We are excited to announce the XTIUM Contact Suite (XCS) v2024.11 release will be available on December 8, 2024

NOTICE:

XCS will deprecate API v1 by EOY 2024. Make sure you are implementing V2 using this URL https://xcs-api.voip.xtium.com/API/v2/<XXX> 

Enhancements

  1. Supervisor Client - Campaign Performance tab was separated into two tabs - Shift Performance and Long-Term Performance.
  2. Supervisor Client - Delegate Abandoned Interactions Automatically will now ignore Short Abandons as defined in SETUP->BP->Handling timeouts->Short Abandoned Time Threshold.
  3. System Admin - The 'Agent Private Phone' flag was added to enable organizations to disable the option for agents to switch their extension to a Private phone or a Custom Phone number. Please call support to enable/disable the Agent Private phone feature.
  4. Agent Client - Propagate interaction variable updates to the Agent Client Interaction Details section after the interaction was offered or answered by the agent.
  5. Report Scheduler Subscriptions - Add a new column of type DateTime including time zone - "Last Successful Execution".
  6. Report Scheduler Subscriptions - Notification email to report subscription user when subscription fails to execute
  7. eWallboard - Add Info page.
  8. Wallboard - Ability to edit the Wallboard name.
  9. eSupervisor - The supervised interaction card header row is aligned to the top of the card.
  10. eSupervisor - Supervised Interactions - Support all Agent states in the Agent State filter.
  11. eSupervisor - Remove max cards limit.
  12. eSupervisor - Supervised Agents - Re-Order Columns improvement.
  13. eSupervisor - Supervised Agents - Sort Arrow improvement.
  14. SETUP - Speech-enabled Prompt and Collect activities that are configured as Interruptible were improved, taking into consideration long prompts, calculating their duration, and then extending the max speech recording timeout accordingly.
  15. SETUP - Prompt & Collect Selection Activity - Media Type Chat - Support selection by a label that has 2 or more words.
  16. SETUP - Improved search results.
  17. SETUP - In Load Dynamic routing data activity, if DRD fields are not defined a tooltip message is displayed.

Bug Fix

  1. eAgent Dashboard - Queue Status Card - Number of Busy agents shows inaccurate count while BP agents were in Consult state.
  2. eAgent - Interaction details - Presenting default value instead of empty fields for NULL data.
  3. eAgent - Remarks are not shown in the interaction window until a new remark is added.
  4. Supervisor - UI exception while handling an interaction.
  5. Supervisor client terminal registration failure on startup not handled gracefully.
  6. SETUP - Referenced entity errors in implementation export and import.
  7. SETUP - Dynamic Routing Data - Import Error.
  8. SETUP - REST API - HTTP parameters should support identical names on different APIs.

What do you need to know?

  1. Any changes made to your environment must be fully deployed via Setup before the upgrade and previously deployed versions will no longer be available after the upgrade.
  2. If your organization is staffed during maintenance, they will experience a short period of downtime (less than 10 minutes).
  3. Users will be notified on their first login after the upgrade to accept and download the newest update. Please instruct your users to accept the application update.
  4. For more details about the steps, each customer can take after the release, see the Post-Release Testing.