CX Insights Historical Reporting and Dashboards

In this release, we have done the following changes in CX Insights.

Installation Update

• Fixed the Installation issue on CentOS and RHEL 7.9 versions which was rising due to the incompatibility between the native PIP version and the Python version that is required for the workflow.

Language enhancement

• Enhancements have been made to represent the data accurately in both real-time and historical reports or dashboards, if the Customer has stored data in the database in Arabic and Hebrew languages. No additional language support has been introduced.

Provision to modify data sources

• As an Administrator you can create or modify the IC Data Sources for CIC database and Dialer databases from the Interaction Administrator.

CX Insights connection with the CIC and Dialer databases

As a Designer User, you can do the following:

• Type the SQL Query, Build Query and select the database tables.
• Access the existing database columns and the views to report or build historical dashboards.
• View 3rd party data sources.

Note: The integration has not been validated as part of this release

Creation of Custom Report

As a Designer User, you can do the following:

• Create New Metric or Prompts or Filters and re-use them in multiple reports.
• Create any custom report using existing columns or views.
• Create any custom document using existing table or views in the database.

Creation of Custom Dashboard/Dossier

As a Designer User, you can do the following:

• Create any custom dashboard using existing views or data from the existing columns in the database.
• Create document and dossier using IVR dashboards.