RingCentral Contact Center Central Summer 2020

June 2, 2020

Version 20.2

This article lists the new features and updates in the RingCentral Contact Center 20.2 release for Central.
The following features are scheduled for the Summer 2020 upcoming RingCentral Contact Center release. Users will be able to access these features, depending on their permissions and purchased applications, once their tenant has been updated.
NOTE: Features are subject to change between now and the final release date.

What's New?

GLOBAL CHANGES
  • Multi-Factor Authentication (MFA) Over APIs Fails
For added security, any MFA-enabled users attempting to authenticate over APIs will now fail to log in. This is because MFA is not currently supported in the RingCentral Contact Center APIs and the previous behavior was to log the user in without a token.
  • Unification of OpenID Connect and SAML2 User Settings
The Federated Identity field in a user profile is editable. It appears for both OpenID Connect and SAML2 SSO users. If you have both OpenID Connect and SAML2 enabled for your business unit, you can select which SSO method should be applied to the user in a new External Identity Type field. The user's My Account page SSO information has been replaced with a Federation Information section that contains the user's SSO ID. You can now configure OpenID Connect for the user rather than users having to configure it for their own profiles.
  • Consolidation of OpenID Connect Redirect URLs
There is only one redirect URL for OpenID Connect SSO environments: https://(custom).incontact.com/inContact/LoginByCode.aspx. This means that the URL https://home-(cluster).incontact.com/inContact/LoginByCode.aspx is no longer used.
  • API Proxy
Your system can now supersede the limit of external RESTful API requests to better handle periods of high traffic. Through a new Studio action that specifically processes RESTful APIs, you can configure requests to execute through the new action instead of inside a snippet. This will allow your system to process more than the standard snippet limit of 30 concurrent API calls.
  • API Façade
You can take advantage of the API Façade, which unifies most API requests to a single end point per geographic area. Key benefits include a unified URL for requests, protections to auto-rate limit requests, and increased security.
SUMMER 2020 RELEASE ADJUSTMENTS
These features are adjustments to those previously announced. Each item includes a description of the feature as it appeared on the Coming Soon page.
Changed Features
  • Channels
Increased Number of Work Items Supported in Queue: The persistent work item queue supports up to 100,000 work items in single-channel handling environments and 5,000 work items in Omnichannel Session Handling environments. Originally, support for up to 5,000 work items was announced.
  • Studio
In the Script API Enhancements feature, the DELETE API will be inactive until a future release.
Features to be Released at a Later Date
  • inView
Forms Submitted Module: A new module will display a list of coaching forms that have been submitted, along with their associated metrics. Organizations must have coaching enabled to use this module.
Roles Page Redesign: The Roles page will be redesigned to simplify the process of managing roles and permissions.
  • WFM
New Evaluation Report: Managers will be able to gain interactive evaluation insights across all channels in the organization using the new Evaluation Report.
  • QM
New Adherence Report: Managers will be able to focus quickly on potential or existing adherence issues for agents or activities using the new Adherence Report.
  • Admin
Consistent Experience in Employee Imports: With this release, the Import Employees option on the Employees page will reuse the the Bulk Upload UI and CSV template to offer a consistent experience.
Features Added to this Release
To see these features in detail, select the product in the filter on the New Applications and Features page.
  • Interaction Analytics Pro
Gender Widget Removed
  • Admin
Contact Settings Tab Removed from Employee Profile
  • Cloud Storage Services
Enhanced UI for Managing Rules
Single Screen for SEA, Custom KMS, and Custom Storage Configuration
  • inView
Updated User Profile Drop-Down
WHAT'S NEW IN THE ONLINE HELP
  • New Look and Feel
The online help has been revamped to offer a more intuitive, user-friendly experience
  • Release Notes Filter
Users can now filter the new applications and features in the release notes to show only those products used in their systems. This makes the release notes easier to use and helps readers find relevant content more quickly.
  • Help Available in New Languages
Online help is now available in two additional languages: Canadian French and Brazilian Portuguese. The help automatically presents in the browser language you've selected for supported languages. If you prefer a different language, you can use the language selector on every page. Using this selector sets a cookie so that each page you visit in the help is then rendered in the language of your choice.
New Applications and Features
The RingCentral Contact Center 2020 release includes these new features and applications. Users will be able to access these features, depending on their permissions and purchased applications, once their business unit has been updated.
ACD
  • Agent Issues Exported File Includes Teams
When you export the agent issues report into a CSV file, a new Teams column displays the assigned team of the agent who reported the issue. This provides another category by which you can filter the agent issues report. The Agent Issues page in the RingCentral Contact Center  interface has also been improved with several small cosmetic updates.
ADVANCED CHAT
  • Fully Integrated Version of Advanced Chat
A new integration of advanced chat in MAX utilizes the existing agent application chat interface. Agents log in to MAX and are ready to engage in advanced chat, without logging in separately to the Vergic platform. The agent experience for handling advanced chats and native RingCentral Contact Center chats is identical. This version of advanced chat is available for both single channel handling and Omnichannel Session Handling environments. It doesn't currently support co-browse or file sharing.
The previous advanced chat integration—where agents manage advanced chats and co-browse sessions in a Vergic chat window in a custom workspace—is still available for single channel handling environments only.
AGENT FOR SALESFORCE
See the Agent for Salesforce version log for a list of previous versions.
The following features are for Agent for Salesforce v15.0, to be released in late July.
  • Support the Preview Mode of Manual Compliance
When using Personal Connection, calls marked for compliance will be delivered to agents so they can select an outcome and disposition as configured by their administrator. This feature will be available for Fully Integrated Lightning Agent for Salesforce.
  • Support Personal Connection
Agents configured for single-channel handling of NICE inContact channels will be able to use Personal Connection. This feature will be available for Fully Integrated Lightning Agent for Salesforce.
  • User Experience Updates
Updates to the agent experience in Fully Integrated Lightning Agent for Salesforce will include:
  • Ability to use quick replies and formatting in chat interactions.
  • Ability to search and sort emails and chats in My Queue.
  • Support for hours of operation and for Presence Sync with single-channel handling.
  • Click to email from within a dynamic address book.
  • Link to online help.
AGENT FOR ORACLE SERVICE CLOUD
  • New Channel Support for Omnichannel Session Handling
Agents can handle multiple chat and voicemail interactions and elevate them to voice. This feature is available for the Consolidated View.
CHANNELS
  • Support for Large Number of Work Items
A new persistent work item queue supports a higher number of work items in queue for a single business unit, just like the current email and voicemail persistent queues. The persistent work item queue supports up to 100,000 work items in single-channel handling environments and 5,000 work items in Omnichannel Session Handling environments. When you create a new work item skill, you can specify whether you want the work items for the skill to enter the real-time or persistent queue on creation.
  • API for Modifying Contacts in Persistent Queue
The UpdatePersistentContact API allows you to actively manage work item, email, or voicemail contacts in the persistent queue. You can use it to change the skill ID, initial priority, target agent, acceleration, and max priority of the contact while the contact is inactive in the persistent queue.
INTERACTION ANALYTICS PRO
  • Interaction Path
Users can see the sentiment over the length of an interaction for both the agent and the contact.
  • Begin Sentiment
Users can use beginning sentiment as filtercategory rule, and dataset criteria.
  • User Interface Update
Users can expect a more unified user experience with interface updates that enhance the RingCentral Contact Center look and feel.
  • Improved Annotation Highlighting
Users can see all annotation highlights in transcripts for the widgets or filters being used.
  • Gender Widget Removed
The gender widget is no longer supported and has been removed.
INVIEW™ FOR RINGCENTRAL CONTACT CENTER
  • Modules Settings Slide-out
When configuring a module’s settings, users can choose to view the window as a new slide-out panel, or as a pop-up window.
  • Metric Assignments and Selector
The metric selector has been re-designed for improved categorization of module metrics. Additionally, you can tag metrics as an agent or queue metric, which adds clarity and convenience when configuring modules.
For example, when creating a module to display agent-based data, users can more easily identify which metrics pertain to agents and apply them accordingly.
  • Connect 3 Gamification Game
If your organization has gamification enabled, supervisors (with appropriate permissions) can create a game for agents with 9 possible performance-based challenges (in a 3x3 grid). Agents must complete 3 challenges in a row to win the game, helping drive agent performance.
  • Updated User Profile Drop-Down
Users now have access to new options in the drop-down for their user profiles. These options include the ability to change the user interface to a different language, to submit feedback, and to access the avatar gallery.
  • Avatar Gallery
Users can see their teammates’ avatars in the new avatar gallery. The avatar gallery is accessible from a user’s profile, through the updated user profile drop-down.
MAX
  • New Studio Action
MAX supports the new Popurl Studio action. This action provides enhanced customization possibilities when popping a URL into the MAX interface, such as a panel title or the pop destination of the webpage. Customized pop-ups give agents easy access to tools that speed up contact handling or provide customer data for personalized interactions.
  • New Studio Action
This feature will be available with the first cumulative update.
The MAX versioning feature allows you to adopt the incoming version of MAX at your own pace. This setting, which is managed from the Details tab of a business unit, received the following updates:
  • The setting checkbox changed to a drop-down, with DefaultCurrent, and Previous as options. This makes the feature more intuitive and convenient to manage. This drop-down determines the MAX version for the entire business unit.
  • An “override” setting, which allows the setting in Business Units to be overridden for selected users. For example, after a new version of MAX has been released, the business unit setting could specify that all users use the previous version of MAX. With this agent override setting enabled, a manager (with appropriate permissions) could allow individual agents to use the new version of MAX to test out new features.
  • Auto-Populated Quick Replies
Within Studio, a scripter can use specific variables to prepopulate certain quick reply fields with known information, such as a first or last name. This reduces potential errors and speeds up contact handling time.
  • Unavailable Outstate Removal
To encourage and facilitate more accurate reporting of agent unavailable time, MAX only displays the generic Unavailable outstate if no custom outstates have been created for agents to select. If your organization has configured custom outstates, only the custom outstates will be available to select. Examples of custom outstates could be Unavailable – Lunch or Unavailable – Training.
  • MAX Settings Information Moved to Database
When an agent customizes MAX settings, that information is logged in a database. Custom settings are retained if an agent launches MAX from a different computer or clears their browser cache and cookies, thus adding flexibility for the agent.
  • Phone Contact View with Multiple Calls
If MAX is displaying the Phone Bar (across the top of the interface) and the agent adds additional parties, the call interface switches tothe Phone workspace view to enable full call handling controls for the multi-party call.
  • Cancel an Active Commitment
Agents can cancel commitments that are actively being offered to dial. For example, if a commitment was created for the agent to call Contact A, but Contact A already called in before the commitment time, the agent can cancel the commitment when it is offered to call.
  • Search Field for Secondary Disposition
When dispositioning a contact, agents can search for secondary dispositions with a new search field, resulting in faster handling times.
  • Transfer Email Draft Content for OSH
Agents configured to use omnichannel session handling (OSH) can author a partial email response, then transfer the draft to another agent to complete. This fosters collaboration between agents and results in faster response times. This capability was already available for agents using single-channel handling.
  • Actionable In-App Notifications from WFO Enterprise
MAX supports the ability to provide clickable buttons within notifications from Enterprise WFO, increasing speed and convenience for agents. For example, an agent may receive the notification “You changed your email, do you want to reset your password?” with a clickable button to reset the password.
OMNICHANNEL SESSION HANDLING
  • OSH Contacts Retain Priority after Timeout or Refusal
When a contact re-enters the queue due to agent refusal or inaction, the contact no longer re-enters the queue at the bottom by default. The contact instead enters the queue in the priority order that existed prior to the timeout or refusal and keeps the original contact ID.
PERSONAL CONNECTION
  • Multiple Dialer Trunk Groups
Personal Connection supports multiple dialer trunk groups for a single business unit. If you have multiple dialer trunk groups (outbound telecom routes) defined for your business unit, you can define the trunk group that each skill uses. This allows you greater control over how outbound traffic is routed in your network, which can help support campaign-specific needs so you can choose the route with the lowest cost for each campaign. For example, in situations where one skill needs a third-party product that charges based on traffic volume, you can divert network traffic so that only that skill's traffic is routed to the third-party product instead of having all traffic routed to that product.
  • Agents Can Suppress Ringing
Administrators can define a setting in the Agent Settings on an agent-by-agent basis to suppress the ringing sound the agents hears before a call is answered. When this setting is enabled, the call audio does not connect to the agent until it is answered. This provides a better agent experience for agents who want to avoid hearing the ringing sound before the call is answered.
  • Reports Updated to Include Agent ID
A new field, OriginalTargetAgentID, has been added to the Attempts Detail report (in the Outbound Report Store) and the List Inventory - All Attempts report (in Data Download). This field provides the ID of the agent a call was originally delivered to. This helps make research around which agent participated in conversation detection easier and faster.
  • Added API Call to Remove Prospective Contacts from Calling List
You can delete individual records from a calling list source using an API call. When integrating through APIs, this provides an easier alternative to using the Studio action that currently provides this function.
  • Calling Lists Support all Languages in UTF-8 Format
Calling lists support all languages that are included in UTF-8 format. This certifies support for international deployment.
QUALITY MANAGEMENT ENTERPRISE
  • Support for Chrome
QM Enterprise now supports Chrome. To use Chrome, you need to install an extension that allows a tab to emulate Internet Explorer. The extension must be installed for every browser that will use QM Enterprise, and can be downloaded from the Google Chrome Web Store or from the vendor that produces the extension, Blackfish Software.
REPORTING AND DASHBOARDS
  • New Callback Widget
The Callback widget displays daily callback statistics in real time. Users can see a holistic view of their callback queue including those that are inqueue, completed, and failed.
  • Feature Toggling for the List Agent Report
Users can disable or enable the Agent Zoom feature in the List Agent widget based on preference.
  • Custom Reporting Enhancements
In the Fields tab for custom reporting, users can now change the Model field without losing already selected attributes and metrics. Additionally, a search box has been added for finding specific attributes or metrics.
  • Dashboard Deletion
Dashboard permissions include the ability to delete dashboards created by other users. This allows supervisors to clean up abandoned dashboards and generally clean up the workspace.
STUDIO
  • Absolute Path Reference for Actions
Historically, an action could only reference other actions if the other action was in a script that was saved in the same parent folder. For example, actions like Runsub and Runscript could not reference an “uncle” or “aunt” folder, only parent folders. Now, actions can reference the exact path of another script, providing the ability to reference “uncle/aunt” folders. This enables organizations to create more logical and organized folder structures for scripts.
  • Script API Enhancement
To enhance programmatic scripting options, the open/save script APIs were expanded to include search functionality. Users can search a business unit for a specific script.
  • DB Connector Authentication Update
DB Connector supports OpenID Connect, a highly-secure connectivity option which allows multi-factor authentication (MFA) support. This enables FedRAMP organizations to use DB Connector.
  • Nuance ASR Engine Update
The Nuance automatic speech recognition (ASR) engine has been upgraded from 9.0 to 10.5, which offers improved accuracy, additional customization, and Nuance support. Over the past year, you've had the option to upgrade your IVR applications to the new ASR engine - which entails updating confidence values of ASR Studio actions and potentially recompiling custom grammar files. If you haven't already updated the confidence values of your ASR actions for improved accuracy, NICE inContact will automatically update the values with the suggested defaults and point directly to the Nuance 10.5 ASR engine. If your system uses custom grammar files, you must recompile the files with the 10.5 engine to make the files compatible. Instructions for updating your ASR settings can be found here.
WORKFORCE INTELLIGENCE
  • Improved Refresh Rate for Some Metrics
The Longest Wait Time and Queue Size Intraday metrics refresh once per minute instead of once every five minutes. This allows WFI to execute associated rules faster, decreasing buffer time and reducing lag.
WFM ENTERPRISE - 7.2 UPGRADE
For more information regarding these features, see the expanded release notes.
  • New Add-on Product Introduction- AI Forecasting
The AI Forecasting add-on for WFM Enterprise is a purchasable module that contains additional forecast models, including Box-Jenkins ARIMA, Exponential Smoothing, Multilinear Seasonal Regression, and Best Pick.
These new models may be used with most of the existing automatic forecast adjustment factors, such as including extreme values, week of month seasonal cycles, and week of year seasonal cycles.
  • CSV Exports for Reports
Users can now export most WFM Enterprise reports to .csv format for further manipulation of data and analysis outside of the platform.
  • GDPR Compliance
A GDPR compliance option is now available for WFM Enterprise. This feature limits the collection and storage of personal data in accordance with the GDPR standard. The GDPR standard includes provisions for security considerations, data minimization, data deletion, consent management, breach notification, and more.

Fixed & Known Issues

SUMMER 2020 FIXED ISSUES
ACD
  • Internal calls between agents would drop when cold transferred to an external number
  • Some emails and calls wouldn’t route to agents following an update. 
  • Some calls that were blind transferred to an external number would drop.
  • Published variables were sometimes removed when a chat was transferred.
  • Voicemails would sometimes get stuck and prevent voice calls from routing to agents.
  • Some users on the E1 cluster were kicked off and couldn’t log back in.
Admin
  • A new user could be created with NULL in the auto-parked email custom value. This sometimes resulted in behaviors such as default auto-parked email values being ignored and the NULL values switching to 1 or 25. 
  • On business units with a large number of users, clicking the Download Existing Users button would result in the file generation timing out and the downloaded .CSV file being blank. 
  • On business units with a large number of files, attempting to open Script Schedules would result in an error. 
  • Changes made to OSH settings for a team wouldn’t save. 
  • Some tenants in North America were being directed to the wrong NICE inContact phone number. 
  • The skill assignment list was not always updating when downloading, changing, and then reuploading the list.
  • The customizable tenant timeout setting was not visible for some customers. 
  • User impersonation was not working in FedRAMP environments. 
  • The ACD Business Unit tab was showing an invalid link to the Teams screen. 
  • The when selecting an option in the Show drop-down box in the File Retrieval window, no records would display.
API
  • For some clusters, GET /agents returned a 409 Unauthorized error for versions 17 and 18.
MAX
  • MAX was not properly enforcing the minimum/maximum number of parties that an agent can conference, which is determined by the Maximum Number of Conference Parties (including Agent) setting in the ACD Configuration settings.
  • When you configured multiple URLs for MAX in a Studio script by aligning multiple RunApps on an OnAnswer branch, and an agent answered in MAX with custom workspaces turned off, the URLs opened in the same tab, one after another.
Personal Connection (PC)
  • The callback time column in a calling list generated by agent-scheduled callbacks wasn’t labeled to reflect that all times are in GMT.
  • The Preview Required Default Action setting overrode the Compliance Required Default Action for records marked as compliance required.
  • Sometimes when an agent was already logged in to a CRM and then logged in to MAX and entered a dialer skill, the pop-out prompted the agent to log in to the CRM again. 
Reporting
  • Removed the obsolete QM 1.0 fields from the Contact History report. 
  • The unused Search permission was visible in the reporting section of Security Profiles.
  • The Other State Statistics dashboard widget would sometimes report the number of contacts incorrectly.
  • Attempting to drill down in the ASR Tuning Report often resulted in an error message: “An error occurred while communicating with the server.”
  • The SLA widget wouldn’t update data. 
  • The Agent List widget wouldn’t display agent data when filtered by skill. 
  • The Agentless Outbound report in the Outbound Report Store was timing out when pulling a lot of data. 
  • Some of the columns were showing errors or blank results in the Outbound Agent Performance report from the Outbound Report Store. 
  • Running the List of Agents All data download report returned an error instead of running the report. 
  • An extra day was being included when using the Previous Month filter in Custom reporting. 
  • The Contact Detail report in the Outbound Report Store was missing the Caller ID Used column. 
Security and Compliance
The authentication APIs weren't always preventing a user from logging in without using Multi-factor Authentication if enabled.
Studio
  • Traces were not including the Time field. 
  • A time out error would sometimes occur when launching Studio.
  • When a call was passed through the AA_BusUnitAuthentication script, it would intermittently return an error message. 
Supervisor
  • When a supervisor clicked on an employee and scrolled down to get more information, partway through scrolling, the window would refresh and go back to the top of the page. 
  • When switching dates to look at agent states on a given day, sometimes the agent states didn't update to the selected date.
Cloud Storage Services
  • Some recordings couldn’t be pulled via the Contact History Report or via FTP. 
  • When clicking on Download File to retrieve a file from long-term storage, sometimes the browser would open to a blank video file instead of downloading the file. 
Workforce Intelligence
  • In some cases, Workforce Intelligence rules were no longer being checked.
AGENT FOR SALESFORCE V14.1 FIXED ISSUES
Improved Refresh Rate for Some Metrics
  • Agent for Salesforce v13.0 was not loading within Internet Explorer version 11.
  • The ScreenpopURL field was not accepting the extension screenpop type. 
  • The footer on the Agent for Salesforce was missing in Firefox browser. 
  • The RunApp Studio action was not available for the Fully Integrated Lightning Experience.
AGENT FOR SALESFORCE V14.0 FIXED ISSUES
  • Agent for Salesforce v13.0 was not loading within Internet Explorer version 11.
  • The ScreenpopURL field was not accepting the extension screenpop type. 
  • The footer on the Agent for Salesforce was missing in Firefox browser. 
  • The RunApp Studio action was not available for the Fully Integrated Lightning Experience.
INVIEW™ FOR RINGCENTRAL CONTACT CENTER
May Fixed Issues
Resolved Tickets:
  • When migrating legacy dashboards to new dashboards, some custom module names were being replaced with the default module name.
  • Some dashboard modules were not updating data when selecting a different date range.
  • Inactive users would sometimes display on shared dashboards.
  • The Leaderboard module would sometimes not apply the selected filters. 
  • Some objectives on gauges with percentage metrics were not displaying correctly.
  • Some KPI modules would continue to resize on a shared dashboard, causing the Publish prompt to always display.
  • Some objectives were showing the incorrect direction on gauge modules. 
  • Allowed some companies to access the YTD date range.
  • Some skills were not displaying when filtering by rec groups.
  • Added an empty selection on survey forms to assist users wanting to view a previously created form.
Dashboard Fixes:
  • Updated several module previews.
  • Several number columns were not displaying correctly.
  • Several migrated dashboards were allowing trailing white space, which would make part of the dashboard name not display.
  • Added the ability to view integrations and personas for system templates.
  • Several modules' data would not auto-refresh.
  • Data for several objectives was not loading if the module was using group filters.
Gamification Fixes:
  • An issue led to widgets not loading on times.
General Fixes:
  • Several widgets were displaying before fully loading, causing the widget to error.
  • Several groups were not using the correct upper case.
  • When creating a role, the role would not save if it was not selected upon saving.
KNOWN ISSUES
ACD
  • In Cloud Storage Services, when triggering the WRITEFILE action, information is intermittently not correctly added to the existing file.
  • For the email channel, an email transcript is not logged for incoming email contacts that are immediately parked.
  • Files uploaded to an SFTP server get truncated if they are over 1 MB in size.
  • Users are receiving a platform error when uploading address books larger than three thousand entries.
MAX
  • The return email address gets stripped from the preview when receiving emails in MAX.
  • Email contacts can intermittently be assigned an invalid status, Hold, resulting in the email contact getting stuck open.
Personal Connection
  • Agents using Personal Connection with integrated softphone can get stuck in a Working state if they are using a skill with priority-based blending configured.
  • Rarely contacts will temporarily stop queuing even though there are still leads in the queue
  • The email received from Personal Connection after uploading a list contains an invalid link.
Reporting
  • The Incoming column in the Campaign Summary by Campaign report contains some minor value discrepancies.
  • In the Contact History report, intermittently the detail page is missing some of the data.
  • Using the OR function in the filters section of custom reporting only applies a single filter instead of considering all of the set filters.
  • The outbound AHT calculation in the Agent Snapshot report is reporting incompletely.
  • In the pre-built report, Agent Unavailable Time, the Unavailable Email agent status can show inaccurate data if the agent switches to another status and then back to Unavailable Email.
  • Parked email contacts are not searchable in the Contact History report.
Studio
  • The Getemail and Fileexist actions in Studio return an error indicating that the email files are missing.
  • The Hours action does not accept AUS Eastern Standard Time (AEST) when the value is assigned by a snippet.
  • The Onreskill event is not triggering when a call contact is reskilled.
  • Some calls are not being recorded using the Logcall action.
Supervisor
Intermittently, when trying to monitor an agent using Supervisor View, the application gives the error, "Uh Oh, the selected agent could not be monitored because they are not handling a call.
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