Introduction

Webex Contact Center releases updated software regularly. This article contains the list of resolved issues on a weekly basis.

For information on new features, see What's New in Webex Contact Center.

The following sections contain the resolved issues for the associated date range.

August 2023

Following is the list of resloved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwf96314: Value of "termination end" is wrong when Flow ends the call

  • CSCwh17970: Callback node sends a call to an available agent if a different than original queue is selected

  • CSCwh05840: Flow fails to load for the External admin roles

  • CSCwh22369: Stock report (Team Stats) - Issue with Average Handle Time

Following is the resolved issue.

For more information about the issue, use Bug Search Tool to search for the issue number.

  • CSCwe84230: Difference between TOTAL and COMPLETED count in Stock Queue Service Level report

Following is the resolved issue.

For more information about the issue, use Bug Search Tool to search for the issue number.

  • CSCwf83788: CONSILIUM : Inquiry Regarding Media Permissions for iframes in WebexCC Desktop Layout

Following is the list of resloved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwf43492: Filters reflecting on Custom Dashboard

  • CSCwc88064: Intermittently agent state is set to Ring No Answer (RONA)

  • CSCwf00407: VMM is sending 'RoutePointDistributeCall' to same agent after RONA

  • CSCwh12834: Misleading notification on manual wrap up of call

  • CSCwe91747: Recording Schedule error message verbatim need to be changed

  • CSCwf42208: Brazil Timezones are wrong and missing on Portal

  • CSCwe10826: Usage Report under Business Metrics folder shows "Create a Copy" option when arranged in list view

  • CSCwe93199: Filters in APS Summary page are released after changing to Home page or taking a call

  • CSCwe93992: Agent Desktop Wrap-up Issues

Following is the resolved issue.

For more information about the issue, use Bug Search Tool to search for the issue number.

  • CSCwf97068: TransfertoQueue is not available for CCB

July 2023

Following is the list of resolved issues:

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwe89888: Blank scheduled reports.

  • CSCwf77435: Multiple Webex notifications on Agent desktop when supervisor sends message to the agent using Webex integrated supervisor desktop

  • CSCwf51282: Notification Sound slider not taking effect

  • CSCwf55315: Agent desktop causes memory spike on local PC

  • CSCwf95483: Partner admins are unable to access flows

  • CSCwf96715: Agent Interval Realtime | Inbound staff hours formula incorrect

Following is the resolved issue:

For more information about the issue, use Bug Search Tool to search for the issue number.

  • CSCwf73958: Able to publish the flow with error in one field

Following is the list of resolved issues:

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwf08475: User with View Access to Flow Scripts is able to edit and publish the flow

  • CSCwf56884: Surge counter leaks due to missing CTI events

  • CSCwf08924: Not able to Deactivate/deleting the Google Connectors

  • CSCwf18586: WxCC 2.0 (ProdUS1) - Drill down issue with CAD values in reports

There are no resolved issues to report.

June 2023

Following is the list of resolved issues:

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwe67856: PlayMessage Goto error when the activity Label name is CSQMax

  • CSCwf24267: vxml_activities not sending ContactRemoveParticipant to UR

Following is the list of resolved issues:

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwe54014: HTTPS Status to a Global variable with integer is failing

  • CSCwf56533: Scheduled reports are sent twice under migration

Following is the list of resolved issues:

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwf14638: Flow Debug is failing when VA V2 node used with DialogFlow CX

  • CSCwf37420: Wrap-up codes shuffled / not sorted (alpha/numeric) after ESD feature flag was enabed

  • CSCwf17865: Data discrepancy between WxCC ESD and Management Portal

  • CSCwf25932: Global variable migration fails if enhanced field value has single quotes

There are no resolved issues to report.

May 2023

Following is the resolved issue.

For more information about the issue, use Bug Search Tool to search for the issue number.

  • CSCwf10947: Session IDs are not displayed in drill down

Following is the list of resloved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwf11389: In PostCall Survey VMM is not processing ConversationEnd

  • CSCwe94769: Call disconnects due to an unhandled contact park event in flow design

  • CSCwd47621: Have Call Direction values "Inbound" showing in different case

  • CSCwf20678: Intermittently "# " is not sent to from AgentDesktop in outbound calls.

  • CSCwf01747: Chrome: Notification Ding is not played on the first activity

There are no resolved issues to report.

There are no resolved issues to report.

Following is the list of resloved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwe91747: WxCC 2.0 (ProdUS) - Recording Schedule error message verbatim need to be changed

  • CSCwf12978: Preview Campaign Icon is not showingup on header

April 2023

There are no resolved issues to report.

Following is the list of resloved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwd83318: Contact Ended message not clearing the Engine state store

  • CSCwd83350: XML parsing issue using JSON path expression when xmltags have prefix

Following is the list of resloved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwe94698: Profile Settings change do not refresh the Channel Capacity as per MM profile assigned on Team

  • CSCwe76286: ESD - High CPU and memory consumption

  • CSCwe76078: ESD Team Performance Details - High CPU and memory consumption

There are no resolved issues to report.

March 2023

Following is the list of resloved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwe33675: Analyzer not honoring "Total Hold Duration" field name

  • CSCwd93580: "AVG" function in CSR does not follow format defined per column

  • CSCwe29963: Search is not working on consult/transfer popup

Following is the resloved issue.

For more information about the issue, use Bug Search Tool to search for the issue number.

  • CSCwe60934: Calls dropped when queueing the contact with updated team in the CDG

Following is the list of resloved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwe10000: NO error displayed on Portal while deleting a flow reference in other flow

  • CSCwe30948: Agent was placed into a dummy RONA state after invite failure

Following is the list of resloved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwe61470: DAL tasks API querying more indices than should be

  • CSCwe81679: WxCC 2.0 (ProdEU1) - Issue with Bulk upload

  • CSCwe43491: Validation flow is showing "AutoSave" error for specific flows in different tenants

Following is the list of resloved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwd56698: 1212 report not displaying the session IDs when the call is other than abandoned

  • CSCwd93580: "AVG" function in CSR does not follow format defined per column

  • CSCwe21690: Stock auxiliary idle reports are broken

  • CSCwe23379: Change handleType to terminationType in CSQ All Fields Report

  • CSCwe33152: Outdial Call stuck in Analyzer reports with no end timestamp due to error in generateEndedEvent in Reporter service

  • CSCwe43686: CTI to RTMS Migration is failing as RAS has entry with same number but different EPDN id

February 2023

There are no resolved issues to report.

Following is the list of resloved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwe34845: Agent Editable flow variable in Agent desktop goes blank when we edit them in Chrome and Edge

  • CSCwe23473: User profile for Victor Montoya not reflecting changes when adding and removing administrator license

Following is the list of resolved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwd83167: Skill profile creation fails via API

  • CSCwd97191: ASR Callback count is always 0

There are no resolved issues to report.

January 2023

Following is the list of resolved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwd87774: The supplied credentials are invalid

  • CSCwd87582: Upgrade split SDK to 4.6.0

There are no resolved issues to report.

Following is the resolved issue.

For more information about the issue, use Bug Search Tool to search for the issue number.

  • CSCwd70093: Agent Desktop Removes Query String Parameters attached by Zendesk CRM

Following is the list of resolved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwd51036: Agent Address Book shows Error Message Failed to load data

  • CSCwd20412: Unmodified flows show RONA system variable on Desktop with Configurable Variables feature

  • CSCwd72844: Agent state change request not sent after websocket connection was restored

December 2022

There are no resolved issues to report.

Following is the list the resolved issue.

For more information about the issue, use Bug Search Tool to search for the issue number.

  • CSCwd46356: Handle Pagination on the WxCC response

There are no resolved issues to report.

Following is the resolved issue.

For more information about the issue, use Bug Search Tool to search for the issue number.

  • CSCwd43927: Out of Order processing of Events

Following is the list of resolved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwd48253: Standard agents show 'Default_multimedia_profile' instead of 'Default_Telephony_Profile'

  • CSCwd36504: Call gets stuck in the Queue node after being transferred from another flow

November 2022

Following is the resolved issue.

For more information about the issue, use Bug Search Tool to search for the issue number.

  • CSCwc00412: Agent to Agent Blind transfer overwrites IsWithInServiceLevel value in reporting

Following is the resolved issue.

For more information about the issue, use Bug Search Tool to search for the issue number.

  • CSCwd25159: CJP entitlements and roles are not being attached to CI organisation object

Following is the list of resolved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwd32628: Bulk Import of Users fails

  • CSCwc77094: Incorrect callback queue name is reported in CSR

  • CSCwc93540: Outdial Calls failure due surge protection limit

  • CSCwd00964: Scheduled reports fail to run intermittently

  • CSCwd14720: Queue - Real time tab is missing columns 'Contacts Waiting in Queue' and 'Avg Queue Wait Time'

  • CSCwd12928: Call Skills is not visible in the agent detail report

  • CSCwc82880: Analyzer User Guide - "Last Callback Status" : "Not Processed" Description needs modification

  • CSCwc96822: Scheduled reports missing GMT+1 (BST) timezone in the list

Following is the list of resolved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwd19440: Routing strategies not honored with DST changes

  • CSCwd05949: Advanced Queue Info Node and Escalate Call Distribution Group Node block flow access for external admin

October 2022

Following is the resolved issues.

For more information about the issue, use Bug Search Tool to search for the issue number.

  • CSCwd21148: Newly added Incoming pop-over variables are not retained after publishing the flow

There are no resolved issues to report.

Following is the list of resolved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwd10456: 19-digit limit on the Collect Digits nodes in WxCC flows

  • CSCwc01035: CollectDigits node is blank if there is a CAD variable of the same name

  • CSCwd23822: Validation error in a flow with the BlindTransfer activity

  • CSCwc97992: Adding/Removing Agents under Team module does not take effect

  • CSCwc13365: Talk Duration is incorrect for a queue in Transfer to DN scenario

  • CSCwc99534: Input focus moves away incorrectly from the Address book

  • CSCwd29151: Selecting variables for incoming call pop-over does not work

  • CSCwd22688: Agent desktop freezing upon loading the Phonebook

Following is the list of resolved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwd20733: Validation error for Goto flow node

  • CSCwc77620: Parsing a JSON with escape character \" fails

There are no resolved issues to report.

September 2022

Following is the list of resolved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwc88064: Intermittently agent state is set to Ring No Answer (RONA)

  • CSCwc36931: "Contact Center Overview - Realtime" shows Contacts Handled = 0

  • CSCwc57712: Analyzer 'enhanced field' does not show all the groups after saving

  • CSCwb22950: Recording is not present on recording management portal

  • CSCwc66965: "Contact center overview -Real time" documentation change for new report

  • CSCwb33819: Variable usage missing in Analyzer document

  • CSCwc83630: Application Performance Report filter is case sensitive

  • CSCwc77391: Contact Center Overview Reports - Avg Queue Wait Time is always 0

  • CSCwc43210: Developer Portal Authentication section should clarify Webex CC Administrator license requirement

There are no resolved issues to report.

Following is the list of resolved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwb89499: APS: Agent statistics Real time and Agent outdial statistics real time not showing any data

  • CSCwc73628: Open and close of a flow incorrectly updates modified information

  • CSCwc79831: 'Last Edited' field on flow control is not updated

Following is the list of resolved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwc65504: Call history of Agent Desktop for Outdial call shows Default ANI

  • CSCwc60511: Agent getting disconnected and Logged out in Salesforce (SFDC)

  • CSCwc80289: Agents are unable to transfer the call using Dialled number option when address book is empty

  • CSCwc60560: Salesforce Integrated Agent desktop reload and pop out or pop in login issue

  • CSCwc75997: Developer Portal "Try it Out" gives a 403 error on several endpoints 

August 2022

There are no resolved issues to report.

Following is the resolved issue.

For more information about the issue, use Bug Search Tool to search for the issue number.

  • CSCwc96836: Wrapup duration and nextState are not populated correctly in CAR

There are no resolved issues to report.

Following is the list of resolved issues.

For more information about the issues, use Bug Search Tool to search for the issue number.

  • CSCwb20935: Connected duration in CSR and ASR reports are inaccurate

  • CSCwa97925: Some fields in the CAR table in Analyzer are not populating with values

  • CSCwa90114: Analyzer UI is missing activityName for the EventName 'flow-activity'

  • CSCwb04754: Threshold Alerts (Max Time In Queue) not working for the Queues created in CMSv1

  • CSCwb04368: Custom Duration in a report needs to be saved twice to take effect

  • CSCwb66001: Agent Staff hours are not adding up to the agent logout minus login time in some situations

There are no resolved issues to report.

July 2022

Following is the list of resolved issues.

For more information about a particular issue, use the Bug Search Tool to search for the issue number.

  • CSCwc39121: Agent login to Webex Calling Extension goes RONA after the team change

  • CSCwc39987: ANI not being fetched for WxM "Search Responses"

Following is the list of resolved issues.

For more information about a particular issue, use the Bug Search Tool to search for the issue number.

  • CSCwb66294: Average of Wrapup and Maximum Wrapup durations are incorrect

  • CSCwc37043: Existing schedules not showing in the UI and not triggering emails

  • CSCwc40295: Exported Analyzer report shows call related durations rounded up by 1 second

  • CSCwb98590: UI adjustments required to use Average Wrapup Time

  • CSCwb57183: Queue Service Level Realtime chart is incorrectly named

There are no resolved issues to report.

Following is the list of resolved issues.

For more information about a particular issue, use the Bug Search Tool to search for the issue number.

  • CSCwc18844: Campaign Manager integration is broken when global-cad-reporting FF is enabled

  • CSCwc13349: Queue incorrectly attached to initial call after Blind and Consult Transfer to DN

June 2022

Following is the list of resolved issues.

For more information about a particular issue, use the Bug Search Tool to search for the issue number.

  • CSCwb72185: Zoom feature cannot handle flows or activities placed well below the permissible zoom limits

  • CSCwb91716: Agent with 'Exclusive' multimedia profile should not be allowed to make outdial call while handling

  • CSCwb81934: Agent wrap-up is not completed and stuck in wrapup

Following is the list of resolved issues.

For more information about a particular issue, use the Bug Search Tool to search for the issue number.

  • CSCwb91451: Agent unable to perform hold or transfer

  • CSCwb62264: VVA transcript is visible only on the premium agent

There are no resolved issues to report.

There are no resolved issues to report.

May 2022

Following is the list of resolved issues.

For more information about a particular issue, use the Bug Search Tool to search for the issue number.

  • CSCwb78529: All Address books are shown to agents while agent profile is set to NONE

There are no resolved issues to report.

Following is the list of resolved issues.

For more information about a particular issue, use the Bug Search Tool to search for the issue number.

  • CSCwb54607: Analyzer does not show the RONA state in the AAR report

Following is the list of resolved issues.

For more information about a particular issue, use the Bug Search Tool to search for the issue number.

  • CSCwb37743: Cannot change duration in the report when using Variable in the filter

  • CSCwb47226: Analyzer report "Created By" Shows User id for external admin

Following is the list of resolved issues.

For more information about a particular issue, use the Bug Search Tool to search for the issue number.

  • CSCwa72784: Agent login page loading too slow causing the web browser to hang

  • CSCwa81488: 'Download error report' does not contain all the logs

  • CSCwa90976: CSR Termination type shows Abandoned instead of normal for a survey call due to parked event

  • CSCwa94696: Wrong number in call history of Agent Desktop for outdial call

  • CSCwb06541: Consult to Queue failure

  • CSCwb24781: Agent stuck in Available state and does not receive new calls in ctq flow

  • CSCwb25329: Unable to add Team to the call distribution group under queue configuration

  • CSCwb32732: Agent stuck in 'ringing' state

  • CSCwb37743: Cannot change duration in the report when using Variable in the filter

  • CSCwb38882: Exclusive Multimedia profile not honored

  • CSCwb40424: Agent going to RONA after transfer to queue

  • CSCwb41509: Exclusive multimedia profile type routing allows more than one contact to be routed on agent desktop

  • CSCwb43233: Agent stuck in Available state after a transfer to queue operation

  • CSCwb47226: Analyzer report "Created By" Shows User id for external admin

  • CSCwb59221: Exclusive multimedia profile type drains contacts by channel and not in order

  • CSCwb68691: Agent stuck on a contact after Consult to Queue

Supervisor desktop

  • The Team Performance Details page operates at optimum performance for up to 500 agents. A supervisor with access to more than 500 agents might not experience the best performance with the Team Performance Details page.

  • When agent 2 is conferencing into a call that is being handled by agent 1, agent 2’s details does not show all the call metadata. Also, when agent 2 is consulting with agent 1, the call details are not available on agent 2’s active interaction details modal. These issues will be fixed in a future release as an enhancement. 

  • The default layout Cisco provides to the Global Layout section doesn’t support cross launching the Webex app. As an alternative, you can customize any of the layouts to add the cross-launch option.

  • When conferencing with a dial number mapped to an entry point wherein 2 agents - agent1 and agent2 are conferencing, the second agent’s contact status displays “Connected” instead of “Conferencing” in the Team Performance Details page. Note that consulting and conferencing a dial number mapped to an entry point is still in limited availability. 

  • There are differences in data between Supervisor Desktop reports and Homepage. For more information, see Comparison of KPI Cards in Supervisor Desktop and Analyzer.

  • Supervisors must have unique number assignments. Supervisor1 signs into the Supervisor Desktop with a number. Supervisor1 needs to sign out and sign in with a different number, so that Supervisor2 can sign into Supervisor Desktop with the same number used by Supervisor1. If you use the same phone number for different supervisors, contact your account team, partner, or Cisco support for assistance.

  • To save the Inactivity Timeout setting on Control Hub, you must enter a value for the Auto Wrapup interval setting. However, this isn't applicable when you use the Management Portal for tenant level settings.

Courtesy callback routing to capacity-based teams unsupported

Courtesy callback isn't supported with capacity-based teams (CBT). CBTs have no individual agents assigned to them, and courtesy callback requires an Agent ID to function. Therefore, if courtesy callback flows to an entry point or a queue served by a CBT, the call fails.

You can search for issues using the Bug Search Tool.

Issues are graded according to severity level and have either open or resolved status.

See Bug Search Tool Help for more information.

Before you begin

To view the issues, you need the following items:

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Click the following links to view the Webex Contact Center issues:

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When prompted, sign in with your Cisco.com user ID and password.

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(Optional) Enter the bug ID number in the Search For field and press Enter.