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.
Release Date: Fall 2022

Coming Soon in Fall 2022 - User Hub

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

End-Of-Life Notifications

Removal of ACD Historical Rules

WFI will no longer use ACD Historical rules to automate actions. ACD Intraday will be the only rule type category. This means that rules will reflect real-time data instead of tracking events and metrics over a period of time.
Customer Request UI Change Availability On deploy

End of Data Ingest API

The Data Ingest API will no longer be available as an add-on feature for Interaction Analytics.
Customer Request UI Change Availability On deploy

New Applications

NEVA Discover

NEVA Discover is an artificial intelligence desktop analytics tool. This tool will provide a scientific approach to streamlining your daily processes. It will compile data for user input actions, such as mouse clicks or keyboard actions, and consider the context of those actions, such as the action type or which application is open. NEVA Discover will then analyze that data to provide a complete picture of user operations and identify inefficiencies and performance gaps. These inefficiencies may be repeated tasks, usage patterns, or blockages. With this data, you will be able to take steps to improve your operations—whether by streamlining execution, focusing on the quality of service, or upskilling employees.
Benefits of NEVA Discover:
  • Identify daily productivity gaps
  • Identify processes that can be automated
  • Produce enriched metadata for each monitored action
  • Provide highly detailed data and analysis of user actions
New features of NEVA Discover:
  • Process Analytics Page—View all current reports. Selecting a report will open the Process Analytics Report view.
  • Compare View—Select any subset of users per group and compare the productivity between the groups along different matrices to identify the productivity gaps.
  • Actions in Routines Drop-down—View the percentage of actions that belong to any of the routines in the report.
  • Copy Link—Share the report data through a link.
  • Export Data—Export the data into your own BI tool.
  • Drill down to Actions—Drill down to the actual user actions with flexible filtering.
Customer Request UI Change Availability On deploy

CXone Supervisor

CXone Supervisor is a powerful tool for the contact center supervisors.
Using this application, you will be able to manage and boost the overall performance of your teams. It will help you gain insights into agent states and contact queues. It will also measure your team's KPIs and track the ongoing activities of your agents. You will be able to view your agents' performance and assist them in real time.
Some key features will include:
  • Insights with detailed state breakdowns and focus indications.
  • Options to filter, sort, and search specific agents.
  • Perform real-time monitoring for voice and Digital First Omnichannel (DFO) interactions as well as view their screens.
  • Manage agent skills and proficiencies to balance the contact queues better.
  • View agent's sentiment score to provide more targeted assistance.
You must have the right permissions to use this application. For more information about the permissions, see the Admin section of this page.
With the Fall 2022 release, CXone Supervisor will become generally available. Previously it was in controlled release (CR) for a select number of customers.
The existing Supervisor application will continue to be available to allow you to explore and get acquainted with the new application.
Customer Request UI Change Availability On toggle

ACD

Outbound Skill Schedule Available in ACD Skill Bulk Download

When you click Download Existing Skills on the Manage Multiple Skills page, the Scheduler - StartTime and Scheduler - EndTime will display when your Personal Connection skills are scheduled to run. You will also be able to modify your Personal Connection skill schedules in the file and bulk upload your changes.
Customer Request UI Change Availability On deploy

Users Permission Renamed to ACD Users

Currently, the ACD users permission is named Users. With this update, the permission will be renamed to ACD Users. This will help differentiate user permissions between the ACD and Admin applications or, for example, between ACD users and employees.
Customer Request
UI Change Availability On deploy

Certain Non-Editable Fields Removed from ACD User Record

User settings are stored in two different places in Contact Center:
  • The employee record in the Admin application
  • The ACD user record in the ACD application
Currently, there are several settings on the ACD user record that you cannot edit. This is because you can only edit them on the employee record. To reduce confusion, these settings will be removed from the ACD user record.
Customer Request
UI Change Availability On deploy

ACD Channels

Contact Center Messaging SMS Regional Expansion

Contact Center Messaging SMS will be available in new regions.

Long codes are currently supported in Australia, Austria, Belgium, Brazil, Chile, Croatia, Czech Republic, Denmark, Finland, France, Germany, Hong Kong, Indonesia, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Malaysia, Mexico, Netherlands, Norway, Poland, Portugal, Romania, Russian Federation, Singapore, Slovakia, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, and the United Kingdom.
Short codes, long codes, and toll-free long codes are currently supported in Canada, New Zealand, and the United States.
Customer Request
UI Change Availability On deploy

Trunk Group Specification for Manual Outbound ACD Skills

You will be able to select which trunk group a manual outbound ACD skill should use to deliver its call traffic. This will enable you to make the calling number visible to improve answer rates.
Customer Request UI Change Availability On deploy

Admin

Added Ability to Create Views by Hierarchy

With the Fall 2022 release, you will be able to create views based on hierarchies. These views will allow you to restrict employee access to specific branches within a hierarchy. This update will make it easier to manage what employees can access.
Customer Request UI Change Availability On toggle

Modified Hierarchy Limits

Currently, you can only have 10 levels in a hierarchy. With this update, a limit of 4,000 nodes will replace the 10-level limit. This will allow you to create as many levels in your hierarchy as you need. Changing the limit from the number of levels to the number of nodes will give you more flexibility when building hierarchies.
Customer Request UI Change Availability On toggle

Redesign of Employee Profile

There will be several changes to the design and organization of the employee profile. All functionality will remain the same. This update will make accessing employee data easier.
Key Changes:
  • The current profile has seven tabs—General, Access Keys, Availability, Preferences, Secondary Roles, Visibility, and Change History. The new profile will only have five tabs—General, Security, Skills, Availability, and Preferences.
  • Attributes on the General tab will change from checkboxes to a single drop-down.
  • The new Security tab will incorporate the Access Key, Secondary Roles, and Visibility tabs.
  • Multi-factor authentication (MFA) settings will move from the General tab to the Security tab. MFA details will only be visible at the time of creation or reset. This update will prevent users with the employee view permission from viewing other employees' MFA details.
  • Skill assignment will move from the General tab to the new Skills tab.
Customer Request UI Change Availability On toggle

Security Settings Drop-Down Added to Left Menu

The left menu will be reorganized to group security features under a new Security Settings drop-down. This update will make it easier for you to find the security settings you need.
The following features will be grouped under Security Settings:
  • Roles & Permissions
  • Login Authenticator
  • Views
  • Life Cycle Management
  • Long-term File Retrieval
  • Storage Settings
  • File Activity
  • Business Data
  • Recording Policies
Customer Request UI Change Availability On deploy

Views for Interaction Data in Contact Center Messaging

You will be able to use views to restrict the data users can see from digital interactions. Any existing assignments will be applied to digital data. Users with no views assigned have no restrictions.
Customer Request
UI Change Availability On toggle

New Integrated Softphone Role Permission for MAX

The Disable Integrated Softphone Settings permission will allow you to disable:
  • Echo Cancellation
  • Noise Cancellation
This permission is described in more detail in the MAX section of this page.
Customer Request UI Change Availability On deploy

New Permissions to Remove Access to Address Book in MAX

These new role permissions will allow you to restrict user access to MAX Address Book elements:
  • Hide Address Book Tab
  • Hide Address Book Main
These permissions are described in more detail in the MAX section of this page.
Customer Request UI Change Availability On deploy

View by Evaluation

With the Evaluation view, you will be able to define the roles or users that can have access to the evaluation records of specific teams selected by you.
Customer Request
UI Change Availability On toggle

New BI Reports

With the Fall 2022 release, the following new BI reports will be added:
  • Calibration Report (QM)
  • Evaluation Question and Answer Analysis Report (QM)
  • Intraday Report (WFM)
  • BI Access Report (Admin)
To use these reports, you will have to enable the following report permissions on Admin > Security > Roles and Permissions > Permissions:
  • All reports—Reporting > General BI Permissions > Report Viewer
  • BI Access report—Reporting > BI Reports > BI Access Report
  • Calibration report—Reporting > BI Reports > Calibration
  • Evaluation Question and Answer Analysis report—Reporting > BI Reports > Evaluation Question and Answer Analysis
  • Intraday report—Reporting > BI Reports > Intraday Report
  • Recording API Usage report—Reporting > BI Reports > Recording API Usage Report
Customer Request UI Change Availability On toggle

New Permissions for CXone Supervisor

With the Fall 2022 release, CXone Supervisor will be generally available. To use this app, you will have to enable the permissions listed under Supervisor in Admin > Security > Roles and Permissions > Permissions. This app is described in more detail in the New Applications section of this page.
Customer Request UI Change Availability On toggle

Ability to Modify Views in Employee Bulk Upload

You will be able to download existing employees to see and update their assigned views. This will enable you to make changes to views for multiple employees quickly.
Customer Request UI Change Availability On deploy

Agent for Salesforce

See the Agent for Salesforce release history for a list of previous versions.
The following features are included in version 22.0 and are expected to be released in October 2022.

Customer Data Sent on Transfer

Currently, screen pops with customer information only appear to the agents who initially answer calls. With version 22.0, these screen pops will also appear to the agents the calls are transferred to.
Customer Request UI Change Availability On deploy

List of Future Commitments

Commitment Manager in Fully Integrated Lightning Agent for Salesforce will not only display commitments scheduled for the present time, but also any future commitments.
Customer Request UI Change Availability On deploy

Load Digital History in Agent for Salesforce

Currently, launching Load History for digital interactions in Agent for Salesforce opens a window in MAX. With this release, it will open as a window within Agent for Salesforce.
Customer Request UI Change Availability On deploy

Elevate Calls to CXone Messaging

You will be able to seamlessly transition a contact from a voice to a digital interaction, such as DFO chat, or email.
Customer Request UI Change Availability On deploy

DFO Quick Replies

Fully Integrated Lightning Agent for Salesforce will include quick replies for digital interactions. These quick replies will be the same ones configured in ACD > DFO > Quick Replies.
Customer Request UI Change Availability On deploy

Real-Time Interaction Guidance Available for Agent for Salesforce

Real-Time Interaction Guidance will be available for use with Agent for Salesforce Lightning agent.
Customer Request UI Change Availability On deploy

API

Digital Engagement API Updates

The Digital Engagement API will receive several updates, including new endpoints. These endpoints will expand existing capabilities like the ability to merge two interactions into one. A full list of updates will be added with the Fall 2022 release. The API reference information on the developer portal will also be updated.
Customer Request UI Change Availability On deploy

Cloud Storage Services

Disposition-Based Time to Live (TTL)

You will be able to manage the lifecycle of interactions in your environment based on the dispositions that agents assign to them. This will enable you to store interactions for more or less time depending on how they went. You will manage the disposition-based lifecycle rules of your interactions in your cloud storage settings.
As part of this new lifecycle definition method, you will be able to correct the disposition associated with an interaction. When you do this, the lifecycle rules associated with the new disposition will apply to the interaction. This will help you maintain control over the storage of your interactions that don't perfectly match certain criteria.
You will need to contact your RingCentral Contact Center Account Representative or Support to obtain a license and enable this feature.
Customer Request UI Change Availability On toggle

Prioritized Hold and Release on Interactions

You will be able to place holds on interactions in active and long-term storage. The held interactions will be safe from automatic or manual deletion. While an interaction is held, any lifecycle rules that have not yet run for the interaction will not execute. Users will still be able to retrieve the files while they are on hold. To request a hold or release an existing hold, you will be able to search for interactions based on a date range and Contact ID as the primary criteria, or you will be able to do an advanced search using team, agent, skill, and DNIS. The maximum Contact IDs per hold request will be 500. The user creating the request will be required to include a request name and a reason for creating the hold. All interaction hold and release activities will be tracked in the Contact Center system.
You will not be able to put a litigation hold on a interaction stored in an SEA bucket.
Customer Request UI Change Availability On toggle

CXone Attendant

Audit History Tab in CXone Attendant Application Window

The Audit History tab will appear within the CXone Attendant application window (from the app selector, click CXone Attendant). You'll find this on the right side of the Impersonate Agent tab. The new tab will only display activity that occurs within the CXone Attendant application window and not activity that takes place in the following locations:
  • Business unit record's CXone Attendant tab
  • ACD user record's CXone Attendant tab
Customer Request UI Change Availability On deploy

New Permission for Impersonation

The Impersonate permission will control access to impersonation in CXone Attendant. Currently, access to impersonation is controlled by a more complex set of multiple permissions. With this permission, you will be able to grant and remove access more easily, as well as see who has it.
This feature will remove all current access users have to impersonation in CXone Attendant. Users who currently have access to impersonation will need to be given the new Impersonate permission to retain it.
Customer Request UI Change Availability On deploy

DB Connector

Available Options for Logging in to DB Connector Updated

As of the Summer 2022 release, DB Connector supports Global Authentication, which means the Standard login option is no longer supported. In the Fall 2022 release, it will be removed from the DB Connector login window.
Customer Request UI Change Availability On deploy

Digital First Omnichannel

Digital Engagement API Updates

The Digital Engagement API will receive several updates, including new endpoints. These endpoints will expand existing capabilities like the ability to merge two interactions into one. A full list of updates will be added with the Fall 2022 release. The API reference information on the developer portal will also be updated.
Customer Request UI Change Availability On deploy

Feedback Management with DFO

Agents will be able to send a static link that allows contacts to take a survey through Feedback Management. This will be available for all digital channels. This update is described in more detail under the Feedback Management section of this page.
Customer Request UI Change Availability On deploy

Reporting Enhancements

These updates are described in more detail under the Reporting section of this page.
  • Agent Contact Performance Report Enhancements—ACD and DFO metrics will appear on the same list to show an omnichannel reporting integration. This report will also include new metrics for Average Handle Time, Average Active Time, and Average Inactive Time.
  • New Reports:
    • Campaign Summary—This new report will display performance details for ACD and DFO campaigns.
    • Agent Contact History—This new report will display all agent contacts from ACD, DFO, and RTIG.
Customer Request UI Change Availability On toggle

CXone Supervisor with DFO

Supervisors will be able to monitor, coach, join, and take over an agent's digital interaction in real time. These updates are described in more detail in the New Applications section of this page.
CXone Supervisor was previously in controlled release (CR) for a select number of customers but will be offered as generally available beginning with the Fall 2022 release.
Customer Request UI Change Availability On deploy

Views to Restrict Visible Data

When a user performs a search or looks at a customer card, DFO will only show data that user is allowed to see based on any views they are assigned to. Any existing assignments will be applied to digital data. Users with no views assigned have no restrictions.
Customer Request UI Change Availability On toggle

Delete an Email Channel

You will be able to delete an email channel from the Points of Contact Digital page.
Customer Request UI Change Availability On deploy

Toggle for Text Direction in Email Channels

Agents will be able to change the direction of text in emails to support right-to-left script. This functionality will be available upon request; contact your RingCentral Contact Center Account Representative or Support to turn it on.
Customer Request
UI Change
Availability On toggle

Expanded Quick Replies Support

Quick replies will be supported for use in APIs and with bots in WhatsApp and Apple Messages for Business channels. Quick replies sent through these channels will be delivered with rich formatting included.
Customer Request UI Change Availability On deploy

Link Preview Generation for Apple Messages for Business

Links sent in Apple Messages for Business will automatically display a preview for the attached link including a title, image, and shortened version of the URL. If the message includes more than one link, then the link preview will not appear for any of the links. If the message includes text and a link, any text will be sent as a separate message from the link preview. You will be able to configure a default image that will display if an image for the relevant page is not available. This feature will be compatible with new and existing templates.
Customer Request
UI Change
Availability On toggle

Authentication Message (oAuth) Enhancement for Apple Messages for Business

You will be able to configure all OAuth parameters in your settings for each of your Apple Messages for Business channels. OAuth protocol is already supported for sharing authentication information, but you will now be able to see and manage the authentication settings yourself.
Customer Request
UI Change
Availability On toggle

Default Translations for Chat

The labels in the DFO chat window will automatically display in the same language as the contact's browser language setting. You will be able to add your own language variants and set a fallback language.
Customer Request
UI Change
Availability On toggle

DFO Chat Web Software Development Kit (SDK)

You will be able to create your own Contact Center digital chat application for your website, or add DFO chat functionality to your website application. SDKs make it easier for your developers to build apps on an existing platform. Chat apps built with this SDK will use Contact Center digital infrastructure, and your developers will build the user interface. This will allow you to the look and feel of chat for your customers while using DFO infrastructure behind the scenes. The JavaScript-based SDK will support both live chat and chat messaging. It also avoids certain technical limitations that websites may have. For example, some sites do not allow external code, which could prevent the native DFO chat from running on your site.
Customer Request
UI Change
Availability On toggle

End Chat While in Queue

In the chat menu, contacts will see the option to end a chat session while they are still in the queue waiting to be routed to an agent.
Customer Request UI Change Availability On deploy

JavaScript API Command: Hide Queue Counter

A JavaScript API customization will allow you to hide the queue counter after a contact has been successfully routed to an agent. Agents will be able to easily move between contacts on live chat without contacts noticing.
Customer Request UI Change Availability On deploy

JavaScript API for DFO Guide

You will be able to customize more aspects of how DFO Guide looks on your website. This will include the ability to add custom CSS, adjust button size, and adjust the offset of buttons on the page.
Customer Request UI Change Availability On deploy

Pre-Contact Survey Form

You will be able to select Pre-contact Survey as the form Type when creating a form. You will also be able to create multiple pre-contact surveys and assign them to specific channels as well as further customize the organization and style of forms.
Customer Request
UI Change
Availability On toggle

Workflow Automation (WFA) Job: Mark Contact as Abandoned

You will be able to specify conditions that should be met to mark a contact as abandoned. You will be able to use this with the inactivity pop-up job.
Customer Request
UI Change
Availability On toggle

Feedback Management

These features are part of Feedback Management R40, which begins deployment on November 18, 2022.

Survey Response Limits by Customer Segment

Currently, you can set an overall limit for survey responses. This helps you better control survey costs. With this release, you will have a more granular option: ability to limit the number of survey responses based on any contact field. When the total allocated limit for the selected field is met each day, the system ensures no further responses are collected for that field by:
  • Displaying a message that the survey is no longer available to new respondents. Respondents with a partial response can still complete their survey.
  • Stopping further contacts from being loaded for the survey.
  • Sending no more survey invitations for that day.
While responses will no longer be collected for surveys based on that field, surveys will continue to be sent for other fields until the overall limit is reached. For example, if you set a field-based limit on city, and reach the limit for New York, surveys will continue to be sent for contacts in other cities.
Both complete and partial responses will be counted to determine when the limit is reached. In addition, you will be able to configure Feedback Management to send notifications to specified users as the limit is approached. This will let staff take appropriate action, such as limiting remaining invitations to key customers. You can disable this feature at any time.
Currently, you can set an overall limit for survey responses. This helps you better control survey costs. With this release, you will have a more granular option: ability to limit the number of survey responses based on any contact field. When the total allocated limit for the selected field is met each day, the system ensures no further responses are collected for that field by:
Anthony Dewhurst is a customer success manager for Classics, Inc. He has paid for 3,000 responses per month, but wants to make sure he sees responses for each of his 10 agents.
 
Anthony sets a limit on survey responses based on the agent field. This ensures that each agent is allocated 10 responses per day, even though some agents take more calls than others. Anthony is now better equipped to know how each agent is performing throughout the month.
Customer Request UI Change Availability On deploy

Web Pop-Up Improvements

Adding a survey to an HTML page or application will be simplified and streamlined to make it easier to do. Both web pop-ups and slider 2-question surveys will be configured on the new Web Intercept page. This page will be available for new, modern theme surveys. Existing surveys will not be affected. At the same time, additional options will be added to make these surveys better meet customer needs.
For introductory text, enhancements will let you:
  • Choose whether to hide or show the text.
  • Format the text.
  • Translate text for multi-lingual web intercepts.
  • Choose whether to hide or show a logo. If a survey logo is enabled, it will be shown by default.
  • Separate buttons for taking the survey or cancelling.
  • Choose the display location for the pop-up within the HTML page.
  • Choose whether pop-ups should slide in or simply appear.
  • Choose whether the surveys displayed on a desktop should use 30% or 80% of the screen. Tablet and phone displays are always full screen.
  • Allow for continued interaction on the HTML page.
For the surveys themselves, enhancements will let you:
  • Choose whether to show one, two, or all survey questions.
  • Use modern survey design for all questions. This is not currently available for 2-question slider surveys.
Customer Request UI Change Availability On deploy

Scorecards for Single Select Questions

You will be able to add scorecards based on single select questions in a survey. These scorecards will allow you to quickly see the percentage of respondents who chose one response, and thus calculate the percentage of respondents who chose the other. The default name for each scorecard is Percentage: Question Label - First Option Name. You will be able to choose the question and response option. You will also be able to configure the colors for the scorecard.
Anthony wants to quickly and easily see how many support issues are resolved on the first call. He creates a percentage scorecard for the question, "Was your issue resolved on the first call?" and configures it to show the percentage of "Yes" answers. This gives him a quick visual he can share with his management team.
Customer Request UI Change Availability On deploy

Speech-to-Text Technology Upgrade

Feedback Management will be upgrading the Nexidia speech-to-text technology used for IVR survey comments. You will see improved accuracy when these comments are converted to text. This update affects only English comments.
Customer Request UI Change Availability On deploy

Survey Integration Support for Digital First Omnichannel - Available Now!

Customers who have both Feedback Management and Digital First Omnichannel can offer Feedback Management surveys for all their digital channels. This includes social and messaging channels as well as chat, SMS, and email interactions routed through the digital inbox. When you can provide your customers with a link to provide feedback using the same channel in which the interaction occurred, it increases both response rates and feedback accuracy.
You can take advantage of using Feedback Management surveys and still use any Digital First Omnichannel basic surveys you've already created. The two methods can work side-by-side.
Customer Request UI Change Availability On deploy

Interaction Analytics

Search

A new Search page will allow you to search for keywords, phrases, and other search criteria. You will also be able to apply filters to your search across all of your data. You will be able to see resulting interaction matches across all data without the restrictions of datasets or categories. The new page will also include the Interactions widget, displaying the resulting interaction matches, and a graph that illustrates trending data.
Customer Request UI Change Availability On deploy

Support for French and German

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

Improvement to Australian English Transcripts

A new transformer technology will be used to improve the accuracy of transcripts for Australian English.
Customer Request UI Change Availability On deploy

Removal of Sampling

Currently, auto-sampling occurs when a dataset reaches 350,000 interactions. With the Fall 2022 release, auto-sampling will be removed and the sample slider will be removed from the user interface. This update will allow larger datasets to be unaffected by limitations.
Customer Request UI Change Availability On deploy

Enlighten Behavioral Metrics

Currently, these metrics are labeled as Behavioral Metrics in the Interaction Analytics user interface. With this release, those labels will be changed to Customer Satisfaction. Additional sets of behavioral metrics will be added in the future, and this change will make it easy to see which set of metrics you're using.
Customer Request UI Change Availability On deploy

Analytics Metrics Statistics and Category Statistics Reports: Drill to Interactions

These existing reports will now allow you to drill to interactions that match specific data points. The new functionality will you to relate interactions to statistics faster and more easily.
Customer Request UI Change Availability On toggle

AutoDiscovery: Export AutoDiscovery Results

You will now be able to export data from AutoDiscovery to a CSV file. The exported CSV file will display the relevant list of topics and phrases as well as correlating Volume, Duration, Anomaly, Silence, Cross-talk, Customer %, Sentiment, and Negative % for each topic or phrase.
Customer Request UI Change Availability On deploy

Category Rules: Matching with Word Variations

Matching with variations for category rules currently only matches terms that are entered as the root form of the word. Interaction Analytics will now provide exact matches and matches with variations when you enter any form of the word. For example, the word "helped" would match with the words "helps", "helping", "help", and "helper" in addition to "helped". This update will help you avoid entering multiple keywords to receive similar results. You will be able to more easily find and analyze the data you are looking for.
Customer Request UI Change Availability On deploy

Workspace UI Update

Currently "My Workspace" appears at the top of a workspace when you select a dataset to view. In the Fall 2022 release, the specific name of the workspace you are currently viewing will display there instead.
Customer Request UI Change Availability On deploy

MAX

Permission to Turn Off Echo Cancellation and Noise Cancellation

There will be a role permission called Disable Integrated Softphone Settings. It will allow you to disable:
  • Echo Cancellation
  • Noise Cancellation
This will be helpful if those features are causing audio issues for a group of agents.
Customer Request UI Change Availability On deploy

Phone # Timeout Name Change

The Phone # Timeout/Agent Voice Timeout business unit setting will be renamed as Agent Phone # Timeout. Additionally, a few known issues with the setting will be resolved.
Customer Request UI Change Availability On deploy

Permissions to Remove Access to Address Book Elements

You will be able to restrict user access to customer and agent contact information with these new role permissions:
  • Hide Address Book Tab
  • Hide Address Book Main
Customer Request UI Change Availability On deploy

Manual Fax Override in MAX

You will be able to make a manual fax override button available for Personal Connection calls in MAX. For more information, see the Personal Connection section of this page.
Customer Request
UI Change
Availability On deploy

My Zone

Recent Interactions in My Zone

In My Zone, you will be able to view recent interactions for the last 7 days and last 30 days. The default view for recent interactions will still be for the last 24 hours.
Customer Request UI Change Availability On toggle

Personal Connection

Cluster and Business Unit Safeguards

Safeguards will be added to certain Personal Connection settings. These new limits will reduce events and outages that impact your contact center.
The safeguards will include:
  • A maximum of 500,000 total records (calling records and DNC records) can be uploaded in a single batch.
  • The system can keep a maximum of 1,000,000 total records (calling records and DNC records) in the active inventory.
  • The business unit can purge records nightly.
Customer Request
UI Change
Availability On deploy

OnPreview Studio Action

OnPreview provides a trigger event for the scripted handling of preview contacts with full Studio support. This will enable you to guide and support your agents as they begin a preview dialing contact. For more information, see the Studio section of this page.
Customer Request
UI Change
Availability On deploy

Outbound Skill Schedule Available in ACD Skill Bulk Download

When you click Download Existing Skills on the Manage Multiple Skills page, the Scheduler - StartTime and Scheduler - EndTime will display when your Personal Connection skills are scheduled to run. You will also be able to modify your Personal Connection skill schedules in the file and bulk upload your changes. This will enable you to manage your dialing schedules more quickly and easily.
Customer Request
UI Change
Availability On deploy

Changes to Abandonment Calculation

Abandonment rates will no longer include agent-initiated dispositions for answering machines. The new calculation will be the total number of active calls divided by the total number of live calls. Live calls will be the total number of handled calls minus the number of agent-identified answering machine calls. Agent-identified answering machine calls include those marked as answering machines using dispositions or the manual override button, if enabled. This change is in compliance with established FTC abandonment rates.
Customer Request
UI Change
Availability On deploy

Manual Fax Override in MAX

A manual fax override button will be available for you to enable in MAX. This will help agents quickly dismiss a call they identify as a fax machine and allow them to move on to the next call faster. To enable the button, you will set Call Progress Analysis to Classify or Classify with Answering Machine Detection in the CPA Management parameters page.
Customer Request
UI Change
Availability On deploy

Improved Voicemail Laydown Accuracy

The Contact Center system will be able to deliver a voicemail when it reaches a voice mailbox with greater than 85% success. It will apply a disposition to indicate whether the voicemail was left successfully. This update will increase the number of successfully completed agentless interactions.
Customer Request
UI Change
Availability On toggle

Ability to Modify Agentless Ports Allowed on Running Skill

Currently, you can change the maximum number of ports to be allocated to an agentless skill as long as the skill isn't running. Soon, you will be able to modify the maximum port allocation for the skill while it's running. This will help you avoid dialer disruptions as you make adjustments to your settings.
Customer Request
UI Change
Availability On deploy

Viewable and Modifiable Proactive XS Settings in Skill Management

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

Quality Management

View by Evaluation

This feature uses role-based access control (RBAC) for user visibility as defined with Views.
In the Evaluation view, you will be able to see only the evaluation of the teams that have been defined for you.
For on-the-fly evaluations from Interactions
  • Only the evaluators of the teams defined for you in the Evaluation view will be visible.
  • This list of evaluators will be narrowed down based on:
    • Whether the evaluator has visibility of the team associated with the interaction AND
    • If that team is defined in their Evaluation view.
Performance Monitoring
  • When reviewing, only the teams defined for you in the Evaluation view will be visible.
  • This list of evaluators will be narrowed down based on:
    • Whether the evaluator has visibility of the team associated with the user or employee AND
    • If that team is defined in their Evaluation view.
  • For on-the-fly employee evaluations, you will have to select the agent before you select the evaluator.
Customer Request
UI Change
Availability On toggle

Calibrations

A calibration will allow up to 100 evaluators to participate. Currently, the limit is up to 10.
Customer Request
UI Change
Availability On toggle

BI Reports

  • Calibration Report—This report will allow supervisors to view the calibration variance of their team. This will help supervisors to plan coaching programs to improve team's performance. To use this report, you will have to enable the Calibration permission. In Contact Center, go to Admin > Security > Roles and Permissions > Permissions, the permission will be under Reporting > BI Reports.
Customer Request
UI Change
Availability On toggle

QM BI Report Enhancements

  • Agent Behavior Insights Report—This report will now include legends and labels for the agent summary and interactions.
Customer Request
UI Change
Availability On toggle
  • Evaluation Question and Answer Details Report—This report will now have two new columns—Team Name and Evaluator Name.
Customer Request
UI Change
Availability On toggle

AppLink

With this feature, supervisors and evaluators will be able to evaluate the interactions recorded on NICE Engage.
Customer Request
UI Change
Availability On toggle

Real-Time Interaction Guidance

Real-Time Interaction Guidance Available for Agent for Salesforce

Real-Time Interaction Guidance will be available for use with Agent for Salesforce Lightning agent. This will expand the number of agents who can benefit from this agent assist option.
Customer Request
UI Change
Availability On deploy

View Agent Real-Time Interaction Guidance Scores in CXone Supervisor

Supervisors will be able to view their agents' Real-Time Interaction Guidance scores in real time using CXone Supervisor. Supervisors will be able to see the scores for individual behaviors for each agent. This will give supervisors the chance to identify agents who might need some assistance with a contact in real time.
Customer Request
UI Change
Availability On deploy

Real-Time Interaction Guidance Score Available in Agent Contact History Report 

You will be able to view Real-Time Interaction Guidance scores in the Agent Contact History report. This new report will include the Last Sentiment field, which will display the last score for overall sentiment for the contact. For more information about this report, see the Reporting section of this page.
Customer Request
UI Change
Availability On deploy

CXone Recording

New Field in Interaction Metadata: Agent Contact Number

A new Agent Contact Number field will be available for data extraction. This will allow users to easily merge the outputs from the ACD Contacts API with the Data Extract API outputs to extract metadata.
You will need version 5 of the Interaction Metadata API to get the Agent Contact Number field.
Customer Request UI Change
Availability On toggle

ScreenAgent Enhancements

These ScreenAgent enhancements will increase the flexibility of screen recording.
  • ScreenAgent will support the User Access Control (UAC) pop-up and will continue to record after the UAC pop-up is accepted or rejected.
  • You will be able to:
    • Configure the frame per second recording rate for each Windows machine. This will help optimize your computer resources (RAM, CPU, and bandwidth).
    • Configure the resolution of the recording screen for each Windows machine.
    • Upload ScreenAgent logs to the cloud. This will improve collection of logs and enable direct access to ScreenAgent logs for Support and Services teams.
Customer Request UI Change
Availability On toggle

Interactions Application Enhancements

  • In the Interactions application, you will be able to view the media state of each segment in the Interactions results. New icons will indicate when voice and screen recordings have been permanently deleted, moved to long-term storage, or moved to Secure External Access (SEA).
  • Access to QM data and actions for segments in the Interactions results will be allowed according to users' Evaluation view definitions. Users will continue to view segments in the Interactions results according to their Interactions view definitions.
Customer Request UI Change Availability On toggle

Recording API Usage Report

Player Enhancements

  • New keyboard shortcuts for Player actions will allow you to navigate through a recording quickly and easily.
  • Settings for the Player Interaction details pane will automatically be saved for the session. This will enable seamless viewing of interactions.
Customer Request UI Change
Availability On toggle

Recording API Usage Report

This new CXone Recording report will allow administrators to view the number of recordings downloaded per month. This will help them determine the monthly API usage.
To use this report, you will need to enable the Recording API Usage Report permission. In Contact Center, go to Admin > Security > Roles and Permissions > Permissions, the permission will be under Reporting > BI Reports.
Customer Request
UI Change Availability On toggle

ScreenAgent Updates

From January 1, 2023, any ScreenAgent version lower than 2.1.40 will not work and will not enable screen recording.
You must upgrade all users to ScreenAgent version 2.1.40 or higher before January 1, 2023, and then contact your RingCentral Contact Center Account Representative or Support to enable the new screen recording functionality. 
Note that version 2.1.4 is an earlier unsupported version. It is not the same as version 2.1.40.
Customer Request
UI Change Availability On toggle

Reporting and Dashboards

Business Intelligence (BI) Reports

Renaming Digital Agent Message Statistics Report

The Digital Agent Message Statistics report will be called Digital Messages. It will include new metrics in the summary and detailed grid views.
Customer Request
UI Change Availability On toggle

Agent Contact History Report

There will be a new ACD BI Report that will display all agent contacts. This report will include data from ACD and Digital First Omnichannel. If you use Real-Time Interaction Guidance, the report will also include the Last Sentiment field, which will display the last score for overall sentiment for the contact.
Customer Request UI Change
Availability On toggle

Enhancements to the Agent Contact Performance Report

  • The Agent Contact Time field in the Agent Contact Performance report will now be named Agent Contact Duration.
  • The report will include new metrics for Average Handle Time, Average Active Time, and Average Inactive Time.
  • The report will track contacts that last longer than 24 hours. Currently, the report only shows up to 24 hours.
  • ACD and Digital First Omnichannel metrics will appear on the same list to show an omnichannel reporting integration.
Customer Request UI Change
Availability On toggle

New CXone Billing BI Report

The new CXone Billing BI report will allow you to see more detailed information than the current Billing report. It will display:
  • Total count of Real-Time Interaction Guidance users by day.
  • List of individual Real-Time Interaction Guidance users by day.
  • Active and long-term storage usage.
  • Daily usage in gigabytes, divided into categories.
Customer Request
UI Change Availability On toggle

New CXone Billing BI Report

New Abandons by Skill BI Report

For each skill, this new report will show:
  • Total count of Real-Time Interaction Guidance users by day.
  • List of individual Real-Time Interaction Guidance users by day.
  • Active and long-term storage usage.
  • Daily usage in gigabytes, divided into categories.
Customer Request
UI Change Availability On toggle

New Campaign Summary BI Report

This new report will display performance details for campaigns.
Customer Request
UI Change Availability On toggle

New BI Reports

  • Calibration Report—This new QM report will allow supervisors to view the calibration variance of their team. This will help them to plan coaching programs to improve the team's performance. To use this report, you will have to enable the Calibration permission. In Contact Center, go to Admin > Security > Roles and Permissions > Permissions, the permission will be under Reporting > BI Reports.
Customer Request
UI Change Availability On toggle
  • Evaluation Question and Answer Analysis Report—This new QM report will allow supervisors to view the questions answered and the number of answers by answer type. It will help to assess if the important questions impact the overall quality score as intended. To use this report, you will have to enable the Evaluation Question and Answer Analysis permission. In Contact Center, go to Admin > Security > Roles and Permissions > Permissions, the permission will be under Reporting > BI Reports.
Customer Request
UI Change Availability On toggle
  • Intraday Report—This new WFM report will display weekly forecasted data by skills for the selected week. This report will help managers to compare the actual data with the forecasted data, and spot areas where they will need to plan better. To use this report, you will have to enable the Intraday Report permission. In Contact Center, go to Admin > Security > Roles and Permissions > Permissions, the permission will be under Reporting > BI Reports.
Customer Request
UI Change Availability On toggle
  • Recording API Usage Report—This new CXone Recording report will allow administrators to view the number of recordings downloaded per month. This will help them determine the monthly API usage. To use this report, you will have to enable the Recording API Usage Report permission. In Contact Center, go to Admin > Security > Roles and Permissions > Permissions, the permission will be under Reporting > BI Reports.
Customer Request
UI Change Availability On toggle
  • BI Access Report—This new report will allow administrators to view the list of users with the Can View BI Access attribute. This will help them manage the BI Reporting licenses for the organization. To use this report, you will have to enable the BI Access Report permission. In Contact Center, go to Admin > Security > Roles and Permissions > Permissions, the permission will be under Reporting > BI Reports.
Customer Request
UI Change Availability On toggle

Interaction Analytics BI Report Enhancements

  • Analytics Category Statistics Report—You will now be able to drill down to view an agent's interactions. This agent view will provide details such as types of interactions, interaction duration, sentiments, frustration, and interaction status. This report will also have a new column—Total Interactions %.
Customer Request
UI Change Availability On toggle
  • Analytics Metric Statistics Report— You will now be able to drill down to view an agent's interactions. This agent view will provide details such as types of interactions, interaction duration, sentiments, frustration, and interaction status.
Customer Request
UI Change Availability On toggle

Quality Management BI Report Enhancements

  • Agent Behavior Insights Report—This report will now include legends and labels for the agent summary and interactions.
Customer Request
UI Change Availability On toggle
  • Evaluation Question and Answer Details Report—This report will now have two new columns—Team Name and Evaluator Name.
Customer Request
UI Change Availability On toggle

WFM BI Report Enhancement

The Adherence report will now include conformance metrics. This will help WFM managers to evaluate the productivity of employees for a given interval—day, week, or month.
You will also be able to drill down to the agent's view to see conformance details. It includes the actual amount of time an agent spent in different scheduled activities.
Customer Request
UI Change Availability On toggle

Business Intelligence (BI) Reports

Data Download Reports

Report Multi-Runs

You will be able to configure your tenant to allow only one user to run one unique Data Download template ID at a time. Running multiple reports at a time slows down the system. This configuration will allow your Data Download reports to run faster. You will need to contact your RingCentral Contact Center Account Representative or Support to configure this for you.
Customer Request
UI Change
Availability On deploy

Prebuilt Reports

Advanced Caller ID Support in Reporting

The MAX and dialer Abandon Rate Compliance report and Outbound Call Answer Rate report will show the impact of Advanced Caller ID in your environment. For more information, see the Voice Access section of this page.
Customer Request
UI Change Availability On deploy

Studio

Updated Options for Logging in to Studio

As of the Summer 2022 release, Studio supports Global Authentication, which means the Standard login option is no longer supported. In Fall 2022, it will be removed from the Studio login window.
Customer Request
UI Change Availability On deploy

Improved Object Handling in Script Validation

Script validation will be modified to improve object dependency handling. This change will address errors that occur when saving scripts.
Customer Request
UI Change
Availability On deploy

REST_API Action Returns Additional Information

Currently, the return for a REST_API action includes only the body when you try to validate or debug a script. With this release, the return will include both the body and the header, making such troubleshooting easier.
Customer Request
UI Change
Availability On deploy

REST_API Bulkhead Limit for Individual Tenants

Currently, the limit for a REST_API action is 100 requests per second. This limit applies to all Contact Center customers. When requests exceed this limit, the extra requests enter a processing queue. Once requests drop below the limit, queued requests are processed. With this release, you will be able request an individual increase to this limit through your RingCentral Contact Center Account Representative. Special approvals will be required. Once approved, the limit will be raised for your individual tenant. Requests over the new limit will still be queued as described previously.
Customer Request
UI Change
Availability On deploy

Enhancements to GETQUEUE and COUNTAGENTS Actions

Bullseye routing allows you to include routing decisions based on agent proficiency in your scripts. The HighProficiency and LowProficiency properties associated with bullseye routing will be available for the GETQUEUE action and the COUNTAGENT action. This adds another dimension to skill-based routing and further improves your ability to get your contacts to the right agent at the right time.
Customer Request
UI Change
Availability On deploy

New Action: OnPreview

The OnPreview action will provide a trigger event for the scripted handling of preview contacts with full Studio support. This is useful for outbound Personal Connection interactions when you want to deliver contacts to the agent before initiating the contact. Currently, to provide this agent experience, you're limited to using a single Page action. The OnPreview action will allow you to provide more information to the agent.
Customer Request
UI Change
Availability On deploy

Virtual Agent Hub

Google Dialogflow Renamed in Virtual Agent Hub

Throughout Virtual Agent Hub, labels and options will be renamed to clarify the difference between Google Dialogflow ES and Google Dialogflow CX. This change will make it easier to determine which option you need when adding and configuring bots.
Customer Request
UI Change Availability On deploy

Set Parameters in Google Dialogflow CX Virtual Agent Bots

You will be able to set parameters in Google Dialogflow CX virtual agent bots. This will allow you to customize the bot's response and pass information through to the agent.
Customer Request UI Change Availability On deploy

Voice Access

Advanced Caller ID Enhancements

Voice will receive the following enhancements:
  • Support across Brazil, Mexico, Spain, and the United States.
  • Automated billing per call and varied messages per call.
  • Call identification with a visible sign.
  • Support for rich content in apps, including a logo and reason for calling.
  • Brand protection from scammers.
  • Names included in call log to increase callbacks and conversions.
  • Coverage for more than 100 million US mobile devices, including iOS, Android, and wearable devices.
  • Name display for at least 95% of calls.
Customer Request
UI Change Availability On deploy

Google Verified Caller ID Support

Your caller ID will be verified through Google Verified Caller ID when your agents place an outbound call to a contact. This will enable you to have your agent details to be updated by Google.
Customer Request
UI Change Availability On deploy

Business Calls API Support for Advanced Caller ID

The provisioning process will collect agent details and create the Verified Calls agents. This will enable you to use the Business Calls API to define the branding information to be displayed in interactions with contacts.
Customer Request
UI Change Availability On deploy

Advanced Caller ID Support in Reporting

The MAX and dialer Abandon Rate Compliance report and Outbound Call Answer Rate report will show you the number of verified calls that contacts answered. This will enable you to see how Advanced Caller ID impacts the number of answered calls in your contact center.
Customer Request
UI Change Availability On deploy

Workforce Management

Import Schedules via CSV File

This feature will allow you to import schedules created outside of WFM. This will enhance the scheduling experience and add to productivity by:
  • Allowing the use of real time adherence even before creating work rules and generating schedules.
  • Saving time on recreating schedules. You will be able to import already created schedules immediately.
Customer Request
UI Change Availability On toggle

Skill Proficiency Scores

Skill proficiency scores will be introduced in WFM. You will be able to assign proficiency scores to an employee's WEM skills. This will ensure alignment between the WFM system and the ACD platform. The ACD relies on the proficiency scores for contact distribution.
Customer Request
UI Change Availability On toggle

Full Day Trade

Employees now will have more validated parameters for trading the shifts. More choices will give employees more flexibility while trading shifts. This will improve employee satisfaction and reduce manual work for managers.
Benefits from new parameters will include:
  • A longer time window for trading shifts.
  • Multiple target agents to respond to the shift trade requests.
  • Set preferable days and shifts for accepting the trades from the target agents.
Customer Request
UI Change Availability On toggle

Forecasting—Manual Select Models and Unit

WFM Advanced users will be able to select which forecast model and unit they want to use. The selected model will calculate the forecast data to generate a staffing plan. You will also be able to autoselect, which will calculate all models and choose the most accurate one.
The models will be:
  • Box-Jenkins ARIMA
  • Curve fitting
  • Exponential smoothing
  • Additive triple exponential smoothing
  • Multiplicative triple exponential smoothing
Customer Request
UI Change Availability On toggle

Forecasting—Import Forecast Data

You will be able to import external forecast data to create a new forecast job. With this feature, you won't need to generate a forecast and manually edit it to match the external forecast.
Customer Request
UI Change Availability On toggle

Recurring Special Days

You will be able to create recurring special days by day, week, month, year, or by a custom recurrence. This will save time and effort when creating special days for preplanned, recurring events.
Customer Request UI Change Availability On toggle

Forecasting—Grid Mode

You will have the option to view the Staffing plan data (step 5 of Forecasting) in a table, in addition to the current graph view. This will provide a consistent format for forecasting. You will be able to switch between the graph and tab views throughout the forecasting process.
Customer Request UI Change Availability On toggle

Shift Trade Conditions

You will be able to set conditions for shift trading in WFM.
For example, you will be able to create shift trading conditions to ensure:
  • Agents have the required skills to take over new shifts.
  • Agents cannot trade shifts after the weekly schedule is published.
  • Shift trading won't cause agents to exceed their weekly hour quota.
Customer Request UI Change Availability On toggle

Shift and Activity Length in Daily Rules

You will have greater scheduling flexibility when creating or editing a daily rule. The rule will have more options for shift and activity length:
  • Shift length—Will support 15-minute increments instead of 30 minutes. For example, you will be able to create a shift for 8 hours and 45 minutes.
  • Activity length—Will support any duration. For example, you will be able to create a two-minute activity for water breaks.
Customer Request
UI Change Availability On toggle

Real Time Adherence: User Interface Enhancements

As part of the user interface enhancements, you will have:
  • Advanced filtering.
  • Improved display and user experience.
  • Be able to sort the column manually.
Customer Request UI Change Availability On toggle

Intraday Enhancements: Outbound Data, Filtering by Scheduling Unit, and Refined Staffing Metric

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

Support for Cancellation of an Approved Time-Off in the Mobile App

Agents will be able to cancel their approved time-off requests from the mobile app.
The cancellations will work for:
  • Published schedules.
  • Unpublished schedules.
  • Current days.
  • Future days.
Earlier, supervisors needed to cancel the approved time-off requests for the agent. Agents will have a better user experience with more control over their approved time-off requests.
This feature is for mobile app version 3.2.1.
Customer Request UI Change Availability On toggle
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