Quality Management - System Limitations

QM Limitations:

• Currently, we have inherited the conversation view from Agent Desk. This means that whenever something new is added in Agent Desk, we need to manually replicate it in our conversation view. If the feature is already released in Agent Desk, we can include it; otherwise, that change will not be part of the Unified Admin conversation view

• Conversations will appear in the conversation list only after configuring the DN in the Channel section on Unified Admin. However, any conversations before configuring the DN will not be displayed.

• Calls that disconnect within a fraction of a second (e.g., 0.4s) result in conversations with a 00:00 duration. The Conversation Manager currently does not account for millisecond-level call durations.

• Relogin on the unified admin to get the created agents in Reviews and Schedules.

• SSE and MS Exchange cannot operate concurrently at this time. Users must choose and configure one integration at a time.

• Cisco wrap-up codes must exist in Unified-Admin wrap-up codes to enable schedule creation and apply conversation list filters.

• If a wrap-up code is not found in the search, it must be added manually to retrieve the specific result.

• There are some limitations on agent-team part regarding agent deletion from keycloak. Please go through Agent Team Document limitation part for better guidance.

• QM Reports are only tested for MySQL.

QM for Cisco Limitations:

• If a call is consulted to Agent B and Agent B transfers the call to Agent C, the conversation for that call will not be created.

• In an outbound call that is Consult/Directly transferred, the original agent's name is replaced with the agent who becomes the primary agent of the call.

• The system does not support Conference calls, so conversations will not appear on the conversations list.

• UCCE:

  • Consult call conversation is not created.

  • Screen recording is currently supported and tested only for simple inbound and simple outbound calls, including the hold/resume scenario.
    Other call scenarios, such as direct transfer, consult, consult transfer, and conference, are not supported at this time.

• UCCX:

  • Screen recording is not supported.

  • Audio recording for consult and consult transfer is not supported for now but the conversations for these calls are created in the conversation list.

Cisco Sync Agents & Teams Limitations:

• The hardcoded agent role is automatically assigned to Cisco sync agents and supervisors.

• Agents deleted in Cisco remain in CX even after the sync job, but those agents are marked as disabled on IAM (Keycloak).

• If the IAM (Keycloak) server is temporarily unavailable, the sync job fails and only retries in the next scheduled cycle, potentially delaying updates. New data will be shown after the next scheduled sync cycle is successfully executed.

• If a team on Cisco is created with the same name as exists on CX, the Cisco team will not be synced to avoid duplication. Ensure unique team names across both systems.

• When a team is deleted in Cisco, it remains in CX after the sync job is executed. The system currently does not support team deletion synchronization, and this needs to be addressed in future updates.