Skip to main content
Skip table of contents

CX Release Notes


Release Name

CX 4.5.3

Status

Functionality:QA PASSED , Performance: QA FAILED

Release ready Date

Release Date

Release Summary

  • Multi-Queue Priority Implementation

  • Interruptible and Non-Interruptible MRDs

  • Last Agent Routing Revamp

  • Agent Hand Raise

  • Embed a WebApp in the Agent Desk

  • Agent Experience Improvements

  • Reporting Enhancements

Upgrade Guide

Upgrade Guide from 4.5.2 to 4.5.3

New in CX 4.5.3

Following are the planned improvements and fixes

Features

Description

Embed a Webapp in Agent Desk

This allows opening any third-party application within the Agent Desk while actively handling an ongoing customer conversation.

Manual Outbound

Introduces a revised experience of generating a manual outbound contact with a customer.

Agent Hand Raise

Enables agents to raise a hand and ask for assistance from a supervisor. Any of the team supervisor(s) can accept the hand-raise request.

Routing Enhancements

Features

Description

Multi-Queue Priority

This implementation allows the system to define priority for each queue (1-10 with 10 being the highest). The system routes high-priority tasks to the agents first before routing them to other queues.

In cases where multiple queues have the same priority, the system considers an individual task’s priority and longest waiting time respectively.

Interruptible and Non-Interruptible MRDs

This configuration allows an administrator to define whether a chat MRD should be interrupted if there is a voice call and vice versa.

Route Re-initiated Conversation on Priority (Revised Experience)

Enables the system to re-route the customer’s conversation on priority via an API to get the customer's last conversation by customer ID.

Secure Logging

  • Masks logs and makes logging patterns configurable in core components

  • Masks data of PII-attributes in logs and makes masking patterns configurable

  • Adds support to change log levels at runtime in all node components

Reporting Enhancements

Features

Description

Conversation Detail Report

Introduces two additional columns that display the calling number in case of inbound calls and the called number in case of outbound calls in the report.

ETL Development

Introduces customer channel identifier in the channel_session table to incorporate the channel data for external and internal routing modes.

Agent Experience Improvements

Features

Description

Responsive Font Size

Provides responsive font sizes, based on the screen size of the Agent Desk

Display First Name and Last Name

This implementation displays the Agent’s first and last name on the message header in the customer widget (instead of showing the agent’s username). See more details CIM-15567

Display the Agent’s first name in the in-conversation Notifications

Displays the agent's first name (if it exists) in the in-conversation notifications (joining/leaving notifications) to the customer

Back to Conversation View

This allows agents to go back to the conversation view from any other page by clicking a button (instead of navigating through the main menu). See more details CIM-15056

CX 4.5.3 Release Limitations

Expand to view limitations

Release Limitations

  • Performance may not meet expected standards and is not recommended for load scenarios

Release Test Highlights

Tested Features

  • Agent Hand raise

  • Multi-queue Priority

  • Embed a Webapp in Agent Desk

  • Agent Experience Improvements

  • Conversation Detail Report (Verified calling and called number fields)

  • ETL Development(customer channel identifier in the channel session table)

  • Interruptible and Non-Interruptible MRDs

  • Upgrade Guide

Un-Tested Features

  • Secure Logging

  • Manual Outbound

Planned Epics

Expand to view epics

Data cannot be retrieved due to an unexpected error.

View these issues in Jira

Planned Features and Stories

Expand to view features and stories

Data cannot be retrieved due to an unexpected error.

View these issues in Jira

Planned Bugs

Expand to view bugs planned for this release

Data cannot be retrieved due to an unexpected error.

View these issues in Jira

Issues Opened in this release

Expand to view issues opened in this release

Data cannot be retrieved due to an unexpected error.

View these issues in Jira

JavaScript errors detected

Please note, these errors can depend on your browser setup.

If this problem persists, please contact our support.