Agent for Salesforce Release History

Version 22.0

New Features

Security Profile Permission to Block Outbound Calling

The Block Outbound Calling security profile permission under Agent (MAX and General) now blocks agents using Agent for Salesforce from making different types of outbound calls.

Customer Request UI Change

Security Profile Permission for Agent Softphone Auto Accept

The Agent Softphone Auto Accept security profile permission under Agent (MAX and General) now applies to agents using Integrated Softphone in Agent for Salesforce.

Customer Request UI Change

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 UI Change

Fixed Issues

Version

Fixed Issue

22.0 Preview dispositions didn't appear for agents using Salesforce Softphone. (SF-11097)
  For some Personal Connection calls, agents couldn't see the contact or set a disposition. (SF-11104)
  Inbound emails sometimes contained an extra letter "t" in place of tab spaces. (SF-11210)

Version 21.0

Version 21.4 deployed unsuccessfully. It was instead released as version 21.5.

Version 21.3 New Features

Single Sign-On Configured in CXone

Previously, enabling Single Sign-On (SSO) for Agent for Salesforce required setup in Salesforce. Now, setting up SSO in CXone will enable SSO for Agent for Salesforce as well.

Customer Request UI Change

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 UI Change

Version 21.0 New Features

Display Dynamic Data When Accepting a Call

You can use Studio scripting to display custom data about a contact in the Agent for Salesforce interface. The custom data will appear when an agent accepts a call. This is useful for agents who need to know information about a contact other than their phone number, the call time, and the skill.

Customer Request UI Change

Bi-directional Presence Sync

You can map omni-channel statuses with Bi-Directional Presence Sync. This allows the CXoneAgent application and the Salesforce Omnichannel widget to sync. When agent stateClosed The availability status of an agent. is updated in one application, it will affect availability status in the other.

Customer Request UI Change

Ring Tone for Idle Agents

Previously, if agents using an Integrated Softphone session were in an idle state for over two hours, they had to log out and then log back in. Otherwise, they wouldn't hear a ring tone to signal an incoming call. With version 21.0, a ring tone sounds regardless of the duration of an idle state. This adds convenience for agents, and helps ensure incoming calls are not missed.

Customer Request UI Change

New User Permissions

The Agent for Salesforce Permissions now include these functions:

  • Mute

  • Record

  • Mask

  • End Call

  • Create Commitments

You can enable and disable these functions in CXone. If you choose to disable a function for a user, that function's button will be hidden in the user's Agent for Salesforce interface.

Customer Request UI Change

Unavailable Code Breakdown in Agent Reports

Agents can see a breakdown of how much time they've spent in each unavailable code in Agent Reports > Productivity by expanding the Unavailable bar in the Productivity Dashboard.

Customer Request UI Change

Fixed Issues

Version

Fixed Issue

21.5 When emails were long, email transcripts didn't fit in the transcript box. (SF-10878)
  The quick reply pane showed duplicate entries. (SF-10853)
  Agents couldn't transfer a call while it was in a ringing state. (SF-10779)
21.3 Some environments experienced latency or high call refusal rates as the result of many get skill details API calls. (SF-10692)
  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. (SF-10703)
21.2 In some environments, Agent for Salesforce would freeze when an agent tried to reply to an email or requeue it. (SF-10687)
21.0 Agents using Salesforce Agent Classic and Lightning received emails where an 'r' was added to the end of each line. (SF-10568)

Version 20.0

New Features

Agent Login Options Enabled by Permissions

When agents log in, they must choose one of these login options: Set Phone Number, Set Station ID, or Integrated Softphone. With the 20.0 update, these options only display if the correlating permissions are enabled in the agent's security profile. This is specifically for the Agent for Salesforce Lightning Experience. The following lists the agent leg option and the permission that enables it to be visible:

Customer Request UI Change

Right-to-Left Alignment for DFO Chat

Agent for Salesforce Lightning Experience supports right-to-left text alignment in Digital First Omnichannel chat. Agents can change the alignment with a format button beside their text area.

Customer Request UI Change

Fixed Issues

Version

Fixed Issue

20.4 Bi-directional mapping didn't support mapping many to one. (SF-10486)
  Digital First Omnichannel chat cases sometimes weren't delivered to the agent's Digital tab. (SF-10492)
  Quick replies with variables showed duplicate fields for the agent to fill out. (SF-10483)
20.3 Bi-directional syncing wasn't mapping the call states or refused states. (SF-10363)
  Agents using Agent for Salesforce Classic would sometimes receive a "no match" screen pop when they transferred a calls. (SF-10393)
20.2 Agents would receive multiple contacts to handle when they were only configured to handle one. (SF-10334)
20.1 For Salesforce Agent Lightning users on integrated softphone, the ringtone would stop playing if Agent for Salesforce was idle for a long period of time. (SF-9937)
  For NICE CXone Agent for Salesforce Classic users, the Accept button sometimes didn't appear in a maximized window. (SF-10104)
  For some Salesforce Agent Lightning users, a "Second ringer device not available" message appeared when no secondary ringer device was configured. (SF-10248

Version 19.0

New Features

Configurable Reading Direction Option

Agent for Salesforce supports a right-to-left text direction for the chat and email channels. This allows for Arabic localization.

Fixed Issues

Version

Fixed Issue

19.2 When tags were mapped from an Agent for Salesforce field to the Salesforce object, dashes were added to the field. (SF-8325)
  Agents would receive calls when they were busy, without requesting additional contacts. (SF-9863)
19.1 When agents logged out and then returned to the login screen, they were logged back in automatically. (SF-6482)
  Redirects for the Japan region were incorrect. (SF-9581)
  Quick replies with variables showed duplicate fields for the agent to fill out. (SF-10483)
  When agents popped email replies out in a separate window and the Right to Left alignment option was selected, agents couldn't enter text for the email reply. (SF-9599)
  When agents responded to emails with Right to Left alignment selected and added bullet points, long blank spaces appeared between the bullet on the right and the text on the left. (SF-9600)
19.0 In a single CXone environment with multiple Salesforce organizations, updating information in one Salesforce organization would automatically update the others with the same information. (SF-8171)
  Contact centers pointed to Agent for Salesforce Classic by default instead of to Agent for Salesforce Lightning. (SF-9482)
  Administrators couldn't specify per agent whether Agent for Salesforce was icon- or text-based. (CRM-1929)

Version 18.0

New Features

Configure Agent for Salesforce to Display Text or Icons

You can configure whether Agent for Salesforce displays icons or text.

Fixed Issues

Version

Fixed Issue

18.3

The Mask button was available even when it wasn't enabled in the security profile. (SF-9073)

Version 17.0

New Features

Fully Integrated Lightning Agent for Salesforce User Experience Enhancements

Agents can:

  • Select whether the agent application displays icons or text.

Integrated Softphone Secondary Ring Device

Agents using Integrated Softphone can Connect Your Phone to play ring tones in addition to their primary device.

Specify Object Types in the Relates To Field

You can Set Up Omni-Channel in the Relates To field. This ensures more accurate reporting of agent results and agent activity.

Fixed Issues

Version

Fixed Issue

17.5 An error would display when admins updated the Salesforce Agent settings. (SF-8265)
  An error would display when an agent entered a phone number including hyphens. (SF-8467)
17.4 When agents using version 6 or earlier upgraded to version 17.0, they received an error that prevented them from logging in. (SF-8156)
17.2 When agents using Integrated Softphone accepted an inbound call, the contact details would not populate until after they had accepted it. (SF-7410)
  Agents using Fully Integrated Lightning Agent for Salesforce could not see the hold timer when they placed a call on hold. (SF-7375)
  Agents using the Fully Integrated Lightning Agent for Salesforce were unable to change states because the Agent for Salesforce was unresponsive. (SF-7714)
  When agents using the Fully Integrated Lightning Agent for Salesforce selected automatic wrap up for a skill, they were not offered the contact settings during wrap up. (SF-7392)

Version 16.0

When upgrading your Agent for Salesforce instance, you will need to assign the inContact Agent Permission to all users. If you do not, your agents may face issues with logging in, downloading logs, and more.

New Features

Initiate Outbound Digital Channels SMS Contact as New Contact

Agents using Digital Channels SMS can initiate an outbound SMS contact without associating it with an existing contact.

Click-to-Dial Elevation

Agents can use click-to-dial to elevate an interaction with an assigned Salesforce contact.

Agent Experience Enhancements

Agents can:

  • Sort the skill list by skills, queue, and wait time.
  • Receive commitment reminders one minute before they are due.

Administrator Experience Enhancements

You can:

Configure Task Creation for Omnichannel Session Handling Contacts with Elevation

You can configure how to handle elevated contact task creation to capture all Omnichannel Session Handling activities in Salesforce.

911 Dialing

Agents in the United States using any outbound voice skill can dial 911 and be routed to the National Emergency Center. This feature is available in every agent application and ensures compliance with Kari's Law.

Integrated Softphone Enhancements

You can set the ring tone that is played when a call is presented to the agent. You can also enable auto-accept, resulting in agents in the available state automatically accepting calls instead of having to manually accept them.

Internet Explorer 11 Support Ending

The Agent for Salesforceapplication no longer supports Internet Explorer 11.

Fixed Issues

Version

Fixed Issue

16.4 When an agent on an active call docked or undocked call, the call would drop. (SF-7317)
  If an agent was on an active call using WebRTC and they reloaded their browser, the call would drop. (SF-7379)
16.3 Agents experienced delays when changing their agent state. This resulted in agents not receiving their contacts instantly and at times, the contact had already hung up. (SF-7276)
16.2 Agents using the Fully Integrated Lightning Agent for Salesforce were sporadically logged out of their softphone and had to manually log in again. (SF-7143)
16.1 Agents could not answer calls while on a chat with Omnichannel Session Handling enabled. (SF-6756)
  When agents using Fully Integrated Lightning Agent for Salesforce clicked a number to dial through the Opportunities tab, an extra screen pop would appear. (SF-6716)