Coming Soon in August 2022 Minor Release

Release Notes

This page shows features currently planned for the August 2022 Minor release.

Features are subject to change between now and the final release dates. Users will be able to access these features, depending on their permissions and purchased applications, once their tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment has been updated.

The online help continues to reflect the previous version of the product being used by most customers.

Features are subject to change between now and the final release date.

Admin

Removal of ACD Template from Bulk Upload Portal

The ACD Bulk Upload Template will be removed from the Admin Bulk Upload Portal. It will still be available in the ACD application. This update will reduce syncing errors between ACD and the Bulk Upload Portal.

Customer Request UI Change Availability On toggle

Added Ability to Edit Employee Usernames

Currently, you cannot change employee usernames after they are created. With this update, you will be able to edit any username. Usernames must be in the format of an email address. They do not have to be real email addresses. The ability to edit usernames will allow you to more easily correct employee profiles.

For those who use single sign-on: Editing an employee's username may change their username with your external identity provider (IdP). If it does, you must change the External Identity field separately. The External Identity field must exactly match the IdP username for authentication to work.

Customer Request UI Change Availability On toggle
Digital First Omnichannel

Workflow Automation (WFA) Update

The following update is for the Workflow Automation functionality in DFO. This update provides you with more customization options for the way you interact with customers.

Web visitor tags—You will be able to tag the visitors of your website according to what they do on the page. For example, if a visitor spends a lot of time on your website, you could create a custom tag called Highly Interested. Or if a visitor doesn't finish at check out, you could create a custom tag name for that behavior as well.

You can use these tags as conditions for proactive actions. When a chat interaction occurs as a result of a proactive action, the applied tags will carry over to the contact. This will allow you to customize proactive chat pop-ups for a particular visitor or group of visitors based on the tags applied to them. This update affects both live chat and chat messaging.

Customer Request UI Change Availability

On toggle

Quality Management

Time Zone in Quality Plan

You will now be able to set a time zone in a quality plan. The plan will distribute interactions according to the selected time zone of the agents.

Customer Request UI Change Availability

On toggle

Auditing of QM Evaluation Activities

The following QM evaluation activities will now audited in the Activity Audit and Change Audit reports:

  • Created/assigned

  • Submitted

  • Acknowledged

  • Challenged (Disputed)

  • Deleted

  • Replaced

  • Expired

  • Auto Acknowledged

  • Saved as draft

  • Challenge Resolved (Dispute Review)

Customer Request UI Change Availability

On toggle

Plan Monitoring Enhancement

Previously, the plan monitoring considered inactive agents for the complete plan duration.

With this release, the plan monitoring will exclude the inactive agents after they are deactivated. You'll now be able to see the number of active agents as well as more accurate status of the quality plan.

Customer Request UI Change Availability

On toggle

CXone Recording

Agent Contact ID in Interaction Metadata

A new Agent Contact ID field will be available for data extraction. You will need version 5 of the Interaction Metadata API to get the Agent Contact ID fields.

Customer Request UI Change Availability

On toggle

Reporting and Dashboards

Business Intelligence (BI) Reports

Activity Audit and Change Audit Reports—Auditing of QM Evaluation Activities

The following QM evaluation activities will now audited in the Activity Audit and Change Audit reports:

  • Created/assigned

  • Submitted

  • Acknowledged

  • Challenged (Disputed)

  • Deleted

  • Replaced

  • Expired

  • Auto Acknowledged

  • Saved as draft

  • Challenge Resolved (Dispute Review)

Customer Request UI Change Availability

On toggle

Workforce Management (CXone)

Support for Cancellation of an Approved Time-Off

Agents will be able to cancel their approved time-off requests.

The cancellations will work for:

  • Published schedules.

  • Unpublished schedules.

  • Current days.

  • Future days.

Currently, only supervisors can cancel approved time-off requests for the agent. Agents will have a better user experience with more control over their approved time-off requests.

Customer Request UI Change Availability

On toggle

View Published Schedules in the Calendar Under My Schedule Page for Agents (My Zone)

An agent will be able to see the published days highlighted in the calendar in My Schedule under My Zone.

With highlighted view in the calendar, agents will be able to:

  • Easily differentiate the days for which schedule is published.

  • Will have better control over the tasks like trade shifts, request time-offs, and so forth.

Currently, the calendar with highlighted published days is available to:

  • My Schedule page for the managers.

  • Mobile app for agents.

Agents will also view the calendar with highlighted days for the published schedules in My Zone.

Customer Request UI Change Availability

On toggle