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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.

Coming Soon in the 24.4 Release - Central

This page shows the products and features currently planned for the 24.4 release cycle, which begins on 15 October 2024 and ends when the next release begins, which is currently targeted for 29 January 2025. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle. Some of the features are still in controlled release (CR) and not yet available.

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 changes to the user interface (UI).

Availability

This cell tells you two things about the feature:

Whether it's available for all Contact Center customers or only a select group.
- GA: The feature is generally available (GA) for all customers. Some GA features may require you to purchase a license to use it.
- CR: The feature is available for customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your Contact Center Account Representative.

When you can expect to see the feature in your environment.
- On toggle—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.

Learn about the platform requirements and FedRAMP support status for the Contact Center apps you use.

ACD

ACD Routing

Multiple Routing Attributes

Currently, the ability to use more than one routing attribute at the same time is in controlled release in the United States and Australia. In this release, it will become generally available in the United States, Australia, and Europe.

A routing attribute lets you narrow the pool of agents assigned to the ACD skill who are eligible to receive an interaction. For example, you could require that the agent has a certain license or certification. Multiple routing attributes will let you further narrow the pool of eligible agents. For example, you could specify that an agent with the correct skill must also have a certain license and be able to speak a certain language to be eligible to receive the interaction. This will give you more control over which agents an interaction can route to without creating a lot of ACD skills, reducing administration tasks and simplifying maintenance.

To set up multiple routing attributes, you will need to apply attributes to your agent user profiles. You will then use Studio scripts to route interactions to agents based on the ACD skill and the chosen attributes. To avoid narrowing your agent pool so far that interactions become stuck in queue with no matching agents, it will be best to use no more than five routing attributes per routing action.

You will need to have dynamic delivery enabled for your system to use multiple routing attributes.

Customer Request

✓

UI Change

✖

Availability

On deploy

Cxone Attendant

Display Voicemail Message Timestamp in User Time Zone

Currently, voicemail message timestamps in CXone Attendant display in the business unit time zone with no option to adjust the setting to reflect the user's local time zone.

In this release, you will be able to adjust the voicemail message timestamps so that each user sees them in the time zone configured for their CXone user profile. This will make it easier for you and your agents to find voicemails according to the time they were received.

To make this change, you must have administrator permissions in CXone Attendant.

Customer Request

✓

UI Change

✓

Availability

On deploy

Developer Portal

Developer Portal Enhancements

The following are updates made to the CXone developer portal during the 24.3 deployment period:

A new category for CXone Expert APIs
Refreshed FAQ page
Virtual Agent Integrations and Studio overviews linked from the homepage
Overhauled Getting Started section
Refreshed logos and a branding change from the DEVone portal to the CXone developer portal

Customer Request

✓

UI Change

✓

Availability

On deploy

DEVone Integrations

Customer Dynamics

Safe Select

Safe Select is an all-in-one campaign management tool. It simplifies compliance around campaigns sent through voice, SMS, and email channels. The process of agents approving each communication also determines the order of records. This is useful for TCPA requirements in certain jurisdictions. Other key features of Safe Select are:

Gamification features to keep agents engaged.
Detailed and customizable suppression rules for contacts in different states and districts.
Omnichannel campaigns that let agents switch from one channel to another.
Calls to action to automatically add engaging links and buttons into outbound messages.
Payment processing with C3 Payments for quick and secure collections payments.

Customer Request

✓

UI Change

✖

Availability

On deploy

C3 Payments

C3 Payments is a PCI-compliant payment tool. It offers a system of workflows for contacts to make a one-time secure payment. These workflows can be initiated by an agent and also be used in agentless interactions. They keep the agent out of the PCI scope, which ensures compliance for your business and security for your contacts. Other key features of C3 Payments are:

While the agent is not involved in a transaction, they can be notified in their agent application of the progress of the payment.
You can keep various systems in sync, like your CRM, ticketing, or billing systems, after payments are made.
A mobile SDK to build this functionality into your mobile app.

Customer Request

✓

UI Change

✖

Availability

On deploy

Surfly

Surfly Standalone Video Chat

Currently, Surfly offers video chat in combination with co-browsing. In this release, Surfly will offer video chat as a standalone product. If you don't need co-browsing, you can still let agents add video to any interaction.

Customer Request

✓

UI Change

✖

Availability

On deploy

Textel/Capacity

SMS Expansion

Textel's core SMS product will receive the following enhancements:

Payments Solution: Customers will be able to securely collect payments without exchanging payment information over SMS. A pop-out in the agent application will let the agent initiate the payment. This will use your existing payment merchant, which lets you avoid setting up additional payment infrastructure.
SMS Line Intelligence: You will be able to validate all contact phone numbers. This will ensure that the numbers support SMS and will prevent you from incurring any unexpected messaging costs.
Okta MFA Support: If you use Okta as an identity provider, you will be able to use Textel for the SMS component of MFA.
Alpha Sender ID: Textel will provide alphanumeric sender IDs so you can send texts internationally. This may also help you expand the number of countries you can send texts to.

Customer Request

✓

UI Change

✓

Availability

On deploy

CXone Expert

Generative Search

A customizable search experience will let you smoothly incorporate your unique queries, permissions, and needs into CXone Expert. It will let your consumers source relevant, concise information without reading multiple articles. They will be able to use natural language search in their questions and receive natural language in their answers. This will increase query resolution efficiency and decrease support events.

Customer Request

✓

UI Change

✓

Availability

On toggle

Generative Response Reporting

Generative response reporting will let you monitor generative search queries, feedback, and click-through rate on source articles. This will help you to make informed decisions about content and generative AI settings to improve user satisfaction and increase utilization.

Customer Request

✓

UI Change

✓

Availability

On toggle

Generative AI Documentation

Documentation about the CXone Expert generative AI tools will guide you to do the following:

Improve content quality to provide better generative responses.
Increase generative AI tool utilization.
Adjust generative AI settings to increase consumer satisfaction.

Customer Request

✓

UI Change

✖

Availability

On toggle

Expert Kernels Report

The Expert Kernels report will give you insight into usage, queries, and content adequacy. This will help you to identify content gaps and assess content readiness for AI and LLM applications.

Customer Request

✓

UI Change

✓

Availability

On toggle

JWT Token Provisioning

A new method of cross-platform authorization will work with OIDC configurations to provide faster authentication. This will allow Enlighten Copilot to work seamlessly. Receiving JWT ID tokens from Enlighten Copilot will enable IdP users to authenticate in one API call without having to authenticate with CXone Expert prior to making kernel requests.

Customer Request

✓

UI Change

✓

Availability

On toggle

Instant Translation Report

This report will let you view the number of translated pages on your site in a chosen date range. This will help you to assess usage and overages to stay within budgeted limits and to make decisions about localization and translation. It will answer questions like how many languages users translate into, which languages are popular, and which pages are translated most often.

Customer Request

✓

UI Change

✓

Availability

On toggle

Import/Export Tool Enhancements

Currently, the import/export tool lets you export content from a primary CXone Expert site and import it into a destination CXone Expert site to provide a localized or branded knowledge experience.

In this release, more granular site resource selections for export outputs will prevent resource overwriting during import. This will provide the following benefits:

Faster localization and reduced run-time of imports and exports.
More compact output for easier sharing throughout the localization process.
No need for post-import manual reverting.

Customer Request

✓

UI Change

✓

Availability

On toggle

Use CXone Agent Progressive Web App on iOS Devices

Currently, you can use the CXone Agent progressive web app (PWA) on select Android mobile devices. In this release, you will be able to use it on iOS devices.

Customer Request

✖

UI Change

✖

Availability

On toggle

Use Headsets for Voice Controls

Agents will be able to use their headsets for the following basic voice controls:

Accept
Hold
Resume
Mute
Unmute
Hang Up

This will work for all WebHID-compliant headsets, such as Jabra headsets. This will enable agents to work away from their desks, increasing productivity.

Customer Request

✓

UI Change

✖

Availability

On toggle

Delete Message Content and Author Name

Agents will be able to delete the content of inbound and outbound messages. They will also be able to delete the name of the author of inbound messages. Like masking a call, this will allow them to hide sensitive information, such as account numbers and personal ID numbers. For chat, message content and author names will be deleted for both the agent and the contact. For all other channels, content and author names will only be deleted on the agent's side.

You will be able to enable this functionality for agents in their Digital Experience role.

Customer Request

✓

UI Change

✓

Availability

On toggle

Reply to Specific Messages

Agents will be able to click Reply next to specific messages. Their reply will quote the original message. This will allow agents to reference specific topics in conversations.

Customer Request

✓

UI Change

✓

Availability

On toggle

Status Indicators for Outbound Messages

Icons will display next to agents' messages to indicate these statuses:

Waiting: The message is waiting to be sent.
Sent: The message has been sent to the NICE CXone servers.
Delivered: The message has been delivered to the contact.
Read: The contact has read the message.

Customer Request

✓

UI Change

✓

Availability

On toggle

Audio Messages for Select Digital Channels

Agents will be able to record and send audio messages. They will also be able to receive and listen to audio messages using an inline audio player.

Customer Request

✓

UI Change

✓

Availability

On toggle

Edit the Disposition, Notes, and Tags of Any Assigned Interaction

Currently, agents cannot edit the additional fields in the Outcomes window if the Status has been set to Closed. Those fields include Disposition, Notes, and Tags. In this release, agents will be able to edit those fields for any interaction assigned to them.

Customer Request

✓

UI Change

✖

Availability

On toggle

Elevate Interactions

Currently, this feature is in controlled release. In this release, it will be generally available.

Agents will be able to elevate an interaction from one channel to another. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. They will be able to elevate:

Digital interactions to voice.
Voice interactions to select outbound digital channels.
Digital interactions to select outbound digital channels. For example, they could elevate an interaction from SMS to WhatsApp.

This will make interactions seamless. It will also simplify reporting. The entire interaction will be connected to one interaction ID. There will be individual contact IDs for the interaction on each channel.

Customer Request

✓

UI Change

✓

Availability

On toggle

Settings Remembered after Clearing Cache and Cookies

Currently, the changes agents make to their CXone Agent settings in the Settings app are stored in their browser. When agents clear their browser's cache and cookies, those settings are reset. In this release, they will be stored in the NICE CXone servers. When agents clear their cache and cookies, their settings will remain as configured.

Customer Request

✓

UI Change

✖

Availability

On toggle

Switch to Next Available Audio Device when Primary Device Fails

If the agent's primary audio device fails, CXone Agent will switch to the next available audio device. This will ensure continuous audio for agents.

Customer Request

✓

UI Change

✖

Availability

On toggle

Choose to Send with Enter Key or Not

Agents will be able to choose how the Enter key on their keyboard behaves when they're drafting messages. A new setting called Send with Enter will be added to the CXone Agent settings in the Settings app. It will have these options:

All channels: Enable sending messages using the Enter key for all digital channels.
All channels except email: Enable sending messages using the Enter key for all digital channels except email.
No channels: Disable sending messages using the Enter key for all digital channels.

Customer Request

✓

UI Change

✓

Availability

On toggle

Choose Location

Agents will be able to select their location when they log in to CXone Agent. A drop-down list of locations will appear in the Voice Preferences window. You will be able to configure the locations in this list in Admin > Locations > Location Definitions.

Customer Request

✓

UI Change

✓

Availability

On toggle

Enhancements to the CRM Integration Experience

The following changes will be made to the CRM integration experience for CXone Agent:

Create a CRM Record During an Interaction: Agents will be able to create new CRM records while they're handling interactions. The Create New icon will be added to the Related Interactions section of the customer card. Agents will be able to click Create New and select the type of record they want to create. The record will appear in the customer card and open in your CRM. To enable this option, you will need to modify your Studio script.

Customer Request

✓

UI Change

✓

Availability

On toggle

Dynamic Data Mappings for Custom CRM Records: The dynamic data mappings you configure in Contact Center allow you to choose which CRM record fields appear in CXone Agent. Currently, dynamic data mappings can only appear for Search workflows. In this release, they will also appear for Create workflows.

Customer Request

✖

UI Change

✓

Availability

On deploy

Improved Scripting for Oracle, ServiceNow, and Zendesk Integration: Integrating CXone Agent with CRMs requires Studio scripting. In this release, back-end improvements will be made to simplify this scripting for Oracle, ServiceNow, and Zendesk. The Studio scripts for those CRMs will no longer need the Send Workflow Response CUSTOMEVENT action. Existing scripts will not be impacted.

Customer Request

✓

UI Change

✖

Availability

On deploy

Support for Special Characters and Leading Zero for Click-to-Dial

Currently, click-to-dial does not recognize special characters or leading zeroes in phone numbers. In this release, it will recognize special characters in phone numbers, such as slashes and pound signs. It will also recognize leading zeroes in phone numbers, such as those in the United Kingdom.

Customer Request

✓

UI Change

✖

Availability

On deploy

UI and UX Improvements

The following changes will be made to the CXone Agent user interface:

Display & Accessibility Tab Renamed: The Display & Accessibility tab in Settings will be renamed to Display & Keyboard.
Updates to Social Icons: The following social icons will be updated:
- The Twitter icon will change to the X icon.
- The Facebook icon will change to the Facebook Messenger icon for private Facebook Messenger messages.
- The Apple Messages for Business, Instagram, and LinkedIn icons will be updated.
New Colors for Select Channel Icons: Currently, the icons for phone calls, chats, emails, and SMS interactions are blue. In this release, those icons will change color:
- Phone call will change to purple.
- Chat will change to dark green.
- Email will change to pink.
- SMS will change to light green.

This will make it easier to distinguish between those icons.

Arrows for Channel Icons: A down arrow will appear next to inbound channel icons. An up arrow will appear next to outbound channel icons. For example, this icon will indicate inbound email, and this icon will indicate outbound email.
Updated Voice Control Icons: The voice control icons will be updated.
Updated Voicemail Icons: The voicemail control icons will be updated.
Updated Interactions Menu Icons: The following icons in the interactions menu will be updated to a more modern design:
- The Request More icon
- The New Outbound icon
- The Consult / Transfer icon
- The Outcomes icon

Customer Request

✖

UI Change

✓

Availability

On toggle

Support for Additional Agent Assist Hub Applications

Real-Time Interaction Guidance and Google Contact Center AI (CCAI) will be supported in CXone Agent.

For more details, select the Agent Assist Hub filter on the top right.

Customer Request

✖

UI Change

✖

Availability

On deploy

Search Full Names in Directory

Currently, when agents search full names in standard address books in the Directory, no results appear. In this release, when agents search full names, the Directory will display results.

Customer Request

✖

UI Change

✖

Availability

On toggle