Spring 2022 Release Notes

Register for our Spring 2022 webinar. Join us on February 14th, 11:30 AM to 1:00 PM EST. Esta sesión cubrirá las próximas funciones con más detalle.

This page has been updated to show the final products and features in the Spring 2022 release of CXone. Las funciones están sujetas a cambios desde ahora hasta la implementación final.

Cambios globales

Unicode Character Support for User Input

Users can enter text into fields, file names, prompts, and so on, using characters from any Unicode character set, including Japanese characters. This is supported in applications and features such as Studio, WFI, DB Connector, and Datos de flujo de trabajo. It allows users to enter text in the language they're most comfortable using.

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Ajustes de liberación

Estas características son ajustes a los previamente anunciados.

Funciones cambiadas

Cada elemento incluye una descripción de la función tal como se publicó anteriormente en la página Próximamente y una explicación de los cambios.

Asistente CXone

Audit Logging Capabilities

This feature was only for changes made in the Asistente CXone Aplicación. It now includes changes made on the Asistente CXone tabs found in the business unit and user records as well.

Conexión personal

Call Abandonment Rate Calculation Change

This update was described as an additional option for abandon rate calculation. It will instead replace the old method completely.

Guía de interacción en tiempo real

Support for International English Added

It was previously announced that you would be able to choose the language that Guía de interacción en tiempo real used. Instead, Guía de interacción en tiempo real defaults to either American English or International English based on the location of CXone.

Funciones que se lanzarán en una fecha posterior

Cada elemento incluye una descripción de la función tal como se publicó anteriormente en la página Próximamente.

Cambios globales

Session Timeout Warning

You will now receive a timeout warning after 20 minutes of inactivity in the CXonePlataforma. You can choose to stay logged in or to log out.

Canales

DFO Email Enhancements

  • Include attachments—Any attachments in an email will be included if the email is forwarded.

Apple Business Chat Enhancements

Apple Business Chat enhancements will include:

  • Quick Replies—You will be able to define up to five choices for an agent to choose from as a quick reply in a chat.
  • Apple Pay Confirmation—The agent will receive a confirmation of payment immediately after the contact sends it.

Análisis de interacción

Support for Additional Channels

  • WeChat

Gestión del rendimiento

Real-Time Alerts on Current Metrics

System alerts on current metrics will be immediate. This will allow for any needed adjustments to be made more quickly.

XP Level Setup

You will be able to set up XP and Levels for Gamification within the Command Center. This will allow you to access all current Gamification settings in one place.

Profile Template to Roles

You will be able to set up profile settings in Roles. This will allow you to save time by having all the settings in one place.

Conexión personal

Restrict Caller ID Choices to Verified Entries

You will be able to restrict the caller ID values for the Override Caller ID setting so that only numbers from the verified caller ID table are available. This will ensure that your outbound calls are assigned to a verified caller ID value, which receives full attestation using the SHAKEN protocol. To restrict the available values, you will need to contact your CXone Account Representative.

Updates to PlaceCall Studio Action

The PlaceCall action will include Laydown functionality for automated handling of answering machine messages. This will improve answering machine detection (AMD) and accurate recording and delivery of messages.

New Studio Action: OnPreview

OnPreview will provide a trigger event for the scripted handling of Preview contacts with full Studio support.

Email Confirmation on API Calling List Uploads

If you use an API to upload a calling list, you will be able to receive an optional email confirmation when the upload is complete. For manual uploads, the email confirmation will remain mandatory.

CXone Recording

Interaction View

In the Interacciones app, all segments of an interaction will be grouped together. You'll be able to view and play back the entire interaction as a journey.

You'll also be able to:

  • View the total time duration.

  • Share or delete the entire interaction. All the associated media will also be deleted.

Media File Status for Interacciones

New indicators on the media type icons in the search results will display if the media is available for playback, archived, or deleted.

Mejoras del jugador

The CXone Recording player will have:

  • The focus feature. While playing back the recording, the focus indicator on the player will display the sections when the agent was focused on a specific interaction. This will help the evaluator review the specific sections of the recording.

  • A new option to skip the IVR portion while playing back a recording.

Voz

Prevent Access to Restricted CLI Numbers

Contact information will not be visible to agents for contacts with restricted (anonymous) CLI numbers.

Click-to-Call

The new click-to-call widget will allow you to add a click-to-call button to your website. This button will allow a contact to be placed into an inbound call queue straight from their browser. Benefits of this include:

  • The contact will stay within the web browser while an agent is being connected.
  • Contacts will experience a shorter handling time in being routed to an agent.
  • Web metadata will be available to the agent automatically.

WFM

User Interface Enhancements in Real Time Adherence

As part of the user interface enhancements, you will have:

  • Advanced filtering.

  • Improved display and user experience.

  • Quick navigation to the schedule manager by clicking an agent's name.

  • Personalized column display by sorting them manually.

  • Option to pin agents and find them easily.

Funciones agregadas a esta versión

Para ver las siguientes características en detalle, seleccione el producto en el filtro de la derecha.

ACD

New method for calculating the call abandonment rate.

Gestión de comentarios

Restyled SSO login page.

Option to use drop-down lists for single-select questions.

Nexidia Integrated

Text Interaction Processing Engine

New Enlighten AI Use Case Models

Novedades de la ayuda en línea

Online Help Available in Three New Languages

Online help for Spring 2022 will be available in three new languages: Chinese (Traditional), Chinese (Simplified), and Korean. The non-English sites will be published as soon as available.

ACD

Call Abandonment Rate Calculation Change

The CXone call abandonment rate measurement has changed to meet recent clarifications of TCPA regulations. Handled calls only include live calls that were delivered to an agent. Calls that agents dismissed as answering machines no longer count. With this release, the abandonment rate calculation is the Total Number of Abandon Calls divided by the Total Number of Live Calls (represented by Handled Calls minus Agent-Identified Answer Machine Calls plus Abandoned Calls).

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Skill Name Enhancement

You can include a colon (:) in a skillCerrar Se utiliza para automatizar la entrega de interacciones basadas en las habilidades, habilidades y conocimientos de los agentes. name. This change is effective for skills created:

  • In the ACD Aplicación
  • By using bulk upload
  • By using APIs

This enhancement provides an additional option if you need to distinguish between multiple skills.

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Administración

Updated Permissions for Business Unit Tabs

The permissions that control access to the following business unit tabs have changed:

  • Usage—New permission: Business Unit Usage

  • Federated Identity—Existing permission: Login Authenticator

  • OpenID Connect—Existing permission: Login Authenticator

  • CXone Attendant—New permission: Business Unit Asistente CXone

The new permissions give you more granular control of your users' access. These changes may affect your users' current access. If they do, you need to edit your current permissions. These updates close loopholes in the security model in these tabs.

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API

Updated Studio API

The Studio API has been updated. For more information, select Studio in the filter on the right.

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Servicios de almacenamiento en la nube

File Retrieval Request Cancellation

You can cancel file retrievals requests that are submitted by mistake. You can also view and confirm the number and sizes of files before submitting the file retrieval request. If you cancel a retrieval request, records that are not yet marked for processing will not be retrieved.

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Asistente CXone

FedRAMP Support

Asistente CXone supports FedRAMP at the Moderate Impact Level.

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Audit Logging Capabilities

Asistente CXone logs any changes related to it. This includes changes made in the main application window (Applications > Asistente CXone) and changes made on the Asistente CXone tabs on the business unit and user records. You can access this audit logging data through APIs. It includes changes to fields and other actions taken. It also logs changes made during user impersonation in Asistente CXone. Audit logging data is kept indefinitely.

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CXone Expert

Review Manager

You can create workflows for publishing new content. For example, you could create the following workflow:

  1. The author updates content and submits it to a specified group or user to review.
  2. The reviewer submits feedback to the author.
  3. The author edits the new content and submits it to the reviewer again for final approval.
  4. Once approved, the new content is published.

This feature enables you to manage content updates and approvals directly in CXone Expert instead of using email or messaging.

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Conector de base de datos

Upgrade to .NET 4.8

Upgrade any systems that run Conector de base de datos to .NET 4.8. In addition, download and install the latest Conector de base de datos. This ensures the best experience and security. The .NET components are typically kept current during Microsoft automatic updates. Work with your IT team as needed to verify your version of .NET.

Microsoft support for .NET Framework 4.6.x ends on April 26, 2022. Upgrade to .NET 4.8 to continue receiving updates.

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Gestión de comentarios

Partial Response Processing

You can submit responses from incomplete surveys for processing after a timeout period has passed. This enables you to include valuable responses in your collected data that wouldn't have been processed or appeared in reports otherwise. It differs from the partial response reporting feature because the application processes the responses as if they came from completed surveys. Processing includes:

  • Translation, if you purchased that feature
  • Automated text analytics, if you purchased that feature
  • Alertas
  • Reportando

Partial response processing is available for email, IVR, SMS conversational, SMS to Web, and WhatsApp to Web. It isn't available for internet pop-up, slider, or link. IVR partial responses process immediately after the call without waiting for a timeout period.

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Response Rate Chart Label Improvements

Labels in the Response Rate chart have changed for clarity. This makes it easier to read, especially when you process partial responses.

The following table headings changed:

  • Total Count of Complete is now Total Submitted Responses.
  • Count of No Response is now Count of Not Started.
  • Count of Started and Unsubmitted is now Count of Abandoned.

The following mouseovers changed:

  • (Completed + Incomplete) is now (Submitted + Abandoned).
  • Completed is now Submitted.
  • Incomplete is now Abandoned.
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Improved Admin Pages

The following admin pages have been enhanced:

  • Submit Schedule Jobs page improvements make it easier to submit an on-demand job and to schedule recurring jobs.
  • System Settings page improvements make it easier to find, understand, and update your application settings. Settings are organized by function type. Some options have been renamed for clarity.
  • A redesign of the Login History page makes it easier to filter and review user logins.
  • The SSO setup page design has changed to match CXone styles.

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Security Improvements (FedRAMP)

Gestión de comentarios is included in the NICE CXone FedRAMP environment. As part of the effort to meet the rigorous FedRAMP controls, security has been enhanced for all clients.

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Support for NICE CXone Interaction ID

If you post-process your survey data, you can use the CXone interaction ID to link operational data from the CXone interaction. For example, you could link call hold times with customer survey results from Gestión de comentarios. The interaction ID appears in the following areas:

  • The Invitations and Responses page, including as an exportable column.
  • The Feedback API provides the Interaction ID in response to the GET request. You cannot filter in the API by interaction ID.

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Improved Flexibility in Hierarchy Functionality

Defining data access to multiple hierarchies and hierarchy levels is now more flexible. Previously, you defined hierarchy access conditions with the "AND" operator. For example, you could give a supervisor access to records that were assigned to both Team 1 AND Region A.​​ In this release, you have the option to use an "OR" operator instead. For example: ​​

  • A supervisor could review surveys for calls with their staff or themselves (Team 1 OR Agent A). ​
  • Agent scores could be assigned up through multiple departments (Team 1 OR Team 2 OR Team 3).

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API For Real-Time Outcast

Previously, you could use the API to invite contacts in real time to give feedback through SMS and IVR surveys.​​

Now, you can also invite contacts to give feedback in real time through the internet, with invitations sent by email or SMS. The API now also supports returning a unique survey link for the contact.

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Drop-Down List Option for Single-Select Questions

A new drop-down list option is available for single-select questions. This option improves the experience of selecting from a long list of values.

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Análisis de interacción

Support for Portugués Brasileño

Users can analyze Portugués Brasileño interactions in addition to Inglés and Español interactions. Separate datasets can be created for each of these languages; that is, one language per dataset.

When you add Portugués Brasileño analysis to Análisis de interacción, a drop-down for language is available for dataset creation and for category and workspace templates. To support Portugués Brasileño datasets, you can create custom categories, sentiments, and entities. Selected widgets and filtering capabilities also support Portugués Brasileño. The Análisis de interacción user interface remains in English only.

Each language in addition to Inglés is a purchasable add-on. Pregunte a su CXone Account Representative para más información.

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Sorting Improvements for Interactions and Dataset Views

Sorting of columns now persists when a user views:

  • Conjuntos de datos
  • Interactions from the Interactions Widget
  • Interactions by drilling down from other widgets

In other words, columns appear as they did in the final sort order the user configured in their last session. This information is stored in the browser cache for the user, so clearing cache also clears these sorting preferences.

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Annotation Usability Improvements

In the Annotation Selector, users can see which top-level nodes have matching interactions and how many interactions there are. In addition, users can click a specific annotation to jump directly to that annotation in the transcript. These enhancements make it easier and faster for users to benefit from annotations.

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Bar Chart Improvements

For widgets displayed as bar charts, users can choose whether to view results in ascending or descending order. Bar charts also support an increased limit of up to 25 lines.

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MAX

Launch MAX in a New Browser Tab

You can specify whether MAX launches in a new browser tab instead of in a new window for all agents. You can configure this setting on the Details tab of the ACD Business Unit page.

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CC Details in Emails

When agents use the Reply All option, the email conversation history and reply header now include the string of CC details.

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Servicios de medios

Support for the Latest Platforms

NET 4.8 and Windows 2019 are now supported.

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Header Updates for Scalability

You can move calls between media servers. This increases scalability for large environments.

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Nexidia Integrated

The following features are expected to be released in late March.

Text Interaction Processing Engine

New version of Text Grid that includes a Log4j zero-day vulnerability patch.

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New Enlighten AI Use Case Models

Nexidia now includes 3 new Enlighten AI use case models:

  • Vulnerable Customers—Provides a metric on every call, such as the likelihood that a customer is vulnerable (under emotional or financial distress). The treatment of vulnerable customers is highly regulated in the United Kingdom.

  • Fraudster Detection—Provides a metric on every call, such as the likelihood that a customer is a fraudster.

  • Sales Effectiveness—Multiple models that quantify behaviors highly correlated to successful sales.

These models can be purchased as add-ons for Nexidia Analytics and Quality Central Integrated.

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Gestión del rendimiento

The following features are expected to be released in early March.

Quick Rename of Tabs

You will be able to quickly rename modules and dashboards by clicking on the current name and entering a new name. This will save you time by requiring fewer clicks to rename tabs.

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Marketplace Item Variety

In the Marketplace, you will be able use a drop-down to select between items that are alike. You will be able to group items according to any attribute you choose. For example, if you have posted a video game to the Marketplace and the video game is available on three different game consoles, you can group the items based on that attribute. Then users will be able to select the drop-down to choose which game console they want to order the video game for. This will allow for a quicker checkout process in the Marketplace.

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Team Games Update

You will be able to have team versus team games. Games will allow one team to challenge another team based on performance metrics.

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Portugués Brasileño Ayuda de idioma

Gestión del rendimiento será apoyado en Portugués Brasileño. Esto permitirá que más usuarios utilicen Gestión del rendimiento en su lengua materna.

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Wallboard Summary Improvements

The wallboard summary will display all selected groups by automatically changing the page to display the next set of groups. This will ensure all groups will be visible on wallboard summary.

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Rewards Modal

Agents will get weekly notifications showing all the games or challenges they were not participating in for that week. This will allow agents the opportunity to see the games and challenges they missed out on, so that they can choose to participate in the future.

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Share Dashboards to User Attributes

You will be able to share dashboards with other users based on their assigned attributes. This will allow you to have a quick and easy way to share dashboards with a certain set of users.

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Conexión personal

Call Abandonment Rate Calculation Change

The CXone call abandonment rate measurement has changed to meet recent clarifications of TCPA regulations. Handled calls only include live calls that were delivered to an agent. Calls that agents dismissed as answering machines no longer count. With this release, the abandonment rate calculation is the Total Number of Abandon Calls divided by the Total Number of Live Calls (represented by Handled Calls minus Agent-Identified Answer Machine Calls plus Abandoned Calls).

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Informes y paneles

Reporting API Updates

Reporting APIs were updated with the following features:

  • All time fields now include milliseconds instead of rounding to the nearest second.
  • The Contacts Completed API now includes a refusal reason, held party abandoned, and contact end reasons.
  • The ACW Seconds field for the Contacts Completed API now updates the LastUpdateTime stamp.
  • The Contacts Completed API now offers better error handling.
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Customizable SMTP Address

By default, CXone sends reports from the email address "noreply@niceincontact.com". To avoid these emailed reports from getting blocked, you can create a custom address that your system will not filter. For example, the Knickerbocker Contact Center could create a "noreply@knickerbocker.com" address. Contact your CXone Account Representative for assistance with this feature.

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Studio

Upgrade to .NET 4.8

Upgrade any systems that run Studio to .NET 4.8. In addition, download and install the latest Studio. This ensures the best experience and security. The .NET components are typically kept current during Microsoft automatic updates. Work with your IT team as needed to verify your version of .NET.

Microsoft support for .NET Framework 4.6.x ends on April 26, 2022. Upgrade to .NET 4.8 to continue receiving updates.

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Studio API Endpoint Updated

The GET /scripts endpoint of the Studio API has been updated with two query parameters, scriptId and libraryId. This restores the functionality that was available prior to version 21 of the endpoint.

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Enhanced Action: SendFile

The SendFile action can now use SFTP in addition to FTP. This provides increased security for files sent using scripts.

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New Action: RecordAgentOnly

This new action supports recording only the agent side of a voice interaction. The action's properties allow script developers to set the value to True (record only the agent) or False (record both sides). This value applies to all calls made using the associated skillCerrar Se utiliza para automatizar la entrega de interacciones basadas en las habilidades, habilidades y conocimientos de los agentes. and persists through call transfers. Additional use cases are planned for future releases.

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Enhanced Action: ReqAgent

Two new properties have been added to this action and support routing interactions based on agent proficiency. You can specify a high proficiency value and a low proficiency value. CXone then uses this skill proficiency range along with priority, acceleration, and other factors in routing the interaction. A new action, UpdateContact, gives you even more granular control over proficiency-based routing.

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New Action: UpdateContact

This new action works together with the new properties in the ReqAgent action to route interactions based on agent proficiency. You can use UpdateContact to change the high and low proficiency values, thus increasing the pool of available agents. This feature helps ensure interactions are handled in a timely manner by the most-qualified agent available.

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Supervisor

Accept Button

Supervisor now has a pop-up that allows users to select whether or not to accept a transferred contact. This gives users more control within the Supervisor Aplicación.

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Administración de personal (CXone)

Shrinkage by Time in Forecasting

You can select the time of the day you want to apply shrinkage. This allows you to set different levels within the same day.

This feature is available in the staffing parameters in the Generate Forecast and Forecasting Profile pages.

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Net Staffing Improved Accuracy

Net staffing has improved accuracy by considering the multiskilled agent's contribution. Net staffing shows agents' partial allocation instead of only the full-time equivalentCerrar A unit that indicates the workload of an agent.

For example, you scheduled an agent who has two skills. When net staffing displays data for one of those skills, it shows 0.5 for that agent instead of 1.

In addition, net staffing gathers more specific data from forecasting.

This gives you more accurate data in WFM, such as in the Schedule Manager, Intraday, and Approval Rules pages.

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Approve Requests Automatically Based on Requirements

You can minimize understaffing that comes with approving time-off requests.

When creating an approval rule, you now have an additional condition called Net Staffing. In this condition, you are able to define net staffing requirements. The rule can handle requests based on those staffing requirements.

This feature is only available with the WFM Avanzado license.

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Consistent Breaks and Lunches

You can now define a consistent time for the agents' breaks and lunches during the week.

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Approval Rules Enhancements

Auto-approval rules automatically accept or deny agents' time-off requests. When creating the rules, you define conditions that trigger an automated response.

With this release, the scheduling unit time-off balance condition is optional.

With this enhancement, you have:

  • More flexibility when you define the rules.

  • The option to create a rule that can auto approve requests based on the submission time.

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