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Release Notes > Contact Center User Hub > Fall 2023

Release Notes

RingCentral Contact Center User Hub | Fall 2023

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Contact Center User Hub. For Contact Center Central Release Notes, please refer to this page.

Coming Soon in the Fall 2023 Release – User Hub

Cumulative Update 2

Cumulative Update 3

Minor Feature Release - December 2023

Cumulative Update 4

Cumulative Update 5

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.

On toggle — This is a major release. The feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when that is.
On deploy — The feature is immediately available when the new release deploys to your environment.

Learn about the platform requirements and FedRAMP support status for the Contact Center apps you use.

Removed Applications and Features

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.

Reports, Care, CRM, and Settings will be removed from the top and side navigation menus of the Digital First Omnichannel portal.
Push API (Webhook) will be removed from the left navigation menu of the Digital First Omnichannel 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

ACD

Improvements to Omnichannel Session Handling Experience

Two updates will improve the Omnichannel Session Handling (OSH) experience:

Delivery Mode Setting Changed: Currently, the business unit Details tab has a Contact Handling Method setting with options: Single Channel and Omnichannel. In this release, the two options will be called Static Delivery and Dynamic Delivery (Recommended). The field will still enable single-channel routing or omnichannel routing, but it will also enable other routing features:

Static Delivery:
- Will usually deliver a single interaction per agent. The exception is when you set up multi-chat handling and email parking for your agents.
- Will also support bullseye routing and a single routing attribute.
Dynamic Delivery (Recommended):
- Will allow independent delivery modes for agents and teams:

Single Contact Mode: Will deliver one interaction to an agent at a time. It is similar to Static Delivery.
Omnichannel Mode: Will deliver multiple interactions to an agent across different channels.

Will allow agents to elevate an interaction to another type. For example, they could elevate a chat to a phone call.
Will support bullseye routing and routing attributes.

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.

No Logout Required to Switch to Dynamic Delivery: Currently, all agents must log out of Contact Center before you can change the Contact Handling Method to Omnichannel. In this release, you will be able to switch to Dynamic Delivery (formerly Omnichannel) while agents continue working without interruption.

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

ACD Channels

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

Admin

Hierarchy Updates

Hierarchies will receive the following updates:

Set a Primary Hierarchy: Currently, hierarchy data can only be used to create user views in Admin. In this release, you will also be able to use a primary hierarchy to filter data in the following areas:
- BI Reports. For more details about this feature, select the Reporting and Dashboards filter on the top right.
- CXone Recording. For more details about this feature, select the CXone Recording filter on the top right.

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.

Edit a Primary Hierarchy: You will be able to continue editing your primary hierarchy after you set it. You should only do so on a regular cadence because editing it can result in data discrepancies. For example:
- You filter a report by hierarchy to analyze data across several months. Halfway through that time period, someone on your team adds two new users to the organizational unit node you're reporting on. In this case, the second half of the report would include data from two additional users, potentially skewing your results.
- A member of your team deletes a level in your primary hierarchy. This level will no longer appear in reports and searches as the hierarchy only shows as it is currently. If the date range you are searching with includes a time when the deleted level did exist, the user may see it in the results.
Subnode Count Added to Hierarchy Drop-Down in User Views: Currently, you can create user views filtered by hierarchy data. In the hierarchy drop-down, you cannot see how many subnodes are under each node. In this release, you will be able to see a count of subnodes under each parent node. This subnode count will be next to each node in the hierarchy drop-down. This feature will help you better understand the level of access you are granting users when creating views.
Search for Nodes within a Hierarchy: You will be able to search for specific nodes within your hierarchy. If found, the node you search for will be placed in the center of the hierarchy window. For the search to yield results, you must type the name of the node exactly. Search is case-sensitive and must contain the entire node name. If you have multiple nodes with the same name, then the first search result will be placed in the center of the window. This feature will allow you to better navigate large hierarchies.
Faster Loading Times on Hierarchy Pages: Hierarchy pages will load faster when editing, navigating, or creating hierarchies.
Hierarchy Levels Limited to 12: You will only be able to have 12 levels in your hierarchy.

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:

Hours of Operation View: You will be able to control what hours of operation records users can see and use. The views created will be honored in ACD, bulk uploads, APIs, and Studio.
Workflow Data View: You will be able to control what workflow data records users can see and use. The views created will be honored in ACD, bulk uploads, APIs, and Studio.

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

Agent for Service Cloud Voice

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.

Dispositions: Describe the outcome of the voice interaction. This could include left voicemail, scheduled follow-up, no longer in service, and so on. This will help keep other teams who handle the contact up to date on their voice interactions.
Tags: Words or short phrases used to associate the call with Salesforce records. This will help to organize your voice interactions and data.

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

API

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

Bot Builder

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:

Add logic
Perform complex operations
Integrate with external systems

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:

Private and Local Sharing: Currently, you can publish your skills to the Skill Store for anyone to access. In this release, you will also be able to privately share your bot skills using a link or locally share them with only your tenant inside the Skill Store.
Create New Bots from Skills: You will be able to use skills you discover in the Skill Store to immediately create new bots.
Feedback Management Integration: There will be an integration for Feedback Management in the Skill Store. This integration will allow your bot to perform conversational surveys with contacts.

Customer Request

✖

UI Change

✓

Availability

On toggle

UI and UX Improvements

The following user experience improvements will be made for existing features and functionality:

Slot Variable Auto-Complete: You will be able to view and select from a list of all existing slot variables when you type the first bracket { to insert a slot variable into a bot message.
Message Variations: You will be able to set up a variety of responses in one message action. The bot will randomly choose which one to use in a conversation.
Show/Hide Intents: You will be able to hide an existing intent from your training data, telling Bot Builder to treat it as a draft. It will still be visible to you to edit, but your bot will not learn from the intent while it is hidden. You can show the intent again when it's ready.
Layout Flexibility: When working on dialogues, NLU, or integrations, you will be able to adjust the width of each pane in Bot Builder to maximize space for the content you need.

Customer Request

✓

UI Change

✓

Availability

On toggle

CXone Supervisor

In-App Alerts

Supervisors will be able to set up and receive alerts for:

Agent states.
Negative sentiments (only available with RTIG license).

While configuring alerts, supervisors will be able to define:

Whether to receive alerts.
Whether to have an alert sound.
Thresholds for when to be alerted.

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:

View all agents assigned to the selected ACD skills.
Manage agents and their proficiency scores.

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

Digital First Omnichannel

New Studio Actions

New Studio actions will be available for use in digital scripts. They will allow you to:

Update the status of cases. Possible case statuses include Open, Pending, Escalated, Resolved, and Closed.
Send messages to a contact and not wait for a reply. This action will allow you to have a script or virtual agent bot send messages to contacts.
Update custom fields in customer cards.
Create custom fields for customer cards.
Add a note to a customer card.
Retrieve details from a customer card.
Update a digital contact with a new priority or targeted proficiency range.

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

Web visitor data will be available in the data lake.
Reporting will be able to track which agent triggered a workflow automation (WFA) event. This will help users view the complete timeline for cases and messages.

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.

Name Change—DFO quick replies that an agent can send to a contact will be called quick responses instead. This will help avoid confusion with quick reply functions that appear in other Contact Center applications.

Customer Request

✖

UI Change

✖

Availability

On deploy

Custom Variables—Quick response variables will not be limited to available system options. Agents will be able to create custom quick response variables in the agent workspace. Agents will be able to create any variable they want for things like names, dates, account numbers, and so on. This will increase flexibility for creating quick responses best suited to your needs.
HTML Text Formatting—The quick response content box will have more text formatting options. You will be able to insert a table. Updates will also include enhancements to font size, color, and highlight color.

Customer Request

✖

UI Change

✖

Availability

On deploy

Preview in Agent Console—Agents will be able to see a preview window of the text in a quick response before sending it to a contact. To see the preview of the text, agents will need to hover over the available options in the agent console. This will make it easier for agents to identify the appropriate quick response to send to contacts. This feature will be implemented later in the Spring 2023 release cycle.

Customer Request

✖

UI Change

✖

Availability

On deploy

Menu in Manual Outbound Flow—The quick response menu will be available in the manual outbound flow. This will help agents communicate with contacts more efficiently. This feature will be implemented later in the Spring 2023 release cycle.

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:

See a list of all your existing Contact Center Email channels.
Rename existing channels.
Easily toggle manual outbound email ON/OFF.

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

IEX WFM Integrated

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:

Interaction Analytics

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

Enhancements to the Category Statistics Report—Incorrect calculations for Average Duration and Average Silence will be hidden at the dataset, category, and team level.
New BI Reports:

Analytics Metrics Comparison—This report will allow you to compare analytics metric data between two time periods you select. This will allow you to compare trends between individual metric types for agents or teams.
Analytics Metric Trend—This report will allow you to analyze metric trends in your data over a selected period of time. This will allow you to compare trends between different teams.

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:

French
Canadian French
German
Spanish
Japanese
Brazilian Portuguese
Dutch (Netherlands)

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

MAX

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

Partner Applications

Tenant Management

Pages Removed from Tenant Management

Two pages will be removed from Tenant Management:

Users
Login Authenticators

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

Voice Quality Metrics

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:

Agent Console Type
Agent Console Version
Average Bitrate (KBPS)
Average RTT (MS)
Browser
Call Setup time
ISP
Location City
Location Country
Media Transport
Operating System
OS version

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:

QoS Metrics
Call Attributes
ACD Attributes
Web Attributes

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

Personal Connection

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

Quality Management

New Options for the Evaluation Form Template Header Field

You will be able to add fields in the evaluation template headers of:

Evaluator Name
ACD Skill Name

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:

Quality Plans
My Tasks
Quality Plan Distribution
Plans Monitoring

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:

Specific agents
Interaction date

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:

A drop-down selection which will allow the selection of a specific question within the evaluation form and version being reviewed.
A drop-down selection which will allow the selection of a specific answer on the question selected.

Customer Request

✓

UI Change

✖

Availability

On toggle

Real-Time Interaction Guidance

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

Recording

Interactions Enhancements

You will be able to search for interactions by the evaluator who was assigned to them. A new Evaluator column will be available to display in the search results table.
You will be able search for an interaction by its unique contact number. A new Contact column will be available to display in the search results table.
The current Contact ID column, which displays the master contact ID related to an interaction, will be renamed to Master Contact to align with ACD reports.
A new icon will indicate which segments are part of a complex interaction. Clicking on a segment's icon will display all its related segments in the same interaction. The metadata, QM, and analytics information for each related segment will be displayed.

Customer Request

✓

UI Change

✓

Availability

On toggle

Recording Enhancements

You will be able to configure after-call work (ACW) time for up to 45 minutes (2700 seconds).
Enhanced recording support will allow business data to be attached to all relevant segments in a call.
Improved recording alert messages will provide specific and more detailed information about the errors.

Customer Request

✓

UI Change

✓

Availability

On toggle

Player Enhancements

You will be able to play a screen recording when the voice recording is unavailable.
You will be able to play an entire interaction when recordings for one or more of its segments are unavailable.
Error codes will be displayed in playback error messages to allow faster resolution of recording and playback problems.

Customer Request

✓

UI Change

✓

Availability

On toggle

ScreenAgent Enhancements

ScreenAgent will be able to record a single call for up to 3 hours (+45 minutes ACW) before it automatically disconnects.
You will be able to install ScreenAgent with a digital signature.

Customer Request

✓

UI Change

✓

Availability

On toggle

Reporting and Dashboards

Business Intelligence (BI) Reports

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

CSAT metrics will be renamed to Behavior Scores.
Behaviors and Phrase Alerts will be split into two separate grids to give a more detailed look at RTIG performance.
A new tab called By Contact will be added so that you can view Behaviors and Phrase Alerts by contact.

Customer Request

✖

UI Change

✓

Availability

On deploy

New Interaction Analytics Reports

Analytics Metric Comparison—This report will allow you to compare analytics metric data between two time periods. You will easily be able to compare trends between individual metric types for agents or teams. You will also be able to navigate to more interaction details from the Interactions Trend graph in the report. To use this report, you will need to enable the Analytics Metric Trend permission. In Contact Center, go to Admin > Security > Roles and Permissions > Permissions . The permission will be under Reporting > BI Reports.
Analytics Metric Trend —This report will allow you to analyze metric trends in your data over a period of time. You will easily be able to compare trends between different teams. You will also be able to navigate to more interaction details from the Interactions Trend graph in the report. To use this report you will need to enable the Analytics Metric Trend 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

Quality Management BI Report Enhancements

ACD Contact ID column—A column with contacts' unique ID numbers will be added to all QM reports.

Customer Request

✖

UI Change

✓

Availability

On deploy

Recorded Interaction Date option added to Time Period filter—Currently, the Time Period filter in QM reports only applies to evaluation date. With this release, it will be broken down into Evaluation Submitted Date and Recorded Interaction Date in these reports:

Evaluations by Section and Question
Evaluations by Team
Evaluation Question and Answer Analysis
Evaluation Question and Answer Details
Evaluation Question Details

It will be broken down into Evaluation Start Date and Recorded Interaction Date in these reports:

Evaluation Details
Evaluator Analysis

Customer Request

✓

UI Change

✓

Availability

On deploy

Agent Name filter—You will be able to filter by Agent Name in these reports:

Evaluation Details
Evaluation Question and Answer Analysis
Evaluation Question and Answer Details
Evaluation Question Details

Customer Request

✓

UI Change

✓

Availability

On deploy

Replaced category—A category called Replaced will be added to the Evaluation Analysis report. This category will show the number of evaluations where the evaluator was replaced.

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

Data Download Reports

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

Prebuilt Reports

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 Reports

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

SmartAssist Powered by Amelia

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

Studio

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:

Update the status of Digital First Omnichannel cases. Possible statuses are Open, Pending, Escalated, Resolved, and Closed.
Send messages to a contact and not wait for a reply. This action will allow you to have a script or virtual agent bot send messages to contacts.
Update custom fields in customer cards.
Create custom fields for customer cards.
Add a note to a customer card.
Retrieve a customer record.
Update a digital contact with a new priority or targeted proficiency range.

Customer Request

✓

UI Change

✖

Availability

On deploy

Virtual Agent Hub

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:

If it can detect that the contact is speaking but couldn't understand them, the virtual agent will respond appropriately. For example, it might ask the contact to repeat themselves.
If it cannot detect that the contact was speaking, the virtual agent will treat the interaction as if the contact has timed out.

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

Voice Access

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

Workforce Intelligence

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

Workforce Management (CXone)

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:

Evaluating the staffing at a broad level.
Making better staffing decisions for a week.

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:

Select a single date or time and edit each WFM skill's forecasted volume and average handle time (AHT).
Target a specific volume or AHT range when bulk editing.
Normalize the forecast values to a new value in bulk editing.

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

Enlighten AI Routing

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:

Focus Metric + High Weight: Will route to agents only based on predictions made for the selected KPI.
Focus Metric + Medium-High Weight: Will distribute 90% of interactions to agents with the best predicted KPI and then route 10% of interactions to agents with relatively low occupancy and high idle time.
Focus Metric + Medium Weight: Will distribute 80% of interactions to agents with the best predicted KPI and then route 20% of interactions to agents with relatively low occupancy and high idle time.
Focus Metric + Medium-Low Weight: Will distribute 70% of interactions to agents with the best predicted KPI and then route 30% of interactions to agents with relatively low occupancy and high idle time.
Focus Metric + Low Weight: Will distribute 60% of interactions to agents with the best predicted KPI and then route 40% of interactions to agents with relatively low occupancy and high idle time.

Customer Request

✖

UI Change

✓

Availability

On toggle

Interaction Analytics

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

Interactions and Playback

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

MAX

Hide Agent State Timer

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

My Zone

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:

Be auto-approved
Require approval or
Be unavailable

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

Partner Applications

Adapters

Improvements in Microsoft Teams Directory Sync and Presence Sync

Two updates will be made to improve Microsoft Teams Directory Sync and Presence Sync:

Mapping of Multiple Contact Center Accounts to a Microsoft Azure Account: Currently, you can map only one Contact Center account to a Microsoft Azure account in Microsoft Teams Directory Sync and Presence Sync. In this release, you will be able to map multiple Contact Center accounts to a Microsoft Azure account.
Email Alerts on Insufficient System Users for Presence Event Subscriptions: Currently, Contact Center administrators aren't alerted when presence event subscriptions cannot be synced due to insufficient system users. In this release, email notifications will be sent to the Contact Center administrator informing them there aren't enough system users to establish a presence event subscription. To correct the issue, they will need to add more users in the system.

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:

DND
In a Meeting

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

Tenant Management

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

Personal Connection

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

Quality Management

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:

Changing form fonts and colors
Spelling edits
Adding and removing headers

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:

Adding or removing question and answer options
Drag and drop questions
Properties, settings, scoring, and formula changes

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

Hierarchy Filter: You will be able to filter by Hierarchy in the prompt of these QM reports:
- Evaluations by Section and Question
- Evaluations by Team
- Evaluation Details
- Evaluation Question and Answer Analysis
- Evaluation Question and Answer Details
- Evaluation Question Details
- Evaluator Analysis
These reports will display a column for Hierarchy:
- Evaluation by Team
- Evaluation by Details
- Evaluator Analysis

For more details about this feature, select the Admin filter on the top right.

Customer Request

✓

UI Change

✓

Availability

On deploy

Group Filter: You will be able to filter by Group at the top of these QM reports:
- Evaluations by Section and Question
- Evaluations by Team
- Evaluation Question and Answer Analysis
- Evaluation Question and Answer Details
- Evaluation Question Details

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

Reporting and Dashboards

Business Intelligence (BI) Reports

Quality Management BI Report Enhancements

Hierarchy Filter: You will be able to filter by Hierarchy in the prompt of these QM reports:
- Evaluations by Section and Question
- Evaluations by Team
- Evaluation Details
- Evaluation Question and Answer Analysis
- Evaluation Question and Answer Details
- Evaluation Question Details
- Evaluator Analysis
These reports will display a column for Hierarchy:
- Evaluation by Team
- Evaluation by Details
- Evaluator Analysis

These reports will display a column for Hierarchy:

Evaluations by Team
Evaluation Details
Evaluator Analysis

For more details about this feature, select the Admin filter on the top right.

Group Filter: You will be able to filter by Group at the top of these QM reports:
- Evaluations by Section and Question
- Evaluations by Team
- Evaluation Question and Answer Analysis
- Evaluation Question and Answer Details
- Evaluation Question Details

Customer Request

✓

UI Change

✓

Availability

On deploy

Time Period Sub-filters in All QM Reports: Currently, you can filter by Evaluation Submitted Date in some QM reports and by Evaluation Start Date in others. In this release, both sub-filters will be added to all QM reports. Each report will display columns for Evaluation Submitted Date and Evaluation Start Date.

Customer Request

✓

UI Change

✓

Availability

On deploy

Data Download Reports

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:

ActiveTalkTime
ConferenceTime
ContactEndReason
ContactType
End_Time
InboundPending
NumberToDial
OutboundPending
PreviewTime
Refused
WaitTime

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:

State
Duration in Seconds

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:

Skill_Name
Calledback
Agent_No
Agent_Name
Contact ID
ANI

Customer Request

✖

UI Change

✖

Availability

On deploy

Dashboards

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

CXone SmartAssist Powered by Amelia

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

Studio

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

Virtual Agent Hub

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

Release Adjustments

These features are adjustments to those previously announced.

Changed Features

Studio

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.

Features Removed from This Release

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.

Bot Builder

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.

CXOne Guide

Guide Analytics Enhancements

There will be enhancements to the experience of Guide reports, including new widgets and metrics.

Digital First Omnichannel

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.

Interactions and Playback

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.

Features Added to This Release

To see the following features in detail, go to feature section.

Cloud Transcription

New Name and Location in Contact Center

Workforce Management

Support for Digital Channels (DFO)
True-to-Interval Analytics

Studio

Set Global Trace Location Option in Debug Menu

Cumulative Update 2

These are the bugs and known issues that are fixed on this update.

New Feature

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.

ACD

In some systems, transferred calls became stuck.
Users couldn't access hours of operation profiles if its expiration date was earlier than the current date.
Users couldn't save changes made to the workflow data edit page.

CXone Agent Applications

Agents couldn't disable the agent leg when they were on an active call. This made it impossible to end a call to the wrong number while it was ringing.
When an agent transferred a call and then accepted a new inbound call, sometimes the call controls didn't appear for the new call.

Developer Portal

For some clusters, running Admin API > General > DELETE /files on the developer portal failed with a Failed to fetch error.

MAX

When an agent entered text in an email reply while in the ACW state, the drafted reply was deleted when the ACW state timed out.

Personal Connection

In systems where predictive dialing was disabled, users couldn't update the Consecutive Attempts without a Live Connect field for dialer skills where the dialing ratio was 1.
In certain system configurations, dialer calls were automatically dispositioned as Answering Machine Left Message instead of routing to an agent.
Changes to call suppression settings didn't appear in the audit history for a dialer skill.
In some systems, the agentless dialer would reach a contact and fail to play a message. When this happened, it assigned an error disposition to the call.

Platform

Rarely, users in a system lost access to many applications and pages in CXone.

Reporting

The Contact Details report didn't play chat recordings. Instead, it returned error 8202.
Sometimes the data extraction tool from a data download report would fail with a timeout error.
When agents applied tags to email contacts in MAX, some of those tags didn't appear in the Contact Details report.

Studio

Users on the beta cluster couldn't open Studio scripts they had updated in the Fall 2023 version.
The GRYPHON DNC V2 action didn't send optional variables like zip code and campaign name.
In some systems, the RUNAPP action produced an "Object reference not set to an instance of an object" error.

Cumulative Update 3

These are the bugs and known issues that are fixed on this update.

New Feature

This cumulative update introduces the following feature:

Update Requires All Studio Users to Clear Studio Cache

ACD

Email contacts sometimes generated recordings that were several hours long.
Interactions where the contact hung up in the IVR sometimes produced recordings that were several hours long.
ACD skill profiles sometimes showed that edits were made by "not applicable".
Users couldn't open ACD Skills unless they had the Hours of Operation View permission enabled.
Editing the Workflow Data settings returned the error "The remote server returned an error: (400) Bad Request."
Agents sometimes received a busy error when they transferred a contact to another skill.

Admin

The Audit History tab of an employee profile sometimes showed changes that weren't made.

Digital First Omnichannel

The agent status in DFO and MAX didn't always synchronize correctly.

MAX

Contacts were sometimes routed to agents through a skill that the agent was no longer assigned to.
In preview dialing, the Accept button didn't work.

Platform

Users couldn't log in to Contact Center with Federated Identity.

Reporting

For custom reports that included callback requests, transferred calls were associated with the original contact ID of the interaction, not the contact ID assigned to the interaction after the transfer.

Studio

In scripts that sent an email with a voicemail recording as an attachment, the email would sometimes send before the attachment was ready.
In some systems, saving a Studio script took several seconds to complete.
The Studio debugger sometimes returned the error "Could not load file or assembly."
Studio would download an old version of Cefsharp instead of the latest.
REQAGENT (digital) didn't work correctly when the default skill was selected.

Minor Feature Release - December 2023

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.

CXone Agent

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:

Chats
Email
SMS
Social messages
Social platform interactions
WhatsApp messages

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

Agent Assist Hub

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

CXone Agent Embedded

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:

Chats
Email
SMS
Social messages
Social platform interactions
WhatsApp messages

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

Customer Request

✖

UI Change

✖

Availability

On toggle

Unified Design for Contact History, Queue, and Search

Customer Request

✖

UI Change

✓

Availability

On toggle

CXone Agent for Microsoft Teams

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:

Chats
Email
SMS
Social messages
Social platform interactions
WhatsApp messages

Customer Request

✓

UI Change

✓

Availability

On toggle

Performance Report

Customer Request

✖

UI Change

✓

Availability

On toggle

Contact History Loading

Customer Request

✖

UI Change

✖

Availability

On toggle

Unified Design for Contact History, Queue, and Search

Customer Request

✖

UI Change

✓

Availability

On toggle

Agent for Salesforce

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

Agent for SCV

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:

Identify positive or negative experiences between agents and contacts.
Listen to recorded call segments.
Improve agent training based on the sentiment analysis.

This feature is only available for Salesforce organizations in North America.

Customer Request

✓

UI Change

✖

Availability

On deploy

CXone Agent Integrated

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:

Chats
Email
SMS
Social messages
Social platform interactions
WhatsApp messages

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

Customer Request

✖

UI Change

✖

Availability

On toggle

Unified Design for Contact History, Queue, and Search

Customer Request

✖

UI Change

✓

Availability

On toggle

Cloud TTS

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

DEVone Integrations

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:

Contact Center voice calls automatically create and record a new conversation in Kustomer
Call transfers automatically transfer the conversation to the next agent
Call logging and screenpops while the call is waiting to be answered by the agent

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:

Create JSON Web Tokens (JWT)
Support for RSA signatures
Support for RSA and AES encryption and decryption
Support for hash and HMAC hash
Using certificates for the above 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

Digital First Omnichannel

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

Feedback Management

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.

Skipped: No Warm Transfer to Survey: The agent failed to connect the contact to the survey. This substatus appears in the invitation charts and the Invitations and Responses page.

Customer Request

✓

UI Change

✓

Availability

On deploy

Not Sent: Hung Up in Queue: The contact hung up after agreeing to take the survey but before being connected with an agent. The Survey Invitation Detail chart shows the real-time count of contacts who meet the described criteria. Feedback Management doesn't report additional information about the contacts, and their contact records aren't available anywhere in Feedback Management. This feature is only available for customers migrating from ECHO to Feedback Management.

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:

Introduction to NPS
NPS Economics
NPS Training

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

CXone Guide

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:

First time visitors: Display proactive offers or templates that are specific to first-time visitors. For example, you can display a proactive offer that includes a welcome message for new visitors.
Returning visitors: Display proactive offers or templates that are specific to returning visitors. You can specify how many times they visited within a certain time period. For example, you can display a proactive offer specifically for returning users who visited three or more times within the past 14 days.

Customer Request

✓

UI Change

✓

Availability

On toggle

Partner Applications

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

Personal Connection

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

Reporting and Dashboards

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

CXone Studio

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.

Preview Features

CXone Supervisor

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

Transcription

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

Virtual Agent Hub

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

Release Adjustments

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.

Changed Features

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.

Features Removed from This Release

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

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

To see this feature, clear your cache in Studio.

Features Added to This Release

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

Credit Card Payments miniApp

Feedback Management

Added DFO Chat Survey Variable
Surveys Embedded in DFO Chat
Speech-to-Text Language Improvements
Updated Academy Page

Cumulative Update 4

These are the bugs and known issues that are fixed on this update.

ACD

When an agent using a work item skill that required a disposition transferred a work item to a skill that didn't require a disposition, the work item stayed with the original agent and wouldn't transfer.
When a user's name included Japanese characters, the ACD screen didn't display correctly.
When an agent script became stuck, calls wouldn't route to available agents.
In some systems, contacts became stuck and weren't routed to agents.

CXone Agent

When a DFO SMS case routed to an agent inbox, an error icon appeared.

Studio

When SNIPPET actions contained a RestProxy object that accessed urlencode, an error was returned. (ORC-29155)
Rarely, script traces would stop running after a GET_CUSTOM_FIELDS_CC_CONTACT action. The log showed a "null pointer" error.

Cumulative Update 5

These are the bugs and known issues that are fixed on this update.

ACD

Hours of operation frequently threw exceptions when the browser was set to a language other than English.
In some dynamic delivery routing environments, agents would set their state to Available and immediately have it change to Unavailable - Refused.
When an invalid contact was routed, the assigned agent was automatically placed in a Refused state.
Interactions where the contact hung up in the IVR sometimes produced recordings that were several hours long.
The Workflow Data page sometimes showed a "rate exceeded" error that resulted in users not being able to make updates to Workflow Data.
Workflow Data pages sometimes returned a "bad request" error when users tried to make updates.
When a user's name included Japanese characters, the ACD screen didn't display correctly.
The SETAGENT Studio action allowed you to set a supervisor’s CXone Agent state to Available while they were actively monitoring agents in CXone Supervisor. When a supervisor is Available and receives a call while they’re monitoring, the supervisor’s call merges with the call of the agent they’re monitoring, coaching, barging, or taking over. SETAGENT can no longer change a supervisor’s agent state to Available while they’re monitoring agents. It takes the On Error branch instead. You can use the On Error branch to redirect the contact, for example, to voicemail or to another agent or skill. Alternatively, you can add logic to your script that bypasses the SETAGENT to Available logic if the supervisor’s agent state is the system Unavailable state or a custom Unavailable state used specifically for monitoring. Your script must then reroute the contact. The SETAGENT page contains more information about preventing this issue.

API

In v27, GET/agents/state-history took a long time to execute and sometimes timed out.

CXone Agent

Commitments were scheduled for the default business unit time zone instead of the selected time zone.
When an agent refused an inbound call and returned to Available shortly after, their state changed to Working and they couldn't receive new calls.

Reporting

In report schedules, sometimes the schedule recurrence settings weren't saved correctly.
In the Abandon Rate Compliance report, the Answered column always showed a value of 0.

Studio

In some linked script scenarios, the child script didn't return to the parent script.
REST API ACTION took the error branch while executing any REST API endpoint URL.