Release Notes

Release Limitations

• Selected Wrap-up will not be reflected in the chat or call activity.

• Activity is being created for No match case.

• An activity will created in the CRM for a non-engaged conversation.

• Multiple activities get created when page is refreshed during incoming chat.

• The screen pop-up does not reflect the active chat correctly when an agent is handling multiple chats.

• Activity is not created automatically when a call is initiated via the Click-to-Dial feature.

• If the agent manually logs the activity during an active Click-to-Dial call, the end time and call duration recorded are inaccurate.

• In the case of a manual outbound call initiated by an Agent, the activity log does not capture key attributes like End Date, End Time, and Call Duration.

• Click to chat is not available for this release.

• CX-Voice limitations are here.

Important Notes

• An activity is created immediately when a chat/call lands on the agent.

• An activity will be created for Agent B as well in the CRM for the consult chat.

• Three separate activities will be created in Consult Transfer case of voice.(One for Agent A and Two for Agent B).

• Do not login to the same agent on different browsers or different machines.

• Administrative access to server machines is required to install Microsoft Dynamics EFCX Connector.

• Admin access for MS Dynamics CRM is required to make CRM side configurations.

Tested with:

• EFCX Agent Desk 4.8

• CX Voice

• WebChat

• SAP CRM (Version 2)

Not Tested with:

• Supervisor Controls.

• High Availability (HA).