This page shows features currently planned for the Summer 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 Contact Center 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. |
Learn about the platform requirements and FedRAMP support status for the Contact Center apps you use.
Agent SMS Permission Removal
The SMS permission will be removed because it is not used.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
ACD Port Management Removed from Tenant Management
ACD port settings will be removed from Tenant Management. You will still be able to update ACD port settings in the ACD application. This change will remove potential syncing issues between the two applications.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Page Improvements
The Dispositions and Unavailable Codes pages will have a new look and feel. The basic functionality of these pages won't change. The benefits of the updates will include:
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Activate and Deactivate ACD Skills with Bulk Upload
A Status column will be added to the ACD Skills Bulk Upload template. With this column, you will be able to activate and deactivate multiple ACD skills at once. The Status column will be available for both blank and filled-in templates. This update will save you time when updating ACD skills.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Enlighten AI Routing Configuration in ACD Skills
If your organization uses Enlighten AI Routing, you will be able to choose your call routing strategy in the create and edit pages for inbound voice ACD skills.
This update is described in more detail in the Enlighten AI Routing section of this page.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Routing Attributes
In addition to ACD skills, you will be able to use routing attributes to narrow down the pool of agents who are eligible to receive an interaction. For example, you could use a routing attribute to define which language the agent must speak. You could require that the agent have a license or certification. This will give you more control over which agents an interaction can route to, without creating a lot of ACD skills.
To set this up, you will first apply attributes to your agent user profiles. You will then use Studio scripts to route interactions to agents. You will do this based on the ACD skill and the chosen attribute. At this time, you will be able to specify one routing attribute at a time.
This feature will become available later in the Summer 2023 release cycle.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Routing Criteria Data Download Report
A new Routing Criteria data download report will show how the routing criteria of an interaction changed over time spent in queue. This report will let you see how your routing strategy is working and provide insight into the contact journey.
This update is described in more detail in the Reporting section of this page.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Bullseye Range and Routing Attribute Support in More Studio Actions
The QueueVM and QueueCallbackStudio actions will support bullseye routing ranges and routing attributes. They will have the same routing parameters as the ReqAgent and UpdateContact actions.
This update is described in more detail in the Studio section of this page.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Trunk Group Specification for Manual Outbound ACD Skills
You will be able to select which trunk group a manual outbound ACD skill should use to deliver its call traffic. This will enable you to make the calling number visible to improve answer rates.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Improvements to Hierarchy Page
Several changes will be made to the Hierarchies page to improve user experience. You will be able to:
These changes will allow you to edit and create hierarchies more easily.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Ability to Restrict Email Domain Names
You will be able to restrict email domain names when creating users. If you enter a domain name outside of the allowed list, the user will not be created. This update will improve your security by only allowing access to users with authorized domains.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Editable Usernames
You will be able to edit employee usernames. This will allow you greater flexibility when managing employee accounts. Editing the username of an employee that is logged in can cause issues in Contact Center. The new username must be in the form of an email address. It cannot be a username that already exists in the same tenant. Logging out and logging back in with the new username will solve most problems, such as these:
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Sync Employee Data Using SCIM
SCIM is a tool that allows you to securely sync user data between multiple applications. With SCIM integration, you will be able to use SCIM v2 compliant applications, such as Okta, to:
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Agent Application Permissions
Permission settings that are used for more than one agent application will no longer include "MAX" in the name. This will help avoid confusion about which applications the setting applies to.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Agent SMS Permission Removal
The SMS permission will be removed because it is not used.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Agent Integrations Employee Profile Attribute
When enabled, the Agent Integrations employee profile attribute will allow agents to view the Activities section in Customer Card. The Activities section contains data from integrated CRMs. The number of employees with the Agent Integrations attribute enabled will be used to calculate billing costs.
This update is described in more detail in the CXone Agent and CXone Agent Integrated sections of this page.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
See the Agent for Salesforce release history for a list of previous versions.
Record Type Field Added
When you set up task creation settings, you will be able to configure a Record Type for Salesforce tasks. This feature will become available later in the Summer 2023 release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
The following features are planned for release in mid-August 2023.
Real-Time Transcription Support
Real-time transcription will be dependent on the use of APIs. If you have questions regarding transcription setup, contact your Contact Center Account Representative.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Omni-Flows Support
Salesforce Omni-Flows will be supported. Users will be able to set up screen pops, data memorialization, and supervisor support using Omni-Flows.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Integrated Softphone Automatic Sign-In
When agents have the Integrated Softphone permission enabled, they will bypass the Voice Options screen and be logged in to Agent for Service Cloud Voice immediately. This will reduce the time it takes for agents to log in to Agent for Service Cloud Voice.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Standard Address Book Support
Agent for Service Cloud Voice will support standard address books. This will allow you to create address books that can be viewed and used in more than one agent application.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Performance Analytics for Salesforce Einstein Integration
Agent for Service Cloud Voice will support integrations with Einstein. This will allow Contact Center ACD data to be used for reporting within Salesforce.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Updated Performance for Reporting and Real-Time APIs
The following contact APIs will be updated to improve performance. Enhancements will include new fields, metrics, and standardized parameters.
The final version of the release notes will include additional technical details.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Spawn Digital Scripts by Name and Service Token
This new API will allow you to spawn digital scripts by name and service token instead of the scriptId: <clusterApiUrl>/inContactAPI/services/v22.0/scripts/startDigital.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
API Support for Quick Responses
The following APIs will support quick responses:
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Delete Digital Channels via API
This new Digital Engagement API will let you delete digital points of contact: DELETE /channels/:channelId.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
v3 Digital Engagement APIs to Route through the API Façade
The latest version of Digital Engagement APIs, v3.0, will be able to route through the Contact Center API Façade.
The API Façade provides a single access point for API calls. It also provides other benefits like avoiding cluster-specific URLs, stability, monitoring, and so forth. Learn more about the API Façade on the developer portal.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Expanded Digital Engagement API Support for Agent Applications
The following APIs will support agent applications like CXone Agent:
| ENDPOINT | DETAILS |
| PUT /contacts/{contactNumer}/inbox-assignment | inboxPreAssigneeCXoneId will accept an agent's UUID. |
| DELETE /customers/{customerId}/custom-fields/{customFieldIdent} | A new endpoint that will remove the value of a customer custom field. |
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Digital Engagement API Support for Adaptive Cards
Digital Engagement APIs will be expanded to include adaptive card messages types. Adaptive cards are a framework that allows you to create interactive rich content, like displaying bank account details or airplane tickets. The following APIs will be expanded:
The final version of the release notes will include additional technical details.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Recording Data Extraction API
A new version of the Interaction Metadata API (version 6) will allow you to extract attributes for CXone AppLink.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Bot Insights
This section of Bot Builder will replace the existing Learning section. In the left navigation menu, there will be a new icon for Insights. This section will allow you to analyze data about how customers are interacting with your bot. It will contain the following tabs:
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Tags
You will be able to add tags to conversations. This functionality will be available in two ways:
There will be a page to manage all your tags. You will also be able to search conversations based on what tags are applied to them.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
UI and UX Improvements
There will be several improvements to where features are located, including:
Multi-Region Storage
You will be able to select scheduling units you want to exclude from a forecasting job. This way, you can reallocate their workload to other scheduling units when you generate a staffing plan.
The policies set in Life Cycle Management rules will be consistent for all your regions. If you set call recordings to archive after 30 days, call recordings in all regions will archive after 30 days. The files will be archived in the same region where they were stored.
The Classics, Inc. contact center is based in Oregon, United States. Other locations are in Frankfurt, Germany and Sydney, Australia. When agents in any region log in to Contact Center, they are logged in to the platform based in Oregon. Classics, Inc., has enabled multi-region storage to store their call recordings in compliance with privacy laws in the EU and Australia. Their regional storage rules specify that call recordings must be stored in the same region where the agent handled the call.
Call recordings in all three regions have the same Life Cycle Management rule. They archive after 90 days. When this occurs, the files are archived in the same region where they were stored.
When you retrieve files from long-term storage, Cloud Storage Services will search all your files in all your regions.
You will create multi-region storage rules based on a filter, which may include any combination of team or agent, or ACD skill. Files generated by the sources you specify in the filter will be stored in the region of your choosing.
Multi-region storage won't be compatible with environments using custom storage or custom KMS.
Multi-region storage won't be supported in China, Taiwan, or Hong Kong due to data sovereignty restrictions in those regions.
You will need a special license to use this feature. Contact your Contact Center Account Representative for details.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
These features will be available later in the release cycle, in August 2023.
Launch CXone Agent from the CXone App Selector
Currently, agents can only access CXone Agent by navigating to its direct URL. With the Summer 2023 release, you will be able to configure a permission to make CXone Agent available through the app selector inside Contact Center.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Additional CRM Integrations
CXone Agent will support integration with Pega, Salesforce, and SAP. This will be in addition to the current support for Kustomer, Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.
| Customer Request | ✖ |
UI Change | ✖ | Availability | On toggle |
Work Items
Work items will be available in CXone Agent. Work items are custom tasks that often include external links. They appear in agents' inboxes.
| Customer Request | ✖ |
UI Change | ✖ | Availability | On toggle |
Inbox Sorting
Agents will be able to sort the digital interactions in their inboxes by:
Inbox sorting will not apply to phone calls or quamails, which will always appear at the top of the agent's inbox.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Productivity Report
The Productivity report will be available inside CXone Agent. It will show agents how long they and their team spent in Available, Working, and Unavailable states. It will have the same features and functionality as the Productivity report in MAX.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Tags and Notes for Digital Messages
Agents will be able to add tags and notes to individual messages in digital interactions. Tags are configured in Digital First Omnichannel.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Search for Digital Interactions
A search bar will be added to the top of CXone Agent, allowing agents to search for digital interactions and contacts. Clicking on an interaction in the search results will display a preview of the interaction. Clicking on a contact in the search results will display the contact's customer card.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Rich Message Fallback Text
Rich messages are responses that include advanced content, such as list pickers, that allow contacts to click an option as their response. If the rich message cannot render to the contact, fallback text will be displayed. This fallback text will be plain text describing the rich message. Any links in the rich message will be included in the fallback text.
For this release, agents will not be able to select rich messages from Quick Replies . Rich messages will need to be sent through a bot or API.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Directory Search in Email Fields
Directory entries will appear when agents enter text in the To, Cc, and Bcc fields of email drafts. Agents will be able to select a contact from the results. You will be able to configure a permission to enable or disable this feature.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
Copy and Paste Images into Email Drafts
Agents will be able to copy and paste images into the body of an email draft. They will also be able to drag and drop images into the email draft to include them as attachments.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Response Timers for Digital Interactions
Digital interactions will display timers to agents. These timers will show:
| Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
Conference More than Three Parties
Agents will be able to conference with up to eight parties total.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Hide Inbound Hangup
When enabled, the Hide Inbound Hangup permission will hide Hang Up from the agent's voice control panel. The agent will not be able to end inbound calls.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
UI and UX Improvements
Home and Assignment will be removed from the left menu to simplify agents' experience.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Agent Integrations Employee Profile Attribute
The Agent Integrations employee profile attribute will allow agents to view the Activities section in Customer Card.
This update is described in more detail in the Admin section of this page.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
These features will be available later in the release cycle, in August 2023.
Work Items
Work items will be available in Agent for Microsoft Teams. Work items are custom tasks that often include external links. They appear in agents' inboxes.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Inbox Sorting
Agents will be able to sort the digital interactions in their inboxes by:
Inbox sorting will not apply to phone calls or quamails, which will always appear at the top of the agent's inbox.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Productivity Report
The Productivity report will be available inside CXone Agent. It will show agents how long they and their team spent in Available, Working, and Unavailable states. It will have the same features and functionality as the Productivity report in MAX.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Tags and Notes for Digital Messages
Agents will be able to add tags and notes to individual messages in digital interactions. Tags are configured in Digital First Omnichannel.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Search for Digital Interactions
A search bar will be added to the top of CXone Agent, allowing agents to search for digital interactions and contacts. Clicking on an interaction in the search results will display a preview of the interaction. Clicking on a contact in the search results will display the contact's customer card.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Rich Message Fallback Text
Rich messages are responses that include advanced content, such as list pickers, that allow contacts to click an option as their response. If the rich message cannot render to the contact, fallback text will be displayed. This fallback text will be plain text describing the rich message. Any links in the rich message will be included in the fallback text.
For this release, agents will not be able to select rich messages from Quick Replies . Rich messages will need to be sent through a bot or API.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Directory Search in Email Fields
Directory entries will appear when agents enter text in the To, Cc, and Bcc fields of email drafts. Agents will be able to select a contact from the results. You will be able to configure a permission to enable or disable this feature.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
Copy and Paste Images into Email Drafts
Agents will be able to copy and paste images into the body of an email draft. They will also be able to drag and drop images into the email draft to include them as attachments.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Response Timers for Digital Interactions
Digital interactions will display timers to agents. These timers will show:
| Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
Conference More than Three Parties
Agents will be able to conference with up to eight parties total.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Hide Inbound Hangup
When enabled, the Hide Inbound Hangup permission will hide Hang Up from the agent's voice control panel. The agent will not be able to end inbound calls.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
UI and UX Improvements
Home and Assignment will be removed from the left menu to simplify agents' experience.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
These features will be available later in the release cycle, in August 2023.
Additional CRM Integrations
CXone Agent Integrated will support integration with Pega, Salesforce, and SAP. This will be in addition to the current support for Kustomer, Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Work Items
Work items will be available in CXone Agent Integrated. Work items are custom tasks that often include external links. They appear in agents' inboxes.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Inbox Sorting
Agents will be able to sort the digital interactions in their inboxes by:
Inbox sorting will not apply to phone calls or quamails, which will always appear at the top of the agent's inbox.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Productivity Report
The Productivity report will be available inside CXone Agent. It will show agents how long they and their team spent in Available, Working, and Unavailable states. It will have the same features and functionality as the Productivity report in MAX.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Tags and Notes for Digital Messages
Agents will be able to add tags and notes to individual messages in digital interactions. Tags are configured in Digital First Omnichannel.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Search for Digital Interactions
A search bar will be added to the top of CXone Agent, allowing agents to search for digital interactions and contacts. Clicking on an interaction in the search results will display a preview of the interaction. Clicking on a contact in the search results will display the contact's customer card.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Rich Message Fallback Text
Rich messages are responses that include advanced content, such as list pickers, that allow contacts to click an option as their response. If the rich message cannot render to the contact, fallback text will be displayed. This fallback text will be plain text describing the rich message. Any links in the rich message will be included in the fallback text.
For this release, agents will not be able to select rich messages from Quick Replies . Rich messages will need to be sent through a bot or API.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Directory Search in Email Fields
Directory entries will appear when agents enter text in the To, Cc, and Bcc fields of email drafts. Agents will be able to select a contact from the results. You will be able to configure a permission to enable or disable this feature.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
Copy and Paste Images into Email Drafts
Agents will be able to copy and paste images into the body of an email draft. They will also be able to drag and drop images into the email draft to include them as attachments.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Response Timers for Digital Interactions
Digital interactions will display timers to agents. These timers will show:
| Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
Conference More than Three Parties
Agents will be able to conference with up to eight parties total.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Hide Inbound Hangup
When enabled, the Hide Inbound Hangup permission will hide Hang Up from the agent's voice control panel. The agent will not be able to end inbound calls.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
UI and UX Improvements
Home and Assignment will be removed from the left menu to simplify agents' experience.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
ScreenAgent Enhancements
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
ScreenAgent Connectivity Check Tool
You will be able to download a tool to check that network configuration is set correctly for ScreenAgent to work properly. Users will be able to use the tool before or after installing ScreenAgent. The ScreenAgent Connectivity Check tool will improve the customer experience and troubleshooting capabilities.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Unified Interface
To simplify the experience, the Insights and Live Monitoring pages will be unified to a single page called Live Monitoring. On this page, you will be able to view insights and monitor and manage agents.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
Evaluating Agents in Real Time
You will be able to start evaluating agents while they are handling interactions.
The option to evaluate will only be available if you have a Quality Management license.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
Agents View—Bulk Actions
In the Agents view, supervisors will be able to:
Bulk actions are advanced features and will be available for a limited time.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
Streamline Supervisor Applications
Previously, the legacy Supervisor application was available from the Contact Center app selector menu. Supervisors will now be able to access the legacy Supervisorapplication from CXone Supervisor.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Agent Next State
Supervisors will now be able to view the upcoming state of agents in addition to their current state.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
Interactions View: Likelihood to Buy
In the Interactions view, supervisors will be able to view the Likelihood to Buy tab when they click on any interaction.
This tab will only be available if you have a Real-Time Interaction Guidance license.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Learn More About Advanced Capabilities
An icon will be displayed next to any advanced features that require additional licenses. When you hover over the icon, a tooltip will provide you with more information about the value you can gain from these features. Supervisors will be able to share this information with their colleagues by email.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Reallocate Scheduling Units
You will be able to select scheduling units you want to exclude from a forecasting job. This way, you can reallocate their workload to other scheduling units when you generate a staffing plan.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Forecast Enhancements
In the forecasting jobs, the interface will be updated:
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Exporting WFM Data via CSV
Currently, exported data begins downloading immediately. With this release, you will download the CSV file after you get an email with a download link. This will apply when exporting Real Time Adherence (RTA) data and staffing data in a forecasting job.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Improvement to Schedule Generation
Currently, shifts are not created when the following three conditions are met:
With this release, shifts will be created for time slots where the agents are available and fall within the shift start time range.
Shifts will not be generated if agents are unavailable during the shift start time range set in the daily rule.
This change will enhance the interpretation of scheduling rules and create valid shifts for agents.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Schedule Optimization with Lunch and Break Activities
Improve net staffing with one click of a button. With the WFM Advanced license, managers will be able to set up schedule optimization rules. These rules will automatically generate a daily plan that adjusts the lunch and break activities for the scheduled agents.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Mapping of Missing Out-of-the-box (OOTB) States
Out-of-the-box agent states will be mapped between WFM and the Contact Center ACD.
After this alignment, Real Time Adherence (RTA) and Adherence Reports will reflect all out-of-the-box states.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Moving Agent Availability to the WFM Application
Agent availability will be moved from the Admin application to the WFM application. This will be a new screen called Agent Configuration and it can be accessed from WFM > Setup. Currently, it is accessible as a tab in the employee profile of the Admin application.
This will streamline scheduling by bringing all required parameters into the same application.
It will also be easier for supervisors to update agent information.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Support for Partial Time-Off on Non-Published Days
Agents will be able to make partial time-off requests on non-published days. This is not currently supported. The request will be possible depending on:
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Enhancement to New Year Time-Off Rules
Currently, manual edits to time-off rules are only effective through the end of the calendar year. When a new year begins, managers must once again attach agents in the scheduling unit to the rule. With the Summer 2023 release, time-off rules will remain attached to agents when the new year begins, even after manual edits.
This will save time for managers and prevent tedious tasks.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
My Zone - Interval-Level Self-Service for Time-Off (TO) Requests
This feature will be available to users with an Advanced license.
Agents will be able to see interval-level time-off opportunities displayed on their schedules in My Zone.
Two types of slots will be available based on the staffing conditions during the interval:
Agents will have more schedule flexibility while meeting business staffing needs.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Accessibility
Users with visual, motor, hearing, or cognitive impairments will have an improved experience on the agent pages in My Zone. A Voluntary Product Accessibility Template (VPAT) that complies with WCAG 2.1 level A & level AA Accessibility standards will be available. VPAT is a document that explains how information and communication technology (ICT) products such as software, hardware, electronic content, and support documentation meet (conform to) a certain accessibility standard.
| Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Enhancement to New Year Time-Off Rules
Currently, manual edits to time-off rules are only effective through the end of the calendar year. When a new year begins, managers must once again attach agents in the scheduling unit to the rule. With the Summer 2023 release, time-off rules will remain attached to agents when the new year begins, even after manual edits.
This will save time for managers and prevent tedious tasks.
| 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.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Schedule Change Requests for the Mobile App
WFM will let agents request schedule changes using the mobile app. Agents will be able to request schedule updates anytime and anywhere, providing them flexibility.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Queue Creation and Migration to ACD Skills
You will no longer need to switch between the ACD skills page and DFO routing queues page to configure digital skills, or routing queues. You will be able to create, edit, activate, and deactivate digital skills and routing queues in ACD. You will be able to set the service level and goal for contact delivery. You will also be able to configure settings for contact and agent response times. Setting response times will only be available for CXone Agent.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Support for Full Life Cycle of Digital Contacts in Studio
Currently, digital scripts only support contacts from the Begin action up to the Reqagent digital action. With the Summer 2023 release, you will be able to create scripts that route digital contacts through the Onrelease action. This will allow you to create scripts that support the full life cycle of digital contacts.
Workflow Automation (WFA) will remain an important tool to use together with digital scripts. WFA rules allow you to put conditions on certain events and actions happening with digital contacts, interactions, and more.
This update is described in more detail in the Studio section of this page.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Changes to Digital Points of Contact
Studio scripts will fully control the assignment of digital contacts to digital skills. This means that digital points of contacts will be changed to require a default digital skill and script. This functionality is the same as for current ACD points of contact.
If you currently use digital scripts, you will need to modify your digital points of contact. You will need to assign a default digital skill. If a script isn't already assigned to the digital point of contact, you will need to assign one.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
New Studio Actions for DFO
New actions will be available in Studio for use in digital scripts.
This update is described in more detail in the Studio section of this page.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Email Enhancements
The following features will enhance the experience of using Contact Center email in DFO:
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
SMS Settings Enhancements
The process for configuring Contact Center SMS channels in DFO will be the same as other channels. This will make channel administration more consistent. You will be able to:
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Textel International Support
DFO will be able to support inbound and outbound SMS messages using international numbers through Textel. Textel is a third-party alternative to the native Contact Center SMS solution.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Device Capabilities Detection for Apple Messages for Business
DFO will be able to detect the capabilities of a contact's device. It will create a device fingerprint for that device and use it to determine what type of rich messages their device can receive. This means that if a contact's device doesn't support a rich message, they will receive a message with fallback text.
Without this functionality, the contact would receive an error message telling them to update their device. This feature will help avoid that error message and ensures your contacts get the information they need.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Migration to Cloud API for WhatsApp
DFO will no longer be using a third-party integration service for WhatsApp. It will connect directly to the Meta Cloud API. WhatsApp will have a new integration box, but the functionality will remain the same.
To migrate, you will need to temporarily disable multi-factor authentication, log in with your WhatsApp business account, and fill out a migration form for information you would like to move over. This migration will make the WhatsApp integration more consistent with other channels.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Adaptive Cards
You will be able to customize interactive messages and rich content for the contact to engage with in a chat conversation. This message framework will allow bots to send forms, cards, buttons, and other interactive elements in DFO Chat messages. This will be enabled by the Digital Engagement API. This update is described in more detail in the API section of this page.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Visitor Inactivity Tracking Improvement
A new setting will limit the maximum visitor inactivity tracking time to 60 minutes. When enabled, this will free up storage space from inactivity events where the chat window has been inactive for a long time. You will be able to configure this setting for each chat channel.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Accessibility Compliance
DFO Chat will include improvements to be compliant with WCAG 2.1 AA.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Unified Web SDK and DFO Chat Production Version
Any new features or enhancements added to DFO Chat in this and future releases will also be added to Web SDK.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
ACD Skill Configuration
You will be able to configure Enlighten AI Routing for inbound voice ACD skills. This will allow you to manage Enlighten AI Routing from directly within Contact Center.
To do this, you will use a new Routing Configuration section on the create and edit ACD skill pages. It will contain an Evaluation Criteria drop-down field with two options:
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Add-On: Enhanced Strategic Planner (ESP)
Enhanced Strategic Planner (ESP) is a purchasable add-on for IEX WFM Integrated. It enables automated long-term contact center planning. ESP is well-established tool for users of IEX WFM and IEX Cloud. This release, ESP will be generally available for organizations using IEX WFM Integrated.
ESP offers these benefits:
ESP supports many channel types based on your WFM skills. This includes both voice and digital channels. It can use long-term forecasts created in IEX WFM Integrated or import external forecasts. ESP then uses those forecasts to create long-term plans, including plans for multi-step workflows. For more information on enhancing your IEX WFM Integrated system with ESP, contact your Contact Center Account Representative.
If you used Enhanced Strategic Planner in controlled release, you'll notice this new feature.
Upgrade to IEX WFM v7.5
During the Contact Center Summer 2023 release cycle, upgrades to IEX WFM will begin for existing IEX WFM Integrated environments. Each of the remaining features in this section is a key feature of IEX WFM Integrated v7.5. Your Contact Center Account Representative will contact you about scheduling your upgrade.
You can see a video overview of IEX WFM Integrated v7.5 features here.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Ability to Delete Long-Term Forecasts
A new Delete Long-term Forecast view will allow you to delete unneeded long-term forecasts generated for BUs, CTs, EGs, BU Sets, CT Sets, and EG Sets. You must have the Modify permission for the forecast entity to delete it.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
RCP Generation Messages and Alerts
Supervisor users will receive alerts regarding the status of their process generations. The alert messages will state whether the generation succeeded or failed. The Alerts button will display the number of status messages for completed processes submitted by the logged-in user.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Linking Supervisors and Agents
Sometimes an agent also functions as a team lead or other type of supervisory user. Currently, these users can only switch between WebStation and Supervisor WebStation if they log out of one and in to the other. With this release, you will be able to link the Supervisor and Agent user accounts so that the user can switch back and forth more easily. A new "Switch to..." selection will appear in the User Menu of either WebStation application for these users. The linking is 1-to-1; that is, one agent to one supervisor and vice versa.
This will be especially useful if your company uses either Single Sign-On (SSO) or LDAP authentication. This feature makes SSO possible even with IEX WFM functionality that prevents an agent's external ID from being the same as a supervisor's login ID, even when the agent and supervisor are the same person.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Single Sign-On (SSO) Improvements
The new Supervisor WebStation - SSO Configuration page will give you a simple interface to configure SSO. Users with permission to the page can load the SAML configuration into IEX WFM Integrated and update it when needed.
In addition, the RCP Login page will provide users with two options:
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Enhanced Adherence Export Files
The following file exports with adherence-related information have been enhanced from one-minute to one-second precision:
Adherence details in Export modules will be calculated at a more granular level. These details will differ from similar metrics in IEX WFM Integrated out-of-the-box reporting.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Simultaneous Bidding in Time Off Manager
Time Off Manager will support simultaneous bidding by time off rule. This option will enable you to define time off rule bids with dates open for bidding, request types, and bidding sort order. Remaining features in this section are associated with the Simultaneous Bidding feature.
Agents with TOGs assigned to the time off rule will be able to bid for time off during the open bidding date ranges. Administrators process the time off bids after bidding closes.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
New Simultaneous Bidding Page
The new Supervisor WebStation - Simultaneous Bidding page will allow supervisors to see and export all simultaneous bid requests from agents for the selected TOG, time off rule, and bid name. This page will include the agent MU and bidding order. It will also show the status, priority, date, type, and more for each time off bid request.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Updates to Time Off Rules View
The Bidding Rules view will be updated as follows to support the Simultaneous Bidding feature:
When your IEX WFM Integrated tenant is upgraded, any existing time off rules will have the previously chosen options selected:
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
New Process Simultaneous Bids Window
The new Process Simultaneous Bids Window will automate the process of assigning time off to selected agents. After agents submit time off bid requests and bidding closes, supervisors will run this process to assign time off to selected agents. Agents will receive time off based on the TOG and time off rule, time off allotments, agent time off summary parameters, and agent remaining time off balance.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Updates to RCP Navigation Menu
If you have access to the Process Simultaneous Bid menu item, it will be added to the RCP Time Off Manager menu under Time Off Manager.
If you have access to the Simultaneous Bidding menu item, it will be added to the RCP Time Off Manager menu under Process Simultaneous Bids.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Updates to Users and Permissions View
The Users and Permissions > Menu Permissions > Time Off Manager page will be updated to add the new Process Simultaneous Bids and Simultaneous Bidding menu items and permissions. Both permissions default to No.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Updates to WebStation and Supervisor WebStation
Request Time Off View:
My Time Off Text View:
The new Bidding table on the My Time Off Text View will display the agent’s time off bid requests for the selected time off rule. These time off bid requests will be those entered for time off bids open for bidding. The time off bids will be defined in time off rules that use simultaneous bidding.
In the Bidding table, users will be able to:
Time off rules that use simultaneous bidding do not show the Cancel column in the Planned table.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Role Based Access Control (RBAC)
Users will only see data for teams and skills they are permitted to see based on your RBAC settings in the Admin application. Users not configured to view specific teams or skills will be able to see all current data in IA for the tenant.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
RBAC for AutoDiscovery
Users who have access to AutoDiscovery will only be able to see data for interactions related to their assigned teams or skills. AutoDiscovery is only available to users with Interaction Analytics Advanced or Interaction Analytics Premium.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
New Filters for Search
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 resolution status. If you have Interaction Analytics Premium and Enlighten use cases, you will be able to filter your search by your Enlighten metrics.
You will also be able to choose which fields you want to view and how they are arranged when viewing interactions.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Capability to Save Searches
You will be able to save a search as public or private. You will be able to select saved searches from a drop-down to view search results again. This will help you avoid having to configure the same search settings multiple times.
| Customer Request | ✓ |
UI Change | ✓ |
Availability | On deploy |
Multiple Dialects Per Business Unit
You will be able to apply multiple dialects of the same language to your business unit. For example, you will be able to apply both Chilean Spanish and Mexican Spanish to your account. This will increase transcript accuracy when you have callers from different countries. You will need to contact your Contact Center Account Representative to configure these dialects for you.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Improvement to English and International English Transcripts
A new transformer technology will be used to improve the accuracy of transcripts for English and International English.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Interactions Enhancements
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Agent Permissions
Permission settings that are used for more than one agent application will no longer include "MAX" in the name. This will help minimize confusion about which applications the setting applies to.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
SMS Permission Removal
The SMS permission will be removed. This will clear confusion about why it is in Contact Center but is not used.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Chat Enhancements
The following improvements will be made to the native ACD chat experience:
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
My Zone - Interval-Level Self-Service for Time-Off (TO) Requests
This feature will be available to users with a WFM Advanced license.
Agents will be able to see interval-level time-off opportunities displayed on their schedules in My Zone.
Two types of slots will be available based on the staffing conditions during the interval:
Agents will have more schedule flexibility while meeting business staffing needs.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Enhancements to Recent Interactions
The Recent Interactions page will include an option to view your interactions from the last 90 days.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Accessibility
Users with visual, motor, hearing, or cognitive impairments will have an improved experience on My Zone-Agent pages.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Application Settings
A Settings page will be added to NEVA Discover, where you will be able to configure settings for the captured applications used by agents. There will be two tabs under the Settings page: Applications and Categories. The Application tab will contain a list of all the applications that agents used. A user with the right permissions (for example, a business analyst) will be able to set display names for applications, set idle threshold (the time without key/mouse activity before counting idle time) per application, and assign a defined category at the application or team level. The Categories tab will allow you to define categories for classifying applications according to business means. For example, Productive/Non-Productive. You will be able to add/edit/delete categories.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Support for More Users in Azure Directory
Currently, Microsoft Teams Directory Sync has a limitation of 20,000 users in Azure. Starting with the Summer 2023 release, Microsoft Teams Directory will support up to 40,000 users. This will allow more users to access resources from your organization.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Branding Profile Enhancements
There will be minor UI changes to branding profiles in Tenant Management. These changes will include:
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
ACD Port Management Removed
ACD port settings will be removed from Tenant Management. You will still be able to update ACD port settings in the ACD application. This change will remove potential syncing issues between the two applications.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Partial Availability for Three Additional Regions
Voice Quality Metrics will be partially deployed to the Canada, Japan, and the UK regions. In these new regions, companies whose agents use MAX Integrated Softphone will be able to analyze the agent leg, or side, of interactions. Support for SIP interactions will be added in a later release, and this support will require no additional action on your part. This expansion will help support your remote and offshore agents. Ability to analyze the agent leg will help you quickly detect and address potential voice quality issues.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Distribution Tile for Call Direction
A new distribution tile for call direction will be added to enhance the user experience. This feature will allow you to:
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Improve Scalability and Resiliency
Auto-scalability will be introduced to improve resiliency. It will provide these benefits:
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Studio Action for Gryphon Rest APIs
If you subscribe to the Gryphon real-time automated Do Not Call (DNC) and TCPA compliance platform, you will have access to a new Studio action. This Studio action will replace the previous SOAP action with a RESTful action. It will check various DNC registries for compliance at the point of dial. The registries it checks includes federal, state, and others.
The Studio action will apply appropriate exemptions and block non-compliant calls. This will ensure that organizations are compliant with DNC and TCPA regulations.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Enhanced Support for Managing Calling Lists and DNC Records
Currently, Contact Center supports 500,000 calling lists and do not call (DNC) records. In Summer 2023, Contact Center will support up to 1,000,000 inventory records for both active calling lists and DNC records. Contact Center will handle larger lists more efficiently, reducing processing times and improving overall performance.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Editing Completed Evaluations
This feature allows managers and supervisors to correct or modify answers in evaluation forms for completed evaluations. Agents will be notified when evaluations are edited. The new scores of the edited evaluations will be reflected in reports and dashboards.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Evaluation History
With this feature, evaluators will be able to view the history of an evaluation from its creation date. This feature will be accessible from all the locations where the evaluation form can be accessed. It will be available only for newly created evaluations after the feature is enabled.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Evaluation Transition
This enhancement will simplify the evaluation state name for completed evaluations and deleted evaluations. For example, completely reviewed and auto acknowledged state will be named as complete.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Form Header Update
With this feature, the evaluation form will now display the contact number in the header of the evaluation form template, which will help to identify the interaction.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Evaluation Points Update
During an evaluation or review of a completed evaluation, evaluators will be able to view the possible points per question, along with the actual points scored.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Critical Questions
With this feature, evaluators can enable the N/A option in a critical question when creating a new form template or updating an existing one. This will help evaluators understand whether the critical question is relevant to the evaluation.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Calibration as Evaluation Type
While reviewing their tasks in My Zone, evaluators will be able to see if the tasks in their list are evaluations or calibration requests in the Evaluation type column.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Status Filters in QM
With this filter, you will be able to view the listed quality plans and forms based on their different statuses: active, inactive, and expired.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
QM BI Report Enhancements
This update is described in more detail in the Reporting section of this page
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Additional language support
Quality Management now supports European Spanish and Dutch as additional languages.
For QM Advanced processes such as Quality Planner, Form Manager, and Dashboard widgets, you can apply European Spanish and Dutch when selecting a category.
This feature is a part of the QM Advanced license.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Accessibility
Users with visual, motor, hearing, or cognitive impairments will have an improved experience on the agent pages in My Zone. A Voluntary Product Accessibility Template (VPAT) that complies with WCAG 2.1 level A & level AA Accessibility standards will be available. VPAT is a document that explains how information and communication technology (ICT) products such as software, hardware, electronic content, and support documentation meet (conform to) a certain accessibility standard.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Storage Tab Available in Contact Center Billing Report
The Storage tab in the Contact Center Billing report has been temporarily disabled while back-end updates are made. It will be available again with this release.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Enhancements to RTIG Report
This report will be split into two new reports:
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
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 |
Mapping of Missing Out-of-the-box (OOTB) States
Out-of-the-box agent states will be mapped between WFM and the Contact Center ACD. After this alignment, the Adherence report will reflect all out-of-the-box states.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Quality Management BI Report Enhancements
An ACD Skill column in those reports will display the skill for each evaluation.
| Customer Request | ✓ |
UI Change | ✓ | Availability | On deploy |
Additionally, the Last Updated column in the Evaluation Details report will show the date and time each evaluation was last edited.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
The Completed status will replace the following statuses:
| NEW STATUS | REPLACED STATUS |
| Completed | Auto-acknowledged Completed Reviewed |
The Completed status will only be assigned to evaluations that occur after the Summer 2023 release. Evaluations completed prior to this release will keep their existing statuses.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
They will replace the following statuses:
| NEW STATUS | REPLACED STATUS |
| Completed | Auto-acknowledged Completed Acknowledged Completed No Review Completed Reviewed |
| Deleted | Deleted - Completed Deleted - Completed Acknowledged Deleted - Completed No Review Deleted - Completed Reviewed Deleted - Submitted |
The Completed and Deleted statuses will only be assigned to evaluations that occur after the Summer 2023 release. Evaluations completed prior to this release will keep their existing statuses.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Updates to Activity Audit Report
You will be able to view Interaction Analytics events in the Activity Audit report. The report will include events such as editing a category or configuring custom sentiment or the company profile.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Routing Criteria Data Download Report
A new Routing Criteria data download report will show how the routing criteria of an interaction changed over time spent in queue. Routing criteria include:
This report will let you see how your routing strategy is working and provide insight into the contact journey.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Improvement to Contact History Report
This report will more accurately display the contact IDs and master contact IDs for segment recordings. This will make it easier to view data for all segments tied to a contact.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Hide Column Names in CSV Files
Currently, when you export a custom report to a CSV file, column names are included automatically. With this release, you will be able to select an option to hide them.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Bullseye Range and Routing Attribute Support in More Actions
The QueueVM and QueueCallback actions will support bullseye routing ranges and routing attributes. They will have the same routing parameters as the ReqAgent and UpdateContact actions:
This update will let you use bullseye routing and routing attributes in more of your routing scripts.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Support for Full Life Cycle of Digital Contacts
Currently, digital scripts only support contacts from the Begin action up to the Reqagent digital action. With the Summer 2023 release, you will be able to create scripts that route digital contacts through the Onrelease action. This will allow you to create scripts that support the full life cycle of digital contacts.
Workflow Automation (WFA) will remain an important tool to use together with digital scripts. WFA rules allow you to put conditions on certain events and actions happening with digital contacts, interactions, and more.
Buffer protection will be built in to digital scripts to protect against DDOS attacks or viral posts.
The following important differences between digital scripts and ACD scripts will remain the same:
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Changes to Digital Points of Contact
Studio scripts will fully control the assignment of digital contacts to digital skills. This means that digital points of contacts will be changed to require a default digital skill and script. This functionality is the same as for ACD points of contact.
If you currently use digital scripts, you will need to modify your digital points of contact. You will need to assign a default digital skill. If a script isn't already assigned to the digital point of contact, you will need to assign one.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
New Actions for Digital First Omnichannel
New actions will be available in Studio for use in digital scripts. They will allow you to:
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Action for Gryphon Rest APIs
If you subscribe to the Gryphon real-time automated Do Not Call (DNC) and TCPA compliance platform, you will have access to a new Studio action. This action will replace the previous SOAP action with a RESTful action. It will check various DNC registries for compliance at the point of dial. The registries it checks includes federal, state, and others.
The action will apply appropriate exemptions and block non-compliant calls. This will ensure that organizations are compliant with DNC and TCPA regulations.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Application Navigation Change
To streamline the Supervisor workspace experience, the Supervisor (legacy) icon will be moved under the Supervisor icon.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
New Supported Virtual Agent Providers
You will be able to integrate text- and voice-based virtual agents from the following providers with Contact Center:
This release will increase the options for virtual agent and bot integrations natively supported in Contact Center.
| Customer Request | ✖ | UI Change | ✓ |
Availability | On deploy |
These features are adjustments to those previously announced.
Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.
Chat Enhancements
A security update involving HTML functionality on the agent side of a chat was announced specifically for MAX. It will instead be available in all agent applications.
Voice Quality Metrics Deployment to Three Additional Regions
It was previously announced that Voice Quality Metrics would be deployed in Canada, Japan, and the UK regions to support continuous WebRTC session monitoring. Deployment for these three new regions will be partial. Support for SIP interactions will be added in a later release. With this release, you will only be able to analyze the agent leg, or side, of interactions for agents who use MAXIntegrated Softphone.
Multi-Region Storage
This feature was announced with the ability to use the DNIS of call and screen recordings to apply multi-region storage rules. Filtering files by DNIS for regional storage purposes will not be available in Summer 2023.
Enhancements to Real-Time Interaction Guidance Report
This feature was previously announced as an enhancement to the Real-Time Interaction Guidance report. Instead, that report will be split into two new reports. The previously announced enhancements will now only appear in the Real-Time Interaction Guidance-Behaviors and Phrases report. A separate report called Real-Time Interaction Guidance-Phrases, will not display data for sentiment or sales effectiveness metrics.
API Support for Quick Responses
Two new quick response APIs were listed under Digital Engagement API support for CXone Agent. They are not specific to CXone Agent and are now separated out as a standalone enhancement.
Expanded Digital Engagement API Support for Agent Applications
The following API updates were listed as specifically supporting CXone Agent. They can be consumed by any agent application, not only CXone Agent.
| ENDPOINT | DETAILS |
| PUT /contacts/{contactNumer}/inbox-assignment | inboxPreAssigneeCXoneId will accept an agent's UUID.
|
| DELETE /customers/{customerId}/custom-fields/{customFieldIdent} | A new endpoint that will remove the value of a customer custom field |
Each item includes a description of the feature as it was previously published on the Coming Soon page. These features will not be part of the Summer 2023 release but may be part of a future release.
Require Manual Accept
The Require Manual Accept setting will be added to the Details tab in ACD Skills. When enabled, it will require agents to manually accept or reject interactions for that ACD skill.
API to Support Secure Forms in Agent Quick Responses
Two new endpoints will support secure forms in the quick responses available to your agents.
Expanded Digital Engagement API Support for Agent Applications
The following API will support CXone Agent: POST /channels/{channelId}/recipients/last-contact
Prioritized Hold and Release on Interactions
As of the Spring 2023 release, you can place holds on interactions in active and long-term storage. The held interactions are safe from automatic or manual deletion. While an interaction is held, any life cycle rules that have not yet run for the interaction won't execute. Users can still retrieve the files while they are on hold. To request a hold or a release of an existing hold, you can search for interactions based on a date range and Contact ID as the primary criteria, or you can do an advanced search using team, agent, skill, and DNIS. The maximum Contact IDs per hold request is 500. The user creating the request must include a request name and a reason for creating the hold. All interaction hold and release activities are tracked in the Contact Center system.
You cannot put a hold on a interaction stored in a Secure External Access (SEA) bucket.
Additional CRM Integrations
CXone Agent will support integration with Pega, Salesforce, and SAP. This will be in addition to support for Kustomer, Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.
Require Manual Accept
When enabled, the Require Manual Accept setting will show options for Accept and Reject to the agent when they receive an interaction. The agent will need to manually accept or reject the interaction. You will be able to configure this at the skill level.
Require Manual Accept
When enabled, the Require Manual Accept setting will show options for Accept and Reject to the agent when they receive an interaction. The agent will need to manually accept or reject the interaction. You will be able to configure this at the skill level.
Additional CRM Integrations
CXone Agent Integrated will support integration with Pega, Salesforce, and SAP. This will be in addition to support for Kustomer, Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.
Require Manual Accept
When enabled, the Require Manual Accept setting will show options for Accept and Reject to the agent when they receive an interaction. The agent will need to manually accept or reject the interaction. You will be able to configure this at the skill level.
Require Manual Accept
When this setting is enabled on an inbound ACD skill, 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 they accept an incoming contact.
Interactions Enhancements
You will be able to search and filter by groups. A new Group will be available in the search results.
To see the following features in detail, select the product in the filter on the right.