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CX Mobile Release 2.1.35

Release date: 2024-02-05  : CX Mobile for Genesys Cloud 

New Features

  • CX Mobile Agent & Manager: 
  • - New application packages published following app rebranding to CX Mobile
  • - Added phone idle screens depending on user status (On or Off queue)
  • - Added capability to navigate away and back to phone screen during active call providing access to all app screens with quick switch back to call control screen.

Feature Corrections & Fixes

  • CX Mobile Agent & Manager: 
  • - Multiple UI enhancements

Known limitations

  • - Video is not supported

CX Mobile Release 2.1.32

Release date: 2024-01-24 : CX Mobile for Genesys Cloud 

New Features

  • CRM integration:
  • - Implementation of Remote Phone capabilities. Agents can switch between phones to receive ACD calls.
  • - CRM (MS Dynamics, SFDC and Other CRM) card displayed first on incoming calls
  • - Users can swipe between 3 cards: CRM data, Conversation data and visual Call flow
  • - Implementation of an option allowing to put the user off Queue when a mobile call is detected. This is to avoid getting an ACD call while on other mobile call.

Feature Corrections & Fixes

  • CX Mobile Agent & Manager: 
  • - Phone selection: correction of phone filtering
  • - Added timestamp for token expiration push notification 
  • - Corrections to WebRTC error handling
  • - Logout notifications: the last 3 notifications are kept instead of only the latest one (5 min before token expiration)

Known limitations

  • - Video is not supported

CX Mobile Release 2.1.27

Release date: 2024-01-08 : CX Mobile for Genesys Cloud 

New Features

  • Web Messaging:
  • - Added typing indicator
  • - Added image rendering in web messages
  • - Added Send image in web messaging toolbar

Feature Corrections & Fixes

  • CX Mobile Agent & Manager: 
  • - Fixed Authorization flow following user role change (switch from Agent to Manager and vice versa)
  • - Replaced last token used time stamp with user last login timestamp
  • - Fixed Go off queue when not Responding

Known limitations

  • - Support for remote mobile agents is under development
  • - Social messaging is under development
  • - Video is not supported yet

CX Mobile Release 2.1.25

Release date: 2023-12-15 : CX Mobile for Genesys Cloud 

New Features

  • - WEM Optimizer has been rebranded to CX Mobile
  • - Updated Web Messaging End message modal screen
  • - Updated Backend Services to support firebase notifications for web messaging

Feature Corrections & Fixes

  • CX Mobile Manager: None
  • CX Mobile Agent: None

Known limitations

  • - Support for remote mobile agents is under development
  • - Social messaging is under development
  • - Video is not supported yet

CX Mobile Release 2.1.20

Release date: 2023-12-01 : CX Mobile for Genesys Cloud 

New Features

  • - Added Web Messaging
    • - List of web messaging conversations with the capability to switch between these
    • - Messaging: list items
      • Display contact custom attributes
      • Display the last conversation message
      • Display conversation details
      • Display indicator for unread messaged for each channel
    • - Messaging: chat panel
      • Display contact custom attributes when pressing corresponding avatar
      • Retrieve contact name from message attributes
    • - Messaging: toolbar
      • End message action
      • Transfer action
      • wrap up 
    • -Messaging: Alert panel for incoming messages
      • Display contact name from message attributes
      • Display custom attributes in table format
      • Display alerting timeout progress
      • Implement answer and reject messages

Feature Corrections & Fixes

  • CX Mobile Manager: None
  • CX Mobile Agent: None

Known limitations

  • - Support for remote mobile agents is under development
  • - Operational console alerts are under development pending final release of Genesys Cloud API (currently in preview)
  • - Social messaging is under development
  • - Video is not supported yet

CX Mobile Release 2.1.10

Release date: 2023-11-18 : CX Mobile for Genesys Cloud 

New Features

  • - Call history: Added Voice Quality indicator for each call participant
    • - Updated call flow section with visual voice quality indicators
    • - Call quality is classified in 5 levels (excellent, good, medium, low, poor)
    • - The call flow depicts the call quality through the corresponding colored icon for each call participant
  • - Enhanced mobile connectivity over websockets
    • - Automatically recover connection after internet connection is restored
    • - Automatically reconnect and change channelId in case of an error
    • - Enhancement of ping mechanism to maintain websocket connectivity
  • - Enhanced Backend Services to ensure faster firebase notifications are pushed to mobile devices

Feature Corrections & Fixes

CX Mobile Manager: The following feature fixes are included in this release

  • - WebRTC phone:
    • - Enhanced dynamic topic subscription management
    • - Optimized API usage
    • - Improved exception handling

CX Mobile Agent: The following feature fixes are included in this release

  • - WebRTC phone:
    • - Enhanced dynamic topic subscription management
    • - Optimized API usage
    • - Improved exception handling

Known limitations

  • - Support for remote mobile agents is under development
  • - Operational console alerts are under development pending final release of Genesys Cloud API (currently in preview)
  • - Web and social messaging not supported yet
  • - Video is not supported yet

CX Mobile Release 2.1.5

Release date: 2023-11-06 : CX Mobile for Genesys Cloud 

New Features

  • - Added option to control user recording on the app web portal
    • - user recording can be enabled/disabled by profile as Genesys doesn't provide a specific permission for this feature
  • - Enhanced forward calls feature
    • - Added chevron on user's picture to easily detect call forwarding when enabled

Feature Corrections & Fixes

CX Mobile Manager: The following feature fixes are included in this release

  • - Documents:
    • - Updated audit API to replace deprecated one
  • - WebRTC phone:
    • - Updated wrap up workflow to better handle conversations pending wrap up completion
    • - Added user recording control to enabled/disable it based on profile configuration
    • - Fix call forwarding algorithm
    • - Wrap up notes are now retrieved in case updated during the conversation

CX Mobile Agent: The following feature fixes are included in this release

  • - Documents:
    • - Updated audit API to replace deprecated one
  • - WebRTC phone:
    • - Updated wrap up workflow to better handle conversations pending wrap up completion
    • - Added user recording control to enabled/disable it based on profile configuration
    • - Fix call forwarding algorithm
    • - Wrap up notes are now retrieved in case updated during the conversation

Known limitations

  • - Support for remote mobile agents is under development
  • - Operational console alerts are under development pending final release of Genesys Cloud API (currently in preview)
  • - Web and social messaging not supported yet
  • - Video is not supported yet

CX Mobile Release 2.1.0

Release date: 2023-10-20 : CX Mobile for Genesys Cloud 

New Features

  • - Added conference feature
    • - Added a screen to selected users and/or recent participants
    • - A badge is displayed with conference participants when participant screen is minimized
    • - Implemented mute, hold and remove conference participant actions
  • - Added forward calls feature

Feature Corrections & Fixes

CX Mobile Manager: The following feature fixes are included in this release

  • - Metric board:
    • - Updated survey query to be in logged in user timezone instead of UTC 
  • - WebRTC phone:
    • - Updated alert screen workflow when ACW is set to agent requested
    • - Not responding notification was sometimes received with a delay. For such cases an additional check of user routing status in Genesys Cloud

CX Mobile Agent: The following feature fixes are included in this release

  • - Metric board:
    • - Updated survey query to be in logged in user timezone instead of UTC 
  • - WebRTC phone:
    • - Updated alert screen workflow when ACW is set to agent requested
    • - Not responding notification was sometimes received with a delay. For such cases an additional check of user routing status in Genesys Cloud

Known limitations

  • - Support for remote mobile agents is under development
  • - Operational console alerts are under development pending final release of Genesys Cloud API (currently in preview)
  • - Web and social messaging not supported yet
  • - Video is not supported by Genesys Cloud yet

CX Mobile Release 2.0.1

Release date: 2023-10-10 : CX Mobile for Genesys Cloud 

New Features

  • - Updated webRTC phone for Communicate users
  • - Added support for integrating mobile phone contacts for all webRTC phone users
  • - Added rename and delete recordings features for multiple recording segments for communicate user calls
  • - Enhanced contact history by displaying various chevron icons indicating flagged call, missed call or scheduled callback for the conversation
  • - Added firebase notification for token expiration to prompt users with confirmation of session extension and prevent auto-logout
  • - Moved app version checked to login screen to automatically prompt users for app upgrade when available

Feature Corrections & Fixes

CX Mobile Manager: The following feature fixes are included in this release

  • - Optimized API calls for Estimated Waiting Time in WebRTC phone contact and transfer, consult screens
  • - Enhanced firebase notifications to detect call end if answered on another device

CX Mobile Agent: The following feature fixes are included in this release

  • - Optimized API calls for Estimated Waiting Time in WebRTC phone contact and transfer, consult screens
  • - Enhanced firebase notifications to detect call end if answered on another device

Known limitations

  • - Conference is not available as Genesys API is still in beta
  • - Support for remote mobile agents is under development
  • - Operational console alerts are under development pending final release of Genesys Cloud API (currently in preview)
  • - Web and social messaging not supported yet
  • - Video is not supported by Genesys Cloud yet

CX Mobile Release 2.0.0

Release date: 2023-09-01 : CX Mobile for Genesys Cloud 

New Features

  • - Added webRTC feature
  • - Support for Inbound, Outbound calls as well as callbacks.
  • - Voicemail and Contact history 
  • - Support for multiple interactions

Feature Corrections & Fixes

CX Mobile Manager: The following feature fixes are included in this release

  • - Planning group forecast chart display corrections
  • - Score card modal screen to load historical data is only automatically closed when data for all users is retrieved.
  • - Schedule activities were incorrectly displayed after updating time zone
  • - Explanation requests were not automatically updated when approved or denied

CX Mobile Agent: The following feature fixes are included in this release

  • - Schedule activities were incorrectly displayed after updating time zone
  • - Explanation requests were not automatically updated when approved or denied

Known limitations

  • - Conference is not available as Genesys API is still in beta
  • - Web and social messaging not supported yet
  • - Video is not supported by Genesys Cloud yet