Release Summary
This release comes with the option of multiple SLA formulas.
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:
- Percentage of Service Level Met—With No Abandoned Calls (Calls answered met SL / (Number of calls presented - Number of calls abandoned met SL)) * 100
- Percentage of Service Level Met—With Abandoned Calls Counted Positively ((Calls answered met SL + Calls abandoned met SL)/Calls presented)) * 100
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 Handled—% (Calls Answered/ Calls presented)*100
- Percentage of Service Level Met—With Abandoned Calls Counted Negatively (Calls Answered met SL/ Calls presented)*100
Attributes used in the calculation of all SLAs are from Historical stats, so the SLA will update every 5min.
Opened Issues
Issue Summary | JIRA Issue | Priority | Workaround |
|---|---|---|---|
| When deployed in HA, sometimes the Synchronizer component gets stuck for 2-5 minutes, due to unknown reasons. It then resumes functioning normally. | EAP-11427 - Getting issue details... STATUS | MINOR | It starts working automatically |
| Font sizes look smaller when there're a minimum number of cards being displayed in the gadget | EAP-11595 - Getting issue details... STATUS | MINOR | 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. | EAP-10434 - Getting issue details... STATUS | MINOR | 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 | EAP-11424 - Getting issue details... STATUS | MINOR | |
| The speedometer needle moves to the left from zero for SLA values less than 10. | EAP-11423 - Getting issue details... STATUS | MINOR | |
| The duration of the success message on the "Application Settings" screen is shorter than expected | EAP-10810 - Getting issue details... STATUS | MINOR | |
| Some permissions related to "Application Settings"(i.e. "Create" and "Delete") are of no use at the moment and are reserved for the future. | EAP-10790 - Getting issue details... STATUS | MINOR | 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 | EAP-10126 - Getting issue details... STATUS | MINOR | 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. | EAP-9753 - Getting issue details... STATUS | MINOR | 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 | EAP-9634 - Getting issue details... STATUS | MINOR | 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". | EAP-10092 - Getting issue details... STATUS | MINOR | Create a new Role and add Users to it |
| The "Updated On" date field on the Dashboard List page cannot be translated. | EAP-9993 - Getting issue details... STATUS | MINOR | 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 | CMD-77 - Getting issue details... STATUS | MINOR | No workaround |
| Plus sign is not visible to browse the user's profile picture | CMD-79 - Getting issue details... STATUS | MINOR | Use Google Chrome browser |
| The state duration time in an Agent Service is sometimes 5 to 6 sec ahead | CMD-58 - Getting issue details... STATUS | MINOR | The issue exists only with CCX version 12.5. |
| The SSO configurations are enabled, but for UMM you cannot login with Contact Center Agents | EAP-11603 - Getting issue details... STATUS | MINOR | Plan for the next release |
Tested Cases
Load Test Results
A load test with 4-5 agents was executed with 200-300 calls per hour. The average call duration of a call was kept at 30 seconds.
Multiple load tests with the above load were executed to test the system's performance. The application successfully synchronizes and fetches the stats with CCX while CCX behaves normally.