Release Notes. Fall Copyright 2018, NICE Ltd. All rights reserved.

Transcription

1 Release Notes Fall 2018 Copyright 2018, NICE Ltd. All rights reserved.

2 Important Notice NICE Ltd. shall bear no responsibility or liability to a client or to any person or entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly by any NICE product. This includes, but is not limited to, any interruption of service, loss of business or anticipatory profits or consequential damage resulting from the use or operation of any NICE products. Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Ltd. The systems described in this document are furnished under a license agreement or non-disclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made. Protected by one or more of the US patents listed at The full list of NICE marks are the trademarks or registered trademarks of Nice Ltd. For the full list of NICE trademarks, visit All other marks used are the property of their respective proprietors. Copyright 2018 NICE incontact. All rights reserved.

3 Table of Contents Important Notice 2 Table of Contents 3 New Applications and Features 5 Global Changes 5 ACD 5 Admin 6 Agent 6 Dashboard 8 Interaction Analytics Pro 9 inview 9 Recording 9 Reporting 10 Search 10 Supervisor 10 Tenant Management 10 Workforce Management 11 NICE incontact CXone Components 12 Platform Requirements 15 Supported Languages 16 Desktop Virtualization Policy 17 Ports 18 Security and Encryption 23 Fixed & Known Issues 24 ACD 24

4 Cloud Storage Services 24 MAX 24 NICE incontact Platform 24 Personal Connection 24 Quality Management 25 Recording and Playback 25 Reporting 25 Studio 26 Supervisor 26 Tenant Management 26 Supported Environments 27

5 New Applications and Features The upcoming Fall 2018 release of NICE incontact CXone includes a number of new features and applications. Users will be able to access these features, depending on their permissions and purchased applications, once your tenant has been updated. Note that these features are subject to change between now and the final release date. Note: After your tenant has been updated, MAX users must clear their browser cache and cookies before using MAX for the first time. Otherwise, MAX may not function correctly. If you are unsure how to do this, perform an Internet search for keyword clear cache <browser name> (for example, clear cache Internet Explorer). Global Changes Login Page When users log in to CXone, a new panel on the login screen is visible that can display messages and content from NICE incontact. This panel is managed in the branding profile and can also be used by partners to display marketing messages and other content to their tenant users. New Features ACD Ability to Use Custom Storage Support for Same-Day Actions in NICE incontact Cloud Storage Services Execute Script With Agent Customers can optionally configure and use their own storage on Amazon Web Services (AWS) for files such as call recording and call logs. Previously, customers did not have this option and had to use NICE incontact Cloud Storage Services. This feature must be enabled in the customer's tenant. For rules affecting both the active and long-term storage types, 0 is now an acceptable value in the After (# of Days) field. For example, users can create a rule to archive recordings immediately by entering 0 in this field. Previously, users had to specify a non-zero value in the After (# of Days) field, meaning that every rule had a delay in execution of at least one day. This feature provides users with the ability to define by each answering machine

6 Will Be Restored in Personal Connection attempt whether the agent is involved with the handling of the answering machine while executing Studio script OnMachine branch (if defined). Admin Teams Interdependency of Permissions Administrators can group users in teams for easier user management. The users assigned to a team inherit attributes such as unavailable codes and contact-handling settings assigned to the team. Every user must be assigned to one team. Previously, all CXone permissions were assigned separately. This meant, for example, if a role should be able to edit dashboards, the View and Edit permissions had to be assigned individually. With this release, rules for permission dependencies are now defined on a feature level. In this example, if the Dashboard privilege has defined a rule that Edit is enabled => Enable View, then selecting Edit automatically causes View to be selected as well, and both permissions display as selected when the user clicks Dashboard>Edit. Users can override these rules if appropriate. Agent The following Agent features are for Agent for Salesforce v10.0. Note: Version 10.0 is tentatively scheduled for release on November 7, Features are subject to change between now and that release date. Integrated Softphone Using WebRTC Solution for Agent for Salesforce Open WFO button available with Performance The Agent for Salesforce integrated softphone is updated to support a WebRTC Solution. The Open WFO button is now available in Agent for Salesforce when the tenant is licensed for Performance Management.

7 Management Licensing Single Sign On (SSO) with Salesforce as Identity Provider SSO with Third Party as Identity Provider Results Tab Defaults to Open Agents can use Salesforce as their identity provider to automatically authenticate them to the platform. Agents using SSO no longer have to log in to CXone to change their password. Agents can use a third party as their identity provider to automatically authenticate them to the platform. Agents using SSO no longer have to log in to CXone to change their password. When you receive a contact, the Results tab default is open. This saves you an additional click when handling a contact. These Agent features are for MAX: Integrated Softphone Using New WebRTC Solution State Details Available in Productivity Report Custom Workspaces The MAX integrated softphone has been updated to support a new WebRTC solution. At the time the release is deployed, MAX will continue to use the legacy WebRTC solution. The routing changes to utilize the new WebRTC solution will occur one cluster at a time. You will receive advance notice about when your cluster will receive the update. The Productivity Report now displays sub-states and how long the agent was in each one. For example, the agent can see how much time was spent at lunch or on break in addition to the total time in any unavailable state. Administrators can modify their tenant to specify up to three URLs that appear as custom workspaces for all agents in MAX. A section near the bottom of MAX displays up to three links that open the custom workspaces. The custom workspaces load and open when the agent logs in to MAX. When an agent handles a phone call, the custom workspace in focus is displayed below a special phone bar with the call control across the top. When an agent handles other contacts, the agent can choose to either focus on the contact or one of the custom workspaces.

8 Open WFO button available with Performance Management Licensing Unavailable States Sorted Alphabetically Quick Replies Sorted Alphabetically The Open WFO button is now available in MAX and Agent for Salesforce when the tenant is licensed for Performance Management. The unavailable states in the agent state drop-down are now sorted alphabetically. Quick replies for chat and are now sorted alphabetically by title. Dashboard Additional Sharing Options In addition to sharing dashboards for other users to view, dashboard owners can now add additional owners to the dashboard. Added owners have all owner-related privileges. This is especially useful for removing dashboards whose owners are no longer employed by the organization. Select/Clear All New WFM Widgets In widgets with multi-selection drop-down lists in the widget settings, users can Select all or Clear all. Users can now add two new WFM widgets to their dashboards: Average Handling Time (AHT) - allows users to view the average handling time for interactions, and whether or not those times are within a defined target. Average Speed of Answer (ASA) - allows users to view the average speed at which agents answer incoming interactions, and whether or not those times are within a defined target. Control Enhancements for ACD Widgets Users now have more control over widget size and placement and more ways to control skill selection in the widget settings.

9 Interaction Analytics Pro Extended Analysis Analytics Data Ingest API This add on is available for purchase and enables users to analyze, update, categorize, and mine contact data in Interaction Analytics Pro for configurable time periods beyond the default of 90 days. The Interaction Analytics Pro Data Ingest API gives customers the ability to input and analyze external, non-cxone ACD, text-based structured and unstructured data, including survey, CRM, and third-party chat and , to obtain analytic insights and actionable data. inview Wallboard Current Agent State Counter Subscription Unsubscribe Option on Coaching Templates An agent state counter module is now available for wallboards. The module shows the following agent states: available, inbound, outbound, and unavailable. Users can unsubscribe from ed reports by clicking an Unsubscribe link at the bottom of the . Users can save a coaching session as a template for future use and assign the template directly to an agent as a coaching session. A template can contain information such as pre-built tasks, notes, and KPIs. Recording Recording Policies Recording policy enhancements: Users are now able to filter on ACD skills. Recording policy changes are now logged in an audit trail, and can be viewed in reports. Generic API for Recording Streaming CXone now supports integration with external recording solutions using a generic API.

10 Reporting Sort by Column For QM and General prebuilt reports, users can now sort report results by column, across all pages of the results. Search Sentiments Users are now able to filter search results using the sentiment facet and view the identified sentiments (positive, negative, mixed, neutral ) during audio playback. Only available for QM Analytics and Interaction Analytics Pro. User Comments Users are now able to add a comment to segments. Mention users (@) in the comment and they'll get notification. Add tags (#) to the comment so you can search and filter on the user-generated tags. Supervisor Data Restrictions Existing restrictions expand to limit all data displayed in the application depending on user access and visibility settings. For example, the Team A supervisor can only see information for Team A, such as skills to which the supervisor has access, filters, and so forth. Tenant Management Improved Tenant Creation Experience Users now have a better experience when creating new tenants as a result of several new features: When the user enters information in a critical field (such as Name, Business Unit (Account #), or Cluster ID) Tenant Management validates the information and lets the user know immediately if the entry is invalid.

11 If creation of a new tenant fails, the user can edit their entries and try again. Previously, this was not possible. Tenant Type Changes Users can now change the value in the Tenant Type field for active tenants. Workforce Management Validations for Multi-skill Scheduling To save users time, validations for multi-skill scheduling are now performed before the schedule is generated. If an error is found, users will know in advance and be able to make changes to their scheduling rules.

12 NICE incontact CXone Components NICE incontact CXone is a fully integrated and open cloud contact center platform combining the industry s leading Omnichannel Routing with the foremost technologies in Workforce Optimization, Analytics, Automation and Artificial Intelligence. CXone was built for contact centers that wish to leverage the cloud and focus on their business rather than infrastructure. The platform offers highly efficient business solutions without the long-term commitment, hardware investment, annual maintenance and upgrade hassles typically associated with on-premise software. ACD ACD allows organizations to set up their contact center communication channels (such as phone, , and so forth), configure contact center settings like hours of operation and unavailable codes, and perform administrative tasks related to their agent applications. Admin The Admin application provides a central tool to easily create and manager users, roles, groups, and other components for your CXone system. MAX and Agent for Salesforce The CXone agent applications include MAX, a web-based client launched from the CXone site, and the fully-integrated Agent for Salesforce. Dashboard Dashboard consolidates a collection of widgets that display data from the different applications available in CXone. Users can use these dashboards to aggregate and consolidate the necessary data for running their organization. inview inview is an optional ancillary application that enables users to view a wide variety of contact center metrics in a separate, user-friendly portal. Users can easily configure metrics, modules, and dashboards that display at-a-glance information specific to their roles within the organization. Administrators can also create rules and then build achievements, badges, and other awards around those rules to create a more fun and engaging contact center. My Zone My Zone is a CXone application that delivers customized information to users.

13 Quality Management QM empowers your organization by automating the quality management process. It offers a scalable, cloud-based system with a rich set of tools to simplify and streamline how you manage your quality processes. Recording Recording supports manual and automatic pause and resume mechanisms for PCI compliance purposes, and adheres to industry regulations with advanced encryption. Reporting Reporting enables you to view information about your contact center operations as well as diagnostic information about your system. Search Search enables you to find and play back omnichannel recordings. Studio Studio allows you to configure routing scripts and actions associated with contact center channels such as phone, chat, , voice mail, and so forth. Studio uses drag-and-drop functionality and a visually intuitive interface so contact center administrators can configure their own routing schemes without any specialized programming knowledge. Supervisor Supervisor enables supervisors in a contact center to perform critical daily job functions, such as monitoring and interacting with agents, while maintaining a real-time pulse on contact center performance. Tenant Management Tenant Management is an administrative application that enables business partners to support their own tenants and customers. Workforce Intelligence Workforce Intelligence allows you to automate actions in your contact center based on business rules that you define.

14 Workforce Management WFM powers your organization with up-to-the-minute workforce management solutions. It offers a cloud-based system with intuitive forecasting and scheduling to simplify and streamline the job of managing your center s workforce.

15 Platform Requirements This section includes supported environments, supported languages, port settings, and platform security.

16 Supported Languages English is the only supported language for the CXone user interface. Language support for agent applications is as follows: English Chinese French German Italian Japanese Korean Portuguese Russian Spanish MAX Agent for Salesforce The following table shows the primary international languages supported for IVR and TTS (text-to-speech) voices, and for ASR (advanced speech recognition). Supported languages may differ based on the country in which your NICE incontact CXone system is deployed. In addition, many languages offer a choice of multiple voice types and genders. Contact your account manager for details. ASR English - US English - UK Spanish - Latin American Spanish - European Italian French German English - Australian (Australian deployments only) TTS English - US English - UK Spanish - Latin American Spanish - European Italian French German Swedish (European deployments only) English - Australian (Australian deployments only)

17 Desktop Virtualization Policy CXone does not support virtual desktop screen recording. Voice recording is supported. You can run the incontact MAX, Thin Agent, or Power Agent applications in a virtual desktop infrastructure (VDI) environment using products such as Citrix XenApp & XenDesktop, Windows Terminal Services, or VMware Horizon without voiding your warranty or contractual agreement with NICE incontact. To take advantage of the policy, ensure the VDI environment runs on one of the current supported operating systems and runs Agent on one of the current supported browsers. NICE incontact provides full support when you report an issue with Agent that occurred on a VDI environment as long as it is reproducible on a non-vdi environment. If NICE incontact Support cannot replicate the issue in a non- VDI environment, the Support agent may request that you report the issue to the appropriate virtualization vendor's product support team. If NICE incontact determines it can resolve the problem by modifying the software, it will do so if the modification is within reasonable effort and does not negatively impact other customers on the platform. If you experience performance issues with Agent as a result of running it in a VDI environment, NICE incontact will not consider those issues to be product- or platform-related. You are responsible for sizing the VDI environment so that you do not experience negative impacts in the Agent application.

18 Ports NICE incontact CXone uses industry-standard protocols and ports for the inbound and outbound phone channels. Other channels, such as chat, , and work items do not use ports. There is not a limit to how many ports you can request. You are billed for any excess ports used. This topic outlines the ports that must be opened on client workstations, firewalls, or both to access CXone. Ports are determined by your business unit configuration and your geographic location. Your CXone team can provide you with more information. For many customers, no change is required on their side as CXone uses standard Web (HTTP) and Secure Web (HTTPS) transactions. The default port number used for Web (HTTP) transactions is port 80. Secure Web transactions (HTTPS) are handled by port 443. For clarity, outbound is defined as the customer initiation point to CXone. Inbound is defined as the CXone initiation point to the customer site. NG Open Port Request - USA This table lists the CXone IP addresses and the outbound ports used: SERVER IP ADDRESS OUTBOUND PORTS USED /24 80 and /24 80 and / /24 80 and /24 80, 443, and /23 80 and /24 80 and /24 80 and /24 80 and 443

19 Customers that require inbound FTP (such as the SENDFILE action) or web traffic (such as the GETPAGE script action), must have the following IP addresses and ports open for inbound traffic from CXone: SERVER IP ADDRESS INBOUND PORTS USED /24 80, 443, and /24 80, 443, and /24 80, 443, and /24 80, 443, and /24 80, 443, and /24 80, 443, and /24 80, 443, and /24 80, 443, and 21 All equipment within these IP ranges belongs to NICE incontact. CXone client-side applications do not access all IP addresses within these ranges, but we require the flexibility to move services to alternate devices within the defined ranges. You should also unblock s from (such as, or to avoid important s being blocked by your spam filter. Hard phone and softphone configuration must include opening TCP port 80 and 443 and, for hard phones only, UDP port 123 to the following: Europe: /27 and /27 fraxsp.incontact.eu munxsp.incontact.eu US, HKO: /26 and /26 dalxsp.incontact.com laxxsp.incontact.com NG Open Port Request - Europe This table lists the server IP addresses and the outbound ports used:

20 SERVER IP ADDRESS OUTBOUND PORTS USED /23 80, 443, and /24 80 and /24 80 and /24 80, 443, and /24 80, 443, and /23 80, 443, and /24 80 and /24 80 and 443 Customers that require inbound FTP (such as the SENDFILE action) or web traffic (such as the GETPAGE script action), must have the following IP addresses and ports open for inbound traffic from CXone: SERVER IP ADDRESS INBOUND PORTS USED /23 80, 443, /23 80, 443, * 80, 443, * 80, 443, 21 All equipment within these IP ranges belongs to NICE incontact. CXone client-side applications do not access all IP addresses within these ranges, but we require the flexibility to move services to alternate devices within the defined ranges. You should unblock s from (such as, or to avoid important s being blocked by your spam filter.

21 Hard phone and softphone configuration must include opening TCP port 80 and 443 and, for hard phones only, UDP port 123 to the following: Europe: /27 and /27 fraxsp.incontact.eu munxsp.incontact.eu US, HKO: /26 and /26 dalxsp.incontact.com laxxsp.incontact.com Integrated Softphone Open Port Request This table lists the server IP addresses and the outbound ports used for HTTPS and WSS: SERVER IP ADDRESS OUTBOUND PORTS USED /24 TCP 443 and /24 TCP 443 and /24 TCP 443 and TCP 443 and TCP 443 and TCP 443 and TCP 443 and TCP 443 and 9080 For users hosting their data via cloud services, the following URLs should be enabled: maxis.niceincontact.com and global-wrtc.incontact.com This table lists the server IP addresses and the outbound ports used for SRTP: SERVER IP ADDRESS OUTBOUND PORTS USED /24 UDP ports

22 SERVER IP ADDRESS OUTBOUND PORTS USED /24 UDP ports /24 UDP ports /24 UDP ports /28 UDP ports Open Ports - SIP Services For all SIP services, port 5060 must be open for inbound/outbound as all SIP messaging uses this port. UDP is the default; however the end point can be adjusted to TCP based on preference. Audio (RTP) ports are dynamically assigned when a call is established from the available range of UDP ports: 1024 through the end of the range, 65,535. These RTP ports only need to be open for outbound communication. Note: Hosted VoIP with SRTP w/tls uses port 5061 for SIP messaging instead of If you use encryption on your softphones, you must open this port. TLS (Transport Layer Security) is a replacement for SSL (Secure Sockets Layer). SSL and TLS capabilities of your browser can be verified by visiting For all hosted VoIP (Broadsoft Platform), the following ranges apply: DAL /28 LAX /28 SGP /28 FRA /28 MUN /28 Open Ports - Screen Agent The default port for ScreenAgent is To change the default port, contact NICE incontact Support.

23 Security and Encryption CXone encrypts all data at rest and all data in motion. HTTPS is supported.

24 Fixed & Known Issues Fixed Issues ACD In some instances, users were switched into a different account when the page they clicked was refreshed. (ID IC & IC-62389) Known Issues Cloud Storage Services Intermittently, when triggering the WRITEFILE action, information is not correctly getting added to the existing file. Call recordings cannot be retrieved manually in some cases. MAX The return address gets stripped from the preview when receiving s in MAX. contacts can intermittently be assigned an invalid status, Hold, resulting in the contact getting stuck open. NICE incontact Platform An transcript is not logged for incoming contacts that are immediately parked. Files uploaded to an SFTP server get truncated if they are over 1 MB in size. Users are receiving a platform error when uploading address books larger than three thousand entries. Personal Connection Agents using Personal Connection with integrated softphone can get stuck in a Working state if they are using skill with priority-based blending configured. Rarely contacts will temporarily stop queuing even though there are still leads in the queue. The received from Personal Connection after uploading a list contains an invalid link.

25 Quality Management For QMA: Conference segments cannot be transcribed/categorized. For example, if an agent adds a participant to a call between them and a customer, the segment up until that point will be transcribed and categorized, but from that point and on, it will not be transcribed or categorized. Recording and Playback For s that were transferred or reskilled, the transferred/reskilled segment itself does not include the transcript. Other segments do include the transcript. Playback does not support attachments. The first segment in a chat only allows playback of the one segment. The full contact can be played back from subsequent chat segments. For calls that include more than one screen recording, such as conference calls, consultation, and internal calls, the player displays only one of the screens during playback. The player indicates which screen is being played back. Most recorded segments have a delay of up to four seconds between the start times of the voice recording and screen recording. The screen recording is frozen when played back during the delay. Screen recording is initiated up to 20 seconds after the agent logs in to MAX. The screen is not recorded for calls received during these 20 seconds. This issue only affects tenants configured with 100 percent screen recording. If a call is transferred from one agent to another, the screens of both agents are played back in the resolution of the first agent s screen. Reporting The Incoming column in the Campaign Summary by Campaign report contains some minor value discrepancies. In the Contact History report, intermittently the detail page is missing some of the data. Using the OR function in the filters section of custom reporting only applies a single filter instead of considering all of the set filters The outbound AHT calculation in the Agent Snapshot report is reporting incompletely.

26 In the pre-built report, Agent Unavailable Time, the Unavailable agent status can show inaccurate data if the agent switches to another status and then back to Unavailable . Parked contacts are not searchable in the Contact History report. Studio The GET and FILEEXIST actions in Studio return an error indicating that the files are missing. The HOURS action does not accept AUS Eastern Standard Time (AEST) when the value is assigned by a snippet. The ONRESKILL event is not triggering when a call contact gets re-skilled. Some calls are not getting recorded using the LOGCALL action. Supervisor Intermittently when trying to monitor an agent using Supervisor View, the application gives the error, "Uh Oh, the selected agent could not be monitored because they are not handling a call." Tenant Management When using the Impersonate and Configure option, the Stop button and impersonation bar are not visible and do not work on ACD pages.

27 Supported Environments Hardware Requirements Second Generation Intel Core i3 or later type CPU 4 GB of RAM; free physical 2 GB; free disk space 1 GB Minimum supported screen resolution for workstations is 1024x768 Operating Systems Microsoft Windows 7 SP1 or later: 32 bit and 64 bit Microsoft Windows 8.x: 32 bit and 64 bit Microsoft Windows 10: 32 bit and 64 bit Browsers Chrome is the only supported browser for CXone. Note: Downloading Studio from CXone requires an Internet Explorer browser. Download Studio using Internet Explorer and resume running CXone exclusively in Chrome.

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