Release Notes

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

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Details for previous release versions are available below.

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New for 2019: We are updating these release notes each week with the fixes and improvements released the previous week.

New CxEngage features are released on a quarterly basis.


Latest Releases:

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.


Previous Releases

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

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