Product Updates
What's New
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….

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….

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….

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…

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…

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…

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…

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…

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…