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RingCentral Contact Center User Hub | 2024-3 Release
2024-3 Release - User Hub
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.
Global Changes
Location Verification on Login
Currently, a user can log in from any location with the correct credentials. In this release, you will be able to configure allowed locations and assign them to users from the login authenticator profile. This setting will require that the user has the correct credentials and location to be able to log in to Contact Center. If the user's credentials or location are incorrect, the login attempt will fail with an error message.
To enable this feature, you will configure allowed locations on a new Location Definitions page. You will do so by specifying IP address lists, ranges, and subnets. The locations will appear on the login authenticator profile in a new Location drop-down field. From the drop-down, you will be able to choose one location where the assigned agents must log in from.
Configuring a location check will strengthen your system security.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Removed Applications and Features
Product Lifecycle Update for Google Business Messages
Google Business Messages will no longer be supported as of 31 July 2024. You won't be able to receive new messages after 1 July 2024. You will have 30 days to open or close message threads or move them to another messaging option. You should update your welcome message in Google Business Messages so contacts are aware of this change. If you use Google entry points for business messaging, you will need to remove or replace the entry point with another messaging channel by 15 July 2024. Review the official Google documentation for more information on the discontinuation of Google Business Messages.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
New Applications
Click-to-Call
Click-to-Call lets you add a button to your website where visitors can reach one of your live contact center agents using their browser's softphone. This can help you to reduce or eliminate:
- Extra steps to connect to a Sales or Support team.
- Overhead costs, such as service number fees and mobile surcharges.
You can add the Click-to-Call button to your website without advanced coding knowledge. It only requires you to copy in a few lines of code. Click-to-Call is only available for website visitors using a desktop device.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
ACD
Improvements to Campaigns and Agent Messaging Pages
The Campaigns and Agent Messaging pages will have a new look and feel. The basic functionality of these pages won't change. The benefits of the updates include:
- Reduced loading time
- Increased security
- Updated and modernized page design
The URLs for these pages will also change. You will need make sure the new URLs are on your allowlist.
- Campaigns:
- /acd/#/admin/campaigns
- /acd/#/admin/campaigns/create
- /acd/#/admin/campaigns/x
- Agent Messages:
- /acd/#/communication/agent-messages
- /acd/#/communication/agent-messages/create
- /acd/#/communication/agent-messages/x
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Browser Inactivity Timeout Setting
Currently, your system browser inactivity timeout setting can only be changed by NICE. This setting ends an agent's session in a Contact Center agent application when they've been inactive for a certain amount of time. In this release, you will be able to change this setting in the business unit profile using two new fields:
- Logout Agent with Browser Inactivity: Will enable the browser inactivity timeout feature.
- Browser Inactivity Timeout: Will set the timeout threshold. You will enter the number of seconds an agent can be inactive before Contact Center ends their session. The minimum setting will be 150 seconds, and the maximum will be 7200 seconds. Numbers outside this range will produce an error and you won't be able to save your business unit profile.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
ACD Routing
Channel Lock Setting for Users and Teams
Currently, agents configured in Omnichannel Delivery Mode are subject to an AND type of configuration. For example, an agent configured with a Total Contact Count of 3 can receive one voice and two chat interactions at the same time. This often leads to overworked agents.
In this release, a new Channel Lock setting will break the AND methodology by temporarily locking an agent to the channel they're currently handling. If the agent has a Total Contact Count of 3, they will now be able to treat these channels with more independence. The agent can now receive one voice OR two chat interactions, but not both at the same time. When the agent's interactions have ended, the lock will end. The agent will then be able to receive interactions from any configured channel.
This feature will allow your agents to handle time-sensitive interactions like chats and phone calls without becoming overworked.
To use this feature, you must have dynamic delivery enabled for your environment. The team or user profile you're configuring must have Omnichannel set as the Delivery Mode. User settings override team settings.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Enhancements to Advanced Routing
Advanced routing will receive the following improvements:
- Increased group sizes for higher scalability.
- Tenant administration for multiple routing attributes.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
Regional Expansion
Advanced routing features will become available in two new regions: Europe and Australia. Advanced routing features include Enlighten AI Routing, dynamic delivery, routing attributes, and bullseye routing.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
ACD Channels
Ability to Use Alphanumeric SMS Codes
Currently, you can only use numeric SMS codes. In this release, you will also be able to use alphanumeric codes. Alphanumeric codes will allow you to use a mix of letters and numbers in your code. Some countries, like Ireland, require alphanumeric SMS codes. This update will allow you to use SMS in more countries.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Admin
Location Definitions Page
A new Location Definitions page will let you create location profiles. Currently, the only supported functionality for this feature is to restrict logins by IP address.
For more details, select the Global Changes filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Hide Agent Activities for CXone Supervisor
A new permission, Hide Agent Activities, will be added under Supervisor > General Permissions. When enabled, supervisors will not be able to see the agent activities.
Currently, when supervisors click a row under the Agents tab, they can see the agents' activities in the Activity tab. In this release, the availability of the agents' activity will depend on the Hide Agent Activities permission assigned to them.
For more details, select the CXone Supervisor filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
CXone Agent
Elevate Interactions
Agents will be able to elevate an interaction from one channel to another. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. They will be able to elevate:
- Digital interactions to voice.
- Voice interactions to digital channels.
- Digital interactions to different digital channels. For example, they could elevate an interaction from WhatsApp to Facebook.
This will make interactions seamless. It will also simplify reporting. The entire interaction will be connected to one interaction ID. There will be individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Enhancements to Voice Preference
The following changes will be made to the voice preference functionality:
- Remember Voice Preference: A checkbox called Remember Preference will be added to the Voice Preferences window that appears when agents log in. If an agent selects Remember Preference, CXone Agent will remember the voice option they selected and use it in the future to log them in, skipping the Voice Preferences window. Additionally, if they selected Set Phone Number or Set Station ID as their voice preference, CXone Agent will remember the phone number or station ID they entered.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Download All Email Attachments
Agents will be able to select the option to Download all attachments from an email. The attachments will download as a ZIP file.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Keyboard Shortcuts for Accessibility
Keyboard shortcuts will be available in CXone Agent. All supported keyboard shortcuts will be listed on a new tab in Settings.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Enhancements to the CRM Integration Experience
The following changes will be made to the CRM integration experience for CXone Agent:
- Data Memorialization for Digital on Transfer or Unassign: Currently, data memorialization is triggered for a digital interaction when the agent changes the interaction's status to Closed. If the interaction is transferred, data memorialization is not executed for the first agent's part of the interaction. In this release, data memorialization will be triggered when the agent transfers the interaction or unassigns it from themselves. It will be executed for the entire interaction.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
- Dynamic Data Mapping for All Fields in ServiceNow: Currently, you can only configure dynamic data mappings for ServiceNow fields that can be edited. In this release, you'll be able to configure them for all ServiceNow fields, such as Case Number, Contact, and Name. This will allow you to display more information to agents.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
- Improved Sorting for CRM Configurations: Currently, the CRM configurations listed in Agent Integrations in Contact Center are sorted by ID number. In this release, they will be sorted alphabetically by name. This will make finding CRM configurations easier.
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On deploy |
Enhancements to Outcomes UI/UX
The following changes will be made to the outcomes user interface:
- Bottom Panel Removed: Currently, you can access the Outcomes window by clicking the Outcomes panel that appears at the bottom of CXone Agent. In this release, that bottom panel will be removed. Instead, you can access the Outcomes window by clicking Outcome in the interactions menu.
- Larger Outcomes Window: The Outcomes window will be larger. This will make longer Notes entries, particularly summaries generated by Enlighten AutoSummary, easier to read.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
View Rich Message Content
Currently, rich message content does not display to agents in the interaction space. Instead, fallback text is displayed. In this release, rich content will display to agents. This will enable them to see what contacts see.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Noise Cancellation
The voice control panel includes controls for Noise Cancellation. The controls let agents reduce the background noise and echoes on either side, or both sides, of a phone call. Removing noise like other voices, traffic, and typing makes calls more professional. It also enables agents to better focus on their calls.
This is only available for environments with Noise Cancellation enabled.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
CXone Agent SDK
You can utilize the same SDK used to build CXone Agent. This SDK is a group of back-end components that provide the agent-contact functionality. This lets you build your own agent application or use the components for your unique use case. The SDK components let your developers easily add back-end agent-contact functionality, letting them focus on the front-end design.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On deploy |
CXone Agent Embedded
Support for Hyperforce
You will be able to embed CXone Agent Embedded into Hyperforce, the next-generation infrastructure architecture in Salesforce.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Elevate Interactions
Agents will be able to elevate an interaction from one channel to another. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. They will be able to elevate:
- Digital interactions to voice.
- Voice interactions to digital channels.
- Digital interactions to different digital channels. For example, they could elevate an interaction from WhatsApp to Facebook.
This will make interactions seamless. It will also simplify reporting. The entire interaction will be connected to one interaction ID. There will be individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Enhancements to Voice Preference
The following changes will be made to the voice preference functionality:
- Remember Voice Preference: A checkbox called Remember Preference will be added to the Voice Preferences window that appears when agents log in. If an agent selects Remember Preference, CXone Agent Embedded will remember the voice option they selected and use it in the future to log them in, skipping the Voice Preferences window. Additionally, if they selected Set Phone Number or Set Station ID as their voice preference, CXone Agent Embedded will remember the phone number or station ID they entered.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Download All Email Attachments
Agents will be able to select the option to Download all attachments from an email. The attachments will download as a ZIP file.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Keyboard Shortcuts for Accessibility
Keyboard shortcuts will be available in CXone Agent Embedded. All supported keyboard shortcuts will be listed on a new tab in Settings.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Enhancements to the CRM Integration Experience
The following changes will be made to the CRM integration experience for CXone Agent Embedded:
- Choose Records for Screen Pop: Currently, only single match records automatically appear as screen pops in your CRM. This occurs when a Search workflow retrieves only one record. In this release, you will be able to have any pinned record appear as a screen pop. Setup for this feature will happen in the Studio script. You will be able to add a line of code to the SNIPPET action for any workflow to have that record appear as a screen pop:
createPayload.screenPops = "true"
This will allow you to customize your CRM integration experience.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
- Data Memorialization for Digital on Transfer or Unassign: Currently, data memorialization is triggered for a digital interaction when the agent changes the interaction's status to Closed. If the interaction is transferred, data memorialization is not executed for the first agent's part of the interaction. In this release, data memorialization will be triggered when the agent transfers the interaction or unassigns it from themselves. It will be executed for the entire interaction.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
- Dynamic Data Mapping for All Fields in ServiceNow: Currently, you can only configure dynamic data mappings for ServiceNow fields that can be edited. In this release, you'll be able to configure them for all ServiceNow fields, such as Case Number, Contact, and Name. This will allow you to display more information to agents.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
- Improved Sorting for CRM Configurations: Currently, the CRM configurations listed in Agent Integrations in Contact Center are sorted by ID number. In this release, they will be sorted alphabetically by name. This will make finding CRM configurations easier.
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On deploy |
Enhancements to Outcomes UI/UX
The following changes will be made to the outcomes user interface:
- Bottom Panel Removed: Currently, you can access the Outcomes window by clicking the Outcomes panel that appears at the bottom of CXone Agent Embedded. In this release, that bottom panel will be removed. Instead, you can access the Outcomes window by clicking Outcome in the interactions menu.
- Larger Outcomes Window: The Outcomes window will be larger. This will make longer Notes entries, particularly summaries generated by Enlighten AutoSummary, easier to read.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
View Rich Message Content
Currently, rich message content does not display to agents in the interaction space. Instead, fallback text is displayed. In this release, rich content will display to agents. This will enable them to see what contacts see.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
CXone Agent for Microsoft Teams
Elevate Interactions
Agents will be able to elevate an interaction from one channel to another. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. They will be able to elevate:
- Digital interactions to voice.
- Voice interactions to digital channels.
- Digital interactions to different digital channels. For example, they could elevate an interaction from WhatsApp to Facebook.
This will make interactions seamless. It will also simplify reporting. The entire interaction will be connected to one interaction ID. There will be individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Enhancements to Voice Preference
The following changes will be made to the voice preference functionality:
- Remember Voice Preference: A checkbox called Remember Preference will be added to the Voice Preferences window that appears when agents log in. If an agent selects Remember Preference, CXone Agent for Microsoft Teams will remember the voice option they selected and use it in the future to log them in, skipping the Voice Preferences window. Additionally, if they selected Set Phone Number or Set Station ID as their voice preference, CXone Agent for Microsoft Teams will remember the phone number or station ID they entered.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Download All Email Attachments
Agents will be able to select the option to Download all attachments from an email. The attachments will download as a ZIP file.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Keyboard Shortcuts for Accessibility
Keyboard shortcuts will be available in CXone Agent for Microsoft Teams. All supported keyboard shortcuts will be listed on a new tab in Settings.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Enhancements to the CRM Integration Experience
The following changes will be made to the CRM integration experience for CXone Agent for Microsoft Teams:
- Data Memorialization for Digital on Transfer or Unassign: Currently, data memorialization is triggered for a digital interaction when the agent changes the interaction's status to Closed. If the interaction is transferred, data memorialization is not executed for the first agent's part of the interaction. In this release, data memorialization will be triggered when the agent transfers the interaction or unassigns it from themselves. It will be executed for the entire interaction.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
- Dynamic Data Mapping for All Fields in ServiceNow: Currently, you can only configure dynamic data mappings for ServiceNow fields that can be edited. In this release, you'll be able to configure them for all ServiceNow fields, such as Case Number, Contact, and Name. This will allow you to display more information to agents.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
- Improved Sorting for CRM Configurations: Currently, the CRM configurations listed in Agent Integrations in Contact Center are sorted by ID number. In this release, they will be sorted alphabetically by name. This will make finding CRM configurations easier.
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On deploy |
Enhancements to Outcomes UI/UX
The following changes will be made to the outcomes user interface:
- Bottom Panel Removed: Currently, you can access the Outcomes window by clicking the Outcomes panel that appears at the bottom of CXone Agent for Microsoft Teams. In this release, that bottom panel will be removed. Instead, you can access the Outcomes window by clicking Outcome in the interactions menu.
- Larger Outcomes Window: The Outcomes window will be larger. This will make longer Notes entries, particularly summaries generated by Enlighten AutoSummary, easier to read.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
View Rich Message Content
Currently, rich message content does not display to agents in the interaction space. Instead, fallback text is displayed. In this release, rich content will display to agents. This will enable them to see what contacts see.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
CXone Agent Integrated
Elevate Interactions
Agents will be able to elevate an interaction from one channel to another. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. They will be able to elevate:
- Digital interactions to voice.
- Voice interactions to digital channels.
- Digital interactions to different digital channels. For example, they could elevate an interaction from WhatsApp to Facebook.
This will make interactions seamless. It will also simplify reporting. The entire interaction will be connected to one interaction ID. There will be individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Enhancements to Voice Preference
The following changes will be made to the voice preference functionality:
- Remember Voice Preference: A checkbox called Remember Preference will be added to the Voice Preferences window that appears when agents log in. If an agent selects Remember Preference, CXone Agent Integrated will remember the voice option they selected and use it in the future to log them in, skipping the Voice Preferences window. Additionally, if they selected Set Phone Number or Set Station ID as their voice preference, CXone Agent Integrated will remember the phone number or station ID they entered.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Download All Email Attachments
Agents will be able to select the option to Download all attachments from an email. The attachments will download as a ZIP file.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Keyboard Shortcuts for Accessibility
Keyboard shortcuts will be available in CXone Integrated. All supported keyboard shortcuts will be listed on a new tab in Settings.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Enhancements to the CRM Integration Experience
The following changes will be made to the CRM integration experience for CXone Agent Integrated:
- Data Memorialization for Digital on Transfer or Unassign: Currently, data memorialization is triggered for a digital interaction when the agent changes the interaction's status to Closed. If the interaction is transferred, data memorialization is not executed for the first agent's part of the interaction. In this release, data memorialization will be triggered when the agent transfers the interaction or unassigns it from themselves. It will be executed for the entire interaction.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
- Dynamic Data Mapping for All Fields in ServiceNow: Currently, you can only configure dynamic data mappings for ServiceNow fields that can be edited. In this release, you'll be able to configure them for all ServiceNow fields, such as Case Number, Contact, and Name. This will allow you to display more information to agents.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
- Improved Sorting for CRM Configurations: Currently, the CRM configurations listed in Agent Integrations in Contact Center are sorted by ID number. In this release, they will be sorted alphabetically by name. This will make finding CRM configurations easier.
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On deploy |
Enhancements to Outcomes UI/UX
The following changes will be made to the outcomes user interface:
- Bottom Panel Removed: Currently, you can access the Outcomes window by clicking the Outcomes panel that appears at the bottom of CXone Agent Integrated. In this release, that bottom panel will be removed. Instead, you can access the Outcomes window by clicking Outcome in the interactions menu.
- Larger Outcomes Window: The Outcomes window will be larger. This will make longer Notes entries, particularly summaries generated by Enlighten AutoSummary, easier to read.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
View Rich Message Content
Currently, rich message content does not display to agents in the interaction space. Instead, fallback text is displayed. In this release, rich content will display to agents. This will enable them to see what contacts see.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
API
Bring Data from Non-Contact Center ACDs into WFM via JAVA SDK
A new group of APIs will let you send real-time and historical data from non-Contact Center ACDs to WFM. The APIs will be consumed via a JAVA software development kit (SDK). These APIs will let you:
- Process data for the intraday manager and forecast generation.
- Process and store agent activity data that will be used in adherence calculation.
- Monitor connection between ACD and WFM.
- Process agent activity data to display current agent activity.
- Display the current agent state.
- Get the non-Contact Center ACD name.
- Handle API authentication.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
CXone Agent SDK
You will be able to utilize the same SDK used to build CXone Agent. This SDK is a group of back-end components that provide the agent-contact functionality. This will let you build your own agent application or use the components for your unique use case. The SDK components will let your developers easily add back-end agent-contact functionality, letting them focus on the front-end design.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On deploy |
New ACD API Version
The current version of ACD APIs updated to v31 in the 24.3 release.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Data Types Change in Responses from /dnc-groups
The data types of several fields in the GET and POST /dnc-groups API will change:
| RESPONSE FIELD | EXISTING DATA TYPE | NEW DATA TYPE |
| dncGroupId | String | Integer |
| validRecords | String | Integer |
| isActive | String | Boolean |
| isRemoved | Integer | Boolean |
| Customer Request | ✖ |
UI Change | ✖ | Availability | GA On deploy |
Admin API Updates
- Version 31 of the GET /agents/skills endpoint has two new filters, IsAgentActive and IsActive. These let you retrieve active skill mappings more efficiently.
- Version 31 of the POST /agents/teams endpoint now has a description parameter.
- Updated permissions for authorization of version 26.0 of GET /agents/get-activesupervisors. Previously, SupervisorAgentTab: View permission was required. Now, Monitoring: Monitor is required to use this API.
| Customer Request | ✖ |
UI Change | ✖ | Availability | GA On deploy |
Enhanced Security for UserHub APIs
Several UserHub APIs now require authorization. This enhances the security of your application using the APIs. The following table displays existing APIs without authorization and the correlating API that you can use as a substitute, which are more secure. It also includes the required permissions to use the secure API. If you are using an insecure API, you may want to update and use the secured version.
| Insecure API | Secured API |
/user/getById/{userId} GET /user-management/v1/users/{userId} GET /user-management/v2/users/{userId} GET |
/user-management/v3/users/{userId} GET Required Permissions: "user:view", "user:my:view" |
/user-management/v1/teams/search POST (Search team by Filter) /user-management/v2/teams/search POST (Search team by Filter) /user-management/v3/teams/search POST (Search team by Filter) |
/user-management/v4/teams/search POST Required Permissions: "Teams:View" |
/user-management/v1/teams POST (Create New team) /user-management/v2/teams POST (Create New team) |
/user-management/v3/teams POST Required Permissions: "Teams:Create" |
/user-management/v1/teams/{teamId} GET (Get team By ID) /user-management/v2/teams/{teamId} GET (Get team By ID) |
/user-management/v3/teams/{teamId} GET Required Permissions: "Teams:View" |
/user/invite POST (this was invite with user emails in request) /user-management/v1/users/invite POST (this was invite with user ids in request) |
/user-management/v2/users/inviteByEmail POST /user-management/v2/users/inviteById POST Required Permissions: "user:invite" |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
New Channel Lock Parameter
A new channelLock parameter was added to several Agent and Team APIs. This allows you to enable or disable the Channel Lock setting for an ACD user or team. Channel locking pertains to the method of dynamic contact handling. It enables the user or team to handle multiple interactions within the same channel type. This parameter was added to v31 of the following APIs:
- GET /agents
- POST /agents
- PUT /agents
- GET /agents/{agentId}
- PUT /agents/{agentId}
- GET /teams/{teamId}
- GET /teams
- GET /teams/{teamId}/agents
- PUT /teams/{teamId}
- POST /teams
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Bot Builder
Native Options Migrating from API Integrations to Scripts via Skill Store
Bot Builder has integrations with Contact Center and other products built into it. This includes CXone Expert, CXone Suite, Digital Experience, CXone Studio, and Salesforce. Currently, these options are available on the APIs tab in Bot Builder. In this release, they will be available as skills you can add from the Bot Builder Skill Store.
Bots that currently use affected API integration options will not be impacted. They will remain in your bot's configurations. However, any new integrations must be made from the Skill Store.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
CXone Coaching
Add Links
Under Resources, a dedicated section for adding links will be added. Coaches will now be able to add links to the coaching session. This will enhance the coaching experience and give the coach and agent direct access to additional resources.
Currently, you can add only attachments, interactions, and evaluations to the coaching session. In this release, you will also be able to add links along with other existing resources.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Add Metrics
Coaches will be able to add metrics to the coaching session, which will help measure coaching effectiveness. Coaching effectiveness is a measure to gauge the effectiveness of the coaching session.
This feature is supported only for users with the CXone Performance Management Insights (New) license.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
CXone Dashboard
New Widget in CXone Dashboard
This release will add a new QM widget.
- Evaluations and Coaching Trend widget for the new CXone Coaching: This widget will let evaluators and coaching managers keep track of how the scores for selected agents change over time. It will also show when coaching sessions are planned within the new CXone Coaching application for these agents. By looking at how scores change along with the coaching session, managers will see how well their coaching is working.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Filtering Digital Experience and Omnichannel metrics by Digital Channels
You will be able to filter both Digital Experience metrics and Omnichannel metrics using specific digital channels. You will be able to use this filtering through the Channel data attribute available in the metrics widget settings.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On toggle |
Enhanced Widget Control for CXone Dashboard Viewers
Agents with dashboard viewer permissions will be able to adjust widget positions and sizes within the dashboard. This flexibility will allow them to tailor the dashboard to their specific roles and skills. Any changes made by dashboard viewers will be saved for future use. However, when the dashboard owner saves a new change, it will override any changes made by viewers.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Enhancement in Agent State Visualization
The colors and states of agent-related widgets will be aligned with the old Dashboard. A new state, Dialer, will be introduced. The affected widgets include Agent List and agent zoom-related widgets like Agent State Counter and Agent State Summary. The calculation of the Agents Unavailable and Longest Unavailable metrics will also be impacted.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Penalty Scores of Agents in Quality Management Widgets
The Quality Score and Evaluation and Coaching Events widgets will now display negative scores for agents or teams when critical questions go unanswered. This enhancement allows for more precise and accurate evaluations at the agent level.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On deploy |
DEVone Integrations
A5 Solutions
Custom WhatsApp Integration
A5 Solutions will offer a custom WhatsApp integration with Contact Center. This integration will solve the following issues:
- Setting up and managing thousands of agent WhatsApp accounts, including personal WhatsApp accounts.
- Tracking conversations when agents use personal WhatsApp accounts. This is mandatory for complying with certain SEC regulations and avoiding fines.
- Creating workflows based on certain types of messages, such as:
- Prompting responses from inactive contacts, like if they did not respond to certain messages in a certain amount of time, if they didn't read a message, and so forth.
- Automating ticket creation in your CRM system.
A5 Solutions is part of the DEVone Reseller Marketplace program. Contact your Contact Center Account Representative or visit the CXexchange Marketplace for more information.
| Customer Request | ✖ | UI Change | ✖ | Availability | CR On deploy |
Interact CX
New Product Introduction: ConnectLingua Real Time Audio Translation
ConnectLingua will use advanced AI technologies to create a seamless voice communication experience between agents and contacts. With advanced voice recognition and real-time translation features, ConnectLingua will be a cost-effective replacement for your human-based Over-the-Phone Interpretation (OPI) services. It will let your agents serve contacts in over 65 languages and 90 dialects, using AI as a live translation service for voice, email, digital, SMS, and voicemail interactions. The following are highlights of ConnectLingua:
- Extensive Multilingual Support: Available in 65+ languages and 90+ dialects, facilitating global interactions and ensuring comprehensive language support.
- Customizable Interface with Add-Ons: Allows customizable agent interface with additional features like quick replies, post-call summarization, sentiment analysis, and more.
- Open Integration Platform: Easy to integrate with compatible CRMs like Salesforce, Microsoft Dynamics, ServiceNow, and others. ConnectLingua will feed real-time transcriptions, summary, sentiments, and other data points.
- Bring Your Own Channel Digital Integrations: Supports integration with Digital Experience Bring Your Own Channel APIs.
ConnectLingua Voice Translation is based on scalable microservices. ConnectLingua is also designed to be accessible for hearing- and speech-impaired agents.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
New Product Introduction: ConnectLingua AI Copilot
ConnectLingua AI Copilot will be an agent augmentation suite that leverages NICE Agent Assist Hub. It will provide real-time monitoring and guidance with its multiple intelligent automation. ConnectLingua AI Copilot will function with voice, email, digital, SMS, and voicemail channels to provide detailed analytics and conversational insights. The following are highlights of ConnectLingua AI Copilot:
- Audio Transcription in 85+ Languages: Transcribes audio from contact interactions into text format with high accuracy across more than 85 languages in multiple dialects.
- AI Workflow Based Guidance: Guides agents through structured steps, integrating with existing knowledge bases for efficient workflow management.
- Sentiment Analysis: Alerts supervisors and managers with sentiment analysis relying on profanity detection, high-pitch tones, and semantics for both real time and post call.
- Summarization: Automatically generates concise summaries of lengthy interactions using text summarization algorithms, which also support PII redaction.
- Generative AI Based Features:
- Next Best Action: Provides agents executable next steps, recommended by conversational intents.
- Automated After Call Work: Automates post-call tasks by summarizing conversations, tagging contact information, and categorizing engagements as dispositions.
- Keyword Detection: Identifies relevant keywords to enhance agent response accuracy and provide post-call conversational insights.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
New Product Introduction: Proxy Tunnel Service Manager (PTSM)
PTSM automates proxy tunnel delivery for virtual agent and digital channel integrations with Contact Center. The following are highlights of the service manager:
- Bring Your Own Bot: PTSM BYOB enables seamless integration of virtual agents into NICE Agent Assist Hub. Additionally, the autopilot feature offers functionality over both voice and digital channels.
- Bring Your Own Channel: PTSM BYOC automates development and deployment for digital channel integration with NICE Digital Experience. Digital channels include LINE, WeChat, KakaoTalk, websites, home-grown channels, and more.
- PTSM Features:
- Customized Solutioning: Meets your unique business needs such as the addition of specific features.
- Rich Media Support: Unlocks a new dimension of communication with RCS, quick replies, audio messages, video messages, images, and more.
- Geographically Tailored Proximity Deployments: Reduces latency, ensures compliance, and increases reliability by using geographically strategic locations and distributing services across regions.
PTSM automates integration of virtual agents and digital channels with Contact Center. It will offer custom solutions, rich media support, and optimized performance through geographically tailored deployments.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Digital Experience
Studio Updates
You will be able to use the ONSIGNAL, ONDATA, ONRESKILL, and INDICATE actions in digital scripts. A new action called GET TAGS will also be available for use with digital scripts.
For more details, select the Studio filter on the top right.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
UI Text Change in Navigation Menu
In the 24.2 release, Digital First Omnichannel became Digital Experience. Currently, the Contact Center left navigation still shows DFO. In this release, the Contact Center left navigation will show Digital instead.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Enhancements to OAuth for BYOC
Enhancements will be made to OAuth 2.0 to improve security for interactions that occur through Bring Your Own Channel. Outbound interactions will include an MTLS (Mutual Transport Layer Security) certificate to ensure mutual authentication. This will verify the identity of both the contact and the server sending the message.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On toggle |
Access CXone Data Share with Predefined SQL
If you have a Snowflake account, you will be provided predefined SQL code to manage your data. This will allow you to learn about the relationships between the Views in CXone Data Share. The predefined SQL code will let you to access data results similar to what you can view in BI (Business Intelligence) and Standard reports. This will enable you to extract data to your own data stores. You will then be able to query your own data instead of repeatedly querying Snowflake with the same SQL code. This will save you the additional expense you would incur querying Snowflake.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Chat Window Redesign
More updates will be made to the recently redesigned chat window. These updates will provide parity of features and appearance between Guide and existing chat options. These updates are available to new users providing digital chat through CXone Guide. If you are an existing customer using chat through Digital Experience and want to access these design updates, contact your CXone Account Representative.
Enhancements in this release include the following elements:
- Queue counter design
- File attachment
- Chat window display
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
Mention Tags for LinkedIn
Contact Center will create a case when a user mentions your organization's page from their LinkedIn page. Mentions will include LinkedIn posts and comments. You will need to enable Mention Sync for the LinkedIn channels you want to monitor with this feature. This update will help you see how your organization is perceived by users on LinkedIn. It will also let agents respond to mentions on your page or other pages.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Configure Email Ticket Number
You will be able to decide whether the ticket number goes before or after the subject line. You will also be able to configure how brackets appear around the email ticket number. Your configurations will take effect for all new interactions after they are saved. This will help prevent CRMs and ordering systems from misreading ticket numbers.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On deploy |
Product Lifecycle Update for Google Business Messages
Google Business Messages will no longer be supported as of 31 July 2024. You won't be able to receive new messages after 1 July 2024. You will have 30 days to open or close message threads or move them to another messaging option. You should update your welcome message in Google Business Messages so contacts are aware of this change. If you use Google entry points for business messaging, you will need to remove or replace the entry point with another messaging channel by 15 July 2024. Review the official Google documentation for more information on the discontinuation of Google Business Messages.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
CXone Agent SDK
You will be able to utilize the same SDK used to build CXone Agent. This SDK is a group of back-end components that provide the agent-contact functionality. This will let you build your own agent application or use the components for your unique use case. The SDK components will let your developers easily add back-end agent-contact functionality, letting them focus on the front-end design.
| Customer Request | ✓ |
UI Change | ✖ | Availability | CR On deploy |
Autopilot
Integrate Autopilot with CXone Expert
You will be able to integrate Autopilot with your knowledge base (KB) articles in CXone Expert. With this integration, Autopilot will be able to use information from KB articles to help answer the contacts' questions. It will also be able to share the following from your CXone Expert knowledge base:
- KB articles
- Links
- Images
If the contact doesn't find the information helpful, Autopilot will forward their interaction to a live agent.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On deploy |
Autopilot Knowledge
New Regional Availability
Autopilot Knowledge will be available in the regions of Canada, Australia, United Kingdom, and Europe. However, the UI and supported languages will continue to be English only. Additionally, CXone Expert will continue to be hosted in North America and Europe.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On deploy |
Permissions-Based Access to Knowledge Articles
You will be able to limit the knowledge articles that CXone Expert can send to the user interacting with the bot. To do this, you will pair authorized user accounts with roles and permissions in CXone Expert. The user's authorization token will be passed to CXone Expert, which responds with only the articles the user has access to based on their permissions.
This feature will work with any identity provider (IDP) that CXone Expert supports . This feature gives you greater control over who can access CXone Expert articles when using it with Autopilot Knowledge.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On toggle |
Enlighten AutoSummary
AutoSummary Supported for Digital Interactions
AutoSummary will be available for all interactions that occur on digital messaging channels except for CXone email. Summaries of what occurred during the entire conversation will be included in agent notes after the case status is marked Closed or Resolved. This means summaries will include all segments of an interaction, including transfers. Legacy ACD chat, SMS, and email will not support AutoSummary.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Improvements to Summary Accuracy
These enhancements will be made to improve the accuracy of interaction summaries:
- Improved support for long interactions.
- Configurable summarization length.
- More precise descriptions of sentiment and resolution status. You will be able to choose whether you want these metrics mentioned in summaries.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Generative AI Supported in All Regions
Generative AI through Azure GPT will be available in these regions:
- Australia
- Canada
- United Kingdom
- Germany
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Enlighten Copilot for Agents
Email Channel
Copilot for Agents will be available for CXone email. To help agents handle email interactions, Copilot for Agents will generate:
- Email responses: Copilot for Agents will gather a list of topics from the email thread and present that list to the agent. When the agent clicks Generate, it will generate a response based on those topics and pop it into the response field. The agent can then edit the response if needed.
- KB answers: Copilot for Agents will generate KB answers using articles in your CXone Expert knowledge base.
This will expand the reach of Copilot for Agents, improving AHT and customer satisfaction for email interactions.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Additional Private Digital Channels
Copilot for Agents will be available for private messages on these digital channels:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Customize KB Answers Based on Article Privacy
Currently, Copilot for Agents uses both private and public CXone Expert articles to generate KB answers. In this release, you will be able to:
- Separate private content from public content. This will present text responses from private CXone Expert articles in a separate section of the KB answer card. You will be able to configure the private section's title and tool tip to alert agents that the information is for internal use only. You will also be able to hide the Insert and Send Article options for private text content, links, and images.
- Keep private and public content combined. This will present a single KB answer text response from a mix of public and private CXone Expert articles.
- Tell Copilot for Agents to only use public articles to generate KB answers.
- Tell Copilot for Agents to only use private articles to generate KB answers.
This will allow you to customize the KB answer experience based on article privacy.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
New Regions: Australia, Canada, Europe, and the UK
Currently, Copilot for Agents is only available in the US and in US English. In this release, it will be available in Australia, Canada, Europe, and the UK. International English will be available for voice transcription and content generation.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Support for Brazilian Portuguese
Enlighten Copilot for Agents is now available in Brazilian Portuguese. You can select it in the Language drop-down in the Copilot for Agents profile.
This feature will be available later in the release cycle.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On deploy |
CXone Guide
Engagement Rule Builder
You will be able to create Guide engagement rules using the new rule builder. To access the rule builder, you will need to click the app selector and select Guide. The rule builder will provide several prebuilt actions and conditions that you can search to quickly create an engagement rule.
Any rules you created previously will also be available in the new rule builder. The legacy ACD > GUIDE > Engagement Rules and ACD > GUIDE > Engagement Actions pages will remain for the time being but will be removed in a future release.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Monitor Success of Proactive Offer Call to Action Buttons
When you create a proactive offer, you can define up to three call to action buttons. When using CXone Dashboard, you will be able to track how often visitors interact with these buttons by using the CTA Name data attribute filter in the Metrics Summary and Metrics Interval widgets.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Interaction Analytics
Category Sets Moved to Language Model Page
Currently, you can configure category sets (templates) under Templates > Category Templates. In this release, configuration for category templates will move to the Language Model page in IA. This will allow you to create and manage categories in one place.
- Configuration for categories and category sets will move to the Language Model page in IA.
- A new section on the Language Model page called Category Optimization allows you to review and remove empty or duplicate category rules.
- You can no longer apply a category set during dataset creation.
To view these updates, you must click Update Data on the Language Model page to reprocess your account. Reprocessing all of your company's data can take up to several hours. You should finish making any additional updates you want to other Language Model settings before you click Update Data to save and reprocess. Since a reprocess can take a long time to complete, consider when performing this action would be least disruptive. You can view the reprocess status at the bottom of the left navigation menu.
Until you update your data, all previous category UI is visible, but you cannot make any edits to category functionality. IA still gathers data and you can use all other areas of the application except categories.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On toggle |
IA Supported in UAE
Interaction Analytics will be available in the UAE.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Enhancements to Workspace and Widget Filters
- Workspace filters will not override individual widget filter settings. For example, if you filter a widget to show chat interactions and then filter the workspace to show voice, the widget filter doesn't change.
- Workspace filters will no longer limit filter options for widgets. For example, if you filter a workspace to show voice interactions, you could configure a widget to also show chats.
This update will give you greater control over the data displayed in your widgets.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On deploy |
Interactions and Playback
Search by Interaction ID
You will be able to search by Interaction ID, which is a unique ID (UUID) for an interaction. When multiple segments across multiple channels are associated with a single interaction, the segments can have the same Interaction ID. The Interaction ID is not the Segment ID, Contact ID, or Master Contact ID.
A new Interaction ID column will be available in the search results table.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Filter by Disposition Value
You can filter interactions by their disposition value.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
Updated Direction Labels
The filter labels and tooltips for the incoming and outgoing directions have been updated to inbound and outbound.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Support for Enlighten Sentiments
Previously, this feature was in controlled release. In this release, it is generally available.
Interactions search and playback supports Enlighten sentiment levels for a segment as well as analytics-based sentiments. Customer sentiment generated by Enlighten is based on a predictive net promoter score.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On toggle |
Player Enhancements
Experience the next level of recording playback with the New Player, designed to streamline your review and analysis process. The New Player will introduce a suite of enhancements to elevate the user experience:
- Centralized Interaction Information: All pertinent details will be conveniently located in the Player header, providing a cohesive overview at a glance.
- Expanded Viewing Area: Enjoy a more immersive playback experience with a significantly enlarged screen area.
- Revamped Timeline: The upgraded Timeline view will enable superior navigation, complete with highlighted After Contact Work (ACW) time for better tracking.
- Upgraded Icons: Newly designed icons will offer improved visibility and ease of use, ensuring a more intuitive interface.
- Segment-Level Insights: Gain deeper insights with a segment-level view when playing back entire contacts. You will be able to view detailed information for each segment in the Interaction Details tab.
- Unified Action Menu: You will be able to access all necessary actions from a single, streamlined menu, simplifying your workflow.
For those who prefer the familiar, the option to continue using the classic Player will remain available, ensuring a seamless transition.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Multi-ACD (CXone Open)
New Customer SBC for Cisco Telephony Integration
The introduction of the new Customer-Side Session Border Controller (SBC) — AudioCodes, will enhance Cisco telephony integration capabilities. This system will support two configurations:
- IP Phone-based Recording (BiB)
- Network-based Recording (NBR) through Cisco CUBE
This update will provide a broader range of connectivity options, enabling a more seamless and flexible integration with the telephony system.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On deploy |
Certification of CXone Multi-ACD Recording Solution by Cisco
The Multi-ACD recording solution will be officially certified and approved by Cisco for integration with the Cisco CUCM 14 telephony system.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On deploy |
Enhanced Interaction Search
You will be able to search recorded interactions by their External Call ID. This feature will allow users to locate calls using the ID generated by third-party telephony systems, improving the efficiency of interaction retrieval.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
My Zone
Self-Service - Self-Swap in My Zone Weekly Schedule View
This feature will be available for users with the advanced license.
Agents will be able to access self-service - self-swap from the weekly view of the schedule. This enhancement will give agents added advantages including:
- Easy-to-update schedules.
- Better visibility on available self-swap slots.
This capability will improve the agent experience.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Personal Connection
Priority-Based Blending with Speed to Lead Skills
Speed to lead skills route hot leads directly to the calling queue. You will be able to blend speed to lead skills with other outbound and inbound skills. By blending these skills with other skills, contacts will be more evenly distributed to agents who can help them. It will also help agents be more productive.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Block Entire Contact Records After DNC Requests
Currently, when you receive a Do Not Contact (DNC) request, Contact Center only blocks the contact's destination. A phone number or email address is an example of a contact's destination. The contact's record remains in Contact Center. Agents can still contact them through another destination on their record, like a secondary phone number. In this release, Contact Center will be able to block the entire record of the contact if one of their destinations matches the DNC list. This update will help you stay in compliance with the FCC's one to one consent rule .
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
Configure Ring Time Out on Manual Outbound Calls
Currently, the ring time out for manual outbound calls is set at 55 seconds. You cannot edit this time out. In this release, you will be able to edit the ring time out for manual outbound calls. The maximum ring time out will be 180 seconds. This update will allow agents to have more time to reach their contacts.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On deploy |
Updated Skill Control Page
The outbound skill control page will be updated in the following ways:
- It will have a new look and feel similar to most pages in Admin.
- It will provide additional insight into agents, inventory, and ports.
- You will be able to click data in the table to view more specific information. For example, if you click on data in the List Inventory section of the table, you will be able to view the available contacts for that skill. You will also be able to view the agent summary for that skill.
- The notification section will be moved from the bottom of the page to the right side of the page. It will be labeled History instead of Notifications. The History section will record changes that are made on the page. The History section will reset each day at 12:00 AM.
- You will be able to drag and drop columns to different places in the table. When you refresh the page, the columns will return to their default order.
- There will be a new columns tab on the right side of the table. The tab will allow you to hide columns you don't want to view. When you refresh the page, the columns that you hid will be visible again.
- The Calls Made column will only display the total number of calls for that day. The information will reset to 0 each day at 12:00 AM.
- You will be able to modify the dialing ratio for each skill without having to go into individual skill pages. This will save you time as you make configuration changes.
- You will be able to view and update assigned ports on the page.
These updates will make it easier for you to view and modify skills.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
Quality Management
Support Enlighten Sentiments in Quality Flows
While configuring quality plans and auto-response rules, a new option (Enlighten Sentiment) will be available along with the existing one (Sentiment). Enlighten Sentiment is a customer sentiment generated by Enlighten, based on a predictive net promoter score. The net promoter scores are very positive, positive, neutral, negative, or very negative.
This feature will be available only to users with the Quality Management Advanced or Quality Management Premium license.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Support Negative Scoring
With this release, quality scores in Contact Center will also support negative values. For example, you will be able to configure a -1 score for an option of a question.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Rename 'Open' Recording Source to 'Multi-ACD'
The Recording Source drop-down while creating a quality plan will show a CXone Multi-ACD option instead of CXone Open. The CXone Open option in the Recording Source will be renamed to CXone Multi-ACD.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Evaluation Insights
Supervisors can understand their agent performance in a quality evaluation along with recommendations for improvement. A new tab, Evaluation Insights, is added to review the insights and provide feedback.
This feature is supported only for users with the CXone Quality Management Advanced or CXone Quality Management Premium license.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
Reporting
Business Intelligence (BI) Reports
Metric Name Change in Intraday Report
In the Aggregated Raw Data widget of the Intraday report, the Volume Handled metric changed to Volume Answered.
For more details, select the CXone Workforce Management filter on the top right.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On toggle |
CXone Coaching Transactional Report Name Change
The CXone Coaching Transactional report is now called the Coaching Transactional report.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Data Download Reports
Scheduled Report Queuing
Currently, high volumes of scheduled custom and data download reports can cause the reports to time out during processing. In this release, scheduled reports will enter a queue and run successively. This will help reports run more smoothly at high volume times, like at the end of a month or quarter.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On deploy |
Report History Tab
Currently, the Scripts tab on the Schedule Run History Report page shows the history of scheduled data download reports. In this release, it will only contain the reports that ran before 24.3. A new Reports tab will show the scheduled data download reports from after 24.3. The Reports tab will support the differences in data caused by the new scheduled report queuing feature. The Reports tab will eventually replace the Scripts tab.
| Customer Request | ✓ |
UI Change | ✓ |
Availability | GA On deploy |
Custom Reports
Scheduled Report Queuing
Currently, high volumes of scheduled custom and data download reports can cause the reports to time out during processing. In this release, scheduled reports will enter a queue and run successively. This will help reports run more smoothly at high volume times, like at the end of a month or quarter.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On deploy |
Studio
Unless otherwise indicated, the changes listed in this section apply to Desktop Studio and CXone Studio. You can find release notes that apply only to CXone Studio by referring to CXone Studio.
New Action: GET TAGS
A new action called GET TAGS will be available for use with digital scripts. This action will retrieve tags from the contact and the contact's messages. You will be able to use the tags in your script. For example, you could use them to make routing decisions or to branch logic trees in your script. Additionally, you will be able to memorialize the tag data to your CRM.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Support for the ONDATA Action in Digital Scripts
You will be able to use the ONDATA action in digital scripts. This event action triggers when the script receives data from the agent via a custom form built with the RUNAPP or INDICATE actions. This update increases the flexibility of digital scripts in Contact Center.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Support for the ONSIGNAL Action in Digital Scripts
You will be able to use the ONSIGNAL action in digital scripts. This event action triggers when the script receives communications from the SIGNAL action firing in another script, or from a web service. You can use it to start a series of script actions that depend on a specific event occurring first. This update increases the flexibility of digital scripts in Contact Center.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Support for the ONRESKILL Action in Digital Scripts
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Support for the INDICATE Action in Digital Scripts
You will be able to use the INDICATE action to wake up a digital script. This action extends the agent interface with custom functionality. It adds an icon to the agent application that agents can click to initiate the custom function. In this release, you will be able to use it to trigger custom functions in digital scripts.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Upgrade Prompt for Organizations with No Recent Desktop Studio Use
For organizations where Studio has not been accessed in over a year, users will see a prompt message the next time they attempt to log in to Desktop Studio. The message will direct them to use CXone Studio.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
CXone Studio
These release notes apply to the web-based CXone Studio application. For changes that also apply to the Desktop Studio application, refer to Studio.
Search for Scripts
You will be able to filter the Scripts page to search for scripts. The Scripts page will have a search bar at the top, where you will be able to search by script name, action name, or action caption. Additional search options will be added in future releases.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Download and Load Script Trace File
You will be able to download the trace file generated when you perform a script trace. This will allow you to save the files for later reference or to share with other Studio users or Contact Center Account Representatives. You will also be able to load the logs into CXone Studio when you want to view them. Trace files will be in JSON format.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Trace UI Improvements
The following changes will be made to the script trace user interface:
- A search box will be added to the variables list. This will allow you to search for specific variables by name or value.
- The trace output grids will be enhanced with shading on every other row. This will help make it easier to read the information in each row.
- The trace output window will remember its size from the last time you ran a trace.
- A confirmation box will be added to contact termination. This will help prevent you from accidentally ending a live interaction.
- Keyboard navigation will be added to the grids in the trace output.
- The option to copy variable values will be added to the variables list.
- The variables list will be able to be sorted by column.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Context-Sensitive Help
You will be able to press F1 on your keyboard to view an online help page for the action currently selected on the canvas workspace. The page will open in a separate browser tab.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Full Support for the INDICATE Action
Currently, the INDICATE action is available in CXone Studio without the complete set of properties that the action requires for full functionality. In this release, the action will have conditional properties that appear based on selections you make, allowing you to configure the custom behavior that occurs when the agent clicks the icon in the agent application.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Upgrade Prompt for Organizations with No Recent Desktop Studio Use
For organizations where Studio has not been accessed in over a year, users will see a prompt message the next time they attempt to log in to Desktop Studio. The message will direct them to use CXone Studio.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Script Version Control with Promotion Through Development Stages
CXone Studio now has a version control system that allows you to move a script through various stages of development. This allows you to track a script's progress through the development life cycle. By default, there are four stages available: development, testing, staging, and production. Users with administrative permissions can configure which of the stages are available for use in your CXone system. CXone Studio users can promote a script from one stage to the next.
The version control system uses RBAC. This means you can grant access to scripts based on user role according to the stage the script is in. For example, you can allow all Studio users access to development scripts but limit working with production scripts to managers only.
This feature will be available later in the release cycle.
| Customer Request | ✓ |
UI Change | ✓ | Availability | CR On toggle |
Use GitHub as a Version Control System for Script Changes
You can now use GitHub as a version control system. If your organization has more than one line of business, you can define each line of business in CXone Studio and assign a remote GitHub repository to each one. Script changes for scripts in that line of business can be synchronized with the assigned repository.
This feature will be available later in the release cycle.
| Customer Request | ✓ |
UI Change | ✓ | Availability | CR On toggle |
CXone Supervisor
Easy Access to Other Apps
To optimize access to useful applications, CXone Supervisor will now include these additional pages:
- My Tasks (CXone QM)
- Performance Monitoring (CXone QM)
- Search (Interactions)
These pages will be available depending on the licenses for your organization and the permissions assigned to you.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On toggle |
View Agents by Teams
This feature will allow you to group agents by Team to see aggregated agent states per team at a glance. You will be able to expand the teams to see the agents assigned to each team and their information.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On toggle |
Hide Agent Activities
Currently, when you click a row under the Agents tab, you can see the agents activities in the Activity tab. In this release, you will be able to see the agents activity depending on the permission assigned to you.
By default, the Hide Agent Activities permission will be turned off.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On toggle |
Monitoring Enhancement
Currently, if you are monitoring agents using softphones, you must keep the MAX application open. In this release, you don't need to keep the MAX application open to monitor agents.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On toggle |
Workforce Management
Intraday: Updates to Columns in the Volume Metric
With these updates, you will be able to get more data from Intraday.
There will be two more columns:
- Received: This will indicate how many interactions were received during that interval, regardless of whether they were answers.
- Backlog: This will indicate the number of unanswered interactions from the previous interval. If an interaction started at 11:10 and an agent didn't start handling it in that interval, the interaction will be considered in the backlog for the 11:15 interval.
In addition, the Handled column will be renamed to Answered. Answered is a more accurate term because interactions are measured when an agent starts handling them.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agent Configuration: Work Rules for Agents
Each agent will have a work rule assigned to them. These rules will provide more flexibility and control over your agents' scheduling. For example, you can define how many hours each agent can work per week. You will also be able to create work rules for a specific date range. This is useful for when an agent can work more or less during different times of the year, such as during the summer break.
While maintaining a flexible and adaptable workforce, work rules will help:
- Ensure compliance
- Reduce legal risks
- Improve employee satisfaction
- Promote efficient operations
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Adding Time Off: Removal of the Can’t Be Overwritten Option
When adding time off in the Schedule Manager, the Can’t be overwritten by the automatic scheduler option will be removed. When you create a time-off activity, it won't be overwritten if you generate a new schedule.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
WFM Open Integration with Non-CXone ACDs
WFM will enable open integration with LiveVox and non-CXone ACDs.
Supported non-CXone ACDs will include:
- LiveVox
- Twilio
- Zendesk
- Avaya CMS
- Amazon Connect
- Microsoft ACS
- Genesys Pure Cloud
The integrations will support ACDs with 15-minute intervals.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Support for Outbound - Forecasting and Intraday
WFM will support outbound forecasting capabilities.
With this enhancement:
- You’ll have improved control over your blended workforce. This will include both inbound and outbound interactions.
- You’ll be able to create and configure inbound and outbound skills, tailoring forecasts to your specific needs.
- Existing WEM skills can be realigned.
Forecasts will cover:
- Pure outbound skills
- Inbound skills
- Blended skills that involve both interaction types
Furthermore, outbound support will extend to Intraday Management.
This capability will support CXone ACD, LiveVox and non-CXone ACDs that are being supported with this release.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Self-Service - Self-Swap in My Zone Weekly Schedule View
This feature is available for users with the Advanced license.
Agents can now access self-service self-swap from the weekly view of the schedule. This enhancement gives agents added advantages, including:
- Easy-to-update schedules.
- Better visibility on available self-swap slots.
This capability improves the agent experience.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Shift Bidding for Mobile
This feature is available for CXone WFM users with the Advanced license.
Shift Bidding for mobile allows agents to bid on shifts through the CXone WFM mobile app, allowing more flexibility for shift bid management.
Upon accessing the shift bid feature, agents can now view all open bids, detailed patterns, and shift information. A new filter option allows agents to sort bids based on their status, streamlining the selection process. Once a bid is accepted, the agent’s schedule is automatically updated to reflect the changes.
This feature will be available later in mobile app release 3.5.1.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Improvements to Manage Requests
Managers can now approve or decline multi-day requests and multiple requests submitted by an agent for the same day. Enhanced filtering options also allow for more efficient sorting and management of requests.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Remove EM Module Configuration Not in Use for CXone WFM Mobile
All EM module configurations were merged with CXone WFM. So upon selecting EM, CXone WFM customers now receive a message letting them know there is no administration for mobile in this module.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Virtual Agent Hub
External Provider Timeout Setting
Currently, when a third-party virtual agent provider encounters a problem, the Studio script waits for the provider platform to resolve the issue or to send an error. This could cause the contact to wait up to two minutes.
In this release, you will be able to configure a new timeout setting called External Provider Timeout. This will allow you to set the amount of time, between 30 seconds and two minutes, that the Studio script waits for the provider platform to respond. If the timeout is reached, the script will proceed, taking the error branch. This change will help you prevent the contact from experiencing unacceptable delays during an interaction.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
Cumulative Update 2
These are the bugs and known issues that are fixed on this update.
ACD
- Downloading the existing ACD skills from the bulk upload tool produced an error when the system didn't have Personal Connection enabled.
- The audit history for ACD users sometimes failed to generate.
ACD Routing
- In some systems, the IVR stopped playing music for the caller once the call routed to an agent and the Studio script moved on from the Playlog action.
Contact Center Agent Applications
- In systems with preview Personal Connection dialing enabled, the agent leg was disconnected when they clicked Requeue in the preview window.
- When an interaction was transferred, data memorialization didn't work for the receiving agent.
- External directory contact statuses weren't synced in real time.
- When an agent forwarded an email, the text cursor appeared at the end of the editor instead of the beginning.
- The Call from and Call to fields weren't being populated with client credentials in Microsoft Dynamics 365 for OAuth.
- When agents used the Chrome extension with the HubSpot Contact Center Agent integration, incoming calls logged the agent out of the agent application.
- When an agent tried to Reply All to a Digital email, the last email listed in the CC field was not included in the reply.
API
- The /services/v3.0/agents/{agentId}/queues call failed and increased the CPU utilization, resulting in performance issues.
Digital Experience
- The number of cases in the Contact Center Dashboard queue counter widget didn't match the digital CRM count.
Platform
- In rare cases, when an agent tried to log out of the agent application, the process failed. When the agent logged back in, they re-entered the old session that was still attempting to log out.
Cumulative Update 3
These are the bugs and known issues that are fixed on this update.
API
- /skills calls failed in v31.0. (OB-20762)
Contact Center Agent
- Screen pops didn't work correctly in certain instances of Contact Center Agent Embedded.
- When users hovered over custom fields they saw the field ID instead of the field value.
- When users logged in to WebRTC and the Contact Center Agent Chrome extension, the agent leg sometimes wouldn't connect.
- In Contact Center Agent Embedded for Salesforce, screen pops would duplicate across all open tabs when Panel Open in Browser was enabled.
- Agents didn't receive visual notifications when they received chat messages.
IEX WFM Integrated
- Statuses sometimes became stuck, resulting in incorrect data in Adherence reporting.
MAX
- When a contact was transferred, MAX sometimes remained on hold for the agent who should have been released from the call.
- Some quick replies included the word "Null" at the bottom when they were added to outbound email messages.
Reporting
- The single-day view of the Billing report showed Fair Peak and Clipped Peak in the chart legend. Both of those concepts had previously been removed from Contact Center. Fair Peak and Clipped Peak have been removed from the chart legend, the Clipped column has been removed from the report, and the Fair Peak header in the chart grid view has changed to Agent Peak.
- The Custom CDR Extra data download report returned a “504 timeout” error.
- Refusals for chat and work item contacts were not always properly reflected in the Agent State History report.
Studio
- When users tried to save changes to a script that contained the OnPageOpen action, they received an error.
- The PAGE action wasn't correctly opening and closing screen pops in Contact Center Agent.
Cumulative Update 4
These are the bugs and known issues that are fixed on this update.
ACD Routing
- Updating an ACD User profile changed the team default setting.
- In certain systems, an event caused contacts not to route to agents. Changes have been made to prevent future occurrences.
Contact Center Agent
- Custom form screen pops didn't close when agents successfully submitted them.
- When agents clicked Save & Close in the Microsoft Dynamics application, a Contact Center Agent logout confirmation window appeared.
- When agents were responding to an email and then accepted an interrupting call, the last few lines they had typed in the email response area disappeared.
- When an agent consulted with and then transferred a call to another agent, the receiving agent's call controls disappeared.
- Agents using softphone didn't have a hold time counter.
- When an agent was in the small view, the Accept and Reject buttons weren't available for callbacks.
- When the ability to place a conference call on hold was enabled, agents resuming any held call were still recorded as being on hold instead of switching to an active status.
- Agents sometimes received an error when clicking the Send Approval button, even when they had the correct permissions
- When a Personal Connection call was delivered to an agent, the active contact lost focus and agents had to click to open screen pops.
API
- In v23, contact/state-history calls displayed the wrong time zone for lastPollTime.
- /skills calls failed in v31.0.
- Updating an ACD User profile sometimes changed the team default setting
Digital Experience
- The chat queue indicator displayed to the contact was sometimes incorrect. Refreshing it set the queue number to 99.
- In certain systems, CXone Dashboard widgets were showing lower Digital Experience volumes than they should have.
Reporting
- The reporting data wasn't populating in the Skill Summary widget in CXone Dashboard.
- In the Agent Summary by Day data download report, the values for Outbound_Time and ACD_Time were incorrect.
- CXone recordings weren't loading in the Contact History report when the user's browser was set to a language where dates use commas instead of periods.
- The Transfers data download report included contacts that hadn't been transferred.
- The Custom CDR Extra data download report returned a 504 timeout error.
- The Active Contacts report didn't always match the active contacts that were returned by the GET /contacts/active API call.
Personal Connection
- Rarely, multiple calls were placed to the same contact at the same time and assigned to different agents.
Studio
- Actions specified in an inbound interaction Studio script weren't happening when the script had a long subscript or the inbound script ran continuously with subscripts.
- When a script contained a screen pop in the ONPAGEOPEN action, the screen pop failed and produced an error.
- The Digital Experience platform produced an error when the DIGITALFORWARD action To property contained an email address with a subdomain.
Cumulative Update 5
These are the bugs and known issues that are fixed on this update.
ACD
- The audit history for a copied skill included the history of its parent skill.
- When an agent was configured to manually accept calls, they couldn't receive callbacks.
ACD Routing
- In some systems, channel lock wasn't locking agents to one channel as expected.
Admin
- When an administrator edited agents' contact settings from a team profile, the wrong row was updated, and the changes weren't saved.
Contact Center Attendant
- When an employee was created but not invited, configured for Contact Center Attendant, and then activated, the Contact Center Attendant extension field was blank.
Data Share
- Dispositions applied to digital interactions didn't appear in the data lake.
IEX WFM Integrated
- Enabling or disabling IEX WFM for an entire team didn't work correctly.
MAX
- When agents using Integrated Softphone received an inbound call and clicked Accept, the call sometimes didn't connect correctly and was eventually marked as refused.
Personal Connection
- SMS templates were sometimes applied to SMS messages multiple times, resulting in duplicate messages to contacts.
Reporting
- The Supervisor Snapshot and Agent Timecard reports were off by one hour.
- The Admin and Agent Contact Center Logins data download report contained incorrect and missing data.
- SMS contacts showed the wrong start time under the Transcript tab of the Contact History report.
- In some systems, running data download report 643 returned an error.
- WFM and Contact Center Supervisor reports showed the wrong inbound contact state for Digital Experience contacts where the agent had the ability to accept or reject the contact.
Studio
- The OnRelease event action failed to return a value for the CauseCode property.
Cumulative Update 6
These are the bugs and known issues that are fixed on this update.
ACD Routing
- In some systems, calls would wait in queue even though agents were available.
Contact Center Agent
- Screen pops didn't work in Microsoft Dynamics.
- The chat response field was sometimes slow to display the text agents were typing.
- When an agent was configured to manually accept calls on an inbound skill and a contact ended the call before the agent accepted it, the agent state changed to Available and the agent could continue to receive contacts. However, if the refusal timeout period passed without the agent receiving a new contact, the agent state changed to Refused.
- When agents selected the preview option for a contact image, the image sometimes appeared distorted.
- The directory showed inactive users.
- Screen pops closed when a consult ended.
- When agents tried to elevate an interaction from digital to voice, the call failed.
- Downloading transcripts sometimes failed.
- Agents sometimes couldn't disposition a work item, chat, email, or SMS interaction while handling a call.
- Agents using JAWS could hear the hold timer even when the hold timer was out of focus.
- When agents were handling more than one contact, attempting to open the screen pop for one contact sometimes opened the screen pop for one of the other contacts.
- Agents couldn't see the waiting interactions from the queue counter.
API
- In v31.0, the GET /skill/{skillId}/summary call returned a negative value for averageWrapTime.
- In v3.0, the /teams/<teamID>/performance-total call took a long time to respond.
- In v10.0, the /report-jobs/datadownload/540 call took a long time to respond.
Digital Experience
- When a user updated the message template for a WhatsApp digital outbound skill, the message template was updated for all WhatsApp outbound digital skills.
Studio
- The Version History page showed the incorrect time.