Release Summary
This release includes changes regarding the SLA formula and front-end enhancements in the Scorecard gadget.
Enhancements
Configurable SLA Formula
Previously, the queue SLA for UCCX was calculated as the following:
(Calls Answered/ Calls presented)*100
In the new release, the application provides two options to calculate the SLA. The client can set the desired option in the Environment Variables to change the formula calculation method. The two options are:
- (Calls Answered/ Calls presented)*100: This is updated after every 5 seconds
- (Calls Answered met SL/ Calls presented)*100: This is updated after every 5 minutes
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.
The only limitation is with the SLA calculated using option 2 is, it's updated only in 5 minutes since the calls answered within SL is not a real-time attribute but a historical attribute.
Changes in Scorecard sizes
The Scorecard gadget is enhanced to automatically occupy the space available so as to have more visibility of the statistical data. The cards in the gadget auto-grow based on the available space in the gadget.
Font sizes of the data values also automatically increase based on the available space and the screen resolution. However, in some cases, the font size may seem to be small because it is adjusted according to the maximum number of cards that may appear in each square box.
The changes are tested on the following screen resolutions.
- 1920 x 1080
- 1366 x 768
Open Issues
Issue Summary | JIRA Issue | Priority | Workaround |
|---|---|---|---|
For a call that gets abandoned from the customer after being dequeued, the historical stats are not updated properly for the queues from which the call was passed | CMD-96 - Getting issue details... STATUS | MAJOR | Planned for a future release |
| Sometimes, the Synchronizer component gets stuck for more than two minutes, due to unknown reasons. It then resumes functioning normally. | EAP-11427 - Getting issue details... STATUS | MAJOR | It starts working automatically |
| If an agent's First Name is not set in CUCM, the data table gadget will not populate any data when the "First Name" column is selected for display | CMD-72 - Getting issue details... STATUS | MAJOR | Restart the Agent service |
| If the data values for an agent State are far lower than the other agent States (Ready, Not Ready, Talking), the name of that Agent State does not appear on the gadget | EAP-11426 - Getting issue details... STATUS | MINOR | That's the default behavior of the charts library being used. Works fine if there's a lesser difference between the data values. |
| 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 values less than 10. | EAP-11423 - Getting issue details... STATUS | MINOR | Contact Center SLA never be in a single digit. |
| If an SSO-enabled CCE agent logs in to the EF application by using the Login with Cisco option, Cisco Finesse asks for the username, password of the agent once again, at least one time upon accessing the Finesse Desktop. | EAP-10740 - Getting issue details... STATUS | MINOR | Provide the agent's username for the first time on Finesse. It doesn't ask later unless the user closes the browser. |
| The duration of the success message on the "Application Settings" screen is shorter than expected | EAP-10810 - Getting issue details... STATUS | MINOR | |
| There is a setting without SSO either UCCX or UCCE. Then user unable to log in using contact center agents in UMM. | EAP-10811 - Getting issue details... STATUS | MINOR | 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. | EAP-10790 - Getting issue details... STATUS | MINOR | Do not assign these permissions (Application setting create and delete) to any user |
| The "Prompt Settings" for CCE are not optional. Provide any garbage value for now. | EAP-10730 - Getting issue details... STATUS | MINOR | User can add any garbage value in the prompt settings in 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 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. |
| 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 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 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 | EAP-9678 - Getting issue details... STATUS | MINOR | Always try to provide a small name of the attribute, i.e. less than 20 characters |
| 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 |
| Need to restart the UMM service after changing the license in UMM | EAP-10075 - Getting issue details... STATUS | MINOR | 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". | EAP-10092 - Getting issue details... STATUS | MINOR | Create a new Role and add Users in 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 12.5. |
| 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 |
| The SSO configurations are enabled for the wallboard then you cannot log in with SSO (contact center user) in UMM | EAP-11603 - Getting issue details... STATUS | MINOR | Plan for the next release |
Compatibility Guide
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