ResolveAX Version 24.4 Release Timetable

ResolveAX Release 24.4 New Features

1. Enhancement of ResolveAX Alerting Feature - Calls tab

The recent addition of the Calls tab within the ResolveAX alerting section grants users the ability to subscribe to alerts corresponding to various metrics associated with the calls handled by the agents. The alerts are based on the average outcomes of a call (MOS, Packet Loss, Jitter, RTT, Performance, WebRTC Bandwidth Utilization). This feature facilitates proactive monitoring of call-related activities, enabling users to receive timely notifications tailored to their specific preferences and requirements.

How to configure:

In the Administration section, click Alerting. Under Notification Settings you can set up the notification email lists and webhooks that will be used to receive alert events. Multiple Email Lists can be configured to contain unique users and to have specific filters to only deliver notification alerts that match filter criteria such as Teams, Sites and Tags.

In alignment with the functionality of the other alerting sections, the user has the flexibility to select the delivery method for the Call alerts, opting for either an email distribution list or a webhook.

In the Calls tab, the user can specify the conditions for triggering alerts, such as the number of consecutive failures within a defined number of calls. This level of control empowers users to manage the visibility of alerts effectively. Furthermore, the users can configure a notification to be sent when the issue prompting the alert is resolved, after a specified number of successful results.

It is important to note that these alerts are sent once and will not be regenerated until a clear condition is met. This measure is implemented to prevent unnecessary disturbances for our users.

The list of metrics to choose from is listed below. A slider is provided alongside the pertinent metrics, enabling users to set a precise threshold at which they wish the alert to be triggered. The sliders can be controlled by a dragging motion of the thresholds can be typed into the test boxes above the slider.

Agent Disposition Agent flags the call manually using the ResolveAX widget or flags the call manually inside the Genesys Cloud portal.

2. Improving ResolveAX security posture in support of ongoing security testing

In response to ongoing security testing initiatives, ResolveAX is enhancing its security posture to ensure robust protection against potential vulnerabilities. Through a series of proactive measures and enhancements, ResolveAX continues to fortify its systems and protocols to maintain a secure environment for its users and safeguard sensitive data against potential risks.

Issues fixed:

• CP-39464: Agent Integration -> Auto Refresh is getting triggered although this page doesn't have auto refresh.
• CP-33815: ManageAgents -> Tags -> Getting https failure on deleting an agent.
• CP-39170: Alert Link -> Clicking on Date Time not loading graphs in network analysis.
• CP-41901: Occasionally Call Analysis graph scale does not auto-adjust correctly to show the entire line graph.
• CP-40245: Call Duration is not being displayed for short call.
• CP-38966: Agent Integration->For particular scenario Show all agents not selected but showing all agents.
• CP-36924: Usage Report->Projected Total redirecting to wrong month year
• CP-42937: Manage Agents->Showing duplicate record on updating agent
• CP-43071: Alerting -> Integrations - Calls Received frequency reverts to zero when parameter is in the "unsubscribed" mode