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Release Notes

RingCentral Contact Center Central | 2024-1 Release

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

Coming Soon in the 2024-1 Release – Central

This page shows features currently planned for the 2024-1 release cycle, which begins on 8 February 2024 and ends on 25 July 2024. Features are subject to change between now and the end of the release cycle.

 

You may receive these features at different times throughout the 2024-1 release cycle, but you will have them all by 25 July 2024. Remember that you may be required to purchase a license to access some of them.

 

The online help continues to reflect the previous version of the product being used by most customers.

 

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

This cell tells you two things about the feature: 

  • Whether it's available for all Contact Center customers or only a select group.
    • GA: The feature is generally available (GA) for all customers. Some GA features may require you to purchase a license to use it.
    • CR: The feature is available for customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative.
 
  • When you can expect to see the feature in your environment.
    • On toggle— This is a major release. The feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when that is.
    • On deploy—The feature is immediately available when the new release deploys to your environment.

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

Global Changes

Weak Password Prevention

Each user's password will be checked against a repository of commonly used passwords. If their password matches one of the commonly used passwords, they will be forced to create a new password. Some of the passwords that will be rejected include:

  • Any password that includes the word "password." For example, Password@1234.
  • Any password that includes the user's email address, username, first name, last name, or system name.

Passwords will be checked against this repository whenever:

  • A new user is activated.
  • A user's password expires.
  • A user resets their password.

Preventing weak passwords will increase the security of your system.

Customer Request
UI Change Availability

GA

On toggle

Users Can Unlock Their Own Account

Currently, whenever a user is locked out of their account, an administrator has unlock it for them. In this release, users will be able to unlock their own account. They can do so by resetting their password with the Forgot Password link in the login window. This update will remove the need for administrators to spend time unlocking user accounts.

Customer Request UI Change
Availability

GA

On toggle

Removed Applications and Features

Legacy CRM Agent Applications Removed

These CRM agent applications have reached end of life:

  • Agent for Microsoft Dynamics (Tenfold)
  • Agent for Oracle Service Cloud (Legacy Agent)
  • Agent for ServiceNow (Tenfold)
  • Agent for Microsoft Teams (Tenfold)
  • Agent for Zendesk (Tenfold)

Customer Request UI Change
Availability

GA

On deploy

New Applications

Click-to-Call

Click-to-Call will be available in controlled release. It will let you add a button to your website where visitors can reach one of your live contact center agents using their browser's softphone. This will help you to reduce or eliminate: 

  • Extra steps to connect to a Sales or Support team.
  • Overhead costs, such as service number fees and mobile surcharges.

You will be able to add the Click-to-Call button to your website without advanced coding knowledge. It will only require you to copy in a few lines of code. Click-to-Call will only be available for website visitors using a desktop device.

Customer Request UI Change
Availability

CR

On deploy

Enlighten AutoSummary

Currently, Enlighten AutoSummary is in controlled release. In this release, it will become generally available.

 

Customers who have been using Enlighten AutoSummary in controlled release will notice new features. For more details, select the Enlighten AutoSummary filter on the top right.

Customer Request UI Change
Availability

GA

On deploy

ACD

Page Improvements

The Script Schedules and Stations pages will have a new look and feel. The basic functionality of these pages won't change. The benefits of the updates will include:

  • Reduced loading time.
  • Increased security.
  • A more modern page design.

Customer Request UI Change Availability

GA

On toggle

UnlinkAgent Studio Action

The existing UNLINK Studio action removes the agent from the call and puts the call back in the queue. This ends the agent leg session. The new UNLINKAGENT Studio action will also disconnect the agent from the contact in Contact Center, but it will keep the agent leg connected to the call. The agent will be able to use their physical phone (PBX) to transfer the call to a department with a phone extension that cannot be dialed within Contact Center.

 

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

Customer Request UI Change Availability

GA

On deploy

Agent for Salesforce

See the Agent for Salesforce release history for a list of previous versions.

Contact Switching

Currently, agents must complete an interaction with a contact before starting another one. In this release, agents will be able to switch back and forth between contacts without having to end the interactions. This update will allow them to assist more than one contact at a time.

Customer Request UI Change Availability

GA

On deploy

IEX WFM Schedule Added to Calendar

IEX WFM schedule items will be automatically added to your agent's schedule. Agents will only be able to view these items for their current week. The next week's schedule items will be added at the beginning of that week. IEX WFM and Agent for Salesforce schedule items may overlap. The IEX WFM schedule items will be displayed in dark blue. Agents will not be able to edit these items. This update will allow agents to view their IEX WFM and Agent for Salesforce schedule items at the same time.

Customer Request UI Change Availability

GA

On deploy

Agent for SCV

Automated After Call Work (ACW) Status

Currently, agents can manually put themselves into an After Call Work (ACW) status. In this release, agents will automatically be put into ACW after each call. They will no longer be able to put themselves in ACW manually.

Customer Request UI Change Availability

GA

On deploy

Agent Location Selection

In this release, you will be able to make your agents select their location on the login screen before connecting to SCV. Agents will be able to select their location from a drop-down. After they select their location and connect, their choice will be recorded by Contact Center. This update will allow you to more easily track the location data of your agents.

Customer Request UI Change Availability

GA

On toggle

API

APIs for Interaction Analytics

A new set of Interaction Analytics APIs will enable you to retrieve annotated interactions and complete transcripts of each interaction. Documentation for these APIs will be added to the developer portal under a new Interaction Analytics category.

Customer Request UI Change Availability

GA

On deploy

Mask Voice, Screen, or Both from Call Recordings

The /mask and /unmask APIs will have a new maskRecordingMedia parameter. This will let you specify if you want to mask only the audio, only the visuals, or both, from the recording.

Customer Request UI Change Availability

GA

On deploy

DEVone Integrations

SightCall

SightCall Vision

SightCall Vision will enhance your support options with live video, augmented reality (AR) capabilities, and Computer Vision AI. It will help your agents assist contacts as if they were on site. For example, a contact might need help troubleshooting an espresso machine. Using their camera phone, the contact could show your agent what the issue is. SightCall Vision will also have a variety of additional features to improve support, such as:

  • Before the contact interacts with an agent, they will be able to capture data with their camera. This will use AI Recognition to analyze visual data like bar codes, model numbers, or contact information.
  • AI Recommendations will be able to present prompts based on the visual data, like service articles or troubleshooting steps. This will also be able to get the contact's geolocation to streamline the ordering and shipment of a new part.
  • AR annotations will let agents interact with the video feed. They will be able to draw on the screen, like circling a button to press on the espresso machine, or make annotations.
  • AI Report summaries will capture all information of an interaction. This will include pictures, annotations, label scans, transcripts, and more. Agents will be able to use this information for their own support summaries.

Video, AR, and AI capabilities will help contacts and agents work together more effectively to solve issues. This will make support interactions more pleasant and efficient.

Customer Request UI Change Availability

GA

On deploy

Interaction Analytics

Interaction APIs

Interaction data will be available via API. This will provide an additional way for you to access your data. Separate APIs will be available for metadata and transcripts and annotations.

 

APIs will include:​

  • Interaction metadata.​
  • Interaction transcripts and annotations.
  • Data by date range, skill, and team.​
  • Data by masterContactId or contactId.

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

Customer Request UI Change Availability

GA

On deploy

Support for Japanese

Users will be able to analyze Japanese interactions in addition to English, French, Canadian French, German, Brazilian Portuguese, and Spanish. You will be able to create separate datasets for each of these languages; that is, one language per dataset.

 

When you add Japanese analysis to Interaction Analytics, a drop-down for language will be available for dataset creation and for category and workspace templates. To support Japanese, you will be able to create custom categories, sentiments, and entities. You will be able to ignore phrases and apply corrections to interactions in Japanese. Selected widgets and filtering capabilities will also support Japanese. 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.

Customer Request UI Change Availability

GA

On deploy

New Language Model Page

Currently, Settings and Interaction Routing appear under different sections in the Interaction Analytics navigation menu. In this release, these sections will be combined into a new page called Language Model. This new page will include all the current options listed under Settings and Interaction Routing, along with some helpful overview details about each separate option.

Customer Request UI Change Availability

GA

On toggle

Partner Applications

Monitoring Gateway Name Change

The Monitoring Gateway name will change to Monitoring Gateway. This will more accurately reflect the features and planned updates under this label.

Customer Request UI Change Availability

GA

On deploy

Adapters

Previous State Subscriber State for Presence Sync

You will be able to set a new ACD subscriber state in your Presence Sync subscriber rules. This new state will be called previous state. When set as the ACD state in a rule, the Contact Center agent application will return to whichever state it was previously in. For example, Busy for Microsoft Teams is mapped to Previous State for the Contact Center ACD. In this scenario:

  • An agent's Microsoft Teams state is Busy and they set their Contact Center state to Available.
  • The agent receives a call in Microsoft Teams.
  • Their Microsoft Teams state changes to Busy - In a call and their Contact Center state changes to Unavailable - Teams.
  • The agent ends the call in Microsoft Teams.
  • Their Microsoft Teams state returns to Busy.
  • Because the Microsoft Teams state is Busy, and Busy is mapped to Previous State, the Contact Center state returns to Available.

In this example, Busy is not mapped to a specific state in Contact Center. Rather, when the Microsoft Teams state changes to Busy, the Contact Center state will return to its previous state, which was Available.

Customer Request UI Change Availability

GA

On deploy

Voice Quality Metrics

WebRTC Monitoring Available for Salesforce Agents

WebRTC monitoring will be available for Agent for Salesforce and Agent for Service Cloud Voice.

Customer Request UI Change
Availability

GA

On deploy

Improved Data Organization

Data presented in the Call Details tab will be reorganized. This will let you see more information within a single screen and avoid scrolling. Part of this strategy is to:

  • Highlight the most frequently used data by listing it at the top of each column.
  • Make certain pages easily accessible with new buttons, explained in the remaining notes in this section.

Customer Request UI Change Availability

GA

On deploy

WebRTC Analytics Page

Each contact record in the Voice Quality Monitoring tab will have a new page to display WebRTC analytics. These analytics will include a variety of in-depth metrics and timelines for the call, such as:

  • Connection jitters
  • Bitrates
  • Packet loss

This page will let you analyze technical details about calls, which will make troubleshooting easier. You will be able to pinpoint precisely where call issues exist and where to implement fixes. The Call Details tab of each contact record will have a new button to open this page.

Customer Request UI Change Availability

GA

On deploy

Call Recording Visualizer

You will be able to quickly access call recordings from a button in the Call Details tab. The button will open a page that displays each person's speaking time, a waveform of the audio, and allows you to skip around the recording. This will let you validate call issues in the actual recording directly from the Voice Quality interface. You must have call recording enabled to use this feature.

Customer Request UI Change Availability

GA

On deploy

Call Ladder Page

Currently, to access a call ladder, you must click on the contact ID link then click CXone Voice Diagnostics. In this release, you will also have a new Voice Diagnostics button in the Call Details tab to quickly access the call ladder.

Customer Request UI Change Availability

GA

On deploy

Pin Contact Records

You will be able to pin contact records in the Voice Quality Monitoring tab. This will let you quickly access specific records, particularly when handling issues involving multiple calls. This pin will be on the Call Details tab of each record, along with the three other new buttons.

Customer Request UI Change Availability

GA

On deploy

Personal Connection

Manually Pace Outbound Agentless Messages

You will be able to control the timing of delivery of outbound agentless messages. This will allow you to better manage the quantity of inbound messages you receive in response.

Customer Request UI Change
Availability

GA

On toggle

Increased Speed of Hot Leads

The speed of hot leads through the Contact Center system will be increased. This will reduce the time it takes from when a contact invites a solicitation to the moment they connect with your organization. For example, a contact requests a quote for insurance. The request is brokered to five different companies. Studies show that the first company to engage with the contact after this kind of request has an 85% or better chance of closing the opportunity. The increased speed of hot leads through Contact Center will allow you to be more competitive and increase your chances of gaining more business.

Customer Request UI Change Availability

CR

On toggle

Create Regional US Holiday Calling Curfews

You will be able to create regional calling curfews for the United States. This will allow you to be compliant with calling restrictions for state and local holidays.

Customer Request UI Change Availability

GA

On deploy

Increased Support for Active Inventory of Contacts to Dial

Currently, the limit of the inventory of contacts to dial is 1 million. In this release, the limit will be increased to 4 million. 

Customer Request UI Change Availability

GA

On deploy

Studio

UNLINKAGENT Action

The existing UNLINK action removes the agent from the call and puts the call back in a post-queue state. This ends the agent leg session. The new UNLINKAGENT action will also disconnect the agent from the contact in Contact Center, but it will keep the agent leg connected to the call. The agent will be able to use their physical phone (PBX) to transfer the call to a department with a phone extension that cannot be dialed within Contact Center. Certain phone types cannot support this kind of transfer, including softphones.

 

You will need to use the INDICATE action to give the agent a way to trigger the UNLINKAGENT logic. Agents will enter the next agent state in their workflow after they unlink from a call. If they unlink before transferring, they will need time in a working state like ACW . This will let them complete the physical transfer before receiving another call in the agent application. Alternatively, you could train your agents to transfer the call on their phone before unlinking it in the agent application.

 

UNLINKAGENT will be available to use in any inbound or manual outbound phone script.

Customer Request UI Change Availability

GA

On deploy

Workforce Management

Forecasting — View Simulation Data

When generating a forecast, you will have the option to view the expected volume and the average handle time (AHT) as a result of the simulation. The data will be shown for the selected skills and scheduling unit. This option will be accessible in the staffing step of Forecasting.

 

This will help users understand the differences they see between the Intraday data and Forecasting data.

Customer Request UI Change Availability

GA

On toggle

Select Multiple Scheduling Units (SU) While Exporting Staffing Data as a CSV File

You will be able to select multiple scheduling units (SU) when exporting staffing data to a CSV file. View the staffing plan for agents across multiple scheduling units simultaneously for a specific day, week, or date range.

 

This feature will save you time by eliminating multiple exports.

Customer Request UI Change Availability

GA

On toggle

Warnings for Forecasting Conflicts

A warning message will be displayed when creating a forecast job. This will occur if a job already exists for the chosen:

  • Date range and skill set.

    or
  • Profile and date range.

This will avoid generating repetitive forecasting jobs. Also, there will be no confusion when selecting the forecasting job to create a staffing plan.

Customer Request UI Change Availability

GA

On toggle

New Method for Monitoring Adherence

There will be a new method to monitor and report adherence. The Actual and Scheduled activity codes will be grouped into categories. When the categories match, the agent will be in adherence. This provides customers with a more accurate and flexible system for comparing agent schedules with their actual states.

 

With this feature:

  • You will be able to assign overtime activities and working-hour activities to the same category.
  • Only agents that have a scheduled activity or actual activity will be monitored.
  • Agents that aren't scheduled and not working won't be monitored (including agents that are out of office).
  • You will be able to filter Real Time Adherence (RTA) data by groups.

There will be a new Adherence category page where you assign activity codes to categories. There will also be two more columns in RTA and the Adherence report: Scheduled Category and Actual Category. The ACD mapping page won’t be affected.

 

The new adherence method will require manual activation. Before activating, you will be able to simulate and see the results.

Customer Request UI Change Availability

GA

On toggle

Intraday — Color Code Variance Data and Future Forecast

With this feature:

  • You will be able to highlight cells in the variance columns when the variance is high or low. The color will be defined according to the variance threshold of the metric. This way, it will be easy to see which metrics require your attention.
  • Intraday will display forecast data for future scheduled dates.

Customer Request UI Change Availability

GA

On toggle

Weekly rules — Remove ''Default Operating Hours'' Option

In the full-day settings of weekly rules, the Use default operating hours option will be removed. You will still be able to manually define shift start time and length.

 

The existing weekly rules that are using default operating hours will be adjusted to:

  • Shift start: 8:00 in the morning
  • Shift length: eight hours

Customer Request UI Change Availability

GA

On toggle

Schedule Manager UI Updates

The Schedule Manager will load data faster. As a result, you will have to filter data by first selecting scheduling units. After that, you will be able to filter by other metrics.

 

This feature will be available starting late January. Each customer will receive a notification when it's available.

Customer Request UI Change Availability

GA

On toggle

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.

Interaction Analytics

Intent Trend Widget

A new widget will be available called Intent Trend. It will display the top ten most common intents in a dataset. It will look similar to the Top Company Profile Terms widget.

Features Removed from This Release

Each item includes a description of the feature as it was previously published on the Coming Soon page. These features will not be part of the 2024-1 release but may be part of a future release.

Interaction Analytics

Intent Trend Widget

A new widget will be available called Intent Trend. It will display the top ten most common intents in a dataset. It will look similar to the Top Company Profile Terms widget.

Cumulative Update 2

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

ACD

  • In some systems, opening Workflow Data and then navigating to another page within that area resulted in an error message.

API

  • In an agent/state-history request, data from a session didn't appear if the user didn’t log out within the specified time range.

MAX

  • If an agent parked an email while they had a call on hold, they couldn't resume the call.

Studio

  • SNIPPET scripts using the GetRestProxy() function couldn't be called using Postman.
  • SNIPPET scripts with unicode characters weren't properly URL-encoded if the script called RestProxy.urlencode().
  • The REST API action didn't honor the timeout setting when the endpoint returned HTTP Status 400.

Cumulative Update 3

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

ACD

  • When a PoC phone number exceeded 20 digits, calls to it failed to route to the business unit. 
  • Contact Center sometimes returned an error when a user tried to edit a station.
  • Callbacks would correctly route to an agent but would then become stuck in the agent's personal queue.

API

  • Pulling contacts with v28 sometimes returned duplicate contact IDs.
  • Using APIs to change integratedSoftphoneWebRtcUrls to United Kingdom 2 returned a successful message, but the change didn't appear in the product interface.

Partner Tools

  • Publisher flow didn't work for systems that only had a Presence Sync license.

Platform

  • Some environments crashed as the result of improper use of the SNIPPET Studio action. Improvements have been made to prevent similar occurrences in the future.

Reporting

  • In the Contact Detail report, sometimes the end reason was missing. When this occurred, the recording duration was shown as 4:59:59, regardless of the actual call duration.

Cumulative Update 4

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

ACD

  • Users couldn't move the dispositions assigned to an ACD skill up or down.

Admin

  • User bulk upload sometimes failed with an integrated softphone formatting error when Integrated Softphone (WebRTC) information hadn't been edited.

API

  • Agents weren't being logged out when there was no poll for the duration of time specified by the InactivityTimeout setting in the agent session. This was due to a conflict between that setting and an internal poll timeout setting. The internal setting has been adjusted to prevent conflicts in the future.

Contact Center Attendant

  • When special Japanese characters were used in the first or last name of a user, Contact Center Attendant showed a blank page for that user. 

MAX

  • When an agent logged out of MAX while logged in to a Personal Connection skill, the agent was logged as being in a dialer or dialer pending state until they logged back in. 

Personal Connection

  • The SMS templates for agentless skills didn't appear under the Message Template drop-down. 

Supervisor

  • Live monitoring sometimes showed old data. 

Cumulative Update 5

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

ACD

  • The Quick Replies editor was missing the option to set the size of an image. It also removed image borders. 

API

  • In v29, the call to get hours of operation by profile ID didn't return any values for the scripts parameter. 

MAX

  • On the latest Chrome version, MAX crashed when the disposition dialog appeared. 

Reporting

  • When the Avg Talk Time and Avg Handle Time metrics changed to Average Talk Time and Average Handle Time, it broke BI reports where they were being pulled. The original names have been restored.
  • The Contact History report showed a blank contact end reason when it should have shown cause code 41. 

Supervisor

  • The Live Monitoring view showed old and incorrect data. 

Cumulative Update 6

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

ACD

  • Contacts were dropped when an agent answered the call. This only occurred when the routing script followed the path REQAGENT > MUSIC > PLAY > BLINDXFER
  • When a Studio routing script used REQAGENT with the TargetAgent set to a new agent with no skills assigned to them, calls did not route to the new agent. 
  • In some systems, inbound phone scripts containing the SETDISPOSITION action threw an exception.

API

  • When the GET /scripts API call pulled a Contact Center Studio script that had been reverted to a previous version, it returned an inactive version of the script instead of the current one.

Personal Connection

  • When a user would change the message template for an existing SMS skill, the change would not save. 
  • When a Personal Connection skill had many records, agents couldn't make outbound calls in MAX.

Platform

  • Full call recordings weren't available for transferred contacts. 

Studio

  • Users given permission to view certain sub-folders in Studio were unable to see those sub-folders. 
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