This page shows features currently planned for the Summer 2023 release. Features are subject to change between now and the final release dates. Users will be able to access these features, depending on their permissions and purchased applications once their Contact Center has been updated.
The online help continues to reflect the previous version of the product being used by most customers.
How to Use This Page
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. |
Agent SMS Security Profile Permission Removal
The SMS permission will be removed because it is not used.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Page Improvements
The Dispositions and Unavailable Codes 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 | On toggle |
Activate and Deactivate ACD Skills with Bulk Upload
A Status column will be added to the ACD Skills Bulk Upload template. With this column, you will be able to activate and deactivate multiple ACD skills at once. The Status column will be available for both blank and filled-in templates. This update will save you time when updating ACD skills.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Routing Attributes
In addition to ACD skills, you will be able to use routing attributes to narrow down the pool of agents who are eligible to receive an interaction. For example, you could use a routing attribute to define which language the agent must speak. You could require that the agent have a license or certification. This will give you more control over which agents an interaction can route to, without creating a lot of ACD skills.
To set this up, you will first apply attributes to your agent user profiles. You will then use Studio scripts to route interactions to agents. You will do this based on the ACD skill and the chosen attribute. At this time, you will be able to specify one routing attribute at a time.
This feature will become available later in the Summer 2023 release cycle.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Routing Criteria Data Download Report
A new Routing Criteria data download report will show how the routing criteria of an interaction changed over time spent in queue. This report will let you see how your routing strategy is working and provide insight into the contact journey.
This update is described in more detail in the Reporting section of this page.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Bullseye Range and Routing Attribute Support in More Studio Actions
The QueueVM and QueueCallbackStudio actions will support bullseye routing ranges and routing attributes. They will have the same routing parameters as the ReqAgent and UpdateContact actions.
This update is described in more detail in the Studio section of this page.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Trunk Group Specification for Manual Outbound ACD Skills
You will be able to select which trunk group a manual outbound ACD skill should use to deliver its call traffic. This will enable you to make the calling number visible to improve answer rates.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Chat Enhancements
Any HTML functionality using JavaScript or rich text on the agent side of a chat will be disabled. This will close a potential gateway for malicious attacks. The ability to display rich content on the customer side will remain intact. This feature will impact chat in all agent applications.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Agent Application Security Profile Permissions
Permission settings that are used for more than one agent application will no longer include "MAX" in the name. This will help avoid confusion about which applications the setting applies to.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Agent SMS Security Profile Permission Removal
The SMS permission will be removed because it is not used.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
See the Agent for Salesforce release history for a list of previous versions.
Record Type Field Added
When you set up task creation settings, you will be able to configure a Record Type for Salesforce tasks. This feature will become available later in the Summer 2023 release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
The following features are planned for release in mid-August 2023.
Real-Time Transcription Support
Real-time transcription will be dependent on the use of APIs. If you have questions regarding transcription setup, contact your Contact Center Account Representative.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Omni-Flows Support
Salesforce Omni-Flows will be supported. Users will be able to set up screen pops, data memorialization, and supervisor support using Omni-Flows.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Integrated Softphone Automatic Sign-In
When agents have the Integrated Softphone permission enabled, they will bypass the Voice Options screen and be logged in to Agent for Service Cloud Voice immediately. This will reduce the time it takes for agents to log in to Agent for Service Cloud Voice.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Standard Address Book Support
Agent for Service Cloud Voice will support standard address books. This will allow you to create address books that can be viewed and used in more than one agent application.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Performance Analytics for Salesforce Einstein Integration
Agent for Service Cloud Voice will support integrations with Einstein. This will allow Contact Center ACD data to be used for reporting within Salesforce.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Updated Performance for Reporting and Real-Time APIs
The following contact APIs will be updated to improve performance. Enhancements will include new fields, metrics, and standardized parameters.
The final version of the release notes will include additional technical details.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
End-of-Life for Legacy API Authentication
Legacy authentication methods were deprecated in 2022. With the Summer 2023 release, they will move to End-of-Life status and will cease to function between the Summer and Fall 2023 releases. If you have not already updated your app's authentication, use the global authentication method. There is only one token endpoint with the global method, /auth/token. This endpoint facilitates:
The endpoints in the following API groups were deprecated:
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Reallocate Scheduling Units
You will be able to select scheduling units you want to exclude from a forecasting job. This way, you can reallocate their workload to other scheduling units when you generate a staffing plan.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Forecast Enhancements
In the forecasting jobs, the interface will be updated:
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Exporting WFM Data via CSV
Currently, exported data begins downloading immediately. With this release, you will download the CSV file after you get an email with a download link. This will apply when exporting Real Time Adherence (RTA) data and staffing data in a forecasting job.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Improvement to Schedule Generation
Currently, shifts are not created when the following three conditions are met:
With this release, shifts will be created for time slots where the agents are available and fall within the shift start time range.
Shifts will not be generated if agents are unavailable during the shift start time range set in the daily rule.
This change will enhance the interpretation of scheduling rules and create valid shifts for agents.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Schedule Optimization with Lunch and Break Activities
Improve net staffing with one click of a button. With the WFM Advanced license, managers will be able to set up schedule optimization rules. These rules will automatically generate a daily plan that adjusts the lunch and break activities for the scheduled agents.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Mapping of Missing Out-of-the-box (OOTB) States
Out-of-the-box agent states will be mapped between WFM and the Contact Center ACD.
After this alignment, Real Time Adherence (RTA) and Adherence Reports will reflect all out-of-the-box states.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Moving Agent Availability to the WFM Application
Agent availability will be moved from the Admin application to the WFM application. This will be a new screen called Agent Configuration and it can be accessed from WFM > Setup. Currently, it is accessible as a tab in the employee profile of the Admin application.
This will streamline scheduling by bringing all required parameters into the same application.
It will also be easier for supervisors to update agent information.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Support for Partial Time-Off on Non-Published Days
Agents will be able to make partial time-off requests on non-published days. This is not currently supported. The request will be possible depending on:
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Enhancement to New Year Time-Off Rules
Currently, manual edits to time-off rules are only effective through the end of the calendar year. When a new year begins, managers must once again attach agents in the scheduling unit to the rule. With the Summer 2023 release, time-off rules will remain attached to agents when the new year begins, even after manual edits.
This will save time for managers and prevent tedious tasks.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Add-On: Enhanced Strategic Planner (ESP)
Enhanced Strategic Planner (ESP) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. ESP is well-established tool for users of IEX WFM and IEX Cloud. This release, ESP will be generally available for organizations using IEX WFM Integrated.
ESP offers these benefits:
ESP supports many channel types based on your WFM skills. This includes both voice and digital channels. It can use long-term forecasts created in IEX WFM Integrated or import external forecasts. ESP then uses those forecasts to create long-term plans, including plans for multi-step workflows. For more information on enhancing your IEX WFM Integrated system with ESP, contact your Contact Center Account Representative.
If you used Enhanced Strategic Planner in controlled release, you'll notice this new feature.
Upgrade to IEX WFM v7.5
During the Contact Center Summer 2023 release cycle, upgrades to IEX WFM will begin for existing IEX WFM Integrated environments. Each of the remaining features in this section is a key feature of IEX WFM Integrated v7.5. Your Contact Center Account Representative will contact you about scheduling your upgrade.
You can see a video overview of IEX WFM Integrated v7.5 features here.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Ability to Delete Long-Term Forecasts
A new Delete Long-term Forecast view will allow you to delete unneeded long-term forecasts generated for BUs, CTs, EGs, BU Sets, CT Sets, and EG Sets. You must have the Modify permission for the forecast entity to delete it.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
RCP Generation Messages and Alerts
Supervisor users will receive alerts regarding the status of their process generations. The alert messages will state whether the generation succeeded or failed. The Alerts button will display the number of status messages for completed processes submitted by the logged-in user.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Linking Supervisors and Agents
Sometimes an agent also functions as a team lead or other type of supervisory user. Currently, these users can only switch between WebStation and Supervisor WebStation if they log out of one and in to the other. With this release, you will be able to link the Supervisor and Agent user accounts so that the user can switch back and forth more easily. A new "Switch to..." selection will appear in the User Menu of either WebStation application for these users. The linking is 1-to-1; that is, one agent to one supervisor and vice versa.
This will be especially useful if your company uses either Single Sign-On (SSO) or LDAP authentication. This feature makes SSO possible even with IEX WFM functionality that prevents an agent's external ID from being the same as a supervisor's login ID, even when the agent and supervisor are the same person.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Single Sign-On (SSO) Improvements
The new Supervisor WebStation - SSO Configuration page will give you a simple interface to configure SSO. Users with permission to the page can load the SAML configuration into IEX WFM Integrated and update it when needed.
In addition, the RCP Login page will provide users with two options:
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Enhanced Adherence Export Files
The following file exports with adherence-related information have been enhanced from one-minute to one-second precision:
Adherence details in Export modules will be calculated at a more granular level. These details will differ from similar metrics in IEX WFM Integrated out-of-the-box reporting.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Simultaneous Bidding in Time Off Manager
Time Off Manager will support simultaneous bidding by time off rule. This option will enable you to define time off rule bids with dates open for bidding, request types, and bidding sort order. Remaining features in this section are associated with the Simultaneous Bidding feature.
Agents with TOGs assigned to the time off rule will be able to bid for time off during the open bidding date ranges. Administrators process the time off bids after bidding closes.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
New Simultaneous Bidding Page
The new Supervisor WebStation - Simultaneous Bidding page will allow supervisors to see and export all simultaneous bid requests from agents for the selected TOG, time off rule, and bid name. This page will include the agent MU and bidding order. It will also show the status, priority, date, type, and more for each time off bid request.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Updates to Time Off Rules View
The Bidding Rules view will be updated as follows to support the Simultaneous Bidding feature:
When your IEX WFM Integrated tenant is upgraded, any existing time off rules will have the previously chosen options selected:
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
New Process Simultaneous Bids Window
The new Process Simultaneous Bids Window will automate the process of assigning time off to selected agents. After agents submit time off bid requests and bidding closes, supervisors will run this process to assign time off to selected agents. Agents will receive time off based on the TOG and time off rule, time off allotments, agent time off summary parameters, and agent remaining time off balance.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Updates to RCP Navigation Menu
If you have access to the Process Simultaneous Bid menu item, it will be added to the RCP Time Off Manager menu under Time Off Manager.
If you have access to the Simultaneous Bidding menu item, it will be added to the RCP Time Off Manager menu under Process Simultaneous Bids.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Updates to Users and Permissions View
The Users and Permissions > Menu Permissions > Time Off Manager page will be updated to add the new Process Simultaneous Bids and Simultaneous Bidding menu items and permissions. Both permissions default to No.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Updates to WebStation and Supervisor WebStation
Request Time Off View:
My Time Off Text View:
The new Bidding table on the My Time Off Text View will display the agent’s time off bid requests for the selected time off rule. These time off bid requests will be those entered for time off bids open for bidding. The time off bids will be defined in time off rules that use simultaneous bidding.
In the Bidding table, users will be able to:
Time off rules that use simultaneous bidding do not show the Cancel column in the Planned table.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
New Filters for Search
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 resolution status. If you have Interaction Analytics Premium and Enlighten use cases, you will be able to filter your search by your Enlighten metrics.
You will also be able to choose which fields you want to view and how they are arranged when viewing interactions.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Capability to Save Searches
You will be able to save a search as public or private. You will be able to select saved searches from a drop-down to view search results again. This will help you avoid having to configure the same search settings multiple times.
| Customer Request | ✓ |
UI Change | ✓ |
Availability | On deploy |
Multiple Dialects Per Business Unit
You will be able to apply multiple dialects of the same language to your business unit. For example, you will be able to apply both Chilean Spanish and Mexican Spanish to your account. This will increase transcript accuracy when you have callers from different countries. You will need to contact your Contact Center Account Representative to configure these dialects for you.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Improvement to English and International English Transcripts
A new transformer technology will be used to improve the accuracy of transcripts for English and International English.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Agent Security Profiles Permissions
Permission settings that are used for more than one agent application will no longer include "MAX" in the name. This will help minimize confusion about which applications the setting applies to.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
SMS Security Profile Permission Removal
The SMS permission will be removed. This will clear confusion about why it is in Contact Center but is not used.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Chat Accessibility Enhancements
Minor adjustments to the chat window improve the experience while using a screen reader.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Improvements in Directory Sync and Presence Sync for Microsoft Teams
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 |
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Setting Change for Adapters for Zoom
On 1 June 2023, Zoom will deprecate support for the JWT app type for server-to-server authentication. If you set up Adapters using JWT for authentication, you will need to change to a Server-to-Server Oauth app type. Choosing Server-to-Server Oauth as the app type will let you securely integrate with Zoom APIs. It will also let you get your account owner access token without user interaction.
This will apply only to existing customers.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Partial Availability for Three Additional Regions
Voice Quality Metrics will be partially deployed to the Canada, Japan, and the UK regions. In these new regions, companies whose agents use MAX Integrated Softphone will be able to analyze the agent leg, or side, of interactions. Support for SIP interactions will be added in a later release, and this support will require no additional action on your part. This expansion will help support your remote and offshore agents. Ability to analyze the agent leg will help you quickly detect and address potential voice quality issues.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Distribution Tile for Call Direction
A new distribution tile for call direction will be added to enhance the user experience. This feature will allow you to:
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Improve Scalability and Resiliency
Auto-scalability will be introduced to improve resiliency. It will provide these benefits:
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Studio Action for Gryphon Rest APIs
If you subscribe to the Gryphon real-time automated Do Not Call (DNC) and TCPA compliance platform, you will have access to a new Studio action. This Studio action will replace the previous SOAP action with a RESTful action. It will check various DNC registries for compliance at the point of dial. The registries it checks includes federal, state, and others.
The Studio action will apply appropriate exemptions and block non-compliant calls. This will ensure that organizations are compliant with DNC and TCPA regulations.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Enhanced Support for Managing Calling Lists and DNC Records
Currently, Contact Center supports 500,000 calling lists and do not call (DNC) records. In Summer 2023, Contact Center will support up to 1,000,000 inventory records for both active calling lists and DNC records. Contact Center will handle larger lists more efficiently, reducing processing times and improving overall performance.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Routing Criteria Data Download Report
A new Routing Criteria data download report will show how the routing criteria of an interaction changed over time spent in queue. Routing criteria include:
This report will let you see how your routing strategy is working and provide insight into the contact journey.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Improvement to Contact History Report
This report will more accurately display the contact IDs and master contact IDs for segment recordings. This will make it easier to view data for all segments tied to a contact.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Hide Column Names in CSV Files
Currently, when you export a custom report to a CSV file, column names are included automatically. With this release, you will be able to select an option to hide them.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Bullseye Range and Routing Attribute Support in More Actions
The QueueVM and QueueCallback actions will support bullseye routing ranges and routing attributes. They will have the same routing parameters as the ReqAgent and UpdateContact actions:
This update will let you use bullseye routing and routing attributes in more of your routing scripts.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Action for Gryphon Rest APIs
If you subscribe to the Gryphon real-time automated Do Not Call (DNC) and TCPA compliance platform, you will have access to a new Studio action. This action will replace the previous SOAP action with a RESTful action. It will check various DNC registries for compliance at the point of dial. The registries it checks includes federal, state, and others.
The action will apply appropriate exemptions and block non-compliant calls. This will ensure that organizations are compliant with DNC and TCPA regulations.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
New Supported Virtual Agent Providers
You will be able to integrate text- and voice-based virtual agents from the following providers with Contact Center:
This release will increase the options for virtual agent and bot integrations natively supported in Contact Center.
| Customer Request | ✖ | UI Change | ✓ |
Availability | On deploy |
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.
Chat Enhancements
A security update involving HTML functionality on the agent side of a chat was announced specifically for MAX. It will instead be available in all agent applications.
Voice Quality Metrics Deployment to Three Additional Regions
It was previously announced that Voice Quality Metrics would be deployed in Canada, Japan, and the UK regions to support continuous WebRTC session monitoring. Deployment for these three new regions will be partial. Support for SIP interactions will be added in a later release. With this release, you will only be able to analyze the agent leg, or side, of interactions for agents who use MAXIntegrated Softphone.
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 Summer 2023 release but may be part of a future release.
Require Manual Accept
The Require Manual Accept setting will be added to the Details tab in ACD Skills. When enabled, it will require agents to manually accept or reject interactions for that ACD skill.
Ability to Restrict Email Domain Names
You will be able to restrict email domain names when creating users. If you enter a domain name outside of the allowed list, the user will not be created. This update will improve your security by only allowing access to users with authorized domains.
Require Manual Accept
When this setting is enabled on an inbound ACD skill, 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 they accept an incoming contact.
To see the following features in detail, select the product in the filter on the right.