Documentation:PSAAS:RN:CXC:Public

CX Contact

Note: Not all changes listed below may pertain to your deployment.

• June 19, 2019 (9.0.000.13)
• May 8, 2019 (9.0.000.12)
• April 2, 2019 (9.0.000.11)
• February 28, 2019 (9.0.000.10)
• January 15, 2019 (9.0.000.09)
• December 6, 2018 (9.0.000.08)
• November 2, 2018 (9.0.000.07)
• October 2, 2018 (9.0.000.06)
• Known Issues

June 19, 2019 (9.0.000.13)

What's New

Contact list

• When editing a contact list, the Caller ID is now displayed and can be modified.
• When importing a contact list, you now see a progress bar in the Size column. The progress bar displays the current status of the import process.

List Rules

• Contact Time rules are no longer limited to 15-minute increments. You can now specify a value (in Minutes) in the Minutes option.

Suppression lists

• It is now possible to manually delete contact information records from a suppression list.

List Builder

• List Builder now nullifies binary characters during ingestion.

User defined field labels

• When creating a List Automation job for exporting contact lists, it is now possible to select a Use label option. This option replaces the Other1-OherN fields with the field names from the associated list labeling schema.
• When downloading a contact list from the User Interface, CX Contact now replaces the other1-OtherN user-defined fields with the field labels assigned to the contact list.

Analytics dashboard

• It is now possible to configure the Time format on an Analytics dashboard.
• CX Contact Analytics now includes a new User Actions index to audit user events. The system administrator can now track who did what and exactly when.
• The CX Contact Analytics SanKey panel can now support additional parameters. Previously, this panel only supported three parameters.
• You can now edit a CX Contact Analytics dashboard label. This new option enables you to define each system field value name.

User Interface

• A yellow warning icon was added next to problematic services in the About Help > Current Version section of the User Interface.
• The User Interface now supports a tabular layout, meaning that pages now open in new tabs, allowing you to easily switch back and forth between tasks. Previously, the current page closed when you navigated to a new page within the User Interface.

Resolved Issues

• A delivery confirmation message is now sent when an email is sent from an email dialing profile. (CLOUDCON-7293)
• You can now write an email using an email address that contains both upper and lowercase letters. (CLOUDCON-7292)
• The default Email Opt Out Suppression list appears as a required suppression for Email dialing profiles alone. (CLOUDCON-7264)
• You can now send an SMS with more than 160 characters. Sending an sms with more than 160 characters is enabled with SMS Concatenation. That is, delivering content with more than 160 characters requires the system to send multiple sms's that can lead to a cost implication. (CLOUDCON-7262)
• The Max Queue Size value and the Minimum and Optimal Buffer size values on the Advanced tab are now transferred to the CME Campaign Object settings successfully. (CLOUDCON-7253)
• When previewing imported HTML in an Email profile, all of the preview content is contained within the preview frame. (CLOUDCON-7251)
• Records are no longer flushed from a contact list that is created using an Upload rule whose target contact list does not have new records. (CLOUDCON-7214)
• Data associated with the Last Modified Date on the Lists tab is now updated when the Flush and Append option is selected. (CLOUDCON-7213)
• A delivery confirmation message is now sent when an SMS is sent from an SMS dialing profile. (CLOUDCON-7165)
• CX Contact performs as expected when you configure splitting criteria for a Selection rule within an Upload rule. (CLOUDCON-7137)
• The At (@) symbol cannot be included in a Campaign Group name. (CLOUDCON-7104)
• In Power (Email & SMS), Power IVR, Progressive IVR, and Push Preview modes the minimum and optimal buffer values are now displayed as percentages on the Dialing Profile > Advanced tab. (CLOUDCON-6924)
• When creating a Voice Dialing Profile using a Campaign Template, a loading animation is now displayed after you click Create or Create and Run. (CLOUDCON-6696)

May 8, 2019 (9.0.000.12)

What's New

Analytics Tab

• The following enhancements have been made to the Analytics tab in the CX Contact user interface:
  • The navigation bar now continually floats at the top of the Analytics tab. This allows the user to access the navigation bar without scrolling to the top of the page.
  • You can now save multiple dashboard views per Elasticsearch index.
  • You can now resize each Analytics tab panel when editing the panel.
  • You can now rename a panel after it is created.

Dialing Profile

• The Call wait connected timeout option is now a permanent option in the Dailing Profile > Advanced tab. Users can now easily and quickly set a maximum value for the timeout by seconds option. This option specifies the timeout, in seconds, between dialing (or first ring) and the determination that the called party is not answering.

Selection Rules

• The following changes and enhancements have been made to Selection Rules:
  • When you create or edit a Selection rule with Field set to Device1 - Device10, two new operators are available:

    is valid

    is not valid

    These operators provide device validation during ingestion against the Genesys Integrated Global Numbering plan.

  • The not in operator is now available where Field is set to Device1 - Device10 and Type is set to any of the following:

    Area Code

    Exchange

    Timezone

    State Code

    Country Code

  • CX Contact now supports decimal values for the Type->Numeric filtering criteria. Previously, CX Contact supported full integers only.
  • CX Contact now supports the is not empty operator.

Custom Time Zone map

• Custom Time Zone is now stored as a script object within the configuration server. As a result, you can now control permissions and access to the Custom Time Zone objects.

Suppression List Record Retention

• When configuring a suppression list it is now possible to specify the duration of the record retention. This means that records added to the suppression list will be retained within that suppression list for the period of time they are configured and automatically purged at the end of that duration.

Resolved Issues

• When using a fixed position within a data mapping scheme, an error that restricted users from overlapping fields no longer occurs. Additionally, the overlapping fields are now highlighted yellow. (CLOUDCON-6832)

April 2, 2019 (9.0.000.11)

What's New

SMS Channel

• CX Contact now includes support for the SMS channel. More specifically, you can use the CX Contact user interface to do any of the following:
  • Create SMS outbound alert templates for one-way text messaging campaigns.
  • Create and modify message content for initial outbound messages, opt-out/stop responses, and help responses.
  • Personalize message content (for example, greet the customer by name).

  Refer to the Create an SMS Template page in the CX Contact Help manual for more information.

Email Channel

• CX Contact now includes support for the Email channel. More specifically, you can use the CX Contact user interface to do any of the following:
  • Create outbound email alert templates.
  • Use a built-in visual editor to create message content (text and images) or upload an HTML file that contains the message content.
  • Personalize message content (for example, greet the customer by name).
  • Add an Unsubscribe option.

  Refer to the Create an Email Template page in the CX Contact Help manual for more information.

Suppression

• When a contact uses the Opt-out or Unsubscribe option within a text message or email, the record is automatically added to a contact suppression list, called CXContactSMSOptOut and CXContactEmailOptOut, respectively. These suppression lists have the following characteristics:
  • The type is set to Device.
  • The suppression list is set to Required.
  • The suppression list Never expires.
  • The suppression list cannot be deleted.

Analytics

• You can now use the Analytics tab in the user interface to create custom dashboard views of the following Elasticsearch data:
  • Device imports
  • Pre-loading events
  • Campaign Group events
  • Call results
  • Contact history
  • SMS/Email events

February 28, 2019 (9.0.000.10)

Resolved Issues

• CX Contact has discontinued support for FTP protocols for list automation jobs and now only supports SFTP protocols. (CLOUDCON-6051)
• The Contact Search functionality now functions as expected. Previously, if you attempted to delete a contact using the Contact Search page, CX Contact returned an error. (CLOUDCON-6274)
• CX Contact no longer returns an error after an update to a campaign group. Previously, in this scenario, CX Contact returned a Disposition Code Not Found error, even when the Use Disposition Codes switch on the Treatments tab was set to the Off position. (CLOUDCON-6216)
• Formatting issues with values populated in the Attempts > Remain column on the campaigns dashboard have been resolved. (CLOUDCON-5640)
• You can now flush all records from a contact list and then manually remove the empty contact list from a campaign group. Previously, once a contact list was flushed of its records, you couldn’t manually remove it from a campaign group. (CLOUDCON-6415)
• Statistics on the campaigns dashboard now populate as expected. Previously, some fields displayed zero (0) values. (CLOUDCON-5639)

January 15, 2019 (9.0.000.09)

What's New

Historical reporting

• CX contact now supports historical reporting of unattempted (suppressed) records through Elasticsearch and Genesys Info Mart. Once CX Contact writes the data to an Elasticsearch index, Genesys Info Mart extracts the data and transforms it into Genesys Info Mart LDR_* tables.

Treatments

• CX Contact now supports call treatments based on disposition codes. In the event a treatment is defined for both a call result and a disposition code, CX Contact gives priority to the disposition code when applying the call treatment.

• For call treatments (Retry Options), the Apply to Record menu now includes a Suppress option that allows you to suppress a record (by client ID or by phone number) that meets the treatment criteria. When you select this option, you must specify a suppression list for the suppressed record from the new Suppression List menu, which contains all suppression lists set to Never expire.

  Refer to the Delivery and Retry Options page in the CX Contact Help manual for more information.

Filtering Rule

• On the General tab of a dialing profile, campaign template, and campaign group, a new Filtering Rule menu replaces the following menus:
  • Labels
  • Contact Order
  • Ascending/Descending

  A filtering rule encompasses all of these options.

Campaigns dashboard

• The List Size field has been renamed List Size/Devices, and the Filtered field has been renamed Contacts Filtered/Devices Filtered. The previous release (9.0.000.08) introduced the new Devices and Devices Filtered statistics but excluded updates to the field names.

Resolved Issues

Campaigns dashboard

• If you expand a campaign template to reveal its campaign groups and contact lists, and then you navigate away from the page, CX Contact now retains the expanded layout. Previously, in this scenario, all campaign objects collapsed when you navigated away from the page. (CLOUDCON-5949)

• Cells now scale automatically to fit the contents of the cell. Previously, values exceeding 10,000 in the List Size/Devices and Contacts Filtered/Devices Filtered fields spilled outside of the cell. (CLOUDCON-5916)

• Abandoned statistics now display as expected. Previously, the Abandoned % column displayed 0 values. (CLOUDCON-5863)

December 6, 2018 (9.0.000.08)

What's New

List Rules

• A new Filtering rule allows you to sort and order contact data within a contact list. This rule can be applied and updated while a campaign group is running. The Filtering rule replaces the Contact Order option on the General tab of a dialing profile, campaign template, and campaign group.
• There are now two types of Upload rules:
  • Contacts - The selection rule applies to a contact list.
  • Suppression - The selection rule applies to a suppression list.
• There are now three types of Selection rules:
  • Contacts - The selection rule applies to a contact list.
  • Suppression - The selection rule applies to a suppression list.
  • Advanced - The selection rule applies to a contact list export and filtering rules. When defining the filtering criteria for this type of rule, you can now define an SQL WHERE clause in place of the standard visual editor.
• You can now duplicate a condition set being applied to a selection rule.

Related documentation: Create and Manage List Rules

Campaigns dashboard

• On the Campaigns dashboard, the Filtered cell now includes the total number of filtered devices from the contact list, in addition to the total number of filtered records. The count is displayed as Records Filtered/Devices Filtered.

• On the Campaigns dashboard, the List Size cell now includes the total number of devices contained in the contact list, in addition to the total number of unique records. The count is displayed as Record Count/Device Count.

• On the campaigns dashboard, the Expand All option, which is used to view campaign groups and contact lists associated with each campaign template, now functions as follows:
  • Click Expand All once to view all campaign groups associated with each campaign template.
  • Click Expand All again to view all contact lists associated with each campaign group.
  • The Collapse All functionality remains unchanged.

Related documentation: View Campaign Statistics

Contact lists

• Contact lists exported from CX Contact now include compliance classification data for each device (record in chain), including:

  Wireless

  Duplicate Position

  Duplicate List

  International

  Ends in 00

  Ends in 000

  TPS/DNC

  Toll Free

  Duplicate Contact

  Contains Extension

  VoIP

• Contact lists exported from CX Contact now store all devices associated with each record in a chain.

Campaign group

• You can now create a campaign group against an individual campaign template using the More Actions menu (displayed as an ellipsis) on the Campaigns dashboard. When you do this, the campaign template and associated parameters will automatically populate on the New Campaign Group page.

Related documentation: Create and Manage a Campaign Group

Compliance tools

• You can now duplicate Attempt rules and Location rules. The duplicated rule will inherit all settings from the original rule, but you can change any or all of them. If you do not change the name of the rule, it will inherit the name of the original rule, with _duplicate# appended to it.

Related documentation: Compliance Tools

Context-sensitive help

• The user interface now contains a context-sensitive help tool that enables you to view help content relative to the page you're viewing in the user interface. To access the tool, click the question mark icon in the top right-hand corner of the user interface.

UI improvement

• The width of each menu on the General tab for a dialing profile, campaign template, and campaign group has increased by 50 percent.

November 2, 2018 (9.0.000.07)

What's New

Data mapping

• The new data mapping feature is an alternative to using an input specification file to map contact data to fields in a CX Contact contact list. You can create a data mapping schema for either a fixed-position file or a delimited file and then apply the schema to a list being imported into CX Contact via manual import or via List Automation. For detailed instructions, visit the Create a Data Mapping Schema page in the CX Contact Help manual.

Increment retry option

• For call treatments, the Increment retry option is no longer a mandatory option. Previously, if you selected Retry in from the Apply to Record menu, you had to define an increment value.

Campaigns dashboard

• The media control icons have increased in size and now use the following color scheme:
  • Play - Green
  • Pause - Blue
  • Stop - Red

• A new status bulb displays next to the media controls to indicate the status of a campaign group. It uses the following color scheme:
  • A green status bulb indicates that the campaign group is running
  • A blue status bulb indicates that the campaign group is paused
  • A grey status bulb indicates that the campaign group is inactive

Campaign group

• An icon now displays next to the name of a campaign group to indicate the type of dialing mode the campaign group uses. When you hover over the icon, the name of the dialing mode and associated optimization parameters display in a text box. Refer to the View Campaign Statistics page in the CX Contact Help manual for more information.

October 2, 2018 (9.0.000.06)

What's New

Initial release

• This is the first release of CX Contact to PureEngage Cloud. CX Contact is a web-based application that enables you to set up and manage outbound campaigns. Key capabilities include the following:
  • Campaigns - Set up and manage outbound campaigns and monitor the status of active campaigns in real-time.
  • Lists - Import contact lists, apply upload rules to a list, create list automation jobs, and define user field labels.
  • Compliance - Restrict contact attempts to records within a contact list and import or manage contact suppression lists.
  • Settings - Define or edit CX Contact settings.

The supported features and functionality are documented in the CX Contact help.

Known Issues

There are currently no known issues.