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CX Vizz – R197
R197-11 (1.97.1217)
Exec Summary
Security updates, enhanced logging for troubleshooting, and resolves specific issues, reported by customers
Technical Detail
- Security – updated RestSharp package to 112.1.0. This addresses vulnerability CVE-2024-45302 which had a CVSS score of 7.8 – High
- Security – updated System.Net.Http package to 4.3.4. This addresses vulnerability CVE-2018-8292 which had a CVSS score of 7.5 – High
- Security – updated System.Net.RegularExpressions package to 4.3.1. This addresses vulnerability CVE-2019-0820 which had a CVSS score of 7.5 – High
- Added additional logging to the process which downloads organization_presence_definitions table to assist with diagnosing an issue.
- Fixed an issue where only the first 10,000 inactive users are downloaded.
- Fixed an issue where participant data with trailing spaces would cause an error if the same participant data without trailing spaces was already present on SQL Server.
R197-10 (1.97.1104)
Exec Summary
Minor enhancements, bug fixes, and a security update
Technical Detail
- Updated Genesys regions supported to include Australia and Brazil
- Addressed an issue where if more than 50 external contacts has been deleted since the previous download job, the download would get stuck.
- Added support for the ININ-WRAP-UP-TIMEOUT system wrap code
- Added fix for Stored Procedures not returning data
- Stored procedure timeout raised to 1800 seconds
- Updated to DotNet 8, as DotNet 6 is reaching end of life on 12 November 2024.
- Now populating date_last_logged_in for users.
- When CX Vizz encounters a “403 Forbidden” response from Genesys when checking for conversation recordings, it will no longer stop downloading conversation recording records. It will now re-attempt the download up to 3 times, before concluding that conversation records should not be downloaded.
- Security – Updated System.Text.Json package to 8.0.5. This addresses vulnerability CVE-2024-43485 which had a CVSS score of 8.8 – High
R197-9 (1.97.0815)
Exec Summary
Security update, and a fix for users getting “stuck in state” on real time wallboards.
Technical Detail
- Fix an issue that occurs when a field needs to be resized and the CX Vizz is configured in the “Staging database configuration”.
- Addresses an issue where knowledge base downloads could be incomplete if Genesys rate limits were exceeded
- Add real-time presence for all media types, not just calls in user_presence table
- Mitigate an issue where events could be missed after new users or queues are added to the Genesys organisation.
- Security – Updated System.Text.Json package to 8.0.4. This addresses vulnerability CVE-2024-30105 which had a CVSS score of 7.5 – High
R197-8 (1.9.7.0624)
Exec Summary
Enhanced Genesys and Zendesk integrations with performance improvements, new metrics, and a security update.
Technical Detail
- Genesys – Limited response text to first 4000 characters (from Knowledge base libraries)
- Genesys – Reduced the number of API calls and the delays between them when download queues and their members. Added logging to show progress of downloading queues.
- Genesys – Fixed an issue whereby user presence was not being downloaded for newly created users.
- Genesys – Enhanced logging for conversation downloads
- Genesys – Added Wrap Code reporting to email messages
- Zendesk – Added reply_time_in_seconds_calendar to tickets. This is only available for native_messaging ticket types.
- Genesys – Added ININ-SYSTEM-LOGOUT to wrapup codes
- Security – Updated Azure.Identity package to 1.11.4. This addresses which had a CVSS score of 5.5 – Medium
R197-7 (1.9.7.0529)
Exec Summary
Fixes for stability and compatibility issues with Genesys real-time integration and Microsoft SQL Server configurations.
Technical Detail
- Fix for ObjectDisposedException when Genesys disconnects the RealTime docker due to an error.
- Fix for queue_observations2 on Microsoft SQL Server – primary key was not being created, and the insert procedure had an invalid column name.
R197-6 (1.9.7.0528)
Exec Summary
Fixes for data integrity, storage, and performance issues, improving stability and accuracy across multiple Genesys and database features.
Technical Detail
- Fixed issue in Genesys when Archiving is enabled where the db_last_updated fields were being updated on archive. This would have affected Postgres users of R197-3, R197-4 and R197-5.
- Fixed issue in the new queue_observation2 table where some non-media-specific metrics were not getting stored. These are now stored under the media type “none”.
- Fixed issue with PARTICIPANT_ATTR not allowing any participant data to be stored in the participants table.
- Fixed issue with organization_presence table only storing inactive presence types. Both active and inactive present types are now being stored.
- Fixed issue where attempts to send telemetry with a very large amount of log data would cause an out-of-memory condition on failure.
- Fix for the responses table showing numerous errors when text in responses exceeds 4000 characters. The text will now be truncated to 4000 characters if necessary.
R197-5 (1.9.7.0520)
Exec Summary
Solves issues in data integrity, storage, and performance issues, improving stability and accuracy across multiple Genesys and database features.
Technical Detail
- Zendesk tickets, users and organisations using custom fields with the “regexp” type were not appearing in the relevant tables.
- GenesysRT users may have noticed random values in the queue_observation table for certain queues. This was caused by Genesys providing multiple statistics set, one for each media type in the queue.
- A new table has been created for real-time queue statistics: the queue_observation2 table has a new media_type field in its key, and customers can either look for queue statistics by media type (voice, email, message etc.), or can sum across all media types. CUSTOMERS SHOULD NO LONGER USE the queue_observation table, and instead use the new queue_observation2 table.
- The responded_time in the email_message table was being calculated incorrectly and could cause exceptions, resulting in the record not being stored correctly. This table is only populated if emails are being exported. CUSTOMERS SHOULD NOT RELY on this value, and instead should calculate the response time for emails from the analytics_conversation and analytics_session tables.
- Due to a deprecation to an existing API in Genesys, the organization_presence table, which was not aware of per-division presence definitions will no longer be updated. The new organization_presence_definition table should be used instead. Note that this table has a new structure. CUSTOMERS SHOULD NO LONGER USE the organization_presence table, and instead use the organization_presence_definition table.
R197-4 (1.9.7.0516)
Exec Summary
Improvements to data accuracy, performance, and logging, addressing key issues and enhancing the reliability of downloaded and stored information.
Technical Detail
- If canned response content exceeds 8000 characters, it is truncated. This avoids errors preventing responses table from being populated.
- User_groups table was being truncated whilst users were being downloaded, CX Vizz now deletes records indicating that users are no longer members of a group as the download proceeds.
- Users table now contains “team_id” column being populated correctly – was always NULL previously.
- Analytics_conversations, analytics_participant, analytics_segment are now being updated more frequently during the download process. This allows reports to be more up to date.
- Various logging enhancements.
R197-3
Exec Summary
Enhances performance for voice recording downloads, removes unused telemetry metrics to prevent memory leaks, and includes a critical security update for Postgres connections.
Technical Detail
- Improved speed of downloading voice recordings by doing them in parallel
- Removed metrics from telemetry, these were not being used and could cause a memory leak if the telemetry service was blocked via a firewall
- Security update: CVE-2024-32655 which affects Postgres database connections has been patched. This has a severity of 8.1 and therefore should be applied within 14 days.
The security update introduced a breaking change that caused the stored procedures (updating queue_aggregates and user_aggregates) and the archiving process to fail on Postgres.
R197-2
Exec Summary
Resolves issues with SQL server handling of participant data keys and ensures proper deletion of recording when retention periods were already set.
Technical Detail
- Fixed issue with SQL Server when participant data keys contained square brackets.
- Fixed issue with deleting recordings only when a retention period was already set.
R197-1
Exec Summary
Resolved issues with deleting recordings lacking retention policies and invalid field formats in Genesys participant data.
Technical Detail
- Fixed an issue with deleting recordings that do not have a retention policy defined
- Genesys – issue with invalid field format in participant data
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.
