CxEngage Release 24.11.09
All Regions	November 09, 2024

Update: Schedule Callback in Skylight

The new Schedule Callback feature allows you to arrange a customer callback for a specific day and time.

This new feature lets an agent schedule a customer callback during the initial interaction. A note can be added that explains why the callback is needed so that the agent quickly understands the reason for the callback.

Setting Up Schedule Callback

When setting up the Schedule Callback feature, you will need to create a flow that has Schedule Callback enabled. You will also want to keep your original flow which will have Schedule Callback disabled. Your agents can move between the two flows if necessary.

Create a Flow with Scheduled Callback Enabled

First, you must create a new flow that has Scheduled Callback enabled.

1. Go to Flows > Flows.

2. Select your existing flow and make a copy of the latest version.

3. Rename your copy and click Submit.

4. Select the flow you just saved.

5. Click the Settings icon.

6. On the Flow Default tab, scroll down to Scheduled Callback Enabled.
   

7. Click to toggle it to On. The toggle changes to green.
   

8. Click Publish to share your updated flow with others.

Note: You may want to keep a flow that has Scheduled Callback Enabled turned off.

Add Flow to an Outbound Identifier

After enabling Scheduled Callback in the flow, you must add the flow to the Outbound Identifier.

1. Go to Configuration > Outbound Identifiers.

2. Create a new Outbound Identifier for your Enabled Schedule Callback flow.

3. Ensure that the correct Flow Id is selected; one in which Scheduled Callback is enabled.

4. Click Submit to save your changes.

Note: You may want to create an Outbound Identifier for your Disabled Scheduled Callback flow.

Add Outbound Identifiers to an Outbound Identifier List

After adding the Outbound Identifiers, you must add them to the Outbound Identifier List.

1. Go to Configuration > Outbound Identifiers Lists.

2. Select the Outbound Identifier List you want to modify.

3. Click the Add (+) button. The Add list items window pops up.

4. On the Add list items: Outbound Identifier List window, click the Add (+) button for the Enabled Scheduled Callback outbound identifier you want to add to the list.

   Note: If you created a Disabled Scheduled Callback outbound identifier, add it to the Outbound Identifier List now.

5. Close the window.

6. Click Submit to save your changes.

Note: Ensure that the Outbound Identifier List with Scheduled Callback is assigned to the proper Groups. This will ensure that agents are able to use Scheduled Callback in Skylight.

Show Schedule Callback in Skylight

In Skylight, the agent will see the new Outbound ANI for the flow that has Scheduled Callback enabled.

Note: If you added an Outbound ANI that has Scheduled Callback disabled, the agent will see that in the list as well.

When the agent is in an interaction and Scheduled Callback is enabled, the Schedule Callback button displays.

Scheduling a Callback

At any time during the interaction an agent can click the Schedule Callback button. The Schedule Callback screen pops up.

The agent will:

1. Enter the Name of the customer to call back.

2. If the Callback Number does not automatically populate, enter the phone number to call back. Also, the number can be changed if the call back should be made to a different number.

3. Enter or select a Date on which the callback should take place. The agent must select a future date.

4. Select the Time that the callback should take place. The agent must select a future time. If the time selected is in the past, the scheduled callback will occur immediately.
   Note: The callback is scheduled based on the agent's time zone.

5. Enter Notes relative to the callback. Notes explain why the callback is needed and what should be addressed during the callback.

6. Check the Route Callback to me box, if the callback should be placed directly in the agent's queue. Otherwise the callback is directed to a queue, which is defined by a setting in the flow.

7. Select the Outbound ANI.

8. Click the Save Changes button to save the scheduled callback.

The agent then completes the interaction as usual.

Accepting a Callback

When the scheduled callback day and time are met, a notification displays on the agent's screen. When the agent accepts the callback, the callback number automatically dials and the call interaction window displays. The interaction is marked at the top with “Notes: Callback Interaction” and the Note that the agent entered when the callback was scheduled displays.

At this point, the interaction is the same as any other voice interaction. Once the interaction is complete, the agent can schedule another callback, perform Wrap-up, or complete any other necessary tasks.

Note: If the agent is not available when the schedule callback day and time are met, the next time the agent logs in, a notification displays. If the Fallback to Queue setting in the flow is defined, the interaction is handled based on that setting. For example, if the agent is unavailable and Fallback to Queue is set to go to queue after one hour, once the scheduled callback is one hour old the interaction is sent to the queue and offered to another agent.

Update: Enghouse Interactive Branding

Users will see a newly branded Log In page in Skylight and CxEngage.

CxEngage Release 24.11.02
All Regions

Fix: Emails Not making it to queue (CXV1-30756)

When creating a CxEngage Email Dispatch Mapping, the email address entered in the Mapping Value field is no longer case-sensitive.

Fix: Interactions have no reporting events (CXV1-30514)

The interaction management safeguard for deleting an event was causing errors. This issue has been corrected.

CxEngage Release COMING SOON
All Regions

Coming Soon:

Users will see a newly branded Log In page in Skylight and CxEngage.

CxEngage Release 24.10.2
All Regions	October 2, 2024

Fix: Reporting Discrepancies Between Two Reports (CXV1-30417)

The "Agent Outbound Call Count" column in the Agent Performance report has been updated to ensure the accuracy of the data displayed in the column.

Fix: Agent work offer times are wrong on the CxEngage Reporting API (CXV1-30573)

The "Agent Work Offer Time" field in the reporting API has been updated to ensure the accuracy of the data displayed in the field.

Fix: Unable to kill interactions with Interaction Management (CXV1-30458)

Issues related to the inability to terminate interactions have been fixed

CxEngage Release 24.09.28
All Regions	September 28, 2024

Fix: Issue while terminating interaction from interaction management page (CXV1-30458)

Interactions deleted through the Interaction Management page or API are now flagged in reporting.

CxEngage Release 24.09.21
All Regions	September 21, 2024

Update: Interaction attribute to grab the dispatch mapping ID or name (CXV1-30591)

The dispatch mapping ID is now bound into the interaction state as interaction/dispatch-mapping-id. This allows the dispatch mapping ID to be referenced in flows.