Auto-Response Evaluations
 
Up until now, when creating a form, QM managers could configure auto-response rules for questions by setting categories. With this release, QM managers can configure auto-response rules for questions by setting sentiments.
 
Based on the selected sentiments, the QM app automatically responds to evaluation form questions matching the sentiments associated with the interaction. This helps the evaluators to complete evaluations faster, because many of the questions in the form will already have answers filled in for them. Evaluators can review the responses and change them if needed.
 
This feature is a part of the QM Advanced license.
Customer Request X UI Change ✓ Future Enablement X
Language Support in Category Management
 
In Category Manager, you can now filter categories and custom categories based on the selected language. You can also create, save, and update custom categories in your selected language.
 
For other QM processes that use Category Manager such as Quality Planner and Form Manager, you can apply language filter while selecting a category.
 
The supported languages are:
  • English
  • Spanish
  • Brazilian Portuguese
This feature is a part of the QM Advanced license.
Customer Request X UI Change ✓ Future Enablement X
API Updates
 
The column sequence has changed because of the change in data infrastructure of the APIs. The QM API updates will be released later in the Spring 22 release cycle.
 
In addition,
  • QM Workflow API—Two new columns, Reason and Parent ID, are added.
  • QM Questions and Answers API—The Question ID and Section ID columns now have values in the UUID 32-bit format.
Customer Request X UI Change X Future Enablement ✓

Real-Time Interaction Guidance

Real-Time Interaction Guidance Agent Widget Available in Agent Application Supported Languages
 
The Real-Time Interaction Guidance agent widget is available in the languages supported by MAX and Agent for Salesforce. The guidance and alert messages that agents see always display in the language in which they were written in the Real-Time Interaction Guidance administrator's pages. The language of the labels and other text on the screen, such as the names of the score gauges, change based on the language selection in the web browser that the agent uses.
Customer Request X UI Change X Future Enablement X
Create Multiple Profiles per Business Unit
 
Real-Time Interaction Guidance now supports multiple profiles, each with a different set of alerts and guidance. At this time, there is no limit to the number of profiles you can create. This allows you to customize the guidance you offer to teams of agents in your organization. You must have one Studio script for each profile that you create.
Customer Request X UI Change ✓ Future Enablement ✓
Support for International English Added
 
Real-Time Interaction Guidance now offers support for International English in addition to North American English. When you add Real-Time Interaction Guidance to Agent Assist Hub, it defaults to the appropriate language based on your Contact Center region. Additional languages will be supported in future releases, along with the ability to select a language.
Customer Request X UI Change ✓ Future Enablement ✓

Contact Center Recording

New Digital Channels
 
Contact Center Recording now supports additional digital channels: Google Business Messenger, Microsoft Teams, and Slack.
 
You will be able to:
  • Define recording policies to record agent screen activity while working on these digital interactions.
  • Search for these digital interactions.
  • View digital interaction transcripts and play back screen recordings.
Customer Request X UI Change ✓ Future Enablement X
Player Enhancements
 
In the Contact Center Recording player, there is a new Interactions Details tab. This tab includes details such as, business data, disposition, and after call work. This tab is available only for voice recordings.
Customer Request X UI Change ✓ Future Enablement X
Business Data
 
You can now update the business data information for closed interactions using business data API.
 
The Update business data permission is required to use the API. In Contact Center, go to Admin > Security > Roles and Permissions. The permission is under Search & Playback > APIs.
Customer Request X UI Change X Future Enablement X
Recording Agent Only
 
You can now record only the agent's side conversation using a Studio action.
Customer Request ✓ UI Change ✓ Future Enablement X
Improved File Names for Media Extraction
 
Contact Center Recording now provides a more accurate media file name. The file name includes:
  • Seconds in the file name for voice and screen interactions.
  • SegmentID instead of the RecordingID for voice interactions.
  • StatementID instead of the RecordingID for statements.
This will help simplify correlation to file metadata. When extracted, the voice and screen recordings will have the new file names.
Customer Request ✓ UI Change X Future Enablement X
Screen Recording Support for Proxy Authentication
 
ScreenAgent now supports 5 proxy authentication methods. This support is for only screen recording and not for screen monitoring. This is applicable for ScreenAgent on Windows OS.
Customer Request X UI Change X Future Enablement X
ScreenAgent Updates
 
Starting July 1, 2022, the ScreenAgent version lower than 2.1.40 will not be supported. You must upgrade all users to ScreenAgent version 2.1.40 or higher and then contact your Account Representative to enable the new functionality of screen recording.
Customer Request X UI Change X Future Enablement X
ScreenAgent Online Help Improvements
 
The online help for ScreenAgent now has videos and more FAQs.
Customer Request ✓ UI Change X Future Enablement X
Recording Policies Enhancements
 
Up until now, when defining a recording policy or a do not record policy, you could apply either the Team or Employees filter. With this release, you can use both filters, Teams and Employees, in the same recording policy.
Customer Request X UI Change ✓ Future Enablement X
Recording Dialer Interactions
 
You can now record the agentless dialer interactions. The interaction will be recorded starting the moment the customer answers the call.
Customer Request ✓ UI Change X Future Enablement X

Reporting and Dashboards

Reporting API Updates
 
Reporting APIs were updated with the following features:
  • All time fields now include milliseconds instead of rounding to the nearest second.
  • The Contacts Completed API now includes a refusal reason, held party abandoned, and contact end reasons.
  • The ACW Seconds field for the Contacts Completed API now updates the LastUpdateTime stamp.
  • The Contacts Completed API now offers better error handling.
Customer Request X UI Change X Future Enablement X
Customizable SMTP Address
 
By default, Contact Center sends reports from the email address "[email protected]". To avoid these emailed reports from getting blocked, you can create a custom address that your system will not filter. For example, the Knickerbocker Contact Center could create a "[email protected]" address. 
Customer Request X UI Change X Future Enablement ✓
ACD Dashboard Permissions
 
Reporting permissions have been updated to accommodate ACD Dashboards introduced in the Fall 2021 release. These dashboards are accessible at Reporting > Dashboards.
Customer Request ✓ UI Change ✓ Future Enablement ✓
List Report Drill-downs
 
BI list reports now include a new Historical Data table. This table displays historical information for entries that you select in the main report table. Examples of list reports include List of Agents and List of Skills.
Customer Request X UI Change ✓ Future Enablement ✓
Business Intelligence (BI) Reports
Agent Contact Performance
 
The Agent Contact Performance report displays key ACD-related metrics for each interaction that your agents handled. The report table displays data for interactions that each agent handled, and the widgets display overall performance data in charts.
Customer Request X UI Change ✓ Future Enablement ✓
Real Time Interaction Guidance
 
The Real Time Interaction Guidance report allows you to view status and trend information from Real-Time Interaction Guidance (RTIG). It allows an individual agent to track their alerts progress over time, or provides supervisors with insight into their team's alerts. To use this report, you must have both BI reports and the RTIG product enabled.
Customer Request X UI Change ✓ Future Enablement ✓

Studio

Studio API Endpoint Updated

The GET /scripts endpoint of the Studio API has been updated with two query parameters, scriptId and libraryId. This restores the functionality that was available prior to version 21 of the endpoint.
Customer Request ✓ UI Change X Future Enablement X
Enhanced Action: SendFile
 
The SendFile action can now use SFTP in addition to FTP. This provides increased security for files sent using scripts.
Customer Request ✓ UI Change X Future Enablement X
New Action: RecordAgentOnly
 
This new action supports recording only the agent side of a voice interaction. The action's properties allow script developers to set the value to True (record only the agent) or False (record both sides). This value applies to all calls made using the associated ACD skill and persists through call transfers. Additional use cases are planned for future releases.
Customer Request ✓ UI Change X Future Enablement X
Enhanced Action: ReqAgent
 
Two new properties have been added to this action and support routing interactions based on agent proficiency. You can specify a high proficiency value and a low proficiency value. Contact Center then uses this ACD skill proficiency range along with priority, acceleration, and other factors in routing the interaction. A new action, UpdateContact, gives you even more granular control over proficiency-based routing.
Customer Request X UI Change ✓ Future Enablement X
New Action: UpdateContact
 
This new action works together with the new properties in the ReqAgent action to route interactions based on agent proficiency. You can use UpdateContact to change the high and low proficiency values, thus increasing the pool of available agents. This feature helps ensure interactions are handled in a timely manner by the most-qualified agent available.
Customer Request X UI Change X Future Enablement X
Enhanced Action: AskCaller
 
The AskCaller action now allows you to integrate digital scripts into your Digital First Omnichannel live chat and chat messaging channels. The action supports rich content such as buttons, emoji, and graphics. Digital scripts need to be created and implemented by Expert Services. For more information, select Digital First Omnichannel in the filter on the right.
Customer Request X UI Change X Future Enablement X
Unified ACD Skill Assignment
 
You can change agent ACD skill assignments for digital skills using ACD APIs. This gives you the same flexibility when working with digital skills that you have with omnichannel skills. For more information, select Digital First Omnichannel in the filter on the right.
Customer Request X UI Change ✓ Future Enablement ✓

Supervisor

Accept Button
 
Supervisor now has a pop-up that allows users to select whether or not to accept a transferred contact. This gives users more control within the Supervisor application.
Customer Request ✓ UI Change ✓ Future Enablement ✓