Product Updates

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Learn about the latest features and products from Lifesize.

CxEngage Product Updates

CxEngage Enhanced Chat Widget Update

What is it? An enhancement to our updated chat widget released in Q4 2019. Send and…

Interaction Detail by Queue Advanced Reports

What is it? New Interaction Detail by Queue Report available in Historical Reporting – Advanced Reports….

Historical Reporting: Filtering by Groups & Skills

What is it? The ability to filter by groups and/or skills is now available in Standard…

Variable Speed Control in CxEngage Quality Management Media Player

The CxEngage Quality Management media player has been improved to play recordings at variable speeds so…

CxEngage Enhanced Chat Widget (Early Access)

What is it? Configurable, customer-facing chat styles. Generates HTML to paste into brand’s website without coding….

Update CxEngage Quality Management UI Column Names

Ensures consistency across CxEngage products to present a more uniform interface and minimizes customer confusion when comparing…

Agent Recordings

What is it? A new flow default setting, Record Agents, has been introduced to allow the recording…

Historical Reporting Upgrade (Historical Reporting V2)

What is it? We’re excited to announce the availability of CxEngage’s upgraded business intelligence platform to improve user experience….

Agent State Monitoring

What is it? Supervisors can now remotely change an agent’s presence state or work mode in…

Basic Flow Logging and Debug Reports

What is it? Basic Flow Debug Logs add a new snapshot notation to the log interaction…

Re-enable Tenant Level Conditional Resource Settings

What is it? “Resources” are used as a form of data access control. Users with “Restricted…

CxEngage Quality Management: Delete & Download Screen Capture Video Files

What is it? This update will provide users the ability to select, delete, and download video…

Search & Filter in Scroll Lists

What is it? Supervisors, Admins, and Quality Managers need an easy way of filtering user, resource,…

Update to Global Priority Queuing

What is it? The queuing algorithm within CxEngage has been optimized to improve the overall performance…

WFM Queue API Updates

What is it? In this update, we’ve added support for a broader, more granular set of…

Configurable Service Level Agreement (SLA) by Queue

What is it? Configurable SLA by Queue is a custom stat that is configured within the…

Ringing Media for Queue Callbacks and Click-to-Dial

What is it? In a previous release, we introduced early media for Queue Callback and Click-to-Dial…

Dynamic Media Lists

What is it? The Collect Digits and Play Media notations have been updated to include Media…

CxEngage Quality Management Reporting: Interaction ID and Summary Columns

What is it? Interaction Id and Summary columns have been added to List Evaluations reports. This…

CxEngage Quality Management: Coaching Comment Workflow Improvements

What is it? An enhanced UI of the Coaching Comments window within the Quality Management media…

Disable “All Agents” and “All Queues” Transfer Lists

What is it? Administrators can remove agents and queues from the transfer menu for specific agents….

Transfer Menu Preferences

What is it? The Preference Menu in the Agent toolbar has been updated to include a…

Contextually Assign Transfer Lists from Flow

What is it? Transfer Lists can be contextually assigned from the flow prior to the sending…

Agent Experience Permissions for Transfer Menu Items

What is it? Agents now require specific permissions to view Agents or Queues in their toolbar…

Real-Time Table Enhancements

What is it? Several enhancements have been made to the existing tables in real-time reporting for…

Access Controlled Reports

What is it? Access Controlled Reports and a new corresponding Access Controlled Supervisor Role are now…

Configurable Service Level (SLA) by Tenant

What is it? The ability to configure SLA for your tenant is now available. In addition…

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