01/19/18 19:59 PM  

RingCentral Contact Center New Features and Enhancements 17.1 Release

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SummaryWhat are the latest features and enhancements on the 17.1 Release?
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New Features and Enhancements for 17.1

RingCentral Contact Center adds new and enhanced features for the 17.1 release. Click on the links below to jump to the topic:

Table of Contents

API FRAMEWORK

Data Download Reporting API
Cancel Active Commitment API
Personal Connection List Management APIs

CENTRAL

More Levels of Agent Skill Proficiency

CUSTOMER CHAT INTERFACE

New HTML5 Chat Client

DATA AND REPORTING

Generate Custom Reports for Based on IVR Data
Generate SMS Transcript Reports
New Custom Reporting Metrics to Accommodate Omni/Multi-Contact Handling
Improved Refresh Rate for the Skill Summary and Service Level Widgets
View Tool Tips for Attributes and Metrics in Custom Reporting
Custom Reporting Dimension and Measure Name Change
Enhanced Date and Time Dimensions

CONTACT CENTER AGENT FOR ORACLE SERVICE CLOUD

Email Channel
Commitment Manager

CONTACT CENTER AGENT FOR SALESFORCE

Tags
Reject Preview Record with Configured Options
Show Ring Names in Outbound Dialing Without Preview
Personal Connection Callback Time Zone Selection
Launch
Enhanced Chat Notification with Multiple Chats
Support for Safari on Mac OS X
ADA Compliance Phase I

CONTACT CENTER CLOUD STORAGE SERVICES

Additional Active Storage
Long-term Storage
Secure External Access

MAX

Omnichannel Handling
Omnichannel Elevation

PERSONAL CONNECTION

Call Delivery to Highest Priority Agent
Improved Efficiency for Calling List Upload in Central
Customizable Do Not Call Group Assignments for SMS Transport Codes
Agent Disposal of Bad Number Calls

STUDIO

Variable Redaction 
Editor Viewing in Action Handlers 
Outbound Email Validation 
Support for OpenID Connect 
Login Dialog Box

SUPERVISOR

New Permission for Launch Supervisor Function
Tab Level Security
Skill View Drill Down

WORKFORCE INTELLIGENCE

Compound Conditions
Expanded Range of Proficiencies

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API FRAMEWORK

For full details on new features for API Framework, see the Contact Center Developer Portal.

Data Download Reporting API

You can now run and retrieve Data Download reports through APIs.

Cancel Active Commitment API

You can cancel a scheduled callback, once it is delivered to an agent, through APIs.

Personal Connection List Management APIs

Control Personal Connection list management through APIs in the 17.1 release. If you are using an older version of the POST/lists/call-lists/{listId}/upload, you will need to update to the latest version, version 10, and of the API as older versions will no longer be supported in 17.2.

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CENTRAL

More Levels of Agent Skill Proficiency

You can assign an agent's skill proficiency level as a numeric value of 1 (highest) to 20 (lowest). Existing agent proficiency assignments remain unchanged with the release of 17.1. For example, if any agent's proficiency was set at 3 prior to 17.1, it will still be set at 3 after the 17.1 release.

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CUSTOMER CHAT INTERFACE

New HTML5 Chat Client

The agent's chat interaction on the Contact Center platform stays consistent with the Agent application in use. Customer interaction with agents has the following improvements:
 
• Chat client is compatible with all HTML5-compliant browsers.
• Chat window is responsive and can adapt to work with a variety of devices or sizes.
• Customer typing and agent typing indicators can be used when setup in the skill.

DATA AND REPORTING

Generate Custom Reports for Based on IVR Data

A new data perspective, IVR data, is available via custom reporting. Attributes and metrics revolving around script usage and IVR actions are selectable when building custom reports.

Generate SMS Transcript Reports

SMS Transcript reports can be generated via Data Download. This report displays a transcript of text messages, source of the message, ContactID, and the date and time the message was sent.

New Custom Reporting Metrics to Accommodate Omni/Multi-Contact Handling

Several new metrics are available to support multi-contact handling in conjunction with MAX. Custom reporting options include tracking elevations and agent concurrent contact handling time.

Improved Refresh Rate for the Skill Summary and Service Level Widgets

The Current Queued, Agent Logged In, Agent Working, and Agent Available metrics inside the Skill Summary widget refresh every 30 seconds. All other metrics refresh every 7 to 9 minutes. With heavy use of the Skill Summary widget, this refresh rate can be throttled back to 7 to 9 minutes for all metrics.

View Tool Tips for Attributes and Metrics in Custom Reporting

Brief descriptions for each attribute and metric in Custom Reporting are available via tool tips.

Custom Reporting Dimension and Measure Name Change

Dimension and Measure labels have been updated for consistency across Steps 3 and 4. Filters have been updated to Fields and Metrics to match the labels in Step 3.

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Enhanced Date and Time Dimensions

In the Custom Reporting fields section, a Group By section with Hour of Day and Day of Week options is available in the Interval drop-down box. In the Custom Reporting filters section, additional filter options have been added for use with these groups. These options allow for sorting and filtering by this criteria.

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CONTACT CENTER AGENT FOR ORACLE SERVICE CLOUD

Email Channel

Agents have the option to handle email messages within the RightNow Agent Desktop.

Commitment Manager

Agents can now schedule reminders to contact customers at later dates or times and can assign the commitments to themselves or to a specific skill. 

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CONTACT CENTER AGENT FOR SALESFORCE

Tags

Tags allow for another level of contact classification for inbound and outbound voice, email, and chat contacts, independent of the primary disposition or secondary dispositions. Tags may be used to track specific attributes of contacts, or to add information beyond what is allowed in dispositions. There is no association between tags and dispositions, so you may choose to use each independently or combined. Tags can be used for contacts of any media type, if enabled for the assigned skill. 

Reject Preview Record with Configured Options

Agents have the option to reject a call record when using contact preview options in Personal Connection with Contact Center Agent for Salesforce. Agents can choose to re-queue a preview record, reschedule the record, or snooze to receive delivery of the record later.

Show Ring Names in Outbound Dialing Without Preview

When making outbound calls using Personal Connection without record preview enabled, Contact Center Agent for Salesforce displays the names of up to ten upcoming contacts, allowing agents more time to accurately greet customers by name.

Personal Connection Callback Time Zone Selection

Agents can avoid scheduling errors by specifying a time zone when scheduling a callback using Personal Connection.

Launch

Agents can use Launch to perform an action, such as launch a URL, to increase efficiency during a contact. When an action is defined using the Studio INDICATE action, agents see a link in the active Contact Center Agent for Salesforce interface to the specified location or item.

Enhanced Chat Notification with Multiple Chats

When handling multiple chats, an orange indicator flashes to notify an agent of a waiting chat. When the agent answers a new chat, the indicator button turns gray.

Support for Safari on Mac OS X

The Safari browser on Mac OS X is supported for use with Contact Center Agent for Salesforce.

ADA Compliance Phase I

Agents can choose to see text for images, use a screen reader, navigate features using the keyboard, and identify error messages by more than just color.

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CONTACT  CENTER CLOUD STORAGE SERVICES

Contact Center Cloud Storage Services offers three storage services that can all be enabled and set up through your Contact Center account manager. Access to these options is based on the assigned permission levels.

Additional Active Storage

Provides active data storage in the cloud that you can access at any time.

Long-term Storage

Store and archive long-term data in the cloud and access that data through a search and retrieve process.

Secure External Access

Securely extract both active and long-term data from the Contact Center Cloud Storage Services.

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MAX

Omnichannel Handling

Agents can handle multiple contacts of the same type, or across multiple channels, concurrently.

Omnichannel Elevation

While handling a contact, agents can initiate an outbound contact (voice or email) with that customer, allowing them to communicate with a single customer across multiple channels, con- currently.

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PERSONAL CONNECTION

Call Delivery to Highest Priority Agent

When determining which agent should receive the next call, the Pacing Engine considers the agent individual wait time, configured maximum number of simultaneous calls, and proficiency of agents for initial call delivery and call hopping. You can customize how much priority each factor has in the call delivery formula by setting the weight of each priority factor at the skill level; however, we recommend requesting help from your Contact Center account manager before making changes to the default values.

Improved Efficiency for Calling List Upload in Central

When you manually upload calling lists in Central, you can navigate away from the list processing page as Central uploads the calling list, then check the progress on the new Process Queue page. You can initiate additional calling list uploads before the first is completely processed. The calling lists are added to a processing queue. When the system finishes processing a calling list, you receive an email notification detailing the results of the upload.

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Customizable Do Not Call Group Assignments for SMS Transport Codes

You have the option to select a specific do not call group to assign to each SMS transport code so that when a contact sends a STOP message, the request becomes part of that specific do not call group. By default, the requests are all added to the business unit default group. To assign a specific do not call group to an SMS transport code, contact your Contact Center account manager.

Agent Disposal of Bad Number Calls

You can configure the skill to display a button in MAX for agents to click when a linked call plays an audio message rather than ringing audio. The agent dispositions the call as a bad number and receives the next most progressed call.

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STUDIO

Variable Redaction

A list of variable names can be entered in Studio. Any variables on that list have their contents redacted in logs and traces. This helps with a number of compliance standards and provides the ability to safeguard Personally Identifiable Information (PII).

Editor Viewing in Action Handlers

Users with View permissions, or users with permission to access scripts that have been locked for editing, can double-click on Action Handlers to view the script in the editor and inspect settings without being able to make or save changes.

Outbound Email Validation

When sending email via the EMAIL or SENDEMAIL actions, the format of the email address is checked for correct syntax. If the email address is invalid, no attempt is made to send the email and the action triggers a new error branch called OnInvalidEmail.

Support for OpenID Connect

OpenID Connect can be used for single sign-on (SSO) with Contact  Center Studio. When configured for OpenID, users do not need to provide credentials but are required to provide the login domain.

Login Dialog Box

Users that have the Domain field enabled, but are using Standard Login and not OpenID, are not required to change their default Domain value.
 
Standard loginUser-added image
Standard with Domain enabledUser-added image
OpenID SSOUser-added image

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SUPERVISOR

New Permission for Launch Supervisor Function

You can grant permission to launch the Supervisor function without granting access to monitor contacts. The permission is automatically enabled for the Admin, Supervisor, and Manager that have the Monitor function enabled.

Tab Level Security

You can grant permissions to access the Agent Tab and the Skills Tab in Supervisor. Access to both is automatically enabled for the Supervisor and Manager. The individual permissions offer more granular security control.

Skill View Drill Down

Supervisors monitoring skills can drill into individual skills to view agent assignments, as well as modify the assignments for optimal real-time SLA management.

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WORKFORCE INTELLIGENCE

Compound Conditions

You can create rules that trigger based on multiple conditions met rather than a single condition. Those multiple conditions are then filtered using compound logic.

Expanded Range of Proficiencies

Agents' skill proficiencies can be raised and lowered through Workforce Intelligence based on the increased Contact Center ACD range of 1-20, with 1 as the highest and 20 as the lowest.

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