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Release Notes

RingCentral Contact Center User Hub | 2024-1 Release

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 2024-1 Release – User Hub

This page shows features currently planned for the 2024-1 release cycle, which begins on 8 February 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 2024-1 release cycle, but you will have them all by 25 July 2024. Remember that you may be required to purchase a license to access some of them.

 

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 major user interface (UI) changes.
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

Weak Password Prevention

Each user's password will be checked against a repository of commonly used passwords. If their password matches one of the commonly used passwords, they will be forced to create a new password. Some of the passwords that will be rejected include:

  • Any password that includes the word "password." For example, Password@1234.
  • Any password that includes the user's email address, username, first name, last name, or system name.

Passwords will be checked against this repository whenever:

  • A new user is activated.
  • A user's password expires.
  • A user resets their password.

The CXone Agent Suite is the next generation of agent applications. You can integrate your CRM with those agent apps.

Customer Request
UI Change Availability

GA

On toggle

Users Can Unlock Their Own Account

Currently, whenever a user is locked out of their account, an administrator has unlock it for them. In this release, users will be able to unlock their own account. They can do so by resetting their password with the Forgot Password link in the login window. This update will remove the need for administrators to spend time unlocking user accounts.

Customer Request UI Change
Availability

GA

On toggle

Removed Applications and Features

Legacy CRM Agent Applications Removed

These CRM agent applications have reached end of life:

  • Agent for Microsoft Dynamics (Tenfold)
  • Agent for Oracle Service Cloud (Legacy Agent)
  • Agent for ServiceNow (Tenfold)
  • Agent for Microsoft Teams (Tenfold)
  • Agent for Zendesk (Tenfold)

The CXone Agent Suite is the next generation of agent applications. You can integrate your CRM with those agent apps.

Customer Request UI Change
Availability

GA

On deploy

Supervisor (Legacy) Application Removed

The legacy Supervisor application will be removed from Contact Center. After 31 March 2024, you will no longer be able to access or use it. You can use the new CXone Supervisor application for a similar but improved experience.

Customer Request UI Change Availability

GA

On deploy

End of Support for ScreenAgent 2.x

To ensure that Contact Center Recording Workforce Engagement (WEM) delivers a seamless customer experience that utilizes the most up-to-date technology, the following ScreenAgent versions will no longer be supported and will not enable screen recording from March 1, 2024:

  • ScreenAgent for Windows versions below 3.0.22
  • ScreenAgent for MAC versions below 3.0.1

If you are using ScreenAgent versions 2.x, you will need to upgrade all your users to ScreenAgent versions 3.0.x before March 1, 2024.

 

You can find the latest version of ScreenAgent in the downloads page.

Customer Request UI Change Availability

GA

On deploy

New Applications

Omilia Voice Biometrics

Currently, Omilia Voice Biometrics is in controlled release. In this release, it will become generally available.

 

You will be able to authenticate contacts on voice channels using Omilia Voice Biometrics. Omilia Voice Biometrics is a service provided by Omilia and integrated into Contact Center with Agent Assist Hub. It uses a voice print from a verified contact to verify that contact's identity in future calls. This saves agents time because they don't have to ask identifying questions on each call.

 

Contacts will need to complete an enrollment process that establishes their identity and creates a baseline voiceprint. An agent must help with the enrollment process. Each voiceprint is associated with the contact's ANI. Enrollment typically takes around 20 seconds to complete.

 

Any time the contact calls after being enrolled, Omilia Voice Biometrics listens to the first part of the conversation with the agent, then compares the voiceprint of the caller to the baseline voiceprint. It only requires a few seconds of normal conversation to match the voiceprint. The results of the verification are displayed in the agent application.

 

Customers who have been using Omilia Voice Biometrics in controlled release will notice these new features:

Customer Request UI Change Availability

GA

On toggle

Omilia Text Virtual Agent

Currently, support for Omilia text virtual agent integrations is in controlled release. In this release, it will become generally available.

 

You will be able to use Omilia text virtual agents with Contact Center. You will be able to set up the integration of these third-party virtual agents in Virtual Agent Hub. The integration process will also require configuration in the Omilia virtual agent management console.

Customer Request UI Change Availability

GA

On toggle

CXone Dashboard

CXone Dashboard is the new and enhanced suite-centric data visualization solution. It will provide customers with advanced visualization of both real-time and historical, cross-domain contact center metrics. The improved dashboard application will offer a comprehensive operational picture, tracking key metrics across both voice and digital channels, for an omnichannel view of the contact center. With visualization features and customization options that are as simple as dragging and dropping widgets, making data accessible to everyone. Designed to increase visibility and improve every customer experience, the dashboard will provide actionable insights relevant to various roles within the contact center, granting everyone access to essential business KPIs.

  • The CXone Dashboard application will offer a user-friendly interface with ready-to-use and customizable widgets, allowing visualization of data from ACD, Digital First Omnichannel, CXone QM, CXone Interaction Analytics, Guide.
  • You will be able to create, share, export, and project dashboards. Its improved interface will provide a better user experience, ensuring faster performance and an overall better experience.
  • With the new dashboard, the new CXone Performance Management will be supported, which will include specific widgets and features for CXone PM. These features will be in controlled release and are not included in the 2024-1 GA release.
  • Integration with the new CXone Coaching application will be included in the new dashboard with the addition of a new coaching widget.

In the 2024-1 release, the CXone Dashboard will become generally available. It is currently in a controlled release (CR).

  • With the 2024-1 release, the new Dashboard will be available to all customers. Any dashboards created with the current Dashboard will be automatically migrated to the new CXone Dashboard as part of the automatic dashboard migration.

    For more information, see the Dashboard migration guide.
  • It is recommended you switch to the new CXone Dashboard application before the current version of Dashboard is discontinued and take advantage of the enhanced features.
  • Customers in FedRAMP environments will continue using the legacy dashboard until the new dashboard is FedRAMP certified.

Customer Request UI Change Availability

GA

On toggle

Performance and Load Testing

A new service called Performance and Load Testing will perform stress tests on your Contact Center system. This verifies it can handle traffic during change events and during peak times, such as holidays and new product launches. Performance and Load Testing can: 

  • Test inbound voice to IVR
  • Mimic an agent for full end-to-end call testing
  • Simulate outbound campaigns
  • Test chat and email

You will need to contact your Contact Center Account Representative to order the test and specify the requirements for it. Contact Center Professional Services will then manage the process for you.

 

Using a CXone service to test your system will give you full support from the Contact Center platform and team. This ensures careful monitoring and process management, keeping your system safe.

Customer Request UI Change
Availability

GA

On deploy

Click-to-Call

Click-to-Call will be available in controlled release. It will let you add a button to your website where visitors can reach one of your live contact center agents using their browser's softphone. This will help you to reduce or eliminate: 

  • Extra steps to connect to a Sales or Support team.
  • Overhead costs, such as service number fees and mobile surcharges.

You will be able to add the Click-to-Call button to your website without advanced coding knowledge. It will only require you to copy in a few lines of code. Click-to-Call will only be available for website visitors using a desktop device.

Customer Request UI Change
Availability

CR

On deploy

Enlighten Actions

This product is in controlled release (CR) and not yet available for everyone. If you are not part of the CR group and would like more information, contact your Contact Center Account Representative.

 

Enlighten Actions, an AI-driven tool for CX leaders, will enable you to get operational and CX insights based on multiple datasets. It will also guide management teams to make informed and data-driven decisions. Using AI models and advanced applications within Contact Center, you can benchmark service levels, develop actionable plans, and gain insights into the best next steps for desired outcomes.

 

With Enlighten Actions you will be able to:

  • Create conversational prompts and receive data insights.
  • Save your prompts for future use.
  • View responses in different formats, while displaying relevant visualization.
  • Export and share data visualizations in various formats for flexible analysis.
  • Save favorite charts and view them in different formats.
  • Customize Enlighten Actions to suit your requirements.
  • Send emails to agents and supervisors, generate context-based messages, and customize content.

Enlighten Actions will be available as controlled release.

Customer Request UI Change
Availability

CR

On toggle

Enlighten Autopilot

Enlighten Autopilot will be available as a new virtual agent. It will come equipped with Enlighten XO AI and over 30 years of interaction data. Autopilot will provide a seamless customer experience and decrease escalations to live agents.

 

Autopilot will:

  • Respond conversationally.
  • Learn from your organization's data to improve its responses.
  • Offer out-of-the-box AI models built on actual data.
  • Identify and rank customer intents.
  • Assign tasks to customer intents.

You will be able to customize Autopilot to meet your business needs. Autopilot will be a new virtual agent that combines SmartAssist with Enlighten XO. It will not replace SmartAssist.

Customer Request UI Change
Availability

GA

On deploy

Enlighten Autopilot Knowledge

Autopilot Knowledge will combine digital conversational bots from Bot Builder with the knowledge resources from CXone Expert. You will be able to set up your knowledge base in CXone Expert and connect it with Bot Builder. This will allow Autopilot Knowledge to process and respond to frequent user questions on any digital channel. It will provide users with accurate and up-to-date information in a conversational manner. This is particularly useful for organizations that receive a large volume of customer questions on digital channels. It will save you time on implementation because CXone Expert enables your bot to answer customer questions.​

Customer Request UI Change
Availability

CR

On toggle

Enlighten AutoSummary

Currently, Enlighten AutoSummary is in controlled release. In this release, it will become generally available.

 

Customers who have been using Enlighten AutoSummary in controlled release will notice new features. For more details, select the Enlighten AutoSummary filter on the top right.

Customer Request UI Change
Availability

GA

On deploy

CXone Performance Management Insights

This product is in controlled release (CR) and not yet available for everyone. If you are not part of the CR group and would like more information, contact your Contact Center Account Representative.

 

The CXone Performance Management (CXone PM) solution will feature as a true native application to the Contact Center platform. This new and advanced solution will offer an enhanced user interface.

 

The CXone Performance Management application will include functionalities such as:

Metrics

Metrics will allow you to manage your contact center metrics more effectively:

  • It will provide you with a list of standard out-of-the-box (OOTB) metrics (based on the products enabled), that will allow you to view those metrics. This is designed to integrate smoothly with CXone Dashboard.
  • Metrics will extend its capabilities with a CXone PM license, catering to those in need of more advanced features. With a CXone PM license, you will get access to enhanced metrics features, such as:
    • The ability to create custom metrics, both standard and calculated, to suit the specific needs of your contact center.
    • It will also provide you the option to edit the metrics.

The Metrics will offer widgets like Gauge, Leaderboard, Metrics Review, Metrics Summary, and Metrics Interval.

Objectives

With Objectives, you can create personalized performance-related goals to monitor important metrics and ensure the best agent performance.

  • Set performance objectives to monitor important metrics.
  • Set notification for objectives to actively keep track of progress.
ETL

The Extract, Transform, and Load (ETL) application will help you to convert raw data into a structured format. Structured data helps in data analytics.

 

A data feed will be used to import data from sources and transform it into a structured format. Once data is imported, you will be able to use reporting sets to group and organize data for reporting purposes.

 

CXone Performance Management will be available as controlled release.

Customer Request UI Change Availability

CR

On toggle

CXone Studio

CXone Studio, a new, web-based version of Studio, will become generally available. It will be accessible from within the Contact Center platform and will not require a separate download and installation.

 

CXone Studio will feature a modern user interface while supporting many of the same features currently available in Desktop Studio. Additional features will be added in future releases. In 2024-1, you will be able to: 

  • Create new scripts in any of the supported media types, such as phone, email, chat, and digital.
  • Have multiple scripts open at the same time and easily switch between them. Each script opens in a separate browser tab.
  • Duplicate scripts to create copies.
  • Edit scripts in Desktop Studio and CXone Studio.
  • Import and export scripts. CXone Studio scripts will be in JSON. Desktop Studio scripts are in XML. This means exported scripts will only be able to be imported into CXone Studio. Exports from Desktop Studio must be imported into that application, not CXone Studio.
  • Open and edit scripts in either application. The applications convert scripts between JSON and XML, allowing you to go back and forth between them. You don't need to make changes to existing scripts to work with them in CXone Studio.
  • Deactivate scripts.
  • Lock and unlock scripts. You will also be able to override locked scripts, if your Contact Center profile has the Studio Lock Override permission.
  • Add, delete, and configure actions. CXone Studio supports the same actions as Desktop Studio. Actions that have editor windows in Desktop Studio have the same editors in CXone Studio, but with a new design.
  • Interact with the script canvas workspace by zooming in or out, panning, and changing the view to fit the full screen. You will be able to select multiple actions on the canvas and cut, copy, and paste them.
  • View script errors and warnings.

The Desktop Studio application will continue to be supported. You will be able to use either application to edit scripts. Some features will only be available in Desktop Studio while we continue to expand the capabilities of CXone Studio. For this reason, it may be necessary to use both applications to fully develop and test a script. For example, the debug and trace features will not be available in CXone Studio in this release. To use those features, you will need to open your script in the Desktop Studio application.

 

Until 2024-1 deploys, CXone Studio is part of a controlled release (CR) program following a CI/CD methodology. If you're part of the CR program, you can view the release notes for each CI/CD release by selecting CXone Studio from the list on the right side of the page.

Customer Request UI Change Availability

GA

On deploy

ACD

Page Improvements

The Script Schedules and Stations pages will have a new look and feel. The basic functionality of these pages won't change. The benefits of the updates will include:

  • Reduced loading time.
  • Increased security.
  • A more modern page design.

Customer Request UI Change Availability

GA

On toggle

UnlinkAgent Studio Action

The existing UNLINK Studio action removes the agent from the call and puts the call back in the queue. This ends the agent leg session. The new UNLINKAGENT Studio action will also disconnect the agent from the contact in Contact Center, but it will keep the agent leg connected to the call. The agent will be able to use their physical phone (PBX) to transfer the call to a department with a phone extension that cannot be dialed within Contact Center.

 

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

Customer Request UI Change Availability

GA

On deploy

Separate Settings for Enlighten AI Routing Focus Metric and Weight

The Enlighten AI Focus Metric field in ACD skill settings will split into two fields: Focus Metric and Focus Weight.

 

For more details about this feature, select the Enlighten AI Routing filter on the top right.

Customer Request UI Change Availability

GA

On toggle

Immediate Application of Enlighten AI Routing Configuration Settings

Changes to the Enlighten AI Routing settings of an ACD skill will now take effect immediately.

 

For more details about this feature, select the Enlighten AI Routing filter on the top right.

Customer Request UI Change Availability

GA

On toggle

Admin

Edit Usernames with Employee Bulk Upload

Currently, you can only edit employee usernames individually on the employees page. In this release, you will also be able to update usernames using the employee bulk upload template.

 

There are some limitations to editing employee usernames by any method:

  • Editing the usernames of employees that are logged in can cause issues in Contact Center.
  • Employees will not be notified by Contact Center that their username has changed.
  • The new usernames must be in the form of email addresses. They cannot be usernames that already exist in your system.

Employee passwords and settings remain the same after you change their username.

 

Editing employee usernames can create problems for the user. Having employees log out and log back in with their new username will solve problems such as these:

  • The employee's My Profile lists the old username.
  • The employee's navigation isn't working properly.
  • The employee cannot change other usernames.
  • The employee has refresh token issues.

Customer Request UI Change Availability

GA

On toggle

Set Employee Profile to Inactive with Bulk Upload

A new field will be added to the employee bulk upload template. This field will allow you to change employee profiles to inactive.

Customer Request UI Change Availability

GA

On toggle

Access Key Manager Page

Currently, you can only view and delete access keys in the employee profile. In this release, a new Access Key Manager page will be added to the left menu under Security Settings. This page will allow you to view all the access keys assigned to all users in your system. You will be able to delete access keys individually or in bulk from this page. This page will save you time when viewing or deleting access keys. It will also improve your system's security by increasing access key visibility.

Customer Request UI Change Availability

GA

On toggle

Improved Visibility of Impersonation in Your System

RingCentral Contact Center can impersonate a user in your system to gain access. This allows your Contact Center Account Representative to fix problems from within your system without you having to create an account for them. Currently, there's no way for you to track who accesses your system through impersonation or what actions they perform. In this release, you will have a log of who accessed your system in this way and what actions they took while in your system. This log will increase visibility and security in your system.

Customer Request UI Change Availability

GA

On toggle

Set Up External Login Authenticators with OpenID Connect

Currently, you can only use SAML 2.0 to set up an external login authenticator. External login authenticators allow you to use third-party applications, like Okta, to log in to Contact Center. In this release, you will also be able to use OpenID Connect to set up an external login authenticator. This update will give you greater flexibility when setting up external authentication.

Customer Request UI Change Availability

GA

On toggle

Separation of Roles and Login Authenticators

Currently, all roles have to be assigned to a login authenticator. In this release, you will be able to create roles that aren't assigned to a login authenticator. This update will allow you to create back-end users that aren't assigned to a login authenticator.

Customer Request UI Change Availability

GA

On toggle

Assign Login Authenticators Directly to Users

Currently, you cannot assign a login authenticator directly to a user. The user has to be connected to the login authenticator through their role. In this release, you will be able to assign login authenticators directly to users. This update will allow you to create back-end users that aren't assigned to a role.

Customer Request UI Change Availability

GA

On toggle

Edit Only Own Evaluations

Users will only be able to edit their own evaluations. This will prevent Evaluators or Supervisors from editing other evaluators' evaluations. To enable this feature, a new permission called Edit Own will be added under Perform Evaluations.

Customer Request UI Change Availability

GA

On toggle

CXone Agent

Enhancements to Mobile Device Experience: Phase One

Enhancements to the CXone Agent Progressive Web App will be made to improve the user experience on mobile devices. This includes functional and UI fixes. These enhancements will be made to certain devices in phases. The 2024-1 release will be phase one. Phase one will include a limited number of Android devices. These devices will be listed in the Online Help. More devices will be added in future releases.

Customer Request UI Change Availability

GA

On deploy

Noise Cancellation

The voice control panel will include controls for Noise Cancellation. The controls will let agents reduce the background noise and echoes on either side, or both sides, of a phone call. Removing noise like other voices, traffic, and typing will make calls more professional. It will also enable agents to better focus on their calls.

 

This feature will only be available for environments with Noise Cancellation enabled.

Customer Request UI Change Availability

CR

On deploy

Accessibility Improvements

  • Alt Text for Images: Text that can be read by screen readers will be added to all images in CXone Agent.
  • Proper Formatting for Tables: All tables will have headers and HTML table elements.
  • User-Initiated Focus: The user's place on a page will not be shifted unless they press Tab or Shift + Tab on their keyboard.
  • Valid Field Labels: All fields will have a label that's readable by screen readers.

Customer Request UI Change Availability

GA

On deploy

Edit the From Field in Emails

Agents will be able to select from a list of approved email addresses in the From field of an email draft. This enables them to change the email address they're sending from. Approved email addresses are configured in Digital First Omnichannel.

Customer Request UI Change Availability

GA

On deploy

Enhancements to Conferencing

Currently, the fourth party in a conference is automatically added to the call. In this release, agents will be able to privately consult with the fourth party before adding them to the call. This also applies to any additional parties. The parties in the conference will be put on hold while the agent is in the consult.

Customer Request
UI Change Availability

GA

On deploy

Enhancements to the Oracle Integration Experience

  • Dynamic Create Workflows: You will be able to choose the Oracle entities that records are created for. You will also be able to choose which data fields are included in those records.
  • Expanded Search: You will be able to create Search workflows for any Oracle entity and any data fields.

Customer Request UI Change Availability

GA

On deploy

IEX WFM Schedules

If your organization uses IEX WFM Integrated, agents will see their IEX WFM schedule in Schedule  in CXone Agent. They won't be able to edit their IEX WFM schedules inside CXone Agent.

Customer Request UI Change Availability

GA

On deploy

Integration with HubSpot

CXone Agent will support integration with HubSpot. This is in addition to the previously announced support for Kustomer, Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.

Customer Request UI Change Availability

GA

On deploy

Integration with Salesforce

CXone Agent will support integration with Salesforce. This is in addition to the previously announced support for Kustomer, Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.

Customer Request UI Change Availability

GA

On deploy

Live Chat Preview

Agents will see the message the contact is typing before it's sent. This will apply only to DFO live chat channels with the Agent can see preview of customer message setting enabled during setup.

 

This feature is not compliant with PCI or HIPAA.

Customer Request UI Change Availability

GA

On deploy

More Information from External Directories

Currently, directories from Microsoft Teams, RingCentral, and Zoom only display the contact's name, phone number, and email inside CXone Agent. In this release, they'll also display the following information:

  • Company
  • Department
  • Job title
  • Address
  • Social media accounts
  • Current status (Available or Unavailable)
  • Custom fields you configure

Customer Request UI Change Availability

GA

On deploy

Quick Responses for Outbound Digital Interactions

Currently, quick responses are only available for inbound digital interactions. In this release, they will be available for outbound digital interactions as well, if quick responses are enabled for the channel.

 

Quick responses are already available for outbound WhatsApp interactions.

Customer Request UI Change Availability

GA

On deploy

View and Add Notes to Calls, Voicemails, and Work Items

Currently, the Notes section of Customer Card  only appears for digital interactions. In this release, it will also appear for calls, voicemails, and work items. Agents will be able to view notes from other agents and add notes themselves. They will also be able to edit and delete other agents' notes, if you enable this for them.

Customer Request UI Change Availability

GA

On deploy

UI and UX Improvements

  • Updates to Public Social Interactions: Public social interactions will be marked by the Public icon. Additionally, the text above the response field for drafts will read Public reply to {contact name}. These updates will alert agents that their responses are publicly visible.
  • End Ringing Calls: The Hang Up icon will be added to the call controls for ringing calls. The agent will be able to end the call if it never goes to voicemail or if they dialed the wrong number.

Customer Request UI Change Availability

GA

On deploy

Agent Assist Hub

Omilia Voice Biometrics Support for CXone Agent Applications

You will be able to use the Omilia Voice Biometrics agent assist application in CXone Agent applications. This includes CXone Agent, CXone Agent Embedded, CXone Agent Integrated, and CXone Agent for Microsoft Teams. This expands the agent applications your agents can use with Omilia Voice Biometrics.

Customer Request UI Change Availability

GA

On toggle

CXone Agent Embedded

Automatic Contact Info Connect

When agents select an interaction, your CRM will open to a record with information about the contact. When they switch to a different interaction, your CRM will switch to the record for that contact.

 

This feature applies to these CRMs:

  • Kustomer
  • Microsoft Dynamics
  • Salesforce
  • Zendesk

Customer Request UI Change Availability

GA

On deploy

Support for Salesforce

You will be able to embed CXone Agent Embedded into Salesforce. CXone Agent Embedded currently supports these CRMs: Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.

Customer Request UI Change Availability

GA

On deploy

Accessibility Improvements

  • Alt Text for Images: Text that can be read by screen readers will be added to all images in CXone Agent Embedded.
  • Proper Formatting for Tables: All tables will have headers and HTML table elements.
  • User-Initiated Focus: The user's place on a page will not be shifted unless they press Tab or Shift + Tab on their keyboard.
  • Valid Field Labels: All fields will have a label that's readable by screen readers.

Customer Request UI Change Availability

GA

On deploy

Edit the From Field in Emails

Agents will be able to select from a list of approved email addresses in the From field of an email draft. This enables them to change the email address they're sending from. Approved email addresses are configured in Digital First Omnichannel.

Customer Request UI Change Availability

GA

On deploy

Enhancements to Conferencing

Currently, the fourth party in a conference is automatically added to the call. In this release, agents will be able to privately consult with the fourth party before adding them to the call. This also applies to any additional parties. The parties in the conference will be put on hold while the agent is in the consult.

Customer Request UI Change Availability

GA

On deploy

Enhancements to the Oracle Integration Experience

  • Dynamic Create Workflows: You will be able to choose the Oracle entities that records are created for. You will also be able to choose which data fields are included in those records.
  • Expanded Search: You will be able to create Search workflows for any Oracle entity and any data fields.

Customer Request UI Change Availability

GA

On deploy

IEX WFM Schedules

If your organization uses IEX WFM Integrated, agents will see their IEX WFM schedule in Schedule  in CXone Agent Embedded. They won't be able to edit their IEX WFM schedules inside CXone Agent Embedded.

Customer Request UI Change Availability

GA

On deploy

Integration with HubSpot

CXone Agent Embedded will support integration with HubSpot. This is in addition to the previously announced support for Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.

Customer Request UI Change Availability

GA

On deploy

Integration with Salesforce

CXone Agent Embedded will support integration with Salesforce. This is in addition to the previously announced support for Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.

Customer Request UI Change Availability

GA

On deploy

Live Chat Preview

Agents will see the message the contact is typing before it's sent. This will apply only to DFO live chat channels with the Agent can see preview of customer message setting enabled during setup.

 

This feature is not compliant with PCI or HIPAA.

Customer Request UI Change Availability

GA

On deploy

More Information from External Directories

Currently, directories from Microsoft Teams, RingCentral, and Zoom only display the contact's name, phone number, and email inside CXone Agent Embedded. In this release, they'll also display the following information:

  • Company
  • Department
  • Job title
  • Address
  • Social media accounts
  • Current status (Available or Unavailable)
  • Custom fields you configure

Customer Request UI Change Availability

GA

On deploy

Quick Responses for Outbound Digital Interactions

Currently, quick responses are only available for inbound digital interactions. In this release, they will be available for outbound digital interactions as well, if quick responses are enabled for the channel.

 

Quick responses are already available for outbound WhatsApp interactions.

Customer Request UI Change Availability

GA

On deploy

View and Add Notes to Calls, Voicemails, and Work Items

Currently, the Notes section of Customer Card only appears for digital interactions. In this release, it will also appear for calls, voicemails, and work items. Agents will be able to view notes from other agents and add notes themselves. They will also be able to edit and delete other agents' notes, if you enable this for them.

Customer Request UI Change Availability

GA

On deploy

UI and UX Improvements

  • Updates to Public Social Interactions: Public social interactions will be marked by the Public icon. Additionally, the text above the response field for drafts will read Public reply to {contact name}. These updates will alert agents that their responses are publicly visible.
  • End Ringing Calls: The Hang Up icon will be added to the call controls for ringing calls. The agent will be able to end the call if it never goes to voicemail or if they dialed the wrong number.

Customer Request UI Change Availability

GA

On deploy

Agent for Microsoft Teams

Accessibility Improvements

  • Alt Text for Images: Text that can be read by screen readers will be added to all images in CXone Agent Embedded.
  • Proper Formatting for Tables: All tables will have headers and HTML table elements.
  • User-Initiated Focus: The user's place on a page will not be shifted unless they press Tab or Shift + Tab on their keyboard.
  • Valid Field Labels: All fields will have a label that's readable by screen readers.

Customer Request UI Change Availability

GA

On deploy

Edit the From Field in Emails

Agents will be able to select from a list of approved email addresses in the From field of an email draft. This enables them to change the email address they're sending from. Approved email addresses are configured in Digital First Omnichannel.

Customer Request UI Change Availability

GA

On deploy

Enhancements to Conferencing

Currently, the fourth party in a conference is automatically added to the call. In this release, agents will be able to privately consult with the fourth party before adding them to the call. This also applies to any additional parties. The parties in the conference will be put on hold while the agent is in the consult.

Customer Request UI Change Availability

GA

On deploy

Enhancements to the Oracle Integration Experience

  • Dynamic Create Workflows: You will be able to choose the Oracle entities that records are created for. You will also be able to choose which data fields are included in those records.
  • Expanded Search: You will be able to create Search workflows for any Oracle entity and any data fields.

Customer Request UI Change Availability

GA

On deploy

IEX WFM Schedules

If your organization uses IEX WFM Integrated, agents will see their IEX WFM schedule in Schedule  in CXone Agent Embedded. They won't be able to edit their IEX WFM schedules inside CXone Agent Embedded.

Customer Request UI Change Availability

GA

On deploy

Live Chat Preview

Agents will see the message the contact is typing before it's sent. This will apply only to DFO live chat channels with the Agent can see preview of customer message setting enabled during setup.

 

This feature is not compliant with PCI or HIPAA.

Customer Request UI Change Availability

GA

On deploy

More Information from External Directories

Currently, directories from Microsoft Teams, RingCentral, and Zoom only display the contact's name, phone number, and email inside CXone Agent Embedded. In this release, they'll also display the following information:

  • Company
  • Department
  • Job title
  • Address
  • Social media accounts
  • Current status (Available or Unavailable)
  • Custom fields you configure

Customer Request UI Change Availability

GA

On deploy

Quick Responses for Outbound Digital Interactions

Currently, quick responses are only available for inbound digital interactions. In this release, they will be available for outbound digital interactions as well, if quick responses are enabled for the channel.

 

Quick responses are already available for outbound WhatsApp interactions.

Customer Request UI Change Availability

GA

On deploy

View and Add Notes to Calls, Voicemails, and Work Items

Currently, the Notes section of Customer Card only appears for digital interactions. In this release, it will also appear for calls, voicemails, and work items. Agents will be able to view notes from other agents and add notes themselves. They will also be able to edit and delete other agents' notes, if you enable this for them.

Customer Request UI Change Availability

GA

On deploy

UI and UX Improvements

  • Updates to Public Social Interactions: Public social interactions will be marked by the Public icon. Additionally, the text above the response field for drafts will read Public reply to {contact name}. These updates will alert agents that their responses are publicly visible.
  • End Ringing Calls: The Hang Up icon will be added to the call controls for ringing calls. The agent will be able to end the call if it never goes to voicemail or if they dialed the wrong number.

Customer Request UI Change Availability

GA

On deploy

Agent for Salesforce

See the Agent for Salesforce release history for a list of previous versions.

Contact Switching

Currently, agents must complete an interaction with a contact before starting another one. In this release, agents will be able to switch back and forth between contacts without having to end the interactions. This update will allow them to assist more than one contact at a time.

Customer Request UI Change Availability

GA

On deploy

IEX WFM Schedule Added to Calendar

IEX WFM schedule items will be automatically added to your agent's schedule. Agents will only be able to view these items for their current week. The next week's schedule items will be added at the beginning of that week. IEX WFM and Agent for Salesforce schedule items may overlap. The IEX WFM schedule items will be displayed in dark blue. Agents will not be able to edit these items. This update will allow agents to view their IEX WFM and Agent for Salesforce schedule items at the same time.

Customer Request UI Change Availability

GA

On deploy

Agent for SCV

Automated After Call Work (ACW) Status

Currently, agents can manually put themselves into an After Call Work (ACW) status. In this release, agents will automatically be put into ACW after each call. They will no longer be able to put themselves in ACW manually.

Customer Request UI Change Availability

GA

On deploy

Agent Location Selection

In this release, you will be able to make your agents select their location on the login screen before connecting to SCV. Agents will be able to select their location from a drop-down. After they select their location and connect, their choice will be recorded by Contact Center. This update will allow you to more easily track the location data of your agents.

Customer Request UI Change Availability

GA

On toggle

CXone Agent Integrated

Accessibility Improvements

  • Alt Text for Images: Text that can be read by screen readers will be added to all images in CXone Agent Embedded.
  • Proper Formatting for Tables: All tables will have headers and HTML table elements.
  • User-Initiated Focus: The user's place on a page will not be shifted unless they press Tab or Shift + Tab on their keyboard.
  • Valid Field Labels: All fields will have a label that's readable by screen readers.

Customer Request UI Change Availability

GA

On deploy

Edit the From Field in Emails

Agents will be able to select from a list of approved email addresses in the From field of an email draft. This enables them to change the email address they're sending from. Approved email addresses are configured in Digital First Omnichannel.

Customer Request UI Change Availability

GA

On deploy

Enhancements to Conferencing

Currently, the fourth party in a conference is automatically added to the call. In this release, agents will be able to privately consult with the fourth party before adding them to the call. This also applies to any additional parties. The parties in the conference will be put on hold while the agent is in the consult.

Customer Request UI Change Availability

GA

On deploy

Enhancements to the Oracle Integration Experience

  • Dynamic Create Workflows: You will be able to choose the Oracle entities that records are created for. You will also be able to choose which data fields are included in those records.
  • Expanded Search: You will be able to create Search workflows for any Oracle entity and any data fields.

Customer Request UI Change Availability

GA

On deploy

IEX WFM Schedules

If your organization uses IEX WFM Integrated, agents will see their IEX WFM schedule in Schedule  in CXone Agent Embedded. They won't be able to edit their IEX WFM schedules inside CXone Agent Embedded.

Customer Request UI Change Availability

GA

On deploy

Integration with HubSpot

CXone Agent Embedded will support integration with HubSpot. This is in addition to the previously announced support for Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.

Customer Request UI Change Availability

GA

On deploy

Integration with Salesforce

CXone Agent Embedded will support integration with Salesforce. This is in addition to the previously announced support for Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.

Customer Request UI Change Availability

GA

On deploy

Live Chat Preview

Agents will see the message the contact is typing before it's sent. This will apply only to DFO live chat channels with the Agent can see preview of customer message setting enabled during setup.

 

This feature is not compliant with PCI or HIPAA.

Customer Request UI Change Availability

GA

On deploy

More Information from External Directories

Currently, directories from Microsoft Teams, RingCentral, and Zoom only display the contact's name, phone number, and email inside CXone Agent Embedded. In this release, they'll also display the following information:

  • Company
  • Department
  • Job title
  • Address
  • Social media accounts
  • Current status (Available or Unavailable)
  • Custom fields you configure

Customer Request UI Change Availability

GA

On deploy

Quick Responses for Outbound Digital Interactions

Currently, quick responses are only available for inbound digital interactions. In this release, they will be available for outbound digital interactions as well, if quick responses are enabled for the channel.

 

Quick responses are already available for outbound WhatsApp interactions.

Customer Request UI Change Availability

GA

On deploy

View and Add Notes to Calls, Voicemails, and Work Items

Currently, the Notes section of Customer Card only appears for digital interactions. In this release, it will also appear for calls, voicemails, and work items. Agents will be able to view notes from other agents and add notes themselves. They will also be able to edit and delete other agents' notes, if you enable this for them.

Customer Request UI Change Availability

GA

On deploy

UI and UX Improvements

  • Updates to Public Social Interactions: Public social interactions will be marked by the Public icon. Additionally, the text above the response field for drafts will read Public reply to {contact name}. These updates will alert agents that their responses are publicly visible.
  • End Ringing Calls: The Hang Up icon will be added to the call controls for ringing calls. The agent will be able to end the call if it never goes to voicemail or if they dialed the wrong number.

Customer Request UI Change Availability

GA

On deploy

API

APIs for Contact Center Multi-ACD (CXone Open)

A new set of APIs will enable masking of recorded calls for Multi-ACD systems. Documentation for these APIs will be added to the developer portal under a new Multi-ACD category.

Customer Request UI Change Availability

GA

On deploy

APIs for Interaction Analytics

A new set of Interaction Analytics APIs will enable you to retrieve annotated interactions and complete transcripts of each interaction. Documentation for these APIs will be added to the developer portal under a new Interaction Analytics category.

Customer Request UI Change Availability

GA

On deploy

Mask Voice, Screen, or Both from Call Recordings

The /mask and /unmask APIs will have a new maskRecordingMedia parameter. This will let you specify if you want to mask only the audio, only the visuals, or both, from the recording.

Customer Request UI Change Availability

GA

On deploy

Bot Builder

Launch from App Selector Menu

Currently, to launch Bot Builder, you must click the app selector in Contact Center, select Digital, and then click Chatbot. In this release, you will be able to launch Bot Builder by selecting Bot Builder directly from the app selector menu.

Customer Request UI Change Availability

GA

On toggle

Support for Bots on Voice Channels

You will be able to create bots that work on voice channels in Contact Center. This change will expand the ways you can use bots in your contact center. Setting up a Bot Builder bot on a voice channel will require Virtual Agent Hub.

Customer Request UI Change Availability

CR

On toggle

Improved Navigation through Bot Data with the Command Bar

A Command bar will be added to Bot Builder. You will be able to use it to navigate through training or interaction data. You will be able to search on stories, rules, intents, and entities. This will make it easier to find specific information.

Customer Request UI Change Availability

GA

On toggle

Feedback Management Available in Skill Store

You will be able to add Feedback Management to your Bot Builder bots. Data collected with Feedback Management will be saved directly to the Feedback Management application. This option will be available as a skill you can add through the Skill Store. This will allow you to more easily collect feedback data from your contacts who use bots to communicate with your organization.

Customer Request UI Change Availability

GA

On toggle

Improvements to Slots

The following improvements will be made to slots: 

  • Add Multiple Possible Slot Values: When using the From Intent slot filling method, you will be able to define more than one possible value for a slot. You will map each possible value to an intent. During an interaction, the value mapped to the intent that matches the contact's intent will fill the slot. For example, for a slot called Subscription, you will be able to map the value yes to the intent agree, and the value no to the intent deny. During an interaction, if the contact chooses to subscribe, the value yes will fill the slot because the intent is agree.
  • Slot Conditions Split from Fill Slot Bot Action: The Fill Slot bot action will be split into two actions, Fill Slot and Slot Condition. The Fill Slot action will add values to slots. The Slot Condition action will allow you to set conditions for what happens during the conversation based on specific slot values. This simplifies the process of using slot conditions.

Customer Request UI Change Availability

GA

On toggle

Duplicate Existing Bots

You will be able to duplicate an existing bot in your account. This will allow you to create a second bot without having to start from scratch, or to easily create a backup before making experimental changes to the original.

Customer Request UI Change Availability

GA

On toggle

Variables for Use in Scripting

You will be able to use variables in scripts that you create in Bot Builder. They will be able to store things such as tokens or other global data. Use of script variables will be limited to scripts in Bot Builder. However, you can use them to create configurable parameters to use when creating rules or stories. This will allow you to create customizable bot actions.

Customer Request UI Change Availability

GA

On toggle

Add Notes to Human Agents When Handing Over an Interaction

You will be able to configure your bots to create notes with context information when handing the interaction over to a human agent. This will help your human agents more quickly understand the situation and be able to help the contact.

Customer Request UI Change Availability

GA

On toggle

CXone Coaching

Add Evaluations

A coach will be able to add evaluations to the coaching session. A coach can leverage evaluation data to identify improvement areas of the agent.

 

Currently, only attachments and interactions can be added to the coaching session. In this release, you will also be able to add evaluations along with other existing resources.

Customer Request UI Change Availability

GA

On toggle

Request Coaching

The agent will be able to request a coaching session for themselves from their MyZone view. This will help them learn and gain confidence.

 

Currently, the coach needs to identify agents and create coaching sessions. In this release, the agent can send a coaching request to the coach for their learning needs.

Customer Request UI Change Availability

GA

On toggle

DEVone Integrations

SightCall

SightCall Vision

SightCall Vision will enhance your support options with live video, augmented reality (AR) capabilities, and Computer Vision AI. It will help your agents assist contacts as if they were on site. For example, a contact might need help troubleshooting an espresso machine. Using their camera phone, the contact could show your agent what the issue is. SightCall Vision will also have a variety of additional features to improve support, such as:

  • Before the contact interacts with an agent, they will be able to capture data with their camera. This will use AI Recognition to analyze visual data like bar codes, model numbers, or contact information.
  • AI Recommendations will be able to present prompts based on the visual data, like service articles or troubleshooting steps. This will also be able to get the contact's geolocation to streamline the ordering and shipment of a new part.
  • AR annotations will let agents interact with the video feed. They will be able to draw on the screen, like circling a button to press on the espresso machine, or make annotations.
  • AI Report summaries will capture all information of an interaction. This will include pictures, annotations, label scans, transcripts, and more. Agents will be able to use this information for their own support summaries.

Video, AR, and AI capabilities will help contacts and agents work together more effectively to solve issues. This will make support interactions more pleasant and efficient.

Customer Request UI Change Availability

GA

On deploy

Sycurio

Accept Secure Payments with Digital Channels

Sycurio.Digital will provide a secure and PCI-compliant option for taking payments in digital channels. Live and virtual agents will be able to take payments over channels like web chat, SMS, WhatsApp, and more. This will help keep contacts in their preferred communication channel. Some payment methods require contacts to go elsewhere to complete the purchase, like a company website. This risks the contact not completing the transaction. Sycurio.Digital will make it easier to take payments. It will also increase the likelihood that contacts will complete a transaction.

Customer Request UI Change Availability

GA

On deploy

Digital First Omnichannel

Studio Updates

The ESTIMATED WAIT TIME and the MCR META DATA Studio actions will support digital scripts.

 

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

Customer Request UI Change Availability

GA

On deploy

Digital Foundations Tab in Contact Center Billing Report

A tab called Digital Foundations will be added to the Contact Center Billing report. It will display the number of digital messages sent each day for the time period you choose.

 

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

Customer Request UI Change Availability

GA

On deploy

Third-Party Surveys in Chat Window

Currently, only standard surveys can display in the DFO chat window. In this release, third-party surveys and custom integrations will also display in the chat window. This will allow users to access surveys directly in the chat instead of using a link that opens a new window.

Customer Request UI Change Availability

GA

On toggle

Autocomplete Attribute for Custom Fields

You will be able to configure an Autocomplete attribute to enable autofill suggestions for custom fields. This will allow browsers to predict field values based on a user's previously entered information. This will make entering information more convenient and accessible to users. ​

Customer Request UI Change Availability

GA

On toggle

Translations for Custom Fields

Currently, all fields on precontact survey forms are translated except for custom fields. In this release, custom fields will also be translated to the user's selected language or browser language.

Customer Request UI Change Availability

GA

On toggle

Disable Attachments in DFO Chat

Currently, the live chat window provides the option to attach a file or image. In this release, you will be able to disable this option. If a user tries to drag and drop a file in the live chat window, it will not allow them to attach it. This is helpful if you don't want agents or contacts to be able to send attachments via chat.

Customer Request UI Change Availability

GA

On toggle

Cloud Email and SMS Available in UAE

Cloud email and SMS will be available in the UAE.

Customer Request UI Change Availability

GA

On deploy

Apple Messages for Business Time Picker Migration

Time picker templates let agents send lists of available time slots for services. Currently, Apple Messages for Business uses message templates to create time picker messages. In this release, you will be able to create time pickers in Rich Message Settings as a new API structure called TORM. This will allow you to manage rich content in one place and assign content to multiple channels at once.

Customer Request UI Change Availability

GA

On deploy

Apple Messages for Business Rich Forms

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.

 

This feature will be available later in the release cycle.

Customer Request UI Change Availability

GA

On deploy

Architectural Improvements

The SDK will receive a variety of technical updates. These prepare the SDK for future enhancements like adding Live Chat and more UI capabilities. The updates will focus on simplifying implementation and UI elements. This release note will include a changelog of the updates when the release begins to deploy.

Customer Request UI Change Availability

GA

On deploy

New Minimum iOS Version

Currently, the SDK is compatible with iOS version 13. In this release, the new minimum compatible iOS version will be 14. This new requirement will be necessary for future enhancements.

Customer Request UI Change Availability

GA

On deploy

Enlighten AI Routing

Separate Drop-Downs for Focus Metric and Weight

In ACD skill settings, the Enlighten AI Focus Metric field will split into two separate fields: 

The metrics and the weights will continue to work the same way they do now. Separating the settings into two fields will simplify configuration and make room for more focus metrics in future releases.

Customer Request UI Change Availability

GA

On toggle

Immediate Application of Configuration Settings

Currently, it takes several hours for changes to the Enlighten AI Routing settings of an ACD skill to take effect. In this release, these changes will take effect immediately.

Customer Request UI Change Availability

GA

On toggle

Enlighten AutoSummary

Filter by Intents, Actions, and Outcomes

CXone Enlighten AutoSummary will integrate with IA, to provide new filters for Intents​, Actions​, and Outcomes. You will be able to use these filters in workspaces, widgets, and the Search page. These will help you identify and group interactions based on more specific criteria. To use these filters, you will need to have Analytics Advanced or Analytics Premium as well as AutoSummary and Analytics Essential. If you have questions, ask your Contact Center Account Representative for more information.

 

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

Customer Request UI Change Availability

GA

On toggle

Configure AI Model in Settings

A new page will be added to Settings in IA for configuring the AI model for AutoSummary Post-Call interactions.

 

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

Customer Request UI Change Availability

GA

On toggle

AutoSummary Data Exposed in IA Data Export

Data for intents, actions, outcomes, Enlighten sentiment, and summarization text will be included in IA data export.

 

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

Customer Request UI Change Availability

GA

On toggle

Feedback Management

These features will be available later in the release cycle, in Month Year.

Availability in Bot Builder Skill Store

You will be able to add Feedback Management to your Bot Builder bots.

 

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

Customer Request UI Change Availability

GA

On toggle

CXone Guide

Time in Queue Rule Condition

You will be able to use the Time in queue condition when creating engagement rules. With this condition, you will be able to display a template or proactive offer that offers chat based on the average wait time. For example, you might create a rule that displays a template with a chat button only when the average wait time across all selected chat channel skills is less than two minutes.

Customer Request UI Change Availability

GA

On toggle

Refresh Guide Template in Real Time

Currently, Guide evaluates whether to display a template when a visitor navigates to a page on your website. If the rule conditions are met, the Guide template defined in the rule appears on the page. If conditions change while the visitor is on the page, the rule is not reevaluated. In this release, Guide will let you configure a template so that it will be monitored for changing conditions. For example, a Guide template might be defined to appear on a page only when chat is active. If a visitor goes to the page and no agents are available, the Guide template will not appear. If an agent becomes available while the visitor is on the page, the template will automatically be displayed.

 

To use this feature, you will need to select the Change template realtime checkbox when defining a template.

Customer Request UI Change Availability

GA

On toggle

Maintain Guide Session Across Company Website Domains

Currently, Guide does not maintain session data if a visitor switches domains. For example, the Guide widget might offer a portal of CXone Expert articles, and the visitor is looking at a particular article. If the visitor does something on the website to switch domains, the widget is refreshed, and the visitor needs to renavigate to the article to continue reading it.

 

In this release, if the visitor crosses domains, Guide retains the session data. If the visitor is reading an article and switches domains, the article remains visible in the Guide widget.

Customer Request UI Change Availability

GA

On deploy

IEX WFM Integrated

These features will be available later in the release cycle. Your Contact Center Account Representative will contact you to set up your upgrade.

IEX WFM to Include Data from Digital Channels

IEX WFM will incorporate data from Contact Center digital channels. This will expand the IEX WFM integration to include all Contact Center channels. The updates to include all channels will have the following impacts:

  • IEX WFM will consume statistics from both digital channels and legacy ACD channels like voice.
  • IEX WFM will be able to detect the correct agent state when handling digital channels.
  • Contact Center will send ACD data to IEX WFM under a new statistical paradigm, explained in the two following release notes.

Customer Request UI Change Availability

GA

On toggle

New Data Paradigm: Answered/Active True to Interval

Currently, Contact Center sends ACD data to IEX WFM under the When Contact Ends (WCE) paradigm. This means contact statistics are reported in the interval in which the contact completes. In this release, Contact Center ACD data will be sent under a new paradigm called Answered/Active True to Interval (AATTI). Under this paradigm, contact statistics will be reported in the interval in which the interaction actively occurs. This will more accurately reflect the work that occurred within the interval.

 

With digital channels, communication is often asynchronous. This means the agent and contact send messages back and forth with gaps in between. The agent might send a message in one interval, then another in the next interval, and so forth. Each message only requires a few minutes of the agent's time. Because these interactions take time in multiple intervals, this impacts your staffing plans. This new paradigm will align better with these asynchronous interactions.

 

For more information on when this change will deploy to your system, you can contact your Contact Center Account Representative.

 

You can also watch a quick video to better understand the True to Interval paradigm.

Customer Request UI Change Availability

GA

On toggle

Digital Channel Management 2.0

The Digital Channel Management (DCM) 2.0 feature will be able to better simulate concurrent work. This will enhance the ability for IEX WFM to estimate staffing schedules. As explained in the new paradigm note in this section, digital interactions are often asynchronous. Legacy channels like voice are typically more synchronous. This difference can complicate concurrency rates. The DCM 2.0 will be able to handle this complexity.

Customer Request UI Change Availability

GA

On toggle

Employee Engagement Manager

The following release notes are for the EEM 9.0 release.

AI-Based Business Rules Insights

You will be able to analyze your business rules with AI. The AI will provide you insights into why your rules are running and track what actions were taken. It will also make recommendations to add rules based on best practices. For example, you could deploy an Out of Adherence rule. The AI would track the history of rule executions and show insights for which agents were notified when they were out of adherence. These insights will help you manage business rules more efficiently and get complete visibility into your business data. When enabled, this data will be available in a new Rule Insights section of your Workforce Manager dashboard. Contact your Contact Center Account Representative for more information.

Customer Request UI Change Availability

GA

On toggle

Data-Ranged Self-Service Templates

You will be able to configure self-service templates for different date ranges. This will help you plan for unique staffing demands, like holidays or seasonal scheduling.

Customer Request UI Change Availability

GA

On deploy

Current Day Self-Service Automation

Currently, agents can configure self-service templates for future days. In this release, you will be able to create a self-service template for current days as well. This will enable agents to set different levels of scheduled overtime between current and future days. It will also let agents set advanced notice.

Customer Request UI Change Availability

GA

On deploy

Security Audit Trail Reports

Two new reports will help track details about EEM users, like EEM login attempts and EEM permission changes.

  • The Security Audit Events report will provide a summary of security events, like profile changes and new users getting created.
  • The User Login Logout report will show agent and manager login and logout events. These events include details like authentication methods or failure reasons. You will be able to customize parameters for the report like Line of Business, Program, or User Role.

Customer Request
UI Change Availability

GA

On deploy

PTO Option for Self-Service Overrides

Paid time off will work for self-service overrides. Currently, if a manager creates an override for unpaid or paid time off, agents are unable to choose whether they wanted to use their PTO. In this release, agents will be able to choose to use their PTO, regardless of the type of override the manager creates in EEM. This will improve schedule flexibility for agents and reduce confusion when using PTO.

Customer Request UI Change Availability

GA

On deploy

Integration Hub

This product is in controlled release (CR) and not yet available for everyone. If you are not part of the CR group and would like more information, contact your Contact Center Account Representative.

Access Integration Hub through CXone Studio

Currently, you can only access Integration Hub through Desktop Studio or the Automation & AI application. In this release, you will also be able to access Integration Hub through CXone Studio. This update will make it easier to access Integration Hub.

Customer Request UI Change Availability

CR

On deploy

No Authentication Type Needed for Integrations

Currently, you have to set up authentication for every integration. In this release, you will be able to create integrations without authentication. You can do so by selecting No Auth as your Authentication Type. This update will allow you to integrate with a greater variety of applications.

Customer Request UI Change Availability

CR

On deploy

User Experience Improvements

The following improvements will be made to Integration Hub:

  • A new Body and Parameters tab will be added.
  • The Timeout (MS)* field will be moved to the Configuration tab.
  • A back button will be added to the top right of the window.
  • The application will load faster.

These updates will make it easier to use and navigate in Integration Hub.

Customer Request UI Change Availability

CR

On deploy

Interaction Analytics

Interaction APIs

Interaction data will be available via API. This will provide an additional way for you to access your data. Separate APIs will be available for metadata and transcripts and annotations.

 

APIs will include:​

  • Interaction metadata.​
  • Interaction transcripts and annotations.
  • Data by date range, skill, and team.​
  • Data by masterContactId or contactId.

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

Customer Request UI Change Availability

GA

On deploy

Support for Japanese

Users will be able to analyze Japanese interactions in addition to English, French, Canadian French, German, Brazilian Portuguese, and Spanish. You will be able to create separate datasets for each of these languages; that is, one language per dataset.

 

When you add Japanese analysis to Interaction Analytics, a drop-down for language will be available for dataset creation and for category and workspace templates. To support Japanese, you will be able to create custom categories, sentiments, and entities. You will be able to ignore phrases and apply corrections to interactions in Japanese. Selected widgets and filtering capabilities will also support Japanese. 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.

Customer Request UI Change Availability

GA

On deploy

New Language Model Page

Currently, Settings and Interaction Routing appear under different sections in the Interaction Analytics navigation menu. In this release, these sections will be combined into a new page called Language Model. This new page will include all the current options listed under Settings and Interaction Routing, along with some helpful overview details about each separate option.

Customer Request UI Change Availability

GA

On toggle

Filter by Intents, Actions, and Outcomes

CXone Enlighten AutoSummary will integrate with IA, to provide new filters for Intents​, Actions​, and Outcomes. You will be able to use these filters in workspaces, widgets, and the Search page. These will help you identify and group interactions based on more specific criteria. To use these filters, you will need to have Analytics Advanced or Analytics Premium as well as AutoSummary and Analytics Essential. If you have questions, ask your Contact Center Account Representative for more information.​

Customer Request UI Change Availability

GA

On toggle

Configure AI Model in Settings

A new page will be added to Settings in IA for configuring the AI model for AutoSummary Post-Call interactions.

Customer Request UI Change Availability

GA

On toggle

AutoSummary Data Exposed in IA Data Export

Data for intents, actions, outcomes, Enlighten sentiment, and summarization text will be included in IA data export.

Customer Request UI Change Availability

GA

On toggle

Interactions and Playback

Public Posts in Digital Channels

You will be able to search for and play recordings of public posts from digital channels. Supported public channels include Facebook Public, LinkedIn, Twitter Public, YouTube, Apple Reviews, Google Places, and Google Play. Screen recording and CXone Quality Management will not be available for public channels.

Customer Request UI Change Availability

GA

On toggle

Save Public Queries

Currently, you can only save a search as a private query. In this release, you will be able to save a search as a public query that will be available for reuse to all users in the organization.

 

A new permission, Create/Edit/Delete Public Queries, will be required to save and manage public queries.

Customer Request UI Change Availability

GA

On toggle

Search and Filter by Hierarchy

You will be able to filter search results by organizational units and teams in the primary hierarchy. Search results will display the segments that are related to the searched unit, including its sub-units in the hierarchy. ​

 

A Hierarchy Manager permission will be required.

Customer Request UI Change Availability

GA

On toggle

Enhanced Export Search Results

Currently, you can export up to 500 search results from the Interactions application. In this release, you will be able to export up to 1500 search results.

Customer Request UI Change Availability

GA

On toggle

Life-cycle Management Information for Recorded Media

You will be able to view retention dates for segments with recorded media. Hover over the media type icon to display a tooltip with the life-cycle management dates. Information for screen and voice recordings (including IVR calls) will be displayed for the media type. Life-cycle management Information will not be displayed for digital segments.

Customer Request UI Change Availability

GA

On toggle

Control of Evaluation Information in Search Results

Currently, evaluation scores and evaluators are always displayed in search results. In this release, you will be able to control the display of evaluation information based on new search permissions:

  • View Evaluations > Scores: Enables users to view evaluation scores and status in the Evaluation Scores column.
  • View Evaluations > Evaluators: Enables users to view evaluator names in the Evaluators column.

By default, both permissions will be turned on. Turn off the permissions to hide the columns.

Customer Request UI Change Availability

GA

On toggle

Player Enhancements for Interaction Analytics

  • Currently, in Interaction Analytics, playback begins automatically when you select a recording. In this release, automatic playback will be deactivated. This will provide increased control over your playback experience in Interaction Analytics.
  • Currently, in Interaction Analytics, CXone QM categories are displayed in the Player. In this release, CXone QM categories will be hidden.

Customer Request UI Change Availability

GA

On toggle

Player Enhancements

  • The redesigned Player panels will optimize viewing and playback of multiple screens.
  • For a call with multiple agents, you will be able to toggle between the various agent screens.
  • You will be able to zoom content in the Player window. This will enable you to view more content detail, especially when there is multi-screen playback.
  • All options will be available from a single Actions menu.

Customer Request UI Change Availability

GA

On toggle

Contact Center Multi-ACD (CXone Open)

New SBC Vendor ​

You will be able to connect to Contact Center through an additional SBC, Audio Codes.

Customer Request UI Change Availability

GA

On deploy

Enhanced CTI Security​

Currently, you can use third-party telephony with a VPN. In this release, you will be able to also use TLS to secure the CTI connection. You will be able to upload a certificate for an existing third-party telephony system.

Customer Request UI Change Availability

GA

On toggle

Expert Telephony Configuration​

Contact Center Multi-ACD (CXone Open) will allow Expert configuration of advanced telephony and interface parameters. Expert configuration will only be available for internal NICE users with special permissions.​

Customer Request UI Change Availability

GA

On toggle

PCI Compliance Enhancement​

A new API for compliance recording control (Mask/Unmask) will be available. This API will enable masking and unmasking parts of a recording when sensitive data is being collected by the agent. This API will help customers to comply with Privacy and PCI regulations.

Customer Request UI Change Availability

GA

On toggle

Support for Silence Suppression

Silence suppression will be supported for third-party Avaya telephony systems. You will need to configure silence suppression in the Avaya telephony system.

Customer Request UI Change Availability

GA

On deploy

NEVA

Add Applications

A new Add Applications button on the Settings page will enhance user experience by making it easier to find and add applications. This feature will allow you to search for applications with multiple URLs or captions. You can then add specific URLs and captions to the Applications page under the main application. This will ensure that the relevant applications, URLs, and captions are included in reports.

Customer Request UI Change Availability

GA

On deploy

Omilia Voice Biometrics

Support for CXone Agent Applications

You will be able to use the Omilia Voice Biometrics agent assist application in CXone Agent applications. This includes CXone Agent, CXone Agent Embedded, CXone Agent Integrated, and CXone Agent for Microsoft Teams. This expands the agent applications your agents can use with Omilia Voice Biometrics.

Customer Request UI Change Availability

GA

On toggle

Partner Applications

Monitoring Gateway Name Change

The Monitoring Gateway name will change to Monitoring Gateway. This will more accurately reflect the features and planned updates under this label.

Customer Request UI Change Availability

GA

On deploy

Adapters

Multiple Microsoft Tenants with One Contact Center Account

Currently, you can only set up a single Microsoft tenant with Presence Sync and Directory Sync. In this release, you will be able to add up to eight tenants.

Customer Request UI Change Availability

GA

On deploy

Previous State Subscriber State for Presence Sync

You will be able to set a new ACD subscriber state in your Presence Sync subscriber rules. This new state will be called previous state. When set as the ACD state in a rule, the Contact Center agent application will return to whichever state it was previously in. For example, Busy for Microsoft Teams is mapped to Previous State for the Contact Center ACD. In this scenario:

  • An agent's Microsoft Teams state is Busy and they set their Contact Center state to Available.
  • The agent receives a call in Microsoft Teams.
  • Their Microsoft Teams state changes to Busy - In a call and their Contact Center state changes to Unavailable - Teams.
  • The agent ends the call in Microsoft Teams.
  • Their Microsoft Teams state returns to Busy.
  • Because the Microsoft Teams state is Busy, and Busy is mapped to Previous State, the Contact Center state returns to Available.

In this example, Busy is not mapped to a specific state in Contact Center. Rather, when the Microsoft Teams state changes to Busy, the Contact Center state will return to its previous state, which was Available.

Customer Request UI Change Availability

GA

On deploy

Voice Quality Metrics

WebRTC Monitoring Available for Salesforce Agents

WebRTC monitoring will be available for Agent for Salesforce and Agent for Service Cloud Voice.

Customer Request UI Change
Availability

GA

On deploy

Improved Data Organization

Data presented in the Call Details tab will be reorganized. This will let you see more information within a single screen and avoid scrolling. Part of this strategy is to:

  • Highlight the most frequently used data by listing it at the top of each column.
  • Make certain pages easily accessible with new buttons, explained in the remaining notes in this section.

Customer Request UI Change Availability

GA

On deploy

WebRTC Analytics Page

Each contact record in the Voice Quality Monitoring tab will have a new page to display WebRTC analytics. These analytics will include a variety of in-depth metrics and timelines for the call, such as:

  • Connection jitters
  • Bitrates
  • Packet loss

This page will let you analyze technical details about calls, which will make troubleshooting easier. You will be able to pinpoint precisely where call issues exist and where to implement fixes. The Call Details tab of each contact record will have a new button to open this page.

Customer Request UI Change Availability

GA

On deploy

Call Recording Visualizer

You will be able to quickly access call recordings from a button in the Call Details tab. The button will open a page that displays each person's speaking time, a waveform of the audio, and allows you to skip around the recording. This will let you validate call issues in the actual recording directly from the Voice Quality interface. You must have call recording enabled to use this feature.

Customer Request UI Change Availability

GA

On deploy

Call Ladder Page

Currently, to access a call ladder, you must click on the contact ID link then click CXone Voice Diagnostics. In this release, you will also have a new Voice Diagnostics button in the Call Details tab to quickly access the call ladder.

Customer Request UI Change Availability

GA

On deploy

Pin Contact Records

You will be able to pin contact records in the Voice Quality Monitoring tab. This will let you quickly access specific records, particularly when handling issues involving multiple calls. This pin will be on the Call Details tab of each record, along with the three other new buttons.

Customer Request UI Change Availability

GA

On deploy

Personal Connection

Use DFO Bring Your Own Channel

You will be able to use the Digital First Omnichannel Bring Your Own Channel option with Personal Connection. This will allow you to use any digital channel with Personal Connection. It will increase the range of proactive outreach tools available to your organization.

Customer Request UI Change Availability

GA

On toggle

Manually Pace Outbound Agentless Messages

You will be able to control the timing of delivery of outbound agentless messages. This will allow you to better manage the quantity of inbound messages you receive in response.

Customer Request UI Change
Availability

GA

On toggle

Increased Speed of Hot Leads

The speed of hot leads through the Contact Center system will be increased. This will reduce the time it takes from when a contact invites a solicitation to the moment they connect with your organization. For example, a contact requests a quote for insurance. The request is brokered to five different companies. Studies show that the first company to engage with the contact after this kind of request has an 85% or better chance of closing the opportunity. The increased speed of hot leads through Contact Center will allow you to be more competitive and increase your chances of gaining more business.

Customer Request UI Change Availability

CR

On toggle

Create Regional US Holiday Calling Curfews

You will be able to create regional calling curfews for the United States. This will allow you to be compliant with calling restrictions for state and local holidays.

Customer Request UI Change Availability

GA

On deploy

Increased Support for Active Inventory of Contacts to Dial

Currently, the limit of the inventory of contacts to dial is 1 million. In this release, the limit will be increased to 4 million. 

Customer Request UI Change Availability

GA

On deploy

Quality Management

Enhanced Evaluations Workflow

  • Supervisors will be able to review evaluations before agents see them. This will enable better coaching and provide support to the agents with low scores.
  • Users will only be able to edit their own evaluations. This will prevent Evaluators or Supervisors from editing other evaluators' evaluations. To enable this feature, a new permission, Edit Own, will be added under Perform Evaluations.

Customer Request UI Change Availability

GA

On toggle

Access Granted Form Templates

Supervisors and Quality Managers will only see relevant evaluation form templates. This will help them reduce errors and make the process more efficient.

Customer Request UI Change Availability

GA

On toggle

Form Settings Layout Updates

Form settings layout is changed to different tabs for better usability.

 

Currently, all the settings are displayed on the single page. In this release, settings will be distributed across three different tabs. There will be a few more renaming as mentioned below:

  • Workflow title will be changed to Evaluation Workflow tab and a few more updates:
    • A new option Send to Supervisor will be added. This option will allow supervisors to review evaluations before agents see them.
    • Agent Can Review checkbox will be changed to Send to Agent to make it consistent and meaningful.
      • - Display Scores To Agent checkbox will be changed to Agent can see score
      • - Agent Can Acknowledge checkbox will be changed to Agent can acknowledge
  • A new Access tab will be added which will allow limiting the usage of the form for all users or specific groups or users.

Customer Request UI Change Availability

GA

On toggle

Quality Plan Update

Option to exclude previously evaluated calls in your Quality Plan will be added. This will help to represent agent performance more accurately.

Customer Request UI Change Availability

GA

On toggle

MyZone Updates

  • User will get a true average of quality scores in MyZone for a more comprehensive view of performance metrics.
  • User will be able to access evaluations and calibrations submitted by themselves. It will be available in one place for your convenience.
  • You will be able create an employee evaluation from the Tasks page in My Zone. New Evaluation button will be added to perform new evaluation for an agent.

Customer Request UI Change Availability

GA

On toggle

Add Evaluations

A coach will be able to add evaluations to the coaching session in the CXone Coaching app. A coach can leverage evaluation data to identify improvement areas of the agent.

 

Currently, only attachments and interactions can be added to the coaching session. In this release, you will also be able to add evaluations along with other existing resources.

Customer Request UI Change Availability

GA

On toggle

BI Report Enhancements

  • Active Status filter and column: A filter by Active Status will be added to view evaluation data for Active or Inactive agents. Inactive agents are those that have left your organization. The Active Status filter will be available in these QM reports:
    • Evaluation Details
    • Evaluation Question and Answer Details
    • Evaluation Question Details

A column called Active Status will display each agent's status.

  • Evaluator comments: Evaluator comments will be displayed in the Evaluation Question and Answer Analysis report. They will provide more context about the evaluation.
  • Contact Number filter and column: A filter by Contact Number will be added to view evaluation data for a specific contact. The filter will be available in these QM reports:
    • Evaluations by Team
    • Evaluations by Section and Question
    • Evaluation Details
    • Evaluation Question and Answer Details
    • Evaluation Question Details
    • Evaluator Analysis

A column called Contact No will display the contact number for each evaluation.

  • Skill Name filter: A filter by Skill will be added in the Evaluation Question and Answer Analysis report. This filter will enable to view evaluation form answers by skill. This will help to identify the overall proficiency level for each skill.
  • Sent to Supervisor state: A state called Sent to Supervisor will be added to the Evaluation Status filter. It will apply to completed evaluations agents have sent in for review. It will be available in these QM reports:
    • Evaluations by Team
    • Evaluations by Section and Question
    • Evaluation Details
    • Evaluation Question and Answer Analysis
    • Evaluation Question and Answer Details
    • Evaluation Question Details
    • Evaluator Analysis
  • Expired category: A category called Expired will be added to the Evaluator Analysis report. It will display expired evaluations.

Customer Request UI Change Availability

GA

On toggle

Japanese Language Support in Category Management

The Category Manager will support Japanese as an additional language. This will help to create, save, and update custom categories in this supported language.

 

For other QM processes that use the Category Manager such as Quality Planner and Form Manager, the Japanese language filter will be available when selecting a category.

Customer Request UI Change Availability

GA

On toggle

API Updates

A new entity will be added to the Data Extraction API to extract evaluator notes.

Customer Request UI Change Availability

GA

On toggle

CXone Recording

Screen Recording on Chromebox and Chromebook

Customers will be able to record and monitor agents’ screens on ChromeOS machines, such as Chromebox and Chromebook.

 

CXone Recording will record the screen using a web application. You will need to configure application settings. You will not need to download or install client software. You will need to configure ScreenAgent to use OS Login.

Customer Request UI Change Availability

GA

On deploy

Enhanced Security for ScreenAgent Configuration

Currently, the ScreenAgent configuration file is accessible to all users. In this release, the ScreenAgent configuration file will be hidden by default.

 

This will make the solution more secure. It will access to configuration file content, such as Access keys, Secret keys, configurations, and so on.​

Customer Request UI Change Availability

GA

On deploy

Recording Public Posts from Digital Channels

Agents will be able to record public posts from digital channels. This feature will be available for Facebook Public, LinkedIn, Twitter Public, YouTube, Apple Apps Reviews, Google Places, and Google Play. Screen recording and QM will not be available for public channels.​

 

The recorded posts will be available for search and playback in Contact Center Interactions.

Customer Request UI Change Availability

GA

On toggle

Enhancements to Mask/Unmask APIs

The Mask/Unmask APIs will allow customers to choose whether to mask or unmask voice or screen recording, or both. This will give customers greater flexibility and control over management of call recordings.

 

Version 29 of the APIs will contain a new parameter, maskRecordingMedia. Parameter values are: AllScreen, and Voice.

 

By default, both voice and screen recordings will be masked and unmasked.​

Customer Request UI Change Availability

GA

On deploy

Reporting and Dashboards

Business Intelligence (BI) Reports

Quality Management BI Report Enhancements

A column called Active Status will display each agent's status.

Customer Request UI Change Availability

GA

On deploy

A column called Active Status will display each agent's status.

Customer Request UI Change Availability

GA

On deploy

A column called Contact Number will display the contact number for each evaluation.

Customer Request UI Change Availability

GA

On deploy

  • Skill Name Filter: You will be able to filter by Skill in the Evaluation Question and Answer Analysis report. This filter will enable you to view evaluation form answers by skill. This will help you identify the overall proficiency level for each skill.

Customer Request UI Change Availability

GA

On deploy

Customer Request UI Change Availability

GA

On deploy

  • Expired Category: A category called Expired will be added to the Evaluator Analysis report. It will display expired evaluations.

Customer Request UI Change Availability

GA

On deploy

Digital Foundations Tab in CXone Billing Report

A tab called Digital Foundations will be added to the CXone Billing report. It will display the number of digital messages sent each day for the time period you choose.

 

For more details about this feature, select the Digital First Omnichannel filter on the top right.

Customer Request UI Change Availability

GA

On deploy

CXone SmartAssist Powered by Amelia

Amelia Upgrade to Version 6.0

SmartAssist will be upgraded to Amelia version 6.0. Release notes for this upgrade are available for download.

 

This feature will be available later in the release cycle.

Customer Request UI Change Availability

GA

On deploy

Studio

Unless otherwise indicated, the changes listed in this section apply to Desktop Studio and CXone Studio. If you're part of the Controlled Release (CR) program for CXone Studio, you can find CR-related release notes by selecting CXone Studio in the filter on the top right.

GET RICH MESSAGE JSON Action

A new action will be added for use with digital scripts. The GET RICH MESSAGE JSON action will return a dynamic list containing the contents of the rich message. It will include the JSON templates that have been built in  Digital First Omnichannel. You will be able to design and create the JSON templates used to create the rich messages.

Customer Request UI Change Availability

GA

On deploy

Enhancements to Digital Actions for JSON Payload Support

The digital ASKCALLER and TXTMSG actions will be enhanced to support JSON payload. This will allow them to pass messages containing rich media. The enhancements will simplify the sending of rich messages when a single rich message is being sent without additional text.

Customer Request UI Change Availability

GA

On deploy

Digital Version of ESTIMATED WAIT TIME Action

A digital version of the ESTIMATED WAIT TIME action will be available. You will be able to use this action in digital scripts to provide estimates to contacts of how long their wait time may be. The action will make educated estimates based on historical data for a given digital ACD skill queue. This change will improve your customers' experience when communicating with your organization on digital channels.

Customer Request UI Change Availability

GA

On deploy

MCR META DATA Action Supported in Digital Scripts

The MCR META DATA action will be supported for use in digital scripts. You will be able to use this action in digital scripts to pass meta data to CXone Recording. The meta data will need to be stored in a dynamic data object.

Customer Request UI Change Availability

GA

On deploy

UNLINKAGENT Action

The existing UNLINK action removes the agent from the call and puts the call back in a post-queue state. This ends the agent leg session. The new UNLINKAGENT action will also disconnect the agent from the contact in Contact Center, but it will keep the agent leg connected to the call. The agent will be able to use their physical phone (PBX) to transfer the call to a department with a phone extension that cannot be dialed within Contact Center. Certain phone types cannot support this kind of transfer, including softphones.

 

You will need to use the INDICATE action to give the agent a way to trigger the UNLINKAGENT logic. Agents will enter the next agent state in their workflow after they unlink from a call. If they unlink before transferring, they will need time in a working state like ACW . This will let them complete the physical transfer before receiving another call in the agent application. Alternatively, you could train your agents to transfer the call on their phone before unlinking it in the agent application.

 

UNLINKAGENT will be available to use in any inbound or manual outbound phone script.

Customer Request UI Change Availability

GA

On deploy

Access Integration Hub through CXone Studio

You will be able to access Integration Hub through CXone Studio.

 

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

Customer Request UI Change Availability

GA

On deploy

CXone Studio

This product is part of an Out-of-Band Controlled Release (CR) program following a CI/CD methodology. This section contains only release notes related to the CR program. The changes indicated in the following drop-down have already been made to the product.

 

For release notes concerning changes to Studio in the 2024-1 release, select the Studio filter on the top right of this page.

 

Preview Features

CXone Supervisor

Manage Agent States for Skills

Supervisors will now be able to view the agent states for a selected skill at a glance.

 

Supervisors will also have the option to change agent state for agents in the Available and Unavailable states.

 

This will help supervisors make better re-skill decisions when balancing queue loads.

Customer Request UI Change Availability

GA

On toggle

Virtual Agent Hub

Amelia Upgrade to Version 6.0

SmartAssist will be upgraded to Amelia version 6.0. Release notes for this upgrade are available for download.

 

This feature will be available later in the release cycle.

Customer Request UI Change Availability

GA

On deploy

Bot Builder Voice Bots

Bot Builder will be available as a supported virtual agent provider through Virtual Agent Hub. You will be able to create Bot Builder bots that work on voice channels by setting up a voice integration in Virtual Agent Hub. This change will expand the ways you can use Bot Builder in your contact center.

Customer Request UI Change Availability

GA

On toggle

Workforce Management

Forecasting — View Simulation Data

When generating a forecast, you will have the option to view the expected volume and the average handle time (AHT) as a result of the simulation. The data will be shown for the selected skills and scheduling unit. This option will be accessible in the staffing step of Forecasting.

 

This will help users understand the differences they see between the Intraday data and Forecasting data.

Customer Request UI Change Availability

GA

On toggle

Select Multiple Scheduling Units (SU) While Exporting Staffing Data as a CSV File

You will be able to select multiple scheduling units (SU) when exporting staffing data to a CSV file. View the staffing plan for agents across multiple scheduling units simultaneously for a specific day, week, or date range.

 

This feature will save you time by eliminating multiple exports.

Customer Request UI Change Availability

GA

On toggle

Warnings for Forecasting Conflicts

A warning message will be displayed when creating a forecast job or profile. This will occur if a job or profile with the chosen skill set and date range already exists. This will avoid generating repetitive forecasting jobs or profiles.

 

Also, there will be no confusion when selecting the forecasting job to create a staffing plan.

Customer Request UI Change Availability

GA

On toggle

New Method for Monitoring Adherence

There will be a new method to monitor and report adherence. The Actual and Scheduled activity codes will be grouped into categories. When the categories match, the agent will be in adherence. This provides customers with a more accurate and flexible system for comparing agent schedules with their actual states.

 

With this feature:

  • You will be able to assign overtime activities and working-hour activities to the same category.
  • Only agents that have a scheduled activity or actual activity will be monitored.
  • Agents that aren't scheduled and not working won't be monitored (including agents that are out of office).
  • You will be able to filter Real Time Adherence (RTA) data by groups.

There will be a new Adherence category page where you assign activity codes to categories. There will also be two more columns in RTA and the Adherence report: Scheduled Category and Actual Category. The ACD mapping page won’t be affected.

 

The new adherence method will require manual activation. Before activating, you will be able to simulate and see the results.

Customer Request UI Change Availability

GA

On toggle

Intraday — Color Code Variance Data and Future Forecast

With this feature:

  • You will be able to highlight cells in the variance columns when the variance is high or low. The color will be defined according to the variance threshold of the metric. This way, it will be easy to see which metrics require your attention.
  • Intraday will display forecast data for future scheduled dates.

Customer Request UI Change Availability

GA

On toggle

Weekly rules — Remove ''Default Operating Hours'' Option

In the full-day settings of weekly rules, the Use default operating hours option will be removed. You will still be able to manually define shift start time and length.

 

The existing weekly rules that are using default operating hours will be adjusted to:

  • Shift start: 8:00 in the morning
  • Shift length: eight hours

Customer Request UI Change Availability

GA

On toggle

Schedule Manager UI Updates

The Schedule Manager will load data faster. As a result, you will have to filter data by first selecting scheduling units. After that, you will be able to filter by other metrics.

 

This feature will be available starting late January. Each customer will receive a notification when it's available.

Customer Request UI Change Availability

GA

On toggle

Release Adjustments

These features are adjustments to those previously announced.

Changed Features

Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.

Interaction Analytics

Intent Trend Widget

A new widget will be available called Intent Trend. It will display the top ten most common intents in a dataset. It will look similar to the Top Company Profile Terms widget.

Interactions and Playback

Player Enhancements

Previously, several enhancements were announced for the Player. The only enhancement will be to zoom content in the Player window.

Features Removed from This Release

Each item includes a description of the feature as it was previously published on the Coming Soon page. These features will not be part of the 2024-1 release but may be part of a future release.

Removed Applications and Features

Dashboard Application Replaced

The current Dashboard application will be removed from Contact Center. You will no longer be able to access or use it. Your system will migrate to the new Dashboard application for a similar but improved experience.

 

The new CXone Dashboard doesn't currently support FedRAMP. Until it does, FedRAMP-enabled systems will have the current Dashboard application but not the new CXone Dashboard application.

 

Why this feature was removed: The Dashboard application will continue to be available, along with the new CXone Dashboard application, until the 2024-2 release.

Interaction Analytics

Intent Trend Widget

A new widget will be available called Intent Trend. It will display the top ten most common intents in a dataset. It will look similar to the Top Company Profile Terms widget.

CXone Coaching

Coaching Status Widget

This widget will display a summary of the coaching session status owned and assigned to the coach. This will help the coach to get a summarized view of all coaching sessions related to their role.

New Apps

CXone Dashboard

Integration with the new CXone Coaching application will be included in the new dashboard with the addition of a new coaching widget.

Features Added to This Release

To see the following features in detail, select the product in the filter on the right.

Removed Applications and Features

End of Support for ScreenAgent 2.x

QM

Form Settings Layout Updates

2024-1 Cumulative Update 2

These are the bugs and known issues that are fixed on this update.

ACD

  • In some systems, opening Workflow Data and then navigating to another page within that area resulted in an error message.

Contact Center Agent Applications

  • When a system using Contact Center Agent Integrated set up data memorialization that used the Recording URL data field, the recording playback path was incorrect, and the recordings couldn't be played back. 
  • In some FedRAMP environments, the Launch Contact Center Agent link didn't open the FedRAMP URL for the application.
  • When an agent had an active digital interaction and outbound phone call, they couldn't add more parties to the call.
  • With the Contact Center Agent Chrome extension, callbacks didn't trigger a ring alert, even with the correct settings enabled.
  • When an inbound skill required the agent to manually accept calls and the agent role was configured for auto-answer, callbacks didn't include Accept and Reject buttons.
  • With the Contact Center Agent Chrome extension in small view, screen pops didn't open in a new tab.
  • The redial feature in Contact History wouldn't dial an outbound call.
  • When an agent was assigned to only one skill, they couldn't see calls waiting in that skill's queue.
  • When the skill view setting was disabled for an agent, they were still able to search for skills in the directory.

API

  • In some environments, Performance Management was unable to pull data from the v24 APIs.
  • In an agent/state-history request, data from a session didn't appear if the user didn’t log out within the specified time range.

Personal Connection

  • In systems where predictive dialing was disabled, users couldn't update the Consecutive Attempts without a Live Connect field for dialer skills where the dialing ratio was 1.
  • In certain system configurations, dialer calls were automatically dispositioned as Answering Machine Left Message instead of routing to an agent.
  • Changes to call suppression settings didn't appear in the audit history for a dialer skill.
  • In some systems, the agentless dialer would reach a contact and fail to play a message. When this happened, it assigned an error disposition to the call. 

MAX

  • If an agent parked an email while they had a call on hold, they couldn't resume the call.

Reporting

  • The Active Contacts report sometimes showed old, irrelevant recordings.
  • In dashboard widgets, some agent state data included (1) durations of 00:00 where agents did spend time in the state, and (2) data out of the selected date range.
  • The Form filter in certain QM BI reports displayed every version of a form. If a form was deleted, and another form was created with the same name, there was no way to distinguish between the old form and the new one. Now, only the latest version of each form will be displayed. This impacts the following reports:
    • Evaluation Details
    • Evaluation Question Details
    • Evaluation Question and Answer Details
    • Evaluation by Team
    • Evaluation by Section and Question
    • Evaluation Question and Answer Analysis
    • Calibration Report

Studio

  • SNIPPET scripts using the GetRestProxy() function couldn't be called using Postman.
  • SNIPPET scripts with unicode characters weren't properly URL-encoded if the script called RestProxy.urlencode().
  • The REST API action didn't honor the timeout setting when the endpoint returned HTTP Status 400.

Contact Center Studio

  • In API calls, the runTime property was returned in UTC-7 instead of UTC-0.

Cumulative Update 3

These are the bugs and known issues that are fixed on this update.

ACD

  • When a PoC phone number exceeded 20 digits, calls to it failed to route to the business unit. 
  • Contact Center sometimes returned an error when a user tried to edit a station. 
  • Callbacks would correctly route to an agent but would then become stuck in the agent's personal queue.
  • In some systems, agents received more contacts than they were configured to handle at one time.
  • Some users couldn't open an ACD skill properties page, even with the correct permissions enabled.

Contact Center Agent

  • You couldn’t enable only the agent response timer or only the customer response timer. When one was enabled, both timers appeared in the agent application. 
  • When an agent tried to place an outbound call to another agent using the address book, they received an error.
  • Callbacks delivered to an agent in Contact Center Agent Embedded didn't include an option to accept or reject the callback.
  • In web chat channels, the contact couldn't see approved messages until they refreshed the chat window. 

API

  • Pulling contacts with v28 sometimes returned duplicate contact IDs.
  • Using APIs to change integratedSoftphoneWebRtcUrls to United Kingdom 2 returned a successful message, but the change didn't appear in the product interface.

Digital First Omnichannel

  • When an email channel name contained multiple spaces, the SENDEMAIL Studio action failed.

Partner Tools

  • Publisher flow didn't work for systems that only had a Presence Sync license.

Platform

  • Some environments crashed as the result of improper use of the SNIPPET Studio action. Improvements have been made to prevent similar occurrences in the future.

Reporting

  • In the Contact Detail report, sometimes the end reason was missing. When this occurred, the recording duration was shown as 4:59:59, regardless of the actual call duration.
  • In dashboard widgets, some agent state data included (1) durations of 00:00 where agents did spend time in the state, and (2) data out of the selected date range.

Cumulative Update 4

These are the bugs and known issues that are fixed on this update.

ACD

  • ACD User bulk upload sometimes failed with an integrated softphone formatting error when Integrated Softphone (WebRTC) information hadn't been edited.
  • Users couldn't move the dispositions assigned to an ACD skill up or down. 

API

  • Agents weren't being logged out when there was no poll for the duration of time specified by the InactivityTimeout setting in the agent session. This was due to a conflict between that setting and an internal poll timeout setting. The internal setting has been adjusted to prevent conflicts in the future. 

Contact Center Agent

  • When an agent using Integrated Softphone received a callback while their inbox was collapsed, the ring didn't sound and no Accept or Reject button appeared.
  • In some systems, agents weren't being correctly logged out of Contact Center Agent Embedded.

Contact Center Attendant

  • When special Japanese characters were used in the first or last name of a user, Contact Center Attendant showed a blank page for that user. 

MAX

  • When an agent logged out of MAX while logged in to a Personal Connection skill, the agent was logged as being in a dialer or dialer pending state until they logged back in. 

Personal Connection

  • The SMS templates for agentless skills didn't appear under the Message Template drop-down. 

Platform

  • When contacts were transferred using the Launch button in MAX, they didn't appear as active contacts in Contact Center Supervisor live monitoring.

Supervisor

  • Live monitoring sometimes showed old data. 

Cumulative Update 5

These are the bugs and known issues that are fixed on this update.

ACD

  • The Quick Replies editor was missing the option to set the size of an image. It also removed image borders. 

Contact Center Agent

  • When an agent scheduled a callback, the callback phone number was limited to 10 digits. 
  • The tooltip for the Quick Response icon said Quick Replies instead of Quick Responses. 
  • When an agent applied a disposition to an interaction using a skill that didn't require dispositions, the Contact Center Agent showed a blank page. 
  • In Contact Center Agent and Contact Center Agent Embedded, agents couldn't apply dispositions to calls that had been transferred or taken over. 
  • Agents couldn't answer or dial outbound calls due to a denied media access error. 

API

  • The Digital Experience parked contact API returned a 204 error when an agent ID didn't appear in the request. 
  • In v29, the call to get hours of operation by profile ID didn't return any values for the scripts parameter.

Digital Experience

  • When a digital skill was created from the ACD Skills page, the skill immediately appeared in the ACD Skills page but not in the Routing Queues and Routing page. 

MAX

  • On the latest Chrome version, MAX crashed when the disposition dialog appeared. 

Platform

  • When contacts were transferred using the Launch button in MAX, they didn't appear as active contacts in Contact Center Supervisor live monitoring. 

Reporting

  • When the Avg Talk Time and Avg Handle Time metrics changed to Average Talk Time and Average Handle Time, it broke BI reports where they were being pulled. The original names have been restored. 
  • The Contact History report showed a blank contact end reason when it should have shown cause code 41.

Cumulative Update 6

These are the bugs and known issues that are fixed on this update.

Personal Connection

  • When a user would change the message template for an existing SMS skill, the change would not save.
  • When a Personal Connection skill had many records, agents couldn't make outbound calls in MAX. 

Platform

  • Full call recordings weren't available for transferred contacts.

Studio

  • Users given permission to view certain sub-folders in Studio were unable to see those sub-folders. 

Cumulative Update 7

The cumulative update only includes a back-end infrastructure update. It doesn't include any fixed issues.

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