Welcome to the Cyara Knowledge Center

[CP-2225] - Feature: Active Agent Call Recording

Cyara Active Agent Call Recording allows users to validate a contact center's call recording implementation. Calls are generated from the Cyara Platform, and are then used to validate the recording made by the call recording implementation.

[CP-2236] - Feature: Purge Tool and Agent Call Recordings

The purge tool has been extended to support purging data from Campaign Runs which included Agent Call Recordings.

[CP-2386] - Feature: Notification Service support for ACR

The Cyara Notification Service has been extended to add additional SNMP trap events for Active Agent Call Recording events.

[CP-2595] - Feature: CVA - Desktop Automation and Windows XP

CVA now supports Desktop Automation of Agent desktops running Windows XP SP2 or later.

[CP-2648] - Feature: CVA - Custom Desktop Client Installer

The Desktop Client installer can now be extracted and turned in to a custom installer.

[CP-2658] - Feature: CVA - Desktop Client Configuration

CVA Desktop Clients now support loading configuration from the Agent's roaming profile in addition to loading configuration from the registry.

[CP-2064] - Changed: Audit Log Export Time

Audit log exports now include the export time. Additionally, all data returned is now inclusive of the minute specified (e.g., selecting 23:59 will return all data up to and including 23:59).

[CP-2182] - Changed: Voice Campaign Scheduling

Under certain circumstances, Voice Campaign scheduling could become unpredictable or get stuck indefinitely as the run frequency was taking priority over the scheduled slot. Previously, the Voice Scheduler was adding frequency indefinitely until a schedule slot was hit. Campaign Scheduling has been reworked so that the next scheduled slot is used in instances where adding frequency fell outside of a schedule slot.

[CP-2356] - Changed: Replay Campaign Call Spacing

Replay Campaigns will now honor the Min/Max Pause Time on the Ringing step to space out calls, after the Ramp-Up period is over. Previously, the Min/Max Pause Time was set to 0 after the Ramp- Up period.

[CP-2456] - Changed: Cruncher Report Export Performance Improvement

Exporting a Campaign Run with a large number of Test Case Results was taking a long time, as all wav file recordings were being checked for existence as part of the export process. Files are no longer checked for existence, which has significantly improved export speed.

[CP-2660] - Changed: CVA - Desktop Manager UI changes

The Desktop Manager UI has been changed to have a Campaign-centric focus. Desktops are now only shown for the selected Campaign.

[CP-1512] - Fixed: Pulse Campaign Test Case folder reporting

Pulse Campaigns with Test Cases in a folder that had been renamed since the previous run were incorrectly showing the previous Test Case folder path in the detailed results. Campaign Runs after the folder rename should now correctly show the new folder path.

[CP-1596] - Fixed: Campaigns running on inactive and disabled Accounts

If an Account was inactive or disabled, and a Campaign on that Account was not disabled, the Campaign would incorrectly keep running according to the schedule. Campaigns will now no longer start if the Account is inactive or disabled.

[CP-1614] - Fixed: Leading zero in Test Case Step PSST field

Entering a decimal value without a leading 0 in the PSST field when creating a Test Case Step was incorrectly causing an error to display, and the Step was unable to be added. This only occurred during the creation of a Step, and not while editing an existing Step.

[CP-1756] - Fixed: Chat and Agent Campaign Scheduling

Under certain circumstances, Campaign scheduling could become unpredictable or get stuck indefinitely as the run frequency was taking priority over the scheduled slot. Previously, the Omni Scheduler was adding frequency indefinitely until a schedule slot was hit. Campaign Scheduling has been reworked so that the next scheduled slot is used in instances where adding frequency fell outside of a schedule slot.

[CP-2039] - Fixed: Agent Campaign Ramp-Up Time

Upgrading from a pre-Cyara 6.2.0 Platform was causing an invalid value to be set for the Ramp-Up Time field on existing Agent Campaigns. Attempting to run an Agent Campaign without a valid Ramp-Up Time would result in the Campaign going to an Internal Error State.

[CP-2081] - Fixed: CVA - Property Bag Keys

Property Bag Keys saved with quotation marks were incorrectly being saved as empty strings. This did not affect the Value field, only the Key.

[CP-2115] - Fixed: Account Timezone

When an Account's local timezone was set to "Universal Coordinated Timezone (UTC)", attempting to export certain data threw an exception.

[CP-2402] - Fixed: CVA - Avaya AES Connectivity

Previously, if connectivity was lost with an Avaya AES server, Agents would be stuck in their respective states and would not recover even when connectivity is re-established. Connectivity losses also led to Campaigns becoming stuck and needing to be Aborted. CVA will now attempt to re- establish the connection, and Agents will remain in their respective states while the connection is being re-established. Once the connection has been re-established, CVA will attempt to log agents back in.

[CP-2591] - Fixed: CVA - Portal General Error

Attempting to save a Behavior with a min/max pause time that was a decimal value was causing the Web Portal to crash and display a general error. Decimal values are not valid for CVA Behaviors, and validation on the page has been fixed to stop forms with decimal values from being submitted.

[CP-2598] - Fixed: Custom Pulse Report Test Case Breakdown

On the Test Case breakdown for a Custom Pulse Report, when hovering over successful Chat results on the circle chart, the popout was incorrectly not grouping all successful Sessions together.

[CP-2626] - Fixed: Campaigns Page Columns

The Campaign Name column was not being displayed when the browser width was too narrow.

[CP-2639] - Fixed: CVA - Desktop Client Registration

If Desktop Clients were already running before CVA had started up, a race condition existed that would prevent all Desktop Clients from registering.

[CP-2674] - Fixed: Voice Scheduler Installation

The Voice Scheduler installer was incorrectly defaulting part of its Message Queue URI to that of the Omni Scheduler, which was causing collisions on the Message Bus.

[CP-2683] - Fixed: CVA - Default Desktop Client Address

If the Desktop Address was not present in the registry, the value was incorrectly being left empty instead of defaulting to the machine's hostname.

[CP-2815] - Fixed: CVA - Agent Campaign Scheduling

Scheduling an Agent Campaign with a schedule to run in the future was incorrectly setting the Campaign's state to running, even though it was not actually running.