Personal Connection

New Studio action: PlaceCallwAMD
 
This action will be an improvement on the existing PlaceCall action. It will include Laydown functionality for automated handling of answering machine messages.
Customer Request X UI Change X Future Enablement X
Contact Center Signing for SHAKEN Attestation
 
In accordance with the United States FCC mandate to implement SHAKEN signing, Contact Center has received signing authority and will sign all calls initiated from Contact Center with Full (A-level) attestation. Contact Center will verify all caller ID values being used to confirm they align with the businesses using them. Unresolved concerns with unverified caller IDs will result in downgrading the traffic for them to B-level attestation.
The Global Caller ID field within each Business Unit will need to contain a valid phone number that belongs to you. This will be the value Contact Center uses to verify the business entity. If you want to display an anonymous presence on a call, you will be able to override the caller ID at the skill or record level with a blank caller ID.
 
Outbound calls made using a phone number with A-level attestation create trust with customers that they are not receiving an unwanted robocall, so A-level phone numbers yield higher answer rates.
 
This feature will only be available in the United States. 
Customer Request X UI Change X Future Enablement X
New System Dispositions Blocking Robocalls
 
New system dispositions will track the required feedback from carriers related to call blocking efforts. If the call is blocked by customer request or by analytic engines, they will be required to return a specific SIP message. These will surface as two new outcomes you will be able to control on the Retry Management page.
 
This will enable you to take corrective action to increase answer rates. These blocked calls are associated with the TRACED Act passed by the United States Congress, and the feature will only be available in the United States. 
Customer Request X UI Change X Future Enablement X

Quality Management

New Digital Channels in the QP Filter
 
When creating a quality plan, QM managers will now be able to search for interactions based on these new digital channels:
  • Custom 
  • Viber Messenger
The digital channels listed in the QP will depend on the channels that are supported for your organization.
Customer Request X UI Change Future Enablement
Work Item in the QP Filter
 
When creating a quality plan, QM managers will now be able to search for interactions based on work item filter with screen recording.
 
This filter will be listed in the QP depending on the tenant supported for your organization.
Customer Request X UI Change Future Enablement
Auto-Response Evaluations
 
When creating a form, QM managers will now be able to configure auto-response rules for questions by setting categories. Based on the selected categories, the QM app will automatically respond to the evaluation form questions matching the categories associated with the interaction. This will help the evaluators to complete evaluations faster, as many of the questions in the form will already have answers filled in for them. Evaluators will be able to review the responses and change them if needed.
 
The View permission will be required to use Analytics Category Manager. In Contact Center, go to Admin > Security > Roles and Permissions, the permissions will be under QM Tools > Category Manager.
 
The auto-response rules option in a form will be one of the features offered as part of the QM Advanced license, previously known as QM Analytics.
Customer Request X UI Change Future Enablement
BI Report Enhancement: Evaluation Question and Answer Details
 
For the Evaluation Question and Answer Details report, you will be able to specify the form version to generate report.
 
Previously, you were able to view the report of the most recent form version. With this release, you will have the option to select the specific form version to generate a detailed report.
 
The generated report will have 4 additional fields:
  • Workflow status
  • Display status
  • Evaluation flow trigger
  • Type
Customer Request X UI Change Future Enablement X

Recording (Contact Center)

New Digital Channels
 
Contact Center Recording will now support additional digital channels: Custom, Viber Messenger, and Work Item.
 
You will be able to: 
  • Define recording policies to record agent screen activity while working on these digital interactions. 
  •  Search for these digital interactions. 
  • View the digital interaction transcript and play back screen recording. Work items do not have a transcript. 
Customer Request X UI Change Future Enablement
Control User Access Based on RBAC Settings: Skills
 
Previously, in the Interactions app, you were able to see and access interactions based on teams in the views assigned to you.
 
With this release, you will be able to see and access interactions based on teams or skills. This will depend on the views assigned to you.
Customer Request X UI Change Future Enablement
Continue Recording Interactions After Applying Disposition
 
For recording policies, a new setting will now be available to continue recording an interaction after an agent applies the disposition. Currently, when an agent applies the disposition, the ACW recording stops. You will now be able to define whether to continue recording by setting the option as On. Contact Center Recording will continue to record interactions for the duration set in the after-call work (ACW) field in the recording policy.
Customer Request UI Change Future Enablement
ScreenAgent Support for MAC OS
 
ScreenAgent will now be supported on MAC OS for screen recording and screen monitoring.
Customer Request UI Change X Future Enablement X
Integration with Feedback Management
 
Customers with Feedback Management will be able to view the feedback management survey response. In the Interactions app's search results, the tooltip for the percentage score will have a link to the survey form.
Customer Request X UI Change Future Enablement
Contact View - Interactions Enhancement
 
In the Interactions app, you'll now be able to view all the segments of an interactions within a contact and play the entire contact. 
 
A segment is an interaction between two parties, such as a customer and an agent. Each segment represents a stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult. A contact is the complete interaction. The contact is comprised of one or more segments. 
Customer Request X UI Change Future Enablement

Reporting

BI Report Enhancement: Evaluation Question and Answer Details
 
For the Evaluation Question and Answer Details report, you will be able to specify the form version to generate report.
 
Previously, you were able to view the report of the most recent form version. With this release, you will have the option to select the specific form version to generate a detailed report.
 
The generated report will have four additional fields:
  • Workflow status
  • Display status
  • Evaluation flow trigger
  • Type
Customer Request X UI Change Future Enablement X
New BI Report: Agent Behavior Insights
 
Using the Agent Behavior Insights report, QM managers will now be able to view behavior insights for agents and their associated interactions, including a summarized score at the team level. This report will be a part of the new Contact Center BI reporting tool. 
 
To use this report, you must have these permissions (go to Admin > Security > Roles and Permissions):
  • Reporting > General BI Permissions > Report Viewer
  • Reporting >BI Reports > Agent Behavior Insights
The Agent Behavior Insights report will be the first feature offered as part of the new QM Premium license. This feature will only be available when your tenant has both the QM Advanced and QM Premium licenses enabled. Contact your RingCentral Account Representative for more information. 
Customer Request X UI Change Future Enablement
Hide Agent Identity Information Permission
 
This permission will prevent agent identification information from displaying with performance-based metrics. 
Customer Request X UI Change Future Enablement X
New SFTP Protocol
 
 If you use an SFTP server for custom reporting, you will have the option to use an SSH or SSH2 protocol. 
Customer Request X UI Change Future Enablement X

Studio

Installer Support for x86 and x64 OS Versions
 
To streamline the installation and upgrade process, the Studio installer will be updated to use either a 64-bit or a 32-bit installation, depending on the user's OS version. 
Customer Request
UI Change X Future Enablement X
Script Validation to Prevent Not Found State for Contacts
 
Studio will validate all scripts during the save process to ensure that scripts called by actions such as Spawn or RunScript are active and valid scripts. Studio will display an error message when: 
  • An action calls a script that is invalid or inactive, 
  • Someone attempts to delete or deactivate a script that is called by an action.
This will prevent contacts from being placed in the Not Found state as a result of invalid or inactive scripts. Having large numbers of contacts in the Not Found state places a high demand on system resources, which can slow the entire system down. 
Customer Request UI Change Future Enablement X
New Studio Action: ScriptCount
 
ScriptCount will provide a count of the number of Studio scripts currently active in your business unit. This will be helpful for organizations that want to use the total number of scripts actively running in their business unit in other scripts. 
Customer Request
UI Change X Future Enablement X
New Studio Action: AskCaller
 
The AskCaller action will allow you to integrate digital scripts into your Digital First Omnichannel live chat and chat messaging channels. This is a new AskCaller action. The existing AskCaller action is for Chat script types, but the new action is for digital script types. Digital scripts must be created and implemented by NICE Contact Center Expert Services. See the Digital First Omnichannel section of these Coming Soon notes for more information. 
Customer Request X UI Change X Future Enablement X
New Studio Action: PlaceCallwAMD
 
The PlaceCallwAMD action will allow you to improve answering machine detection (AMD) and message delivery. See the Personal Connection section of these Coming Soon notes for more information. 
Customer Request X UI Change X Future Enablement X
Digital First Omnichannel Updates 
 
Studio will receive several updates to support new Digital First Omnichannel features. See the Digital First Omnichannel section in these Coming Soon notes for more information. 

Voice Access

911 Enhancements
 
911 enhancements will include:
  • An Emergency Call Default Callback Phone field in the Business Unit. It will specify a callback phone number if a 911 call is disconnected prematurely. 
  • Full physical address and address verification fields in the user location settings. These fields also appear in the ACD user bulk upload and APIs.
Customer Request UI Change X Future Enablement X
The verified address will be referenced to deliver 911 calls directly to the local Public-Safety Answering Point (PSAP) rather than routing it through the National Emergency Center first. This will enable quicker response times from local first responders and provide compliance with Ray Baum's Act. 
 
This feature will only be available in the United States.
Customer Request X UI Change Future Enablement X

Workforce Management (Contact Center)

What-If Enhancements 
 
While forecasting, you can create an alternate forecast. This allows you to make changes to the original forecast and see how these changes will affect scheduling.
Up until now, you could decide to generate a staffing plan based on the main forecast only.
 
With this release, you'll be able to generate both staffing plans in the same forecast job. They will have the main and alternate plans to choose from when they generate schedules.
 
This will only be available with the WFM Advanced license.
Customer Request X UI Change Future Enablement X
Payroll API
 
You'll be able to enrich your WFM data using payroll codes:
  • You'll be able to assign payroll codes when you create or edit an activity code.
  • Using an API, you'll be able to extract payroll data from Contact Center for external reporting purposes.
The data will contain the agent's name and scheduling unit, the payroll code, the date, time, and duration of the activities from their WFM schedule.
 
Using the WFM Payroll API will require a new permission. In Contact Center, go to Admin > Security > Roles & Permissions, the permission will be under WFM > Data Extraction API > WFM Payroll API.
Customer Request X UI Change Future Enablement X
Control User Access Based on RBAC Settings: Scheduling Units 
 
WFM will allow you to limit access to user information using the Views feature in Contact Center Admin Security. Currently, everyone has access to all user information in WFM.
When you're in WFM, you'll see information for only the users in the teams or scheduling units assigned to your view. 
Customer Request X UI Change Future Enablement X
Weekly Rules and Shift Bidding Enhancements 
 
With the weekly rules and shift bidding enhancements, you'll be able to:
  • Use weekly rules for bidding templates.
  • Create or edit weekly rules directly from the bidding template.
  • Create multiple weekly rules for agents to bid on within a weekly schedule.
Customer Request X UI Change Future Enablement X