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This page shows features currently planned for the Spring 2023 release. Features are subject to change between now and the final release dates. Users will be able to access these features, depending on their permissions and purchased applications, once their business unit has been updated. The online help continues to reflect the previous version of the product being used by most customers.
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 major user interface (UI) changes. |
| Availability | When you can expect to see the feature in your environment.
|
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 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
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.
| 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 |
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.
| 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 |
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 |
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:
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 |
Set Default Language in BackOffice
You will be able to select a default language for interaction transcriptions. This will be helpful if your call center mostly uses a language other than English. You will only be able to select one language as the default. Any other language aside from the default will still need to be configured in the skills section of Back Office. The default will be set to English if no language is selected.
| 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 |
Monitor Quality of Service on WebRTC Agent Leg
Currently, Voice Quality Metrics monitors all SIP voice traffic. With this release, you will be able to monitor agents' WebRTC sessions. You will also get additional data, such as Internet Service Provider (ISP), location, average bit rate, average RTT, and other unique data specific to the WebRTC protocol.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Extended Data Retention
Currently, you can only see calls for a business unit for the last seven days. With this release, you will have the option to select the date range for the calls you want to view. The largest date range is the last 30 days.
This feature will allow you to monitor and troubleshoot data with a longer retention period and to compare between weeks.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Expanded WebRTC Data Elements with Filter and Export Capabilities
With the new ability to monitor agent’s WebRTC sessions, 14 relevant metrics will be added to the existing 32.
You will see the following data elements added as columns to the grid:
You will also be able to filter the metrics and export them as a CSV file. This feature will enable you have more visibility on WebRTC metrics.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Filter Enhancements
The filter window will be enhanced to group both the current and new filter metrics into four different categories:
This will shorten the process of filtering data and improve the user experience by making it easier to find the right filter metric.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Integration with Call Quality Explorer
A new link for Call Quality Explorer (CQE) report will be added in the Call Details and Associated Contact Ids tab. This will open CQE in a separate tab. With this feature, you will be able to easily access the call’s associated contact ID, call events, and mega ladder.
You must enable CQE in Reporting permissions to see the link.
| 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 |
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 |
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 |
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 |
These are the bugs and known issues that are fixed on this update.
These are the bugs and known issues that are fixed on this update.
This cumulative update introduces the following feature:
This page shows features currently planned for the December 2023 Minor release. Features are subject to change between now and the final release dates. Users will be able to access these features, depending on their permissions and purchased applications, once their system has been updated.
The online help continues to reflect the previous version of the product being used by most customers.
See the Agent for Salesforce release history for a list of previous versions.
WatchRTC SDK Integration
The WatchRTC SDK will be integrated with Agent for Salesforce. It provides an overview of WebRTC health for your organization. It will automatically collect application and user data for you to analyze. Integrated Softphone and Voice Quality Metrics must be enabled in your system before you can use it.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Real-Time Sentiment Analysis
In this release, Service Cloud Voice will support real-time sentiment analysis of call conversations. Agents and supervisors will be able to view turn-by-turn sentiment. They will also have access to call recordings from previous conversations.
This feature will allow supervisors to do the following:
This feature will only be available for Salesforce organizations in North America.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Frontline Agent Client for Kustomer
You will be able to embed the Frontline Agent Client (FAC) into the Kustomer CRM. This will let agents handle conversations from one screen all within the CRM. FAC will be powered by Contact Center infrastructure and integrate with the functionality of Kustomer. For example, new interactions automatically create conversations in Kustomer.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
API Signature Service
The API signature service is an API that will let you enhance your security with the following features:
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
These features will be available later in the release cycle, in January 2024.
Added Survey Substatuses
Two new substatuses will help you monitor IVR engagement. They will help you determine why contacts didn't take a survey they agreed to take while waiting in a call queue.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Undo and Redo Buttons in Text Editors
In text editors throughout Feedback Management, undo and redo buttons will be available. These will allow you to undo your most recent action in the text editor and to redo an action you just undid.
This feature will not be available on the Web Intercept page.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Improved Security for Direct Data Access
Currently, you log in to Direct Data Access using a username and password. In this release, Direct Data Access will support a new authentication method. You will be able to use an access key and a secret key for your login credentials. Eventually, you will only use these keys instead of a username and password. This will enhance security and help protect your information.
| Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
These are the bugs and known issues that are fixed on this update.
These are the bugs and known issues that are fixed on this update.