A button will be added to allow agents to dispose of a ringing outbound call before the end of an invalid or disconnected message has ended.
RingCentral Branded MAX Desktop
RingCentral look and feel for the agent desktop.
Omnichannel Session Handling
Agents will be able to handle multiple contacts from different customers concurrently regardless of the channel. For example, while handling an email an agent will be able to take a phone call and multiple chats from other customers.
Agents will be able to use multiple channels while interacting with a single customer. While handling an inbound contact, agents will be able to initiate an outbound contact (voice or email) to that customer, allowing them to communicate with a single customer across multiple channels, concurrently.[back to top]
You will be able to set a maximum time limit for agents to disposition a call. A timer in MAX will count down from the configured time as soon as the call ends. If the agent does not disposition a call before the timer reaches 0, the agent's state will change to an unavailable state of your choosing. If it expires when an agent had already selected a disposition then that disposition will be associated with the contact. If the agent did not choose a disposition prior to expiration then No Disposition will be associated to the contact.
Personal Connection Configurable Search
Contact center supervisors will now be able to decide if they want to configure search options for varying campaign requirements by the standard phone number search or by what is included in the External ID field, which can offer agents more accurate search results.
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New Action - SIPXFERPUTHD
The new SIPXFERPUTHD
action will allow additions to be made to the SIP header of a call prior to a transfer or blind transfer.[back to top]
Additional Rule Intraday Inputs
Two new Intraday Data Points, Queue Size and Longest Wait Time, will be added for use in WFI Rules. These Data Points will be used in the same way as the Service Level Intraday Data Point.
Rules for Periodic Automatic Actions
Recurring rules will allow you to set activities to occur on a regular basis using Hourly, Daily, and Weekly settings. You will be able
to add or remove skills and send notifications at regular recurring intervals.
WFI Moved in Central from WFO Menu to Admin Menu
“Workforce Intelligence” will be located in the Admin menu in Central. WFI Reports will remain in the Reporting/Analytics section.[back to top]
The Notification Center will push real time notifications, alerting you of new chats, work aids, surveys, and announcements.
Profile Redesign - Avatar
This new update will allow you to personalize your avatar and view various data such as coins, gems, badges, XP, and records from your profile.
The Point Store will allow you to manage employee rewards. Agents will be able to spend coins won via the Rules Engine on goods and perks.
The Task Management tool will enable you to create a task, assign it to various agents, and monitor its progress. Agents will also be able to create their own task list.
Coaching Module Redesign
This new update will allow you to create customized coaching sessions using forms, KPI goals, and notes. You will also be able to view all open coaching sessions and easily complete follow-ups. Agents will be able to view their coaching sessions and history.
NICE WFM and NICE QM Integration
inView Integration will enable you to utilize inView reporting dashboards in conjunction with NICE WFM and NICE QM.[back to top]
New UI Look and Feel
The user interface will be updated to provide you with a consistent experience.
The Transcript Export will enable you to export transcripts for all email, voice, and chat conversations, individually or in bulk.
Text-Based Routing User Interface
The Text-Based Routing user interface will allow you to quickly customize your text-based routing, ensuring that incoming emails are properly routed to an agent with the appropriate skill set and experience level.
Custom Categories for Text-Based Routing
Custom Categories rules will allow you to update the routing of your text-based customer conversations as customer priorities and product offerings change, ensuring that incoming emails are always handled by an agent with the best matched skill set.
Custom Terms for Text-Based Routing
Custom Terms will enable you to create and modify new parameters that can be used by the text-based routing system.
Find Contact Features
Find Contact Features will allow you to explore a transcript, or group of transcripts, for events and entities occurring within the contact.
Rolling Time Frames for Reports/Topics
Rolling Time Frames will ensure that you have access to real-time topics and reports of your agents.[back to top]