Release Notes > Contact Center User Hub
Release Notes

RingCentral Contact Center User Hub

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

Coming Soon in Spring 2023 – User Hub

This page shows features currently planned for the Spring 2023 release. Features are subject to change between now and the final release dates. Users will be able to access these features, depending on their permissions and purchased applications once their tenant has been updated.

The online help continues to reflect the previous version of the product being used by most customers.

How to use this page

Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.

Customer Request The feature was developed by customer request.
UI Change The feature introduces 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. If you've registered for Service Notifications, watch for one that indicates when that is.

On deploy — The feature is immediately available when the new release deploys to your environment.

Global Changes

End of Support for Windows 8.1 OS

Microsoft has announced end of support for the Windows 8.1 operating system as of 10 January 2023. Therefore, NICE we will no longer develop or test against Windows 8.1 as of the Spring 2023 release. Support will be provided as of that time only for issues experienced on supported operating systems. Support for Windows 11 64-bit was added in the last major release. Some Contact Center applications may differ. Check the Platform Requirements page for the Contact Center applications you use.

Customer Request UI Change Availability On deploy

Removed Applications and Features

End of Support for Windows 8.1 OS

Microsoft has announced end of support for the Windows 8.1 operating system as of 10 January 2023. Therefore, NICE we will no longer develop or test against Windows 8.1 as of the Spring 2023 release. Support will be provided as of that time only for issues experienced on supported operating systems. Support for Windows 11 64-bit was added in the last major release. Some Contact Center applications may differ. Check the Platform Requirements page for the Contact Center applications you use.

Customer Request UI Change Availability On deploy

Google Verified Calls Discontinued

Google is ending use of their Verified Calls feature on 31 January 2023. If you're using this feature, contacts will stop seeing the verified calls UI when they receive phone calls from your organization after that date.

Customer Request UI Change Availability On deploy

Pages Removed from Tenant Management

Two pages will be removed from Tenant Management:

  • Users
  • Login Authenticators

Currently, you can create users and login authenticators in both Tenant Management and Admin. This functionality will be removed from Tenant Management. You will still be able to create users and login authenticators in the Admin application. This change will help you have a more consistent experience.

Customer Request UI Change Availability On deploy

AgentID Property Removed from Agent Assist Studio Action

The AgentId property in the Agent Assist Studio action will be removed from the Properties list. The field will be hidden and the script will automatically populate it with the appropriate variable name. This change will reduce confusion over which variable to use.

This update is described in more detail in the Studio section of this page.

Customer Request UI Change Availability On deploy

ACD

Tag, Location, and Station Profile Page Improvements

Tag, Location, and Station Profile pages will have a new look and feel, but their basic functionality won't change. The updated pages will look more like the pages in the Admin application. The benefits of the updates include:

  • Reduced loading time.
  • Increased security.
  • A more modern page design.
  • Better ability to make significant UI and customer experience improvements.

Customer Request UI Change Availability On toggle

Contact Delivery Mode Setting Available by Default

New tenants will have the Delivery Mode setting available for their ACD users and teams by default. This setting lets you specify whether a team or ACD user can handle one or multiple contacts at once. The new default will let new tenant administrators specify delivery modes on a per-team or per-agent basis without  changing business unit settings in their tenant.

Existing tenants will keep their current contact handling settings. If you want to enable the Delivery Mode setting for your existing tenant, contact your Contact Center Account Representative.

Customer Request UI Change Availability On deploy

Bullseye Routing Support in APIs

Some APIs will contain bullseye routing fields. This will enable you to view certain metrics and generate reports for bullseye routing.

This update is described in more detail in the API section of this page.

Customer Request
UI Change Availability On deploy

Faster Return to Routing After Failover

Currently, Contact Center reloads all agent data following a failover before routing resumes. With this release, Contact Center will first load a minimal amount of agent data after a failover. This will allow routing to resume quickly and your agents to continue working sooner. Contact Center will continue to reload all remaining agent data while routing occurs.

Customer Request UI Change Availability On deploy

Admin

Improved Way to Set Agent Availability in WEM Skills

Improvements to marking agent availability will minimize user entry errors. You will set when an agent is available rather than unavailable.

User experience will improve as you focus on available time rather than unavailable.

Customer Request UI Change Availability On toggle

Support for Mapping Out-of-the-Box (OOTB) ACD Events in WEM Skills

With this enhancement, you will be able to map multiple agent states back to multiple activities. This will result in more accurate adherence scores.

The mappings will be automatically updated once deployed.

Customer Request UI Change Availability On toggle

Search by Username on Employees Page

Currently, you can only search by first name and last name on the Employees page. With this release, you will be able to search by usernames as well. This will allow you to find your employees' accounts more efficiently.

Customer Request UI Change Availability On toggle

New Permissions for BI Reports

Nine new BI reports will be added in this release. To use these reports, you will need to enable the following permissions in Admin > Security Settings > Roles and Permissions > Permissions > Reporting:

  • All reports—General BI Permissions > Report Viewer
  • Analytics Metric Comparison report (IA)—BI Reports > Analytics Metric Comparison
  • Analytics Metric Trend report (IA)—BI Reports > Analytics Metric Trend
  • Agent Skill Assignment—BI Reports > Agent Skill Assignment
  • Bot Builder Billing—BI Reports > Bot Builder Billing
  • Contact States by Interval—BI Reports > Contact States by Interval
  • Callback Detail—BI Reports > Callback Detail
  • Digital Agent Contact Performance—BI Reports > Digital Agent Contact Performance
  • Intraday report (WFM)—BI Reports > Intraday Report
  • Skill Proficiency—BI Reports > Skill Proficiency

These reports are described in more detail in the Reporting section of this page.

Customer Request UI Change Availability On toggle

Agent Assist Hub

Google Contact Center AI SmartReply

Support will be added for the Google Contact Center AI (CCAI) SmartReply feature. SmartReply allows CCAI agent assist applications to suggest appropriate and relevant responses to agents in real time throughout the conversation. SmartReply responses will need to be set up and trained based on conversation data from your contact center. Suggestions from SmartReply will appear in the agent assist panel in the agent application. This feature will save agents the time of thinking of an appropriate response, so they can respond more quickly to contacts.

Customer Request UI Change Availability On deploy

Google Contact Center AI Confidence Scores

Google Contact Center AI will display confidence scores with the suggested articles it shows to agents. This will help agents to better determine how relevant the suggestions are to the current conversation.

Customer Request UI Change Availability On deploy

Agent Assist Studio Action Updated

The AgentId property in the Agent Assist Studio action will be removed from the Properties list. The field will be hidden and the script will automatically populate it with the appropriate variable name. This change will reduce confusion over which variable to use.

These updates are described in more detail in the Studio section of this page.

Customer Request UI Change Availability On deploy

Agent for Salesforce

See the Agent for Salesforce release history for a list of previous versions. The following features are included in version 23.0 and are planned for release in late March 2023.

Schedule Visibility Improvement for Dual WFM Integrations

If IEX WFM and Workforce Management are enabled and the agent has permissions to both, agents will be able to see their schedules from both applications in Agent for Salesforce Lightning. This will allow agents to see their schedules without navigating away from the agent application.

Customer Request
UI Change Availability On deploy

Manual Selection for Name and Relates To Fields

When this setting is enabled in Agent for Salesforce Lightning, it will require agents to manually select values for the Name and Relates To fields. This will allow the agent to specify the input for these fields instead of limiting it to the automated value.

Customer Request
UI Change Availability On deploy

Restricting Directory History

When this setting is enabled in Agent for Salesforce Lightning, agents will not be able to call or transfer to numbers listed in the directory history. This will reduce the possibility that the agent incorrectly transfers the contact.

Customer Request
UI Change Availability On deploy

Transfer Salesforce Objects with Calls

When a call in Agent for Salesforce Lightning is transferred to another agent, the Name and Relates To field values will be transferred to the receiving agent along with it. This will allow agents to be more efficient in handling transferred calls.

Customer Request
UI Change Availability On deploy

Dutch (Netherlands) Language Support

Dutch (Netherlands) will be supported in Agent for Salesforce Lightning.

Customer Request
UI Change Availability On deploy

Agent for Service Cloud Voice

The following features are planned for release in late March 2023.

Single Sign-On Capability

Single sign-on will be available for Agent for Service Cloud Voice and Salesforce. This will ease the login process for users.

Customer Request UI Change Availability On deploy

Omni-Flow Support

Salesforce Omni-Flows will be supported. Users will have the capability to set up screen pops, data memorialization, and supervisor support using Omni-Flows.

Customer Request UI Change Availability On deploy

Launch Indicators

When you enable launch indicators using Studio scripting, agents will be able to see them.

Customer Request UI Change Availability On deploy

Omni-Supervisor Additions

Supervisors will be able to use listen-in and barge-in capabilities.

Customer Request UI Change Availability On deploy

Real-Time Transcription Support

Real-time transcription will be available. Transcription will be dependent on the use of APIs. If you have questions regarding transcription set up, contact your Contact Center Account Representative.

Customer Request UI Change Availability On deploy

API

Digital Engagements API Updates

The Digital Engagements API will have new endpoints and enhanced context regarding the authors of messages. A new authorization type will also be allowed in DFO endpoints. More information will be available on the Digital Engagement API page on the developer portal.

Customer Request UI Change Availability On deploy

Bullseye Routing Support in APIs

Some APIs will contain bullseye routing fields. This will enable you to view certain metrics and generate reports for bullseye routing. Bullseye routing fields will be added to the following APIs: 

  • Reporting APIs
    • /contacts
    • /contacts/{contactId}
    • /contacts/completed
  • Real-Time Data APIs
    • /contacts/states

Customer Request UI Change Availability On deploy

Bot Builder

New Rich Message Types

You will be able to set up your bot to send List Pickers and Rich Links in messages. These new message types will be available for the following channels:

  • Apple Messages for Business
  • DFO Chat
  • Facebook Messenger
  • Google Business Messaging
  • WhatsApp

Customer Request
UI Change Availability On toggle

Marketplace

A new section of Bot Builder called Marketplace will allow you to discover bot skills that other users have published and add them to your own bot. Each bot user will also be able to publish bot skills to Marketplace with the approval of an administrator.

Customer Request
UI Change Availability On toggle

CXone Attendant

Search for DIDs by POC Name

When assigning DID numbers to CXone Attendant users, you will be able to search for provisioned DIDs by number or point of contact (POC) name. Currently, the DID drop-down list only allows searching by POC number.

This feature will provide an improved search experience when assigning DIDs to users.

Customer Request UI Change Availability On deploy

Sort and Filter Enhancements on Messages Tab

You will be able to sort and filter many columns in the Messages tab, including Status, Created Date, From, and Contact ID. Currently, the Messages tab provides limited sorting and filtering capability. This enhancement will make it easier to manage a larger list of voicemails. This will also allow you to perform a global search through the columns to easily find the records you are looking for.

Customer Request UI Change Availability On deploy

Delete Voicemail Messages

Currently, voicemail messages cannot be completely deleted. This may cause performance issues for customers with very high voicemail volume. With this release, voicemail messages will be completely deleted according to the time frame set in the Voicemail Retention setting located on the CXone Attendant tab of your business unit.

Customer Request UI Change Availability On deploy

CXone Supervisor

In-App Alerts

Supervisors will be able to set up and receive alerts for:

  • Agent states.
  • Negative sentiments (only available with RTIG license).

While configuring alerts, supervisors will be able to define:

  • Whether to receive alerts.
  • Whether to have an alert sound.
  • Thresholds for when to be alerted.

Customer Request UI Change Availability On toggle

Easy Access to Other Apps

Supervisors will be able to access the Reporting and Dashboard applications from CXone Supervisor.

They will be able to see these links depending on the licenses for your organization and the permissions assigned to them.

For more information, contact your Contact Center Account Representative.

Customer Request UI Change Availability On toggle

View and Manage Agent ACD Skills

There will be a new Skills panel under the Skills tab in the Live Monitoring page. In this panel, supervisors will be able to:

  • View all agents assigned to the selected ACD skills.
  • Manage agents and their proficiency scores.

Customer Request UI Change Availability On toggle

Real-Time Interaction Guidance (RTIG) Overall Customer Sentiment

Supervisors will be able to view the overall sentiments of all the ongoing interactions at a glance. This will help supervisors focus on the problematic interactions.

This feature will only be available with RTIG license.

Customer Request UI Change Availability On toggle

Digital First Omnichannel

New Studio Actions

New Studio actions will be available for use in digital scripts. They will allow you to: 

  • Update the status of cases. Possible case statuses include Open, Pending, Escalated, Resolved, and Closed.
  • Send messages to a contact and not wait for a reply. This action will allow you to have a script or virtual agent bot send messages to contacts.
  • Update custom fields in customer cards.
  • Create custom fields for customer cards.
  • Add a note to a customer card.
  • Retrieve details from a customer card.
  • Update a digital contact with a new priority or targeted proficiency range. 

These actions are described in more detail in the Studio section on this page.

Customer Request UI Change Availability On deploy

Auto-Close Inactive Customer Contacts

You will be able to configure contacts to close automatically after a certain number of days have passed with no new messages. You will be able to the select the time period for the Default inactivity timeout on the Routing page. The maximum number of days you can select is 90 days. The default value for existing customers will be set to 90 days. For new customers, the default will be 30 days.

Customer Request UI Change Availability On toggle

Caseflow Redesign

The caseflow will be redesigned to address issues with contact synchronization. This will help prevent stale states and inaccurate statuses from displaying in both Supervisor and Dashboard.

Customer Request UI Change Availability On deploy

Restrict Visible Data by Teams and ACD Skills

When a user performs a search or looks at a customer card, DFO only shows data that user is allowed to see based on views they are assigned to. These view restrictions will be enhanced to restrict an agent's ability to view content by teams or ACD skills they are assigned to.

Customer Request UI Change Availability On toggle

Data and Report Updates

  • Web visitor data will be available in the data lake.
  • Reporting will be able to track which agent triggered a workflow automation (WFA) event. This will help users view the complete timeline for cases and messages.

Customer Request UI Change Availability On toggle

API Updates

The Digital Engagements API will have new endpoints and enhanced context regarding the authors of messages. A new authorization type will also be allowed in DFO endpoints. More information will be available on the Digital Engagement API page on the developer portal.

Customer Request UI Change Availability On deploy

New Search Query

A new query will be available to search cases. You will be able to search by email address using the query author =. This will help you find cases in the agent console more easily.

Customer Request UI Change Availability On deploy

Enhancements to DFO Quick Replies

  • Name Change — DFO quick replies that an agent can send to a contact will be called quick responses instead. This will help avoid confusion with quick reply functions that appear in other Contact Center applications.

Customer Request UI Change Availability On deploy

  • Custom Variables — Quick response variables will not be limited to available system options. Agents will be able to create custom quick response variables in the agent workspace. Agents will be able to create any variable they want for things like names, dates, account numbers, and so on. This will increase flexibility for creating quick responses best suited to your needs.
  • HTML Text Formatting — The quick response content box will have more text formatting options. You will be able to insert a table. Updates will also include enhancements to font size, color, and highlight color.
  • Preview in Agent Console — Agents will be able to see a preview window of the text in a quick response before sending it to a contact. To see the preview of the text, agents will need to hover over the available options in the agent console. This will make it easier for agents to identify the appropriate quick response to send to contacts. This feature will be implemented later in the Spring 2023 release cycle.

Customer Request UI Change Availability On toggle

  • Menu in Manual Outbound Flow — The quick response menu will be available in the manual outbound flow. This will help agents communicate with contacts more efficiently. This feature will be implemented later in the Spring 2023 release cycle.

Customer Request UI Change Availability On toggle

Contact Center Email Settings Improvements

The process for configuring Contact Center Email in DFO will be the same as other channels. You will be able to:

  • See a list of all your existing Contact Center Email channels.
  • Rename existing channels.
  • Easily toggle manual outbound email ON/OFF.

Customer Request UI Change Availability On deploy

Rich Messages Settings

There will be a new button on the Points of Contact Digital page. It will allow you to access setup for all available types of rich content in a single place. This means you will only have to create a rich message once instead of configuring a separate one for each channel. Not all rich content types are supported for all channels. Rich content already created under TORM (Quick Responses, List Picker, and Rich Links) will appear in the new Rich Messages Settings. Other rich content that has already been created for Apple Messages for Business will not appear in the Rich Messages Settings.

Customer Request UI Change Availability On deploy

Rich Links (TORM)

Rich links allow you to configure links that agents can send to contacts to appear with an image, title, and subtitle. The ability to send rich links will be added to Google Business Messages, WhatsApp, Facebook Messenger, and Apple Messages for Business.

Customer Request UI Change Availability On deploy

List Picker (TORM)

List picker displays a list of items and can include descriptions and images for items as well. The list picker functionality will be added to Google Business Messages, WhatsApp, Facebook Messenger, and Apple Messages for Business. Agents will be able to use these channels to send lists that contacts can select from. This will help contacts communicate their needs more quickly.

Customer Request UI Change Availability On deploy

Chat Window Independent from Agent Availability

Currently, the chat window is only displayed if there are agents online. With this release, you will be able to display the chat window even if no agents are available. Specific configuration in Workflow Automation proactive actions and Guide or in the JavaScript API will make this happen. When the contact starts a chat, they will be added to the queue as normal.

Customer Request UI Change Availability On toggle

New Look and Feel for Workflow Automation Conditions

The interface for adding conditions in Workflow Automation will be updated to provide a more streamlined experience.

Customer Request UI Change Availability On toggle

IEX WFM Integrated

Add-On: Employee Engagement Manager

Employee Engagement Manager (EEM) is a purchasable add-on for IEX WFM Integrated that supports schedule flexibility and enhances agent satisfaction in the contact center. In the Spring 2023 release, it will move from controlled release to general availability for organizations using IEX WFM Integrated. EEM offers significant benefits for all contact center roles.

EEM empowers agents to view and change their schedules from the convenience of any browser or from a smartphone app. Schedule-change options are matched to individual agents based on their WFM skills, preferences, and availability.

For supervisors, EEM provides a dashboard to monitor agent intraday performance. It also makes it easy to communicate with agents and WFM administrators via instant messaging.

WFM administrators can use EEM to analyze performance indicators and staffing level variances in real time. EEM also provides proactive recommendations when staffing adjustments are indicated.

Employee Engagement Manager automatically updates IEX WFM Integrated with schedule changes it receives. It enables you to automate and optimize up to 80% of your contact center’s manual intraday management processes. For more information on enhancing your IEX WFM Integrated system with Employee Engagement Manager, contact your Contact Center Account Representative. A minimum of 300 seats is required for this module.

If you used Employee Engagement Manager in controlled release, you will notice these new features:

CXone Attendant

More Filters for Search Page

The Search page will have new filter options that you can use to search all of your available data. You will be able to search by language, company profile terms, categories, and some commonly used metrics.

Customer Request UI Change Availability On deploy

Enhancements to Auto-Suggestions

When you add a metric to a dataset, category, widget, or filter, a list of auto-suggestions appears. This list will be updated to remove auto-suggestions that are not helpful.

Customer Request UI Change Availability On deploy

Reporting Updates

  • Enhancements to the Category Statistics Report — Incorrect calculations for Average Duration and Average Silence will be hidden at the dataset, category, and team level.
  • New BI Reports:
    • Analytics Metrics Comparison — This report will allow you to compare analytics metric data between two time periods you select. This will allow you to compare trends between individual metric types for agents or teams.
    • Analytics Metric Trend — This report will allow you to analyze metric trends in your data over a selected period of time. This will allow you to compare trends between different teams.

These updates are described in more detail in the Reporting section on this page.

Customer Request UI Change Availability On toggle

Language Support for European Spanish and Dutch

Users will be able to analyze interactions in European Spanish and Dutch (Netherlands) in addition to interactions in English, French, German, Brazilian Portuguese, Canadian French, and Spanish. You will be able to create separate datasets for each of these languages; that is, one language per dataset.

When you add European Spanish or Dutch (Netherlands) analysis to Interaction Analytics, a drop-down for language is available for dataset creation and for category and workspace templates. To support datasets in European Spanish and Dutch (Netherlands), you will be able to create custom categories, sentiments, and entities. Selected widgets and filtering capabilities will also support these languages. 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.

AutoDiscovery, Enlighten features, out-of-the-box annotations, and certain widgets will not be supported in European Spanish or Dutch (Netherlands).

Customer Request UI Change Availability On deploy

New Sales Effectiveness Enlighten Model

If you have the Interaction Analytics Premium Package and the Enlighten Sales Effectiveness Package, you will be able to use this new model to assess sales performance. This model includes 10 metrics for agent behaviors related to sales, such as Overcome Objections and Likelihood to Buy. These metrics will be added to the Enlighten Summary Widget and the Enlighten Behavioral Metrics Widget. You will also be able to use them to filter widgets and workspaces, and to create categories. You will also be able to view them when you drill down into individual interactions. These metrics will be available to export to CSV.

Customer Request UI Change Availability On toggle

Localization

The UI for Interaction Analytics will display in the same language as the user's default browser settings. If a language is not supported, the default display language is English. Areas of the application that are configurable, such as dataset names, category names, and widget names, will not be translated. Supported languages will include:

  • French
  • Canadian French
  • German
  • Spanish
  • Japanese
  • Brazilian Portuguese
  • Dutch (Netherlands)

Customer Request UI Change Availability On deploy

Set Default Language in BackOffice

You will be able to select a default language for interaction transcriptions. This will be helpful if your call center mostly uses a language other than English. You will only be able to select one language as the default. Any other language aside from the default will still need to be configured in the skills section of Back Office. The default will be set to English if no language is selected.

Customer Request UI Change Availability On deploy

MAX

Manual Fax Override

You will be able to enable a manual fax override button for Personal Connection calls. This will quickly mark the numbers as fax machines.

This is described in more detail in the Personal Connection section of this page.

Customer Request UI Change Availability On toggle

Dutch (Netherlands) Language Support

Dutch (Netherlands) will be supported in MAX.

Customer Request UI Change Availability On toggle

Voice Quality Metrics Integration

You will be able to collect Voice Quality Metrics data for agents using Integrated Softphone in MAX. Voice Quality Metrics is an application for near real-time monitoring of the quality of voice calls in Contact Center. You can use the application to discover, diagnose, and troubleshoot call quality issues for contact and agent call legs.

If you don't currently use Voice Quality Metrics and would like to add it in advance of this new feature, talk to your Contact Center Account Representative.

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Manual Accept

When this setting is enabled, agents who are on an active voice connection in MAX will have to manually click Accept or Reject for any incoming contacts. This will allow agents to have complete control over when or if to accept incoming contacts. This feature will be released later in the Spring 2023 release cycle.

Customer Request UI Change Availability On toggle

Partner Applications

Tenant Management

Pages Removed from Tenant Management

Two pages will be removed from Tenant Management:

  • Users
  • Login Authenticators

Currently, you can create users and login authenticators in both Tenant Management and Admin. This functionality will be removed from Tenant Management. You will still be able to create users and login authenticators in the Admin application. This change will help you have a more consistent experience.

Customer Request UI Change Availability On deploy

Voice Quality Metrics

Monitor Quality of Service on WebRTC Agent Leg

Currently, Voice Quality Metrics monitors all SIP voice traffic. With this release, you will be able to monitor agents' WebRTC sessions. You will also get additional data, such as Internet Service Provider (ISP), location, average bit rate, average RTT, and other unique data specific to the WebRTC protocol.

Customer Request UI Change Availability On toggle

Extended Data Retention

Currently, you can only see calls for a tenant for the last seven days. With this release, you will have the option to select the date range for the calls you want to view. The largest date range is the last 30 days.

This feature will allow you to monitor and troubleshoot data with a longer retention period and to compare between weeks.

Customer Request UI Change Availability On toggle

Expanded WebRTC Data Elements with Filter and Export Capabilities

With the new ability to monitor agent’s WebRTC sessions, 14 relevant metrics will be added to the existing 32.

You will see the following data elements added as columns to the grid:

  • Agent Console Type
  • Agent Console Version
  • Average Bitrate (KBPS)
  • Average RTT (MS)
  • Browser
  • Call Setup time
  • ISP
  • Location City
  • Location Country
  • Media Transport
  • Operating System
  • OS version

You will also be able to filter the metrics and export them as a CSV file. This feature will enable you have more visibility on WebRTC metrics.

Customer Request UI Change Availability On toggle

Filter Enhancements

The filter window will be enhanced to group both the current and new filter metrics into four different categories:

  • QoS Metrics
  • Call Attributes
  • ACD Attributes
  • Web Attributes

This will shorten the process of filtering data and improve the user experience by making it easier to find the right filter metric.

Customer Request UI Change Availability On toggle

Integration with Call Quality Explorer

A new link for Call Quality Explorer (CQE) report will be added in the Call Details and Associated Contact Ids tab. This will open CQE in a separate tab. With this feature, you will be able to easily access the call’s associated contact ID, call events, and mega ladder.

You must enable CQE in Reporting permissions to see the link.

Customer Request UI Change Availability On toggle

Personal Connection

Improved Voicemail Laydown Accuracy

Contact Center will be able to deliver a voicemail when it reaches a voice mailbox with greater than 85% success rate. It will apply a disposition to indicate whether the voicemail was left successfully. This update will increase the number of successfully completed agentless interactions.

Customer Request UI Change Availability On toggle

Incorporate Canadian Postal Codes in the Regional Lookup

The system will be able to locate time zones from a phone number prefix or Canadian postal code. This information will be used to comply with regulations regarding what time of day calls can be made to contacts.

Customer Request UI Change Availability On toggle

Viewable and Modifiable Proactive XS Settings in Skill Management

You will be able to see whether Proactive XS interactions are currently active from the Skill Management page. You will also be able to make changes to them from the same screen. This will enable you to easily see the status of your Proactive XS-enabled Personal Connection ACD skills and quickly adjust incorrect settings.

Customer Request UI Change Availability On deploy

Manual Fax Override in MAX

You will be able to enable a manual fax override button in MAX. This will help agents quickly dismiss a call they identify as a fax machine and will allow them to move on to the next call faster. To enable the button, set Call Progress Analysis to Classify or Classify with Answering Machine Detection and select Fax in the CPA Management parameters page.

Customer Request UI Change Availability On toggle

Quality Management

New Options for the Evaluation Form Template Header Field

You will be able to add fields in the evaluation template headers of:

  • Evaluator Name
  • ACD Skill Name

The current Contact ID column is not searchable in Interactions. It will be replaced by the Master Contact column that will be searchable.

Customer Request UI Change Availability On toggle

Role-Based Access for Evaluation

Depending on the Evaluation view assigned to you, you will be able to see restricted teams and users in:

  • Quality Plans
  • My Tasks
  • Quality Plan Distribution
  • Plans Monitoring

Customer Request UI Change Availability On toggle

Multi-Path and Side-by-Side Recording Supported in Quality Plans

Recordings from CXone AppLink Side-by-Side in Contact Center and NICE Engage will be able to use the Quality Management platform to support their quality activities, including quality plan distribution.

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Additional Filters in Quality Manager Reports

In the Quality Manager BI reports you will be able to filter by:

  • Specific agents
  • Interaction date

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Accessibility

The Quality Manager My Zone pages will have an improved experience for users with visual impairment.

Customer Request UI Change Availability On toggle

BI Report Enhancement to Evaluation Question and Answer Analysis

There will be new filter options in the report results, including:

  • A drop-down selection which will allow the selection of a specific question within the evaluation form and version being reviewed.
  • A drop-down selection which will allow the selection of a specific answer on the question selected.

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Real-Time Interaction Guidance

New Guidance Behaviors and Alerts for Sales Effectiveness

A new set of guidance behaviors and alerts to promote sales effectiveness will be available in Real-Time Interaction Guidance. The new guidance alerts will allow you to give your agents insight into how likely their contacts are to make a purchase. You will be able to assign the new guidance behaviors and alerts to Real-Time Interaction Guidance profiles. Each Real-Time Interaction Guidance profile will support one set of guidance behaviors and alerts. For each profile you will need to choose either the customer satisfaction behaviors (the current option) or the new sales effectiveness behaviors. With the new behaviors set, you will be able to give your agents a tool that can help increase the number of sales they make.

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Sentiment Score in CXone Supervisor

Supervisors will be able to track sentiment scores for all live agent calls in real time. The sentiment score will appear as an icon beside the phone number in the Contact column on the Live Monitoring page in CXone Supervisor. The icon will change in real time to reflect an agent’s performance during a call. This will make it easier for supervisors to monitor if an agent needs coaching during a call. In addition, supervisors can create alerts when a call is below a configurable sentiment threshold to highlight a call that may require attention.

Customer Request UI Change Availability On deploy

Support for More Concurrent Agents and Supervisors

Currently, Real-Time Interaction Guidance (RTIG) supports up to 5,000 concurrent agents and 500 supervisors. Starting with this release, RTIG will support up to 6,000 concurrent agents and 600 supervisors. This will allow you to use RTIG with more agents and supervisors at the same time.

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Recording

Interactions Enhancements

  • You will be able to search for interactions by the evaluator who was assigned to them. A new Evaluator column will be available to display in the search results table.
  • You will be able search for an interaction by its unique contact number. A new Contact column will be available to display in the search results table.
  • The current Contact ID column, which displays the master contact ID related to an interaction, will be renamed to Master Contact to align with ACD reports.
  • A new icon will indicate which segments are part of a complex interaction. Clicking on a segment's icon will display all its related segments in the same interaction. The metadata, QM, and analytics information for each related segment will be displayed.

Customer Request UI Change Availability On toggle

Recording Enhancements

  • You will be able to configure after-call work (ACW) time for up to 45 minutes (2700 seconds).
  • Enhanced recording support will allow business data to be attached to all relevant segments in a call.
  • Improved recording alert messages will provide specific and more detailed information about the errors.

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Player Enhancements

  • You will be able to play a screen recording when the voice recording is unavailable.
  • You will be able to play an entire interaction when recordings for one or more of its segments are unavailable.
  • Error codes will be displayed in playback error messages to allow faster resolution of recording and playback problems.

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ScreenAgent Enhancements

  • ScreenAgent will be able to record a single call for up to 3 hours (+45 minutes ACW) before it automatically disconnects.
  • You will be able to install ScreenAgent with a digital signature.

Customer Request UI Change Availability On toggle

Reporting and Dashboards

Business Intelligence (BI) Reports

Agent Skill Assignment Report

This report will show the ACD skills each of your agents is assigned to. It will also show the agent's proficiency and the average proficiency for each ACD skill.

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Bot Builder Billing Report

This report will show Bot Builder usage data. It will show a breakdown of Bot Builder users by day and for the last 12 months.

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Contact States by Interval Report

This report will display the number of contacts that have been in each state, sorted into time intervals. These intervals will be in minutes or seconds, depending on the state.

Customer Request UI Change Availability On deploy

Callback Detail Report

This new report will provide more insight into contacts that experienced a callback state. You will be able to see the number of callbacks by day or month. You will also be able to view callback intervals by ACD skill. This report will help you see how quickly you address callbacks and identify areas to improve.

Customer Request UI Change Availability On deploy

Digital Agent Contact Performance Report

This new report will display information for digital skills and metrics specific to digital contact handling. It will include metrics for Avg First Response Time, Avg Agent Response Time, Avg Handle Time, Avg Focus Time, Avg Customer Responses, and Avg Agent Responses.

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Skill Proficiency Report

This new report will provide insight into agent proficiencies for all ACD skills. It will display the average proficiency of all agents assigned to an ACD skill. Proficiency levels will be ranked from 1-20, 1 being considered the highest or most proficient in that ACD skill. The report will show the number of agents at each proficiency level for each ACD skill. You will be able to drill down into each ACD skill by clicking Skill Name or Skill No.

Customer Request UI Change Availability On deploy

RTIG Report Enhancements

  • CSAT metrics will be renamed to Behavior Scores.
  • Behaviors and Phrase Alerts will be split into two separate grids to give a more detailed look at RTIG performance.
  • A new tab called By Contact will be added so that you can view Behaviors and Phrase Alerts by contact.

Customer Request UI Change Availability On deploy

New Interaction Analytics Reports

  • Analytics Metric Comparison—This report will allow you to compare analytics metric data between two time periods. You will easily be able to compare trends between individual metric types for agents or teams. You will also be able to navigate to more interaction details from the Interactions Trend graph in the report. To use this report, you will need to enable the Analytics Metric Trend permission. In Contact Center, go to Admin > Security > Roles and Permissions > Permissions . The permission will be under Reporting > BI Reports.
  • Analytics Metric Trend —This report will allow you to analyze metric trends in your data over a period of time. You will easily be able to compare trends between different teams. You will also be able to navigate to more interaction details from the Interactions Trend graph in the report. To use this report you will need to enable the Analytics Metric Trend permission. In Contact Center, go to Admin > Security > Roles and Permissions > Permissions . The permission will be under Reporting > BI Reports.

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Quality Management BI Report Enhancements

  • ACD Contact ID column — A column with contacts' unique ID numbers will be added to all QM reports.

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  • Recorded Interaction Date option added to Time Period filter—Currently, the Time Period filter in QM reports only applies to evaluation date. With this release, it will be broken down into Evaluation Submitted Date and Recorded Interaction Date in these reports:
    • Evaluations by Section and Question
    • Evaluations by Team
    • Evaluation Question and Answer Analysis
    • Evaluation Question and Answer Details
    • Evaluation Question Details

It will be broken down into Evaluation Start Date and Recorded Interaction Date in these reports:

  • Evaluation Details
  • Evaluator Analysis

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  • Agent Name filter — You will be able to filter by Agent Name in these reports:
    • Evaluation Details
    • Evaluation Question and Answer Analysis
    • Evaluation Question and Answer Details
    • Evaluation Question Details

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  • Replaced category — A category called Replaced will be added to the Evaluation Analysis report. This category will show the number of evaluations where the evaluator was replaced.

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New WFM Report

The Intraday report will display weekly forecasted data by WEM skills. It will help managers to compare the actual data with the forecasted data and identify areas that need improvement.

To use this report, you will need to enable the Intraday Report permission. In Contact Center, go to Admin > Security > Roles and Permissions > Permissions. The permission will be under Reporting > BI Reports.

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Conformance Metrics in WFM Adherence Report

The Adherence report will include conformance metrics. These metrics will show the amount of time agents spent in different scheduled activities. This will help managers evaluate agent productivity by day, week, or month.

Customer Request UI Change Availability On deploy

Notifications for Excess Usage of BI

You are allowed to have 10% of users in your system access BI reports at no additional charge. With this release, a notification will be sent to administrators when 9% has been reached and again when 10% has been surpassed.

Customer Request UI Change Availability On deploy

Data Download Reports

Improved Scheduling

Contact Center will adopt a new back-end tool for scheduling data download and custom reports. Instead of failing, reports run during high-traffic times will be queued until the system is able to process them.

Customer Request UI Change Availability On deploy

Prebuilt Reports

Column Name Change in Billing Report

The Time column in the Billing report will be renamed to Date to better reflect the data.

Customer Request UI Change Availability On deploy

Custom Reports

Custom Reporting Tool Tips

Various tool tips have been added to Custom Reporting. If you hover over a blue question mark, information will pop up to explain more about terms and features you're using.

Customer Request UI Change Availability On deploy

SmartAssist Powered by Amelia

Support for Amelia Version 5.6.3

SmartAssist will be updated to support Amelia version 5.6.3.

This feature will be deployed to all SmartAssist customers in advance of the Spring 2023 release. The current target date is January 2023.

Customer Request UI Change Availability On deploy

Studio

Changes to Categorization of Actions on Framework Tab

Changes will be made to the Framework tab in Studio. Some category folders will be renamed. Others will be consolidated to reduce the total number of categories. Additionally, all actions on the Framework tab will be located inside category folders. The Filter feature on the Framework tab will not be impacted by the changes. These changes will simplify the Framework tab and make it easier to find the actions you're looking for.

The Framework tab is not visible in Studio by default. It must be enabled by your Contact Center Account Representative.

Customer Request UI Change Availability On deploy

Agent Assist Studio Action Updated

The AgentId property in the Agent Assist Studio action will be removed from the Properties list. The field will be hidden and the script will automatically populate it with the appropriate variable name. This change will reduce confusion over which variable to use.

No action will be required from you to update your scripts. If you have an existing script that uses a different variable from the recommended ones, the system will automatically update your script. It will replace the variable you use with the recommended, default variable. The default variables are {agentId} for inbound scripts and {__agentId} for outbound scripts.

Customer Request UI Change Availability On deploy

New Studio Actions for Digital First Omnichannel

New Studio actions will be available in Studio for use in digital scripts. They will allow you to: 

  • Update the status of Digital First Omnichannel cases. Possible statuses are Open, Pending, Escalated, Resolved, and Closed.
  • Send messages to a contact and not wait for a reply. This action will allow you to have a script or virtual agent bot send messages to contacts.
  • Update custom fields in customer cards.
  • Create custom fields for customer cards.
  • Add a note to a customer card.
  • Retrieve a customer record.
  • Update a digital contact with a new priority or targeted proficiency range. 

Customer Request UI Change Availability On deploy

Virtual Agent Hub

Background Noise Handling for Voice Interactions

A new configuration setting will be added for use in virtual agent scripts for voice channels. The setting will improve user experience when the contact is in a noisy environment. Currently, if the virtual agent detects a lot of background noise, it may have a hard time telling the difference between the contact speaking and other sounds on the call. It may incorrectly interpret the sound as silence and treat the call as if the contact had not responded.

To prevent this outcome, you will be able to set a new timeout parameter in your script. This parameter, maxUtteranceMilliseconds, will start a timer as soon as the virtual agent detects audio on the call. When the timeout limit is reached, the virtual agent will attempt to determine the contact's intent from the captured audio. If it's able to determine an intent, the virtual agent will send a response. If it isn't able to determine an intent, the virtual agent will do one the following:

  • If it can detect that the contact is speaking but couldn't understand them, the virtual agent will respond appropriately. For example, it might ask the contact to repeat themselves.
  • If it cannot detect that the contact was speaking, the virtual agent will treat the interaction as if the contact has timed out.

This feature will be deployed to all Virtual Agent Hub customers in advance of the Spring 2023 release. The current target date is January 2023.

Voice Access

Google Verified Calls Discontinued

Google is ending use of their Verified Calls feature on 31 January 2023. If you're using this feature, contacts will stop seeing the verified calls UI when they receive phone calls from your organization after this date.

Customer Request UI Change Availability On deploy

Workforce Intelligence

Rule Execution Frequency Changes

Existing rules that use the Automatic setting will be automatically changed when this release is deployed to your tenant:

  • The Frequency value will be set to Minute.
  • The Every value will be set to .01.

Customer Request UI Change Availability On deploy

Workforce Management (CXone)

Net Staffing Bar for the Week View

The net staffing bar will be available for the Week view under the Schedule Manager page. The bar will show staffing conditions on a particular day of the week.

Having the net staffing view for a week will help in:

  • Evaluating the staffing at a broad level.
  • Making better staffing decisions for a week.

Customer Request UI Change Availability On toggle

Support for Partial-Day Trade Requests

Agents will now enjoy expanded flexibility to choose both partial- and full-day trades. Similar to how agents don’t always need a full day off, they don't always want to trade a full-day schedule.

Multiple trade configurations will be available to the agents for making trade requests.

Customer Request UI Change Availability On toggle

Multi-Factor Authentication for the Mobile App

The mobile app will support multi-factor authentication for agents when logging in. This authentication will be set at the organizational level, providing enhanced mobile app security.

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Forecasting—Editing Forecasted Volume, AHT, and Bulk Action

When editing the forecast data, you will be able to:

  • Select a single date or time and edit each WFM skill's forecasted volume and average handle time (AHT).
  • Target a specific volume or AHT range when bulk editing.
  • Normalize the forecast values to a new value in bulk editing.

Customer Request UI Change Availability On toggle

Manual WFM Skill Allocation

You will be able to define how the volume of a WFM skill will be handled by scheduling units. This will be done by setting a percentage that distributes the volume across the respective scheduling units.

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Archive
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