Version 23.x
23.1 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 CXone Agent for Salesforce 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 CXone Agent for Salesforce 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Regional Call Centers No Longer Valid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 Agent for Salesforce.
| Customer Request |
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UI Change |
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Fixed Issues
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Version |
Fixed Issue |
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| 23.3 |
The Integrated Softphone produced a “Secondary Ring Tone Unavailable” error message after installing Agent for Salesforce v23.2. The selected ring tone showed “None” instead of the default device. |
| 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 Agent for Salesforce 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. |
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| 23.2 | In certain time zones, agents couldn't log in to Agent for Salesforce. |
| 23.1 | CustomScreenPop data would sometimes clear for an incoming call. |
| When an agent opened the Salesforce Agent Settings, Agent for Salesforce Lightning wouldn't load. |
Version 22.0
Version 22.3 New Features
Restricting Directory History
When this setting is enabled in Salesforce for CXone Agent for Salesforce 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 CXone Agent for Salesforce 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 CXone Agent for Salesforce Lightning.
| Customer Request |
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UI Change |
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Version 22.0 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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Version |
Fixed Issue |
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| 22.3 | Not all ACD SMS transcripts appeared in Salesforce Task Activity and some were incomplete. |
| Agent for Salesforce didn't create a task for every call. |
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| 22.1 | Incoming emails interrupted call transfers. |
| When no match appeared for a custom query, the Custom Flow did not appear. |
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| 22.0 | Preview dispositions didn't appear for agents using Salesforce Softphone. |
| 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 21.3
Version 21.4 deployed unsuccessfully. It was instead released as version 21.5.
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 |
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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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Version |
Fixed Issue |
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| 21.5 | When emails were long, email transcripts didn't fit in the transcript box. |
| The quick reply pane showed duplicate entries. |
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| Agents couldn't transfer a call while it was in a ringing state. |
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| 21.3 | Some environments experienced latency or high call refusal rates as the result of many get skill details API calls. |
| 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. |