Version 23.1.0
New Features
Schedule Visibility Improvement for Dual WFM Integrations
If IEX WFM and CXone Workforce Management are enabled and the agent has permissions to both, agents can see their schedules from both applications in CXone Agent for Salesforce Lightning. This allows agents to see their schedules without navigating away from the agent application.
| Customer Request |
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UI Change |
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Manual Selection for Name and Relates To Fields
When this setting is enabled in Salesforce for CXone Agent for Salesforce Lightning, it requires agents to manually select values for the Name and Relates To fields. This allows the agent to specify the input for these fields instead of limiting it to the automated value.
| Customer Request |
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UI Change |
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Regional Call Centers No Longer Valid
If you currently use the Regional Call Center setting, you must switch to the NICE CXone Call Center. This is required as a result of the move to CXone global authentication. If you continue to use the Regional Call Center setting, you will no longer be able to log in to Agent for Salesforce.
| Customer Request |
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UI Change |
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Fixed Issues
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Version |
Fixed Issue |
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| 23.1.0 | CustomScreenPop data would sometimes clear for an incoming call. (SF-11389) |
| When an agent opened the Salesforce Agent Settings, Agent for Salesforce Lightning wouldn't load. (SF-11379) |
Version 22.0
Version 22.3 New Features
Restricting Directory History
When this setting is enabled in Salesforce for CXone Agent for Salesforce Lightning, agents cannot call or transfer to numbers listed in the directory history. This reduces the possibility that the agent incorrectly transfers the contact.
| Customer Request |
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UI Change |
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Transfer Salesforce Objects with Calls
When a call in CXone Agent for Salesforce Lightning is transferred to another agent, the Name and Relates To field values are transferred to the receiving agent along with it. This allows agents to be more efficient in handling transferred calls.
| Customer Request |
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UI Change |
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Dutch (Netherlands) Language Support
Dutch (Netherlands) is supported in CXone Agent for Salesforce Lightning.
| Customer Request |
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UI Change |
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Version 22.0 New Features
Role Permission to Block Outbound Calling
The
| Customer Request |
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UI Change |
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Role Permission for Integrated Softphone Auto Accept
The
| Customer Request |
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UI Change |
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Entity Mapping for Name and Related To Fields
The settings configured for Entity mapping for Who & What Fields in Salesforce Agent Settings now applies to the Name and Related To fields as well.
| Customer Request |
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UI Change |
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Fixed Issues
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Version |
Fixed Issue |
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| 22.3 | Not all ACD SMS transcripts appeared in Salesforce Task Activity and some were incomplete. (SF-11340) |
| Agent for Salesforce didn't create a task for every call. (SF-11443) | |
| 22.1 | Incoming emails interrupted call transfers. (SF-11273) |
| When no match appeared for a custom query, the Custom Flow did not appear. (SF-11311) | |
| 22.0 | Preview dispositions didn't appear for agents using Salesforce Softphone. (SF-11097) |
| For some Personal Connection calls, agents couldn't see the contact or set a disposition. (SF-11104) | |
| Inbound emails sometimes contained an extra letter "t" in place of tab spaces. (SF-11210) |
Version 21.0
Version 21.4 deployed unsuccessfully. It was instead released as version 21.5.
Version 21.3 New Features
Single Sign-On Configured in CXone
Previously, enabling Single Sign-On (SSO) for Agent for Salesforce required setup in Salesforce. Now, setting up SSO in CXone will enable SSO for Agent for Salesforce as well.
| Customer Request |
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UI Change |
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One Call Center
There is now only one call center listed under Setup > Call Centers: the NICE-inContact CXone call center. The process for configuring the call center has slightly changed. CXone FedRamp customers will need to change their CXone System Issuer to https://nicecxone-fed.com.
| Customer Request |
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UI Change |
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Version 21.0 New Features
Display Dynamic Data When Accepting a Call
You can use Studio scripting to display custom data about a contact in the Agent for Salesforce interface. The custom data will appear when an agent accepts a call. This is useful for agents who need to know information about a contact other than their phone number, the call time, and the skill.
| Customer Request |
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UI Change |
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Bi-directional Presence Sync
You can map omni-channel statuses with Bi-Directional Presence Sync. This allows the CXoneAgent application and the Salesforce Omnichannel widget to sync. When agent state
The availability status of an agent is updated in one application, it will affect availability status in the other.
| Customer Request |
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UI Change |
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Ring Tone for Idle Agents
Previously, if agents using an Integrated Softphone session were in an idle state for over two hours, they had to log out and then log back in. Otherwise, they wouldn't hear a ring tone to signal an incoming call. With version 21.0, a ring tone sounds regardless of the duration of an idle state. This adds convenience for agents, and helps ensure incoming calls are not missed.
| Customer Request |
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UI Change |
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New User Permissions
The
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Mute
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Record
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Mask
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End Call
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Create Commitments
You can enable and disable these functions in CXone. If you choose to disable a function for a user, that function's button will be hidden in the user's Agent for Salesforce interface.
| Customer Request |
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UI Change |
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Unavailable Code Breakdown in Agent Reports
Agents can see a breakdown of how much time they've spent in each unavailable code in Agent Reports > Productivity by expanding the Unavailable bar in the Productivity Dashboard.
| Customer Request |
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UI Change |
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Fixed Issues
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Version |
Fixed Issue |
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| 21.5 | When emails were long, email transcripts didn't fit in the transcript box. (SF-10878) |
| The quick reply pane showed duplicate entries. (SF-10853) | |
| Agents couldn't transfer a call while it was in a ringing state. (SF-10779) | |
| 21.3 | Some environments experienced latency or high call refusal rates as the result of many get skill details API calls. (SF-10692) |
| When an agent transferring an active call went to the dial pad, the phone number entry field and the skills drop-down weren't available. (SF-10703) | |
| 21.2 | In some environments, Agent for Salesforce would freeze when an agent tried to reply to an email or requeue it. (SF-10687) |
| 21.1 | When an agent handling a DFO chat navigated away from the Digital tab and then returned to it, the DFO chat disappeared. (SF-10537) |
| 21.0 | Agents using Salesforce Agent Classic and Lightning received emails where an 'r' was added to the end of each line. (SF-10568) |
Version 20.0
New Features
Agent Login Options Enabled by Permissions
When agents log in, they must choose one of these login options: Set Phone Number, Set Station ID, or Integrated Softphone. With the 20.0 update, these options only display if the correlating permissions are enabled in the agent's
- Set Phone Number—
- Set Station ID— Set Station ID
- Integrated Softphone—Integrated Softphone
| Customer Request |
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UI Change |
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Right-to-Left Alignment for DFO Chat
Agent for Salesforce Lightning Experience supports right-to-left text alignment in Digital First Omnichannel chat. Agents can change the alignment with a format button beside their text area.
| Customer Request |
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UI Change |
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Fixed Issues
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Version |
Fixed Issue |
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| 20.5 | When agents sent email replies with DFO, Agent for Salesforce added a line above the signature. (SF-10424) |
| When an agent handling a DFO chat navigated away from the Digital tab, the chat disappeared from the Digital tab and the agent's inbox. Responses from the contact were routed to another agent. (SF-10537) | |
| When agents sent emails with DFO, they sometimes received an "attempting to reconnect" error. (SF-10538) | |
| 20.4 | Bi-directional mapping didn't support mapping many to one. (SF-10486) |
| Digital First Omnichannel chat cases sometimes weren't delivered to the agent's Digital tab. (SF-10492) | |
| Quick replies with variables showed duplicate fields for the agent to fill out. (SF-10483) | |
| 20.3 | Bi-directional syncing wasn't mapping the call states or refused states. (SF-10363) |
| Agents using Agent for Salesforce Classic would sometimes receive a "no match" screen pop when they transferred a calls. (SF-10393) | |
| 20.2 | Agents would receive multiple contacts to handle when they were only configured to handle one. (SF-10334) |
| 20.1 | For Salesforce Agent Lightning users on integrated softphone, the ringtone would stop playing if Agent for Salesforce was idle for a long period of time. (SF-9937) |
| For NICE CXone Agent for Salesforce Classic users, the Accept button sometimes didn't appear in a maximized window. (SF-10104) | |
| For some Salesforce Agent Lightning users, a "Second ringer device not available" message appeared when no secondary ringer device was configured. (SF-10248 |
Version 19.0
New Features
Configurable Reading Direction Option
Agent for Salesforce supports a right-to-left text direction for the chat and email channels. This allows for Arabic localization.
Fixed Issues
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Version |
Fixed Issue |
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| 19.2 | When tags were mapped from an Agent for Salesforce field to the Salesforce object, dashes were added to the field. (SF-8325) |
| Agents would receive calls when they were busy, without requesting additional contacts. (SF-9863) | |
| 19.1 | When agents logged out and then returned to the login screen, they were logged back in automatically. (SF-6482) |
| Redirects for the Japan region were incorrect. (SF-9581) | |
| Quick replies with variables showed duplicate fields for the agent to fill out. (SF-10483) | |
| When agents popped email replies out in a separate window and the Right to Left alignment option was selected, agents couldn't enter text for the email reply. (SF-9599) | |
| When agents responded to emails with Right to Left alignment selected and added bullet points, long blank spaces appeared between the bullet on the right and the text on the left. (SF-9600) | |
| 19.0 | In a single CXone environment with multiple Salesforce organizations, updating information in one Salesforce organization would automatically update the others with the same information. (SF-8171) |
| Contact centers pointed to Agent for Salesforce Classic by default instead of to Agent for Salesforce Lightning. (SF-9482) | |
| Administrators couldn't specify per agent whether Agent for Salesforce was icon- or text-based. (CRM-1929) |
Version 18.0
New Features
Configure Agent for Salesforce to Display Text or Icons
You can configure whether Agent for Salesforce displays icons or text.
Fixed Issues
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Version |
Fixed Issue |
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| 18.3 |
APIs failed when agents in a converted tenant logged in to Agent for Salesforce. (SF-8991) |
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Forwarded Digital First Omnichannel emails were labeled with RE:FW instead of FW. (SF-8870) |
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Forwarded Digital First Omnichannel emails didn't include attachments. (SF-8871) |
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Digital First Omnichannel email replies included only the most recent attachments and had formatting issues. (SF-7892) |
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Digital First Omnichannel SMS messages lost textual content when the browser was reloaded. (CRM-1615) |
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Digital First Omnichannel email attachments were sent again if the agent sent a new attachment while the previous attachment was loading. (SF-8638) |
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When a contact ended a Digital First Omnichannel chat session, the agent state didn't reflect it in Agent for Salesforce. Agents would receive an error when they tried to reply. (SF-8649) |
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Closed Digital First Omnichannel cases were displayed in the Agent for Salesforce digital inbox. (SF-8401) |
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When Digital First Omnichannel emails included an attachment 5MB or larger in size, agents received an error that said the request is too long. (SF-8105) |
Version 17.0
New Features
Fully Integrated Lightning Agent for Salesforce User Experience Enhancements
Agents can:
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View queue counts and their related icons in a CXone Agent for Salesforce Lightning on the home screen. This replaces Show Queue.
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Automatically view the dial pad when transferring a call.
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Select whether the agent application displays icons or text.
Integrated Softphone Secondary Ring Device
Agents using Integrated Softphone can Connect Your Phone to play ring tones in addition to their primary device.
Specify Object Types in the Relates To Field
You can Set Up Omni-Channel in the Relates To field. This ensures more accurate reporting of agent results and agent activity.
Fixed Issues
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Version |
Fixed Issue |
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| 17.5 | An error would display when admins updated the Salesforce Agent settings. (SF-8265) |
| An error would display when an agent entered a phone number including hyphens. (SF-8467) | |
| 17.4 | When agents using version 6 or earlier upgraded to version 17.0, they received an error that prevented them from logging in. (SF-8156) |
| 17.2 | When agents using Integrated Softphone accepted an inbound call, the contact details would not populate until after they had accepted it. (SF-7410) |
| Agents using Fully Integrated Lightning Agent for Salesforce could not see the hold timer when they placed a call on hold. (SF-7375) | |
| Agents using the Fully Integrated Lightning Agent for Salesforce were unable to change states because the Agent for Salesforce was unresponsive. (SF-7714) | |
| When agents using the Fully Integrated Lightning Agent for Salesforce selected automatic wrap up for a skill, they were not offered the contact settings during wrap up. (SF-7392) |
Version 16.0
When upgrading your Agent for Salesforce instance, you will need to assign the CXone Agent Permission to all users. If you do not, your agents may face issues with logging in, downloading logs, and more.
New Features
Initiate Outbound Digital Channels SMS Contact as New Contact
Agents using Digital Channels SMS can initiate an outbound SMS contact without associating it with an existing contact.
Click-to-Dial Elevation
Agents can use click-to-dial to elevate an interaction with an assigned Salesforce contact.
Agent Experience Enhancements
Agents can:
- Sort the skill list by skills, queue, and wait time.
- Receive commitment reminders one minute before they are due.
Administrator Experience Enhancements
You can:
- Control the visibility of the Delete button in the commitment manager.
- Sort agents by their name, the date, and the time they've spent in the queue.
Configure Task Creation for Omnichannel Session Handling Contacts with Elevation
You can configure how to handle elevated contact task creation to capture all Omnichannel Session Handling activities in Salesforce.
911 Dialing
Agents in the United States using any outbound voice skill can dial 911 and be routed to the National Emergency Center. This feature is available in every agent application and ensures compliance with Kari's Law.
Integrated Softphone Enhancements
You can set the ring tone that is played when a call is presented to the agent. You can also enable auto-accept, resulting in agents in the available state automatically accepting calls instead of having to manually accept them.
Internet Explorer 11 Support Ending
The Agent for Salesforceapplication no longer supports Internet Explorer 11.
Fixed Issues
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Version |
Fixed Issue |
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| 16.4 | When an agent on an active call docked or undocked call, the call would drop. (SF-7317) |
| If an agent was on an active call using WebRTC and they reloaded their browser, the call would drop. (SF-7379) | |
| 16.3 | Agents experienced delays when changing their agent state. This resulted in agents not receiving their contacts instantly and at times, the contact had already hung up. (SF-7276) |
| 16.1 | Agents could not answer calls while on a chat with Omnichannel Session Handling enabled. (SF-6756) |
| When agents using Agent for Salesforce Lightning clicked a number to dial through the Opportunities tab, an extra screen pop would appear. (SF-6716) |