Release Notes

RingCentral Contact Center User Hub | Summer 2022

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: Summer 2022

User Hub Release Notes for Summer 22.2

Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and X means that the detail does not apply to the feature.
Customer Request The feature was developed by customer request.
UI Change The feature introduces major user interface (UI) changes.
Availability
When you can expect to see the feature in your environment.
On toggle— This is a major release. The feature automatically toggles on later in the release. 
On deploy—The feature is immediately available when the new release deploys to your environment.

Global Changes

Configurable Toast Message Duration

All users will be able to adjust the length of time that toast messages appear on their screen. This setting will be in a new Accessibility tab in My Profile. Users will be able to configure the messages to stay on-screen for a longer period of time.
Toast messages are small, temporary pop-up messages on the bottom of the screen indicating things like errors or successes. They are built in to Contact Center functionality and can appear on any screen.
Customer Request X UI Change Availability On toggle

Session Timeout Warning

Users will receive a timeout warning after 20 minutes of inactivity in Contact Center. This update will not apply to agent applications. You can choose to stay logged in or to log out.
Customer Request X UI Change Availability On toggle

Use Company Domain Button Added to the Contact Center Login Page 

A new button, Use Company Domain, will be added to the Contact Center login page.
See what the new button will look like
With this button, you will be able to use your company's custom domain name to see your authentication pages. Depending on your tenant configuration, you will be able to see the tenant banner, marketing area, and single sign-on (SSO) profiles.
If the Tenant ID is received in the URL used for your Contact Center system, the authentication page will not show the Use Company Domain button.
Customer Request X UI Change Availability On deploy

Support Added for Use of Access Keys through Global Authentication/Token Endpoint

You will be able to authenticate your users with access keys through the Contact Center global authentication/token endpoint. To do so, you will have to register for this method in the DEVone Developer Community. Contact Center supports a single API endpoint to retrieve access tokens. You can discover the endpoint for access keys with OpenID Connect discovery.
Customer Request X UI Change X Availability On deploy

Internationalization and Localization for Global Authentication

Contact Center will offer global authentication features in the user's native browser language. The following languages will be supported:
  • Spanish
  • German
  • Brazilian Portuguese
  • Canadian French
  • Japanese
Customer Request X UI Change Availability On deploy

Support Added for Claim-Based OpenID Connect Linking of New Users

Some ID providers require a unique subject identifier for each Contact Center application. This has made it impossible to pre-configure federated identity for these users in Contact Center. Instead, the user had to log in using a different method, and then manually link their OpenID Connect identity to their user account.
With this release, Contact Center will be able to use a different claim value, like an email address, to establish the user's identity at their first login only. Contact Center then automatically switches to the unique OpenID Connect subject identifier. This update will make it easier to set up a user's federated identity using the unique, stable OpenID identifier.
Customer Request X UI Change X Availability On deploy

ACD

Assigned Inactive State for User Skill Assignment Added to ACD Bulk Upload Template

Currently, in the user interface, you can set user skill assignments to one of the following three states:
Assigned active—the skill is assigned to the user, and Contact Center can route contacts to them based on that skill.
Assigned inactive—the skill is assigned to the user, but Contact Center cannot route contacts to them based on that skill.
Unassigned—the skill is not assigned to the user.
In the ACD bulk upload templates, only the assigned active and unassigned states are supported. Starting with the Summer 2022 release, you will be able to set user skill assignments to assigned inactive with the bulk upload templates. This update will more closely align the bulk upload templates to the user interface, which will allow for a more seamless user experience.
Customer Request UI Change Availability On deploy

Help Text Added to Filled ACD Bulk Upload Templates

You can download blank ACD bulk upload templates or filled templates in Contact Center. Filled templates come with all your current data in Contact Center already included. Using a filled template, you can edit existing information in Contact Center, add more information as needed, or both. Then you can upload all your changes and additions into Contact Center. Currently, only the blank template comes with help text to explain each column. This update will add the help text to the filled templates. The help text will help you understand the purpose and use of each column in the template.
Customer Request X UI Change X Availability On deploy

Obsolete Fields Removed from Contact Center

The Other Abandons field will be removed from the Details tab on the ACD Skills record.
The Start day of week field will be removed from the Details tab on the Business Units record.
These fields serve no function in Contact Center. Their removal will reduce confusion about their purpose and use.
Customer Request X UI Change Availability On deploy

Omnichannel Session Handling Available for FedRAMP

Customers in FedRAMP Moderate and High environments will have the option to use Omnichannel Session Handling (OSH). This feature must be enabled for your business unit. Ask your Contact Center Account Representative for more information.
Customer Request UI Change X Availability On deploy

Admin

Auditing of QM Evaluation Activities

A new Block Outbound Calling set of permissions will be added to the ACD permissions in Admin. It will allow you to restrict various kinds of outbound calling for MAX agents based on their security profile. For more information, select Agent for Salesforce or MAX in the filter at right.
  • Created/assigned
  • Submitted
  • Acknowledged
  • Challenged (Disputed)
  • Deleted
  • Replaced
  • Expired
  • Auto Acknowledged
  • Saved as draft
  • Challenge Resolved (Dispute Review)
Customer Request UI Change Availability On toggle

Reports Migration

The following reports will use the new business intelligence (BI) model:
  • Activity Audit
  • Change Audit
  • Coaching Workflow
The new reports will have all the enhanced features that BI reports provide. The new reports will have the same name and will replace the existing reports.
To use these reports, you will need to set the following report permissions on Admin > Security > Roles and Permissions > Permissions:
  • All reports—Reporting > General BI Permissions > Report Viewer
  • Coaching Workflow report—Reporting > BI Reports > Coaching Workflow
  • Activity Audit report—Admin > General Permissions > Activity Audit Report Access
  • Change Audit report—Admin > General Permissions > Change Audit Report Access
Customer Request X UI Change Availability On toggle

Select All Button Replaced by User Counter

In the Add Users window and the Add Roles window, the Select All button will be replaced by a counter that shows how many users or roles are selected. A check box will also be added. The check box will allow you to select all the users or roles that are shown on the page. The number of users or roles will update as you scroll down the page. This update will help you keep track of how many users or roles you've selected.
The Add Users window is found on the Assigned Users tab on the Groups, Teams, and Roles & Permissions pages. The Add Roles window is found on the Assigned Roles tab on the Login Authenticators page.
Customer Request UI Change Availability On toggle

Removed Ability for Users to Edit their Own Visibility and Role

Currently, users can edit their own visibility and secondary roles if they have the edit employee permission. They cannot edit their primary role. Starting with the Summer 2022 release, users will no longer be able to edit their visibility and roles. They will still be able to view them in their employee profile. This will apply to all users. The update will increase security by removing the ability of users to change their visibility and role settings.
Customer Request UI Change X Availability On toggle

Drag and Drop Capability Added in Hierarchies

Currently, to move a node to a different part of the hierarchy, you have to delete that node and its children and recreate them under a different parent. This update will allow you to drag and drop entire branches to different parts of the hierarchy. When you drag and drop a node, each of its children will move with it. You will no longer need to delete and recreate nodes to move them. This update will save you time when editing hierarchies.
Customer Request UI Change Availability On toggle

Meaning of Colors Changed in Hierarchies

The meaning of the colors used in hierarchies will be updated. Currently, the colors represent the level on the hierarchy. With the Summer 2022 release, this will change, and the colors will represent the type of node in the hierarchy. There are three types of nodes in your hierarchy chart: organizational units, teams, and scheduling units. Each type of node will have a different color associated with it. Having a visual cue for each type of node will help you navigate and edit a hierarchy more quickly.
Customer Request UI Change Availability On toggle

Views Column Added to Employee Bulk Upload Template

A new column, Views, is being added to the bulk upload template for employees. In this column, you will be able to assign one or more views to your employees. You will no longer have to assign views manually for each user, although you still can when needed. This feature will save you time when adding or editing multiple employee profiles.
Customer Request UI Change X Availability On toggle

New Permissions to Block Outbound Calling

A new Block Outbound Calling set of permissions will be added to the ACD permissions in Admin. It will allow you to restrict various kinds of outbound calling for MAX agents based on their role.

User Assignment Permission

When enabled, the existing ACD permission for User Assignment will allow you to easily add, remove, and manage ACD skill proficiencies without having to leave Supervisor. This will save time and allow you to more quickly correct for contact center volume changes.
Customer Request UI Change Availability On toggle

Continuous Agent Monitoring Permission

If you have the Continuous Agent Monitoring permission enabled, you will be able to continuously monitor an agent's interactions in Supervisor until:
  • You manually stop monitoring.
  • You choose to take over the interaction.
  • The agent leg disconnects.
  • You log out.
This feature will add flexibility and will make it easier for you to configure interaction monitoring according to your individual company policy.
Customer Request UI Change Availability On toggle

Agent for Salesforce

See the Agent for Salesforce version log for a list of previous versions.
The following features are included in version 21.0 and are expected to be released in June 2022.

Display Dynamic Data When Accepting a Call

You will be able to use Studio scripting to display custom data about a contact in the Agent for Salesforce interface. The custom data will appear when an agent accepts a call. This will be useful for agents who need to know information about a contact other than their phone number, the call time, and the skill.
Customer Request UI Change Availability On deploy

Bi-directional Presence Sync

A new bi-directional option will appear in Salesforce Agent Settings under Presence Master. It will allow the CXone Agent application and the Salesforce Omnichannel widget to sync. Any changes made to one will appear in the other.
Customer Request UI Change Availability On deploy

Ring Tone for Idle Agents

Currently, if agents using an Integrated Softphone session are in an idle state for over two hours they must log out and then log back in. Otherwise, they won't hear a ring tone to signal incoming call. With version 21.0, a ring tone will sound regardless of the duration of an idle state. This adds convenience for agents, and helps ensure incoming calls are not missed.
Customer Request UI Change Availability On deploy

New User Permissions

You will be able to manage user permissions for these functions:
  • Mute
  • Record
  • Mask
  • End Call
  • Create Commitments
This will be done in Contact Center. If you choose to disable a function for a user, that function's button will be hidden in the user's Agent for Salesforce interface.
Customer Request UI Change Availability On deploy

Unavailable Code Breakdown in Agent Reports

Currently, agents can see how much time they've spent in the available, working, and unavailable states in Agent Reports > Productivity in Agent for Salesforce. With version 21.0, they will also be able to see a breakdown of how much time they've spent in each unavailable code.
Customer Request UI Change Availability On deploy

Channels

Increased File Size for Outbound Email Routed by ACD

Supported file size will be increased to 40 MB.
Customer Request UI Change X Availability On deploy

New Channel Support in FedRAMP Moderate

SMS and email channels that route through the CXone ACD will be supported for use in FedRAMP Moderate platforms.
Customer Request X UI Change X Availability On deploy

CXone Attendant

View Changes to CXone Attendant User Settings in Audit History Tab

Any changes you make to a user's CXone Attendant tab in Admin > Users in CXone will appear in the user's Audit History tab. This will enable you to see a more complete record of changes made to each user.
Customer Request UI Change Availability On deploy

Clear the Extension and DID Fields When Deactivating CXone Attendant Access

Currently, when you deactivate a user's access to CXone Attendant in CXone, the Extension and DID fields lock in their values. With the Summer 2022 release, you will be able to clear the fields automatically based on a new configurable setting. This will release the extension and DID. You can then assign them to another user.
Customer Request UI Change Availability On deploy

DB Connector

DB Connector Support for CXone OpenID Login

DB Connector will now support CXone OpenID login.
Customer Request X UI Change X Availability On deploy

Digital First Omnichannel

Chat Enhancements

The following are enhancements for chat messaging only:
  • Availability Indicator—Agents' avatars will be updated to show they are unavailable when they log off.
The following are enhancements for both live chat and chat messaging:
  • Code snippet for websites—You will be able to use a new button on the Points of Contact Digital page to run initialization and testing for your DFO chat channels.
  • Engagement Mapper—You will be able to use native functionality to map UI elements on your website. This will allow you to create rules for mapped elements to do things like start a chat when a customer interacts with that element. This gives you more control over starting conversations with your customers.
  • Channel Guide—You will be able to display entry points for digital channels of your choice directly on your website. These entry points will redirect customers to the channel they select and get them connected with an available resource, such as an agent or bot. This gives you more control over which digital channels your customers use to interact with you, while still allowing for customer preference.
  • Language-based routing—You will be able to improve contact experience by routing cases based on the language of the contact's browser.
Customer Request X UI Change Availability On toggle

Studio-Related Updates

The following features will enhance the experience of using Digital First Omnichannel and Studio.
  • Reqagent action for digital scripts—This action is an expansion of the existing Reqagent action. It will allow you to put a digital contact in a specific routing queue, set the priority, and select the proficiency range of the agent who should handle the contact.
  • Long-running digital scripts—Digital scripts will be able to run as long as needed for the contact. Digital contacts routed through Studio will not be restricted by a 24-hour time-to-live (TTL) limitation. The script will be terminated when the requested agent is reached. This feature enables better digital conversations, especially when bots or intelligent virtual assistants are involved.
Customer Request X UI Change Availability On toggle

Reporting-Related Updates

There are two new pre-built reports that display digital data: Agent Contact Performance and Digital Agent Message Statistics. Many existing reports will also include digital data.
Customer Request UI Change Availability On toggle

Populate Third-Party Data in Customer Card

You will be able to include data from third-party data sources in customer cards. The data is included in customer cards using Digital First Omnichannel custom fields that are automatically created.
When enabled, agents see a new field on their customer card to display data pulled from the third-party source.
Customer Request X UI Change Availability On deploy

Administrative Updates

  • Search and reorder routing queues—On the routing queues page, you will be able to quickly and easily search the name of the routing queue you are looking for. You will also be able to reorder the queues in the table by number.
  • Search channels—You will be able to search your existing channels on the Points of Contact Digital page.
  • Setting unification—Settings between DFO and ACD will be more unified and consistent. All functionality for creating or editing will be available in ACD settings. These settings will be view-only in the Digital First Omnichannel portal.
Customer Request X UI Change Availability On toggle

Automatic Translation in Messaging

Agents will be able to turn on translation functionality for their inbound and outbound messaging. The language of the customer and the agent can be set individually.
Customer Request X UI Change Availability On toggle

Workflow Automation (WFA) Updates

The following updates are for the Workflow Automation functionality in DFO. These updates will provide you with more flexible customization options for your WFA jobs.
  • Unified WFA settings—All triggers, jobs, and schedulers will be accessible from the ACD section of the Contact Centerplatform. These settings will no longer be available in the Digital First Omnichannelportal.
  • Consolidated trigger options—All trigger and scheduler actions will be accessible on one page.
  • New triggers:
    • Customer custom field has changed—will run a job based on changes to a custom field in the customer card.
    • Case custom field has changed—will run a job based on changes to a custom field in the case.
  • New condition:
    • Date and time—will allow triggers to only run jobs during a specified date and time period.
  • New jobs:
    • Delete attachments of a message—will allow attachments to be deleted.
    • Masking with own pattern—will allow you to configure custom regular expression (regex) patterns to mask text in a message. This job will only work with the "Before message is created" trigger.
Customer Request X UI Change Availability On deploy

Email Enhancements

Email through the digital inbox has the following updates:
  • Updates to quick replies—You will be able to format text and configure variables within quick replies. When an agent uses a quick reply, any formatting will be applied and variables will be automatically filled. Any quick replies that contain HTML formatting will only be available for agents to use in channels that support HTML This feature streamlines the experience for sending richer messages.
  • Formatting tools for agents—Agents will be able to change font type, color, and size; highlight text; and include inline images in both outbound and reply emails.
Customer Request UI Change Availability On toggle

Address Book

Agents will be able to search their connected directories for contact information when sending an outbound message in a Teams channel. This feature makes it easier for agents to bring in outside resources if needed. This will require setup with Advanced Directory Sync.
Customer Request UI Change Availability On toggle

WhatsApp Embedded Signup

This feature will allow Business Solution Providers to let businesses set up the WhatsApp Business API directly from their website. This is an expansion of the simplified, time-saving setup process from the Spring 2022 release. This process will only apply to new WhatsApp users.
Customer Request UI Change Availability On toggle

Rename of Apple Business Chat

Mentions of Apple Business Chat will be changed to Apple Messages for Business in the UI. This is to match Apple's rename of the product.
Customer Request UI Change Availability On deploy

Truly Omnichannel Rich Messaging (TORM)

Agents and bots will be able to send quick replies that have rich formatting through any channel. If the channel doesn't support rich formatting, it will be sent as plain text.
Customer Request UI Change X Availability On deploy

Engagement Manager

Manual Approval for Shift Trade Requests in CXone WFM using the EM Agent Mobile App

Shift trade requests submitted through the mobile app will be sent for manager approval based on your contact center's WFM trade configurations. The manager will only need to approve if the target agent accepts the request. Otherwise, the manager will not receive the request.
Customer Request X UI Change Availability On toggle

Feedback Management

Response Limits

You will have the option to specify a monthly survey response limit. This limit is set on the company level, not on the individual survey level. Feedback Management will stop collecting responses once they reach your specified limit. Users who have unfinished surveys will still be able to complete them. This feature will give companies more control over their usage charges.
Customer Request UI Change Availability On deploy

Data Deletion 

Currently, Feedback Management users are not able to delete old survey records. With this release, companies will be able to delete:
  • Survey invitations
  • Survey responses
  • Any related data, such as contact information
Opt-out records are always retained.
This will provide greater flexibility for companies to comply with internal data retention policies and government regulations such as the U.S. CAN-SPAM Act. Thoughtful data deletion can also improve performance for companies with large amounts of data.
Deleted data cannot be recovered. Due to the risk of accidental deletion, only NICE CXone personnel can schedule and start deletion jobs. You'll need to work with your CXone Account Representative to set up a data deletion schedule that meets your needs.
The feature will also include a new Data Deletion Configuration History page. You'll be able to review each update related to data deletion. The page shows who made the change, the date and time of the change, and the exact update to each field. 
Customer Request UI Change Availability On deploy

Anonymous Survey Sharing in Modern Themes

In modern theme surveys, you'll be able to ask contacts if you can share their comments online. When they agree, their comments appear anonymously on a comment stream. You can then share the stream on a Facebook Fan page or other website. This feature is currently available only in classic themes.
Customer Request UI Change X Availability On deploy

Modern Theme Survey Enhancements

Modern theme surveys will feature a number of improvements:
  • Long words will no longer be hyphenated at the end of a line. Instead, the entire word will appear on the next line.
Customer Request UI Change X Availability On deploy
  • Link and web pop-up surveys will no longer require a contact's email address. This will give you flexibility to record other information about the contact even when the contact’s email address is unknown.
Customer Request UI Change X Availability On deploy
  • Surveys displayed on a desktop screen have a visible scroll bar on the right side of the page. This gives the respondent a visual cue that there are more questions. 
Customer Request UI Change X Availability On deploy

Early Notice: Net Promoter Benchmarks

While not part of the upcoming release, the 2022 U.S. Consumer Net Promoter B2C and B2B Benchmarks will soon be available in the Research area of Feedback Management.

Early Notice: Classic Themes Deprecation

Later in 2022, Feedback Management will no longer support these classic themes:
  • London
  • Monterey
  • Portland
  • Tokyo
Before this happens, modern themes will offer the same features as classic themes. These include slider surveys and mandatory question asterisks in front of the text. Once only modern themes are supported, any classic theme defects will no longer be fixed. You can upgrade to modern themes easily. Just navigate to the new Modern Style page and make your selections.

IEX WFM Integrated

User Deletion for GDPR Compliance

Currently, when you deactivate a Contact Center user account, the user moves to an inactive MU in IEX and their data still exists. A new setting will allow you to permanently remove their data from IEX. This helps your organization comply with GDPR regulations in Europe. After the Contact Center user is deactivated, the IEX account will be marked for removal, and after 7 days, deleted from IEX. This is a tenant-level setting, so be aware of how this might affect non-European users or seasonal employees. If GDPR is a requirement for your organization, contact your Contact Center Account Representative.
Customer Request X UI Change X Availability On deploy

WCX Cloud Integration Features

If your system is hosted in the NICE cloud, you will be able to use additional IEX integration features, including:
  • Display agent schedules in MAX
  • Sync Contact Center user data to IEX
  • Improved delivery of intraday metrics
Customer Request UI Change X Availability On deploy

Update IEX User Data via Change File

The IEX WFM Import/Export feature will be enhanced to support updating user data from external sources. You will be able to automate the process of updating user data by importing a file to a Contact Center SFTP server. This will allow you to streamline the task of enriching your data. For example, you might have human resources software that tracks a user’s supervisor. You could automatically add this information to users in IEX.
Customer Request UI Change X Availability On deploy

Option to Enable IEX WFM and CXone WFM Concurrently

You will be able to use both CXone WFM and IEX WFM Integrated within the same tenant. This facilitates unique situations where one option better suits a specific group, or if you want to transition from one option to the other.
Customer Request X UI Change X Availability On deploy

Multiple ACD Tenants

If your organization has multiple tenants, you will be able to use these tenants under one IEX tenant. This will allow you to unify forecasting, scheduling, and workforce management activities.
Customer Request UI Change X Availability On deploy

Interaction Analytics

Streaming Export to Cloud Storage Services

Users will be able to export data from Interaction Analytics to storage with secure external access in Cloud Storage Services. Data will be exported in near real-time and include the following:
  • Internal metadata
  • Contact metadata
  • Agent metadata
  • Annotations, such as sentiment and frustration
  • Categories
  • Interaction transcripts
  • Enlighten metrics (if your company has purchased an Enlighten Behavioral Metrics package)
Customer Request UI Change X Availability On toggle

Removal of Transcript from Export in the Interactions Widget

With the release of the streaming export feature, transcripts will no longer be included in exports from the Interactions Widget. The "Combined Transcript" column will be removed.
Customer Request X UI Change Availability On toggle

Support for Canadian French

Users will be able to analyze Canadian French interactions in addition to English, Brazilian Portuguese, and Spanish interactions. Separate datasets can be created for each of these languages; that is, one language per dataset.
When you add Canadian French analysis to Interaction Analytics, a drop-down for language will be available for dataset creation and for category and workspace templates. To support Canadian French datasets, you will be able to create custom categories, sentiments, and entities. Selected widgets and filtering capabilities will also support Canadian French. The Interaction Analytics user interface remains in English only.
Each language in addition to English is a purchasable add-on. Ask your Contact Center Account Representative for more information.
Customer Request UI Change X Availability On toggle

Analytics Category Statistics Report

You will be able to group the Analytics Category Statistics report by team and agent, as well as by dataset and categories. This will enable you to analyze specific teams or agents using analytics categories such as agent performance and customer satisfaction.
Customer Request X UI Change Availability On toggle

MAX

New Permissions to Block Outbound Calling

A new Block Outbound Calling set of permissions will be added to Admin. It will allow you to restrict various kinds of outbound calling for MAX agents based on their role. The Block Outbound Calling permissions will include these options:
  • Ad-hoc
  • Redial
  • Agent
  • Address Book
  • Skill
  • Elevation
  • Save & Redial
  • Transfer
To block a specific outbound calling type, you will be able to check the box next to each option. By default, all of the boxes will be cleared.
Customer Request UI Change Availability On deploy

New Directories Tab with Dynamic Address Books

You will be able to configure dynamic address books in Adapters. Agents will be able to browse them in a new Directories tab in the MAX Address Book. They will also be able to search for a specific individual. The search results will display the person's name, email address, job title, and department.
Customer Request UI Change Availability On deploy

Real User Monitoring

MAX will now support Real User Monitoring (RUM). RUM collects data and metrics about user performance so that you can use it to improve processes. It also makes it easier for Support to help you troubleshoot issues more quickly.
By default, RUM is deactivated for every tenant. When you activate RUM, the system will log 5% of agent sessions. This percentage can be increased by Support if needed.
Customer Request X UI Change Availability On deploy

Personal Connection

Restrict Caller ID Choices to Verified Entries

You will be able to restrict the caller ID values for the Override Caller ID setting so that only numbers from the verified caller ID table are available. This will ensure that your outbound calls are assigned to a verified caller ID value, which will receive full attestation using the SHAKEN protocol. The feature also prevents agents from accidentally choosing an unverified caller ID. To restrict the available values, contact your CXone Account Representative.
Customer Request X UI Change Availability On toggle

Updates to PlaceCall StudioAction

The PlaceCall action will include Laydown functionality for automated handling of answering machine messages. This will improve answering machine detection (AMD) and accurate recording and delivery of messages.
Customer Request X UI Change X Availability On deploy

Quality Management

Time Zone Filter in Quality Plan

In a quality plan, you will now be able to set the time zone in a quality plan to fetch the interactions that happened during the set time zone.
Customer Request UI Change Availability On toggle

Managing Evaluators in an Active Quality Plan

In an active quality plan, quality managers will now be able to add or remove evaluators. This will allow quality managers to manage evaluations without deactivating the current quality plan and creating a new one.
Customer Request UI Change Availability On toggle

Evaluate Employees without Any Interactions

The new Employee Evaluations feature will allow quality managers to create an evaluation without any interactions. These evaluations without any interactions will be assigned to evaluators to evaluate employees.
All QM reports will contain information whether it is an interaction-based evaluation or an employee evaluation.
As a result of these changes, there will be a new version of QM Workflow API—version 4. The QM Workflow metadata will include the employee evaluation information.
Customer Request UI Change Availability On toggle

Auto-Response Evaluations

Up until now, when creating a form, Quality Managers could configure auto-response rules for questions by setting categories and sentiments. With this release, Quality Managers will be able to configure auto-response rules for questions by setting agent behaviors.
Based on the selected agent behaviors, the QMapplication will automatically respond to evaluation form questions matching the behavior associated with the interaction. This will help the evaluators to complete evaluations faster, because 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.
This feature will be a part of the QMPremium license.
Customer Request X UI Change Availability On toggle

Canadian French Language Support in Category Management

Category Manager will now support Canadian French as an additional language. You will be able to create, save, and update custom categories in this supported language.
For other QM processes that use Category Manager such as Quality Planner and Form Manager, you will be able to apply the Canadian French language filter when selecting a category.
This feature will be a part of the QMAdvanced license.
Customer Request X UI Change Availability On toggle

Form Manager Enhancements

In the Form Manager:
  • Form title and sub-title text will be limited to 512 characters.
  • Form data question text will be limited to 2,048 characters.
  • Long text question and answer text will be limited to 10,000 characters.
Customer Request X UI Change Availability On toggle

Auditing of QM Evaluation Activities

The following QM evaluation activities will be audited in the Activity Audit and Change Audit reports:
  • Created/assigned
  • Submitted
  • Acknowledged
  • Challenged (Disputed)
  • Deleted
  • Replaced
  • Expired
  • Auto Acknowledged
  • Saved as draft
  • Challenge Resolved (Dispute Review)
Customer Request UI Change Availability On toggle

Reports Migration

The following reports will use the new business intelligence (BI) model:
  • Activity Audit
  • Change Audit
  • Coaching Workflow
The new reports will have all the enhanced features that BI reports provide. The new reports will have the same name and will replace the existing reports.
To use these reports, you will need to set the following report permissions on Admin > Security > Roles and Permissions > Permissions:
  • All reports—Reporting > General BI Permissions > Report Viewer
  • Coaching Workflow report—Reporting > BI Reports > Coaching Workflow
  • Activity Audit report—Admin > General Permissions > Activity Audit Report Access
  • Change Audit report—Admin > General Permissions > Change Audit Report Access
Customer Request X UI Change Availability On toggle

Enhancements to Existing BI Reports

Existing BI reports will have these enhancements:
  • Agent Behavior Insights—The Interactions widget on the agent details page will show the type and start time for each interaction. You will be able to playback each interaction by clicking the new Play button. In addition, the Interaction ID column will be the last column in the table.
  • Evaluations by Team—The report will incorporate employee evaluations and you will notice some column header changes. When the evaluation item is Employee, the playback will display the Form Executor only. When the evaluation type is not Employee, the playback will open both the Form Executor and the Player.
  • Evaluator Analysis—The Evaluation From Search label will be renamed On the Fly Evaluation.
  • Titles of All Reports—Report titles will be consistent and report names will no longer appear twice in the title.
Customer Request X UI Change Availability On toggle

Real-Time Interaction Guidance

Phrases and Guidance Licensed Separately

Behavior guidance will be licensed separately from phrase-based guidance. The default license provides Real-Time Interaction Guidance with phrase-based guidance, which allows you to provide guidance alerts for agents based on the words said by the agent, the contact, or both. You will have the option to add a license for Enlighten behavior guidance.
Customer Request X UI Change X Availability On toggle

Administration Pages Available in the Contact Center Platform

You will be able to access the Real-Time Interaction Guidance administration pages through the Contact Center platform. Currently, you must access these pages using the Studio application. This will make it easier for administrators to make changes to Real-Time Interaction Guidance settings. The administration pages will continue to be accessible through Studio.
Customer Request X UI Change Availability On toggle

CXone Recording

View by Interaction-Segment or Interaction

You will be able to allow users to see the complete call or only a portion of a call.
For example, when an interaction is transferred between groups, each group will be able to view only those segments they handled. Other users, such as Quality Managers, will be able to view all segments in the interaction.
This feature will use role-based access control (RBAC) for user visibility as defined with Views.
Customer Request UI Change Availability On toggle

Player Enhancement: Focus Feature

The player will display a focus indicator during playback. The indicator will show when the agent was focused on the interaction.
This will help the evaluator when they review the recording.
Customer Request X UI Change Availability On toggle

Interactions and Player: Agent Behavior Scores

This feature will be available with the QM Premium license.
  • Interactions—You will be able to filter interactions by the scores of specific behavioral metrics. You will be able to choose which behavioral metrics columns to display.
  • Player—The agent behavior score will be displayed while playing an interaction. There will be a new permission to enable users to see this information in Player.
Customer Request X UI Change Availability On toggle

Search and Filter Interactions by Evaluation Status

The Evaluation Score column will display the status and score of interaction evaluations. You will be able to filter by evaluation status.
Customer Request X UI Change Availability On toggle

Business Data Information in Interaction Metadata

Interactions metadata and the Interaction Data API will include the Business Data field information.
For example, Business Data fields can contain the customer name and whether the customer has VIP status.
You will need version 4 of the Interaction Metadata to get the Business Data fields.
Customer Request UI Change X Availability On toggle

Self-Signed Certificate Support for Screen Recording

ScreenAgent will support self-signed certificates from ScreenAgent Windows 2.1.98 and ScreenAgent Mac version 2.1.88.
Customer Request UI Change X Availability On toggle

Reporting and Dashboards

Campaign Restrictions Won't Disable the IVR Press Path Report

The Summer 2022 release will update permissions to prevent the IVR Press Path report from being disabled by campaign restrictions. This change improves the current experience, which is:
  • You restrict a campaign in a role.
  • For the point of contact used by the campaign, you select IVR Reporting Enabled.
  • The IVR Press Path report generates data for the point of contact.
  • For users with the restriction in their role, the report is disabled.
Customer Request X UI Change X Availability On deploy

Daylight Savings Time in Custom Reporting

Custom reports will automatically observe Daylight Saving Time (DST) for all reporting time intervals. This will be based on the selected time zone for your tenant. You will notice the change with the next DST shift this fall.
Customer Request X UI Change X Availability On deploy

Reporting API Updates

Reporting APIs will receive minor updates, plus offer new variations for several existing APIs.
Customer Request X UI Change X Availability On deploy

Business Intelligence (BI) Reports

Reports Migration

The following reports will use the new business intelligence (BI) model:
  • Activity Audit
  • Change Audit
  • Coaching Workflow
The new reports will have all the enhanced features that BI reports provide.
The new reports will have the same name and will replace the existing reports.
To use these reports, you will need to set the following report permissions on Admin > Security > Roles and Permissions > Permissions:
  • All reports—Reporting > General BI Permissions > Report Viewer
  • Coaching Workflow report—Reporting > BI Reports > Coaching Workflow
  • Activity Audit report—Admin > General Permissions > Activity Audit Report Access
  • Change Audit report—Admin > General Permissions > Change Audit Report Access
Customer Request X UI Change Availability On toggle

Report Enhancements

BI reports will receive the following updates:
  • Report titles will be consistent and report names will no longer appear twice in the title
  • Minor aesthetic updates to the filters and prompts
Customer Request X UI Change Availability On deploy

Agent Behavior Insights Report

The Interactions widget on the agent details page will show the type and start time for each interaction. You will be able to play back each interaction by clicking the new Play button. In addition, the Interaction ID column will become the last column in the table.
Customer Request X UI Change Availability On toggle

Evaluations by Team Report

The report will incorporate employee evaluations. You will notice the following changes:
  • The ALL CHANNELS column will be renamed AVG. SCORE.
  • The CHANNEL DATA heading will be removed.
  • The CHANNEL WISE SCORE heading will be renamed DETAILED SCORE.
  • If the evaluation item is Employee:
    • The channel type icon will appear as blank on the drill-down dossier.
    • The playback will display only the Form Executor.
  • If the evaluation item is not Employee, the playback will open both the Form Executor and the Player.
Customer Request X UI Change Availability On toggle

Evaluator Analysis Report

The Evaluation From Search label will be renamed On the Fly Evaluation.
Customer Request X UI Change Availability On toggle

Analytics Category Statistics Report

You will be able to group the Analytics Category Statistics report by team and agent, as well as by dataset and categories. This will enable you to analyze specific teams or agents using analytics categories such as agent performance and customer satisfaction.
Customer Request X UI Change Availability On toggle

Agent Contact Performance Report

This new report will display key ACD-related metrics for each interaction that agents handled. This provides in-depth data on agent performance such as the number of calls the agent put on hold or the number of times the agent consulted. You will be able to view overall performance data with the two charts, common KPIs across all agents, or the full agent performance details in the table. The report table will display data for interactions that each agent handled.
Customer Request X UI Change X Availability On deploy

Agent Session Report

This new report will allow supervisors to view more in-depth data for their agents in a single location. It will focus on information like how much time they spent at lunch or the amount of idle time in a day. This report will consolidate several existing reports, and will allow supervisors to take a deeper look at data and metrics.
Customer Request X UI Change X Availability On deploy

Digital Messages Report

This new report will focus in on agent performance with digital channels. Supervisors will be able to see in-depth data such as the number of contact responses compared to agent responses, average response times, and other key metrics. Your organization must have Digital First Omnichannel set up to use this report.
Customer Request X UI Change X Availability On deploy

Studio

Updates to Studio Action: PlaceCall

The PlaceCall action will be updated to include Laydown functionality for automated handling of answering machine detection (AMD) and accurate recording and delivery of messages. This will improve the user experience with answering machine messages by accurately identifying the results of the attempt to leave a message. It will indicate if a message was left, when voicemail was reached, or if an error was encountered, such as the voicemail box being full.
Customer Request X UI Change X Availability On deploy

Updates to Studio Action: ReqAgent

The ReqAgent action will be updated for use in digital scripts. It will allow you to put the digital contact into a specific routing queue, set the priority, and select the proficiency range of the agent who should handle the contact. This creates a more personalized customer experience. When you add the ReqAgent action to a script with media type digital, you'll be able to configure parameters for these settings.
Customer Request X UI Change Availability On toggle

Long-Running Digital Scripts

Digital scripts will be able to run as long as needed to allow a contact's interaction to complete. Digital contacts routed through Studio will not be restricted by a 24-hour time-to-live (TTL) limitation. This is useful because some digital interactions can stretch out over many days, as the contact and the agent wait for the other to respond to the most recent message. Having the script wait for the customer's response allows for a more coherent customer experience.
Customer Request X UI Change X Availability On toggle

Studio to Use Global Authentication

Studio will use the new global authentication service that was introduced in 2020. This will increase the security of logins. It will also align authentication in Studio with other parts of the Contact Center suite.
Customer Request X UI Change X Availability On deploy

SmartAssist by Amelia

Support for Chatbots on Digital First Omnichannel Channels

You will be able to use SmartAssist by Amelia chatbots with some Digital First Omnichannel channels. SmartAssist will support rich media, allowing your chatbots to display buttons, images, list pickers, rich links, and so on. This will increase the range of contacts SmartAssist virtual agent chatbots can handle.
Customer Request X UI Change X Availability On deploy

Record Virtual Agent Voice Interactions with CXone Recording

SmartAssist by Amelia will support voice recording with CXone Recording. You will be able to mask, pause, and resume recordings. This will allow you to record virtual agent interactions as well as interactions between a live agent and a contact.
Customer Request X UI Change X Availability On deploy

Supervisor

User Assignment Permission

When enabled, the existing ACD permission for User Assignment will allow you to easily add, remove, and manage ACD skill proficiencies without having to leave Supervisor. This will save time and allow you to more quickly correct for contact center volume changes.
Customer Request UI Change Availability On toggle

Continuous Agent Monitoring Permission

If you have the Continuous Agent Monitoring permission enabled, you will be able to continuously monitor an agent's interactions in Supervisor until:
  • You manually stop monitoring.
  • You choose to take over the interaction.
  • The agent portion of the call disconnects.
  • You log out.
This feature will add flexibility and will make it easier for you to configure interaction monitoring according to your individual company policy.
Customer Request UI Change Availability On toggle

Virtual Agent Hub

Support for Chatbots on Digital Channels

You will be able to deploy intelligent virtual agents (IVA), such as SmartAssist, and conversational chatbots on Digital First Omnichannel channels, such as Apple Messages for Business (formerly Apple Business Chat).  Virtual Agent Hub will support rich media options, such as buttons, images, list pickers, rich links, and so on, for all supported IVAs and chatbots. This will allow you to engage your contacts on their preferred digital channels with intelligent chatbots that provide a rich, interactive experience.
Customer Request X UI Change X Availability On deploy

Workforce Management (CXone)

Intraday Enhancements

As part of the Intraday Manager enhancements:
  • Filter by scheduling unit—You will be able to filter to view data for specific scheduling units. This will allow you to focus on KPIs and staffing for your scheduling unit.
  • Refined staffing metric—The Actual column in the Staffing metric will display data for the full-time equivalent of agents that were considered open by the ACD.
Customer Request X UI Change X Availability On toggle

Overtime Activity Codes Enhancement for Calculating Adherence

You will be able to improve monitoring and reviewing overtime activities. This will be done by enabling the Overtime attribute in the overtime activity code settings. When enabling the overtime attribute, the activities codes will be mapped to all open activities.
When agents work overtime and are open for interactions or involved in one, they will be in adherence to their schedule.
Customer Request X UI Change X Availability On toggle

Forecasting: Multiple What Ifs

You will have the option to create more than one alternative forecast to your primary forecast. This will give you the option to see how multiple changes to the forecast data affect your staffing.
With multiple alternative forecasts, you will be able to:
  • Rename each one and save them as a separate staffing plan.
  • Compare them with the primary forecast.
  • Delete all alternative forecasts with one button.
Customer Request X UI Change Availability On toggle

Forecasting: Performance Enhancements in the Staffing Step

When reviewing the staffing plan in Forecasting, the data for number of agents will load faster.
Customer Request X UI Change X Availability On toggle

Rotation Rules: User Interface Enhancements

As part of the user interface enhancements, you will have an improved display and user experience.
Customer Request X UI Change Availability On toggle

Forecasting by the Week

Forecasting by week will allow generating the forecast for short time intervals. There will be three additional time interval options:
  • One week
  • Two weeks
  • Three weeks
The new options will give you better control over generating an accurate forecast. Values and graphs will be available at the weekly level. Weekly forecasts will have better alignment with the schedule generation process.
Customer Request X UI Change Availability On toggle

Summer 2022 Cumulative Update 2

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

ACD

  • Rarely, refused contacts would become stuck in queue. 
  • The Verified for Emergency Call Dispatching field appeared for all ACD user profiles, even for those in countries where emergency calling isn't supported yet. 
  • When an employee was deactivated, the Edit button in ACD Users disappeared from the General tab. 

API

GET /points-of-contacts returned isActive and outboundSkill with values of 0 and 1 instead of true and false. 

Developer Portal

The GET /points-of-contact response included totalRecords, which didn't appear in the model in the Developer Portal. 

Platform

Some users couldn't log in with SSO using Chrome. 

Contact Center Recording

Due to an issue on the Media server, recorded calls appeared with the wrong audio.

Reporting & Dashboards

The Agent Timecard report showed incorrect agent login times. 

Studio    

Clicking Save As in a phone script that contained a ReqAgent action returned an error

Summer 2022 Cumulative Update 4

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

ACD

  • Assigning a point of contact to a DNIS configured for the tenant returned an error. 
  • Email and work item contacts would get stuck in queues. After the contacts were ended, they remained in the PersistentContactLog. 
  • In some environments, it took a long time for inbound calls to connect to an agent. 
  • In an Omnichannel Session Handling-enabled environment, agents couldn't transfer a call when they had another interaction open. 
  • Changes made to an ACD User profile resulted in a platform error. The changes wouldn't save if the user chose to send the error report
  • When a station ID assigned to agents was deleted, those agents' ACD user profiles became inaccessible. 

Contact Center Attendant

In the ACD Users Contact Center Attendant tab, inactive profiles included the Edit button and didn't show a Contact Center Attendant Access Type of None

Digital First Omnichannel

Screenshots sent via chat weren't visible in the MS Teams integration or in the Agent console. 

MAX

In environments where a webpage opened when an agent took a new call or chat, browser refresh issues on those webpages sometimes occurred. 

Personal Connection

When users tried to save a Personal Connection ACD skill with Override Caller ID disabled, Contact Center returned a "caller ID required" error. 

Reporting

  • Agents with the Contact HistoryAgent View permission enabled were able to see contact history reports generated by any agent instead of only their own. 
  • In some environments, users couldn't search for agent names in the Contact History report to find contact IDs. 
  • Opening a Contact Details report from the Contact History report sometimes caused an error. This happened when the agent who handled the interaction was on a team with a name that exceeded 30 characters. 
  • The number of abandoned emails reported in the Evolve data download report didn't match the number reported in the Contact History report. 

Studio    

  • The REST API action ignored the specified TimeOutInMilliSeconds. Instead, it always timed out after 30 seconds. 
  • Script histories showed incorrect data

Summer 2022 Cumulative Update 5

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

ACD

Emails parked for an extended period wouldn't reroute.

Dashboard

The app would freeze for long periods of time.

MAX

The Performance report showed inaccurate data that didn't match the Contact History report.

Personal Connection

The time zone Hawaii Standard Time (HST) wasn't mapping to records in the dialer.

Platform

Users were sometimes logged out of Contact Center unexpectedly.

Recording

Recordings from transferred calls were sometimes unavailable for playback. Contact Center returned a system error when this occurred.

Reporting

  • The value for certain metrics in the Outbound Agent Performance report didn't match the value of the same metrics run in a custom report for the same time period and interval. 
  • The Outbound Report Store Contact Details report showed either the wrong agent or no agent associated with calls where the call was force disconnected.

Studio

  • The Framework action Dnc Records by groupId caused errors on save. 
  • Manual outbound SMS scripts sometimes wouldn't save. 
  • When a user included the 'Time' variable in a Snippet action via the String Editor or Eclipse on Data Properties, it saved as lowercase 'time.'

Supervisor

The app would freeze for long periods of time.

Contact Center Workforce Management

The Forecast Profile page slowed or crashed when multiple values for the By Time shrinkage option existed.
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