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 |
| 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 |