CX Release Notes
New in CX 4.4
The following new features have been introduced in this release.
Features | Description |
|---|---|
Wrap-up state and timer | A configurable wrap-up state is now available. Agents can select on or more wrap-up codes within the given timeframe of the wrap-up state. |
Manual outbound | As an agent, you can now make manual outbound call to a customer number. |
Send Outbound Message | As an agent, you can now send outbound message to anonymous customers as well. |
Scheduled Activities | As an agent, you can now view and update a scheduled activity on AgentDesk. Webhook Registration APIs (update, post, get, delete) are also available |
Dashboard Enhancements | As a supervisor, on summary dashboard, you can now select multiple queues. |
Historical Reports Enhancements | Introduced IVR activity reports. Additionally, following reports are enhanced:
|
Update Conversation Data | ConversationData API now supports |
Revamp Customer Widget |
|
Viber | Viber is now a supported media channel. See Viber channel capabilities for the supported message types. |
Telegram | Telegram now supports more than just plain text messages. For new message capabilities, see Customer Channels . |
Customer Profile Information | As an agent, you may now view anonymous customer profile information. |
Patch Release CX 4.4.1
Tested with
This release is tested with the following environments and tools.
Environment:
Google Chrome Version 120.0.x
Cisco Voice Channel is tested with UCCX 12.5
CUCM Version is 12.5.1
Application is tested on CISCO IP Phones only
CIPC Version is 8.6.1
Microsoft SQL Server 2019 Enterprise.
CX 4.4 Release Limitations
Release Limitations
Customer Profile Information to be displayed for Anonymous Users:
Anonymous Users Profile Information is tested with Web Widget, Telegram, 360 WhatsApp, Facebook & Viber
Anonymous Users Profile Information is not tested with Instagram, Twilio WhatsApp and twitter.
Wrap-up state and timer
The user can disable or enable wrap-up through common-environment.yaml file
License Manager offline mode
The offline license key uploading feature is currently experiencing issues. On uploading the license key from the Unified Admin, it does not get uploaded. To upload the key, API is available only for authorized users.
Release Test Highlights
Tested Features
Reporting - IVR Historical Reports.
Reporting - List name and routing mode fields added in the Conversation Detail Report.
Reporting - Additional Channel Session Data in Channel Session Detail Report.
Grafana - Multi queue selection in Dashboard.
Customer Widget Revamp.
Wrap-up state and timer
Manual OB CX Voice
Last Agent Routing
Customer Profile Information to be displayed for Anonymous Users
KeyCloak error handling on unified agent / unified-admin
Wrap-up state and timer
Viber Connector
Text Messages Support
Images Support
Videos Support
Location Support
URL Support
Emojis Support
Stickers Support
Telegram Connector
Button Message Support
Video Support
File Support
Images Support
Location Support
Emojis Support
URL Support
Un-Tested Features
Viber has not been tested with button and carousel messages.
Testing for the IVR Report has not included the features of sub-menu, language and category.
Instagram, Twilio & Twitter are not tested in this release
Scheduled Activities
Scheduler - Webhook Registration API. (update,post,get,delete).
Scheduler - Update a scheduled activity.
Scheduler - View Scheduled Activities on AgentDesk
Scheduler - API to schedule an activity
Planned Epics/Stories
Planned Issues for this Release
Issues planned for this release.
Issues Opened in this release
This is the list of issues opened during the QA cycle.