NICE CXone Agent for Salesforce Version Log

Release Notes: NICE CXone Agent for Salesforce Version Log

The icon indicates user interface (UI) navigation changes or tab or column relabeling.

Version 19.0

Configurable Reading Direction Option

Agent for Salesforce supports a right-to-left text direction for the chat and email channels. This allows for Arabic localization.

Version 18.0

Configure Agent for Salesforce to Display Text or Icons

You can configure whether Agent for Salesforce displays icons or text.

Version 17.0

Fully Integrated Lightning Agent for Salesforce User Experience Enhancements

Agents can:

View queue counts and their related icons in a NICE CXone Fully Integrated Lightning Agent for Salesforce on the home screen. This replaces Show Queue.
Automatically view the dial pad when transferring a call.

Select whether the agent application displays icons or text.

Integrated Softphone Secondary Ring Device

Agents using Integrated Softphone can Connect Your Phone to play ring tones in addition to their primary device.

Specify Object Types in the Relates To Field

You can Set Up Omni-Channel in the Relates To field. This ensures more accurate reporting of agent results and agent activity.

Version 16.0

Initiate Outbound CXone Messaging SMS Contact as New Contact

Agents using CXone Messaging SMS can initiate an outbound SMS contact without associating it with an existing contact.

Click-to-Dial Elevation

Agents can use click-to-dial to elevate an interaction with an assigned Salesforce contact.

Agent Experience Enhancements

Agents can:

Sort the skill list by skills, queue, and wait time.
Receive commitment reminders one minute before they are due.

Administrator Experience Enhancements

You can:

Control the visibility of the Delete button in the commitment manager.
Sort agents by their name, the date, and the time they've spent in the queue.

Configure Task Creation for Omnichannel Session Handling Contacts with Elevation

You can configure how to handle elevated contact task creation to capture all Omnichannel Session Handling activities in Salesforce.

911 Dialing

Agents in the United States using any outbound voice skill can dial 911 and be routed to the National Emergency Center. This feature is available in every agent application and ensures compliance with Kari's Law.

Integrated Softphone Enhancements

You can set the ring tone that is played when a call is presented to the agent. You can also enable auto-accept, resulting in agents in the available state automatically accepting calls instead of having to manually accept them.

Internet Explorer 11 Support Ending

The Agent for Salesforce application no longer supports Internet Explorer 11.

Version 15.0

Implement Call Recording Memorialization

Agent for Salesforce can use an API to link CXone media playback call recordings to Salesforce tasks/objects. This allows users to instantly view recorded calls and screens. This feature is available for Fully Integrated Lightning Agent for Salesforce.

Support the Preview Mode of Manual Compliance

When using Personal Connection, calls marked for compliance are delivered to agents so they can select an outcome and disposition as configured by their administrator. This feature is available for Fully Integrated Lightning Agent for Salesforce.

Support Personal Connection

Agents configured for single-channel handling of NICE CXone channels can now use Personal Connection. This feature is available for Fully Integrated Lightning Agent for Salesforce.

User Experience Updates

Updates to the agent experience in Fully Integrated Lightning Agent for Salesforce include:

Ability to use quick replies and formatting in chat interactions.
Ability to search and sort emails and chats in My Queue.
Support for hours of operation and for Presence Sync with single-channel handling.
Click to email from within a dynamic address book.
Link to online help.

April 2020 Minor Release

Support for Salesforce High Velocity Sales

If you use the Salesforce High Velocity Sales product, agents will be able to use click-to-dial to initiate a call from within the CXoneAgent for Salesforce and capture the outbound contacts initiated with click-to-dial. This capability will be available for both Classic and Fully Integrated Lightning Experiences.

Support Salesforce Flows

You will be able to configure a Softphone layout with screen pop settings using the Pop to flow option for the following scenarios: No matching records, Single-matching record, and Multiple-matching records. This capability will be available for both Classic and Fully Integrated Lightning Experiences.

Version 14.0

Chrome 80 Settings Update

Google released Chrome 80 in February 2020. All agents using Chrome must set SameSite by default cookies to either disabled or default. If the setting is left enabled, the agent application may encounter bugs or delays.

Agent Interface Integration with Salesforce Lightning

The Fully Integrated Lightning Agent for Salesforce can handle multiple chat, voicemail, and email interactions simultaneously. Agents can elevate interactions to promote positive customer experiences.

Audio/Visual Notifications

Agents using the Fully Integrated Lightning Agent for Salesforce can configure audio and visual notifications for incoming contacts.