Patch Release CX4.10.3

CX4.10.3

QA PASSED

01 Oct 2025

Includes multi-level pagination, infinite scroll in wrap-up forms, and adds a keyword search bar for quicker wrap-up code selection. Partial form updates streamline minor edits. Adds Agent Hand Raise, allowing agents to request help during ongoing conversations.

Brings a redesigned suite of dashboards for supervisors to gain real-time and historical insights, while agents can monitor their daily metrics and team stats directly within the Agent Desk. Introduces message-level ETL for comprehensive extraction and reporting of all communication data.

Key fixes include accurate email session end reporting, protection of the wrap-up form during admin pod restarts, clearer agent identification through full-name display, and resolution of chat closure issues when the MRD is absent.

Upgrade Guide CX4.10.2 to CX4.10.3

The wrap-up forms now feature multi-level server pagination on the backend APIs and an infinite scroll, allowing agents to load wrap-up codes in small chunks while scrolling through long lists of options for a faster and more responsive user experience.

This improvement has been tested with a minimum of 10k wrap-up codes.

Agents can now use a keyword-based search bar to quickly locate codes during the wrap-up process. This enhancement reduces Average Handle Time (AHT), minimizes manual errors, and ensures accurate code selection. These improvements boost agent productivity and improve data quality.

Rolled out a smarter and safer way to update forms. Instead of resending the entire form for a minor edit, it now only sends the specific change, like a corrected typo. This makes updates incredibly fast.

Supervisors now receive an incoming notification whenever an agent raises their hand on a conversation. This allows them to respond promptly, even if they are not viewing the live dashboards.

This dashboard outlines the structure and key performance indicators (KPIs) used in the redesigned Supervisor Dashboard for a contact center. The dashboard is designed to provide real-time and historical visibility into the performance of agents, queues, and bots across different communication channels.

Enable agents to see their daily performance on the dashboard, providing real-time visibility into the number of tasks they handle each day and their average performance for the day.
This enhancement increases transparency, helps individuals monitor workload and pace, and supports data-driven discussions with managers about productivity and optimization opportunities.

This is designed to provide real-time and historical visibility into agent activity and efficiency. The dashboard highlights key KPIs, including handled and abandoned conversations, service level adherence, and average response times. This also tracks agent login states, enabling supervisors to monitor agents’ availability and quickly identify performance gaps.

The Agent Desk now includes embedded dashboards for agents, supervisors, and teams, offering unified access to performance insights within a single interface. This integration eliminates the need to switch between applications, enabling real-time visibility and streamlined monitoring for improved responsiveness and decision-making.

Handles the extraction and loading of all message-related data from the CX platform, encompassing Agent Messages, Customer Messages, Bot Messages, and Action Messages. This process ensures comprehensive ingestion of communication data across all message types for downstream analysis and reporting.

Issue: Previously, the Email session ended up with the agent’s unavailability, and the system showed it as the Customer’s inactivity because of the customer’s SLA expiry after the No Agent Available timer. This misrepresented reporting data and misled the categorization of closed sessions.

Resolution: This is resolved by configuring this behavior with a flag. The default behavior will remain the same; that is, after the No Agent Available notification, the Customer SLA will run. On using the flag, one can disable the Customer SLA from running, but this requires custom training to handle this case.

Issue: Previously, whenever the Unified Admin pod restarted, all existing WrapUp Forms were removed. This caused data loss and disrupted admin workflows.

Resolution: There was an issue in the implementation after the removal of the form type from the form module, which is fixed now.

Issue: The Available Agents Detail dashboard previously displayed usernames, which could be either numeric or non-descriptive, making agent identification unclear.

Resolution: Updated the dashboard to show agents’ first and last names instead of usernames. This improves clarity, reduces confusion, and helps supervisors and team members identify agents more easily.

Issue: When a Cisco MRD (typically a bootstrapped MRD) was removed from the system, the expected TASK_STATE_CHANGED event with state CLOSED was not published. This led to discrepancies in reporting and real-time dashboard metrics.

Resolution: The root cause was a broken code flow triggered by a null pointer exception during MRD removal. The logic has been updated to handle such cases, ensuring the TASK_STATE_CHANGED event is consistently published and system metrics remain accurate.