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.

Fix: Screen Capture Stopping for Agents (CXV1-30032)

An intermittent issue that stopped the screen capture application from properly handling recordings has been resolved.

The problem occurred when the screen capture application did not transition into the correct recording state. This issue impacted current and future recordings. The screen capture application now gracefully handles failed recording transition states so that captures start correctly and subsequent recordings work as expected.

Fix: Camelcasing entity names in table drop-down filter

Previously, the first letter of an option in a drop-down list was automatically capitalized by CxEngage, even when the option purposely contained a lowercase letter at the beginning.

Users specifically saw this issue in the Groups, Skills, and Roles drop-downs on the User Management > Users page and in the Queue drop-down on the Reporting > Interaction Management page.

This has been corrected. All drop-down list options in CxEngage now display exactly as created. If an option begins with a lowercase letter, it displays as such in the drop-down list.

Update: Alphabetical sorting in dropdowns

The Queues drop-down menu on the Reporting > Interaction Management page and the Skills drop-down menu on the User Management > User page are now sorted alphabetically. Also, when creating a disposition list item for a disposition list, the Disposition drop-down menu is now sorted alphabetically.

Fix: Select all function not working in Agent State Monitoring

Previously, in CxEngage Realtime Dashboard, in Agent State Monitoring, users were unable to select or deselect the All option when attempting to perform a bulk update for all visible agents. Also, the Work mode and Presence state drop-down menu options were unavailable. These issues have been fixed.

Update: Reporting API Retrieves Outbound Identifiers

Fields have been added in /interactions API payload for new interactions that use Outbound Identifiers with channelType "Email", "Voice", and "SMS".

The API response for parameter "outboundIdentifiers" can include the following:

When the outboundIdentifier parameter is included in a response, it might look as follows.

"outboundIdentifiers": [

    {

	"interactionOutboundIdentifierId": "52e507c0-4e6c-11ee-ad38-8a8e9f703fd3",

	"outboundIdentifierId": "8a13f0b0-d97f-11ed-b23a-81a455430a6f",

	"outboundIdentifierValue": "+17254000678",

	"outboundIdentifierName" "SMS 2"

    }

]

Update: Searching for Interactions Using Custom Attributes

The enhanced CxQM custom search engine now lets users search recorded interactions based on not only standard CxEngage attributes, such as Group Name, Group Id, and Queue Id, but also on custom attributes that are defined in your interaction flow. This new functionality lets supervisors and managers create an array of custom parameters and then concentrate their searches on those key business identifiers, allowing them to focus on the most critical interactions.

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

Creating Custom Attributes

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

Note: For information on Creating Custom Interaction Attributes, see the online help. For information on adding the attribute to your interaction flow, see the Flow Designer Reference.

Configuring Playback View to Display Custom Attributes

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.

Custom attributes are 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 a custom attribute, click on the attribute 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 the custom attribute to the Displayed Columns list, your users will not be able to see or search on the attribute 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 Custom Attributes

To search for recordings with specific custom attribute values, when on the Quality Management > Recordings > Playback tab, click Custom Search. On the Custom Search Criteria dialog, click the Custom Attributes tab. The available custom attributes display. In the appropriate custom attribute field, enter the information by which you want to filter the recordings. Click OK to run the search and view the results.

Important: You can only search custom attribute values for calls received after enabling the feature. 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.

Fix: CxE ConfigUI Updates Dispatch Mappings with the Same Configurations (CXV1-28931)

Previously, it was possible to update and enable multiple dispatch mappings with the same channel type, mapping, and mapping value. This was causing confusion when determining which flow to dispatch.

Validation has been added so that if identical dispatch mappings exist - same channel type, mapping, and mapping value, only one can be enabled at a time.

Fix: Issue Creating Voice Transfer List to Queue on Tenant (CXV1-29103)

Previously, when adding a voice transfer list for Queue, the new list would not save to the tenant. This issue has been fixed.

Update: Changes to Twilio Voice Media IP Addresses

Effective October 10, 2023

To improve flexibility, reliability, and scalability, Twilio will update the media IPs and port ranges used for Elastic SIP Trunking, Programmable Voice SIP, Flex, or Voice SDK, in all regions. This improvement will result in a single global IP range, 168.86.128.0/18, rather than multiple regional ranges. Also, the media port range will expand from 10000-20000 to 10000-60000.

When the new global IP and port range becomes active, the regional IPs and port ranges will no longer work. For your calls to continue to connect properly, you must update your Twilio firewall settings to allow the new IP and port range. If you fail to make this update, you will experience one-way audio and dropped calls.

When: Before October 10, 2023

Updates to Firewall Settings:

• IP range: 168.86.128.0/18

• UDP port range: 10000-60000

Important: Prior to October 10, 2023, continue to use the information found in the CxEngage Online Help at: Getting Started > System Requirements > Firewall and Proxy Configuration > WebRTC (Twilio Requirements) to identify the Twilio firewall settings for your region. However, after October 10, 2023, you may remove old IPs and port ranges.

Note: Currently, plans are for changes to Twilio Voice Interconnect Media IP addresses to take effect February 21, 2024.

Update: Interaction Segment Analysis Timing Out (CXV1-28864)

When exporting the Interaction Segment Analysis report to Excel or PDF, a timeout error occurred. The time it takes to extract the Interaction Segment information as been reduced, allowing for the export to be completed correctly.

Update: Shared Analysis - Resume Functionality (CXV1-29612)

Previously an enhancement was added to CxEngage which opened reports in a paused state. This enabled the user to make changes to the report before retrieving the data. This functionality has been added to shared analyses. When a shared Analysis report is opened, data retrieval is paused and a Resume button displays on the screen. When the user clicks the button, the data retrieval starts and the Pause Data Retrieval button displays.

Fix: Interaction Detail by Queue Reports Queries Pulling Data Haphazardly (CXV1-27520, CXV1-27521, CXV1-27523)

SLA Denominator and Queue Entries columns displayed incorrect information in the Interaction Detail by Queue report. This has been corrected. These columns now display "1" for a true value and a "0" for blank.

Fix: Shared With Me Folder Shows User ID (CXV1-29774)

In Historical Reporting when you hovered over a shared item in the Shared with Me folder, the user ID displayed. This has been changed so that when you hover over a shared item the user name displays.

Fix: No longer able to download calls with Salesforce URL link (CXV1-29967)

Previously, an error was received when downloading recorded messages using the URL link in Salesforce. This issue has been resolved.

Fix: Multiple users are getting error - 7019 (CXV1-29975)

Some users received Code: 7019 errors when attempting an outbound call. This issue has been resolved.

Maintenance: Email-gateway

General maintenance on email-gateway to improve performance and backward compatibility.

Maintenance: CxEngage

General maintenance on CxEngage to improve performance.

Fix: Roles Require MANAGE_ALL_MEDIA Permission (CXV1-28238)

Previously to see the User Management > Skills and User Management > Groups menu options in CxEngage, user roles were required to have the following permissions, based on what the user was allowed to do.

User Management > Skills

• MANAGE_ALL SKILLS - required to manage skills in CxEngage

• VIEW_ALL_SKILLS - required to view the list of skills in CxEngage

• MANAGE_ALL_MEDIA - required to manage or view skills in CxEngage

User Management > Groups

• MANAGE_ALL_GROUPS - required to manage groups in CxEngage

• VIEW_ALL_GROUPS - required to view the list of groups in CxEngage

• MANAGE_ALL_MEDIA - required to manage or view groups in CxEngage

The requirement to have the MANAGE_ALL_MEDIA permission has been removed. Roles no longer need this permission to see the Skills or Groups menu option under User Management.

Note: Roles must still have the appropriate MANAGE_ALL_SKILLS/GROUPS or VIEW_ALL_SKILLS/GROUPS permissions.

Update: Agents Can Change the FROM/Reply As Address in an Email Interaction

Previously in Skylight, agents could only send emails using the single SMTP User email address that is part of the Email Integration in CxEngage.

Now, when an agent replies to an email interaction, a different Outbound Identifier can be selected from a list of multiple email addresses. This email address displays to the customer as the FROM address in the message. Also, when the customer selects Reply, that different email address displays in the TO field.

Important: Before configuring the multiple reply email feature, the tenant must have a Flow and Dispatch Mapping for Outbound Email.

An administrator or supervisor must do the following configurations before the agent can select a different Reply As email address for the interaction.

1. Create your Outbound Identifiers, which are the email addresses that you want to include as a Reply As in your email interaction. See the Creating Outbound Identifiers page in the online help for detailed instructions.

2. Create your Outbound Identifier List containing all the Outbound Identifiers you want available as the Reply As email addresses. See the Creating an Outbound Identifier List page in the online help for detailed instructions.

3. Assign the Outbound Identifier List to the agents, skills, and groups that you want to be able to see the Outbound Identifier List in Skylight. See the Assigning Outbound Identifiers page in the online help for detailed instructions.
   
   

4. So that Skylight can receive and send emails using different email addresses, assign and enable each Outbound Identifier to the Listener list in the CxEngage Email Integration. For detailed instructions, see the Listeners section of the Creating Integrations page in the online help.

Once you have completed these steps, agents given the proper permission can choose a different Reply AS email address during an interaction in Skylight.

To change the FROM address when replying to an email interaction, the agent will do the following:

1. In Skylight, when a notification is received that an email interaction is available, accept the work.

2. After reviewing the email, click Reply.

3. Enter a response and make any necessary updates.

4. Click the Reply As arrow and select from the list the email address to be used as the Reply As address—the Reply As email address in the email area changes to reflect the one chosen by the agent.

Note: You can also change the Reply As email address on the Info panel.

5. Click the Send button.

To change the FROM address when creating a new email interaction, the agent will do the following:

1. In Skylight, click the New Interaction icon.

2. Enter the contact's email address in the Search field.

3. Press the Enter key on the keyboard.

If the email already exists as a contact, the contact information displays.

4. Click the contact's email address.

5. If an Outbound Identifier List exists, the agent can select a different Reply As address. Click the Select Reply As arrow and then select the email address to use as the Reply As email.

6. Click Compose Email. The Compose Email window opens with the contact's information in the appropriate fields and the selected email address as the Reply As address.

Note: If the Reply As address is incorrect, cancel the interaction and re-initiate the email or on the Info panel click the email address, click Select Reply As and then select the correct email address.

If the email does not exist as a contact, the email address shows beneath the Search field with no other contact information.

4. Click the Select Reply As arrow and select from the list the email address to be used as the Reply As address.

5. Click the button that reflects the user's email address. A new email interaction opens with the email address in the To field and the selected Reply As email address.

Note: If the Reply As address is incorrect, cancel the interaction and re-initiate the email or on the Info panel click the email address, click Select Reply As and then select the correct email address.

Send the email with the different Reply As address.

Finally, enter a message, make any necessary updates, and click the Send button to complete the new email interaction.

Warning: If you previously set a From address in the Click to Email flow, ensure the address is the SMTP-User email address found in the Email Integration or any active Listener. Otherwise, the Send mail function will not work.

No matter which circumstance prompts the interaction, when the customer receives the email, the FROM address reflects the Reply As email address that the agent selected when creating the interaction. When the customer clicks Reply, the Reply To address reflects the chosen email address as well.

Note: This feature requires the SMTP User in the email integration's properties to have an active listener configured for that SMTP User. If you have any difficulties please reach out to your system administrator or support representative.

Update: New Data Dictionary is Live in the Online Help

A new version of the data dictionary is online. You can view the revised information in the CxEngage online help at Reporting > Data Dictionary. Information is sorted by the data set that it is part of and by statistic name. You can also use a keyword search to find specific information. The data dictionary is a work in progress and will be continuously updated. If you are unable to find information that you need, please log a support ticket so that we can improve the data dictionary content.

Fix: Exit Queue does not Dequeue and Remove from Journal (CXV1-29811)

Previously interactions that were removed from a queue using the Exit Queue notation were left in the queue journal, preventing them from being re-enqueued to the same queue they had previously entered. This has been resolved and interactions that are removed from a queue using the Exit Queue notation can now be re-enqueued to any queue necessary, including previous queues to which that interaction was sent.

General Maintenance: OAuth Not working when O365 is set to require approval (CXV1-29468)

When updating or creating an email integration with an O365 account, you can view the permissions that Lifesize requires for the CxEngage Email Integration to work correctly. Click the "By signing in with Microsoft you are approving these permissions" link to see the permissions Lifesize requests.

General Maintenance: Removing Early Access Features (CXV1-29523 )

A feature that previously allowed users to enable and disable specific features in CxEngage in order to return to a previous application version has been removed. Now, all customers will run the latest version of the application.

General Maintenance: Sliding Columns in Real Time Tables Overlap Data (CXV1-29773)

Ellipses (…) now display at the end of information when there is more data to present than the width of the column allows. To see all of the information, expand the column.