This page has been updated to show the final products and features in the Spring 2023 release of Contact Center. Features are subject to change between now and the final deployment.
All new products and features are shown by default. If you want to see only products and features in your Contact Center system, you can clear the checkboxes to remove features you don't need from your display.
Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.
| Customer Request | The feature was developed by customer request. |
| UI Change | The feature introduces major user interface (UI) changes. |
| Availability | When you can expect to see the feature in your environment.
On toggle — This is a major release. The feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when that is. On deploy — The feature is immediately available when the new release deploys to your environment. |
Filter Contact Center Apps by FedRAMP Availability
The Platform Requirements page lets you filter Contact Center apps by whether they're available or unavailable for FedRAMP.
Google Verified Calls Discontinued
Google is ending use of their Verified Calls feature on 31 January 2023. If you're using this feature, contacts will stop seeing the verified calls UI when they receive phone calls from your organization after that date.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
AgentID Property Removed from Agent Assist Studio Action
The AgentId property in the Agent Assist Studio action will be removed from the Properties list. The field will be hidden and the script will automatically populate it with the appropriate variable name. This change will reduce confusion over which variable to use.
This update is described in more detail in the Studio section of this page.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Adapters
Previously in controlled release, Adapters is now generally available. Adapters includes:
Regional availability and other limitations apply. Contact your Contact Center Account Representative to find out if you can benefit from one or both of these Adapters applications.
If you used either Presence Sync or Advanced Directory Sync for Microsoft Teams in controlled release, you will notice these new features:
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Tag, Location, and Station Profile Page Improvements
Tag, Location, and Station Profile pages will have a new look and feel, but their basic functionality won't change. The benefits of the updates include:
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Bullseye Routing Support in APIs
Some APIs will contain bullseye routing fields. This will enable you to view certain metrics and generate reports for bullseye routing.
This update is described in more detail in the API section of this page.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Faster Return to Routing After Failover
Currently, Contact Center reloads all agent data following a failover before routing resumes. With this release, Contact Center will first load a minimal amount of agent data after a failover. This will allow routing to resume quickly and your agents to continue working sooner. Contact Center will continue to reload all remaining agent data while routing occurs.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Improved Way to Set Agent Availability in WEM Skills
Improvements to marking agent availability will minimize user entry errors. You will set when an agent is available rather than unavailable.
User experience will improve as you focus on available time rather than unavailable.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Support for Mapping Out-of-the-Box (OOTB) ACD Events in WEM Skills
With this enhancement, you will be able to map multiple agent states back to multiple activities. This will result in more accurate adherence scores.
The mappings will be automatically updated once deployed.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Google Contact Center AI SmartReply
Support will be added for the Google Contact Center AI (CCAI) SmartReply feature. SmartReply allows CCAI agent assist applications to suggest appropriate and relevant responses to agents in real time throughout the conversation. SmartReply responses will need to be set up and trained based on conversation data from your contact center. Suggestions from SmartReply will appear in the agent assist panel in the agent application. This feature will save agents the time of thinking of an appropriate response, so they can respond more quickly to contacts.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Google Contact Center AI Confidence Scores
Google Contact Center AI will display confidence scores with the suggested articles it shows to agents. This will help agents to better determine how relevant the suggestions are to the current conversation.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Agent Assist Studio Action Updated
The AgentId property in the Agent Assist Studio action will be removed from the Properties list. The field will be hidden and the script will automatically populate it with the appropriate variable name. This change will reduce confusion over which variable to use.
These updates are described in more detail in the Studio section of this page.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
See the Agent for Salesforce release history for a list of previous versions. The following features are included in version 23.0 and are planned for release in late March 2023.
Schedule Visibility Improvement for Dual WFM Integrations
If IEX WFM and CXone Workforce Management are enabled and the agent has permissions to both, agents will be able to see their schedules from both applications in Agent for Salesforce Lightning. This will allow agents to see their schedules without navigating away from the agent application.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Manual Selection for Name and Relates To Fields
When this setting is enabled in Agent for Salesforce Lightning, it will require agents to manually select values for the Name and Relates To fields. This will allow the agent to specify the input for these fields instead of limiting it to the automated value.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Restricting Directory History
When this setting is enabled in Agent for Salesforce Lightning, agents will not be able to call or transfer to numbers listed in the directory history. This will reduce the possibility that the agent incorrectly transfers the contact.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Transfer Salesforce Objects with Calls
When a call in Agent for Salesforce Lightning is transferred to another agent, the Name and Relates To field values will be transferred to the receiving agent along with it. This will allow agents to be more efficient in handling transferred calls.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Dutch (Netherlands) Language Support
Dutch (Netherlands) will be supported in Agent for Salesforce Lightning.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
The following features are planned for release in late March 2023.
Single Sign-On Capability
Single sign-on will be available for Agent for Service Cloud Voice and Salesforce. This will ease the login process for users.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Omni-Flow Support
Salesforce Omni-Flows will be supported. Users will have the capability to set up screen pops, data memorialization, and supervisor support using Omni-Flows.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Launch Indicators
When you enable launch indicators using Studio scripting, agents will be able to see them.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Omni-Supervisor Additions
Supervisors will be able to use listen-in and barge-in capabilities.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Bullseye Routing Support in APIs
Some APIs will contain bullseye routing fields. This will enable you to view certain metrics and generate reports for bullseye routing. Bullseye routing fields will be added to the following APIs:
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Reporting API Version 27
You will be able to use a new Reporting API version. This version includes updates to the following endpoints:
Full details are available on the developer portal.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Search for DIDs by POC Name
When assigning DID numbers to CXone Attendant users, you will be able to search for provisioned DIDs by number or point of contact (POC) name. Currently, the DID drop-down list only allows searching by POC number.
This feature will provide an improved search experience when assigning DIDs to users.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Sort and Filter Enhancements on Messages Tab
You will be able to sort and filter many columns in the Messages tab, including Status, Created Date, From, and Contact ID. Currently, the Messages tab provides limited sorting and filtering capability. This enhancement will make it easier to manage a larger list of voicemails. This will also allow you to perform a global search through the columns to easily find the records you are looking for.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Delete Voicemail Messages
Currently, voicemail messages cannot be completely deleted. This may cause performance issues for customers with very high voicemail volume. With this release, voicemail messages will be completely deleted according to the time frame set in the Voicemail Retention setting located on the CXone Attendant tab of your business unit.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Net Staffing Bar for the Week View
The net staffing bar will be available for the Week view under the Schedule Manager page. The bar will show staffing conditions on a particular day of the week.
Having the net staffing view for a week will help in:
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Support for Partial-Day Trade Requests
Agents will now enjoy expanded flexibility to choose both partial- and full-day trades. Similar to how agents don’t always need a full day off, they don't always want to trade a full-day schedule.
Multiple trade configurations will be available to the agents for making trade requests.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Forecasting—Editing Forecasted Volume, AHT, and Bulk Action
When editing the forecast data, you will be able to:
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Manual WFM Skill Allocation
You will be able to define how the volume of a WFM skill will be handled by scheduling units. This will be done by setting a percentage that distributes the volume across the respective scheduling units.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Add-On: Employee Engagement Manager
Employee Engagement Manager (EEM) is a purchasable add-on for IEX WFM Integrated that supports schedule flexibility and enhances agent satisfaction in the contact center. In the Spring 2023 release, it will move from controlled release to general availability for organizations using IEX WFM Integrated. EEM offers significant benefits for all contact center roles.
EEM empowers agents to view and change their schedules from the convenience of any browser or from a smartphone app. Schedule-change options are matched to individual agents based on their WFM skills, preferences, and availability.
For supervisors, EEM provides a dashboard to monitor agent intraday performance. It also makes it easy to communicate with agents and WFM administrators via instant messaging.
WFM administrators can use EEM to analyze performance indicators and staffing level variances in real time. EEM also provides proactive recommendations when staffing adjustments are indicated.
Employee Engagement Manager automatically updates IEX WFM Integrated with schedule changes it receives. It enables you to automate and optimize up to 80% of your contact center’s manual intraday management processes. For more information on enhancing your IEX WFM Integrated system with Employee Engagement Manager, contact your Contact Center Account Representative. A minimum of 300 seats is required for this module.
If you used Employee Engagement Manager in controlled release, you will notice these new features:
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
More Filters for Search Page
The Search page will have new filter options that you can use to search all of your available data. You will be able to search by language, company profile terms, categories, and some commonly used metrics.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Enhancements to Auto-Suggestions
When you add a metric to a dataset, category, widget, or filter, a list of auto-suggestions appears. This list will be updated to remove auto-suggestions that are not helpful.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Language Support for European Spanish and Dutch
Users will be able to analyze interactions in European Spanish and Dutch (Netherlands) in addition to interactions in English, French, German, Brazilian Portuguese, Canadian French, and Spanish. You will be able to create separate datasets for each of these languages; that is, one language per dataset.
When you add European Spanish or Dutch (Netherlands) analysis to Interaction Analytics, a drop-down for language is available for dataset creation and for category and workspace templates. To support datasets in European Spanish and Dutch (Netherlands), you will be able to create custom categories, sentiments, and entities. Selected widgets and filtering capabilities will also support these languages. The Interaction Analytics user interface remains in English only.
Each language in addition to English is a purchasable add-on. Ask your Contact Center Account Representative for more information.
AutoDiscovery, Enlighten features, out-of-the-box annotations, and certain widgets will not be supported in European Spanish or Dutch (Netherlands).
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Localization
The UI for Interaction Analytics will display in the same language as the user's default browser settings. If a language is not supported, the default display language is English. Areas of the application that are configurable, such as dataset names, category names, and widget names, will not be translated. Supported languages will include:
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Change Default Language for Transcriptions
You can specify the default language for interaction transcriptions. This is helpful if your call center mostly uses a language other than English. You can only select one language as the default. The default is set to English if no language is selected. Ask your Contact Center Account Representative to help you take advantage of this new feature.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Manual Fax Override
You will be able to enable a manual fax override button for Personal Connection calls. This will quickly mark the numbers as fax machines.
This is described in more detail in the Personal Connection section of this page.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Dutch (Netherlands) Language Support
Dutch (Netherlands) will be supported in MAX.
| Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Voice Quality Metrics Integration
You will be able to collect Voice Quality Metrics data for agents using Integrated Softphone in MAX. Voice Quality Metrics is an application for near real-time monitoring of the quality of voice calls in Contact Center. You can use the application to discover, diagnose, and troubleshoot call quality issues for contact and agent call legs.
If you don't currently use Voice Quality Metrics and would like to add it in advance of this new feature, talk to your Contact Center Account Representative.
| Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Manual Accept
When this setting is enabled, agents who are on an active voice connection in MAX will have to manually click Accept or Reject for any incoming contacts. This will allow agents to have complete control over when or if to accept incoming contacts. This feature will be released later in the Spring 2023 release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Improved Voicemail Laydown Accuracy
Contact Center will be able to deliver a voicemail when it reaches a voice mailbox with greater than 85% success rate. It will apply a disposition to indicate whether the voicemail was left successfully. This update will increase the number of successfully completed agentless interactions.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Incorporate Canadian Postal Codes in the Regional Lookup
The system will be able to locate time zones from a phone number prefix or Canadian postal code. This information will be used to comply with regulations regarding what time of day calls can be made to contacts.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Viewable and Modifiable Proactive XS Settings in Skill Management
You will be able to see whether Proactive XS interactions are currently active from the Skill Management page. You will also be able to make changes to them from the same screen. This will enable you to easily see the status of your Proactive XS-enabled Personal Connection ACD skills and quickly adjust incorrect settings.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Priority Blending with Omnichannel Session Handling (OSH)
You can now activate priority blending within an OSH environment.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Manual Fax Override in MAX
You will be able to enable a manual fax override button in MAX. This will help agents quickly dismiss a call they identify as a fax machine and will allow them to move on to the next call faster. To enable the button, set Call Progress Analysis to Classify or Classify with Answering Machine Detection and select Fax in the CPA Management parameters page.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
API Version 27
You can use a new Reporting API version. This version includes updates to the following endpoints:
Full details are available on the developer portal.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Improved Scheduling
Contact Center will adopt a new back-end tool for scheduling data download and custom reports. Instead of failing, reports run during high-traffic times will be queued until the system is able to process them.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Column Name Change in Billing Report
The Time column in the Billing report will be renamed to Date to better reflect the data.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Updates to Contact History Report Filters
While applying filters to the Contact History report, you can:
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Custom Reporting Tool Tips
Various tool tips have been added to Custom Reporting. If you hover over a blue question mark, information will pop up to explain more about terms and features you're using.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Support for Amelia Version 5.6.3
SmartAssist will be updated to support Amelia version 5.6.3.
This feature will be deployed to all SmartAssist customers in advance of the Spring 2023 release. The current target date is January 2023.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Agent Assist Studio Action Updated
The AgentId property in the Agent Assist Studio action will be removed from the Properties list. The field will be hidden and the script will automatically populate it with the appropriate variable name. This change will reduce confusion over which variable to use.
No action will be required from you to update your scripts. If you have an existing script that uses a different variable from the recommended ones, the system will automatically update your script. It will replace the variable you use with the recommended, default variable. The default variables are {agentId} for inbound scripts and {__agentId} for outbound scripts.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Background Noise Handling for Voice Interactions
A new configuration setting will be added for use in virtual agent scripts for voice channels. The setting will improve user experience when the contact is in a noisy environment. Currently, if the virtual agent detects a lot of background noise, it may have a hard time telling the difference between the contact speaking and other sounds on the call. It may incorrectly interpret the sound as silence and treat the call as if the contact had not responded.
To prevent this outcome, you will be able to set a new timeout parameter in your script. This parameter, maxUtteranceMilliseconds, will start a timer as soon as the virtual agent detects audio on the call. When the timeout limit is reached, the virtual agent will attempt to determine the contact's intent from the captured audio. If it's able to determine an intent, the virtual agent will send a response. If it isn't able to determine an intent, the virtual agent will do one the following:
This feature will be deployed to all Virtual Agent Hub customers in advance of the Spring 2023 release. The current target date is January 2023.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Google Verified Calls Discontinued
Google is ending use of their Verified Calls feature on 31 January 2023. If you're using this feature, contacts will stop seeing the verified calls UI when they receive phone calls from your organization after this date.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Rule Execution Frequency Changes
Existing rules that use the Automatic setting will be automatically changed when this release is deployed to your business unit:
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
These features are adjustments to those previously announced.
Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.
API Version 27
This feature was previously announced as a new API version including updates to the following endpoints:
Instead, it now includes updates to only these endpoints:
Full details are available on the developer portal.
Each item includes a description of the feature as it was previously published on the Coming Soon page. These features will not be a part of the Spring 2023 release.
Real-Time Transcription Support
Real-time transcription will be available. Transcription will be dependent on the use of APIs. If you have questions regarding transcription set up, contact your Contact Center Account Representative.
To see the following features in detail, select the product in the filter on the right.
Adapters
ACD
CXone Attendant
CXone Attendant sometimes showed empty voicemail messages with no create date, source, or contact ID.
IEX WFM Integrated
Reported contact counts were inaccurate when emails and a call were handled at the same time.
MAX
Personal Connection
The downloaded list of prospective contacts showed the Modified Date for a change but didn't reflect the actual change.
Reporting
Attempting to sort a custom report template by point of contact name failed to save. It produced no error message.
Studio
Web Intercept Version Management Tabs Removed
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
These features are part of Feedback Management R41, which begins deployment on 1 April 2023.
Rolling Interval Support for Trend Charts
Rolling, or moving, calculations smooth out short-term fluctuations in data to help you identify overall trends and patterns. Rolling calculations don't change how the calculations are made. Instead, it changes the time period represented by each plotted data point. Each data point is the average of all data for the past few days. This makes it easier to see a gradual incline or decline in your numbers.
In this release, the following charts will support rolling calculations:
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Banner Logo Support
You will be able to add a banner logo in modern survey themes. This will let you provide a branded survey experience for greater impact. A banner logo fills the width of the survey window while maintaining its original proportions, so the image won't become distorted when viewed from different devices.
This update will not impact logos that appear in your current live surveys.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Default Answer Background Color Override
When you select a new text color for your survey answers, the default background color changes to a matching color that contrasts the selected text color. In this release, you will be able to override the default background color.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Improved Survey Navigation
The previous and next arrow buttons in surveys will be more visible. This will make it easier for people taking surveys to review and change their previous responses.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Better Desktop Display for Web Intercept
When you display a web intercept on a desktop, the minimum height will be greater. This will make it easier to read and complete the survey.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Improved Administration Pages
Some of the administration pages will match the structure and style of the CXone user interface. This will make them more secure and easier to use. These pages will also move to Admin > Advanced Admin in the Feedback Management navigation pane.
The improved administration pages are:
Failed Jobs Tab on Scheduled Jobs Page
A Failed Jobs tab on the Scheduled Jobs page will make it easier to locate and troubleshoot failed jobs.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Marathi and Kannada Language Support
Feedback Management will include support for the Marathi and Kannada languages. This will enable respondents to take surveys in these languages.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
IVR Survey Comment Technology Upgrade
Feedback Management currently uses Nexidia speech-to-text (STT) to transcribe IVR survey comments. This release will include updates so ElevateAI can replace Nexidia STT. ElevateAI improves accuracy for English and Spanish recordings.
If you currently use Nexidia STT for IVR survey comments, you will be able to upgrade to ElevateAI sometime after the release. The upgrade will not disrupt your system.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Tokens in Grid Questions
Survey authors will be able to include tokens in grid row questions. They will do this by using HTML tags in either the Survey Build or the Manage Translations page. This will help to personalize questions with contact field values or customize questions based on responses to previous questions.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Version Management Improvements for Web Intercept
The tabs for accessing drafts, working copies, and published versions have been removed. This makes it easier to manage different versions of web intercept surveys. It also creates a more consistent experience for managing working copies and published copies across distribution methods.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Require Manual Agent Accept
When this setting is enabled on an inbound ACD skill, agents who are on an active voice connection in MAX will have to manually click Accept or Reject for any incoming contacts. This will allow agents to have complete control over when or if they accept an incoming contact.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Hide Caller Phone Number
When this setting is enabled in permissions, the contact's caller ID or ANI will show as Restricted for the agent in MAX. This will allow for caller's contact details to be confidential when needed.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Integration Version 3.0 - Standardized Communication with Bots
A new integration version will be released for all virtual agent providers that CXone supports. The new integration version will provide a standardized method of communicating with virtual agent bots via scripts. This will make it possible for Studio script writers to create scripts that can be used with any virtual agent provider.
You will be able to upgrade to version 3.0 at your convenience.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
ACD
CXone Attendant
CXone Attendant sometimes showed empty voicemail messages with no create date, source, or contact ID.
IEX WFM Integrated
Reported contact counts were inaccurate when emails and a call were handled at the same time.
MAX
Personal Connection
Reporting
Attempting to sort a custom report template by point of contact name failed to save. It produced no error message.
Studio