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Release Name |
CX4.10.7 |
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Release Date |
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Release Summary |
Delivers critical fixes for Redis connection stability, real-time reporting on Facebook and Instagram chats, task routing reliability, and Agent Desk behavior during voice calls. |
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Upgrade Guide |
New in CX4.10.7
This is a patch release on top of CX4.10.6, focused on critical stability and reliability improvements across digital channels, reporting, and agent operations.
Resolved Issues
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Feature(s) |
Description |
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Improve Conversation Manager Redis connection stability |
Issue: In certain cases, the Conversation Manager could not connect to Redis due to exhausted connection resources. This caused message processing failures and potential service disruption. Resolution: This patch optimises Redis connection handling in the Conversation Manager, preventing resource exhaustion and ensuring stable connectivity for message processing. |
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Ensure CCM message retrieval after Redis connection exhaustion |
Issue: The Customer Channel Manager (CCM) could stop retrieving channel messages due to Redis connectivity failures, causing real-time message retrieval failures and potential service disruption. Resolution: This patch improves Redis connection management in CCM, eliminating resource exhaustion errors and restoring reliable message retrieval for all channels. |
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Remove stuck Facebook and Instagram chats from Real-Time Reports |
Issue: Chats handled and closed on Facebook and Instagram channels remained stuck in the "Queued Conversation Details" section of Real-Time Reports. Incorrect statistics appeared until a manual refresh. Resolution: This fix keeps the "Queued Conversation Details” section up to date, ensuring real-time reports reflect accurate data without requiring a manual refresh. |
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Ensure TaskRouter always removes the correct queued task |
Issue: A flaw in TaskRouter's dequeue logic could remove a higher-priority task instead of the current task being processed if a higher-priority task was inserted between the peek and dequeue operations. This could result in the task being processed, not clearing from the system, and also cause abnormalities with the agent availability state. Resolution: This patch corrects the dequeue logic, so TaskRouter always removes the specific task being processed, preventing routing blockages and ensuring reliable task assignment. |
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Prevent the Agent Desk refresh loop on voice call acceptance |
Issue: Adding/configuring more than 30+ CX Voice Queues on the Admin Panel and accepting voice-type conversation triggered an infinite loop of get Queue & Contact API call, causing a continuous loading state and performance degradation on Agent Desk. This is not observed for chat-type conversation.
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