What's New in Context Service

Pagination and Search Updates in the Context Service SDK

July 11th, 2018

You can now use the Context Service SDK to navigate between different pages of search results. Use the startIndex search parameter to specify the number of results to skip before Context Service returns your results. Context Service now automatically adds the totalHits of your search results to the SearchParameters object. You can sort search results by using the sortedBy parameter. You can also return search results in either ascending or descending order by using the sortOrder parameter. For more information, see Search Objects in the Context Service SDK Guide.

Links in the Customer Context Gadget

July 10th, 2018

You can now click links in the Customer Context gadget to open them automatically in a new tab. This feature includes links in the customer details, request details, activity details, and comments. You can click links in the request details or the activity details even when the request or the activity is not editable. You can use this feature to add links containing CRM information to the Customer Context gadget that agents can easily access.

Enhanced Customer Context Gadget

July 3rd, 2018

The Enhanced Customer Context gadget is now available in Cisco Finesse. The Enhanced Customer Context gadget includes a detailed customer journey that groups activities under customer requests. You can now manage request and activity information, move activities to different requests or different customers, and add comments to activities. For the full list of new features and instructions on how to enable the Enhanced Customer Context gadget, see Enable the Enhanced Customer Context Gadget.

Context Service SDK Version 2.0.5

May 30th, 2018

The 2.0.5 version of the Context Service SDK features an updated object model. Customer, Request, and Pod (activity) are now different ContextObject types. The Customer, Request, and Pod classes still work in the 2.0.5 release, but are deprecated. You cannot get or update requests that you create using the Request class. The 2.0.5 SDK version also includes a new ContextObject type called detail. Details provide additional information on a request or an activity. Context Service now requires that you associate each:

  • Request with a customer.

  • Detail with either a pod (activity) or a request.

For more information on how to associate the different ContextObject types, see Context Object Associations in the Context Service SDK Guide.

Context Service now uses state to determine when you can modify the different object types. For more information, see Object State in the Context Service SDK Guide.

The 2.0.5 version of the Context Service SDK also has updated sample code. You can view the updated sample code in the Context Service Sample Code github repository.

For the complete list of changes in the Context Service SDK , see the Context Service SDK Guide Release Notes.

Personalized IVR Experience Use Case Project

March 9th, 2018

Context Service now has an example use case project that demonstrates using customer and activity information stored in Context Service to:

  • Deliver a personalized greeting to customers.

  • Route calls dynamically using Context Service tags.

  • Detect and route repeat callers.

  • Alter the IVR call flow if certain customer information is not available.

For more information, see the Personalized IVR Experience Project documentation on DevNet. You can download the project files from the DevNet CVP sample code repository.

Customer Journey Enhancements in Cisco Spark Care Desktop

March 7th, 2018

The Cisco Spark Care Desktop UI now displays the new Request fields. Requests represent a specific customer issue and allow you to capture the intent of the customer. The UI now also groups all Activities (customer interactions) with a Request in the Customer Journey. You can use the Customer Journey to view the different customer interactions involved with resolving each customer issue. You can move Activities to different Requests. Activities now have tags. For more information, see the Spark Care Desktop Overview.

Remove Nodes from Hybrid Context Clusters

December 13th, 2017

You can now remove nodes from Hybrid Context Clusters in Cisco Webex Control Hub. You can only remove a node if there are multiple nodes in the cluster and the node being removed is offline.

For more information, see Manage Hybrid Context Clusters.

Customer Context Gadget Update

November 17th, 2017

The Customer Context gadget no longer automatically creates new customer records. When a customer contacts your organization for the first time, they are shown in the Customer Context gadget UI and their information is automatically populated in the customer information form. Agents must click Create in the customer information form to create a new customer record.

For more information, see Automatically Populate New Customer Information.


Single Select Lists in Cisco Webex Control Hub

September 6th, 2017

You can now create single select fields in Cisco Webex Control Hub. Using a single select field you can:

  • Create or delete single select options.

  • Reorder single select options.

  • Set or remove the default single select option.

You can perform these actions even when the field is in use. For more information, see Manage Context Service Fields.


Field or Fieldset Limit Update

July 31, 2017

You can now create up to 100 custom fields and 1,000 custom fieldsets for your organization.

Gadget Enhancements

July 26, 2017

You can now store the customer's preferred language by using the new Context_Preferred_Language field added to the cisco.base.customer fieldset.

  • Agents can now select a customer's preferred language from a drop-down list while interacting with a customer.

  • You can now use Cisco UCCX and UCCE IVRs to lookup a customer's preferred language.

Manage Hybrid Context Service Clusters from the Cisco Webex Control Hub

May 15, 2017

Partners and Administrators can access Context Service clusters registered for your organization from the Cisco Webex Control Hub.

For more information, see Hybrid Context Service.

Manage Hybrid Context Service Fields and Fieldsets

May 15, 2017

Partners and Administrators can access Context Service fields, and fieldsets from Cisco Webex Control Hub to:

  • View Cisco base fields and fieldsets.

  • Add and edit fields and fieldsets specific to your organization.

For more information, see Manage Context Service Fields and Manage Context Service Fieldsets.

Automatically Entitle All Partners with Context Service

February 9, 2017

All partner organizations using Cisco Customer Care products are now automatically entitled for Context Service.

Move Activity

January 17, 2017

You can now move an activity from one customer to another.

You can only move editable activities to a new or existing customer record.

Open and Recent Customer List Maintained When Browser Refreshes

January 17, 2017

When the browser reopens after a refresh, the Customer Context gadget maintains the list of open and recent customers. The gadget also maintains:

  • The same order of open and recent customers in the list.

  • Edit state of activities that originate outside the Cisco Finesse desktop. For example, activities originating from a customer phone call, email, or chat session remain editable.

You may lose any unsaved data when the browser refreshes.

Internet Explorer 11 Support

January 11, 2017

Context Service now supports Internet Explorer 11 for registering components in Unified CCE Administration, Cisco Finesse Administration, Unified CVP Operations Console, and Unified CCX.

Automatically Create Customer

December 15, 2016

The Customer Context gadget can now automatically create a customer record when certain information is available in the incoming activity. As of November 17, 2017 this feature is deprecated. The Customer Context gadget now populates certain available customer information in the customer information form. Agents must click Create in the customer information form to create a new customer record.

For more information, see Automatically Populate Customer Information.

Customer Record Enhancements

December 2, 2016

Enhancements to the customer record include:

  • Custom fields in the Customer object are now visible in the Customer Context gadget. The custom fields appear in the customer record below the default fields and in the order in which they are created. Values for custom fields can now be modified.

  • In read-only mode, fields in the customer record with no value are now suppressed. Previously, these fields displayed a value of None. All fields are visible in edit mode.

  • In read-only mode, if the text in a field exceeds the width of the field, the text now wraps instead of truncating.

Warning When Record or Activity Modified Externally

November 22, 2016

If an activity or customer record is modified externally (for example, by another agent), the Customer Context gadget displays a warning when you attempt to save the customer record. You can then choose to either load the changes or overwrite them.

Gadget Notification Enhancements

November 21, 2016

The way the Customer Context gadget displays the incoming activity has changed. Previously, the gadget placed focus on the new customer. Now, the gadget displays a notification for incoming activity. The gadget also displays a notification counter.

If there is one incoming activity, you can click Switch to switch to the customer record associated with the new activity. If there are more than one incoming activities, you can click View to open the side panel (if it is collapsed). Customer records associated with the incoming activities appear in the side panel.

Gadget Enhancements

November 11, 2016

  • The Customer Context gadget now displays any errors or notifications that occur when you have open customers or activities.

  • You can now refresh the Customer Context gadget when an initialization or network error occurs.

Side Panel Enhancement

October 11, 2016

The side panel of the Customer Context gadget now retains its state when collapsed and recalls its state when expanded. For example, search for a customer and then collapse the side panel. When the side panel is reopened, the panel displays the search tab with the original search results.

New Search Feature

September 21, 2016

The Context Service search capability has been enhanced to enable granular searching from the Context Service Java SDK. This allows you to search data by specific fields. This change does not affect data created after September 21, 2016. However, data created before September 21, 2016 will no longer be searchable until you migrate your data to be compatible with the new data format.

With this new capability, Context Service Search now enforces the key when you search for a key:value pair. For example, you have two users, one with the first name Thomas and a second with the last name Thomas. Search would return values for both keys. Now, search is granular and searching for first_name:Thomas you gets only the records where just the first_name is Thomas. To learn more about Context Service search, see the Context Service SDK Guide.

Context Service Now Available with Unified Contact Center Release 11.5

September 14, 2016

You can now use Context Service out-of-the-box from Unified Contact Center Enterprise and Express products.

Context Service Features:

  • Flexible and secure data repository to store your customers' journey data across multiple channels.

  • Enriched Self-Service, Routing, and Agent Desktop experience, with contextual data of prior customer activity across multiple channels.

  • Ability to automatically capture breadcrumbs for email, chat, and tasks.

  • Case insensitive search across both encrypted and unencrypted data.

  • Rich and dynamically updatable agent desktop experience that:

    • Displays entire customer journey across multiple channels.

    • Manages customer profile and activity details.

    • Maintains open and recent customer list.

    • Finds customers by searching on any customer profile data, including custom fields.

  • APIs to integrate Context Service with your business applications, available on the Cisco Developer Network website.

Currently Context Service data is stored in data centers based in the United States. See Context Service Offering Description for more details on terms of service.

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