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Release Notes

RingCentral Contact Center User Hub | Spring 2022

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.
Release Date: Spring 2022

Spring Release 22.1

Cumulative Update 2

Digital First Omnichannel
Full CXone Email Integration
 
You can now set up email channels inside Digital First Omnichannel. This allows you to take advantage of the benefits of the digital platform, including contact threading, agent routing, and automation tools.
Customer Request X UI Change ✓ Future Enablement ✓

Global Changes

SAML 2 Federation Support
 
In the past, you could configure IdP-initiated SAML 2. With this release, you can also configure SP-initiated SAML 2.
Customer Request X UI Change ✓ Future Enablement ✓
Unicode Character Support for User Input
 
Users can enter text into fields, file names, prompts, and so on, using characters from any Unicode character set, including Japanese characters. This is supported in applications and features such as Studio, WFI, DB Connector, and Workflow Data. It allows users to enter text in the language they're most comfortable using.
Customer Request ✓ UI Change X Future Enablement X

What's New in the Online Help

Online Help Available in Three New Languages
 
Online help for Spring 2022 will be available in three new languages: Chinese (Traditional), Chinese (Simplified), and Korean. The non-English sites will be published as soon as available.

ACD

Call Abandonment Rate Calculation Change
 
The Contact Center call abandonment rate measurement has changed to meet recent clarifications of TCPA regulations. Handled calls only include live calls that were delivered to an agent. Calls that agents dismissed as answering machines no longer count. With this release, the abandonment rate calculation is the Total Number of Abandon Calls divided by the Total Number of Live Calls (represented by Handled Calls minus Agent-Identified Answer Machine Calls plus Abandoned Calls).
Customer Request X UI Change X Future Enablement X
Omnichannel Session Handling Enhancements for Non-Voice Interactions
 
If you have both Digital First Omnichannel (DFO) and Omnichannel Session Handling (OSH) enabled, the Contact Settings tab for ACD Users has changed. The Chat, SMS, and Email settings for both Contact Handling and Contact Refusal Timeouts now include digital and omnichannel interactions of those types. For all other types of DFO interactions, you can configure these two settings for a new media type: Digital. For more information, select Digital First Omnichannel in the filter on the right.
 
This change gives you more control over your DFO and other non-voice interactions. It makes it more efficient to add new contact methods to your environment.
Customer Request X UI Change ✓ Future Enablement ✓
Skill Name Enhancement
 
You can include a colon (:) in a skill name. This change is effective for skills created:
  • In the ACD application
  • By using bulk upload
  • By using APIs
This enhancement provides an additional option if you need to distinguish between multiple skills.
Customer Request ✓ UI Change ✓ Future Enablement X

Admin‌ 

Omnichannel Session Handling Enhancements for Non-Voice Interactions
 
If you have both Digital First Omnichannel (DFO) and Omnichannel Session Handling (OSH) enabled, the Contact Settings tab for ACD Users has changed. The Chat, SMS, and Email settings for both Contact Handling and Contact Refusal Timeouts now include digital and omnichannel interactions of those types. For all other types of DFO interactions, you can configure these two settings for a new media type: Digital. For more information, select Digital First Omnichannel in the filter on the right.
 
This change gives you more control over your DFO and other non-voice interactions. It makes it more efficient to add new contact methods to your environment.
Customer Request X UI Change ✓ Future Enablement ✓
New Permissions for Business Unit Tabs
 
The permissions that control access to the following ACD business unit tabs have changed:
  • Usage—New permission: Business Unit Usage
  • Contact Center Attendant—New permission: Business Unit CXone Attendant
The new permissions give you more granular control of your users' access. These changes may affect your users' current access. If they do, you need to edit your current permissions. These updates close loopholes in the security model in these tabs.
Customer Request ✓ UI Change ✓ Future Enablement ✓

API

Support for User Visibility with Role-Based Access Control
 
The Remove Skill Agent Assignment API (SKLAGT_REMV17) now supports role-based access control (RBAC) for user visibility as defined with Views. RBAC increases security within Contact Center. Previously, this API ignored settings related to Views. If you use this API and have configured user visibility in Views, you may need to make adjustments.
Customer Request X UI Change X Future Enablement ✓
Unified Skill Assignment for Digital First Omnichannel and ACD Skills
 
You can change agent ACD skill assignments for Digital First Omnichannel skills using ACD APIs. This gives you the same flexibility with digital skills that you have with omnichannel skills.
Customer Request X UI Change X Future Enablement ✓
Updated Digital First Omnichannel API
 
The Digital First Omnichannel API has been updated. For more information, select Digital First Omnichannel in the filter on the right.
Customer Request X UI Change X Future Enablement ✓
Updated Studio API
 
The Studio API has been updated. For more information, select Studio in the filter on the right.
Customer Request ✓ UI Change X Future Enablement X

Channels

New Channel: Instagram Direct
 
You can set up Digital First Omnichannel to send and receive direct messages through Instagram.
Customer Request X UI Change ✓ Future Enablement ✓
New Channel: WeChat
 
You can set up Digital First Omnichannel to use basic messaging through WeChat. Contact your Account Representative to begin the setup process for you.
Customer Request X UI Change ✓ Future Enablement ✓
Apple Business Chat Enhancements
 
You can include icons for each item in the List Picker.
Customer Request X UI Change ✓ Future Enablement ✓
DFO Chat Enhancements
  • Group chat—Agents and contacts can invite more people into a conversation. This setting is currently only available for Live Chat.
  • New conditions for tracking live behaviors:
    • Aggregated time spent on site
    • Time spent on page
    • Chat service status (online/offline)
    • Proactive actions by channel
    • Custom rule via API integration
    • Scroll depth
    • Number of clicks
    • Inactivity tracking
  • Inactivity pop-up—You can create a job to display a pop-up warning the customer that their session will expire due to inactivity.
  • Reporting—Dashboards that show digital data such as web visitors, conversion rates, efficacy of chat actions, and more are available in Contact Center Performance Management. This will be released later in the Spring 2022 release cycle.
Customer Request X UI Change ✓ Future Enablement ✓
Contact Center Email Enhancements
 
Contact Center email has the following updates:
  • New authentication method for SMTP—You can set up certificate-based authentication for an extra layer of security on your email server.
  • DKIM self-service—You can generate DomainKeys Identified Mail (DKIM) keys for setting up cloud email. This adds an extra layer of security to email.
  • Domain verification—When setting up a domain, users are presented with reminders that they should only use domains that are verified.
Customer Request ✓ UI Change ✓ Future Enablement ✓
DFO Email Enhancements
 
Digital First Omnichannel email has the following updates:
  • Branded templates—You can build templates with custom colors, logos, and fonts for outbound email messages.
  • Branded templates—You can use HTML formatting for custom email signatures.
Customer Request ✓ UI Change ✓ Future Enablement ✓

Cloud Storage Services

Faster Secure External Access
 
Faster Secure External Access (SEA) is a licensed feature that enables you to copy or move files to SEA faster than when you use normal life cycle rules. This feature applies to zero-day SEA copy and move actions.
Customer Request X UI Change X Future Enablement ✓
File Retrieval Request Cancellation
 
You can cancel file retrievals requests that are submitted by mistake. You can also view and confirm the number and sizes of files before submitting the file retrieval request. If you cancel a retrieval request, records that are not yet marked for processing will not be retrieved.
Customer Request X UI Change ✓ Future Enablement ✓
IA Report File Type
 
You can define life cycle rules for Interaction Analytics Report files using Life Cycle Management rules.
Customer Request X UI Change ✓ Future Enablement ✓

Contact Center Attendant

FedRAMP Support
 
Contact Center Attendant supports FedRAMP at the Moderate Impact Level.
Customer Request X UI Change X Future Enablement ✓
Audit Logging Capabilities
 
Contact Center Attendant logs any changes related to it. This includes changes made in the main application window (Applications > CXone Attendant) and changes made on the Contact Center Attendant tabs on the business unit and ACD user records. You can access this audit logging data through APIs. It includes changes to fields and other actions taken. It also logs changes made during user impersonation in Contact Center Attendant. Audit logging data is kept indefinitely.
Customer Request X UI Change X Future Enablement ✓

CXone Expert

Review Manager
 
You can create workflows for publishing new content. For example, you could create the following workflow:
  1. The author updates content and submits it to a specified group or user to review.
  2. The reviewer submits feedback to the author.
  3. The author edits the new content and submits it to the reviewer again for final approval.
  4. Once approved, the new content is published.
This feature enables you to manage content updates and approvals directly in CXone Expert instead of using email or messaging.
Customer Request ✓ UI Change ✓ Future Enablement ✓
Management for Multiple Sites
 
If you have multiple CXone Expert sites, you can access them all from a single landing page in Contact Center.
Customer Request X UI Change ✓ Future Enablement ✓

Digital First Omnichannel

Unified ACD Skill and DFO Routing Queue Assignment
 
The process for adding users to a routing queue is now the same as the process for adding users to an ACD skill. This allows you to maintain agent ACD skill assignments, Omnichannel Session Handling (OSH) routing, and DFO routing queue assignments from the ACD skills page or the ACD user profile. Any changes made to routing queue assignments automatically sync to a read-only list in the DFO routing queue settings.
 
For related information on the OSH portion, select Admin in the filter on the right.
Customer Request ✓ UI Change ✓ Future Enablement ✓
Unified Routing with Omnichannel Session Handling
 
The following features require that you have both Omnichannel Session Handling (OSH) and unified routing enabled on the tenant.
  • You can select a Studio script from a drop-down to apply to routing for each channel. The drop-down contains only your digital scripts.
  • The accept or reject option an agent sees in MAX includes both OSH interactions and digital interactions. If the interaction is rejected, it returns to the queue.
Customer Request X UI Change ✓ Future Enablement ✓
Updates to AskCaller Studio Action
 
The AskCaller action allows you to integrate digital scripts into your Digital First Omnichannel live chat and chat messaging channels. The action supports rich content such as buttons, emoji, and graphics. Digital scripts must be created and implemented by Expert Services.
 
This action helps to close the gap between Virtual Agent Hub and Bot Builder.
Customer Request X UI Change X Future Enablement ✓
New APIs
 
The following APIs have been added.
 
Customer Contact APIs:
  • Change routing queue
  • Change inbox assignee
  • End agent contact
Customer APIs:
  • Create custom field
  • Change custom field value
Customer Card:
  • Change custom field value
Customer Request X UI Change X Future Enablement ✓
Interaction ID Added to CTI Events
 
All CTI events include the interaction ID. This allows you to filter by interaction in reporting and analytics and create a link between Digital First Omnichannel and WFM.
Customer Request ✓ UI Change ✓ Future Enablement ✓

Engagement Manager

Time Off Request for WFM in the Engagement Manager Mobile App
 
Agents can send time-off requests using the mobile app. Requests are approved based on your contact center’s WFM time-off configuration.
 
With this enhancement, you can:
  • Submit partial or full day time-off requests using the agent mobile app.
  • View a summary of time-off requests.
  • View time-off balance.
Customer Request X UI Change ✓ Future Enablement X
Absence Request for IEX WFM Integrated in the Engagement Manager Mobile App
 
Agents can inform their supervisors of an absence request using the EM mobile app.
 
With this enhancement, you can:
  • Request partial or full day absence for a single day using the mobile app.
  • Submit an absence request for a configured number of days into the future (up to 28 days).
  • Send email notification to the agent’s supervisor.
Customer Request X UI Change ✓ Future Enablement X

Feedback Management

Partial Response Processing
 
You can submit responses from incomplete surveys for processing after a timeout period has passed. This enables you to include valuable responses in your collected data that wouldn't have been processed or appeared in reports otherwise. It differs from the partial response reporting feature because the application processes the responses as if they came from completed surveys. Processing includes:
  • Translation, if you purchased that feature
  • Automated text analytics, if you purchased that feature
  • Alerts
  • Reporting
Partial response processing is available for email, IVR, SMS conversational, SMS to Web, and WhatsApp to Web. It isn't available for internet pop-up, slider, or link. IVR partial responses process immediately after the call without waiting for a timeout period.
Customer Request ✓ UI Change ✓ Future Enablement X
Response Rate Chart Label Improvements
 
Labels in the Response Rate chart have changed for clarity. This makes it easier to read, especially when you process partial responses.
 
The following table headings changed:
  • Total Count of Complete is now Total Submitted Responses.
  • Count of No Response is now Count of Not Started.
  • Count of Started and Unsubmitted is now Count of Abandoned.
The following mouseovers changed: 
  • (Completed + Incomplete) is now (Submitted + Abandoned).
  • Completed is now Submitted.
  • Incomplete is now Abandoned.
Customer Request X UI Change ✓ Future Enablement X
Improved Admin Pages
 
The following admin pages have been enhanced:
  • Submit Schedule Jobs page improvements make it easier to submit an on-demand job and to schedule recurring jobs.
  • System Settings page improvements make it easier to find, understand, and update your application settings. Settings are organized by function type. Some options have been renamed for clarity.
  • A redesign of the Login History page makes it easier to filter and review user logins.
  • The SSO setup page design has changed to match Contact Center styles.
Customer Request X UI Change ✓ Future Enablement ✓
Security Improvements (FedRAMP)
 
Feedback Management is included in the RingCentral Contact Center FedRAMP environment. As part of the effort to meet the rigorous FedRAMP controls, security has been enhanced for all clients.
Customer Request ✓ UI Change ✓ Future Enablement X
Support for Interaction ID
 
If you post-process your survey data, you can use the Contact Center interaction ID to link operational data from the Contact Center interaction. For example, you could link call hold times with customer survey results from Feedback Management. The interaction ID appears in the following areas:
Customer Request ✓ UI Change ✓ Future Enablement X
Improved Flexibility in Hierarchy Functionality
 
Defining data access to multiple hierarchies and hierarchy levels is now more flexible. Previously, you defined hierarchy access conditions with the "AND" operator. For example, you could give a supervisor access to records that were assigned to both Team 1 AND Region A.​​ In this release, you have the option to use an "OR" operator instead. For example: ​​
  • A supervisor could review surveys for calls with their staff or themselves (Team 1 OR Agent A). ​
  • Agent scores could be assigned up through multiple departments (Team 1 OR Team 2 OR Team 3).
Customer Request ✓ UI Change ✓ Future Enablement X
API For Real-Time Outcast
 
Previously, you could use the API to invite contacts in real time to give feedback through SMS and IVR surveys.​​
Now, you can also invite contacts to give feedback in real time through the internet, with invitations sent by email or SMS. The API now also supports returning a unique survey link for the contact.
Customer Request ✓ UI Change X Future Enablement X
Drop-Down List Option for Single-Select Questions
 
A new drop-down list option is available for single-select questions. This option improves the experience of selecting from a long list of values.
Customer Request ✓ UI Change ✓ Future Enablement X

Interaction Analytics

Support for Brazilian Portuguese
 
Users can analyze Brazilian Portuguese interactions in addition to English and Spanish interactions. Separate datasets can be created for each of these languages; that is, one language per dataset.
 
When you add Brazilian Portuguese analysis to Interaction Analytics, a drop-down for language is available for dataset creation and for category and workspace templates. To support Brazilian Portuguese datasets, you can create custom categories, sentiments, and entities. Selected widgets and filtering capabilities also support Brazilian Portuguese. The Interaction Analytics user interface remains in English only.
 
Each language in addition to English is a purchasable add-on. Ask your Account Representative for more information.
Customer Request X UI Change X Future Enablement ✓
Sorting Improvements for Interactions and Dataset Views
 
Sorting of columns now persists when a user views:
  • Datasets
  • Interactions from the Interactions Widget
  • Interactions by drilling down from other widgets
In other words, columns appear as they did in the final sort order the user configured in their last session. This information is stored in the browser cache for the user, so clearing cache also clears these sorting preferences.
Customer Request X UI Change ✓ Future Enablement ✓
Annotation Usability Improvements
 
In the Annotation Selector, users can see which top-level nodes have matching interactions and how many interactions there are. In addition, users can click a specific annotation to jump directly to that annotation in the transcript. These enhancements make it easier and faster for users to benefit from annotations.
Customer Request X UI Change ✓ Future Enablement ✓
Bar Chart Improvements
 
For widgets displayed as bar charts, users can choose whether to view results in ascending or descending order. Bar charts also support an increased limit of up to 25 lines.
Customer Request ✓ UI Change ✓ Future Enablement ✓
Support for New Digital Channels
 
As Interaction Analytics continues to make more digital channels available for analysis, this release sees addition of the following:
Customer Request ✓ UI Change ✓ Future Enablement ✓
Support for New Digital Channels
 
As Interaction Analytics continues to make more digital channels available for analysis, this release sees addition of the following:
  • Google Business Manager
  • Microsoft Teams
  • Slack
These channels offer the same functionality as all other channels and enable users to rely on a single tool for their data analysis needs. Users must have both Interaction Analytics and Digital First Omnichannel to take advantage of this feature.
Customer Request X UI Change X Future Enablement ✓
Enlighten CSAT Agent Behavior Metrics Enhancements
 
In the Fall 2021 release, Interaction Analytics made Enlighten metrics available to Interaction Analytics users. The Spring 2022 release offers these enhancements:
  • The Enlighten Behavioral Metrics Widget includes a new setting that allows users to group data by agent, team, or category. This gives users the benefit of viewing the data in a variety of ways.
  • Users can export both the Enlighten Behavioral Metrics Widget and the Enlighten Summary Widget as a CSV file. This enhancement adds convenience for users who need to present the data to others.
  • Users can choose Save as Category, or use the Category Editor, with the Behavioral Metrics filter. The saved category uses the configured filter, making it easier and faster for users to view data.
Enlighten metrics require the Interaction Analytics Premium package and purchase of the Enlighten CSAT Agent Behavior Use Case. 
Customer Request X UI Change X Future Enablement ✓

MAX

Launch MAX in a New Browser Tab
 
You can specify whether MAX launches in a new browser tab instead of in a new window for all agents. You can configure this setting on the Details tab of the ACD Business Unit page.
Customer Request ✓ UI Change ✓ Future Enablement ✓
CC Details in Emails
 
When agents use the Reply All option, the email conversation history and reply header now include the string of CC details.
Customer Request X UI Change ✓ Future Enablement ✓

Media Services

Support for the Latest Platforms
 
NET 4.8 and Windows 2019 are now supported.
Customer Request X UI Change X Future Enablement ✓
Header Updates for Scalability
 
You can move calls between media servers. This increases scalability for large environments.
Customer Request X UI Change X Future Enablement ✓

Performance Management

The following features are expected to be released in early March.
Quick Rename of Tabs
 
You will be able to quickly rename modules and dashboards by clicking on the current name and entering a new name. This will save you time by requiring fewer clicks to rename tabs.
Customer Request X UI Change X Future Enablement ✓
Marketplace Item Variety
 
In the Marketplace, you will be able use a drop-down to select between items that are alike. You will be able to group items according to any attribute you choose. For example, if you have posted a video game to the Marketplace and the video game is available on three different game consoles, you can group the items based on that attribute. Then users will be able to select the drop-down to choose which game console they want to order the video game for. This will allow for a quicker checkout process in the Marketplace.
Customer Request X UI Change X Future Enablement ✓
Team Games Update
 
You will be able to have team versus team games. Games will allow one team to challenge another team based on performance metrics.
Customer Request X UI Change X Future Enablement ✓
Brazilian Portuguese Language Support
 
Performance Management will be supported in Brazilian Portuguese. This will enable more users to use Performance Management in their native language.
Customer Request X UI Change X Future Enablement ✓
Wallboard Summary Improvements
 
The wallboard summary will display all selected groups by automatically changing the page to display the next set of groups. This will ensure all groups will be visible on wallboard summary.
Customer Request X UI Change X Future Enablement ✓
Rewards Modal
 
Agents will get weekly notifications showing all the games or challenges they were not participating in for that week. This will allow agents the opportunity to see the games and challenges they missed out on, so that they can choose to participate in the future.
Customer Request X UI Change X Future Enablement ✓
Share Dashboards to User Attributes
 
You will be able to share dashboards with other users based on their assigned attributes. This will allow you to have a quick and easy way to share dashboards with a certain set of users.
Customer Request X UI Change X Future Enablement ✓

Personal Connection

Call Abandonment Rate Calculation Change
 
The Contact Center call abandonment rate measurement has changed to meet recent clarifications of TCPA regulations. Handled calls only include live calls that were delivered to an agent. Calls that agents dismissed as answering machines no longer count. With this release, the abandonment rate calculation is the Total Number of Abandon Calls divided by the Total Number of Live Calls (represented by Handled Calls minus Agent-Identified Answer Machine Calls plus Abandoned Calls).
Customer Request X UI Change X Future Enablement X

Quality Management

New Digital Channels in the Quality Planner Filter
 
When creating a quality plan, QM managers can now filter interactions to evaluate based on these new digital channels:
  • Google Business Messenger
  • Microsoft Teams
  • Slack
The digital channels listed in the Quality Planner depends on the channels that are supported for your organization.
Customer Request ✓ UI Change ✓ Future Enablement X
Auto-Response Evaluations
 
Up until now, when creating a form, QM managers could configure auto-response rules for questions by setting categories. With this release, QM managers can configure auto-response rules for questions by setting sentiments.
 
Based on the selected sentiments, the QM app automatically responds to evaluation form questions matching the sentiments associated with the interaction. This helps the evaluators to complete evaluations faster, because many of the questions in the form will already have answers filled in for them. Evaluators can review the responses and change them if needed.
 
This feature is a part of the QM Advanced license.
Customer Request X UI Change ✓ Future Enablement X
Language Support in Category Management
 
In Category Manager, you can now filter categories and custom categories based on the selected language. You can also create, save, and update custom categories in your selected language.
 
For other QM processes that use Category Manager such as Quality Planner and Form Manager, you can apply language filter while selecting a category.
 
The supported languages are:
  • English
  • Spanish
  • Brazilian Portuguese
This feature is a part of the QM Advanced license.
Customer Request X UI Change ✓ Future Enablement X
API Updates
 
The column sequence has changed because of the change in data infrastructure of the APIs. The QM API updates will be released later in the Spring 22 release cycle.
 
In addition,
  • QM Workflow API—Two new columns, Reason and Parent ID, are added.
  • QM Questions and Answers API—The Question ID and Section ID columns now have values in the UUID 32-bit format.
Customer Request X UI Change X Future Enablement ✓

Real-Time Interaction Guidance

Real-Time Interaction Guidance Agent Widget Available in Agent Application Supported Languages
 
The Real-Time Interaction Guidance agent widget is available in the languages supported by MAX and Agent for Salesforce. The guidance and alert messages that agents see always display in the language in which they were written in the Real-Time Interaction Guidance administrator's pages. The language of the labels and other text on the screen, such as the names of the score gauges, change based on the language selection in the web browser that the agent uses.
Customer Request X UI Change X Future Enablement X
Create Multiple Profiles per Business Unit
 
Real-Time Interaction Guidance now supports multiple profiles, each with a different set of alerts and guidance. At this time, there is no limit to the number of profiles you can create. This allows you to customize the guidance you offer to teams of agents in your organization. You must have one Studio script for each profile that you create.
Customer Request X UI Change ✓ Future Enablement ✓
Support for International English Added
 
Real-Time Interaction Guidance now offers support for International English in addition to North American English. When you add Real-Time Interaction Guidance to Agent Assist Hub, it defaults to the appropriate language based on your Contact Center region. Additional languages will be supported in future releases, along with the ability to select a language.
Customer Request X UI Change ✓ Future Enablement ✓

Contact Center Recording

New Digital Channels
 
Contact Center Recording now supports additional digital channels: Google Business Messenger, Microsoft Teams, and Slack.
 
You will be able to:
  • Define recording policies to record agent screen activity while working on these digital interactions.
  • Search for these digital interactions.
  • View digital interaction transcripts and play back screen recordings.
Customer Request X UI Change ✓ Future Enablement X
Player Enhancements
 
In the Contact Center Recording player, there is a new Interactions Details tab. This tab includes details such as, business data, disposition, and after call work. This tab is available only for voice recordings.
Customer Request X UI Change ✓ Future Enablement X
Business Data
 
You can now update the business data information for closed interactions using business data API.
 
The Update business data permission is required to use the API. In Contact Center, go to Admin > Security > Roles and Permissions. The permission is under Search & Playback > APIs.
Customer Request X UI Change X Future Enablement X
Recording Agent Only
 
You can now record only the agent's side conversation using a Studio action.
Customer Request ✓ UI Change ✓ Future Enablement X
Improved File Names for Media Extraction
 
Contact Center Recording now provides a more accurate media file name. The file name includes:
  • Seconds in the file name for voice and screen interactions.
  • SegmentID instead of the RecordingID for voice interactions.
  • StatementID instead of the RecordingID for statements.
This will help simplify correlation to file metadata. When extracted, the voice and screen recordings will have the new file names.
Customer Request ✓ UI Change X Future Enablement X
Screen Recording Support for Proxy Authentication
 
ScreenAgent now supports 5 proxy authentication methods. This support is for only screen recording and not for screen monitoring. This is applicable for ScreenAgent on Windows OS.
Customer Request X UI Change X Future Enablement X
ScreenAgent Updates
 
Starting July 1, 2022, the ScreenAgent version lower than 2.1.40 will not be supported. You must upgrade all users to ScreenAgent version 2.1.40 or higher and then contact your Account Representative to enable the new functionality of screen recording.
Customer Request X UI Change X Future Enablement X
ScreenAgent Online Help Improvements
 
The online help for ScreenAgent now has videos and more FAQs.
Customer Request ✓ UI Change X Future Enablement X
Recording Policies Enhancements
 
Up until now, when defining a recording policy or a do not record policy, you could apply either the Team or Employees filter. With this release, you can use both filters, Teams and Employees, in the same recording policy.
Customer Request X UI Change ✓ Future Enablement X
Recording Dialer Interactions
 
You can now record the agentless dialer interactions. The interaction will be recorded starting the moment the customer answers the call.
Customer Request ✓ UI Change X Future Enablement X

Reporting and Dashboards

Reporting API Updates
 
Reporting APIs were updated with the following features:
  • All time fields now include milliseconds instead of rounding to the nearest second.
  • The Contacts Completed API now includes a refusal reason, held party abandoned, and contact end reasons.
  • The ACW Seconds field for the Contacts Completed API now updates the LastUpdateTime stamp.
  • The Contacts Completed API now offers better error handling.
Customer Request X UI Change X Future Enablement X
Customizable SMTP Address
 
By default, Contact Center sends reports from the email address "[email protected]". To avoid these emailed reports from getting blocked, you can create a custom address that your system will not filter. For example, the Knickerbocker Contact Center could create a "[email protected]" address. 
Customer Request X UI Change X Future Enablement ✓
ACD Dashboard Permissions
 
Reporting permissions have been updated to accommodate ACD Dashboards introduced in the Fall 2021 release. These dashboards are accessible at Reporting > Dashboards.
Customer Request ✓ UI Change ✓ Future Enablement ✓
List Report Drill-downs
 
BI list reports now include a new Historical Data table. This table displays historical information for entries that you select in the main report table. Examples of list reports include List of Agents and List of Skills.
Customer Request X UI Change ✓ Future Enablement ✓
Business Intelligence (BI) Reports
Agent Contact Performance
 
The Agent Contact Performance report displays key ACD-related metrics for each interaction that your agents handled. The report table displays data for interactions that each agent handled, and the widgets display overall performance data in charts.
Customer Request X UI Change ✓ Future Enablement ✓
Real Time Interaction Guidance
 
The Real Time Interaction Guidance report allows you to view status and trend information from Real-Time Interaction Guidance (RTIG). It allows an individual agent to track their alerts progress over time, or provides supervisors with insight into their team's alerts. To use this report, you must have both BI reports and the RTIG product enabled.
Customer Request X UI Change ✓ Future Enablement ✓

Studio

Studio API Endpoint Updated

The GET /scripts endpoint of the Studio API has been updated with two query parameters, scriptId and libraryId. This restores the functionality that was available prior to version 21 of the endpoint.
Customer Request ✓ UI Change X Future Enablement X
Enhanced Action: SendFile
 
The SendFile action can now use SFTP in addition to FTP. This provides increased security for files sent using scripts.
Customer Request ✓ UI Change X Future Enablement X
New Action: RecordAgentOnly
 
This new action supports recording only the agent side of a voice interaction. The action's properties allow script developers to set the value to True (record only the agent) or False (record both sides). This value applies to all calls made using the associated ACD skill and persists through call transfers. Additional use cases are planned for future releases.
Customer Request ✓ UI Change X Future Enablement X
Enhanced Action: ReqAgent
 
Two new properties have been added to this action and support routing interactions based on agent proficiency. You can specify a high proficiency value and a low proficiency value. Contact Center then uses this ACD skill proficiency range along with priority, acceleration, and other factors in routing the interaction. A new action, UpdateContact, gives you even more granular control over proficiency-based routing.
Customer Request X UI Change ✓ Future Enablement X
New Action: UpdateContact
 
This new action works together with the new properties in the ReqAgent action to route interactions based on agent proficiency. You can use UpdateContact to change the high and low proficiency values, thus increasing the pool of available agents. This feature helps ensure interactions are handled in a timely manner by the most-qualified agent available.
Customer Request X UI Change X Future Enablement X
Enhanced Action: AskCaller
 
The AskCaller action now allows you to integrate digital scripts into your Digital First Omnichannel live chat and chat messaging channels. The action supports rich content such as buttons, emoji, and graphics. Digital scripts need to be created and implemented by Expert Services. For more information, select Digital First Omnichannel in the filter on the right.
Customer Request X UI Change X Future Enablement X
Unified ACD Skill Assignment
 
You can change agent ACD skill assignments for digital skills using ACD APIs. This gives you the same flexibility when working with digital skills that you have with omnichannel skills. For more information, select Digital First Omnichannel in the filter on the right.
Customer Request X UI Change ✓ Future Enablement ✓

Supervisor

Accept Button
 
Supervisor now has a pop-up that allows users to select whether or not to accept a transferred contact. This gives users more control within the Supervisor application.
Customer Request ✓ UI Change ✓ Future Enablement ✓

Workforce Management (CXone)

Shrinkage by Time in Forecasting
 
You can select the time of the day you want to apply shrinkage. This allows you to set different levels within the same day.
 
This feature is available in the staffing parameters in the Generate Forecast and Forecasting Profile pages.
Customer Request X UI Change ✓ Future Enablement X
Net Staffing Improved Accuracy
 
Net staffing has improved accuracy by considering the multiskilled agent's contribution. Net staffing shows agents' partial allocation instead of only the full-time equivalent.
 
For example, you scheduled an agent who has two skills. When net staffing displays data for one of those skills, it shows 0.5 for that agent instead of 1.
 
In addition, net staffing gathers more specific data from forecasting.
 
This gives you more accurate data in WFM, such as in the Schedule Manager, Intraday, and Approval Rules pages.
Customer Request X UI Change X Future Enablement X
Approve Requests Automatically Based on Requirements
 
You can minimize understaffing that comes with approving time-off requests.
 
When creating an approval rule, you now have an additional condition called Net Staffing. In this condition, you are able to define net staffing requirements. The rule can handle requests based on those staffing requirements.
 
This feature is only available with the WFM Advanced license.
Customer Request X UI Change ✓ Future Enablement X
Consistent Breaks and Lunches
 
You can now define a consistent time for the agents' breaks and lunches during the week.
Customer Request X UI Change ✓ Future Enablement X
Approval Rules Enhancements
 
Auto-approval rules automatically accept or deny agents' time-off requests. When creating the rules, you define conditions that trigger an automated response.
 
With this release, the scheduling unit time-off balance condition is optional.
 
With this enhancement, you have:
  • More flexibility when you define the rules.
  • The option to create a rule that can auto approve requests based on the submission time.
Customer Request X UI Change ✓ Future Enablement X

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.

Contact Center Attendant

Audit Logging Capabilities
 
This feature was only for changes made in the Contact Center Attendant application. It now includes changes made on the Attendant tabs found in the business unit and user records as well.

Personal Connection

Call Abandonment Rate Calculation Change
 
This update was described as an additional option for abandon rate calculation. It will instead replace the old method completely.

Real-Time Interaction Guidance

Support for International English Added
 
It was previously announced that you would be able to choose the language that Real-Time Interaction Guidance used. Instead, Real-Time Interaction Guidance defaults to either American English or International English based on the location of Contact Center.

Features to be Released at a Later Date

Each item includes a description of the feature as it was previously published on the Coming Soon page.

Global Changes

Session Timeout Warning
 
You will now receive a timeout warning after 20 minutes of inactivity in the Contact Center platform. You can choose to stay logged in or to log out.

Channels

DFO Email Enhancements
  • Include attachments—Any attachments in an email will be included if the email is forwarded.
Apple Business Chat Enhancements
 
Apple Business Chat enhancements will include:
  • Quick Replies—You will be able to define up to five choices for an agent to choose from as a quick reply in a chat.
  • Apple Pay Confirmation—The agent will receive a confirmation of payment immediately after the contact sends it.

Interaction Analytics

Support for Additional Channels
  • WeChat

Performance Management

Real-Time Alerts on Current Metrics
 
System alerts on current metrics will be immediate. This will allow for any needed adjustments to be made more quickly.
XP Level Setup
 
You will be able to set up XP and Levels for Gamification within the Command Center. This will allow you to access all current Gamification settings in one place.
Profile Template to Roles
 
You will be able to set up profile settings in Roles. This will allow you to save time by having all the settings in one place.

Personal Connection

Restrict Caller ID Choices to Verified Entries
 
You will be able to restrict the caller ID values for the Override Caller ID setting so that only numbers from the verified caller ID table are available. This will ensure that your outbound calls are assigned to a verified caller ID value, which receives full attestation using the SHAKEN protocol. To restrict the available values, you will need to contact your Account Representative.
Updates to PlaceCall Studio Action
 
The PlaceCall action will include Laydown functionality for automated handling of answering machine messages. This will improve answering machine detection (AMD) and accurate recording and delivery of messages.
New Studio Action: OnPreview
 
OnPreview will provide a trigger event for the scripted handling of Preview contacts with full Studio support.
Email Confirmation on API Calling List Uploads
 
If you use an API to upload a calling list, you will be able to receive an optional email confirmation when the upload is complete. For manual uploads, the email confirmation will remain mandatory.

Contact Center Recording

Interaction View
 
In the Interactions app, all segments of an interaction will be grouped together. You'll be able to view and play back the entire interaction as a journey.
 
You'll also be able to:
  • View the total time duration.
  • Share or delete the entire interaction. All the associated media will also be deleted.
Media File Status for Interactions
 
New indicators on the media type icons in the search results will display if the media is available for playback, archived, or deleted.
Player Enhancements
 
The Contact Center Recording player will have:
  • The focus feature. While playing back the recording, the focus indicator on the player will display the sections when the agent was focused on a specific interaction. This will help the evaluator review the specific sections of the recording.
  • A new option to skip the IVR portion while playing back a recording.

Voice

Prevent Access to Restricted CLI Numbers
 
Contact information will not be visible to agents for contacts with restricted (anonymous) CLI numbers.
Click-to-Call
 
The new click-to-call widget will allow you to add a click-to-call button to your website. This button will allow a contact to be placed into an inbound call queue straight from their browser. Benefits of this include:
  • The contact will stay within the web browser while an agent is being connected.
  • Contacts will experience a shorter handling time in being routed to an agent.
  • Web metadata will be available to the agent automatically.

WFM

User Interface Enhancements in Real Time Adherence
 
As part of the user interface enhancements, you will have:
  • Advanced filtering.
  • Improved display and user experience.
  • Quick navigation to the schedule manager by clicking an agent's name.
  • Personalized column display by sorting them manually.
  • Option to pin agents and find them easily.

Features Added to this Release

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

ACD

New method for calculating the call abandonment rate.

Feedback Management

Restyled SSO login page.
 
Option to use drop-down lists for single-select questions.

Reporting and Dashboards

Real Time Interaction Guidance BI report.

Spring Cumulative Update 1

These are the bugs and known issues that are fixed on this update.
ACD
  • In rare cases, custom .SVG logos didn't load correctly in Contact Center.
  • In ACD user bulk upload, custom property fields were limited to 40 characters.
Agent for Salesforce
 
Searching in the address book was case-sensitive.
API
 
When the GET contacts/completed call was made with the updatedSince parameter and the business unit had a large amount of data, the call would time out and return a 408 timeout exception error message.
IEX WFM
  • Transferred calls weren't being added to the IEX queue 15 for forecasting.
  • For some environments, IEX data was delayed.
Contact Center Recording and Playback
 
For conference calls and calls transferred from one agent to another, agents were unable to mask screen.
MAX
 
Modifying the Agent Phone Timeout field using user bulk upload didn't update the value in Contact Center.
Reporting
 
Clicking a Contact ID in the Contact History report returned the error message "An error occurred within the platform. Please try again. If the error continues contact your System Administrator.”
Studio
  • When a contact was assigned to another skill, dynamic objects assigned to the contact would disappear.
  • Calls scheduled on a website that used a Studio script to SPAWN the call at the scheduled time didn't always work. Sometimes the call would occur at the wrong time and sometimes it didn't occur at all.
Workforce Intelligence
 
Rules that remove skills didn't work if it left the agent without any assigned skills.

Spring Cumulative Update 2

These are the bugs and known issues that are fixed on this update.
New Feature
 
Full email integration with Digital First Omnichannel has been released with this cumulative update.
 
For details, see this section of the Release Notes.
ACD
  • When the login authenticator assigned to an ACD user record was changed, removed the location from the user record. 
  • Bulk uploading ACD skills sometimes failed. No error appeared, but the email summary showed that the records didn't update successfully.
API
 
The contacts/state-history call sometimes returned a 500 error. 
MAX
  • Periodically, all agents in certain environments would have connection errors at the same time.
  • When the force logout feature was used on an agent, the agent's session remained active if they didn't close the force logout notification. 
Personal Connection
 
The Answering Machine override button appeared in the MAX interface when it was disabled in the ACD skill CPA Management settings.
Studio
 
The asisodatetime function converted UTC time to Mountain Time instead of ISO.

Spring Cumulative Update 3

These are the bugs and known issues that are fixed on this update.
ACD
  • Custom priorities set on a chat ACD skill were ignored when a chat was transferred to another ACD skill.
  • Validating a business unit failed if another business unit had the same ID, regardless of whether it was active.
  • Environments that moved to User Hub lost their previous time zone setting.
  • Work items with certain script elements would time out and not return to the queue.
Agent
 
Agents were sometimes unable to see their chat response after sending it to the contact.
Personal Connection
  • Uploading calling lists was sometimes delayed.
  • When Release Agent-Specific Calls was enabled for an ACD skill and an agent had contacts assigned to them in that ACD skill, the contacts weren't reassigned when the agent was removed from the ACD skill. 
Reporting
 
In custom reports, some contacts didn't show a value for Contact End Reason. 
Studio
 
The SQLSelect action took the Default branch instead of the NoRecords branch when a database query produced no results.
Supervisor
 
When a supervisor used the coaching feature and the agent hung up the phone, the supervisor couldn't reconnect to the agent leg without logging out of Supervisor and then logging back in.

Minor Feature Release - April 2022

Release Adjustments

These features are adjustments to those previously announced.

Features to be Released at a Later Date

Each item includes a description of the feature as it was previously published. Please note that the feature should be toggled on at the time of deployment.

Agent for Salesforce

Bi-directional Presence Sync
 
Agent status changes in either Workforce Management (WFM) or Salesforce will affect both platforms. Currently, presence sync only allows Salesforce status changes to impact WFM statuses. Soon, WFM statuses will also change Salesforce statuses.

Digital First Omnichannel

DFO Chat Enhancements
 
The following are enhancements for both live chat and chat messaging:
  • Custom field variables—You will be able to use custom field variables to populate proactive chat action text.

Global Changes

Configurable Toast Message Duration
 
All users can adjust the length of time that toast messages appear on their screen. This setting is in a new Accessibility tab in My Profile. Users can configure the messages to stay on-screen for a longer period of time.
 
Toast messages are small, temporary pop-up messages on the bottom of the screen indicating things like errors or successes. They are built in to WFM functionality and can appear on any screen.
Customer Request X UI Change ✓ Availability On toggle

CXone Recording

Business Data Information in Interaction Metadata
 
There will be a new version of interaction metadata - version 4. The interaction metadata will include the business data field information such as business data name and business data value.

Admin

Immediate Activation of Users with SSO
 
Previously, employees had to verify their email addresses before they were activated. With this release, you can activate employees immediately if they are enabled with single sign-on (SSO). Employees using SSO no longer have to verify their email addresses by clicking a link sent to their email. This feature will save you time during the onboarding process.
Customer Request X UI Change ✓ Availability On toggle

Features to be Released at a Later Date

  • Display Name - A new field, Display Name, was added to employee accounts. The field auto-populates from the First Name, Middle Name, and Last Name fields. You can edit the display name as necessary. This field allows users to see the display name of employees from other teams. Unless the user has the View Employee permission, they can only see the employee's display name. This feature helps to keep employee information safe while allowing supervisors to access the information that they need.
  • Type - A new drop-down field, Type, was added to employee accounts. You can use this field to further define an employee outside of the Role that they're assigned to. Type is more descriptive than Role and isn't tied to permissions. So, this drop-down field allows you to easily categorize employees without having to give them permissions that are tied to a role. You can apply existing types to employees from the drop-down menu or create new types as needed. This new field makes reporting easier because you can categorize employees outside of the role that they're assigned to, and you can build reports for those specific types.
Customer Request X UI Change ✓ Availability On toggle

Agent for Salesforce

The following features are included in version 20.0 and is expected to be released in April 2022.
Agent Login Options Enabled by Permissions
 
When agents log in, they must choose one of these login options: Set Phone Number, Set Station ID, or Integrated Softphone. With the 20.0 update, these options only display if the correlating permissions are enabled in the agent's role. This is specifically for the Agent for Salesforce Lightning Experience. The following lists the agent leg option and the permission that enables it to be visible:
  • Set Phone Number
    • This enables agents to manually enter a telephone number when they log in to MAX. The phone number is then linked to the integrated MAX softphone. This permission works together with the Integrated Softphone permission. If Agent for Salesforce is used, the permission must be enabled for your agents to see the Set Phone Number login option in their agent interface.
  • Set Station ID
    • This enables agents to manually enter a station ID when they log in. The station is then linked to the integrated MAX softphone. This permission works together with the Integrated Softphone permission. If Agent for Salesforce is used, the permission must be enabled for your agents to see the Set Station ID login option in their agent interface.
  • Integrated Softphone
    • This enables the integrated softphone in MAX. To use this feature, agents must also have the Set Station ID permission, the Set Phone Number permission, or both.
Customer Request ✓ UI Change X Availability On toggle
Right-to-Left Alignment for DFO Chat
 
Agent for Salesforce Lightning Experience supports right-to-left text alignment in Digital First Omnichannel chat. Agents can change the alignment with a format button beside their text area.
Customer Request ✓ UI Change ✓ Availability On toggle

Digital First Omnichannel

Customer Card Case View
 
The interface for viewing case history in the customer card now displays in a grid view. The functionality is the same as before.
Customer Request ✓ UI Change ✓ Availability On toggle
DFO Chat Enhancements
 
The following are enhancements for chat messaging only:
  • Group chat - Agents and contacts can invite more people into a messaging conversation. This expands on the Spring 2022 Release offering of this feature in live chat.
The following are enhancements for live chat only:
  • Queue indicator—The chat window provides contacts with an indicator of their current place in queue. This results in better customer satisfaction because contacts have a more accurate expectation regarding how long it will take to reach an agent.
The following are enhancements for both live chat and chat messaging:
  • Group chat email invitation - Chat participants can invite more people into a live or messaging conversation using an email channel. This expands on the offering of group chat.
  • API commands - New API commands allow you to receive push notifications about specific chat events.
  • Chat members notification - Group chat participants can see when an agent in the chat has performed certain actions, such as joined, left, or transferred.
  • OAuth for third-party authentication—You can pull information, such as customer email addresses, from third-party authenticators and map them to custom fields.
Customer Request X UI Change ✓ Availability On toggle

Engagement Manager

Auto-Approval for Time-Off Requests Submitted Using the EM Agent Mobile App
 
Time-off requests submitted through the mobile app are auto-approved based on your contact center's WFM time-off configurations. It works for both full and partial-day requests. The mobile app displays additional statuses (Canceled and Declined) of the time-off requests and the supervisor's comments.
Customer Request X UI Change ✓ Availability On toggle
* This feature is immediately available when the new release deploys to your environment.

WFM Integrated

File Import/Export Availability Expansion
 
The add-on to import and export files with WFM Integrated is now available in all regions.
Customer Request ✓ UI Change X Availability On toggle

Quality Management

Agent Behavior Insights in Quality Planner
 
When creating a quality plan, QM managers can now filter interactions to evaluate based on agent behavior insights. It helps them to identify improvement opportunities based on the agent's soft skills.
 
Using Enlighten AI, agent interactions are analyzed for nine behavior categories. Managers can target specific interactions using the behavior category scores in QP. For example, a manager can filter interactions that have the Demonstrate ownership behavior skill with a strongly positive score.
 
This feature is a part of the QM Premium license.
Customer Request X UI Change ✓ Availability On toggle

Workforce Management

Forecasting Algorithms Video
 
The Online Help now has a video explaining the algorithms used within WFM to generate a forecast. You'll have a deeper understanding of how WFM generates forecasting data and the algorithms behind it.

Spring 2022 Cumulative Update 5

These are the bugs and known issues that are fixed on this update.
ACD
  • Accessing an ACD user profile sometimes resulted in an error.
  • Some callbacks didn't have a contact end reason.
  • Adding unavailable codes to a team from the Teams interface failed.
API
 
Contact reports returned errors when campaigns were added.
Data Streams
 
In environments where logging was enabled for both the database and Steam, customData wasn't being reported in the IVR logs.
Digital First Omnichannel
 
Editing a digital ACD skill inside the ACD Skills page changed the media type to "unknown media".
MAX
  • The Productivity report didn't show updated data when the start date changed.When agents transferred by skill in the address book, they were able to see agents that their security profile restricted. The restricted agents appeared as "undefined" users under that skill.
Virtual Agent Hub
 
Bot provider intent didn't populate for the UserInputNotUnderstood or UserInputTimeout branches.

Spring 2022 Cumulative Update 6

ACD
  • When users downloaded the call suppression list or template in any language, they received the English list or template. 
  • When SIP calls went to an inactive point of contact, the response was 180 SIP ringing instead of a 403 error. 
  • When a user added all unavailable codes to a team that already had unavailable codes assigned to it, all unavailable codes were removed from the team. 
Digital First Omnichannel
  • For some new DFO-enabled environments, presence sync wasn't enabled. This caused cases to not show as routing in the CRM. 
  • When case storage was enabled, SMS interactions would sometimes get disconnected from their cases. 
IEX WFM
  • Rarely, IEX and the IEX_Queue_15min Data Download Report showed conflicting data for received calls. 
MAX
  • The address book showed the Team list even when the agent's role restricted access to all teams. 
  • MAX would sometimes associate inbound calls with the wrong ACD skill. This only occurred when the IVR script called two ReqAgent actions in a very short time span. 
  • In environments where RTIG is enabled, agents were getting stuck in the ACW state. 
Studio
  • When users tried to save a script that used APIs to add or remove tags for a contact, Studio showed an error and closed. 
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