Patch Release CX4.10.1

CX4.10.1

QA PASSEED

18 Aug 2025

Introduces secure APIs with role-based authorization and token enforcement, along with improved protection for customer widget data. QM authentication now routes through the Application Gateway for added security.

Agent Desk sees multiple upgrades, including basic table support, real-time spell check, and a streamlined email thread view. A visible TAT timer now displays on emails to support better prioritization. Email conversations can be added directly to QM. LinkedIn enhancements improve comment handling,

Critical bug fixes include support for partial updates in the CX-Customer API and improved formatting logic that ignores empty markers.

Upgrade Guide CX4.10 to CX4.10.1

Description

To strengthen API security and enforce precise access control, implement a robust authorization mechanism that ensures only authenticated and authorized clients can access designated resources. This includes configuring role-based access control (RBAC), validating access tokens, and applying strict access policies where required.

To mitigate the risk of Cross-Site Scripting (XSS) attacks, all user-generated data originating from customer widgets, such as pre-conversation forms and message content, is securely encoded websocket server level. This ensures that potentially malicious inputs, such as <script>, are safely converted to their HTML-encoded equivalents (e.g., <script>). This encoding is applied at both receiving and sending points to ensure comprehensive protection against XSS vulnerabilities.

QM is now fully enabled through the integration of Application Gateway with Identity and Access Management (IAM)

Introduces a LinkedIn enhancement that allows agents to edit their comments, enabling quick updates and corrections after posting.
Additionally, resolves minor formatting issues to improve consistency and visual alignment across the interface.

Agent Desk now supports basic table structures when agents paste content from Excel. The system preserves the row and column layout, allowing structured data to appear clearly in customer responses. However, it does not retain formatting styles or alignment. As a result, complex tables may lose visual clarity.

Full Excel-style table formatting is part of the plan and future release.

The message composer in AgentDesk now highlights spelling errors as agents type and offers one-click corrections. English, German, and French are supported. Dictionaries for the other languages can be loaded locally for speed and offline reliability.

Introduces a toggle for managing email threads, allowing agents to view incoming emails in a collapsed state by default. Agents can expand the thread to access quoted information as needed, while previous messages remain collapsible in full thread view for easier navigation.

During email composition, quoted text is hidden by default to reduce visual clutter, but can be revealed with a simple toggle. This enhancement improves readability and helps agents focus on the most relevant content.

Agents now see a countdown timer to respond to an email, showing the assigned Turnaround Time (TAT). This real-time display enables agents to monitor their remaining response time and prioritize tasks effectively.

Enhances the message API to include DeliveryNotification messages alongside standard message types. Failed messages are clearly visible in the transcript now. These messages either appear blurred or carry a FAILED status label, consistent with how failures are shown in the conversation history. This improvement ensures a more unified and intuitive experience when reviewing message delivery outcomes.

Evaluators and Quality Managers can now view email conversations directly in the QM Conversation View, enabling more comprehensive quality assessments.

Agents and Quality Assurance Managers can now view the reason a chat ended directly within Agent Desk. After each conversation concludes, a notification displays the closure reason, providing greater transparency and context for post-chat evaluations.

Issue: Users were required to submit the entire CX-Customer object when updating customer data via the API, even if only a single attribute needed modification.

Resolution: The API now accepts partial updates, allowing users to send only the specific attributes they wish to change. This streamlines data handling, reduces payload size, and improves integration efficiency.

Issue: The formatting library previously applied styles even when formatting markers (e.g., **, *) had no content between them. This led to unintended formatting behavior.

Resolution: The library has now been updated to ignore empty formatting markers. For example, ** now remains as ** without triggering bold formatting, while valid syntax such as *bold* continues to render correctly as bol