What’s New in Cisco Customer Journey Platform (R10)- Webex
To get up to speed on the latest developments in Cisco Webex Contact Center,
Find out what’s new in Cisco Webex Contact Center 1.0 by looking at the following:
What’s New
03 March 2021
Effortless Upgrade Path for Customers Moving from the Cisco Customer Journey Platform (R10) to the Webex Contact Center
Customers that are already using Cisco Customer Journey Platform (R10) will be able to upgrade to Webex Contact Center thanks to this capability. Customers that sign up for this product will gain access to a migration workspace once it is made available to them. The following essential skills can be found in this workspace:
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Tenant Configurations: Customers have the ability to extract administrative configuration data from their legacy tenant and convert it to a format that can be used to rapidly construct the same configurations in Webex Contact Center. This saves customers time and ensures that their configurations are consistent.
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Historical Data: Customers will be able to query analyzer data that was created on their legacy platform once they have completed their migration to Webex Contact Center and their legacy tenants have been decommissioned.
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Call Recordings:After clients have completely migrated to Webex Contact Center and their legacy tenants have been deactivated, customers are able to query and download call recordings that were made in their legacy platform. These call recordings may be found in the customers’ legacy tenants.
20 June 2021
Agent Desktop Enhancement
Support for Google Chrome: Google Chrome versions 88.0.4324 and higher are supported on the Agent Desktop. Because Chrome now monitors and controls how much memory an application uses, it will no longer cause the agents to become disconnected.
August 2020
“Do not share PII” Banner on the Screen for Configuring Email Templates”
By selecting the “Create Process Article” option from the menu on the Management Portal, administrators are able to design email templates that may be used by their organization’s agents. A new banner with the warning message “Do not share PII, Financial, or Health information in the email content or attachments” is displayed on the screen that is used to configure email templates.
July 2020
Stereo Recording
Within a single recording file, the Stereo Recording function now offers the ability to record both the caller’s and the receiver’s audio streams independently on their own audio channels. Voice analytics are now possible, whereas they were previously impossible in mono files since the audio is combined into a single stream in those files.
May 2020
Pause and Resume Feature
During the course of a call, an agent is able to use the Agent Desktop to initiate the Pause and Resume recording events. The customer activity record (also known as the CAR) is where the events are recorded and kept. Providers of WFO and WFM have access to the CAR through the use of an API. The Privacy Shield function will automatically resume recording in the event that there is a delay that is longer than the time lapse that is permitted before recording may be resumed.
Resolved Issues
Issues that Arose with the Customer Journey Platform Have Been Fixed R10-11222019-1
|
Issue Number |
Description |
|---|---|
|
CSCvr58653 |
All of the ContactsInQ are hidden away in the MM QMonitor interface. |
|
CSCvr86648 |
In the event that an email does not include a subject header, the email will not be polled. |
Resolved Issues for Customer Journey Platform R10-11212019-2
|
Issue Number |
Description |
|---|---|
|
CSCvr64907 |
It is not possible to generate reports for the agents who were moved from R9 to R10 at this time. |
|
CSCvr64945 |
Logged in agents although it was seen on JACG, it was not seen on TAM |
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CSCvr64617 |
One of the jACG instances (jACG [10.0.0.813]) got into a terrible state, which made it impossible for agents to log in. |
|
CSCvr64598 |
jACG log level modification does not involve service restart. |
Resolved Issues for Customer Journey Platform R10-11212019-1
|
Issue Number |
Description |
|---|---|
|
CSCvr96219 |
Unfortunately, the Skill Profile Report for the R10 tenant OceanX cannot be downloaded via the Tenant Management Portal. |
|
CSCvr92052 |
There have been problems with the uploading of DN in bulk to the EP via the R10 tenant OceanX’s Tenant Management Portal. |
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CSCvr59785 |
After the Kafka and Portal upgrade, the Routing report cannot be downloaded from the dashboard. |
|
CSCvr59620 |
Any adjustments to the time zone are not reflected in the Routing Strategies at the Tenant Level. |
|
CSCvs11310 |
The Legacy Customer Dashboard does not contain any of the historical data for the agents who made the transition from R9 to R10. |
Resolved Issues for Customer Journey Platform R10-11082019-1
|
Issue Number |
Description |
|---|---|
|
CSCvr78799 |
There are some Agents that are lacking from the Realtime time analyser reports. |
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CSCvr81129 |
A significant number of TemporalAggregationOrchestrator faults occurred during production, with nearly 5 occurring every second. |