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Release Notes

RingCentral Contact Center User Hub | Spring 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.

Spring 23.1 Release - User Hub

This page has been updated to show the final products and features in the Spring 2023 release of CXone. Features are subject to change between now and final deployment.

All new products and features are shown by default. If you want to see only products and features in your Contact Center system, you can clear the checkboxes to remove features you don't need from your display.

Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.

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.

Release Adjustments

  • Changed Features
  • Features To Be Released at a Later Date
  • Features Added To This Release

Global Changes

End of Support for Windows 8.1 OS

Microsoft has announced end of support for the Windows 8.1 operating system as of 10 January 2023. Therefore, NICE we will no longer develop or test against Windows 8.1 as of the Spring 2023 release. Support will be provided as of that time only for issues experienced on supported operating systems. Support for Windows 11 64-bit was added in the last major release. Some Contact Center applications may differ. Check the Platform Requirements page for the Contact Center applications you use.

Customer Request ✖ UI Change ✖ Availability On deploy

What's New in the Online Help

Improved Workflow Automation Documentation

The Workflow Automation feature in Digital First Omnichannel now has detailed documentation for setting up each trigger, condition, and job. On many of these pages, you can also read examples of triggers and jobs that work together to accomplish a fully automated process.

Filter Contact Center Apps by FedRAMP Availability

The Platform Requirements page lets you filter Contact Center apps by whether they're available or unavailable for FedRAMP.

Removed Applications and Features

End of Support for Windows 8.1 OS

Microsoft has announced end of support for the Windows 8.1 operating system as of 10 January 2023. Therefore, NICE we will no longer develop or test against Windows 8.1 as of the Spring 2023 release. Support will be provided as of that time only for issues experienced on supported operating systems. Support for Windows 11 64-bit was added in the last major release. Some Contact Center applications may differ. Check the Platform Requirements page for the Contact Center applications you use.

Customer Request ✖ UI Change ✖ Availability On deploy

Google Verified Calls Discontinued

Google is ending use of their Verified Calls feature on 31 January 2023. If you're using this feature, contacts will stop seeing the verified calls UI when they receive phone calls from your organization after that date.

Customer Request ✖ UI Change ✖ Availability On deploy

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

AgentID Property Removed from Agent Assist Studio Action

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.

This update is described in more detail in the Studio section of this page.

Customer Request ✖ UI Change ✓ Availability On deploy

New Applications

CXone Agent

CXone Agent is the next-generation agent application native to CXone. It enables agents to handle voice, chat, email, SMS, and digital interactions from within the same unified interface. This interface is customizable at the business unit, team, and agent level. Relevant customer data, including interaction history and any data from an integrated CRM, appears for agents to provide them with the most complete customer picture.

CXone Agent will be generally available later in the Spring release cycle, in March 2023. Currently, it is in controlled release (CR) for a select number of customers.

Customers who have been using CXone Agent in CR will notice these features in the Spring 2023 release:

  • Additional CRM integrations — Currently, CXone Agent supports integration with Microsoft Dynamics, ServiceNow, and Zendesk. For the Spring 2023 release, Kustomer, Oracle, and SAP will be added as compatible CRMs.

Customer Request ✖ UI Change ✖ Availability On deploy

  • Additional Customer Card features — Notes will be available in the Customer Card space. Agents will also be able to merge customer cards. This will allow agents to conveniently see more data at once.

Customer Request ✖ UI Change ✓ Availability On deploy

  • Additional DFO private channels — These channels will be added as private digital channels:
    • Apple Messages for Business
    • Google Business Message
    • Microsoft Teams
    • WeChat

Customer Request ✖ UI Change ✖ Availability On deploy

  • Commitments — Agents will be able to create commitments. These commitments will be added to their schedule.

Customer Request ✖ UI Change ✓ Availability On deploy

  • Data memorialization — You will be able to link the fields in CXone Agent with the fields in your CRM. When an agent enters customer data in a field in one app, it will appear in the other.

Customer Request ✖ UI Change ✖ Availability On deploy

  • DFO public channels — Currently, Facebook, Twitter, and Instagram are supported private digital channels. With the Spring 2023 release, they will also be available as public channels. LinkedIn will also be an available public channel.

Customer Request ✖ UI Change ✖ Availability On deploy

  • Digital dispositions — The dispositions you configure in Digital First Omnichannel will appear as options in the Status drop-down.

Customer Request ✖ UI Change ✓ Availability On deploy

  • Voicemail — Voicemail will be an available channel.

Customer Request ✖ UI Change ✖ Availability On deploy

  • Screen pops for agent assist solutions — You will be able to connect your agent assist application, such as Real-Time Interaction Guidance and Google Contact Center AI, to the screen pops function in CXone Agent.

Customer Request ✖ UI Change ✖ Availability On deploy

  • Standard Address Book — The address books you configure in CXone will appear in the Directory.

Customer Request ✖ UI Change ✖ Availability On deploy

CXone Agent for Microsoft Teams

CXone Agent for Microsoft Teams is the next-generation agent application embedded in Microsoft Teams. Agents can handle multiple interactions in one unified interface without having to leave Microsoft Teams. The application is customizable to fit business and agent needs. It displays relevant customer data from Microsoft Teams to help agents make interactions as seamless as possible.

CXone Agent for Microsoft Teams will be generally available later in the Spring release cycle, in March 2023. Currently, it is in controlled release (CR) for a select number of customers.

Customers who have been using CXone Agent for Microsoft Teams in CR will notice these features in the Spring 2023 release:

CXone Agent Integrated

CXone Agent Integrated is the new browser extension agent application native to CXone. It enables agents to handle voice, chat, email, SMS, and digital interactions on one screen. This unified interface is responsive and customizable. CXone Agent Integrated also offers robust CRM integration; relevant customer data from your CRM appears inside the agent application.

This new agent application supports integration with these CRMs:

  • Microsoft Dynamics
  • ServiceNow
  • Zendesk

CXone Agent Integrated will be generally available later in the Spring release cycle, in March 2023. Currently, it is in controlled release (CR) for a select number of customers.

Customers who have been using CXone Agent Integrated in CR will notice these features in the Spring 2023 release:

Adapters

Previously in controlled release, Adapters is now generally available. Adapters includes: 

  • Presence Sync—Allows you to sync agent states between the ACD app and these supported partner applications: Microsoft Teams and RingCentral. 

Regional availability and other limitations apply. Contact your Contact Center Account Representative to find out if you can benefit from one or both of these Adapters applications.

If you used either Presence Sync or Advanced Directory Sync for Microsoft Teams in controlled release, you will notice these new features:

Customer Request ✖ UI Change ✓ Availability On toggle

ACD

Tag, Location, and Station Profile Page Improvements

Tag, Location, and Station Profile pages will have a new look and feel, but their basic functionality won't change. The updated pages will look more like the pages in the Admin application. The benefits of the updates include:

  • Reduced loading time.
  • Increased security.
  • A more modern page design.
  • Better ability to make significant UI and customer experience improvements.

Customer Request ✖ UI Change ✓ Availability On toggle

Contact Delivery Mode Setting Available by Default

New tenants will have the Delivery Mode setting available for their ACD users and teams by default. This setting lets you specify whether a team or ACD user can handle one or multiple contacts at once. The new default will let new tenant administrators specify delivery modes on a per-team or per-agent basis without  changing business unit settings in their tenant.

Existing tenants will keep their current contact handling settings. If you want to enable the Delivery Mode setting for your existing tenant, contact your Contact Center Account Representative.

Customer Request ✖ UI Change ✖ Availability On deploy

Bullseye Routing Support in APIs

Some APIs will contain bullseye routing fields. This will enable you to view certain metrics and generate reports for bullseye routing.

This update is described in more detail in the API section of this page.

Customer Request ✓
 UI Change ✖ Availability On deploy

Faster Return to Routing After Failover

Currently, Contact Center reloads all agent data following a failover before routing resumes. With this release, Contact Center will first load a minimal amount of agent data after a failover. This will allow routing to resume quickly and your agents to continue working sooner. Contact Center will continue to reload all remaining agent data while routing occurs.

Customer Request ✓ UI Change ✖ Availability On deploy

Admin

Improved Way to Set Agent Availability in WEM Skills

Improvements to marking agent availability will minimize user entry errors. You will set when an agent is available rather than unavailable.

User experience will improve as you focus on available time rather than unavailable.

Customer Request ✖ UI Change ✓ Availability On toggle

Support for Mapping Out-of-the-Box (OOTB) ACD Events in WEM Skills

With this enhancement, you will be able to map multiple agent states back to multiple activities. This will result in more accurate adherence scores.

The mappings will be automatically updated once deployed.

Customer Request ✓ UI Change ✖ Availability On toggle

Search by Username on Employees Page

Currently, you can only search by first name and last name on the Employees page. With this release, you will be able to search by usernames as well. This will allow you to find your employees' accounts more efficiently.

Customer Request ✓ UI Change ✖ Availability On toggle

New Permissions for BI Reports

Nine new BI reports will be added in this release. To use these reports, you will need to enable the following permissions in Admin > Security Settings > Roles and Permissions > Permissions > Reporting:

  • All reports—General BI Permissions > Report Viewer
  • Analytics Metric Comparison report (IA)—BI Reports > Analytics Metric Comparison
  • Analytics Metric Trend report (IA)—BI Reports > Analytics Metric Trend
  • Agent Skill Assignment—BI Reports > Agent Skill Assignment
  • Bot Builder Billing—BI Reports > Bot Builder Billing
  • Contact States by Interval—BI Reports > Contact States by Interval
  • Callback Detail—BI Reports > Callback Detail
  • Digital Agent Contact Performance—BI Reports > Digital Agent Contact Performance
  • Intraday report (WFM)—BI Reports > Intraday Report
  • Skill Proficiency—BI Reports > Skill Proficiency

These reports are described in more detail in the Reporting section of this page.

Customer Request ✖ UI Change ✓ Availability On toggle

Agent Assist Hub

Google Contact Center AI SmartReply

Support will be added for the Google Contact Center AI (CCAI) SmartReply feature. SmartReply allows CCAI agent assist applications to suggest appropriate and relevant responses to agents in real time throughout the conversation. SmartReply responses will need to be set up and trained based on conversation data from your contact center. Suggestions from SmartReply will appear in the agent assist panel in the agent application. This feature will save agents the time of thinking of an appropriate response, so they can respond more quickly to contacts.

Customer Request ✓ UI Change ✓ Availability On deploy

Google Contact Center AI Confidence Scores

Google Contact Center AI will display confidence scores with the suggested articles it shows to agents. This will help agents to better determine how relevant the suggestions are to the current conversation.

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.

These updates are described in more detail in the Studio section of this page.

Customer Request ✖ UI Change ✓ Availability On deploy

Agent for Salesforce

See the Agent for Salesforce release history for a list of previous versions. The following features are included in version 23.0 and are planned for release in late March 2023.

Schedule Visibility Improvement for Dual WFM Integrations

If IEX WFM and Workforce Management are enabled and the agent has permissions to both, agents will be able to see their schedules from both applications in Agent for Salesforce Lightning. This will allow agents to see their schedules without navigating away from the agent application.

Customer Request ✓
 UI Change ✖ Availability On deploy

Manual Selection for Name and Relates To Fields

When this setting is enabled in Agent for Salesforce Lightning, it will require agents to manually select values for the Name and Relates To fields. This will allow the agent to specify the input for these fields instead of limiting it to the automated value.

Customer Request ✓
 UI Change ✖ Availability On deploy

Restricting Directory History

When this setting is enabled in Agent for Salesforce Lightning, agents will not be able to call or transfer to numbers listed in the directory history. This will reduce the possibility that the agent incorrectly transfers the contact.

Customer Request ✓
 UI Change ✖ Availability On deploy

Transfer Salesforce Objects with Calls

When a call in Agent for Salesforce Lightning is transferred to another agent, the Name and Relates To field values will be transferred to the receiving agent along with it. This will allow agents to be more efficient in handling transferred calls.

Customer Request ✓
 UI Change ✖ Availability On deploy

Dutch (Netherlands) Language Support

Dutch (Netherlands) will be supported in Agent for Salesforce Lightning.

Customer Request ✓
 UI Change ✖ Availability On deploy

Agent for Service Cloud Voice

The following features are planned for release in late March 2023.

Single Sign-On Capability

Single sign-on will be available for Agent for Service Cloud Voice and Salesforce. This will ease the login process for users.

Customer Request ✖ UI Change ✖ Availability On deploy

Omni-Flow Support

Salesforce Omni-Flows will be supported. Users will have the capability to set up screen pops, data memorialization, and supervisor support using Omni-Flows.

Customer Request ✖ UI Change ✖ Availability On deploy

Launch Indicators

When you enable launch indicators using Studio scripting, agents will be able to see them.

Customer Request ✖ UI Change ✖ Availability On deploy

Omni-Supervisor Additions

Supervisors will be able to use listen-in and barge-in capabilities.

Customer Request ✖ UI Change ✖ Availability On deploy

API

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

Bullseye Routing Support in APIs

Some APIs will contain bullseye routing fields. This will enable you to view certain metrics and generate reports for bullseye routing. Bullseye routing fields will be added to the following APIs: 

  • Reporting APIs
    • /contacts
    • /contacts/{contactId}
    • /contacts/completed
  • Real-Time Data APIs
    • /contacts/states

Customer Request ✓ UI Change ✖ Availability On deploy

Reporting API Version 27

You will be able to use a new Reporting API version. This version includes updates to the following endpoints:

  • /agents/{agentId}/performance
  • /agents/{agentId}/login-history
  • /agents/states
  • /agents/state-history
  • /agents/{agentId}state-history
  • /contacts
  • /contacts/{contactId}
  • /contacts/completed
  • /contacts/states

Full details are available on the developer portal.

Customer Request ✖ UI Change ✖ Availability On deploy

Bot Builder

Skill Store

A new section of Bot Builder called Marketplace will allow you to discover bot skills that other users have published and add them to your own bot. Each bot user will also be able to publish bot skills to Marketplace with the approval of an administrator.

Customer Request ✖
 UI Change ✓ Availability On toggle

CXone AppLink

CXone AppLink is not applicable to Engage QM Integrated solutions.

CXone AppLink License for Side-by-Side Recording Available in the Tenant Management Application

A new CXone AppLink license is available for side-by-side recording to use voice and screen recordings from both NICE Engage recording and CXone recording. The recordings can be used in the Quality Management, Interaction Analytics and Interactions applications. See Manage Tenants.

Customer Request ✓ UI Change ✓ Availability On toggle

Support for NICE Engage Multiple Data Center Environments

You can deploy CXone AppLink for NICE Engage Multiple Data Center (MDC) environments. See CXone AppLink.

Customer Request ✓ UI Change ✖ Availability On deploy

Support for NICE Engage with SQL Always On

CXone AppLink supports NICE Engage with SQL Always On for on-prem and cloud deployments. See CXone AppLink.

Customer Request ✓ UI Change ✖ Availability On deploy

New Fields in the Interactions Application

CXone AppLink users can see in the Interactions application if the source of the data is from NICE Engage. The new column headers that CXone AppLink users can see are:

  • Source
  • External Segment ID
  • External Contact ID

These fields are searchable in the Interactions applications.

See Interactions: Search and Playback.

Customer Request ✓ UI Change ✓ Availability On toggle

CXone Attendant

Search for DIDs by POC Name

You can now search for provisioned DIDs by number or point of contact (POC) when assigning DID numbers to CXone Attendant. Previously, the DID drop-down list only allowed searching by POC number. This feature provides an improved search experience when assigning DIDs to users.

Customer Request ✓ UI Change ✓ Availability On deploy

Sort and Filter Enhancements on Messages Tab

You will be able to sort and filter many columns in the Messages tab, including Status, Created Date, From, and Contact ID. Currently, the Messages tab provides limited sorting and filtering capability. This enhancement will make it easier to manage a larger list of voicemails. This will also allow you to perform a global search through the columns to easily find the records you are looking for.

Customer Request ✓ UI Change ✓ Availability On deploy

Delete Voicemail Messages

Previously, voicemail messages could not be completely deleted. This caused performance issues for customers with very high voicemail volumes. With this release, voicemail messages can now be completely deleted according to a time frame you set. The Voicemail Retention setting is located on the CXone Attendant tab of your tenant.

Customer Request ✓ UI Change ✖ Availability On deploy

CXone Recording

Interactions Enhancements

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

See Interactions: Search and Playback.

Customer Request ✓ UI Change ✓ Availability On toggle

Recording Enhancements

  • You can configure after-call work (ACW) time for up to 45 minutes (2700 seconds). See ⦁ Recording Policies.
  • Enhanced recording support allows business data to be attached to all relevant segments in a call.
  • Improved recording alert messages provide specific and more detailed information about the errors. See ⦁ What Can You See in the Search Results?.

Customer Request ✓ UI Change ✓ Availability On toggle

Player Enhancements

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

See View and Play Interactions.

Customer Request ✓ UI Change ✓ Availability On toggle

ScreenAgent Enhancements

  • ScreenAgent can record a single call for up to 3 hours (+45 minutes ACW) before it automatically disconnects. See FAQs for ScreenAgent.
  • ScreenAgent is installed with a digital signature.

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

Workforce Management

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

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

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. For example, you could use this Studio action to send contacts a greeting message.
  • 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 Studio actions will be available later in the Spring 2023 release cycle.

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

  • 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. The variables you create appear in quick response options in the agent console. Agents can fill in those variables before sending a quick response to a contact.

Customer Request ✖ UI Change ✓ Availability On toggle

  • 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 toggle

  • 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 toggle

  • 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 toggle

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

Quick Replies Available in Rich Message Settings

Quick replies (now quick responses) were previously supported for use in APIs and with bots in WhatsApp and Apple Messages for Business channels. With this release, you can configure quick responses in Rich Message Settings for WhatsApp, Apple Messages for Business, and Facebook Messenger.

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

Change Default Language for Transcriptions

You can specify the default language for interaction transcriptions. This is helpful if your call center mostly uses a language other than English. You can only select one language as the default. The default is set to English if no language is selected. Ask your Contact Center Account Representative to help you take advantage of this new feature.

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

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 toggle

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

Priority Blending with Omnichannel Session Handling (OSH)

You can now activate priority blending within an OSH environment.

Customer Request ✖ UI Change ✖ Availability On toggle

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

Contact Center 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

  • Master Contact column — A column with contacts' unique ID numbers has been added to all QM reports.

Customer Request ✖ UI Change ✓ Availability On deploy

  • Recorded Interaction Date option added to Time Period filter — Previously, the Time Period filter in QM reports only applied to evaluation date. With this release, it is 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 is 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 can 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 has been added to the ⦁ Evaluator Analysis report. This category shows the number of interactions the evaluator requested a replacement for.

Customer Request ✓ UI Change ✓ Availability On deploy

  • Question and Answer filters — You can now filter by Question and Answer in the  Evaluation Question and Answer Analysis report. The options for these filters depend on the form and form version you select.

Customer Request ✓ UI Change ✓ Availability On deploy

  • Evaluation Status filter and column — You can now filter by Evaluation Status, such as Completed, Expired, and New, in the Evaluation Details report. This data appears in the report in the Evaluation Status column.

Customer Request ✓ UI Change ✓ Availability On deploy

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

Reporting and Dashboards

API Version 27

You can use a new Reporting API version. This version includes updates to the following endpoints:

  • /agents/{agentId}/performance
  • /agents/{agentId}/login-history
  • /agents/states
  • /agents/state-history
  • /agents/{agentId}state-history

Full details are available on the developer portal.

Customer Request ✖ UI Change ✖ Availability On deploy

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 Tab in Contact Center Billing Report

The Bot Builder tab in the CXone Billing report shows Bot Builder usage data. It shows 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

  • Master Contact column — A column with contacts' unique ID numbers has been added to 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

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

  • Question and Answer filters — You can now filter by Question and Answer in the  Evaluation Question and Answer Analysis report. The options for these filters depend on the Form and Form Version you select.

Customer Request ✓ UI Change ✓ Availability On deploy

  • Evaluation Status filter and column — You can now filter by Evaluation Status, such as Completed, Expired, and New, in the Evaluation Details report. This data appears in the report in the Evaluation Status column.

Customer Request ✓ UI Change ✓ Availability On deploy

New WFM Intraday 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

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

Updates to Contact History Report Filters

While applying filters to the Contact History report, you can:

  • View Team ID numbers after the team name.
  • Search for teams.
  • Exclude inactive agents, skills, and teams.

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 has been updated to support Amelia version 5.6.3. You can download the release notes for this version of Amelia in PDF format.

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

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.

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:

  • The Frequency value will be set to Minute.
  • The Every value will be set to .01.

Customer Request ✖ UI Change ✖ Availability On deploy

Release Adjustments

These features are adjustments to those previously announced.

Changed Features

Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.

Reporting and Dashboards

API Version 27

This feature was previously announced as a new API version including updates to the following endpoints:

  • /agents/{agentId}/performance
  • /agents/{agentId}/login-history
  • /agents/states
  • /agents/state-history
  • /agents/{agentId}state-history
  • /contacts
  • /contacts/{contactId}
  • /contacts/completed
  • /contacts/states

Instead, it now includes updates to only these endpoints:

  • /agents/{agentId}/performance
  • /agents/{agentId}/login-history
  • /agents/states
  • /agents/state-history
  • /agents/{agentId}state-history

Full details are available on the developer portal.

Quality Management BI Report Enhancements

  • Replaced category — This feature was previously announced as a new category added to the Evaluation Analysis report that would show the number of evaluations where the evaluator was replaced. Instead, it is a category added to the Evaluator Analysis report that shows the number of interactions the evaluator requested a replacement for.

Features to Be Released at a Later Date

Each item includes a description of the feature as it was previously published on the Coming Soon page. These features will not be a part of the Spring 2023 release.

Agent for Service Cloud Voice

Real-Time Transcription Support

Real-time transcription will be available. Transcription will be dependent on the use of APIs. If you have questions regarding transcription set up, contact your Contact Center Account Representative.

Workforce Management

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.

Reporting and Dashboards

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.

Features Added to This Release

To see the following features in detail, select the product in the filter on the right.

New Applications

Adapters

Quality Management

BI Report Enhancements

Evaluation Status Filter and Column

Reporting and Dashboards

Quality Management BI Report Enhancements

Evaluation Status Filter and Column

Cumulative Update Features

Cumulative Update 5

MAX

Accessibility Enhancement

When the MAX setting ADA Screen Reader is turned on, and your contact center uses Omnichannel Session Handling, focus now moves automatically to the Accept/Reject window when a new interaction is offered to the agent. This makes it easier for these agents to respond to contacts more easily and quickly. This feature was released in Cumulative Update 5.

Customer Request ✓ UI Change ✓ Availability On toggle

Spring 2023 Cumulative Update 2

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

ACD

  • Some environments encountered slow response times while opening ACD skill profiles in CXone.
  • The business unit Audit History tab showed that changes were made by Admin_do_not_use when the ID of the user who made the change was unavailable. It now shows the user as Not Applicable. 
  • Some environments received a platform error when trying to add a disposition to an ACD skill.

CXone Attendant

CXone Attendant sometimes showed empty voicemail messages with no create date, source, or contact ID.

Digital First Omnichannel

  • When an administrator edited channel permissions, the text corresponding to the checkboxes was missing.
  • The Agent Contact Duration reports sometimes showed missing or incorrect times for Handle Time, Active Time, and Inactive Time. 

IEX WFM Integrated

Reported contact counts were inaccurate when emails and a call were handled at the same time.

MAX

  • Agents who manually entered a number and pressed Enter twice no longer had their calls dialed automatically. 
  • When an inbound email was initiated with a Studio PopUrl action, the email page opened in a new external browser window. 

Personal Connection

The downloaded list of prospective contacts showed the Modified Date for a change but didn't reflect the actual change. 

Reporting

Attempting to sort a custom report template by point of contact name failed to save. It produced no error message.

Studio

  • Scripts using a LineType variable showed misclassified lines in the trace data. Landlines were sometimes called wireless and vice versa.
  • When a marquee was set up for MAX using the Messages action, and both the duration and expire time were set, the marquee didn't appear in MAX. 
  • The ContactTakeover action sometimes ended the wrong contacts. 

Minor Feature Release - April 2023

Removed Applications and Features

Web Intercept Version Management Tabs Removed

The tabs for accessing drafts, working copies, and published versions have been removed. This makes it easier to manage different versions of web intercept surveys. It also creates a more consistent experience for managing working copies and published copies across distribution methods.
This update has already been released.

Customer Request ✖ UI Change ✓ Availability On deploy

Bot Builder

New Rich Message Types

You will be able to set up your bot to send list pickers and rich links in messages. These new rich message types will be available for the following channels:

  • Apple Messages for Business
  • DFO Chat
  • Facebook Messenger
  • Google Business Messaging
  • WhatsApp

Customer Request ✖ UI Change ✓ Availability On deploy

System Slots

Bot Builder will include more ready-to-use slots. Some will be used for contact data and others for customer data. These will replace the existing Customer ID slot.

The contact slot will be used for information about the interaction, such as the channel used. The customer slot will be used for information about the person on the other end of the interaction, such as their name.

These slots will make it easier to have complete integrations with DFO and CXone APIs.

Customer Request ✖ UI Change ✓ Availability On deploy

Slot Variable Suggestions

Bot Builder will show available variable suggestions after you type an opening bracket { in a dialogue.

Customer Request ✖ UI Change ✓ Availability On deploy

Duplicate Dialogues

You will be able to duplicate an existing dialogue to use as a starting point for a new dialogue. This will speed up dialogue creation if you need a similar conversation flow.

Customer Request ✖ UI Change ✓ Availability On deploy

Show/Hide Dialogues

You will be able to hide an existing dialogue 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 dialogue while it is hidden. You will be able to show the dialogue again when it's ready.

Customer Request ✖ UI Change ✓ Availability On deploy

CXone Supervisor

Skills View—Bulk Actions

In the Skills view, supervisors will be able to:

  • Assign or unassign a skill to multiple agents.
  • Activate or deactivate a skill for multiple agents.

Bulk actions are advanced features and will be available for free for a limited time.

Customer Request ✓ UI Change ✓ Availability On toggle

Agent View Enhancements

In the Agents view, supervisors will be able to:

  • Filter the skills list by categories—Assigned all, Assigned active, Assigned inactive, and Unassigned.
  • Activate or deactivate skills for an agent.
  • Search any skills within the assigned categories.
  • Auto-save the changes.

Customer Request ✖ UI Change ✓ Availability On deploy

Data Streams

Visibility of Data Streams Page Restricted

Currently, the Data Streams page is visible to everyone. Starting this release, Data Streams must be enabled for your CXone tenant for you to use it. Additionally, you will need to enable Data Streams permissions for the roles that you want to be able to view and access the page. This change will improve CXone security by preventing unauthorized changes to Data Streams destinations.

Customer Request ✓ UI Change ✓ Availability On deploy

Digital First Omnichannel

Enhancements to DFO Quick Responses

Updates to quick responses originally planned for the Spring 2023 release will be included in the April minor release.

  • 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.

Customer Request ✖ UI Change ✓ Availability On toggle

  • 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.

Customer Request ✖ UI Change ✓ Availability On toggle

Feedback Management

These features are part of Feedback Management R41, which begins deployment on 1 April 2023.

Rolling Interval Support for Trend Charts

Rolling, or moving, calculations smooth out short-term fluctuations in data to help you identify overall trends and patterns. Rolling calculations don't change how the calculations are made. Instead, it changes the time period represented by each plotted data point. Each data point is the average of all data for the past few days. This makes it easier to see a gradual incline or decline in your numbers.

In this release, the following charts will support rolling calculations:

  • Average Scores
  • Net Promoter Score
  • Top Bottom Box
  • Custom Metric

Customer Request ✓ UI Change ✓ Availability On deploy

Banner Logo Support

You will be able to add a banner logo in modern survey themes. This will let you provide a branded survey experience for greater impact. A banner logo fills the width of the survey window while maintaining its original proportions, so the image won't become distorted when viewed from different devices.

This update will not impact logos that appear in your current live surveys.

Customer Request ✓
 UI Change ✖ Availability On deploy

Default Answer Background Color Override

When you select a new text color for your survey answers, the default background color changes to a matching color that contrasts the selected text color. In this release, you will be able to override the default background color.

Customer Request ✓ UI Change ✓ Availability On deploy

Improved Survey Navigation

The previous and next arrow buttons in surveys will be more visible. This will make it easier for people taking surveys to review and change their previous responses.

Customer Request ✓
 UI Change ✖ Availability On deploy

Better Desktop Display for Web Intercept

When you display a web intercept on a desktop, the minimum height will be greater. This will make it easier to read and complete the survey.

Customer Request ✓
 UI Change ✖ Availability On deploy

Improved Administration Pages

Some of the administration pages will match the structure and style of the CXone user interface. This will make them more secure and easier to use. These pages will also move to Admin > Advanced Admin in the Feedback Management navigation pane.

The improved administration pages are:

  • Access History
  • Change History—This will go out in a service pack shortly after the April 2023 minor release.
  • Impersonation History
  • Preference Settings

Failed Jobs Tab on Scheduled Jobs Page

A Failed Jobs tab on the Scheduled Jobs page will make it easier to locate and troubleshoot failed jobs.

Customer Request ✓ UI Change ✓ Availability On deploy

Marathi and Kannada Language Support

Feedback Management will include support for the Marathi and Kannada languages. This will enable respondents to take surveys in these languages.

Customer Request ✓ UI Change ✓ Availability On deploy

IVR Survey Comment Technology Upgrade

Feedback Management currently uses Nexidia speech-to-text (STT) to transcribe IVR survey comments. This release will include updates so ElevateAI can replace Nexidia STT. ElevateAI improves accuracy for English and Spanish recordings.

If you currently use Nexidia STT for IVR survey comments, you will be able to upgrade to ElevateAI sometime after the release. The upgrade will not disrupt your system.

Customer Request ✖ UI Change ✖ Availability On deploy

Tokens in Grid Questions

Survey authors will be able to include tokens in grid row questions. They will do this by using HTML tags in either the Survey Build or the Manage Translations page. This will help to personalize questions with contact field values or customize questions based on responses to previous questions.

Customer Request ✓ UI Change ✓ Availability On deploy

Version Management Improvements for Web Intercept

The tabs for accessing drafts, working copies, and published versions have been removed. This makes it easier to manage different versions of web intercept surveys. It also creates a more consistent experience for managing working copies and published copies across distribution methods.

Customer Request ✖ UI Change ✓ Availability On deploy

MAX

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

Hide Caller Phone Number

When this setting is enabled in permissions, the contact's caller ID or ANI will show as Restricted for the agent in MAX. This will allow for caller's contact details to be confidential when needed.

Customer Request ✖ UI Change ✓ Availability On toggle

MAX

Integration Version 3.0 - Standardized Communication with Bots

A new integration version will be released for all virtual agent providers that CXone supports. The new integration version will provide a standardized method of communicating with virtual agent bots via scripts. This will make it possible for Studio script writers to create scripts that can be used with any virtual agent provider.

You will be able to upgrade to version 3.0 at your convenience.

Customer Request ✖ UI Change ✓ Availability On deploy

Reporting and Dashboards

Business Intelligence (BI) Reports

Audit Report Enhancement—Auditing Skills

The following actions for skills will be added to the Activity Audit report:

  • Assign skill.
  • Unassign skill.
  • Edit skill (activated, deactivated, proficiency changed).

Customer Request ✖ UI Change ✓ Availability On toggle

Virtual Agent Hub

Integration Version 3.0 - Standardized Communication with Bots

A new integration version will be released for all virtual agent providers that CXonesupports. The new integration version will provide a standardized method of communicating with virtual agent bots via scripts. This will make it possible for Studio script writers to create scripts that can be used with any virtual agent provider.

You will be able to upgrade to version 3.0 at your convenience.

Customer Request ✖ UI Change ✓ Availability On deploy

Spring 2023 Cumulative Update 3

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

ACD

  • Some environments encountered slow response times while opening ACD skill profiles in CXone
  • The business unit Audit History tab showed that changes were made by Admin_do_not_use when the ID of the user who made the change was unavailable. It now shows the user as Not Applicable. 
  • Some environments received a platform error when trying to add a disposition to an ACD skill.

CXone Attendant

CXone Attendant sometimes showed empty voicemail messages with no create date, source, or contact ID. 

Digital First Omnichannel

The Agent Contact Duration reports sometimes showed missing or incorrect times for Handle Time, Active Time, and Inactive Time.

IEX WFM Integrated

Reported contact counts were inaccurate when emails and a call were handled at the same time.

MAX

  • Agents who manually entered a number and pressed Enter twice no longer had their calls dialed automatically. 
  • When an inbound email was initiated with a Studio PopUrl action, the email page opened in a new external browser window. 

Personal Connection

  • The downloaded list of attempts would sometimes include data from other business units.
  • Clicking Play Message in ACD Skills > <OBSkill> > Parameters > Answering Machine Detection Options sometimes produced a "file does not exist" error message, even if the file was valid.

Platform

Users were being logged out of CXone after 15 minutes, no matter what the timeout setting was.

Reporting

Attempting to sort a custom report template by point of contact name failed to save. It produced no error message. 

Studio

  • Scripts using a LineType variable showed misclassified lines in the trace data. Landlines were sometimes called wireless and vice versa.
  • When a marquee was set up for MAX using the Messages action, and both the duration and expire time were set, the marquee didn't appear in MAX.
  • The ContactTakeover action sometimes ended the wrong contacts

Spring 2023 Cumulative Update 4

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

New Feature

Enhancements to DFO quick replies have been released with this cumulative update. For details, see Cumulative Update Features on the Spring 2023 Release Notes page.

ACD

  • Rarely, a disconnected contact would route to an agent. 
  • In certain environments, a daylight savings time change caused a "Contact already routed" error to occur every hour. 

API

  • Calling the services/v26.0/interactions/{contactId}/signal? API using an invalid contact ID produced a 500 error instead of a 404 error. 
  • The v18.0/contacts/states API returned both active and completed contacts, which increased the value of totalRecords. 
  • When the state field was updated using the v24 or v25 PUT /Agents API, the address field updated but the state field did not. 
  • GET /agents/<agentID> and PUT /agents were returning different values for the terminationDate.

MAX

  • Some agents were being logged in and out automatically after they had already logged out and were no longer working. 
  • When an inbound email was initiated with a Studio PopUrl action, the email page opened in a new external browser window.

Partner Tools

Erasers requested through the GDPR request page retained some interaction data.

Personal Connection

  • The downloaded list of attempts would show duplicate rows with different agent IDs.
  • The downloaded list of prospective contacts showed the Modified Date for a change but didn't reflect the actual change.

Platform

  • When a user account contained Japanese characters in the First Name or Last Name, edits to the employee profile didn't sync with the ACD user profile. 
  • For some environments, visiting the legacy dashboard feature in Reporting, logging out and logging back in resulted in all icons disappearing from the left navigation pane.

Reporting

The outbound store Contact Detail report didn't show data in the Disposition column. 

Studio

Attempting to save scripts that contained the Set Transport Code action resulted in an error message.

Supervisor

Supervisor didn't always show the correct agent state. This could make it look like queued interactions weren't routing to available agents.

Spring 2023 Cumulative Update 5

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

New Feature

An improvement to MAX accessibility has been released with this cumulative update. For details, see Cumulative Update Features on the Spring 2023 Release Notes page.

ACD

  • Clicking Station Profiles in the navigation pane produced an error.
  • Users experienced long delays when saving updates to skill assignments in both ACD Skills and Users.
  • Some ACD User settings were updated by the CXone system during an upgrade.

IEX WFM

IEX WFM reported incorrect call volume numbers that were higher than they should have been.

Personal Connection

  • Agent-specific calls were sometimes not being routed to the correct agents.
  • With a predictive dialing ACD skill, an agent could add an unlimited number of calls to a conference. Overloaded conference calls resulted in cluster timeouts.

Studio

  • In Personal Connection skills where the script included the GetProspect action, the original agent was being returned instead of the prospect details.
  • The script history sometimes showed duplicate date and time entries.

Supervisor

Supervisor didn't always show the correct agent state. This could make it look like queued interactions weren't routing to available agents.

Spring 2023 Cumulative Update 6

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

ACD

  • When an agent was forced to disconnect, the end reason was "Not Applicable".
  • Opening ACD > ACD Configuration > Business Units sometimes produced an error.

IEX WFM

Intervals would sometimes go missing in CXone WFM products, including IEX WFM. 

MAX

The new Hide Caller Phone Number permission didn't work correctly; with it enabled, agents were still able to see the caller ID of their contacts. 

Media Server

The media server sometimes returned a "No connection to media server" error during conference calls that were being recorded.

Personal Connection

When users uploaded a calling list with their browser language set to German, the batch expiration time changed from PM to AM. 

Archive
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