Spring 2022 Release Notes

Check out Coming Soon for a preview of features coming in the April 2022 Minor release.

View the Spring 2022 webinar recording and presentation slides. This covers the features in more detail.

This page has been updated to show the final products and features through the Spring 2022, CU3 release of CXone. Features are subject to change between now and final deployment.

All new products and features are shown by default. If you want to see only products and features in your CXone system, you can clear the checkboxes to remove features you don't need from your display.

Each feature description includes a table that states whether the following details apply to it. means that the detail applies to the feature and means that the detail does not apply to the feature.

Customer Request The feature was developed by customer request.
UI Change The feature introduces major user interface (UI) changes.
Future Enablement The feature is enabled after deployment. It may not be available immediately if it hasn't been turned on at the time of the release. If you have questions about the feature enablement process, contact your CXone Account Representative.

Cumulative Update Features

Cumulative updates mostly contain fixed issues. For a list of issues fixed in the cumulative updates this release, see Fixed Issues.

Cumulative Update 6

Studio Uses Global Authentication

Studio now uses the global authentication service that was introduced to the CXone platform in 2020. Global authentication uses OpenID Connect. It increases the security of all CXone logins. Additionally, when you close and reopen Studio, it remembers your login. To allow you to logout when needed, a new menu option, Logout and Exit, has been added to the File menu.

Customer Request UI Change Future Enablement

Cumulative Update 2

Digital First Omnichannel

Full CXone Email Integration

You can now set up CXone email channels inside Digital First Omnichannel. This allows you to take advantage of the benefits of the digital platform, including contact threading, agent rofuting, and automation tools.

Customer Request UI Change Future Enablement

Global Changes

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.

Customer Request UI Change Future Enablement

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 Workflow Data. It allows users to enter text in the language they're most comfortable using.

Customer Request UI Change Future Enablement

Release Adjustments

These features are adjustments to those previously announced.

Changed Features

Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.

CXone Attendant

Audit Logging Capabilities

This feature was only for changes made in the CXone Attendantapplication. It now includes changes made on the CXone Attendant 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.

Real-Time Interaction Guidance

Support for International English Added

It was previously announced that you would be able to choose the language that Real-Time Interaction Guidance used. Instead, Real-Time Interaction Guidance defaults to either American English or International English based on the location of CXone.

Features to be Released at a Later Date

Each item includes a description of the feature as it was previously published on the Coming Soon page.

Global Changes

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.

Channels

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

Support for Additional Channels

  • WeChat

Performance Management

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. No customer actions are required in connection with this change. Existing scripts using this action will continue to work as is.

New StudioAction: 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.

Player Enhancements

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.

Reporting

Agent Contact Performance BI Report

A new business intelligence (BI) report that provides more in-depth ACD metrics for each interaction

Voice

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.

Features Added to this Release

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

ACD

New method for calculating the call abandonment rate.

Agent for Salesforce

Right-to-left alignment for DFO email.

Feedback Management

Restyled SSO login page.

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

Reporting and Dashboards

Real-Time Interaction Guidance BI report.

Nexidia Integrated

Text Interaction Processing Engine

New Enlighten AI Use Case Models

New Application Announcement

CXone Agent for Service Cloud Voice

What's New in the Online Help

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.

New Applications

CXone Agent for Service Cloud Voice

This agent application leverages the new service cloud architecture within Salesforce. It allows you to add CXone voice capabilities on top of other Salesforce channels like chat, email-to-case, and digital. This new app embeds directly within the Salesforce omni-channel widget, adding the CXone voice channel through Lightning Web Components. It offers an alternative to Agent for Salesforce and its dependence on OpenID Connect for voice.

Key features of this agent application are:

  • Standard call controls, such as consults, transfers, and conferences.
  • Ability to map agent statuses between Salesforce and CXone.
  • CXone address book integration.
  • Automatic task creation with every voice call.

Contact your CXone Account Representative for more information and a full feature list. CXone Agent for Service Cloud Voice will be available through the Salesforce App Store in mid-March.

Customer Request UI Change Future Enablement

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).

Customer Request UI Change Future Enablement

Omnichannel Session Handling Enhancements for Non-Voice Interactions

If you have both Digital First Omnichannel (DFO) and Omnichannel Session Handling (OSH) enabled for your tenant, 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 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.

Customer Request UI Change Future Enablement

Skill Name Enhancement

You can include a colon (:) in an ACDskillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge 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.

Customer Request UI Change Future Enablement

Admin

Omnichannel Session Handling Enhancements for Non-Voice Interactions

If you have both Digital First Omnichannel (DFO) and Omnichannel Session Handling (OSH) enabled for your tenant, 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 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.

Customer Request UI Change Future Enablement

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

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.

Customer Request UI Change Future Enablement

Agent for Salesforce

See the Agent for Salesforceversion log for a list of previous versions.

The following feature is included in version 19.2 and is expected to be released in March 2022.

Right-to-Left Alignment for DFO Email

Agent for Salesforce Lightning Experience supports right-to-left text alignment in Digital First Omnichannel email.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

Unified Skill Assignment for Digital First Omnichannel and ACD Skills

You can change agent ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge assignments for Digital First Omnichannel skills using ACD APIs. This gives you the same flexibility with digital skills that you have with omnichannelClosed The ability to work on multiple interactions from different channels at the same time. skills.

Customer Request UI Change Future Enablement

Updated Digital First Omnichannel API

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

Customer Request UI Change Future Enablement

Updated Studio API

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

Customer Request UI Change Future Enablement

Channels

New Channel: Instagram Direct

You can set up Digital First Omnichannel to send and receive direct messages through Instagram.

Customer Request UI Change Future Enablement

New Channel: WeChat

You can set up Digital First Omnichannel to use basic messaging through WeChat. Contact your CXone Account Representative to begin the setup process for you.

Customer Request UI Change Future Enablement

Apple Business Chat Enhancements

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

Customer Request UI Change Future Enablement

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.
Customer Request UI Change Future Enablement

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.
Customer Request UI Change Future Enablement

DFO Email Enhancements

Digital First Omnichannel email has the following updates:

  • Branded templates—You can build templates with custom colors, logos, and fonts for outbound email messages.
  • Signature formatting—You can use HTML formatting for custom email signatures.
Customer Request UI Change Future Enablement

Cloud Storage Services

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.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

IA Report File Type

You can define life cycle rules for Interaction Analytics Report files using Life Cycle Management rules.

Customer Request UI Change Future Enablement

CXone Attendant

FedRAMP Support

CXone Attendant supports FedRAMP at the Moderate Impact Level.

Customer Request UI Change Future Enablement

Audit Logging Capabilities

CXone Attendant logs any changes related to it. This includes changes made in the main application window (Applications > CXone Attendant) and changes made on the CXone Attendant 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. Audit logging data is kept indefinitely.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

Management for Multiple Sites

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

Customer Request UI Change Future Enablement

DB Connector

Upgrade to .NET 4.8

Upgrade any systems that run DB Connector to .NET 4.8. In addition, download and install the latest DB Connector. 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.

Customer Request UI Change Future Enablement

Digital First Omnichannel

Full CXone Email Integration

You can now set up CXone email channels inside Digital First Omnichannel. This allows you to take advantage of the benefits of the digital platform, including contact threading, agent routing, and automation tools.

Customer Request UI Change Future Enablement

Unified ACD Skill and DFO Routing Queue Assignment

The process for adding users to a routing queueClosed The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case. is now the same as the process for adding users to an ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. This allows you to maintain agent ACD skill assignments, Omnichannel Session Handling (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 Admin in the filter on the right.

Customer Request UI Change Future Enablement

Unified Routing with Omnichannel Session Handling

The following features require that you have both Omnichannel Session Handling (OSH) and unified routing enabled on the tenant.

  • 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.
Customer Request UI Change Future Enablement

Updates to AskCaller Studio Action

The AskCaller action allows you to integrate digital scripts into your Digital First Omnichannel live chatClosed Agents and contacts interact on a real-time basis and chat messagingClosed Asynchronous chat in which contacts send a chat message anytime and wait for a reply 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.

Customer Request UI Change Future Enablement

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
Customer Request UI Change Future Enablement

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 Digital First Omnichannel and WFM.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

Absence Request for IEX WFM Integrated 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.

Customer Request UI Change Future Enablement

Feedback Management

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
  • Alerts
  • Reporting

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.

Customer Request UI Change Future Enablement

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.
Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

Security Improvements (FedRAMP)

Feedback Management 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.

Customer Request UI Change Future Enablement

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 Feedback Management. 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.

Customer Request UI Change Future Enablement

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).

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

Interaction Analytics

Support for Brazilian Portuguese

Users can analyze Brazilian Portuguese interactions in addition to English and Spanish interactions. Separate datasets can be created for each of these languages; that is, one language per dataset.

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

Each language in addition to English is a purchasable add-on. Ask your CXone Account Representative for more information.

Customer Request UI Change Future Enablement

Sorting Improvements for Interactions and Dataset Views

Sorting of columns now persists when a user views:

  • Datasets
  • 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.

Customer Request UI Change Future Enablement

Annotation Usability Improvements

In the Annotation Selector, users can see which top-level nodes have matching interactions in the transcript 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.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

Support for New Digital Channels

As Interaction Analytics 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. Users must have both Interaction Analytics and Digital First Omnichannel to take advantage of this feature.

Customer Request UI Change Future Enablement

Enlighten CSAT Agent Behavior Metrics Enhancements

In the Fall 2021 release, Interaction Analytics made Enlighten metrics available to Interaction Analytics 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.

Enlighten metrics require the Interaction Analytics Premium package and purchase of the Enlighten CSAT Agent Behavior Use Case. Ask your CXone Account Representative for details.

Customer Request UI Change Future Enablement

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. By default, MAX will continue to load in a new browser window. Customers who want to keep this experience for their agents do not need to take any action.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

Media Services

Support for the Latest Platforms

NET 4.8 and Windows 2019 are now supported.

Customer Request UI Change Future Enablement

Header Updates for Scalability

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

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

Performance Management

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.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

Brazilian Portuguese Language Support

Performance Management will be supported in Brazilian Portuguese. This will enable more users to use Performance Management in their native language.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

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).

Customer Request UI Change Future Enablement

Quality Management

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.

Customer Request UI Change Future Enablement

Auto-Response Evaluations

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. Evaluators can review the responses and change them if needed.

This feature is a part of the QMAdvanced license.

Customer Request UI Change Future Enablement

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:

  • English

  • Spanish

  • Brazilian Portuguese

This feature is a part of the QMAdvanced license.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

Real-Time Interaction Guidance

Real-Time Interaction Guidance Agent Widget Available in Agent Application Supported Languages

The Real-Time Interaction Guidance 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 Real-Time Interaction Guidance 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.

Customer Request UI Change Future Enablement

Create Multiple Profiles per Business Unit

Real-Time Interaction Guidance 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.

Customer Request UI Change Future Enablement

Support for International English Added

Real-Time Interaction Guidance now offers support for International English in addition to North American English. When you add Real-Time Interaction Guidance 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.

Customer Request UI Change Future Enablement

CXone Recording

New Digital Channels

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

You will be able to:

  • Define recording policies to record agent screen activity while working on these digital interactions.

  • Search for these digital interactions.

  • View digital interaction transcripts and play back screen recordings.

Customer Request UI Change Future Enablement

Player Enhancements

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.

Customer Request UI Change Future Enablement

Business Data

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

The Update business datapermission is required to use the API. In CXone, go to Admin > Security > Roles and Permissions. The permission is under Search & Playback > APIs.

Customer Request UI Change Future Enablement

Recording Agent Only

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

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

ScreenAgent Online Help Improvements

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

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

Recording Dialer Interactions

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

Customer Request UI Change Future Enablement

Reporting and Dashboards

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.
Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

Business Intelligence (BI) Reports

Real Time Interaction Guidance

The Real Time Interaction Guidance report allows you to view status and trend information from Real-Time Interaction Guidance (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.

Customer Request UI Change Future Enablement

Studio

Studio Uses Global Authentication

Studio now uses the global authentication service that was introduced to the CXone platform in 2020. Global authentication uses OpenID Connect. It increases the security of all CXone logins. Additionally, when you close and reopen Studio, it remembers your login. To allow you to logout when needed, a new menu option, Logout and Exit, has been added to the File menu.

Customer Request UI Change Future Enablement

Upgrade to .NET 4.8

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.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

Enhanced Action: SendFile

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

Customer Request UI Change Future Enablement

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 skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge and persists through call transfers. Additional use cases are planned for future releases.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement

Enhanced Action: AskCaller

The AskCaller action now allows you to integrate digital scripts into your Digital First Omnichannellive chatClosed Agents and contacts interact on a real-time basis and chat messagingClosed Asynchronous chat in which contacts send a chat message anytime and wait for a reply 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 Digital First Omnichannel in the filter on the right.

Customer Request UI Change Future Enablement

Unified ACD Skill Assignment

You can change agent ACD skill assignments for digitalClosed Any non-voice channel, contact, or skill such as email, chat, messaging, work item, or SMS. skills using ACD APIs. This gives you the same flexibility when working with digital skills that you have with omnichannelClosed The ability to work on multiple interactions from different channels at the same time. skills. For more information, select Digital First Omnichannel in the filter on the right.

Customer Request UI Change Future Enablement

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 Supervisorapplication.

Customer Request UI Change Future Enablement

Workforce Management (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.

Customer Request UI Change Future Enablement

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 equivalentClosed 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.

Customer Request UI Change Future Enablement

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 WFMAdvanced license.

Customer Request UI Change Future Enablement

Consistent Breaks and Lunches

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

Customer Request UI Change Future Enablement

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.

Customer Request UI Change Future Enablement