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| Target release | 13.23 |
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| Target release date | |
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| Epic | Link to related Jira epic or feature | Document owner | Developers | Saqib, project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-10451 |
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| Document owner | |
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| Developers | Saud, Zaryab |
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| QA | HassanIqra Shahid |
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Release Summary
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This is a major release of unifies the Dashboards & Wallboards which includes the support with the Cisco UCCE platform. The release also includes some UI enhancements on the front-end and some bug fixes from the previous releasesrelease for Cisco CCE & CCX platform. It also includes the fix to support the creation of dashboards for multiple timezones. |
What's New
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Support for ...
The application now allows showing the real-time and historical stats of the call center from CCE in a dashboard or wallboard. The queue statistics of the call center such as the number of calls received, answered, abandoned, queued, SLA can be seen based on one, multiple or all skill groups of the call center. The agent-based statistics can be viewed team-wise.
The application comes with two default data services to report on queues and agent statistics.
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Unified Release of Wallboard
This release unifies all features in the previous release for CCE available now for CCX. For details on the features included in the previous version, see the Release Notes version 13.2.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-1005510512 |
Enhancements
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The agent states are now represented with some default color codes while viewing the agent team summary in a data table.
Each agent state value is represented in a colored-box. This gives the user the visual aid to identify quickly which agents are in what state currently. The states are shown as following:
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-9923 |
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The default refresh interval to refresh the data statistics from the call center database is updated and reduced to 5 seconds.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-10239 |
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The user can now choose the color of each attribute corresponding to a line or a bar while plotting a line or a bar chart. The application comes with 6 prime colors to choose from.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-10242 |
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Timezone implementation for historical statsTimezone is available as a system setting where users are able to add a timezone once. The timezone value specified here will serve as the default timezone and will be applied to all dashboards in the application.
The default timezone will be UTC (with zero offsets). Users can, however, overwrite the settings for an individual dashboard.
In the case of the dashboard group, the data in each dashboard will appear based on the timezone of each individual dashboard. The timezone of the dashboard is also displayed on the final dashboard link.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-989710512 |
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The size of the fonts are now made configurable for both "Text" and "Greeting" messages gadgets. So the user can adjust the size of the text by selecting a suitable font size in the gadget settings.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-9896 |
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Add a background color to a Data Table cellUsers can now also add thresholds for agent service attributes in the data table columns. Thresholds are available for the following columns:
Values can be set in terms of seconds.
On meeting the set value of the threshold, the background color of the data table cell is highlighted based on the colors that have been chosen in the gadget settings (i.e. Orange for warning and Red for error).
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-9894 |
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The range of the speedometer display type is enhanced. The new range allows showing any number between -100 to +100.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-9926 |
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In the earlier versions, there were three variations of the scorecard display type. Those are merged into one display type called, "Scorecards". The user can now place any number of cards using this display type. Depending upon the size of the square box and the template, a vertical scroll bar is presented on the front-end to view an increased number of cards.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution9925 |
Fixed Issues
Issue Summary | JIRA Issue | Priority |
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| No previously-opened issues fixed from the previous releases. |
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Open Issues
Issue Summary | JIRA Issue | Priority | Workaround |
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| If SSO-enabled CCE agent logs in to EF application, upon accessing Finesse, it asks for the username, password of the agent for the first time at least. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP- |
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Each new dashboard that is created in the application exposes a code snippet that can be embedded anywhere in any application. This allows viewing dashboards of the call center in any external application such as CRM.
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project.expertflow.com JIRAkey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution131d473b-dd43-389a-9dac-6f501204581bEAP-9926 |
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Issue Summary | JIRA Issue | Priority |
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If a data table is selected on one or both of the boxes of the dashboard template 5, the gadgets on both sides are not aligned and the UI becomes disturbed. ...
| Provide the agent name for the first time on Finesse. It doesn't ask later unless the user closes the browser. |
| The screen time of the success message for the "Application Settings" is very short. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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columnskey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution | | serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP- |
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9712The user-defined order of the attributes in the gadget should be proper. For instance, if 3 attributes are chosen to be displayed out of 6 possible attributes, the order should 1,2,3 in any sequence (3,2,1, 2,3,1, 1,3,2). However, the dashboard won't work properly if the user gives an order such as 3,6,5 or 1,3,6, etc.Mark to be fixed in the next release |
| There is a setting without SSO either UCCX or UCCE. Then user unable to log in using contact center agents in UMM. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution | | serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP- |
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9711Sometimes, wrong gadgets are generated randomly on a dashboard | Login agent in wallboard then click on UMM button from the wallboard so the agent can log in to UMM |
| Some permissions related to "Application Settings"(i.e. "Create" and "Delete") are of no use at the moment and reserved for the future. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution | | serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP- |
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9744Sometimes, all attributes appear to be selected in the Edit Gadget settings, rather than showing only the originally-selected attributes| Do not assign these permissions (Application setting create and delete) to any user |
| The "Prompt Settings" for CCE are not optional for now. If not needed, you may provide any value. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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columnskey,summary,type,created,updated,due,assignee,reporter,priority,status,resolution | | serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP- |
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9752Issue Summary | JIRA Issue | Priority | WorkaroundOpen Issues
| User can add any garbage value in a prompt setting of UMM |
| If there is a lesser amount of data for one category of the current state attribute (response distribution ratio between "Ready", "Not Ready", "Talking"), the label of that current state value |
will This rarely occurs | does not appear on the gadget. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-10434 |
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No workaround.
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 value in the data set is still available on the bottom of the gadget. |
| 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 |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-10126 |
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| | No workaround |
| If the user has saved the password with Keep me logged in option, the login button starts appearing as disabled whenever the user comes again on the login page. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-9753 |
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| | Just click on the password field and press enter to log in. |
| If the label of an attribute is of a large size, the system automatically tries to readjust the name on the final view which might disturb the UI of the gadget | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-9678 |
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| | Always try to provide a small name of the attribute, i.e. less than 20 characters long. |
| 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 |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-9634 |
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| | Delete only the unnecessary permissions or add desired permissions in the role and reassign the role to the user |
| Need to restart the UMM service after changing the license in UMM | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-10075 |
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| | UMM Services need to be restarted on any machine on which wallboard is deployed with this command docker service update --force wallboard_umm |
| You cannot remove the default role assigned to a user. The default roles are, "Agent" and "Supervisor". | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-10092 |
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| | Create new Role and add Users in it |
| The "Updated On" date field on the Dashboard List page cannot be translated. | | Jira Legacy |
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| server | project.expertflow.com JIRA |
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| columns | key,summary,type,created,updated,due,assignee,reporter,priority,status,resolution |
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| serverId | 131d473b-dd43-389a-9dac-6f501204581b |
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| key | EAP-9993 |
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| | The date is visible in the English format |
Compatibility Guide
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| Compatibility Guide |
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| Compatibility Guide |
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