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This page shows features currently planned for the Fall 2023 release. Features are subject to change between now and the final release dates. Users will be able to access these features, depending on their permissions and purchased applications, once their tenant has been updated.
The online help continues to reflect the previous version of the product being used by most customers.
How to Use This Page
Customer Request | The feature was developed by customer request. |
UI Change | The feature introduces major user interface (UI) changes. |
Availability | When you can expect to see the feature in your environment.
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Learn about the platform requirements and FedRAMP support status for the Contact Center apps you use.
Links Removed from Digital First Omnichannel Navigation
The following changes will be made to gradually remove links to features and capabilities no longer accessible in the Digital First Omnichannel portal. You will still be able to access and manage these functions directly in Contact Center or the developer portal.
Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
End of Support for ScreenAgent 2.x
From the end of 2023, ScreenAgent versions lower than 3.0.x will no longer be supported. You will need to upgrade all users to ScreenAgent version 3.0.x. You can use the current installation guide for instructions and there are no additional costs.
Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Set Global Trace Location Option in Studio Debug Menu
The Set Global Trace Location option in the Debug menu in Studio will be removed.
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Improvements to Omnichannel Session Handling Experience
Two updates will improve the Omnichannel Session Handling (OSH) experience:
Your current Contact Handling Method setting will automatically switch to the corresponding new setting. This will allow you to continue using your current single-channel handling or omnichannel handling experience without interruption.
These changes will be reflected in the online help. References to OSH will change to dynamic delivery.
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Hours of Operation and Workflow Data View Types Added in Admin
Two view types will be added to Admin that will impact ACD. These views will limit the visibility of hours of operation and workflow data records to users. For more details about this feature, select the Admin filter on the top right.
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Trunk Group Specification for Manual Outbound ACD Skills
You will be able to select which trunk group a manual outbound ACD skill should use to deliver its call traffic. This will enable you to make the calling number visible to improve answer rates.
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Hierarchy Updates
Hierarchies will receive the following updates:
To use hierarchy data in these applications, you will have to set one of your hierarchies as your primary hierarchy. You can only have one primary hierarchy. Setting a primary hierarchy is permanent. Once set, you will not be able to change it back to a non-primary hierarchy. Only the primary hierarchy can send data to these applications. Using hierarchies to filter data will allow you to create reports tailored to your organizational structure.
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Hours of Operation and Workflow Data View Types Added
Role-based access control (RBAC) will be expanded to include two new view types:
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Overall View Permission for CXone Supervisor
A new permission, Overall View, will be added under Supervisor > General Permission. When enabled, the overall display mode will be available on the Live Monitoring page. With this new display mode, supervisors will be able to see all the agents in the contact center.
For more details about this feature, select the CXone Supervisor filter on the top right.
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
MAX Hide Agent State Timer Permission
Currently, any agent using MAX can see how long other agents have been in their current state. In this release, you will be able to use the Hide Agent State Timer permission to hide the agent state timer from users with the affected role. This will allow flexibility to configure the tenant as needed for your organization.
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
These features will be available later in the release cycle, in late November or early December 2023.
Standard and Dynamic Address Book Support
Agent for Service Cloud Voice will support standard and dynamic address books in Contact Center. Using these address books will allow agents to access contact information within Agent for Service Cloud Voice.
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
WatchRTC SDK Integration
When Integrated Softphone and Voice Quality Metrics are enabled for your business unit, you will be able to use the WatchRTC SDK in Agent for Service Cloud Voice. Using the WatchRTC SDK will give you an overview of WebRTC health for your organization.
Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Outcomes Added
Agents will be able to use the Outcomes section to apply dispositions and tags to their voice interactions.
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Voicemail Playback
Voicemail recordings and transcripts will be routable to agents. In the channel settings in Contact Center, you will be able to configure voicemail recordings and transcripts to be routed using a queue or an Omni-Channel flow. This will allow agents to follow up with contacts as needed.
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Screen Pop to Flow
You will be able to configure screen pops for agents using Agent for Service Cloud Voice. Screen pops will be configured in the Contact Center ACD Skills page. This will help the agents have access to information they can use to have a successful voice interaction.
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Permission Checks for POST /skills
Permission checks will be applied to older versions of the ACD skill creation API, POST /skills. This will bring versions 7, 9-13, and 18 up to current security standards. If you create ACD skills with this API, ensure that the security profile of the Contact Center user making the API calls has the Skills Create permission. The more recent versions, 19, 24, 27, and 28, already have permission checks.
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
New Agent Queue Counter APIs
Two new APIs will let you get extensive information on the contacts in an agent's personal queue. For example, you will be able to get the media type, skill, and campaign the contact routed through. A personal queue is separate from a skill queue and exists for contacts routed directly to an agent. This occurs any time an agent is requested by agentID rather than by skill, such as during a transfer.
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
WFM Export Schedules API
You will be able to export Workforce Management agent schedules using a new API. This will be an alternative to exporting schedules using CSV files. The developer portal will also have a new WFM category for this API's documentation.
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Custom Scripting
There will be a new section in Bot Builder where you will be able to write custom JavaScript to enhance and customize your bot's behavior. The scripts you write will allow your bot to do more during conversations, such as:
You will be able to add your scripts to bot skills and publish them on the Skill Store. You will also be able to discover scripts that others have published in their skills.
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Skill Store Updates
The following features will be available for the Skill Store:
Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
UI and UX Improvements
The following user experience improvements will be made for existing features and functionality:
Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
In-App Alerts
Supervisors will be able to set up and receive alerts for:
While configuring alerts, supervisors will be able to define:
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Easy Access to Other Apps
Supervisors will be able to access the Reporting and Dashboard applications from CXone Supervisor.
They will be able to see these links depending on the licenses for your organization and the permissions assigned to them.
For more information, contact your Contact Center Account Representative.
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
View and Manage Agent ACD Skills
There will be a new Skills panel under the Skills tab in the Live Monitoring page. In this panel, supervisors will be able to:
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Real-Time Interaction Guidance (RTIG) Overall Customer Sentiment
Supervisors will be able to view the overall sentiments of all the ongoing interactions at a glance. This will help supervisors focus on the problematic interactions.
This feature will only be available with RTIG license.
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
New Studio Actions
New Studio actions will be available for use in digital scripts. They will allow you to:
These actions are described in more detail in the Studio section on this page.
Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Auto-Close Inactive Customer Contacts
You will be able to configure contacts to close automatically after a certain number of days have passed with no new messages. You will be able to the select the time period for the Default inactivity timeout on the Routing page. The maximum number of days you can select is 90 days. The default value for existing customers will be set to 90 days. For new customers, the default will be 30 days.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Caseflow Redesign
The caseflow will be redesigned to address issues with contact synchronization. This will help prevent stale states and inaccurate statuses from displaying in both Supervisor and Dashboard.
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Restrict Visible Data by Teams and ACD Skills
When a user performs a search or looks at a customer card, DFO only shows data that user is allowed to see based on views they are assigned to. These view restrictions will be enhanced to restrict an agent's ability to view content by teams or ACD skills they are assigned to.
Customer Request | ✖ |
UI Change | ✖ | Availability | On toggle |
Data and Report Updates
Customer Request | ✖ |
UI Change | ✖ | Availability | On toggle |
API Updates
The Digital Engagements API will have new endpoints and enhanced context regarding the authors of messages. A new authorization type will also be allowed in DFO endpoints. More information will be available on the Digital Engagement API page on the developer portal.
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
New Search Query
A new query will be available to search cases. You will be able to search by email address using the query author =. This will help you find cases in the agent console more easily.
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Enhancements to DFO Quick Replies
The caseflow will be redesigned to address issues with contact synchronization. This will help prevent stale states and inaccurate statuses from displaying in both Supervisor and Dashboard.
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Contact Center Email Settings Improvements
The process for configuring Contact Center Email in DFO will be the same as other channels. You will be able to:
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Rich Messages Settings
There will be a new button on the Points of Contact Digital page. It will allow you to access setup for all available types of rich content in a single place. This means you will only have to create a rich message once instead of configuring a separate one for each channel. Not all rich content types are supported for all channels. Rich content already created under TORM (Quick Responses, List Picker, and Rich Links) will appear in the new Rich Messages Settings. Other rich content that has already been created for Apple Messages for Business will not appear in the Rich Messages Settings.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Rich Links (TORM)
Rich links allow you to configure links that agents can send to contacts to appear with an image, title, and subtitle. The ability to send rich links will be added to Google Business Messages, WhatsApp, Facebook Messenger, and Apple Messages for Business.
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
List Picker (TORM)
List picker displays a list of items and can include descriptions and images for items as well. The list picker functionality will be added to Google Business Messages, WhatsApp, Facebook Messenger, and Apple Messages for Business. Agents will be able to use these channels to send lists that contacts can select from. This will help contacts communicate their needs more quickly.
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Chat Window Independent from Agent Availability
Currently, the chat window is only displayed if there are agents online. With this release, you will be able to display the chat window even if no agents are available. Specific configuration in Workflow Automation proactive actions and Guide or in the JavaScript API will make this happen. When the contact starts a chat, they will be added to the queue as normal.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
New Look and Feel for Workflow Automation Conditions
The interface for adding conditions in Workflow Automation will be updated to provide a more streamlined experience.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Add-On: Employee Engagement Manager
Employee Engagement Manager (EEM) is a purchasable add-on for IEX WFM Integrated that supports schedule flexibility and enhances agent satisfaction in the contact center. In the Spring 2023 release, it will move from controlled release to general availability for organizations using IEX WFM Integrated. EEM offers significant benefits for all contact center roles.
EEM empowers agents to view and change their schedules from the convenience of any browser or from a smartphone app. Schedule-change options are matched to individual agents based on their WFM skills, preferences, and availability.
For supervisors, EEM provides a dashboard to monitor agent intraday performance. It also makes it easy to communicate with agents and WFM administrators via instant messaging.
WFM administrators can use EEM to analyze performance indicators and staffing level variances in real time. EEM also provides proactive recommendations when staffing adjustments are indicated.
Employee Engagement Manager automatically updates IEX WFM Integrated with schedule changes it receives. It enables you to automate and optimize up to 80% of your contact center’s manual intraday management processes. For more information on enhancing your IEX WFM Integrated system with Employee Engagement Manager, contact your Contact Center Account Representative. A minimum of 300 seats is required for this module.
If you used Employee Engagement Manager in controlled release, you will notice these new features:
More Filters for Search Page
The Search page will have new filter options that you can use to search all of your available data. You will be able to search by language, company profile terms, categories, and some commonly used metrics.
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Enhancements to Auto-Suggestions
When you add a metric to a dataset, category, widget, or filter, a list of auto-suggestions appears. This list will be updated to remove auto-suggestions that are not helpful.
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Reporting Updates
These updates are described in more detail in the Reporting section on this page.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Language Support for European Spanish and Dutch
Users will be able to analyze interactions in European Spanish and Dutch (Netherlands) in addition to interactions in English, French, German, Brazilian Portuguese, Canadian French, and Spanish. You will be able to create separate datasets for each of these languages; that is, one language per dataset.
When you add European Spanish or Dutch (Netherlands) analysis to Interaction Analytics, a drop-down for language is available for dataset creation and for category and workspace templates. To support datasets in European Spanish and Dutch (Netherlands), you will be able to create custom categories, sentiments, and entities. Selected widgets and filtering capabilities will also support these languages. The Interaction Analytics user interface remains in English only.
Each language in addition to English is a purchasable add-on. Ask your Contact Center Account Representative for more information.
AutoDiscovery, Enlighten features, out-of-the-box annotations, and certain widgets will not be supported in European Spanish or Dutch (Netherlands).
Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
New Sales Effectiveness Enlighten Model
If you have the Interaction Analytics Premium Package and the Enlighten Sales Effectiveness Package, you will be able to use this new model to assess sales performance. This model includes 10 metrics for agent behaviors related to sales, such as Overcome Objections and Likelihood to Buy. These metrics will be added to the Enlighten Summary Widget and the Enlighten Behavioral Metrics Widget. You will also be able to use them to filter widgets and workspaces, and to create categories. You will also be able to view them when you drill down into individual interactions. These metrics will be available to export to CSV.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Localization
The UI for Interaction Analytics will display in the same language as the user's default browser settings. If a language is not supported, the default display language is English. Areas of the application that are configurable, such as dataset names, category names, and widget names, will not be translated. Supported languages will include:
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Set Default Language in BackOffice
You will be able to select a default language for interaction transcriptions. This will be helpful if your call center mostly uses a language other than English. You will only be able to select one language as the default. Any other language aside from the default will still need to be configured in the skills section of Back Office. The default will be set to English if no language is selected.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Manual Fax Override
You will be able to enable a manual fax override button for Personal Connection calls. This will quickly mark the numbers as fax machines.
This is described in more detail in the Personal Connection section of this page.
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Dutch (Netherlands) Language Support
Dutch (Netherlands) will be supported in MAX.
Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Voice Quality Metrics Integration
You will be able to collect Voice Quality Metrics data for agents using Integrated Softphone in MAX. Voice Quality Metrics is an application for near real-time monitoring of the quality of voice calls in Contact Center. You can use the application to discover, diagnose, and troubleshoot call quality issues for contact and agent call legs.
If you don't currently use Voice Quality Metrics and would like to add it in advance of this new feature, talk to your Contact Center Account Representative.
Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Manual Accept
When this setting is enabled, agents who are on an active voice connection in MAX will have to manually click Accept or Reject for any incoming contacts. This will allow agents to have complete control over when or if to accept incoming contacts. This feature will be released later in the Spring 2023 release cycle.
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Pages Removed from Tenant Management
Two pages will be removed from Tenant Management:
Currently, you can create users and login authenticators in both Tenant Management and Admin. This functionality will be removed from Tenant Management. You will still be able to create users and login authenticators in the Admin application. This change will help you have a more consistent experience.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Monitor Quality of Service on WebRTC Agent Leg
Currently, Voice Quality Metrics monitors all SIP voice traffic. With this release, you will be able to monitor agents' WebRTC sessions. You will also get additional data, such as Internet Service Provider (ISP), location, average bit rate, average RTT, and other unique data specific to the WebRTC protocol.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Extended Data Retention
Currently, you can only see calls for a business unit for the last seven days. With this release, you will have the option to select the date range for the calls you want to view. The largest date range is the last 30 days.
This feature will allow you to monitor and troubleshoot data with a longer retention period and to compare between weeks.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Expanded WebRTC Data Elements with Filter and Export Capabilities
With the new ability to monitor agent’s WebRTC sessions, 14 relevant metrics will be added to the existing 32.
You will see the following data elements added as columns to the grid:
You will also be able to filter the metrics and export them as a CSV file. This feature will enable you have more visibility on WebRTC metrics.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Filter Enhancements
The filter window will be enhanced to group both the current and new filter metrics into four different categories:
This will shorten the process of filtering data and improve the user experience by making it easier to find the right filter metric.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Integration with Call Quality Explorer
A new link for Call Quality Explorer (CQE) report will be added in the Call Details and Associated Contact Ids tab. This will open CQE in a separate tab. With this feature, you will be able to easily access the call’s associated contact ID, call events, and mega ladder.
You must enable CQE in Reporting permissions to see the link.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Improved Voicemail Laydown Accuracy
Contact Center will be able to deliver a voicemail when it reaches a voice mailbox with greater than 85% success rate. It will apply a disposition to indicate whether the voicemail was left successfully. This update will increase the number of successfully completed agentless interactions.
Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Incorporate Canadian Postal Codes in the Regional Lookup
The system will be able to locate time zones from a phone number prefix or Canadian postal code. This information will be used to comply with regulations regarding what time of day calls can be made to contacts.
Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Viewable and Modifiable Proactive XS Settings in Skill Management
You will be able to see whether Proactive XS interactions are currently active from the Skill Management page. You will also be able to make changes to them from the same screen. This will enable you to easily see the status of your Proactive XS-enabled Personal Connection ACD skills and quickly adjust incorrect settings.
Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Manual Fax Override in MAX
You will be able to enable a manual fax override button in MAX. This will help agents quickly dismiss a call they identify as a fax machine and will allow them to move on to the next call faster. To enable the button, set Call Progress Analysis to Classify or Classify with Answering Machine Detection and select Fax in the CPA Management parameters page.
Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
New Options for the Evaluation Form Template Header Field
You will be able to add fields in the evaluation template headers of:
The current Contact ID column is not searchable in Interactions. It will be replaced by the Master Contact column that will be searchable.
Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Role-Based Access for Evaluation
Depending on the Evaluation view assigned to you, you will be able to see restricted teams and users in:
Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Multi-Path and Side-by-Side Recording Supported in Quality Plans
Recordings from CXone AppLink Side-by-Side in Contact Center and NICE Engage will be able to use the Quality Management platform to support their quality activities, including quality plan distribution.
Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Additional Filters in Quality Manager Reports
In the Quality Manager BI reports you will be able to filter by:
Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Accessibility
The Quality Manager My Zone pages will have an improved experience for users with visual impairment.
Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
BI Report Enhancement to Evaluation Question and Answer Analysis
There will be new filter options in the report results, including:
Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
New Guidance Behaviors and Alerts for Sales Effectiveness
A new set of guidance behaviors and alerts to promote sales effectiveness will be available in Real-Time Interaction Guidance. The new guidance alerts will allow you to give your agents insight into how likely their contacts are to make a purchase. You will be able to assign the new guidance behaviors and alerts to Real-Time Interaction Guidance profiles. Each Real-Time Interaction Guidance profile will support one set of guidance behaviors and alerts. For each profile you will need to choose either the customer satisfaction behaviors (the current option) or the new sales effectiveness behaviors. With the new behaviors set, you will be able to give your agents a tool that can help increase the number of sales they make.
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Sentiment Score in CXone Supervisor
Supervisors will be able to track sentiment scores for all live agent calls in real time. The sentiment score will appear as an icon beside the phone number in the Contact column on the Live Monitoring page in CXone Supervisor. The icon will change in real time to reflect an agent’s performance during a call. This will make it easier for supervisors to monitor if an agent needs coaching during a call. In addition, supervisors can create alerts when a call is below a configurable sentiment threshold to highlight a call that may require attention.
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Support for More Concurrent Agents and Supervisors
Currently, Real-Time Interaction Guidance (RTIG) supports up to 5,000 concurrent agents and 500 supervisors. Starting with this release, RTIG will support up to 6,000 concurrent agents and 600 supervisors. This will allow you to use RTIG with more agents and supervisors at the same time.
Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Interactions Enhancements
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Recording Enhancements
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Player Enhancements
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
ScreenAgent Enhancements
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Agent Skill Assignment Report
This report will show the ACD skills each of your agents is assigned to. It will also show the agent's proficiency and the average proficiency for each ACD skill.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Bot Builder Billing Report
This report will show Bot Builder usage data. It will show a breakdown of Bot Builder users by day and for the last 12 months.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Contact States by Interval Report
This report will display the number of contacts that have been in each state, sorted into time intervals. These intervals will be in minutes or seconds, depending on the state.
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Callback Detail Report
This new report will provide more insight into contacts that experienced a callback state. You will be able to see the number of callbacks by day or month. You will also be able to view callback intervals by ACD skill. This report will help you see how quickly you address callbacks and identify areas to improve.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Digital Agent Contact Performance Report
This new report will display information for digital skills and metrics specific to digital contact handling. It will include metrics for Avg First Response Time, Avg Agent Response Time, Avg Handle Time, Avg Focus Time, Avg Customer Responses, and Avg Agent Responses.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Skill Proficiency Report
This new report will provide insight into agent proficiencies for all ACD skills. It will display the average proficiency of all agents assigned to an ACD skill. Proficiency levels will be ranked from 1-20, 1 being considered the highest or most proficient in that ACD skill. The report will show the number of agents at each proficiency level for each ACD skill. You will be able to drill down into each ACD skill by clicking Skill Name or Skill No.
Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
RTIG Report Enhancements
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
New Interaction Analytics Reports
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Quality Management BI Report Enhancements
Customer Request | ✖ |
UI Change | ✓ |
Availability | On deploy |
It will be broken down into Evaluation Start Date and Recorded Interaction Date in these reports:
Customer Request | ✓ | UI Change | ✓ |
Availability | On deploy |
Customer Request | ✓ | UI Change | ✓ |
Availability | On deploy |
Customer Request | ✓ | UI Change | ✓ |
Availability | On deploy |
New WFM Report
The Intraday report will display weekly forecasted data by WEM skills. It will help managers to compare the actual data with the forecasted data and identify areas that need improvement.
To use this report, you will need to enable the Intraday Report permission. In Contact Center, go to Admin > Security > Roles and Permissions > Permissions. The permission will be under Reporting > BI Reports.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Conformance Metrics in WFM Adherence Report
The Adherence report will include conformance metrics. These metrics will show the amount of time agents spent in different scheduled activities. This will help managers evaluate agent productivity by day, week, or month.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Notifications for Excess Usage of BI
You are allowed to have 10% of users in your system access BI reports at no additional charge. With this release, a notification will be sent to administrators when 9% has been reached and again when 10% has been surpassed.
Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Improved Scheduling
Contact Center will adopt a new back-end tool for scheduling data download and custom reports. Instead of failing, reports run during high-traffic times will be queued until the system is able to process them.
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Column Name Change in Billing Report
The Time column in the Billing report will be renamed to Date to better reflect the data.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Custom Reporting Tool Tips
Various tool tips have been added to Custom Reporting. If you hover over a blue question mark, information will pop up to explain more about terms and features you're using.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Support for Amelia Version 5.6.3
SmartAssist will be updated to support Amelia version 5.6.3.
This feature will be deployed to all SmartAssist customers in advance of the Spring 2023 release. The current target date is January 2023.
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Changes to Categorization of Actions on Framework Tab
Changes will be made to the Framework tab in Studio. Some category folders will be renamed. Others will be consolidated to reduce the total number of categories. Additionally, all actions on the Framework tab will be located inside category folders. The Filter feature on the Framework tab will not be impacted by the changes. These changes will simplify the Framework tab and make it easier to find the actions you're looking for.
The Framework tab is not visible in Studio by default. It must be enabled by your Contact Center Account Representative.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Agent Assist Studio Action Updated
The AgentId property in the Agent Assist Studio action will be removed from the Properties list. The field will be hidden and the script will automatically populate it with the appropriate variable name. This change will reduce confusion over which variable to use.
No action will be required from you to update your scripts. If you have an existing script that uses a different variable from the recommended ones, the system will automatically update your script. It will replace the variable you use with the recommended, default variable. The default variables are {agentId} for inbound scripts and {__agentId} for outbound scripts.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
New Studio Actions for Digital First Omnichannel
New Studio actions will be available in Studio for use in digital scripts. They will allow you to:
Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Background Noise Handling for Voice Interactions
A new configuration setting will be added for use in virtual agent scripts for voice channels. The setting will improve user experience when the contact is in a noisy environment. Currently, if the virtual agent detects a lot of background noise, it may have a hard time telling the difference between the contact speaking and other sounds on the call. It may incorrectly interpret the sound as silence and treat the call as if the contact had not responded.
To prevent this outcome, you will be able to set a new timeout parameter in your script. This parameter, maxUtteranceMilliseconds, will start a timer as soon as the virtual agent detects audio on the call. When the timeout limit is reached, the virtual agent will attempt to determine the contact's intent from the captured audio. If it's able to determine an intent, the virtual agent will send a response. If it isn't able to determine an intent, the virtual agent will do one the following:
This feature will be deployed to all Virtual Agent Hub customers in advance of the Spring 2023 release. The current target date is January 2023.
Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Google Verified Calls Discontinued
Google is ending use of their Verified Calls feature on 31 January 2023. If you're using this feature, contacts will stop seeing the verified calls UI when they receive phone calls from your organization after this date.
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Rule Execution Frequency Changes
Existing rules that use the Automatic setting will be automatically changed when this release is deployed to your tenant:
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Net Staffing Bar for the Week View
The net staffing bar will be available for the Week view under the Schedule Manager page. The bar will show staffing conditions on a particular day of the week.
Having the net staffing view for a week will help in:
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Support for Partial-Day Trade Requests
Agents will now enjoy expanded flexibility to choose both partial- and full-day trades. Similar to how agents don’t always need a full day off, they don't always want to trade a full-day schedule.
Multiple trade configurations will be available to the agents for making trade requests.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Multi-Factor Authentication for the Mobile App
The mobile app will support multi-factor authentication for agents when logging in. This authentication will be set at the organizational level, providing enhanced mobile app security.
Customer Request | ✖ |
UI Change | ✖ | Availability | On toggle |
Forecasting—Editing Forecasted Volume, AHT, and Bulk Action
When editing the forecast data, you will be able to:
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Manual WFM Skill Allocation
You will be able to define how the volume of a WFM skill will be handled by scheduling units. This will be done by setting a percentage that distributes the volume across the respective scheduling units.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Sentiment Focus Metric Added
You will be able to use Sentiment as your Enlighten AI Focus Metric. This will help you further customize your routing strategy.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Focus Metric Weighting
In ACD skill settings, you will be able to control how Enlighten AI Routing distributes routes by considering agent workload. You will be able to use the Enlighten AI Focus Metric drop-down and select the focus metric and the weight. Enlighten AI Routing will balance predicted KPI values with agent workload metrics, such as idle time. This will allow you to quickly customize how Enlighten AI Routing works for your organization. These will be the weighting options:
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Apply Search Filters to Workspaces
Currently, you can create a saved search and view it on the Search page. In this release, you will be able to apply search filter results and saved searches to your workspaces. This will help you see the data you are looking for more quickly without needing to use workspace or widget filters.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Improvement to Brazilian Portuguese and German Transcripts
A new transformer technology will be used to improve the accuracy of transcripts for Brazilian Portuguese and German. This will make transcripts easier to read and understand.
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Enlighten Features Available for IA Advanced
Currently, to use Enlighten AI metrics in IA, you must have IA Premium and Enlighten use cases. In this release, Enlighten-enabled features will be included with the IA Advanced package. If you already have IA Advanced or IA Premium, this update won't affect you.
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Support for Open Recording
IA will be able to process calls from open recording. This means IA can analyze interactions even if you don't use the Contact Center ACD in your contact center. MCR open recording will support Avaya ACD. This update will not include historical data prior to this release.
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Search and Filter by Group
You will be able to search interactions by group name and group ID, and you will be able to filter by group name. A new column will be available in the Interactions search results to display the groups associated with agents in an interaction.
Customer Request | ✓ | UI Change | ✓ |
Availability | On toggle |
Filter by Hold Count and Hold Time
You will be able to filter Interactions search results by a segment's hold count and hold time. New columns will be available in the search results to display the hold count and hold time associated with a segment.
Customer Request | ✓ | UI Change | ✓ |
Availability | On toggle |
Tag Interaction by Group
In the comment of an interaction, you will be able to tag by group name as well as by individual users.
Customer Request | ✓ | UI Change | ✓ |
Availability | On toggle |
Improved Recording Alert Descriptions
Recording alerts will provide more information about recording errors. For example, if there is a recording alert because there is no connection to the media server, there can be multiple reasons. The error description for the recording alert will provide more detailed information.
Customer Request | ✓ | UI Change | ✓ |
Availability | On toggle |
Hide Agent State Timer
Currently, any agent using MAX can see how long other agents have been in their current state. In this release, you will be able to use the Hide Agent State Timer permission to hide the agent state timer from users with the affected role. This will allow flexibility to configure the tenant as needed for your organization.
Customer Request | ✓ | UI Change | ✓ |
Availability | On toggle |
Updated Error Message
Currently, agents receive an "Agent - Crash" message when they have been in an unavailable state for longer than the Agent Timeout (Min) configuration. In this release, the error message will be updated to say "Agent - Timeout". This will make the error reason clearer.
Customer Request | ✓ | UI Change | ✓ |
Availability | On toggle |
Security Enhancement
InnerHTML will be replaced with innerText in the MAX code base. InnerText is safer and will reduce the risk of unauthorized code execution within MAX.
Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Require Manual Agent Accept
When this setting is enabled on an inbound ACD skill, agents who are on an active voice connection in MAX will have to manually click Accept or Reject for any incoming contacts. This will allow agents to have complete control over when or if they accept an incoming contact.
Customer Request | ✓ | UI Change | ✓ |
Availability | On toggle |
Interval Level Self-Service for Extra Hours
This feature will be available for users with an advanced license.
Agents will be able to see interval-level extra hours opportunities on their schedules in My Zone. Based on the net staffing levels during the intervals, the extra hours will:
This feature will give agents schedule flexibility. Additionally, it will provide transparency while meeting business staffing needs.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Weekly Schedule View
Agents will have a weekly view of their schedule for better visibility. The weekly view will allow easy updates to the status and progress of each request. All the daily view functionality, except self-service, will also be available on the weekly view.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Improvements in Microsoft Teams Directory Sync and Presence Sync
Two updates will be made to improve Microsoft Teams Directory Sync and Presence Sync:
These features will be available later in the Fall 2023 release cycle.
Customer Request | ✓ | UI Change | ✓ |
Availability | On deploy |
Support for More Agent States in RingCentral Presence Sync
Currently, only agents who are in the In a Call state are marked as Unavailable in RingCentral Presence Sync. In this release, the following states will also be marked as Unavailable:
With this improvement, contacts won't be routed to agents who are in these states.
This feature will be available later in the Fall 2023 release cycle.
Customer Request | ✓ | UI Change | ✓ |
Availability | On deploy |
Availability of Adapters on FedRamp Moderate Regions
Adapters will be available in FedRamp moderate regions. This will allow Adapters to be accessible to more users.
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Zoom Adapters
Zoom Adapters will let you integrate Zoom with Directory Sync and Presence Sync.
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Branding Profile Support for the CXone Agent Suite
CXone Agent, CXone Agent Embedded, CXone Agent for Microsoft Teams, and CXone Agent Integrated will use the design configured in the Branding Profile in Tenant Management. They will display the Branding Profile's logo instead of the CXone logo.
This feature will be available later in the Fall 2023 release cycle.
Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Separate Dashboards Permissions
Currently, the Dashboards permission in Tenant Management is enabled for all tenants and is not editable. In this release, it will be replaced by two new permissions: Legacy Dashboard and ACD UH Widgets. Tenant Management administrators will be able to disable the Legacy Dashboard permission to hide Reporting > Dashboards from users.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Ability to Add Templates and Variables to Proactive WhatsApp
You will be able to include templates and variables when sending messages to contacts on Proactive WhatsApp. This enhancement will increase the business value for WhatsApp and allow organizations to share personalized messages to their users.
Customer Request | ✓ | UI Change | ✓ |
Availability | On toggle |
Create SMS and Email Templates in Arabic
You will be able to create SMS and email templates in Arabic, supporting both right-to-left (RTL) and left-to-right (LTR) text in email and SMS messages. This enhancement will offer greater language flexibility, allowing you to utilize outbound digital channels in regions where Arabic is spoken.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Ability to Create State Do Not Call Holidays in ACD
You will be able to create do not call (DNC) holidays in the ACD. This feature will allow you to set specific curfews to avoid calls to certain regions on state holidays. This will address compliance issues where many states have statutes prohibiting such calls on declared holidays.
Customer Request | ✓ | UI Change | ✓ |
Availability | On deploy |
Custom Team Assignment to Evaluator
A Quality Plan creator will be able to customize the teams that an evaluator will receive interactions from. The teams an evaluator has access to must be assigned in the Administration section.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Supervisor Initiates Evaluation Appeal
A Quality Form Administrator will be able to set an evaluation appeal in the form template. An Agent or Supervisor with the necessary permission will be able to initiate an appeal.
Anyone with the required permission to appeal will be able to act as the Supervisor. They will also have access to the agent's evaluations.
You will be able to change the appeal workflow in Settings, when creating a new form template.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Active Form Edits and Versions
Currently, editing an active form automatically updates the version number.
In this release, the Form Administrator will be able to make cosmetic changes to an active form without the version number changing. By default, the new Save form without updating version will be enabled.
Cosmetic changes will include:
Reports will remain unaffected by cosmetic changes.
To apply non-cosmetic changes, the Save form without updating version setting must be disabled.
Non-cosmetic changes include:
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Evaluation Form Custom Headers
The new feature will allow form builders to create up to five custom header text boxes for a form.This will let you include evaluation interaction data. Agents will be able to view the header and header values in their evaluations.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Support for Side by Side (OCR+3rd Party ACD)
Quality Management will support Interactions from the Avaya ACD. This support will be dependent on the recording license being configured for CXone, supporting Avaya ACD.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Japanese Included in Multi-Language Options
When building custom categories in QMA, Japanese will be included.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Challenge Updated to Appeal
All instances of the terms Challenge or Challenged will be updated to Appeal or Appealed.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
BI Report Enhancements
For more details about this feature, select the Admin filter on the top right.
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Additional Search Capabilities for Ad-Hoc Evaluations
Users will be able to search by the Organizational Unit or OU and by Group. This feature provides users with additional search capabilities when locating a Line of Business or Group when evaluating agents.
For more details about this feature, select the Admin filter on the top right.
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Next Generation for Coaching
Users will have access to their original coaching packages and plans in a read-only format, allowing them to familiarize themselves with the new Coaching platform. A "What's New" pop-up will be provided to support users in understanding the updates and changes in the platform.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Quality Management BI Report Enhancements
These reports will display a column for Hierarchy:
For more details about this feature, select the Admin filter on the top right.
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
CDR Disposition Expanded Report
The CDR Disposition Expanded report will show information about the interactions that occurred in your system, including the contact, agent, skill, campaign, team, time, and disposition. In addition to all of the columns from the CDR Plus Disposition report, it will also show:
Customer Request | ✖ |
UI Change | ✖ |
Availability | On deploy |
Agent State Log Expanded Report
The Agent State Log Expanded report will show the states each agent was in for the time period you select. In addition to the columns from the Agent State Log report, it will also show:
This report will let you see agents' states in one view.
Customer Request | ✖ |
UI Change | ✖ |
Availability | On deploy |
All Callbacks Expanded Report
The All Callbacks Expanded report will show all scheduled callbacks and commitments for the time period you select. In addition to the columns from the All Callbacks report, it will also show:
Customer Request | ✖ |
UI Change | ✖ |
Availability | On deploy |
Hide Dashboards
Tenant Management administrators will be able to disable the new Legacy Dashboard permission in Tenant Management to hide Reporting > Dashboards from users.
For more details about this feature, select the Partner Applications filter on the top right.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Amelia Updating to Version 5.7.x
SmartAssist will be updated to support Amelia version 5.7.x.
This update will be available later in the Fall 2023 release cycle.
Customer Request | ✖ |
UI Change | ✖ |
Availability | On toggle |
New Action: Estimated Wait Time (Digital)
The Estimated Wait Time (Digital) action will allow you to provide Digital First Omnichannel contacts an estimate of how long it may take for an agent to respond to their request. This action will be available to use with the digital script media type. Digital First Omnichannel is required to use this action.
This action will be available later in the Fall 2023 release cycle.
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
DFO Chat Delivery Override
You will be able to override the delivery of DFO chat messages using custom Studio scripting. Using this option will require assistance from Contact Center Professional Services.
This feature will be available later in the Fall 2023 release cycle.
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Set Global Trace Location Option in Debug Menu
The Set Global Trace Location option in the Debug menu in Studio will be removed.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
SmartAssist Updating to Amelia Version 5.7.x
SmartAssist will be updated to support Amelia version 5.7.x.
This update will be available later in the Fall 2023 release cycle.
Customer Request | ✖ |
UI Change | ✖ |
Availability | On toggle |
Support for IBM Watson Voice and Text Virtual Agents
You will be able to use IBM Watson voice and text virtual agents with Contact Center. IBM voice virtual agents will require a SIP backchannel implementation and will not be able to be set up through Virtual Agent Hub. Text virtual agents will be able to be set up through Virtual Agent Hub.This will expand the options of virtual agent providers you can use in your contact center.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Support for Omilia Voice Virtual Agents
You will be able to use Omilia voice virtual agents with Contact Center. These virtual agents will require a SIP backchannel implementation and will not be able to be set up through Virtual Agent Hub. This will expand the options of virtual agent providers you can use in your contact center.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
These features are adjustments to those previously announced.
DFO Chat Delivery Override
It was previously announced that you will be able to override the delivery of DFO chat messages. This feature will require assistance from Contact Center Professional Services.
Each item includes a description of the feature as it was previously published on the Coming Soon page. These features will not be part of the Fall 2023 release but may be part of a future release.
NLU Intent Evaluation Report
You will be able to run evaluation reports to see several metrics for each intent. These metrics will include count, precision, any warnings about the training data for that intent, and more.
Guide Analytics Enhancements
There will be enhancements to the experience of Guide reports, including new widgets and metrics.
Digital Reporting Enhancements
There will be enhancements to the experience of digital reports, including new widgets and metrics.
Support for LinkedIn Tags and Mentions
A case will be created any time someone tags or mentions your brand on LinkedIn.
This feature will be available later in the Fall 2023 release cycle.
Search and Filter by Hierarchy
You will be able to filter Interactions search results by organizational units and teams in the primary hierarchy. A new column will be available in the search results to display the organizational units associated with agents in an interaction.
To see the following features in detail, go to feature section.
Cloud Transcription
New Name and Location in Contact Center
Workforce Management
Studio
Set Global Trace Location Option in Debug Menu
These are the bugs and known issues that are fixed on this update.
This cumulative update introduces the Keypad in Conference Call Controls feature in CXone Agent, CXone Agent Embedded, CXone Agent for Microsoft Teams, and CXone Agent Integrated.
These are the bugs and known issues that are fixed on this update.
This cumulative update introduces the following feature:
This page has been updated to show the products and features in the December 2023 Minor release of Contact Center. Features are subject to change between now and final deployment.
Learn about the regional and FedRAMP availability of the Contact Center apps you use.
To see these features, clear your cache and cookies in your browser.
CXone Agent Progressive Web App
CXone Agent is available as a progressive web app. This app is browser-based, but can display notifications to the agent directly on their computer or mobile device. It can also run in the background.
Customer Request | ✖ |
UI Change | ✖ | Availability | On toggle |
Load Previous Digital Messages
Agents can load older messages from the contact. This includes messages from past interactions with other agents. This applies to:
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Performance Report
The Performance report is available inside CXone Agent. It shows agents the number of inbound, outbound, and total interactions they handled for a selected time period. It has the same features and functionality as the Performance report in MAX.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Contact History Loading
When the agent first opens the Contact History space, it shows a limited number of interactions. As the agent scrolls, it shows more interactions. This decreases the amount of time Contact History takes to load when opened.
Customer Request | ✖ |
UI Change | ✖ | Availability | On toggle |
Unified Design for Contact History, Queue, and Search
Previously, the Contact History, Queue, and Search spaces each had their own unique layout. In this release, the layout of Contact History and Queue has been changed to match the layout of Search. All three spaces display information in a table. This simplifies the user experience.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Integrations Menu Item Renamed to Automation and AI
The Integrations menu item in Contact Center has been renamed to Automation and AI. This is where you can find Agent Assist Hub. It's located in the Others section of the menu that appears when you click the app selector.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
To see these features, clear your cache and cookies in your browser.
Load Previous Digital Messages
Agents can load older messages from the contact. This includes messages from past interactions with other agents. This applies to:
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Performance Report
The Performance report is available inside CXone Agent Embedded. It shows agents the number of inbound, outbound, and total interactions they handled for a selected time period. It has the same features and functionality as the Performance report in MAX.
Contact History Loading
When the agent first opens the Contact History space, it shows a limited number of interactions. As the agent scrolls, it shows more interactions. This decreases the amount of time Contact History takes to load when opened.
Customer Request | ✖ |
UI Change | ✖ | Availability | On toggle |
Unified Design for Contact History, Queue, and Search
Previously, the Contact History, Queue, and Search spaces each had their own unique layout. In this release, the layout of Contact History and Queue has been changed to match the layout of Search. All three spaces display information in a table. This simplifies the user experience.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
CXone Agent for Microsoft Teams supports two new languages: German and French.
Customer Request | ✖ |
UI Change | ✖ | Availability | On toggle |
Load Previous Digital Messages
Agents can load older messages from the contact. This includes messages from past interactions with other agents. This applies to:
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Performance Report
The Performance report is available inside CXone Agent. It shows agents the number of inbound, outbound, and total interactions they handled for a selected time period. It has the same features and functionality as the Performance report in MAX.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Contact History Loading
When the agent first opens the Contact History space, it shows a limited number of interactions. As the agent scrolls, it shows more interactions. This decreases the amount of time Contact History takes to load when opened.
Customer Request | ✖ |
UI Change | ✖ | Availability | On toggle |
Unified Design for Contact History, Queue, and Search
Previously, the Contact History, Queue, and Search spaces each had their own unique layout. In this release, the layout of Contact History and Queue has been changed to match the layout of Search. All three spaces display information in a table. This simplifies the user experience.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
See the Agent for Salesforce release history for a list of previous versions.
WatchRTC SDK Integration
The WatchRTC SDK has been integrated with Agent for Salesforce. It provides an overview of WebRTC health for your organization. It automatically collects application and user data for you to analyze. Integrated Softphone and Voice Quality Metrics must be enabled in your system before you can use it. You can access WatchRTC reports and features through a separate URL. For more information, reach out to your Contact Center Account Representative.
Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Real-Time Sentiment Analysis
Service Cloud Voice now supports real-time sentiment analysis of call conversations. Agents and supervisors can now view turn-by-turn sentiment. They also have access to call recordings from previous conversations.
This feature allows supervisors to do the following:
This feature is only available for Salesforce organizations in North America.
Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
To see these features, clear your cache and cookies in your browser.
Load Previous Digital Messages
Agents can load older messages from the contact. This includes messages from past interactions with other agents. This applies to:
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Performance Report
The Performance report is available inside CXone Agent Integrated. It shows agents the number of inbound, outbound, and total interactions they handled for a selected time period. It has the same features and functionality as the Performance report in MAX.
Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Contact History Loading
When the agent first opens the Contact History space, it shows a limited number of interactions. As the agent scrolls, it shows more interactions. This decreases the amount of time Contact History takes to load when opened.
Customer Request | ✖ |
UI Change | ✖ | Availability | On toggle |
Unified Design for Contact History, Queue, and Search
Previously, the Contact History, Queue, and Search spaces each had their own unique layout. In this release, the layout of Contact History and Queue has been changed to match the layout of Search. All three spaces display information in a table. This simplifies the user experience.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Integrations Menu Item Renamed to Automation and AI
The Integrations menu item in Contact Center has been renamed to Automation and AI. This is where you can find Cloud TTS. This section is located under Others in the menu that appears when you click the app selector.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Cloud TTS Menu Option Renamed
The menu option to launch Cloud TTS has been renamed to Cloud TTS Hub. Previously, this menu option was found in the Integrations section in Contact Center. In this release, it is found in the Automation and AI section.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Frontline
Frontline Agent Client for Kustomer
You can embed the Frontline Agent Client (FAC) into the Kustomer CRM. This lets agents handle conversations from one screen all within the CRM. FAC is powered by Contact Center infrastructure and integrates with the functionality of Kustomer. For example, new interactions automatically create conversations in Kustomer. FAC for Kustomer supports the following features:
Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
API Signature Service
The API signature service is an API that lets you enhance your security with the following features:
Contact Frontline Support for more information on improving your system security with this service.
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Omilia
Credit Card Payments miniApp
Omilia can securely take credit card payments with a new embedded miniApp. This allows contacts to make payments in your Omilia VoiceBot IVR without waiting to speak with an agent. The miniApp is an add-on for Omilia VoiceBots, which helps avoid a complex setup process. For example, it handles all requirements to be compliant with PCI security standards. Contact Omilia Support for more information on processing payments with this miniApp.
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
DFO Chat Feedback Management Survey Variables
A new Feedback Management survey variable is available for DFO chat.
For more details about this feature, select the Feedback Management filter on the top right.
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Feedback Management Surveys Embedded in DFO Chat
Contacts can complete post-interaction web surveys in an iFrame in the DFO chat window.
For more details about this feature, select the Feedback Management filter on the top right.
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
These features will be available later in the release cycle, in January 2024.
Added Survey Substatuses
Two new substatuses help you monitor IVR engagement. They can help you determine why contacts didn't take a survey they agreed to take while waiting in a call queue.
Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Undo and Redo Buttons in Text Editors
In text editors throughout Feedback Management, undo and redo buttons are now available. These allow you to undo your most recent action in the text editor and to redo an action you just undid.
This feature isn't available on the Web Intercept page.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Speech-to-Text Language Improvements
For organizations using Elevate AI for Speech-to-Text (STT) transcriptions for survey comments, transcriptions are now available for Japanese.
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Updated Academy Page
In the last release, the new VOC Basics course information was added to replace the Net Promoter Masterclass: Program Leadership Masterclass course. On 10 December, the Academy page will reflect this. Click the new container to navigate to the course in Dojo.
In addition, the following obsolete courses have been removed:
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Added DFO Chat Survey Variable
A new survey variable called locale code is available for DFO chat. It lets you display the survey in the contact's language.
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Surveys Embedded in DFO Chat
Previously, contacts could click a link in DFO chat to take a survey in a new browser window. In this release, contacts can complete post-interaction web surveys in an iFrame in the DFO chat window. If the contact closes the survey without completing it, they return to the chat window. The chat window includes a link where they can return to the survey. Displaying the survey within the chat window makes the experience more seamless.
Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
New and Returning Visitors Rule Condition
Use the New and Returning Visitors condition when creating CXone Guide engagement rules. With this condition, you can display proactive offers or templates to visitors based on their visit history:
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Tenant Management
CXone Supervisor: New License
In this release, a new license option called CXone Supervisor CSAT is available for the CXone Supervisor license.
Organizations with the Enlighten AI CSAT package have the CXone Supervisor CSAT license and can access the Urgent Assist feature in the CXone Supervisor application.
For more details about this feature, select the CXone Supervisor filter on the top right.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Add Templates and Variables to Proactive WhatsApp
You can include templates and variables when sending messages to contacts on Proactive WhatsApp. This enhancement increases the business value for WhatsApp and allows organizations to push out personalized messages to their users.
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Improved Security for Direct Data Access
Previously, you could only use a username and password to log in to Direct Data Access. In this release, Direct Data Access supports a new authentication method. You can use an access key and a secret key for your login credentials. Eventually, you will only use these keys instead of a username and password. This enhances security and helps protect your information.
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
These release notes are for a product that's part of an Out-of-Band Controlled Release (CR) program following a CI/CD methodology. The changes indicated in these release notes have already been made to the product.
Urgent Assist Alert
Supervisors can now configure the Urgent Assist alert.
This alert uses the AI-based Urgent Assist model. This model is meticulously trained on cross-industry patterns and trends. The model helps to predict the precise moment to alert supervisors when they should step in and support their agents.
This alert is available as a part of the Enlighten AI CSAT package with the CXone Supervisor CSAT license.
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Agent Schedule
Supervisors can now see their agents' daily schedules to know their current and upcoming activities for the day.
The daily schedule will help supervisors to make better re-skill decisions when balancing queue load.
To see the agent schedule, you must enable the permission: WFM > Scheduling > Schedule Manager > View.
This feature is available to users with the Workforce Management license.
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Integrations Menu Item Renamed to Automation and AI
The Integrations menu item in Contact Center has been renamed to Automation and AI. This is where you can manage the Transcription Profiles for Contact Center transcription options. It's located in the Others section of the menu that appears when you click the app selector.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
All Transcription Options Available in Transcription Hub
A new hub has been added to the Automation and AI section of Contact Center. Transcription Hub houses all of the options for transcription supported in Contact Center. This makes it easier to manage transcription for all of your applications in Contact Center.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Cloud Transcription Service Renamed and Moved
Contact Center Cloud Transcription Service has been renamed to Turn-by-Turn Transcription. It has also been moved under the new Transcription Hub menu option in the Automation and AI section in Contact Center. The new name reflects the way this transcription service is used in Contact Center.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Integrations Menu Item Renamed to Automation and AI
The Integrations menu item in Contact Center has been renamed to Automation and AI. This is where you can find Virtual Agent Hub. It's located in the Others section of the menu that appears when you click the app selector.
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
The Release Adjustments section describes the changes, removals, and additions made in the feature descriptions since the initial coming soon announcement for the December 2023 Minor release.
This section describes changes that have been made to feature descriptions since the initial coming soon announcement. Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.
Agent for Service Cloud Voice
Noise Cancellation
Currently, background noise lowers the call quality between agent and contact. In this release, a noise block library will be integrated. This will improve voice quality by eliminating environment noise from both agent and contact.
CXone Agent
CXone Agent Progressive Web App
This feature was previously announced as CXone Agent desktop and mobile apps. Instead, it is a progressive web app. It is still a browser-based app.
This section describes product changes that were included in the initial coming soon announcement and have since been removed from this release. These will not be part of the December 2023 Minor release but may be part of a future release.
Removed Applications and Features
Dashboard Application Replaced
The current Dashboard application will be removed from Contact Center. You will no longer be able to access or use it. Your system will migrate to the new CXone Dashboard application for a similar but improved experience. The new CXone Dashboard doesn't currently support FedRAMP. Until it does, FedRAMP-enabled systems will include the current Dashboard application but not the new CXone Dashboard.
New Applications
CXone Dashboard
This product was previously announced as available with the initial December 2023 Minor. Instead, the product's availability is postponed to a future release.
CXone Agent
CRM Workflow Errors in Studio Trace
Error messages from your CRM about the workflows you've created for your agents, such as Search, Create, and Data Memorialization, will appear in the Studio scripts you configured for those workflows. They will appear in the Studio trace window.
To see this feature, clear your cache in Studio.
CXone Agent Embedded
CRM Workflow Errors in Studio Trace
Error messages from your CRM about the workflows you've created for your agents, such as Search, Create, and Data Memorialization, will appear in the Studio scripts you configured for those workflows. They will appear in the Studio trace window.
To see this feature, clear your cache in Studio.
CXone Agent for Microsoft Teams
Microsoft Outlook Calendar Integration
Commitments created in the Schedule space of CXone Agent for Microsoft Teams will appear in Microsoft Outlook. The agent's Outlook calendar will update each time a commitment is created, edited, or deleted. Outlook will notify agents of upcoming commitments.
Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
CXone Agent Integrated
Microsoft Outlook Calendar Integration
Error messages from your CRM about the workflows you've created for your agents, such as Search, Create, and Data Memorialization, will appear in the Studio scripts you configured for those workflows. They will appear in the Studio trace window.
To see this feature, clear your cache in Studio.
This section notes product changes that have been added to this release since the initial coming soon announcement. To see the following features in detail, select the product in the filter on the right.
DEVone Integrations
Feedback Management
These are the bugs and known issues that are fixed on this update.
These are the bugs and known issues that are fixed on this update.