CX Release Notes 4.5.2

CX 4.5.2

Functionality:QA PASSED , Performance: QA FAILED

16 Sep 2024

• Consult, Consult Transfer

• Security Enhancements

• Performance Improvements

• Agent Experience Improvements

• Supervisor Experience Improvements

• Administrator Experience Improvements

• Reporting Enhancements

Upgrade guide from 4.5.1 to 4.5.2

Enables the agent to consult an ongoing conversation either on queue or with another agent.

Enables an agent to transfer an ongoing conversation to the consulted agent.

Enabled Authentication on MongoDB, Redis, ActiveMQ and Postgres. All client applications now need valid credentials to establish the connection with these components.

Enables TLS encryption on MongoDB, Redis and Postgres to secure data in transit. All client applications now need valid certificate to establish the connection with these components.

Introducing Conversation Monitor as a new component to handle all the timer implementations, such as Agent SLA and Customer Inactivity (Customer SLA ). See details CIM-14005

All timer implementations are now removed from the Customer Channel Manager and Conversation Manager.

Before 4.5.2, agent/customer messages were being sent to the Controller.

As part of controller performance improvement, this is now being handled by the new component of Conversation Monitor. For details, see CIM-14600

With this implementation, customer’s inactivity time starts if the agent sends a message and the customer does not reply within the configured inactivity time.

This implementation ensures all outbound cached messages to be removed for a particular conversation.

If any event or activity is received on a conversation that has already been closed, it is pushed to the DB directly using the Third-party activities API. See the details CIM-13803

Enables agents to translate UI of the Agent Desk in Arabic and Bulgarian.

Provides an option to agents to view full post on Facebook Social Media in a separate browser tab/window on the Agent Desk.

Enables agents to be guided on spelling & grammar checks while composing a message to the customer to avoid any grammatical mistakes. This requires the Grammarly extension to be installed on the agent browser.

Enables agents to see a success message notification upon successfully adding of wrap-ups.

In addition to silent monitoring of chat conversations, supervisors can now also monitor ongoing voice calls.

Enables a supervisor to view all active conversations but 'on hold' on the “Ongoing Conversations” Dashboard

In addition to saving filters on the Agent Desk detailed dashboards, supervisors can now also save filters for the summary dashboard as well

The side menu ordering is changed a bit in Unified Admin interface for a better user experience

Enables administrators to optionally set a minimum and maximum value of Estimated Wait Time per queue.

Displays the15 minutes interval summary of agent's key performance indicators to evaluate agent performance per day.

Is designed to extract, transform, and load data related to hold/resume feature.
Provides the necessary data in reporting databases(MYSQL and MSSQL) for reporting purposes based on the hold/resume functionality.