CX Release Notes
Release Name | CX 4.5.3 |
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Status | Functionality:QA PASSED , Performance: QA FAILED |
Release ready Date |
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Release Date |
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Release Summary |
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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 |
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This allows opening any third-party application within the Agent Desk while actively handling an ongoing customer conversation. | |
Introduces a revised experience of generating a manual outbound contact with a customer. | |
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 |
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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. | |
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 |
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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. | |
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 |
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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
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