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Release Notes > Contact Center User Hub
Release Notes

RingCentral Contact Center User Hub

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

Coming Soon in the 24.2 Release – User Hub

This page shows the products and features currently planned for the 24.2 release cycle, which begins on 21 May 2024 and ends on 25 July 2024. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle, but you will have them all by 25 July 2024.

 

The online help continues to reflect the previous version of the product being used by most customers. Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.

Customer Request The feature was developed by customer request.
UI Change The feature introduces 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 CXone Account Representative.
 
  • When you can expect to see the feature in your environment.
    • On toggle— This is a major release. The feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when that is.
    • On deploy—The feature is immediately available when the new release deploys to your environment.

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

Global Changes

User Account Switching

Currently, if you have multiple CXone accounts, the only way to switch between them is to log out and back in again with the other account. In this release, you will be able to define a primary account and then have your secondary accounts linked to it. This update will allow you to switch between your accounts without having to log out and back in again. You will have to log in to your primary account before you can switch between your primary and secondary accounts.

Customer Request UI Change Availability

GA

On toggle

Removed Applications and Features

Preferred Agent Settings Removed from Digital Experience Routing Page

The Preferred agent - Route to preferred agent, Preferred agent - Fallback time, and lock settings will be removed from the Digital Experience Routing page. The settings will instead appear on the ACD skill settings page for digital skills only. This will allow you to configure the settings on a per-channel basis instead of using one setting for the whole organization.

 

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

Customer Request UI Change Availability

CR

On toggle

Reports Tab Removed from Digital Portal

The Reports tab in the Digital portal will be removed. It will no longer be available for new customers. CXone Dashboard will become the source for digital reporting. This will make it simpler to access digital reporting data.

Customer Request UI Change Availability

GA

On deploy

End of Support for WeChat Messaging Channels in Digital Experience

Starting April 30, 2024, Contact Center will no longer support direct integration for WeChat messaging channels. However, you will be able to use Bring Your Own Channel (BYOC) to integrate WeChat with Contact Center through our partner.

Customer Request UI Change Availability

GA

On deploy

Google Cookie Deprecation

Google will deprecate their third-party cookies by the end of 2024. Because of this, you may see issues in your Agent for SCV screen pops. To prevent issues from Google's cookie deprecation, you will need to enable clickjack protection in your Salesforce application. You will also have to add two URLs as trusted domains. This update will also help protect you from clickjack attacks.

 

For more details about clickjack protection, select the Agent for SCV filter on the top right.

Customer Request UI Change
Availability

GA

On deploy

New Applications

Interactions Hub

CXone Interactions Hub will provide a centralized application that simplifies contact center compliance and risk management. It will use analytics and automated workflows to identify and mitigate compliance risks.

 

This application will secure adherence to evolving regulatory standards and will also enhance customer experience. It will do this by unifying interactions across audio and digital channels into one seamless solution. Interactions Hub will support native and migrated calls.

 

The Risk Detection board in the Interactions Hub will proactively scan the Contact Center environment, identifying PCI risks. These risks will be shown on the dashboard, allowing you to start deleting interactions immediately or to create a Deletion policy that will include the identified interactions.

 

By creating policies in the Interactions Hub, you will gain control over your contact center compliance management. You will configure data policies to automatically deal with known risks or those flagged by Interactions Hub in the Risk Detection board. This release will include Deletion, Litigation Hold and Litigation Release policies.

 

Whether it’s compliance adherence or internal guidelines, the Interactions Hub will ensure consistent and efficient risk mitigation.

Customer Request UI Change Availability

CR

On toggle

Migrated Calls

Migrated Calls will allow you to seamlessly migrate historical call data (users, metadata, media) from various sources into the Contact Center platform. This will simplify data management by consolidating all calls in a single platform, enhance user experience, allow decommissioning of on-premises infrastructure, and promote business continuity.

 

After the migration is complete, you will be able to:

  • Search and play back migrated calls from Migrated Interactions in the Interactions application. If you’re part of the Interactions Hub CR group, you’ll find the Interactions Search application under the Interactions Hub.
  • Manage migrated calls using NICE CXone recording applications.

The following systems will be supported in this release:

  • NICE Legacy Systems: Playback Portal Generic DB, Uptivity
  • External Recording Systems: Verint, Genesys, Calabrio, Witness, Red Box, Avaya

Customer Request UI Change Availability

CR

On toggle

Enlighten Copilot for Supervisors

Enlighten Copilot for Supervisors, an AI-driven tool for supervisors, will provide you insights and context into critical real-time issues. It will enable you to prioritize real-time tasks and guide you to make informed and data-driven decisions.

 

In this release, Enlighten Copilot for Supervisors will include:

  • Urgent assist alerts: You will be instantly notified when any urgent situation requires your immediate assistance.
  • Insights for negative sentiment alerts: You will gain insights into the underlying reason for the negative sentiment, along with a summary of the ongoing call. These insights will provide a context and help you drive effective monitoring assistance.

These features will only be supported for voice contacts.

Customer Request UI Change Availability

CR

On toggle

ACD

Preferred Agent Settings in Digital Experience Skills

Currently, you use the Digital Experience Routing page to set preferred agent settings for all Digital Experience interactions in your organization. In this release, you will set the preferred agent routing settings in the ACD Skills page. This will allow you to select a different routing method for each Digital Experience skill instead of having one setting for your whole organization.

 

The Preferred agent - Route to preferred agent, Preferred agent - Fallback time, and lock settings will be transitioned from the Digital Experience Routing page. For Digital Experience skills only, the ACD skill settings page will include these Evaluation Criteria options: 

  • Skill Proficiency: Routing decisions favor agents with higher proficiency levels in the channel.
  • Preferred Agent: Routing decisions favor the agent who last handled the same case or the same customer.

If you choose Preferred Agent, you enable these fields:

  • Focus Metric: Whether to prefer the agent last assigned Per Case or Per Customer.
  • Focus Lock: Whether to wait for the preferred agent When Offline or only When Available.
  • Fallback Time: The number of minutes to wait for the preferred agent before routing to another agent.

Your existing Digital Experience skills will continue to use your previous organization-level settings. However, you will be able to edit the new routing settings for those skills as needed.

 

You must have dynamic delivery enabled to use this feature.

Customer Request UI Change Availability

CR

On toggle

Improved Performance of Advanced Routing

The ACD will be able to remove invalid interactions from the contact matching system. This will decrease the risk of downtime. It will also improve the stability and scalability of contact matching.

Customer Request UI Change
Availability

GA

On deploy

Admin

Update Inactive Employee Records with the Bulk Upload Portal

Currently, you can only change the status of inactive employee records manually on the Employees page. In this release, you will be able to download inactive employee records with the Bulk Upload Portal. The inactive records will download with all other active and pending employee records. Inactive records will be listed as Inactive in the Status column of the file. When you edit these records and then upload in the Bulk Upload Portal, it will update the records in Contact Center. This update will allow you to activate and edit inactive employee records in bulk.

Customer Request UI Change Availability

GA

On toggle

Set Up Single Logout with OpenID Connect Login Authenticators

Currently, logging out of CXone does not log users out of their OpenID Connect external identity provider (IdP). Users have to log out of both applications separately. In this release, when users log out of CXone, they will also be logged out of their IdP. This functionality is known as single logout. To configure single logout with your IdP, you will have to enter an End Session Endpoint in your OpenID Connect login authenticator. This field will automatically be filled in if you enter a discovery endpoint from your IdP. If you do not have a discovery endpoint, then you can edit the field manually. This update will make it easier for users to log out of CXone and their IdP.

Customer Request UI Change Availability

GA

On toggle

Upload GDPR Requests in a New Privacy Page

As part of the EU's General Data Protection Regulation (GDPR), end users have the right to erasure. This means if a contact requests that you delete their data, you have to delete or anonymize all their personal information. This includes the information housed in CXone. Currently, to erase their information , you have to manually forward their request to CXone. In this release, you will be able to upload these GDPR requests on a new privacy page in Admin. You will be able to upload the requests manually on the privacy page or in bulk with a bulk upload template. CXone will only be able to identify your contact through their phone number or email address. This update will make it easier to comply with the GDPR.

Customer Request UI Change Availability

GA

On toggle

Global Settings Permission for CXone Supervisor

A new permission, Global Settings, will be added under Supervisor General Permissions. When enabled, you will be able to view the Settings page and edit the global settings.

 

Enabling the options under the Global tab in the Settings page will notify agents upon the supervisor's actions.

 

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

Customer Request UI Change Availability

GA

On toggle

CXone Agent

Support for Enlighten Copilot for Agents in PWA

Enlighten Copilot for Agents is an AI-powered agent assist application. It generates interaction summaries, suggests responses agents can send to contacts, and more. Currently, Copilot for Agents is only available in the browser version of CXone Agent and CXone Agent Embedded for Salesforce. In this release, it will also be available in the CXone Agent progressive web app (PWA).

Customer Request UI Change Availability

GA

On deploy

Automated Language Translation

Agents will be able to send and receive translated messages in real time. This will enable them to interact with contacts who speak a different language.

Customer Request UI Change Availability

GA

On deploy

Co-Browse

Agents will be able to share browser sessions with contacts. This will enable them to share information faster.

Customer Request UI Change Availability

GA

On deploy

Preview Interactions

When agents click a digital interaction in Search, it will open as a preview. Previews will also open from the Contact History section of the Customer Card. In these previews, agents will be able to review and reply to the interaction without it being assigned to them.

Customer Request UI Change Availability

GA

On deploy

Enhancements to Search

The following changes will be made to the Search page in CXone Agent:

  • Bulk Assign: Agents will be able to assign up to five interactions at a time to themselves or another agent.
  • Bulk Reply: Agents will be able to send the same reply to multiple contacts at once.
  • Bulk Status Change: Agents will be able to change the status of multiple interactions at once.
  • Customers Tab: On this new tab, agents will be able to search for specific contacts.
  • Messages Tab: On this new tab, agents will be able to search for specific messages.
  • Threads Tab: On this new tab, agents will be able to search for specific threads.
  • Additional Queries: New queries will be added to the drop-down on the left side of the search bar. These queries will allow you to filter the search results by:
    • Owner Assignee
    • Inbox Assignee
    • Thread ID
    • Title
    • Status
    • Author
    • Custom Field
  • Apply Multiple Filters: Agents will be able to select multiple Filters to apply to the search.
  • Export Results: Agents will be able to export their search results as a file sent to their email address.

Customer Request UI Change Availability

GA

On deploy

Download Email Transcripts

Agents will be able to download the full transcript of an email interaction as a PDF. It will not include attachments. This will be supported for:

  • Chrome, Edge, and Island browsers.
  • ChromeOS, macOS, and Windows operating systems.

Customer Request UI Change Availability

GA

On deploy

Email Interaction Transcripts to Contacts

Agents will be able to send the full transcript of an interaction to a contact's email address. This will apply only to private digital channels.

Customer Request UI Change Availability

GA

On deploy

Enhancements to the CRM Integration Experience

The following changes will be made to the CRM integration experience for CXone Agent:

  • Data Memorialization for Interaction Transcripts: You will be able to map the full transcription of a digital interaction to a field in the CRM record.
  • CRM Record Preserved During Transfer: When an interaction is transferred, the receiving agent will see the information gathered in the CRM record during the contact's time with the previous agent. This will apply to voice and digital interactions.
  • Add Information to Binded Fields: Currently, binded fields in CRM records are only populated by search results or a list of options. In this release, you will be able to configure a workflow payload to add hard-coded information to a binded field.
  • Support for Workflow Action Wizards in CXone Studio: The wizards for the WORKFLOW EXECUTE action and AGENT WORKFLOW CONFIGURATION action will be supported in CXone Studio.

Customer Request UI Change Availability

GA

On deploy

Chat Fingerprint

When a digital chat is open, information about the contact's device will be available at the top of the interaction space under View Details. This information is called the chat fingerprint. It includes:

  • OS (operating system)
  • Browser
  • Language
  • IP address
  • Location
  • Country

Customer Request UI Change Availability

GA

On deploy

Support for Digital Forms

CXone Agent will display the contact (case) forms you configure in Contact Center. They will display at the top of the interaction space under View Details.

Customer Request UI Change Availability

GA

On deploy

Interaction Activity Section in Customer Card

A new section called Interaction Activity will be added to the customer card. It will list the statuses and agents that were assigned to the interaction in the past.

Customer Request UI Change Availability

GA

On deploy

Support for Interaction-Segment-Based Views

CXone Agent will restrict agents' access to interactions based on the interaction-segment-based views you create in Contact Center. Agents will only see interactions for the teams and skills you select in the view.

Customer Request UI Change Availability

GA

On deploy

UI and UX Improvements

The following changes will be made to the CXone Agent user interface:

  • Download All Attachments: Agents will be able to select the option to Download all attachments from an email.
  • Rich Text Editor: A new text editor will allow agents to format the body of a message. They will be able to change font size and color, add tables, and insert inline images.
  • Horizontal Scroll Bar for Emails: Email responses will no longer be wrapped. A horizontal scroll bar will appear at the bottom.

Customer Request UI Change Availability

GA

On deploy

Support for WatchRTC SDK

You will be able to enable the WatchRTC SDK for CXone Agent. The WatchRTC SDK reports agents' audio quality. It identifies issues and possible solutions.

 

For more details about this feature, select the Partner Applications filter on the top right and scroll down to Voice Quality Metrics.

Customer Request UI Change Availability

GA

On deploy

Request Coaching

Agents will be able to access and request coaching sessions from the WEM agent space in CXone Agent.

Customer Request UI Change Availability

GA

On toggle

Agent Assist Hub

Custom Agent Assist Integrations

Currently, Agent Assist Hub custom integrations are in controlled release. In this release, they will become generally available.

 

Custom agent assist integrations allow you to use any agent assist application with Contact Center. This is helpful for organizations that use an agent assist application that isn't natively supported in Agent Assist Hub. Custom integrations require additional planning and custom scripting.

Customer Request UI Change Availability

GA

On toggle

CXone Agent Embedded

Bi-Directional Presence Sync in Salesforce

You will be able to set up bi-directional presence sync for CXone Agent Embedded for Salesforce and the Omni-Channel widget. When the agent's state changes in one of these apps, it will change in the other.

Customer Request UI Change Availability

GA

On deploy

Support for Enlighten Copilot for Agents in PWA

Enlighten Copilot for Agents is an AI-powered agent assist application. It generates interaction summaries, suggests responses agents can send to contacts, and more. Currently, Copilot for Agents is only available in CXone Agent and CXone Agent Embedded for Salesforce. In this release, it will also be available in CXone Agent Embedded for HubSpot, Kustomer, Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.

Customer Request UI Change Availability

GA

On deploy

Automated Language Translation

Agents will be able to send and receive translated messages in real time. This will enable them to interact with contacts who speak a different language.

Customer Request UI Change Availability

GA

On deploy

Co-Browse

Agents will be able to share browser sessions with contacts. This will enable them to share information faster.

Customer Request UI Change Availability

GA

On deploy

Preview Interactions

When agents click a digital interaction in Search, it will open as a preview. Previews will also open from the Contact History section of the Customer Card. In these previews, agents will be able to review and reply to the interaction without it being assigned to them.

Customer Request UI Change Availability

GA

On deploy

Enhancements to Search

The following changes will be made to the Search page in CXone Agent:

  • Bulk Assign: Agents will be able to assign up to five interactions at a time to themselves or another agent.
  • Bulk Reply: Agents will be able to send the same reply to multiple contacts at once.
  • Bulk Status Change: Agents will be able to change the status of multiple interactions at once.
  • Customers Tab: On this new tab, agents will be able to search for specific contacts.
  • Messages Tab: On this new tab, agents will be able to search for specific messages.
  • Threads Tab: On this new tab, agents will be able to search for specific threads.
  • Additional Queries: New queries will be added to the drop-down on the left side of the search bar. These queries will allow you to filter the search results by:
    • Owner Assignee
    • Inbox Assignee
    • Thread ID
    • Title
    • Status
    • Author
    • Custom Field
  • Apply Multiple Filters: Agents will be able to select multiple Filters to apply to the search.
  • Export Results: Agents will be able to export their search results as a file sent to their email address.

Customer Request UI Change Availability

GA

On deploy

Download Email Transcripts

Agents will be able to download the full transcript of an email interaction as a PDF. It will not include attachments. This will be supported for:

  • Chrome, Edge, and Island browsers.
  • ChromeOS, macOS, and Windows operating systems.

Customer Request UI Change Availability

GA

On deploy

Email Interaction Transcripts to Contacts

Agents will be able to send the full transcript of an interaction to a contact's email address. This will apply only to private digital channels.

Customer Request UI Change Availability

GA

On deploy

Enhancements to the CRM Integration Experience

The following changes will be made to the CRM integration experience for CXone Agent:

  • Data Memorialization for Interaction Transcripts: You will be able to map the full transcription of a digital interaction to a field in the CRM record.
  • CRM Record Preserved During Transfer: When an interaction is transferred, the receiving agent will see the information gathered in the CRM record during the contact's time with the previous agent. This will apply to voice and digital interactions.
  • Add Information to Binded Fields: Currently, binded fields in CRM records are only populated by search results or a list of options. In this release, you will be able to configure a workflow payload to add hard-coded information to a binded field.
  • Support for Workflow Action Wizards in CXone Studio: The wizards for the WORKFLOW EXECUTE action and AGENT WORKFLOW CONFIGURATION action will be supported in CXone Studio.

Customer Request UI Change Availability

GA

On deploy

Chat Fingerprint

When a digital chat is open, information about the contact's device will be available at the top of the interaction space under View Details. This information is called the chat fingerprint. It includes:

  • OS (operating system)
  • Browser
  • Language
  • IP address
  • Location
  • Country

Customer Request UI Change Availability

GA

On deploy

Support for Digital Forms

CXone Agent will display the contact (case) forms you configure in Contact Center. They will display at the top of the interaction space under View Details.

Customer Request UI Change Availability

GA

On deploy

Interaction Activity Section in Customer Card

A new section called Interaction Activity will be added to the customer card. It will list the statuses and agents that were assigned to the interaction in the past.

Customer Request UI Change Availability

GA

On deploy

Support for Interaction-Segment-Based Views

CXone Agent will restrict agents' access to interactions based on the interaction-segment-based views you create in Contact Center. Agents will only see interactions for the teams and skills you select in the view.

Customer Request UI Change Availability

GA

On deploy

UI and UX Improvements

The following changes will be made to the CXone Agent user interface:

  • Download All Attachments: Agents will be able to select the option to Download all attachments from an email.
  • Rich Text Editor: A new text editor will allow agents to format the body of a message. They will be able to change font size and color, add tables, and insert inline images.
  • Horizontal Scroll Bar for Emails: Email responses will no longer be wrapped. A horizontal scroll bar will appear at the bottom.

Customer Request UI Change Availability

GA

On deploy

Support for WatchRTC SDK

You will be able to enable the WatchRTC SDK for CXone Agent. The WatchRTC SDK reports agents' audio quality. It identifies issues and possible solutions.

 

For more details about this feature, select the Partner Applications filter on the top right and scroll down to Voice Quality Metrics.

Customer Request UI Change Availability

GA

On deploy

Request Coaching

Agents will be able to access and request coaching sessions from the WEM agent space in CXone Agent.

Customer Request UI Change Availability

GA

On toggle

CXone Agent for Microsoft Teams

Support for Enlighten Copilot for Agents

Enlighten Copilot for Agents is an AI-powered agent assist application. It generates interaction summaries, suggests responses agents can send to contacts, and more. Currently, Copilot for Agents is only available in CXone Agent and CXone Agent Embedded for Salesforce. In this release, it will also be available in CXone Agent for Microsoft Teams.

Customer Request UI Change Availability

GA

On deploy

Automated Language Translation

Agents will be able to send and receive translated messages in real time. This will enable them to interact with contacts who speak a different language.

Customer Request UI Change Availability

GA

On deploy

Co-Browse

Agents will be able to share browser sessions with contacts. This will enable them to share information faster.

Customer Request UI Change Availability

GA

On deploy

Preview Interactions

When agents click a digital interaction in Search, it will open as a preview. Previews will also open from the Contact History section of the Customer Card. In these previews, agents will be able to review and reply to the interaction without it being assigned to them.

Customer Request UI Change Availability

GA

On deploy

Enhancements to Search

The following changes will be made to the Search page in CXone Agent:

  • Bulk Assign: Agents will be able to assign up to five interactions at a time to themselves or another agent.
  • Bulk Reply: Agents will be able to send the same reply to multiple contacts at once.
  • Bulk Status Change: Agents will be able to change the status of multiple interactions at once.
  • Customers Tab: On this new tab, agents will be able to search for specific contacts.
  • Messages Tab: On this new tab, agents will be able to search for specific messages.
  • Threads Tab: On this new tab, agents will be able to search for specific threads.
  • Additional Queries: New queries will be added to the drop-down on the left side of the search bar. These queries will allow you to filter the search results by:
    • Owner Assignee
    • Inbox Assignee
    • Thread ID
    • Title
    • Status
    • Author
    • Custom Field
  • Apply Multiple Filters: Agents will be able to select multiple Filters to apply to the search.
  • Export Results: Agents will be able to export their search results as a file sent to their email address.

Customer Request UI Change Availability

GA

On deploy

Download Email Transcripts

Agents will be able to download the full transcript of an email interaction as a PDF. It will not include attachments. This will be supported for:

  • Chrome, Edge, and Island browsers.
  • ChromeOS, macOS, and Windows operating systems.

Customer Request UI Change Availability

GA

On deploy

Email Interaction Transcripts to Contacts

Agents will be able to send the full transcript of an interaction to a contact's email address. This will apply only to private digital channels.

Customer Request UI Change Availability

GA

On deploy

Chat Fingerprint

When a digital chat is open, information about the contact's device will be available at the top of the interaction space under View Details. This information is called the chat fingerprint. It includes:

  • OS (operating system)
  • Browser
  • Language
  • IP address
  • Location
  • Country

Customer Request UI Change Availability

GA

On deploy

Support for Digital Forms

CXone Agent will display the contact (case) forms you configure in Contact Center. They will display at the top of the interaction space under View Details.

Customer Request UI Change Availability

GA

On deploy

Interaction Activity Section in Customer Card

A new section called Interaction Activity will be added to the customer card. It will list the statuses and agents that were assigned to the interaction in the past.

Customer Request UI Change Availability

GA

On deploy

Support for Interaction-Segment-Based Views

CXone Agent will restrict agents' access to interactions based on the interaction-segment-based views you create in Contact Center. Agents will only see interactions for the teams and skills you select in the view.

Customer Request UI Change Availability

GA

On deploy

UI and UX Improvements

The following changes will be made to the CXone Agent user interface:

  • Download All Attachments: Agents will be able to select the option to Download all attachments from an email.
  • Rich Text Editor: A new text editor will allow agents to format the body of a message. They will be able to change font size and color, add tables, and insert inline images.
  • Horizontal Scroll Bar for Emails: Email responses will no longer be wrapped. A horizontal scroll bar will appear at the bottom.

Customer Request UI Change Availability

GA

On deploy

Support for WatchRTC SDK

You will be able to enable the WatchRTC SDK for CXone Agent. The WatchRTC SDK reports agents' audio quality. It identifies issues and possible solutions.

 

For more details about this feature, select the Partner Applications filter on the top right and scroll down to Voice Quality Metrics.

Customer Request UI Change Availability

GA

On deploy

Request Coaching

Agents will be able to access and request coaching sessions from the WEM agent space in CXone Agent.

Customer Request UI Change Availability

GA

On toggle

Agent for SCV

Google Cookie Deprecation

Google will deprecate their third-party cookies by the end of 2024. Because of this, you may see issues in your SCV screen pops. To prevent issues from Google's cookie deprecation, you will need to enable clickjack protection in your Salesforce application. You will also have to add two URLs as trusted domains. This update will also help protect you from clickjack attacks.

 

For more details about clickjack protection, see the next note.

Customer Request UI Change Availability

GA

On deploy

Clickjack Protection with Click2Jack

You will be able to set up clickjack protection with Click2Jack. Clickjacking occurs when an attacker adds an element, like a button, to your site to get users to click on it. Once the user has clicked on the malicious button, they are routed to the attacker's site. Enabling Click2Jack will help protect you from clickjack attacks. It will also prevent issues from Google's third-party cookie deprecation. For more details about Google's cookie deprecation see the previous note.

 

To set up these protections and prevent further issues, you will need to enable Click2Jack in your Salesforce application . You will also need to add the following URLs as trusted domains:

  • https://mydomain.lightning.force.com
  • https://mydomain.my.salesforce.com

Customer Request UI Change
Availability

GA

On deploy

Updates to After Call Work

There will be several updates to After Call Work (ACW). Agents will be able to:

  • Manually exit an ACW state by changing their state in the omnichannel widget. This will remove the need to navigate to the after-call widget to exit an ACW state.
  • Select their next state during a call. The next state can either override ACW or come after the ACW state depending on your settings.
  • Make outbound calls while in an unavailable state. After the outbound call, the agent will return to that unavailable state instead of going into an ACW state.
  • Select an ACW state instead of returning to an available state after a call. Agents will be able to stay in that ACW state until they are ready to return to an available state.

These updates will give you and your agents more control over agent states.

Customer Request UI Change Availability

GA

On deploy

Transfer Details Screen Pop

When an agent accepts a transferred call, the details of the call will automatically pop up on that agent's screen. The pop-up will include the following information:

  • The contact's phone number.
  • The name of the original agent who received the call.
  • The time that the call started, was accepted, and when it ended for the previous agent.
  • Any notes that the previous agent made during the call.

Customer Request UI Change
Availability

GA

On deploy

CXone Agent Integrated

Support for Enlighten Copilot for Agents

Enlighten Copilot for Agents is an AI-powered agent assist application. It generates interaction summaries, suggests responses agents can send to contacts, and more. Currently, Copilot for Agents is only available in CXone Agent and CXone Agent Embedded for Salesforce. In this release, it will also be available in CXone Agent Integrated.

Customer Request UI Change Availability

GA

On deploy

Automated Language Translation

Agents will be able to send and receive translated messages in real time. This will enable them to interact with contacts who speak a different language.

Customer Request UI Change Availability

GA

On deploy

Co-Browse

Agents will be able to share browser sessions with contacts. This will enable them to share information faster.

Customer Request UI Change Availability

GA

On deploy

Preview Interactions

When agents click a digital interaction in Search, it will open as a preview. Previews will also open from the Contact History section of the Customer Card. In these previews, agents will be able to review and reply to the interaction without it being assigned to them.

Customer Request UI Change Availability

GA

On deploy

Enhancements to Search

The following changes will be made to the Search page in CXone Agent:

  • Bulk Assign: Agents will be able to assign up to five interactions at a time to themselves or another agent.
  • Bulk Reply: Agents will be able to send the same reply to multiple contacts at once.
  • Bulk Status Change: Agents will be able to change the status of multiple interactions at once.
  • Customers Tab: On this new tab, agents will be able to search for specific contacts.
  • Messages Tab: On this new tab, agents will be able to search for specific messages.
  • Threads Tab: On this new tab, agents will be able to search for specific threads.
  • Additional Queries: New queries will be added to the drop-down on the left side of the search bar. These queries will allow you to filter the search results by:
    • Owner Assignee
    • Inbox Assignee
    • Thread ID
    • Title
    • Status
    • Author
    • Custom Field
  • Apply Multiple Filters: Agents will be able to select multiple Filters to apply to the search.
  • Export Results: Agents will be able to export their search results as a file sent to their email address.

Customer Request UI Change Availability

GA

On deploy

Download Email Transcripts

Agents will be able to download the full transcript of an email interaction as a PDF. It will not include attachments. This will be supported for:

  • Chrome, Edge, and Island browsers.
  • ChromeOS, macOS, and Windows operating systems.

Customer Request UI Change Availability

GA

On deploy

Email Interaction Transcripts to Contacts

Agents will be able to send the full transcript of an interaction to a contact's email address. This will apply only to private digital channels.

Customer Request UI Change Availability

GA

On deploy

Enhancements to the CRM Integration Experience

The following changes will be made to the CRM integration experience for CXone Agent:

  • Data Memorialization for Interaction Transcripts: You will be able to map the full transcription of a digital interaction to a field in the CRM record.
  • CRM Record Preserved During Transfer: When an interaction is transferred, the receiving agent will see the information gathered in the CRM record during the contact's time with the previous agent. This will apply to voice and digital interactions.
  • Add Information to Binded Fields: Currently, binded fields in CRM records are only populated by search results or a list of options. In this release, you will be able to configure a workflow payload to add hard-coded information to a binded field.
  • Support for Workflow Action Wizards in CXone Studio: The wizards for the WORKFLOW EXECUTE action and AGENT WORKFLOW CONFIGURATION action will be supported in CXone Studio.

Customer Request UI Change Availability

GA

On deploy

Chat Fingerprint

When a digital chat is open, information about the contact's device will be available at the top of the interaction space under View Details. This information is called the chat fingerprint. It includes:

  • OS (operating system)
  • Browser
  • Language
  • IP address
  • Location
  • Country

Customer Request UI Change Availability

GA

On deploy

Support for Digital Forms

CXone Agent will display the contact (case) forms you configure in Contact Center. They will display at the top of the interaction space under View Details.

Customer Request UI Change Availability

GA

On deploy

Interaction Activity Section in Customer Card

A new section called Interaction Activity will be added to the customer card. It will list the statuses and agents that were assigned to the interaction in the past.

Customer Request UI Change Availability

GA

On deploy

Support for Interaction-Segment-Based Views

CXone Agent will restrict agents' access to interactions based on the interaction-segment-based views you create in Contact Center. Agents will only see interactions for the teams and skills you select in the view.

Customer Request UI Change Availability

GA

On deploy

UI and UX Improvements

The following changes will be made to the CXone Agent user interface:

  • Download All Attachments: Agents will be able to select the option to Download all attachments from an email.
  • Rich Text Editor: A new text editor will allow agents to format the body of a message. They will be able to change font size and color, add tables, and insert inline images.
  • Horizontal Scroll Bar for Emails: Email responses will no longer be wrapped. A horizontal scroll bar will appear at the bottom.

Customer Request UI Change Availability

GA

On deploy

Support for WatchRTC SDK

You will be able to enable the WatchRTC SDK for CXone Agent. The WatchRTC SDK reports agents' audio quality. It identifies issues and possible solutions.

 

For more details about this feature, select the Partner Applications filter on the top right and scroll down to Voice Quality Metrics.

Customer Request UI Change Availability

GA

On deploy

Request Coaching

Agents will be able to access and request coaching sessions from the WEM agent space in CXone Agent.

Customer Request UI Change Availability

GA

On toggle

API

Manage IEX Data with SmartSync APIs

Currently, you can move data between IEX WFM and CXone by importing and exporting files via SFTP. In this release, you will also be able to move data with SmartSync APIs. This will provide you an easy and secure method of managing and accessing data.

Customer Request UI Change
Availability

GA

On toggle

CXone Expert Analytics API

You will be able to run CXone Expert UI reports via API. This will allow you to parse the data using your preferred BI tool. The data will not change between the UI and API reporting methods.

Customer Request UI Change
Availability

GA

On toggle

Bot Builder

Support for Adaptive Cards in Bot Responses

Adaptive cards are a platform-independent method of presenting interactive rich content to contacts. This release will add support for adaptive cards to Bot Builder. You will be able to use the new adaptive card designer in Bot Builder to add the adaptive cards you want to use. You can copy templates from the internet or design your own following the Microsoft adaptive card documentation . All adaptive cards you add will be available to use as bot actions when creating bot responses in storiesrules, and fallback. You can use adaptive cards in scripting for custom bot actions, as well as in API integrations.

 

Adaptive cards will be supported on Digital Experience Chat and Microsoft Teams channels. Currently, these are the only channels for which Contact Center supports adaptive cards. For all other channels, Bot Builder will display the rich messaging fallback as configured for the bot.

Customer Request UI Change Availability

GA

On toggle

Improvements to Voice-Enabled Bot Builder Integrations via Virtual Agent Hub

Improvements will continue to be made to voice-enabled Bot Builder bots. Voice-enabling a Bot Builder bot takes place in Virtual Agent Hub with Studio scripting. In this release, the following improvements will be made: 

  • Bot Builder will be supported as a native integration option in Virtual Agent Hub. Native integrations will be easier to set up and maintain.
  • Full support for all channels through the Virtual Agent Hub integration, including digital channels. This means you will be able to use Virtual Agent Hub to manage all of your Bot Builder bots.
  • Security updates, including a new method of authenticating with Studio. This helps make the integration more secure.

Customer Request UI Change Availability

CR
On toggle

Native Options Migrating from API Integrations to Scripts via Skill Store

Bot Builder has integrations with Contact Center and other products built into it by default. This includes CXone Expert, CXone Suite, Digital Experience, CXone Studio, and Salesforce. Currently, these options are available on the APIs tab in Bot Builder. They will now be located in the Bot Builder Skill Store.

 

Bots that currently use affected API integration options will not be impacted. They will remain in your bot's configurations. However, if you create a new bot after this change occurs, these options will not be present under API Integrations.

Customer Request UI Change Availability

GA

On toggle

Dialogue Designer to Build Conversation Flow

You will be able to build a conversational flow using the new dialogue designer. The dialogue designer will allow you to a visual flow to map out the way stories, rules, and so on go together to create a complete conversation. This will make it easier to build a whole conversation out of the individual configuration elembuild ents in Bot Builder.

 

This feature will be available later in the release cycle.

Customer Request UI Change Availability

CR

On toggle

New Variable Type to Use in Scripts

You will be able to create variables that hold numeric values. This will be helpful if you need to work with values that must be numbers instead of strings.

Customer Request UI Change Availability

GA

On toggle

Cloud TTS

Amazon Polly Available as a Text-to-Speech Provider

You will be able to use the Amazon Polly text-to-speech service with CXone. Your organization must have an account with Amazon to use this option. This update expands the range of text-to-speech service options available for use with Cloud TTS.

Customer Request UI Change Availability

CR

On toggle

Support for Google Custom Voice

Cloud TTS Hub will support using custom TTS voices that you've created with Google Custom Voice. You must have Google TTS to use this feature. Your organization will be responsible for creating the audio recordings and training, and for maintaining and debugging the voice model. The new functionality for Google Custom Voice expands your options for TTS voices to use with CXone.

Customer Request UI Change Availability

GA

On toggle

CXone Coaching

Enlighten Behaviors

Out-of-the-box Enlighten behaviors will be available to create coaching sessions. This feature will enable coaches to choose Enlighten focus areas and behaviors during their coaching sessions, helping to create more effective sessions and enhance agent performance.

 

This feature will be supported only for users with the CXone Quality Management Premium license.

Customer Request UI Change Availability

GA

On toggle

Add Viewers

A coach will be able to add viewers to the coaching session. Viewers will be able to do real-time monitoring and simplified tracking of the coaching session progress and updates.

Customer Request UI Change Availability

GA

On toggle

Request Coaching from Agent App

Agents will be able to access and request coaching sessions from the WEM agent space of the CXone Agent applications.

Customer Request UI Change Availability

GA

On toggle

CXone Dashboard

Audit Tracking Capabilities

You will be able to keep track of changes and activities in the prebuilt reports:

  • Activity Audit Report: This report will give you a detailed look at the activities such as when a dashboard is created, shared, or when a new widget is added.
  • Change Audit Report: This report will let you see changes such as adjustments to dashboard access permissions and updates to widgets.

This feature will be available in the 24.2 release cycle.

Customer Request UI Change Availability

GA

On toggle

New Widgets in CXone Dashboard

Three new widgets will be added to this release:

  • Metrics Breakdown widget: This widget will enable you to set it up to display a breakdown of a chosen metric by a specific dimension or attribute. It is mainly designed for count metrics, and will display a detailed breakdown of the total value.
  • Call Arrival widget: This widget will show you the number of agents on calls, the number of calls waiting, and the number of calls in line, all in real time. You will need the native Contact Center PM license to use this widget.
  • Evaluation and Coaching Trend widget: This widget will help you monitor agents' scores and coaching sessions. Unlike the current Evaluation and Coaching Events widget, this widget will get coaching information from the new coaching application. It will also enable you to check whether these coaching sessions contribute to score improvements.

Customer Request UI Change Availability

GA

On toggle

Permissions for Agent Zoom Feature

You will be able to manage the agent zoom feature with a new permission that will be added in this release. This feature, present in several widgets, provides a view of agents' historical data.

 

Currently, administrators can turn off all widgets showing past data on the dashboard, but they can't turn off the agent zoom feature. In this release, administrators will be able to control the agent zoom feature for each role, using this new permission.

Customer Request
UI Change Availability

GA

On toggle

CXone Dashboard Customization

As a dashboard viewer, you will have access to features like:

  • Duration settings for historical widgets: As a viewer, you will be able to change the duration settings for historical widgets on a shared dashboard. This will allow you to set your preferred duration, and remove the need for duplicate dashboards and ensure a customized viewing experience.
  • Customizable column functionality in grid-based widgets: You will be able to personalize your experience by customizing your interface and saving your individual column settings. Adjust column size, sorting, filtering, and arrangement, then save these changes to access your personalized settings in the future.

Customer Request UI Change Availability

GA

On toggle

View by Attribute in Metrics Widgets

You will now be able to set up the Metrics Summary, Metrics Breakdown, and Metrics Interval widgets to display metric values for each selected attribute. This will be in addition to the existing option of viewing by dimensions like teams or skills.

Customer Request UI Change Availability

GA

On toggle

Enhancement in Digital Experience Reporting

Digital Experience reporting will have two new enhancements in CXone Dashboard:

  • Digital Tags: You will be able to sort contacts according to tags entered by the agent of the associated message. You will have to select the new metric, Tags Count to view the number of times each tag has been used over a certain period in the Metric Summary and Metric Interval widget. You will also be able to filter metrics by tags.
  • Resolution Time and Avg Resolution Time metrics: Will be added to the metrics list. You can find both metrics under any metrics widget.
  • Digital Dispositions: You will be able to view and filter metrics based on specific dispositions using the Data Attributes filter option available in all metrics widgets. This feature will be supported for the omnichannel metrics.

Customer Request UI Change Availability

GA

On toggle

DEVone Integrations

Customer Dynamics

New Product Introduction: Velocity

Velocity will provide an all-in-one platform for outbound communication. It will combine campaign management and full compliance into one tool. This will help you send high-capacity communication through the CXone dialer. The following are key features of Velocity:

  • Omnichannel Marketing: You will be able to send voice, SMS, and email campaigns in a single strategy.
  • Human Sequence Selection: To stay TCPA-compliant, agents will select each message to send. This will also help agents work with more than one campaign at a time.
  • Easy Suppression: A simple UI will let you manage suppression features, such as:
    • Setting custom rules like allowing two calls per week
    • Managing do not call files
    • Scrubbing outdated numbers
  • Calls to Action: Engage contacts with callback scheduling, payment links, and more.
  • Compliance with TCPA and Financial Regulations: Follow state-by-state requirements for debt collections.
  • Taking Payments: Agents will be able to process payments during interactions.

Velocity will help simplify compliance and scalability issues. It will also help make your outbound communication more effective.

Customer Request UI Change Availability

GA

On deploy

Condado

New Product Introduction: MediaVault Plus

MediaVault Plus will provide an enhanced option for storing, retrieving, and reviewing your interaction data. It will fully integrate with CXone as a media management tool. A simple user interface will let you manage and review the files, which will be stored on the Microsoft Azure Cloud using AES-256 encryption. The following are key highlights of MediaVault Plus:

  • Storage Dashboard: You will be able to view analytical data about your stored files. For example, it will show volume of stored media and information like the interaction's channel type, skill, disposition, and so forth.
  • Advanced Search: You will be able to easily locate specific files or types of media. You will have many parameters to search by, like phone number, agent name, notes, transcription date, and more. You will also be able to create custom filters.
  • Flexible Storage: You will be able to store interactions from multiple CXone business units. All interactions will be accessible from a single system. You can also migrate existing stored media with new media from CXone.
  • Failure Resolution: MediaVault will monitor your CXone system to ensure it imports all contact data. It will also provide reports to show when any interaction data is missing. If it detects missing data, MediaVault will work with CXone to resolve the issue.

MediaVault Plus will work for small- to enterprise-sized businesses. It will be a scalable option to handle all your storage-related needs.

Customer Request UI Change Availability

GA

On deploy

Digital Experience

Preferred Agent Settings at Skill Level

Currently, you use the Digital Experience Routing page to set preferred agent settings for all Digital Experience interactions in your organization. In this release, you will set the preferred agent routing settings in the ACD skill settings. This will allow you to select a different routing method for each Digital Experience skill instead of having one setting for your whole organization.

 

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

Customer Request UI Change Availability

CR
On toggle

Digital First Omnichannel Name Change

Digital First Omnichannel will now be called Digital Experience. The UI in Contact Center will also be updated to reflect this name change. It will appear in the navigation menu as Digital instead of DFO.

 

This feature will be available later in the release cycle.

Customer Request UI Change Availability

GA

On deploy

Reports Tab Removed from Digital Portal

The Reports tab in the Digital portal will be removed. It will no longer be available for new customers. CXone Dashboard will be the source for digital reporting. This will make it simpler to access digital reporting data.

Customer Request UI Change Availability

GA

On deploy

Reporting Enhancements

Currently, Digital Experience reporting in CXone Dashboard only includes dispositions for voice interactions. In this release, Digital Experience reporting in CXone Dashboard will include the following enhancements:

  • Dispositions for both voice and digital interactions.
  • Tags for digital interactions only.
  • Tags and dispositions as filterable attributes.
  • Distinct volume counts for tags and dispositions.

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

Customer Request UI Change Availability

GA

On deploy

After Contact Work Supported for Digital Skills

After contact work (ACW) will be supported for digital skills. ACW for digital skills will work the same way as for voice skill s.If you have already configured ACW for other skills, you won't need to configure anything else. The ACW start time will be recorded when the case status changes to Closed, but the contact will stay assigned. This means the agent can still access the case in MAX. ACW with digital skills will only be supported if you are using Data Share.

Customer Request UI Change Availability

GA

On toggle

Cross-Domain Support for Digital Chat and Guide

Both chat and Guide will be able to maintain the same session across multiple domains. This will allow a chat session to continue even if a user navigates to a different website domain or subdomain. Chat will retain the session data, so the chat session can continue uninterrupted.

 

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

Customer Request UI Change Availability

GA

On toggle

Persist Custom Fields from Previous Chat

Currently, when the session status for a digital chat assigns custom fields through Studio, they appear blank. Custom fields only appear correctly when the cases status is New. In this release, a new JavaScript API will allow you to choose if you want custom fields to persist or be purged from local storage after the contact has been initiated. This will allow you to select which custom fields will continue to appear across all interactions with a contact.

Customer Request UI Change Availability

GA

On deploy

Adaptive Cards Responses for Bots and Studio

Studio actions and bots can send adaptive cards to contacts via chat. Contacts usually interact with adaptive cards by clicking a button, making a selection, or entering information. Currently, these responses to adaptive cards aren't stored anywhere after the user sends them. In this release, Digital chat will be able to send postback data to Studio or a bot. For example, when a bot or Studio action sends a user an adaptive card with a form to fill out. Then, the data entered on the form in the adaptive card can be sent back to the bot or Studio. This will help bots and Studio to send appropriate responses based on how contacts engage with adaptive cards.

 

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

Customer Request UI Change Availability

GA

On deploy

Chat Messages Ordered by Milliseconds

Currently, chat only processes when messages are sent and received by the second. In this release, chat will add milliseconds to its calculation of when messages are sent and received. This will help avoid messages displaying out of order in the chat window.

Customer Request UI Change Availability

GA

On deploy

Chat UI Updates

The following updates will be made to enhance the chat experience:

  • The loading speed of the live chat window will be improved. This will allow the chat to load faster and improve the customer experience.

Customer Request UI Change Availability

GA

On toggle

  • The UI of the chat window will be redesigned for parity of features and appearance between Guide and existing chat options. If a user enters Digital Experience chat through Guide, the design and experience will be consistent. This will provide a smoother experience for users.

Customer Request UI Change Availability

GA

On toggle

End of Support for WeChat Messaging Channels

Starting April 30, 2024, Contact Center will no longer support direct integration for WeChat messaging channels. However, you will be able to use Bring Your Own Channel (BYOC) to integrate WeChat with Contact Center through our partner.

Customer Request UI Change Availability

GA

On deploy

Form Messages for Apple Messages for Business

You will be able to create multi-page interactive forms in Rich Message Settings, supported for iOS and iPadOS devices. This will make it easier for agents and contacts to share information with each other.

Customer Request UI Change Availability

GA

On deploy

Regional Expansion of Support for Messaging and Social Channels

Contact Center supports several messaging and social channels that depend on third-party vendors such as WhatsApp, Google, Apple, and so on. Support for digital chat, SMS, and email will be available in new regions. Other digital channels will be made available based on the needs of users in each region.

Customer Request UI Change Availability

GA

On deploy

CXone Mobile SDK

The current mobile SDK version is 1.3. In this release, the current version will update to 1.4.

Support for Live Chat

Currently, the mobile SDK lets you add a chat messaging channel to your mobile apps. This is an asynchronous chat option, similar to private or direct messages. In this release, the SDK will also let you add live chat. Live chat is a real-time chat option. This will expand your options for implementing chat functionality in your mobile apps.

Customer Request UI Change Availability

GA

On deploy

Video and Image Compression

Currently, if a video or image file is too large, the SDK discards it. In this release, if these types of files are too large, the SDK will attempt to compress them. If it can compress the file into an acceptable size, the attachment will send. This will make your mobile apps more flexible and user-friendly.

Customer Request UI Change Availability

GA

On deploy

Attachment Validation

The SDK will validate files when contacts upload files as attachments. A notification will display to the contact if the file is too large or in the wrong format.

Customer Request UI Change Availability

GA

On deploy

Restructured SDK Documentation

The user documentation will have a new structure. The online help will focus on the context of the SDK and tasks you must perform in the Contact Center interface. Content related to developers, like code samples and getting started instructions, will be in the SDK package.

Customer Request UI Change Availability

GA

On deploy

SDK Video Demonstration

A new demonstration video will help you understand the SDK and how to utilize it in your mobile apps. This demo focuses on real use cases and end-to-end experiences that you can create. Your Contact Center Account Representative will be able to share the video with you.

Customer Request UI Change Availability

GA

On deploy

Enlighten Actions

Additional Datasets for Conversational Prompts

You will be able to get data insights from a broader range of datasets in one place. The scope of the datasets will be expanded to include:

  • ACD Metrics such as Average Handle Time, Average Hold Time, Number of Inbound/Outbound calls, and Agent First Response Time.
  • Overall Agent Behavior Score
  • Enlighten Sentiment for Digital
  • Enlighten CSAT Metrics for Digital

Customer Request UI Change Availability

GA

On toggle

Knowledge Generation

You will be able to create a knowledge article based on the best transcripts available.

Customer Request UI Change Availability

GA

On toggle

Daily Change Summary

Each chart in the Followed Charts will give you a comparative view between your selected period and a previous one. It will also provide AI-generated insights that will help you summarize a comparison.

Customer Request UI Change Availability

GA

On toggle

Feedback on Conversational Responses

You will be able to give your feedback on the conversational responses you receive. Clicking on the thumbs-up or thumbs-down, you will be able to express your satisfaction or dissatisfaction. You will also have the option to leave a comment explaining your reason for a thumbs-down.

Customer Request UI Change Availability

GA

On toggle

Enlighten Autopilot

Support for SmartAssist Adaptive Cards

Enlighten Autopilot will support the standard adaptive cards from SmartAssist. These adaptive cards allow you to embed rich media, such as videos, images, and buttons. Contacts will be able to interact with this rich media in their chat with Autopilot. This enhances the customer experience. It also decreases the time it takes to implement Autopilot.

 

Adaptive cards will only be supported for web chat channels.

Customer Request UI Change Availability

GA

On deploy

New Region: Canada

Autopilot will be available in Canada.

Customer Request UI Change Availability

GA

On deploy

Enlighten Autopilot Knowledge

Variables for Error Messages

You will be able to customize the messages Autopilot Knowledge sends to contacts for these errors:

  • The contact's message is too long.
  • The contact's message is empty.
  • No available knowledge. This means that there is no content related to the contact's issue in your CXone Expert knowledge base.
  • No relevant knowledge. This means that Autopilot Knowledge found kernels in CXone Expert related to the contact's issue, but they did not meet the match percentage configured in the Expert_Threshold variable. For more information about this variable, see the next note in this section.
  • Couldn't connect to CXone Expert.
  • Invalid CXone Expert credentials.

Variables for each of those errors will be added to the Autopilot Knowledge integration in Bot Builder. In each variable, you will be able to enter the text you want Autopilot Knowledge to display for the error message.

Customer Request
UI Change Availability

GA

On deploy

Variables for CXone Expert Kernels

You will be able to customize how Autopilot Knowledge uses CXone Expert kernels. Kernels are pieces of articles that are relevant to a contact's issue. Two variables for kernels will be added to the Autopilot Knowledge integration in Bot Builder:

  • Expert_Kernels: Choose how many kernels Autopilot Knowledge uses when generating responses. For example, if you insert 2, it will use the top two kernels that relate to the contact's issue.
  • Expert_Threshold: Choose the match percentage required for kernels. For example, if you insert 0.85, Autopilot Knowledge will not use kernels that are less than 85% a match for the contact's issue.

Customer Request UI Change Availability

GA

On deploy

Autopilot Knowledge Persona Description

You will be able to configure a variable called PersonaPersona will provide Autopilot Knowledge with context about its use case. For example, "You are a friendly bot that answers questions about billing." This helps Autopilot Knowledge provide more relevant responses.

Customer Request UI Change Availability

GA

On deploy

View Results and Raw Output

You will be able to see the back end of Autopilot Knowledge as it processes customer issues. This includes the results it gathers from CXone Expert and the raw output it generates. Both will display in the console of the Generate Reply and Suggest Articles bot action in Bot Builder. This will help you identify gaps between the questions contacts are asking and the answers available in your CXone Expert knowledge base.

 

To enable this, you will need to set a new variable called Debug to True.

Customer Request UI Change Availability

GA

On deploy

Enlighten AutoSummary

Enlighten Behavioral Metrics Supported for Digital Channels

Currently, Enlighten behavioral metrics can only analyze voice interactions. In this release, behavioral metrics will also be able to analyze interactions on digital channels.

 

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

Customer Request UI Change Availability

GA

On toggle

Intent, Actions, and Outcomes in Interactions Table

Information about the customer intent, agent actions, and the key outcomes will be available in the Interactions table. You will also be able to see this data on the Search page.

 

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

Customer Request UI Change Availability

GA

On toggle

Categorize by Intent, Actions, and Outcomes

You will be able to create categories or add filter criteria for: 

  • Customer intent
  • Actions the agent took to meet customer needs
  • Outcomes of the interaction

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

Customer Request UI Change Availability

GA

On toggle

Intent Analysis Widget Table

You will be able to analyze intents on three different levels: intent category, intent topic, and intent.

 

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

Customer Request UI Change Availability

GA

On toggle

Intent Trend Widget

A new Intent Trend widget will enable you to analyze and compare intent trends over time and identify intent spikes.

 

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

Customer Request UI Change Availability

GA

On toggle

Summaries and Notes Available in Analytics Results and Interaction Transcripts

You will be able to view agent notes and interaction summaries in the Transcript view.

 

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

Customer Request UI Change Availability

GA

On toggle

Enlighten Copilot for Agents

Additional Agent Applications

Currently, Copilot for Agents is only available in CXone Agent and CXone Agent Embedded for Salesforce. In this release, it will also be available in these agent applications:

  • CXone Agent progressive web app (PWA).
  • CXone Agent for Microsoft Teams.
  • CXone Agent Embedded for HubSpot, Kustomer, Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.
  • CXone Agent Integrated.

Customer Request UI Change Availability

GA

On deploy

Private Digital Channels

Currently, Copilot for Agents helps agents handle voice and chat interactions. In this release, it will also help agents handle private messages on these digital channels:

  • Facebook
  • Instagram
  • Slack
  • Telegram
  • Twitter
  • WhatsApp

Customer Request UI Change Availability

GA

On deploy

Process Steps

An add-on called Process Steps will be available. Process Steps will extract information from your CXone Expert knowledge base about the contact's issue. It will then generate a step-by-step process to solve it and deliver those steps to the agent as part of a KB answer. The agent will then be able to send those steps to the contact.

Customer Request UI Change Availability

GA

On deploy

Agent Transfer Summaries

When an interaction is transferred, Copilot for Agents will display a transfer summary to the receiving agent. This transfer summary will give the receiving agent key information about the contact's conversation with the previous agent. This will decrease handle time and improve the customer experience by minimizing the need to repeat information.

Customer Request UI Change Availability

GA

On deploy

Copilot Persona Descriptions

You will be able to configure a Copilot Persona Description for each Copilot for Agents profile. The Copilot Persona Description provides Copilot for Agents with context about its use case. For example, "You are a friendly agent assistant that answers questions about billing." This helps Copilot for Agents provide more relevant responses.

Customer Request UI Change Availability

GA

On deploy

Enlighten Copilot Tab in CXone Billing Report

A tab called Enlighten Copilot will be added to the CXone Billing report. It will display the number of Copilot for Agents sessions for the time period you choose.

Customer Request UI Change Availability

GA

On deploy

Changes to Copilot for Agents Profile Configuration

The following changes will be made to the Copilot for Agents profile configuration in Agent Assist Hub:

  • CXone Expert Next-Best Response Setting Removed: The Next-Best Response setting under Expert Copilot Features in the Knowledge section will be removed. This will decrease confusion between KB answers and next-best responses.
  • CXone Expert Kernel Settings: You will be able to configure the Expert Path, Kernel Relevance Threshold, and Kernel Count Limit for your CXone Expert integration. This will allow Copilot for Agents profiles to reference only a specific part of your CXone Expert knowledge base.
  • Setting to Disable Manual Search: The new setting Agent Manual Query Input will allow you to hide the search bar at the bottom of Copilot for Agents.

Customer Request UI Change Availability

GA

On deploy

UI and UX Improvements

The following changes will be made to the Copilot for Agents user interface:

  • Combined KB Answer Card: Currently, Copilot for Agents displays KB answers, links, and images in separate cards. In this release, they will appear in the same card.
  • Processing Dots: Copilot for Agents will display animated dots while processing. The dots will disappear when Copilot for Agents delivers content to the agent or when it finds no applicable content.
  • Improvements to Next-Best Responses: Arrows will make it easier to navigate between the next-best responses Copilot for Agents suggests. The responses will also take up less space.
  • Improvements to Copilot for Agents Profile Configuration: The settings in the Copilot for Agents profile will be better organized and more clearly named:
    • Knowledge Base Articles will be renamed to KB Answers.
    • Web Links will be renamed to KB Web Links.
    • Images will be renamed to KB Images.

Customer Request UI Change Availability

GA

On deploy

CXone Expert

Analytics API

You will be able to run CXone Expert UI reports via API. This will allow you to parse the data using your preferred BI tool. The data will not change between the UI and API reporting methods.

Customer Request UI Change
Availability

GA

On toggle

Custom Dictionary

Currently, you can build a custom dictionary with XML files and templates. In this release, you will be able to use the CXone Expert UI or API to create a list of words to translate and to not translate for each available language. This feature will help you build trust with your consumers by preserving tone and branded terminology no matter what language your readers use.

Customer Request UI Change Availability

GA

On toggle

Traffic Insights Report Updates

The Traffic Insights report will include the following enhancements: 

  • Clearer information about website traffic and engagement
  • More intuitive presentation

These changes will make the report easier to understand quickly.

Customer Request UI Change Availability

GA

On deploy

Search Recommendations Moved

Search Recommendations will be migrated from Dashboard to Control Panel. This update will improve the UI and make the organization of features more intuitive.

Customer Request UI Change Availability

GA

On toggle

Schedule Publish

You will be able to create publication schedules without using custom scripts. You will also be able to view, sort, and filter sitewide publication schedules to help you manage workflows. Non-administrative users will not have access to the list of sitewide publications. They will only be able to see the schedules they have read access for at the page level.

 

This update will provide you with several benefits: 

  • Adhere to content delivery timelines without coordinating content team availability
  • Optimize and scale your content delivery and streamline workflows to reduce effort for your content teams
  • Make the process accessible to more content contributors

Customer Request UI Change Availability

GA

On toggle

Third-Party Cookies

You will be able to maintain privacy compliance while delivering personalized content to your users.

Customer Request UI Change Availability

GA

On toggle

Feedback Management

Topic Filtering for Text Analytics

For systems where hierarchical topics are enabled, the text analytics charts will now be filtered by topic and subtopic. You will be able to select one or more filters at a time. This will enable you to answer questions on a specific topic.

Customer Request UI Change Availability

GA

On deploy

Spanish Comments Processed in Spanish

Comments submitted in Spanish will be processed and tagged in Spanish. This will allow the Text Analytics engine to preserve the meaning and nuances of the comments in the language they were written in. The analysis will be translated back into your chosen language for you to use. You will also see the comments and tags translated into your language.

 

Analyzing survey comments in the original Spanish will allow for more accurate identification of themes and sentiments in these surveys.

Customer Request UI Change Availability

GA

On deploy

Elevate AI in New Languages

If you use Elevate AI for Speech-to-Text (STT) transcriptions of IVR comments, you will be able to see transcriptions for French and German.

Customer Request UI Change Availability

GA

On deploy

Improved Survey Change History Page

The Survey Change History page, which lets you monitor user changes to your surveys, will match the structure and style of the CXone user interface. This makes it more secure and easier to use.

Customer Request UI Change Availability

GA

On deploy

Quick Navigation to Academy in Dojo

You can now access the Academy from the Feedback Management top navigation by clicking Help > Academy. This gives you easier access to the online training courses.

Customer Request UI Change Availability

GA

On deploy

CXone Guide

Engagement Rule Builder

You will be able to create Guide engagement rules using the new rule builder. The rule builder will provide several prebuilt actions and conditions that you can customize to quickly create an engagement rule.

 

To access the rule builder, you will need to click the app selector and select Guide.

 

Any rules you created previously will not be migrated to the new rule builder. However, the ACD GUIDE Engagement Rules and ACD GUIDE Engagement Actions pages will remain for the time being. You will be able to continue creating and managing engagement rules on these pages or use the new rule builder.

Customer Request UI Change Availability

GA

On toggle

Cross-Domain Support for Chat

Currently, if a visitor crosses domains or subdomains while using your website, Guide may not maintain chat visitor data. This can result in a chat session being interrupted. In this release, if the visitor navigates across domains or subdomains while chatting with an agent, Guide will retain the visitor data. The chat session will continue uninterrupted.

Customer Request UI Change Availability

GA

On toggle

Set Guide Language

You will be able to display Guide content in the language of your choice. When initializing Guide, you will be able to set a language in a new parameter named locale. This language will override the user’s browser language settings. It will be used for Guide content, including any chats that appear within Guide.

Customer Request UI Change Availability

GA

On toggle

Reporting Enhancements

You will be able to select additional Guide metrics when using the CXone Dashboard:

  • Offer Displayed: Shows the number of times a proactive offer appeared for a visitor during a visit.
  • Offer Failed: Shows the number of times a proactive offer failed during a visit. An offer fails when the visitor does not click into the offer.
  • Offer Ignored: Shows the number of times a proactive offer was ignored by a visitor. An offer is ignored when the visitor does not click into the offer and does not manually close the offer.

Additionally, you will be able to use a new attribute filter named Engagement Type. The engagement types are:

  • Link: The visitor clicked an action button that offered a web page (URL link).
  • Article: The visitor clicked an action button that offered a CXone Expert article.
  • Entrypoint: The visitor clicked an action button that offered an entry point.
  • Chat: The visitor clicked an action button that started a chat with an agent.

Customer Request UI Change Availability

GA

On toggle

IEX WFM Integrated

These features will be available with the 8.0 version of IEX WFM Integrated. Contact your CXone Account Representative for more information.

Forecast By True to Interval

In the 2024-1 release, the CXone ACD started sending data to IEX under the True to Interval (TTI) paradigm. In this release, IEX will be able to forecast based on TTI data. If you have permission to create forecasts, you'll be able to generate a secondary forecast for the active contact values. This will be configurable for Inbound and Inbound Workload contact types.

Customer Request UI Change Availability

GA

On toggle

Modernization of the RCP Interface

With the 8.0 version of IEX WFM, all parts of the RCP interface will be updated. The following are highlights of the new UI:

  • A single main menu bar
  • Consistent formatting and alignment
  • Updated table display
  • Updated icons for 300 existing activity codes
  • Solid-color activity codes for 20 icons

These updates will better align the UI with NICE branding and improve the display of icons in views and reports.

Customer Request UI Change Availability

GA

On toggle

Security Audit Trail Available in Supervisor Webstation

Security audit trail data will be available in the Supervisor Webstation. This will include data on user activities that impact system security, such as:

  • User logins and logouts
  • Creation, modification, and deactivation of users and roles
  • Settings changes related to security, passwords, and permissions

Supervisors will be able to sort and filter the data as needed. This will give supervisors easy access to monitoring system security. You will also be able to export this data via API.

Customer Request UI Change Availability

GA

On toggle

Direct Integration with Workday and UKG Ready

Currently, you can only set up a custom integration with Workday and UKG Ready. This typically requires a complex custom setup. In this release, you will be able to integrate Workday and UKG Ready with IEX WFM directly. New screens in Supervisor Webstation will let you set up the integration, add actions, and so forth. This will let you conveniently manage PTO information within IEX.

Customer Request UI Change Availability

GA

On toggle

Manage IEX Data with SmartSync APIs

Currently, you can move data between IEX WFM and CXone by importing and exporting files via SFTP. In this release, you will also be able to move data with SmartSync APIs. This will provide you an easy and secure method of managing and accessing data.

Customer Request UI Change
Availability

GA

On toggle

Employee Engagement Manager

The current version of EEM is 9.0. In this release, the current version will update to 9.1.

Data Consistency for Workload Contact Type

Currently, the intraday data does not match with IEX WFM for workload contact types. In this release, the data will be captured differently to match IEX WFM. This makes data consistent between EEM and IEX. Also, if you previously had a workaround set up, the process is now automated.

Customer Request UI Change Availability

GA

On toggle

PTO Group Allotments

You will be able to add a second check when agents request PTO in EEM. In addition to net staffing, agents will also need to have sufficient group PTO. When configuring your net staffing template, you will be able to determine if you want EEM to consider only net staffing, only group allotment, or both.

Customer Request UI Change
Availability

GA

On deploy

Bulk Association of Self-Service Templates

Currently, you must update CT and Site combinations one at a time for self-service templates. In this release, you will be able to configure these associations in bulk. This will speed up and simplify the process of configuring these associations.

Customer Request UI Change Availability

GA

On deploy

Interaction Analytics

Enlighten Overall Behavior Score

Currently, you can use the Customer Satisfaction and Sales Effectiveness Enlighten models to analyze agent behaviors. In this release, the Overall Behavioral Score model will be added to the Enlighten Behavioral Metrics widget, the Enlighten Summary widget, the workspace and widget filters, and the Search page.

Customer Request UI Change Availability

GA

On toggle

Text Corrections Name Change

The Text Corrections page allows you to adjust words and phrases that were transcribed incorrectly from voice interactions. The name of this page will change from Text Corrections to Voice Transcript Corrections. This will help clarify the function of the page, since you can only adjust the text from voice transcripts.

Customer Request UI Change Availability

GA

On deploy

Enlighten AutoSummary in Interaction Analytics

Enlighten Behavioral Metrics Supported for Digital Channels

Currently, Enlighten behavioral metrics can only analyze voice interactions. In this release, behavioral metrics will also be able to analyze interactions on digital channels.This update will help improve your understanding of customer behavior in digital interactions. To use this feature, you'll need two licenses:

  • Analytics Advance / Premium or QM Analytics Advance / Premium
  • Enlighten Customer Satisfaction or Sales Effectiveness

Customer Request UI Change Availability

GA

On toggle

Intent, Actions, and Outcomes in Interactions Table

Information about the customer intent, agent actions, and the key outcomes will be available in the Interactions table. You will also be able to see this data on the Search page. This will enable you to better analyze the data when searching, drilling down in a dashboard, or using the Interactions widget.

Customer Request UI Change Availability

GA

On toggle

Categorize by Intent, Actions, and Outcomes

You will be able to create categories or add filter criteria for: 

  • Customer intent
  • Actions the agent took to meet customer needs
  • Outcomes of the interaction

This will enable you to easily analyze data about the customer intent, agent action, and outcomes of your interactions.

Customer Request UI Change Availability

GA

On toggle

Intent Analysis Widget Table

You will be able to analyze intents on three different levels: intent category, intent topic, and intent. You will be able to drill down into the intent levels to find more specific sub-intents and see examples of interactions with the selected intent. The intent analysis includes the following metrics: 

  • General metrics: volume, % volume, average duration, average silence
  • Analytics metrics: % negative/positive customer sentiment, % frustration
  • Outcomes: % resolution, %escalation, % confirmed sale, % callback promised, and more

Customer Request UI Change Availability

GA

On toggle

Intent Trend Widget

A new Intent Trend widget will enable you to analyze and compare intent trends over time and identify intent spikes. You will be able to analyze intents on three levels: intent category, intent topic, and intents. A filter will help you narrow down the data for a specific set of agents, teams, or other criteria. From the widget, you will be able to drill down to interactions from a specific day to analyze examples. This will give you better insight into what your customers are calling about and why.

Customer Request UI Change Availability

GA

On toggle

Summaries and Notes Available in Analytics Results and Interaction Transcripts

You will be able to view agent notes and interaction summaries in the transcript view. This will make your interaction summary data more widely accessible within Interaction Analytics.

Customer Request UI Change Availability

GA

On toggle

Interactions and Playback

Retrieve Media from Long-Term Storage

Currently, if media is in long-term storage and requires retrieval, you need to leave the Interactions application to retrieve the media in a separate application. In this release, you will be able to retrieve recorded media from long-term storage directly from the Interactions search results.

 

This feature will streamline the process of retrieving media by eliminating the need to switch between applications.

 

Retrieving media requires the Admin > Long-term File Retrieval > Create permission.

Customer Request UI Change Availability

GA

On toggle

Filtering by Media State

You will be able to filter segments by their media status, for example, in long-term storage, deleted, and so on. You will be able to apply this filtering to both voice and screen recordings. The media state filter will not be applied to digital recordings.

 

Two new media states will be added: Pending Retrieval and Retrieved.

 

This feature will allow more targeted retrieval of recordings based on media status.

Customer Request UI Change Availability

GA

On toggle

CXone Multi-ACD (CXone Open)

Support for Third-Party Cisco Telephony System

CXone Multi-ACD will enable out-of-the-box connectivity to your third-party Cisco telephony system for recording of third-party telephony calls (voice and screen).

 

CTI connectivity options for connecting Cisco to Contact Center:

  •  Cisco JTAPI (CUCM)
  •  Cisco JTAPI and Cisco CTI Servers (CUCM and Cisco UCCE)

The Cisco system will work with CUBE as the customer SBC (for BiB).

 

CXone Multi-ACD will support high availability and Multi-Data Center (MDC) for third-party Cisco systems.

Customer Request UI Change Availability

GA

On toggle

Enhanced Agent Support and Performance

CXone Multi-ACD will support a tenant of up to 10,000 configured agents and up to 5,500 concurrent calls.​

Customer Request UI Change Availability

GA

On deploy

My Zone

Self-Swap for My Zone

This feature will be available for CXone WFM Advanced users.

 

Self-swap will be added to the existing self-service component in My Zone.

 

How it will work:

 

Agents will be able to adjust their schedules. They will be able to remove the time intervals they wish to swap and add new time intervals for exchange. This will not alter their total working hours for the week or have a negative effect on staffing.

 

Self-swap will be automatically approved based on configured approval rules. The prerequisites for existing self-service features will apply to self-swap as well.

 

The benefits will be:

  • Empowering agents
  • Improving work–life balance
  • Increasing agent satisfaction
  • Reducing absences and contact center attrition
  • Help meet staffing needs, minimize variances, improve occupancy, and reduce overtime

Customer Request UI Change Availability

GA

On toggle

Partner Applications

Adapters

Remove Access Key Permissions for Account Mapping User

Currently, when mapping CXone with a partner platform, the connection is set up using the credentials of a CXone user account. This user is required to have several CXone permissions. In this release, the user will no longer need access key permissions. Fewer required permissions will increase security by removing unnecessary access.

Customer Request UI Change
Availability

GA

On deploy

UAE and Osaka Support

Presence Sync and Directory Sync will be available in the UAE and Osaka regions.

Customer Request UI Change
Availability

GA

On deploy

Voice Quality Metrics

Monitoring Gateway Subscriptions

Currently, you can view all types of call monitoring data with CXone Voice Quality Metrics. Monitoring Gateway Subscriptions will give you direct access to that data. You will be able to pull your call data directly out of CXone into your own monitoring platform. This will let you work with the data directly and visualize it according to your needs. You can be empowered to proactively control and monitor the health of your contact center.

 

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

Customer Request UI Change
Availability

CR

On toggle

Global Filter

Currently, when accessing your call monitoring data, Voice Quality Metrics queries the Contact Center database for all calls within your specified time range. After retrieving the calls, you can filter the list. Depending on your call volume, this can be a slow process to find certain types of calls.

 

In this release, a global filter will let you limit the calls that you request from the database. Instead of receiving all calls from the database, you can specify exactly which calls you want to view. For example, you can see only calls with poor quality, only WebRTC calls, and so forth. This filter will make troubleshooting faster and more convenient.

Customer Request
UI Change Availability

GA

On toggle

WebRTC Monitoring of CXone Agent Applications

Currently, WebRTC call monitoring is available for calls handled in MAX, Salesforce Agent, and Agent for Service Cloud Voice. In this release, WebRTC monitoring will also be available for calls handled in the following Contact Center Agent apps:

  • CXone Agent
  • CXone Agent Embedded
  • CXone Agent for Microsoft Teams
  • CXone Agent Integrated

Monitoring will be facilitated by the WatchRTC SDK. You must enable the SDK functionality to begin capturing and viewing data in VQM.

Customer Request UI Change Availability

GA

On deploy

CXone Quality Management

Calibration Evaluations Enhancements

  • You will be able to add up to 200 evaluators for calibrating forms and evaluations. Currently, you can add up to only 50 evaluators for calibrating forms and evaluations.
  • You will also be able to select evaluators based on groups. All the evaluators will be selected from the selected group. You will also be able to select evaluators separately along with group selection.

Customer Request
UI Change Availability

GA

On toggle

MyZone Updates

  • Plans Monitoring under My Zone will be changed to Evaluator Assignments. Evaluator Assignments will contain two tabs - Plans Monitoring and Manage Evaluations. Quality Managers will be able to see the list of all the evaluations initiated through Quality Planner or manual assignment. Quality Managers will be able to re-assign it to the other evaluators or themselves which will be in the New state.

Customer Request
UI Change Availability

GA

On toggle

Gen AI Driven Evaluation Summary

Supervisors will be able to understand their agent performance in a quality evaluation along with recommendations for improvement. A new tab, Evaluation Summary, will be added to review the summary and provide feedback.

 

This feature will be supported only for users with the CXone Quality Management Advanced or CXone Quality Management Premium license.

Customer Request UI Change Availability

CR

On toggle

Support Enlighten Sentiments in Quality Flows

While configuring the Quality Plan and auto-response rules - A new option (Enlighten Sentiment) will be added along with the existing one (Sentiment). Enlighten Sentiment is a customer sentiment generated by Enlighten, based on a predictive net promoter score (very positive, positive, neutral, negative, or very negative).

 

This feature will be supported only for users with the CXone Quality Management Advanced or CXone Quality Management Premium license.

Customer Request UI Change Availability

CR

On toggle

CXone Recording

Recording Policy Deny List for Screen Recording

You will be able to define a Deny list for applications and URLs. When a specified application or URL opens on an agent's desktop, the screen recording will stop. The Deny list will be applied to all calls with screen recording irrespective of recording policy.

 

This feature will prevent screen recording of sensitive data.

Customer Request
UI Change Availability

GA

On toggle

Recording Policies with Business Data

A new business data filter in Record and DNR policies will allow you to make recording or DNR decisions based on business data reported as part of the call metadata (CTI).

 

This feature will provide more flexibility during recording and allow more targeted and effective recording strategies.

Customer Request
UI Change Availability

GA

On toggle

Monitoring of Recording Quality

The quality of the recorded media stream will be monitored to provide more information about recording failures due to packet loss. A new recording alert will inform you about missing audio packets.

 

This feature will provide insights into recording failures and facilitate effective troubleshooting.

Customer Request
UI Change Availability

GA

On toggle

Improved Call Efficiency for Long Calls

Enhancements to the IVR recording flow will reduce the number of long calls and save unnecessary storage cost:​

  • Segments will be closed when a customer requests a callback and subsequently disconnects from the call.
  • Segments will be closed when a customer is routed to an agent, and the call is refused.

Fewer scenarios will lead to extended call recordings with both voice and screen.​

 

These enhancements will improve call efficiency and customer experience by reducing the occurrence and impact of long calls.

Customer Request UI Change Availability

GA

On toggle

Screen Monitoring Security Enhancement

Currently, the Can be Recorded (Screen) attribute is not required to enable agents to be monitored. In this release, you will need to enable the Can be Recorded (Screen) attribute for agents you want to monitor. Supervisors who want to monitor agents will not need this attribute.

Customer Request UI Change Availability

GA

On toggle

Reporting

Business Intelligence (BI) Reports

Enlighten Copilot Tab in CXone Billing Report

A tab called Enlighten Copilot will be added to the CXone Billing report. It will display the number of Enlighten Copilot for Agents sessions for the time period you choose

Customer Request UI Change Availability

GA

On deploy

CXone Dashboard Data in Audit Reports

Data from CXone Dashboard will be available in the Activity Audit report and Change Audit report. The Activity Audit report will display a log of dashboards and widgets that have been created, deleted, or duplicated. The Change Audit report will display a log of:

  • Renamed dashboards and widgets.
  • Changes to dashboard ownership.
  • Changes to who the dashboard is shared with.
  • Changes to widget settings.

Customer Request UI Change Availability

GA

On deploy

CXone Studio

These release notes apply to the web-based CXone Studio application.  For changes that also apply to the Desktop Studio application, select the Studio filter on the top right.

Script Auto-Save

Scripts are now automatically saved locally in your browser. This prevent changes from being lost when your Contact Center session expires.

Customer Request UI Change Availability

GA

On deploy

View Script History and Revert to Previous Versions

You can now view a script's save history in CXone Studio. The Version History list shows all saved previous versions of the script. For each version, you can see the date and time it was last saved and the user who saved it. When viewing a previous version, you can choose to restore that version. This makes it the active version of the script. The previous active version becomes the most recent previous version of the script. You can also choose to save a previous version as a separate script.

Customer Request UI Change Availability

GA

On deploy

Script Version Control with Promotion Through Development Stages

CXone Studio now has a version control system that allows you to move a script through various stages of development. This allows you to track a script's progress through the development life cycle. By default, there are four stages available: development, testing, staging, and production. Users with administrative permissions can configure which of the stages are available for use in your Contact Center system. CXone Studio users can promote a script from one stage to the next.

 

The version control system is RBAC-controlled. This means you can grant access to scripts based on user role according to the stage the script is in. For example, you can allow all Studio users access to development scripts but limit working with production scripts to managers only.

 

This feature will be available later in the release cycle.

Customer Request UI Change Availability

CR

On toggle

Use GitHub as a Version Control System for Script Changes

You can now use GitHub as a version control system. If your organization has more than one line of business, you can define each line of business in CXone Studio and assign a remote GitHub repository to each one. Script changes for scripts in that line of business can be synchronized with the assigned repository.

 

This feature will be available later in the release cycle.

Customer Request UI Change Availability

CR

On toggle

Support for Configuration Wizards in WORKFLOW EXECUTE and AGENT WORKFLOW CONFIGURATION Actions

You can now access the WORKFLOW EXECUTE and AGENT WORKFLOW CONFIGURATION action configuration wizards from CXone Studio. The wizards open when you click Open Editor in the action's properties. These actions allow you to set up CRM integrations with CXone Agent applications in your scripts.

Customer Request UI Change Availability

GA

On toggle

CXone Supervisor

Supervisor Action Notifications to Agents

Currently, the agents are not notified about any supervisor actions. In this release, there will be an option to notify agents upon the supervisor's actions: MonitorScreen MonitorCoachJoinTake Over, or Record. This feature will protect agent privacy.

 

Supervisors with the administrator privileges will be able to set the supervisor actions notification from the options listed under the Global tab in the Settings page. These global settings once set will be applicable to the entire tenant. To view and edit the global settings, supervisors must have Global Settings permission.

Customer Request UI Change Availability

GA

On toggle

Monitoring and Alerts Panel Moved

To enhance the user experience, the panel showing monitoring and alerts will be repositioned. With this repositioning, you will receive monitoring, alerts, and any additional information in a single panel.

Customer Request UI Change Availability

GA

On toggle

UI and UX Improvements

These improvements will be made to the CXone Supervisor user interface:

  • Team Filter: Currently, the Team filter includes all the teams irrespective of the assigned view. In this release, the Teams filter will list only the teams applicable to the assigned user-based view.

Customer Request UI Change Availability

GA

On toggle

  • Skills and Campaign Filters: Currently, the Contact Skill and Campaign filters show customized data for the Agents, Contacts, and Skills tab. In this release, for clarity and better user experience, there will be additional skill and campaign filters:
    • Skill Name: New filter, applicable for Skills tab.
    • Contact Skill: Existing filter, applicable to Agents and Contacts tab.
    • Campaign Name: New filter, applicable for Skills tab.
    • Contact Campaign: Existing filter, applicable to Agents and Contacts tab.

Customer Request UI Change Availability

GA

On toggle

  • Contact Information: In this release, the contact information under the Activity tab will have an option to copy the contact details.

Customer Request
UI Change Availability

GA

On toggle

Transcription

Continuous Stream Transcription Generally Available

Currently, Continuous Stream Transcription is in controlled release. In this release, it will become generally available. Continuous Stream Transcription provides an ongoing stream of transcription that's suitable for use with agent assist applications. When you use this transcription option, you can choose from two transcription services: Google Transcription and CXone Transcription. Continuous Stream Transcription is currently only available in North American English.

Customer Request UI Change Availability

GA

On toggle

Virtual Agent Hub

Native Support for Cognigy Agents

The Cognigy virtual agent will be available to use with Contact Center on voice and digital chat-based channels. Voice integrations will require a SIP backchannel configuration. Chat integrations will be able to be set up through Virtual Agent Hub. Cognigy is a company that specializes in conversational AI products, including this virtual agent offering. This update expands the list of virtual agent providers that are natively supported in Contact Center.

Customer Request UI Change Availability

CR

On toggle

CXone Workforce Management

Schedule Manager: Select and Clear All When Publishing New Schedules

In the Publish New Schedules window, you will have the option to select all or clear all selected scheduling units.

Customer Request UI Change Availability

GA

On toggle

RTA: Adherence Summary Tabs Including Active Agents

The tabs in RTA will be updated to show adherence data. At a glance, you can see how many agents are active (working or scheduled to be working), and are in or out of adherence.

 

In addition, two tabs will be renamed:

  • All will be renamed to Active Agents: The tab won't display all agents. Instead, the Active Agents tab will display data for the agents that are working or scheduled to work.
  • Alerts will be renamed to Unmapped: The column will continue to display agents whose ACD Login ID or actual activity isn't mapped.

Customer Request UI Change Availability

GA

On toggle

Intraday: Widgets Interface Upgrade

The display of the Intraday widgets will be updated to be easier to read. You will be able to hover over each graph for more details.

 

Currently, you can highlight the variance columns to see when the variance is high or low. In this release,, you will be able to include a heatmap that shows variance highlights at the bottom of each widget.

Customer Request UI Change Availability

GA

On toggle

Long-Term Forecasting

Introducing long-term forecasting capability. This feature will be available for CXone WFM Advanced users. This capability will let you generate forecast data for a duration ranging from 1 to 5 years.

 

Forecast data will be available at a granularity of a day level.

 

You will be able to perform several actions on the generated forecast job. This will include:

  • Download forecast data as a CSV file for in-depth analysis
  • Duplicate a job
  • Delete a job
  • View forecast data

Customer Request UI Change Availability

GA

On toggle

Removal of MFA for Clear Historical Data

Currently, when you want to clear historical data, the system asks for your login details. It doesn't use multi-factor authentication (MFA). Enabling MFA can disrupt the system.

 

This issue will be fixed by a new confirmation method before deleting historical data. The new method will not require your usual login details, like your username and password. Two-level confirmation will be provided. This will help stop any data from being deleted by mistake.

 

This change will improve the user experience and streamline the process.

Customer Request UI Change Availability

GA

On toggle

Improved Schedule Generation

As part of the schedule generation enhancement:

  • CXone Workforce Management will support digital channels, such as WhatsApp.
  • The generation process will be optimized to be faster and more accurate.
  • Changes to daylight saving time will be considered. For example, if the change occurs during a shift, the schedules will be adapted accordingly.
  • After the schedule is generated, you will be able to download a process report. If agents weren't included in the schedule, you could see why in this report.

Customer Request UI Change Availability

GA

On toggle

Self-Swap for My Zone

This feature will be available for CXone WFM Advanced users.

 

Self-swap will be added to the existing self-service component in My Zone.

 

How it will work:

 

Agents will be able to adjust their schedules. They will be able to remove the time intervals they wish to swap and add new time intervals for exchange. This will not alter their total working hours for the week or have a negative effect on staffing.

 

Self-swap will be automatically approved based on configured approval rules. The prerequisites for existing self-service features will apply to self-swap as well.

 

The benefits will be:

  • Empowering agents
  • Improving work–life balance
  • Increasing agent satisfaction
  • Reducing absences and contact center attrition
  • Help meet staffing needs, minimize variances, improve occupancy, and reduce overtime

Customer Request UI Change Availability

GA

On toggle

Distribution Rules

With distribution rules, CXone Workforce Management can understand how customer interactions are routed to agents. This will help copy the ACD routing, but not control where the interactions go. With this data, allocating agents will be more efficient.

Customer Request UI Change Availability

GA

On toggle

Bidding Template: Define Number of Patterns for Each Weekly Rule

When creating or editing a bidding template, you will have the option to select how many patterns of each weekly rule are generated.

Distribution Rules

With distribution rules, CXone Workforce Management can understand how customer interactions are routed to agents. This will help copy the ACD routing, but not control where the interactions go. With this data, allocating agents will be more efficient.

Customer Request UI Change Availability

GA

On toggle

Weekly Rules: Range for Consecutive Days Off

You will be able to select between 2 and 7 consecutive days off when creating or editing a weekly rule.

Distribution Rules

With distribution rules, CXone Workforce Management can understand how customer interactions are routed to agents. This will help copy the ACD routing, but not control where the interactions go. With this data, allocating agents will be more efficient.

Customer Request UI Change Availability

GA

On toggle

Manage Request Enhancements

In this release, the request management capabilities for managers will be enhanced.

  • Managers will be able to approve each request individually for an agent on a particular date.
  • Requests spanning multiple dates will be visible under all dates, not just the first date of the request.
  • The status of a multi-day request will be determined based on the status of individual requests within the multi-day request. If any request is pending, the entire multi-day request status will be pending.

Customer Request UI Change Availability

GA

On toggle

Self-Swap for Mobile

This feature will be available for CXone WFM Advanced users.

 

Self-swap will be added to the existing self-service component in the EM Agent app.

 

Agents will be able to adjust their schedules. They will be able to remove the time intervals they wish to swap and add new time intervals for exchange. This will not alter their total working hours for the week or have a negative effect on staffing.

 

Self-swap for mobile will be automatically approved based on the same configured approval rules used for self-swap in My Zone. The prerequisites for existing self-service features will apply to self-swap as well.

 

The benefits will be:

  • Empowering agents
  • Improving work–life balance
  • Increasing agent satisfaction
  • Reducing absences and contact center attrition
  • Help meet staffing needs, minimize variances, improve occupancy, and reduce overtime

Customer Request UI Change Availability

GA

On toggle

Release Adjustments

The Release Adjustments section describes the changes, removals, and additions made in the feature descriptions since the initial coming soon announcement for the 24.2 release.

Changed Features

This section describes changes that have been made to feature descriptions since the initial coming soon announcement. Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.

Agent for SCV

Clickjack Protection with Click2Jack

It was previously announced that you would need to add https://mydomain.force.com to your trusted domains. This was changed to https://mydomain.lightning.force.com.

Transfer Details Screen Pop

It was previously announced that the transfer details screen pop could include the call type. This was removed.

Bot Builder

Native Options Migrating from API Integrations to Scripts via Skill Store

Previously, it was announced that this feature would be controlled release. Instead, it will be generally available.

Features Removed from This Release

This section describes product changes that were included in the initial coming soon announcement and have since been removed from this release. These will not be part of the 24.2 release but may be part of a future release.

CXone Guide

Engagement Rule Builder

You will be able to create Guide engagement rules using the new rule builder. The rule builder will provide several prebuilt actions and conditions that you can customize to quickly create an engagement rule.

 

To access the rule builder, you will need to click the app selector and select Guide.

 

Any rules you created previously will not be migrated to the new rule builder. However, the ACD GUIDE Engagement Rules and ACD GUIDE Engagement Actions pages will remain for the time being. You will be able to continue creating and managing engagement rules on these pages or use the new rule builder.

Interactions and Playback

Player Enhancements

The redesigned Player will highlight key elements in a recording playback. The Player will improve the user experience and make reviewing and analyzing recordings easier and more efficient.

  • Interaction information will be displayed in one place in the Player header.​
  • A larger screen area will improve the screen playback.​
  • The Timeline view will be enhanced, and ACW time will be highlighted. ​
  • Enhanced icons will allow better visibility and use.​
  • When the whole contact is played back, there will be a segment level view. The corresponding segment information will be displayed in the Interaction Details tab.​
  • The Action menus will be consolidated into a single menu with all the options.

There will be an option to continue using the current Player.

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