Release Notes

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

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New CxEngage features are released on a quarterly basis. In addition to the quarterly feature release, fixes and necessary updates to existing functions will be released and communicated here on a bi-weekly basis, as needed.


Latest Release(s):

2019 Q4 Feature Release  

All Regions

January 18, 2020 10:00 UTC - 18:00 UTC  

These release notes have been updated with new information as of January 18, 2020 00:30 UTC.

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: 

 

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 Beta 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.


Previous Releases

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