22.4 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.

22.4 Region Release Availability

Note: Future Cyara Releases will contain all features delivered in this release.
The upcoming 22.5 Cyara Release will be delivered to all regions.

Table of Contents

• 22.4 Platform Features
• 22.4 Platform Updates
• 22.4 Issue Fixes

22.4 Platform Features

CP-27659 - Feature: Endpoint management self-service capability
A new endpoint self-service capability has been added to the platform. Users now are able to define endpoints, add them to a campaign, and register on their own.
This allows configuring a list of agent phones to use in conjunction with Cyara Virtual Agent.

Note: Self-service currently supports SIP and Cisco Proprietary SIP connections

CP-28162 - Feature: Voice Quality testing PESQ step improvements
The test cases will now report invalid usage of PESQ algorithm to avoid false positive / negative results.

CP-28158 - Feature: Improved SSO support for Virtual Agents
Single Sign-on now is improved for Twillio, Genesys 9, AWS Connect, Genesys Cloud to work with OKTA, Azure and other custom providers.
Nice CXOne has been validated to work in SSO mode without any additional configuration as before.

CP-28324 - Feature: Agent real-time report has been enhanced to show "Aborting" state
Previously the real-time Agent report was stopping reporting once the campaign was aborted or completed. This has been improved to keep displaying the report during the "Aborting" phase, so the users can observe the rampdown status.

CP-28323 - Feature: Agent real-time report now shows agent state summary
Previously a user had to paginate through the status page to evaluate the overall agent state. This now has been improved by showing the summary at the top of the page.

CP-27621 - Feature: Genesys 9 conference destination
To improve troubleshooting Genesys 9, historical reports now show conference destination details.

CP-17969 - Feature: Pulse Dashboard Comment Improvements
The commenting capability in Pulse Dashboards has been improved to always show the last two comments as well as the latest unread comment.
Comments added to a test case will show a new comment notification on the dashboard even if it is done by the same person. Previously there was no new comment notification for an own comment.

22.4 Platform Updates

CP-29003 - Changed: CX Models - Improvements to Spanish IVR menu discovery
Crawler would fail to identify menu options correctly in Spanish IVRs with phrases like "presión el número 9", "marque la opción 2", and "hablar con un representante presiones ceros". This is now resolved and crawls of these IVRs will discover the menu options correctly.

CP-24407 - Changed: Agent Bulk Import
In new CSV Import functionality AccountName column in csv file is now redundant. It will ignore the data in this column as new Agents will be imported automatically into logged in user account.

CP-27729 - Changed: Call Routing Rules - Retry Group support for multiple suffixes RetryGroupWithOverrides now supports multiple Suffixes (comma separated) that will be used in round-robin fashion when applying the retries.

CP-26499 - Changed: Refreshing folder will invalidate cache.
If folder name was changed via API call or by some other direct means, the updated name was not showing in portal even if refresh was clicked.

CP-26768 - Changed: Inbound Test Case Agent step value fields text increase
To support more testing scenarios Inbound Test Case Agent step value fields have been extended from 255 to 512 characters. This allows validation of larger values sent to an Agent from IVR.

CP-26684 - Changed: Agent activity timeout now is a mandatory field
Previously it was possible to remove the default and skip entry of activity timeout. This was resulting in using a default that was not communicated back to the user.
Now if the timeout field is cleared, the user will have to provide a value.

CP-25951 - Changed: Campaign start/stop notifications
Campaign start/stop notifications will no longer send two notifications if the same email used in more than one notification profile.

CP-24017 - Changed: NICE CXone unsupported activities now will raise an error instead of silently passing
A user was able to add unsupported activities to NICE CXone Agent Behaviors and have an impression that they are passing during execution. This has been changed to fail the activities so the user can adjust behavior to the correct steps.

CP-13000 - Changed: CX Model Copy Includes Dataset
The CX Model copy actions on the CX Model index page will now include any Dataset attached to the Model in the duplicate.

22.4 Issue Fixes

CP-28783 - Fixed: Importing Test Cases that reference Blocks
Resolved an issue where importing a Test Case that was referencing an already existing Block would fail to import.

CP-28614 - Fixed: Cyara Phone User Info Access
Platform Users are now able to use the Call Explorer in the Cyara Portal without the Platform User Admininstration role.

CP-28342 - Fixed: Avaya Attached Data
Resolved an issue which was preventing the use of attached data for Avaya, for Cyara versions 22.1 onwards.

CP-28093 - Fixed: Stitch detection for running Campaigns
Cruncher and Cruncher Lite Campaigns that were still in-progress (running) had a couple of display issues. The calculation of when to display the stitch (+) icon for a running campaign has been improved. Also on the stitch campaign page, running campaigns will now display a dash for the end date instead of duplicating the start date.

CP-27998 - Fixed: Resolved issue where MOS score export was affected by Test Case modification
Updated logic that retrieves MOS scores for the summary report MOST export so that when test cases are altered with new or removed steps historical reports can still retrieve the correct MOS scores.

CP-27895 - Fixed: Additional Tags added to the Test Case Step Editor
Additional existing Cyara Test Case Tags are available in the dropdown menu on the Test Case Step Editor.

CP-27771 - Fixed: Pulse historical reports - zoom icons restored
An issue with the Pulse Historical Reports UI has been fixed. Now the icon for the toolbar on the top right corner will appear correctly.

CP-27223 Fixed Removes duplicate audio requests
This fix removes unnecessary http requests to the server to the fetch the audio files when it's not needed.

CP-26953 - Fixed: Added Component and Priority fields to the Jira Integration
Two new fields, Component and Priority have been added to the Jira integration configuration. A new Field Type, Array has also been added for additional custom fields that are added by the customer.

CP-26665 - Fixed: Pulse Dashboard Service labels improved
Service Group labels fixed for web channel: 'Connected' instead of 'Answering' and 'Matched' instead of 'Correctness'.

CP-25077 - Fixed: CVA Desktop Custom Resource image error
CVA Desktop Custom Resource page will show a proper error if the image cannot be stored. Previously this resulted in a General Error message.

CP-23689 - Fixed: Alarm profiles will store email notification list even if it is disabled
The functionality to retain configured emails in alarm profile configuration has been returned to the portal. Now even if notifications by email are switched off the email list will not be cleared out.

CP-23504 - Fixed: Agent Campaign Calls report talk time reporting has been improved
In certain cases, Agent Campaign Call report "Talk Time" column was showing incorrect duration. This now has been resolved.