CX Release Notes

Deployment Guide

CX5.4.0 → CX5.5.0 Upgrade Guide

AI-Powered Evaluation for Quality Management

Introduces AI-driven conversation evaluation within the Quality Management module. The AI automatically assesses agent interactions against configured scoring criteria in full-automation or hybrid mode, delivering consistent evaluations across 100% of interactions. Supported languages are English and Arabic.

Deliver Real-Time Knowledge and Answer Suggestions for Agents

A new in-conversation suggestions panel surfaces relevant knowledge base articles and recommends responses automatically as the customer interaction progresses. Agents can send a suggestion directly or edit it before responding, and can request additional suggestions on demand. The panel draws from connected sources including Confluence, OneDrive, and Google Drive.

Generate Automated Conversation Summaries

Automatically generates a concise summary of each conversation at the close of the interaction. Agents return to their queue faster with less wrap-up work, and supervisors gain instant, consistent records of every customer touchpoint.

Display Real-Time Customer Sentiment on AgentDesk

AgentDesk now displays the customer's detected sentiments: Positive, Negative, or Neutral, alongside the AI-generated conversation summary. Agents gain immediate awareness of the customer's emotional state during the interaction, helping them adapt their approach and prioritise responses accordingly.

Refine Agent Messages with AI Before Sending

Agents now use a built-in AI refinement tool to improve their typed messages before sending them to customers. Clicking the refine button generates an enhanced version with corrected spelling, improved grammar, better sentence structure, and proper punctuation. Agents can accept the suggestion or discard it and keep their original. Supports English and Roman Urdu.

Enforce Regional Calling-Hours Compliance

Campaign managers running outbound programmes across multiple regions can now rely on the platform to automatically enforce jurisdiction-specific calling hours, covering TCPA, FTSA, CRTC, and provincial regulations. Contacts outside the permitted calling window are automatically rescheduled, with every decision logged for compliance audit purposes.

Enable API-Based Updates to Tenant Identity and Access Configurations

Administrators now use a dedicated API to update tenant identity and access settings, eliminating the need for direct database changes. This reduces operational risk and enables automated configuration workflows.

Ensure Message Delivery for Channel Connectors During System Downtime

The YouTube and Twitter channel connectors now persist incoming messages and events during system downtime. When the system is restored, all messages received during the outage are automatically processed and delivered, ensuring no customer interactions are missed.

SMPP Connector Failure

Issue: In certain multi-tenant deployments, the SMPP connector failed to process incoming SMS messages because the tenant identifier was not correctly resolved, causing messages to be silently dropped and interrupting SMS-to-agent routing.

Resolution: The connector now correctly identifies the tenant context for all incoming SMPP messages, restoring reliable delivery of SMS conversations to agents.

Agent Details Dashboard Displaying Null Values During Startup

Issue: The Agent Details Dashboard failed to load correctly when the real-time reporting engine had not fully started, when agents were logged in before the service initialised, or when an active agent disconnected by closing their browser during startup, causing the dashboard to display null values.

Resolution: The startup sequence has been corrected so that agent profile data is fully available before the dashboard renders, eliminating null values regardless of agent login or disconnect timing.