Update: Flow management column view with Flow type (CXV1-30932)

A new column has been added to the Flow Management list in CxEngage. Type allows you to quickly see the type assigned to a flow. This value can be one of the following:

• Customer: Used to define the caller experience

• Resource: Used to define the resource experience

• Reusable: Can define customer or resource experiences for the purpose of being used in other flows. If created, these will appear in the Flow Designer as an element.

To see the Type column you must add it to your view of the Flow Management list. In CxEngage, navigate to Flows > Flows. Click Columns and check the Type box. The Type column displays in the Flow Management list. Values in this column can include: Customer, Resource, or Reusable.

Fix: Agent name displays "Browser Phone" (CXV1-30912)

Previously, when viewing calls in Historical Reporting, the Agent Name displayed as "Browser Phone."

This has been fixed. The Agent Name now displays properly in Historical Reporting.

Fix: Reports Defaulting to Etc/GMT+12 (CXV1-31265)

Previously, when creating a new report the Timezone field was blank. After opening the Global Filter the Timezone field displayed "Etc./GMT+12."

This issue has been fixed. The Timezone field now displays the user's Timezone when a new report is created.

Fix: Agent state changed to Not-ready with call marked as work-rejected (CXV1-30923)

Some users experienced their State changing to not-ready once accepting an offered interaction. This occurred within the last few seconds before timeout of the offer.

This issue has been fixed.

Fix: Text Clearing from Emails (CXV1-31148)

When replying to an email interaction, the typed reply text cleared or duplicated across multiple email interactions when the agent switched between them.

Drafts of emails are now saved automatically when the agent switches between email interactions.

Fix: Unable to update user extension (CXV1-31241)

In CxEngage, on the User panel of the User Management page, non-webrtc extensions, such as a PSTN or SIP numbers, were able to be added and saved, but the extension did not show in the Extensions section of the User panel.

This has been fixed. Now, non-webrtc extensions successfully display on the User Management > User panel in CxEngage.

Fix: Chat Widget - Cannot Make Changes - Throws up Error Code (CXV1-30817)

Prior to this release, an issue prevented changes to chat widget settings from being saved. This has been resolved, and updates are now saved correctly in CxEngage.

Update: Dispositions do not show up under the disposition column in Quality Management for Web Chat/Email Channel interactions (CXV1-30538)

Previously in Quality Management, dispositions were only displayed for voice interactions. Quality Management has been updated to show dispositions for all digital interaction types.

Update: Added Custom Search for Dispositions in the Options section of CxQM Custom Search Criteria (CXV1-30798)

You can now perform a custom search on disposition values in the Playback Log. The Options tab on the Custom Search Criteria window in Quality Management has been updated to allow you to select a disposition from the Disposition drop-down. The list in the drop-down reflects those dispositions seen in the Disposition filter on the Recordings screen at Quality Management > Recordings.

Fix: Custom Realtime Dashboard - Gauge Chart, color shades issue (CXV1-30430)

When creating or modifying a dashboard in CxEngage, users previously could not specify a hex code for Gauge Threshold colors, resulting in the dashboard displaying only red. This issue occurred in CxEngage > Reporting > Custom Realtime Dashboard > Widget Type = Statistics > Display as Gauge = Enabled > Gauge Thresholds.

This has been resolved. Users can now enter a hex code in the Gauge Thresholds > Color field.

Fix: Skylight Bug - Agents Reporting that Notes are being erased as they are being typed (CXV1-30870)

In Skylight, interaction notes periodically cleared and the UI refreshed while typing notes during a call. This issue has been fixed. Interaction notes no longer clear without user intervention

Fix: Attachments are not accessible after attaching to an Evaluation Form (CXV1-30859)

Some Quality Management evaluation form attachments could not be found because special characters were included in the attachment name. CxQM has been updated to properly handle special characters in attachment names

Fix: Clicking "Copy" button (copy transcript to clipboard) in Skylight causes a critical error (CXV1-30836)

The issue that caused a critical error when Agents clicked the Copy button in Skylight to copy an interaction transcript has been resolved. The agent is now able to copy and paste the transcript into the interaction.

Fix: User Management > Skills > Sorting not working / User Management > Users > Skills not ordering correctly (CXV1-30252 / CXV1-30251)

When a column filter is clicked in the User Management > Skills > User section or User Management > Users >Skills section of a chosen skill or user, the information is now sorted in ascending or descending order based on the values in the column.