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Release Notes

RingCentral Contact Center Central | 2024-4 Release

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

Coming Soon in the 24.4 Release - Central

This page shows the products and features currently planned for the 24.4 release cycle, which begins on 15 October 2024 and ends when the next release begins, which is currently targeted for 29 January 2025. 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. Some of the features are still in controlled release (CR) and not yet available.

How to Use This Page

Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.

Customer Request The feature was developed by customer request.
UI Change The feature introduces 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 Contact Center Account Representative.
 
  • When you can expect to see the feature in your environment.
    • On toggle—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.

ACD

ACD Routing

Multiple Routing Attributes

Currently, the ability to use more than one routing attribute at the same time is in controlled release in the United States and Australia. In this release, it will become generally available in the United States, Australia, and Europe.

 

A routing attribute lets you narrow the pool of agents assigned to the ACD skill who are eligible to receive an interaction. For example, you could require that the agent has a certain license or certification. Multiple routing attributes will let you further narrow the pool of eligible agents. For example, you could specify that an agent with the correct skill must also have a certain license and be able to speak a certain language to be eligible to receive the interaction. This will give you more control over which agents an interaction can route to without creating a lot of ACD skills, reducing administration tasks and simplifying maintenance.

 

To set up multiple routing attributes, you will need to apply attributes to your agent user profiles. You will then use Studio scripts to route interactions to agents based on the ACD skill and the chosen attributes. To avoid narrowing your agent pool so far that interactions become stuck in queue with no matching agents, it will be best to use no more than five routing attributes per routing action.

 

You will need to have dynamic delivery enabled for your system to use multiple routing attributes.

Customer Request ✓ UI Change ✖ Availability

GA

On deploy

Cxone Attendant

Display Voicemail Message Timestamp in User Time Zone

Currently, voicemail message timestamps in CXone Attendant display in the business unit time zone with no option to adjust the setting to reflect the user's local time zone.

 

In this release, you will be able to adjust the voicemail message timestamps so that each user sees them in the time zone configured for their CXone user profile. This will make it easier for you and your agents to find voicemails according to the time they were received.

 

To make this change, you must have administrator permissions in CXone Attendant.

Customer Request ✓ UI Change ✓ Availability

GA

On deploy

Developer Portal

Developer Portal Enhancements

The following are updates made to the CXone developer portal during the 24.3 deployment period:

Customer Request ✓ UI Change ✓ Availability

GA

On deploy

DEVone Integrations

Customer Dynamics

Safe Select

Safe Select is an all-in-one campaign management tool. It simplifies compliance around campaigns sent through voice, SMS, and email channels. The process of agents approving each communication also determines the order of records. This is useful for TCPA requirements in certain jurisdictions. Other key features of Safe Select are:

  • Gamification features to keep agents engaged.
  • Detailed and customizable suppression rules for contacts in different states and districts.
  • Omnichannel campaigns that let agents switch from one channel to another.
  • Calls to action to automatically add engaging links and buttons into outbound messages.
  • Payment processing with C3 Payments for quick and secure collections payments.

Customer Request ✓ UI Change ✖ Availability

GA

On deploy

C3 Payments

C3 Payments is a PCI-compliant payment tool. It offers a system of workflows for contacts to make a one-time secure payment. These workflows can be initiated by an agent and also be used in agentless interactions. They keep the agent out of the PCI scope, which ensures compliance for your business and security for your contacts. Other key features of C3 Payments are:

  • While the agent is not involved in a transaction, they can be notified in their agent application of the progress of the payment.
  • You can keep various systems in sync, like your CRM, ticketing, or billing systems, after payments are made.
  • A mobile SDK to build this functionality into your mobile app.

Customer Request ✓ UI Change ✖ Availability

GA

On deploy

Surfly

Surfly Standalone Video Chat

Currently, Surfly offers video chat in combination with co-browsing. In this release, Surfly will offer video chat as a standalone product. If you don't need co-browsing, you can still let agents add video to any interaction.

Customer Request ✓ UI Change ✖ Availability

GA

On deploy

Textel/Capacity

SMS Expansion

Textel's core SMS product will receive the following enhancements:

  • Payments Solution: Customers will be able to securely collect payments without exchanging payment information over SMS. A pop-out in the agent application will let the agent initiate the payment. This will use your existing payment merchant, which lets you avoid setting up additional payment infrastructure.
  • SMS Line Intelligence: You will be able to validate all contact phone numbers. This will ensure that the numbers support SMS and will prevent you from incurring any unexpected messaging costs.
  • Okta MFA Support: If you use Okta as an identity provider, you will be able to use Textel for the SMS component of MFA.
  • Alpha Sender ID: Textel will provide alphanumeric sender IDs so you can send texts internationally. This may also help you expand the number of countries you can send texts to.

Customer Request ✓ UI Change ✓ Availability

GA

On deploy

CXone Expert

Generative Search

A customizable search experience will let you smoothly incorporate your unique queries, permissions, and needs into CXone Expert. It will let your consumers source relevant, concise information without reading multiple articles. They will be able to use natural language search in their questions and receive natural language in their answers. This will increase query resolution efficiency and decrease support events.

Customer Request ✓ UI Change ✓ Availability

CR

On toggle

Generative Response Reporting

Generative response reporting will let you monitor generative search queries, feedback, and click-through rate on source articles. This will help you to make informed decisions about content and generative AI settings to improve user satisfaction and increase utilization.

Customer Request ✓ UI Change ✓ Availability

CR

On toggle

Generative AI Documentation

Documentation about the CXone Expert generative AI tools will guide you to do the following:

  • Improve content quality to provide better generative responses.
  • Increase generative AI tool utilization.
  • Adjust generative AI settings to increase consumer satisfaction.

Customer Request ✓ UI Change ✖ Availability

GA

On toggle

Expert Kernels Report

The Expert Kernels report will give you insight into usage, queries, and content adequacy. This will help you to identify content gaps and assess content readiness for AI and LLM applications.

Customer Request ✓ UI Change ✓
 Availability

GA

On toggle

JWT Token Provisioning

A new method of cross-platform authorization will work with OIDC configurations to provide faster authentication. This will allow Enlighten Copilot to work seamlessly.​​ Receiving JWT ID tokens from Enlighten Copilot will enable IdP users to authenticate in one API call without having to authenticate with CXone Expert prior to making kernel requests.​​

Customer Request ✓ UI Change ✓
 Availability

GA

On toggle

Instant Translation Report

This report will let you view the number of translated pages on your site in a chosen date range.​ This will help you to assess usage and overages to stay within budgeted limits and to make decisions about localization and translation. It will answer questions like how many languages users translate into, which languages are popular, and which pages are translated most often.​

Customer Request ✓ UI Change ✓
 Availability

GA

On toggle

Import/Export Tool Enhancements​

Currently, the import/export tool lets you export content from a primary CXone Expert site and import it into a destination CXone Expert site to provide a localized or branded knowledge experience.​

 

In this release, more granular site resource selections for export outputs will prevent resource overwriting during import. This will provide the following benefits:​

  • Faster localization and reduced run-time of imports and exports.​
  • More compact output for easier sharing throughout the localization process.​
  • No need for post-import manual reverting.

Customer Request ✓ UI Change ✓
 Availability

GA

On toggle

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