Release Notes

Click Agent for Salesforce for version 11.0 release notes.

Spring 2019

Advanced and Proactive Chat

Appointment Scheduling

Contacts can schedule Web meetings with an agent from your website. A calendar shows the contact available days and times when they can schedule a meeting. When the appointment is created, the contact receives a meeting link to join the scheduled Web meeting. When the session is set to begin, an agent is routed a chat and uses the co-browse interface to enter the Web meeting and interact with the contact.

Messaging API

You can use messaging API to integrate messaging apps, such as Facebook, Twitter, WhatsApp, and others, into NICE inContact Advanced Chat. This approach allows you to leverage a common set of services, like bots and AI, and have a common agent experience for chat and messaging.

Chatbot

Chatbot allows you to integrate existing bots or develop new bots that can leverage NICE inContact or third-party AI services. Chatbot enables you to generate workflows to provide answers, collect data, or automate common agent tasks by serving as a virtual agent. In addition, because it is integrated with Advanced Chat, your virtual agents can co-browse, provide Web guidance, share content, and more.

File Upload and Desktop Share

Contacts can upload a file to securely share with the agent. The file is scanned for viruses and then the agent clicks a link to access it in a browser. Agents can also share their desktops or a single application with contacts.

System Notation of Non-Message Events

Via API, the advanced chat interface interjects a statement that annotates events during a contact or agent's actions, such as when a contact sends a photo or the agent starts a co-browse session.

Agent for Oracle Service Cloud

Softphone Integration

Agent for Oracle Service Cloud supports an integrated softphone that utilizes browser WebRTC capabilities.

API

For additional information on these features, visit our Developer Portal.

Discovery Service

This new service allows users to obtain a comprehensive list of the endpoints for the CXone system from a central location.

Access Keys

This API returns a public and private key pair for a user, which can be used to request an access token for using other APIs. Access keys are permission-controlled. This feature is designed to work with the API Facade.

API Facade

The API Facade provides streamlined access and improved performance when using CXone APIs in customization and development efforts. Phase one of the API Facade will become generally available later in the Spring 2019 release (currently targeted for April 2019).

New APIs

Several new APIs allow users to configure business units in a more automated fashion. The new APIs include campaigns, points of contact, hours of operation, unavailable codes, and phone numbers. These APIs operate from a user account context, and that account must have the appropriate permissions. For example, if the user account does not have permissions to create campaigns in Central, then attempting to create a campaign with the API results in an error.

Central

Central (blue) No Longer References Unsupported Features

Certain references to NICE inContact Quality Management (hosted Uptivity WFO/Discover product), WFO and QM 1.0 (legacy WFO product), and the customer messages features that are not relevant to Central (blue) no longer appear in security profiles, reports, or anywhere else in the interface.

Point of Contact Business Continuity Field Removed

The point of contact creation and modification pages no longer display the non-functional Business Continuity field. Similarly, this functionality has been removed from the point of contact bulk upload area.

Counter-based HOTP Mult-factor Authentication (MFA) Support

In addition to the previously-supported, time-based TOTP method of MFA, you can choose to use counter-based HOTP method of MFA. HOTP allows certain hardware tokens without real-time clock, including YubiKey, to use MFA where the TOTP method does not. You must specify the type of MFA you want to use in the password policy of the security profile where you want MFA enabled.

New Columns in Bulk User Upload Template

Columns were added for Email and SMS refusal timeouts to the Bulk User Upload template. The platform displays an error if you attempt to upload multiple users with an older version of the template.

Chat Channel

Customer ANI Shows as IP Address in V2 Customer Chat Reports

The From field in the API/From report - and anywhere that the Fromaddr field appears in the platform - displays the contact’s IP address that was used to initiate a chat.

Customer Chat Responds to Browser “Locale” Subcategory – Defaults to Parent Language

If a contact’s browser language is set to a regional dialect that is not supported by the chat channel, the contact's chat interface language defaults to a related parent language. For example, Algerian or Bahrainian Arabic will default to Arabic (Standard), or Bolivian Spanish would default to Spanish.

CXone Messaging

New Channel Introduction

Using CXone Messaging, agents can respond to inbound SMS (text) messages and conduct two-way interactions in the same way they handle chat interactions. Administrators can configure the number of simultaneous SMS interactions per agent at the user or team level, with the allowed number being shared by text and chat interactions. CXone Messaging is initially available in the United States and Canada with short codes, long codes, and toll-free long codes. An additional 28 countries will be supported in coming months. For the Spring 2019 release, this channel is supported only for agents using MAX.

Interaction Analytics Pro

Smoother Transition in and out of the Application

A new authentication structure ensures navigation in and out of the Interaction Analytics Pro application is smoother and users are not logged out in error.

Minor Menu Restructuring

Some Interaction Analytics Pro pages that were accessed from Settings are now available under new navigation categories: Templates, Records, and Contact Routing. Company Profile and Corrections remain under Settings along with two new pages: Custom Sentiment and Ignored Phrases, which are described in notes following.

Language-based Date Formatting

Users see dates in a format that make sense to them according to their location.

Interaction Analytics Pro Accessed from Central

If you use Central (blue), users can open Interaction Analytics Pro from the application launcher in the top right corner of Central and enter the application as an authenticated user. If you are still using Central (orange), the method for accessing Interaction Analytics Pro has not changed.

Availability in Australia

If you are located in Australia, you can now analyze contacts using language conventions common to International English, rather than American English KE. You can obtain a more accurate analysis for sentiment and categorization and will experience less latency related to using the US-based analytics platform.

Custom Sentiment

You can control the sentiment type (positive, negative, or neutral) assigned to certain keywords and phrases to better align the analysis results to your business, industry, or interaction topic. For example, you may have the term 'cancel' appear frequently in your transcripts, and it is analyzed as negative by default. However, if your business or team deals with a lot of contacts calling to cancel services, it is a normal occurrence for a caller to want to cancel their service and it is not necessarily negative. Custom sentiment allows you to change the sentiment of the term 'cancel' to be neutral.

Most Unresolved Contacts Widget

Users can check the Most Unresolved Contacts widget to see the most commonly unresolved categories impacting their contact center. The widget allows a user to see the most commonly unresolved categories or agents, paired with the context of average handle time. Both category and agent views display information about the number of unresolved issues and average handle time with the option to drill down to specific categories or agents to see more information. Users can use resolution status as criteria for workspace filtering, widget filtering, category rules, and topic criteria.

Frustrated Contacts Widget

The application analyzes interactions to find contacts who were upset, angry, and likely to escalate and result in churn and dissatisfaction. The Frustrated Contacts widget allows users to view interactions where contacts expressed frustration or anger with a process, service, agent, or product. The widget is configurable and displays the top categories with the most frustrated contacts and top agents with the most frustrated contacts. Users can view more details about each bar in the widget. Users can use frustration as criteria in workspace filtering, widget filtering, category rules, and topic criteria.

Frustration Trend Chart

Users can view all frustrated contacts over time in this widget. It tracks and displays frustrated and non-frustrated contacts in a trend chart, allowing users to quickly view trends happening with frustrated contacts.

Boilerplate Text Exclusion

You can select boilerplate text—such as email signatures—you want the engine to ignore when interactions are analyzed for sentiment and categorization. You can add the text by selecting it directly from a transcript, by adding text directly to the new Ignored Phrases page, or by uploading the boilerplate text in a .CSV file. The text is then no longer analyzed and annotated in your data analysis, resulting in more accurate insights.

Widget-level Filtering

All filter options that are available at the workspace level (such as category, channel, and so forth) are available at the widget level in your workspaces, allowing users to filter each widget individually. This enables users to view a wide variety of widgets side-by-side, filtered in different ways for different insights.

Widget Settings

Users will be able to configure widget settings directly from the workspace. The Settings option is available for each widget in workspaces, where users can change the widget title, control filters, and change configuration options that are available for that widget. Settings options are also be available in the workspace editor.

Querying and Filtering Enhancements

The accuracy and usability of querying and filtering in the application has been improved, particularly with exclusions. Both the agent and contact speech of the interaction is analyzed to return topic, category, and filter results that remove the excluded terms and phrases from both sides of the interaction, rather than just the agent speech. Users can include or exclude criteria to see if a particular term or phrase is present or excluded for one side of the call in topic definitions. The improvements to phrase matching ensure that the entire phrase is matched and not just the individual words in a phrase. These enhancements result in the following: 

  1. A new Participant field in the widget options for the Sentiment Trend chart.
  2. An updated Contacts widget and Show Contacts table with separate columns for agents and contacts.
  3. A Participant field in the category rule editor.
  4. An updated matching contact interface for categories.
Enhancements to Contacts Widget and Show Contacts Modal

The Contacts widget and the Show Contacts modal contain new fields for both agent and contact sentiment and both agent and contact readability. The chart also displays contact frustration. The contact details include the transcript, agent name, contact ID, and contact frustration level, all in the same view.

Users must reprocess their topics to see frustration data and both agent and client data in the Contacts Widget and Show Contacts modal. New topics created after this release display all data without additional processing.

inView for CXone

New Dashboards

You can create new dashboards with the following features:

  • Responsiveness – move and re-size modules
  • Updated design – charts and themes have a modern look
  • Dashboard landing page - preview your dashboards
  • Dashboard templates – easy starting point for onboarding or creating new dashboards

You may continue to use your existing dashboards for the foreseeable future.

Challenges

Challenges were streamlined and simplified. Supervisors now configure parameters under which agents can create challenges on their own. Agents can create challenges directly from the new Challenges dashboard module. A user's profile avatar, along with other details for their current challenges, also display in the Challenges module on the dashboard.

Consolidation of User Pages

The Users page includes more detail for a user’s profile in a central location, such as gamification stats, personal photo, and permissions.

Navigation Change

Toolbar and menu navigation moved to a left side-menu with new categories like Home and Widgets.

MAX

Interface Color Change

The default primary color for the MAX interface has changed from gray to blue.

MAX Preview

With major new releases, you can assign the new version of MAX to a business unit or to individual agents for testing before deploying it organization-wide. The new version preview period is limited to about four weeks each release. After that time, the new version automatically becomes the default for all users.

For customers using MAX with IE11 or Edge, NICE inContact domains must be recognized as trusted sites. Add the following:

  • *.niceincontact.com
  • *.incontact.com
  • *.nice-incontact.com
  • *.incontact.eu

For more information, see Supported Internet Browsers.

Ability to Transfer Email Drafts

Multiple agents have the ability to contribute to the final email reply, if applicable, before it is sent to the contact.

24-Hour Clock Time Format Setting

Agents can choose to enter and display time in 24-hour format.

Address Book Refresh

When agents are using the address book, the +New sub-menu has been removed. The search field is consolidated between phone and email to eliminate a mouse click.

Visual Counter for New Messages

The number of unread messages is indicated by a red counter icon.

Integration of CXone Messaging

Agents can handle inbound SMS interactions using the new native CXone Messaging channel.

Chat Session Selection

When an agent selects an inactive chat session from the chat navigator tile, the selected chat automatically slides into view.

Preview Dialing A/V Notification

Agents receive a notification for preview dialing in addition to other contact types previously supported if they have the A/V setting for New contact set to on.

Revised Work Item Quick Reply Buttons

The Insert button is replaced with a Copy button, which places the quick reply text on the clipboard so agents can paste the text anywhere.

Setting to Suppress Network Warning

The agent can suppress network warnings by turning this setting to off. The default setting is off.

A/V Setting for Agent Messages

This setting enables the agent to receive a browser notification when a new agent message is received. There is a visual and an audio option.

Widened and Sortable Tag Selection List

The tag selection list is in a larger box and list tags are in alphabetical order.

Custom Workspaces for Teams

You can configure custom workspaces for teams, in addition to business units.

Omnichannel Session Handling

Refusal Timeout Configuration Parity with Station Configuration

You can configure custom refusal timeouts for each channel at a user level.

Personal Connection

Improved Answering Machine Messaging

The LAYDOWN action is similar to PLAYAMD but is a simpler option for an agentless script. It provides improved answering machine detection and optionally allows users to accurately deliver their intended message on an answering machine when governed from a script.

QM Enterprise

Improvements to System Performance

Database improvements and memory enhancements have been implemented to improve system performance.

Reporting

Contact History Report Updates

The Master Contact ID is now available within the Contact History report.

Studio

New Actions

Several new actions are available in Studio to support CXone Messaging. In addition, a new LAYDOWN action has been added to support improved answering machine messaging in Personal Connection.

Support for Browser-Agnostic Download

Users can now use Chrome to download and install Studio when they choose the new Studio.exe link on the Software and Updates page. The previous link, Studio.application, is also available during this release. If users decide to reinstall Studio, they should first uninstall their current Studio version to avoid having two Studio applications on their desktop.

Updated and Refreshed Icons

Icons for Studio actions and script types have been updated with a fresh look, giving them a more modern appearance.

Login Dialog Change

A new button labeled "Login with Session ID" appears on the Studio login dialog. This button is for use by NICE inContact Support when there is a need to access Studio to assist customers. It is irrelevant for other Studio users and should not be used.

SNIPPET Action - Encoding and Encryption Feature

The SNIPPET action supports Base64 and HMAC encoding, plus SHA-512 encryption.

Supervisor

Daily SLA Performance and Trend Line

Supervisors can view the cumulative SLAService Level Agreement; commitment between a service provider and a customer with a defined service level threshold, including quality, availability, and responsibilities. percentage for the current day when they drill-down into the Skills Table. Additionally, supervisors can hover over a trend line to view the SLA percentage at each hour of the current day.

inContact Agent for Salesforce New Features

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

NICE inContact Agent for Salesforce 11.0

External Routing for Digital Channels

When configured, Agent for Salesforce chats and cases are routed by NICE inContact and delivered to the Salesforce Omni-Channel widget for handling.

FedRAMP Compliance

Government cloud users can leverage Agent for Salesforce.

NICE inContact Agent for Salesforce 10.1

Softphone Integration

Agent for Salesforce supports an integrated softphone that utilizes browser WebRTC capabilities.