MAX

Simplified Login Screen
 
On the MAX login screen, the Phone Number and Station ID header will be replaced by a single header called Voice Connection. The screen will prompt the agent to choose a phone number, a station ID, or Integrated Softphone. If an agent only has Integrated Softphone available as a voice connection, the selection screen will be bypassed and MAX will automatically load, streamlining the login process for the agent.
 
Previously, the security profile had to include either a phone number or station voice connection in order for MAX to appear in the application launcher in Admin. With this update, MAX will be available and selectable even if the only voice connection for the agent is Integrated Softphone.
Customer Request X UI Change Future Enablement X
Improved Control Over Digital First Omnichannel Channels
 
Agents will be able to accept and reject incoming digital contacts in the same way as traditional channels. Adding this option will allow agents to reject additional interactions when they feel like they have reached capacity. 
Customer Request X UI Change Future Enablement X
Configuration for the Agent Phone Number Timeout
 
The agent voice timeout for phone numbers and Integrated Softphone will be configurable down to an individual agent level. The default value will be set by the tenant so no configuration will be needed to maintain the current behavior. This setting will allow managers to use a separate timeout for different groups of agents. For example, this could be useful when a contact center has both inbound and outbound teams.
Customer Request X UI Change Future Enablement X
Hide Ability to Create Commitments
 
You will be able to hide the ability to create commitments, preventing agents from using this feature. This configuration will be controlled by a new permission in Roles.
Customer Request UI Change Future Enablement X
Button for Displaying Visual Notifications
 
 A new button in the A/V notifications configuration screen will prompt MAX to check that the agent's browser has permissions for visual notifications (toasts). If it has permissions, the agent experience won't change. If it doesn't have permissions, the Visual section will only show the Enable Visual Notifications button. This will make it easier for agents to see if the browser is preventing visual notifications.
Customer Request X UI Change Future Enablement X
Custom Workspace Updates
 
All custom workspaces will load by default when launching MAX. Only the first custom workspace will be visible, but the second and third custom workspaces (if configured) will be loaded in the background. This will allow custom workspace content to be available automatically when an agent logs in.
Customer Request X UI Change Future Enablement X
Internet Explorer Support Discontinued
 
To support functionality available to modern browsers, Internet Explorer will no longer be supported with MAX.
Customer Request X UI Change X Future Enablement X

Media Services

Improved Unicode Support
 
Improved Unicode support will increase the ability for ASR and TTS to work with Google Dialogflow and other AI solutions. This affects languages such as Arabic or Japanese that use unique characters.
Customer Request X UI Change X Future Enablement X
Enhanced Answering Machine Detection
 
Support for the new Studio action for Personal Connection:
 
This new action will improve answering machine detection and accurate delivery of messages without requiring a custom script.
Customer Request X UI Change X Future Enablement X

Contact Center Performance Management

The following features are expected to be released in late October.
FedRAMP Availability 
 
Performance Management will be available for FedRAMP users as long as it isn't inside the FedRAMP environment. This will make it available for use for FedRAMP organizations.
Customer Request X UI Change X Future Enablement X
Interactive Charting
 
For select modules, you will be able to select specific rows of data and create a chart. This will allow you to better illustrate and view the selected data.
Customer Request X UI Change X Future Enablement X
French Canadian Language Support
 
Performance Management will be supported in French Canadian. This will enable more users to use Performance Management in their native language.
Customer Request UI Change X Future Enablement X
Okta as an Identity Provider
 
You will be able to use Okta for single sign-on (SSO) with Performance Management.
Customer Request X UI Change X Future Enablement X
Prompt on Data Limitations
 
When you are configuring Date & Time settings, you will be prompted to revise your selections if you request too much data. This will show you data limits sooner.
Customer Request X UI Change Future Enablement X
Company Group Settings
 
You will be able to select a company setting to display data for all active groups in your organization. Without this setting, you will only be able to select groups that have data within your specified date range.
Customer Request UI Change X Future Enablement X
Audit Log
 
A new audit log page will be added to display when items were created, edited, and deleted. This log will help create transparency for users. 
Customer Request X UI Change X Future Enablement X
Security Policy Requirement on New Roles 
 
Every new role you create will require a security policy. You will have the option of using a default policy that provides medium-level password security.
Customer Request X UI Change X Future Enablement X
Quality Management API for Detailed Reports
 
If your organization uses Quality Management, you will be able to import your Quality Management data into Performance Management with more detailed reports. This enhanced integration will allow for a deeper dive into the detailed data.
Customer Request UI Change X Future Enablement X
Enhanced Hierarchy 
 
Performance Management will support additional group and recording hierarchies for attributes. 
Customer Request UI Change X Future Enablement X
Forms Page Redesign
 
The Survey, Coaching, and QA form builder will be redesigned to become more uniform with other areas of the application. This will create a more unified user experience. 
Customer Request X UI Change X Future Enablement X
Publicly Accessible About Page
 
The About page will be publicly accessible and will contain names of the third-party licenses being used.
Customer Request X UI Change X Future Enablement X
Multi Dimension Module
 
This module will allow you to filter data with a primary and secondary grouping. For example, you could display data for both agent name as a primary grouping and skill as a second grouping. This will simplify your dashboard and your access to data.
Customer Request X UI Change X Future Enablement X
Avatar Accessories
 
Agents will be able to use tattoos to personalize their avatars. They will also be able to outfit their avatar pets with accessories. These accessories will allow agents to engage more with their avatars and pets. 
Customer Request X UI Change X Future Enablement X
Games Admin Assign Display Updates
 
When assigning groups to a gamification game, the Games Admin Assign display will update to only show 21 groups. This will allow for reduced scrolling when a large amount of groups have been selected, and it offers a more streamlined view for admins.
Customer Request
UI Change X Future Enablement X
Missed Rewards Module
 
This module will show when agents have missed opportunities to win rewards during games and challenges. 
Customer Request X UI Change X Future Enablement X
Update to Hours Included Module Setting
 
The hours included slider for the time settings will allow you to select a range past midnight. This will help reflect data more accurately for employees who work shifts spanning two days.
Customer Request UI Change X Future Enablement X
Wallboard Random Theme Selection
 
You will be able to select a new setting for Racing wallboard slides. This setting will randomly apply a slide theme when displaying the wallboard.
Customer Request X UI Change X Future Enablement X
Wallboard Racing Themes
 
New themes will be available for Racing slides. 
Customer Request X UI Change X Future Enablement X
Challenges on Wallboards
 
A Challenges slide will be added to show ongoing challenges. This will allow greater visibility to lead to more agent participation. 
Customer Request X UI Change X Future Enablement X
Marketplace and Coaching Admin Page Style Updates
 
The Marketplace and Coaching Admin Page will be updated to have a new look and feel.
Customer Request X UI Change Future Enablement X
Acknowledge Coaching Sessions
 
You will be able to create an acknowledgment statement for coaching sessions that the agent will accept during coaching sessions.
Customer Request X UI Change X Future Enablement X

Contact Center Performance Management (AX) Only

Disposition Module
 
A disposition module will be added to show dispositions count, disposition percent, and AHT for each disposition. 
Customer Request X UI Change X Future Enablement X