CX Release Notes
Release Name | CX 4.5.1 |
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Status | Functionality: QA PASSED, Performance: QA FAILED |
Release Date |
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Release Summary |
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Upgrade Guide | Upgrade Guide from 4.5 to 4.5.1 |
What is New in CX4.5.1
The following new features have been added to this release.
Features | Description |
|---|---|
Enables authorized Agent Desk users to view and play the recording links in a conversation | |
Enables agents to send preconfigured canned messages, organized into customizable categories. |
Improvements in CX4.5.1
The following features are enhanced in this release
Agent Experience Improvements
Allows agents to place a request on the queue even if no agent is available in the queue. | |
Supports advanced cases for manual outbound for CCX by providing additional call controls of Consult Call, Consult Transfer, and Consult Conference. | |
Provides an option for agents to minimize, hide, display, or fix the CTI toolbar in the Conversation view to improve the overall call-handling experience and facilitates agents to perform any activity during active calls. | |
The UCCE Integration supports both non-SSO and SSO agents. | |
Integration is available on the Agent Desk for the agents to send DTMF signals during active calls. | |
The Summary Dashboard is set as a homepage upon login as an agent. |
Supervisor Experience Improvements
Enables Supervisors to view multiple agents in the same conversation on the Ongoing Conversation Detail Dashboard. | |
Enables Supervisors to manage long-idle agents by changing their states on the Active Agents Detail Dashboard. | |
The Summary Dashboard is set as a homepage upon login as a supervisor. |
Reporting Enhancements
Computing the conversation dispositions in a better way by adding possible task state and reason code fields in the conversation table. | |
ETL Jobs Improvements | The Reporting Connector can now extract data in batches. This optimization would improve processing efficiency by breaking down data extraction into manageable batches, resulting in faster execution and reduced resource utilization. |
Performance Improvements
This release includes all the performance improvements done in CX4.4.x until CX4.4.8. See past releases for all the improvements done in CX4.4.x.
Features | Description |
|---|---|
AMQ Max Connections limit configuration | A deployment configuration AMQ Max Connections is added to ActiveMQ. By default, ActiveMQ (AMQ) allows up to 1000 client connections. This configuration would ensure that connections are not exhausted. Some of the Stomp based AMQ clients do not release an AMQ connection timely. |
Tested with
This release has been tested with these environments and tools.
CX 4.5.1 Release Limitations
Release Limitations
There are slowness issues and not recommended for more than 25 agents and 100 concurrent chats
Outbound has not been functioning on the Supervisor Dashboard.
Release Test Highlights
Tested Features
View and Play Recording Links
Queue Transfer
Advanced cases for manual outbound
Historical Reports have only been tested with MySQL.
Conversation Disposition
Task Media State
Un-Tested Features
Batch data processing in reporting connector
Historical reports are not tested with MSSQL.