This document contains the release summary of Supervisor Tools version 12.3.
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Change History
| Release | Change | Date |
|---|---|---|
12.3 | Major release with
| February 20, 2019 |
| 12.2 | Major release for CCE customers with
| Jan 15, 2019 |
| 12.0 | Major release with
microservice-based
| November 05th, 2018 |
| 11.1.18 | Minor release with
| November 24, 2017 |
| 11.1.17 | Minor release with
| September 26, 2017 |
| 11.1.16 | Minor release with
| August 28, 2017 |
| 11.1.15 | Minor release with ECM compatibility with | July 17, 2017 |
| 11.1.14 | Major release with:
| June 23, 2017 |
| 11.1.13 | Major release with:
| May 1, 2017 |
| 11.1.11 | Major release with:
virtualized/ shared
| January 25, 2016 |
| 11.0.1608 | Initial release document for release 11.0. | August 24, 2016 |
Enhancements/Updated Features
Supervisor Tools Finesse Gadget
The new Finesse gadget for Cisco Contact Center Express supervisors is also available which allows supervisors to manage agent teams, queues, and agent skills from within the Supervisor Finesse desktop. The web-based admin application also continues to serve for the system administrators to manage the restricted access for the supervisors. SSO with Finesse
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| Issue | Summary | Alternative |
|---|---|---|
Do not Press F5 or Ctrl+F5 on
| We recommend not to press F5/CTRL+F5 to refresh the | Marked for next release |
No translation of months names in the calendar view | The month names are not translated in the calendar view in Announcements and Calendars | Marked for next release |
| Update error message | While creating an item in the application, the name should contain more than three characters. If the user tries to modify an item, with less than three characters in the name (created from CCX administration), the application throws an error. | Marked for next release |
| Skill level cannot beeditededitedSkilllevel cannotbe editedcannotbeeditededitedSkilllevelcannotbeedited | The skill level of a skill added into aCSQ cannotbe modifiedintoaCSQcannotbe modified | Marked for future release |
Prompts having spaces within their names cannotbe downloadednamescannotbedownloaded | If you upload a prompt through UCCX which has spaces in its name, the applicationwould not be able todownload the theapplicationwouldnot be abletodownloadthe prompt. So always make sure that the prompts do not have spaces in their names. | Marked for next release |
Important Notes/ Limitations
| Summary | Related Feature/ Screen |
|---|---|
The name of an item should not contain special characters or spaces while creating via Supervisor Tools app. If the user creates any such items in CCX, they cannot be modified later from the EF application. | All lists |
Only the UI elements including list names, titles and field names are translated. No data that will go into the database or sent to UCCX will be translated. | All Application/Language |
Once a language is selected from the language selection menu, user needs to press F5 to apply the translation | All Application/Language |
API responses are also shown in English | API response |
When a user updates the shift schedule, the changes do not reflect on the calendar immediately. The user has to navigate to some other page and come to the page to see the updates. | Business Calendar |
A supervisor having no workspace is not be able to log on to the application unless he is assigned a workspace by the administrator | User Management |
Only the following pre-defined roles are supported for UCCX deployments.:
In addition to these roles, user-defined roles can also be created as well | User Management |
Currently, every user who has CCX capability “supervisor” assigned along with “agent” is considered being a user of Supervisor Tools. Users of following capabilities (or combination of capabilities) are supported:
| User Management |
In addition to the UCCX Synced Supervisors, local users can now also be created. | User Management |
On the first time deployment, each user synced from CCX will by default have the “Supervisor” role in Supervisor Tools. Note that the role changes in Supervisor do not map with user capabilities in CCX and are internal to Supervisor Tools application | User Management |
The permission to upload the agent picture is now merged with the “All Agent List” permission. So, a user will be able to upload the agent picture only if he is assigned the “All Agents” permission. | User Management |
When a user logs in, he has list read permissions on all the lists, but he can perform actions on those lists whose permission is assigned to him. | User Management |
A supervisor, by default, has access to the following screens:
| User Management |
A Junior Supervisor has access to the following screens:
| User Management |
An Admin has the access to all the above along with:
| User Management |
Whenever a new user is added in CUCM, the “User list” needs to be refreshed to see the newly added user | User Management |
We do not recommend changing the id of an agent in CUCM | User Management |
If an agent name is edited from CUCM, it will take time to synchronize with CCX. However, you might need to re-login to see the changes in the User list | User Management |
In the Agent list, an administrator will be able to see all agents (supervisors, administrators) in the system. However, for a supervisor, he’ll only see a list of agents who belong to his team | Agent Management |
While uploading profile pictures, please note that only JPEG images are supported | Agent Management |
At the moment, “agent alias” is not shown as part of the agent profile | Agent Management |
Whenever a new agent is added in CUCM, the Agent list needs to be refreshed to see the newly added agent | Agent Management |
Resource-based queues are represented in “green” color while skill-based queues are shown in “blue” color | CSQ Management |
Spaces are not allowed in queue names | CSQ Management |
For a resource-based queue, all the agents within the mapped resource group will appear as part of the queue. However, to see all the agents within a queue, you may need to refresh the page | CSQ Management |
The agents added within a resource-based queue automatically become a part of the mapped resource group | CSQ Management |
You can also manually add agents to the queue who are not part of any other resource group | CSQ Management |
Please note that changes to the order of agents within a queue, do not reflect either made from CCX or from Supervisor Tools | CSQ Management |
At the moment, you cannot upload zip files of prompts. However, you can upload files in bulk. To upload prompts in bulk, hold the CTRL button while selecting the prompts | Prompts Management |
Note that you cannot upload a prompt file on the root folder | Prompts Management |
Spaces in folder names and prompt names are neither allowed nor recommended since CCX APIs do not allow to add spaces in the names of the objects | Prompts Management |
The application doesn’t allow to upload an already uploaded audio prompt | Prompts Management |
The application always shows “Administrator” as the name of the owner who uploaded the prompt. This is because all prompts are uploaded to CCX using admin credentials so, the name of the owner remains “Administrator” | Prompts Management |
An admin can optionally attach a workspace to an easy announcement | Easy Announcements |
If an admin creates an easy announcement without selecting a workspace, that announcement will remain private to users having administrator role and would not be accessible for other supervisors. So supervisors would not be able to make any changes to the announcement | Easy Announcements |
While creating an announcement, if there is a mismatch between the service DN and the workspace selection, the supervisor of the workspace will be able to access and make changes to the announcement. However, since the DN attached to the announcement is not a part of the supervisor’s workspace, the supervisor will not be able to see the attached DN. For this reason, the supervisor will see a warning, “Limited access! Add one of the service DN’s of your workspace in order to make changes to this announcement” | Easy Announcements |
If a recurrent announcement is deleted, the application will automatically delete all instances of the announcement | Easy Announcements |
A supervisor with no workspace assigned can see all easy announcements | Easy Announcements |
If a script which is already attached to an application is renamed, UCCX won’t recognize it and so attach the script manually again, with the application. For this reason, it is recommended that a script being used with an application should not be renamed | Script Management |
You cannot upload a ZIP file of scripts and prompts. However, you can bulk upload the files | Script Management |
Spaces in folder names are not allowed because CCX APIs do not allow to add spaces in the name | Script Management |
You cannot download a script from Supervisor Tools interface | Script Management |
If an application is created and it is assigned some script then it cannot be changed. Its variable values can be updated | Application Management |
A script variable if deleted from scripts list interface should be manually set to NULL or no prompt in the CCX application to get it removed | Applications Management |
Spaces in application names are not allowed | Applications Management |
You cannot upload the default script in a CCX application from Supervisor Tools | Applications Management |
Make sure that the script attached to the application is valid. Supervisor Tools cannot detect if the script attached is invalid | Applications Management |
Being a supervisor while changing the script prompts, the supervisor would only see the prompts of his own workspace. However, if the admin did not specify any prompt folder while creating this workspace, the supervisor would be able to see all prompts | Applications Management |
If an admin makes changes to a workspace, i.e. adding/ removing a supervisor to/from a team, the changes will take effect on next login for that supervisor. | Workspace Management |
If an admin does not associate any applications, service DN’s to a workspace, the supervisor(s) of the workspace will not be able to see/access any applications and service DN’s. However, if the admin does not specify any prompts and scripts folders, the supervisor will have default permissions to all prompts and scripts | Workspace Management |
If a region is being used with an easy announcement, you cannot delete the region | Calendar Settings |
Spaces and special characters (except underscores) are not allowed in the name of agent groups, skills, and regions | Calendar Settings |
The application is now highly available | Redundancy Support |
Full UCCX failover is supported | UCCX failover support |