NICE inContact Agent for Salesforce Version Log

Version 12.0

User Interface Refresh

Colors and icons are updated with a more native Salesforce appearance for a more consistent user experience.

Theicon indicates user interface (UI) navigation changes or tab or column relabeling.

Version 13.0

Agent Interface Integration with Salesforce Lightning

A new agent experience that is fully integrated with Salesforce Lightning is available for voice interactions and handling multiple Salesforce digital interactions (chats and cases) simultaneously. Agents can elevate Salesforce chats and cases to phone calls to promote positive customer experiences. This simpler user interface seamlessly integrates with the native Salesforce Lightning experience.

Default Task Subject to Channel Name

The mapping for tasks created after a contact ends includes the channel name by default.

Audio/Visual Notifications

Agents have the ability to configure audio and visual notifications for incoming contacts. This feature is available only for agents using the classic agent experience.

Version 14.0

Chrome 80 Settings Update

Google released Chrome 80 in February 2020. All agents using Chrome must set SameSite by default cookies to either disabled or default. If the setting is left enabled, the agent application may encounter bugs or delays.

Agent Interface Integration with Salesforce Lightning The Fully Integrated Lightning Agent for Salesforce can handle multiple chat, voicemail, and email interactions simultaneously. Agents can elevate interactions to promote positive customer experiences.
Audio/Visual Notifications Agents using the Fully Integrated Lightning Agent for Salesforce can configure audio and visual notifications for incoming contacts.

April 2020 Minor Release

Support for Salesforce High Velocity Sales If you use the Salesforce High Velocity Sales product, agents will be able to use click-to-dial to initiate a call from within the CXone Agent for Salesforce and capture the outbound contacts initiated with click-to-dial. This capability will be available for both Classic and Fully Integrated Lightning Experiences.
Support Salesforce Flows You will be able to configure a Softphone layout with screen pop settings using the Pop to flow option for the following scenarios: No matching records, Single-matching record, and Multiple-matching records. This capability will be available for both Classic and Fully Integrated Lightning Experiences.