Overview

In DXP release 1.18.0 we have had a huge focus on our Genesys Cloud integration, which brings many new screens and features. We have also been making enhancements to the Conversation Journeys feature, our UI, and DB improvements. For more details on the latest new features, improvements, and bug fixes please read on.

Nectar DXP is Nectar’s secure public cloud infrastructure on Amazon Web Services (AWS). Nectar’s cloud services can be found at:

• us.nectar.services
• eu.nectar.services

Technical Notes

If you are using Foundation APM, release 2021.3 must be installed prior installing Nectar DXP. For more information, contact Nectar Support.

New Features

1. Conversation Journey:
   1. Adjusted Timeline component to support new Genesys Cloud source
   2. Created a new build for CJV driven by Genesys Cloud and WebRTC
   3. Conversation Details: Added support of Genesys Cloud (WebRTC), Genesys Could legs
   4. Updated structure of journey-related tables(add sub-partitions)
   5. Updated usage of CJV with multiple drivers across NDXP
2. Database improvements:
   1. Added validation of the specified period values for compliance with the acceptable for "entity" retention period
   2. Checked and updated timezone handling in DB functions
   3. Updated selection from hist tables in DM builds and add their cleanup
   4. Updated structure of Journey Leg table (index and TS column)
3. Diagnostics: Session Details: Advanced:
   1. Added "Show all rows" checkbox to UCD Advanced screen
   2. Diagnostics sessions media IP clarification
   3. Geo-Ip section Introduction
4. Genesys Cloud:
   1. Integration:
      1. Added usage of historical users table to DM
      2. Added regular insights population logic in Genesys DM BUILD
      3. Created API infrastructure on BE to Support New Genesys Cloud Source
      4. Created and populated internal table with Genesys Cloud Users
      5. Created custom logic for Nectar Score calculation (driven by R-Factor)
      6. Collected historical data to populate user-related info
      7. Provided an endpoint to list available AWS cloud regions
   2. Screens Adaptation
      1. Admin: Configuration added to Data Sources List
      2. Global filters: Adjusted "Insights" filter with session purpose
      3. Populated dynamic filters with values from Genesys Cloud
      4. Provisioning: Added to Data Sources List
      5. Session Details page:
         • a) Advanced: Populated advanced metrics
         • b) Created new generic SUMMARY function
         • c) Created new generic CALLER/CALLEE functions
         • d) Introduced DEFAULT Session details page
         • e) Populated INSIGHTS component
   3. Users:
      1.  Adjusted DB function for lookup with Genesys Cloud USERS
      2. Auto-Mapping with AD
      3. Handle Participants: Added storage of participants (with purpose ACD, IVR)
      4. User overview: Added Support of new Genesys Cloud USERS
5. MS Teams:
   1. Data Source Configuration: Azure ad configuration is now deleted when teams config is deleted
   2. Partial Teams Device Monitoring
6. WebRTC:
   1. Gathered machine-level statistics
   2. Session Summary: United function: Return info about CJV

Improvements

1. Admin:
   1. Data Mart: Updated usage of platform parameters/values
   2. Roles: Updated description of Analytics Admin/Self-Service roles
2. Conversation Journey:
   1. Avaya: Excluded default UCID from the Journey Creation Algorithm
   2. Analyse Updated Session Stitching mechanism to assume possible ways for improvements
   3. Genesys-driven Conversation Journey: Leg Card: Combined segment info to distinct list
   4. Updated DM Build to get rid of pre-filtration
3. Endpoint Client: Insight messages are not displaying for metric threshold breach
4. Global filters:
   1. Insights: Enhanced logic of items occurrence based on the page scope
   2. Move session type filter options from UI to API (Admin: Alerts&Notifications)
5. Realtime DB stabilization:
   1. Avaya: CDR: not all loaded from source records are precent in DM
   2. Investigated and improved the chain of calls while data source modifications to avoid deadlock detection
   3. Scheduler: Cancel ongoing jobs prior starting new one
6. MSP: SP Admin: Auto refresh session after Tenant Provisioning
7. Summary Widget: Enhance UX with data representation
8. UI/UX improvements:
   1. Genesys: Update Icons view for platforms (Genesys Cloud, Genesys Cloud (WebRTC)
   2. Global Filters "Apply" Button UI Improvement
   3. Call details, Quality Details components: Introduce new UX for 500 error handling

Bug Fixes

1. Admin:
   1. Client Versions screen: Version API error
   2. Roles: Incorrect tooltip displayed for 'Add Role' button on mouse hover
   3. SSO configuration: ROLE_MISMATCH error
2. Alerts & Notification: Created alert is not get adding
3. Analytics:
   1. Cisco Video - Call Sessions report. The Start Date is not being correctly parsed.
   2. Close icon is misplaced in Time Zone search box on View Report page
   3. Users/Endpoints filter. Comma character is store like  in platformUserNames parameter
4. Branding: Color theme issues
5. Call Details:
   1. Insight data not appearing in the Insight Widgets on Large Tenant mode
   2. Page freezes upon clicking 'More details' link in Organizer Info section on Conference screen
6. CJV: Nectar score branding name is not reflected in session leg card
7. Dashboards: Cisco Cluster servers are not aligned properly in flow chart
8. DB: Genesys Cloud To/From switched
9. DID Management: Field names are not displaying properly
10. Filters: Some of the global filters are not properly listing
11. Network Details: "Jitter Buffer Delay Avg" metric calculation is incorrect and the extra metric 'Jitter Buffer Emitter Count' should be removed
12. Proactive Testing:
    1. Sentry error on Endpoint Client session summary page
    2. Sentry error while navigating to Test session summary page
13. Provisioning:
    1. Window: Validation error message is misplaced for drop-down fields
    2. Endpoint Client configuration field names display incorrectly
14. Service Provider:
    1. Roles: Analytics Settings get updated automatically after Edit/Save
    2. Settings: SSO configuration details are not displaying
15. Session Summary: More than three insights are visible in Insight section
16. Summary Page: Null value displayed for country name and incorrect country code in 'Ext. Location Country' filter
17. Tenant Summary: Duplicate Platform Entries in GET /aapi/client/summary API Response
18. WebRTC: White label page is appearing while login to WebRTC extension as MSP SSO user