2.7.0

Added new logic:

• To calculate the Top Session Person and Top Session Fraudster.
• To determine the most competitive person or fraudster from the risk engine.

Added the following two fields for the top person and fraudster into the CSV file used when exporting audit data:

• Session Person ID
• Session Fraudster ID

Risk engine now projects the risk score into:

• 2-class decisions applicable for factor level decisions
  • 2-class authentic decision range (Authentic, NoMatch)
  • 2-class fraud decision range (Fraud, NoRiskDetected)
• 3-class decisions applicable for session and engagement level decisions
  • 3-class decision range (Authentic, NoMatch, Fraud)

The Session Claimed ID is now also set for Other and Media Recording session types.

GKCLI supports to configure the scope type (production vs. non production). The intent is to run the monthly ES Index rollover only for the production scopes.

A new visual section Realtime decisions conveyed to agents has been added in Kibana reports.

When the Identify factors return NO MATCH decision, it now displays the top 3 persons and their enrollments.

When the Detect Known Fraudster (DKF) factors return UNCERTAIN or NO RISK decision, it now displays the top 3 fraudsters and their enrollments.

Added the following three new columns in the Analyst Performance widget:

• Authentic
• Fraud
• Someone Else

Renamed the existing columns: Assigned Engagements as Assigned, and Closed Engagements as Closed.

Added context for person, fraudster, and caller to the audio viewer in Clustering and Backward Search pages.

When displaying previous session results, the Web Agent Console displays:

• the first and last names, if available.
• opted out screen if the person has opted out.

Media Manager now supports audio profiles for flows that include RCC connectors (also known as SIPREC). This functionality allows codec negotiation performed by RCC connector to be used by Media Connector.

1. RCC connector provides the negotiated codec(s) to Media Manager through the audio_profile parameter in the nuance/mediamanager/connector/v1/media/RecorderConnectorService/CreateCallEvent API.
2. When Media Manager issues a StartRecord command to a Media Connector, this information is provided.

Audio profile is optional.

Updated the Agent Helpdesk application and Supported Operating Guide (SOG) with a new version of the Amazon Connect Agent Whisper Flow for the Contact Center as a Service (CCaaS) integration.

The Create IAM Role for EC section has been removed from SOG as it doesn’t apply to the latest CCaaS integration.

Issue Description	Issue ID
Insufficient documentation on REST API support	XSUPPORT-9829
Renaming a scope doesn’t update billing SQL database with a new name	XSUPPORT-10610
Data Loader is running at maximum Horizontal Pod Autoscaler (HPA) in production environment	XSUPPORT-10621
Fraudster data not showing on fraud calls	XSUPPORT-10711
Insufficient meta data in Data Export Service to associate entities	XSUPPORT-10820
Missing information of a person on a mismatch	XSUPPORT-11078
Lock reason doesn’t use a meaningful term	XSUPPORT-11433
Reporting - ETL - Many CSVs are zero bytes (empty)	XSUPPORT-11578
Erroneous calculation in the % Fraud Missed widget in the Fraud Performance Overview report	XSUPPORT-11703
Post Call Session with audio associated to an incorrect agent	XSUPPORT-11896
Unable to add Client Credentials to the scope	XSUPPORT-12108
Audio Viewer keeps loading forever	XSUPPORT-12144
Invalid request error wile verifying convoprint	XSUPPORT-12182
Typographical error in the MinNotSpeechForEnrollMilliseconds to MinNonSpeechForTrainMilliseconds configuration parameters	XSUPPORT-12319
Cumulative Enrollments trend report doesn’t show accurate data in Kibana reports	XBIOMETRICS-27744
Errors when processing short calls in the Contact Center	XBIOMETRICS-32128
Enroll and Continue Enrollment tool tips localization not supported in the Web Agent Console	XBIOMETRICS-32150
Scroll box appears on horizontal scroll bar after clicking Enroll or entering speaker ID in the Web Agent Console	XBIOMETRICS-32283
Session-conflict displayed after an auth error because agent session isn’t properly closed in the Web Agent Console	XBIOMETRICS-32426
Web Agent Console doesn’t preserve the original error related to Oops screen and display it (for example, displays GRPC error instead of failing to connect)	XBIOMETRICS-32562
In case of user with multiple scopes, login button remains enabled after an agent has already logged in and passed IDP screen in the Web Agent Console	XBIOMETRICS-32583
Help URLs not working when switching scopes	XBIOMETRICS-32668

Rarely it may happen that a post call session is isolated in a separate engagement and not aggregated with the other live sessions.

Gatekeeper supports NVSL 10 engine but:

• NVSL 10 can’t be used with the factory framework of the Risk engine 1.4 version.
• NVSL 10 frameworks are only used as baseline for the creation of new custom calibration model.

Deviceprint Public APIs are considered beta.

DEMO and Bootstrap risk engine calibration models might not work properly and they show poor accuracy. Use these models only for non-production use.

Neustar Factor integrated to the risk engine is considered beta.

Convoprint L2 Streaming functions for Business Logic Layer (BLL), Call Session Manager (CSM), and Web Agent Console (WAC) are considered beta.

Gatekeeper Web administrator applications don’t officially support Private Browsing Mode. Without them, the Console may display an authorization error. This isn’t required for agents authorized for a single scope.

The Session Person data (session grid) displays the person from the verify or identify voiceprint (not from convoprint), only if there is a match in those factors.

Possible misalignment between the text segment and the convoprint quality check.

The autocomplete for first name and last name doesn’t work when using special character, such as ‘@’ or ‘_’.

Web Admin Portal has a time zone selection issue related to browser updates.

Kibana Dashboard – The Generate PDF feature doesn’t work when Optimize for Printing is enabled.

NVSL TI_9 and TD_9 frameworks aren’t supported by the following bootstrap NRSL models:

• FACTORY_TI_RISK_ENGINE_BOOTSTRAP_1_2
• FACTORY_TD_RISK_ENGINE_BOOTSTRAP_1_2
• FACTORY_TI_RISK_ENGINE_DEMO_1_2
• FACTORY_TD_RISK_ENGINE_DEMO_1_2

A Clustering or Backwards Search action may time out due to the memory required for media collection exceeding configured limits. This is likely due to a collected engagement containing more than an expected number of sessions but could have another cause.

The following services require manual horizontal scaling:

• data-query-manager
• voiceprint-coordinator
• fraud-analytics-manager
• biometrics-supervisor
• transcription-coordinator

Clustering and Backward Search have the following limitations:

• No estimations available for media collection.
• Clustering and Backwards Search require manual scaling.

Audio streaming for transcription is limited to one realtime (this value isn’t configurable).

For Stereo audio, the redacted overlay interval applies on both channels in the audio viewer.

Realtime redaction isn’t supported when Transcribe API is used.