_CX Release Notes 4.5.4

• Remove timers from conversation controller

  • Introduce customer inactivity timer threashold

  • Agent Manager (Wrap up, Agent Response SLA)

  • CCM (Customer Response SLA)

  • Discuss the possibility of having separate service for managing the  SLA

  • Controller should only process conversation events without any state. No BOT/AGENT/CUSTOMER 

  • Enable/Limit Controller to process only Control events. All the data/message events will not be processed for Conversation Control. Impact: Traffic on Controller will be reduced to around 20%

  • Change conversation/session state on Bot/Agent left

• Show voice activities in real-time

Conversation Studio integration

• .jira-issue { padding: 0 0 0 2px; line-height: 20px; } .jira-issue img { padding-right: 5px; } .jira-issue .aui-lozenge { line-height: 18px; vertical-align: top; } .jira-issue .icon { background-position: left center; background-repeat: no-repeat; display: inline-block; font-size: 0; max-height: 16px; text-align: left; text-indent: -9999em; vertical-align: text-bottom; } CIM-12012