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Theicon indicates major user interface (UI) changes.
Hosted Uptivity WFO Support in Central (blue)
Central (blue) now supports Hosted Uptivity WFO. If you use Hosted Uptivity WFO, contact your NICE inContact account manager to help you switch to the Central (blue) interface and use it there.
Agent for Oracle Service Cloud
Consolidated Agent Interface
The new agent experience combines the media and side bars into a single agent bar for a simplified experience that increases agent productivity. This new design supports the voice channel initially, with additional channels in the future. If you need support for other channels, you must use the Agent for Oracle Service Cloud classic view.
The Auto Attendant web portal received visual branding updates to align with the CXone style.
When you click the Help icon in the top right corner of the Central (blue) interface, you are taken directly to documentation that is relevant to the product page you are currently viewing.
Team Column on the Users Tab of a Skill
The Users tab of a skill now includes a Team column in both the Assigned Users and Add Users tables to help you better manage user skill assignments by team. The column is sortable and searchable like the others on the tab.
Removal of WFO/QM 1.0 Traces from Central (blue)
Some remaining traces of deprecated functionality related to WFO/QM 1.0 (the NICE inContact legacy WFO product) have been removed from Central (blue) for a cleaner interface. This includes permissions, the QM Forms tab of skills, and direct URL access to WFO/QM 1.0 pages.
Removal of What-If Agent Default Security Profile
The What-If Agent default security profile has been removed from Central since it relates to now-obsolete WFMv2 functionality.
Impersonate Agent Permission Renamed
The Impersonate Agent permission has been changed to Agent Session Control Via API. The new name more accurately describes the function of the permission.
Enhancement for Transferred Work Items
Previously, if a work item was transferred from one agent to another, CXone did not maintain a relationship between the original and transferred work item. Instead, a new master contact ID was assigned each time the item was transferred. This release introduces a change by making the preceding contact ID the master contact ID of the next. For example:
- A work item enters the system and is assigned the same value as both master contact ID and contact ID: 234. Agent Dorothy Gale receives the work item.
- Dorothy is unable to handle the item, and transfers it to John Tinman. The master contact ID for the transferred item is 234 and the contact ID is 567. A relationship to the original item is preserved.
- If John needed to transfer the work item again, the master contact ID for the newly transferred item would be 567 and the contact ID would be 891.
This enhancement allows work items to be tracked throughout their customer journey, thus improving reporting. It also better supports partners who use work items in their integration to CXone.
Call Quality Explorer for Partners
NICE inContact partners and NICE inContact technical support staff who complete the required NICE inContact Support certification training have access to a call quality tool in reporting enriched with Empirix data to provide a detailed call ladder and help troubleshoot your voice quality and voice contact issues.
Log Reader for Partners
NICE inContact partners who complete the required NICE inContact Support certification training have access to a log reader in reporting to retrieve system message logs and script action logs by contact ID to help support their customers.
Improved Color-Picker for Chat Profiles
A more robust color-picker is now available when configuring chat profiles. The color-picker displays hex color codes and allows the user the ability to save recently chosen colors. This enables customers to better adhere to their branding and website color schemes.
URL Hyperlink Preview in V2 Chat
A clickable hyperlink and preview are created if a URL is sent in a chat conversation using the V2 chat profile, making it easier for customers to access the information provided in the hyperlink.
Interaction Analytics Pro
Consistent Stemming and Matching for Categories
Users have increased ability to control how they want words and phrases in a category rule to match. Users can configure based on an exact match or a variation of those words or phrases.
Multi/Single Chat Display
Agents can view multiple concurrent chat sessions either side-by-side or one at a time with a Multi Chat Display setting. This enables agents to adjust the display of multiple chat interactions to their handling preference.
Descriptive/Friendly Contact Panel Tab Title
You can customize the MAX Contact Panel tab title to show a descriptive name instead of the default URL reference, which makes it easier and faster for your agents to identify and use the content of the contact panel.
POST Message Integration
Webpages hosted as iframes within MAX, such as contact panels or custom workspaces, can subscribe to agent and contact events processed by the parent MAX window. This adds options for tighter integration with the MAX user interface.
Preserve Maximized State with New Contacts
A maximized MAX window now remains maximized when the agent receives new contacts for handling, reducing movement in the user interface for a calmer handling experience.
Agents can adjust Glance Sensitivity, which is the amount of time the agent needs to hover over the Glance Bar before the main MAX window (the glance view) slides open. Agents can also pin the glance view, keeping it open. This enables agents to adjust the user interface to their preferences.
Omnichannel Session Handling
Ability to Turn Off Voice
If your business unit is enabled for the granular Omnichannel Session Handling (OSH) configuration feature, you can turn off the voice channel. In team and agent OSH settings where the maximum voice channel was set to 1 and not modifiable, you can now choose between 1 and Off. This enables you to create digital-only agents in your contact center.
Channel Configuration Available Only for Channels You Have
When you configure your Omnichannel Session Handling (OSH) settings for teams and agents, the channel configuration options only appear for channels that you have configured, which simplifies administration.
SHAKEN/STIR Framework Attestation
The Federal Communications Commission (FCC) has implemented a national protocol to combat illegal robocall spoofing. This protocol uses Caller ID authentication in a framework called SHAKEN/STIR (Signature-based Handling of Asserted information using toKENs / Secure Telephone Identity Revisited).
This setting provides a way for NICE inContact to declare which customers have provided the necessary assurances of their compliance with proper caller ID use. This is an ongoing initiative and requires future media server updates to complete the proper SIP Header modifications for attestation.
Agent-specific Handling Preferences
Users can define agent-specific settings for voice threshold and hearing the pre-connect audio. Agents can launch a tuning wizard from the MAX interface to identify the correct value for their workstation and administrators can set ringing preference on a per-agent basis.
These agent-specific settings improve the individual agent's experience with Answering Machine Detection (AMD) based on their unique situation. Additionally, this allows users to respond to their agent complaints of fatigue from listening to excessive ringing experiences while waiting for a live connect on low contact lists. This feature depends on a media server update, targeted for delivery before November.
Time Zone Settings API
This API provides self-service options for managing time zone settings.
This feature provides support for partners providing campaign management solutions and for customers using third-party campaign management solutions.
Time Zones Narrowed by Area Code and Geography Data
The allowable time range to call each record is determined based on the time zone of both the phone number and postal code or city/state for North American contacts. This facilitates more accurate observance of call curfew restrictions by narrowing the window for the affected contacts to the time that both time zones are open for calling.
Bulk Management of Skill Parameters
Users can update their skill parameters using the bulk upload feature for parameters that are not multi-dimensional. This allows for faster execution of administrative tasks.
API Management of Skill Parameters
Users can manage their skill parameters using the skill API for parameters that are not multi-dimensional.
REST API Support for Suppression Table
CRUD (Create, Read, Update, Delete) interactions with the Suppression table have REST API support.
Preventing Stuck Calling Lists
Upload processing is enhanced to automatically restart failed uploads, preventing the stuck calling list experience.
Improved Contact History Report Search
The Contact History report now uses a combined search when looking up contacts by either their Master Contact ID or Contact ID. This allows for an easier and more robust search experience.
Admin and Agent CXone Login Data Download Report
The new Admin and Agent CXone Login data download report displays all platform logins and agent logins in a single report. This report also allows you to find an agent's most recent login and all of the associated information regarding this last login.
Skill Control Notification History Data Download Report
The new Skill Control Notification History data download report provides access to the notification history displayed in Outbound Skill Control for the previous 90 days. This allows users to research recent activity related to their Personal Connection outbound skill activity usage such as calling list uploads, skill stop/start requests, and low inventory warnings. This extends access to notification details beyond the one-hour window as currently displayed in the Notification section of the Outbound Skill Control interface.
Security and Compliance
Access Key Management
An Access Keys tab in user profiles and your My Account profile enables you to manage your access keys and other users' access keys. You can create, deactivate, activate, and delete keys, and view the access key IDs, associated secret keys, dates of access key creation, and most recent dates of use.
Migration to Studio.exe
Studio.exe is now the only method of downloading Studio. If you previously downloaded Studio using the Studio.application link on the Software and Downloads page, you must uninstall this version and download the new version of Studio using the Studio.exe link. A migration notification will appear when you launch Studio, reminding you to uninstall your current version and install the Studio.exe version.
OSH Delivery Mode and Total Contact Count
In the Supervisor Contacts view, Supervisor users can see the Omnichannel Session Handling (OSH) Delivery Mode for each agent, which can be either Single Contact or Omnichannel. Additionally, in the Contacts view, you can see the Total Contact Count, for each agent, which is the maximum number of total contacts an agent can handle at a time. These metrics give Supervisor users visibility of each agent’s routing mode and contact handling capacity. This feature is only available if OSH is enabled for your tenant.
OSH Capacity Metric
In the Supervisor Contacts view, the OSH Capacity metric is calculated by dividing the total number of active contacts (for an individual agent) by the Total Contact Count value, giving a more accurate calculation of an agent’s current capacity. This feature is only available if OSH is enabled for your tenant.
WebRTC Softphone Integration
Supervisors that use the WebRTC softphone can use all of Supervisor’s Active Call Action features, including recording a call and listening to a call.
New Tool Introduction - AI Forecasting
The NICE inContact CXone AI Forecasting tool is a purchasable add-on that provides additional types of forecast models, including the Box-Jenkins ARIMA, Exponential Smoothing, Multilinear Seasonal Regression, and Best Pick models.
These new models use most of the existing automatic forecast adjustment factors, such as including extreme values, week of month seasonal cycles, and week of year seasonal cycles.
CSV Exports for Reports
Users can now export most WFM Enterprise reports to CSV format for further manipulation of data and analysis outside of the platform.
Login Page Updates
The Use Single Sign On login option has been rescheduled for release at another time.
New Login Types
The CXone and CXone Gov login types are rescheduled for release at another time.
Customer Context in Outbound Email Notification
The outbound email notification enhancement has been rescheduled for release at another time.
Click Agent for Salesforce Version Log for a log of previous versions.
Agent for Salesforce v13.0 is projected to be released in November.
NICE inContact Agent for Salesforce v13.0
Agent Interface Integration with Salesforce Lightning
A new agent experience that is fully integrated with Salesforce Lightning will be available for voice interactions and will integrate Omnichannel Session Handling for Salesforce digital interactions. This simpler user interface will seamlessly integrate with the native Salesforce experience.
Default Task Subject to Channel Name
The mapping for tasks created after a contact ends will now include the channel name by default.
Agents will have the ability to configure audio and visual notifications for incoming contacts.
inView™ for CXone
The following features are projected to be released in November.
Gamification Command Center
Supervisors and administrators will be able to manage gamification features from a centralized hub: the Command Center. The Command Center will offer at-a-glance overview information such as coin output for a given time period or current running games, plus navigational tabs to quickly jump to different gamification landing pages (Challenges, Coins, and so forth). This will make gamification more streamlined, making it easier to get the maximum value from gamification efforts.
Gamification games will offer another method to engage agents throughout their workday by “gamifying” their performance and duties. Games will contain similar tropes of modern video games such as the option of creating single player, multiplayer, or team vs team games.
Updated/responsive dashboards (released in Spring 2019) will have the following new modules:
- Agent game module — similar to the Challenges module, agents can access information for their performance and join games.
- Supervisor game module — displays information for current running games, game history, and general game stats for supervisors and administrators to view.
- Heatmap — displays the geographic location of current contacts.
- Contact List — lists contact details for current contacts.
The following features are projected to be released at the end of October.
Stereo Recording Support
Engage and WFO users will be able to record in stereo.
ASR Studio Actions Language Update
Automatic speech recognition (ASR) Studio actions will accept language parameters, allowing you to increase voice recognition accuracy for non-English languages.
You will be able to calibrate each agent’s individual voice settings to eliminate background noise and detect when the agent is deliberately engaging with a contact in conversation.
Increased Tuning Customization Capability
A new ASRParamStudio action will allow you to tune Nuance voice recognition settings on a script level.