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Excerpt

This release comes with the option of multiple some additional SLA formulas as provided by Cisco as a standard. 


New Features


New SLA formulas

In this release, the application provides two more options to calculate the SLA. The client can set the desired option in the Environment Variables to change the formula calculation method. The two more options are: 
 Ignore abandoned calls:

  • With No Abandoned Calls  (Calls answered met SL / (Number of calls presented - Number of calls abandoned met SL)) * 100

...

  • With Abandoned Calls Counted Positively ((Calls answered met SL + Calls abandoned met SL)/Calls presented)) * 100

 The The option selected here is used to calculate the value of the SLA attribute of the Queue data service and is applicable to all dashboards created in the application.

Previously, we have two formulas for calculating the SLA

  • (Calls Answered/ Calls

...

  • Presented)*100 
  •  With Abandoned Calls Counted Negatively (Calls Answered met SL/ Calls

...

  • Presented)*100

Attributes used in the calculation of all SLAs are from Historical historical stats, so the SLA data will update every 5minonly be updated in every 5 minutes.

Opened Issues

Issue Summary

JIRA Issue

Priority

Workaround

The Wallboard application shows extra stats as compared to the CUIC report (Contact Service Queue Activity Report by Interval) in case when a handled has null talktime. 

Wallboard synchronizes all calls as Answered/Handled having the disposition 2. However, it does not further considered if a handled call has null as talk time. CUIC is not only considering the disposition but also the Talk Time & the User Id. If the call gets dropped after getting picked up due to any reason, CUIC will not show that call but the wallboard will.


Also, note that, in this case, there's no mismatch between the Informix DB and Wallboard DB but with the CUIC report, those handled calls are ignored

Jira Legacy
serverproject.expertflow.com JIRA
columnIdsissuekey,summary,issuetype,created,updated,duedate,assignee,reporter,priority,status,resolution
columnskey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution
serverId131d473b-dd43-389a-9dac-6f501204581b
keyEAP-12013

Status
colourGrey
titleMajor

No Workaround since there are rare chances of its occurrence 
When deployed in HA, sometimes the Synchronizer component gets stuck for 2-5 minutes, due to unknown reasons. It then resumes functioning normally.

Jira Legacy
serverproject.expertflow.com JIRA
columnskey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution
serverId131d473b-dd43-389a-9dac-6f501204581b
keyEAP-11427

Status
titleminor

It starts working automatically
Font sizes look smaller when there're a minimum number of cards being displayed in the gadget

Jira Legacy
serverproject.expertflow.com JIRA
serverId131d473b-dd43-389a-9dac-6f501204581b
keyEAP-11595

Status
titleminor

It is adjusted according to the maximum number of cards that may appear in each square box
Suppose there is a lesser amount of data for one category of the current state attribute (response distribution ratio between "Ready", "Not Ready", "Talking"). In that case, the label of that current state value does not appear on the gadget.

Jira Legacy
serverproject.expertflow.com JIRA
columnskey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution
serverId131d473b-dd43-389a-9dac-6f501204581b
keyEAP-10434

Status
titleminor

This issue is observed rarely based upon the total sample group of all state values and the ratio among them.

The legend keys showing which slice represents what is still available on the bottom of the gadget.

Sometimes in template five, the agent State names do not appear properly for PIE & Doughnut charts

Jira Legacy
serverproject.expertflow.com JIRA
columnskey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution
serverId131d473b-dd43-389a-9dac-6f501204581b
keyEAP-11424

Status
titleminor


The speedometer needle moves to the left from zero for SLA values less than 10.

Jira Legacy
serverproject.expertflow.com JIRA
columnskey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution
serverId131d473b-dd43-389a-9dac-6f501204581b
keyEAP-11423

Status
titleminor


The duration of the success message on the "Application Settings" screen is shorter than expected

Jira Legacy
serverproject.expertflow.com JIRA
serverId131d473b-dd43-389a-9dac-6f501204581b
keyEAP-10810

Status
titleminor


Some permissions related to "Application Settings"(i.e. "Create" and "Delete") are of no use at the moment and are reserved for the future. 

Jira Legacy
serverproject.expertflow.com JIRA
serverId131d473b-dd43-389a-9dac-6f501204581b
keyEAP-10790

Status
titleminor

Do not assign these permissions (Application setting create and delete) to any user 
When the non-active VM or synchronizer comes up after failover, the stats on the gadget become zero for a few seconds and get updated later

Jira Legacy
serverproject.expertflow.com JIRA
columnskey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution
serverId131d473b-dd43-389a-9dac-6f501204581b
keyEAP-10126

Status
titleminor

No workaround
If the user has saved the password with the Keep me logged in option, the login button starts appearing as disabled whenever the user comes again on the login page.

Jira Legacy
serverproject.expertflow.com JIRA
columnskey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution
serverId131d473b-dd43-389a-9dac-6f501204581b
keyEAP-9753

Status
titleminor

Just click on the password field and press enter to log in.
If all permissions are deleted from a role, then the user also automatically gets removed from the role having no permissions in it 

Jira Legacy
serverproject.expertflow.com JIRA
columnskey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution
serverId131d473b-dd43-389a-9dac-6f501204581b
keyEAP-9634

Status
titleminor

Delete only the unnecessary permissions or add desired permissions in the role and reassign the role to the user
You cannot delete the default roles assigned to a user. The default roles are, "Agent" and "Supervisor". 

Jira Legacy
serverproject.expertflow.com JIRA
columnskey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution
serverId131d473b-dd43-389a-9dac-6f501204581b
keyEAP-10092

Status
titleminor

Create a new Role and add Users to it 
The "Updated On" date field on the Dashboard List page cannot be translated.

Jira Legacy
serverproject.expertflow.com JIRA
columnskey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution
serverId131d473b-dd43-389a-9dac-6f501204581b
keyEAP-9993

Status
titleminor

The date is visible in the English format

When the network connectivity breaks down between the Synchronizer and UCCX, all of the stats being displayed on the Wallboard will become zero after 1 minute. The stats are updated again when the connectivity is restored

Jira Legacy
serverproject.expertflow.com JIRA
serverId131d473b-dd43-389a-9dac-6f501204581b
keyCMD-77

Status
titleminor

No workaround
Plus sign is not visible to browse the user's profile picture

Jira Legacy
serverproject.expertflow.com JIRA
serverId131d473b-dd43-389a-9dac-6f501204581b
keyCMD-79

Status
titleminor

Use Google Chrome browser
The state duration time in an Agent Service  is sometimes 5 to 6 sec ahead

Jira Legacy
serverproject.expertflow.com JIRA
serverId131d473b-dd43-389a-9dac-6f501204581b
keyCMD-58

Status
titleminor

The issue exists only with CCX version 12.5.
The SSO configurations are enabled, but for UMM you cannot login with Contact Center Agents

Jira Legacy
serverproject.expertflow.com JIRA
serverId131d473b-dd43-389a-9dac-6f501204581b
keyEAP-11603

Status
titleminor

Plan for the next release

...