Release Notes > Contact Center Central 
Release Notes

RingCentral Contact Center Central

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Contact Center Central. For Contact Center User Hub Release Notes, please refer to this page.

Spring 23.1 Release - Central

This page has been updated to show the final products and features in the Spring 2023 release of Contact Center. Features are subject to change between now and the final deployment.

All new products and features are shown by default. If you want to see only products and features in your Contact Center system, you can clear the checkboxes to remove features you don't need from your display.

Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.

Customer Request The feature was developed by customer request.
UI Change The feature introduces major user interface (UI) changes.
Availability

When you can expect to see the feature in your environment.

 

On toggle — This is a major release. The feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when that is.

On deploy — The feature is immediately available when the new release deploys to your environment.

Release Adjustments

  • Changed Features
  • Features To Be Released At A Later Date
  • Features Added To This Release

What’s New in the Online Help

Filter Contact Center Apps by FedRAMP Availability

The Platform Requirements page lets you filter Contact Center apps by whether they're available or unavailable for FedRAMP.

Removed Applications and Features

Google Verified Calls Discontinued

Google is ending use of their Verified Calls feature on 31 January 2023. If you're using this feature, contacts will stop seeing the verified calls UI when they receive phone calls from your organization after that date.

Customer Request UI Change Availability On deploy

AgentID Property Removed from Agent Assist Studio Action

The AgentId property in the Agent Assist Studio action will be removed from the Properties list. The field will be hidden and the script will automatically populate it with the appropriate variable name. This change will reduce confusion over which variable to use.

This update is described in more detail in the Studio section of this page.

Customer Request UI Change Availability On deploy

Adapters

Previously in controlled release, Adapters is now generally available. Adapters includes: 

  • Presence Sync—Allows you to sync agent states between the ACD app and these supported partner applications: Microsoft Teams and RingCentral. 

Regional availability and other limitations apply. Contact your Contact Center Account Representative to find out if you can benefit from one or both of these Adapters applications.

If you used either Presence Sync or Advanced Directory Sync for Microsoft Teams in controlled release, you will notice these new features:

Customer Request UI Change Availability On toggle

ACD

Tag, Location, and Station Profile Page Improvements

Tag, Location, and Station Profile pages will have a new look and feel, but their basic functionality won't change. The benefits of the updates include:

  • Reduced loading time.
  • Increased security.
  • A more modern page design.
  • Better ability to make significant UI and customer experience improvements.

Customer Request UI Change Availability On toggle

Bullseye Routing Support in APIs

Some APIs will contain bullseye routing fields. This will enable you to view certain metrics and generate reports for bullseye routing.

This update is described in more detail in the API section of this page.

Customer Request
UI Change Availability On deploy

Faster Return to Routing After Failover

Currently, Contact Center reloads all agent data following a failover before routing resumes. With this release, Contact Center will first load a minimal amount of agent data after a failover. This will allow routing to resume quickly and your agents to continue working sooner. Contact Center will continue to reload all remaining agent data while routing occurs.

Customer Request
UI Change Availability On deploy

Admin

Improved Way to Set Agent Availability in WEM Skills

Improvements to marking agent availability will minimize user entry errors. You will set when an agent is available rather than unavailable.

User experience will improve as you focus on available time rather than unavailable.

Customer Request UI Change Availability On toggle

Support for Mapping Out-of-the-Box (OOTB) ACD Events in WEM Skills

With this enhancement, you will be able to map multiple agent states back to multiple activities. This will result in more accurate adherence scores.

The mappings will be automatically updated once deployed.

Customer Request
UI Change Availability On toggle

Agent Assist Hub

Google Contact Center AI SmartReply

Support will be added for the Google Contact Center AI (CCAI) SmartReply feature. SmartReply allows CCAI agent assist applications to suggest appropriate and relevant responses to agents in real time throughout the conversation. SmartReply responses will need to be set up and trained based on conversation data from your contact center. Suggestions from SmartReply will appear in the agent assist panel in the agent application. This feature will save agents the time of thinking of an appropriate response, so they can respond more quickly to contacts.

Customer Request UI Change Availability On deploy

Google Contact Center AI Confidence Scores

Google Contact Center AI will display confidence scores with the suggested articles it shows to agents. This will help agents to better determine how relevant the suggestions are to the current conversation.

Customer Request UI Change Availability On deploy

Agent Assist Studio Action Updated

The AgentId property in the Agent Assist Studio action will be removed from the Properties list. The field will be hidden and the script will automatically populate it with the appropriate variable name. This change will reduce confusion over which variable to use.

These updates are described in more detail in the Studio section of this page.

Customer Request UI Change Availability On deploy

Agent for Salesforce

See the Agent for Salesforce release history for a list of previous versions. The following features are included in version 23.0 and are planned for release in late March 2023.

Schedule Visibility Improvement for Dual WFM Integrations

If IEX WFM and CXone Workforce Management are enabled and the agent has permissions to both, agents will be able to see their schedules from both applications in Agent for Salesforce Lightning. This will allow agents to see their schedules without navigating away from the agent application.

Customer Request
UI Change Availability On deploy

Manual Selection for Name and Relates To Fields

When this setting is enabled in Agent for Salesforce Lightning, it will require agents to manually select values for the Name and Relates To fields. This will allow the agent to specify the input for these fields instead of limiting it to the automated value.

Customer Request UI Change Availability On deploy

Restricting Directory History

When this setting is enabled in Agent for Salesforce Lightning, agents will not be able to call or transfer to numbers listed in the directory history. This will reduce the possibility that the agent incorrectly transfers the contact.

Customer Request UI Change Availability On deploy

Transfer Salesforce Objects with Calls

When a call in Agent for Salesforce Lightning is transferred to another agent, the Name and Relates To field values will be transferred to the receiving agent along with it. This will allow agents to be more efficient in handling transferred calls.

Customer Request UI Change Availability On deploy

Dutch (Netherlands) Language Support

Dutch (Netherlands) will be supported in Agent for Salesforce Lightning.

Customer Request UI Change Availability On deploy

Agent for Service Cloud Voice

The following features are planned for release in late March 2023.

Single Sign-On Capability

Single sign-on will be available for Agent for Service Cloud Voice and Salesforce. This will ease the login process for users.

Customer Request UI Change Availability On deploy

Omni-Flow Support

Salesforce Omni-Flows will be supported. Users will have the capability to set up screen pops, data memorialization, and supervisor support using Omni-Flows.

Customer Request UI Change Availability On deploy

Launch Indicators

When you enable launch indicators using Studio scripting, agents will be able to see them.

Customer Request UI Change Availability On deploy

Omni-Supervisor Additions

Supervisors will be able to use listen-in and barge-in capabilities.

Customer Request UI Change Availability On deploy

API

Bullseye Routing Support in APIs

Some APIs will contain bullseye routing fields. This will enable you to view certain metrics and generate reports for bullseye routing. Bullseye routing fields will be added to the following APIs: 

  • Reporting APIs
    • /contacts
    • /contacts/{contactId}
    • /contacts/completed
  • Real-Time Data APIs
    • /contacts/states

Customer Request
UI Change Availability On deploy

Reporting API Version 27

You will be able to use a new Reporting API version. This version includes updates to the following endpoints:

  • /agents/{agentId}/performance
  • /agents/{agentId}/login-history
  • /agents/states
  • /agents/state-history
  • /agents/{agentId}state-history
  • /contacts
  • /contacts/{contactId}
  • /contacts/completed
  • /contacts/states

Full details are available on the developer portal.

Customer Request UI Change Availability On deploy

CXone Attendant

Search for DIDs by POC Name

When assigning DID numbers to CXone Attendant users, you will be able to search for provisioned DIDs by number or point of contact (POC) name. Currently, the DID drop-down list only allows searching by POC number.

This feature will provide an improved search experience when assigning DIDs to users.

Customer Request UI Change Availability On deploy

Sort and Filter Enhancements on Messages Tab

You will be able to sort and filter many columns in the Messages tab, including Status, Created Date, From, and Contact ID. Currently, the Messages tab provides limited sorting and filtering capability. This enhancement will make it easier to manage a larger list of voicemails. This will also allow you to perform a global search through the columns to easily find the records you are looking for.

Customer Request UI Change Availability On deploy

Delete Voicemail Messages

Currently, voicemail messages cannot be completely deleted. This may cause performance issues for customers with very high voicemail volume. With this release, voicemail messages will be completely deleted according to the time frame set in the Voicemail Retention setting located on the CXone Attendant tab of your business unit.

Customer Request
UI Change Availability On deploy

Workforce Management 

Net Staffing Bar for the Week View

The net staffing bar will be available for the Week view under the Schedule Manager page. The bar will show staffing conditions on a particular day of the week.

Having the net staffing view for a week will help in:

  • Evaluating the staffing at a broad level.
  • Making better staffing decisions for a week.

Customer Request UI Change Availability On toggle

Support for Partial-Day Trade Requests

Agents will now enjoy expanded flexibility to choose both partial- and full-day trades. Similar to how agents don’t always need a full day off, they don't always want to trade a full-day schedule.

Multiple trade configurations will be available to the agents for making trade requests.

Customer Request UI Change Availability On toggle

Forecasting—Editing Forecasted Volume, AHT, and Bulk Action

When editing the forecast data, you will be able to:

  • Select a single date or time and edit each WFM skill's forecasted volume and average handle time (AHT).
  • Target a specific volume or AHT range when bulk editing.
  • Normalize the forecast values to a new value in bulk editing.

Customer Request UI Change Availability On toggle

Manual WFM Skill Allocation

You will be able to define how the volume of a WFM skill will be handled by scheduling units. This will be done by setting a percentage that distributes the volume across the respective scheduling units.

Customer Request UI Change Availability On toggle

IEX WFM Integrated

Add-On: Employee Engagement Manager

Employee Engagement Manager (EEM) is a purchasable add-on for IEX WFM Integrated that supports schedule flexibility and enhances agent satisfaction in the contact center. In the Spring 2023 release, it will move from controlled release to general availability for organizations using IEX WFM Integrated. EEM offers significant benefits for all contact center roles.

EEM empowers agents to view and change their schedules from the convenience of any browser or from a smartphone app. Schedule-change options are matched to individual agents based on their WFM skills, preferences, and availability.

For supervisors, EEM provides a dashboard to monitor agent intraday performance. It also makes it easy to communicate with agents and WFM administrators via instant messaging.

WFM administrators can use EEM to analyze performance indicators and staffing level variances in real time. EEM also provides proactive recommendations when staffing adjustments are indicated.

Employee Engagement Manager automatically updates IEX WFM Integrated with schedule changes it receives. It enables you to automate and optimize up to 80% of your contact center’s manual intraday management processes. For more information on enhancing your IEX WFM Integrated system with Employee Engagement Manager, contact your Contact Center Account Representative. A minimum of 300 seats is required for this module.

 If you used Employee Engagement Manager in controlled release, you will notice these new features:

Customer Request UI Change Availability On toggle

Interaction Analytics

More Filters for Search Page

The Search page will have new filter options that you can use to search all of your available data. You will be able to search by language, company profile terms, categories, and some commonly used metrics.

Customer Request UI Change Availability On deploy

Enhancements to Auto-Suggestions

When you add a metric to a dataset, category, widget, or filter, a list of auto-suggestions appears. This list will be updated to remove auto-suggestions that are not helpful.

Customer Request UI Change Availability On deploy

Language Support for European Spanish and Dutch

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

When you add European Spanish or Dutch (Netherlands) analysis to Interaction Analytics, a drop-down for language is available for dataset creation and for category and workspace templates. To support datasets in European Spanish and Dutch (Netherlands), you will be able to create custom categories, sentiments, and entities. Selected widgets and filtering capabilities will also support these languages. The Interaction Analytics user interface remains in English only.

Each language in addition to English is a purchasable add-on. Ask your Contact Center Account Representative for more information.

AutoDiscovery, Enlighten features, out-of-the-box annotations, and certain widgets will not be supported in European Spanish or Dutch (Netherlands).

Customer Request
UI Change Availability On deploy

Localization

The UI for Interaction Analytics will display in the same language as the user's default browser settings. If a language is not supported, the default display language is English. Areas of the application that are configurable, such as dataset names, category names, and widget names, will not be translated. Supported languages will include:

  • French
  • Canadian French
  • German
  • Spanish
  • Japanese
  • Brazilian Portuguese
  • Dutch (Netherlands)

Customer Request UI Change Availability On deploy

Change Default Language for Transcriptions

You can specify the default language for interaction transcriptions. This is helpful if your call center mostly uses a language other than English. You can only select one language as the default. The default is set to English if no language is selected. Ask your Contact Center Account Representative to help you take advantage of this new feature.

Customer Request UI Change Availability On deploy

MAX

Manual Fax Override

You will be able to enable a manual fax override button for Personal Connection calls. This will quickly mark the numbers as fax machines.

This is described in more detail in the Personal Connection section of this page.

Customer Request UI Change Availability On toggle

Dutch (Netherlands) Language Support

Dutch (Netherlands) will be supported in MAX.

Customer Request UI Change Availability On toggle

Voice Quality Metrics Integration

You will be able to collect Voice Quality Metrics data for agents using Integrated Softphone in MAX. Voice Quality Metrics is an application for near real-time monitoring of the quality of voice calls in Contact Center. You can use the application to discover, diagnose, and troubleshoot call quality issues for contact and agent call legs.

If you don't currently use Voice Quality Metrics and would like to add it in advance of this new feature, talk to your Contact Center Account Representative.

Customer Request UI Change Availability On toggle

Manual Accept

When this setting is enabled, agents who are on an active voice connection in MAX will have to manually click Accept or Reject for any incoming contacts. This will allow agents to have complete control over when or if to accept incoming contacts. This feature will be released later in the Spring 2023 release cycle.

Customer Request UI Change Availability On toggle

Personal Connection

Improved Voicemail Laydown Accuracy

Contact Center will be able to deliver a voicemail when it reaches a voice mailbox with greater than 85% success rate. It will apply a disposition to indicate whether the voicemail was left successfully. This update will increase the number of successfully completed agentless interactions.

Customer Request
UI Change Availability On toggle

Incorporate Canadian Postal Codes in the Regional Lookup

The system will be able to locate time zones from a phone number prefix or Canadian postal code. This information will be used to comply with regulations regarding what time of day calls can be made to contacts.

Customer Request
UI Change Availability On deploy

Viewable and Modifiable Proactive XS Settings in Skill Management

You will be able to see whether Proactive XS interactions are currently active from the Skill Management page. You will also be able to make changes to them from the same screen. This will enable you to easily see the status of your Proactive XS-enabled Personal Connection ACD skills and quickly adjust incorrect settings.

Customer Request UI Change Availability On deploy

Priority Blending with Omnichannel Session Handling (OSH)

You can now activate priority blending within an OSH environment.

Customer Request UI Change Availability On toggle

Manual Fax Override in MAX

You will be able to enable a manual fax override button in MAX. This will help agents quickly dismiss a call they identify as a fax machine and will allow them to move on to the next call faster. To enable the button, set Call Progress Analysis to Classify or Classify with Answering Machine Detection and select Fax in the CPA Management parameters page.

Customer Request UI Change Availability On toggle

Reporting and Dashboards

API Version 27

You can use a new Reporting API version. This version includes updates to the following endpoints:

  • /agents/{agentId}/performance
  • /agents/{agentId}/login-history
  • /agents/states
  • /agents/state-history
  • /agents/{agentId}state-history

Full details are available on the developer portal.

Customer Request UI Change Availability On deploy

Data Download Reports

Improved Scheduling

Contact Center will adopt a new back-end tool for scheduling data download and custom reports. Instead of failing, reports run during high-traffic times will be queued until the system is able to process them.

Customer Request UI Change Availability On deploy

Prebuilt Reports

Column Name Change in Billing Report

The Time column in the Billing report will be renamed to Date to better reflect the data.

Customer Request UI Change Availability On deploy

Updates to Contact History Report Filters

While applying filters to the Contact History report, you can:

  • View Team ID numbers after the team name.
  • Search for teams.
  • Exclude inactive agents, skills, and teams.

Customer Request UI Change Availability On deploy

Custom Reports

Custom Reporting Tool Tips

Various tool tips have been added to Custom Reporting. If you hover over a blue question mark, information will pop up to explain more about terms and features you're using.

Customer Request UI Change Availability On deploy

SmartAssist Powered by Amelia

Support for Amelia Version 5.6.3

SmartAssist will be updated to support Amelia version 5.6.3.

This feature will be deployed to all SmartAssist customers in advance of the Spring 2023 release. The current target date is January 2023.

Customer Request UI Change Availability On deploy

Studio

Agent Assist Studio Action Updated

The AgentId property in the Agent Assist Studio action will be removed from the Properties list. The field will be hidden and the script will automatically populate it with the appropriate variable name. This change will reduce confusion over which variable to use.

No action will be required from you to update your scripts. If you have an existing script that uses a different variable from the recommended ones, the system will automatically update your script. It will replace the variable you use with the recommended, default variable. The default variables are {agentId} for inbound scripts and {__agentId} for outbound scripts.

Customer Request UI Change Availability On deploy

Virtual Agent Hub

Background Noise Handling for Voice Interactions

A new configuration setting will be added for use in virtual agent scripts for voice channels. The setting will improve user experience when the contact is in a noisy environment. Currently, if the virtual agent detects a lot of background noise, it may have a hard time telling the difference between the contact speaking and other sounds on the call. It may incorrectly interpret the sound as silence and treat the call as if the contact had not responded.

To prevent this outcome, you will be able to set a new timeout parameter in your script. This parameter, maxUtteranceMilliseconds, will start a timer as soon as the virtual agent detects audio on the call. When the timeout limit is reached, the virtual agent will attempt to determine the contact's intent from the captured audio. If it's able to determine an intent, the virtual agent will send a response. If it isn't able to determine an intent, the virtual agent will do one the following:

  • If it can detect that the contact is speaking but couldn't understand them, the virtual agent will respond appropriately. For example, it might ask the contact to repeat themselves.
  • If it cannot detect that the contact was speaking, the virtual agent will treat the interaction as if the contact has timed out.

This feature will be deployed to all Virtual Agent Hub customers in advance of the Spring 2023 release. The current target date is January 2023.

Customer Request UI Change Availability On deploy

Voice Access

Google Verified Calls Discontinued

Google is ending use of their Verified Calls feature on 31 January 2023. If you're using this feature, contacts will stop seeing the verified calls UI when they receive phone calls from your organization after this date.

Customer Request UI Change Availability On deploy

Workforce Intelligence

Rule Execution Frequency Changes

Existing rules that use the Automatic setting will be automatically changed when this release is deployed to your business unit:

  • The Frequency value will be set to Minute.
  • The Every value will be set to .01.

Customer Request UI Change Availability On deploy

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.

Reporting and Dashboards

API Version 27

This feature was previously announced as a new API version including updates to the following endpoints:

  • /agents/{agentId}/performance
  • /agents/{agentId}/login-history
  • /agents/states
  • /agents/state-history
  • /agents/{agentId}state-history
  • /contacts
  • /contacts/{contactId}
  • /contacts/completed
  • /contacts/states

Instead, it now includes updates to only these endpoints:

  • /agents/{agentId}/performance
  • /agents/{agentId}/login-history
  • /agents/states
  • /agents/state-history
  • /agents/{agentId}state-history

Full details are available on the developer portal.

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. These features will not be a part of the Spring 2023 release.

Agent for Service Cloud Voice

Real-Time Transcription Support

Real-time transcription will be available. Transcription will be dependent on the use of APIs. If you have questions regarding transcription set up, contact your Contact Center Account Representative.

Features Added to This Release

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

New Applications

Adapters

Arquivo
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