Release Notes

Click Agent for Salesforce for version 9.0 release notes.

After your business unitHigh-level organizational grouping used to manage technical support, billing, and global settings for your NICE inContact environment has been updated, MAX users must clear their browser cache and cookies before using MAX for the first time. Otherwise, MAX may not function correctly. If you are unsure how to do this, perform an Internet search for keyword clear cache <browser name> (for example, clear cache Internet Explorer).

Spring 2018 New Features

Agent for Oracle Service Cloud

Reject Preview Record with Configured Options

Agents can re-queue their preview records, reschedule their records, or snooze to receive delivery of their records later.

Dynamic Address Books

Contact center agents can quickly access commonly used names, phone numbers, and email addresses, as well as current statuses, using dynamic address books.

Scheduling for Commitment Manager

Agents can schedule commitments for either themselves or a skill.

UI Changes Ahead of Omnichannel Session Handling (OSH)

User interface (UI) enhancements are added to enable the phone channel in the pop-out, and simplify access to channel interactions.

Pop Contact Screen for Inbound Email

When an inbound email is received, the application automatically searches the contact's records by email and pops the desired contact. This was previously completed through a Studio script.

Cloud Storage

Delete Files from Secure External Access (SEA) S3 Bucket

You can use an FTP client, script, or cron job to delete files from your SEA bucket before the default automatic deletion, which is after 30 days.

'Or' Functionality Added to Copy and Move to SEA Option

When you configure active storage rules, you cannot select both the Move to Secure External Access and Copy to External Access options. Selecting one disables the other.

Customer Chat Interface

Pop Out and Re-embed Chat

Contacts that are active on an embedded chat can pop out their chat into its own browser window and redock it, as needed.

Active Chat Session When Contact Navigates Away from the Page

The Customer Chat Interface attempts to maintain active chat sessions when contacts active on an embedded chat navigate away from the page. If a contact opens another page that also contains the embedded chat JavaScript in an additional browser tab, the chat can follow the contact to the new tab.

CXone QM Enterprise

CXone QM Enterprise Upgrade

The newest version of CXone QM Enterprise includes support for:

  • Language packs (EMEA only — includes German, Spanish, Portuguese, French, and English)
  • Litigation holds
  • Native Live Monitoring
  • Additional live monitor audio and screen playback channels across tenants
  • Additional historical audio and screen playback channels across tenants

CXone QM Enterprise in Australia

CXone QM Enterprise is available for Amazon Web Services implementation in Australia.

CXone WFM Enterprise

Holiday Preferences Page

The Holiday Preferences page for the NICE Supervisor WebStation allows supervisors to view agent holiday preferences for Time Off Manager. To gain access to this feature, permissions must be granted through the Users and Permissions page.

Time Standards and Forecasting

New functionality has been added to allow users to enter the BU or CT date range and default time standard values to override the forecasted AHT values calculated using queue history.

Work Journal

The Work Journal feature allows supervisors and agents to enter the number of work items an agent completes by queue. This feature is used in cases where there is no ACD collecting data. To gain access to this feature, permissions must be granted through the Users and Permissions page.

Enhancements to Time Off Manager

The Time Off Manager feature has been updated to allow users to define time off in days.

Enhancements to Generate Schedules, Meeting Scheduler, and Optimize Scheduler Dialogs

The Generate Schedules dialog now remembers the settings selected on each page of the dialog, for each user, after the user runs the associated process.

Enhancements to Intraday View

Several columns have been added to the Intraday spreadsheet including Contacts Act vs. Intra, Rev, or Run rec %, Contacts Act vs. Intra, Rev, or Run %, and AHT Act vs. Intra, Rev, or Run %.

Enhancements to Queue History and Schedule Management Views

Users can now change the date corresponding to the data displayed in the Queue History or Schedule Management view without going back to the Selector view.

Enhancements to NICE Supervisor WebStation

Changes implemented in the NICE Supervisor WebStation include:

  • Personnel Planner page — Allows supervisors to enter service level time and AHT values in days:hours:minutes:seconds format and to export long-term forecast data to a spreadsheet. The FTE calculation has also been updated to consider shrinkage and multi-skill efficiency.
  • View Pages tab in reports — Adds a check box in the column heading for the Data Reports and Process Reports pages.
  • Schedule Changes page — Updated to change the ID column heading in the Pending Approval and Processed spreadsheets to Agent ID.
Equations Guide

The Equations Guide can be found in the WFM workstation help and contains links to help topics with equations used in the CXone WFM Enterprise system.

User Sync Updates

Any user sync issues can be fixed within Central or CXone WFM Enterprise/CXone QM Enterprise and should not require manual database manipulation.

Moving Reactivated Agents

A previously deactivated agent that was set to MU2 in CXone WFM Enterprise is now reset to MU1 upon reactivation within Central. This eliminates the need to manually search for and move agents.

CXone WFM Enterprise Deployment in EMEA and Australia

CXone WFM Enterprise is now available for use in these regions using Amazon Web Services.

Historical Manual Outbound in CXone WFM Enterprise

Historical Manual Outbound data is now available for forecasting and scheduling.

Reporting

Terminate Agent Option in the Active Agents Report

The Active Agents Report now includes a terminate button that allows users with correct permissions to select an agent from the report list and force them to log out. This feature should be used in the event that the clear agent action does not log the agent out.

Attributes in Custom Reporting Reflect Changes

If an attribute name in custom reporting is changed by the user, the custom reporting values dynamically update to reflect those changes.

Display the Agent ID Attribute in the Agent List

The corresponding Agent ID follows the Agent Name in the agent list. This allows for differentiation between agents with the same names.

Cloud Storage Selector in the Billing Report

The Disk Usage Billing Report in pre-built reports has an additional section displaying cloud storage metrics for customers with this option enabled.

SMS Transcripts Option in the Enhanced Contact History Report

The Contact History Report contains the option for a user to view and download SMS transcripts.

Queuing Reports in the Custom Report Scheduler

Up to twelve scheduled custom reports can be queued up at any given time. As finished reports drop out of the queue, new requests are added to the queue. This allows requested reports to process without timing out.

Limit Contact List Widget to Twenty Thousand Entries

To enhance the performance for most users, the Contact List Widget has been limited to 20,000 rows of data.

CXone Feedback Management (FM)

New Product Introduction

FM helps users fully consider customer feedback in evaluating their journey with an organization, and use this data to effectively drive customer loyalty. Using patented Net Promoter Score (NPS) technology for benchmarking, combined with speech-to-text and built-in analytics applied to survey comments, users can review feedback and sentiment in both verbal (recorded) and written formats.

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 9.0

Results/Notes Tabs Placed More Prominently

Agents can see the Results and Notes tabs by default when they are on a call. Previously, agents had to click three times to access these tabs.

Pop Contact Screen for Inbound Email

When an inbound email is received, the application automatically searches the contact's records by email and pops the desired contact. This was previously completed through a Studio script.

Enhanced Who and What Field Mapping

Agents can choose to map contact data to all objects opened during the contact or to limit contact mapping to only the selected object in the Who and What fields.