Major Features and Enhancements

For additional information, see the technical documentation references cited for each featureor ask your Uptivity representative.

Web Portal

Support for Unicode — NICE Uptivity version 17.3 supports Unicode. Unicode support enables Uptivity users to write text in fields (such as QA forms and group names) using any available language. A list of characters and languages available from Unicode can be found at this link: https://unicode-table.com/en/.

SAML 2.0 SSO Support — The NICE Uptivity Web Portal supports single sign on (SSO) for SAML 2.0 using the customer's enterprise SAML 2.0 identity provider.

A NICE Uptivity deployment can use SAML 2.0 in combination with Native authentication mode.

Recording

Integration Support for Cisco UCCE/PCCE 11.5 Protocol 20 and Later — Cisco CTI Server is the integration solution replacing Cisco CTIOS for NICE Uptivity customers integrating with Cisco UCCE or PCCE version 11.5 protocol 20 and later.

Cisco announced that it is discontinuing support for CTIOS for Cisco UCCE/PCCE version 11.5 Protocol 20 and later. Customers with earlier versions of Cisco UCCE or PCCE are able to continue using CTIOS.

Support for Exporting PCM Files — High-quality PCM audio files can be exported from Uptivity to be processed by a third-party speech analytics service.

A license is required to export PCM audio files from Uptivity.

For more information about exporting PCM audio files, see Export PCM Audio Files.

Performance Management

Quality Metrics— For the 17.3 release, NICE Uptivity Performance Management includes a standard set of quality metrics.

To view these metrics in NICE Uptivity, see View QM Metrics.

Licensing Additions and Changes

NICE Uptivity Speech Analytics — Customers that are upgrading from 17.2 require a new license for version 17.3.

Licensing for Exporting PCM Files — A license must be purchased in addition to the NICE Uptivity Speech Analytics license to enable this feature.

For more information, see Export PCM Audio Files.