CX Insights Web App with Designer Capabilities

In this release, we have updated the look and feel of the web based CX Insights with designer capability.

Browser compatibility

The CX Insights web application is now compatible with different browsers such as Google Chrome, Internet Explorer, Mozilla Firefox, Safari for Mac, and Microsoft Edge.

Added support for languages

The CX Insights web application is now localized to support French, German, Japanese, Portuguese (Brazilian), Spanish, Chinese (Simplified), Dutch and Polish languages. For more information about selecting a specific language pack for your organization, see CX Insights Installation and Configuration Guide.

MicroStrategy help

MicroStrategy help redirects to English because it is not translated into Polish or Dutch. MicroStrategy translates web interface to Polish and Dutch languages, but not the help. A limitation from MicroStrategy team.

Switchover configuration

The CX Insights server supports switchover configuration. However, currently an administrator must manually configure the fallback server’s IP when the primary server fails. For more information, see Switchover configuration.

Ports

As part of CX Insights server installation, several ports are now opened. For more information, see Ports opened on CX Insights server.

Secured communication

Communication between the CIC server and Kubernetes is now secured over the TLS 1.2 protocol.

Backup and restore

CX Insights data can now be backed up regularly on a remote machine. When there is a system failure or hardware replacement, the backed up data can be restored safely. For more information, see Backup and restore configuration.

Designer license

A new analytics license Designer has been introduced. A user with Designer license can create and edit dashboards.

Dashboards

Updated dashboards provide users an easy way to see a wide range of real-time agents and workgroup activities to understand the current state of the contact center. The 2020 R3 release includes the following new features and enhancements for the dashboards.

• Added ability to create, view, edit, share and copy dashboards by using the real-time data stream.
• Added ability to create personalized dashboards and also to view IVR and Real-time dashboards in a single application.
• Added ability to export dashboards to CSV, Excel, and PDF formats.
• Added ability to Email the dashboards.
• Added ability to open dashboards in multiple tabs simultaneously.
• Added ability for users to create custom preferences.
• Standardized filter option for all IVR dashboards.