Release Notes

Click Agent for Salesforce for version 12.0 release notes.

Summer 2019

Agent for Oracle Service Cloud

Authentication Enhancement

Agent for Oracle Service Cloud supports single sign-on with OpenID Connect using a third-party identity provider to streamline agent log in.

CXone Rebranding

Colors and logos are updated to NICE inContact branding for a more consistent user experience.

API

API Façade for Australia

The API façade is available in Australia.

Central

Granular Configuration Options for Omnichannel Session Handling (OSH)

If your business unit is enabled for OSH, you can now choose between a single contact or an omnichannel delivery mode at the team or agent level. Both the omnichannel mode and single contact mode experiences are customizable. For example, if you configure an agent for single contact mode, that agent can receive one contact at a time and also do elevations. If another agent is configured for omnichannel mode, that agent can receive concurrent contacts until the total contact count in the configuration is met and can also do elevations. This granularity can help contact centers test delivery modes more easily, and then configure the mode that is most appropriate for each department in the organization. You must contact your NICE inContact account manager to enable this feature, even if you already have OSH enabled.

Improved Readability in Central (blue)

Features in the ACD module have wider columns and hover-over tooltips available for the primary identifier columns. This allows you to see longer record names in the tables and hover over those that have been cut off to view the full name without having to open the record detail page. This change makes performing administration tasks easier and faster.

Removal of inTouch Permissions

Permissions related to inTouch—a product which reached end of life in 2017—no longer appear in security profiles and support profiles.

Web Server Indicator for Central (blue)

The web server you are currently on appears at the top of each page, as hidden text just below the blue top menu bar, to assist with troubleshooting. This is the same functionality that already exists in Central (orange) on the bottom of each page and helps streamline troubleshooting.

Active Skill Limitation for Central (blue)

Active skills are limited to 10,000 per business unit.

Multiple Agent Dialing Patterns

Agents can now have multiple dialing patterns for manual outbound phone calls. Administrators can create these patterns and arrange the hierarchy in a way that makes sense for their agents. This is especially helpful for organizations with contact centers in different countries, since agent patterns can be different based on geographical needs. Previously, all agents in the same business unit were limited to a single dialing pattern at the agent level.

Workflow Data

This new feature allows scripting administrators to create data sets and collections in Central, the ACD administration interface, and use them in scripts. Because workflow data is managed in Central, a contact center administrator can change values within the data that can be scripted for. For example, an organization might have a script that calls a list of phone numbers in the event of a center emergency. Previously, the list of numbers would have been hard-coded in the Studio script. Using workflow data, administrators can now change the numbers in the list as needed, without the need to change the actual script. This streamlines administration and enables business users to quickly make changes to routing flows.

Chat Channel

V2 Chat UI Refresh for Americans with Disabilities Act (ADA) Compliance

The chat interface displays bolder buttons and labels with more contrast. Contrast View has been removed, and the default profile is ADA compliant. Visual updates have been added to post-contact "Thank You" screens, "Live Chat" buttons, and pre-chat forms, making the interface easier to use for users with vision impairments.

V2 Chat Profile Expanded Colorway Options

Colors of visual elements such as chat bubbles and text can be customized. This allows for better alignment with company color schemes in the chat interface.

Cloud Email

Outbound Size Limit Change

The outbound total size limit for verified domains decreased from 17 MB to 10 MB. Individual file size limits remain at 10 MB.

Outbound Custom SMTP Configuration

Organizations in the Americas, EMEA, and APAC regions can use their own outbound email server in place of the NICE inContact server. Contact your NICE inContact service representative for more information.

Update to the Domain Verification Workflow

You can re-initiate an email domain verification from the Email Domains page in the platform. Verifying your email domains allows you to use the updated infrastructure for cloud email; unverified email domains will continue to process over our classic email server.

Interaction Analytics Pro

Consistent Stemming, Filtering, and Matching

There are new options when entering words or phrases as topic definition criteria or when using the keywords filter. The user can configure based on an exact match or a variation to those words or phrases.

Populated Drop-downs

More areas of the user interface populate suggestions as the user types, such as entity values, structured data values, and other items.

Silence Detection

The user can view extended periods of silence during a call or chat as a percentage using the Interaction Silence widget. The ability to use silence as a criterion is available for topic creation, category rules, and filters.

First Contact Resolution Category Set

The First Contact Resolution category set allows the user to identify obstacles that may be negatively affecting the first contact resolution rate.

Timing for Items in a Category Rule

The user can specify when words or phrases in a category rule must occur. Rules can be configured to occur at a specified time during a contact or within a certain time frame of each other.

Proximity for Phrases in Category Editor

The user can add a proximity value to a phrase that specifies how far apart terms in the phrase can be. Terms in a phrase can be up to 8 words apart. This adds flexibility to create categories that match more instances.

inView™ for CXone

Click here for a short video that introduces the inView features.

New dashboards from the Spring 2019 release are available on your Home page. In the following feature descriptions, these new dashboards are referred to as "updated dashboards". “Legacy dashboards” refer to older, existing dashboards that must be converted into updated dashboards before the end of the year.

Dashboard Functionality

Updated dashboards received the following improvements:

  • Home page tabs — Open 5 dashboards simultaneously as tabs.
  • Dashboard subscriptions — Receive reports for module data on a given updated dashboard.
  • Dashboard templates — Create prebuilt layouts for updated dashboards.
  • Module docking — Minimize a module to a docking bar to open the module on a different dashboard or to simply reduce a cluttered or 'busy' appearance.

Legacy Dashboard Quickstart

This tool helps you quickly and efficiently migrate your legacy dashboards to the new format as updated dashboards.

Dashboard Modules

You can use the following new modules with updated dashboards:

  • Activity Feed — Displays a list of recent actions and events in your system such as new notifications.
  • Calculator — A basic calculator to avoid switching screens.
  • Notepad — A blank space to take brief notes.
  • Solitaire and 2048 — Games to engage agents throughout the day (must be enabled in role).

This list does not include the widget functionality that moved to modules (see next feature).

Widget Transition to Dashboard Modules

Coaching, Announcements, and Work Aids widgets are now modules for your updated dashboards.

Roles Simplification

The Roles page received visual updates to simplify navigation and page organization.

User Attributes

User attributes were expanded to enhance reporting and grouping purposes with the following features:

  • Ability to create and assign attributes tied to role permissions.
  • Automatically generated attributes based on required profile information.
  • Ability to apply attributes on an individual or group level.
  • User Attributes page to manage attributes.

Profile Re-style

The profile window received visual updates to simplify navigation and page organization. You also have more customization options for your avatar.

Objectives Updates

The Objectives page was revamped to streamline the management of objectives, simplifying navigation and page organization. Two key features are:

  • Two extra colors for objectives ranges (another warning level and above-and-beyond performance).
  • Ability to create or add a time component to new and existing objectives.

MAX

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 3 weeks each release. After that time, the new version automatically becomes the default for all users. This new approach enables a soft rollout of the new MAX versions with more time to inform and train your agents.

For customers using MAX with Internet Explorer 11 or Edge, NICE inContact domains must be recognized as trusted sites. Add the following:

  • *.niceincontact.com
  • *.incontact.com
  • *.nice-incontact.com
  • *.incontact.eu
Answering Machine Button Available During Active State

When using Personal Connection, the Answering Machine button allows the agent to dispose of answering machines delivered as live calls. The Answering Machine Override Seconds setting on the CPA Management Page determines how long the button is displayed. This button lowers call abandonment and increases productivity by allowing the agent to immediately take another call.

Personal Connection

System Handling of Answering Machines Improved

System scripts that govern answering machine handling have been improved to ensure a success rate of 85% or higher in delivering messages intended for answering machines and leaving the intended message, improving campaign results.

Answering Machine Button Available During Active state

The Answering Machine button allows agents using MAX to dispose of answering machines delivered as live calls. The Answering Machine Override Seconds setting on the CPA Management Page determines how long the button is displayed.

This button lowers call abandonment and increases productivity by allowing the agent to immediately take another call.

Automatic Skill Cleanup

Skills that get stuck in a stopping state will be automatically cleared during the maintenance period and ready to start when the maintenance period ends. Users can opt in to receive an email when skills are resolved by this process with the Force Stop Skills Notify Email setting on the Business Unit Details Tab.

This feature ensures contact center managers are aware of issues with outbound skills that may require their attention.

Reporting

Long Abandon Metrics for Custom Reporting and Direct Data Access

Custom reporting and direct data access reports now include Long Abandon metrics. These metrics consist of % Long Abandons, Avg Long Abandons, and Long Abandon Time.

Character Increase for Reports Displaying IVR Action Data

The maximum character limit for reports logging and displaying IVR Action data has been expanded from 60 characters to 100 characters.

Character Increase for Reports Capturing the DB Portion of Snippets in Studio

The maximum character limit for reports logging the DB portion of snippets in Studio has been expanded from 200 characters to 400 characters.

Security and Compliance

Federated Authentication

Federated Authentication has been enhanced to work with CXone and Studio. This feature allows for CXone to be an identity provider for other applications and standardizes the APIs used for integration. Federated Authentication will be available later in the Summer 2019 release cycle.

HOTP Support

Multi-Factor Authentication (MFA) now supports HMAC-based One-time Passwords (HOTP). HOTP-based MFA can be configured by either the users themselves or by an administrator.

Multi-Stage Login

The user login experience for CXone (Central) now requires the user to enter information on two screens for added security. The username is entered on the first screen, where the Remember Me checkbox can also be selected. The password is entered on the second screen. The Launch Agent on Login checkbox also displays on the second screen since, when a user selects Remember Me, the first screen is skipped on subsequent logins.

Storage Services

Custom Key Management Service

You can now use your own Amazon Key Management Service (KMS) to encrypt and store your files in Cloud Storage.

Studio

Billing Warning

When logging in to Studio for the first time after a major release, a generic billing warning will appear to warn you that previously-made changes to scripts could potentially cause unintended costs to contacts.

Reduction in Studio Loading Time

Average load time for Studio is now up to 30% faster.

Workflow Data

A new Workflow Data action facilitates the workflow data capability of editing data sets in a Studio script directly from the CXone platform. See Workflow Data for more information.

Multi-factor Authentication (MFA) Support

Studio now supports multi-factor authentication (MFA). To use MFA with Studio, you must select the new CXone Custom login type. Full functionality of the login type will be available at the end of July.

Custom Login Type

Studio has an additional login type called CXone Custom. You can use this type to authenticate with a fully-qualified domain name (can be used by any user). This feature will be available at the end of July.

Migration Notification

When logging in to Studio for the first time after the Summer 2019 release, you will see a notification that prompts you to uninstall Studio, and reinstall with the new version.

Supervisor

Contacts View for OSH

The new Contacts view for Omnichannel Session Handling (OSH) provides supervisors a real-time view of all of an agent's active contacts, including: the contact media type (voice, email, chat, work item), the campaign name and the skill name associated with the contact, elevation status, the active time the agent has been handling the contact, and a unique contact ID. This gives your supervisors more detailed insight into agent activities related to Omnichannel Session Handling.

Interface Color Change

The default primary color for the Supervisor interface has changed from gray to blue for a more consistent user experience throughout CXone applications.

WFM Enterprise

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.

NICE inContact Agent for Salesforce

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

NICE inContact Agent for Salesforce 12.0

User Interface Refresh

Colors and icons are updated with a more native Salesforce appearance for a more consistent user experience.

Theicon indicates user interface (UI) navigation changes or tab or column relabeling.