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21.5 Release & Support Timetable

Note: "End of Life" states that no more new deployments are allowed of this version.
End of Support is that no more issue fixes or patches will be made available for this version.

Table of Contents

• 21.5 New Features
• 21.5 Feature Updates
• 21.5 Issue Fixes

21.5 New Features

[CP-23136] - Feature: Cyara Virtual Agent supports level 1 activities for Genesys 9
Voice With contact centers moving from Genesys 8.5 to v 9, Cyara Virtual Agent has been extended with Genesys 9 adapter for the Voice channel.
The new adapter is capable of Taking / Releasing calls and Validating attached data.
Transfer and Conference scenarios are not supported at this stage.

[CP-23127] - Feature: CX Models index page now contains Shared Modules
The index page for CX Models now displays Shared Modules. Users are able to Move and Delete Shared Modules and their containing folders. Copy and Export/Import actions of Shared Modules are not supported at present but will be addressed in a future release.

[CP-23134] - Feature: Ability to navigate from a Test Case Step to CX Model Element

You can now navigate to a CX Model Element from any Auto-Generated Test Case or Block Step, as well as from the Test Result of these Test Cases. For Test Cases and Test Results the corresponding path in the CX Model will also be highlighted.

[CP-23066] - Feature: Voice Test Case full call recordings visualisation upgraded to 2 channels
Now "What Cyara Heard" and "What Cyara Replied With" are being recorded in separate channels. This will improve the troubleshooting experience and remove any doubt on which channel a certain sound/noise originated from.

[CP-23067] - Feature: Call Recording visualisation with step markers
New call recordings now will include step markers so it is easier to pick an area of the audio file to inspect and analyze.
In addition, an area of interest can be zoomed in and out for further analysis.
Note: Pre 21.5 call recordings will not have the markers displayed.
Agent Attached Data validation steps will not be displayed on the Full Call Recording as the execution is performed by the Virtual Agent and has no audio content.

21.5 Platform Updates

[CP-23374] - Changed: Virtual Agent Cloud Broker default port has been changed from 5000 to 7007
It was identified that port 5000 is competing with a popular APM system DataDog. The default port now has been changed to avoid conflicts on default install.

[CP-23221] - Changed: Campaigns stuck in aborting state
Campaigns could get stuck in the Aborting state if the Voice Scheduler was shut down prior to the completion of the abort command, and as a result, campaigns could not be executed again even after the Voice Scheduler was restarted. A change was introduced to Voice Scheduler to update campaign status from Aborting to InternalError on startup to resolve this scenario.

[CP-21943] - Changed: GICD Call warning for CLI
When a customer enters a "From:" keyword in the destination number and has GICD selected, a warning will be displayed as follows; "In Country calls do not guarantee delivery of the calling number specified in the "From:"

[CP-22855] - Changed: Uploading multiple Audio Files feedback
Before the audio file upload status did not include the file conversion step progress was reported as complete too early. This became evident when uploading hundreds of files. Now the upload bar will include the conversion pass as well to communicate the status correctly.

[CP-22736] - Changed: Performance improvement of Load vs Unsuccessful Cruncher report
In certain scenarios loading a large "Load vs Unsuccessful" report did not finish successfully. The report has been optimized to handle large result sets better.

21.5 Issue Fixes

[CP-23643] - Fixed: Incorrect Service Group thresholds retrieved in Alarm Profile API
Resolved an issue where incorrect Alarm Profile thresholds were retrieved for a Service Group when using the Alarm Profile API Endpoint.

[CP-23575] - Fixed: Password Reset Issue for SSO enabled accounts
In a certain scenario, user passwords could not be reset for users with both a regular and SSO account. After the change users with dual accounts will receive a reset email correctly.

[CP-23459] - Fixed: Campaign create error message without a valid plan
When a campaign was being created without a plan a critical error message was displayed. This has been improved to provide an intuitive message of the problem.

[CP-23401] - Fixed: Editing users attached to multiple accounts
Account users can now correctly be edited if they are attached to multiple accounts.

[CP-23211] - Fixed: CX Model GoTo label references incorrect Element
The GoTo Element label will now correctly reference the target of the GoTo after reloading the CX Model.

[CP-23047] - Fixed: Cyara Web Portal shows inactive Speakers
When transcribing Looking at the Test Result page, it is possible to select an Inactive speaker to perform transcription for a particular step. This results in failures of transcription. This has been changed so only that active speakers are shown in this dropdown.

[CP-22982] - Fixed: Jira integration issues with trailing slashes
When the API URL of a Cyara to Jira integration had a trailing slash (/), the API would fail to execute. The parsing of the URL will now work with or without the trailing slash.

[CP-22950] - Fixed: Genesys Cloud Virtual Agent incomplete calls
Under high-load conditions, Genesys Cloud Virtual Agent could have an incomplete call before starting a new one. This has been resolved by waiting longer to ensure the handling of the previous call is complete before taking on the new one.

[CP-22882] - Fixed: API 3.0: Marking a campaign Disabled did not dequeue correctly
API 3.0 has been improved to operate in the same logic as the Cyara Portal. When a campaign is being disabled it will be also de-queued from execution. Applies to primary to Pulse but also other campaigns scheduled to run on specific dates.

[CP-22410] - Fixed: Dataset row error messaging
When a dataset failed to save dataset rows, an error message will be displayed "Error when parsing data at scenario {number}" to assist with troubleshooting.