Fix: Play Media with Variable Input Continues after Customer-Disconnect in Queue with Flow (CXV1-22381)

Previously, some interactions did not end when a customer hung up and were stuck in queue due to an issue with a Play Media action.

This issue is fixed. When a customer disconnects during a Play Media action, customer-disconnect will now occur before the Play Media action ends. This allows Immediate Catch decorations on Play Media to catch the customer-disconnect signal. If this is not caught, the Play Media action will terminate with a customer-disconnect escalation.

Maintenance: Update the Microsoft Outlook OAuth's client secret and client id (CXV1-30285)

The security token used in the CxEngage email integration which allows agents to receive emails in Skylight Desktop is due to expire on March 14, 2024. This release will automatically update this information. You are not required to do anything more.

If you experience email problems in Skylight Desktop after this release you can update the Microsoft login manually by opening the Email Integration at CxEngage > Configurations > Integrations. Follow the Updating the Email Integration To Use Microsoft Oauth instructions to update both the integration and the listener.

If you still experience email problems in Skylight Desktop after a manual update please contact Enghouse Support.

Fix: Super-agent monitoring - non-webrtc extensions (CXV1-30229)

An issue where the participant's hold state in Agent Desktop was not reflected properly has been fixed.

Fix: Quality Management | White space is added on top of QM main menu across all the pages for all Production /Staging tenants (CXV1-30247)

An issue where white space is displayed below the main menu bar in Configuration has been fixed. The white space has been removed.

Update: CxUI - Invalidate cache on deploy

With this update, when all future deployments are complete, in CxEngage and Skylight you will see a notification that a new version of the application is available. You are prompted to refresh your screen. After you click Refresh or the notification, you are required to log into the application again.

A fresh log in ensures that your cache is cleared and that software updates are immediately available to you.

In CxEngage click the Refresh link.

In Skylight click the notification.

You can also simply log out of the application and log back in to update your instance of the application.

Note: This feature will be added to Skylight Desktop at a later date.

Important: To ensure you have this latest update you must still refresh your CxEngage and Skylight sessions manually by clearing your browser cache.

Fix: Skills on filter to be in alphabetical order (CXV1-30088)

The alphabetical sorting of the Skills and Groups drop-down lists at Reporting > Agent State Monitoring and Reporting > Interaction Monitoring has been improved.

Fix: Unable to click submit while copying Queues (CXV1-30163)

Queue changes were not being saved when the Submit button was clicked. This has been fixed. When submitting changes for a Queue, a new Queue version is saved to the tenant.

Update: Early Access to New Features in Skylight and Skylight Desktop

When new features are added to Skylight and Skylight Desktop, they will be first introduced on the appropriate BETA site.

URLs by Region

Use the appropriate URL to access the BETA version of Skylight based on your tenant's region:

North America: https://beta-skylight.cxengage.net

Europe: https://beta-eu-skylight.cxengage.net

Use the appropriate URL to access the BETA version of Skylight Desktop based on your tenant's region:

North America: https://beta-desktop.cxengage.net

Europe: https://beta-eu-desktop.cxengage.net

When a new feature is introduced to the BETA Skylight and Skylight Desktop versions, release notes for the feature will be added to this page. A link from the CxEngage Release Notes will also indicate that updated information exists for the BETA sites.

Update: Monitoring Agents While in Skylight

In Skylight, you can now monitor interactions as a supervisor or administrator while handling your own interactions as an agent. When you aren’t busy with your own interactions, you can perform supervisory tasks and oversee active calls or review live digital interactions such as chats and SMS messages.

You can monitor an interaction if:

• The Enable Silent Monitoring setting is enabled in the flow that the call is received on .

• You have the default Administrator or Supervisor role or a custom role that contains the following role permissions:

  • VIEW_ALL_MONITORED_CALLS

  • MONITOR_ALL_CALLS

  • BARGE_ALL_CALLS

To monitor interactions, click the headset icon found on the bottom right side of your screen. A list of interactions available for you to monitor displays. Click on one to see details specific to the interaction.

To start monitoring a specific interaction, hover over it and click the Monitor button. The interaction displays in the left panel. Click it to focus on that interaction.

To stop monitoring a specific interaction, click the Stop Monitoring button. The list of active interactions is displayed.

To close your monitoring session completely, click the headset icon.

Monitoring Voice Interactions

When you monitor a voice interaction a list of participants is displayed; this can include the user’s phone number or name, the name of the agent handling the interaction, and any agents brought in to assist. Once you begin monitoring a voice interaction, toolbars display that allow you to manage your monitoring situation and the agent taking the call, the customer, and other agents that may be part of the interaction.

You are automatically muted so that the agent and the customer aren't alerted that you are part of the call. You can unmute yourself to join the conversation with the agent and customer. For example, if you're monitoring a call that is a potential escalation, you can unmute yourself to assist. When you barge in, the agent and the contact can hear you.

Note: You can only monitor one voice interaction at a time.

Monitoring Digital Interactions

When monitoring a digital interaction, chat, SMS, or email, the interaction between the agent and the customer displays on the screen so you can follow the conversation. The transcript is updated every 10 seconds for new messages.

Note: Barge-In is not currently available for monitoring digital interactions in Skylight. Digital interactions are read-only for supervisors.

If an agent disconnects from a digital interaction and the user sends another message, a different agent can pick up the conversation, and the supervisor can resume monitoring. The complete customer interaction, with responses from both agents, is displayed for the supervisor.

For more information see Monitoring Agent Interactions While in Skylight.

Update: Support Agent Desktop and Config UI for SSO Deep Linking

To provide a seamless experience for single sign-on user’s with multiple Identity Providers (IDP) in a single tenant or across multiple tenants, CxEngage Single Sign-On (SSO) support has been improved so that a user is automatically redirected to the proper tenant for authentication, based on the information provided.

Depending on the user profile and tenant configurations, one of the following SSO authentications will occur:

• When the user has a default tenant assigned to their user profile, that tenant's SSO configuration is used for authentication.

• When the user has a default IDP assigned to their user profile, that IDP is used for authentication.

• When the tenant ID is used, that tenant's SSO configuration is used for authentication.

• If neither the user profile or the tenant is configured with a default IDP, authentication occurs as it did before the update.

Deep Linking for Skylight Desktop:

• When the URL skylight-desktop.cxengage.net/#sso?tenantId={{tenantId}} is accessed, the system uses the specified tenant’s SSO configuration for authentication.

• For the URL skylight-desktop.cxengage.net/#sso?tenantId={{tenantId}}&idp={{idp-id}}, the system uses the specified IDP. The IDP-Id can be found in CxEngage under Configuration > Identity Provider.

  Note: The URL skylight.cxengage.net/#sso?crmModule=salesforce-classic&tenantId={{tenantId}} and skylight.cxengage.net/#sso?crm-Module=salesforce-classic&tenantId={{tenantId}}&idp={{idp-id}} work with Agent Desktop when it is integrated into Salesforce.

Deep Linking for Config UI

• When the URL cxengage.net/#/login?sso=true&tenantId={{tenantId}} is accessed, the system uses the specified tenant’s SSO configuration for authentication.

• For the URL cxengage.net/#/login?sso=true&tenantId={{tenantId}}&idp={{idp-id}}, the system uses the specified IDP. The IDP-Id can be found in CxEngage under Configuration > Identity Provider.

Note: If you use multiple IDPs for a single tenant or across multiple tenants and have problems setting up SSO Deep Linking, log a support ticket.

Fix: Transferred Calls Missing Call Recordings (CXV1-29893)

Under specific conditions, when calls were being recorded in CxQM and transferred to another agent, the second agent's conversation would not be recorded. A fix has been implemented to ensure that regardless of the duration of hold/wait times on transfers and as long as there is a customer participant on the call, all legs will be recorded properly regardless of reported call state.

Update: Data Complete Flag in Interactions API

Previously, when an End Timestamp was available on the interactions API, the interaction was considered complete and ready to be processed by other applications, such as a Business Intelligence utility. Because Wrap Up activities and other post-conversation events take place after an End Timestamp is logged, some information was not included when interactions were processed before post-conversation values were updated.

So that you can ensure that an interaction is complete and ready to be reviewed or processed, a new dataComplete parameter has been added to the Interactions API.

The dataComplete parameter can have a value of true-the interaction is complete, or false-the interaction is not complete and is found in all historical APIs.

Update: Allow Zero CSAT Score

An enhancement to the Customer Satisfaction Score collection configuration allows you to accept zero (0%) as a customer response. To enable your score range to begin at 0%, toggle the Allow Zero Score setting to On in the Customer Satisfaction Score parameters. CxEngage will accept an input of 0 up to the Max Score you define in the parameters.

Note: Temporarily, zero % CSAT scores display as % in reporting, with no number in front of the %. Calculations using zero scores are accurate. The display of 0% in reporting will be updated in a future release.

Fix: CSAT Notation is Accepting Improper Values (CXV1-30001)

Previously, the defined parameters for collecting the CSAT score were not being honored.

When the customer exceeded the defined Maximum Attempts to enter a CSAT score or entered a value higher than the allowed Max Score, CxEngage still saved the last entered value.

This issue has been fixed. If the customer exceeds the maximum number of attempts or the last attempt exceeds the maximum score allowed, CxEngage disregards the entry (entries) and does not save the CSAT score.

Fix: Permission "View Skill" doesn't show the agents assigned to each skill (CXV1-29950)

To limit the ability of non-supervisor and non-administrator roles seeing information they do not have access to, the permissions for viewing skills and the users that are assigned to those skills have been updated, and a new permission has been added. All permissions listed below are in the Administrator and Supervisor roles by default. You can assign any of these permissions to custom roles in your tenant.

• VIEW_ALL_SKILLS - allows you to see the skills that are available on the tenant.

• VIEW_ALL_SKILL_USERS - allows you to see the users assigned to a specific skill in User Management > Skills.

• VIEW_ALL_USER_SKILLS - allows you to see all skills assigned to a user on their user profile in User Management > Users.

Note: The VIEW_ALL_SKILLS permission no longer allows you to see the users who have the skill assigned.

Update: Sorting Agents By Skill During Allocation

The new Sort by Proficiency feature allows administrators to base the assignment of an interaction to an agent on the sorting criteria that is defined in the queue.

Currently, during agent allocation, proficiency is only used to filter agents by skill level. Agents that do not meet a specific criteria are weeded out of the list before a call is routed to them. Then, an agent is assigned the interaction based on the longest idle time.

When the new sorting feature is used, after all skill filters are applied, the interaction is assigned to an agent based on how their skills align with the skill sort order defined by the administrator.

For example, the Skill Filters in this queue require that an agent have All of these skills: a proficiency of at least 3 in Skill 1 AND a proficiency of at least 2 in Skill 2. As well, the agent can have Any of these skills: a proficiency of at least 1 in Skill 3.

When Sort by Proficiency is enabled, the administrator defines which of the three skill requirements should be met first and in which order, ascending or descending. The agent who is first eligible to be assigned the interaction is the one who meets the Sort by Skills criteria and then the longest idle time.

Note: Sort by Proficiency is only available with Advanced Routing. Contact your Customer Service Manager for more information.

For information on setting up your queues to sort by proficiency, see Creating Queue Queries using the Basic Query Builder

Update: Searching for Interactions Using Disposition Codes

The enhanced CxQM custom search engine lets users search recorded interactions based on standard CxEngage attributes, such as Group Name, Group Id, and Queue Id, custom attributes that are defined in your interaction flow, and now disposition codes. This new functionality lets supervisors and managers focus their search on the most critical interactions, some of which include custom disposition codes.

Note: This functionality may not be enabled. Please contact support if you want to turn this feature on.

Creating Disposition Codes

Before you are able to search on disposition codes in CxQM, you must first create your disposition codes and disposition lists, and then add them to your interaction flow.

Note: For information on Working with Dispositions and Disposition Lists, see the online help. For information on adding the disposition to your interaction flow, see the Flow Designer Reference.

Configuring Playback View to Display Dispositions

To manage the information that supervisors and managers can see and search on when reviewing recordings, you can manage which columns they can display at Quality Management > Administration > Setup > Display Settings > Configure Default Playback View.

Disposition is automatically added to the Available Columns list on the Default Playback View Configuration dialog. For supervisors and managers to see and search on the information, you must display the information to them. To display disposition codes, click on it in the Available Columns list and move it to the Displayed Columns list. Click OK to save your changes.

Important: If you do not add Disposition to the Displayed Columns list, your users will not be able to see or search on them in CxQM.

Note: When reviewing recordings, users can choose which columns to show across the page. To display a column, click Playback Options settings, select My View, click the Columns arrow, and then check the box for each column to show on the page. The user can uncheck the box for any column to hide it from view.

Searching Recordings by Disposition

To search for recordings with specific disposition values, when on the Quality Management > Recordings > Playback tab, click Custom Search. On the Custom Search Criteria dialog, click the Options tab. Click the Disposition arrow and select the Disposition value by which you want to filter the recordings. Click OK to run the search and view the results.

Important: You can only search disposition values for interactions after the feature is enabled with this release. This search does not apply to historical data.

Note: Save your custom search and you can return to it and run it against the interactions list at any time.