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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 the Fall 2023 Release – User Hub

Cumulative Update 2

Cumulative Update 3

Minor Feature Release - December 2023

Cumulative Update 4

This page shows features currently planned for the Fall 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

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.

Removed Applications and Features

Links Removed from Digital First Omnichannel Navigation

The following changes will be made to gradually remove links to features and capabilities no longer accessible in the Digital First Omnichannel portal. You will still be able to access and manage these functions directly in Contact Center or the developer portal.

Reports, Care, CRM, and Settings will be removed from the top and side navigation menus of the Digital First Omnichannel portal.
Push API (Webhook) will be removed from the left navigation menu of the Digital First Omnichannel portal.

Customer Request

✖

UI Change

✓

Availability

On toggle

End of Support for ScreenAgent 2.x

From the end of 2023, ScreenAgent versions lower than 3.0.x will no longer be supported. You will need to upgrade all users to ScreenAgent version 3.0.x. You can use the current installation guide for instructions and there are no additional costs.

Customer Request

✓

UI Change

✖

Availability

On deploy

Set Global Trace Location Option in Studio Debug Menu

The Set Global Trace Location option in the Debug menu in Studio will be removed.

Customer Request

✖

UI Change

✓

Availability

On deploy

ACD

Improvements to Omnichannel Session Handling Experience

Two updates will improve the Omnichannel Session Handling (OSH) experience:

Delivery Mode Setting Changed: Currently, the business unit Details tab has a Contact Handling Method setting with options: Single Channel and Omnichannel. In this release, the two options will be called Static Delivery and Dynamic Delivery (Recommended). The field will still enable single-channel routing or omnichannel routing, but it will also enable other routing features:

Static Delivery:
- Will usually deliver a single interaction per agent. The exception is when you set up multi-chat handling and email parking for your agents.
- Will also support bullseye routing and a single routing attribute.
Dynamic Delivery (Recommended):
- Will allow independent delivery modes for agents and teams:

Single Contact Mode: Will deliver one interaction to an agent at a time. It is similar to Static Delivery.
Omnichannel Mode: Will deliver multiple interactions to an agent across different channels.

Will allow agents to elevate an interaction to another type. For example, they could elevate a chat to a phone call.
Will support bullseye routing and routing attributes.

Your current Contact Handling Method setting will automatically switch to the corresponding new setting. This will allow you to continue using your current single-channel handling or omnichannel handling experience without interruption.

These changes will be reflected in the online help. References to OSH will change to dynamic delivery.

No Logout Required to Switch to Dynamic Delivery: Currently, all agents must log out of Contact Center before you can change the Contact Handling Method to Omnichannel. In this release, you will be able to switch to Dynamic Delivery (formerly Omnichannel) while agents continue working without interruption.

Customer Request

✖

UI Change

✓

Availability

On deploy

Hours of Operation and Workflow Data View Types Added in Admin

Two view types will be added to Admin that will impact ACD. These views will limit the visibility of hours of operation and workflow data records to users. For more details about this feature, select the Admin filter on the top right.

Customer Request

✓

UI Change

✓

Availability

On toggle

ACD Channels

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

Admin

Hierarchy Updates

Hierarchies will receive the following updates:

Set a Primary Hierarchy: Currently, hierarchy data can only be used to create user views in Admin. In this release, you will also be able to use a primary hierarchy to filter data in the following areas:
- BI Reports. For more details about this feature, select the Reporting and Dashboards filter on the top right.
- CXone Recording. For more details about this feature, select the CXone Recording filter on the top right.

To use hierarchy data in these applications, you will have to set one of your hierarchies as your primary hierarchy. You can only have one primary hierarchy. Setting a primary hierarchy is permanent. Once set, you will not be able to change it back to a non-primary hierarchy. Only the primary hierarchy can send data to these applications. Using hierarchies to filter data will allow you to create reports tailored to your organizational structure.

Edit a Primary Hierarchy: You will be able to continue editing your primary hierarchy after you set it. You should only do so on a regular cadence because editing it can result in data discrepancies. For example:
- You filter a report by hierarchy to analyze data across several months. Halfway through that time period, someone on your team adds two new users to the organizational unit node you're reporting on. In this case, the second half of the report would include data from two additional users, potentially skewing your results.
- A member of your team deletes a level in your primary hierarchy. This level will no longer appear in reports and searches as the hierarchy only shows as it is currently. If the date range you are searching with includes a time when the deleted level did exist, the user may see it in the results.
Subnode Count Added to Hierarchy Drop-Down in User Views: Currently, you can create user views filtered by hierarchy data. In the hierarchy drop-down, you cannot see how many subnodes are under each node. In this release, you will be able to see a count of subnodes under each parent node. This subnode count will be next to each node in the hierarchy drop-down. This feature will help you better understand the level of access you are granting users when creating views.
Search for Nodes within a Hierarchy: You will be able to search for specific nodes within your hierarchy. If found, the node you search for will be placed in the center of the hierarchy window. For the search to yield results, you must type the name of the node exactly. Search is case-sensitive and must contain the entire node name. If you have multiple nodes with the same name, then the first search result will be placed in the center of the window. This feature will allow you to better navigate large hierarchies.
Faster Loading Times on Hierarchy Pages: Hierarchy pages will load faster when editing, navigating, or creating hierarchies.
Hierarchy Levels Limited to 12: You will only be able to have 12 levels in your hierarchy.

Customer Request

✓

UI Change

✓

Availability

On toggle

Hours of Operation and Workflow Data View Types Added

Role-based access control (RBAC) will be expanded to include two new view types:

Hours of Operation View: You will be able to control what hours of operation records users can see and use. The views created will be honored in ACD, bulk uploads, APIs, and Studio.
Workflow Data View: You will be able to control what workflow data records users can see and use. The views created will be honored in ACD, bulk uploads, APIs, and Studio.

Customer Request

✓

UI Change

✓

Availability

On toggle

Overall View Permission for CXone Supervisor

A new permission, Overall View, will be added under Supervisor > General Permission. When enabled, the overall display mode will be available on the Live Monitoring page. With this new display mode, supervisors will be able to see all the agents in the contact center.

For more details about this feature, select the CXone Supervisor filter on the top right.

Customer Request

✓

UI Change

✓

Availability

On toggle

MAX Hide Agent State Timer Permission

Currently, any agent using MAX can see how long other agents have been in their current state. In this release, you will be able to use the Hide Agent State Timer permission to hide the agent state timer from users with the affected role. This will allow flexibility to configure the tenant as needed for your organization.

Customer Request

✓

UI Change

✓

Availability

On toggle

Agent for Service Cloud Voice

These features will be available later in the release cycle, in late November or early December 2023.

Standard and Dynamic Address Book Support

Agent for Service Cloud Voice will support standard and dynamic address books in Contact Center. Using these address books will allow agents to access contact information within Agent for Service Cloud Voice.

Customer Request

✖

UI Change

✖

Availability

On deploy

WatchRTC SDK Integration

When Integrated Softphone and Voice Quality Metrics are enabled for your business unit, you will be able to use the WatchRTC SDK in Agent for Service Cloud Voice. Using the WatchRTC SDK will give you an overview of WebRTC health for your organization.

Customer Request

✓

UI Change

✖

Availability

On deploy

Outcomes Added

Agents will be able to use the Outcomes section to apply dispositions and tags to their voice interactions.

Dispositions: Describe the outcome of the voice interaction. This could include left voicemail, scheduled follow-up, no longer in service, and so on. This will help keep other teams who handle the contact up to date on their voice interactions.
Tags: Words or short phrases used to associate the call with Salesforce records. This will help to organize your voice interactions and data.

Customer Request

✖

UI Change

✖

Availability

On deploy

Voicemail Playback

Voicemail recordings and transcripts will be routable to agents. In the channel settings in Contact Center, you will be able to configure voicemail recordings and transcripts to be routed using a queue or an Omni-Channel flow. This will allow agents to follow up with contacts as needed.

Customer Request

✖

UI Change

✖

Availability

On deploy

Screen Pop to Flow

You will be able to configure screen pops for agents using Agent for Service Cloud Voice. Screen pops will be configured in the Contact Center ACD Skills page. This will help the agents have access to information they can use to have a successful voice interaction.

Customer Request

✖

UI Change

✖

Availability

On deploy

API

Permission Checks for POST /skills

Permission checks will be applied to older versions of the ACD skill creation API, POST /skills. This will bring versions 7, 9-13, and 18 up to current security standards. If you create ACD skills with this API, ensure that the security profile of the Contact Center user making the API calls has the Skills Create permission. The more recent versions, 19, 24, 27, and 28, already have permission checks.

Customer Request

✖

UI Change

✖

Availability

On deploy

New Agent Queue Counter APIs

Two new APIs will let you get extensive information on the contacts in an agent's personal queue. For example, you will be able to get the media type, skill, and campaign the contact routed through. A personal queue is separate from a skill queue and exists for contacts routed directly to an agent. This occurs any time an agent is requested by agentID rather than by skill, such as during a transfer.

Customer Request

✖

UI Change

✖

Availability

On deploy

WFM Export Schedules API

You will be able to export Workforce Management agent schedules using a new API. This will be an alternative to exporting schedules using CSV files. The developer portal will also have a new WFM category for this API's documentation.

Customer Request

✖

UI Change

✖

Availability

On deploy

Bot Builder

Custom Scripting

There will be a new section in Bot Builder where you will be able to write custom JavaScript to enhance and customize your bot's behavior. The scripts you write will allow your bot to do more during conversations, such as:

Add logic
Perform complex operations
Integrate with external systems

You will be able to add your scripts to bot skills and publish them on the Skill Store. You will also be able to discover scripts that others have published in their skills.

Customer Request

✓

UI Change

✓

Availability

On toggle

Skill Store Updates

The following features will be available for the Skill Store:

Private and Local Sharing: Currently, you can publish your skills to the Skill Store for anyone to access. In this release, you will also be able to privately share your bot skills using a link or locally share them with only your tenant inside the Skill Store.
Create New Bots from Skills: You will be able to use skills you discover in the Skill Store to immediately create new bots.
Feedback Management Integration: There will be an integration for Feedback Management in the Skill Store. This integration will allow your bot to perform conversational surveys with contacts.

Customer Request

✖

UI Change

✓

Availability

On toggle

UI and UX Improvements

The following user experience improvements will be made for existing features and functionality:

Slot Variable Auto-Complete: You will be able to view and select from a list of all existing slot variables when you type the first bracket { to insert a slot variable into a bot message.
Message Variations: You will be able to set up a variety of responses in one message action. The bot will randomly choose which one to use in a conversation.
Show/Hide Intents: You will be able to hide an existing intent from your training data, telling Bot Builder to treat it as a draft. It will still be visible to you to edit, but your bot will not learn from the intent while it is hidden. You can show the intent again when it's ready.
Layout Flexibility: When working on dialogues, NLU, or integrations, you will be able to adjust the width of each pane in Bot Builder to maximize space for the content you need.

Customer Request

✓

UI Change

✓

Availability

On toggle

Cloud Storage Services

Azure Storage

New customers will be able to choose between storing their files in AWS or Azure. Once you have chosen a storage method, you will not be able to switch from one method to the other. This means that if your existing organization is already using Cloud Storage Services, you will not be able to switch from AWS storage to Azure storage.

Azure storage will let you store, access, and play back your physical files. The information and metadata related to those files will be stored in AWS. Life cycle management rules for Azure storage will allow you to delete stored files from active storage after a certain number of days. Azure storage will not support archiving, file retrieval, custom storage, long-term storage rules, Secure External Access (SEA), or multi-region storage.

This feature will only be available in the United States.

Customer Request

✓

UI Change

✓

Availability

On toggle

Cloud Transcription

New Name and Location in Contact Center

Cloud Transcription Service will be called Turn by Turn Transcription. Additionally, its location in Contact Center will change. Currently, you can find it on the Other > Integrations > Transcription Profile page. In this release, it will be located on the Other > Integrations > Transcription Hub > Turn by Turn page.

Transcription Hub is a product that will be released as a part of the Fall 2023 release. It will be part of a controlled release program.

Customer Request

✖

UI Change

✓

Availability

On toggle

CXone Agent

These features will be available later in the release cycle, in December 2023.

Enhancements to the CRM Integration Experience

If you've integrated a CRM with CXone Agent, you will notice these updates:

Search for Custom CRM Entity Record Types: Currently, agents can search for the standard CRM entity record types in the Activity section of Customer Card. In this release, they will also be able to search for the custom entity record types you create.

Customer Request

✓

UI Change

✖

Availability

On toggle

Workflow Designer Tool: A Workflow Designer Tool will be added to Agent Integrations. It will allow you to create custom workflows for your authenticated CRM.

Customer Request

✖

UI Change

✓

Availability

On toggle

Choose Which CRM Record Fields Display to Agents: You will be able to choose which fields in a CRM record appear to agents in the Activity section of Customer Card. You can select up to five fields to display. This will be useful for making important contact information visible for agents. It will also enable you to restrict their access to sensitive contact information.

Customer Request

✓

UI Change

✓

Availability

On toggle

Search Multiple CRMs and CRM Instances: Currently, agents can search only one CRM or CRM instance at a time. In this release, they will be able to search multiple CRMs and CRM instances at once. This will allow them to see a unified view of all the records that match their search.

Customer Request

✓

UI Change

✓

Availability

On toggle

Pin Interaction Entity Records: Currently, your CRM creates interaction entity records at the beginning of each new interaction. These records contain information such as the interaction's contact ID, status, priority, and assigned agent. In this release, interaction records will be pinned to the top of the Activity section of Customer Card. This will make them more visible to agents.

Customer Request

✓

UI Change

✖

Availability

On toggle

IEX WFM Schedules

If your organization uses IEX WFM Integrated, agents will see their IEX WFM schedule in the Schedule space in CXone Agent. They will not be able to edit their IEX WFM schedules inside CXone Agent.

Customer Request

✓

UI Change

✓

Availability

On toggle

Queue Counts for Voicemails and Work Items

Currently, the Queue space in CXone Agent only shows queue counts for calls. In this release, it will also show queue counts for voicemails and work items.

Customer Request

✖

UI Change

✓

Availability

On toggle

Skill Assignments Page

The Skill Assignments page in Settings will show agents a list of the skills assigned to them and their proficiencies in those skills. It will be useful for troubleshooting and understanding contact routing.

Customer Request

✖

UI Change

✓

Availability

On toggle

Enhancements to Digital Interaction Search

When agents search for digital interactions, they will be able to:

Filter by Owner Assignee, Inbox Assignee, and Skill.
Select multiple elements in filters.

Customer Request

✖

UI Change

✓

Availability

On toggle

Tooltip Timestamps for Digital Messages

Currently, CXone Agent displays relative timestamps that show when digital messages were sent, such as 5 minutes ago. In this release, agents will be able to hover over a digital message to see a tooltip with the exact date and time the message was sent. The tooltip will appear in this format: M/DD/YY HH:MM:SS. This applies to chats, emails, SMS, social messages, social platform interactions, and WhatsApp messages.

Customer Request

✓

UI Change

✓

Availability

On toggle

Personal Connection Preview Dialing

Personal Connection (PC) preview and predictive dialing will be enabled for CXone Agent. This will allow for automated outbound calls. Agents will be able to accept, requeue, reschedule, and snooze PC calls. They will also have the option to assign a disposition to the call before it begins.

Customer Request

✖

UI Change

✓

Availability

On toggle

HTML for Screen Pops

Currently, screen pops can only be configured for CXone Agent using URLs. In this release, you will be able to use custom HTML to create screen pops. This will be done using:

The INDICATE action's ShowCustomForm setting in the ActionType and ActionValue properties.
The RUNAPP action's Prompt the user with a web page like form action type.

Customer Request

✖

UI Change

✖

Availability

On toggle

UI and UX Improvements

These improvements will be made to the CXone Agent user interface:

Enhancements to Screen Pops: If multiple screen pops are open, the Screen Pops space will display them as tabs at the top. Additionally, when screen pops are popped out to new tabs, the Screen Pops space will display an option to jump to those new tabs. Screen pops will no longer automatically pop out to new tabs when the app width is below 1,015 pixels.

Customer Request

✖

UI Change

✓

Availability

On toggle

Adjustable Drafting Space: Agents will be able to change the height of the text box in the interaction space where they draft their responses to contacts.

Customer Request

✓

UI Change

✓

Availability

On toggle

Improvements to Icons: The Record icon will be colored red when a call is being recorded. Additionally, the Mute and Unmute icons in the voice control panel will be switched. When the agent is muted, the icon will be crossed out.

Customer Request

✖

UI Change

✓

Availability

On toggle

Improvements to Personal Queue Interactions: Currently, personal queue interactions appear in the interactions menu with hash lines and no additional information. In this release, they will display the contact's phone number, skill, and the personal queue the interaction is assigned to. The hash lines will be removed.

Customer Request

✖

UI Change

✓

Availability

On toggle

CXone Agent Embedded

These features will be available later in the release cycle, in December 2023.

Support for Pega

CXone Agent Embedded will support an embedded experience with Pega. This is in addition to the previously announced support for Kustomer, Microsoft Dynamics, Salesforce, ServiceNow, and Zendesk.

Customer Request

✓

UI Change

✖

Availability

On toggle

Enhancements to the CRM Integration Experience

If you've integrated a CRM with CXone Agent Embedded, you will notice these updates:

Search for Custom CRM Entity Record Types: Currently, agents can search for the standard CRM entity record types in the Activity section of Customer Card. In this release, they will also be able to search for the custom entity record types you create.

Customer Request

✓

UI Change

✖

Availability

On toggle

Workflow Designer Tool: A Workflow Designer Tool will be added to Agent Integrations. It will allow you to create custom workflows for your authenticated CRM.

Customer Request

✖

UI Change

✓

Availability

On toggle

Choose Which CRM Record Fields Display to Agents: You will be able to choose which fields in a CRM record appear to agents in the Activity section of Customer Card. You can select up to five fields to display. This will be useful for making important contact information visible for agents. It will also enable you to restrict their access to sensitive contact information.

Customer Request

✓

UI Change

✓

Availability

On toggle

Search Multiple CRMs and CRM Instances: Currently, agents can search only one CRM or CRM instance at a time. In this release, they will be able to search multiple CRMs and CRM instances at once. This will allow them to see a unified view of all the records that match their search.

Customer Request

✓

UI Change

✓

Availability

On toggle

Pin Interaction Entity Records: Currently, your CRM creates interaction entity records at the beginning of each new interaction. These records contain information such as the interaction's contact ID, status, priority, and assigned agent. In this release, interaction records will be pinned to the top of the Activity section of Customer Card. This will make them more visible to agents.

Customer Request

✓

UI Change

✖

Availability

On toggle

IEX WFM Schedules

If your organization uses IEX WFM Integrated, agents will see their IEX WFM schedule in the Schedule space in CXone Agent Embedded. They will not be able to edit their IEX WFM schedules inside CXone Agent Embedded.

Customer Request

✓

UI Change

✓

Availability

On toggle

Queue Counts for Voicemails and Work Items

Currently, the Queue space in CXone Agent Embedded only shows queue counts for calls. In this release, it will also show queue counts for voicemails and work items.

Customer Request

✖

UI Change

✓

Availability

On toggle

Skill Assignments Page

Customer Request

✖

UI Change

✓

Availability

On toggle

Enhancements to Digital Interaction Search

When agents search for digital interactions, they will be able to:

Filter by Owner Assignee, Inbox Assignee, and Skill.
Select multiple elements in filters.

Customer Request

✖

UI Change

✓

Availability

On toggle

Tooltip Timestamps for Digital Messages

Currently, CXone Agent Embedded displays relative timestamps that show when digital messages were sent, such as 5 minutes ago. In this release, agents will be able to hover over a digital message to see a tooltip with the exact date and time the message was sent. The tooltip will appear in this format: M/DD/YY HH:MM:SS. This applies to chats, emails, SMS, social messages, social platform interactions, and WhatsApp messages.

Customer Request

✓

UI Change

✓

Availability

On toggle

Personal Connection Preview Dialing

Personal Connection (PC) preview and predictive dialing will be enabled for CXone Agent Embedded. This will allow for automated outbound calls. Agents will be able to accept, requeue, reschedule, and snooze PC calls. They will also have the option to assign a disposition to the call before it begins.

Customer Request

✖

UI Change

✓

Availability

On toggle

HTML for Screen Pops

Currently, screen pops can only be configured for CXone Agent Embedded using URLs. In this release, you will be able to use custom HTML to create screen pops. This will be done using:

The INDICATE action's ShowCustomForm setting in the ActionType and ActionValue properties.
The RUNAPP action's Prompt the user with a web page like form action type.

Customer Request

✖

UI Change

✖

Availability

On toggle

UI and UX Improvements

These improvements will be made to the CXone Agent Embedded user interface:

Enhancements to Screen Pops: If multiple screen pops are open, the Screen Pops space will display them as tabs at the top. Additionally, when screen pops are popped out to new tabs, the Screen Pops space will display an option to jump to those new tabs. Screen pops will no longer automatically pop out to new tabs when the app width is below 1,015 pixels.

Customer Request

✖

UI Change

✓

Availability

On toggle

Expanded Keypad: The keypad will be expanded to cover more of the screen. This will improve its visibility and functionality.

Customer Request

✖

UI Change

✓

Availability

On toggle

Adjustable Drafting Space: Agents will be able to change the height of the text box in the interaction space where they draft their responses to contacts.

Customer Request

✓

UI Change

✓

Availability

On toggle

Improvements to Icons: The Record icon will be colored red when a call is being recorded. Additionally, the Mute and Unmute icons in the voice control panel will be switched. When the agent is muted, the icon will be crossed out.

Customer Request

✖

UI Change

✓

Availability

On toggle

Improvements to Personal Queue Interactions: Currently, personal queue interactions appear in the interactions menu with hash lines and no additional information. In this release, they will display the contact's phone number, skill, and the personal queue the interaction is assigned to. The hash lines will be removed.

Customer Request

✖

UI Change

✓

Availability

On toggle

Branding Profile

CXone Agent Embedded will use the design configured in the Branding Profile in Tenant Management. For more details about this feature, select the Partner Applications filter on the top right.

Customer Request

✓

UI Change

✖

Availability

On toggle

CXone Agent for Microsoft Teams

These features will be available later in the release cycle, in December 2023.

Enhancements to the CRM Integration Experience

If you've integrated a CRM with CXone Agent for Microsoft Teams, you will notice these updates:

Search for Custom CRM Entity Record Types: Currently, agents can search for the standard CRM entity record types in the Activity section of Customer Card. In this release, they will also be able to search for the custom entity record types you create.

Customer Request

✓

UI Change

✖

Availability

On toggle

Workflow Designer Tool: A Workflow Designer Tool will be added to Agent Integrations. It will allow you to create custom workflows for your authenticated CRM.

Customer Request

✖

UI Change

✓

Availability

On toggle

Choose Which CRM Record Fields Display to Agents: You will be able to choose which fields in a CRM record appear to agents in the Activity section of Customer Card. You can select up to five fields to display. This will be useful for making important contact information visible for agents. It will also enable you to restrict their access to sensitive contact information.

Customer Request

✓

UI Change

✓

Availability

On toggle

Search Multiple CRMs and CRM Instances: Currently, agents can search only one CRM or CRM instance at a time. In this release, they will be able to search multiple CRMs and CRM instances at once. This will allow them to see a unified view of all the records that match their search.

Customer Request

✓

UI Change

✓

Availability

On toggle

Pin Interaction Entity Records: Currently, your CRM creates interaction entity records at the beginning of each new interaction. These records contain information such as the interaction's contact ID, status, priority, and assigned agent. In this release, interaction records will be pinned to the top of the Activity section of Customer Card. This will make them more visible to agents.

Customer Request

✓

UI Change

✖

Availability

On toggle

IEX WFM Schedules

If your organization uses IEX WFM Integrated, agents will see their IEX WFM schedule in the Schedule space in CXone Agent for Microsoft Teams. They will not be able to edit their IEX WFM schedules inside CXone Agent.

Customer Request

✓

UI Change

✓

Availability

On toggle

Queue Counts for Voicemails and Work Items

Currently, the Queue space in CXone Agent for Microsoft Teams only shows queue counts for calls. In this release, it will also show queue counts for voicemails and work items.

Customer Request

✖

UI Change

✓

Availability

On toggle

Skill Assignments Page

Customer Request

✖

UI Change

✓

Availability

On toggle

Enhancements to Digital Interaction Search

When agents search for digital interactions, they will be able to:

Filter by Owner Assignee, Inbox Assignee, and Skill.
Select multiple elements in filters.

Customer Request

✖

UI Change

✓

Availability

On toggle

Tooltip Timestamps for Digital Messages

Currently, CXone Agent for Microsoft Teams displays relative timestamps that show when digital messages were sent, such as 5 minutes ago. In this release, agents will be able to hover over a digital message to see a tooltip with the exact date and time the message was sent. The tooltip will appear in this format: M/DD/YY HH:MM:SS. This applies to chats, emails, SMS, social messages, social platform interactions, and WhatsApp messages.

Customer Request

✓

UI Change

✓

Availability

On toggle

Personal Connection Preview Dialing

Personal Connection (PC) preview and predictive dialing will be enabled for CXone Agent for Microsoft Teams. This will allow for automated outbound calls. Agents will be able to accept, requeue, reschedule, and snooze PC calls. They will also have the option to assign a disposition to the call before it begins.

Customer Request

✖

UI Change

✓

Availability

On toggle

HTML for Screen Pops

Currently, screen pops can only be configured for CXone Agent for Microsoft Teams using URLs. In this release, you will be able to use custom HTML to create screen pops. This will be done using:

The INDICATE action's ShowCustomForm setting in the ActionType and ActionValue properties.
The RUNAPP action's Prompt the user with a web page like form action type.

Customer Request

✖

UI Change

✖

Availability

On toggle

UI and UX Improvements

These improvements will be made to the CXone Agent for Microsoft Teams user interface:

Enhancements to Screen Pops: If multiple screen pops are open, the Screen Pops space will display them as tabs at the top. Additionally, when screen pops are popped out to new tabs, the Screen Pops space will display an option to jump to those new tabs. Screen pops will no longer automatically pop out to new tabs when the app width is below 1,015 pixels.

Customer Request

✖

UI Change

✓

Availability

On toggle

Adjustable Drafting Space: Agents will be able to change the height of the text box in the interaction space where they draft their responses to contacts.

Customer Request

✓

UI Change

✓

Availability

On toggle

Improvements to Icons: The Record icon will be colored red when a call is being recorded. Additionally, the Mute and Unmute icons in the voice control panel will be switched. When the agent is muted, the icon will be crossed out.

Customer Request

✖

UI Change

✓

Availability

On toggle

Improvements to Personal Queue Interactions: Currently, personal queue interactions appear in the interactions menu with hash lines and no additional information. In this release, they will display the contact's phone number, skill, and the personal queue the interaction is assigned to. The hash lines will be removed.

Customer Request

✖

UI Change

✓

Availability

On toggle

CXone Agent for Microsoft Teams

CXone Agent Embedded will use the design configured in the Branding Profile in Tenant Management. For more details about this feature, select the Partner Applications filter on the top right.

Customer Request

✓

UI Change

✖

Availability

On toggle

CXone Agent Integrated

These features will be available later in the release cycle, in December 2023.

Integration with Pega

CXone Agent Integrated will support integration with Pega. This is in addition to the previously announced support for Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk.

Customer Request

✓

UI Change

✖

Availability

On toggle

Enhancements to the CRM Integration Experience

If you've integrated a CRM with CXone Agent Integrated, you will notice these updates:

Search for Custom CRM Entity Record Types: Currently, agents can search for the standard CRM entity record types in the Activity section of Customer Card. In this release, they will also be able to search for the custom entity record types you create.

Customer Request

✓

UI Change

✖

Availability

On toggle

Workflow Designer Tool: A Workflow Designer Tool will be added to Agent Integrations. It will allow you to create custom workflows for your authenticated CRM.

Customer Request

✖

UI Change

✓

Availability

On toggle

Choose Which CRM Record Fields Display to Agents: You will be able to choose which fields in a CRM record appear to agents in the Activity section of Customer Card. You can select up to five fields to display. This will be useful for making important contact information visible for agents. It will also enable you to restrict their access to sensitive contact information.

Customer Request

✓

UI Change

✓

Availability

On toggle

Search Multiple CRMs and CRM Instances: Currently, agents can search only one CRM or CRM instance at a time. In this release, they will be able to search multiple CRMs and CRM instances at once. This will allow them to see a unified view of all the records that match their search.

Customer Request

✓

UI Change

✓

Availability

On toggle

Pin Interaction Entity Records: Currently, your CRM creates interaction entity records at the beginning of each new interaction. These records contain information such as the interaction's contact ID, status, priority, and assigned agent. In this release, interaction records will be pinned to the top of the Activity section of Customer Card. This will make them more visible to agents.

Customer Request

✓

UI Change

✖

Availability

On toggle

IEX WFM Schedules

Customer Request

✓

UI Change

✓

Availability

On toggle

Queue Counts for Voicemails and Work Items

Currently, the Queue space in CXone Agent for Microsoft Teams only shows queue counts for calls. In this release, it will also show queue counts for voicemails and work items.

Customer Request

✖

UI Change

✓

Availability

On toggle

Skill Assignments Page

Customer Request

✖

UI Change

✓

Availability

On toggle

Enhancements to Digital Interaction Search

When agents search for digital interactions, they will be able to:

Filter by Owner Assignee, Inbox Assignee, and Skill.
Select multiple elements in filters.

Customer Request

✖

UI Change

✓

Availability

On toggle

Tooltip Timestamps for Digital Messages

Customer Request

✓

UI Change

✓

Availability

On toggle

Personal Connection Preview Dialing

HTML for Screen Pops

Currently, screen pops can only be configured for CXone Agent for Microsoft Teams using URLs. In this release, you will be able to use custom HTML to create screen pops. This will be done using:

The INDICATE action's ShowCustomForm setting in the ActionType and ActionValue properties.
The RUNAPP action's Prompt the user with a web page like form action type.

Customer Request

✖

UI Change

✖

Availability

On toggle

UI and UX Improvements

These improvements will be made to the CXone Agent for Microsoft Teams user interface:

Enhancements to Screen Pops: If multiple screen pops are open, the Screen Pops space will display them as tabs at the top. Additionally, when screen pops are popped out to new tabs, the Screen Pops space will display an option to jump to those new tabs. Screen pops will no longer automatically pop out to new tabs when the app width is below 1,015 pixels.

Customer Request

✖

UI Change

✓

Availability

On toggle

Expanded Keypad: The keypad will be expanded to cover more of the screen. This will improve its visibility and functionality.

Customer Request

✖

UI Change

✓

Availability

On toggle

Adjustable Drafting Space: Agents will be able to change the height of the text box in the interaction space where they draft their responses to contacts.

Customer Request

✓

UI Change

✓

Availability

On toggle

Improvements to Icons: The Record icon will be colored red when a call is being recorded. Additionally, the Mute and Unmute icons in the voice control panel will be switched. When the agent is muted, the icon will be crossed out.

Customer Request

✖

UI Change

✓

Availability

On toggle

Improvements to Personal Queue Interactions: Currently, personal queue interactions appear in the interactions menu with hash lines and no additional information. In this release, they will display the contact's phone number, skill, and the personal queue the interaction is assigned to. The hash lines will be removed.

Customer Request

✖

UI Change

✓

Availability

On toggle

Branding Profile

CXone Agent Integrated will use the design configured in the Branding Profile in Tenant Management. For more details about this feature, select the Partner Applications filter on the top right.

Customer Request

✓

UI Change

✖

Availability

On toggle

CXone Attendant

Record Greetings Directly from App

Currently, users initiate a phone call to a selected phone number to record Unavailable, Out of Office, and After Hours greetings. In this release, users will be able to record greeting prompts directly within the app by launching an in-app recorder. Users can record Unavailable, Out of Office, and After Hours greetings directly within the browser and then play back the messages. This change will simplify the process of recording greetings and capturing voicemails.

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 deploy

Updated CXone Attendant User Page Layout

All voicemail-related settings will be consolidated under one area of Contact Center. A new Voicemail Management section will be introduced on both the Business Unit > CXone Attendant tab and the Users > CXone Attendant tab. This update will make it easier for users to identify and access CXone Attendant Plus (voicemail only) features, saving time and effort in configuration.

Customer Request

✖

UI Change

✓

Availability

On deploy

CXone Guide

Branding Enhancements

You will be able to maintain multiple brandings that you can assign to different templates. Also, you will be able to use the new Set Guide Branding job when creating engagement rules. You will use it to dynamically set the branding for Guide.

Customer Request

✖

UI Change

✓

Availability

On toggle

Engagement Rule Enhancements

The following enhancements will be made for defining engagement rules:

Page Element Exists Condition: This condition will trigger an engagement rule based on a certain UI element appearing on the page the visitor is viewing. You will need to first map the UI element by using the Engagement Mapper.
UI Adjustments to Conditions: Some Guide condition operators are not needed for engagement rules. These operators will be adjusted to what is relevant for Guide engagement rules.

Customer Request

✖

UI Change

✓

Availability

On toggle

Transparent Button Backgrounds

When defining a button, you will be able to set the background of the button to be transparent. The transparent background will override the color set in branding.

Customer Request

✖

UI Change

✓

Availability

On toggle

CXone Recording

Audit Trail for Play and Pause

Currently, there is no audit trail for play and pause actions when you play back a recording. In this release, there will be an audit trail for these actions. This helps to provide additional supervision for supervisors when reviewing recordings.

Customer Request

✓

UI Change

✖

Availability

On toggle

OS Login Support for ScreenAgent

Currently, ScreenAgent only supports logging in with Contact Center credentials to Contact Center client software, such as, MAX, Agent for Salesforce, and so on. This limits screen recording to Contact Center ACD telephony. In this release, ScreenAgent, version 3.0.x, will support OS Login credentials, which will allow screen recording on advanced configurations, such as CXone Open, multi-session environments, and more.

End of Support for ScreenAgent 2.x

Customer Request

✓

UI Change

✖

Availability

On deploy

Multi-Session Support for ScreenAgent

Currently, screen recording is not supported in multi-session environments. In this release, screen recording will be supported in multi-session environments and will be able to record the screen of each agent separately. Users will need to log in with OS Login credentials.

Customer Request

✓

UI Change

✖

Availability

On deploy

CXone Supervisor

Overall Display Mode

The Live monitoring page will have two display modes: Focused view and Overall view.

The existing view of filtered display of selected agents will be called Focused view. This view is intended for conventional supervisors who need detailed and real-time information about a specific group of agents and contacts. This view will have advanced filtering options and will continue to show all supervisor actions as shown currently.

The new Overall view display mode will show all the agents in the contact center. This view is intended for administrators or managerial supervisors who need a high-level view of their agents across the contact center. Supervisors will be able to perform only basic supervisor actions in this view.

To see the overall view, you must have the permission enabled: Supervisor > General Permission > Overall View: On.

Customer Request

✓

UI Change

✓

Availability

On toggle

Workforce Management

Export Schedules via API

You will be able to export agent schedules using an API as an alternative to exporting using CSV files.

For more details about this feature, select the API filter on the top right.

Customer Request

✖

UI Change

✖

Availability

On toggle

Schedule Recurring Meetings

You will be able to save time and effort when scheduling recurring meetings with employees. The recurrence will be daily or weekly.

This feature will be available for users with the WFM Advanced license.

Customer Request

✖

UI Change

✓

Availability

On toggle

User Interface Enhancements in Schedule Manager

The display and user experience of the Schedule Manager will be improved with faster performance.

Customer Request

✖

UI Change

✓

Availability

On toggle

Time-Range Bulk Editing

Managers will be able to bulk edit forecasted data based on time ranges in addition to bulk editing full days.

Customer Request

✖

UI Change

✓

Availability

On toggle

Auto-Approval of Trades

The system will automatically approve or decline trades based on the defined configuration. This will reduce the manual burden on the manager and provide immediate visibility of the trade request to the agents.

This feature will be available later in the Fall 2023 release cycle.

Customer Request

✖

UI Change

✓

Availability

On toggle

My Zone– Interval Level Self-Service for Extra Hours

This feature will be available for users with an advanced license.

Agents will be able to see interval-level extra hours opportunities on their schedules in My Zone. Based on the net staffing levels during the intervals, the extra hours will:

Be auto-approved
Require approval or
Be unavailable

This feature will give agents schedule flexibility. Additionally, it will provide transparency while meeting business staffing needs.

Customer Request

✖

UI Change

✓

Availability

On toggle

My Zone– Weekly Schedule View

Agents will have a weekly view of their schedule for better visibility. The weekly view will allow easy updates to the status and progress of each request. All the daily view functionality, except self-service, will also be available on the weekly view.

Customer Request

✖

UI Change

✓

Availability

On toggle

Mobile – Interval Level Self-Service for Time-Off

This feature will be available to users with an Advanced license.

Agents will be able to see interval-level time-off opportunities on their schedules in My Zone.

Two types of time-off slots are available based on the staffing conditions during the interval:

Auto-approved time-off slots
Time-off slots that need approval

This will give agents more schedule flexibility while meeting business staffing needs.

This feature will be available later in October for mobile release 3.4.1.

Customer Request

✖

UI Change

✓

Availability

On toggle

Mobile – Enhanced Full Day and Partial Day Trades

Agents will be able to request both partial and full day trade on the mobile app. Managers will have one place to configure the trades, and agents will have the same user experience regardless of where their trade request is submitted.

The new trade configurations from WFM will be used for this functionality.

This feature will be available later in October for mobile release 3.4.1.

Customer Request

✖

UI Change

✓

Availability

On toggle

Support for Digital Channels (DFO)

WFM will be able to forecast and manage all digital channels (such as Facebook or WhatsApp messages) supported by the Contact Center platform. You will be able to see and configure them on the WEM Skills page.

This feature will be available later in the Fall 2023 release cycle, in November 2023

Customer Request

✖

UI Change

✓

Availability

On toggle

True-to-Interval Analytics

Currently, data is collected at the end of interactions. In this release, WFM will use true-to-interval (TTI) analytics to collect data throughout the lifespan of the interaction. There will be two measurements: one for the start of the interaction called Handled, and one for the ongoing interaction called Active.

As a result of using TTI:

Historical data will be collected more effectively.
Forecast data accuracy will be improved.
Staffing requirements will be more realistic.

This feature will be available later in the Fall 2023 release cycle, in November 2023

Customer Request

✖

UI Change

✓

Availability

On toggle

DEVone Integrations

Textel

International Codes

SMS short codes will be added for the United Kingdom.

Customer Request

✖

UI Change

✓

Availability

On deploy

Textel Conversations

Textel Conversations is an online texting dashboard where users can do two-way messaging, blast messaging, and access compliance tools. Users without a Contact Center license will also be able to access the tool. This will let people within your business who are not contact center agents to use the messaging tool.

Customer Request

✖

UI Change

✓

Availability

On deploy

Integration with Salesforce Flow Builder

Integrating your Contact Center Textel experience with Salesforce Flow Builder will let you use your Salesforce data to do the following:

Add event-driven texting to your existing Salesforce flows. For example, if a contact schedules an appointment, Salesforce can immediately send an SMS with details about the appointment.
Write SMS interactions into new data objects.
Build and pull SMS reports in Salesforce. This includes reports for interaction history.
See SMS message details and timestamps.

Customer Request

✓

UI Change

✓

Availability

On deploy

Text Bots

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

Customer Request

✖

UI Change

✓

Availability

On deploy

Digital First Omnichannel

Expanded Capability for Delete Author's Name of a Message WFA Job

Currently, the Delete Author's Name of a Message job in Workflow Automation (WFA) only redacts the value of the user's name. In this release, the job will also redact email addresses and social media handles. This job will work with case-based triggers and continue to require the use of a scheduler.

Customer Request

✓

UI Change

✖

Availability

On toggle

Bring Your Own Channel Authentication Server URL

You will be able to configure a URL for Bring Your Own Channel (BYOC) authentication that is separate from your middleware URL. This will enhance security for your BYOC integration. If you do not provide this additional URL, the middleware URL will be used instead.

Customer Request

✓

UI Change

✓

Availability

On toggle

Digital Scripting Enhancements

Digital scripts will receive some enhancements.

For more details about this feature, select the Studio filter on the top right.

Customer Request

✓

UI Change

✓

Availability

On deploy

Real-Time Translations

DFO will allow you to integrate RWS Language Weaver for automatic language translation. This will allow agents using MAX to send and receive translated messages in real time. You will need to purchase the language pairs from RWS that you want agents to be able to use. Then you will be able to enable automated language translations on the Points of Contact Digital page.

Customer Request

✖

UI Change

✓

Availability

On deploy

Chat Translations Renamed to Chat UI Localization

Chat messaging and live chat channels allow you to add language variants in addition to those supported for default translation. Currently, this option appears as Translations for your chat channels. In this release, it will be renamed to Chat UI Localization.

Customer Request

✖

UI Change

✓

Availability

On deploy

Removal of Links to Features Outside of DFO

The following UI updates will be made to gradually remove links to features and capabilities no longer accessible in the Digital First Omnichannel portal. You will still be able to access and manage these functions directly in Contact Center or the developer portal.

Reports, Care, CRM, and Settings will be removed from the top and side navigation menus of the Digital First Omnichannel portal.
Push API (Webhook) will be removed from the left navigation menu of the Digital First Omnichannel portal.

Customer Request

✖

UI Change

✓

Availability

On toggle

Contact Center Email Spam Filtering

You will be able to create spam tags for inbound emails. If AWS SES suspects the email is spam, it will be flagged and the tag will be applied. You will be able to apply the spam tag to specific routing queues to route those messages away from agents. You will be able to configure each Contact Center email channel with its own spam tag in the channel settings.

Customer Request

✖

UI Change

✓

Availability

On deploy

Migration to Cloud API for WhatsApp

Starting in the Summer 2023 release, DFO no longer uses a third-party integration service for WhatsApp. DFO connects directly to the Meta Cloud API. This migration process is ongoing in this release.

Migrate to Meta Cloud API: You will need to migrate your information to the Meta Cloud API by the end of September 2023 at the latest. The old WhatsApp button on the Points of Contact Digital page will be removed on 1 October. If you don't migrate in time, your WhatsApp services will no longer be available.
Manage Message Templates in WhatsApp Manager: All users will be able to manage message templates directly in the WhatsApp Manager. If you don't already have this option, it will be available after you successfully migrate to the Meta Cloud API. You will no longer need to complete any configuration steps for these templates in Contact Center. This will make it easier to configure and manage your WhatsApp account in one place. It will also make the configuration experience more consistent for new and existing WhatsApp users.

Customer Request

✖

UI Change

✓

Availability

On deploy

DFO Chat Close Button

Currently, the button to end a chat is under the chat settings drop-down. In this release, you will be able to use a JavaScript API call to display an X in the main window instead. This button will provide a simpler experience for users to end their chat session.

Customer Request

✖

UI Change

✓

Availability

On deploy

DFO Chat Typing Preview

Agents will be able to see messages from the contact before they are sent. This will allow agents to prepare their responses and reply faster. This feature will be turned off by default. You will be able to turn it on in the settings for each individual chat channel.

This feature is not compliant with PCI or HIPAA.

Automatic translation will not work with this feature turned on.

Customer Request

✖

UI Change

✓

Availability

On toggle

DFO Chat Performance Enhancements with Chatbot Responses

In DFO Chat, responses from a chatbot will be sent within a few seconds after receiving the contact's message. This will decrease the loading times of the chat window for the user interacting with the bot.

Customer Request

✖

UI Change

✓

Availability

On toggle

Enlighten AI Routing

Sentiment Focus Metric Added

You will be able to use Sentiment as your Enlighten AI Focus Metric. This will help you further customize your routing strategy.

Customer Request

✖

UI Change

✓

Availability

On toggle

Focus Metric Weighting

In ACD skill settings, you will be able to control how Enlighten AI Routing distributes routes by considering agent workload. You will be able to use the Enlighten AI Focus Metric drop-down and select the focus metric and the weight. Enlighten AI Routing will balance predicted KPI values with agent workload metrics, such as idle time. This will allow you to quickly customize how Enlighten AI Routing works for your organization. These will be the weighting options:

Focus Metric + High Weight: Will route to agents only based on predictions made for the selected KPI.
Focus Metric + Medium-High Weight: Will distribute 90% of interactions to agents with the best predicted KPI and then route 10% of interactions to agents with relatively low occupancy and high idle time.
Focus Metric + Medium Weight: Will distribute 80% of interactions to agents with the best predicted KPI and then route 20% of interactions to agents with relatively low occupancy and high idle time.
Focus Metric + Medium-Low Weight: Will distribute 70% of interactions to agents with the best predicted KPI and then route 30% of interactions to agents with relatively low occupancy and high idle time.
Focus Metric + Low Weight: Will distribute 60% of interactions to agents with the best predicted KPI and then route 40% of interactions to agents with relatively low occupancy and high idle time.

Customer Request

✖

UI Change

✓

Availability

On toggle

Interaction Analytics

Apply Search Filters to Workspaces

Currently, you can create a saved search and view it on the Search page. In this release, you will be able to apply search filter results and saved searches to your workspaces. This will help you see the data you are looking for more quickly without needing to use workspace or widget filters.

Customer Request

✖

UI Change

✓

Availability

On deploy

Improvement to Brazilian Portuguese and German Transcripts

A new transformer technology will be used to improve the accuracy of transcripts for Brazilian Portuguese and German. This will make transcripts easier to read and understand.

Customer Request

✖

UI Change

✖

Availability

On deploy

Enlighten Features Available for IA Advanced

Currently, to use Enlighten AI metrics in IA, you must have IA Premium and Enlighten use cases. In this release, Enlighten-enabled features will be included with the IA Advanced package. If you already have IA Advanced or IA Premium, this update won't affect you.

Customer Request

✖

UI Change

✖

Availability

On deploy

Support for Open Recording

IA will be able to process calls from open recording. This means IA can analyze interactions even if you don't use the Contact Center ACD in your contact center. MCR open recording will support Avaya ACD. This update will not include historical data prior to this release.

Customer Request

✖

UI Change

✖

Availability

On deploy

Interactions and Playback

Search and Filter by Group

You will be able to search interactions by group name and group ID, and you will be able to filter by group name. A new column will be available in the Interactions search results to display the groups associated with agents in an interaction.

Customer Request

✓

UI Change

✓

Availability

On toggle

Filter by Hold Count and Hold Time

You will be able to filter Interactions search results by a segment's hold count and hold time. New columns will be available in the search results to display the hold count and hold time associated with a segment.

Customer Request

✓

UI Change

✓

Availability

On toggle

Tag Interaction by Group

In the comment of an interaction, you will be able to tag by group name as well as by individual users.

Customer Request

✓

UI Change

✓

Availability

On toggle

Improved Recording Alert Descriptions

Recording alerts will provide more information about recording errors. For example, if there is a recording alert because there is no connection to the media server, there can be multiple reasons. The error description for the recording alert will provide more detailed information.

Customer Request

✓

UI Change

✓

Availability

On toggle

MAX

Hide Agent State Timer

Customer Request

✓

UI Change

✓

Availability

On toggle

Updated Error Message

Currently, agents receive an "Agent - Crash" message when they have been in an unavailable state for longer than the Agent Timeout (Min) configuration. In this release, the error message will be updated to say "Agent - Timeout". This will make the error reason clearer.

Customer Request

✓

UI Change

✓

Availability

On toggle

Security Enhancement

InnerHTML will be replaced with innerText in the MAX code base. InnerText is safer and will reduce the risk of unauthorized code execution within MAX.

Customer Request

✓

UI Change

✖

Availability

On deploy

Require Manual Agent 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.

Customer Request

✓

UI Change

✓

Availability

On toggle

My Zone

Interval Level Self-Service for Extra Hours

This feature will be available for users with an advanced license.

Agents will be able to see interval-level extra hours opportunities on their schedules in My Zone. Based on the net staffing levels during the intervals, the extra hours will:

Be auto-approved
Require approval or
Be unavailable

This feature will give agents schedule flexibility. Additionally, it will provide transparency while meeting business staffing needs.

Customer Request

✖

UI Change

✓

Availability

On toggle

Weekly Schedule View

Customer Request

✖

UI Change

✓

Availability

On toggle

Partner Applications

Adapters

Improvements in Microsoft Teams Directory Sync and Presence Sync

Two updates will be made to improve Microsoft Teams Directory Sync and Presence Sync:

Mapping of Multiple Contact Center Accounts to a Microsoft Azure Account: Currently, you can map only one Contact Center account to a Microsoft Azure account in Microsoft Teams Directory Sync and Presence Sync. In this release, you will be able to map multiple Contact Center accounts to a Microsoft Azure account.
Email Alerts on Insufficient System Users for Presence Event Subscriptions: Currently, Contact Center administrators aren't alerted when presence event subscriptions cannot be synced due to insufficient system users. In this release, email notifications will be sent to the Contact Center administrator informing them there aren't enough system users to establish a presence event subscription. To correct the issue, they will need to add more users in the system.

These features will be available later in the Fall 2023 release cycle.

Customer Request

✓

UI Change

✓

Availability

On deploy

Support for More Agent States in RingCentral Presence Sync

Currently, only agents who are in the In a Call state are marked as Unavailable in RingCentral Presence Sync. In this release, the following states will also be marked as Unavailable:

DND
In a Meeting

With this improvement, contacts won't be routed to agents who are in these states.

This feature will be available later in the Fall 2023 release cycle.

Customer Request

✓

UI Change

✓

Availability

On deploy

Availability of Adapters on FedRamp Moderate Regions

Adapters will be available in FedRamp moderate regions. This will allow Adapters to be accessible to more users.

Customer Request

✖

UI Change

✖

Availability

On deploy

Zoom Adapters

Zoom Adapters will let you integrate Zoom with Directory Sync and Presence Sync.

Customer Request

✖

UI Change

✖

Availability

On deploy

Tenant Management

Branding Profile Support for the CXone Agent Suite

CXone Agent, CXone Agent Embedded, CXone Agent for Microsoft Teams, and CXone Agent Integrated will use the design configured in the Branding Profile in Tenant Management. They will display the Branding Profile's logo instead of the CXone logo.

This feature will be available later in the Fall 2023 release cycle.

Customer Request

✓

UI Change

✖

Availability

On toggle

Separate Dashboards Permissions

Currently, the Dashboards permission in Tenant Management is enabled for all tenants and is not editable. In this release, it will be replaced by two new permissions: Legacy Dashboard and ACD UH Widgets. Tenant Management administrators will be able to disable the Legacy Dashboard permission to hide Reporting > Dashboards from users.

Customer Request

✖

UI Change

✓

Availability

On deploy

Personal Connection

Ability to Add Templates and Variables to Proactive WhatsApp

You will be able to include templates and variables when sending messages to contacts on Proactive WhatsApp. This enhancement will increase the business value for WhatsApp and allow organizations to share personalized messages to their users.

Customer Request

✓

UI Change

✓

Availability

On toggle

Create SMS and Email Templates in Arabic

You will be able to create SMS and email templates in Arabic, supporting both right-to-left (RTL) and left-to-right (LTR) text in email and SMS messages. This enhancement will offer greater language flexibility, allowing you to utilize outbound digital channels in regions where Arabic is spoken.

Customer Request

✖

UI Change

✓

Availability

On deploy

Ability to Create State Do Not Call Holidays in ACD

You will be able to create do not call (DNC) holidays in the ACD. This feature will allow you to set specific curfews to avoid calls to certain regions on state holidays. This will address compliance issues where many states have statutes prohibiting such calls on declared holidays.

Customer Request

✓

UI Change

✓

Availability

On deploy

Quality Management

Custom Team Assignment to Evaluator

A Quality Plan creator will be able to customize the teams that an evaluator will receive interactions from. The teams an evaluator has access to must be assigned in the Administration section.

Customer Request

✖

UI Change

✓

Availability

On deploy

Supervisor Initiates Evaluation Appeal

A Quality Form Administrator will be able to set an evaluation appeal in the form template. An Agent or Supervisor with the necessary permission will be able to initiate an appeal.

Anyone with the required permission to appeal will be able to act as the Supervisor. They will also have access to the agent's evaluations.

You will be able to change the appeal workflow in Settings, when creating a new form template.

Customer Request

✖

UI Change

✓

Availability

On deploy

Active Form Edits and Versions

Currently, editing an active form automatically updates the version number.

In this release, the Form Administrator will be able to make cosmetic changes to an active form without the version number changing. By default, the new Save form without updating version will be enabled.

Cosmetic changes will include:

Changing form fonts and colors
Spelling edits
Adding and removing headers

Reports will remain unaffected by cosmetic changes.

To apply non-cosmetic changes, the Save form without updating version setting must be disabled.

Non-cosmetic changes include:

Adding or removing question and answer options
Drag and drop questions
Properties, settings, scoring, and formula changes

Customer Request

✖

UI Change

✓

Availability

On deploy

Evaluation Form Custom Headers

The new feature will allow form builders to create up to five custom header text boxes for a form.This will let you include evaluation interaction data. Agents will be able to view the header and header values in their evaluations.

Customer Request

✖

UI Change

✓

Availability

On deploy

Support for Side by Side (OCR+3rd Party ACD)

Quality Management will support Interactions from the Avaya ACD. This support will be dependent on the recording license being configured for CXone, supporting Avaya ACD.

Customer Request

✖

UI Change

✓

Availability

On deploy

Japanese Included in Multi-Language Options

When building custom categories in QMA, Japanese will be included.

Customer Request

✖

UI Change

✓

Availability

On deploy

Customer Request

✖

UI Change

✓

Availability

On deploy

Challenge Updated to Appeal

All instances of the terms Challenge or Challenged will be updated to Appeal or Appealed.

Customer Request

✖

UI Change

✓

Availability

On deploy

BI Report Enhancements

Hierarchy Filter: You will be able to filter by Hierarchy in the prompt of these QM reports:
- Evaluations by Section and Question
- Evaluations by Team
- Evaluation Details
- Evaluation Question and Answer Analysis
- Evaluation Question and Answer Details
- Evaluation Question Details
- Evaluator Analysis
These reports will display a column for Hierarchy:
- Evaluation by Team
- Evaluation by Details
- Evaluator Analysis

For more details about this feature, select the Admin filter on the top right.

Customer Request

✓

UI Change

✓

Availability

On deploy

Group Filter: You will be able to filter by Group at the top of these QM reports:
- Evaluations by Section and Question
- Evaluations by Team
- Evaluation Question and Answer Analysis
- Evaluation Question and Answer Details
- Evaluation Question Details

Customer Request

✓

UI Change

✓

Availability

On deploy

Additional Search Capabilities for Ad-Hoc Evaluations

Users will be able to search by the Organizational Unit or OU and by Group. This feature provides users with additional search capabilities when locating a Line of Business or Group when evaluating agents.

For more details about this feature, select the Admin filter on the top right.

Customer Request

✓

UI Change

✓

Availability

On deploy

Next Generation for Coaching

Users will have access to their original coaching packages and plans in a read-only format, allowing them to familiarize themselves with the new Coaching platform. A "What's New" pop-up will be provided to support users in understanding the updates and changes in the platform.

Customer Request

✖

UI Change

✓

Availability

On deploy

Reporting and Dashboards

Business Intelligence (BI) Reports

Quality Management BI Report Enhancements

Hierarchy Filter: You will be able to filter by Hierarchy in the prompt of these QM reports:
- Evaluations by Section and Question
- Evaluations by Team
- Evaluation Details
- Evaluation Question and Answer Analysis
- Evaluation Question and Answer Details
- Evaluation Question Details
- Evaluator Analysis
These reports will display a column for Hierarchy:
- Evaluation by Team
- Evaluation by Details
- Evaluator Analysis

These reports will display a column for Hierarchy:

Evaluations by Team
Evaluation Details
Evaluator Analysis

For more details about this feature, select the Admin filter on the top right.

Group Filter: You will be able to filter by Group at the top of these QM reports:
- Evaluations by Section and Question
- Evaluations by Team
- Evaluation Question and Answer Analysis
- Evaluation Question and Answer Details
- Evaluation Question Details

Customer Request

✓

UI Change

✓

Availability

On deploy

Time Period Sub-filters in All QM Reports: Currently, you can filter by Evaluation Submitted Date in some QM reports and by Evaluation Start Date in others. In this release, both sub-filters will be added to all QM reports. Each report will display columns for Evaluation Submitted Date and Evaluation Start Date.

Customer Request

✓

UI Change

✓

Availability

On deploy

Data Download Reports

CDR Disposition Expanded Report

The CDR Disposition Expanded report will show information about the interactions that occurred in your system, including the contact, agent, skill, campaign, team, time, and disposition. In addition to all of the columns from the CDR Plus Disposition report, it will also show:

ActiveTalkTime
ConferenceTime
ContactEndReason
ContactType
End_Time
InboundPending
NumberToDial
OutboundPending
PreviewTime
Refused
WaitTime

Customer Request

✖

UI Change

✖

Availability

On deploy

Agent State Log Expanded Report

The Agent State Log Expanded report will show the states each agent was in for the time period you select. In addition to the columns from the Agent State Log report, it will also show:

State
Duration in Seconds

This report will let you see agents' states in one view.

Customer Request

✖

UI Change

✖

Availability

On deploy

All Callbacks Expanded Report

The All Callbacks Expanded report will show all scheduled callbacks and commitments for the time period you select. In addition to the columns from the All Callbacks report, it will also show:

Skill_Name
Calledback
Agent_No
Agent_Name
Contact ID
ANI

Customer Request

✖

UI Change

✖

Availability

On deploy

Dashboards

Hide Dashboards

Tenant Management administrators will be able to disable the new Legacy Dashboard permission in Tenant Management to hide Reporting > Dashboards from users.

For more details about this feature, select the Partner Applications filter on the top right.

Customer Request

✖

UI Change

✓

Availability

On deploy

CXone SmartAssist Powered by Amelia

Amelia Updating to Version 5.7.x

SmartAssist will be updated to support Amelia version 5.7.x.

This update will be available later in the Fall 2023 release cycle.

Customer Request

✖

UI Change

✖

Availability

On toggle

Studio

New Action: Estimated Wait Time (Digital)

The Estimated Wait Time (Digital) action will allow you to provide Digital First Omnichannel contacts an estimate of how long it may take for an agent to respond to their request. This action will be available to use with the digital script media type. Digital First Omnichannel is required to use this action.

This action will be available later in the Fall 2023 release cycle.

Customer Request

✓

UI Change

✓

Availability

On deploy

DFO Chat Delivery Override

You will be able to override the delivery of DFO chat messages using custom Studio scripting. Using this option will require assistance from Contact Center Professional Services.

This feature will be available later in the Fall 2023 release cycle.

Customer Request

✓

UI Change

✓

Availability

On deploy

Set Global Trace Location Option in Debug Menu

The Set Global Trace Location option in the Debug menu in Studio will be removed.

Customer Request

✖

UI Change

✓

Availability

On deploy

Virtual Agent Hub

SmartAssist Updating to Amelia Version 5.7.x

SmartAssist will be updated to support Amelia version 5.7.x.

This update will be available later in the Fall 2023 release cycle.

Customer Request

✖

UI Change

✖

Availability

On toggle

Support for IBM Watson Voice and Text Virtual Agents

You will be able to use IBM Watson voice and text virtual agents with Contact Center. IBM voice virtual agents will require a SIP backchannel implementation and will not be able to be set up through Virtual Agent Hub. Text virtual agents will be able to be set up through Virtual Agent Hub.This will expand the options of virtual agent providers you can use in your contact center.

Customer Request

✖

UI Change

✓

Availability

On deploy

Support for Omilia Voice Virtual Agents

You will be able to use Omilia voice virtual agents with Contact Center. These virtual agents will require a SIP backchannel implementation and will not be able to be set up through Virtual Agent Hub. This will expand the options of virtual agent providers you can use in your contact center.

Customer Request

✖

UI Change

✓

Availability

On deploy

Release Adjustments

These features are adjustments to those previously announced.

Changed Features

Studio

DFO Chat Delivery Override

It was previously announced that you will be able to override the delivery of DFO chat messages. This feature will require assistance from Contact Center Professional Services.

Features Removed from This Release

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 Fall 2023 release but may be part of a future release.

Bot Builder

NLU Intent Evaluation Report

You will be able to run evaluation reports to see several metrics for each intent. These metrics will include count, precision, any warnings about the training data for that intent, and more.

CXOne Guide

Guide Analytics Enhancements

There will be enhancements to the experience of Guide reports, including new widgets and metrics.

Digital First Omnichannel

Digital Reporting Enhancements

There will be enhancements to the experience of digital reports, including new widgets and metrics.

Support for LinkedIn Tags and Mentions

A case will be created any time someone tags or mentions your brand on LinkedIn.

This feature will be available later in the Fall 2023 release cycle.

Interactions and Playback

Search and Filter by Hierarchy

You will be able to filter Interactions search results by organizational units and teams in the primary hierarchy. A new column will be available in the search results to display the organizational units associated with agents in an interaction.

Features Added to This Release

To see the following features in detail, go to feature section.

Cloud Transcription

New Name and Location in Contact Center

Workforce Management

Support for Digital Channels (DFO)
True-to-Interval Analytics

Studio

Set Global Trace Location Option in Debug Menu

Cumulative Update 2

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

New Feature

This cumulative update introduces the Keypad in Conference Call Controls feature in CXone Agent, CXone Agent Embedded, CXone Agent for Microsoft Teams, and CXone Agent Integrated.

ACD

In some systems, transferred calls became stuck.
Users couldn't access hours of operation profiles if its expiration date was earlier than the current date.
Users couldn't save changes made to the workflow data edit page.

CXone Agent Applications

Agents couldn't disable the agent leg when they were on an active call. This made it impossible to end a call to the wrong number while it was ringing.
When an agent transferred a call and then accepted a new inbound call, sometimes the call controls didn't appear for the new call.

Developer Portal

For some clusters, running Admin API > General > DELETE /files on the developer portal failed with a Failed to fetch error.

MAX

When an agent entered text in an email reply while in the ACW state, the drafted reply was deleted when the ACW state timed out.

Personal Connection

In systems where predictive dialing was disabled, users couldn't update the Consecutive Attempts without a Live Connect field for dialer skills where the dialing ratio was 1.
In certain system configurations, dialer calls were automatically dispositioned as Answering Machine Left Message instead of routing to an agent.
Changes to call suppression settings didn't appear in the audit history for a dialer skill.
In some systems, the agentless dialer would reach a contact and fail to play a message. When this happened, it assigned an error disposition to the call.

Platform

Rarely, users in a system lost access to many applications and pages in CXone.

Reporting

The Contact Details report didn't play chat recordings. Instead, it returned error 8202.
Sometimes the data extraction tool from a data download report would fail with a timeout error.
When agents applied tags to email contacts in MAX, some of those tags didn't appear in the Contact Details report.

Studio

Users on the beta cluster couldn't open Studio scripts they had updated in the Fall 2023 version.
The GRYPHON DNC V2 action didn't send optional variables like zip code and campaign name.
In some systems, the RUNAPP action produced an "Object reference not set to an instance of an object" error.

Cumulative Update 3

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

New Feature

This cumulative update introduces the following feature:

Update Requires All Studio Users to Clear Studio Cache

ACD

Email contacts sometimes generated recordings that were several hours long.
Interactions where the contact hung up in the IVR sometimes produced recordings that were several hours long.
ACD skill profiles sometimes showed that edits were made by "not applicable".
Users couldn't open ACD Skills unless they had the Hours of Operation View permission enabled.
Editing the Workflow Data settings returned the error "The remote server returned an error: (400) Bad Request."
Agents sometimes received a busy error when they transferred a contact to another skill.

Admin

The Audit History tab of an employee profile sometimes showed changes that weren't made.

Digital First Omnichannel

The agent status in DFO and MAX didn't always synchronize correctly.

MAX

Contacts were sometimes routed to agents through a skill that the agent was no longer assigned to.
In preview dialing, the Accept button didn't work.

Platform

Users couldn't log in to Contact Center with Federated Identity.

Reporting

For custom reports that included callback requests, transferred calls were associated with the original contact ID of the interaction, not the contact ID assigned to the interaction after the transfer.

Studio

In scripts that sent an email with a voicemail recording as an attachment, the email would sometimes send before the attachment was ready.
In some systems, saving a Studio script took several seconds to complete.
The Studio debugger sometimes returned the error "Could not load file or assembly."
Studio would download an old version of Cefsharp instead of the latest.
REQAGENT (digital) didn't work correctly when the default skill was selected.

Minor Feature Release - December 2023

This page shows features currently planned for the December 2023 Minor 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 system has been updated.

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

Removed Applications and Features

Dashboard Application Replaced

The current Dashboard application will be removed from Contact Center. You will no longer be able to access or use it. Your system will migrate to the new CXone Dashboard application for a similar but improved experience.

The new CXone Dashboard doesn't currently support FedRAMP. Until it does, FedRAMP-enabled systems will include the current Dashboard application but not the new CXone Dashboard.

Customer Request

✖

UI Change

✓

Availability

On deploy

New Applications

CXone Dashboard

The new CXone Dashboard will be a powerful application that brings your contact center information together in one place. It will provide real-time, intraday, and historical insights with enhanced visualization.

The dashboard will give a complete operational picture, making it easy to understand complex information by collecting data from different channels, like digital and voice. It will deliver actionable insights relevant to various roles within the contact center, allowing everyone access to business-critical KPIs.

Customers who have been using CXone Dashboard in controlled release will notice these new features:

The CXone Dashboard application will be user-friendly, with ready-to-use widgets for visualizing data from CXone ACD, DFO, Guide, Quality Management, and Interaction Analytics.
Customizable widgets for any specific metric across the Contact Center platform will be available.
Users will be able to create, share, export, and project dashboards. Its improved interface will provide a better user experience, ensuring faster performance and an overall better experience.

In the December Minor 2023 release, the CXone Dashboard will become generally available. It is currently in a controlled release (CR).

All users of the legacy User Hub Dashboard, excluding those with FedRAMP environments, will be automatically migrated to the new CXone Dashboard application.
Dashboards created with the legacy Dashboard, will be automatically migrated to the new CXone Dashboard.
Tenants in FedRAMP environments will continue using the legacy dashboard until the new dashboard application receives FedRAMP certification.

For more information, see the CXone Dashboard migration guide.

Customer Request

✓

UI Change

✓

Availability

On toggle

CXone Agent

CXone Agent Desktop and Mobile Apps

CXone Agent will be available for download as a desktop app and a mobile app. These apps will be able to run in the background and display notifications to the agent directly on their computer or mobile device, enhancing productivity and performance.

Customer Request

✖

UI Change

✖

Availability

On toggle

Load Previous Digital Messages

Agents will be able to load older messages from the contact to see their past interactions with other agents. This applies to:

Chats
Email
SMS
Social messages
Social platform interactions
WhatsApp messages

Customer Request

✓

UI Change

✓

Availability

On toggle

Performance Report

The Performance report will be available inside CXone Agent. It will show agents the number of inbound, outbound, and total interactions they handled for a selected time period. It will have the same features and functionality as the Performance report in MAX.

Customer Request

✖

UI Change

✓

Availability

On toggle

Contact History Loading

When the agent first opens the Contact History space, it will show a limited number of interactions. As the agent scrolls, it will show more interactions. This will decrease the amount of time Contact History takes to load when opened.

Customer Request

✖

UI Change

✖

Availability

On toggle

CRM Workflow Errors in Studio Trace

Error messages from your CRM about the workflows you've created for your agents, such as Search, Create, and Data Memorialization, will appear in the Studio scripts you configured for those workflows. They will appear in the Studio trace window.

To see this feature, clear your cache in Studio.

Customer Request

✖

UI Change

✖

Availability

On toggle

Unified Design for Contact History, Queue, and Search

Currently, the Contact History, Queue, and Search spaces each have their own unique layout. In this release, the layout of Contact History and Queue will be changed to match the current layout of Search. All three spaces will display information in a table. This will simplify the user experience.

Customer Request

✖

UI Change

✓

Availability

On toggle

Agent Assist Hub

Integrations Menu Item Renamed to Automation and AI

The Integrations menu item in Contact Center will be renamed to Automation and AI. This is where you can find Agent Assist Hub. It's located in the Others section of the menu that appears when you click the app selector.

Customer Request

✖

UI Change

✓

Availability

On deploy

CXone Agent Embedded

Load Previous Digital Messages

Agents will be able to load older messages from the contact to see their past interactions with other agents. This applies to:

Chats
Email
SMS
Social messages
Social platform interactions
WhatsApp messages

Customer Request

✓

UI Change

✓

Availability

On toggle

Performance Report

The Performance report will be available inside CXone Agent Embedded. It will show agents the number of inbound, outbound, and total interactions they handled for a selected time period. It will have the same features and functionality as the Performance report in MAX.

Customer Request

✖

UI Change

✓

Availability

On toggle

Contact History Loading

Customer Request

✖

UI Change

✖

Availability

On toggle

CRM Workflow Errors in Studio Trace

To see this feature, clear your cache in Studio.

Customer Request

✖

UI Change

✖

Availability

On toggle

Unified Design for Contact History, Queue, and Search

Customer Request

✖

UI Change

✓

Availability

On toggle

CXone Agent for Microsoft Teams

Integration with Microsoft Outlook Calendar

Commitments created in the Schedule space of CXone Agent for Microsoft Teams will appear in Microsoft Outlook. The agent's Outlook calendar will update each time a commitment is created, edited, or deleted. Outlook will notify agents of upcoming commitments.

Customer Request

✓

UI Change

✖

Availability

On toggle

Additional Language Support

CXone Agent for Microsoft Teams will support two new languages: German and French.

Customer Request

✖

UI Change

✖

Availability

On toggle

Load Previous Digital Messages

Agents will be able to load older messages from the contact to see their past interactions with other agents. This applies to:

Chats
Email
SMS
Social messages
Social platform interactions
WhatsApp messages

Customer Request

✓

UI Change

✓

Availability

On toggle

Performance Report

Customer Request

✖

UI Change

✓

Availability

On toggle

Contact History Loading

Customer Request

✖

UI Change

✖

Availability

On toggle

Unified Design for Contact History, Queue, and Search

Customer Request

✖

UI Change

✓

Availability

On toggle

Agent for Salesforce

See the Agent for Salesforce release history for a list of previous versions.

WatchRTC SDK Integration

The WatchRTC SDK will be integrated with Agent for Salesforce. It provides an overview of WebRTC health for your organization. It will automatically collect application and user data for you to analyze. Integrated Softphone and Voice Quality Metrics must be enabled in your system before you can use it.

Customer Request

✓

UI Change

✖

Availability

On deploy

Agent for SCV

Real-Time Sentiment Analysis

In this release, Service Cloud Voice will support real-time sentiment analysis of call conversations. Agents and supervisors will be able to view turn-by-turn sentiment. They will also have access to call recordings from previous conversations.

This feature will allow supervisors to do the following:

Identify positive or negative experiences between agents and contacts.
Listen to recorded call segments.
Improve agent training based on the sentiment analysis.

This feature will only be available for Salesforce organizations in North America.

Customer Request

✓

UI Change

✖

Availability

On deploy

CXone Agent Integrated

Load Previous Digital Messages

Agents will be able to load older messages from the contact to see their past interactions with other agents. This applies to:

Chats
Email
SMS
Social messages
Social platform interactions
WhatsApp messages

Customer Request

✓

UI Change

✓

Availability

On toggle

Performance Report

Customer Request

✖

UI Change

✓

Availability

On toggle

Contact History Loading

Customer Request

✖

UI Change

✖

Availability

On toggle

CRM Workflow Errors in Studio Trace

To see this feature, clear your cache in Studio.

Customer Request

✖

UI Change

✖

Availability

On toggle

Unified Design for Contact History, Queue, and Search

Customer Request

✖

UI Change

✓

Availability

On toggle

Cloud TTS

Integrations Menu Item Renamed to Automation and AI

The Integrations menu item in Contact Center will be renamed to Automation and AI. This is where you can find Cloud TTS Service. It's located in the Others section of the menu that appears when you click the app selector.

Cloud TTS Menu Option Renamed

The menu option to launch Cloud TTS will be renamed to Cloud TTS Hub. Currently, this menu option is found in the Integrations section in Contact Center. In this release, it will be found in the Automation and AI section.

DEVone Integrations

Frontline Agent Client for Kustomer

You will be able to embed the Frontline Agent Client (FAC) into the Kustomer CRM. This will let agents handle conversations from one screen all within the CRM. FAC will be powered by Contact Center infrastructure and integrate with the functionality of Kustomer. For example, new interactions automatically create conversations in Kustomer.

Customer Request

✖

UI Change

✖

Availability

On toggle

API Signature Service

The API signature service is an API that will let you enhance your security with the following features:

Create JSON Web Tokens (JWT)
Support for RSA signatures
Support for RSA and AES encyption and decryption
Support for hash and HMAC hash
Using certificates for the above features

Customer Request

✖

UI Change

✖

Availability

On toggle

Feedback Management

These features will be available later in the release cycle, in January 2024.

Added Survey Substatuses

Two new substatuses will help you monitor IVR engagement. They will help you determine why contacts didn't take a survey they agreed to take while waiting in a call queue.

Skipped: No Warm Transfer to Survey: The agent failed to connect the contact to the survey. This substatus appears in the invitation charts and the Invitations and Responses page.

Customer Request

✓

UI Change

✓

Availability

On deploy

Not Sent: Hung Up in Queue: The contact hung up after agreeing to take the survey but before being connected with an agent. The Survey Invitation Detail chart will show the real-time count of contacts who meet the described criteria. Feedback Management won't report additional information about the contacts, and their contact records won't be available anywhere in Feedback Management. This feature will only be available for customers migrating from ECHO to Feedback Management.

Customer Request

✓

UI Change

✓

Availability

On deploy

Undo and Redo Buttons in Text Editors

In text editors throughout Feedback Management, undo and redo buttons will be available. These will allow you to undo your most recent action in the text editor and to redo an action you just undid.

This feature will not be available on the Web Intercept page.

Customer Request

✖

UI Change

✓

Availability

On deploy

CXone Guide

New and Returning Visitors Rule Condition

The New and Returning Visitors condition will be available when creating CXone Guide engagement rules. With this condition, you will be able to display proactive offers to visitors based on their visit history:

First time visitors: Display proactive offers that are specific to first-time visitors. For example, you may want to display a proactive offer that includes a welcome message for new visitors.
Returning visitors: Display proactive offers that are specific to returning visitors. You can specify how many times they visited within a certain time period. For example, you may want to display a proactive offer specifically for returning users who visited three or more times within the past 14 days.

Customer Request

✓

UI Change

✓

Availability

On toggle

Partner Applications

Tenant Management

CXone Supervisor: New License Option

In this release, a new license option called CXone Supervisor CSAT will be available for the CXone Supervisor license.

Organizations with the Enlighten AI CSAT package will have the CXone Supervisor CSAT license and will be able to access the Urgent Assist feature in the CXone Supervisor application.

For more details about this feature, select the CXone Supervisor filter on the top right.

Customer Request

✖

UI Change

✓

Availability

On toggle

Personal Connection

Add Templates and Variables to Proactive WhatsApp

Customer Request

✓

UI Change

✓

Availability

On toggle

Reporting and Dashboards

Improved Security for Direct Data Access

Currently, you log in to Direct Data Access using a username and password. In this release, Direct Data Access will support a new authentication method. You will be able to use an access key and a secret key for your login credentials. Eventually, you will only use these keys instead of a username and password. This will enhance security and help protect your information.

Customer Request

✖

UI Change

✖

Availability

On deploy

CXone Supervisor

Urgent Assist Alert

Supervisors will now be able to configure the Urgent Assist alert.

This alert will use the AI-based Urgent Assist model. This model is meticulously trained on cross-industry patterns and trends. The model helps to predict the precise moment to alert supervisors when they should step in and support their agents.

This alert will be available as a part of the Enlighten AI CSAT package with the CXone Supervisor CSAT license.

Customer Request

✖

UI Change

✓

Availability

On toggle

Agent Schedule

Supervisors will now be able to see their agents' daily schedules to know their current and upcoming activities for the day.

The daily schedule will help supervisors to make better re-skill decisions when balancing queue load.

To see the agent schedule, you will have to enable the permission: WFM > Scheduling > Schedule Manager > View.

This feature will be available to users with the CXone Workforce Management license.

Customer Request

✓

UI Change

✓

Availability

On toggle

Transcription

Integrations Menu Item Renamed to Automation and AI

Customer Request

✖

UI Change

✓

Availability

On deploy

All Transcription Options Available in Transcription Hub

A new hub will be added to the Automation and AI section of Contact Center. Transcription Hub will house all of the options for transcription supported in Contact Center. This will make it easier to manage transcription for all of your applications in Contact Center.

Customer Request

✖

UI Change

✓

Availability

On deploy

Cloud Transcription Service Renamed and Moved

CXone Cloud Transcription Service will be renamed to Turn-by-Turn Transcription. It will be moved under the new Transcription Hub menu option in the Automation and AI section in Contact Center. The new name reflects the way this transcription service is used in Contact Center.

Customer Request

✖

UI Change

✓

Availability

On deploy

Virtual Agent Hub

Integrations Menu Item Renamed to Automation and AI

Customer Request

✖

UI Change

✓

Availability

On deploy

Cumulative Update 4

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

ACD

When an agent using a work item skill that required a disposition transferred a work item to a skill that didn't require a disposition, the work item stayed with the original agent and wouldn't transfer.
When a user's name included Japanese characters, the ACD screen didn't display correctly.
When an agent script became stuck, calls wouldn't route to available agents.
In some systems, contacts became stuck and weren't routed to agents.

CXone Agent

When a DFO SMS case routed to an agent inbox, an error icon appeared.

Studio

When SNIPPET actions contained a RestProxy object that accessed urlencode, an error was returned. (ORC-29155)
Rarely, script traces would stop running after a GET_CUSTOM_FIELDS_CC_CONTACT action. The log showed a "null pointer" error.