Release Notes for all 2023 Q4 Updates

All releases listed are deployed to all Symbee Connect Regions globally. Each release begins deployment in US Virginia (us-east-1) region first, and then progresses to all other regions globally over the course of approximately 48 hours.

The release dates below mark the date of the release deployment into the first region (us-east-1).

2023 / 12 / 10

What's New

  1. Business Intelligence - Predefined Reports/Dashboard updates
    • All Transfer related dashboards have Target Disconnect Reason added, and also added as a control/filter

What's Fixed

  1. Update to address Wrap/ACW time for outbound Calls not being lodged against the associated Contact when the outbound call was initiated from an Unavailable state. Wrap/ACW time was being recorded as Unavailable time in reporting.
  2. Update to address issue where the agent's state was sometimes getting reverted from Available to the previous used Unavailable state when an outbound interaction was being completed. Issue was only seen in certain configurations (Full Mixing enabled, with Voice, Outbound Voice, multiple concurrent Emails allowed, and Unsolicited Outbound Emails allowed) under certain conditions (outbound interaction being closed after another inbound interaction had been assigned).
  3. Business Intelligence - fix to address issue where nulls were sometimes appearing in Interval columns of Integrated Interval based reports/dashboards. (An SCBI CloudFormation download and Update is required to receive this fix).
  4. Business Intelligence - fix to address issue where Reports/Dashboards for a configured Alternate TimeZone where not selecting the correct set of contacts/interactions for the configured time range.
  5. Business Intelligence - Predefined Report updates:
    • SLA metric formula updated for the longer than normal SLA metrics on the Email-specific reports (SLA 30 mins, 1 hour, 5 hour)
    • Historical Queue Interaction Activity was missing the Contacts Incoming column/metric - now added

What Else

  1. The functionality added in September (2023) related to handling of Third-Party Cookies is now enabled by default in all regions, in preparation for upcoming Google Chrome updates in 2024 Q1.
  2. Update to use the updated (AWS moved again) Amazon Connect Endpoint Testing Utility URL under Settings => Support Tools in the Symbee Connect Agent/User UI.

Feature Integration CloudFormation Updates available

(Refer here for additional guidance on applying our CloudFormation updates).

  • Symbee Connect Business Intelligence with QuickSight CloudFormation
    • Updates to Glue/Athena views to address null interval issue (see What's Fixed above)

2023 / 11 / 24

What's New

  1. Business Intelligence - Support for migration of historical Contact Lens data

    • Additional parameter added to the SCBI CloudFormation to indicate if historical Amazon Connect Contact Lens data should be migrated into Amazon Athena / QuickSight
    • Other related CloudFormation updates to support the migration
    • An SCBI CloudFormation download and Update is required to receive this new functionality

  2. Business Intelligence - Wallboard mode added to QuickSight Real-time Dashboards tool

    • The QuickSight Real-time Dashboards tool in the Symbee Connect Administration Portal is updated with a new Wallboard Mode checkbox when the dashboard is popped out into full-screen

  3. Business Intelligence - New Predefined Real-time Reports/Dashboards added

    • Two new Amazon QuickSight Data sets added in support of real-time queue and agent visualizations
    • New Realtime Queues example dashboard added
    • New Realtime Agents example dashboard added

What's Fixed

  1. Fixing issue where SCBI settings updates in the Symbee Connect Integration page of the Administration Portal were not immediately taking effect on all other Portal screens

What Else

  1. Business Intelligence - User Hierarchy fields are added to data returned in the real-time agents views, to be inline with all other Current Day and Historical Datasets.

  2. Business Intelligence - New Glue/Athena views added in support of Contact Lens reporting in Amazon QuickSight.

Feature Integration CloudFormation Updates available

(Refer here for additional guidance on applying our CloudFormation updates).

  • Symbee Connect Business Intelligence with QuickSight CloudFormation
    • Updates for migration of historical Contact Lens data
    • Adding Contact Lens related Glue/Athena views

2023 / 11 / 16

What's New

  1. General Availability (GA) for Symbee Connect Business Intelligence (SCBI) for Amazon QuickSight

    • Symbee Connect Business Intelligence (SCBI) is a 100% AWS Serverless Business Intelligence (BI) solution that was developed for Amazon QuickSight to provide both Real-time and Historical Business Intelligence (BI) for the Contact Center.
    • Designed to provide contact center data management, data reporting/analytics, data insights, and observability to any Omnichannel interaction, contact attribute’s (CA), Conversational/Generative AI, and other AI/ML AWS Services.
    • Provides a full set of out-the-box managed Datasets and Dashboards (i.e. reports) for visualization of your data using Amazon QuickSight
    • Includes full support for importing/migration of all your AWS-based historical data from Symbee Connect, Amazon Connect, and related services into Symbee Connect Business Intelligence (SCBI) during installation so you can immediately have access to standard dashboards and visualizations of historical data.
    • Refer to complete documentation here: Business Intelligence - Introduction
    • Available in all supported Symbee Connect AWS Regions (US Virginia, US Oregon, Canada Central, London, Frankfurt, Sydney, Tokyo, Singapore, Seoul) except Cape Town (S.Africa)

  2. Symbee Connect Business Intelligence (SCBI) Updates and New Features

    • New Amazon QuickSight Real-time Dashboards module added to the Symbee Connect Administration Portal. Allows any Amazon QuickSight Dashboard to be displayed, with an auto/timed-refresh (intended for use with real-time wall-board and current-day style dashboards)

    • Additional Business Intelligence Company/Environment Settings added to the Symbee Connect Integration section in support of the new QuickSight Real-time Dashboards module:

      • QuickSight Primary/Identity AWS Region
      • Default Embedding QuickSight User
      • Default Embedding QuickSight User namespace

    • New SCBI Firehose Transformation Lambda added to the CTR, ITR, and AgentEvents Live Data Firehoses to filter out AgentEvent heart-beat events from the Athena/Glue database, and to clean CTR and ITR events containing duplicate Contact Attributes prior to going into the Athena/Glue database

    • New background AWS EventBridge process added to populate and maintain a user names reference table in Athena/Glue containing FirstName, LastName, and FullName. Can also be used for custom third-party datafeed generation if needed.
    • New userfirstname, userlastname, and userfullname fields added to the CTR, Integrated ITR, and Work Codes datasets in Amazon QuickSight, available for adding to visuals as needed.

What's Fixed

  1. Symbee Connect Email Channel - fix to address issue related to Email Parking, specifically related to auto-parking inbound emails via Inbound Email Rules.

Feature Integration CloudFormation Updates available

(Refer here for additional guidance on applying our CloudFormation updates).

  • Symbee Connect Business Intelligence with QuickSight CloudFormation (New)

    • New optional CloudFormation is available under Data Feeds and Reporting CloudFormations on the Feature Integrations CloudFormations page in the Administration Portal
    • This is the main installation/update CloudFormation for Symbee Connect Business Intelligence (SCBI). For more information, refer to our step-by-step guides in the documentation

  • Email Channel CloudFormation

    • Update to the Rules processing Lambda to address auto-parking issue (see What's Fixed above).

2023 / 11 / 10

Symbee Connect Business Intelligence (SCBI) for Amazon QuickSight - Beta Release 5

  • Additional SCBI out-the-box predefined reports (Dashboards) added:
    • Email Channel focused Historical and Current day
    • Preview/Progressive Channel focused Historical and Current day
    • Additional Queue and Agent level reports added
    • Current Day and Historical Routing Profile based reports
  • Totals/Summary added to all SCBI out-the-box predefined reports (Dashboards)
  • Adding Agent Hierarchy Filter Controls to all Agent-level resports (Dashboards)
  • Further updates and fixes in Automated SCBI QuickSight Dashboard deployment module in the Symbee Connect Administration Portal
  • Predefined Dashboard updates to address SLA metrics reporting incorrect values
  • Predefined Dashboard updates to address certain metrics on Integrated (Omni Channel) reports not reporting correctly

2023 / 10 / 30

Symbee Connect Business Intelligence (SCBI) for Amazon QuickSight - Beta Release 4

  • Adding support for customer deployments into secondary AWS Regions in the same AWS Account with Connect and Symbee Connect instances in multiple AWS Regions.

  • Updates to exclude historical migration of Amazon Connect HEART_BEAT Agent Events.

  • Initial release of all SCBI out-the-box pre-defined reports (Amazon QuickSight Dashboards)

  • Enhancements, updates, and fixes in Automated SCBI QuickSight Dashboard deployment module in the Symbee Connect Administration Portal

2023 / 10 / 22

Symbee Connect Business Intelligence (SCBI) for Amazon QuickSight - Beta Release 3

  • Additional Athena Views added to support integrated Amazon Connect delivered Contact and Symbee Connect delivered Interaction data into merged views for all-channel holistic Dashboard options in Amazon QuickSight.
  • Historical Migration updates to provide periodic progress updates for better visibility into data migration activity for large customers with 2-3 year data migrations.
  • Automated SCBI QuickSight Dashboard deployment added, via the Symbee Connect Administration Portal.
  • New SCBI Company Environment settings added to the Symbee Connect Integration screen.

2023 / 10 / 16

Symbee Connect Business Intelligence (SCBI) for Amazon QuickSight - Beta Release 2

  • Additional SCBI install automation to establish required foundational Amazon resources (User Groups, Data Source, Shared Folders, and Folder Ownership) within in the clients Amazon QuickSight account as part of the initial install.
  • Multiple/Alternate Preferred TimeZone support: Support and qualification for allowing deployment of multiple SCBI stacks to support alternate Time Zones for the same Symbee Connect Company / Environment within the same AWS Account and AWS Region.

2023 / 10 / 10

Symbee Connect Business Intelligence (SCBI) for Amazon QuickSight - Beta Release 1

Initial pre-release of new Symbee Connect Business Intelligence CloudFormation for deploying SCBI infrastructure, including:

  • Live data Firehoses
  • AWS Glue Database and Table definitions
  • AWS Athena Glue views
  • Parquet data transformation
  • Realtime Agent and Queue statistics
  • Pickup and transfer of non-Kinesis live streaming data (Contact Lens and Optimize Evaluations data)
  • Historical Data migration - first release