Contact Center - Patch Release Notes - Version 6.10.0

ecc patch release 6 10 release notes release details release date 03 july 2026 this document outlines the feature enhancements, reliability improvements, and other updates included in the ecc 6 10 patch release it also includes all hotfixes delivered as part of this release cycle ecc build versions component build url amf bom ocir io/bmvcldyxkwlg/amf 6 7 6 20250721 r\\ 54847 appserver bom ocir io/bmvcldyxkwlg/appserver 6 10 2 20260701 r\\ 324274 appserver ui bom ocir io/bmvcldyxkwlg/appserverui 6 10 1 20260701 r\\ 324275 applite exoapplite 6 4 1 20240801 r\\ 153309 exe art bom ocir io/bmvcldyxkwlg/art 6 10 1 20260630 r\\ 323670 asrouting bom ocir io/bmvcldyxkwlg/asrouting 6 10 1 20260629 r\\ 323548 chat service bom ocir io/bmvcldyxkwlg/chat service 6 10 1 20260629 r\\ 323501 citus patch bom ocir io/bmvcldyxkwlg/citus patch 6 10 2 20260629 r\\ 323519 cms bom ocir io/bmvcldyxkwlg/cms 6 10 1 20260629 r\\ 323498 crm connector bom ocir io/bmvcldyxkwlg/crm connector 6 10 1 20260629 r\\ 323522 customer fetcher bom ocir io/bmvcldyxkwlg/cfs 6 10 5 20260702 r\\ 325137 data engine bom ocir io/bmvcldyxkwlg/dataengine 6 10 1 20260630 r\\ 323756 eureka bom ocir io/bmvcldyxkwlg/eureka 6 10 1 20260630 r\\ 323643 fluent bit bom ocir io/bmvcldyxkwlg/fluent bit 100 0 14 20241213 r\\ 171818 not found fluentd bom ocir io/bmvcldyxkwlg/fluentd central logger 100 0 13 20241213 r\\ 171815 gateway bom ocir io/bmvcldyxkwlg/gateway 6 10 1 20260630 r\\ 323645 interaction service bom ocir io/bmvcldyxkwlg/interaction service 6 10 1 20260629 r\\ 323526 kafka patch bom ocir io/bmvcldyxkwlg/kafka patch 6 10 2 20260629 r\\ 323520 logrotate bom ocir io/bmvcldyxkwlg/logrotate 6 0 14 20241126 r\\ 169000 node logcleanup bom ocir io/bmvcldyxkwlg/logcleanup k8s node 6 0 17 20241226 r\\ 174107 postgresql v18 1 citus version v14 scheduler bom ocir io/bmvcldyxkwlg/scheduler 6 10 2 20260629 r\\ 323524 zabbix server zabbix server 7 2 0 zabbix agent zabbix agent2 7 2 0 patch bom ocir io/bmvcldyxkwlg/patch 6 10 4 20260701 r\\ 324301 kafka kafka 2 13 3 4 1\\ 1 x86\\ 64 rpm redis bom ocir io/bmvcldyxkwlg/redis with modules 8 2 3 kafka connect bom ocir io/bmvcldyxkwlg/kafka connect\ v1 ksqldb confluentinc/cp ksqldb server\ latest schema registry docker io/bitnami/schema registry 7 8 0 debian 12 r2 xmf bom ocir io/bmvcldyxkwlg/xtrmmessaggingframework 6 10 1 20260629 r\\ 323527 ccdp bom ocir io/bmvcldyxkwlg/ccdp 6 10 2 20260629 r\\ 323528 cqa bom ocir io/bmvcldyxkwlg/cqa 6 9 1 20260220 r\\ 274707 omni ui bom ocir io/bmvcldyxkwlg/omni ui 6 10 3 20260630 r\\ 324001 feature enhancements dashboards, reporting & analytics agent self monitoring enhancement adds a "connected vs not connected" bifurcation across all call metrics in the agent self monitoring dashboards includes stacked bar visualizations across all call types (inbound, manual, preview, predictive, callback) and omni interactions derived from system disposition; not connected covers all other outcomes note supervisor facing view is not part of this release queue monitoring superset dashboard introduces a new superset based queue monitoring dashboard built on 5 minute interval statistics (iss), replacing the inaccurate fixed 12 hour rolling window of the legacy api features a live section with a real time queue status table that refreshes every 10 seconds historical section offers 5 minute intervals covering queue overview, sla distribution, handle time distribution, and interaction volume trends includes flexible time range filtering aligned to operating hours, and filters for process, campaign, queue, channel, and interaction type note sla threshold is hardcoded at 20 seconds avg wrap time may be underestimated as total wrapped interactions is not yet in iss ksql group manager call detail reports enables group managers to access call history and call detail reports scoped to historical group ownership and agent membership reports automatically filter to the intersection of the selected date range and the manager's historically assigned groups/agents supported on both 4x and 6x, with csv/api export support note table filter columns are not supported on 6x inbound calls not received by a group user do not appear group manager acd reports extends historical group aware reporting to acd call details, acd call summary, and acd interval summary reports aggregations and interval breakdowns are computed only over accessible groups for the specific time range note data for interval summary reports only begins populating after this release upgrade due to historical table constraints group manager dashboard (call stats) adds a new dashboard surfacing call volume and performance trends (total calls, connection rate, avg/total duration, abandoned, etc ) includes a mandatory filter layer (date, groups, campaigns, call type), call outcome pie/donut charts, and per agent stat tables note reflects current group mapping at query time; historical remapping is not retroactive here drill down and scheduled exports are not included timezone handling in reports (6x) ports the timezone aware reporting fix to 6x art reports now fetch and display data in the configured local timezone rather than defaulting to ist handles midnight crossover and dst edge cases note the reportstimezoneenabled flag must be set in the cms configuration, requiring an art restart fix for negative ringing time & udh resolved an issue causing negative user ringing time in call detail reports during rare re acd/bad leg scenarios fixed a race condition that resulted in missing user disposition history (udh) for manual dial calls omnichannel & agent ui acronyms in the omni agent ui (chat) agents can now use supervisor configured acronyms in the omni agent desktop chat composer for faster responses typing '/' (or clicking the flash icon) opens a searchable suggestion drawer of acronyms selecting one replaces the short form with the full text includes keyboard navigation and pagination for large lists note acronyms are supervisor configured only; insertion is currently only supported at the start of the message ui masking fixes fixed chat participant name handling so masked customer numbers are no longer shown directly in the ui the ui now falls back to "unknown" or the available contact name corrected sender attribution for bot and customer names in live chat queue name resolution fix fixed stale queue names appearing in nodeflows and call history after an agent queue is renamed queue names are now resolved fresh from configuration at consumption points (routing, transfers, nodeflows, reports, ui pushes) added a new nodeflow variable $originalconstraintqueuename for backward compatibility with custom scripts telephony & core platform did failover enhancement improved did selection on call retries dial attempts now rotate through available caller id pools instead of failing with an empty did campaign level configuration allows for setting the number of retries per call type (autodial and manual dial) verified across manual dial, callback, and autodial flows; no nodeflow level customization required customer callback and call details apis added apis to allow fetching a customer's callback and last call details using one or multiple customer ids includes a new composite index on the call history table for improved query performance multiple column mapping resolution fixed an issue with non deterministic column mapping selection process level customer searches now reliably resolve searchable columns regardless of the campaign mapping order appropriate errors are returned if a column is genuinely not indexed note searchable columns are cached and require a server restart to reflect runtime changes external id enablement for assignment apis (phase 1) enhanced configuration rest apis so clients can use ui visible ids (leadid, userid) in addition to internal mapping ids responses now consistently return both internal and external identifiers fully backward compatible; validation rules prevent mixing internal and external id styles in the same request bulk api for server preferences added a new post endpoint to fetch multiple server preference/configuration flags in a single bulk api call, optimizing ui load times security, compliance & infrastructure per tenant configurable retention (voicelog & report archiver) introduced tenant level configurable data retention durations for the voicelog archiver and report archiver administrators can set retention durations independently per tenant and per archive table, overriding global defaults note per tenant storage location configuration is out of scope for this release multi tenant data db dumping (superset) made the data engine's monitoring sink consumer multi tenant, routing monitoring and qa data from kafka to the correct tenant specific database database writer is now schema aware and fetches sink topics dynamically from cms at startup crm http based authentication scheme validation the auth type general crm http authentication scheme is now fully wired into the authentication stack, functioning as a complete crm http based auth path gracefully handles invalid credentials without falling back to standard password login forms temporary hardware license capability (6 x) added a signed/offline license capability to 6 x allows the platform to be licensed and run in environments where the license server has no internet connectivity, removing the strict dependency on ip based online licensing cqa integrations ecc to cqa integration validation enabled and validated the end to end integration between ecc and cqa for specific operational setups (voice campaigns) note omni campaign integration was not in scope for this validation cqa schema integration on ecc superset added 40 missing cqa fields to the ecc superset schema (including quality analysis rules, final scores, ai justifications, and kpi metrics) data flows correctly through the ksql pipeline for reporting parity with the standalone cqa superset instance reliability & bug fixes partition creation deadlock issue fixed an issue where the scheduled partition creation job failed with distributed deadlocks when running concurrently with the 5 minute stats aggregation job materialized view refreshes were moved out of the aggregation function to release insert locks earlier event store partition cleanup resolved an issue where older partitions of event store tables were never dropped, causing excessive disk usage added scheduled pg cron jobs to drop partitions older than the 90 day retention window across all tenant databases