Spring 2022 Release Notes

Cambios globales

SAML 2 Federation Support

In the past, you could configure IdP-initiated SAML 2. With this release, you can also configure SP-initiated SAML 2.

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Unicode Character Support for User Input

Users can enter text into fields, file names, prompts, and so on, using characters from any Unicode character set, including Japanese characters. This is supported in applications and features such as Studio, WFI, DB Connector, and Datos de flujo de trabajo. It allows users to enter text in the language they're most comfortable using.

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Ajustes de liberación

Estas características son ajustes a los previamente anunciados.

Funciones cambiadas

Cada elemento incluye una descripción de la función tal como se publicó anteriormente en la página Próximamente y una explicación de los cambios.

Asistente CXone

Audit Logging Capabilities

This feature was only for changes made in the Asistente CXone Aplicación. It now includes changes made on the Asistente CXone tabs found in the business unit and ACD user records as well.

Conexión personal

Call Abandonment Rate Calculation Change

This update was described as an additional option for abandon rate calculation. It will instead replace the old method completely.

Guía de interacción en tiempo real

Support for International English Added

It was previously announced that you would be able to choose the language that Guía de interacción en tiempo real used. Instead, Guía de interacción en tiempo real defaults to either American English or International English based on the location of CXone.

Funciones que se lanzarán en una fecha posterior

Cada elemento incluye una descripción de la función tal como se publicó anteriormente en la página Próximamente.

Cambios globales

Session Timeout Warning

You will now receive a timeout warning after 20 minutes of inactivity in the CXonePlataforma. You can choose to stay logged in or to log out.

Canales

DFO Email Enhancements

• Include attachments—Any attachments in an email will be included if the email is forwarded.

Apple Business Chat Enhancements

Apple Business Chat enhancements will include:

• Quick Replies—You will be able to define up to five choices for an agent to choose from as a quick reply in a chat.
• Apple Pay Confirmation—The agent will receive a confirmation of payment immediately after the contact sends it.

Análisis de interacción

Support for Additional Channels

• WeChat

Gestión del rendimiento

Real-Time Alerts on Current Metrics

System alerts on current metrics will be immediate. This will allow for any needed adjustments to be made more quickly.

XP Level Setup

You will be able to set up XP and Levels for Gamification within the Command Center. This will allow you to access all current Gamification settings in one place.

Profile Template to Roles

You will be able to set up profile settings in Roles. This will allow you to save time by having all the settings in one place.

Conexión personal

Restrict Caller ID Choices to Verified Entries

You will be able to restrict the caller ID values for the Override Caller ID setting so that only numbers from the verified caller ID table are available. This will ensure that your outbound calls are assigned to a verified caller ID value, which receives full attestation using the SHAKEN protocol. To restrict the available values, you will need to contact your CXone Account Representative.

Updates to PlaceCall Studio Action

The PlaceCall action will include Laydown functionality for automated handling of answering machine messages. This will improve answering machine detection (AMD) and accurate recording and delivery of messages.

New Studio Action: OnPreview

OnPreview will provide a trigger event for the scripted handling of Preview contacts with full Studio support.

Email Confirmation on API Calling List Uploads

If you use an API to upload a calling list, you will be able to receive an optional email confirmation when the upload is complete. For manual uploads, the email confirmation will remain mandatory.

CXone Recording

Interaction View

In the Interacciones app, all segments of an interaction will be grouped together. You'll be able to view and play back the entire interaction as a journey.

You'll also be able to:

• View the total time duration.

• Share or delete the entire interaction. All the associated media will also be deleted.

Media File Status for Interacciones

New indicators on the media type icons in the search results will display if the media is available for playback, archived, or deleted.

Mejoras del jugador

The CXone Recording player will have:

• The focus feature. While playing back the recording, the focus indicator on the player will display the sections when the agent was focused on a specific interaction. This will help the evaluator review the specific sections of the recording.

• A new option to skip the IVR portion while playing back a recording.

Voz

Prevent Access to Restricted CLI Numbers

Contact information will not be visible to agents for contacts with restricted (anonymous) CLI numbers.

Click-to-Call

The new click-to-call widget will allow you to add a click-to-call button to your website. This button will allow a contact to be placed into an inbound call queue straight from their browser. Benefits of this include:

• The contact will stay within the web browser while an agent is being connected.
• Contacts will experience a shorter handling time in being routed to an agent.
• Web metadata will be available to the agent automatically.

WFM

User Interface Enhancements in Real Time Adherence

As part of the user interface enhancements, you will have:

• Advanced filtering.

• Improved display and user experience.

• Quick navigation to the schedule manager by clicking an agent's name.

• Personalized column display by sorting them manually.

• Option to pin agents and find them easily.

Funciones agregadas a esta versión

Para ver las siguientes características en detalle, seleccione el producto en el filtro de la derecha.

ACD

New method for calculating the call abandonment rate.

Gestión de comentarios

Restyled SSO login page.

Option to use drop-down lists for single-select questions.

Informes y paneles

Real Time Interaction Guidance BI report.

Nexidia Integrated

Text Interaction Processing Engine

New Enlighten AI Use Case Models

Novedades de la ayuda en línea

Online Help Available in Three New Languages

Online help for Spring 2022 will be available in three new languages: Chinese (Traditional), Chinese (Simplified), and Korean. The non-English sites will be published as soon as available.

ACD

Call Abandonment Rate Calculation Change

The CXone call abandonment rate measurement has changed to meet recent clarifications of TCPA regulations. Handled calls only include live calls that were delivered to an agent. Calls that agents dismissed as answering machines no longer count. With this release, the abandonment rate calculation is the Total Number of Abandon Calls divided by the Total Number of Live Calls (represented by Handled Calls minus Agent-Identified Answer Machine Calls plus Abandoned Calls).

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Manejo de sesiones omnicanal Enhancements for Non-Voice Interactions

If you have both Primer omnicanal digital (DFO) and Manejo de sesiones omnicanal (La SST) enabled for your tenant Agrupación organizativa de alto nivel utilizado para administrar el soporte técnico, facturación y configuración global para su CXone entorno, the Contact Settings tab for ACD Users has changed. The Chat, SMS, and Email settings for both Contact Handling and Contact Refusal Timeouts now include digital and omnichannel interactions of those types. For all other types of DFO interactions, you can configure these two settings for a new media type: Digital. For more information, select Primer omnicanal digital in the filter on the right.

This change gives you more control over your DFO and other non-voice interactions. It makes it more efficient to add new contact methods to your environment.

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Skill Name Enhancement

You can include a colon (:) in an ACD skill Se utiliza para automatizar la entrega de interacciones basadas en las habilidades, habilidades y conocimientos de los agentes. name. This change is effective for ACD skills created:

• In the ACD Aplicación
• By using bulk upload
• By using APIs

This enhancement provides an additional option if you need to distinguish between multiple ACD skills.

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Administración

Manejo de sesiones omnicanal Enhancements for Non-Voice Interactions

If you have both Primer omnicanal digital (DFO) and Manejo de sesiones omnicanal (La SST) enabled for your tenant Agrupación organizativa de alto nivel utilizado para administrar el soporte técnico, facturación y configuración global para su CXone entorno, the team Contact Settings tab has changed. The Chat, SMS, and Email settings for Contact Handling now includes digital and omnichannel interactions of those types. For all other types of DFO interactions, you can configure these two settings for a new media type: Digital. For more information, select Primer omnicanal digital in the filter on the right.

This change gives you more control over your DFO and other non-voice interactions. It makes it more efficient to add new contact methods to your environment.

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New Permissions for Business Unit Tabs

The permissions that control access to the following ACD business unit tabs have changed:

• Usage—New permission: Business Unit Usage

• CXone Attendant—New permission: Business Unit Asistente CXone

The new permissions give you more granular control of your users' access. These changes may affect your users' current access. If they do, you need to edit your current permissions. These updates close loopholes in the security model in these tabs.

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API

Support for User Visibility with Role-Based Access Control

The Remove Skill Agent Assignment API (SKLAGT_REMV17) now supports role-based access control (RBAC) for user visibility as defined with Views. RBAC increases security within CXone. Previously, this API ignored settings related to Views. If you use this API and have configured user visibility in Views, you may need to make adjustments.

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Unified Skill Assignment for Primer omnicanal digital and ACD Skills

You can change agent ACD skill Se utiliza para automatizar la entrega de interacciones basadas en las habilidades, habilidades y conocimientos de los agentes. assignments for Primer omnicanal digital skills using ACD APIs. This gives you the same flexibility with digital skills that you have with omnichannel La capacidad de trabajar en múltiples interacciones de diferentes canales al mismo tiempo. skills.

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Updated Primer omnicanal digital API

The Primer omnicanal digital API has been updated. For more information, select Primer omnicanal digital in the filter on the right.

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Updated Studio API

The Studio API has been updated. For more information, select Studio in the filter on the right.

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Canales

New Channel: Instagram Direct

You can set up Primer omnicanal digital to send and receive direct messages through Instagram.

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New Channel: WeChat

You can set up Primer omnicanal digital to use basic messaging through WeChat. Contact your CXone Account Representative to begin the setup process for you.

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Apple Business Chat Enhancements

You can include icons for each item in the List Picker.

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DFO Chat Enhancements

• Group chat—Agents and contacts can invite more people into a conversation. This setting is currently only available for Live Chat.
• New conditions for tracking live behaviors:
  • Aggregated time spent on site
  • Time spent on page
  • Chat service status (online/offline)
  • Proactive actions by channel
  • Custom rule via API integration
  • Scroll depth
  • Number of clicks
  • Inactivity tracking
• Inactivity pop-up—You can create a job to display a pop-up warning the customer that their session will expire due to inactivity.
• Reporting—Dashboards that show digital data such as web visitors, conversion rates, efficacy of chat actions, and more are available in CXone Performance Management. This will be released later in the Spring 2022 release cycle.

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CXone Email Enhancements

CXone email has the following updates:

• New authentication method for SMTP—You can set up certificate-based authentication for an extra layer of security on your email server.
• DKIM self-service—You can generate DomainKeys Identified Mail (DKIM) keys for setting up cloud email. This adds an extra layer of security to email.
• Domain verification—When setting up a domain, users are presented with reminders that they should only use domains that are verified.

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DFO Email Enhancements

Primer omnicanal digital email has the following updates:

• Branded templates—You can build templates with custom colors, logos, and fonts for outbound email messages.
• Branded templates—You can use HTML formatting for custom email signatures.

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Servicios de almacenamiento en la nube

Faster Secure External Access

Faster Secure External Access (SEA) is a licensed feature that enables you to copy or move files to SEA faster than when you use normal life cycle rules. This feature applies to zero-day SEA copy and move actions.

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File Retrieval Request Cancellation

You can cancel file retrievals requests that are submitted by mistake. You can also view and confirm the number and sizes of files before submitting the file retrieval request. If you cancel a retrieval request, records that are not yet marked for processing will not be retrieved.

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IA Report File Type

You can define life cycle rules for Análisis de interacción Report files using Gestión del ciclo de vida rules.

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Asistente CXone

FedRAMP Support

Asistente CXone supports FedRAMP at the Moderate Impact Level.

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Audit Logging Capabilities

Asistente CXone logs any changes related to it. This includes changes made in the main application window (Applications > Asistente CXone) and changes made on the Asistente CXone tabs on the business unit and ACD user records. You can access this audit logging data through APIs. It includes changes to fields and other actions taken. It also logs changes made during user impersonation in Asistente CXone. Audit logging data is kept indefinitely.

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CXone Expert

Review Manager

You can create workflows for publishing new content. For example, you could create the following workflow:

1. The author updates content and submits it to a specified group or user to review.
2. The reviewer submits feedback to the author.
3. The author edits the new content and submits it to the reviewer again for final approval.
4. Once approved, the new content is published.

This feature enables you to manage content updates and approvals directly in CXone Expert instead of using email or messaging.

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Management for Multiple Sites

If you have multiple CXone Expert sites, you can access them all from a single landing page in CXone.

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Conector de base de datos

Upgrade to .NET 4.8

Upgrade any systems that run Conector de base de datos to .NET 4.8. In addition, download and install the latest Conector de base de datos. This ensures the best experience and security. The .NET components are typically kept current during Microsoft automatic updates. Work with your IT team as needed to verify your version of .NET.

Microsoft support for .NET Framework 4.6.x ends on April 26, 2022. Upgrade to .NET 4.8 to continue receiving updates.

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Primer omnicanal digital

Unified ACD Skill and DFO Routing Queue Assignment

The process for adding users to a routing queue El sistema utiliza colas de enrutamiento para determinar a qué agentes enrutar los casos. El administrador del sistema crea colas de enrutamiento para que ciertos casos se enruten a agentes con experiencia en ese tipo de caso. is now the same as the process for adding users to an ACD skill Se utiliza para automatizar la entrega de interacciones basadas en las habilidades, habilidades y conocimientos de los agentes.. This allows you to maintain agent ACD skill assignments, Manejo de sesiones omnicanal (La SST) routing, and DFO routing queue assignments from the ACD skills page or the ACD user profile. Any changes made to routing queue assignments automatically sync to a read-only list in the DFO routing queue settings.

For related information on the La SST portion, select Administración in the filter on the right.

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Unified Routing with Manejo de sesiones omnicanal

The following features require that you have both Manejo de sesiones omnicanal (La SST) and unified routing enabled on the tenant Agrupación organizativa de alto nivel utilizado para administrar el soporte técnico, facturación y configuración global para su CXone entorno.

• You can select a Studio script from a drop-down to apply to routing for each channel. The drop-down contains only your digital scripts.
• The accept or reject option an agent sees in MAX includes both La SST interactions and digital interactions. If the interaction is rejected, it returns to the queue.

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Updates to AskCaller Studio Action

The AskCaller action allows you to integrate digital scripts into your Primer omnicanal digital live chat Los agentes y los contactos interactúan en tiempo real and chat messaging Chat asincrónico en el que los contactos envían un mensaje de chat en cualquier momento y esperan una respuesta channels. The action supports rich content such as buttons, emoji, and graphics. Digital scripts must be created and implemented by NICE CXone Expert Services.

This action helps to close the gap between Virtual Agent Hub and CXone Bot Builder.

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New APIs

The following APIs have been added.

Customer Contact APIs:

• Change routing queue
• Change inbox assignee
• End agent contact

Customer APIs:

• Create custom field
• Change custom field value

Customer Card:

• Change custom field value

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Interaction ID Added to CTI Events

All CTI events include the interaction ID. This allows you to filter by interaction in reporting and analytics and create a link between Primer omnicanal digital and WFM.

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Engagement Manager

Time Off Request for CXone WFM in the EM Mobile App

Agents can send time-off requests using the mobile app. Requests are approved based on your contact center’s WFM time-off configuration.

With this enhancement, you can:

• Submit partial or full day time-off requests using the agent mobile app.

• View a summary of time-off requests.

• View time-off balance.

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Absence Request for IEX WFM integrado in the EM Mobile App

Agents can inform their supervisors of an absence request using the EM mobile app.

With this enhancement, you can:

• Request partial or full day absence for a single day using the mobile app.

• Submit an absence request for a configured number of days into the future (up to 28 days).

• Send email notification to the agent’s supervisor.

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Gestión de comentarios

Partial Response Processing

You can submit responses from incomplete surveys for processing after a timeout period has passed. This enables you to include valuable responses in your collected data that wouldn't have been processed or appeared in reports otherwise. It differs from the partial response reporting feature because the application processes the responses as if they came from completed surveys. Processing includes:

• Translation, if you purchased that feature
• Automated text analytics, if you purchased that feature
• Alertas
• Reportando

Partial response processing is available for email, IVR, SMS conversational, SMS to Web, and WhatsApp to Web. It isn't available for internet pop-up, slider, or link. IVR partial responses process immediately after the call without waiting for a timeout period.

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Response Rate Chart Label Improvements

Labels in the Response Rate chart have changed for clarity. This makes it easier to read, especially when you process partial responses.

The following table headings changed:

• Total Count of Complete is now Total Submitted Responses.
• Count of No Response is now Count of Not Started.
• Count of Started and Unsubmitted is now Count of Abandoned.

The following mouseovers changed:

• (Completed + Incomplete) is now (Submitted + Abandoned).
• Completed is now Submitted.
• Incomplete is now Abandoned.

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Improved Admin Pages

The following admin pages have been enhanced:

• Submit Schedule Jobs page improvements make it easier to submit an on-demand job and to schedule recurring jobs.
• System Settings page improvements make it easier to find, understand, and update your application settings. Settings are organized by function type. Some options have been renamed for clarity.
• A redesign of the Login History page makes it easier to filter and review user logins.

• The SSO setup page design has changed to match CXone styles.

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Security Improvements (FedRAMP)

Gestión de comentarios is included in the NICE CXone FedRAMP environment. As part of the effort to meet the rigorous FedRAMP controls, security has been enhanced for all clients.

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Support for NICE CXone Interaction ID

If you post-process your survey data, you can use the CXone interaction ID to link operational data from the CXone interaction. For example, you could link call hold times with customer survey results from Gestión de comentarios. The interaction ID appears in the following areas:

• The Invitations and Responses page, including as an exportable column.

• The Feedback API provides the Interaction ID in response to the GET request. You cannot filter in the API by interaction ID.

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Improved Flexibility in Hierarchy Functionality

Defining data access to multiple hierarchies and hierarchy levels is now more flexible. Previously, you defined hierarchy access conditions with the "AND" operator. For example, you could give a supervisor access to records that were assigned to both Team 1 AND Region A.​​ In this release, you have the option to use an "OR" operator instead. For example: ​​

• A supervisor could review surveys for calls with their staff or themselves (Team 1 OR Agent A). ​

• Agent scores could be assigned up through multiple departments (Team 1 OR Team 2 OR Team 3).

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API For Real-Time Outcast

Previously, you could use the API to invite contacts in real time to give feedback through SMS and IVR surveys.​​

Now, you can also invite contacts to give feedback in real time through the internet, with invitations sent by email or SMS. The API now also supports returning a unique survey link for the contact.

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Drop-Down List Option for Single-Select Questions

A new drop-down list option is available for single-select questions. This option improves the experience of selecting from a long list of values.

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Análisis de interacción

Support for Portugués Brasileño

Users can analyze Portugués Brasileño interactions in addition to Inglés and Español interactions. Separate datasets can be created for each of these languages; that is, one language per dataset.

When you add Portugués Brasileño analysis to Análisis de interacción, a drop-down for language is available for dataset creation and for category and workspace templates. To support Portugués Brasileño datasets, you can create custom categories, sentiments, and entities. Selected widgets and filtering capabilities also support Portugués Brasileño. The Análisis de interacción user interface remains in English only.

Each language in addition to Inglés is a purchasable add-on. Pregunte a su CXone Account Representative para más información.

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Sorting Improvements for Interactions and Dataset Views

Sorting of columns now persists when a user views:

• Conjuntos de datos
• Interactions from the Interactions Widget
• Interactions by drilling down from other widgets

In other words, columns appear as they did in the final sort order the user configured in their last session.

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Annotation Usability Improvements

In the Annotation Selector, users can see which top-level nodes have matching interactions and how many interactions there are. In addition, users can click a specific annotation to jump directly to that annotation in the transcript. These enhancements make it easier and faster for users to benefit from annotations.

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Bar Chart Improvements

For widgets displayed as bar charts, users can choose whether to view results in ascending or descending order. Bar charts also support an increased limit of up to 25 lines.

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Support for New Digital Channels

As Análisis de interacción continues to make more digital channels available for analysis, this release sees addition of the following:

• Google Business Manager
• Equipos de Microsoft
• Flojo

These channels offer the same functionality as all other channels and enable users to rely on a single tool for their data analysis needs. Los usuarios deben tener ambos Análisis de interacción y Primer omnicanal digital para aprovechar esta función.

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Enlighten CSAT Agent Behavior Metrics Enhancements

In the Fall 2021 release, Análisis de interacción made Enlighten metrics available to Análisis de interacción users. The Spring 2022 release offers these enhancements:

• The Enlighten Behavioral Metrics Widget includes a new setting that allows users to group data by agent, team, or category. This gives users the benefit of viewing the data in a variety of ways.
• Users can export both the Enlighten Behavioral Metrics Widget and the Enlighten Summary Widget as a CSV file. This enhancement adds convenience for users who need to present the data to others.
• Users can choose Save as Category, or use the Category Editor, with the Behavioral Metrics filter. The saved category uses the configured filter, making it easier and faster for users to view data.

Las Enlighten métricas requieren el Análisis de interacción Paquete Premium y compra del Enlighten Caso de uso del comportamiento del agente CSAT. Pregunte a su CXone Account Representative para detalles.

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MAX

Launch MAX in a New Browser Tab

You can specify whether MAX launches in a new browser tab instead of in a new window for all agents. You can configure this setting on the Details tab of the ACD Business Unit page.

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CC Details in Emails

When agents use the Reply All option, the email conversation history and reply header now include the string of CC details.

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Servicios de medios

Support for the Latest Platforms

NET 4.8 and Windows 2019 are now supported.

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Habilitación futura

Header Updates for Scalability

You can move calls between media servers. This increases scalability for large environments.

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Nexidia Integrated

Text Interaction Processing Engine

New version of Text Grid that includes a Log4j zero-day vulnerability patch.

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New Enlighten AI Use Case Models

Nexidia now includes 3 new Enlighten AI use case models:

• Vulnerable Customers—Provides a metric on every call, such as the likelihood that a customer is vulnerable (under emotional or financial distress). The treatment of vulnerable customers is highly regulated in the United Kingdom.

• Fraudster Detection—Provides a metric on every call, such as the likelihood that a customer is a fraudster.

• Sales Effectiveness—Multiple models that quantify behaviors highly correlated to successful sales.

These models can be purchased as add-ons for Nexidia Analytics and Quality Central Integrated.

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Gestión del rendimiento

Quick Rename of Tabs

You will be able to quickly rename modules and dashboards by clicking on the current name and entering a new name. This will save you time by requiring fewer clicks to rename tabs.

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Marketplace Item Variety

In the Marketplace, you will be able use a drop-down to select between items that are alike. You will be able to group items according to any attribute you choose. For example, if you have posted a video game to the Marketplace and the video game is available on three different game consoles, you can group the items based on that attribute. Then users will be able to select the drop-down to choose which game console they want to order the video game for. This will allow for a quicker checkout process in the Marketplace.

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Team Games Update

You will be able to have team versus team games. Games will allow one team to challenge another team based on performance metrics.

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Portugués Brasileño Ayuda de idioma

Gestión del rendimiento será apoyado en Portugués Brasileño. Esto permitirá que más usuarios utilicen Gestión del rendimiento en su lengua materna.

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Wallboard Summary Improvements

The wallboard summary will display all selected groups by automatically changing the page to display the next set of groups. This will ensure all groups will be visible on wallboard summary.

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Rewards Modal

Agents will get weekly notifications showing all the games or challenges they were not participating in for that week. This will allow agents the opportunity to see the games and challenges they missed out on, so that they can choose to participate in the future.

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Share Dashboards to User Attributes

You will be able to share dashboards with other users based on their assigned attributes. This will allow you to have a quick and easy way to share dashboards with a certain set of users.

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Conexión personal

Call Abandonment Rate Calculation Change

The CXone call abandonment rate measurement has changed to meet recent clarifications of TCPA regulations. Handled calls only include live calls that were delivered to an agent. Calls that agents dismissed as answering machines no longer count. With this release, the abandonment rate calculation is the Total Number of Abandon Calls divided by the Total Number of Live Calls (represented by Handled Calls minus Agent-Identified Answer Machine Calls plus Abandoned Calls).

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Gestión de la calidad

New Digital Channels in the Quality Planner Filter

When creating a quality plan, QM managers can now filter interactions to evaluate based on these new digital channels:

• Google Business Messenger

• Equipos de Microsoft

• Flojo

The digital channels listed in the Quality Planner depends on the channels that are supported for your organization.

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Evaluaciones de respuesta automática

Up until now, when creating a form, QM managers could configure auto-response rules for questions by setting categories. With this release, QM managers can configure auto-response rules for questions by setting sentiments.

Based on the selected sentiments, the QM app automatically responds to evaluation form questions matching the sentiments associated with the interaction. This helps the evaluators to complete evaluations faster, because many of the questions in the form will already have answers filled in for them. Los evaluadores pueden revisar las respuestas y modificarlas si es necesario.

This feature is a part of the QM Avanzado license.

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Language Support in Category Management

In Category Manager, you can now filter categories and custom categories based on the selected language. You can also create, save, and update custom categories in your selected language.

For other QM processes that use Category Manager such as Quality Planner and Form Manager, you can apply language filter while selecting a category.

The supported languages are:

• inglés

• Español

• Portugués Brasileño

This feature is a part of the QM Avanzado license.

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API Updates

The column sequence has changed because of the change in data infrastructure of the APIs. The QM API updates will be released later in the Spring 22 release cycle.

In addition,

• QM Workflow API—Two new columns, Reason and Parent ID, are added.

• QM Questions and Answers API—The Question ID and Section ID columns now have values in the UUID 32-bit format.

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Guía de interacción en tiempo real

Guía de interacción en tiempo real Agent Widget Available in Agent Application Supported Languages

The Guía de interacción en tiempo real agent widget is available in the languages supported by MAX and Agente de Salesforce. The guidance and alert messages that agents see always display in the language in which they were written in the Guía de interacción en tiempo real administrator's pages. The language of the labels and other text on the screen, such as the names of the score gauges, change based on the language selection in the web browser that the agent uses.

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Create Multiple Profiles per Business Unit

Guía de interacción en tiempo real now supports multiple profiles, each with a different set of alerts and guidance. At this time, there is no limit to the number of profiles you can create. This allows you to customize the guidance you offer to teams of agents in your organization. You must have one Studio script for each profile that you create.

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Support for International English Added

Guía de interacción en tiempo real now offers support for International English in addition to North American English. When you add Guía de interacción en tiempo real to Centro de Asistencia de agente, it defaults to the appropriate language based on your CXone region. Additional languages will be supported in future releases, along with the ability to select a language.

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CXone Recording

Nuevos canales digitales

CXone Recording now supports additional digital channels: Google Business Messenger, Microsoft Teams, and Slack.

Usted será capaz de:

• Defina políticas de grabación para registrar la actividad de la pantalla del agente mientras trabaja en estas interacciones digitales.

• Busque estas interacciones digitales.

• View digital interaction transcripts and play back screen recordings.

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Mejoras del jugador

In the CXone Recording player, there is a new Interactions Details tab. This tab includes details such as, business data, disposition, and after call work. This tab is available only for voice recordings.

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Los datos comerciantes

You can now update the business data information for closed interactions using business data API.

The Update business data permission is required to use the API. En CXone, vaya a Admin > Seguridad > Roles y permisos. The permission is under Search & Playback > APIs.

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Recording Agent Only

You can now record only the agent's side conversation using a Studio action.

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Improved File Names for Media Extraction

CXone Recording now provides a more accurate media file name. The file name includes:

• Seconds in the file name for voice and screen interactions.

• SegmentID instead of the RecordingID for voice interactions.

• StatementID instead of the RecordingID for statements.

This will help simplify correlation to file metadata. When extracted, the voice and screen recordings will have the new file names.

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Screen Recording Support for Proxy Authentication

ScreenAgent now supports 5 proxy authentication methods. This support is for only screen recording and not for screen monitoring. This is applicable for ScreenAgent on Windows OS.

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ScreenAgent Updates

Starting July 1, 2022, the ScreenAgent version lower than 2.1.40 will not be supported. You must upgrade all users to ScreenAgent version 2.1.40 or higher and then contact your CXone Account Representative to enable the new functionality of screen recording.

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ScreenAgent Online Help Improvements

The online help for ScreenAgent now has videos and more FAQs.

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Recording Policies Enhancements

Up until now, when defining a recording policy or a do not record policy, you could apply either the Team or Employees filter. With this release, you can use both filters, Teams and Employees, in the same recording policy.

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Recording Dialer Interactions

You can now record the agentless dialer interactions. The interaction will be recorded starting the moment the customer answers the call.

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Informes y paneles

Reporting API Updates

Reporting APIs were updated with the following features:

• All time fields now include milliseconds instead of rounding to the nearest second.
• The Contacts Completed API now includes a refusal reason, held party abandoned, and contact end reasons.
• The ACW Seconds field for the Contacts Completed API now updates the LastUpdateTime stamp.
• The Contacts Completed API now offers better error handling.

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Customizable SMTP Address

By default, CXone sends reports from the email address "noreply@niceincontact.com". To avoid these emailed reports from getting blocked, you can create a custom address that your system will not filter. For example, the Knickerbocker Contact Center could create a "noreply@knickerbocker.com" address. Contact your CXone Account Representative for assistance with this feature.

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ACD Dashboard Permissions

Reporting permissions have been updated to accommodate ACD Dashboards introduced in the Fall 2021 release. These dashboards are accessible at Reporting > Dashboards.

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List Report Drill-downs

BI list reports now include a new Historical Data table. This table displays historical information for entries that you select in the main report table. Examples of list reports include List of Agents and List of Skills.

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Informes de inteligencia empresarial (BI)

Agent Contact Performance

The Agent Contact Performance report displays key ACD-related metrics for each interaction that your agents handled. The report table displays data for interactions that each agent handled, and the widgets display overall performance data in charts.

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Real Time Interaction Guidance

The Real Time Interaction Guidance report allows you to view status and trend information from Guía de interacción en tiempo real (RTIG). It allows an individual agent to track their alerts progress over time, or provides supervisors with insight into their team's alerts. To use this report, you must have both BI reports and the RTIG product enabled.

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Studio

Upgrade to .NET 4.8

Upgrade any systems that run Studio to .NET 4.8. In addition, download and install the latest Studio. This ensures the best experience and security. The .NET components are typically kept current during Microsoft automatic updates. Work with your IT team as needed to verify your version of .NET.

Microsoft support for .NET Framework 4.6.x ends on April 26, 2022. Upgrade to .NET 4.8 to continue receiving updates.

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Studio API Endpoint Updated

The GET /scripts endpoint of the Studio API has been updated with two query parameters, scriptId and libraryId. This restores the functionality that was available prior to version 21 of the endpoint.

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Enhanced Action: SendFile

The SendFile action can now use SFTP in addition to FTP. This provides increased security for files sent using scripts.

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New Action: RecordAgentOnly

This new action supports recording only the agent side of a voice interaction. The action's properties allow script developers to set the value to True (record only the agent) or False (record both sides). This value applies to all calls made using the associated ACD skill Se utiliza para automatizar la entrega de interacciones basadas en las habilidades, habilidades y conocimientos de los agentes. and persists through call transfers. Additional use cases are planned for future releases.

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Enhanced Action: ReqAgent

Two new properties have been added to this action and support routing interactions based on agent proficiency. You can specify a high proficiency value and a low proficiency value. CXone then uses this ACD skill proficiency range along with priority, acceleration, and other factors in routing the interaction. A new action, UpdateContact, gives you even more granular control over proficiency-based routing.

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New Action: UpdateContact

This new action works together with the new properties in the ReqAgent action to route interactions based on agent proficiency. You can use UpdateContact to change the high and low proficiency values, thus increasing the pool of available agents. This feature helps ensure interactions are handled in a timely manner by the most-qualified agent available.

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Enhanced Action: AskCaller

The AskCaller action now allows you to integrate digital scripts into your Primer omnicanal digital live chat Los agentes y los contactos interactúan en tiempo real and chat messaging Chat asincrónico en el que los contactos envían un mensaje de chat en cualquier momento y esperan una respuesta channels. The action supports rich content such as buttons, emoji, and graphics. Digital scripts need to be created and implemented by NICE CXone Expert Services. For more information, select Primer omnicanal digital in the filter on the right.

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Unified ACD Skill Assignment

You can change agent ACD skill assignments for digital Cualquier canal, contacto o habilidad que no sea de voz, como correo electrónico, chat, mensajería, elemento de trabajo o SMS. skills using ACD APIs. This gives you the same flexibility when working with digital skills that you have with omnichannel La capacidad de trabajar en múltiples interacciones de diferentes canales al mismo tiempo. skills. For more information, select Primer omnicanal digital in the filter on the right.

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Supervisor

Accept Button

Supervisor now has a pop-up that allows users to select whether or not to accept a transferred contact. This gives users more control within the Supervisor Aplicación.

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Administración de personal (CXone)

Shrinkage by Time in Forecasting

You can select the time of the day you want to apply shrinkage. This allows you to set different levels within the same day.

This feature is available in the staffing parameters in the Generate Forecast and Forecasting Profile pages.

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Net Staffing Improved Accuracy

Net staffing has improved accuracy by considering the multiskilled agent's contribution. Net staffing shows agents' partial allocation instead of only the full-time equivalent A unit that indicates the workload of an agent.

For example, you scheduled an agent who has two skills. When net staffing displays data for one of those skills, it shows 0.5 for that agent instead of 1.

In addition, net staffing gathers more specific data from forecasting.

This gives you more accurate data in WFM, such as in the Schedule Manager, Intraday, and Approval Rules pages.

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Approve Requests Automatically Based on Requirements

You can minimize understaffing that comes with approving time-off requests.

When creating an approval rule, you now have an additional condition called Net Staffing. In this condition, you are able to define net staffing requirements. The rule can handle requests based on those staffing requirements.

This feature is only available with the WFM Avanzado license.

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Consistent Breaks and Lunches

You can now define a consistent time for the agents' breaks and lunches during the week.

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Approval Rules Enhancements

Auto-approval rules automatically accept or deny agents' time-off requests. When creating the rules, you define conditions that trigger an automated response.

With this release, the scheduling unit time-off balance condition is optional.

With this enhancement, you have:

• More flexibility when you define the rules.

• The option to create a rule that can auto approve requests based on the submission time.

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