Release Notes

Click Agent for Salesforce for version 7.0 and 8.0 release notes.

17.2 CU1 New Features

Customer Chat Interface

Support of Co-Brand Enforcement

The HTML5 (V2) Customer Chat Interface now complies with the Co-Brand setting in Branding Profiles, which determines whether the “Powered by inContact” logo shows in the chat interface window.

NICE inContact Agent for Oracle Service Cloud

May 2017 Version Compatibility

This update allows customers to use the latest versions of Oracle and inContact.

Data Mapping Without Task Creation

This feature provides customers with the ability to map data to other objects without having a task previously created.

Central

Address Book Phone Number Format Requirements

The phone number fields for contacts in an address book now have a character limit of 30.

Personal Connection

SMS Message Support for Toll Free Transport Codes

The proactive SMS system has been updated to allow support for all existing format protocols. This includes appropriate throttling and message parsing.

Omnichannel Analytics

Analytics Data Ingest API

The Omnichannel Analytics Data Ingest API gives you the ability to input and analyze your external, non-inContact ACD, text-based structured and unstructured data, including survey, CRM, and third-party chat and email, to obtain analytic insights and actionable data. Neither specific integrations, such as Salesforce and chat applications, nor connectors are a part of this initial release; however, the API offers the ability to create customer data sources for different data types, like a data source for Salesforce data, or one for external chat data, and analyze data within the Omnichannel Analytics user interface.

Transcript Correction

Customers using Omnichannel Analytics for voice contacts can update and correct voice transcripts that contain inaccurately transcribed words and phrases to increase the accuracy and value of the data obtained from analysis. You can make a correction once and have the correction applied to all future and previously ingested data.

Document Quality / Confidence Filtering

A document quality algorithm can rank incoming voice transcripts. You can now sort, filter, and display the transcripts and insights based upon the rankings. Additionally, you can sort transcripts within the Show Contacts module according to document quality. You can focus on analytic insights obtained from voice calls with higher quality transcriptions, increasing the ability to find actionable insights in your data. You can feel confident that identifiers like “Agent Rude” or “Fraudulent Charge” within the documents provide valid insight as they are based upon more accurate transcriptions.

Entity Level Sentiment in Category Rules

Customers could not previously use entity-level sentiment in category rules and were restricted to using the overall positive or negative sentiment for the contact as a whole. You can now create more refined category rules to identify sentiment around particular entities, such as products, agents, or brands, to improve the understanding of your customers' experiences. When creating rules, after specifying the entity, you can designate the sentiment that must accompany the entity for the transcript to match the category rule.

Auto Scaling of Production Environment

The production analytics environment automatically scales to accommodate increased volume and demand. Auto scaling of the production environment ensures that the application's user interface is quick and responsive, that calls, chats, and emails are ingested and analyzed promptly, and that system downtime not a concern.

Conversation Themes Category Set

A new keyword-based category set designed to obtain broad business insights from the voice channel has been included in all Omnichannel Analytics implementations. The Conversation Themes Category Set helps you discover issues and trends within your voice channel data. This category set identifies a wide array of business terms and themes using a hierarchy of simple keywords, rather than complicated phrases and patterns in text that are more suited to text-based channels with no transcription issues.

NICE QM

Expanded Platform Compatibility

Integrating inContact ACD with NICE QM 6.6.5 has enabled support for additional historical playback channels, native Live Monitor support, and support for additional audio and screen capture channels per tenant.

EMEA Deployment Compatibility

Deployment of NICE QM features is available to customers in the Europe, Middle East, and Africa (EMEA) markets. The regional data center is located in Frankfurt, Germany.

17.2 New Features

Central

Changes to the Password Reset Process

When a user resets their password, before entering the new password and confirming that password, they are prompted to enter their old password.

Customer Chat Interface

Chat Profiles Available for V2 (HTML5)

Chat profiles can be created for the V2 (HTML5) chat interface. You can select customized colors and fonts and upload a logo to the chat interface using either chat interface type.

Chat Interface Version Selectable in Chat Profiles

The chat interface version, V1 (ASPX) or V2 (HTML5), can be set at the chat profile level instead of the business unit level.

Pre-chat Forms Available for V2 (HTML5)

The HTML5 version of the chat interface has a built-in way for you to create pre-chat forms. These forms are presented to the customer when they initiate a chat session. The customer fills in the fields defined, and that information is imported into the BEGIN script in Studio.

Data and Reporting

Agent ID Attribute Available in Custom Reporting

The attribute Agent ID has been added to Custom Reporting as a selectable field option for the Personal Connection, Intraday Contact Detail, Contact Summary, and Contact Detail models.

Expand the Outbound Agent Performance Report to Show Time Metrics

The Outbound Agent Performance Report includes three new columns: Preview Time, ACW Timeout, and Preview Rejects. The filters have also been expanded to include all Outstates.

Billing Reports Include Active, Long Term, and Data Retrieval Activity for Cloud Storage Services Users

The billing usage report displays separate values for measuring Active, Long Term, and Long Term Retrieval activity for customers using cloud storage through Cloud Storage Services.

MAX

Omnichannel Session Handling

Agents can handle multiple contacts from different customers concurrently regardless of the channel. For example, while handling an email an agent can take a phone call and multiple chats from other customers.

Omnichannel Elevation

Agents can use multiple channels while interacting with a single customer. While handling an inbound contact, agents can initiate an outbound contact (voice or email) to that customer, allowing them to communicate with a single customer across multiple channels, concurrently.

Personal Connection

Disposition Timeout

You can set a maximum time limit for agents to disposition a call. A timer in MAX counts down from the configured time as soon as the call ends. If the agent does not disposition a call before the timer reaches 0, the agent's state changes to an unavailable state of your choosing. If it expires when an agent has already selected a disposition then that disposition is associated with the contact. If the agent does not choose a disposition prior to expiration then No Disposition is associated to the contact.

Studio

New Action - SIPXFERPUTHD

The new SIPXFERPUTHD action allows additions to be made to the SIP header of a call prior to a transfer or blind transfer.

Workforce Intelligence

Additional Rule Intraday Inputs

Administrators can use two new Intraday Data Points in WFI Rules: Queue Size and Longest Wait Time. This allows administrators to create an automated action to take place based on a Queue Size or Wait Time. These Data Points are used in the same way as the Service Level Intraday Data Point.

Rules for Periodic Automatic Actions

Administrators can use Recurring Rules to configure an activity's regular occurrence using Hourly, Daily, and Weekly settings. Administrators can add and remove multiple skills at the same time as well as set a skill to be added under specific conditions.

WFI Moved in Central from WFO Menu to Admin Menu

“Workforce Intelligence” is now located in the Admin menu in Central. WFI Reports remains in the Reporting/Analytics section.

inView

Notification Center

The Notification Center pushes real time notifications, alerting you of new chats, work aids, surveys, and announcements.

Profile Redesign - Avatar

This new update allows you to personalize your avatar and view various data such as coins, gems, badges, XP, and records from your profile.

Point Store

The Point Store allows you to manage employee rewards. Agents are able to spend coins won via the Rules Engine on goods and perks.

Task Management

The Task Management tool enables you to create a task, assign it to various agents, and monitor its progress. Agents can also create their own task list.

Coaching Module Redesign

This new update allows you to create customized coaching sessions using forms, KPI goals, and notes. You can also view all open coaching sessions and easily complete follow-ups. Agents are able to view their coaching sessions and history.

NICE WFM and NICE QM Integration

inView Integration will enable you to use inView reporting dashboards in conjunction with NICE WFM and NICE QM.

Analytics

New UI Look and Feel

The user interface is updated to provide a consistent experience across inContact and NICE products.

Transcript Export

The Transcript Export enables you to export transcripts for all email, voice, and chat conversations, individually or in bulk.

Analytics-based Text Routing User Interface

The Analytics-based Text Routing user interface allows you to quickly customize your text-based routing, ensuring that incoming email messages are properly routed to an agent with the appropriate skill set and experience level.

Custom Categories for Analytics-based Text Routing

Custom Categories rules allows you to update the routing of your text-based customer conversations as customer priorities and product offerings change, ensuring that incoming emails are always handled by an agent with the best matched skill set.

Custom Terms for Analytics-based Text Routing

Custom Terms enable you to create and modify new parameters that can be used by the Analytics-based Text Routing system.

Find Contact Features

Find Contact Features allow you to explore a transcript, or group of transcripts, for events and entities occurring within the contact.

Rolling Time Frames for Reports/Topics

Rolling Time Frames ensure that you have access to real-time topics and reports of your business data.

NICE QM

Screen Recording

Screen Recording now captures agent desktop activity and stores it with the associated audio for compliance, quality assurance, and training purposes.

Manual Masking of Audio and Screens via MAX

Manual Masking enables agents to pause audio and desktop recording using a button in MAX. This allows agents to obscure sensitive information from the audio and screen recording.

Automated Masking of Audio and Screens via API Scripting

Automated Masking pauses and resumes agent audio and desktop recording when sensitive information is being entered into fields on the agent’s desktop. This is accomplished via direct API scripting of the inContact API.

On Demand Recording of Audio and Screens via MAX

On Demand Recording allows agents to initiate audio and desktop recording via MAX as needed.

Archiving Rules to Extend or Shorten Default TTL of 90 Days

Archiving Rules allows administrators to change a recording’s default expiration period of 90 days.

Disposition Name Visible and Searchable

Dispositions are available in the metadata of a recording and are searchable fields within NICE QM.

NICE WFM

Personal Connection/Dialer Support

Personal Connection/Dialer Support allows you to forecast and build schedules based on data.

Email Integration Support Including Backlog

Email Integration Support including Backlog provides data integration with email and work item routing data that can be passed into NICE WFM to determine headcount requirements and schedules based on historical data and backlog information.

View Agent Schedules in MAX

This feature provides you with the ability to view schedules directly in MAX instead of logging into NICE WFM separately.

NICE inContact Co-browse

NICE inContact Co-browse allows agents to simultaneously browse and collaborate with contacts on any channel. Using a unique co-browsing code, an agent can securely co-browse with any visitor on their website. Contacts do not need to download any software to interact with agents.

Contextual Content Sharing

Documents, PDFs, web links, and videos can be shared with contacts during a co-browsing session. Pre-defined content can be added for the agent to share with the contact. Any shared content is kept as a part of the transcript of the web session.

Visual Guidance

Agents see which pages contacts are viewing and where they are interacting on each page, highlight areas in the shared content for the contact to follow, and navigate for the contact if needed.

Form Assistance

Agents can describe web form fields, answer content-specific questions, and directly fill in form information as described by the contact, if requested. Completed forms can be submitted during a co-browse session.

NICE inContact Advanced Chat

NICE inContact Advanced Chat provides configurable, customized and automated web content, such as banners, vouchers, special offers, and dialogue boxes, that behave as an integrated part of your website. The content is presented as embedded content instead of pop-ups, and agents can follow visitors as they scroll through pages and move from one page to another. NICE inContact Advanced Chat delivers a unified user experience across any device connected to the internet including desktops, smart phones, and tablets. Live help dialogues offer live chat or callbacks. Mobile APIs enable ‘click to chat’ or ‘request a callback’ to be embedded into your mobile app. Once a chat is initiated, the Agent experience is a combination of MAX, which is used to manage the contact, and the new Customer Engagement Panel which is used to manage the chat media including NICE inContact Co-browse features.

inContact Proactive Chat

inContact Proactive Chat provides advanced web analytics and a powerful rules-based engine used to profile visitors and make intelligent decisions about when and how to engage them. With inContact Proactive Chat you can selectively offer live help to visitors based on metrics such as business value or agent availability. Intelligent decision criteria for live help can also be based on visitor behaviors such as browsing patterns, visitor scoring, KPIs, cart value, and time on the website. Advanced web analytics measure and evaluate customer engagement performance post-contact.

inContact Agent for Salesforce New Features and Enhancements

Click Agent for Salesforce Version Log for a log of previous versions.

NICE inContact Agent for Salesforce 7.0

Messages Icon

An icon has been added that allows agents to view a variety of messages eliminating the need to frequently switch screens to view messages.

Disposal of Bad Number Calls

A button has been added to allow agents to dispose of an outbound Personal Connection call before a message announcing an invalid or disconnected call has ended.

Place an Outbound Call After Email Interruption

After an email interruption, an agent can now put the interrupting inbound call on hold and dial an outbound call from outside of the address book.

Personal Connection Configurable Search

Contact center supervisors can now decide if they want to configure searchoptions for varying campaign requirements by the standard phone number search or by what is included in the External ID field, which can offer agents more accurate search results.

NICE inContact Agent for Salesforce 8.0

Data Mapping Without Task Creation

This feature provides customers with the ability to map data to other objects without having a task previously created.

Tag Mapping

This feature allows supervisors and administrators to map tag information to Salesforce objects in addition to the contact information currently available.

Extended Length of Address Book Field Characters

The character length of phone number fields has been increased to support 28 characters as well as an additional two characters for ‘+1.’