August Minor 2022 Release Notes

This page has been updated to show the final products and features in the August Minor release of CXone. Features are subject to change between now and final deployment.

Admin

Removal of ACD Template from Bulk Upload Portal

The ACD Bulk Upload Template was removed from the Admin Bulk Upload Portal. It is still available in the ACD application. This update reduces syncing errors between ACD and the Bulk Upload Portal.

Customer Request UI Change Availability On toggle

Digital First Omnichannel

Chat Enhancements

The following enhancement is for both live chat and chat messaging:

  • Chat Window Marked as Translated—When real-time translation is on, messages in the chat window are marked as translated. A Google translate icon and a note that reads "Text is translated" appear below the message text.

Customer Request UI Change Availability

On toggle

  • Outdated Translations Removed—Several options for automated chat phrases no longer appear in DFO chat translation settings because they will no longer be in use. For example, phrases such as "Start chat" or "Get chat transcript" will no longer be available.

Customer Request UI Change Availability

On toggle

Quality Management

Time Zone in Quality Plan

You can now select a time zone in a quality plan. The plan distributes 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 are 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 excludes the inactive agents after they are deactivated. You can now see the number of active agents as well as more accurate status of the quality plan.

Customer Request UI Change Availability

On toggle

Form Manager Enhancements

In the Form Manager:

  • Form data question text is limited to 2,048 characters.

  • Long text question and answer text are limited to 10,000 characters.

This feature is expected to be released in September 2022.

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 are 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 can cancel their approved time-off requests.

The cancellations work for:

  • Published schedules.

  • Unpublished schedules.

  • Current days.

  • Future days.

Earlier, supervisors were needed to cancel approved time-off requests for the agent. Agents now 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)

Agents can see the published days highlighted in the calendar in My Schedule under My Zone.

With the highlighted view in the calendar, agents can:

  • Easily differentiate the days for which the schedule is published.

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

Earlier, the calendar with highlighted published days was available to:

  • My Schedule page for the managers.

  • Mobile app for agents.

Customer Request UI Change Availability

On toggle

Release Adjustments

Features to be Released at a Later Date

Each item includes a description of the feature as it was previously published on the Coming Soon page. These features will not be a part of the August 2022 Minor release.

Admin

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.

Digital First Omnichannel

Workflow Automation (WFA) Update

The following update is for the Workflow Automationfunctionality 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-upsfor a particular visitor or group of visitors based on the tags applied to them. This update affects both live chat and chat messaging.

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.

Features Added to this Release

To see the following features in detail, select the product in the filter on the right.

Digital First Omnichannel

  • Chat Window Marked as Translated—When real-time translation is on, messages in the chat window are now marked as translated.
  • Outdated Translations Removed—Some options for automated chat phrases no longer appear in DFO chat translation settings because they will no longer be in use.]
  • Unified WFA settings—All triggers, jobs, and schedulers are now accessible from the ACD section of the CXoneplatform. These settings are no longer available in the Digital First Omnichannel portal. This feature is now available for customers outside North America.

Quality Management

In the Form Manager:

  • Form data question text is limited to 2,048 characters.

  • Long text question and answer text are limited to 10,000 characters.