02/21/19 19:25 PM  

RingCentral Contact Center Spring 2019 Release

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SummaryThis article lists the new features and updates in the RingCentral Contact Center 2019 Spring Release. These features are subject to change between now and the final release date.
Details

 

CENTRAL STUDIO AGENT FOR ORACLE SERVICE CLOUD AGENT FOR SALESFORCE CHAT CHANNEL
INVIEW MESSAGING   INTERACTION ANALYTICS PRO OMNICHANNEL SESSION HANDLING PERSONAL CONNECTION QM ENTERPRISE WFM ENTERPRISE

 

MAX

MAX Versioning
With major new releases, you will be able to assign the new version of MAX to a business unit or to individual agents for testing before deploying it organization-wide. The new version test period will be limited to about four weeks each release. After that time, the new version will automatically become the default for all users.

Ability to Transfer Email Drafts
Multiple agents will have the ability to contribute to the final email reply, if applicable, before it is sent to the contact.

24-Hour Clock Time Format Setting
Agents will be able to choose to enter and display time in 24-hour format.

Address Book Refresh
When agents are using the address book, the +New sub-menu will be removed. The search field will be consolidated between phone and email to eliminate a mouse click.

Visual Counter for New Messages
The number of unread messages will be indicated by a red counter icon.

Chat Session Selection
When an agent selects an inactive chat session from the chat navigator tile, the selected chat will automatically slide into view.

Preview Dialing A/V Notification
Agents will receive a notification for preview dialing in addition to other contact types previously supported if they have the A/V setting for New contact set to on.

Revised Work Item Quick Reply Buttons
The Insert button will be replaced with a Copy button that will place the quick reply text on the clipboard so agents can paste the text anywhere.

Setting to Suppress Network Warning
The agent will be able to suppress network warnings by turning this setting to off. The default setting is off.

A/V Setting for Agent Messages
This setting will enable the agent to receive a browser notification when a new message is received. There will be a visual and an audio option.

Widened and Sortable Tag Selection List
The tag selection list will be in a larger box and list tags will be in alphabetical order.

Custom Workspaces for Teams
You will be able to configure custom workspaces for teams, in addition to business units.


SUPERVISOR

Daily SLA Performance and Trend Line
Supervisors will be able to view the cumulative SLA percentage for the current day when they drill down a skill in the skills view. Additionally, supervisors will have the ability to hover over a trend line to view the SLA percentage for a skill at each hour during the current day.
 

CENTRAL

Central (blue) No Longer References Unsupported Features
Certain references to NICE inContact Quality Management (hosted Uptivity WFO/Discover product), WFO and QM 1.0 (legacy WFO product), and the customer messages features that are not relevant to Central (blue) will no longer appear in security profiles, reports, or anywhere else in the interface.

Point of Contact Business Continuity Field Removed
The point of contact creation and modification pages will no longer display the non-functional Business Continuity field. Similarly, this functionality will be removed from the point of contact bulk upload area.



API

Discovery Service
This new service will allow users to obtain a comprehensive list of the endpoints for the RingCentral Contact Center system from a central location.

Access Keys
This API will return a public and private key pair for a user, which can be used to request an access token for using other APIs. Access keys will be permission-controlled. This feature is designed to work with the API Facade.

API Facade
The API Facade will provide streamlined access and improved performance when using RingCentral Contact Center APIs in customization and development efforts. Phase one of the API Facade will become generally available later in the Spring 2019 release (currently targeted for April 2019).

New APIs
Several new APIs will allow users to configure business units in a more automated fashion. The new APIs include campaigns, points of contact, hours of operation, unavailable codes, and phone numbers. These APIs operate from a user account context, and that account must have the appropriate permissions. For example, if the user account does not have permissions to create campaigns in Central, then attempting to create a campaign with the API will result in an error.



STUDIO

New Actions
A new SendUniversalChat action will be added to Studio to support Messaging. In addition, a new LAYDOWN action will be available to support improved answering machine messaging in Personal Connection.

Support for Browser-Agnostic Download
Users will no longer be required to use Internet Explorer to download and install Studio when they choose the new Studio.exe link on the Software and Updates page. The previous link, Studio.application, will also be available during this release. If users decide to reinstall Studio, they should first uninstall their current Studioversion to avoid having two Studio applications on their desktop.

Updated and Refreshed Icons
Icons for Studio actions and script types will be updated with a fresh look, giving them a more modern appearance.

Login Dialog Change
A new button labeled "Studio Authentication" will appear on the Studio login dialog. This button is for use by NICE inContact Support when there is a need to access Studio to assist customers. It is irrelevant for other Studio users and should not be used.

SNIPPET Action - Encoding and Encryption Feature
The SNIPPET action will support Base64 encoding and the sha512 and HMAC encryption standards.



AGENT FOR ORACLE SERVICE CLOUD

Softphone Integration
Agent for Oracle Service Cloud will support an integrated softphone that utilizes browser WebRTC capabilities.



AGENT FOR SALESFORCE 

External Routing for Digital Channels
Agent for Salesforce chats and cases will be routed by NICE inContact and delivered to the Agent for Salesforce Omni-Channel widget for handling.

Agent for Salesforce Internationalization
Use of Agent for Salesforce will be enabled in Australia.

Softphone Integration
Agent for Salesforce will support an integrated softphone that utilizes browser WebRTC capabilities.
 

CHAT CHANNEL

Customer ANI shows as IP Address in V2 Customer Chat Reports
V2 chat reports will display the patron’s IP address used to initiate a chat in the From field.

 
Customer Chats responds to browser “Locale” subcategory – defaults to parent language
If a contact’s browser language is set to a regional dialect that is not supported by the chat channel, the contact's chat interface language will default to a related parent language. For example, Algerian or Bahrainian Arabic will default to Arabic (Standard).
 

INVIEW

New Dashboards
You will be able to create new dashboards with the following features:

 Workspace – open up to 5 dashboards at once as tabs
 Responsiveness – move and re-size modules
 Updated design – charts and themes will have a modern look
 Dashboard landing page – preview your dashboards
 Dashboard templates – easy starting point for onboarding or creating new dashboards
 New modules – calculator, notepad, games

You may continue to use your existing dashboards for the foreseeable future.

Challenges
Challenges will be streamlined and simplified. Supervisors will be able to configure parameters by which agents can create challenges. Agents will be able to create challenges directly from a dashboard module. A user's profile avatar, along with other details for their current challenges, will display in a module on the dashboard.

User Attributes
User attributes will be expanded to enhance reporting and grouping purposes with the following features:

 Users (with the appropriate role) can create and assign attributes.
 inView will automatically assign attributes based on required profile information.
 You will be able to apply attributes on an individual or group level.
 Pre-existing attributes, such as hire date or tenure.

Consolidation of User Pages
The Users page will now include more detail for a user’s profile, such as gamification stats, personal photo, attributes, and permissions.

Navigation Change
Toolbar and menu navigation will move to a left side-menu with new categories like Workspace and Widgets.
 

MESSAGING  

New Channel Introduction
Using Messaging, agents will be able to respond to inbound SMS (text) messages and conduct two-way interactions in the same way they currently can handle chat interactions. Administrators will be able to configure the number of simultaneous SMS interactions per agent at the user or team level, with the allowed number being shared by text and chat interactions. Messaging will initially be available in the United States and Canada with short codes, long codes, and toll-free long codes. For the Spring 2019 release, this channel is supported only for agents using MAX.



INTERACTION ANALYTICS PRO

Smoother Transition in and out of the Application
A new authentication structure ensures navigation in and out of the Interaction Analytics Pro application will be smoother and users will not be logged out in error.

Language-based Date Formatting
Users will see dates in a format that make sense to them according to their location.

Interaction Analytics Pro Accessed from Central
If you use Central (blue), users will be able to open Interaction Analytics Pro from the application launcher in the top right corner of Central and enter the application as an authenticated user. If you are still using Central (orange), the method for accessing Interaction Analytics Pro will not change.

Availability in Australia
Interaction Analytics Pro will be available in Australia and New Zealand with less latency and with the ability to categorize international English to account for local words and phrases.

Unresolved Issues Widget
The application will be able to analyze conversations to detect whether customers' issues have been resolved. The Unresolved Issues widget will show users the most commonly unresolved categories impacting the contact center, paired with the context of average handle time. Users can use the widget to discover what kinds of contacts are frequently unresolved in a single interaction and which agents might be struggling to resolve customer problems in a single interaction.

Frustration Widget
The application will be able to analyze conversations to detect whether customers were upset or angry. The new widget will show users which contacts were frustrated with a process, service, agent, or product and the percentage of frustrated contacts per category and per agent.

Frustration Trend Chart
Users will be able to view all frustrated contacts over time in this widget. It will track and display frustrated and non-frustrated contacts in a trend chart, allowing users to quickly view trends in when customers become frustrated.

Boilerplate Text Exclusion
You will be able to select boilerplate text—such as email signatures—you want the engine to ignore when interactions are analyzed for sentiment and categorization. This feature can help you avoid having text such as email signatures analyzed, assigned sentiment, and included in your widgets.

Widget-level Filtering
All filter options that are available at the workspace level (such as category, channel, and so forth) will now be available at the widget level in your workspaces, allowing users to filter each widget individually. This will enable you to view a wide variety of widgets side-by-side, filtered in different ways for different insights.

Widget Settings
Users will be able to configure widget settings directly from the workspace. The Settings option will be available for each widget on workspaces, where users can change the widget title, control filters, and change configuration options that are available for that widget. Settings options will still also be available in the workspace editor.

Querying and Filtering Enhancements
Users will experience improved accuracy and usability with querying and filtering in the application, particularly with exclusions. Both the agent and contact speech of the interaction will be analyzed to return topic, category, and filter results that remove the excluded terms and phrases from both sides of the interaction, rather than just the agent speech. Users will be able to include or exclude criteria to see if a particular term or phrase is present or excluded for one side of the call in topic definitions. The improvements with phrase matching will ensure that the entire phrase is matched and not just the individual words in a phrase.

Enhancements to Contacts Widget and Show Contacts Modal
The Contacts widget and the Show Contacts modal will display new fields for both agent and contact sentiment and both agent and contact readability. The chart will also display contact frustration. When users view contact details, they will see the transcript and the agent name, contact ID, and contact frustration level in the same view.
 

OMNICHANNEL SESSION HANDLING

Refusal Timeout Configuration Parity with Station Configuration
You will be able to configure custom refusal timeouts for each channel at a user level.


PERSONAL CONNECTION

Improved Answering Machine Messaging
The LAYDOWN action is similar to PLAYAMD but is a simpler option for an agentless script. It provides improved answering machine detection and allows users to accurately deliver their intended message on an answering machine when governed from a script.
 

QM ENTERPRISE

Improvements to System Performance
Database improvements and memory enhancements will improve system performance.

 

WFM ENTERPRISE

AHT Calculation Updated
Reports will no longer include interrupted time in the AHT calculation for interruptible contact interactions.

AI Forecasting Add-on
If this add-on is enabled, users will be able to select different types of forecast modes including Best Pick.

CSV Exports for Reports
Users will be able to export most WFM Enterprise reports to .csv format.

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