CX Release Notes 5.13.0

Deployment Guide

CX5.12.0 → CX5.13.0

Enhance Quality Management Reviews and Evaluations

Extends Quality Management at each stage of the review process. Review schedules can limit how many conversations they select, and agents appear by name alongside their usernames throughout. On the Review Screen, each review has a short Review ID, and users can filter by Review ID or evaluation date. They can open a review to read the conversation before starting the evaluation, and export the filtered list to CSV. During the evaluation, reviewers can mark a question as Not Applicable when it did not apply to the interaction, so it is left out of the score instead of counting as zero.

Quality teams find and prioritise reviews faster, score agents only on criteria that apply, and take review data into other tools for reporting.

Notify Agents When Their Evaluation Is Completed

Sends agents a notification in AgentDesk when an evaluation of one of their conversations is completed, and opens that conversation when they click it. In Individual notification mode, agents whose score falls below the configured threshold receive a low-score notification. In Bulk mode, agents are notified only of evaluations that meet the threshold.

Agents see their results as soon as evaluations are completed and can go straight to the conversation to review what was assessed.

Upload Contacts directly into a Campaign

Adds contacts uploaded from a campaign to that campaign's contact list, while also saving them as customer profiles as in a standard bulk upload. The customer filter for a campaign is now set in the campaign configuration in Unified Admin instead of in the flow's Init node.

Campaign managers can load a contact list into a campaign in one step and manage who the campaign targets alongside its other settings, without editing the campaign flow.

Add Scheduled Cleanup to the CX Data Platform

Adds a scheduled job that removes the Data Platform's old processing history after a configurable retention period, so its internal database stays within its allocated storage as reports run and contact files are uploaded.

Reporting stays available on deployments with heavy upload activity or long uptime, where the database could previously fill up and stop reports without warning. Existing deployments run a one-time step after upgrading to reclaim storage already used.

Fix Campaign Dialing Stopping on Contacts with Commas in Text Fields

Issue: Contacts uploaded from a CSV file with a comma inside a text field, such as an employer name or address, were stored in a format the system could not read. When the dialer reached these contacts, the batch stopped, and the campaign paused dialing.

Resolution: Uploads now keep such values as a single text entry. If a stored contact still cannot be read, the dialer marks it as unresolved and continues with the rest of the batch.

Fix Missing Questions in the Form Detail Report for multi-section Forms

Issue: For evaluations made with a form that has more than one section, the Form Detail Report showed only some of the questions.

Resolution: The Form Detail Report now shows every question from every section of the form.

Fix Agent Names Not Matching in the Review Screen Agent Filter

Issue: The first and last names in the Agent filter on the Review Screen did not match the names shown in the reviews, so filtering by agent name did not return the expected results.

Resolution: The Agent filter now uses the same agent names as the review list, and filtering by name returns the matching reviews.