Release Notes > Contact Center User Hub
Release Notes

RingCentral Contact Center User Hub

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.
Release Date: Fall 2021

Coming Soon in Fall 2021

The following features are scheduled for the Fall 2021 release of RingCentral Contact Center. Users will be able to access these features, depending on their permissions and purchased applications, once their business unit has been updated. 
 
How to Use This Page
Each feature description includes a table that states whether the following details apply to it: 
Customer Request The feature was developed by customer request.
UI Change The feature introduces major user interface (UI) changes.
Future Enablement The feature will not be immediately available at release time but will be automatically enabled for you after the Fall 2021 release. If you have questions about the feature enablement process, contact your Contact Center Account Representative.
Features are subject to change between now and the final release date. 

Global and API Changes

Navigation Redesign
 
Navigation will be updated to a simpler, more intuitive navigation experience.
Customer Request X UI Change Future Enablement
API updates
 
The Contact Center API will be updated to provide improved usability for MAX and security. The updates will also address customer requests for updates to the reporting and address book features. 
  • PUT/POST Dynamic Address Book—Will provide a performance improvement for creating or updating address book entries in bulk.
  • GET /quick-replies—Will add a skillID filter to better truncate the response.
  • GET /agents/agentID/skills—Will add an optional filter for isAssignedSkillActive that will enable customers to filter responses for skills that are active just for the agent. 
  • GET /contacts/active—Will add an optional filter for contactID and search string to reduce the number of responses.
  • GET /points-of-contact—Will add a filter for mediaTypeID to reduce the number of responses.
Customer Request UI Change X Future Enablement X

ACD

User Visibility Restrictions Reflected in Skills Bulk Upload
 
The ACD skills bulk upload will support user visibility as configured with Views in the Admin module. You will be able to make changes related to visible users, but not to non-visible users.
Customer Request X UI Change X Future Enablement
Notes Tab in ACD Entities
 
A Notes tab will be added to a majority of ACD entities (separate from the Reporting and Admin applications). This will enable you to store any relevant information about specific records to refer to in the future.
Customer Request X UI Change Future Enablement X
Location Setting for ACD Users
 
Contact Center will support managing locations for users. Locations will allow you to identify the place that a user resides or is working from, different from actual address information. This functionality will also be added to the ACD user bulk upload.
Customer Request X UI Change Future Enablement
Ability to Rename ACD User Custom Fields
 
You will be able to change the names of the five custom fields available in the ACD User profiles from their default names of Custom 1, Custom 2, and so forth.
Customer Request X UI Change Future Enablement
Non-Functional Team and User Deactivation
 
The default user named Administrator will be deactivated from ACD Users. Additionally, the default team named Admin will be deactivated in the ACD backend database if there are no users assigned to it. No negative impacts should occur as a result of this change.
Customer Request X UI Change Future Enablement

Admin

User Assignment Permissions
 
Currently, the Skills Edit permission controls the configuration of a skill’s behavior and the ability to perform skill user assignments. These permissions will be split out to allow skill user assignments to have their own permission.
Customer Request UI Change X Future Enablement
Control Visibility of Interactions Based on Skills
 
You will be able to control the visibility of interactions by skills using Views. Up until now, you have been able to control the visibility of interactions by teams using Views. With this release, you will be able to use Views to limit the interactions that an employee can see based on skills.
Customer Request X
UI Change Future Enablement
Control Visibility of Users Based on Scheduling Units
 
You will be able to control the visibility of users by scheduling units using Views. Up until now, you have been able to control the visibility of users by teams using Views. With this release, you will be able to use Views to limit the users that an employee can see based on scheduling units.
Customer Request X UI Change Future Enablement
Support and Download URL Update
 
You will be directed to a new service page for Supports and Downloads. This page will be accessed through the Profile menu and will be located at https://downloads.incontact.com.
Customer Request X UI Change X Future Enablement X
Move Hierarchy Node with Child Nodes to New Parent
 
In a hierarchy, if a scheduling unit node has a network assigned to it, you will be able to move it under another parent by using Add Child. The node will be added as a child node to the new parent along with its set of child nodes.
Customer Request X UI Change X Future Enablement
Default Team Will Display on Teams Page
 
You will be able to edit the Default Team that will display at the top of the Teams page.
Customer Request X UI Change X Future Enablement
Bulk Upload and Download Enhancements
 
Bulk upload will be updated to include the following:
  • You will be notified with a bell notification when a download completes. You will be able to download the files from the activity tab.
  • The Employee Existing Records .CSV will include Employee Status as a column.
  • A single bulk upload file will support a maximum of 1,000 records. You will receive an error if you try to upload more than 1,000 employee records in one file.
Customer Request X UI Change X Future Enablement
New Permission for Agent Behavior Insights 
 
There will be new permission for new BI report: Agent Behavior Insights. This permission will be available as part of the new QM Premium license.
 
In Contact Center, go to Admin > Security > Roles and Permissions, the permission will be under Reporting > BI Reports > Agent Behavior Insights.
Customer Request X UI Change Future Enablement
Payroll API Permission 
 
There will be a new permission for WFM Payroll API. Using an API, you'll be able to extract payroll data from Contact Center for external reporting purposes.
 
In Contact Center, go to Admin > Security > Roles & Permissions, the permission will be under WFM > Data Extraction APIs > WFM Payroll API.
Customer Request X UI Change Future Enablement X
Create Commitments Permissions
 
A new permission will be available that hides the ability for an agent to create commitments. This will be configurable in Roles.
Customer Request UI Change Future Enablement X
911 Enhancements
 
911 enhancements will include:
  • An Emergency Call Default Callback Phone field in the Tenant. It will specify a callback phone number if a 911 call is disconnected prematurely. 
  • You will be able to view and edit full address information and other related emergency calling fields at the ACD user level (via either the Contact Center administration user interface or bulk upload).
  • You will be able to verify addresses for emergency calling purposes (supported by Contact Center administration user interface, but not bulk upload).
The verified address will be referenced to deliver 911 calls directly to the local Public-Safety Answering Point (PSAP) rather than routing it through the National Emergency Center first. This will enable quicker response times from local first responders and provide compliance with Ray Baum's Act. 
 
This feature will only be available in the United States.
Customer Request X UI Change Future Enablement X

Channels

New Channels
  • Microsoft Teams will be available as a messaging channel through Digital First Omnichannel. 
  • Slack will be available as a collaboration channel through Digital First Omnichannel. 
Customer Request X UI Change X Future Enablement X

Cloud Storage Services

Digital Attachments Storage
 
You will be able to store attachments from your digital interactions within Cloud Storage. These files will be accessed through Lifecycle Management Rules, File Retrieval, and Secure External Access (SEA).
Customer Request X UI Change X Future Enablement
Increase to 15 Rules Upon Request
 
Cloud Storage currently supports up to 10 rules per tenant. Soon, you will be able to request up to 15 rules per tenant.
Customer Request X UI Change X Future Enablement X
View Change History of Files
 
You will be able to view the change history of files. This information will be available in Tenant Management and Cloud Storage.
Customer Request X UI Change X Future Enablement

Digital First Omnichannel

Secure Public Form
 
Agents will be able to generate and send a form to a customer using a secure link. When the customer completes the form, the agent will receive a notification.
 
This functionality will need to be turned on by an administrator.
Customer Request X UI Change Future Enablement X
Cloud Storage for Digital File Attachments
 
Your organization's Digital First Omnichannel file attachments will be stored in the cloud. You will be able to configure life cycle rules for your organization's file attachments after the feature is enabled on your tenant. Only new file attachments that enter the system after the feature is enabled on your tenant will be stored in the cloud. File attachments will have a maximum size of 20 MB. This functionality will be billable. 
Customer Request X UI Change X Future Enablement
Auto Launch Studio Script Configuration Option on Channel
 
You will be able to configure your Digital First Omnichannel channels to launch a Contact Center Studio script when the channel receives a new inbound contact. You will be able to configure this feature on a per-channel basis and select from the available digital scripts. This will allow you to customize Digital First Omnichannel channels. For example, you could integrate with bots, deliver screen pops when the case is delivered to an agent, or save CRM data into the customer card. 
Customer Request X UI Change X Future Enablement X
Integrate Scripting into Live Chat and Chat Messaging Channels
 
You will be able to use a new Studio action, AskCaller, to integrate scripting into your Digital First Omnichannel live chat and chat messaging channels. This new AskCaller action is for digital script types and is separate from the existing AskCaller action for Chat script types. Digital scripts must be created and implemented by RingCentral. This will give you greater flexibility for your digital chat channels, allowing you to integrate these channels with Virtual Agent Hub or for an IVR selection experience. 
Customer Request X UI Change X Future Enablement X
Allow Agents Using MAX to Accept or Reject Contacts 
 
You will be able to configure Digital First Omnichannel so that your agents will be able to accept or reject interactions before the contact is assigned to them. You will be able to use the Present Agent with Accept/Reject checkbox at each queue and skill level to turn this on or off. If your organization allows your agents to accept or reject omnichannel contacts, this feature will allow you to give your agents the same choice when working with contacts in Digital First Omnichannel. 
Customer Request X UI Change Future Enablement X
Populate Enlighten AI Routing Data in Customer Card
 
If you use Enlighten AI Routing with Contact Center, Digital First Omnichannel customer cards will include data from Enlighten AI Routing. The data will be included in customer cards using Digital First Omnichannel custom fields that will automatically be created. . This feature will require that your organization also have Enlighten AI Routing. This will allow your agents to better serve your customers using the data provided to them from Enlighten. 
 
Agents will see a new field on their customer card to display data pulled from Enlighten AI Routing.
 
This will provide administrators and agents with details on how to better serve their customers.
Customer Request X UI Change Future Enablement X
Digital First Omnichannel Admin Portal Functions Moved to Contact Center
 
All Digital First Omnichannel administrator functions will be moved from the Digital First Omnichannel admin portal into the Contact Center platform. A new menu item will be added to the Contact Center ACD application for DFO. The following pages will be moving: 
Old Location New Location
Account > SLA  ACD > DFO > SLA
Account > Business Hours ACD > DFO > Hours of Operation
Account > Custom Fields ACD > DFO > Custom Fields
Routing > General ACD > DFO > Routing
Routing > Queues ACD > DFO > Routing Queues
Channels > All Channels ACD > DFO > Points of Contact Digital
Channels > Channel Integrations ACD > DFO > Bring Your Own Channel
Users > Roles ACD > DFO > Roles
Tags > Tags ACD > DFO > Tags
Knowledge Base > Quick Responses ACD > DFO > Quick Responses
Forms  ACD > DFO > Forms
Satisfaction Surveys > General ACD > DFO > Satisfaction Surveys
The Reports pages will not be moving. They will still be accessible from the Launch Digital menu in the upper right corner of the Contact Center platform for users with permissions to access them. 
Customer Request X UI Change Future Enablement X
Digital First Omnichannel Pages Show Pagination 
 
Digital First Omnichannel settings pages will be displayed in multiple shorter pages instead of a single long page. The bottom of each page will display pagination options to aid you in navigating between pages. This will allow the Digital First Omnichannel admin interface to be more user-friendly as your organization adds more agents. 
Customer Request X UI Change Future Enablement X
Email Service Connection with Digital First Omnichannel
 
A configuration in the email service will allow emails to route either via the existing ACD integration or the digital inbox. This configuration is at the tenant level and will work for both inbound and outbound emails.
Customer Request X UI Change X Future Enablement X
Secure Payment
 
You will be able to configure a Stripe account to enable agents to send payment requests to a customer. Once the customer has paid, the agent receives a notification. This will expand the options your organization has for collecting payments from your contacts. 
Customer Request X UI Change Future Enablement X
Appointment Scheduling
 
Your customers will have the ability to make reservations for appointments with your agents. You will be able to assign agents to services, then customers will make appointments based on the service they require. You will be able to determine availability of meetings by service type, meeting length, meeting day, and so on.
Customer Request X UI Change Future Enablement X
WhatsApp: Template Enhancements
 
WhatsApp messages will be able to include media, headers and footers, quick-reply buttons, and more formatting features.
Customer Request X UI Change X Future Enablement X
New Channel: Microsoft Teams
 
Digital First Omnichannel will support a new messaging channel, Microsoft Teams. This channel will allow customers to contact your organization via messaging from Teams. 
Customer Request X UI Change X Future Enablement X
New Channel: Slack
 
Digital First Omnichannel will support a new collaboration channel, Slack. This channel will allow customers to contact your organization via messaging from Slack.
Customer Request X UI Change X Future Enablement X
Digital First Omnichannel Chat Enhancements
 
The Fall 2021 release will introduce a number of chat channel enhancements for chats that are routed through the digital inbox. These include:
  • Chat window customization—You will be able to use custom CSS and Javascript when configuring the chat window to provide the look and feel that meets your business needs.
  • User tracking—A new tracking tool will enable you to collect data on customer behavior, as well as use CRM data to trigger actions like proactively starting a chat, launching pop-ups in an existing chat, and so on.
  • Proactive triggers and conditions—You will be able to configure custom triggers and conditions that govern when a chat is proactively offered to your web visitors. This can result in better conversion rates and CSAT for your site.
  • Personalized welcome messages—You will be able to create personalized messages that welcome a contact to initiate a chat from your proactive chat offering.
  • Custom HTML pop-ups—You will be able to use your own custom HTML to design proactive pop-ups that suggest a chat to web visitors. This will allow you to tailor the look and feel of your messaging to meet your company needs.
Customer Request X UI Change Future Enablement X

Feedback Management

These features are scheduled for release in October, 2021.
Send Email Invitations During Polling Windows
 
The survey polling window feature that's currently available for SMS and IVR will soon include email. You will be able to schedule a day and time for survey invitation emails to send based on rules you choose. The system checks the rules for each individual contact. For example, you can choose the best day and time to send an email to each contact based on their region.
This can help ensure contacts receive survey invitations when they are more likely to take a survey.
Customer Request UI Change Future Enablement X
Automated User Updates
 
Currently, you can upload user files to the application to update your users' settings. These settings include the user status, permissions, and hierarchical data access. Soon, you will be able to automate your bulk user updates by dropping the user file onto a server using SFTP.
 
You will also be able to use the SFTP user update file drop to change a user's role. Currently, the manual user file upload only allows you to add additional roles for users.
 
Currently, the manual user file upload only allows you to add more hierarchy nodes for users. With this release, you will be able to use keywords to update a user's hierarchy via file upload:
  • -96 will assign the hierarchy root node to a user.
  • -2 will remove all the hierarchy nodes assigned to a user.
Anything that was available in the manual upload feature, including these new keywords, will be available for the new SFTP drop.
Customer Request UI Change Future Enablement X
RingCentral Contact Center Look and Feel
 
Feedback Management will align to the RingCentral Contact Center styles. This provides your users who use other Contact Center applications with a unified experience. This update has no functional changes, but you will see a new color palette and new icons.
Customer Request X UI Change X Future Enablement
Right-to-Left Language Support for Modern Surveys
 
Recently, Feedback Management has offered a new, modern survey experience. Soon, modern surveys will support right-to-left languages. This includes Hebrew, Arabic, and Urdu. It will enable more users to use the modern surveys.
Customer Request UI Change X Future Enablement X

IEX WFM Integrated

Time Off Preference for Agent Webstation
 
Agents will be able to select a different time zone from the MU default in their My Account settings. This allows agents in a different time zone to view their schedules and other information such as reminders in their own time.
Customer Request X UI Change Future Enablement X
Automated Wait List in Time Off Manager
 
The Automated Wait List will manage the time off wait list for you. This means that you and your supervisors will no longer need to manually approve and manage the wait list. You will specify the rules for agents' time off requests. Any requests that are placed on the wait list will be managed by the automated manager.
Customer Request X UI Change Future Enablement X

Interaction Analytics

New Digital Channels
 
Users will be able to analyze interactions in Viber™ and in custom channels created with the Bring Your Own Channel feature in Digital First Omnichannel. The new channels will offer the same functionality as all other channels. This further strengthens support for digital engagement and enables users to rely on a single tool for their data analysis needs. Users must have both Interaction Analytics and Digital First Omnichannel to take advantage of this feature.
Customer Request X UI Change X Future Enablement X
Selectable Highlighting
 
With the Fall 2021 release, users will be able to customize which annotations are highlighted. They will also be able to turn off highlighting they don't find helpful. Highlighted selections will persist for the transcript across logged-in sessions and for all users.
Customer Request X UI Change Future Enablement X
Corrections/Ignored Phrases Enhancement
 
Users will be able to apply multiple corrected words or phrases, and multiple ignored phrases, while working in a transcript. Currently, users must leave the transcript and go to the Corrections or Ignored Phrases pages to make these types of changes. This new feature will make it faster and easier to analyze transcripts. 
Customer Request UI Change X Future Enablement X
New Workspace Template
 
New Interaction Analytics customers will now have a thoughtfully pre-configured workspace template they can use right out of the box. This template will include widgets with different data for common use cases. It will require little to no customization. This will give new customers a head-start on getting the most benefit from Interaction Analytics. 
Customer Request X UI Change X Future Enablement X
Interactions Enhancements
 
Users will be able to reorganize their view of interactions to better meet their needs. They will be able to select which columns are visible and change the order of the columns in the display. These changes will be available both when users drill down to view interactions and when they use the Interactions Widget. Changes will persist if the user changes browsers or computers.
Customer Request X UI Change X Future Enablement X

MAX

Simplified Login Screen
 
On the MAX login screen, the Phone Number and Station ID header will be replaced by a single header called Voice Connection. The screen will prompt the agent to choose a phone number, a station ID, or Integrated Softphone. If an agent only has Integrated Softphone available as a voice connection, the selection screen will be bypassed and MAX will automatically load, streamlining the login process for the agent.
 
Previously, the security profile had to include either a phone number or station voice connection in order for MAX to appear in the application launcher in Admin. With this update, MAX will be available and selectable even if the only voice connection for the agent is Integrated Softphone.
Customer Request X UI Change Future Enablement X
Improved Control Over Digital First Omnichannel Channels
 
Agents will be able to accept and reject incoming digital contacts in the same way as traditional channels. Adding this option will allow agents to reject additional interactions when they feel like they have reached capacity. 
Customer Request X UI Change Future Enablement X
Configuration for the Agent Phone Number Timeout
 
The agent voice timeout for phone numbers and Integrated Softphone will be configurable down to an individual agent level. The default value will be set by the tenant so no configuration will be needed to maintain the current behavior. This setting will allow managers to use a separate timeout for different groups of agents. For example, this could be useful when a contact center has both inbound and outbound teams.
Customer Request X UI Change Future Enablement X
Hide Ability to Create Commitments
 
You will be able to hide the ability to create commitments, preventing agents from using this feature. This configuration will be controlled by a new permission in Roles.
Customer Request UI Change Future Enablement X
Button for Displaying Visual Notifications
 
 A new button in the A/V notifications configuration screen will prompt MAX to check that the agent's browser has permissions for visual notifications (toasts). If it has permissions, the agent experience won't change. If it doesn't have permissions, the Visual section will only show the Enable Visual Notifications button. This will make it easier for agents to see if the browser is preventing visual notifications.
Customer Request X UI Change Future Enablement X
Custom Workspace Updates
 
All custom workspaces will load by default when launching MAX. Only the first custom workspace will be visible, but the second and third custom workspaces (if configured) will be loaded in the background. This will allow custom workspace content to be available automatically when an agent logs in.
Customer Request X UI Change Future Enablement X
Internet Explorer Support Discontinued
 
To support functionality available to modern browsers, Internet Explorer will no longer be supported with MAX.
Customer Request X UI Change X Future Enablement X

Media Services

Improved Unicode Support
 
Improved Unicode support will increase the ability for ASR and TTS to work with Google Dialogflow and other AI solutions. This affects languages such as Arabic or Japanese that use unique characters.
Customer Request X UI Change X Future Enablement X
Enhanced Answering Machine Detection
 
Support for the new Studio action for Personal Connection:
 
This new action will improve answering machine detection and accurate delivery of messages without requiring a custom script.
Customer Request X UI Change X Future Enablement X

Contact Center Performance Management

The following features are expected to be released in late October.
FedRAMP Availability 
 
Performance Management will be available for FedRAMP users as long as it isn't inside the FedRAMP environment. This will make it available for use for FedRAMP organizations.
Customer Request X UI Change X Future Enablement X
Interactive Charting
 
For select modules, you will be able to select specific rows of data and create a chart. This will allow you to better illustrate and view the selected data.
Customer Request X UI Change X Future Enablement X
French Canadian Language Support
 
Performance Management will be supported in French Canadian. This will enable more users to use Performance Management in their native language.
Customer Request UI Change X Future Enablement X
Okta as an Identity Provider
 
You will be able to use Okta for single sign-on (SSO) with Performance Management.
Customer Request X UI Change X Future Enablement X
Prompt on Data Limitations
 
When you are configuring Date & Time settings, you will be prompted to revise your selections if you request too much data. This will show you data limits sooner.
Customer Request X UI Change Future Enablement X
Company Group Settings
 
You will be able to select a company setting to display data for all active groups in your organization. Without this setting, you will only be able to select groups that have data within your specified date range.
Customer Request UI Change X Future Enablement X
Audit Log
 
A new audit log page will be added to display when items were created, edited, and deleted. This log will help create transparency for users. 
Customer Request X UI Change X Future Enablement X
Security Policy Requirement on New Roles 
 
Every new role you create will require a security policy. You will have the option of using a default policy that provides medium-level password security.
Customer Request X UI Change X Future Enablement X
Quality Management API for Detailed Reports
 
If your organization uses Quality Management, you will be able to import your Quality Management data into Performance Management with more detailed reports. This enhanced integration will allow for a deeper dive into the detailed data.
Customer Request UI Change X Future Enablement X
Enhanced Hierarchy 
 
Performance Management will support additional group and recording hierarchies for attributes. 
Customer Request UI Change X Future Enablement X
Forms Page Redesign
 
The Survey, Coaching, and QA form builder will be redesigned to become more uniform with other areas of the application. This will create a more unified user experience. 
Customer Request X UI Change X Future Enablement X
Publicly Accessible About Page
 
The About page will be publicly accessible and will contain names of the third-party licenses being used.
Customer Request X UI Change X Future Enablement X
Multi Dimension Module
 
This module will allow you to filter data with a primary and secondary grouping. For example, you could display data for both agent name as a primary grouping and skill as a second grouping. This will simplify your dashboard and your access to data.
Customer Request X UI Change X Future Enablement X
Avatar Accessories
 
Agents will be able to use tattoos to personalize their avatars. They will also be able to outfit their avatar pets with accessories. These accessories will allow agents to engage more with their avatars and pets. 
Customer Request X UI Change X Future Enablement X
Games Admin Assign Display Updates
 
When assigning groups to a gamification game, the Games Admin Assign display will update to only show 21 groups. This will allow for reduced scrolling when a large amount of groups have been selected, and it offers a more streamlined view for admins.
Customer Request
UI Change X Future Enablement X
Missed Rewards Module
 
This module will show when agents have missed opportunities to win rewards during games and challenges. 
Customer Request X UI Change X Future Enablement X
Update to Hours Included Module Setting
 
The hours included slider for the time settings will allow you to select a range past midnight. This will help reflect data more accurately for employees who work shifts spanning two days.
Customer Request UI Change X Future Enablement X
Wallboard Random Theme Selection
 
You will be able to select a new setting for Racing wallboard slides. This setting will randomly apply a slide theme when displaying the wallboard.
Customer Request X UI Change X Future Enablement X
Wallboard Racing Themes
 
New themes will be available for Racing slides. 
Customer Request X UI Change X Future Enablement X
Challenges on Wallboards
 
A Challenges slide will be added to show ongoing challenges. This will allow greater visibility to lead to more agent participation. 
Customer Request X UI Change X Future Enablement X
Marketplace and Coaching Admin Page Style Updates
 
The Marketplace and Coaching Admin Page will be updated to have a new look and feel.
Customer Request X UI Change Future Enablement X
Acknowledge Coaching Sessions
 
You will be able to create an acknowledgment statement for coaching sessions that the agent will accept during coaching sessions.
Customer Request X UI Change X Future Enablement X

Contact Center Performance Management (AX) Only

Disposition Module
 
A disposition module will be added to show dispositions count, disposition percent, and AHT for each disposition. 
Customer Request X UI Change X Future Enablement X

Personal Connection

New Studio action: PlaceCallwAMD
 
This action will be an improvement on the existing PlaceCall action. It will include Laydown functionality for automated handling of answering machine messages.
Customer Request X UI Change X Future Enablement X
Contact Center Signing for SHAKEN Attestation
 
In accordance with the United States FCC mandate to implement SHAKEN signing, Contact Center has received signing authority and will sign all calls initiated from Contact Center with Full (A-level) attestation. Contact Center will verify all caller ID values being used to confirm they align with the businesses using them. Unresolved concerns with unverified caller IDs will result in downgrading the traffic for them to B-level attestation.
The Global Caller ID field within each Business Unit will need to contain a valid phone number that belongs to you. This will be the value Contact Center uses to verify the business entity. If you want to display an anonymous presence on a call, you will be able to override the caller ID at the skill or record level with a blank caller ID.
 
Outbound calls made using a phone number with A-level attestation create trust with customers that they are not receiving an unwanted robocall, so A-level phone numbers yield higher answer rates.
 
This feature will only be available in the United States. 
Customer Request X UI Change X Future Enablement X
New System Dispositions Blocking Robocalls
 
New system dispositions will track the required feedback from carriers related to call blocking efforts. If the call is blocked by customer request or by analytic engines, they will be required to return a specific SIP message. These will surface as two new outcomes you will be able to control on the Retry Management page.
 
This will enable you to take corrective action to increase answer rates. These blocked calls are associated with the TRACED Act passed by the United States Congress, and the feature will only be available in the United States. 
Customer Request X UI Change X Future Enablement X

Quality Management

New Digital Channels in the QP Filter
 
When creating a quality plan, QM managers will now be able to search for interactions based on these new digital channels:
  • Custom 
  • Viber Messenger
The digital channels listed in the QP will depend on the channels that are supported for your organization.
Customer Request X UI Change Future Enablement
Work Item in the QP Filter
 
When creating a quality plan, QM managers will now be able to search for interactions based on work item filter with screen recording.
 
This filter will be listed in the QP depending on the tenant supported for your organization.
Customer Request X UI Change Future Enablement
Auto-Response Evaluations
 
When creating a form, QM managers will now be able to configure auto-response rules for questions by setting categories. Based on the selected categories, the QM app will automatically respond to the evaluation form questions matching the categories associated with the interaction. This will help the evaluators to complete evaluations faster, as many of the questions in the form will already have answers filled in for them. Evaluators will be able to review the responses and change them if needed.
 
The View permission will be required to use Analytics Category Manager. In Contact Center, go to Admin > Security > Roles and Permissions, the permissions will be under QM Tools > Category Manager.
 
The auto-response rules option in a form will be one of the features offered as part of the QM Advanced license, previously known as QM Analytics.
Customer Request X UI Change Future Enablement
BI Report Enhancement: Evaluation Question and Answer Details
 
For the Evaluation Question and Answer Details report, you will be able to specify the form version to generate report.
 
Previously, you were able to view the report of the most recent form version. With this release, you will have the option to select the specific form version to generate a detailed report.
 
The generated report will have 4 additional fields:
  • Workflow status
  • Display status
  • Evaluation flow trigger
  • Type
Customer Request X UI Change Future Enablement X

Recording (Contact Center)

New Digital Channels
 
Contact Center Recording will now support additional digital channels: Custom, Viber Messenger, and Work Item.
 
You will be able to: 
  • Define recording policies to record agent screen activity while working on these digital interactions. 
  •  Search for these digital interactions. 
  • View the digital interaction transcript and play back screen recording. Work items do not have a transcript. 
Customer Request X UI Change Future Enablement
Control User Access Based on RBAC Settings: Skills
 
Previously, in the Interactions app, you were able to see and access interactions based on teams in the views assigned to you.
 
With this release, you will be able to see and access interactions based on teams or skills. This will depend on the views assigned to you.
Customer Request X UI Change Future Enablement
Continue Recording Interactions After Applying Disposition
 
For recording policies, a new setting will now be available to continue recording an interaction after an agent applies the disposition. Currently, when an agent applies the disposition, the ACW recording stops. You will now be able to define whether to continue recording by setting the option as On. Contact Center Recording will continue to record interactions for the duration set in the after-call work (ACW) field in the recording policy.
Customer Request UI Change Future Enablement
ScreenAgent Support for MAC OS
 
ScreenAgent will now be supported on MAC OS for screen recording and screen monitoring.
Customer Request UI Change X Future Enablement X
Integration with Feedback Management
 
Customers with Feedback Management will be able to view the feedback management survey response. In the Interactions app's search results, the tooltip for the percentage score will have a link to the survey form.
Customer Request X UI Change Future Enablement
Contact View - Interactions Enhancement
 
In the Interactions app, you'll now be able to view all the segments of an interactions within a contact and play the entire contact. 
 
A segment is an interaction between two parties, such as a customer and an agent. Each segment represents a stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult. A contact is the complete interaction. The contact is comprised of one or more segments. 
Customer Request X UI Change Future Enablement

Reporting

BI Report Enhancement: Evaluation Question and Answer Details
 
For the Evaluation Question and Answer Details report, you will be able to specify the form version to generate report.
 
Previously, you were able to view the report of the most recent form version. With this release, you will have the option to select the specific form version to generate a detailed report.
 
The generated report will have four additional fields:
  • Workflow status
  • Display status
  • Evaluation flow trigger
  • Type
Customer Request X UI Change Future Enablement X
New BI Report: Agent Behavior Insights
 
Using the Agent Behavior Insights report, QM managers will now be able to view behavior insights for agents and their associated interactions, including a summarized score at the team level. This report will be a part of the new Contact Center BI reporting tool. 
 
To use this report, you must have these permissions (go to Admin > Security > Roles and Permissions):
  • Reporting > General BI Permissions > Report Viewer
  • Reporting >BI Reports > Agent Behavior Insights
The Agent Behavior Insights report will be the first feature offered as part of the new QM Premium license. This feature will only be available when your tenant has both the QM Advanced and QM Premium licenses enabled. Contact your RingCentral Account Representative for more information. 
Customer Request X UI Change Future Enablement
Hide Agent Identity Information Permission
 
This permission will prevent agent identification information from displaying with performance-based metrics. 
Customer Request X UI Change Future Enablement X
New SFTP Protocol
 
 If you use an SFTP server for custom reporting, you will have the option to use an SSH or SSH2 protocol. 
Customer Request X UI Change Future Enablement X

Studio

Installer Support for x86 and x64 OS Versions
 
To streamline the installation and upgrade process, the Studio installer will be updated to use either a 64-bit or a 32-bit installation, depending on the user's OS version. 
Customer Request
UI Change X Future Enablement X
Script Validation to Prevent Not Found State for Contacts
 
Studio will validate all scripts during the save process to ensure that scripts called by actions such as Spawn or RunScript are active and valid scripts. Studio will display an error message when: 
  • An action calls a script that is invalid or inactive, 
  • Someone attempts to delete or deactivate a script that is called by an action.
This will prevent contacts from being placed in the Not Found state as a result of invalid or inactive scripts. Having large numbers of contacts in the Not Found state places a high demand on system resources, which can slow the entire system down. 
Customer Request UI Change Future Enablement X
New Studio Action: ScriptCount
 
ScriptCount will provide a count of the number of Studio scripts currently active in your business unit. This will be helpful for organizations that want to use the total number of scripts actively running in their business unit in other scripts. 
Customer Request
UI Change X Future Enablement X
New Studio Action: AskCaller
 
The AskCaller action will allow you to integrate digital scripts into your Digital First Omnichannel live chat and chat messaging channels. This is a new AskCaller action. The existing AskCaller action is for Chat script types, but the new action is for digital script types. Digital scripts must be created and implemented by NICE Contact Center Expert Services. See the Digital First Omnichannel section of these Coming Soon notes for more information. 
Customer Request X UI Change X Future Enablement X
New Studio Action: PlaceCallwAMD
 
The PlaceCallwAMD action will allow you to improve answering machine detection (AMD) and message delivery. See the Personal Connection section of these Coming Soon notes for more information. 
Customer Request X UI Change X Future Enablement X
Digital First Omnichannel Updates 
 
Studio will receive several updates to support new Digital First Omnichannel features. See the Digital First Omnichannel section in these Coming Soon notes for more information. 

Voice Access

911 Enhancements
 
911 enhancements will include:
  • An Emergency Call Default Callback Phone field in the Business Unit. It will specify a callback phone number if a 911 call is disconnected prematurely. 
  • Full physical address and address verification fields in the user location settings. These fields also appear in the ACD user bulk upload and APIs.
Customer Request UI Change X Future Enablement X
The verified address will be referenced to deliver 911 calls directly to the local Public-Safety Answering Point (PSAP) rather than routing it through the National Emergency Center first. This will enable quicker response times from local first responders and provide compliance with Ray Baum's Act. 
 
This feature will only be available in the United States.
Customer Request X UI Change Future Enablement X

Workforce Management (Contact Center)

What-If Enhancements 
 
While forecasting, you can create an alternate forecast. This allows you to make changes to the original forecast and see how these changes will affect scheduling.
Up until now, you could decide to generate a staffing plan based on the main forecast only.
 
With this release, you'll be able to generate both staffing plans in the same forecast job. They will have the main and alternate plans to choose from when they generate schedules.
 
This will only be available with the WFM Advanced license.
Customer Request X UI Change Future Enablement X
Payroll API
 
You'll be able to enrich your WFM data using payroll codes:
  • You'll be able to assign payroll codes when you create or edit an activity code.
  • Using an API, you'll be able to extract payroll data from Contact Center for external reporting purposes.
The data will contain the agent's name and scheduling unit, the payroll code, the date, time, and duration of the activities from their WFM schedule.
 
Using the WFM Payroll API will require a new permission. In Contact Center, go to Admin > Security > Roles & Permissions, the permission will be under WFM > Data Extraction API > WFM Payroll API.
Customer Request X UI Change Future Enablement X
Control User Access Based on RBAC Settings: Scheduling Units 
 
WFM will allow you to limit access to user information using the Views feature in Contact Center Admin Security. Currently, everyone has access to all user information in WFM.
When you're in WFM, you'll see information for only the users in the teams or scheduling units assigned to your view. 
Customer Request X UI Change Future Enablement X
Weekly Rules and Shift Bidding Enhancements 
 
With the weekly rules and shift bidding enhancements, you'll be able to:
  • Use weekly rules for bidding templates.
  • Create or edit weekly rules directly from the bidding template.
  • Create multiple weekly rules for agents to bid on within a weekly schedule.
Customer Request X UI Change Future Enablement X

Preview of Navigation Redesign

Navigation in the Contact Center portal will change for a simpler, more intuitive navigation experience. 
 
Side navigation bar:
  • Folders will be open by default so you can see all options when you open an app.
New app selector:
  • A new grid icon located on the left side of the title bar will launch all apps from one location. This includes both apps that open inside the Contact Center browser instance and those that launch in a separate window. 
  • When you hover over an app in the app selector, an "opens in new window" icon will appear if it can be launched in a new window.
  • Since all apps will be linked to the app selector in the title bar, the app selector in the side bar navigation will be removed.
  • The icon indicating which app you're currently in will also move from the side navigation bar to the title bar, to the right of the new app selector. 
View image of the new Contact Center title bar and side navigation
View image of the new Contact Center title bar and side navigation
View image of the new Contact Center app selector
 
This image shows the navigation pane that will open when you click the new app selector grid icon in the title bar. Not all possible apps appear in the screenshot.
View image of the new Contact Center app selector
Navigation Changes
 
This table shows the difference between how you currently navigate to an app in Contact Center and how you'll navigate to the same app in the new navigation design. 
Guide to Terms in the Table
 
In the Current Navigation column:
  • Side navigation bar app selector—Located at the top of the side navigation bar. 
Side navigation bar app selector
  • App launcher—Grid button located on the right side of the title bar.
App launcher
In the New Navigation column: 
  • Title bar app selector—Grid button that will be located on the left side of the title bar.
Title bar app selector
App Current Navigation
New Navigation
ACD Side navigation bar > app selector > ACD  Title bar > app selector > Omnichannel Routing > ACD
Adapters App launcher > Launch Adapter Title bar > app selector > Others > Adapters
Admin Side navigation bar > app selector > Admin Title bar > app selector General > Admin
Coaching Side navigation bar > app selector > Coaching Title bar > app selector > Workforce Engagement > Coaching
Dashboard Side navigation bar > app selector > Dashboards Title bar > app selector > Data & Analytics > Dashboards
Digital First Omnichannel App launcher > Launch Digital Title bar > app selector > Other > Digital
Engagement Manager Side navigation bar > app selector > EM Title bar > app selector > Workforce Engagement > EM
Feedback Management App launcher > Launch Feedback Management Title bar > app selector > Data & Analytics > Feedback Management
Interaction Analytics  Side navigation bar > app selector > Analytics Title bar > app selector > Data & Analytics > Interaction Analytics
Interactions Side navigation bar > app selector > Interactions Title bar > app selector > Workforce Engagement > Interactions
MAX App launcher > Launch MAX Title bar > app selector > Omnichannel Routing > MAX
My Zone Side navigation bar > app selector > My Zone Title bar > app selector > Workforce Engagement > My Zone
PartnerHub App launcher > Launch PartnerHub Title bar > app selector > Others > PartnerHub
Performance Management App launcher > Launch Performance Title bar > app selector > Others > Performance
QM Analytics Side navigation bar > app selector > QM Analytics Title bar > app selector > Others > QM Analytics
Reporting  Side navigation bar > app selector > Reporting Title bar > app selector > Data & Analytics > Reporting
Self-Service Analytics Side navigation bar > app selector > SSA Title bar > app selector > Data & Analytics > Self-Service Analytics
Studio authentication App launcher > Studio Authentication Title bar > app selector > Omnichannel Routing > Studio Authentication
Supervisor App launcher > Launch Supervisor Title bar > app selector > Omnichannel Routing > Supervisor
WFI Side navigation bar > app selector > WFI Title bar > app selector > Automation > WFI
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