Are you using the latest version of RingCentral?
Update your app now to enjoy the latest user experience, enhanced security, and optimal call quality.
RingCentral Contact Center Central | Summer 2023
Summer 2023 Release - Central
This page shows features currently planned for the Summer 2023 release. Features are subject to change between now and the final release dates. Users will be able to access these features, depending on their permissions and purchased applications once their Contact Center has been updated.
The online help continues to reflect the previous version of the product being used by most customers.
How to Use This Page
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. |
Global Changes
Changes to CXone Login Page
The CXone login page changed for some users. If you log in at either https://cxone.niceincontact.com or https://cxone-gov.niceincontact.com, this feature does not affect you.
The Remember Me checkbox was removed.
Logos were moved to a different place on the page.
A Use Company Domain button was added. With this button, you can view your authentication pages by entering your company's custom domain name. Depending on your business unit configuration, you can see your business unit banner, marketing area, and single sign-on (SSO) profiles.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
What's New in the Online Help
Platform Availability Page
The Platform Availability page in the Platform Requirements section of the online help displays:
- FedRAMP availability: The CXone apps available and not available for FedRAMP Moderate.
- Regional availability: The CXone apps available in each supported region.
Enhanced User Resources and Success Guide for Interaction Analytics
The Interaction Analytics section of the online help now includes:
- A Best Practices section that includes tips for optimizing your use of Interaction Analytics.
- A reference page that defines key terms and metrics used frequently in IA.
- A section with success guides to help you build tailored workspaces in IA to achieve your business goals.
Removed Applications and Features
Agent SMS Security Profile Permission Removal
The SMS permission has been removed because it is not used.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
ACD
Page Improvements
The Dispositions and Unavailable Codes pages have a new look and feel. The basic functionality of these pages hasn't changed. The benefits of the updates include:
- Reduced loading time.
- Increased security.
- A more modern page design.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Activate and Deactivate ACD Skills with Bulk Upload
A Status column has been added to the ACD Skills Bulk Upload template. With this column, you can activate and deactivate multiple ACD skills at once. The Status column is available for both blank and filled-in templates. This update saves you time when updating ACD skills.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Routing Attributes
In addition to ACD skills, you can use routing attributes to narrow the pool of agents who are eligible to receive an interaction. For example, you could use a routing attribute to define which language the agent must speak. You could require that the agent have a license or certification. This gives you more control over which agents an interaction can route to, without creating a lot of ACD skills.
To set this up, you apply attributes to your agent user profiles. You then use Studio scripts to route interactions to agents. You do this based on the ACD skill and the chosen attribute. At this time, you can specify one routing attribute at a time.
This feature will become available later in the Summer 2023 release cycle.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Routing Criteria Data Download Report
A Routing Criteria data download report shows how the routing criteria of an interaction changed over time spent in queue. This report lets you see how your routing strategy is working and provides insight into the contact journey.
This update is described in more detail in the Reporting section of this page.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Bullseye Range and Routing Attribute Support in More Studio Actions
The QueueVM and QueueCallbackStudio actions will support bullseye routing ranges and routing attributes. They have the same routing parameters as the ReqAgent and UpdateContact actions.
This update is described in more detail in the Studio section of this page.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
House the ACD of New Business Units on Microsoft Azure
This feature is only available in North America. You can house the ACD of new business units on Microsoft Azure rather than on AWS. The decision to use Azure doesn't change CXone functionality. All other CXone applications continue to be provided on AWS. This allows for more flexibility in the initial setup of a business unit. For more information, contact your CXone Account Representative.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
ACD Channels
Trunk Group Specification for Manual Outbound ACD Skills
You can select which trunk group a manual outbound ACD skill should use to deliver its call traffic. This enables you to make the calling number visible to improve answer rates.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Chat Security Enhancement
Any HTML functionality using JavaScript or rich text on the agent side of a chat is now disabled. This closes a potential gateway for malicious attacks. The ability to display rich content on the contact side has not changed. This security fix impacts chat in all agent applications.
Refer to your email notification for more details.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Admin
Agent Application Security Profile Permissions
Permission settings that are used for more than one agent application no longer include "MAX" in the name. This helps avoid confusion about which applications the setting applies to.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Agent SMS Security Profile Permission Removal
The SMS permission has been removed because it is not used.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
Agent for Salesforce
See the Agent for Salesforce release history for a list of previous versions.
Record Type Field Added
This feature will become available later in the Summer 2023 release cycle. When you set up task creation settings, you can configure a Record Type for Salesforce tasks.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Agent for Service Cloud Voice
The following features are planned for release in mid-August 2023.
Real-Time Transcription Support
Real-time transcription is dependent on the use of APIs. If you have questions regarding transcription setup, contact your CXone Account Representative.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Omni-Flows Support
Salesforce Omni-Flows are supported. Users can set up screen pops, data memorialization, and supervisor support using Omni-Flows.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Integrated Softphone Automatic Sign-In
When agents have the Integrated Softphone permission enabled, they can bypass the Voice Options screen and be logged in to Agent for Service Cloud Voice immediately. This reduces the time it takes for agents to log in to Agent for Service Cloud Voice.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Standard Address Book Support
Agent for Service Cloud Voice supports standard address books. This allows you to create address books that can be viewed and used in more than one agent application.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Performance Analytics for Salesforce Einstein Integration
Agent for Service Cloud Voice supports integrations with Einstein. This allows CXone ACD data to be used for reporting within Salesforce.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
API
Updated Performance for Reporting and Real-Time APIs
The following contact APIs were updated to improve performance. Enhancements include new fields, metrics, and standardized parameters. Expand the drop-downs below for more details on each API.
- /contact/states
- /contacts/
- /contacts/active
- /contacts/completed
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
End-of-Life for Legacy API Authentication
Legacy authentication methods were deprecated in 2022. With the Summer 2023 release, they moved to End-of-Life status and will cease to function between the Summer and Fall 2023 releases. If you have not already updated your app authentication, use the global authentication method . There is only one token endpoint with the global method, /auth/token . This endpoint facilitates:
- user authentication through OpenID Connect.
- other forms of authentication specified by OAuth2.0.
The endpoints in the following API groups were deprecated:
- User Hub API > AccessKeys
- User Hub API > Authentication
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
CXone Workforce Management
Reallocate Scheduling Units
You can select scheduling units you want to exclude from a forecasting job. This way, their workload is reallocated to other scheduling units when you generate a staffing plan.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Forecast Enhancements
The interface is updated in forecasting jobs:
- Historical and Forecast data (steps 2 and 3): Filter by deferrable or real-time WEM skills
- Staffing (step 5): New filtering labels.
- The graph in all steps: Can display up to six items at a time, the data in the graph loads faster, and each line is more recognizable.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Exporting WFM Data via CSV
Currently, exported data begins downloading immediately. With this release, you will download the CSV file after you get an email with a download link. This will apply when exporting Real Time Adherence (RTA) data and staffing data in a forecasting job.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Improvement to Schedule Generation
Before this release, shifts were not created when the following three conditions were met:
- Agents were assigned to a weekly rule.
- The weekly rule contained a daily rule with varying shift start times.
- Agents were partially available during these varying shift start times.
With this release, shifts are created for time slots where the agents are available and fall within the shift start-time range.
Shifts are not generated if agents are unavailable during the shift start-time range set in the daily rule.
This change enhances the interpretation of scheduling rules and creates valid shifts for agents.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Schedule Optimization with Lunch and Break Activities
Improve net staffing with one click of a button. With the WFM Advanced license, managers will be able to set up schedule optimization rules. These rules will automatically generate a daily plan that adjusts the lunch and break activities for the scheduled agents.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Mapping of Missing Out-of-the-box (OOTB) States
The out-of-the-box agent states are mapped between CXone WFM and the CXone ACD.
With this alignment, Real Time Adherence (RTA) and Adherence Reports reflect all out-of-the-box states.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Moving Agent Availability to the WFM Application
Agent availability moved from the Admin application to the CXone WFM application. This is a new screen called Agent Configuration, and it can be accessed from WFM > Setup. Earlier, it was accessible as a tab in the employee profile of the Admin application.
The scheduling is streamlined by bringing all required parameters into the same application.
It is now easier for supervisors to update agent information.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Support for Partial Time-Off on Non-Published Days
Agents can now request partial time-off on unpublished days. This was not supported earlier. The request is possible depending on:
- Existing activity configuration.
- Agent time-off balance.
- Auto approval rules.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Enhancement to New Year Time-Off Rules
Earlier, manual edits to the time-off rules were only effective through the end of the calendar year. In the new year, managers needed to attach agents in the scheduling unit back to the time-off rule. With this release, time-off rules remain attached to agents when the new year begins, even after manual edits.
This saves time for managers and prevents tedious tasks.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Multi-Factor Authentication for the Mobile App
The mobile app supports multi-factor authentication for agents when logging in. This authentication is set at the organizational level, providing enhanced mobile app security.
To access this feature, update to the latest version of the app.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Schedule Change Requests for the Mobile App
CXone WFM lets agents request schedule changes using the mobile app. Agents can request schedule updates anytime and anywhere, providing them flexibility.
To access this feature, update to the latest version of the app.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
IEX WFM Integrated
Add-On: Enhanced Strategic Planner (ESP)
Enhanced Strategic Planner (ESP) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. ESP is a well-established tool for users of IEX WFM and IEX Cloud. This release, ESP is generally available for organizations using IEX WFM Integrated.
ESP offers these benefits:
- Ability to build what-if scenarios for long-term planning. It includes options and explanations of staffing and budgeting impacts.
- Ability to plan long-term staffing by site, location, or internal/outsource type. It's based on real data from your contact center.
- Ability to quickly see how your changes impact staffing requirements, service level, ASA, and occupancy.
ESP supports many channel types based on your WFM skills. This includes both voice and digital channels. It can use long-term forecasts created in IEX WFM Integrated or import external forecasts. ESP then uses those forecasts to create long-term plans, including plans for multi-step workflows. For more information on enhancing your IEX WFM Integrated system with ESP, contact your Contact Center Account Representative.
If you used Enhanced Strategic Planner in controlled release, you'll notice this new feature.
Upgrade to IEX WFM v7.5
During the Contact Center Summer 2023 release cycle, upgrades to IEX WFM will begin for existing IEX WFM Integrated environments. Each of the remaining features in this section is a key feature of IEX WFM Integrated v7.5. Your Contact Center Account Representative will contact you about scheduling your upgrade. You will see these features when your upgrade is complete.
You can see a video overview of IEX WFM Integrated v7.5 features here.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Ability to Delete Long-Term Forecasts
A new Delete Long-term Forecast view allows you to delete unneeded long-term forecasts generated for BUs, CTs, EGs, BU Sets, CT Sets, and EG Sets. You must have the Modify permission for the forecast entity to delete it.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
RCP Generation Messages and Alerts
Supervisor users now receive alerts regarding the status of their process generations. The alert messages state whether the generation succeeded or failed. The Alerts button displays the number of status messages for completed processes submitted by the logged-in user.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Linking Supervisors and Agents
Sometimes an agent also functions as a team lead or other type of supervisory user. Previously, these users could only switch between WebStation and Supervisor WebStation if they logged out of one and in to the other. With this release, you can link the Supervisor and Agent user accounts so that the user can switch back and forth more easily. A new "Switch to..." selection appears in the User Menu of either WebStation application for these users. The linking is 1-to-1; that is, one agent to one supervisor and vice versa.
This is especially useful if your company uses either Single Sign-On (SSO) or LDAP authentication. This feature makes SSO possible even with IEX WFM functionality that prevents an agent's external ID from being the same as a supervisor's login ID, even when the agent and supervisor are the same person.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Single Sign-On (SSO) Improvements
The new Supervisor WebStation - SSO Configuration page gives you a simple interface to configure SSO. Users with permission to the page can load the SAML configuration into IEX WFM Integrated and update it when needed.
In addition, the RCP Login page will provide users with two options:
- Log in with SSO: This option is selected by default if SSO is enabled for your IEX WFM Integrated tenant. If RCP SSO is enabled, only the master user can log in with a password. All other users must use SSO.
- Log in with Password: If RCP SSO is disabled, all users must log in with a password.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Enhanced Adherence Export Files
The following file exports with adherence-related information were enhanced from one-minute to one-second precision:
- Agent Adherence Detail
- Agent Adherence Summary
- Agent Adherence by Attribute Detail
- Agent Adherence by Attribute Summary
Adherence details in Export modules are calculated at a more granular level. These details will differ from similar metrics in IEX WFM Integrated out-of-the-box reporting.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Simultaneous Bidding in Time Off Manager
Time Off Manager supports simultaneous bidding by time off rule. This option enables you to define time off rule bids with dates open for bidding, request types, and bidding sort order. Remaining features in this section are associated with the Simultaneous Bidding feature.
Agents with TOGs assigned to the time off rule can bid for time off during the open bidding date ranges. Administrators process the time off bids after bidding closes.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
New Simultaneous Bidding Page
The new Supervisor WebStation - Simultaneous Bidding page allows supervisors to see and export all simultaneous bid requests from agents for the selected TOG, time off rule, and bid name. This page includes the agent MU and bidding order. It also shows the status, priority, date, type, and more for each time off bid request.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Updates to Time Off Rules View
The Bidding Rules view was updated as follows to support the Simultaneous Bidding feature:
- A new tab called Additional Settings was added. These sections from the Bidding Rules tab were moved to the Additional Settings tab:
- Master from date
- Master to date
- Agent WebStation: The Allow weeks to be converted to individual days option does not apply to Time Off Rules that use simultaneous bidding.
- The Bidding Rules tab has a new section, Bidding options, with these options:
- Submit requests on a first come, first served basis: This is the same as the Agent requests must be in order option unchecked in prior releases.
- Submit requests in sequential order: This is the same as the Agent requests must be in order option checked in prior releases. It will be the default setting for new time off rules.
- Submit requests by preference for simultaneous bidding
- The Bidding order section was renamed Bidding sort order. It is only available when Submit requests in sequential order is selected.
- The Request types section is only available when Submit requests on a first come, first served basis or Submit requests in sequential order is selected.
- A new Simultaneous bidding options section will be added to define time off rule bids when Submit requests by preference for simultaneous bidding is selected.
When your IEX WFM Integrated tenant is upgraded, any existing time off rules will have the previously chosen options updated as follows:
- If Agent requests must be in order was selected, Submit requests in sequential order will be selected.
- If Agent requests must be in order was cleared, Submit requests on a first come, first served basis will be selected.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
New Process Simultaneous Bids Window
The new Process Simultaneous Bids Window automates the process of assigning time off to selected agents. After agents submit time off bid requests and bidding closes, supervisors run this process to assign time off to selected agents. Agents receive time off based on the TOG and time off rule, time off allotments, agent time off summary parameters, and agent remaining time off balance.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Updates to RCP Navigation Menu
If you have access to the Process Simultaneous Bid menu item, it was added to the RCP Time Off Manager menu under Time Off Manager.
If you have access to the Simultaneous Bidding menu item, it was added to the RCP Time Off Manager menu under Process Simultaneous Bids.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Updates to Users and Permissions View
The Users and Permissions > Menu Permissions > Time Off Manager page was updated to add the new Process Simultaneous Bids and Simultaneous Bidding menu items and permissions. Both permissions default to No.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Updates to WebStation and Supervisor WebStation
Request Time Off View:
- For time off rules that use simultaneous bidding, these updates affect the Request Time Off page (add or edit):
- Bid name is a new, required field.
- Priority is a new, required field.
- Wait List is no longer available as a time off type.
- Week is no longer an available length for agents when the Request type is Force full weeks for the selected Bid name in the time off rule.
- The Supervisor WebStation Only save request if all days can be granted option is not available.
- For full day and partial day requests, End date is disabled and its value set to the start date.
- Simultaneous bidding requests have a status of Submitted on the Request time off - confirmation page.
- The Request time off link won't appear:
- For agents or supervisors when there are no bid names open for bidding.
- For supervisors when they do not have permission to enter preferences on behalf of agents. This comes from the time off rule definition.
My Time Off Text View:
The new Bidding table on the My Time Off Text View will display the agent’s time off bid requests for the selected time off rule. These time off bid requests are those entered for time off bids open for bidding. The time off bids are defined in time off rules that use simultaneous bidding.
In the Bidding table, users can:
- Cancel time off bid requests for time off bids open for bidding. Supervisor users must have permission to enter preferences on behalf of agents.
- Change the priority of time off bid requests for time off bids open for bidding. Supervisor users must have permission to enter preferences on behalf of agents.
- Click Edit to edit time off bid requests
Time off rules that use simultaneous bidding do not show the Cancel column in the Planned table.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Interaction Analytics
New Filters for Search
The Search page has new filter options you can use to search all of your available data. You can search by resolution status and additional metrics. If you have Interaction Analytics Premium and Enlighten use cases, you can filter your search by your Enlighten metrics.
You can also choose which fields you want to view and how they are arranged when viewing interactions.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Capability to Save Searches
You cansave a search as public or private. You will be able to select saved searches from a drop-down to view search results again. This helps you avoid having to configure the same search settings multiple times.
| Customer Request | ✓ |
UI Change | ✓ |
Availability | On deploy |
Multiple Dialects Per Business Unit
You can apply multiple dialects of the same language to your business unit. For example, you can apply both European Spanish and Latin American Spanish to your account. This increases transcript accuracy when you have callers from different countries. You need to contact your CXone Account Representative to configure these dialects for you.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Improvement to English and International English Transcripts
A new transformer technology is used to improve the accuracy of transcripts for English and international English.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
MAX
Agent Security Profiles Permissions
Permission settings that are used for more than one agent application no longer include "MAX" in the name. This helps minimize confusion about which applications the setting applies to.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
SMS Security Profile Permission Removal
The SMS permission has been removed because it is not used.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Chat Accessibility Enhancements
Minor adjustments to the chat window improve the experience while using a screen reader.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Partner Applications
Adapters
Improvements in Directory Sync and Presence Sync for Microsoft Teams
- Support for More Users in Azure Directory: Previously, Directory Sync for Microsoft Teams had a limitation of 20,000 users in Azure. Starting with this release, Microsoft Teams Directory now supports up to 40,000 users. This allows more users to access resources from your organization.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
- Limited Creation of Presence Event Subscriptions: Previously, Presence Event subscriptions were created for all users in the Microsoft Azure directory, including those who aren't part of the directory created in CXone. Now Presence Event subscriptions are only created for users who are part of directories created in CXone. This change reduces the number of subscriptions.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
- Ability to View Programmatically-Created Users: On the Account Mapping page, you can now view users created for subscriptions by the program. This includes information such as user information and subscription status. This helps you assess the health status of the subscription.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Setting Change for Adapters for Zoom
On 1 June 2023, Zoom deprecated support for the JWT app type for server-to-server authentication. If you set up Adapters using JWT for authentication, you must change to a Server-to-Server Oauth app type. Choosing Server-to-Server Oauth as the app type lets you securely integrate with Zoom APIs. It also lets you get your account owner access token without user interaction.
This will apply only to existing customers.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Voice Quality Metrics
Distribution Tile for Call Direction
A new distribution tile for call direction has been added to enhance the user experience. This feature allows you to:
- View a distribution of call directions.
- Apply filters on this widely used metric.
- Analyze call direction data.
- Identify trends and potential issues.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Improve Scalability and Resiliency
Auto-scalability has been introduced to improve resilience. It provides these benefits:
- Regional redundant services and multi-zone failovers. These can reduce your downtime, and they are able to better support a large number of requests.
- Data will load more quickly
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Personal Connection
Studio Action for Gryphon Rest APIs
If you subscribe to the Gryphon real-time automated Do Not Call (DNC) and TCPA compliance platform, you can gain access to a new Studio action. This Studio action replaces the previous SOAP action with a RESTful action. It checks various DNC registries for compliance at the point of dial. The registries it checks includes federal, state, and others.
The Studio action applies appropriate exemptions and blocks non-compliant calls. This ensures that organizations are compliant with DNC and TCPA regulations.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Enhanced Support for Managing Calling Lists and DNC Records
Previously, CXone had support for 500,000 calling lists and do not call (DNC) records. Now, CXone provides support for up to 1,000,000 inventory records encompassing both active calling lists and DNC records. This enhancement enables CXone to handle larger lists more efficiently, resulting in reduced processing times and improved overall performance.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Reporting and Dashboards
Data Download Reports
Routing Criteria Data Download Report
The Routing Criteria data download report shows how the routing criteria of an interaction changed over time spent in queue. Routing criteria include:
- ACD skill
- Bullseye routing range
- Routing attributes
This report lets you see how your routing strategy is working and provides insight into the contact journey.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Prebuilt Reports
Improvement to Contact History Report
This report more accurately displays the contact IDs and master contact IDs for segment recordings. This makes it easier to view data for all segments tied to a contact.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Custom Reports
Hide Column Names in CSV Files
Previously, when you exported a custom report to a CSV file, column names were included automatically. With this release, you can select an option to hide them.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Studio
Bullseye Range and Routing Attribute Support in More Actions
The QueueVM and QueueCallback actions now support bullseye routing ranges and routing attributes. They have the same routing parameters as the REQAGENT and UPDATECONTACT actions:
- HighProficiency: The high end of the ACD skill proficiency range an agent must be in to receive a contact.
- LowProficiency: The low end of the ACD skill proficiency range an agent must be in to receive a contact.
- RoutingAttribute: An attribute to use for routing. Contacts route to agents who have both the chosen ACD skill and value for this parameter.
This update lets you use bullseye routing and routing attributes in more of your routing scripts.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Action for Gryphon Rest APIs
If you subscribe to the Gryphon real-time automated Do Not Call (DNC) and TCPA compliance platform, you can gain access to a new Studio action. This Studio action replaces the previous SOAP action with a RESTful action. It checks various DNC registries for compliance at the point of dial. The registries it checks includes federal, state, and others.
The action applies appropriate exemptions and blocks non-compliant calls. This ensures that organizations are compliant with DNC and TCPA regulations.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Virtual Agent Hub
New Supported Virtual Agent Providers
You can now integrate text- and voice-based virtual agents from the following providers with CXone:
- Amazon Lex V1 and V2
- Google Dialogflow CX
This release increases the options for virtual agent and bot integrations natively supported in CXone.
| 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.
MAX
Chat Enhancements
A security update involving HTML functionality on the agent side of a chat was announced specifically for MAX. It will instead be available in all agent applications.
Partner Applications - Voice Quality Metrics
Voice Quality Metrics Deployment to Three Additional Regions
It was previously announced that Voice Quality Metrics would be deployed in Canada, Japan, and the UK regions to support continuous WebRTC session monitoring. Deployment for these three new regions will be partial. Support for SIP interactions will be added in a later release. With this release, you will only be able to analyze the agent leg, or side, of interactions for agents who use MAXIntegrated Softphone.
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 Summer 2023 release but may be part of a future release.
ACD
Require Manual Accept
The Require Manual Accept setting will be added to the Details tab in ACD Skills. When enabled, it will require agents to manually accept or reject interactions for that ACD skill.
Admin
Ability to Restrict Email Domain Names
You will be able to restrict email domain names when creating users. If you enter a domain name outside of the allowed list, the user will not be created. This update will improve your security by only allowing access to users with authorized domains.
MAX
Require Manual 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.
Features Added to This Release
To see the following features in detail, select the product in the filter on the right.
Agent for Salesforce
- Record Type Field Added
API
- End-of-Life for Legacy API Authentication
Partner Applications - Adapters
- Support for More Users in Azure Directory
- Limited Creation of Presence Event Subscriptions
- Ability to View Programmatically-Created Users
- Setting Change for Adapters for Zoom
Cumulative Update Features
Cumulative Update 2
ACD
In addition to ACD skills, you can use routing attributes to narrow the pool of agents who are eligible to receive an interaction. For example, you could use a routing attribute to define which language the agent must speak. You could require that the agent have a license or certification. This gives you more control over which agents an interaction can route to, without creating a lot of ACD skills.
To set this up, you apply attributes to your agent user profiles. You then use Studio scripts to route interactions to agents. You do this based on the ACD skill and the chosen attribute. At this time, you can specify one routing attribute at a time.
Summer 2023 Cumulative Update 2
New Feature
This cumulative update includes the routing attributes feature.
For details, see the Cumulative Update Features section in the new features section of the release notes.
API
- The GET /agents API endpoint contained incorrect data for the isSupervisor field.
- The stateCode field didn't populate in the agent list or the agent details APIs.
Digital First Omnichannel
- Agents handling a digital chat couldn't place a manual outbound call.
Summer 2023 Cumulative Update 3
ACD
- When a script transferred a call to another skill, and that script included the LOGRECORDINGPRO Studio action, the wrong SIP endpoint was assigned to the call.
- When contacts initiated a CXone-powered chat from a company's website, allowed the chat to time out, and used the same browser tab to navigate to a different company's website and initiate another CXone-powered chat, the history of the first chat appeared in the new chat window.
- For chat ACD skills that use a v2 chat profile and an embedded script, the contact's pop-up window for the chat was blank.
Personal Connection
- The Details tab of a Personal Connection skill didn't show the assigned DNC group.
Reporting
- The Performance Management Agent States report always showed a duration of 0.
- The Monitored Calls data download report was blank.
Studio
- The Snippet editor didn't support reserved characters like periods and parentheses. Using these characters produced an error message.
- When a user exported a trace file and viewed it in a text editor, redacted variables were not hidden.
Feedback Management August and September 2023 Release
These features will be available later in the release cycle with deployments beginning on August 19, 2023, and completing September 10, 2023. We will send an email notification to your organization with your upgrade dates.
Updated Text Analytics Charts
Text analytics charts have been updated for improved display. Throughout the application, we have updated the term theme to topic.
Automated Text Analytics with Taxonomy
Currently, Automated Text Analytics analyzes text from your survey comments and places them into broad categories at one level. New implementations can be configured with a taxonomy to tag comments into specific sub-categories at deeper levels. This will let you easily view comments related to specific issues and see patterns in your data.
For example, you could have a top-level category like Customer Service. That could have a subcategory of Agent. That could break down into specific issues like Professionalism and Product Knowledge. This lets you see all comments related to agent professionalism or knowledge.
You will be able to export the tagged comments into your third-party BI tool for further analysis. This will help you improve your customer experience and make more informed decisions.
For clients that already are using Automated Text Analytics, adding the taxonomy feature requires a new implementation of Text Analytics with your new custom taxonomy. Reach out to your account manager for information on the commercials and process for a new implementation.
Manual Survey Entry Page Updates
With these updates, agents will be able to prioritize calls to customers who haven't responded and record feedback over the phone. This can improve response rates and customer loyalty. Updates to the page will include:
- Ability to customize your organization's workflow. You will be able to set it as the home page for your agents.
- Ability to select the display and order of 10 fields on the page to help agents prioritize their work list.
- Ability to include the survey language and invitation substatuses in an export.
- Ability to configure custom invitation substatuses to help manage the Manual Survey Entry workflow. For example, call again later. Agents will apply customer invitation statuses from the list you create.
- Ability for agents to update contact details.
- Support for all system fields in the filter.
Modern Survey Display Improvements
Changes to the Modern survey themes will make it easier for respondents to understand and answer the questions. The changes will include improvements to Scale question horizontal alignment. Horizontal scale will be best displayed with only two or three anchor labels. The first label will always be left-aligned. The right label will always be right-aligned. The middle labels will always be center-aligned.
If you need a label for each rating, you can display the scale vertically to make the labels easier to read on small screens:
August 2023 Minor Release Notes - Central
Important
What to do if you've been impacted
- Filter the data in the API response. For example, if you're using the NICE reporting API to get contacts, you can filter the results by the startDate and endDate of the contact. This API call also allows you to return and limit a top count of items. Refer to the API documentation that came with your script integration to determine what filtering you can use.
- Update the API request to return only the data you need. For example, if you're using the NICE reporting API to get contacts, you can use the contactId or agentId fields to return only relevant data. Refer to the API documentation that came with your script integration to determine what data limits you can use.
- If you can't do either of the previous options, build middleware.
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 major user interface (UI) changes. |
| Availability | When you can expect to see the feature in your environment.
On toggle — This is a major release. The feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when that is. On deploy — The feature is immediately available when the new release deploys to your environment. |
Learn about the platform requirements and FedRAMP support status for the Contact Center apps you use.
New Applications
Gryph Compliance for Contact Center
Gryph Compliance for Contact Center integrates Gryphon into Contact Center. It can protect your organization from violating dialing compliance rules. It checks outbound phone calls in real time against federal, state, legal, and company do not call (DNC) lists and rules. This includes DNC, Telephone Consumer Protection Act (TCPA), and consumer debt collections.
The GRYPHON DNC V2 Studio action applies legal exemptions and opt-outs. It then allows or blocks contacts.
Gryph Compliance for Contact Center includes these optional add-ons:
- Access
- CRM integration: Integrates CRM telephony and reporting with Gryph Compliance for Contact Center. It uses downloadable packages for Salesforce, Microsoft Dynamics, and HubSpot. Other CRM integrations are available with advanced compliance.
- Web service license: Manages certifications for marketing compliance. It also manages proprietary opt-in and opt-out data across campaigns and channels. The web service and API feed support large workloads. They tie into existing processes and workflows.
- Control
- Multi-channel support: Enforces compliance rules across all channels and outreach methods. This includes phone, SMS, email, and mail.
- Zip code-based locating: Uses the contact's zip code to determine their location instead of their area code.
- Contact frequency controls: Sets call attempt thresholds for contacts and campaigns. It can set these based on the day, the rolling calling window, or whether it's a landline or wireless phone number. This helps protect against overdialing.
- Data
- Real-time EBRs and consent: Applies available EBR exemptions to:
- - Federal and state DNC lists
- - Ported and wireless number block data
- Real-time EBRs and consent: Applies available EBR exemptions to:
This happens as part of real-time compliance and collections web services certification. They are not separate data processes.
- Litigator and plaintiff blocking: Finds and blocks phone numbers of:
- Known TCPA and DNC litigators
- Professional plaintiffs associated with consumer protection and have state and federal court filings.
This can help you cut exposure and litigation.
- Internal DNC expiration: Expires opt-out records from your internal DNC list according to federal and state requirements.
You need a license to use Gryph Compliance for Contact Center. You can bundle the access, control, and data add-ons, or you can use them individually. If you're interested in buying a license, contact your Contact Center Account Representative.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
API
Feedback Management Interactive Feedback API
This feature is available now. You can use the interactive feedback API to gather survey feedback. The API sends each question to your system and then returns the responses to Feedback Management in real time.
The API lets you enable surveys for each third-party digital touchpoint contacts use to interact with your brand. This includes legacy existing chat systems and internet-connected devices.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Workforce Management
Intraday Real-Time or Deferrable Data
You can now display Intraday data by either real-time or deferrable skills.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Feedback Management
Some of these features are already available. The ones that are not yet available will begin deploying in mid-August.
Automated Text Analytics with Taxonomy
Previously, Automated Text Analytics analyzed text from your survey comments and placed them into broad categories at one level. In this release, customers beginning the implementation process can opt for a configuration with taxonomy. With it, you can tag comments into specific subcategories at deeper levels.
For example, you could have a top-level category like Customer Service. That could contain a subcategory called Agent. That could break down into more specific issues like Professionalism and Product Knowledge. These granular categories let you see all comments related to specific issues and see patterns in your data.
You can export the tagged comments into your third-party BI tool for further analysis. This can help you improve your customer experience and make more informed decisions.
To use this feature, you must purchase professional services to configure your custom taxonomy. Contact your Contact Center Account Representative to begin.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Updated Text Analytics Charts
The UI for the text analytics charts has been improved. If your environment uses the new automated text analytics with taxonomy feature, the charts can drill down.
Throughout the application, including in these charts, the term theme changed to topic.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Manual Survey Entry Page Updates
Agents can prioritize calls to customers who haven't responded and record feedback over the phone. This can improve response rates and customer loyalty.
Updates to the page enable you to customize the page for your organization's workflow. Updates include:
- Ability to set it as the home page for your agents.
- Ability to select the display and order of 10 fields on the page to help agents prioritize their work list.
- Ability to include the survey language and invitation sub-statuses in an export.
- Ability to configure custom invitation sub-statuses to help manage the Manual Survey Entry workflow. For example, call again later. Agents apply customer invitation statuses from the list you create.
- Ability for agents to update contact details.
- Support for more system fields in the filter.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
VOC Basics Course
The course includes seven modules to help users understand the basics. These are critical to success of the design and execution of a direct feedback program. The modules focus on:
- Considerations and best practices related to VOC success factors
- Governance and organizational readiness
- VOC design, KPIs, and metrics
- VOC methodologies and analytics
- Reporting and action
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Email Invitation Open Status Reporting
This feature is available now. You can monitor the open status of an email invitation. This lets you confirm delivery and better track customer engagement.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Interactive Feedback API
This feature is available now. You can use the interactive feedback API to gather survey feedback. The API sends each question to your system and returns the responses to Feedback Management in real time.
For more details about this feature, select the API filter on the top right.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Modern Survey UI Improvements
This feature is available now. The scale question horizontal alignment has been improved. Horizontal scale is best displayed with only a low, high, and middle label. The first label is always left-aligned. The right label is always right-aligned. The middle label is always center-aligned. If you need a label for each rating, you can display the scale vertically to make the labels easier to read on small screens. These updates make it easier for respondents to understand and answer the questions.
The classic survey feature is not available for new customers.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Extended Latin America Support for ElevateAI Technology
This feature is available now. Support has been added for:
- Brazilian Portuguese
- Latin America Spanish High Accuracy
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Survey Follow-Up Orchestration in Agent
This feature is available now. When a customer completes an email survey, an alert goes to an email address you specify. If you want to route the alert to an agent for follow-up work, you can specify an email address that connects to an email skill or channel. This feature can improve issue resolution time and improve customer satisfaction.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Academy Updates
This feature is available now. The online training academy has been refreshed with new content and videos. This enables your staff to learn to use Feedback Management with online lessons, quizzes, and hands-on exercises. Three role-based courses were updated: End User, Follow-Up Owner, and Program Manager.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
2023 B2B and B2C Benchmarks Available
This feature is available now. The Research area of the application contains the B2B and B2C benchmarks for 2023. You can use the benchmarks to see what drives satisfaction in your industry.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Release Adjustments
These features are adjustments to those previously announced.
Features Added to This Release
To see the following features in detail, select the product in the filter on the right.
FEEDBACK MANAGEMENT
- VOC Basics Course
Summer 2023 Cumulative Update 5
ACD
- Points of contact no longer supported the pound symbol (#) in the name.
- When an administrator tried to turn everything off in the team Contact Handling settings while in single contact mode, an error appeared.
- In some environments, adding or editing dispositions to an ACD skill caused the system to time out.
API
- In v27.0, the agents/state-history call returned a 500 error.
Personal Connection
- System-applied dispositions sometimes changed to No Disposition, especially for calls with a short duration.
- XS scripting stopped correctly mapping the source to the outbound skill. It returned the error "The mapped destination type(s) does not match those allowed for the skill."
Reporting
- In the Contact History report and on the Interactions page, some outbound calls were missing their call recordings.
- Some contact IDs didn't appear in the Contact History report.
Studio
- The WHISPER action caused errors and resulted in crosstalk and dropped calls.
- In scripts run for MAX, the INDICATE action couldn't enter the Off state.
- In scripts for Personal Connection ACD skills, the WAIT action was sometimes ignored, causing all interrupting contacts to be stuck in queue.
CXone WFM
- CXone WFM Real Time Adherence (RTA) refreshed slowly.
- CXone WFM Schedule Manager prompted Jan 2024 when selecting week of Jan 2023.