ResolveAX Version 23.11 Release Timetable

ResolveAX Release 23.11 Supported Platforms

• Amazon Connect

• Genesys CX Cloud (formerly known as Purecloud)

ResolveAX Release 23.11 New Features

Expanded Softphone Deployment Models

• ResolveAX now supports an embedded softphone deployment model. (Softphones running inside the iFrame of the customer's CRM.) 
• Support for Softphone integration using “Genesys Cloud Embeddable Framework”

Bulk agent deletion

• Bulk agent deletion option providing an efficient way to offboard agents. Users can use the same csv template as the import agent function. The only required field in the file is AgentID.
  

  AgentID	FirstName	LastName
  agent004	agent004	Cyara
  agent006	agent006	Cyara
  agent007	agent007	Cyara
  agent010	agent010	Cyara

Search function

• Improved search capability in the Deep Dive section for ease and speed of use. Users can now enter the first name or last name of an agent and the agent record(s) will be found for the chosen date range. 

In-column filtering

• In-column filtering has been added to the Agent Login dashboard and the Deep Dive view. This function allows the user to easily drill down to a specific dataset. 

Voice Quality Dashboard

• The Voice Quality dashboard now includes trend information, offering insights into how call quality is evolving over time, providing a more comprehensive view of quality issues in voice monitoring.