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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. |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | ✓ | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | ✓ | UI Change | X | Future Enablement | ✓ |
Customer Request | X |
UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | ✓ |
Customer Request | X | UI Change | X | Future Enablement | ✓ |
Customer Request | X | UI Change | X | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | ✓ | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | ✓ |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | ✓ |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
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 |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | ✓ | UI Change | ✓ | Future Enablement | X |
Customer Request | ✓ | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | ✓ |
Customer Request | ✓ | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | ✓ | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | ✓ | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | ✓ | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | ✓ | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | ✓ | UI Change | X | Future Enablement | X |
Customer Request | ✓ | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | ✓ |
UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | ✓ | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | ✓ | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | ✓ | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | ✓ |
UI Change | X | Future Enablement | X |
Customer Request | ✓ | UI Change | ✓ | Future Enablement | X |
Customer Request | ✓ |
UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | ✓ | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
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 |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | ✓ | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | ✓ |
Customer Request | X | UI Change | X | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | ✓ | Future Enablement | X |
Customer Request | X | UI Change | X | Future Enablement | ✓ |