that UUID exists on the importing tenant, as may be the case with child tenants inheriting objects, then the entity is added to the flow. If that UUID doesn’t exist on the importing tenant, then you can create it and update the flow accordingly.

For example, you can export a flow from a parent tenant that includes media prompts, a Sales queue, a reusable flow, and shared Sales disposition and reason lists.

• If you’re importing to a child tenant then the shared items (reusable flow, and Sales disposition and reason lists) are in the imported flow but you still need to select or configure different options for the media prompts and queue.
• If you’re importing to an unrelated tenant who wouldn’t inherit any items, then you need to select or configure different options for all those input values.

If you are exporting a flow that invokes a reusable flow, such as one that uses Queue With Flow, export/import the reusable flow(s) first so that they are available on the importing tenant when importing the main flow.

A flow that includes the Script notation cannot be exported or imported.

The flow designer palette has been updated to include two new icons.

• Export: Available in either view or edit mode, Export extracts the definition of the flow to a file saved to your computer which can later be imported to any tenant. The file includes the names of all included entities (media, queues, lists, etc.) as well as the name and ID of the tenant(s) that created them.
• Import: Available only in edit mode, Import allows you to browse your computer and select the file that contains the new flow’s definition. Flow validates the file and presents messaging for the missing entities that need to be fixed manually.

Access Controlled Reports

We're pleased to announce the availability of Access Controlled Reports and a new corresponding Access Controlled Supervisor role. With this feature, you can choose which reports and dashboards you want to explicitly share with users. Sharing specific reports and dashboards with users who have the new Access Controlled Supervisor role or a custom role with the ASSIGNED_REPORTS_READ permission ensures that they can only view those reports and dashboards. They won't be able to access any other reports or dashboards in the tenant. For example, if your tenant consists of multiple brands that share the same group of agents, you can use access controlled reports to ensure that the supervisors can only see their own brand's data.

With Access Controlled Reports, you can:

• Grant access to individual standard and custom realtime dashboards
• Grant access to public collections of historical standard and custom reports

We've also added a Lock to Queue feature in custom realtime dashboards so that you can specify which queues can be selected in source switcher widgets. When that source switcher is connected to statistic or table widgets with queue data, users can only select from the pre-defined list of queues.

Known Issue: Existing users who have their own existing private collections in historical reporting (including the default My Reports collection) will continue to have access to view the reports and dashboards in these collections even after being switched to the new Access Controlled Supervisor role but would be unable to create any new reports going forward unless granted permissions to do so.

Roles and Permissions for Access Controlled Reports

We've added a new role called Access Controlled Supervisor. Users with this role can access their user profile and any reports or dashboards that are explicitly shared with them. Additionally, we're introducing two new permissions, which are available to add to custom roles:

• ASSIGNED_REPORTS_READ: Users belonging to a role with this permission can view reports and dashboards that are explicitly shared with them using access controlled reports. We've added this permission to the default Administrator and Access Controlled Supervisor roles.
• ASSIGN_REPORTS: Users belonging to a role with this permission can add users to access controlled reports to begin sharing the reports or dashboards with them or remove users from access controlled reports to stop sharing the reports or dashboards with them. We've added this permission to the default Administrator role.

Estimated Wait Time

We are pleased to announce the availability of the Estimated Wait Time. Estimated Wait Time is the estimated length of time that an interaction will wait in the queue until it is accepted by an agent. The calculation is based on how long the interaction has been waiting in the queue and the average time to answer for the last 15 minutes. After the wait time is calculated, the value is rounded up to the minute. For example, if the calculation returns 25 seconds, the Estimated Wait Time is one minute. You can retrieve an interaction’s Estimated Wait Time using the Realtime Stats flow notation and play the value back to the customer.

The value returned by Estimated Wait Time is the current expected wait time. For example, your flow asks for the Estimated Wait Time shortly after putting the interaction on a queue and you get a value of 10 minutes. If you then ask for the value again after 4 minutes, you will likely get a response back saying the updated Estimated Wait Time is 6 minutes. It is possible that due to updated information that is made available over the last 4 minutes that the new Estimated Wait Time has increased or decreased. For example, it could return 5 minutes or 8 minutes as well.

Using the REST API, you can retrieve the following related statistics:

• Current Time in Queue
• Estimated Wait Time
• Average Moving Time to Answer
• Current Position in Queue

Please note, before making a query for Estimated Wait Time or Position in Queue an interaction must first be added to the queue. We recommend waiting a couple of seconds after putting an interaction on a queue before querying for Estimated Waiting Time or Position in Queue to ensure the data is available in reporting. If you get a null response back for the Estimated Waiting Time or Position in Queue, you may need to wait a another second for the data to become available. Currently you cannot query the wait time for a queue without putting the interaction on a queue. We plan to add the ability to check for the estimated waiting time before putting the interaction on the queue in a future release.

Deleting Artifacts and Artifact File in CxEngage REST API

We are pleased to announce that tenant administrators can now delete artifacts and artifact files from an interaction by using the following REST API requests: 

• DELETE https://api.cxengage.net/v1/tenants/{tenantId}/artifacts/<artifactId>

• DELETE https://api.cxengage.net/v1/tenants/{tenantId}/artifacts/<artifactId>/files/<artifactFileId>

CxRecord Playback URL

We've updated CxQM so that users can create a playback URL for a CxRecord recording and email it to another user for their playback purposes.

Update: Enqueue Times for Transferred Interactions

Updates have been made that allow you to configure how enqueuement times for transferred interactions are measured. A new Flow Default setting called Transfer Reset Enqueue Time is available for you to indicate if the enqueuement time for a transferred interaction is based on its original queue entry or the queue that it is being transferred to.

• Disabled: If the toggle is disabled, enqueue time is measured with the original queue entry time, as it was prior to this update. This overrides any queue escalation settings on the queue being transferred to. The toggle is disabled by default.
• Enabled: If the toggle is enabled, the enqueue time is reset when an interaction is transferred to a new queue.

Update: Hyperlinks in Emails in Skylight

We made an update to Skylight so that when you click a hyperlink in an email body, the link opens in a new tab.

Update: Error Messaging When Skylight Session is Offline

We improved the error messaging that is displayed after a Skylight session goes offline due to the Internet connection dropping. Previously, the error message said Error! The connection to MQTT has been lost, which sounded more serious than the error was. We updated Skylight to display You are now offline until your Internet reconnects if the reconnect occurs before the session times out at 60 seconds.

Note: Depending on which web browser you use, the MQTT error message might display for a brief period (1-7 seconds) before being replaced with the new error message.

Fix: Duplicate Invitation Emails

We resolved an issue that occurred when creating users in the CxEngage REST API. If the user already had a profile with an invitation status of "accepted", they might have received an invitation email. In this scenario, the invitation email was not required.

Fix: Potential Intermittent SSO Login Failure

We resolved a minor issue with a CxEngage service that may have resulted in intermittent SSO login failures.

Fix: Facebook Integration Error

An issue was identified with Facebook integration listeners and the Facebook API where the listener was unable to connect to Facebook. This has been resolved so that Facebook integrations can connect as expected.

Fix: Sharing an Edited Disposition List

We resolved an issue that occurred in the CxEngage configuration interface when administrators attempted to share a disposition list that contained dispositions that weren’t already shared. The proper error messaging was not provided; therefore, the administrator didn’t have a clear indication of the issue. Also, the administrator had to refresh the page to continue working on the disposition list.

Fix: Managing Items on Disposition and Presence Reason Lists

We resolved the following issues that occurred when creating a Disposition or Presence Reason list:

• When users deleted an item, the drop-down menu for new list items was blank.
• When users added a category and then clicked Submit before adding items to the category, the category header was automatically removed from the list. Users were then unable to make any further changes to the list. For example, users were unable to delete or add items.

Fix: Pre-Call Media in Register Callback Flow Notation

An issue was identified in the Register Callback notation when Precallback Media used a Text-to-Speech (TTS) media prompt for the playback experience. In this scenario, the TTS media wasn't played to the agent and the callback attempt wouldn’t connect to the agent. Updates have been made so that TTS media behaves as expected in this scenario.

This issue was specific to TTS media prompts. If a media file was selected or a playback experience with a media flow, the Register Callback behaved as designed.

Fix: Updating Source Switchers on Custom Realtime Dashboards

We identified an issue that occurred when updating a source switcher's configuration on a custom realtime dashboard. After making changes and clicking Update, an error message was presented stating "The title of a source switcher must be unique" even though there wasn't another source switcher with the same name. As a result, the changes weren't saved. This issue has been resolved so that updates to source switchers are successfully saved.

Fix: Realtime Dashboards with Tables Moving on a Loop

We identified an issue where realtime dashboards that contained a table moved back and forth on a loop. This issue has been resolved.

Fix: Filtering the Agent Column in the Agent State Table and Agent Details Table

We identified an issue where the Agent column in the Agent State table and Agent Details table didn't show a filter. We've resolved the issue so that the filter shows in the column headers. Now, you can select one or more agents to show in the table.

Fix: Users Without Required Permissions Can Access Statistics Management

We identified an issue where users with a role that didn't include the required permissions (either CUSTOM_STATS_READ or CUSTOM_STATS_UPDATE) could see Statistics in the Configuration menu and view the Statistics Management page. We resolved the issue so that Statistics is no longer listed in the Configuration menu for users without the required permissions. As a result, these users can no longer view the Statistics Management page.

Fix: Enabling or Disabling SLA in Statistic Management

We identified an issue that occurred after changing the SLA status in Statistic Management to either Enabled or Disabled. After changing the status, if you changed any of the service level properties and clicked Submit, SLA changed back to the previous status. We resolved the issue so that the status doesn't change back when you submit updates to the properties.

Fix: Agent Names Don't Show on Messaging Transcripts

Previously, an agent's name didn't appear on messaging transcripts. Instead, "Agent" was listed for messages sent from any agents in the interaction. In scenarios where there was more than one agent involved in an interaction, there wasn't any distinction between the agents. We resolved the issue so that the agent's full name, as it is entered in their user profile, shows in messaging transcripts.

Fix: CxQM Agent Recording Reports with Special Characters in Agent Name

An issue was identified with CxQM enabled tenants who have Agent Names that include apostrophes or special characters. When running an Agent Recording report on an agent with special characters in their name, an error occurred. Updates have been made to allow for apostrophes and special characters in agent names.

Fix: E-Learning Content Error

We identified an issue where a PowerPoint file could not be uploaded and saved as CxEvaluate e-learning content as expected. An update was made that allows for xls, xlsx, doc, docx, ppt and pptx file types for e-learning content.

Fix: Incorrect Results in Evaluation Report in CxEvaluate

An issue was reported with the Evaluation Report from CxEngage. When the report was run, some results may have been incorrect and the selected Categories Headers and Fields failed to appear. Updates have been so that the correct results, based on provided report parameters, are now displayed. Category Headers and Fields disappearing are being fixed in an associated task.

Fix: "This Month" and "Last Month" Dashboard Results in CxEvaluate

An issue was identified with the Quality Evaluation Trends dashboard in CxEvaluate where incorrect data was displayed when This Month or Last Month selections were made. Updates were made to provide the correct monthly data by selection type.

Fix: Logging Out of CxEngage

We resolved an issue where, in certain circumstances, users would log out of the CxEngage configuration interface and then be automatically logged back in. The circumstances were related to activities on the User Management page, such as selecting their own user account. This issue only occurred in the Mozilla Firefox web browser.

Fix: Stuck Interactions Blocking Queued Interactions

An issue was identified where an interaction may have appeared stuck in queue due to multiple enqueuement requests. In this scenario, other queued interactions may have been blocked. This no longer occurs.

Fix: Scripts Received During a Work Offer

We resolved an issue with agent scripts that were received while a work offer was sent to the agent. The script would only be displayed after the work offer was accepted. This has been resolved so that agent scripts can be sent before, during, or after a work offer as designed in the interaction flow.

Fix: Agent Name on the Add Participant List

We resolved an issue that occurred in Skylight when an agent was added as a second participant to an interaction. The active participant list showed the agent that initiated the conference as “Agent” and not by the agent’s name. Now the agent’s name is displayed on the participant list.

Fix: Transfer Menu in Skylight Products

We resolved a display issue with the Transfer menu in Skylight. If the Skylight window was minimized, the Transfer menu height didn't automatically scale with the Skylight window height. This scaling issues caused the dial pad at the bottom of the Transfer menu to be hidden.

Fix: Collapsible Sections on Transfer Menu

We are pleased to announce that we improved the Transfer menu to make it easier for agents to work with long transfer lists. Previously, the transfer list listed all options individually and made it necessary for agents to scroll to locate the agent, queue, or category that you were looking for. Now, the list is organized into sections that you can expand and collapse.

Fix: Extra Digit in Click to Dial from Salesforce

We resolved an issue in Skylight for Salesforce where an extra digit (1) was added at the beginning of a phone number when an agent clicked a phone number that included hyphens.

Fix: Interactions Show Incorrectly as Missing or Meeting SLA

An issue was identified that occurred after updating a tenant’s service level configuration. The previous service level settings continued to be cached and used for calculations for a short period of time following the update. Interactions received during that period of time were calculated using the previous configuration, resulting in some of the interactions incorrectly counting as either missing or meeting their SLA. We resolved the issue so that the updated service level settings take effect immediately after they are saved so that interactions are correctly calculated using the updated configuration.

Fix: Hold Time and Hold Count For Unsuccessful Holds

This item was added to the release notes on December 10, 2018 19:30 UTC.

We identified an issue that occurred when an agent or flow attempted to put a customer on hold, but the hold was unsuccessful. In these circumstances, a hold count and hold time was reported. We resolved the issue so that a hold count and hold time is only reported if the customer is successfully placed on hold.

Fix: Avg Logged In Time Shows 00:00:00

This item was added to the release notes on December 11, 2018 17:45 UTC.

An issue was identified with the time reported for the Avg Logged In Time in the Agent Details Table. The Avg Logged In Time didn't report a value for the agents current session and was only calculated when the agent logged out. We've resolved the issue so that the Avg Logged In Time includes the agent's current session.

Update: Realtime Stats Flow Notation

An issue was identified with the Realtime Stats flow notation that made the Interaction ID parameter a required field even when it didn't use an interaction statistic. This was only an issue when the notation was used for another type of statistic. To resolve the issue, the notation has been updated to make the input parameters conditional upon the type of statistic selected. As a result, only the applicable input parameters for the type of statistic are presented.

We've updated the Stats parameter, which is used to identify the statistic being pulled, to an expression field. This change enables you to use a variable in this field. To use a standard string to name the specific statistic, you must surround it in quotations. For example, "queue-length".

Action Required: The updated notation is available for any flows created or edited after this release. Existing flows will not be automatically updated. To use the updated notation in your existing flow(s), edit the flow and remove the current Realtime Stats notation from the flow, which has a yellow border. Replace the notation with the Realtime Stats notation from the designer palette, which has a blue border.

If your flow uses the notation for an Interaction type of statistic, you can continue to use it as is as the issue above doesn’t impact your flow.

Region	Date and Time
Europe	November 21, 2018 19:00 UTC - 22:00 UTC (3 hours)
North America	November 22, 2018 10:00 UTC - 13:00 UTC (3 hours)

These release notes have been updated with additional details as of November 22, 2018 at 20:45 UTC.

Early Media for Queue Callbacks and Click to Dial

The Queue Callback and Click to Dial features now support early media. When performing a queue callback or a click to dial call, agents hear the ringtone and any system messages provided by the telephony carrier. When the dialed participant answers, they are immediately conferenced with the agent. This allows the agent to hear the full "hello" greeting when the dialed participant answers the call.

Configurable Enqueuement Directions

A new input parameter has been added to the Queue flow notations that allows you to select the direction for this queuing action.

• Interaction Direction: Uses the applicable direction (interaction/direction) for each interaction. This is the default setting.
• Any: Allows for any direction including inbound, outbound, or agent initiated.
• Inbound: Inbound interactions.
• Outbound: Outbound interactions.
• Agent Initiated: Agent initiated interactions, including ones generated with Click to Dial.

All existing flows will have the default direction of Interaction Direction applied. To change direction, edit your Queue notation(s) as needed.

Exporting/Importing a Flow Between Tenants

This release note was updated with additional details on November 22, 2018 20:45 UTC.

A previous version of these release notes included an update to the Flow Designer that allows exporting and importing of flows. This item has been removed, and will be included in an upcoming release instead.

New Permission: AGENT_EXPERIENCE_METRICS_VIEW

We've added the permission AGENT_EXPERIENCE_METRICS_VIEW, which enables users to view and select statistics in the Skylight suite of products. We've added this permission to all default and custom roles that exist at the time of the release. Following this release, if you create a custom role for users who will access Skylight, ensure that you add AGENT_EXPERIENCE_METRICS_VIEW if you want the agents to see the default welcome screen statistics and have the ability to select statistics in the global footer.

Update: Twilio Conferencing

There are changes to the conferencing settings with Twilio integrations. These enhancements improve the overall conference function and provide a more seamless hold/resume experience.

• If you manage your own Twilio account, update your voice conference settings from basic conferencing to agent conferencing. Failure to update these settings will result in errors in your tenant configuration.
• If your telephony service is managed through Lifesize, Inc., no action is required as these changes will automatically take place to your tenant(s).

Update: Default Media Type for Play Media Notation

The Play Media flow notation has been updated to have a default media type of Media selected. You can update this to any other type (URL, Text-to-Speech) while configuring your flow as needed.

Update: Error Messaging for Conditional Statements in Flow Designer

We’ve made improvements to the error messaging used within Flow Designer for conditional statements on branch connections. If any of your conditions includes an invalid statement, the entire branch becomes red to easily identify which statement requires correction.

Update: Agent State Following Rejected Work Offer

Currently, agents are automatically placed in a Not Ready state if they reject or otherwise don’t accept a work offer. We’ve made updates that allow you to have agents placed in a Ready state instead. If you prefer to have your agents Ready following a rejected work offer, enable the “Resource Ready on Work Rejected” toggle that has been added to the Work Offer Flow and Resource Flow notations. Leave the toggle disabled to continue making agents Not Ready following rejected work.

Update: Skylight Dial Pad Hold Icon

We've updated the Skylight dial pad to hide the Hold icon from when an agent initiates an outbound call until the dialed participant answers the call, at which time the Hold icon is shown again.

Update: Time to Live (TTL) for Work Items

We've increased the time to live (TTL) for work items from 4 days to 7 days. Previously, work item interactions that were running for 4 days were automatically stopped. Now, work items can be active for up to 7 days.

Fix: Copying Individual Flow Notations

An issue was identified with copying individual flow notations on the designer canvas. The Copy button was only available if the notation was selected by holding Shift and dragging your mouse. It wasn't available after single clicking a notation. This has been resolved so that clicking on a notation activates the Copy function again.

Fix: Forwarding to a SIP Address

This item was added to the release notes on November 21, 2018 17:30 UTC.

When forwarding an interaction to a SIP address using the Forward flow notation, the URI headers would sometimes have additional encoding. This double encoding would cause the forward to fail to specific SIP endpoints. This has been resolved.

Fix: Check Resource Availability and Allocatable Agents

An issue was identified with call flows that use the Check Resource Availability notation. Fully allocated agents who were currently on calls were included a list of allocatable agents, even when the Include Busy parameter was disabled. This has been resolved so that agents who are busy with calls and fully allocated are not returned in a list of allocatable agents.

Fix: Away Rate on the Agent Details Table

We identified an issue where, in some circumstances, Away Rate on the Agent Details Table was showing values greater than 100%. We've resolved the issue so that the correct value is displayed.

Away Rate is the agent's Away Time as a percentage of their Online (Logged In) Time.

Fix: Consult Time Showing 0 in Realtime Reporting

We identified an issue with Consult Time in realtime reporting. A value of 0 was reported for interactions that had consults. We resolved the issue so that the correct value for Consult Time is reported.

Consult Time is the length of time that the customer is on hold while two or more agents in the interaction are in conversation.

Fix: Times Reported in the Agent Status Detail Report

This item was added to the release notes on November 21, 2018 18:00 UTC.

We identified an issue in the Agent Status Detail report that occurred when an agent had multiple sessions within a one-hour interval. Incorrect times were displayed. The statistics sometimes showed that the agent was in the given state for more than one hour during the one-hour interval. We've resolved the issue so that the report shows the correct length of time that agents sp