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This page shows features currently planned for the 2024-1 release cycle, which begins on 8 February 2024 and ends on 25 July 2024. Features are subject to change between now and the end of the release cycle.
You may receive these features at different times throughout the 2024-1 release cycle, but you will have them all by 25 July 2024. Remember that you may be required to purchase a license to access some of them.
The online help continues to reflect the previous version of the product being used by most customers.
Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.
| Customer Request | The feature was developed by customer request. |
| UI Change | The feature introduces major user interface (UI) changes. |
| Availability | This cell tells you two things about the feature:
|
Learn about the platform requirements and FedRAMP support status for the Contact Center apps you use.
Each user's password will be checked against a repository of commonly used passwords. If their password matches one of the commonly used passwords, they will be forced to create a new password. Some of the passwords that will be rejected include:
Passwords will be checked against this repository whenever:
Preventing weak passwords will increase the security of your system.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On toggle |
Currently, whenever a user is locked out of their account, an administrator has unlock it for them. In this release, users will be able to unlock their own account. They can do so by resetting their password with the Forgot Password link in the login window. This update will remove the need for administrators to spend time unlocking user accounts.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On toggle |
These CRM agent applications have reached end of life:
| Customer Request | ✖ | UI Change | ✖ |
Availability | GA On deploy |
Click-to-Call will be available in controlled release. It will let you add a button to your website where visitors can reach one of your live contact center agents using their browser's softphone. This will help you to reduce or eliminate:
You will be able to add the Click-to-Call button to your website without advanced coding knowledge. It will only require you to copy in a few lines of code. Click-to-Call will only be available for website visitors using a desktop device.
| Customer Request | ✓ | UI Change | ✖ |
Availability | CR On deploy |
Currently, Enlighten AutoSummary is in controlled release. In this release, it will become generally available.
Customers who have been using Enlighten AutoSummary in controlled release will notice new features. For more details, select the Enlighten AutoSummary filter on the top right.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
The Script Schedules and Stations pages will have a new look and feel. The basic functionality of these pages won't change. The benefits of the updates will include:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The existing UNLINK Studio action removes the agent from the call and puts the call back in the queue. This ends the agent leg session. The new UNLINKAGENT Studio action will also disconnect the agent from the contact in Contact Center, but it will keep the agent leg connected to the call. The agent will be able to use their physical phone (PBX) to transfer the call to a department with a phone extension that cannot be dialed within Contact Center.
For more details about this feature, select the Studio filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
See the Agent for Salesforce release history for a list of previous versions.
Currently, agents must complete an interaction with a contact before starting another one. In this release, agents will be able to switch back and forth between contacts without having to end the interactions. This update will allow them to assist more than one contact at a time.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
IEX WFM schedule items will be automatically added to your agent's schedule. Agents will only be able to view these items for their current week. The next week's schedule items will be added at the beginning of that week. IEX WFM and Agent for Salesforce schedule items may overlap. The IEX WFM schedule items will be displayed in dark blue. Agents will not be able to edit these items. This update will allow agents to view their IEX WFM and Agent for Salesforce schedule items at the same time.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, agents can manually put themselves into an After Call Work (ACW) status. In this release, agents will automatically be put into ACW after each call. They will no longer be able to put themselves in ACW manually.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to make your agents select their location on the login screen before connecting to SCV. Agents will be able to select their location from a drop-down. After they select their location and connect, their choice will be recorded by Contact Center. This update will allow you to more easily track the location data of your agents.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new set of Interaction Analytics APIs will enable you to retrieve annotated interactions and complete transcripts of each interaction. Documentation for these APIs will be added to the developer portal under a new Interaction Analytics category.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The /mask and /unmask APIs will have a new maskRecordingMedia parameter. This will let you specify if you want to mask only the audio, only the visuals, or both, from the recording.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
SightCall Vision will enhance your support options with live video, augmented reality (AR) capabilities, and Computer Vision AI. It will help your agents assist contacts as if they were on site. For example, a contact might need help troubleshooting an espresso machine. Using their camera phone, the contact could show your agent what the issue is. SightCall Vision will also have a variety of additional features to improve support, such as:
Video, AR, and AI capabilities will help contacts and agents work together more effectively to solve issues. This will make support interactions more pleasant and efficient.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Interaction data will be available via API. This will provide an additional way for you to access your data. Separate APIs will be available for metadata and transcripts and annotations.
APIs will include:
For more details about this feature, select the API filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Users will be able to analyze Japanese interactions in addition to English, French, Canadian French, German, Brazilian Portuguese, and Spanish. You will be able to create separate datasets for each of these languages; that is, one language per dataset.
When you add Japanese analysis to Interaction Analytics, a drop-down for language will be available for dataset creation and for category and workspace templates. To support Japanese, you will be able to create custom categories, sentiments, and entities. You will be able to ignore phrases and apply corrections to interactions in Japanese. Selected widgets and filtering capabilities will also support Japanese. The Interaction Analytics user interface remains in English only.
Each language in addition to English is a purchasable add-on. Ask your Contact Center Account Representative for more information.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, Settings and Interaction Routing appear under different sections in the Interaction Analytics navigation menu. In this release, these sections will be combined into a new page called Language Model. This new page will include all the current options listed under Settings and Interaction Routing, along with some helpful overview details about each separate option.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Monitoring Gateway name will change to Monitoring Gateway. This will more accurately reflect the features and planned updates under this label.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to set a new ACD subscriber state in your Presence Sync subscriber rules. This new state will be called previous state. When set as the ACD state in a rule, the Contact Center agent application will return to whichever state it was previously in. For example, Busy for Microsoft Teams is mapped to Previous State for the Contact Center ACD. In this scenario:
In this example, Busy is not mapped to a specific state in Contact Center. Rather, when the Microsoft Teams state changes to Busy, the Contact Center state will return to its previous state, which was Available.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
WebRTC monitoring will be available for Agent for Salesforce and Agent for Service Cloud Voice.
| Customer Request | ✖ | UI Change | ✖ |
Availability | GA On deploy |
Data presented in the Call Details tab will be reorganized. This will let you see more information within a single screen and avoid scrolling. Part of this strategy is to:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Each contact record in the Voice Quality Monitoring tab will have a new page to display WebRTC analytics. These analytics will include a variety of in-depth metrics and timelines for the call, such as:
This page will let you analyze technical details about calls, which will make troubleshooting easier. You will be able to pinpoint precisely where call issues exist and where to implement fixes. The Call Details tab of each contact record will have a new button to open this page.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to quickly access call recordings from a button in the Call Details tab. The button will open a page that displays each person's speaking time, a waveform of the audio, and allows you to skip around the recording. This will let you validate call issues in the actual recording directly from the Voice Quality interface. You must have call recording enabled to use this feature.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, to access a call ladder, you must click on the contact ID link then click CXone Voice Diagnostics. In this release, you will also have a new Voice Diagnostics button in the Call Details tab to quickly access the call ladder.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to pin contact records in the Voice Quality Monitoring tab. This will let you quickly access specific records, particularly when handling issues involving multiple calls. This pin will be on the Call Details tab of each record, along with the three other new buttons.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to control the timing of delivery of outbound agentless messages. This will allow you to better manage the quantity of inbound messages you receive in response.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
The speed of hot leads through the Contact Center system will be increased. This will reduce the time it takes from when a contact invites a solicitation to the moment they connect with your organization. For example, a contact requests a quote for insurance. The request is brokered to five different companies. Studies show that the first company to engage with the contact after this kind of request has an 85% or better chance of closing the opportunity. The increased speed of hot leads through Contact Center will allow you to be more competitive and increase your chances of gaining more business.
| Customer Request | ✖ | UI Change | ✖ | Availability | CR On toggle |
You will be able to create regional calling curfews for the United States. This will allow you to be compliant with calling restrictions for state and local holidays.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, the limit of the inventory of contacts to dial is 1 million. In this release, the limit will be increased to 4 million.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The existing UNLINK action removes the agent from the call and puts the call back in a post-queue state. This ends the agent leg session. The new UNLINKAGENT action will also disconnect the agent from the contact in Contact Center, but it will keep the agent leg connected to the call. The agent will be able to use their physical phone (PBX) to transfer the call to a department with a phone extension that cannot be dialed within Contact Center. Certain phone types cannot support this kind of transfer, including softphones.
You will need to use the INDICATE action to give the agent a way to trigger the UNLINKAGENT logic. Agents will enter the next agent state in their workflow after they unlink from a call. If they unlink before transferring, they will need time in a working state like ACW . This will let them complete the physical transfer before receiving another call in the agent application. Alternatively, you could train your agents to transfer the call on their phone before unlinking it in the agent application.
UNLINKAGENT will be available to use in any inbound or manual outbound phone script.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
When generating a forecast, you will have the option to view the expected volume and the average handle time (AHT) as a result of the simulation. The data will be shown for the selected skills and scheduling unit. This option will be accessible in the staffing step of Forecasting.
This will help users understand the differences they see between the Intraday data and Forecasting data.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to select multiple scheduling units (SU) when exporting staffing data to a CSV file. View the staffing plan for agents across multiple scheduling units simultaneously for a specific day, week, or date range.
This feature will save you time by eliminating multiple exports.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
A warning message will be displayed when creating a forecast job. This will occur if a job already exists for the chosen:
This will avoid generating repetitive forecasting jobs. Also, there will be no confusion when selecting the forecasting job to create a staffing plan.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
There will be a new method to monitor and report adherence. The Actual and Scheduled activity codes will be grouped into categories. When the categories match, the agent will be in adherence. This provides customers with a more accurate and flexible system for comparing agent schedules with their actual states.
With this feature:
There will be a new Adherence category page where you assign activity codes to categories. There will also be two more columns in RTA and the Adherence report: Scheduled Category and Actual Category. The ACD mapping page won’t be affected.
The new adherence method will require manual activation. Before activating, you will be able to simulate and see the results.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
With this feature:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
In the full-day settings of weekly rules, the Use default operating hours option will be removed. You will still be able to manually define shift start time and length.
The existing weekly rules that are using default operating hours will be adjusted to:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Schedule Manager will load data faster. As a result, you will have to filter data by first selecting scheduling units. After that, you will be able to filter by other metrics.
This feature will be available starting late January. Each customer will receive a notification when it's available.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
These features are adjustments to those previously announced.
Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.
Intent Trend Widget
A new widget will be available called Intent Trend. It will display the top ten most common intents in a dataset. It will look similar to the Top Company Profile Terms widget.
Each item includes a description of the feature as it was previously published on the Coming Soon page. These features will not be part of the 2024-1 release but may be part of a future release.
Intent Trend Widget
A new widget will be available called Intent Trend. It will display the top ten most common intents in a dataset. It will look similar to the Top Company Profile Terms widget.
These are the bugs and known issues that are fixed on this update.
These are the bugs and known issues that are fixed on this update.
These are the bugs and known issues that are fixed on this update.