Spring 2022 Release Notes

Register for our Spring 2022 webinar. Join us on February 14th, 1:30 PM to 3:00 PM EST. Cette session couvrira plus en détail les fonctionnalités à venir.

This page has been updated to show the final products and features in the Spring 2022 release of CXone. Les fonctionnalités sont susceptibles de changer entre maintenant et le déploiement final.

Changements d’Ordre général

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 Données de flux de travaux. It allows users to enter text in the language they're most comfortable using.

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Ajustements de version

Ces fonctionnalités sont des ajustements par rapport à celles annoncées précédemment.

Fonctionnalités modifiées

Chaque élément comprend une description de la fonctionnalité telle qu'elle était précédemment publiée sur la page Arrive bientôt et une explication de ce qui a changé.

CXone Attendant (répondeur)

Audit Logging Capabilities

This feature was only for changes made in the CXone Attendant (répondeur) application. It now includes changes made on the CXone Attendant (répondeur) tabs found in the business unit and ACD user records as well.

Personal Connection

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.

Guidage d'interaction en temps réel

Support for International English Added

It was previously announced that you would be able to choose the language that Guidage d'interaction en temps réel used. Instead, Guidage d'interaction en temps réel defaults to either American English or International English based on the location of CXone.

Fonctionnalités à publier à une date ultérieure

Chaque élément comprend une description de la fonctionnalité telle qu'elle était précédemment publiée sur la page Arrive bientôt.

Changements d’Ordre général

Session Timeout Warning

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

Canaux

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.

Interaction Analytics (Analyse des interactions)

Support for Additional Channels

  • WeChat

Gestion de la performance

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.

Personal Connection

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 Interactions 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 Interactions

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

Améliorations du lecteur

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.

Voix

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.

Fonctionnalités ajoutées à cette version

Pour voir les fonctionnalités suivantes en détail, sélectionnez le produit dans le filtre à droite.

ACD

New method for calculating the call abandonment rate.

Gestion des commentaires

Restyled SSO login page.

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

Rapports et tableaux de bord

Real Time Interaction Guidance BI report.

Nexidia Integrated

Text Interaction Processing Engine

New Enlighten AI Use Case Models

Nouveautés de l'Aide en ligne

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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Prise en charge de session omnicanal Enhancements for Non-Voice Interactions

If you have both Omnicanal Numérique Premier (Digital First Omnichannel) (DFO) and Prise en charge de session omnicanal (OSH) enabled for your tenantFermé Regroupement organisationnel de haut niveau utilisé pour gérer le support technique, la facturation et les paramètres globaux pour votre environnement CXone, 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 Omnicanal Numérique Premier (Digital First Omnichannel) 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 skillFermé Utilisé pour automatiser la livraison des interactions en fonction des compétences, des capacités et des connaissances des agents name. This change is effective for ACD skills created:

  • In the ACD application
  • 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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Administration

Prise en charge de session omnicanal Enhancements for Non-Voice Interactions

If you have both Omnicanal Numérique Premier (Digital First Omnichannel) (DFO) and Prise en charge de session omnicanal (OSH) enabled for your tenantFermé Regroupement organisationnel de haut niveau utilisé pour gérer le support technique, la facturation et les paramètres globaux pour votre environnement CXone, 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 Omnicanal Numérique Premier (Digital First Omnichannel) 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 CXone Attendant (répondeur)

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 Omnicanal Numérique Premier (Digital First Omnichannel) and ACD Skills

You can change agent ACD skillFermé Utilisé pour automatiser la livraison des interactions en fonction des compétences, des capacités et des connaissances des agents assignments for Omnicanal Numérique Premier (Digital First Omnichannel) skills using ACD APIs. This gives you the same flexibility with digital skills that you have with omnichannelFermé La possibilité de travailler sur plusieurs interactions à partir de différents canaux en même temps. skills.

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Updated Omnicanal Numérique Premier (Digital First Omnichannel) API

The Omnicanal Numérique Premier (Digital First Omnichannel) API has been updated. For more information, select Omnicanal Numérique Premier (Digital First Omnichannel) 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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Canaux

New Channel: Instagram Direct

You can set up Omnicanal Numérique Premier (Digital First Omnichannel) to send and receive direct messages through Instagram.

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New Channel: WeChat

You can set up Omnicanal Numérique Premier (Digital First Omnichannel) 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

Omnicanal Numérique Premier (Digital First Omnichannel) 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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Services de Cloud Storage (stockage infonuagique)

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 Interaction Analytics (Analyse des interactions) Report files using La gestion du cycle de vie rules.

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CXone Attendant (répondeur)

FedRAMP Support

CXone Attendant (répondeur) supports FedRAMP at the Moderate Impact Level.

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Audit Logging Capabilities

CXone Attendant (répondeur) logs any changes related to it. This includes changes made in the main application window (Applications > CXone Attendant (répondeur)) and changes made on the CXone Attendant (répondeur) 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 CXone Attendant (répondeur). 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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Connecteur DB

Upgrade to .NET 4.8

Upgrade any systems that run Connecteur DB to .NET 4.8. In addition, download and install the latest Connecteur DB. 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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Omnicanal Numérique Premier (Digital First Omnichannel)

Unified ACD Skill and DFO Routing Queue Assignment

The process for adding users to a routing queueFermé Le système utilise des files d'attente de routage pour déterminer les agents vers lesquels acheminer les cas. Votre administrateur système crée des files d'attente de routage afin que certains cas soient acheminés vers des agents ayant une expertise dans ce type de cas. is now the same as the process for adding users to an ACD skillFermé Utilisé pour automatiser la livraison des interactions en fonction des compétences, des capacités et des connaissances des agents. This allows you to maintain agent ACD skill assignments, Prise en charge de session omnicanal (OSH) 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 OSH portion, select Administration in the filter on the right.

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Unified Routing with Prise en charge de session omnicanal

The following features require that you have both Prise en charge de session omnicanal (OSH) and unified routing enabled on the tenantFermé Regroupement organisationnel de haut niveau utilisé pour gérer le support technique, la facturation et les paramètres globaux pour votre environnement CXone.

  • 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 OSH 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 Omnicanal Numérique Premier (Digital First Omnichannel) live chatFermé Les agents et les contacts interagissent en temps réel and chat messagingFermé Clavardage asynchrone dans lequel les contacts envoient un message de clavardage à tout moment et attendent une réponse 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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Nouvelles API

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 Omnicanal Numérique Premier (Digital First Omnichannel) 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 intégré 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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Gestion des commentaires

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
  • Alertes
  • Établissement de rapports

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)

Gestion des commentaires 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 Gestion des commentaires. 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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Interaction Analytics (Analyse des interactions)

Support for Portugais Brésilien

Users can analyze Portugais Brésilien interactions in addition to Anglais and Espagnol interactions. Separate datasets can be created for each of these languages; that is, one language per dataset.

When you add Portugais Brésilien analysis to Interaction Analytics (Analyse des interactions), a drop-down for language is available for dataset creation and for category and workspace templates. To support Portugais Brésilien datasets, you can create custom categories, sentiments, and entities. Selected widgets and filtering capabilities also support Portugais Brésilien. The Interaction Analytics (Analyse des interactions) user interface remains in English only.

Each language in addition to Anglais is a purchasable add-on. Demandez à votre CXone Account Representative pour plus d'informations.

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Sorting Improvements for Interactions and Dataset Views

Sorting of columns now persists when a user views:

  • Ensembles de données
  • 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 Interaction Analytics (Analyse des interactions) continues to make more digital channels available for analysis, this release sees addition of the following:

  • Google Business Manager
  • Microsoft Teams
  • Slack

These channels offer the same functionality as all other channels and enable users to rely on a single tool for their data analysis needs. Les utilisateurs doivent avoir à la fois Interaction Analytics (Analyse des interactions) et Omnicanal Numérique Premier (Digital First Omnichannel) pour profiter de cette fonctionnalité.

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Enlighten CSAT Agent Behavior Metrics Enhancements

In the Fall 2021 release, Interaction Analytics (Analyse des interactions) made Enlighten metrics available to Interaction Analytics (Analyse des interactions) 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.

Les indicateurs Enlighten nécessitent le package Interaction Analytics (Analyse des interactions) Premium et l'achat du cas d'utilisation du comportement de l'agent CSAT Enlighten. Demandez à votre CXone Account Representative pour plus de détails.

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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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Services de médias

Support for the Latest Platforms

NET 4.8 and Windows 2019 are now supported.

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Header Updates for Scalability

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

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Nexidia Integrated

The following features are expected to be released in late March.

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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Gestion de la performance

The following features are expected to be released in early March.

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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Prise en charge linguistique Portugais Brésilien

Gestion de la performance sera pris en charge en Portugais Brésilien. Cela permettra à plus d'utilisateurs d'utiliser Gestion de la performance dans leur langue maternelle.

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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.

Demande du client Modification de l'interface utilisateur Activation future

Personal Connection

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).

Demande du client Modification de l'interface utilisateur Activation future

Gestion de la qualité

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

  • Microsoft Teams

  • Slack

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

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Évaluations de réponse automatique

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. Les évaluateurs peuvent examiner les réponses et les modifier si nécessaire.

This feature is a part of the QM Avancée license.

Demande du client Modification de l'interface utilisateur Activation future

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:

  • Anglais

  • Espagnol

  • Portugais brésilien

This feature is a part of the QM Avancée license.

Demande du client Modification de l'interface utilisateur Activation future

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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Guidage d'interaction en temps réel

Guidage d'interaction en temps réel Agent Widget Available in Agent Application Supported Languages

The Guidage d'interaction en temps réel agent widget is available in the languages supported by MAX and Agent for Salesforce. The guidance and alert messages that agents see always display in the language in which they were written in the Guidage d'interaction en temps réel 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

Guidage d'interaction en temps réel 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.

Demande du client Modification de l'interface utilisateur Activation future

Support for International English Added

Guidage d'interaction en temps réel now offers support for International English in addition to North American English. When you add Guidage d'interaction en temps réel to Agent Assist Hub, 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.

Demande du client Modification de l'interface utilisateur Activation future

CXone Recording

Nouveaux canaux numériques

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

Vous pourrez :

  • Définir des politiques d'enregistrement pour enregistrer l'activité d'écran de l'agent tout en travaillant sur ces interactions numériques.

  • Rechercher ces interactions numériques.

  • View digital interaction transcripts and play back screen recordings.

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Améliorations du lecteur

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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Données d'entreprise

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. Dans CXone, accédez à Admin > Sécurité > Rôles et autorisations. 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.

Demande du client Modification de l'interface utilisateur Activation future

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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Rapports et tableaux de bord

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.

Demande du client Modification de l'interface utilisateur Activation future

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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Rapports de Business Intelligence (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 Guidage d'interaction en temps réel (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 skillFermé Utilisé pour automatiser la livraison des interactions en fonction des compétences, des capacités et des connaissances des agents 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 Omnicanal Numérique Premier (Digital First Omnichannel) live chatFermé Les agents et les contacts interagissent en temps réel and chat messagingFermé Clavardage asynchrone dans lequel les contacts envoient un message de clavardage à tout moment et attendent une réponse 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 Omnicanal Numérique Premier (Digital First Omnichannel) in the filter on the right.

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Unified ACD Skill Assignment

You can change agent ACD skill assignments for digitalFermé Tout canal, contact ou compétence non vocaux tels que les courriels, le clavardage, la messagerie, les éléments de travail ou les SMS. skills using ACD APIs. This gives you the same flexibility when working with digital skills that you have with omnichannelFermé La possibilité de travailler sur plusieurs interactions à partir de différents canaux en même temps. skills. For more information, select Omnicanal Numérique Premier (Digital First Omnichannel) 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 application.

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Gestion des effectifs (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 equivalentFermé 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 Avancée 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.

Demande du client Modification de l'interface utilisateur Activation future