Extension Activation Troubleshooting Support

Extension Activation Dashboard

Under the Analysis section, we have introduced an Extension Activation Dashboard to log extension activation error details to assist with troubleshooting ResolveAX Agent Extension installation. Previously, users encountered a generic "Failed to Configure the ResolveAX Extension" message, providing limited information about the underlying issue. With this enhancement, users can now access detailed error information directly within the Analysis Portal and significantly reduce the mean time to resolve extension deployment issues. With the new level of logging, the Extension Activation result now includes “Installation Id”. Installation Id is a unique string identifying a specific Agent Extension instance. Installation Id can be viewed clicking on the ResolveAX Extension icon in the browser toolbar.

Filter Panel Redesign

The filter panel has been transformed into a collapsible side panel, maximizing screen space for the results across the ResolveAX platform. This new vertical filter panel provides more room for displaying data. Additionally, users can now save and reuse frequently used filter combination by saving a Preset. This provides enhanced user experience as users save and reuse filter combinations for faster data analysis.

The filter panel is now located on the left side of the browser window and can be expanded or collapsed as needed. Users can apply filters as before, with the added ability to save specific filter combinations for later use. Saved filter combinations can be easily accessed and applied with a single click.

In addition, to further maximize available screen space, the Trend graph appearing at the top of the window in Monitoring, Overall Trend and Analysis Dashboards can also be collapsed or expanded by clicking on the arrow  located to the left of the trend graph. When utilizing a ”zoom-in” feature of the trend graph, an exclamation point icon will appear next to the collapse/expand arrow

Enhancement to Access Key Management

Under Administration > Access Keys, users can now see a visual representation of the health of their Activation (Priming) URL’s. The dashboard will show the expiration as well as the failed attempt status of the Activation (Priming) URL’s. The Status column provides clear, color-coded feedback based on link expiration times and access key attempt limits.

Note: As a security feature, once the activation key has encountered five failures it will be permanently disabled, even though may still have a valid expiration date.

Expiration Link Rules:

Green: The expiration of the link is greater than 1 day.

Red: The expiration of the link is less than 1 day.

Failed Attempt Rules:

Green: The number of failed attempts is less than the configured number of allowed failure attempts (currently 5).

Red: The number of failed attempts is equal to or greater than the configured number of allowed failure attempts (currently 5).

Note: If the expiration link OR the failed attempt threshold is breached, the icon will turn red.

Enhanced search using CCaaS platform call ID

When using the Analysis Dashboard (Agent Analysis, ISP Analysis, Call Analysis, Network Analysis) users can now search for interactions using the CCaaS native call ID. Previously, searches were only limited to the data that was available in the “data grid”, While the Native Call ID was available for lookup, it was not available as a searchable data element. This is a key improvement in allowing easy cross-reference between the CCaaS platform and the results on the ResolveAX platform. Users can now use the “Filter” field to input the full or partial native call ID (starting with the beginning of the string) to find relevant interactions.

My Team - Personalized grouping of agents

This release introduces a new "My Team" filter feature to enable call center team leads, supervisors, and managers to effectively manage and view data for their respective teams of agents. This feature provides granular control over team membership and allows for easy application of the filter across the ResolveAX platform.

Under the new ‘Preferences’ menu, users can select “My Team” and create/modify their team lists independently. There is an import / export tab also available for bulk uploads. Once a team is defined, a "My Team" filter option becomes available in the filter side panel, allowing users to easily apply the filter to view data specific to their team.

My team lists are unique to the individual ResolveAX users and the agents that are part of the list can only exist in one unique list, where an agent can only be a member of only one “My Team” list. When adding agent into a list, and that agents already exists in another list, the agent will be taken out of the other list before being added to the new one.  

Filtering Data with My Team and Global Filters (Teams, Sites, Tags)

The "My Team" filter operates separately from the existing global Team tag. Users have the additional flexibility to filter data using both their personal My Team tag and the global filters (Teams, Sites, Tags).

Filtering Options:

1. Using My Team Filter Only:

Users can choose to filter data exclusively with their custom My Team filter by selecting on the My Team checkbox in the filter panel. This option allows for a focused view based on the team the user has created.

1. Combining My Team with Global Filters:

Users can also combine the My Team filter with any of the global filters (Team, Site, Tag) by selecting the My Team checkbox and then applying the other filters in the panel as normal. This provides a more comprehensive filtering approach, allowing users to narrow down data further by applying both their personalized team settings and the broader, platform-wide filters.

Issues Fixed:

CP-45978: Add Site details to Location Analysis dashboard using geolocation if no Site is assigned to the agent. This should replace the current ‘null’ entries.

CP-46049: Apply button is still clickable when disabled.

CP-46102: Tool tip on Agent Proximity Map is intermittently persistent. This should disappear when cursor moves away from agent.

CP-46458: Agent Integration – Filter panel may not behave as expected when lots of team/site/tags are selected