May 2020

Pause and Resume Feature

An agent can invoke the Pause and Resume recording events from the Agent Desktop during the call. The events are stored in the customer activity record (CAR). The CAR is made available by an API to WFO/WFM providers. In case there is a delay beyond the time-lapse allowed to resume recording, the Privacy Shield feature auto-resumes the recording.

July 2020

Stereo Recording

The Stereo Recording feature provides both caller and receiver's audio stream as two separate audio channels within a single recording file versus a single mono file (where the audio is mixed into a single stream). This enables voice analytics.

Issue Number

Description

CSCvr58653

In MM QMonitor, all the ContactsInQ are not displayed.

CSCvr86648

Email does not poll if the mail does not have a subject header.

Issue Number

Description

CSCvr64907

Reports are not available for the agents who were migrated from R9 to R10.

CSCvr64945

Logged in agents not seen on TAM though seen on JACG

CSCvr64617

One jACG instance ( jACG [10.0.0.813]) went into bad state and caused agent logins to fail.

CSCvr64598

jACG log level change does not need service restart.

Issue Number

Description

CSCvr96219

Cannot download the Skill Profile Report from Tenant Management Portal for the R10 tenant OceanX.

CSCvr92052

Issues in the bulk upload of DN for EP from Tenant Management Portal for the R10 tenant OceanX.

CSCvr59785

Cannot download Routing report from the dashboard post Kafka/Portal upgrade.

CSCvr59620

Timezone changes are not updated for Routing Strategies at Tenant Level.

CSCvs11310

Historical reports for the agents who migrated from R9 to R10, are unavailable in Legacy Customer Dashboard.

Issue Number

Description

CSCvr78799

Multiple Agents are missing from Realtime time analyzer reports.

CSCvr81129

Loads of TemporalAggregationOrchestrator errors on production, almost 5 every second.