.Release Notes v13.6
- Former user (Deleted)
- Former user (Deleted)
Release Summary
This release includes changes regarding the formula for Total SLA across all or multiple selected queues.
Enhancements
Total SLA of all or selected queues
Previously,
When multiple queues are selected,
- It takes the average of all SLA values for the selected CSQs in the Speedometer gadget. For instance, (SLA of Q1 + SLA of Q2 + SLA of Q3)/3 (total number of queues).
- In the Scorecard gadget, if the Aggregation type SUM is selected, it shows the SUM of all Queues SLA. When the Aggregation Type is set to Average, it calculates the average of all queues SLA.
Based on the value of the environment variable SLA_FORMULA, the SLA for all or selected queues is now calculated as one of the following:
- (Sum of all Calls Answered / Sum of all Calls Presented)* 100 - updates after 5sec OR
- (Sum of all Calls Answered met SL / Sum of all Calls Presented)* 100 - updates after 5mins
The new formula for calculating SLA of total or multiple queues is the following:
|
The SLA is always calculated across all or multiple queues with the above formula irrespective of the display type (Scorecard, speedometer, etc...)
Fixed Issues
Issue Summary | JIRA Issue | Status |
|---|---|---|
| When multiple queues are selected for the Scorecard gadget to show the Maximum Talk time, the system takes the sum/average of all queues and shows the stats. It should only show the Maximum talk time from all queues. | BE-20 - Getting issue details... STATUS | Fixed |
| When multiple queues are selected for the Scorecard gadget to show the Maximum Wait time, the system takes the sum/average of all queues and shows the stats. It should only show the Maximum Wait time from all queues. | BE-21 - Getting issue details... STATUS | Fixed |
Opened Issues
Issue Summary | JIRA Issue | Priority | Workaround |
|---|---|---|---|
| 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 |
| 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 |
| 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. |
| 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 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