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CX Vizz – R200

R200-2

Exec Summary 
This is a security and feature update to CX Vizz R200. 

Technical Detail 

• Improved performance for real-time data extraction for busy customers 
• Fixed an issue where some event subscriptions weren’t being registered with Genesys on very busy customers 
• Added queue_conversation_participant_detail and queue_conversation_participant_session_detail tables, now populated by the realtime_queue_conversations action. Also added the delete_old_finished_conversations stored procedure 
• Improved performance of transcription downloads significantly 
• Fixed an issue where Cx Vizz did not start up correctly when using Azure SQL. 
• Fixed an issue in the queue_observations background task where intervals were not from being parsed correctly. 
• Low Risk Security Updates 

Installation 
The new docker image for CX Vizz R200 can be downloaded from the docker.kervexperience.net website in the usual way, and is tagged “CXVizz2-R200-1”. 

R200-1

Exec Summary 
This is a security and feature update to CX Vizz R200. 

Technical Detail 

• Added WFM Short-term forecast downloads 
• Added logging configuration option to Genesys API 
• Fixed issue downloading transcripts for web messaging when message is empty 
• Fixed issue downloading transcripts when a date range was specified 
• Added ability to download data tables 
• Added ability to download schedules 
• Added ability to download emergency groups 
• Fixed reporting of progress on transcript downloads 
• Added real-time email queue monitoring 
• Now downloading which divisions a conversation has been involved in 
• Added Estimate Wait Time real-time downloads 
• Added GDPR delete processing 

Installation 
The new docker image for CX Vizz R200 can be downloaded from the docker.kervexperience.net website in the usual way, and is tagged “CXVizz2-R200-1”.

R200

Exec Summary

Kerv is delighted to announce the General Availability of CX Vizz R200.
CX Vizz R200 is the next major version of the CX Vizz product, which downloads and stores data from the Genesys Cloud Contact Centre platform into a relational database for reporting and data analysis.

Technical Detail

CX Vizz R200 includes all the major functionality from CX Vizz R197, and adds significant new capabilities:

• Online documentation
  • Documentation can be found online at https://docs.kervexperience.net
• New Scheduled Actions capability
  • Downloads can be scheduled for specific times of the day, or specific days
• One-off commands
  • CX Vizz can execute single one-off commands in order to re-run specific downloads without having to restart
• Unified docker image
  • CX Vizz R200 is contained in a single docker image that unifies the real-time and historical download functions that previously were in separate docker images
• New download entities
  • CX Vizz R200 can download audit trails, campaign calling lists, data tables, voice recordings, transcripts and surveys
  • Significant improvement in download speed
• CX Vizz R200 uses fewer API calls, and downloads data more quickly than previous versions.

Breaking changes

CX Vizz R200 is largely backwards compatible with previous versions. However, there are a small number of breaking changes:

• The analytics_participant table no longer contains columns for participant data. This information is now stored in the analytics_participant_attribute table. Additionally, there is an action which can be scheduled, or executed as a one-off action (“update_participant_view”). This action creates or re-creates a view called “custom_participant” which provides dynamic columns similar to the previous behaviour.
• Conversations are now downloaded from the Genesys data lake, rather than periodically. This means that all conversation data will be up to 24 hours old. CX Vizz R200 contains an alternate mechanism to download up-to-the-minute conversations using AWS EventBridge. This requires changes to the Genesys organization settings, and is enabled via a service request. See the “conversations” action for more details.
• The standard stored procedures have been renamed to “aggregate_queue_stats” and “aggregate_user_stats”. Instead of returning values for CX Vizz to insert, they now automatically commit data to the database. Customers with bespoke versions of these stored procedures should rename and review them carefully as part of their upgrade process. CX Vizz R200 now has the ability to call any stored procedure, so there is no longer a need to change any system-provided stored procedures.
• Unified log table
  • CX Vizz R197 and previous versions contained multiple log tables – log_error, log_warn and log_info. These have been combined into a single “log” table for ease of viewing. The new system-provided stored procedure “delete_logs_before_date” enables logs older than a certain number of days to be deleted, in order to preserve space. This stored procedure can be part of a scheduled action.
• GDPR Redactions
  • CX Vizz R200 does not yet implement GDPR requests, so if data is redacted from Genesys, it will not also be redacted from the CX Vizz Database. This is a planned roadmap item.

Lifecycle and support policy

• Kerv expects to continue to support both CX Vizz R197 and R200 in parallel for at least 12 months, in order to enable customers to plan and budget for a migration appropriately.
• CX Vizz R200 is a major version upgrade from R197, and all existing customers are entitled to use R200 for no additional charge. There are also no additional charges for customers wanting to run both versions in parallel.
• There are some breaking changes between R197 and R200 and Kerv strongly recommend that customers test their reports against CX Vizz R200 before using it “live”. Kerv Professional Services can assist if needed.
• New features will be implemented in CX Vizz R200. Kerv will continue to provide security updates and track changes in Genesys in both versions.
• The upgrade from CX Vizz R197 to R200 requires a new, blank database, that will be populated anew with Genesys data. As database servers can operate multiple databases, there should be no increase in costs for running an additional database

Upgrade Procedure

When upgrading the docker, the NAME environment variable should be set.
You must pull the docker from the new registry which is at docker.kervexperience.net.