Are you using the latest version of RingCentral?
Update your app now to enjoy the latest user experience, enhanced security, and optimal call quality.
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.
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:
|
Learn about the platform requirements and FedRAMP support status for the Contact Center apps you use.
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 |
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 |
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 |
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 |
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 |
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 |
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 |
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 |
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:
Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
There will be several updates to After Call Work (ACW). Agents will be able to:
These updates will give you and your agents more control over agent states.
Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
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:
Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
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 |
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 |
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 |
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 |
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:
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 |
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:
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 |
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 |
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 |
The Traffic Insights report will include the following enhancements:
These changes will make the report easier to understand quickly.
Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
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 |
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:
Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to maintain privacy compliance while delivering personalized content to your users.
Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
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 |
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 |
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 |
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 |
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 |
These features will be available with the 8.0 version of IEX WFM Integrated. Contact your CXone Account Representative for more information.
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 |
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:
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 data will be available in the Supervisor Webstation. This will include data on user activities that impact system security, such as:
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 |
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 |
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 |
The current version of EEM is 9.0. In this release, the current version will update to 9.1.
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 |
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 |
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 |
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 |
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 |
Presence Sync and Directory Sync will be available in the UAE and Osaka regions.
Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
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 |
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 |
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:
Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
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 |
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:
Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
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 |
As part of the schedule generation enhancement:
Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
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 |
When creating or editing a bidding template, you will have the option to select how many patterns of each weekly rule are generated.
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 |
You will be able to select between 2 and 7 consecutive days off when creating or editing a weekly rule.
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 |
In this release, the request management capabilities for managers will be enhanced.
Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
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.
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.
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.