CX Release Notes

Release Name	CX 4.6
Status	QA PASSED
Release-Ready Date	08 Nov 2024
Release Announcement Date	18 Nov 2024
Release Summary	Forms Revamp CX Surveys Outbound Campaigns Performance Improvements (Return/Repeat Customer Identification API) Reporting Enhancements
Upgrade Guide	Upgrade Guide CX4.5.7-CX4.6

See CX Release History for previous releases

New in CX 4.6

The following new features have been added to this release.

Features	Description
Forms	Enables the business administrators to create, manage, and utilize multiple forms introducing new question types, sections, weightage, and form type categorization to enhance the user experience and data collection capabilities.
CX Surveys	Conduct surveys through any Customer Channel (voice, chat, Web, Email) after a Conversation with an actor (agent, chat, or voice bot). As a Conversation Designer, you can use CX Conversation Studio with prebuilt survey nodes. You may also extend and customize the interaction flow with 3rd party integration that best suits your interaction management requirements. CX Survey Reports provide detailed insights based on surveys.
CX Campaigns	CX Campaigns is a solution for outbound contact centers to run campaigns across various channels (digital and voice) via Expertflow Contact Center or third-party outbound dialers such as Cisco.
Pre-conversation Form-Revamped	A new pre-conversation form in the customer widget has been introduced where the validation patterns have been added to each field. See Customer Widget Admin Guide for details.
Segregation of Facebook Direct Message and Social Media	This feature segregates Facebook Direct and Social media messages within the CIM Messages header. This change has been done to identify in controller scripting whether the message from Facebook channel is of the type DM (direct message) or a social media comment.

Performance Improvements

Features

Description

Enable Health APIs

The health APIs are added to core Java components as per CIM-15812 and updated timers-sdk in CCM. See more details CIM-26533

Return/Repeat Customer Identification API

A new API has been introduced to fetch the data of the last conversation of a customer based on different parameters. The client can provide the following parameters while calling this API:

Customer ID (Mandatory)
lookBackPeriodInHours (In hours): This is the time duration during which the system will search for the last conversation. The minimum value can be 1 hour while the maximum can be 24 hours. This is not mandatory, so if no value is given while calling the API, the system will, by default, search for the last conversation within the past 24 hours.
Channel Type: This specifies to search for the last conversation on a specific channel e.g., Facebook or WhatsApp. If not provided, by default the system will look for any channel.
Queue Name: To search for a conversation that has landed on a specific queue. This is also optional.
Direction: To search for a conversation of a specific direction (inbound or outbound). This is also optional.

For details, see CIM-2667

Feature Flag

Features	Description
Multi-Queue Priority	Support of Feature Flag is given for this feature. This feature can be enabled/disabled if and when required.

Reporting Enhancements

Answered Chat in Time Intervals	Show all conversation tasks handled/answered by the agent on queue in different time intervals segregated by 15-minute intervals.
Features	Description
Additional field implementation in Existing Standard reports	Enhanced following reports by adding more fields Queue Wise Stats Summary Report Queue Stats Today Report Agent Productivity By Queue Conversation Detail Report Agent Task Detail Report
Multichannel Session Detail Report	Provides the details of the Multichannel sessions in a conversation.
Agent Not Ready Detail Report	Displays the details of all the not-ready reasons of the agents.
Agent Not Ready Summary Report	Displays the summary of all the agents' reasons for not being ready.

Release Limitations

One Survey can be submitted multiple times by the same customer
Survey reports will not work properly if there is a change in the survey form’s sections, questions, question option, and form type
The total surveys offered in the PCS report may sometimes be inaccurate. As a workaround, this number can be verified in the Surveys List under Total Recipients
Campaigns Limitations
Outbound Call records during the Hold in VRS.
For Agent consult call, hold time is not being calculated.
A consolidated recording is saved for the agent and the customer before and after the consult call

Release Test Highlights

Tested Features

Multi-Session Detail Report
Answered Chat in Time Intervals Report
Agent Not Ready Detail Report
Agent Not Ready Summary Report
Agent Task Detail Report Enhancement
Queue-wise Stats Summary Report Enhancement
Queue Stats Today Report Enhancement
Agent Productivity By Queue Enhancement
Conversation Detail Report Enhancement
Repeated Customer Identification API
Surveys
Campaigns
Forms
Silent Monitoring
Call and Hold Time for Multi-leg calls in VRS
Health API
Form Data as an Activity

Planned Epics

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Planned Features

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Planned Bugs

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Issues Opened in this release

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