Version 24.1.3
Fixed Issues
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Agents didn't receive error messages after dialing a bad number.
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Agents got stuck in an ACW
State that allows an agent to complete work requirements after finishing an interaction state without a disposition channel. This issue occurred after agents parked inbound emails and later took inbound calls. -
If the agent set their status in Omni-Channel to offline, their status didn't update in Salesforce Agent Desktop. When they refreshed the page, the status in Omnichannel would change to match Salesforce Agent Desktop instead of the other way around.
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While working on multiple chats, agents saw contact responses appear in the wrong chat. For example, the agent is helping Contact 1 in Chat 1 and Contact 2 in Chat 2. Occasionally, the agent sees Contact 1's responses in Chat 2 instead of in Chat 1.
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In some systems, searching for skill names in the Salesforce Agent address book didn't return the expected results.
Version 24.1
New Features
There were no new features in Salesforce Agent version 24.1.
Fixed Issues
There were no fixed issues in Salesforce Agent version 24.1.
Version 23.10
Released 15 December 2023
New Features
WatchRTC SDK Integration
The WatchRTC SDK has been integrated with Salesforce Agent. It provides an overview of WebRTC health for your organization. It automatically collects application and user data for you to analyze. Integrated Softphone and Voice Quality Metrics must be enabled in your system before you can use it. You can access WatchRTC reports and features through a separate URL. For more information, reach out to your CXone Account Representative.
| Customer Request |
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UI Change |
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Fixed Issues
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Agents couldn't see scheduled commitments.
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When a call connection was unstable, agents with an auto-accept voice skill had many abandoned calls.
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In Salesforce Agent version 23.9, the secondary ringer didn't play on the selected device.
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When two contacts or work items were closed the following would happen. Both of them would clear in the Salesforce Omni-channel UI. One contact or work item would remain in the Salesforce Agent UI.
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After agents clicked Do Not Remind Me, the system would continue to remind them.
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Auto-messages from Script were not showing up in Salesforce Agent.
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The Master Contact ID and Parent Contact ID fields were not populating during task creation.
Version 23.9
Released 13 October 2023
Fixed Issues
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When agents used an outbound voice skill with post contact set to Automatic Wrap-up or Disposition, answering a call caused the ACW timer to reset to 0 and not change.
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Some text in Salesforce Agent wasn't properly translated into Chinese Simplified.
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Multiple clicks on the Transfer/Conf button could lead to call delays. This happened because multiple getSfResult log events were triggered with each click. These have been reduced to improve the response time.
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Some text on the Salesforce Agent login page wasn't properly translated into Japanese.
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When users set the integrated softphone settings to a device name with more than 255 characters, the change wasn't saved.
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Screen pops for Personal Connection calls didn't appear as expected.
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When calls were connected over WebRTC, the dialing event wasn't being sent. As a result, when agents took subsequent calls, their agent state became stuck and their calls were sometimes automatically refused. The dialing event is now being sent.
Version 23.8
Released 1 September 2023
New Features
Add Agent Custom Settings to Navigation Items
You can add Agent Custom Settings to the navigation items in your Salesforce Agent Lightning apps. This allows you quickly access to these settings.
| Customer Request |
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UI Change |
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Fixed Issues
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In Salesforce Agent Classic with presence sync enabled, logging out didn't update the OMNI channel to offline.
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The RTIG package for Salesforce Agent was out of date.
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When an agent sent an XLSX file using chat, and the contact downloaded and saved it, the saved file had a long file name.
Version 23.7
Released 22 August 2023
New Features
Ability to Increase Custom Settings
A limitation in Salesforce caused agents to sometimes receive a "Custom Setting Limit exceeded" error when they tried to open the Salesforce Agent home page. It prevented them from logging in.
Administrators can now increase the setting limit to prevent and resolve this issue.
| Customer Request |
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UI Change |
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Version 23.6
Released 28 July 2023
New Features
CXone Agent WebRTC Extension
When agents log in to Salesforce Agent Lightning using the Integrated Softphone option without the CXone Agent WebRTC Extension installed, the are prompted to install it. Using the CXone Agent WebRTC Extension creates an enhanced call experience.
| Customer Request |
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UI Change |
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Audio Code Library Update
Salesforce Agent Lightning has been updated to use a more recent version the audio code library.
| Customer Request |
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UI Change |
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Version 23.5
Released 14 July 2023
New Features
Hide Agent Presence Permission Added
When the Agent Visibility permission for Hide Agent Presence is off, agents in Salesforce Agent can no longer see other agents' presence status. They can only call or transfer to other agents directly.
| Customer Request |
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UI Change |
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Fixed Issues
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After upgrading to Salesforce Agent version 23.x, when customers used Salesforce Agent without the Agent Console open, the assigned contacts were not subscribed. This resulted in agents not being able to see messages from contacts in a Digital Experience chat window.
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Very rarely, logging in to Salesforce Agent produced an error that said "The provided client_id parameter is not valid."
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Agents couldn't handle work items because the Accept button was disabled.
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Two tasks were being created when an agent transferred a call to another agent.
Version 23.4
Released 13 June 2023
New Features
Record Type Field Added
When you set up task creation settings, you can configure a Record Type for Salesforce tasks.
| Customer Request |
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UI Change |
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Fixed Issues
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When an agent transferred a call to another agent, or made another outbound call after the call transfer, their name displayed incorrectly in the custom field of the task.
Version 23.3
Released 17 May 2023
Fixed Issues
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The Integrated Softphone produced a “Secondary Ring Tone Unavailable” error message after installing Salesforce Agent v23.2. The selected ring tone showed “None” instead of the default device.
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When using the click-to-dial feature, agents saw an elevation dialog at the bottom of the page that shouldn't have appeared for an outbound call.
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When agents opened a QM evaluation notification, the notification was marked as read. When the agent logged out of Salesforce Agent and logged back in, the notification was marked as unread again.
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When an agent handling an email took an inbound call and then returned to the email, the Quick Replies window disappeared.
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Agents handling emails would sometimes see attachments from the previous email inside the next email.
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Sometimes when an agent accepted a new chat request while typing a message in another chat window, the drafted chat message would disappear.
Version 23.2
Released 29 March 2023
Fixed Issues
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In certain time zones, agents couldn't log in to Salesforce Agent.
Version 23.1
Released 27 March 2023
New Features
Schedule Visibility Improvement for Dual WFM Integrations
If IEX WFM and CXone Workforce Management are enabled and the agent has permissions to both, agents can see their schedules from both applications in Salesforce Agent Lightning. This allows agents to see their schedules without navigating away from the agent application.
| Customer Request |
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UI Change |
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Manual Selection for Name and Relates To Fields
When this setting is enabled in Salesforce for Salesforce Agent Lightning, it requires agents to manually select values for the Name and Relates To fields. This allows the agent to specify the input for these fields instead of limiting it to the automated value.
| Customer Request |
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UI Change |
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Regional Call Centers No Longer Valid
If you currently use the Regional Call Center setting, you must switch to the NICE CXone Call Center. This is required as a result of the move to CXone global authentication. If you continue to use the Regional Call Center setting, you will no longer be able to log in to Salesforce Agent.
| Customer Request |
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UI Change |
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Fixed Issues
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CustomScreenPop data would sometimes clear for an incoming call.
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When an agent opened the Salesforce Agent Settings, Salesforce Agent Lightning wouldn't load.
Version 22.3
Released 30 January 2023
Version 22.2 was renamed to 22.3 when it was released.
New Features
Restricting Directory History
When this setting is enabled in Salesforce for Salesforce Agent Lightning, agents cannot call or transfer to numbers listed in the directory history. This reduces the possibility that the agent incorrectly transfers the contact.
| Customer Request |
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UI Change |
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Transfer Salesforce Objects with Calls
When a call in Salesforce Agent Lightning is transferred to another agent, the Name and Relates To field values are transferred to the receiving agent along with it. This allows agents to be more efficient in handling transferred calls.
| Customer Request |
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UI Change |
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Dutch Language Support
Dutch is supported in Salesforce Agent Lightning.
| Customer Request |
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UI Change |
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Fixed Issues
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Not all ACD SMS transcripts appeared in Salesforce Task Activity and some were incomplete.
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Salesforce Agent didn't create a task for every call.
Version 22.1
Released 3 January 2023
Fixed Issues
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Incoming emails interrupted call transfers.
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When no match appeared for a custom query, the Custom Flow did not appear.
Version 22.0
Released 18 November 2022
New Features
Security Profile Permission to Block Outbound Calling
The
| Customer Request |
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UI Change |
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Security Profile Permission for Agent Softphone Auto Accept
The
| Customer Request |
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UI Change |
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Entity Mapping for Name and Related To Fields
The settings configured for Entity mapping for Who & What Fields in Salesforce Agent Settings now applies to the Name and Related To fields as well.
| Customer Request |
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UI Change |
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Fixed Issues
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Preview dispositions didn't appear for agents using Salesforce Softphone.
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For some Personal Connection calls, agents couldn't see the contact or set a disposition.
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Inbound emails sometimes contained an extra letter "t" in place of tab spaces.
Version 21.5
Released 10 October 2022
Version 21.4 deployed unsuccessfully. It was instead released as version 21.5.
Fixed Issues
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When emails were long, email transcripts didn't fit in the transcript box.
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The quick reply pane showed duplicate entries.
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Agents couldn't transfer a call while it was in a ringing state.
Version 21.3
Released 9 September 2023
New Features
Single Sign-On Configured in CXone
Previously, enabling Single Sign-On (SSO) for Salesforce Agent required setup in Salesforce. Now, setting up SSO in CXone will enable SSO for Salesforce Agent as well.
| Customer Request |
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UI Change |
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One Call Center
There is now only one call center listed under Setup > Call Centers: the NICE-inContact CXone call center. The process for configuring the call center has slightly changed. CXone FedRamp customers will need to change their CXone System Issuer to https://nicecxone-fed.com.
| Customer Request |
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UI Change |
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Fixed Issues
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Some environments experienced latency or high call refusal rates as the result of many get skill details API calls.
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When an agent transferring an active call went to the dial pad, the phone number entry field and the skills drop-down weren't available.