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Release Notes > Contact Center Central > 2024-3 Release

Release Notes

RingCentral Contact Center Central | 2024-3 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 24.3 Release – Central

This page shows the products and features currently planned for the 24.3 release cycle, which begins on 25 July 2024 and ends when the next release begins, which is currently targeted for November 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 release cycle. 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.

How to Use This Page

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 changes to the user interface (UI).

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 Contact Center Account Representative.

When you can expect to see the feature in your environment.
- On toggle—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.

New Applications

Accent Matching

Accent Matching is a tool that will change an agent's voice, in real time, to a voice with an accent from an English-speaking country. This will make it easier for contacts to understand agents whose native language is not English. It will also reduce frustration and improve customer satisfaction.

Agents will be able to select a voice avatar for each call. Voice avatars will include a male and female option for different English accents. This includes Australian, British, Irish, and US English accents.

You will be able to monitor Accent Matching with:

An Accent Matching dashboard that shows the usage and minutes.
Recordings of calls that use Accent Matching. This will allow you to review the accent and assess the impact of the accent on your calls. Call recording for these calls will not be enabled by default.

In this initial controlled release of Accent Matching, you will need to download an audio driver to each agent's computer.

This feature will be available later in the release cycle.

Customer Request

✓

UI Change

✖

Availability

On toggle

ACD

Improvements to Campaigns and Agent Messaging Pages

The Campaigns and Agent Messaging pages will have a new look and feel. The basic functionality of these pages won't change. The benefits of the updates include:

Reduced loading time
Increased security
Updated and modernized page design

The URLs for these pages will also change. You will need make sure the new URLs are on your allowlist.

Customer Request

✖

UI Change

✓

Availability

On toggle

Browser Inactivity Timeout Setting

Currently, your system browser inactivity timeout setting can only be changed by NICE. This setting ends an agent's session in a Contact Center agent application when they've been inactive for a certain amount of time. In this release, you will be able to change this setting in the business unit profile using two new fields:

Logout Agent with Browser Inactivity: Will enable the browser inactivity timeout feature.
Browser Inactivity Timeout: Will set the timeout threshold. You will enter the number of seconds an agent can be inactive before Contact Center ends their session. The minimum setting will be 150 seconds, and the maximum will be 7200 seconds. Numbers outside this range will produce an error and you won't be able to save your business unit profile.

Customer Request

✓

UI Change

✓

Availability

On toggle

ACD Routing

Channel Lock Setting for Users and Teams

Currently, agents configured in Omnichannel Delivery Mode are subject to an AND type of configuration. For example, an agent configured with a Total Contact Count of 3 can receive one voice and two chat interactions at the same time. This often leads to overworked agents.

In this release, a new Channel Lock setting will break the AND methodology by temporarily locking an agent to the channel they're currently handling. If the agent has a Total Contact Count of 3, they will now be able to treat these channels with more independence. The agent can now receive one voice OR two chat interactions, but not both at the same time. When the agent's interactions have ended, the lock will end. The agent will then be able to receive interactions from any configured channel.

This feature will allow your agents to handle time-sensitive interactions like chats and phone calls without becoming overworked.

To use this feature, you must have dynamic delivery enabled for your environment. The team or user profile you're configuring must have Omnichannel set as the Delivery Mode. User settings override team settings.

Customer Request

✓

UI Change

✓

Availability

On deploy

ACD Channels

Ability to Use Alphanumeric SMS Codes

Currently, you can only use numeric SMS codes. In this release, you will also be able to use alphanumeric codes. Alphanumeric codes will allow you to use a mix of letters and numbers in your code. Some countries, like Ireland, require alphanumeric SMS codes. This update will allow you to use SMS in more countries.

Customer Request

✓

UI Change

✓

Availability

On deploy

API

Bring Data from Non-Contact Center ACDs into WFM via JAVA SDK

A new group of APIs will let you send real-time and historical data from non-Contact Center ACDs to WFM. The APIs will be consumed via a JAVA software development kit (SDK). These APIs will let you:

Process data for the intraday manager and forecast generation.
Process and store agent activity data that will be used in adherence calculation.
Monitor connection between ACD and WFM.
Process agent activity data to display current agent activity.
Display the current agent state.
Get the non-Contact Center ACD name.
Handle API authentication.

Customer Request

✖

UI Change

✖

Availability

GACR

On toggle

Data Types Change in Responses from /dnc-groups

The data types of several fields in the GET and POST /dnc-groups API will change:

RESPONSE FIELD	EXISTING DATA TYPE	NEW DATA TYPE
dncGroupId	String	Integer
validRecords	String	Integer
isActive	String	Boolean
isRemoved	Integer	Boolean

Customer Request

✖

UI Change

✖

Availability

On deploy

Interaction Analytics

Category Sets Moved to Language Model Page

Currently, you can configure category sets (templates) under Templates > Category Templates. In this release, configuration for category templates will move to the Language Model page in IA. This will allow you to create and manage categories in one place.

Customer Request

✓

UI Change

✓

Availability

On toggle

IA Supported in UAE

Interaction Analytics will be available in the UAE.

Customer Request

✓

UI Change

✖

Availability

On deploy

Enhancements to Workspace and Widget Filters

Currently, workspace filters override widget filters and limit filtering options for widgets. In this release:

Workspace filters will not override individual widget filter settings. For example, if you filter a widget to show chat interactions and then filter the workspace to show voice, the widget filter doesn't change.
Workspace filters will no longer limit filter options for widgets. For example, if you filter a workspace to show voice interactions, you could configure a widget to also show chats.

This update will give you greater control over the data displayed in your widgets.

Customer Request

✓

UI Change

✓

Availability

On deploy

Personal Connection

Priority-Based Blending with Speed to Lead Skills

Speed to lead skills route hot leads directly to the calling queue. You will be able to blend speed to lead skills with other outbound and inbound skills. By blending these skills with other skills, contacts will be more evenly distributed to agents who can help them. It will also help agents be more productive.

Customer Request

✖

UI Change

✖

Availability

On deploy

Block Entire Contact Records After DNC Requests

Currently, when you receive a Do Not Contact (DNC) request, Contact Center only blocks the contact's destination. A phone number or email address is an example of a contact's destination. The contact's record remains in Contact Center. Agents can still contact them through another destination on their record, like a secondary phone number. In this release, Contact Center will be able to block the entire record of the contact if one of their destinations matches the DNC list. This update will help you stay in compliance with the FCC's one to one consent rule.

Customer Request

✓

UI Change

✖

Availability

On deploy

Configure Ring Time Out on Manual Outbound Calls

Currently, the ring time out for manual outbound calls is set at 55 seconds. You cannot edit this time out. In this release, you will be able to edit the ring time out for manual outbound calls. The maximum ring time out will be 180 seconds. This update will allow agents to have more time to reach their contacts.

Customer Request

✓

UI Change

✓

Availability

On deploy

Updated Skill Control Page

The outbound skill control page will be updated in the following ways:

It will have a new look and feel similar to most pages in Admin.
It will provide additional insight into agents, inventory, and ports.
You will be able to click data in the table to view more specific information. For example, if you click on data in the List Inventory section of the table, you will be able to view the available contacts for that skill. You will also be able to view the agent summary for that skill.
The notification section will be moved from the bottom of the page to the right side of the page. It will be labeled History instead of Notifications. The History section will record changes that are made on the page. The History section will reset each day at 12:00 AM.
You will be able to drag and drop columns to different places in the table. When you refresh the page, the columns will return to their default order.
There will be a new columns tab on the right side of the table. The tab will allow you to hide columns you don't want to view. When you refresh the page, the columns that you hid will be visible again.
The Calls Made column will only display the total number of calls for that day. The information will reset to 0 each day at 12:00 AM.
You will be able to modify the dialing ratio for each skill without having to go into individual skill pages. This will save you time as you make configuration changes.
You will be able to view and update assigned ports on the page.

These updates will make it easier for you to view and modify skills.

Customer Request

✖

UI Change

✓

Availability

On toggle

Reporting

Data Download Reports

Scheduled Report Queuing

Currently, high volumes of scheduled custom and data download reports can cause the reports to time out during processing. In this release, scheduled reports will enter a queue and run successively. This will help reports run more smoothly at high volume times, like at the end of a month or quarter.

Customer Request

✓

UI Change

✖

Availability

On deploy

Report History Tab

Currently, the Scripts tab on the Schedule Run History Report page shows the history of scheduled data download reports. In this release, it will only contain the reports that ran before 24.3. A new Reports tab will show the scheduled data download reports from after 24.3. The Reports tab will support the differences in data caused by the new scheduled report queuing feature. The Reports tab will eventually replace the Scripts tab.

Customer Request

✓

UI Change

✓

Availability

On deploy

Email Option for Timed-Out Reports

Currently, when a data download report is run on demand and exceeds the system-wide threshold for report timeouts, the user receives a 404 error. In this release, a pop-up will ask the user if they would like the report emailed to them when it's ready. This will allow the user to continue working when a data download report doesn't finish before the defined timeout.

Customer Request

✓

UI Change

✓

Availability

On deploy

Custom Reports

Scheduled Report Queuing

Customer Request

✓

UI Change

✖

Availability

On deploy

Studio

Unless otherwise indicated, the changes listed in this section apply to Desktop Studio and CXone Studio. You can find release notes that apply only to CXone Studio by selecting CXone Studio in the filter on the top right.

New Action: GET TAGS

A new action called GET TAGS will be available for use with digital scripts. This action will retrieve tags from the contact and the contact's messages. You will be able to use the tags in your script. For example, you could use them to make routing decisions or to branch logic trees in your script. Additionally, you will be able to memorialize the tag data to your CRM.

Customer Request

✖

UI Change

✓

Availability

On deploy

Support for the ONDATA Action in Digital Scripts

You will be able to use the ONDATA action in digital scripts. This event action triggers when the script receives data from the agent via a custom form built with the RUNAPP or INDICATE actions. This update increases the flexibility of digital scripts in Contact Center.

Customer Request

✖

UI Change

✖

Availability

On deploy

Support for the ONSIGNAL Action in Digital Scripts

You will be able to use the ONSIGNAL action in digital scripts. This event action triggers when the script receives communications from the SIGNAL action firing in another script, or from a web service. You can use it to start a series of script actions that depend on a specific event occurring first. This update increases the flexibility of digital scripts in Contact Center.

Customer Request

✖

UI Change

✖

Availability

On deploy

Support for the ONRESKILL Action in Digital Scripts

You will be able to use the ONRESKILL action in digital scripts. This event action triggers when a contact is moved from one ACD skill to another. This update increases the flexibility of digital scripts in Contact Center.

Customer Request

✖

UI Change

✖

Availability

On deploy

Support for the INDICATE Action in Digital Scripts

You will be able to use the INDICATE action to wake up a digital script. This action extends the agent interface with custom functionality. It adds an icon to the agent application that agents can click to initiate the custom function. In this release, you will be able to use it to trigger custom functions in digital scripts.

Customer Request

✖

UI Change

✖

Availability

On deploy

Upgrade Prompt for Organizations with No Recent Desktop Studio Use

For organizations where Studio has not been accessed in over a year, users will see a prompt message the next time they attempt to log in to Desktop Studio. The message will direct them to use CXone Studio.

Customer Request

✖

UI Change

✓

Availability

On deploy

Virtual Agent Hub

External Provider Timeout Setting

Currently, when a third-party virtual agent provider encounters a problem, the Studio script waits for the provider platform to resolve the issue or to send an error. This could cause the contact to wait up to two minutes.

In this release, you will be able to configure a new timeout setting called External Provider Timeout. This will allow you to set the amount of time, between 30 seconds and two minutes, that the Studio script waits for the provider platform to respond. If the timeout is reached, the script will proceed, taking the error branch. This change will help you prevent the contact from experiencing unacceptable delays during an interaction.

Customer Request

✖

UI Change

✓

Availability

On deploy

Workforce Management

Intraday: Updates to Columns in the Volume Metric

With these updates, you will be able to get more data from Intraday.

There will be two more columns:

Received: This will indicate how many interactions were received during that interval, regardless of whether they were answers.
Backlog: This will indicate the number of unanswered interactions from the previous interval. If an interaction started at 11:10 and an agent didn't start handling it in that interval, the interaction will be considered in the backlog for the 11:15 interval.

In addition, the Handled column will be renamed to Answered. Answered is a more accurate term because interactions are measured when an agent starts handling them.

Customer Request

✓

UI Change

✓

Availability

On toggle

Agent Configuration: Work Rules for Agents

Each agent will have a work rule assigned to them. These rules will provide more flexibility and control over your agents' scheduling. For example, you can define how many hours each agent can work per week. You will also be able to create work rules for a specific date range. This is useful for when an agent can work more or less during different times of the year, such as during the summer break.

While maintaining a flexible and adaptable workforce, work rules will help:

Ensure compliance
Reduce legal risks
Improve employee satisfaction
Promote efficient operations

Customer Request

✖

UI Change

✓

Availability

On toggle

Adding Time Off: Removal of the Can’t Be Overwritten Option

When adding time off in the Schedule Manager, the Can’t be overwritten by the automatic scheduler option will be removed. When you create a time-off activity, it won't be overwritten if you generate a new schedule.

Customer Request

✖

UI Change

✓

Availability

On toggle

WFM Open Integration with Non-Contact Center ACDs

WFM will enable open integration with LiveVox and non-Contact Center ACDs.

Supported non-Contact Center ACDs will include:

LiveVox
Twilio
Zendesk
Avaya CMS
Amazon Connect
Microsoft ACS
Genesys Pure Cloud

The integrations will support ACDs with 15-minute intervals.

Customer Request

✖

UI Change

✓

Availability

On toggle

Support for Outbound - Forecasting and Intraday

WFM will support outbound forecasting capabilities.

With this enhancement:

You’ll have improved control over your blended workforce. This will include both inbound and outbound interactions.
You’ll be able to create and configure inbound and outbound skills, tailoring forecasts to your specific needs.
Existing WEM skills can be realigned.

Forecasts will cover:

Pure outbound skills
Inbound skills
Blended skills that involve both interaction types

Furthermore, outbound support will extend to Intraday Management.

This capability will support Contact Center ACD, LiveVox and non-Contact Center ACDs that are being supported with this release.

Customer Request

✖

UI Change

✓

Availability

On toggle

Improved Analyst Monitoring by Exposing Received and Backlog Data on the Intraday Manager

The Intraday Manager will be enhanced by integrating additional volume insights, specifically Received and Backlog data. This refinement will provide a more comprehensive view of the interaction volume metrics. The categories to be analyzed will now include:

Received
Backlog
Answered (formerly known as Handled)

The existing categories of Actual, Active, and Abandon will continue to function without change. With these improvements, managers will have a clearer understanding of volume data, enabling them to make more informed decisions for workforce management and adjustments.

Customer Request

✓

UI Change

✓

Availability

On toggle

Improvements to Manage Requests

Managers will be able to approve or decline multi-day requests and multiple requests submitted by an agent for the same day. Enhanced filtering options will also allow for more efficient sorting and management of requests.

Customer Request

✖

UI Change

✓

Availability

On toggle

Cumulative Update 2

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

ACD

Downloading the existing ACD skills from the bulk upload tool produced an error when the system didn't have Personal Connection enabled.

API

The /services/v3.0/agents/{agentId}/queues call failed and increased the CPU utilization, resulting in performance issues.

Platform

In rare cases, when an agent tried to log out of the agent application, the process failed. When the agent logged back in, they re-entered the old session that was still attempting to log out.

Cumulative Update 3

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

API

/skills calls failed in v31.0.

IEX WFM Integrated

Statuses sometimes became stuck, resulting in incorrect data in Adherence reporting.

MAX

When a contact was transferred, MAX sometimes remained on hold for the agent who should have been released from the call.
Some quick replies included the word "Null" at the bottom when they were added to outbound email messages.

Reporting

The single-day view of the Billing report showed Fair Peak and Clipped Peak in the chart legend. Both of those concepts had previously been removed from Contact Center. Fair Peak and Clipped Peak have been removed from the chart legend, the Clipped column has been removed from the report, and the Fair Peak header in the chart grid view has changed to Agent Peak.
The Custom CDR Extra data download report returned a “504 timeout” error.
Refusals for chat and work item contacts were not always properly reflected in the Agent State History report.

Studio

When users tried to save changes to a script that contained the OnPageOpen action, they received an error.

Cumulative Update 4

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

API

In v23, contact/state-history calls displayed the wrong time zone for lastPollTime.
/skills calls failed in v31.0.

Reporting

In the Agent Summary by Day data download report, the values for Outbound_Time and ACD_Time were incorrect.
CXone recordings weren't loading in the Contact History report when the user's browser was set to a language where dates use commas instead of periods.
The Transfers data download report included contacts that hadn't been transferred.
The Custom CDR Extra data download report returned a “504 timeout” error.
The Active Contacts report didn't always match the active contacts that were returned by the GET /contacts/active API call.

Personal Connection

Rarely, multiple calls were placed to the same contact at the same time and assigned to different agents.

Studio

When users tried to save changes to a script that contained the OnPageOpen action, they received an error.

Cumulative Update 5

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

ACD

The audit history for a copied skill included the history of its parent skill.
When an agent was configured to manually accept calls, they couldn't receive callbacks.

ACD Routing

In some systems, channel lock wasn't locking agents to one channel as expected.

Admin

When an administrator edited agents' contact settings from a team profile, the wrong row was updated, and the changes weren't saved.

IEX WFM Integrated

Enabling or disabling IEX WFM for an entire team didn't work correctly.

MAX

When agents using Integrated Softphone received an inbound call and clicked Accept, the call sometimes didn't connect correctly and was eventually marked as refused.

Personal Connection

SMS templates were sometimes applied to SMS messages multiple times, resulting in duplicate messages to contacts.

Reporting

The Supervisor Snapshot and Agent Timecard reports were off by one hour.
The Admin and Agent Contact Center Logins data download report contained incorrect and missing data.
SMS contacts showed the wrong start time under the Transcript tab of the Contact History report.
In some systems, running data download report 643 returned an error.

Studio

The OnRelease event action failed to return a value for the CauseCode property.

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