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Release Notes

RingCentral Contact Center Central | 2024-2 Release

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Contact Center Central. For Contact Center User Hub Release Notes, please refer to this page.

Coming Soon in the 24.2 Release – Central

This page shows the products and features currently planned for the 24.2 release cycle, which begins on 21 May 2024 and ends on 25 July 2024. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle, but you will have them all by 25 July 2024. Remember that you may be required to purchase a license or sign up for a controlled release (CR) program to access some of them.

 

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

How to Use This Page

Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.

Customer Request The feature was developed by customer request.
UI Change The feature introduces changes to the user interface (UI).
Availability

This cell tells you two things about the feature: 

  • Whether it's available for all Contact Center customers or only a select group.
    • GA: The feature is generally available (GA) for all customers. Some GA features may require you to purchase a license to use it.
    • CR: The feature is available for customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative.
 
  • When you can expect to see the feature in your environment.
    • On toggle— This is a major release. The feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when that is.
    • On deploy—The feature is immediately available when the new release deploys to your environment.

Learn about the platform requirements and FedRAMP support status for the Contact Center apps you use.

Global Changes

User Account Switching

Currently, if you have multiple CXone accounts, the only way to switch between them is to log out and back in again with the other account. In this release, you will be able to define a primary account and then have your secondary accounts linked to it. This update will allow you to switch between your accounts without having to log out and back in again. You will have to log in to your primary account before you can switch between your primary and secondary accounts.

Customer Request ✖ UI Change ✓ Availability

GA

On toggle

Removed Applications and Features

Google Cookie Deprecation

Google will deprecate their third-party cookies by the end of 2024. Because of this, you may see issues in your Agent for SCV screen pops. To prevent issues from Google's cookie deprecation, you will need to enable clickjack protection in your Salesforce application. You will also have to add two URLs as trusted domains. This update will also help protect you from clickjack attacks.

 

For more details about clickjack protection, select the Agent for SCV filter on the top right.

Customer Request ✓ UI Change ✖
 Availability

GA

On deploy

New Applications

Accelerated Business Continuity

NICE CXone will be able to create a secondary tenant for you in a separate region. This will allow your contact center to continue running in case of an emergency. If your primary tenant is unable to function, then NICE CXone can migrate your agents and calls to the secondary tenant. After your secondary tenant is set up, you will be able to create a template user. This user should only have the minimum necessary skills, scripts, and points of contact for your agents to do their jobs. NICE CXone will apply this template to each of your agents during migration. The secondary tenant will only support voice channels.

Customer Request ✓ UI Change ✖
 Availability

CR

On deploy

ACD

Improved Performance of Advanced Routing

The ACD will be able to remove invalid interactions from the contact matching system. This will decrease the risk of downtime. It will also improve the stability and scalability of contact matching.

Customer Request ✓ UI Change ✖
 Availability

GA

On deploy

Admin

Set Up Single Logout with OpenID Connect Login Authenticators

Currently, logging out of CXone does not log users out of their OpenID Connect external identity provider (IdP). Users have to log out of both applications separately. In this release, when users log out of CXone, they will also be logged out of their IdP. This functionality is known as single logout. To configure single logout with your IdP, you will have to enter an End Session Endpoint in your OpenID Connect login authenticator. This field will automatically be filled in if you enter a discovery endpoint from your IdP. If you do not have a discovery endpoint, then you can edit the field manually. This update will make it easier for users to log out of CXone and their IdP.

Customer Request ✓ UI Change ✓ Availability

GA

On toggle

Upload GDPR Requests in a New Privacy Page

As part of the EU's General Data Protection Regulation (GDPR), end users have the right to erasure. This means if a contact requests that you delete their data, you have to delete or anonymize all their personal information. This includes the information housed in CXone. Currently, to erase their information , you have to manually forward their request to CXone. In this release, you will be able to upload these GDPR requests on a new privacy page in Admin. You will be able to upload the requests manually on the privacy page or in bulk with a bulk upload template. CXone will only be able to identify your contact through their phone number or email address. This update will make it easier to comply with the GDPR.

Customer Request ✖ UI Change ✓ Availability

GA

On toggle

Agent Assist Hub

Custom Agent Assist Integrations

Currently, Agent Assist Hub custom integrations are in controlled release. In this release, they will become generally available.

 

Custom agent assist integrations allow you to use any agent assist application with CXone. This is helpful for organizations that use an agent assist application that isn't natively supported in Agent Assist Hub. Custom integrations require additional planning and custom scripting.

Customer Request ✖ UI Change ✖ Availability

GA

On toggle

Agent for SCV

Google Cookie Deprecation

Google will deprecate their third-party cookies by the end of 2024. Because of this, you may see issues in your SCV screen pops. To prevent issues from Google's cookie deprecation, you will need to enable clickjack protection in your Salesforce application. You will also have to add two URLs as trusted domains. This update will also help protect you from clickjack attacks.

 

For more details about clickjack protection, see the next note.

Customer Request ✓ UI Change ✖ Availability

GA

On deploy

Clickjack Protection with Click2Jack

You will be able to set up clickjack protection with Click2Jack. Clickjacking occurs when an attacker adds an element, like a button, to your site to get users to click on it. Once the user has clicked on the malicious button, they are routed to the attacker's site. Enabling Click2Jack will help protect you from clickjack attacks. It will also prevent issues from Google's third-party cookie deprecation. For more details about Google's cookie deprecation see the previous note.

 

To set up these protections and prevent further issues, you will need to enable Click2Jack in your Salesforce application . You will also need to add the following URLs as trusted domains:

  • https://mydomain.lightning.force.com
  • https://mydomain.my.salesforce.com

Customer Request ✓ UI Change ✖
 Availability

GA

On deploy

Updates to After Call Work

There will be several updates to After Call Work (ACW). Agents will be able to:

  • Manually exit an ACW state by changing their state in the omnichannel widget. This will remove the need to navigate to the after-call widget to exit an ACW state.
  • Select their next state during a call. The next state can either override ACW or come after the ACW state depending on your settings.
  • Make outbound calls while in an unavailable state. After the outbound call, the agent will return to that unavailable state instead of going into an ACW state.
  • Select an ACW state instead of returning to an available state after a call. Agents will be able to stay in that ACW state until they are ready to return to an available state.

These updates will give you and your agents more control over agent states.

Customer Request ✓ UI Change ✓ Availability

GA

On deploy

Transfer Details Screen Pop

When an agent accepts a transferred call, the details of the call will automatically pop up on that agent's screen. The pop-up will include the following information:

  • The contact's phone number.
  • The name of the original agent who received the call.
  • The time that the call started, was accepted, and when it ended for the previous agent.
  • Any notes that the previous agent made during the call.

Customer Request ✓ UI Change ✖
 Availability

GA

On deploy

API

Manage IEX Data with SmartSync APIs

Currently, you can move data between IEX WFM and CXone by importing and exporting files via SFTP. In this release, you will also be able to move data with SmartSync APIs. This will provide you an easy and secure method of managing and accessing data.

Customer Request ✓ UI Change ✖
 Availability

GA

On toggle

CXone Expert Analytics API

You will be able to run CXone Expert UI reports via API. This will allow you to parse the data using your preferred BI tool. The data will not change between the UI and API reporting methods.

Customer Request ✓ UI Change ✖
 Availability

GA

On toggle

Cloud TTS

Amazon Polly Available as a Text-to-Speech Provider

You will be able to use the Amazon Polly text-to-speech service with CXone. Your organization must have an account with Amazon to use this option. This update expands the range of text-to-speech service options available for use with Cloud TTS.

Customer Request ✓ UI Change ✖ Availability

CR

On toggle

Support for Google Custom Voice

Cloud TTS Hub will support using custom TTS voices that you've created with Google Custom Voice. You must have Google TTS to use this feature. Your organization will be responsible for creating the audio recordings and training, and for maintaining and debugging the voice model. The new functionality for Google Custom Voice expands your options for TTS voices to use with CXone.

Customer Request ✓ UI Change ✓ Availability

GA

On toggle

DEVone Integrations

Customer Dynamics

New Product Introduction: Velocity

Velocity will provide an all-in-one platform for outbound communication. It will combine campaign management and full compliance into one tool. This will help you send high-capacity communication through the CXone dialer. The following are key features of Velocity:

  • Omnichannel Marketing: You will be able to send voice, SMS, and email campaigns in a single strategy.
  • Human Sequence Selection: To stay TCPA-compliant, agents will select each message to send. This will also help agents work with more than one campaign at a time.
  • Easy Suppression: A simple UI will let you manage suppression features, such as:
    • Setting custom rules like allowing two calls per week
    • Managing do not call files
    • Scrubbing outdated numbers
  • Calls to Action: Engage contacts with callback scheduling, payment links, and more.
  • Compliance with TCPA and Financial Regulations: Follow state-by-state requirements for debt collections.
  • Taking Payments: Agents will be able to process payments during interactions.

Velocity will help simplify compliance and scalability issues. It will also help make your outbound communication more effective.

Customer Request ✓ UI Change ✓ Availability

GA

On deploy

Condado

New Product Introduction: MediaVault Plus

MediaVault Plus will provide an enhanced option for storing, retrieving, and reviewing your interaction data. It will fully integrate with CXone as a media management tool. A simple user interface will let you manage and review the files, which will be stored on the Microsoft Azure Cloud using AES-256 encryption. The following are key highlights of MediaVault Plus:

  • Storage Dashboard: You will be able to view analytical data about your stored files. For example, it will show volume of stored media and information like the interaction's channel type, skill, disposition, and so forth.
  • Advanced Search: You will be able to easily locate specific files or types of media. You will have many parameters to search by, like phone number, agent name, notes, transcription date, and more. You will also be able to create custom filters.
  • Flexible Storage: You will be able to store interactions from multiple CXone business units. All interactions will be accessible from a single system. You can also migrate existing stored media with new media from CXone.
  • Failure Resolution: MediaVault will monitor your CXone system to ensure it imports all contact data. It will also provide reports to show when any interaction data is missing. If it detects missing data, MediaVault will work with CXone to resolve the issue.

MediaVault Plus will work for small- to enterprise-sized businesses. It will be a scalable option to handle all your storage-related needs.

Customer Request ✓ UI Change ✓ Availability

GA

On deploy

CXone Expert

Analytics API

You will be able to run CXone Expert UI reports via API. This will allow you to parse the data using your preferred BI tool. The data will not change between the UI and API reporting methods.

Customer Request ✓ UI Change ✖
 Availability

GA

On toggle

Custom Dictionary

Currently, you can build a custom dictionary with XML files and templates. In this release, you will be able to use the CXone Expert UI or API to create a list of words to translate and to not translate for each available language. This feature will help you build trust with your consumers by preserving tone and branded terminology no matter what language your readers use.

Customer Request ✓ UI Change ✓ Availability

GA

On toggle

Traffic Insights Report Updates

The Traffic Insights report will include the following enhancements: 

  • Clearer information about website traffic and engagement
  • More intuitive presentation

These changes will make the report easier to understand quickly.

Customer Request ✓ UI Change ✓ Availability

GA

On deploy

Search Recommendations Moved

Search Recommendations will be migrated from Dashboard to Control Panel. This update will improve the UI and make the organization of features more intuitive.

Customer Request ✖ UI Change ✓ Availability

GA

On toggle

Schedule Publish

You will be able to create publication schedules without using custom scripts. You will also be able to view, sort, and filter sitewide publication schedules to help you manage workflows. Non-administrative users will not have access to the list of sitewide publications. They will only be able to see the schedules they have read access for at the page level.

 

This update will provide you with several benefits: 

  • Adhere to content delivery timelines without coordinating content team availability
  • Optimize and scale your content delivery and streamline workflows to reduce effort for your content teams
  • Make the process accessible to more content contributors

Customer Request ✓ UI Change ✓ Availability

GA

On toggle

Third-Party Cookies

You will be able to maintain privacy compliance while delivering personalized content to your users.

Customer Request ✖ UI Change ✖ Availability

GA

On toggle

Feedback Management

Topic Filtering for Text Analytics

For systems where hierarchical topics are enabled, the text analytics charts will now be filtered by topic and subtopic. You will be able to select one or more filters at a time. This will enable you to answer questions on a specific topic.

Customer Request ✖ UI Change ✓ Availability

GA

On deploy

Spanish Comments Processed in Spanish

Comments submitted in Spanish will be processed and tagged in Spanish. This will allow the Text Analytics engine to preserve the meaning and nuances of the comments in the language they were written in. The analysis will be translated back into your chosen language for you to use. You will also see the comments and tags translated into your language.

 

Analyzing survey comments in the original Spanish will allow for more accurate identification of themes and sentiments in these surveys.

Customer Request ✓ UI Change ✓ Availability

GA

On deploy

Elevate AI in New Languages

If you use Elevate AI for Speech-to-Text (STT) transcriptions of IVR comments, you will be able to see transcriptions for French and German.

Customer Request ✖ UI Change ✓ Availability

GA

On deploy

Improved Survey Change History Page

The Survey Change History page, which lets you monitor user changes to your surveys, will match the structure and style of the CXone user interface. This makes it more secure and easier to use.

Customer Request ✖ UI Change ✓ Availability

GA

On deploy

Quick Navigation to Academy in Dojo

You can now access the Academy from the Feedback Management top navigation by clicking Help > Academy. This gives you easier access to the online training courses.

Customer Request ✖ UI Change ✓ Availability

GA

On deploy

IEX WFM Integrated

These features will be available with the 8.0 version of IEX WFM Integrated. Contact your CXone Account Representative for more information.

Forecast By True to Interval

In the 2024-1 release, the CXone ACD started sending data to IEX under the True to Interval (TTI) paradigm. In this release, IEX will be able to forecast based on TTI data. If you have permission to create forecasts, you'll be able to generate a secondary forecast for the active contact values. This will be configurable for Inbound and Inbound Workload contact types.

Customer Request ✓ UI Change ✓ Availability

GA

On toggle

Modernization of the RCP Interface

With the 8.0 version of IEX WFM, all parts of the RCP interface will be updated. The following are highlights of the new UI:

  • A single main menu bar
  • Consistent formatting and alignment
  • Updated table display
  • Updated icons for 300 existing activity codes
  • Solid-color activity codes for 20 icons

These updates will better align the UI with NICE branding and improve the display of icons in views and reports.

Customer Request ✓ UI Change ✓ Availability

GA

On toggle

Security Audit Trail Available in Supervisor Webstation

Security audit trail data will be available in the Supervisor Webstation. This will include data on user activities that impact system security, such as:

  • User logins and logouts
  • Creation, modification, and deactivation of users and roles
  • Settings changes related to security, passwords, and permissions

Supervisors will be able to sort and filter the data as needed. This will give supervisors easy access to monitoring system security. You will also be able to export this data via API.

Customer Request ✓ UI Change ✓ Availability

GA

On toggle

Direct Integration with Workday and UKG Ready

Currently, you can only set up a custom integration with Workday and UKG Ready. This typically requires a complex custom setup. In this release, you will be able to integrate Workday and UKG Ready with IEX WFM directly. New screens in Supervisor Webstation will let you set up the integration, add actions, and so forth. This will let you conveniently manage PTO information within IEX.

Customer Request ✓ UI Change ✓ Availability

GA

On toggle

Manage IEX Data with SmartSync APIs

Currently, you can move data between IEX WFM and CXone by importing and exporting files via SFTP. In this release, you will also be able to move data with SmartSync APIs. This will provide you an easy and secure method of managing and accessing data.

Customer Request ✓ UI Change ✖
 Availability

GA

On toggle

Employee Engagement Manager

The current version of EEM is 9.0. In this release, the current version will update to 9.1.

Data Consistency for Workload Contact Type

Currently, the intraday data does not match with IEX WFM for workload contact types. In this release, the data will be captured differently to match IEX WFM. This makes data consistent between EEM and IEX. Also, if you previously had a workaround set up, the process is now automated.

Customer Request ✖ UI Change ✓ Availability

GA

On toggle

PTO Group Allotments

You will be able to add a second check when agents request PTO in EEM. In addition to net staffing, agents will also need to have sufficient group PTO. When configuring your net staffing template, you will be able to determine if you want EEM to consider only net staffing, only group allotment, or both.

Customer Request ✓ UI Change ✖
 Availability

GA

On deploy

Bulk Association of Self-Service Templates

Currently, you must update CT and Site combinations one at a time for self-service templates. In this release, you will be able to configure these associations in bulk. This will speed up and simplify the process of configuring these associations.

Customer Request ✓ UI Change ✓ Availability

GA

On deploy

Interaction Analytics

Text Corrections Name Change

The Text Corrections page allows you to adjust words and phrases that were transcribed incorrectly from voice interactions. The name of this page will change from Text Corrections to Voice Transcript Corrections. This will help clarify the function of the page, since you can only adjust the text from voice transcripts.

Customer Request ✓ UI Change ✓ Availability

GA

On deploy

Partner Applications

Adapters

Remove Access Key Permissions for Account Mapping User

Currently, when mapping CXone with a partner platform, the connection is set up using the credentials of a CXone user account. This user is required to have several CXone permissions. In this release, the user will no longer need access key permissions. Fewer required permissions will increase security by removing unnecessary access.

Customer Request ✓ UI Change ✖
 Availability

GA

On deploy

UAE and Osaka Support

Presence Sync and Directory Sync will be available in the UAE and Osaka regions.

Customer Request ✓ UI Change ✖
 Availability

GA

On deploy

Virtual Agent Hub

Native Support for Cognigy Agents

The Cognigy virtual agent will be available to use with CXone on voice and digital chat-based channels. Voice integrations will require a SIP backchannel configuration. Chat integrations will be able to be set up through Virtual Agent Hub. Cognigy is a company that specializes in conversational AI products, including this virtual agent offering. This update expands the list of virtual agent providers that are natively supported in CXone.

Customer Request ✓ UI Change ✓ Availability

CR

On toggle

CXone Workforce Management

Schedule Manager: Select and Clear All When Publishing New Schedules

In the Publish New Schedules window, you will have the option to select all or clear all selected scheduling units.

Customer Request ✓ UI Change ✓ Availability

GA

On toggle

RTA: Adherence Summary Tabs Including Active Agents

The tabs in RTA will be updated to show adherence data. At a glance, you can see how many agents are active (working or scheduled to be working), and are in or out of adherence.

 

In addition, two tabs will be renamed:

  • All will be renamed to Active Agents: The tab won't display all agents. Instead, the Active Agents tab will display data for the agents that are working or scheduled to work.
  • Alerts will be renamed to Unmapped: The column will continue to display agents whose ACD Login ID or actual activity isn't mapped.

Customer Request ✓ UI Change ✓ Availability

GA

On toggle

Intraday: Widgets Interface Upgrade

The display of the Intraday widgets will be updated to be easier to read. You will be able to hover over each graph for more details.

 

Currently, you can highlight the variance columns to see when the variance is high or low. In this release,, you will be able to include a heatmap that shows variance highlights at the bottom of each widget.

Customer Request ✖ UI Change ✓ Availability

GA

On toggle

Long-Term Forecasting

Introducing long-term forecasting capability. This feature will be available for CXone WFM Advanced users. This capability will let you generate forecast data for a duration ranging from 1 to 5 years.

 

Forecast data will be available at a granularity of a day level.

 

You will be able to perform several actions on the generated forecast job. This will include:

  • Download forecast data as a CSV file for in-depth analysis
  • Duplicate a job
  • Delete a job
  • View forecast data

Customer Request ✖ UI Change ✓ Availability

GA

On toggle

Removal of MFA for Clear Historical Data

Currently, when you want to clear historical data, the system asks for your login details. It doesn't use multi-factor authentication (MFA). Enabling MFA can disrupt the system.

 

This issue will be fixed by a new confirmation method before deleting historical data. The new method will not require your usual login details, like your username and password. Two-level confirmation will be provided. This will help stop any data from being deleted by mistake.

 

This change will improve the user experience and streamline the process.

Customer Request ✖ UI Change ✓ Availability

GA

On toggle

Improved Schedule Generation

As part of the schedule generation enhancement:

  • CXone Workforce Management will support digital channels, such as WhatsApp.
  • The generation process will be optimized to be faster and more accurate.
  • Changes to daylight saving time will be considered. For example, if the change occurs during a shift, the schedules will be adapted accordingly.
  • After the schedule is generated, you will be able to download a process report. If agents weren't included in the schedule, you could see why in this report.

Customer Request ✖ UI Change ✓ Availability

GA

On toggle

Distribution Rules

With distribution rules, CXone Workforce Management can understand how customer interactions are routed to agents. This will help copy the ACD routing, but not control where the interactions go. With this data, allocating agents will be more efficient.

Customer Request ✖ UI Change ✓ Availability

GA

On toggle

Bidding Template: Define Number of Patterns for Each Weekly Rule

When creating or editing a bidding template, you will have the option to select how many patterns of each weekly rule are generated.

Distribution Rules

With distribution rules, CXone Workforce Management can understand how customer interactions are routed to agents. This will help copy the ACD routing, but not control where the interactions go. With this data, allocating agents will be more efficient.

Customer Request ✖ UI Change ✓ Availability

GA

On toggle

Weekly Rules: Range for Consecutive Days Off

You will be able to select between 2 and 7 consecutive days off when creating or editing a weekly rule.

Distribution Rules

With distribution rules, CXone Workforce Management can understand how customer interactions are routed to agents. This will help copy the ACD routing, but not control where the interactions go. With this data, allocating agents will be more efficient.

Customer Request ✖ UI Change ✓ Availability

GA

On toggle

Manage Request Enhancements

In this release, the request management capabilities for managers will be enhanced.

  • Managers will be able to approve each request individually for an agent on a particular date.
  • Requests spanning multiple dates will be visible under all dates, not just the first date of the request.
  • The status of a multi-day request will be determined based on the status of individual requests within the multi-day request. If any request is pending, the entire multi-day request status will be pending.

Customer Request ✖ UI Change ✓ Availability

GA

On toggle

Release Adjustments

The Release Adjustments section describes the changes, removals, and additions made in the feature descriptions since the initial coming soon announcement for the 24.2 release.

Changed Features

This section describes changes that have been made to feature descriptions since the initial coming soon announcement. Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.

Agent for SCV

Clickjack Protection with Click2Jack

It was previously announced that you would need to add https://mydomain.force.com to your trusted domains. This was changed to https://mydomain.lightning.force.com.

Transfer Details Screen Pop

It was previously announced that the transfer details screen pop could include the call type. This was removed.

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