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Release Notes > Contact Center User Hub > 2024-2 Release

Release Notes

RingCentral Contact Center User Hub | 2024-2 Release

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

Coming Soon in the 24.2 Release – User Hub

This page shows the products and features currently planned for the 24.2 release cycle, which begins on 21 May 2024 and ends on 25 July 2024. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle, but you will have them all by 25 July 2024.

The online help continues to reflect the previous version of the product being used by most customers. Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.

Customer Request

The feature was developed by customer request.

UI Change

The feature introduces 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 CXone Account Representative.

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.

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

Global Changes

User Account Switching

Currently, if you have multiple CXone accounts, the only way to switch between them is to log out and back in again with the other account. In this release, you will be able to define a primary account and then have your secondary accounts linked to it. This update will allow you to switch between your accounts without having to log out and back in again. You will have to log in to your primary account before you can switch between your primary and secondary accounts.

Customer Request

✖

UI Change

✓

Availability

On toggle

Removed Applications and Features

Preferred Agent Settings Removed from Digital Experience Routing Page

The Preferred agent - Route to preferred agent, Preferred agent - Fallback time, and lock settings will be removed from the Digital Experience Routing page. The settings will instead appear on the ACD skill settings page for digital skills only. This will allow you to configure the settings on a per-channel basis instead of using one setting for the whole organization.

For more details about this feature, select the ACD filter on the top right.

Customer Request

✓

UI Change

✓

Availability

On toggle

Reports Tab Removed from Digital Portal

The Reports tab in the Digital portal will be removed. It will no longer be available for new customers. CXone Dashboard will become the source for digital reporting. This will make it simpler to access digital reporting data.

Customer Request

✖

UI Change

✓

Availability

On deploy

End of Support for WeChat Messaging Channels in Digital Experience

Starting April 30, 2024, Contact Center will no longer support direct integration for WeChat messaging channels. However, you will be able to use Bring Your Own Channel (BYOC) to integrate WeChat with Contact Center through our partner.

Customer Request

✖

UI Change

✖

Availability

On deploy

Google Cookie Deprecation

Google will deprecate their third-party cookies by the end of 2024. Because of this, you may see issues in your Agent for SCV screen pops. To prevent issues from Google's cookie deprecation, you will need to enable clickjack protection in your Salesforce application. You will also have to add two URLs as trusted domains. This update will also help protect you from clickjack attacks.

For more details about clickjack protection, select the Agent for SCV filter on the top right.

Customer Request

✓

UI Change

✖

Availability

On deploy

New Applications

Interactions Hub

CXone Interactions Hub will provide a centralized application that simplifies contact center compliance and risk management. It will use analytics and automated workflows to identify and mitigate compliance risks.

This application will secure adherence to evolving regulatory standards and will also enhance customer experience. It will do this by unifying interactions across audio and digital channels into one seamless solution. Interactions Hub will support native and migrated calls.

The Risk Detection board in the Interactions Hub will proactively scan the Contact Center environment, identifying PCI risks. These risks will be shown on the dashboard, allowing you to start deleting interactions immediately or to create a Deletion policy that will include the identified interactions.

By creating policies in the Interactions Hub, you will gain control over your contact center compliance management. You will configure data policies to automatically deal with known risks or those flagged by Interactions Hub in the Risk Detection board. This release will include Deletion, Litigation Hold and Litigation Release policies.

Whether it’s compliance adherence or internal guidelines, the Interactions Hub will ensure consistent and efficient risk mitigation.

Customer Request

✓

UI Change

✓

Availability

On toggle

Migrated Calls

Migrated Calls will allow you to seamlessly migrate historical call data (users, metadata, media) from various sources into the Contact Center platform. This will simplify data management by consolidating all calls in a single platform, enhance user experience, allow decommissioning of on-premises infrastructure, and promote business continuity.

After the migration is complete, you will be able to:

Search and play back migrated calls from Migrated Interactions in the Interactions application. If you’re part of the Interactions Hub CR group, you’ll find the Interactions Search application under the Interactions Hub.
Manage migrated calls using NICE CXone recording applications.

The following systems will be supported in this release:

NICE Legacy Systems: Playback Portal Generic DB, Uptivity
External Recording Systems: Verint, Genesys, Calabrio, Witness, Red Box, Avaya

Customer Request

✓

UI Change

✓

Availability

On toggle

Enlighten Copilot for Supervisors

Enlighten Copilot for Supervisors, an AI-driven tool for supervisors, will provide you insights and context into critical real-time issues. It will enable you to prioritize real-time tasks and guide you to make informed and data-driven decisions.

In this release, Enlighten Copilot for Supervisors will include:

Urgent assist alerts: You will be instantly notified when any urgent situation requires your immediate assistance.
Insights for negative sentiment alerts: You will gain insights into the underlying reason for the negative sentiment, along with a summary of the ongoing call. These insights will provide a context and help you drive effective monitoring assistance.

These features will only be supported for voice contacts.

Customer Request

✖

UI Change

✓

Availability

On toggle

ACD

Preferred Agent Settings in Digital Experience Skills

Currently, you use the Digital Experience Routing page to set preferred agent settings for all Digital Experience interactions in your organization. In this release, you will set the preferred agent routing settings in the ACD Skills page. This will allow you to select a different routing method for each Digital Experience skill instead of having one setting for your whole organization.

The Preferred agent - Route to preferred agent, Preferred agent - Fallback time, and lock settings will be transitioned from the Digital Experience Routing page. For Digital Experience skills only, the ACD skill settings page will include these Evaluation Criteria options:

Skill Proficiency: Routing decisions favor agents with higher proficiency levels in the channel.
Preferred Agent: Routing decisions favor the agent who last handled the same case or the same customer.

If you choose Preferred Agent, you enable these fields:

Focus Metric: Whether to prefer the agent last assigned Per Case or Per Customer.
Focus Lock: Whether to wait for the preferred agent When Offline or only When Available.
Fallback Time: The number of minutes to wait for the preferred agent before routing to another agent.

Your existing Digital Experience skills will continue to use your previous organization-level settings. However, you will be able to edit the new routing settings for those skills as needed.

You must have dynamic delivery enabled to use this feature.

Customer Request

✓

UI Change

✓

Availability

On toggle

Improved Performance of Advanced Routing

The ACD will be able to remove invalid interactions from the contact matching system. This will decrease the risk of downtime. It will also improve the stability and scalability of contact matching.

Customer Request

✓

UI Change

✖

Availability

On deploy

Admin

Update Inactive Employee Records with the Bulk Upload Portal

Currently, you can only change the status of inactive employee records manually on the Employees page. In this release, you will be able to download inactive employee records with the Bulk Upload Portal. The inactive records will download with all other active and pending employee records. Inactive records will be listed as Inactive in the Status column of the file. When you edit these records and then upload in the Bulk Upload Portal, it will update the records in Contact Center. This update will allow you to activate and edit inactive employee records in bulk.

Customer Request

✓

UI Change

✓

Availability

On toggle

Set Up Single Logout with OpenID Connect Login Authenticators

Currently, logging out of CXone does not log users out of their OpenID Connect external identity provider (IdP). Users have to log out of both applications separately. In this release, when users log out of CXone, they will also be logged out of their IdP. This functionality is known as single logout. To configure single logout with your IdP, you will have to enter an End Session Endpoint in your OpenID Connect login authenticator. This field will automatically be filled in if you enter a discovery endpoint from your IdP. If you do not have a discovery endpoint, then you can edit the field manually. This update will make it easier for users to log out of CXone and their IdP.

Customer Request

✓

UI Change

✓

Availability

On toggle

Upload GDPR Requests in a New Privacy Page

As part of the EU's General Data Protection Regulation (GDPR), end users have the right to erasure. This means if a contact requests that you delete their data, you have to delete or anonymize all their personal information. This includes the information housed in CXone. Currently, to erase their information , you have to manually forward their request to CXone. In this release, you will be able to upload these GDPR requests on a new privacy page in Admin. You will be able to upload the requests manually on the privacy page or in bulk with a bulk upload template. CXone will only be able to identify your contact through their phone number or email address. This update will make it easier to comply with the GDPR.

Customer Request

✖

UI Change

✓

Availability

On toggle

Global Settings Permission for CXone Supervisor

A new permission, Global Settings, will be added under Supervisor > General Permissions. When enabled, you will be able to view the Settings page and edit the global settings.

Enabling the options under the Global tab in the Settings page will notify agents upon the supervisor's actions.

For more details about this feature, select the CXone Supervisor filter on the top right.

Customer Request

✓

UI Change

✓

Availability

On toggle

CXone Agent

Support for Enlighten Copilot for Agents in PWA

Enlighten Copilot for Agents is an AI-powered agent assist application. It generates interaction summaries, suggests responses agents can send to contacts, and more. Currently, Copilot for Agents is only available in the browser version of CXone Agent and CXone Agent Embedded for Salesforce. In this release, it will also be available in the CXone Agent progressive web app (PWA).

Customer Request

✖

UI Change

✖

Availability

On deploy

Automated Language Translation

Agents will be able to send and receive translated messages in real time. This will enable them to interact with contacts who speak a different language.

Customer Request

✖

UI Change

✓

Availability

On deploy

Co-Browse

Agents will be able to share browser sessions with contacts. This will enable them to share information faster.

Customer Request

✖

UI Change

✓

Availability

On deploy

Preview Interactions

When agents click a digital interaction in Search, it will open as a preview. Previews will also open from the Contact History section of the Customer Card. In these previews, agents will be able to review and reply to the interaction without it being assigned to them.

Customer Request

✖

UI Change

✓

Availability

On deploy

Enhancements to Search

The following changes will be made to the Search page in CXone Agent:

Bulk Assign: Agents will be able to assign up to five interactions at a time to themselves or another agent.
Bulk Reply: Agents will be able to send the same reply to multiple contacts at once.
Bulk Status Change: Agents will be able to change the status of multiple interactions at once.
Customers Tab: On this new tab, agents will be able to search for specific contacts.
Messages Tab: On this new tab, agents will be able to search for specific messages.
Threads Tab: On this new tab, agents will be able to search for specific threads.
Additional Queries: New queries will be added to the drop-down on the left side of the search bar. These queries will allow you to filter the search results by:
- Owner Assignee
- Inbox Assignee
- Thread ID
- Title
- Status
- Author
- Custom Field
Apply Multiple Filters: Agents will be able to select multiple Filters to apply to the search.
Export Results: Agents will be able to export their search results as a file sent to their email address.

Customer Request

✓

UI Change

✓

Availability

On deploy

Download Email Transcripts

Agents will be able to download the full transcript of an email interaction as a PDF. It will not include attachments. This will be supported for:

Chrome, Edge, and Island browsers.
ChromeOS, macOS, and Windows operating systems.

Customer Request

✓

UI Change

✓

Availability

On deploy

Email Interaction Transcripts to Contacts

Agents will be able to send the full transcript of an interaction to a contact's email address. This will apply only to private digital channels.

Customer Request

✓

UI Change

✓

Availability

On deploy

Enhancements to the CRM Integration Experience

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

Data Memorialization for Interaction Transcripts: You will be able to map the full transcription of a digital interaction to a field in the CRM record.
CRM Record Preserved During Transfer: When an interaction is transferred, the receiving agent will see the information gathered in the CRM record during the contact's time with the previous agent. This will apply to voice and digital interactions.
Add Information to Binded Fields: Currently, binded fields in CRM records are only populated by search results or a list of options. In this release, you will be able to configure a workflow payload to add hard-coded information to a binded field.
Support for Workflow Action Wizards in CXone Studio: The wizards for the WORKFLOW EXECUTE action and AGENT WORKFLOW CONFIGURATION action will be supported in CXone Studio.

Customer Request

✓

UI Change

✖

Availability

On deploy

Chat Fingerprint

When a digital chat is open, information about the contact's device will be available at the top of the interaction space under View Details. This information is called the chat fingerprint. It includes:

OS (operating system)
Browser
Language
IP address
Location
Country

Customer Request

✖

UI Change

✓

Availability

On deploy

Support for Digital Forms

CXone Agent will display the contact (case) forms you configure in Contact Center. They will display at the top of the interaction space under View Details.

Customer Request

✖

UI Change

✓

Availability

On deploy

Interaction Activity Section in Customer Card

A new section called Interaction Activity will be added to the customer card. It will list the statuses and agents that were assigned to the interaction in the past.

Customer Request

✖

UI Change

✓

Availability

On deploy

Support for Interaction-Segment-Based Views

CXone Agent will restrict agents' access to interactions based on the interaction-segment-based views you create in Contact Center. Agents will only see interactions for the teams and skills you select in the view.

Customer Request

✖

UI Change

✖

Availability

On deploy

UI and UX Improvements

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

Download All Attachments: Agents will be able to select the option to Download all attachments from an email.
Rich Text Editor: A new text editor will allow agents to format the body of a message. They will be able to change font size and color, add tables, and insert inline images.
Horizontal Scroll Bar for Emails: Email responses will no longer be wrapped. A horizontal scroll bar will appear at the bottom.

Customer Request

✓

UI Change

✓

Availability

On deploy

Support for WatchRTC SDK

You will be able to enable the WatchRTC SDK for CXone Agent. The WatchRTC SDK reports agents' audio quality. It identifies issues and possible solutions.

For more details about this feature, select the Partner Applications filter on the top right and scroll down to Voice Quality Metrics.

Customer Request

✖

UI Change

✖

Availability

On deploy

Request Coaching

Agents will be able to access and request coaching sessions from the WEM agent space in CXone Agent.

Customer Request

✖

UI Change

✓

Availability

On toggle

Agent Assist Hub

Custom Agent Assist Integrations

Currently, Agent Assist Hub custom integrations are in controlled release. In this release, they will become generally available.

Custom agent assist integrations allow you to use any agent assist application with Contact Center. This is helpful for organizations that use an agent assist application that isn't natively supported in Agent Assist Hub. Custom integrations require additional planning and custom scripting.

Customer Request

✖

UI Change

✖

Availability

On toggle

CXone Agent Embedded

Bi-Directional Presence Sync in Salesforce

You will be able to set up bi-directional presence sync for CXone Agent Embedded for Salesforce and the Omni-Channel widget. When the agent's state changes in one of these apps, it will change in the other.

Customer Request

✓

UI Change

✓

Availability

On deploy

Support for Enlighten Copilot for Agents in PWA

Enlighten Copilot for Agents is an AI-powered agent assist application. It generates interaction summaries, suggests responses agents can send to contacts, and more. Currently, Copilot for Agents is only available in CXone Agent and CXone Agent Embedded for Salesforce. In this release, it will also be available in CXone Agent Embedded for HubSpot, Kustomer, Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.

Customer Request

✖

UI Change

✖

Availability

On deploy

Automated Language Translation

Agents will be able to send and receive translated messages in real time. This will enable them to interact with contacts who speak a different language.

Customer Request

✖

UI Change

✓

Availability

On deploy

Co-Browse

Agents will be able to share browser sessions with contacts. This will enable them to share information faster.

Customer Request

✖

UI Change

✓

Availability

On deploy

Preview Interactions

Customer Request

✖

UI Change

✓

Availability

On deploy

Enhancements to Search

The following changes will be made to the Search page in CXone Agent:

Bulk Assign: Agents will be able to assign up to five interactions at a time to themselves or another agent.
Bulk Reply: Agents will be able to send the same reply to multiple contacts at once.
Bulk Status Change: Agents will be able to change the status of multiple interactions at once.
Customers Tab: On this new tab, agents will be able to search for specific contacts.
Messages Tab: On this new tab, agents will be able to search for specific messages.
Threads Tab: On this new tab, agents will be able to search for specific threads.
Additional Queries: New queries will be added to the drop-down on the left side of the search bar. These queries will allow you to filter the search results by:
- Owner Assignee
- Inbox Assignee
- Thread ID
- Title
- Status
- Author
- Custom Field
Apply Multiple Filters: Agents will be able to select multiple Filters to apply to the search.
Export Results: Agents will be able to export their search results as a file sent to their email address.

Customer Request

✓

UI Change

✓

Availability

On deploy

Download Email Transcripts

Agents will be able to download the full transcript of an email interaction as a PDF. It will not include attachments. This will be supported for:

Chrome, Edge, and Island browsers.
ChromeOS, macOS, and Windows operating systems.

Customer Request

✓

UI Change

✓

Availability

On deploy

Email Interaction Transcripts to Contacts

Agents will be able to send the full transcript of an interaction to a contact's email address. This will apply only to private digital channels.

Customer Request

✓

UI Change

✓

Availability

On deploy

Enhancements to the CRM Integration Experience

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

Data Memorialization for Interaction Transcripts: You will be able to map the full transcription of a digital interaction to a field in the CRM record.
CRM Record Preserved During Transfer: When an interaction is transferred, the receiving agent will see the information gathered in the CRM record during the contact's time with the previous agent. This will apply to voice and digital interactions.
Add Information to Binded Fields: Currently, binded fields in CRM records are only populated by search results or a list of options. In this release, you will be able to configure a workflow payload to add hard-coded information to a binded field.
Support for Workflow Action Wizards in CXone Studio: The wizards for the WORKFLOW EXECUTE action and AGENT WORKFLOW CONFIGURATION action will be supported in CXone Studio.

Customer Request

✓

UI Change

✖

Availability

On deploy

Chat Fingerprint

OS (operating system)
Browser
Language
IP address
Location
Country

Customer Request

✖

UI Change

✓

Availability

On deploy

Support for Digital Forms

CXone Agent will display the contact (case) forms you configure in Contact Center. They will display at the top of the interaction space under View Details.

Customer Request

✖

UI Change

✓

Availability

On deploy

Interaction Activity Section in Customer Card

A new section called Interaction Activity will be added to the customer card. It will list the statuses and agents that were assigned to the interaction in the past.

Customer Request

✖

UI Change

✓

Availability

On deploy

Support for Interaction-Segment-Based Views

Customer Request

✖

UI Change

✖

Availability

On deploy

UI and UX Improvements

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

Download All Attachments: Agents will be able to select the option to Download all attachments from an email.
Rich Text Editor: A new text editor will allow agents to format the body of a message. They will be able to change font size and color, add tables, and insert inline images.
Horizontal Scroll Bar for Emails: Email responses will no longer be wrapped. A horizontal scroll bar will appear at the bottom.

Customer Request

✓

UI Change

✓

Availability

On deploy

Support for WatchRTC SDK

You will be able to enable the WatchRTC SDK for CXone Agent. The WatchRTC SDK reports agents' audio quality. It identifies issues and possible solutions.

For more details about this feature, select the Partner Applications filter on the top right and scroll down to Voice Quality Metrics.

Customer Request

✖

UI Change

✖

Availability

On deploy

Request Coaching

Agents will be able to access and request coaching sessions from the WEM agent space in CXone Agent.

Customer Request

✖

UI Change

✓

Availability

On toggle

CXone Agent for Microsoft Teams

Support for Enlighten Copilot for Agents

Enlighten Copilot for Agents is an AI-powered agent assist application. It generates interaction summaries, suggests responses agents can send to contacts, and more. Currently, Copilot for Agents is only available in CXone Agent and CXone Agent Embedded for Salesforce. In this release, it will also be available in CXone Agent for Microsoft Teams.

Customer Request

✖

UI Change

✖

Availability

On deploy

Automated Language Translation

Agents will be able to send and receive translated messages in real time. This will enable them to interact with contacts who speak a different language.

Customer Request

✖

UI Change

✓

Availability

On deploy

Co-Browse

Agents will be able to share browser sessions with contacts. This will enable them to share information faster.

Customer Request

✖

UI Change

✓

Availability

On deploy

Preview Interactions

Customer Request

✖

UI Change

✓

Availability

On deploy

Enhancements to Search

The following changes will be made to the Search page in CXone Agent:

Bulk Assign: Agents will be able to assign up to five interactions at a time to themselves or another agent.
Bulk Reply: Agents will be able to send the same reply to multiple contacts at once.
Bulk Status Change: Agents will be able to change the status of multiple interactions at once.
Customers Tab: On this new tab, agents will be able to search for specific contacts.
Messages Tab: On this new tab, agents will be able to search for specific messages.
Threads Tab: On this new tab, agents will be able to search for specific threads.
Additional Queries: New queries will be added to the drop-down on the left side of the search bar. These queries will allow you to filter the search results by:
- Owner Assignee
- Inbox Assignee
- Thread ID
- Title
- Status
- Author
- Custom Field
Apply Multiple Filters: Agents will be able to select multiple Filters to apply to the search.
Export Results: Agents will be able to export their search results as a file sent to their email address.

Customer Request

✓

UI Change

✓

Availability

On deploy

Download Email Transcripts

Agents will be able to download the full transcript of an email interaction as a PDF. It will not include attachments. This will be supported for:

Chrome, Edge, and Island browsers.
ChromeOS, macOS, and Windows operating systems.

Customer Request

✓

UI Change

✓

Availability

On deploy

Email Interaction Transcripts to Contacts

Agents will be able to send the full transcript of an interaction to a contact's email address. This will apply only to private digital channels.

Customer Request

✓

UI Change

✓

Availability

On deploy

Chat Fingerprint

OS (operating system)
Browser
Language
IP address
Location
Country

Customer Request

✖

UI Change

✓

Availability

On deploy

Support for Digital Forms

CXone Agent will display the contact (case) forms you configure in Contact Center. They will display at the top of the interaction space under View Details.

Customer Request

✖

UI Change

✓

Availability

On deploy

Interaction Activity Section in Customer Card

A new section called Interaction Activity will be added to the customer card. It will list the statuses and agents that were assigned to the interaction in the past.

Customer Request

✖

UI Change

✓

Availability

On deploy

Support for Interaction-Segment-Based Views

Customer Request

✖

UI Change

✖

Availability

On deploy

UI and UX Improvements

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

Download All Attachments: Agents will be able to select the option to Download all attachments from an email.
Rich Text Editor: A new text editor will allow agents to format the body of a message. They will be able to change font size and color, add tables, and insert inline images.
Horizontal Scroll Bar for Emails: Email responses will no longer be wrapped. A horizontal scroll bar will appear at the bottom.

Customer Request

✓

UI Change

✓

Availability

On deploy

Support for WatchRTC SDK

You will be able to enable the WatchRTC SDK for CXone Agent. The WatchRTC SDK reports agents' audio quality. It identifies issues and possible solutions.

For more details about this feature, select the Partner Applications filter on the top right and scroll down to Voice Quality Metrics.

Customer Request

✖

UI Change

✖

Availability

On deploy

Request Coaching

Agents will be able to access and request coaching sessions from the WEM agent space in CXone Agent.

Customer Request

✖

UI Change

✓

Availability

On toggle