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RiseXperience Online Reference
  • Home
    • RiseXperience Overview

Features

  • Feature List
    • General Agent and User Interface
    • User Management
    • User General (Contact Center and Back Office)
      • User Calling and Dialing
      • Do Not Call
      • Call History
      • Instant Messaging between Users
    • Voicemail
    • Contact Center Specific
      • Hours of Operation
      • Flow Control
      • Contact Center Interaction Handling
      • Call Recording
      • Screen Recording
      • Agent Realtime Queue Stats
      • Contact Center Supervisor
      • Work Codes
      • Auto-Text Library (Pre-written Text snippets)
      • Agent-side Chat Functionality
      • Contact Center Agent Evaluations and Scorecards
    • Contact Center Channels
      • Automated Outbound Dialing
      • Webchat Channel
      • SMS Channel
      • Email Channel
      • Social Messaging Channels
    • Screen Pops, CRM and External System Integration
      • Contact Attribute Display
      • Cloud CRM Integrations
      • Integrating to custom external systems, and in-house developed CRM's

Getting Started

  • Signup and Instances
    • AWS Marketplace
    • Company Alias and Environments
      • RiseXperience Company Alias
      • RiseXperience Environments
  • Quick Start Guide
    • 1. Before You Start
    • 2. Whitelist your URL
    • 3. Add Agent Statuses in Amazon Connect
    • 4. Configure Amazon Connect Integration Page
    • 5. Run CloudFormations
      • Overview
      • Initial Integration CloudFormation
      • Amazon Connect Management and Real-time Statistics CloudFormation
    • 6. Set up a New User
      • Overview
      • Create a new User Template
      • Modify the new User Template
      • Add a new User
    • 7. Test Core Telephony Features
      • Login to RiseXperience
    • Test Outbound Calling
    • 8. Next Steps
  • Common Terms

Frequently Asked Questions

  • FAQs
    • Administrators
    • Users
    • Commonly asked Support Questions

Administration Portal

  • Overview and Navigation
    • Navigation
  • Company and Environments
    • Overview
    • Environments and AWS Regions
    • Company Environments
      • Adding an Environment in the same Region
      • Adding a first Environment in an alternate Region
      • Adding a subsequent Environment in an alternate Region
      • Modify
  • Environment Selector
  • Administration Users
    • Overview
      • Note: Administration Users and Regions
      • Note: Administration User Single Sign-On
    • Company Administration Users
      • Add New Administration User
      • Modify
      • Delete
  • Security Roles
    • Overview
    • The Default Security Roles
    • Maintaining Security Roles
      • Add New Security Role
      • Modify
      • Duplicate
      • Delete
  • Password Control
    • Overview
    • Password Settings
      • Minimum Password Length
      • Maximum Password Length
      • Uppercase and Lowercase Required
      • Numbers Required
      • Special Characters Required
      • Restrict using Recent Previous Passwords
      • Maximum Failed Login Attempts
      • Password Expiry Days
  • Admin Single Sign-On
    • Overview
    • Specific Characteristics of RiseXperience Admin Portal SAML 2.0 Support
    • Accessing Administration Portal SSO Settings
    • Single Sign-on Settings Details
      • Single Sign-On Enablement
      • Your Endpoint Details (used for configuration in your Identity Provider)
      • Your Identity Provider (SAML IdP) Details
    • Step by Step setup instructions for common Identity Providers
  • Service Limits
    • Viewing your currently configured Service Limits
    • Requesting a Service Limit Increase
    • Initial Company Service Limits
      • Company Level Limits
      • Environment Level Limits

Environment Configuration

  • RiseXperience
    • Integration
      • Instant Messaging
      • Reporting Configuration
      • Optimize Configuration
      • Do Not Call Lists Configuration
      • Preview Campaign Configuration
    • Feature Integrations (CloudFormations)
      • Symbee Connect Integration CloudFormation
      • Hours of Operation CloudFormation
      • Flow Controls CloudFormation
      • Amazon Connect Management and Real-time Statistics CloudFormation
      • Interaction Search CloudFormation
      • Amazon Chime CloudFormation
      • Optimize CloudFormation
      • Chat Integration CloudFormation
      • Voicemail and Direct Dialing CloudFormation
      • Preview Dial CloudFormation
      • Email Channel CloudFormation
      • AWS End User Messaging SMS CloudFormation
      • Pause/Resume CloudFormation
      • Do Not Call CloudFormation
      • Data Feeds and Reporting CloudFormations
      • Audit History CloudFormation
      • Salesforce CloudFormation
      • Dynamics 365 CloudFormation
      • NetSuite CloudFormation
      • Zendesk CloudFormation
      • Clio CloudFormation script
      • Zoho CloudFormation script
  • Amazon Connect
    • General
      • Amazon Connect URL
    • Amazon Connect Single Sign-On Details
      • Amazon Connect Single Sign-On Behavior enabled
      • Amazon Connect Single Sign-On URL
      • Auto-Close Amazon Connect Window during Sign-On
    • Amazon Connect Integration
      • Amazon Connect Instance ARN
      • Connect Directory Type
      • Connect User Management Integration enabled
      • Connect Queue Integration Enabled
      • Realtime and Historical Metrics enabled
      • Realtime Metrics Refresh Interval
    • Amazon Connect Advanced Settings
      • Third Party Establish Buffer
      • Blind Transfer Completion Buffer
  • Amazon Chime
    • Chime Company Environment Global Settings
      • Amazon Chime Integration Enabled
      • Chime SDK Master AWS Region
      • Default Chime Meeting AWS Region
      • Default Maximum Concurrent Chime Calls for Users
      • Direct User Calling Enabled
      • Outbound PSTN Calling Enabled
      • Default Outbound Calling Number Presented
      • PSTN Outbound SIP Media Application ID
    • Inbound Call Rules
      • Inbound Call Rule Settings

Contact Center Administration

  • Users/Agents
    • Users
      • Overview
      • Maintaining Users in Amazon Connect via the Administration Portal
      • User Templates
      • Contact Center Users
      • Unified Communications Users
      • Bulk Maintain User Settings
      • Add and Import Users
    • User Settings
      • Unison User Settings
      • Engagement User Settings
      • Supervisor User Settings
    • User Hierarchy
      • Overview
      • Hierarchy Structure
      • Hierarchy Members
      • Hierarchy Assignments
    • Unavailable Reason Groups
      • Adding a New Unavailable Reason Group
      • Maintain Unavailable Reason Group Entries
      • Updating and Deleting Unavailable Reason Groups
  • Work Codes
    • Maintain Work Codes
      • Work Code Settings
    • Work Code Groups
      • Work Codes Group Settings
  • AutoText
    • AutoText Groups
      • AutoText Groups Settings
      • Edit an AutoText Group's Entries
    • AutoText Entries
      • AutoText Entry Settings
    • Using AutoText Entries as Email Templates, and using HTML markup
      • Using Images in AutoText Email Templates
  • Reporting
    • Interaction Search
      • Using Interaction Search
      • Upgrading to Interaction Search Version 2
    • Change History
      • Keeping an audit of changes for periods longer than 45 days
      • Change/Audit History Kinesis Event format

Customer Routing

  • Hours of Operation
    • Operating Hours Schedule
      • Add New Schedule
      • Modify Schedule
      • Delete Operating Hours Schedule
  • Multiple Task Handling
    • Non Amazon Connect Task Concurrency Rules
      • Maximum Concurrent WebChat Tasks per Agent
      • Maximum Concurrent SMS Tasks per Agent
      • Maximum Concurrent Social Messaging Tasks per Agent
      • Maximum Concurrent Preview Dial Tasks per Agent
      • Maximum Concurrent Standard Email Tasks per Agent
      • Maximum Concurrent Email (Routed) Tasks per Agent
      • Overall Maximum Concurrent Tasks per Agent
      • Amazon Connect / Symbee Connect Assignment Behavior
  • Queues and Skill Assignment
    • Importing Amazon Connect Queues into RiseXperience
    • Skill Queues
    • Skill Queue Settings
      • Queue Definition
    • Queue State and Task Behavior
      • Queue State
      • Operating Hours Schedule
      • Accept/Decline Timeout (seconds)
      • Wrap (ACW) Enabled
      • Auto Wrap Timeout (seconds)
      • Work Code Selection Required
    • Preview and Progressive Specific Behavior
      • Preview Task Maximum Attempts
      • Preview Task Default Attempt Interval
      • Progressive Behavior Enabled
      • Progressive Delay (seconds)
      • Progressive Cancelable
    • Queue Related Message Configuration
      • Initial Response Message (Closed)
      • Agent Welcome Message
      • Conversation Ended Message
    • User Skill Assignment
      • Add Skill to Selected Users
      • Remove Skill from Selected Users
      • Bulk Skill Reassignment
      • User Skill Assignment (View Skill assignments by Skill)
  • Flow Controls
    • Overview
    • Flow Control Points
      • Configuring Flow Control Points
    • Flow Control Tables
      • Configuring Flow Table Attribute Definitions
      • Creating and Configuring Flow Control Tables - your Table Definitions
      • Exporting and Importing Flow Control Table Definitions
      • Populating your Flow Control Tables with Content
      • Exporting and Importing Flow Control Table Definitions
      • Using your Flow Table Data in Contact Flows

Channels

  • Voice
    • Contact Permissions
      • Add Contact Permissions Rule Set Settings
    • Do Not Call Lists
      • Overview
      • Adding DNC list entries, and the "Default List"
      • Initial Do Not Call Set Up
      • Administering Do Not Call Lists
      • Configuring Users/Agents to use Do Not Call Lists
      • End User/Agent Do Not Call experience
  • Chat and Messaging
    • Chat (all types) Overview
      • Chat Channel Types
      • Selecting the Chat Delivery Provider
      • Chat Automatic Language Translation
    • WebChat
      • WebChat Endpoints
    • SMS
      • SMS - AWS End User Messaging
      • SMS - REST Based
      • SMS - SMPP Providers
    • Social Chat
      • Overview
      • Social Messaging Configuration
  • Email
    • Email
      • Standard Email Configurations
      • Email Signatures
      • Email Preferred Agent (or Return to Agent) Routing
      • Inbound Routing Rules
      • Shared Parking Areas
      • Routed Email Configurations
  • Tasks
    • Tasks Integration
      • Tasks Overview
      • Special Contact Attributes used for control of Task presentation
      • Display Labels
      • Task Templates
      • Enabling the Create Tasks tool for a User/Agent
      • Testing Tasks

Campaigns

  • Preview and Progressive Dial
    • Overview
    • Preview and Progressive Campaigns
      • Flow from a system perspective:
    • Preview Agent User Interface
    • Viewing Campaign Status, Monitoring, Actions and Notifications
      • Campaign States
      • Preview Task States
      • Campaign Actions
    • Creating and Maintaining Preview and Progressive Campaigns
      • Note on Progressive Behavior
      • Add New Campaign Settings
      • Maintain Campaign Settings
    • Campaign Task Intake File Formatting
    • Campaign Intake Error Notifications

Optimize

  • Optimize Overview
  • Evaluation Forms
    • Evaluation Form Groups
    • Evaluation Forms
      • Evaluation Form Publishing Status and Form Versions
      • Adding a New Form
      • Modify Form
      • Delete Form
      • Publish Form
      • Copy Form
    • Manage a Form's Sections and Questions with the Form Builder
      • Form Scores and Question Points
      • Form Sections
      • Form Questions
    • Evaluation Preview
  • Evaluating Agents
    • Starting an Evaluation
    • Performing an Evaluation
    • Sending the Evaluation to the User/Agent for review
    • Working with Disputed or Contested Evaluations
  • Evaluations Review and Data
    • Evaluations History View
    • Historical Evaluation Actions
    • Evaluation Data Storage and Format
      • Analyzing your Optimize Evaluation data
      • Optimize Evaluation payload format (when stored in S3)

Business Intelligence

  • Introduction
    • Overview
    • Implementation Methodology
      • Key Methodologies of Deployment
    • Major Components and Data Flow
    • Amazon QuickSight
  • Architecture
    • Live Data Capture and Visualization
    • Real-time Data Capture and Visualization
    • AWS Services Used
    • Security and Access
      • Additional security notes in context with RiseXperience Business Intelligence (SCBI)
  • Initial Setup
    • Pre-requisites
      • Pre-requisite - Sign up for Amazon QuickSight
      • Pre-requisite - Set up Amazon QuickSight Identity Management
      • Pre-requisite - Run the Data Feeds and Reporting CloudFormation
    • Installation
      • Understanding Amazon QuickSight Identity Regions
      • Understanding Preferred Time Zones in an Install
      • Migration of Historical Data
      • Download and Run the Business Intelligence CloudFormation
      • Post-CloudFormation Amazon QuickSight Configuration Steps
      • Update Business Intelligence settings in your RiseXperience Administration Portal
      • Starting Historical Data Migration and Monitoring progress
      • Deploy the Managed/Predefined Amazon QuickSight Dashboards
      • Set up Nightly Refresh Schedules on your Spice Datasets
      • Configure Embedded Realtime QuickSight Dashboards in the RiseXperience Administration Portal
  • Preferred Time Zones
    • Support for Multiple Time Zones
  • Deploying Predefined Reports
    • Accessing the SCBI QuickSight Reports Deployment screen
    • Installing and Updating Predefined Dashboards
  • Spice Dataset Refreshes
    • Background
    • Setting up your Spice Dataset Refresh Schedules
  • Real-time Dashboards
    • Step 1 - Create a User in Amazon QuickSight for the RiseXperience Admin Portal to use for Dashboard Embedding
    • Step 2 - Add the new User (created above) to the scbi-viewers User Group
    • Step 3 - Add the RiseXperience Admin Portal as an Allowed Domain for Embedding in Amazon QuickSight
    • Step 4 - Configure the Embedding Amazon QuickSight user in your Admin Portal
    • Test viewing one of your Amazon QuickSight Dashboards
  • Historical Data Migration
    • When to set up and perform your Migration?
    • Setting up for Historical Data Migration
    • Starting Migration
    • Monitoring Migration Progress
  • QuickSight Terminology
    • The Four key Objects / Entities in Amazon QuickSight terminology:
      • Data Source
      • Data set (or dataset)
      • Analysis
      • Dashboard
    • Ownership of Objects / Entities
    • Spice
  • Customizing Reports
    • Overview
    • Modifying a Predefined Report and Republishing as a new Dashboard
      • General Approach
    • Enhancing a Predefined report with your custom Contact Attributes
      • General Approach
  • Reference
    • Predefined Reports
      • Deploying the Predefined Dashboards
      • Categories and Naming Conventions
      • List of Predefined Dashboards
    • Data Reference
      • Field Naming Conventions
      • Field Reference
  • FAQ
    • Running and Updating the CloudFormation
    • Deploying our Managed Reports (Dashboards) into your QuickSight Account
      • Question: No reports discovered, on the QuickSight Reports Deployment view
      • Question: Reports fail to deploy, from the QuickSight Reports Deployment view
      • Question: Reports indicate they are installed in theQuickSight Reports Deployment view, but I can't see them in QuickSight

Step By Step Guides

  • Operations Configuration
    • Amazon Chime
      • Overview
      • Run CloudFormation
      • Claiming Phone Numbers in Chime Service for PSTN Calling
      • Configuring Amazon Chime Integration
    • Voicemail
      • Overview
      • Enabling Amazon Connect CTR Kinesis Stream and Live Media Streaming
      • Run CloudFormations
      • Voicemail Transcription Functionality
      • Configuring Lambda for use in Amazon Connect Contact Flows
      • Using Agent/User Voicemail in Amazon Connect Contact Flows
      • Using Group or Queue Voicemail in Amazon Connect Contact Flows
      • Set Transcription Language in Contact Flow
    • Direct Dialing
      • Overview
      • Enabling Amazon Connect CTR Kinesis Stream and Live Media Streaming
      • Enabling Amazon Connect Live Media Streaming
      • Download and Run Voicemail and Direct Dialing CloudFormation
      • Configuring the Direct Dial Lambda for use in your Amazon Connect Contact Flows
      • Configuring and Using a Direct Dial Phone Number assigned to a User
      • Configuring Call Forwarding
      • Configuring Call Forwarding in RiseXperience
      • Configuring the Missed Call Feature
    • Extensions
      • Overview
      • Run CloudFormations
      • Configuring Lambda for use in Amazon Connect Contact Flows
      • Creating Dial By Extension Contact Flow
    • Hours of Operation
      • Run CloudFormation
      • RiseXperience Configuration
      • AWS Configuration
      • Assigning Hours of Operation
    • Flow Controls
      • Overview
      • Run CloudFormation
      • Configuring New Flow Control Points
      • Using Flow Control Points in your Amazon Connect Contact Flow
    • Do Not Call
      • Installing the Do Not Call CloudFormation
      • Do Not Call Configuration
      • Create and Populate your first Do Not Call List
      • Configure Users to use Do Not Call Lists
    • Optimize
      • Download and install the Optimize CloudFormation
      • Enable Optimize within RiseXperience
    • Interaction Search (Enable)
      • Overview
      • Run the Pre-requisite CloudFormations
      • Download and Install the Interaction Search CloudFormation
      • Enable Interaction Search in the Administration Portal
    • Interaction Search (Upgrading)
      • Overview
      • Step 1 - Download and Update your Interaction Search CloudFormation stack
      • Step 2 - Switch your Interaction Search version from V1 to V2 in the Administration Portal
      • Step 3 - Initiate Historical Data migration in Amazon EventBridge
    • Change History
      • Run the CloudFormation
      • Enable sending your Audit Activity to Kinesis
  • Channel Configuration
    • Email
      • Overview
      • Configuring Outbound and Inbound Email Addresses
      • Run the Email Channel CloudFormation
      • Complete SES Configuration
    • Preview and Progressive Dial
      • Overview
      • Decide and Set Preview AWS Region
      • Run CloudFormation
      • Post CloudFormation Manual Configuration
      • Preview and Progressive Campaigns
      • Skill Queues in relation to Preview and Progressive Dial
      • Multiple Task Handling
      • Operating Hours
      • Work Codes
      • Uploading Campaign Intake Files for Processing
      • Campaign Status, Monitoring and Notifications
    • Webchat
      • Overview
      • Setting up a WebChat using Delivery Provider: RiseXperience
      • Setting up a WebChat using Delivery Provider: Amazon
  • Desktop Configuration
    • Browsers
      • Chrome
      • Firefox
      • Important Notes
    • Headsets
      • Jabra Headset Configuration
      • Poly Headset Configuration
    • Universal Chrome Extension
      • Installing the Extension
      • Generic Click To Call
      • Automated Recording Pause and Resume
  • Optional Channel Configuration
    • AWS End User Messaging SMS
      • Overview
      • Prerequisites
      • Run the CloudFormation
      • Claiming SMS Phone Numbers in AWS End User Messaging
      • Complete the Two-way SMS configuration on your End User Messaging SMS numbers
      • Configuring the AWS End User Messaging SMS channel within RiseXperience
      • Configure Agents to Initiate Outbound Messages from the RiseXperience UI
    • Twilio SMS MMS
      • Overview
      • Setting up Twilio SMS using Delivery Provider: Amazon
      • Setting up Twilio SMS using Delivery Provider: RiseXperience
      • Configure Programmable SMS within Twilio
      • Configure Twilio SMS in your Environment
    • Zendesk Social Channel
      • Overview
      • Configure Sunshine Conversations with Zendesk
      • Configuring the Sunshine Conversations in RiseXperience
  • CRM and External System Integration
    • Contact Attributes Display
      • Overview
      • Configuration
      • Validation of Contact Attributes Display
      • Highlighting specific Attributes in the User/Agent UI
    • Generic System Screen Pop
      • Prerequisites
      • Configuration
      • ScreenPop URL Fusion Functionality Validation
    • Zendesk
      • Prerequisites
      • Whitelisting Zendesk Domain
      • Enable Call Trace Record (CTR) streaming within Amazon Connect
      • Download and Install the Zendesk Managed App
      • Obtaining Zendesk API Credentials
      • Enable Zendesk API Access
      • Download and Run Zendesk CloudFormation
      • Enable Zendesk Fusion
    • Salesforce
      • Overview
      • Adding RiseXperience Softphone to Salesforce
      • Configuring Salesforce RiseXperience API Integration
      • Configuring Users in Salesforce Fusion in RiseXperience
      • Adding Custom Fields to Tasks in Salesforce
      • Run CloudFormation
      • Optional - Making use of the RiseXperience Salesforce Contact Flow Lambda
    • ServiceNow
      • Prerequisites
      • Whitelisting ServiceNow Domain in Amazon Connect
      • Configuration Settings for Embedding into ServiceNow
      • Whitelist URL to be Trusted for Openframe API in ServiceNow
      • Changing UI Default Size when Embedding
      • Configuring Screen Pop
    • Netsuite
      • Overview
      • Enable Call Trace Record (CTR) streaming within Amazon Connect
      • Download and Install NetSuite Restlet
      • Obtaining NetSuite API Credentials
      • Adding Custom Fields to NetSuite PhoneCall record
      • Download and Run NetSuite CloudFormation
      • Enable NetSuite
    • Dynamics 365
      • Prerequisites
      • Whitelisting Dynamics 365 Domain in Amazon Connect
      • Configuration Settings for Dynamics 365
      • Enable Dynamics 365 Fusion in RiseXperience
  • Reporting and Event Data Feeds
    • Enabling Event Data Feeds
      • Pre-requisite - Enable CTR and Agent Event Feeds on your Connect Instance
      • Enable Event Data Feeds in RiseXperience Administration Portal
      • Run the CloudFormation
  • Business Intelligence
    • Initial QuickSight Setup
      • For first-time use of Amazon QuickSight in your AWS Account
    • QuickSight SAML SSO Setup
      • Setting up SAML-based Single Sign-On (SSO) using an External IdP
    • CloudFormation Install
      • Download the Business Intelligence CloudFormation
      • Deploy the CloudFormation stack in your AWS Account
      • CloudFormation Input Parameter details
    • Post CloudFormation One-Time Steps
      • Step 1 - Add Users to the Business Intelligence "Managed" User Groups
      • Step 2 - Grant Amazon QuickSight Permissions to the new Business Intelligence S3 Buckets
      • Step 3 - Verify Amazon QuickSight access to the new Athena Data Source
  • Other Guides
    • Create New Users
      • Assumptions
      • Add New User
    • Supervisor Monitoring Setup
      • Overview
      • Amazon Connect Setup Requirements
      • RiseXperience Setup Requirements
      • RiseXperience Supervisor Monitor Restrictions/Caveats
    • Downloading User Logs
      • Downloading Logs for Support

AWS Configuration

  • CloudFormations
    • Overview and Purpose
      • Overview and Purpose
      • What is AWS CloudFormation?
      • Prerequisites and First Steps
    • Updating CloudFormations
      • How AWS CloudFormation updates work
      • CloudFormation Update Steps
  • Amazon Connect Configuration
    • Overview
    • Agent Status Configuration
    • Enabling CTR Streaming
    • Whitelisting URLs
  • AWS Services
    • AWS Services used

Reference

  • Webchat Developers Guide
    • Overview
    • Configuring a new customer-facing Webchat Endpoint
    • Configuring the setting of your customer facing Webchat Endpoint
      • WebChat Routing
      • General UI Setup
      • Localization and Language
      • Customizing the Logo
      • Adjusting Layout, Fonts, Colors and Sizing
      • Configuring the Pre-Chat Questionnaire Form - Standard Fields
      • Configuring the Pre-Chat Questionnaire Form - Custom Fields
    • Integrating a Webchat Endpoint into your website
      • Webchat Endpoint Access URL
      • Presenting the Customer-facing Webchat to users
      • Pop-up Blocker Constraints
      • Pre-populating the Pre-Chat Questionnaire Form Fields
      • Proactively Determining if Chat is Open or Closed
    • Webchat Endpoint Access Point
      • Restrict to Frame Only
      • Restrict Hosting Domains
      • Restrict to Frame Only, but still present Webchat as a Pop-Out window
    • Example CSS Override File
  • Generic Routed Email API
    • Generic Routed Email API Endpoint
    • API Authentication
    • API Request Payload
      • Mandatory Request Object properties
      • Optional/Custom Attributes
      • Request Payload Example
    • API Response Format
  • Realtime Queue Stats API
    • Realtime Queue Stats API Endpoint
    • API Authentication
    • API Request Payload
      • Request Object properties
      • Request Payload Examples
    • API Response Format
    • API Response Elements
  • Preview Campaign API
    • Preview Campaign Realtime API Endpoint
    • API Authentication
    • API Actions Overview
      • AddOrUpdateCampaignRecord
      • SearchPreviewCampaign
      • ChangeCampaignRecordStatus
      • TransferCampaignRecord
      • DeleteRecordFromCampaign
    • AddOrUpdateCampaignRecord Action
      • Action Request URL
      • Action Request Payload
      • Request Payload Example
      • Action Response Payload
      • Response Payload Example:
    • SearchPreviewCampaign Action
      • Action Request URL
      • Action Request Payload
      • Request Payload Examples
      • Action Response Payload
      • Response Payload Example:
    • ChangeCampaignRecordStatus Action
      • Action Request URL
      • Action Request Payload
      • Request Payload Example
      • Action Response Payload
      • Response Payload Example:
    • TransferCampaignRecord Action
      • Action Request URL
      • Action Request Payload
      • Request Payload Example
      • Action Response Payload
      • Response Payload Example:
    • DeleteRecordFromCampaign Action
      • Action Request URL
      • Action Request Payload
      • Request Payload Example
      • Action Response Payload
      • Response Payload Example:
  • User Provisioning API
    • User Provisioning API Endpoint
    • API Authentication
    • Common API Request and Response details
      • Common Operation Request Payload properties
      • Common Operation Response details
    • Add User operation
      • Request Object properties
      • Add User Payload Example
      • Add User Response Example
    • Query User Existence operation
      • Request Object properties
      • Query Existence Payload Example
      • Query Existence Response Examples
    • Delete User operation
      • Request Object properties
      • Delete User Payload Example
      • Delete User Response Example
  • Interaction Event Feeds
    • Overview
    • Enabling RiseXperience Data Event Feeds
    • Interaction Events - General Formatting
    • Data Description - Interaction Events
      • Event Example
      • Event Field Descriptions
    • Data Description - Work Code Events
      • Event Example
      • Event Field Descriptions
    • Data Description - User Usage Events
      • Event Example
      • Event Field Descriptions
    • Data Description - Extended Agent Events
      • Event Example
      • Event Field Descriptions
    • Chat Transcripts
      • Chat Transcript Example
  • Custom Email Routing
    • The Default Inbound Email Routing Rules Lambda
    • Providing an alternative custom Email Routing Lambda
      • Pre-requisites and Requirements for using a Custom Email Routing Lambda
  • Admin Single Sign-On
    • Configure Admin SSO with Microsoft Azure Active Directory
      • Step 1 - Log into Azure AD, declare a New Enterprise App, and assign to required users
      • Step 2 - Configure SAML SSO settings for your new Enterprise App within Azure
      • Step 3 - Complete the SAML SSO configuration within RiseXperience
      • Step 4 - Enable Single Sign-On within RiseXperience, and test
    • Configuring Admin SSO with Microsoft ADFS
      • In Microsoft ADFS:
      • In your RiseXperience Admin Portal Single Sign-On settings:
      • Enable Single Sign-On within RiseXperience, and test
  • User/Agent Single Sign-On
    • Overview
    • Setting up your RiseXperience Single Sign On
      • 1. Configure your Amazon Connect instance to use SAML as its User identity mechanism
      • 2. Set up SAML federation between your IdP and your AWS Account
      • 3. Configure an SSO Application in your IdP for the Amazon Connect CCP
      • 4. Configure RiseXperience for SSO using IdP deep-link of Amazon Connect SSO application
      • 5. Hide Amazon Connect SSO application icon from your IdP console(Optional)
    • Common Terms
    • Troubleshooting issues with IDP SAML Federation into AWS
    • Notes on Common Identity Providers
      • Microsoft Azure Active Directory (AD)
      • Okta

Training Guides

  • Agent
  • Supervisor

Product Notices

  • Product Notices Home

Release Notes

  • Release Notes Home
  • 2026 - Q3
    • 2026 / 09 / 10
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2026 / 07 / 09
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
  • 2026 - Q2
    • 2026 / 05 / 21
      • What Else
    • 2026 / 05 / 02
      • What's New
    • 2026 / 04 / 27
      • What's New
      • What Else
    • 2026 / 04 / 08
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
  • 2026 - Q1
    • 2026 / 03 / 21
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2026 / 01 / 20
      • What's New
    • 2026 / 01 / 12
      • What's New
      • What's Fixed
      • What Else
  • 2025 - Q4
    • 2025 / 11 / 04
      • What Else
    • 2025 / 10 / 31
      • What's Fixed
      • Feature Integration CloudFormation Updates available
    • 2025 / 10 / 10
      • What's New
      • Feature Integration CloudFormation Updates available
  • 2025 - Q3
    • 2025 / 09 / 25
      • What's New
    • 2025 / 09 / 19
      • What's New
      • What's Fixed
      • What Else
    • 2025 / 07 / 31
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
  • 2025 - Q2
    • 2025 / 06 / 23
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2025 / 05 / 02
      • What's New
    • 2025 / 04 / 23
      • What's New
      • What Else
    • 2025 / 04 / 11
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
  • 2025 - Q1
    • 2025 / 02 / 13
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2025 / 01 / 20
      • What's New
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2025 / 01 / 08
      • What's Fixed
  • 2024 - Q4
    • 2024 / 12 / 01
      • What Else
    • 2024 / 11 / 17
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2024 / 10 / 23
      • What's Fixed
      • What Else
    • 2024 / 10 / 16 through 2024 / 10 / 27
      • What's New
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2024 / 10 / 11
      • What's Fixed
      • What Else
    • 2024 / 10 / 05
      • What's Fixed
      • What Else
  • 2024 - Q3
    • 2024 / 09 / 22
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2024 / 09 / 09
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2024 / 08 / 28
      • What's New
      • What's Fixed
      • What Else
      • RiseXperience Business Intelligence (SCBI) Pre-defined Dashboard updates
      • Feature Integration CloudFormation Updates available
  • 2024 - Q2
    • 2024 / 06 / 14
      • What's New
      • What's Fixed
      • What Else
      • RiseXperience Business Intelligence (SCBI) Pre-defined Dashboard updates
      • Feature Integration CloudFormation Updates available
    • 2024 / 05 / 25
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2024 / 05 / 16
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2024 / 04 / 23
      • What Else
    • 2024 / 04 / 06
      • What's Fixed
      • What Else
      • RiseXperience Business Intelligence (SCBI) Pre-defined Dashboard updates
      • Feature Integration CloudFormation Updates available
  • 2024 - Q1
    • 2024 / 03 / 24
      • What's Fixed
      • What Else
    • 2024 / 03 / 17
      • What's New
      • What Else
      • RiseXperience Business Intelligence (SCBI) Pre-defined Dashboard updates
      • Feature Integration CloudFormation Updates available
    • 2024 / 03 / 07
      • What's New
      • What Else
      • RiseXperience Business Intelligence (SCBI) Pre-defined Dashboard updates
      • Feature Integration CloudFormation Updates available
    • 2024 / 02 / 16
      • What's New
      • What's Fixed
      • What Else
      • RiseXperience Business Intelligence (SCBI) Pre-defined Dashboard updates
      • Feature Integration CloudFormation Updates available
    • 2024 / 02 / 03
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2024 / 01 / 27
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2024 / 01 / 22
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2024 / 01 / 05
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2024 / 01 / 01
      • What Else
  • 2023 - Q4
    • 2023 / 12 / 10
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2023 / 11 / 24
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2023 / 11 / 16
      • What's New
      • What's Fixed
      • Feature Integration CloudFormation Updates available
    • 2023 / 11 / 10
      • RiseXperience Business Intelligence (SCBI) for Amazon QuickSight - Beta Release 5
    • 2023 / 10 / 30
      • RiseXperience Business Intelligence (SCBI) for Amazon QuickSight - Beta Release 4
    • 2023 / 10 / 22
      • RiseXperience Business Intelligence (SCBI) for Amazon QuickSight - Beta Release 3
    • 2023 / 10 / 16
      • RiseXperience Business Intelligence (SCBI) for Amazon QuickSight - Beta Release 2
    • 2023 / 10 / 10
      • RiseXperience Business Intelligence (SCBI) for Amazon QuickSight - Beta Release 1
  • 2023 - Q3
    • 2023 / 09 / 30
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2023 / 07 / 21
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2023 / 07 / 18
      • What's Fixed
      • What Else
    • 2023 / 07 / 16
      • What's New
      • What's Fixed
      • What Else
    • 2023 / 07 / 08
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
  • 2023 - Q2
    • 2023 / 06 / 26
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2023 / 04 / 20
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
  • 2023 - Q1
    • 2023 / 03 / 25
      • What's New
      • What's Fixed
      • What Else
    • 2023 / 03 / 18
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2023 / 03 / 01
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2023 / 02 / 18
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2023 / 02 / 09
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2023 / 01 / 22
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
  • 2022 - Q4
    • 2022 / 10 / 07
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
  • 2022 - Q3
    • 2022 / 09 / 08
      • What's New
    • 2022 / 08 / 19
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2022 / 08 / 13
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2022 / 07 / 23
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
  • 2022 - Q2
    • 2022 / 06 / 22
      • What's Fixed
      • What Else
    • 2022 / 06 / 14
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2022 / 05 / 28
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2022 / 05 / 13
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2022 / 04 / 11
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
  • 2022 - Q1
    • 2022 / 02 / 20
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2022 / 02 / 03
      • What's New
      • What's Fixed
      • What Else
    • 2022 / 01 / 27
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2022 / 01 / 07
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
  • 2021 - Q4
    • 2021 / 12 / 20
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2021 / 12 / 12
      • What's new
      • What's Fixed
      • What Else
    • 2021 / 12 / 06
      • What's New
      • Whats Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2021 / 11 / 08
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2021 / 10 / 14
      • What's New
      • What's Fixed
      • What Else
  • 2021 - Q3
    • 2021 / 09 / 19
      • What's New
      • What's Fixed
      • What Else
    • 2021 / 09 / 17
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2021 / 09 / 10
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2021 / 08 / 31
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2021 / 08 / 26
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2021 / 07 / 17
      • What's New
      • What's Fixed
      • What Else
    • 2021 / 07 / 15
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2021 / 07 / 08
      • What's New
      • What's Fixed
      • What Else
    • 2021 / 07 / 06
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
  • 2021 - Q2
    • 2021 / 06 / 04
      • What's New
      • What's Fixed
      • What Else
    • 2021 / 05 / 28
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2021 / 05 / 14
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2021 / 04 / 16
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2021 / 04 / 06
      • What's New
      • What's Fixed
      • What Else
    • 2021 / 04 / 03
      • What's New
      • What's Fixed
      • What Else
  • 2021 - Q1
    • 2021 / 03 / 29
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2021 / 03 / 05
      • What's New
      • What's Fixed
      • What Else
    • 2021 / 02 / 24
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2021 / 02 / 06
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
    • 2021 / 01 / 16
      • What's New
      • What's Fixed
      • What Else
      • Feature Integration CloudFormation Updates available
RiseXperience Online Reference
  • Release Notes
  • Release Notes Home

Release Notes

All releases are deployed to all RiseXperience Regions globally.

Notes for releases are grouped quarterly, and are listed in reverse order, most-recent to oldest.

Refer to the links below for details of each release by each quarter:

  • Release Notes for all 2026 Q2 Updates
  • Release Notes for all 2026 Q1 Updates


  • Release Notes for all 2025 Q4 Updates
  • Release Notes for all 2025 Q3 Updates
  • Release Notes for all 2025 Q2 Updates
  • Release Notes for all 2025 Q1 Updates


  • Release Notes for all 2024 Q4 Updates
  • Release Notes for all 2024 Q3 Updates
  • Release Notes for all 2024 Q2 Updates
  • Release Notes for all 2024 Q1 Updates


  • Release Notes for all 2023 Q4 Updates
  • Release Notes for all 2023 Q3 Updates
  • Release Notes for all 2023 Q2 Updates
  • Release Notes for all 2023 Q1 Updates


  • Release Notes for all 2022 Q4 Updates
  • Release Notes for all 2022 Q3 Updates
  • Release Notes for all 2022 Q2 Updates
  • Release Notes for all 2022 Q1 Updates


  • Release Notes for all 2021 Q4 Updates
  • Release Notes for all 2021 Q3 Updates
  • Release Notes for all 2021 Q2 Updates
  • Release Notes for all 2021 Q1 Updates


Release notes for older releases back through 2020, 2019, and 2018 will also be added here, for historical reference.

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