Refreshed UI interface (Replacement of legacy design system) 

With this new ResolveAX release, Cyara has refreshed the UI interface. The subtle changes in color, shading, and font are intended to provide greater contrast, be easier on the eyes, and improve usability. 

Example of the new UI 

 

Example of the legacy UI 

 

Extension Initialization Dashboard  

Under the Analysis section, we have introduced an Extension Initialization Dashboard to log extension initialization and runtime error details to assist with troubleshooting of the ResolveAX Agent Extension operation. Previously, when users encountered issues with extension initialization issues (post initial installation and activation), impacting the execution of Health Check, or normal extension operation, users had to utilize, or instruct agents how to utilize browser DevTools to capture additional information to identify the cause(s) preventing extension from operating normally. As you can imagine, that can get very messy very quickly.  

Some of the most typical Extension Initialization issues we had observed in the past had to do with firewall rules in the environment that agents are operating in. ResolveAX has a dependency on being able to establish network connectivity to various Web Services (REST) and Websocket (WSS) connections back to Cyara, CCaaS, and other supporting infrastructures required for normal extension operation.  

The new Extension Activation portal automatically displays errors encountered during the extension initialization and operation. In addition, the portal will provide access to the most recent browser console log that can provide additional data insight required for the issue troubleshooting and resolution. 

As errors are detected, during the Extension initialization and/or operation, they are logged into the dashboard along with a snapshot of the browser's console log that has been captured right up to the error condition occurring. 

Dashboard 

  

Log Viewer 

 

Here are the examples of some of the most common errors and causes: 

 

Error Message(s)	Likely Cause
[GetGlobalSettings] failed to get global settings from livevq.io due to Failed to fetch  [GetIspInfo] failed to get isp details from https://livevq.io/whoami due to Failed to fetch  [GetGeoAddress] failed to get geo address from livevq.io due to Failed to fetch	Firewall is blocking access to Cyara Hosted “livevq.io” domain
[CyaraHubClient] failed to connect to wss://socket.tenant_name.resolveax.cyara.com after 6 attempts	Firewall is blocking web socket connection to: wss://socket.tenant_name.resolveax.cyara.com
[HandleMessage] caught error in processing get-network. Cannot read properties of undefined (reading 'MeanClientMbps') undefined	Firewall is blocking web socket connection to: wss://*******.measurement-lab.org
[HandleMessage] caught error in processing get-network. Failed to fetch undefined	Firewall is blocking web service connection to Cyara’s bandwidth testing service:  https://locate.measurementlab.net

 

Enhancement to Access Key Management 

Under Administration > Access Keys, users can now see the identity of the user who has created a specific Activation (Priming) URL. 

 

Enhanced Analysis Dashboard Data Export 

 

CSV data export in the Analysis Dashboard (Agent, ISP, Call, and Network) now includes additional information, which was available in the Portal View but was omitted in the data export. 

While “SessionID”, “InteractionID” and “Native Call ID” have always been available in the portal view, this information was not included in CSV data export. In addition, data export will now include Agent “Tag” information. The export file will include additional columns where the column header represents tag name (in a form of tag:NAME) while the row will contain the tag value. 

 

 

  

Call Disconnect Reason Insights 

Important Note 

Amazon Connect customers wishing to track Disconnect Reason within the ResolveAX must configure their Amazon Connect instance to stream Contact Trace Record (CTR) to Cyara ResolveAX via Amazon Kinesis. Please note that Amazon Connect emits a Contact Trace Record (CTR) shortly after a call ends, and it may take 1-3 minutes for the data to become available to ResolveAX. Please visit Cyara ResolveAX Knowledge Base or contact Cyara Support (support@cyara.com) for instructions on configuring this integration. 

No additional configuration is required for Genesys Cloud customers. 

 

Analysis Dashboard - Call Disconnect Reason 

When a completed interaction (interaction that was answered) disconnects, the disconnect reason (i.e., release type) will now be available for both the agent and the customer in the Analysis (Agent, ISP, Location, and Call) Dashboard. Two new columns are added to the Data Table grid to display the Agent and the Customer side view of the disconnect reason.  

Note: Genesys Cloud provides visibility into the disconnect reason from both the agent's and the customer's perspective, while Amazon Connect only provides a single disconnect reason. That said, while the data table will contain two distinct Agent and Customer disconnect reason columns, for any interactions handled within the Amazon Connect CCaaS environment both the Agent and the Customer columns will contain the same disconnect type. 

To ensure that there are no “lost in translation” or “misinterpretation” issues, ResolveAX will populate the disconnect reason information just as the CCaaS vendor reported it.  

 

The following is the disconnect reason reference table, as provided by respective vendors: 

Amazon Connect Disconnect Reason 

https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html 

Indicates how the contact was terminated. This data is currently available in the Amazon Connect contact record stream and Contact details page. 

The disconnect reason may not be accurate when there are agent or customer connectivity issues. For example, if the agent is having connectivity issues, the customer might not be able to hear them ("Are you there?") and hang up. This would be recorded as CUSTOMER_DISCONNECT and not reflect the connectivity issue. 

Voice contacts can have the following disconnect reasons: 

• CUSTOMER_DISCONNECT: Customer disconnected first. 
• AGENT_DISCONNECT: Agent disconnected when the contact was still on the call. 
• THIRD_PARTY_DISCONNECT: In a third-party call, after the agent has left, the third-party disconnected the call while the contact was still on the call. 
• TELECOM_PROBLEM: Disconnected due to an issue with connecting the call from the carrier, network congestion, network error, etc. 
• BARGED: manager disconnected the agent from the call. 
• CONTACT_FLOW_DISCONNECT: Call was disconnected in a flow. 
• OTHER: This includes any reason not explicitly covered by the previous codes. For example, the contact was disconnected by an API. 

Outbound campaign voice contacts can have the following disconnect reasons: 

• OUTBOUND_DESTINATION_ENDPOINT_ERROR: Current configurations do not allow this destination to be dialed (for example, calling an endpoint destination from an ineligible instance). 
• OUTBOUND_RESOURCE_ERROR: Instance has insufficient permissions to make outbound calls, or necessary resources were not found. 
• OUTBOUND_ATTEMPT_FAILED: There was an unknown error, invalid parameter, or insufficient permissions to call the API. 
• EXPIRED: Not enough agents available, or not enough telecom capacity for such calls. 

 

For many contacts, such as contacts ended by flows or APIs, there will not be any disconnect reason. In the contact record it will appear as null. 

Tasks can have the following disconnect reasons: 

• AGENT_DISCONNECT: Agent marked the task as complete. 
• EXPIRED: Task expired automatically because it was not assigned or completed within 7 days. 
• CONTACT_FLOW_DISCONNECT: Task was disconnected or completed by a flow. 
• API: The StopContact API was called to end the task. 
• OTHER: This includes any reason not explicitly covered by the previous codes. 

 

Genesys Cloud Disconnect Reason 

https://help.mypurecloud.com/articles/disconnect-reasons/ 

Disconnect reason	Description
Client	The Genesys Cloud user interface caused the disconnect. For example, an agent clicked End Call during a voice interaction or discarded an email interaction.
Client – Session is inactive	A voice provider error is caused when a user attempts to work with a call that has already been disconnected.
Conference Transfer	The Genesys Cloud user transferred the conversation to a conference.
Endpoint	The segment that caused the disconnect. For example, the user hung up their physical phone or the browser closed while using the Genesys Cloud WebRTC phone.
Error	An error in the provider caused the disconnect.
Forward Transfer	A transfer to forward the call caused the disconnect.
No Answer Transfer	A transfer after an alerting timeout caused the disconnect.
Not Available Transfer	A transfer due to a not available status caused the disconnect.
Other	A segment disconnected for reasons not covered by the other categories.
Peer	Another participant in the conversation caused the disconnect. For example, the customer hung up.
Spam	AWS (Amazon Web Services) marked an email interaction as spam or containing a virus, and Genesys Cloud disconnected that interaction.
System	The cloud or the provider caused the disconnect.
Timeout	A system (dialing) timeout caused the disconnect.
Transfer	A transfer caused the disconnect.
Transfer_consult	A consult/speak to transfer caused the disconnect.
Transport Failure	An ICE failure caused the disconnect.
Uncallable	A target address that is not callable caused the disconnect.

 

Genesys Cloud example 1: Agent Disconnect the call 

• Disconnect reason reported for the agent: client 
• Interpretation: The Genesys Cloud user interface (i.e., softphone) caused the disconnect. For example, an agent clicked End Call during a voice interaction 
• Disconnect reason reported for the customer: peer 
• Interpretation: Another participant in the conversation (i.e., not the customer) caused the disconnect.  

Genesys Cloud example 2: Customer Disconnected the call 

• Disconnect reason reported for the agent: peer 
• Interpretation: Interpretation: Another participant in the conversation (i.e., not the agent) caused the disconnect. 
• Disconnect reason reported for the customer: endpoint 
• Interpretation: The user (i.e., customer) hung up their physical phone 

Monitoring Dashboard – Aggregated Call Disconnect Reason 

 

We have also introduced a Disconnect Reason dashboard under the Monitoring menu in the ResolveAX portal. This dashboard provides an aggregated view of disconnect reason distribution across Teams, Tags, Sites, or individual Agents. 

 

  

Audit History - track and log user activities in the ResolveAX portal to provide a detailed audit trail 

 

To improve system security and troubleshooting, we are introducing a comprehensive record of user activities within the ResolveAX portal. The new portal is accessible to users with a Platform Administrator role and is accessible from the Administration menu. 

Audit History portal provides visibility to user actions that can be viewed and filtered according to specific categories over a specific period. 

Agent Integration - on-demand “Bug Reports”  

We are introducing an enhancement to the Agent Integration Dashboard where an administrator can request the latest Agent Configuration Details, Latest Browser Console Logs, and Latest Health Check Log from within the ResolveAX portal without having to ask the agent to initiate that action. 

The new portal can be accessed from the Analysis portal (Analysis -> Agent Integration) 

Historically, agents were able to initiate the latest log upload into the ResolveAX portal by selecting “Send Bug Report” from the ResolveAX extension. 

Now, a ResolveAX administrator can initiate the log upload directly from the Agent Integration Portal by clicking on the button in the “Bug Report” column. The “Bug Report” button is only visible when the agent is online (i.e. logged in). The agent status can be easily determined by the connection status icons(s) in the “Connection” column of the same portal. 

When connection icons are green, this indicates that the agent is online and the agent’s instance of the ResolveAX extension has an active connection back to the Cyara cloud. 

Once the report is generated, and the page is refreshed, a view bug report button will appear.  

Clicking the “Bug Reports” button will bring up the report viewer. The number next to the “Bug Reports” button depicts the number of report versions available.  

Note: “Latest Console Logs” report will provide the last 1,000 lines of agents' browser ResolveAX console log entries. 

  

Issues Fixed 

CP-46728: Session Download column has a truncated view 

CP-46157: My Team->Importing a new agent getting an error 

CP-46544: Agent Integration->When “UseMyTeam” is selected it shows agents that are not there in the system 

CP-46621: Agent Integration->Time Period default is blank at times 

CP-46706: Call Outcome->View Details popup is truncating