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Release Notes > Contact Center User Hub
Release Notes

RingCentral Contact Center User Hub

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

Coming Soon in Spring 2022 

Global Changes

Unicode Character Support for User Input
 
CXone will fully support user input in any Unicode character set, including Japanese characters. This will include applications and features such as Studio, WFI, DB Connector, and Workflow Data. Users will be able to enter text into fields, file names, prompts, and so on, using characters from any Unicode character set. This will improve user experience, allowing users to enter text in the language they're most comfortable using.
Customer Request ✓ UI Change X Future Enablement X
CXone Message Duration Control
 
You will be able to specify how long CXone messages display in the CXone platform interface before disappearing. CXone messages include error messages and success messages.
Customer Request X UI Change ✓ Future Enablement X
Session Timeout Warning
 
You will receive a timeout warning after 20 minutes of inactivity in the CXone platform. You will have the option to stay logged in or to log out.
Customer Request X UI Change ✓ Future Enablement X

ACD

Skill Name Enhancement
 
You will be able include a colon (:) in a skill name. This change will be effective for skills created:
  • In the ACD application
  • By using bulk upload
  • By using APIs
This enhancement will provide 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 for your tenant, the employee and team Contact Settings tab will change. DFO live chat, email, and CXone Messaging SMS will appear in the Contact Handling and Contact Refusal Timeouts settings. For all other types of DFO interactions, you will be able to 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 will give you more control over your DFO and other non-voice interactions. It will make it more efficient to add new contact methods to your environment.
Customer Request X UI Change ✓ Future Enablement ✓
New Permissions for Business Unit Tabs
 
New permissions will be added for the following ACD business unit tabs:
  • Usage—New permission: Business Unit Usage
  • CXone Attendant—New permission: Business Unit CXone Attendant
The new permissions will give you more granular control of your users' access. These changes may affect your users' current access. If they do, you will need to edit your current permissions. These updates will close loopholes in the security model in these tabs.
Customer Request ✓ UI Change ✓ Future Enablement ✓

API

API Updates to Support Role-Based Access Control for Views Related to User Visibility
 
The Remove Skill Agent Assignment API (SKLAGT_REMV17) will be updated to support role-based access control (RBAC) for user visibility as defined with Views. RBAC increases security within CXone. 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 Skills and ACD using APIs
 
You will be able to change agent ACD skill assignments for Digital First Omnichannel ACD skills using ACD APIs. This will give you the same flexibility when working with digital ACD skills that you currently have with omnichannel skills. For more information, select Digital First Omnichannel in the filter on the right.
Customer Request X UI Change X Future Enablement ✓
Updated Digital First Omnichannel API
 
The Digital First Omnichannel API will be 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 will be updated. For more information, select Studio in the filter on the right.
Customer Request ✓ UI Change X Future Enablement X
Updated WFM API
 
The WFM API will be updated.
Customer Request X UI Change X Future Enablement ✓

Channels

New Channel: Instagram Direct
 
You will be able to set up Digital First Omnichannel to send and receive direct messages through Instagram.
Customer Request X UI Change ✓ Future Enablement ✓
New Channel: WeChat
 
You will be able to set up Digital First Omnichannel to use basic messaging through WeChat.
Customer Request X UI Change ✓ Future Enablement ✓
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.
  • List Picker—You will be able to include icons for each item in the list picker.
  • Apple Pay Confirmation—The agent will receive a confirmation of payment immediately after the contact sends it.
Customer Request X UI Change ✓ Future Enablement ✓
DFO Chat Enhancements
  • Group chat—Agents and contacts will be able to invite more people into a conversation.
  • New conditions for tracking live behaviors:
    • Aggregated time spent on site
    • Time spent on page
    • Chat service status
    • Proactive actions by channel
    • Custom rule via API integration
    • Scroll depth
    • Number of clicks
    • Inactivity
  • Inactivity popup—You will be able to use various conditions to display a popup warning the contact that their session will expire due to inactivity.
  • Reporting—You will be able to view a set of reports on web visitors, conversion rates, and efficacy of chat actions.
Customer Request X UI Change ✓ Future Enablement ✓
CXone Email Enhancements
 
CXone email will have the following updates:
  • New authentication method for SMTP—You will be able to set up certificate-based authentication for an extra layer of security on your email server.
  • DKIM self-service—You will be able to generate a DomainKeys Identified Mail (DKIM) key for setting up cloud email. This will add an extra layer of security to email.
  • Domain verification—When setting up a domain, users will be 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 will have the following updates:
  • Branded templates—You will be able to build templates with custom colors, logos, and fonts for outbound email messages.
  • Signature formatting—You will be able to use HTML formatting for custom email signatures.
  • Include attachments—Any attachments in an email will be included if the email is forwarded.
Customer Request ✓ UI Change ✓ Future Enablement ✓

Cloud Storage Services

Faster Secure External Access
 
Faster Secure External Access (SEA) is a licensed feature that will enable you to copy or move files to SEA faster than using normal life cycle rules. This feature will apply to zero-day SEA copy and move actions.
Customer Request X UI Change X Future Enablement ✓
File Retrieval Request Cancellation
 
You will be able to cancel file retrievals requests that are submitted by mistake. You will also be able to view and confirm the number and sizes of files before submitting the file retrieval request.
Customer Request X UI Change ✓ Future Enablement ✓
IA Report File Type
 
You will be able to define lifecycle rules for Interaction Analytics Report files using Life Cycle Management rules.
Customer Request X UI Change ✓ Future Enablement ✓

CXone Attendant

FedRAMP Support
 
CXone Attendant will support FedRAMP at the moderate impact level.
Customer Request X UI Change X Future Enablement ✓
Audit Logging Capabilities
 
CXone Attendant will log any changes made in the application (Applications > CXone Attendant). This audit logging data will be accessible through APIs and will include changes to fields and other actions taken. Changes made while impersonating another user in CXone Attendant will also be logged. Audit logging data will be kept indefinitely.
Customer Request X UI Change X Future Enablement ✓

CXone Expert

Review Manager
 
You will be able to create workflows to publish new content. For example, you could create the following workflow:
  1. The writer updates content and submits it to a specified group or user to review.
  2. The reviewer submits the review with feedback to the writer.
  3. The writer edits the new content and submits it to the reviewer again for final approval.
  4. Once approved, the new content is published.
This feature will enable 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 will be able to access them all from a single landing page in CXone.
Customer Request X UI Change ✓ Future Enablement ✓

Digital First Omnichannel

Unified ACD Skill Assignment
 
You will be able to maintain agent ACD skill assignments for both ACD and DFO in one place. To make this happen, the following will be changing:
  • The only ACD skill assignment page will be located in the ACD application. Any changes made here are synced to the DFO settings.
  • You will only be able to add users to routing queues within the ACD application. This will automatically sync to the assigned users list in DFO. The list in DFO will not be editable.
  • You will be able to change agent assignments for digital ACD skills in the ACD application or through ACD APIs. Any changes made here are synced to the DFO settings.
Customer Request X UI Change ✓ Future Enablement ✓
Unified Routing with Omnichannel Session Handling
 
The following features will require Omnichannel Session Handling (OSH), as well as unified routing enabled on the tenant.
  • You will be able to set up routing for your OSH agents and your Digital First Omnichannel agents on the same page. For more information, select Admin in the filter on the right.
  • You will be able to select a Studio script from a drop-down to apply to each channel. The drop-down will contain only your digital scripts. The default script will be Use Digital Routing.
  • There will be an accept/reject option when an agent receives a contact from a transfer. The agent who initiated the transfer will be shown a success message when the contact is received, whether it is accepted or rejected. If the contact is rejected, it will be returned to the queue.
Customer Request X UI Change ✓ Future Enablement ✓
Updates to AskCaller Studio Action
 
The AskCaller action will allow you to integrate digital scripts into your Digital First Omnichannel live chat and chat messaging channels. The action will support rich content such as buttons, emoji, and graphics. Digital scripts will need to be created and implemented by NICE CXone Expert Services.
 
This action will help close the gap between Virtual Agent Hub and CXone Bot Builder.
Customer Request X UI Change X Future Enablement ✓
New APIs
 
The following APIs will be added.
 
Customer Contact APIs:
  • Change routing queue
  • Change inbox assignee
  • End agent contact
Customer Request X UI Change X Future Enablement ✓
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 will include the interaction ID. This will allow 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 CXone WFM in the EM Mobile App
 
Agents will be able to send time-off requests using the mobile app. Requests will be approved based on your contact center’s WFM time-off configuration.
 
With this enhancement, you will be able to:
  • 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 EM Mobile App
 
Agents will be able to inform their supervisors of an absence request using the EM mobile app.
 
With this enhancement, you will be able to:
Customer Request X UI Change ✓ Future Enablement X

Feedback Management

Partial Response Processing
 
You will be able to submit responses from incomplete surveys for processing after a timeout period passes. This will enable you to include valuable responses in your collected data that wouldn't have been processed or appeared in reports otherwise. It differs from the existing partial response reporting feature because the application will process 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 will be available for email, IVR, SMS conversational, SMS to Web, and WhatsApp to Web. It will not be available for internet popup, slider, or link. IVR partial responses will process immediately after the call without waiting for a timeout period.
Customer Request ✓ UI Change X Future Enablement X
Response Rate Chart Label Improvements
 
Labels in the Response Rate chart will change for clarity. This will make it easier to read, especially when you process partial responses.
 
The following table headings will change:
  • Total Count of Complete will become Total Submitted Responses.
  • Count of No Response will become Count of Not Started.
  • Count of Started and Unsubmitted will become Count of Abandoned.
The following mouseovers will change: 
  • (Completed + Incomplete) will become (Submitted + Abandoned).
  • Completed will become Submitted.
  • Incomplete will become Abandoned.
Customer Request X UI Change ✓ Future Enablement X
Improved Admin Pages
 
The following admin pages will be enhanced:
  • Submit Schedule Jobs page improvements will make it easier to submit an on-demand job and to schedule recurring jobs.
  • System Settings page improvements will make it easier to find, understand, and update your application settings. Settings will be organized by function type. Some options will be renamed for clarity.
  • A redesign of the Login History page will make it easier to filter and review user logins.
Customer Request X UI Change X Future Enablement X
Security Improvements (FedRAMP)
 
Feedback Management will be included in the NICE CXone FedRAMP environment. As part of the effort to meet the rigorous FedRAMP controls, security will be enhanced for all clients.
Customer Request X UI Change ✓ Future Enablement X
Support for NICE CXone Interaction ID
 
If you post-process your survey data, you will be able to use the CXone interaction ID to link operational data from the CXone interaction. For example, you could link call hold times with customer survey results from Feedback Management. The interaction ID will appear in the following areas:
  • The Invitations and Responses page, including as an exportable column.
  • The Feedback API will provide the Interaction ID in response to the GET request. You will not be able to filter in the API by interaction ID.
Customer Request ✓ UI Change ✓ Future Enablement X
Improved Flexibility in Hierarchy Functionality
 
Defining data access to multiple hierarchies and hierarchy levels will be more flexible. Currently, you define hierarchy access conditions with the "AND" operator. For example, you can give a supervisor access to records that are assigned to both Team 1 AND Region A.​​ In this release, you will 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 ✓
API For Real-Time Outcast
 
Currently, you can use the API to invite contacts in real time to give feedback through SMS and IVR surveys.​​
In this release, you will also be able to invite contacts to give feedback in real time through the internet, with invitations sent by email or SMS.
Customer Request   ✓ UI Change X Future Enablement X

Interaction Analytics

Support for Brazilian Portuguese
 
Users will be able to 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 will be available for dataset creation and for category and workspace templates. To support Brazilian Portuguese datasets, you will be able to create custom categories, sentiments, and entities. Selected widgets and filtering capabilities will 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 CXone Account Representative for more information.
Customer Request X UI Change X Future Enablement ✓
Sorting Improvements for Interactions and Dataset Views
 
Sorting of columns will persist when a user views:
  • Datasets
  • Interactions from the Interactions Widget
  • Interactions by drilling down from other widgets.
In other words, columns will appear as they did in the final sort order the user configured in their last session. This information will be stored in the browser cache for the user, so clearing cache will also clear these sorting preferences.
Customer Request   X UI Change ✓ Future Enablement ✓
Annotation Usability Improvements
 
In the Annotation Selector, users will be able to see which top-level nodes have matching interactions and how many interactions there are. In addition, users will be able to click a specific annotation to jump directly to that annotation in the transcript. These enhancements will make it easier and faster for users to benefit from annotations.
Customer Request   X UI Change ✓ Future Enablement ✓
Bar Chart Improvements
 
When users configure widgets as bar charts, they will be able to choose whether to view results in ascending or descending order. Bar charts will 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 will see addition of the following:
  • Google Business Manager
  • WeChat
  • Microsoft Teams
  • Slack
These channels will offer the same functionality as all other channels and will 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 will offer these enhancements:
  • The Enlighten Behavioral Metrics Widget will include 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 will be able to 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 will be able to choose Save as Category, or use the Category Editor, with the Behavioral Metrics filter. The saved category will use 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. Ask your CXone Account Representative for details.
Customer Request   X UI Change X Future Enablement ✓

MAX

Launch MAX in a New Browser Tab
 
You will be able to specify whether MAX launches in a new browser tab instead of in a new window. The setting will be in the Details tab of the ACD Business Unit page. This will allow contact centers to choose which behavior they want to use.
Customer Request ✓ UI Change ✓ Future Enablement ✓
CC Details in Emails
 
When agents use the Reply All option, the email conversation history and reply header will 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 will be supported with this release.
Customer Request   X UI Change X Future Enablement ✓
Header Updates for Scalability
 
You will be able to move calls between media servers. This will allow for increased scalability for extremely large environments.
Customer Request   X UI Change X Future Enablement ✓

Performance Management

The following features are expected to be released in early March.
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.
Customer Request   X UI Change X Future Enablement ✓
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 utilize 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 ✓
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.
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 ✓
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.
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

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.
Customer Request   X UI Change X Future Enablement X
New Studio Action: OnPreview
 
OnPreview will provide a trigger event for the scripted handling of Preview contacts with full Studio support. For more information, select Studio in the filter on the right.
Customer Request   X UI Change X Future Enablement X
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.
Customer Request   X UI Change ✓ Future Enablement X
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 will receive full attestation using the SHAKEN protocol. To restrict the available values, you will need to contact your CXone Account Representative.
Customer Request   X UI Change ✓ Future Enablement ✓
Alternative Calculation Option for Abandon Rate
 
You will be able to choose a more restrictive formula to calculate abandon rate. You should consult with your legal counsel to determine which formula is best for your situation to comply with the Telephone Consumer Protection Act (TCPA) in the United States.
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 will be able to filter interactions to evaluate based on these new digital channels:
  • Google Business Messenger
  • Slack
The digital channels listed in the Quality Planner will depend on the channels that are supported for your organization.
Customer Request   ✓ UI Change ✓ Future Enablement X
Auto-Response Evaluations
 
Currently, when creating a form, QM managers can configure auto-response rules for questions by setting categories. With this release, QM managers will be able to configure auto-response rules for questions by setting sentiments.
 
Based on the selected sentiments, the QM app will automatically respond to evaluation form questions matching the sentiments associated with the interaction. This will help the evaluators to complete evaluations faster, because many of the questions in the form will already have answers filled in for them. Evaluators will be able to review the responses and change them if needed.
 
This feature will be a part of the QM Advanced license.
Customer Request   X UI Change ✓ Future Enablement X
Language Support in Category Management
 
In Category Manager, you will be able to filter categories and custom categories based on the selected language. You will also be able to create, save, and update custom categories in your selected language.
For other QM processes that use Category Manager such as Quality Planner and Form Manage, there will be a language filter while selecting a category.
 
The supported languages will be:
  • English
  • Spanish
This feature will be a part of the QM Advanced license.
Customer Request   X UI Change ✓ Future Enablement X
API Updates
 
The column sequence will change 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, will be added.
  • QM Questions and Answers API—The Question ID and Section ID columns will 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 for MAX and Agent for Salesforce will be available in the languages supported by each agent application. The guidance and alert messages that agents see will display in the language in which they were written. The labels and other text on the screen, such as the names of the score gauges, will appear 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 will support multiple profiles, each with a different set of alerts and guidance. At this time, there is no limit to the number of profiles you'll be able to create. This will allow you to customize the guidance you offer to different groups of agents in your organization.
Customer Request   X UI Change ✓ Future Enablement ✓
Support for International English Added
 
In addition to North American English, Real-Time Interaction Guidance will be able to offer guidance for interactions that contain spoken International English. You will be able to select the language that you want Real-Time Interaction Guidance to use for each profile. Existing profiles will default to a language based on your region. For example, if you're in North America, Real-Time Interaction Guidance will default to North American English. Each Real-Time Interaction Guidance profile will be able to support one language. Additionally, you will need to have one Studio script for each language you support.
Customer Request   X UI Change X Future Enablement ✓

CXone 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.
Customer Request   X UI Change ✓ Future Enablement X
New Digital Channels
 
CXone Recording will support additional digital channels: Google Business Messenger 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
 
The CXone Recording player will have:
  • A new Interactions Details tab. This tab will include details such as, business data, disposition, and after call work. This tab will be available for only voice recordings.
  • 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.
Customer Request   X UI Change ✓ Future Enablement X
Business Data
 
You'll be able to update the business data information for closed interactions using business data API.
Customer Request   X UI Change X Future Enablement X
Recording Agent Only
 
You'll be able to record only the agent's side conversation using a Studio action.
Customer Request   ✓ UI Change X Future Enablement X
Improved File Names for Media Extraction
 
CXone Recording will now provide a more accurate media file name. The file name will now include:
  • 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 will support 5 proxy authentication methods. This support will be for only screen recording and not for screen monitoring. This will be 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 CXone Account Representative to enable the new functionality of screen recording.
Customer Request   X UI Change X Future Enablement X
Recording Policies Enhancements
 
Currently, when defining a recording policy or a do not record policy, you can apply either Team or Employees filter. With this release, you will be able to use both filters in the same recording policy.
Customer Request   X UI Change ✓ Future Enablement X
Recording Dialer Interactions
 
You'll be able to 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
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.
Customer Request   X UI Change ✓ Future Enablement X

Reporting and Dashboards

Reporting API Updates
 
Reporting APIs will be updated with new fields and more accurate time metrics.
Customer Request   X UI Change X Future Enablement X
Customizable SMTP Address
 
By default, CXone sends reports with the "noreply@niceincontact.com" email address. To avoid these emailed reports from getting blocked, you will be able to create a custom address that your system will not filter. For example, the Knickerbocker Contact Center could create a "noreply@knickerbocker.com" address.
Customer Request   X UI Change X Future Enablement ✓
ACD Dashboard Permissions
 
With the Fall 2021 release, your reporting dashboards were expanded to include ACD Dashboards. In this release, reporting permissions will be updated to accommodate ACD Dashboards. These dashboards are accessible at Reporting > Dashboards.
Customer Request   ✓ UI Change ✓ Future Enablement ✓
New CXone BI Reports
 
If your organization uses business intelligence (BI) reports, you will be able to use a new report for agent contact data.
Customer Request   X UI Change ✓ Future Enablement ✓
List Report Drill-downs
 
BI list reports will include drill-downs with historical information. Examples of list reports are List of Agents or List of Skills.
Customer Request   X UI Change ✓ Future Enablement ✓

Studio

Studio API Endpoint Updated
 
The GET /scripts endpoint of the Studio API will be updated with two query parameters, scriptId and libraryId. This will restore 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 will be able to use SFTP in addition to FTP. This will provide increased security for files sent using scripts.
Customer Request   ✓ UI Change X Future Enablement X
New Action: RecordAgentOnly
 
This new action will support 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 will apply to all calls made using the associated ACD skill and will persist 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 will be added to this action and will support routing interactions based on agent proficiency. You will be able to specify a high proficiency value and a low proficiency value. CXone will then use this ACD skill proficiency range along with priority, acceleration and other factors in routing the interaction. A new action, UpdateContact, will give you even more granular control over proficiency-based routing.
Customer Request   X UI Change ✓ Future Enablement X
New Action: UpdateContact
 
This new action will work together with the new properties in the ReqAgent action to route interactions based on agent proficiency. You will be able to 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 will allow you to integrate digital scripts into your Digital First Omnichannel live chat and chat messaging channels. The action will support rich content such as buttons, emoji, and graphics. Digital scripts will need to be created and implemented by NICE CXone 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 will be able to change agent ACD skill assignments for digital skills using ACD APIs. This will give you the same flexibility when working with digital skills that you currently have with omnichannel skills. For more information, select Digital First Omnichannel in the filter on the right.
Customer Request   X UI Change X Future Enablement ✓

Supervisor

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

Voice Access

Prevent Access to Restricted CLI Numbers
 
Contact information will not be visible to agents for contacts with restricted (anonymous) CLI numbers.
Customer Request   X UI Change X Future Enablement ✓
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.
Customer Request   X UI Change ✓ Future Enablement ✓

Workforce Management (CXone)

Shrinkage by Time in Forecasting
 
You will be able to select the time of the day you want to apply shrinkage. This will allow you to set different levels within the same day.
 
The feature will be 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 will have improved accuracy by considering the multiskilled agent's contribution. Net staffing will show agents' partial allocation instead of only the full-time equivalent.
 
For example, you'll schedule an agent who has two skills. When net staffing displays data for one of those skills, it will show 0.5 for that agent instead of 1.
 
In addition, net staffing will gather more specific data from forecasting.
 
This will give 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 will be able to minimize understaffing that comes with approving time-off requests.
 
When creating an approval rule, you will be able to define an additional condition called Net Staffing. In this condition, you will be able to define net staffing requirements. The rule will be able to handle requests based on those staffing requirements.
 
This feature will only be available with the WFM Advanced license.
Customer Request   X UI Change ✓ Future Enablement X
Consistent Breaks and Lunches
 
You will be able to 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 will be optional.
 
With this enhancement, you will:
  • Have more flexibility when you define the rules.
  • Be able to create a rule that will auto approve requests based on the submission time.
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.
Customer Request   X UI Change ✓ Future Enablement X
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