CX Release Notes
Release Name | CX4.8 |
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Status | QA PASSED |
Release Ready Date |
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Release Date |
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Release Summary |
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Upgrade Guide | Upgrade Guide CX4.7-CX4.8 |
New in CX4.8
The following are the planned features and improvements for this release.
Features | Description |
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Is designed to help contact centers monitor, evaluate, and enhance human agent performance. Quality Managers can create and assign evaluation jobs to Evaluators. The solution provides a number of different reports ranging from review volume, teams comparison, individual team/ agent performance over time and Evaluators' calibration. | |
This feature enables business administrators to define working hours, holidays, and out-of-office events. Businesses can create multiple calendars tailored to different sites, channels, or specific operational needs. Additionally, contact centers can display active working hours to customers interacting through the customer widget, ensuring clear communication of availability. This feature replaces the older EF Business Calendars module in SupervisorTools. | |
Store FormData as ConversationData | Previously ConversationData consisted of dynamic key-value pairs used by agents or third-party applications to manage information for an active conversation. This document outlines the changes to the ConversationData, focusing on supporting various data types and enabling FormData as a ConversationData element. It also explains the new capabilities for handling typed values and ensuring that changes are reflected as activities. As per this change, all the existing data of ConversationData will be converted to New Format as mentioned below, with the default type as STRING. |
3rd-party Support in Recording Middleware | Enables the middleware component to support Eleveo Recording Solution. This allows for Eleveo Recordings to be pushed to CX and be associated with their call activities. |
Agent Experience Improvements
Features | Description |
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Enables agents to access essential recording controls, such as seeking and navigating within recordings. | |
This allows agents to initiate consult calls, consult transfers, and direct transfers to external numbers outside the CX environment. Agents can now connect with third-party contacts, such as external vendors, specialists, or helplines, to assist customers with a better experience. | |
Customizable text on the Customer Widget for static UI elements | The customer widget supports fully customizable text for its static UI elements such as labels, buttons, greeting messages, error messages, and notifications. |
Error Message handling on the Agent Desk | The error messages while logging in on the Agent Desk were changed a bit. See the details in this guide to identify the response for each error and the appropriate steps to resolve it. |
Agent Desk Support for Complex Passwords for CX Voice Extensions | Enables Agent Desk to read complex passwords for CX Voice extensions within configurations. Before this, the application did not permit the use of alphanumeric or special characters in passwords, and it malfunctioned upon such use. |
This feature allows the creation of filters within CX Customers to generate more, customized customer lists for specific purposes. These filters may later be accessed from anywhere to get customized lists for use cases such as precise contact segmentation to run targeted campaigns. The more precise customer lists can be generated using AND/OR operators while generating the customized filters. | |
Allows an agent to logout only in a NOT_READY state. |
API Enhancements
Features | Description |
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This API provides the capability to push voice activities from external systems not integrated with EFCX. Using this, all voice activities of a customer can be recorded inside EFCX to keep track of customer interaction and to perform any after-call operation e.g., quality management from within the EFCX solution. The API also supports Wrap-up events as part of these activities. | |
API to fetch multiple conversations based on a list of conversation IDs. | This is an API to fetch multiple conversations based on a list of conversation IDs. This API accepts input from a list of conversation IDs and returns the details of all conversations corresponding to the provided IDs. |
API to fetch multiple conversations based on a list of activity IDs. | Provides an API to fetch multiple activities based on a list of activity IDs. This API accepts input from a list of activity IDs and returns all activities corresponding to the provided IDs. |
API endpoint that returns the start time of a conversation by conversation ID. This endpoint will be used for grouping conversations at the Agent Desk. | |
Liveness and Readiness APIs | For performance improvement, implement readiness and liveness APIs in the following components |
Compatible with
This release has been tested with environments and tools.
Release Test Highlights
Tested Features
Vulnerability scanning was performed using Trivy Version 2. A complete vulnerability report is attached for details.