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Release Notes > Contact Center User Hub > Spring 2021

Release Notes

RingCentral Contact Center User Hub | Spring 2021

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: Spring 2021

Spring Cumulative Update 1

Spring Cumulative Update 2

Spring 2021 Fixed Issues

Spring Cumulative Update 3

April Minor Release

Spring Cumulative Update 4

Spring Cumulative Update 5

Coming Soon for Spring 2021 – User Hub

The following features are scheduled for the Spring 2021 release of RingCentral Contact Center. Users will be able to access these features, depending on their permissions and purchased applications, once their tenant has been updated.

Features are subject to change between now and the final release date.

Global and API Changes

API Façade

Contact Center will continue to update the API framework to use the API Façade and move the remaining clusters in groups to the API Façade. Earlier, in October-November 2020, C9, B3, C26, and C28 were moved. When using the Central Oauth authentication method, the “resource_server_base_uri” value will change to the API Façade URI.
This change facilitates unification of the RingCentral Contact Center suite and improves the performance of our API framework. It enables use of a single URL for all API requests for an area instead of URLs for individual clusters. The API Façade also allows encryption of some API endpoints, providing better security.
Ahead of this change, you should add the API Façade URI for your area to your allow list. The URI for the API Façade is: “https://api-{area}.niceincontact.com”.
If you don't know your area, go to the Ports page and select your cluster. This displays all domain names for your area (including the API Façade). Once your cluster is switched to use the API Façade, your authentication response will reflect the API Façade for your area.

See Examples

NA1 area example:

"resource_server_base_uri":

"https://api-na1.niceincontact.com/inContactAPI/",

The refresh token will not be different and reflects your cluster just as before.

"refresh_token_server_uri":

"https://api-c24.incontact.com/InContactAuthorizationServer/Token"

To make API requests to endpoints like GET /v18.0/agents, use the API Façade resource_server_base_uri response value for the request. Here's an example for NA1.

https://api-na1.niceincontact.com/incontactapi/services/v18.0/agents

Upgrade to .NET Framework 4.8

RingCentral Contact Center code will be upgraded for .NET Framework version 4.8. This will resolve errors and improve the overall experience for all products that use the .NET Framework. Those products include Workforce Intelligence, Studio, and DB Connector.

New Applications

RingCentral Contact Center Virtual Agent

Our Virtual Agent will allow you to integrate your own self-service bot applications into your IVR experience. Additionally, you will be able to add conversational chatbots for any digital channel. Contact Center Virtual Agent will introduce a new Studio action with a screen pop for configuring new or existing scripts to include these self-service options.

This release includes compatibility with prebuilt Google Dialog flow applications for voice and chat.

Data Streams

Data Streams will allow customers to have access to the event streams generated by various suite applications. You can then use data science or equivalent tools to identify call pattern trends, make immediate decisions, and conduct further analysis of the data as needed.

With this release, Data Streams will introduce the IVR log data stream. When enabled and configured, IVR log data will support your ability to make decisions based on near real-time IVR events. You will also be able to store stream data for future review, which can be useful in making projections.

ACD

Workflow Data Visibility

Workflow data pages in RingCentral Contact Center will be visible to all tenants. If you do not already leverage workflow data profiles, they will be accessible under ACD > Contact Settings. The correlating workflow data permissions will only be visible if your tenant also has Studio enabled.

Business Intelligence Reports

Some prebuilt ACD reports will be added to our Business Intelligence (BI) reports.

Widgets

A new ACD widget has been added and several others updated.

Admin

New Permissions for Interactions (Search) Application

New Permissions for Interactions (Search) Application

Allow users to add/edit/delete their own private annotations, as well as their own public annotations: Create, edit, and delete own annotations
Allow users to edit/delete any user's public annotations: Edit/delete any public annotations

In the system, go to Admin > Security > Roles and Permissions, the permissions are under Interactions > Player:

Create, edit, and delete own annotations
Edit/delete any public annotations

Permissions for New BI Reports

New permissions will be added for each of the new for new BI reports. The permission for each report must be enabled to use it. The following new permissions will be in Admin > Security > Roles and Permissions, under Reporting > BI Reports:

Recording Activity
Evaluator Analysis
Analytics Metric Statistics

Advanced Chat

Integration with MAX

Agents will be able to handle Advanced Chat v2 contacts without manually signing in to the Vergic Engage Platform. They will only need to sign in to MAX to begin handling Advanced Chat contacts. This includes chat, co-browse, and collaboration interactions. The interaction will display in the same way chat interactions are displayed in MAX. Agents will also be able to configure whether an active interaction is displayed in a separate pop-out window.

Agent for Salesforce

The following features are included in version 17.0 and are expected to be released in early March 2021.

Fully Integrated Lightning Agent for Salesforce User Experience Enhancements

Agents will be able to:

View queue counts and their related icons in a new display bar on the home screen. This will replace Show Queue.
Automatically view the dial pad when transferring a call.
Select whether the agent application will display icons or text.

Integrated Softphone Secondary Ring Device

Agents using Integrated Softphone will be able to connect a second device to play ring tones in addition to their primary device.

Specify Object Types in the Relates To Field

You will be able to specify which object types your agents can link their contacts to in the Relates To field. This will ensure more accurate reporting of agent results and agent activity.

Cloud Storage Services

Cloud Storage Enabled for All by Default

Cloud Storage Services will now be enabled for everyone by default. You will have access to Cloud Storage Services menus and pages such as the following in the system web portal:

Long Term File Retrieval
File Life Cycle Management
Secure External Access

Changes in Feature Hierarchy

The following features will be grouped under the Cloud Storage menu:

Advanced Storage for ACD Recordings
Custom Storage
Custom KMS

Advanced Storage for ACD Recordings

ACD Recording users who want to switch to Cloud Storage Services should contact their Account Representative. Once cloud storage is enabled, new ACD Recording files will be saved directly to cloud storage and existing files will be moved to cloud storage. RingCentral Contact Center Recording already uses Cloud Storage Services by default.

Encryption of Files in SEA

Files copied from active storage to Secure External Access (SEA) will be encrypted using a system-generated KMS key in AWS or the custom KMS key for your SEA account. Your ability to access and download files from SEA using your SEA credentials is unchanged. This will simply add another layer of security for these files.

Dashboard

Outbound Agent Performance Widget

The Outbound Agent Performance widget will allow users to view a list of agents assigned to outbound skills and their associated outbound metrics. This widget will provide a comprehensive look at the outbound performance within your contact center.

ACD Widget Updates

All Widgets

A new search box will be added to the widget settings drop-down boxes to make configuration quick and easy.

Contact List Widget

Updates to the Contact List widget will include:

The ability to filter based on the Contact State.
The addition of the ANI, Contact Point, and Direction metrics.
An expanded Contact ID field.
Renaming the Time metric as Contact State Time.

Skill Summary Widget

Visual thresholds will be added to some of the metrics in this widget. This will allow customers to closely monitor metrics critical to contact center performance.
For better readability, all of the time metrics included in this widget will be displayed in a DD:HH:MM:SS format rather than in seconds.

SLA Widget

The SLA widget will include the new In-queue Preview metric as a part of the time calculation, providing a more accurate measurement.

Digital First Omnichannel

Improved Handling of Satisfaction Surveys

Satisfaction surveys will appear within the chat window in an iframe. Previously, surveys were presented as a link in the chat that users had to click. Having the survey appear within the chat improves the user experience. Users won't have to leave the chat interface to complete the survey.

Limit File Type and File Size for Chats

Customers will be able to restrict file types and configure size limits for files sent to agents during chat sessions. This will reduce the risk of agents receiving harmful files during chats. It also lowers data storage costs by reducing the maximum file size of files submitted over chat.

Support for Apple Pay and iMessage Extensions in Apple Business Chat

The Apple Business Chat integration will be expanded with support for two more features. Agents will be able to issue pay requests to their contacts with Apple Pay from within the chat. Customers will be able to integrate iMessage extensions of iOS apps into the chat. These extensions can provide data or features in the chat, such as maps.
These newly-integrated features will improve the user experience. Users won't need to leave the chat to interact with other apps.

Support for Recording SMS in Interaction Recording

Digital First Omnichannel customers who use Interaction Recording will now be able to record SMS (text) interactions. This expands the types of interactions that customers can record and analyze.

Expanded Search Options for Workforce Engagement (WEM)

Digital First Omnichannel customers who use WEM will have new options available when searching for interactions. The new options for searching are email subject and the time when cases were opened and closed.

New Data Download Report

A new data download report will show which digital agents are also enabled for voice skills. This will be helpful for customers who use the digital seat billing model. These customers will be able to see when voice skills were added to digital agents.

Increased Maximum Number of Points of Contact and Digital Queues

The maximum number of points of contact and digital queues will be increased from 100 to 750 each. This will allow customers who need many different points of contact or who have complex routing needs to use Digital First Omnichannel.

Teams and Statuses Items Removed from Menu

The Teams and Statuses items will be removed from the User menu in the Digital First Omnichannel web portal. Customers can manage teams in the Admin application and statuses in the ACD application (ACD Settings > Unavailable Codes).

Support for Custom Channels and Digital Points of Contact

Customers will be able to create customized channels. The Digital First Omnichannel API will be enhanced to support customers adding their own text-based channels. Custom channels will support file attachments. This will allow customers to use local or regional channels and custom-built mobile apps that aren't otherwise available in Digital First Omnichannel.

Audio/Visual Notifications for Digital Contacts in MAX

The audio and visual notifications in MAX will work for digital inbox contacts. Currently the notifications only work for non-digital contacts. Agents will be able to configure the notifications to help ensure they don't miss contacts when MAX is not visible in their workspace.

Search Digital Inbox in MAX

Agents will have the ability to search in the digital inbox in MAX. This will allow agents to search for customers, posts, cases, and messages. It will increase agents' ability to assist customers during interactions.

Interaction Analytics

User Interface Updates

Your experience will be more unified with interface updates that enhance the RingCentral Contact Center look and feel. These changes will affect:

Category Templates
Discovered Categories
Search
Category Rules
Dataset Categories
Filters
Data Retention
Data Ingest API

BI Report: Analytics Metric Statistics

The Analytics Metric Statistics report will provide you with a report of the most important metrics for Interaction Analytics at an agent level, team level, and account level.

Report filters include dataset name, channel type, category and skill name.

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 > Analytics Metric Statistics

MAX

Hide Inbound Hangup Permission

You will be able to use the Hide Inbound Hangup permission to hide the Hangup button on inbound phone calls. This setting is enabled within the agent's security profile. When enabled, this setting will prevent the agent from prematurely disconnecting from a conversation, ensuring a better customer experience. To use this setting, you will need to manually turn it on.

EOL of Secondary Disposition

The Secondary Disposition feature will be deprecated in this release. You will need to modify your configurations to use the Tags feature instead.

Performance Analytics for Salesforce Einstein (Analytics for Salesforce Einstein)

The following feature is expected to be released in early March 2021.

Analyze Omnichannel Session Handling

You will be able to analyze the impact of Omnichannel Session Handling on your agents' performance. A discovery story will provide recommendations to improve your KPIs

Performance Management

The following features are expected to be released in March.

Some features may only be available for the new Performance Management platform. These are grouped in the "AX Only" section. If you're not sure which platform your environment is on, click your profile drop-down in the top-right corner. Your version is listed below your account name (as shown in the following image). Environments implemented prior to 2020 are being migrated to the new platform. Contact your Account Representative if you have not received communication on this initiative.

In-Product Onboarding

Onboarding training will be available for some commonly-used or new areas and features. This will improve user adoption and help users gain skill quickly.

Multi-Factor Authentication

Multi-factor authentication (MFA) will add an additional layer of security. You can enable MFA in security policies. Users will then be able to access their MFA options in their profile settings.

BPO Security Settings

A new BPO group security option will help you incorporate outsourced users into your Performance Management setup. You will be able to specifically control which features of Performance Management an outsourced BPO user can access.

New KPI Module

A new KPI module will allow you to view more detailed information for the specific metrics you select.

Service Level Module

A new module allows you to conveniently view specific service level percentages, as well as the number of interactions in and out of SLA. You will be able to view SLAs by account, campaign, skill, or point of contact.

Form Breakdown Module

A new module will provide an in-depth analysis of coaching and survey forms. Users with access can view information such as how all agents responded to specific questions, how specific agents responded to all forms, and so forth.

Change Dashboard Ownership

You will be able to change ownership of a dashboard from a user's profile. If a user leaves your organization or changes positions, you will not need to recreate the dashboards owned and created by the user.

Time Format Selection in Metric Selector

When configuring time metrics in the metric selector, you will be able to specify a format for the displayed time.

Coin Budgeting

A new Budget tab in the Gamification Command Center will help gamification administrators better manage coin distribution to users. They will be able to plan a monthly budget of coins to pay out and view details for how coins were awarded.

Challenges History Admin Updates

Gamification administrators will be able to view additional information for historical challenges. Drilling down into details of past challenges will improve understanding of agent performance and features of challenges to which agents respond most.

Milestone Game

With this new game type, participants will need to achieve a series of milestones to win the game. Participants will be able to earn coins at each milestone, encouraging participation throughout the entire game.

KPI Module for Custom Wallboards

Custom Wallboard slides will have a new KPI module type, allowing KPI metrics to be displayed on a Wallboard.

Avatar Updates

Two updates will make user avatars more fun and interactive:

A new add-on category will allow users to select a safety mask for their avatar.
Users’ profile bios will display with their avatars in the Avatar Gallery.

Performance Management (AX) Only

Time Zone Support

Individual users will be able to set their time zone in their profile settings. This improves accuracy of reporting by narrowing down data to a specific time zone.

Predictive Behavioral Routing (PBR)

PBR Summary Report

Your PBR data will be integrated directly in RingCentral Contact Center business intelligence reports, saving you time with on-demand access. Data in the summary report displays many configurable charts. The charts include PBR data, such as seconds saved per call, and contextual data, such as call volume and influence rates. You will be able to filter the report by date range, campaigns, and ACD skills.

Quality Management

BI Report: Evaluator Analysis

Managers will be able to review evaluator performance and evaluation progress, using the new Evaluator Analysis report. This report is part of the BI reporting tool.
Managers will be able to review evaluator performance and evaluation progress using the new Evaluator Analysis report.
Report filters include date range, quality plans, and Evaluators. In addition, users will be able to drill down to view how many evaluations were completed in a quality plan over time, as well as a specific evaluator's performance within a quality plan. Users will be able to export the report to Excel, CSV, or PDF formats.
To use this report, users will have to enable the following permissions (in Admin > Security > Roles and Permissions):

Reporting > General BI Permissions > Report Viewer
Reporting > BI Reports > Evaluator Analysis

Support for SMS

The new channel will be added to the Quality Planner, and the Interactions application (previously Search), enabling managers to send SMS interactions for evaluations. QM will support Digital First Omnichannel SMS as a channel for evaluations.
The new channel will be added to the Quality Planner, and the Interactions application (previously Search), enabling managers to send SMS interactions for evaluation. Evaluations of SMS interactions will be included in QM reports, as well as in QM widgets in the Dashboard application.

Auto-Scheduling for Coaching Plans

Customers with both QM and WFM will be able to schedule their employees for coaching when creating a coaching plan.

For each coaching plan, managers will be able to define:

The activity type that will appear in the employee's schedule
How many employees can be scheduled for the coaching activity simultaneously

Once the coaching plan is created, the coaching activity will be scheduled automatically for each employee, at the best time available.

Bulk Delete for Evaluation Tasks

Users will be able to delete several standard evaluation tasks at once, instead of deleting them one at a time.

Data Extraction API: Questions and Answer Data

The new Q&A data extraction API will enable users to extract evaluation question and answer data from the product for external reporting purposes.

Recording

Search App Renamed to Interactions

The Search application will be renamed to Interactions. The new name will be updated anywhere it appears in RingCentral Contact Center, including in permissions.
The Interactions app is where you can access all your omnichannel recordings. From this app, you can search for interactions, play them back, and perform other QM processes, such as evaluations and calibrations.

Interactions (Search) Enhancements

Enhancements for the Interactions application will include:

New filter for skill—you'll be able to limit your search results according to skills
Icons for direction—see at a glance if the interaction was inbound, outbound, or internal

In addition, from the Interactions search page, you'll be able to see insights for interactions from the last 24 hours, the last 7 days, or the last 30 days.

For example, you can view graphs of interactions by:

Channel (with or without screen recording)
Duration
Top teams/skills (only available if you don't have Interaction Analytics or QM Analytics)
Customer sentiments (only available if you have Interaction Analytics or QM Analytics)
Top categories (only available if you have Interaction Analytics or QM Analytics)

Click on a part of the graph to drill down to a list of those interactions.

Stereo Recording

All existing and new customers will be configured to record in stereo. Stereo recording allows users to leverage analytic solutions, record participants separately, and play back only one side of a call.
Contact your Account Representative if you would like to remain in mono recording after the Spring 2021 release.

New BI Report: Recording Activity

Using the new Recording Activity report, users will be able to view recording metrics by channel, team, skill, and recording status. This report is part of the new Business Intelligence reports.
Users will be able to drill down to recorded or non-recorded interactions, specific team or skill trends, play interactions from within the report, and export the report to Excel, CSV, or PDF formats.
Users viewing the Recording Activity BI report will only see data and interactions based on the views assigned to them in their employee cards, under the Visibility tab. Users with no views assigned to them will be able to see all data.
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 > Recording Activity

Support for SMS

RingCentral Contact Center Recording will support Digital First Omnichannel SMS.

You will be able to:

Define recording policies to record agent screen activity while working on SMS interactions; see Define Recording Policies.
Search for SMS interactions; see Search for Interactions.
View the SMS transcript and screen recording; see View Interactions.

Annotations

When playing back an interaction, you will be able to add a private or public annotation at a specific location in the recording. Private annotations can only be viewed by the user who added them. Public annotations can be viewed by any user with the playback permission.

Permissions are required to use annotations. In the product, go to Admin > Security > Roles and Permissions, the permissions are under Interactions > Player:

Create, edit, and delete own annotations
Edit/delete any public annotations

Enhanced Playback for Emails

Email interactions will include a new timeline for viewing the events. The timeline includes when the email was sent, who sent it, and how long each agent spent working on the email.
For more information, see View Interactions.

ScreenAgent Enhancements

ScreenAgent already supports virtual desktop infrastructure (VDI) environments using Citrix Virtual Apps and Desktops.
With the Spring 2021 release, ScreenAgent will also support VMware Horizon. There is no setup required to start using VMware Horizon with ScreenAgent.
For more information, see ScreenAgent Installation.

Data Extract API Enhancement

The interaction metadata CSV file will include these new fields: agent ACD ID, segment start/end reason. The agent ID field is renamed to agent user ID.

Reporting

Business Intelligence (BI) Reports

ACD: Prebuilt Reports

Some prebuilt ACD reports will be added to BI reporting. BI reports contain widgets displaying relevant metrics and charts.

Agent Contact Report

The new Agent Contact report will display a list of agents and their associated performance metrics including handle, hold, and time metrics. From the generated agent list, you will be able to drill down to a list of contacts handled by a specific agent. Contact information and skill information will be displayed for each listed contact.

List of Agents Report

The new List of Agents report will display a complete list of agents including their agent name and ID plus team, agent, and account modification details.

List of Skills Report

The new List of Skills report will display a complete list of skills, along with the associated disposition, channel information, and other skill-based metrics.

Predictive Behavioral Routing: Summary Report

If you have PBR in your environment, your PBR data will be integrated directly in your system in a new BI report. It will enable you to view and customize your PBR data directly in the platform on demand, saving you time.

Recording: Recording Activity

Using the new Recording Activity report, users will be able to view recording metrics by channel, team, skill, and recording status.
Users viewing the Recording Activity BI report will only see data and interactions based on the views assigned to them in their employee cards, under the Visibility tab. Users with no views assigned to them will be able to see all data.

QM: Evaluator Analysis

The new Evaluator Analysis report will enable managers to review evaluator performance and evaluation progress by quality plan.

Interaction Analytics: Analytics Metric Statistics

The Analytics Metric Statistics report will provide users with a report of the most important metrics for Interaction Analytics at an agent level, team level, and account level.

Prebuilt Reports

Inqueue Preview Metric

The new Inqueue Preview metric will be added to the Active Contacts and Contact History reports.

Data Download Reports

Monitor Calls Data Download Report

Customers will be able to run a report that shows a list of interactions with agents or contacts that were monitored. This report will list who was monitoring the interaction and the length of time the interaction was being monitored.

Digital Data Download Report

This report will allow users to view a list of agents assigned to a digital skill who have also handled a voice contact.

Studio and DB Connector

Call Recording Studio UI Update

Action interfaces will be updated with MP3 as the call recording file type. In 2020, we updated call recordings to be saved as MP3 files, which is now reflected in the action interfaces.

DB Connector Error Logging

Enhanced error logging will help RingCentral alleviate potential interruptions of the DB Connector. These logs will lead to improved maintenance and performance.

Supervisor

Screen Monitoring

The screen monitoring feature will now support omnichannel digital interactions in addition to voice calls. The following media types will be added: email, chat, work item, and SMS.
Digital First Omnichannel channels will not be supported in this release.

Context-Sensitive Help

There will be a new icon in Supervisor that will launch the online help and take you directly to the relevant information.

WorkForce Management

Updates to Adherence Report

The following updates will be made to the Adherence Report:

New widget—OOA Cause. This area chart will display which activities the agents were actually performing while out of adherence.
Streamlined report data—Users will no longer have to drill to a specific agent's page. Selecting the agent in the Agent Summary widget will filter all other widgets on the page to display only that agent's data. In addition, the Adherence Over Time widget will be moved to the main page of the report.
Raw Data view—Users will be able to click View Raw Data from the Agent Summary widget to open a report page displaying all raw adherence data.

Forecasting and Staffing Enhancement: Forecasting by Scheduling Unit

When creating a forecast, managers will be able to optimize staffing by generating a staffing plan at the scheduling unit level.
The Forecaster will use simulations to consider multi-skill efficiency for the agents in the scheduling units.
Managers will be able to view the staffing plan by skills, by scheduling units, by skills within a scheduling unit, or the total staffing for all skills and scheduling units.

Updates to Intraday Manager: New Staffing Columns and Metric Widgets

The following updates and enhancements will be made to Intraday Manager:

New Staffing metric information—In addition to the Required, Scheduled, and Variance columns for Staffing, Actual and Actual Variance columns will be added.

The Actual column displays the total number of open agents coming in from the ACD in 15-minute intervals.

The Actual Variance column displays the variance between the required agents in the forecast and the actual number of open agents.

Metric widgets—Widgets for different metrics will be added to the top of the Intraday page to display the key metrics and their trends. Each widget will display the trend for the forecast, the reforecast value, and the actual value. In addition, each widget will highlight the variance percentage.
Managers who want to focus on the numbers in the grid will be able to expand it to a full page view, without the filters and widgets.

View Schedule History in the Schedule Manager

Managers will be able to view the history of changes made to agents' schedules directly from the Schedule Manager by selecting View Schedule Changes.
The Schedule Change History page will display changes by agent and date.
For each change, managers will be able to see:

The date and time of the change
Who made the change
The action that triggered the change (for example, an agent request or publishing a new schedule)

Managers will be able to click Revert on most of the changes to return to an earlier version of the schedule.

Updates to Daily Rules: Schedule Activities in 5-Minute Increments

When creating daily rules, managers will be able to define the length of an activity in 5-minute increments, to enable more precise scheduling.
Activities will still begin at 15-minute intervals.

Spring 2021 Cumulative Update 1

These are the bugs and known issues that are fixed in this update:

ACD

If an email contact was interrupted by a chat or call, the email status would change to park and be routed to a different agent after the chat or call was completed. Upon completing that email contact, it became stuck in the queue.

API

The Delete removeProspects API was returning an invalid type error when the externalID field contained alphanumeric characters.
Some invalid Studio Snippet parameters using REST API action parameters were being incorrectly validated which caused the environment to crash.

MAX

After an agent logged in to MAX using WebRTC, if they opened another application on top of MAX, the first call delivered would not ring.
If an agent was handling both an email and a call with ACW, between when the call ended and the ACW timeout, any changes to the email would be lost.

Omnichannel Session Handling

If a contact dropped a call while it was still routing, the agent who would have received the call would be set to Unavailable - Refused if they had no other active contacts.
Custom override chat scripts weren't running when the agent sent a message.

Studio

When you passed masked personal data in parameters, they appeared in global variables in the script trace.

Spring 2021 Cumulative Update 2

These are the bugs and known issues that are fixed in this update:

ACD

Bulk uploading a large list of agents was causing an error to occur.
In a few rare cases, contact routing could temporarily stop.

Channels

Prechat forms submitted by customers in Omnichannel Chat were not always being displayed for the agent.

Digital First Omnichannel

When a case was assigned to another available agent and the original agent closed the tab, the case would become unassigned.

MAX

The concurrent chat count was counting all active contacts instead of just active chats.

Spring 2021 Fixed Issues

These are the bugs and known issues that are fixed in this release:

Developer Portal

When users tried to log in to the Developer Portal, it displayed a message that it was down for maintenance.

Digital First Omnichannel

Attempting to set SLAs would result in an error.
Some inline email attachments weren't appearing in MAX or the Contact History report.
Cases were sometimes assigned to two agents at the same time.
Email scripts with an OnError path would sometimes throw an exception and the contact would become stuck.

MAX

Agents assigned to outbound skills were unable to set their disposition to Call Back - Schedule Time and then complete the interaction.
Users couldn't open the WEM panel after adding a new schedule.

PartnerHub

When Salesforce Service was enabled for a user and the user's Salesforce password expired, the user couldn't update ports in the Port Manager.
When a user completed a request to provision a new POC, the status of the new POC would be New instead of Complete.

Contact Center Recording

Users with View permission for recording policies could not view the policy configuration.
If users experienced temporary network issues, screen recording could be disrupted.

Studio

The Login With Session ID feature was not functioning for organizations that recently received the Contact Center UI Upgrade.

Supervisor

In Omnichannel Session Handling environments, the voice and screen monitor features for contacts weren't visible for all metrics.

Spring Cumulative Update 3

These are the bugs and known issues that are fixed in this update:

ACD

From the CallTransferred CTI event, the TransferredSession, SessionId, and SipEndpoint fields were blank when populated from a warm transfer with an external source.

API

Chat transcripts retrieved via API were missing system responses in the admin API results.

Workforce Management

Transferred or reskilled chat contacts in the agent application were not being counted or reported in WFM.

Digital First Omnichannel

Scheduled reports were being created but not sent to the specified email address.

MAX

Emails sent with unsupported language encoding were generating errors when delivered to an agent. When this occurred, the agent would become stuck in a contact wrap-up state.
In chats, MAX would sometimes display a special character instead of the correct character. For example, a chat might display "%20" instead of a space.
After enabling Integrated Softphone for MAX, the Accept button in the pop-up window was not clickable when a call was delivered.

Personal Connection

Uploading several dialer lists simultaneously could cause one of the lists to become stuck.
When MAX was configured with both web scripting and a screen pop for incoming calls, only the web scripting screen was displayed.

Reporting

The IEX_Queue_30min data download report was displaying as blank for some customers.
The Teams drop-down in the settings for the Agent List widget was loading very slowly.

April Minor Release

These features are being included in the April 2021 Minor Release.

Recording

ScreenAgent Client

Final reminder that all users must upgrade to ScreenAgent V2.1.x by April 1, 2021.

If users have ScreenAgent V1.x installed, it won't be possible to record their screen activity after April 1, 2021. You must upgrade all users to the current version of ScreenAgent and then contact your Account Representative to enable screen recording with the current version of ScreenAgent.

If your contact center has users with ScreenAgent V2.0.x, we recommend you upgrade to the current version of ScreenAgent to take advantage of more secure authentication and improved playback.

To download the current version of ScreenAgent, see ScreenAgent.

A new version of the ScreenAgent Client (2.1.49) is now available. With this new version, two additional environments are supported: United Kingdom (UK) and Canada (CA).

IEX WFM Integrated

External Identity Field Syncs with IEX agent profile

The External Identity value in agents' employee profiles now syncs to the External ID field in their IEX agent profile. This applies only to agents whose employee profiles includes an External Identity value. This enhancement reduces the amount of work required to maintain user accounts. It facilitates a future product offering to provide single sign on to IEX WebStation users.

Import Third-Party Data into IEX WFM Integrated

The IEX WFM Import/Export add-on allows you to import data from outside sources into IEX WFM Integrated. This is helpful when you have a recurring or regularly-scheduled need to import data. It is also be useful for one-off imports, such as when setting up a new system. You can import data from third-party systems such as HR or forecasting systems. IEX WFM Import/Export supports 5 categories of data. You can import contact forecast data, historical data about a Contact Type, MU scheduled opens data, agent schedule changes, and agent vacation/RPO data.

IEX WFM Import/Export uses a secure FTP (SFTP) server so that the data you import is transferred securely. You can create text-based files containing the data you want to import, place them in a specific file structure, and IEX WFM Import/Export automatically uploads them to the SFTP server and imports the data. Data must be formatted correctly. Each category of data has its own requirements for formatting and file names.

My Zone

Update to Performance Monitoring

When managers drill down to the agent view in Performance Monitoring, the form name and form version for each evaluation now appear in the grid.

Quality Management

My Zone: Update to Performance Monitoring

When managers drill down to the agent view in Performance Monitoring, the form name and form version for each evaluation now appear in the grid.

Reporting

Business Intelligence (BI) Reports

Unified Report List

Users can now access all prebuilt reports (business intelligence, ACD, WEM, and new reports) from a single unified list in the Reporting application.

Export Net Staffing

From the Schedule Manager, users can now export net staffing to a CSV file for a better view of the data. The net staffing can be exported by scheduling unit for a single day or week.

Adherence Report Update

Users can now drill to a raw data report with all adherence data for a specific agent from the Agent Summary widget.

Export Time-Off Summary

From the Time-off Summary page, managers can now export time-off data by scheduling unit, with the additional option to filter the data by activity. The data is exported to a CSV file.

Filter Requests by Scheduling Unit

In the Requests page, managers can now filter requests by scheduling unit.

Automatic Approvals for Time-Off Requests

This feature was added as a release adjustment.

Managers can now create rules to automate responses to time-off requests, in the new Approval Rules page in WFM.

Rules apply to specific scheduling units and activity codes, based on selection. In addition, managers can apply conditions to the rules based on:

Agent seniority
Remaining group time-off allotment
When the request is created

Requests that meet all conditions will be approved automatically.

For requests that do not meet the conditions, the manager can either:

Set the rule to decline the request automatically
Set the rule to redirect the request for manual approval

There is no change on the agent side. Agents will not know that their requests were handled automatically.

Managers can see which requests were approved or declined automatically in their Requests page.

In order to create approval rules, users must have the View and Manage permissions enabled in the Approval Rules permission. This permission is available in Admin > Security > Roles & Permissions, in the WFM > General Permissions section.

Spring Cumulative Update 4

These are the bugs and known issues that are fixed in this update:

API

Impersonating an agent using the POST /services/v21.0/agents API was sometimes generating an error.

MAX

If MAX was hidden behind another application, the first incoming call would not ring through.
Intermittently, inbound calls were not being routed to agents in MAX.

Spring Cumulative Update 5

These are the bugs and known issues that are fixed on this update.

API

The contact/completed API was not applying the updatedSince filter to records that had been updated with a new ACW value.
When using APIs, if an agent lost connectivity while on a call, the system was not setting that agent to an unavailable state and ending the session.

Channels

When a chat was started from a mobile device, some parameters were not being passed back to the script.

MAX

Custom screenpops were opening in MAX as overlapping windows in the same tab instead of each screenpop opening in a separate tab.