Release Notes > Contact Center
Release Notes

RingCentral Contact Center

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Contact Center.
Release Date: Spring 2022

Coming Soon in Spring 2022 

Global Changes

Unicode Character Support for User Input
 
CXone will fully support user input in any Unicode character set, including Japanese characters. This will include applications and features such as Studio, WFI, DB Connector, and Workflow Data. Users will be able to enter text into fields, file names, prompts, and so on, using characters from any Unicode character set. This will improve user experience, allowing users to enter text in the language they're most comfortable using.
Customer Request UI Change X Future Enablement X

ACD

Skill Name Enhancement
 
You will be able include a colon (:) in a skill name. This change will be effective for skills created:
  • In the ACD application
  • By using bulk upload
  • By using APIs
This enhancement will provide an additional option if you need to distinguish between multiple skills.
Customer Request UI Change Future Enablement X

Admin

Updated Permissions for Business Unit Tabs
 
New or enhanced permissions will be added for the following ACD business unit tabs:
  • Usage—New permission: Business Unit Usage
  • Federated Identity—Enhanced permission: Login Authenticator
  • OpenID Connect—Enhanced permission: Login Authenticator
  • CXone Attendant—New permission: Business Unit CXone Attendant
The new permissions will give you more granular control of your users' access. These changes may affect your users' current access. If they do, you will need to edit your current permissions. These updates will close loopholes in the security model in these tabs.
Customer Request UI Change Future Enablement

API

Updated Digital First Omnichannel API
 
The Digital First Omnichannel API will be updated. For more information, select Digital First Omnichannel in the filter on the right.
Customer Request X UI Change X Future Enablement
Updated Studio API
 
The Studio API will be updated. For more information, select Studio in the filter on the right.
Customer Request UI Change X Future Enablement
Updated WFM API
 
The WFM API will be updated.
Customer Request X UI Change X Future Enablement

Cloud Storage Services

File Retrieval Request Cancellation
 
You will be able to cancel file retrievals requests that are submitted by mistake. You will also be able to view and confirm the number and sizes of files before submitting the file retrieval request.
Customer Request X UI Change Future Enablement

CXone Attendant

FedRAMP Support
 
CXone Attendant will support FedRAMP at the moderate impact level.
Customer Request X UI Change X Future Enablement
Audit Logging Capabilities
 
CXone Attendant will log any changes made in the application (Applications > CXone Attendant). This audit logging data will be accessible through APIs and will include changes to fields and other actions taken. Changes made while impersonating another user in CXone Attendant will also be logged. Audit logging data will be kept indefinitely.
Customer Request X UI Change X Future Enablement

CXone Expert

Review Manager
 
You will be able to create workflows to publish new content. For example, you could create the following workflow:
  1. The writer updates content and submits it to a specified group or user to review.
  2. The reviewer submits the review with feedback to the writer.
  3. The writer edits the new content and submits it to the reviewer again for final approval.
  4. Once approved, the new content is published.
This feature will enable you to manage content updates and approvals directly in CXone Expert instead of using email or messaging.
Customer Request UI Change Future Enablement

Feedback Management

Partial Response Processing
 
You will be able to submit responses from incomplete surveys for processing after a timeout period passes. This will enable you to include valuable responses in your collected data that wouldn't have been processed or appeared in reports otherwise. It differs from the existing partial response reporting feature because the application will process the responses as if they came from completed surveys. Processing includes:
  • Translation, if you purchased that feature
  • Automated text analytics, if you purchased that feature
  • Alerts
  • Reporting
Partial response processing will be available for email, IVR, SMS conversational, SMS to Web, and WhatsApp to Web. It will not be available for internet popup, slider, or link. IVR partial responses will process immediately after the call without waiting for a timeout period.
Customer Request ✓  UI Change X Future Enablement X
Response Rate Chart Label Improvements
 
Labels in the Response Rate chart will change for clarity. This will make it easier to read, especially when you process partial responses.
 
The following table headings will change:
  • Total Count of Complete will become Total Submitted Responses.
  • Count of No Response will become Count of Not Started.
  • Count of Started and Unsubmitted will become Count of Abandoned.
The following mouseovers will change: 
  • (Completed + Incomplete) will become (Submitted + Abandoned).
  • Completed will become Submitted.
  • Incomplete will become Abandoned.
Customer Request X UI Change Future Enablement X
Improved Admin Pages
 
The following admin pages will be enhanced:
  • Submit Schedule Jobs page improvements will make it easier to submit an on-demand job and to schedule recurring jobs.
  • System Settings page improvements will make it easier to find, understand, and update your application settings. Settings will be organized by function type. Some options will be renamed for clarity.
  • A redesign of the Login History page will make it easier to filter and review user logins.
Customer Request X UI Change X Future Enablement X
Security Improvements (FedRAMP)
 
Feedback Management will be included in the NICE CXone FedRAMP environment. As part of the effort to meet the rigorous FedRAMP controls, security will be enhanced for all clients.
Customer Request X UI Change Future Enablement X
Support for NICE CXone Interaction ID
 
If you post-process your survey data, you will be able to use the CXone interaction ID to link operational data from the CXone interaction. For example, you could link call hold times with customer survey results from Feedback Management. The interaction ID will appear in the following areas:
  • The Invitations and Responses page, including as an exportable column.
  • The Feedback API will provide the Interaction ID in response to the GET request. You will not be able to filter in the API by interaction ID.
Customer Request UI Change Future Enablement X
Improved Flexibility in Hierarchy Functionality
 
Defining data access to multiple hierarchies and hierarchy levels will be more flexible. Currently, you define hierarchy access conditions with the "AND" operator. For example, you can give a supervisor access to records that are assigned to both Team 1 AND Region A.​​ In this release, you will use an "OR" operator instead. For example: ​​
  • A supervisor could review surveys for calls with their staff or themselves (Team 1 OR Agent A). ​
  • Agent scores could be assigned up through multiple departments (Team 1 OR Team 2 OR Team 3).
Customer Request   UI Change Future Enablement
API For Real-Time Outcast
 
Currently, you can use the API to invite contacts in real time to give feedback through SMS and IVR surveys.​​
In this release, you will also be able to invite contacts to give feedback in real time through the internet, with invitations sent by email or SMS.
Customer Request   UI Change X Future Enablement X

Interaction Analytics

Support for Brazilian Portuguese
Users will be able to analyze Brazilian Portuguese interactions in addition to English and Spanish interactions. Separate datasets can be created for each of these languages; that is, one language per dataset.
 
When you add Brazilian Portuguese analysis to Interaction Analytics, a drop-down for language will be available for dataset creation and for category and workspace templates. To support Brazilian Portuguese datasets, you will be able to create custom categories, sentiments, and entities. Selected widgets and filtering capabilities will also support Brazilian Portuguese. The Interaction Analytics user interface remains in English only.
 
Each language in addition to English is a purchasable add-on. Ask your CXone Account Representative for more information.
Customer Request X UI Change X Future Enablement
Sorting Improvements for Interactions and Dataset Views
 
Sorting of columns will persist when a user views:
  • Datasets
  • Interactions from the Interactions Widget
  • Interactions by drilling down from other widgets.
In other words, columns will appear as they did in the final sort order the user configured in their last session. This information will be stored in the browser cache for the user, so clearing cache will also clear these sorting preferences.
Customer Request   X UI Change Future Enablement
Annotation Usability Improvements
 
In the Annotation Selector, users will be able to see which top-level nodes have matching interactions and how many interactions there are. In addition, users will be able to click a specific annotation to jump directly to that annotation in the transcript. These enhancements will make it easier and faster for users to benefit from annotations.
Customer Request   X UI Change Future Enablement
Bar Chart Improvements
 
When users configure widgets as bar charts, they will be able to choose whether to view results in ascending or descending order. Bar charts will also support an increased limit of up to 25 lines.
Customer Request   UI Change Future Enablement

MAX

Launch MAX in a New Browser Tab
 
You will be able to specify whether MAX launches in a new browser tab instead of in a new window. The setting will be in the Details tab of the ACD Business Unit page. This will allow contact centers to choose which behavior they want to use.
Customer Request   UI Change Future Enablement
CC Details in Emails
 
When agents use the Reply All option, the email conversation history and reply header will include the string of CC details.
Customer Request   X UI Change Future Enablement

Media Services

Support for the Latest Platforms
 
NET 4.8 and Windows 2019 will be supported with this release.
Customer Request   X UI Change X Future Enablement

Performance Management

The following features are expected to be released in early March.
Real Time Alerts on Current Metrics
 
System alerts on current metrics will be immediate. This will allow for any needed adjustments to be made more quickly.
Customer Request   X UI Change X Future Enablement
Quick Rename of Tabs
 
You will be able to quickly rename modules and dashboards by clicking on the current name and entering a new name. This will save you time by requiring fewer clicks to rename tabs.
Customer Request   X UI Change X Future Enablement
XP Level Setup
 
You will be able to set up XP and Levels for Gamification within the Command Center. This will allow you to access all current Gamification settings in one place.
Customer Request   X UI Change X Future Enablement
Team Games Update
 
You will be able to have team versus team games. Games will allow one team to challenge another team based on performance metrics.
Customer Request   X UI Change X Future Enablement
Brazilian Portuguese Language Support
 
Performance Management will be supported in Brazilian Portuguese. This will enable more users to use Performance Management in their native language.
Customer Request   X UI Change X Future Enablement
Profile Template to Roles
 
You will be able to set up profile settings in Roles. This will allow you to save time by having all the settings in one place.
Customer Request   X UI Change X Future Enablement
Wallboard Summary Improvements
 
The wallboard summary will display all selected groups by automatically changing the page to display the next set of groups. This will ensure all groups will be visible on wallboard summary.
Customer Request   X UI Change X Future Enablement
Rewards Modal
 
Agents will get weekly notifications showing all the games or challenges they were not participating in for that week. This will allow agents the opportunity to see the games and challenges they missed out on, so that they can choose to participate in the future.
Customer Request   X UI Change X Future Enablement
Share Dashboards to User Attributes
 
You will be able to share dashboards with other users based on their assigned attributes. This will allow you to have a quick and easy way to share dashboards with a certain set of users.
Customer Request   X UI Change X Future Enablement

Personal Connection

Updates to PlaceCall Studio Action
 
The PlaceCall action will include Laydown functionality for automated handling of answering machine messages. This will improve answering machine detection (AMD) and accurate recording and delivery of messages.
Customer Request   X UI Change X Future Enablement X
New Studio Action: OnPreview
 
OnPreview will provide a trigger event for the scripted handling of Preview contacts with full Studio support. For more information, select Studio in the filter on the right.
Customer Request   X UI Change X Future Enablement X
Email Confirmation on API Calling List Uploads
 
If you use an API to upload a calling list, you will be able to receive an optional email confirmation when the upload is complete. For manual uploads, the email confirmation will remain mandatory.
Customer Request   X UI Change Future Enablement X
Restrict Caller ID Choices to Verified Entries
 
You will be able to restrict the caller ID values for the Override Caller ID setting so that only numbers from the verified caller ID table are available. This will ensure that your outbound calls are assigned to a verified caller ID value, which will receive full attestation using the SHAKEN protocol. To restrict the available values, you will need to contact your CXone Account Representative.
Customer Request   X UI Change Future Enablement
Alternative Calculation Option for Abandon Rate
 
You will be able to choose a more restrictive formula to calculate abandon rate. You should consult with your legal counsel to determine which formula is best for your situation to comply with the Telephone Consumer Protection Act (TCPA) in the United States.
Customer Request   X UI Change X Future Enablement X

Reporting and Dashboards

Reporting API Updates
 
Reporting APIs will be updated with new fields and more accurate time metrics.
Customer Request   X UI Change X Future Enablement X
Customizable SMTP Address
 
By default, CXone sends reports with the "noreply@niceincontact.com" email address. To avoid these emailed reports from getting blocked, you will be able to create a custom address that your system will not filter. For example, the Knickerbocker Contact Center could create a "noreply@knickerbocker.com" address.
Customer Request   X UI Change X Future Enablement

Studio

Studio API Endpoint Updated
 
The GET /scripts endpoint of the Studio API will be updated with two query parameters, scriptId and libraryId. This will restore the functionality that was available prior to version 21 of the endpoint.
Customer Request   UI Change X Future Enablement X
Enhanced Action: SendFile
 
The SendFile action will be able to use SFTP in addition to FTP. This will provide increased security for files sent using scripts.
Customer Request   UI Change X Future Enablement X
New Action: RecordAgentOnly
 
This new action will support recording only the agent side of a voice interaction. The action's properties allow script developers to set the value to True (record only the agent) or False (record both sides). This value will apply to all calls made using the associated skill and will persist through call transfers. Additional use cases are planned for future releases.
Customer Request   UI Change X Future Enablement X
Enhanced Action: ReqAgent
 
Two new properties will be added to this action and will support routing interactions based on agent proficiency. You will be able to specify a high proficiency value and a low proficiency value. CXone will then use this skill proficiency range along with priority, acceleration and other factors in routing the interaction. A new action, UpdateContact, will give you even more granular control over proficiency-based routing.
Customer Request   X UI Change Future Enablement X
New Action: UpdateContact
 
This new action will work together with the new properties in the ReqAgent action to route interactions based on agent proficiency. You will be able to use UpdateContact to change the high and low proficiency values, thus increasing the pool of available agents. This feature helps ensure interactions are handled in a timely manner by the most-qualified agent available.
Customer Request   X UI Change X Future Enablement X

Supervisor

Accept Button
 
Supervisor will have a pop-up that allows users to select whether or not to accept a transferred contact. This will give users more control within the Supervisor application.
Customer Request   UI Change Future Enablement

Voice Access

Prevent Access to Restricted CLI Numbers
 
Contact information will not be visible to agents for contacts with restricted (anonymous) CLI numbers.
Customer Request   X UI Change X Future Enablement
Click-to-Call
 
The new click-to-call widget will allow you to add a click-to-call button to your website. This button will allow a contact to be placed into an inbound call queue straight from their browser. Benefits of this include:
  • The contact will stay within the web browser while an agent is being connected.
  • Contacts will experience a shorter handling time in being routed to an agent.
  • Web metadata will be available to the agent automatically.
Customer Request   X UI Change Future Enablement

Workforce Management (CXone)

Shrinkage by Time in Forecasting
 
You will be able to select the time of the day you want to apply shrinkage. This will allow you to set different levels within the same day.
 
The feature will be available in the staffing parameters in the Generate Forecast and Forecasting Profile pages.
Customer Request   X UI Change Future Enablement X
Net Staffing Improved Accuracy
 
Net staffing will have improved accuracy by considering the multiskilled agent's contribution. Net staffing will show agents' partial allocation instead of only the full-time equivalent.
 
For example, you'll schedule an agent who has two skills. When net staffing displays data for one of those skills, it will show 0.5 for that agent instead of 1.
 
In addition, net staffing will gather more specific data from forecasting.
 
This will give you more accurate data in WFM, such as in the Schedule Manager, Intraday, and Approval Rules pages.
Customer Request   X UI Change X Future Enablement X
Approve Requests Automatically Based on Requirements
 
You will be able to minimize understaffing that comes with approving time-off requests.
 
When creating an approval rule, you will be able to define an additional condition called Net Staffing. In this condition, you will be able to define net staffing requirements. The rule will be able to handle requests based on those staffing requirements.
 
This feature will only be available with the WFM Advanced license.
Customer Request   X UI Change Future Enablement X
Consistent Breaks and Lunches
 
You will be able to define a consistent time for the agents' breaks and lunches during the week.
Customer Request   X UI Change Future Enablement X
Approval Rules Enhancements
 
Auto-approval rules automatically accept or deny agents' time-off requests. When creating the rules, you define conditions that trigger an automated response.
 
With this release, the scheduling unit time-off balance condition will be optional.
 
With this enhancement, you will:
  • Have more flexibility when you define the rules.
  • Be able to create a rule that will auto approve requests based on the submission time.
Customer Request   X UI Change Future Enablement X
User Interface Enhancements in Real Time Adherence
 
As part of the user interface enhancements, you will have:
  • Advanced filtering.
  • Improved display and user experience.
  • Quick navigation to the schedule manager by clicking an agent's name.
  • Personalized column display by sorting them manually.
  • Option to pin agents and find them easily.
Customer Request   X UI Change Future Enablement X
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