CX Release Notes

CX 4.6

QA PASSED

08 Nov 2024

18 Nov 2024

• Forms Revamp

• CX Surveys

• Outbound Campaigns

• Performance Improvements (Return/Repeat Customer Identification API)

• Reporting Enhancements

Upgrade Guide CX4.5.7-CX4.6

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.

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 Expertflow 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 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.

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.

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.

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

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-26673

Support of Feature Flag is given for this feature. This feature can be enabled/disabled if and when required.

Description

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

Provides the details of the Multichannel sessions in a conversation.

Displays the summary of all the agents' reasons for not being ready.