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Release Notes > Contact Centre > User Hub Summer 2020

Release Notes

RingCentral Contact Centre User Hub Summer 2020

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Contact Centre.

VERSION 20.2

Release Date: 6/2/2020

20.2.5 Cumulative Update Fixed Issues

When logging in to Studio, you will be prompted to download the latest version. Please make sure you download the new version to avoid any issues. If you are in a locked-down environment, your agents will not be able to use Studio until you download the latest version for them.

API

If the SessionTimeOut API was running and an inbound call was delivered within the inactivity timeout, the agent could end up in a stuck state.
When using the POST /report-jobs/datadownload/ API to run the List of Agents All (350336) data download report, an error would occur.

Chat Channel

Customer chats would sometimes time out due to inactivity earlier than the specified time out.

Digital First Omnichannel

Larger attachments were sometimes being stripped from outbound emails triggered via Studio script using the new email service.

Engage QM Integrated

When using impersonate to configure Engage QM Integrated settings, the specified changes were not being saved.

MAX

Agents with special characters in their usernames could not log in to MAX.
For users in the Australian and European regions using Google Chrome 84 and later, intermittently when logging in, MAX loaded a gray screen and then froze.
Chat and email skills configured with quick replies were intermittently not showing any available replies.
Users assigned to skills with a large number of associated quick replies were not seeing the full list of available quick replies.

OSH

With OSH enabled, a contact was occasionally getting routed to multiple agents at the same time.

Personal Connection

Skills in Personal Connection could show an incorrect status in the Skill Control window.
In Proactive SMS campaigns, messages were being suppressed if the calling list showed the phone numbers in E.164 format.

Platform

Adding new contact details to an already closed contact was generating errors.
When downloading a list of users via bulk upload, any special characters used in the name field would become corrupted and converted to an unknown character symbol (question mark within a diamond).

Reporting

Within reporting, the Average Speed of Answer (ASA) metric was incorrectly including the total Handled metric in calculating the ASA for contacts. The calculation now considers only the inbound handled time when calculating the ASA for contacts as ASA is an inbound specific metric.
The Skill Summary widget in Dashboards intermittently replaced some of the data with dashes after a few minutes.
The Media Type drop-down box in the Settings menu for the Contact List and Queue Counter widgets was not displaying any options.
Pre-built reports were using the default date format instead of the configured date format.

Supervisor

When a supervisor clicked on the Take Over button to take over an existing call, the call would disconnect instead of routing to MAX to be handled.

20.2.4 Cumulative Update Fixed Issues

API

If the expiration timer was enabled for the API call /hours-of-operation or /hours-of-operation/ {profileID}and the override branch was set to Other, when the timer expired, the API continued to return Other instead of returning to None. (AUI-6395)
Intermittently, when conducting API calls to /hours-of-operation/ {profileid}with the following parameters included (profileId,profileName,overrideBranch,overrideExpirationDate,day,openTime,closeTime,isClosedAllDay,name,date), an invalid fields list error occurred. (API-4799)

Customer Chat Interface

The V1 ASPX chat application contact window was not reloading when pushing F5 for a screen refresh. (CHT-2021)

MAX

If an agent had a second page action configured, MAX was not opening the new page as intended. The browser would continue to display the first page loaded. (MAX-4487)
When a commitment was assigned to an agent and the agent let the commitment go to auto rejected, that agent would be set to available after the call was rejected creating a looping scenario. (MAX-4402)

Personal Connection

AMD exception handling was not recognizing the set parameters in the CPA Management section of the Parameters tab. The default setting was always being used. (OB-2056)

Platform

Users with a plus sign in their username were not able to log in to the platform. (SC-6934)

Studio

Sometimes when the DB Connector was automatically changed to inactive, an error message would not display. (STX-2408)
When an agent was logged into Personal Connection and had screen pops enabled, sometimes the corresponding Studio script created duplicate Contact IDs for incoming contacts. (ORC-5367)

Supervisor

Calls with a duration of more than twenty-four hours were not showing up in the skill queue. (ESC-8524)

RingCentral Contact Center 20.2 Release

The RingCentral Contact Center 20.2 release includes these new features and applications. Users will be able to access these features, depending on their permissions and purchased applications, once their tenant has been updated.

Features are subject to change between now and the final release date.

What's New?

GLOBAL CHANGES

Multi-Factor Authentication (MFA) Over APIs Fails

For added security, any MFA-enabled users attempting to authenticate over APIs will now fail to log in. This is because MFA is not currently supported in the RingCentral Contact Center APIs and the previous behavior was to log the user in without a token.

API Proxy

Your system can now supersede the limit of external RESTful API requests to better handle periods of high traffic. Through a new Studio action that specifically processes RESTful APIs, you can configure requests to execute through the new action instead of inside a snippet. This will allow your system to process more than the standard snippet limit of 30 concurrent API calls.

API Façade

You can take advantage of the API Façade, which unifies most API requests to a single end point per geographic area. Key benefits include a unified URL for requests, protections to auto-rate limit requests, and increased security.

API Proxy

API Façade

New Applications

Agent for Oracle Service Cloud

The RingCentral Contact Center Agent for Oracle Service Cloud consolidates contact center controls and customer context into a single interface within the Oracle Service Cloud CRM, enabling fast, personalized service and more productive agents. This integration supports voice and digital channels, and uses CRM data to route customers to the best-suited agent or queue. Automatic data synchronization RingCentral Contact Center and Oracle creates a holistic view of the customer journey.

Agent for Oracle Service Cloud is available with the RingCentral 20.2 release. This integration does not currently support WFO Pro.

Applications for Agents and Supervisors

Agent for Salesforce

The following features are for Agent for Salesforce v15.0, to be released in late July.

Implement Call Recording Memorialization

Support the Preview Mode of Manual Compliance

When using Personal Connection, calls marked for compliance will be delivered to agents so they can select an outcome and disposition as configured by their administrator. This feature will be available for Fully Integrated Lightning Agent for Salesforce.

User Experience Updates

Updates to the agent experience in Fully Integrated Lightning Agent for Salesforce will include:

Ability to use quick replies and formatting in chat interactions.
Ability to search and sort emails and chats in My Queue.
Support for hours of operation and for Presence Sync with single-channel handling.
Click to email from within a dynamic address book.
Link to online help.

Advanced Chat

Fully Integrated Version of Advanced Chat

A new integration of advanced chat in MAX utilizes the existing agent application chat interface. Agents log in to MAX and are ready to engage in advanced chat, without logging in separately to the Vergic platform. The agent experience for handling advanced chats and native RingCentral Contact Center chats is identical. This version of advanced chat is available for both single channel handling and Omnichannel Session Handling environments. It doesn't currently support co-browse or file sharing.

The previous advanced chat integration—where agents manage advanced chats and co-browse sessions in a Vergic chat window in a custom workspace—is still available for single channel handling environments only.

MAX

New Studio Action

MAX supports the new Popurl Studio action. This action provides enhanced customization possibilities when popping a URL into the MAX interface, such as a panel title or the pop destination of the webpage. Customized pop-ups give agents easy access to tools that speed up contact handling or provide customer data for personalized interactions.

MAX Versioning Agent Override

This feature will be available with the first cumulative update.

The MAX versioning feature allows you to adopt the incoming version of MAX at your own pace. This setting, which is managed from the Details tab of a tenant, received the following updates:

The setting checkbox changed to a drop-down, with Default, Current, and Previous as options. This makes the feature more intuitive and convenient to manage. This drop-down determines the MAX version for the entire business unit.
An “override” setting, which allows the setting in Business Units to be overridden for selected users. For example, after a new version of MAX has been released, the tenant setting could specify that all users use the previous version of MAX. With this agent override setting enabled, a manager (with appropriate permissions) could allow individual agents to use the new version of MAX to test out new features.

Auto-Populated Quick Replies

Within Studio, a scripter can use specific variables to prepopulate certain quick reply fields with known information, such as a first or last name. This reduces potential errors and speeds up contact handling time.

Unavailable Outstate Removal

To encourage and facilitate more accurate reporting of agent unavailable time, MAX only displays the generic Unavailable outstate if no custom outstates have been created for agents to select. If your organization has configured custom outstates, only the custom outstates will be available to select. Examples of custom outstates could be Unavailable – Lunch or Unavailable – Training.

MAX Settings Information Moved to Database

When an agent customizes MAX settings, that information is logged in a database. Custom settings are retained if an agent launches MAX from a different computer or clears their browser cache and cookies, thus adding flexibility for the agent.

Phone Contact View with Multiple Calls

If MAX is displaying the Phone Bar (across the top of the interface) and the agent adds additional parties, the call interface switches to the Phone workspace view to enable full call handling controls for the multi-party call.

Cancel an Active Commitment

Agents can cancel commitments that are actively being offered to dial. For example, if a commitment was created for the agent to call Contact A, but Contact A already called in before the commitment time, the agent can cancel the commitment when it is offered to call.

Transfer Email Draft Content for OSH

Agents configured to use omnichannel session handling (OSH) can author a partial email response, then transfer the draft to another agent to complete. This fosters collaboration between agents and results in faster response times. This capability was already available for agents using single-channel handling.

Actionable In-App Notifications from WFO Enterprise

MAX supports the ability to provide clickable buttons within notifications from Enterprise WFO, increasing speed and convenience for agents. For example, an agent may receive the notification “You changed your email, do you want to reset your password?” with a clickable button to reset the password.

My Zone

Recent Interactions for Agents

Agents can now view and playback their own interactions from Recent Interactions in My Zone.
The Recent Interactions page displays the agent's interactions from the previous 24 hours.
This page is also available for MAX and SFDC agents in the WFO extension.
Agents must have the new Recent Interactions permission enabled to view this page. For more information, see New Permissions for Search.

Agent Initiated Schedule Changes

Agents can now request time off for part of a day or for full days, depending on their time-off balance, directly from their My Schedule page in My Zone.
Agents can submit full-day time-off requests for any day in the past or future.
For more information, see Agent Initiated Schedule Changes

Applications for Administrators

ACD

Agent Issues Exported File Includes Teams

When you export the agent issues report into a CSV file, a new Teams column displays the assigned team of the agent who reported the issue. This provides another category by which you can filter the agent issues report. The Agent Issues page in the RingCentral Contact Center interface has also been improved with several small cosmetic updates.

Applications for Administrators

Adjustable User Timeout

RingCentral Contact Center administrators now have the ability to adjust the length of time before a user times out due to inactivity. The default user timeout is 20 minutes but can be set anywhere from 5 minutes to never. This value is set on a tenant level and only impacts user timeouts in the RingCentral Contact Center web portal.

New Permission for Recording Pro

There is a new permission for configuring business data: Business Data Configuration. See business data.
In RingCentral Contact Center, go to Admin → Roles & Permissions. The permission is under Admin → Recording Pro → Business Data Configuration.

New Permissions for Search

There are new permissions for the Search application:

For exporting recording metadata using an API: Interaction Metadata API. See business data.
For viewing the Recent Interactions page in My Zone: Recent Interactions. See Your Recent Interactions.

In RingCentral Contact Center, go to Admin → Roles & Permissions. The permissions are under Search & Playback:

Data Extraction APIs → Interaction Metadata API
My Zone → Recent Interactions

Update to Coaching Permissions

All Coaching permissions have been moved from Admin → Roles & Permissions → QM Tools to their own section in the Roles and Permissions page, titled Coaching.

Non-Billable User Dashboard Using Type Column and Filter

This feature is available only to Tenant Management users who have used the Impersonate and Configure feature to log in to a RingCentral Contact Center tenant. The Type column on the Employees screen indicates whether users are billable or non-billable, allowing users to filter employees based on that attribute.

Group Permissions

Group permissions control what users can do with the groups: View, Edit, Create, or Delete. Group permissions allow administrators to more finely-tune the level of privilege associated with various user roles.

Contact Settings Tab Removed from Employee Profile

The Contact Settings tab, which previously appeared in both the employee profile and the ACD user profile, has been removed from the employee profile. It is now exclusively accessible from the ACD user profile.

Applications for Administrators

Support for Large Number of Work Items

A new persistent work item queue supports a higher number of work items in queue for a single tenant, just like the current email and voicemail persistent queues. The persistent work item queue supports up to 100,000 work items in single-channel handling environments and 5,000 work items in Omnichannel Session Handling environments. When you create a new work item ACD skill, you can specify whether you want the work items for the skill to enter the real-time or persistent queue on creation.

API for Modifying Contacts in Persistent Queue

The UpdatePersistentContact API allows you to actively manage work item, email, or voicemail contacts in the persistent queue. You can use it to change the skill ID, initial priority, target agent, acceleration, and max priority of the contact while the contact is inactive in the persistent queue.

Cloud Storage Services

Life Cycle Management Rules Increased

Life cycle management rules have increased from the earlier limit of 1 per file type. You can create up to 10 granular rules based on skills, teams/agents, and DNIS. For example, you can create a rule for call recordings for a particular team to be retained for a specific number of days and instantly delete call recordings of other teams.

Enhanced UI for Managing Rules

Cloud Storage has a new enhanced UI for managing and creating rules. The Life Cycle Management page displays the rules grouped under media type, such as Call Recording Rules. You can search for rules by rule name.

Single Screen for SEA, Custom KMS, and Custom Storage Configuration

The Storage Settings screen has options to configure Secure External Access, Custom Storage, and Custom KMS at a single place.

Omnichannel Session Handling

OSH Contacts Retain Priority after Timeout or Refusal

When a contact re-enters the queue due to agent refusal or inaction, the contact no longer re-enters the queue at the bottom by default. The contact instead enters the queue in the priority order that existed prior to the timeout or refusal and keeps the original contact ID.

Personal Connection

Multiple Dialer Trunk Groups

Personal Connection supports multiple dialer trunk groups for a single tenant. If you have multiple dialer trunk groups (outbound telecom routes) defined for your tenant, you can define the trunk group that each ACD skill uses. This allows you greater control over how outbound traffic is routed in your network, which can help support campaign-specific needs so you can choose the route with the lowest cost for each campaign. For example, in situations where one ACD skill needs a third-party product that charges based on traffic volume, you can divert network traffic so that only that ACD skill's traffic is routed to the third-party product instead of having all traffic routed to that product.

Agents Can Suppress Ringing

Administrators can define a setting in the Agent Settings on an agent-by-agent basis to suppress the ringing sound the agents hears before a call is answered. When this setting is enabled, the call audio does not connect to the agent until it is answered. This provides a better agent experience for agents who want to avoid hearing the ringing sound before the call is answered.

Reports Updated to Include Agent ID

A new field, OriginalTargetAgentID, has been added to the Attempts Detail report (in the Outbound Report Store) and the List Inventory - All Attempts report (in Data Download). This field provides the ID of the agent a call was originally delivered to. This helps make research around which agent participated in conversation detection easier and faster.

Added API Call to Remove Prospective Contacts from Calling List

You can delete individual records from a calling list source using an API call. When integrating through APIs, this provides an easier alternative to using the Studio action that currently provides this function.

Recording Pro

Business Data

Enrich your RingCentral Contact Center interaction data with information imported from your external sources. For example, you can now use RIngCentral Contact Center business data fields to display data imported from your CRM systems.
These new business data fields can then be used to:

Filter interactions in a quality plan.
Search for interactions based on the values in the business data fields.

Let's say you want to create a quality plan based on a specific account type (such as Platinum) and agent seniority (such as Junior). You can create business data for account types and agent seniority from your CRM system and then use these values to create the quality plans.
Professional services will be required to do the initial set up of the business data fields.

Screen Recording for Email and Chat Channels

Recording Pro supports the recording of agents’ screens when they’re working on managing email and chat interactions using RingCentral Contact Center.
Users can define recording policies to record screens for email and chat interactions.
The Player displays both the screen recording and the email/chat transcript for QM processes.
Only available for users with a screen recording license and RingCentral Contact Center chat, email, or both.

Support for ScreenAgent V1.x is Ending

As published in the Spring 2020 release note, by the Summer 2020 release, all users must upgrade to ScreenAgent V2.x, as V1.x will no longer be supported. To download ScreenAgent V2.x, see instructions in ScreenAgent Installation.

Studio

Audit History for Impersonated Users

If a user saves changes to a script while impersonating another user, the user’s actual account displays in the audit history information of the script. This results in a more accurate audit history. For example: if user A impersonates user B and saves a change to a script while impersonating user B, the script’s audit history shows user A as making the change, not the impersonated account (user B). You can view a script’s audit history by right-clicking on the script in the Browse tab of Studio, or from the Scripts page in the ACD application.

Absolute Path Reference for Actions

Historically, an action could only reference other actions if the other action was in a script that was saved in the same parent folder. For example, actions like Runsub and Runscript could not reference an “uncle” or “aunt” folder, only parent folders. Now, actions can reference the exact path of another script, providing the ability to reference “uncle/aunt” folders. This enables organizations to create more logical and organized folder structures for scripts.

Script API Enhancement

To enhance programmatic scripting options, the open/save script APIs were expanded to include search functionality. Users can search a business unit for a specific script.

DB Connector Authentication Update

DB Connector supports OpenID Connect, a highly-secure connectivity option which allows multi-factor authentication (MFA) support. This enables FedRAMP organizations to use DB Connector.

Nuance ASR Engine Update

The Nuance automatic speech recognition (ASR) engine has been upgraded from 9.0 to 10.5, which offers improved accuracy, additional customization, and Nuance support. Over the past year, you've had the option to upgrade your IVR applications to the new ASR engine - which entails updating confidence values of ASR Studio actions and potentially recompiling custom grammar files. If you haven't already updated the confidence values of your ASR actions for improved accuracy, NICE inContact will automatically update the values with the suggested defaults and point directly to the Nuance 10.5 ASR engine. If your system uses custom grammar files, you must recompile the files with the 10.5 engine to make the files compatible. Instructions for updating your ASR settings can be found here.

Improved Refresh Rate for Some Metrics

The Longest Wait Time and Queue Size Intraday metrics refresh once per minute instead of once every five minutes. This allows WFI to execute associated rules faster, decreasing buffer time and reducing lag.

Reporting and Analytics

Interaction Analytics Pro

AutoDiscovery

AutoDiscovery provides a visualization of automatically identified topic groups and corresponding attributes. This enables users to quickly identify topics of interest based on attributes such as frequency of occurrence, duration, silence, agent and customer cross talk, and sentiment.
Users can select a dataset and drill into AutoDiscovery to further investigate using the following methods:

Identify topics and relations between topics on the topic map.
Filter the topics map using multi-dimensional metric filters such as low sentiment and high duration.
View and sort topics and phrases list by metrics using the statistics panel.
Search for topics and phrases on statistics panel and on the map.
Drill into a topic to see the words and phrases that contribute to the topic.
Drill from a topic or phrase into its interactions and further drill into the voice transcripts and playback.
Create a new category from a selected topic.

Interaction Path

Users can see the sentiment over the length of an interaction for both the agent and the contact.

Begin Sentiment

Users can use beginning sentiment as filter, category rule, and dataset criteria.

Grouping for Enhanced Discovery Workflow

Users can group category rules using operators in between each rule for customization.

User Interface Update

Users can see the sentiment over the length of an interaction for both the agent and the contact.

Improved Annotation Highlighting

Users can see all annotation highlights in transcripts for the widgets or filters being used.

Gender Widget Removed

The gender widget is no longer supported and has been removed.

inView™ for RingCentral Contact Center

Modules Settings Slide-out

When configuring a module’s settings, users can choose to view the window as a new slide-out panel, or as a pop-up window.

Metric Assignments and Selector

The metric selector has been re-designed for improved categorization of module metrics. Additionally, you can tag metrics as an agent or queue metric, which adds clarity and convenience when configuring modules. For example, when creating a module to display agent-based data, users can more easily identify which metrics pertain to agents and apply them accordingly.

Connect 3 Gamification Game

If your organization has gamification enabled, supervisors (with appropriate permissions) can create a game for agents with 9 possible performance-based challenges (in a 3x3 grid). Agents must complete 3 challenges in a row to win the game, helping drive agent performance.

Updated User Profile Drop-Down

Users now have access to new options in the drop-down for their user profiles. These options include the ability to change the user interface to a different language, to submit feedback, and to access the avatar gallery.

Avatar Gallery

Users can see their teammates’ avatars in the new avatar gallery. The avatar gallery is accessible from a user’s profile, through the updated user profile drop-down.

Reporting and Dashboards

Enhanced Agent List Widget

The Agent List widget has been expanded to display offline agents along with the active agents. This provides a more complete view of agents and their associated teams.

New Callback Widget

The Callback widget displays daily callback statistics in real time. Users can see a holistic view of their callback queue including those that are inqueue, completed, and failed.

Custom Reporting Enhancements

In the Fields tab for custom reporting, users can now change the Model field without losing already selected attributes and metrics. Additionally, a search box has been added for finding specific attributes or metrics.

RingCentral Contact Center Workforce Optimization Applications

Quality Management Pro

New Filter in Quality Planner - Business Data

Managers can now filter interactions for distribution by business data from external sources when defining a Quality Plan.
When adding several business data filters, the relationship between them is "OR". This means that interactions that meet any of the business data filters can be distributed for evaluation.
Business data values are defined by users in Recording Pro.
Only users with the correct permissions can filter by business data. For more information, see New Permission for Recording Pro.

Chat and Email added to Screen Capture Filter in the Quality Planner

Managers can now filter for chat and email interactions with screen recording when defining a Quality Plan.

Recent Interactions for Agents

Agents can now view and play back their own interactions from Recent Interactions in My Zone.
The Recent Interactions page displays the agent's interactions from the previous 24 hours.
This page is also available for MAX and Agent for Salesforce agents in the WFO extension.
Agents must have the new Recent Interactions permission enabled to view this page. For more information, see New Permissions for Search.

Quality Management Enterprise

Support for Chrome

QM Enterprise now supports Chrome. To use Chrome, you need to install an extension that allows a tab to emulate Internet Explorer. The extension must be installed for every browser that will use QM Enterprise, and can be downloaded from the Google Chrome Web Store or from the vendor that produces the extension, Blackfish Software.

Search and Playback

Audio Trail in Search

Actions taken in the Search application are logged in an audit trail, and can be viewed in reports. The reports provide insight into what users searched for and if they shared an interaction via Search.

New Fields in Search

If your organization uses business data, you can search for interactions based on the values in the business data fields.

Enhanced Search Filters

You can now filter on any interactions that have screen recording or interactions that don't have screen recording.

Data Extraction API

Users can now extract interaction metadata from RingCentral Contact Center for external reporting purposes. Using the Data Extraction APIs (V1), you filter on a date range to extract interaction metadata to a CSV file.

Using the interaction metadata API requires a new permission. In RIngCentral Contact Center, go to Admin → Roles & Permissions. The permission is under Search & Playback→ Data Extraction APIs → Interaction Metadata API.

Workforce Management Pro

Agent Initiated Schedule Changes

Agents can now request time off for part of a day or for full days, depending on their time-off balance, directly from their My Schedule page in My Zone.
Agents can submit full-day time-off requests for any day in the past or future.
They can also request partial time off on any of the days in their published schedules, if the option is enabled in WFM Setup.
Once an agent submits a time-off request, it appears in the manager's Requests page in WFM. The agent's manager can approve or decline the request, and send a comment to the agent.
A checkbox for enabling partial time-off requests was added to OOO activities in WFM → Setup → Activity Codes. If it is selected, then the manager can define a minimum and maximum number of hours for partial time off in a day.

Summer 2020 Release Adjustments

These features are adjustments to those previously announced on the Coming Soon page.

Changed Features

Channels

Increased Number of Work Items Supported in Queue

Studio

In the Script API Enhancements feature, the DELETE API will be inactive until a future release.

Features to be Released at a Later Date

inView

Forms Submitted Module
Roles Page Redesign

Studio

New Evaluation Report

New Adherence Report

Admin

Consistent Experience in Employee Imports

Directory Sync

Consistent Experience in Employee Imports

Partner Applications

Presence Sync: New Location

Features Added to this Release

Interaction Analytics Pro

Gender Widget Removed

Admin

Contact Settings Tab Removed from Employee Profile

Cloud Storage Services

Enhanced UI for Managing Rules

inView

Updated User Profile Drop-Down

Features Added to this Release

Interaction Analytics Pro

Gender Widget Removed

Admin

Contact Settings Tab Removed from Employee Profile

Cloud Storage Services

Forms Submitted Module
Roles Page Redesign

inView

Updated User Profile Drop-Down

Fixed & Known Issues

Summer 2020 Fixed Issues

Global

The authentication APIs weren't always preventing a user from logging in without using Multi-factor Authentication if enabled.

ACD

Internal calls between agents would drop when cold transferred to an external number.
Some emails and calls wouldn’t route to agents following an update.
Some calls that were blind transferred to an external number would drop.
Published variables were sometimes removed when a chat was transferred.
Voicemails would sometimes get stuck and prevent voice calls from routing to agents.

Admin

A new user could be created with NULL in the auto-parked email custom value. This sometimes resulted in behaviors such as default auto-parked email values being ignored and the NULL values switching to 1 or 25.
On tenants with a large number of employees, clicking the Download Existing Users button would result in the file generation timing out and the downloaded .CSV file being blank.
On tenants with a large number of files, attempting to open Script Schedules would result in an error.
Changes made to OSH settings for a team wouldn’t save.
On some tenants, new employees couldn’t be created.
Some tenants in North America were being directed to the wrong NICE inContact phone number.
The skill assignment list was not always updating when downloading, changing, and then reuploading the list.
The customizable tenant timeout setting was not visible for some customers.
User impersonation was not working in FedRAMP environments.

API

For some clusters, GET /agents returned a 409 Unauthorized error for versions 17 and 18.

Cloud Storage Services

Some recordings couldn’t be pulled via the Contact History Report or via FTP.
When clicking on Download File to retrieve a file from long-term storage, sometimes the browser would open to a blank video file instead of downloading the file.

MAX

MAX was not properly enforcing the minimum/maximum number of parties that an agent can conference, which is determined by the Maximum Number of Conference Parties (including Agent) setting in the ACD Configuration settings.
When you configured multiple URLs for MAX in a Studio script by aligning multiple RunApps on an OnAnswer branch, and an agent answered in MAX with custom workspaces turned off, the URLs opened in the same tab, one after another.

Partner Hub

In the Partner Log Reader application, clicking Get Details in the Contact ID field would return an error.
A notification error would sometimes display when launching PartnerHub.

Personal Connection (PC)

The callback time column in a calling list generated by agent-scheduled callbacks wasn’t labeled to reflect that all times are in GMT.
The Preview Required Default Action setting overrode the Compliance Required Default Action for records marked as compliance required.
Sometimes when an agent was already logged in to a CRM and then logged in to MAX and entered a dialer skill, the pop-out prompted the agent to log in to the CRM again.

Reporting

Removed the obsolete QM 1.0 fields from the Contact History report.
The Other State Statistics dashboard widget would sometimes report the number of contacts incorrectly.
Attempting to drill down in the ASR Tuning Report often resulted in an error message: “An error occurred while communicating with the server.”
Some reports run in impersonate mode would return a “could not execute report” error.
The SLA widget wouldn’t update data.
The Agent List widget wouldn’t display agent data when filtered by skill.
The Agentless Outbound report in the Outbound Report Store was timing out when pulling a lot of data.
Some of the columns were showing errors or blank results in the Outbound Agent Performance report from the Outbound Report Store.
Running the List of Agents All data download report returned an error instead of running the report.
An extra day was being included when using the Previous Month filter in Custom reporting.
The Contact Detail report in the Outbound Report Store was missing the Caller ID Used column.

Studio

Traces were not including the Time field.
A time out error would sometimes occur when launching Studio.
When a call was passed through the AA_BusUnitAuthentication script, it would intermittently return an error message.

Supervisor

When a supervisor clicked on an employee and scrolled down to get more information, partway through scrolling, the window would refresh and go back to the top of the page.
When switching dates to look at agent states on a given day, sometimes the agent states didn't update to the selected date.

Workforce Intelligence

In some cases, Workforce Intelligence rules were no longer being checked.

Agent for Salesforce Fixed Issues

Agent for Salesforce v14.2 Release

The disposition panel was not appearing when transferring a call in Agent for Salesforce v14.0.
When the agent declined a contact, the panel in the user interface did not disappear as designed.
The accept/reject option was not presented when receiving callbacks via queue callback action in Agent for Salesforce.
When agents completed an interaction and their after call work (ACW) time ended, the Agent for Salesforce would pop back up and require agents to minimize it to continue working on the record they were in.
Outbound emails sent from Agent for Salesforce were not being mapped to tasks in Salesforce.

Agent for Salesforce v14.1 Release

Agent for Salesforce v13.0 was not loading within Internet Explorer version 11.
The ScreenpopURL field was not accepting the extension screenpop type.
The footer on the Agent for Salesforce was missing in Firefox browser.
The RunApp Studio action was not available for the Fully Integrated Lightning Experience.

Agent for Salesforce v14.0 Release

When using the Agent for Salesforce compatibility client in a Classic environment with Softphone enabled, after getting a screenpop, agents were unable to answer calls.
When using the Agent for Salesforce compatibility client in a Lightning environment, if the agent list is open when a new call is delivered, the list covered the window displaying the Accept button.
In the version 13.0 Lightning UI with Softphone enabled, screen pops opened behind the contact details window when receiving a call.
When the Pop to flow option was selected in the Softphone layout settings, the selected workflow was not popping up.
Blended dialer skill names were not showing in Agent for Salesforce.
Within outbound emails, long URLs containing special characters were sometimes getting truncated.
Spell check was not available for inbound and outbound emails.

inView™ for RIngCentral Contact Center Fixed Issues

May 2020

Resolved Tickets:

When migrating legacy dashboards to new dashboards, some custom module names were being replaced with the default module name.
Some dashboard modules were not updating data when selecting a different date range.
Inactive users would sometimes display on shared dashboards.
The Leaderboard module would sometimes not apply the selected filters.
Some objectives on gauges with percentage metrics were not displaying correctly.
Some KPI modules would continue to resize on a shared dashboard, causing the Publish prompt to always display.
Some objectives were showing the incorrect direction on gauge modules.
Allowed some companies to access the YTD date range.
Some skills were not displaying when filtering by rec groups.
Added an empty selection on survey forms to assist users wanting to view a previously created form.

Dashboard Fixes:

Updated several module previews.
Several number columns were not displaying correctly.
Several migrated dashboards were allowing trailing white space, which would make part of the dashboard name not display.
Added the ability to view integrations and personas for system templates.
Several modules' data would not auto-refresh.
Data for several objectives was not loading if the module was using group filters.

Gamification Fixes:

An issue led to widgets not loading on times.

General Fixes:

Several widgets were displaying before fully loading, causing the widget to error.
Several groups were not using the correct upper case.
When creating a role, the role would not save if it was not selected upon saving.

KNOWN ISSUES

ACD

In Cloud Storage Services, when triggering the WRITEFILE action, information is intermittently not correctly added to the existing file.
For the email channel, an email transcript is not logged for incoming email contacts that are immediately parked.
Files uploaded to an SFTP server get truncated if they are over 1 MB in size.
Users are receiving a platform error when uploading address books larger than three thousand entries.

MAX

The return email address gets stripped from the preview when receiving emails in MAX.
Email contacts can intermittently be assigned an invalid status, Hold, resulting in the email contact getting stuck open.

Personal Connection

Agents using Personal Connection with integrated softphone can get stuck in a Working state if they are using a skill with priority-based blending configured.
Rarely contacts will temporarily stop queuing even though there are still leads in the queue
The email received from Personal Connection after uploading a list contains an invalid link.

Quality Management

For QMA: Conference segments cannot be transcribed/categorized. For example, if an agent adds a participant to a call between them and a customer, the segment up until that point will be transcribed and categorized, but from that point and on, it will not be transcribed or categorized.

Recording Pro and Playback

If you download calls from Secure Access Storage that were recorded before December 10, 2018, you won’t be able to play them back.
To save or play back a specific call (even if it was recorded before December 10, 2018), you can go to Search and find the call. Then, from the Player, you can play it back or download it.
Voice (and screen) recording stops when an agent transfers the call to an external phone number. The transfer will have the first agent's disposition.
If an agent logs in to MAX or Agent for Salesforce on more than 1 workstation at a time, when screen is recorded, it's recorded for all workstations. For those recordings, the screen recording won't play back correctly.
For calls that include more than one screen recording, such as conference calls, consultations, and internal calls, the player only displays the screens of one of the agents during playback. The player indicates which agent's screens are being played back.
If a call is transferred from one agent to another, the screens of both agents are played back in the resolution of the first agent’s screen.
Screen recording is initiated up to 20 seconds after the agent logs in to MAX. The screen is not recorded for calls received during these 20 seconds. This issue only affects tenants configured with 100% screen recording.
Chat and email:
- For emails that were transferred or reskilled, the transferred/reskilled segment itself does not include the email transcript. Other segments do include the email transcript.
- Playback does not support attachments.
- The first segment in a chat only allows playback of the one segment. The full contact can be played back from subsequent chat segments.

Reporting

The Incoming column in the Campaign Summary by Campaign report contains some minor value discrepancies.
In the Contact History report, intermittently the detail page is missing some of the data.
Using the OR function in the filters section of custom reporting only applies a single filter instead of considering all of the set filters.
The outbound AHT calculation in the Agent Snapshot report is reporting incompletely.
In the pre-built report, Agent Unavailable Time, the Unavailable Email agent status can show inaccurate data if the agent switches to another status and then back to Unavailable Email.
Parked email contacts are not searchable in the Contact History report.

Studio

The Getemail and Fileexist actions in Studio return an error indicating that the email files are missing.
The Hours action does not accept AUS Eastern Standard Time (AEST) when the value is assigned by a snippet.
The Onreskill event is not triggering when a call contact is reskilled.
Some calls are not being recorded using the Logcall action.

The Incoming column in the Campaign Summary by Campaign report contains some minor value discrepancies.
In the Contact History report, intermittently the detail page is missing some of the data.
Using the OR function in the filters section of custom reporting only applies a single filter instead of considering all of the set filters.
The outbound AHT calculation in the Agent Snapshot report is reporting incompletely.
In the pre-built report, Agent Unavailable Time, the Unavailable Email agent status can show inaccurate data if the agent switches to another status and then back to Unavailable Email.
Parked email contacts are not searchable in the Contact History report.

Supervisor

Intermittently, when trying to monitor an agent using Supervisor View, the application gives the error, "Uh Oh, the selected agent could not be monitored because they are not handling a call."

Workforce Management

Time-off requests created before Summer 2020 cannot be canceled, due to an infrastructure change.