ResolveAX Version 24.1 Release Timetable

ResolveAX Release 24.1 New Features

1. Agent Integration Dashboard Enhancements

1.1 ResolveAX SDK version validation

In the Analysis section of ResolveAX, the Agent Integration dashboard now includes the capability to showcase the current SDK version utilized by an agent. This enhancement proves valuable in diagnosing potential issues, particularly in discerning whether challenges may arise from the use of an outdated SDK (browser extension) version by an agent. This information is represented with an icon in the Health column as well as listed in a separate column. 

Green: The latest SDK version is being used. 

Yellow: The agent is using an older version of the ResolveAX SDK

1.2 Health Column Icon updates

In the Analysis section of ResolveAX, the Health and Connection columns in the Agent Integration dashboard include various icons to represent different agent scenarios. Enhancements have been made to the color coding to make the data visualization highly intuitive for ResolveAX users.

1. Authentication Icon 

Green: Successful authentication in the last session (completed or in-progress).

Red: Issues detected in the current or last completed session.

Gray: No authentication events within the selected time period.

Red Dot (upper right hand corner) 🔴 : indicates that there were historical issues within the selected time frame despite the current state being green / healthy.

2. Received Call Icon 

Green: Agent received calls (CTI events) during the selected time period.

Red: Agent did not receive any calls during the selected time period.

Gray: No successful authentication of the last session.

3. WebRTC Statistics Icon: 

Gray: If "Received Calls" icon is Red.

Green: Last completed call has received WebRTC stats, lasting more than 10 seconds.

Red: Last call in the selected time period did not have WebRTC stats.

Red Dot (upper right hand corner) 🔴 : indicates that there were historical issues within the selected time frame despite the current state being green / healthy.

4. Multiple Softphones Icon: 

Gray: No sessions during the time period.

Green: Single instance of a Softphone running.

Red: Multiple instances of Softphone running in different browser instances.

Amber: Multiple instances of Softphone detected in the same browser instance.

Red Dot (upper right hand corner ) 🔴 : indicates that there were historical issues within the selected time frame despite the current state being green / healthy.

5. SDK Icon: 

Green: The latest SDK version is being used. 

Yellow: The agent is using an older version of the ResolveAX SDK

6. Connection Column 

Gray: No current connection/session.

Red: Abnormal disconnection exceeding 60 seconds.

Green: Current healthy connection.

1.3 New Event columns corresponding to Softphone and Connection events

In conjunction with the above health icons, there are corresponding columns in the same table which list event information to add additional context to the health icons. 

Softphone Events

The Softphone Events column contains a list of events, and event details, within the selected time period detected by the ResolveAX platform.  These events include:

• "initialised"
• "multiple-browser-instances-detected"
• "multiple-instances-detected"
• "reconnect-exceeds-threshold"
• "sdk-configuration"
• "session-cleaner-teardown"
• "session-reused"
• "websocket-connected"
• "websocket-reconnecting"

These detailed events may be used to help diagnose issues raised in the Health column of this report.

Connection Events

The Connection Events column contains a list of events, and event details, within the selected time period detected by the ResolveAX platform.  These events include:

• "websocket-connected"
• "websocket-disconnected"
• "websocket-reconnecting"
• “reconnect-exceeds-threshold”

2. Call Analysis Data Enhancements

In the Analysis section of ResolveAX, the below enhancements have been made to each of the following dashboards:

• Agent Analysis
• ISP Analysis
• Location Analysis
• Call Analysis
• Network Analysis

2.1 Packet Loss graph - representation of packet loss as absolute number of packets and a packet loss rate percentage 

In the ResolveAX Analysis Dashboards, the Packet Loss graph has been enhanced to include Packet Loss representation as absolute number of packets lost as well as packet loss rate (%) calculated as the number of packets lost compared to the total number of packets.  A dual-view graph is now available, incorporating a line graph to display the number of packets (previous design) on the left-hand y-axis, and a bar chart on the right-hand y-axis to represent the packet loss rate (%). This enhancement aims to provide users with a comprehensive visual representation of packet loss in a single graph. 

The pop-up display includes both numerical data and percentage information for a more informative user experience. This is available on all Analysis dashboards. 

This graph is available for the combined (agent and customer) packet loss information and the individual packet loss information for the customer and the agent. 

2.2 Tabular Data -  Minimum, Average and Maximum values for all metrics

In the ResolveAX Analysis section, there are now columns available to display the minimum, average, and maximum  (Min/Avg/Max) values for various metrics (RTT, Jitter, Packet Loss, Bandwidth and CPU) pertaining to both the Agent and the Customer. This addition aims to provide comprehensive metric insights, similar to the existing MOS column, but extending coverage to all relevant metrics.These columns are available on the following dashboards within the Analysis section.

• Agent Analysis
• ISP Analysis
• Location Analysis
• Call Analysis
• Network Analysis

3. Administration Enhancements 

3.1 Access Keys Management 

In the Administration > Access Keys section of ResolveAX, a search function has been added for speed of use. User and priming keys are now in separate tabs.

ResolveAX Release 24.1 -  Issue Fixes

CP-22388: Analysis Reports - Newly Provisioned Agent Name only shows up after logout and relogin 

CP-31960: Date not correct when custom date is selected for particular scenario

CP-31997: Playbook - Session Timeout is not happening on playbook admin page

CP-33732: Manage Agents - Tags - Missing validation message when creating tags

CP-37823: Deep Dive - Wifi Badge not displayed in Interaction Deep Dive

CP-38050: Agent Login - Export to CSV doesn't have all the columns when there is no data

CP-39163: Agent Login - Ended Time Format Issue

CP-40912: Manage Agents - TAG - Portal not performing well when filtering with tagname having =(equals)

CP-40929: Analysis Reports - Interaction table showing - for both null and 0

CP-40933: Analysis - Interaction grid Export to CSV not showing newly added columns

CP-40935: Agent Integration - Connection Icon still showing Multiple Browser even after logging out of one of the browser

CP-41295: Manage Agent - Action Button remains disabled for particular scenario

CP-41127: Agent Integration - Integration Table not loading for particular scenario

CP-41062: Agent Integration - Connection Events are not as per selected Time Period

CP-41060: Agent Integration - Tool Tip DateTime not showing Local DateTime