01/19/18 20:45 PM  

RingCentral Contact Center Workforce Optimization 17.1 Release

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SummaryRingCentral Contact Center Workforce Optimization 17.1 Release
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Release Notes for Hosted RingCentral Contact Center Workforce Optimization 17.1

This article discusses the updates for the RingCentral Contact Center Workforce Optimization 17.1 release. Click on the links below to jump to the specific topic and information:

Obtaining the Release Software
Customer Site Requirement Changes for Hosted RingCentral Contact Center WFO
Major Features and Enhancements for Hosted RingCentral Contact Center WFO
RingCentral Contact Center Workforce Optimization
Online Help Enhancements for Hosted Contact Center WFO
Known End-User Issues for 17.1

Obtaining the Release Software

Customers will receive information regarding the update timelines for their deployment.

Customer Site Requirement Changes for Hosted RingCentral Contact Center WFO

Server Hardware

Hardware requirements vary depending on the deployment model, telephony integration, RingCentral Contact Center WFO components used, and number of concurrent users in the system.

No new hardware requirements have been introduced in 17.1.

Server Software

No server software changes have been introduced in 17.1.

User Workstation/PC

NOTE: When a system includes RingCentral Contact Center Screen Recording, RingCentral Contact Center Desktop Analytics, or both, consult RingCentral Contact Center WFO Sales Engineering for recommended system requirements based on business needs.

• .NET Framework 4.6.1 is now required for any PC running the RingCentral Contact Center Screen Recording client.
• RingCentral Contact Center WFO is now supported with Microsoft Edge 38.14393.0.0 with Microsoft Edge HTML 14.14393.
• RingCentral Contact Center WFO offers two options for recording search and playback, both using the Recorded Interactions page.

Recorded Interactions with Web Player (also known as the Silverlight Player) is supported in the following browsers only: 
• Internet Explorer
• Firefox only

Recorded Interactions with HTML5 Interaction Player is supported in the following browsers only:
• Microsoft Edge 
• Chrome
• Firefox 

Users should take this into consideration when choosing which browser to use.

Licensing

RingCentral Contact Center WFO Sales Engineering explains licensing requirements during the sales process. If SSL is used in the network, a certificate file must be purchased from a vendor such as VeriSign.

Major Features and Enhancements for Hosted RingCentral Contact Center WFO

For additional information, see the technical documentation references cited for each feature or ask your RingCentral Contact Center WFO representative.

RingCentral Contact Center Workforce Optimization

• HTML5 Live Monitor Player Support — Live monitoring capability is now available as part of HTML5-based Recorded Interactions, enabling real-time audio and video monitoring of agents both on and off the phone. This replicates the functionality present in the existing Silverlight Call List. For details, search online help for keyword live monitor.

•  Support for Microsoft Edge — The Edge browser is supported with the HTML5 Interaction Player and Recorded Interactions list. For details on browser support in this release, see Customer Site Requirement Changes for Hosted RingCentral Contact Center WFO.

•  Evaluation Details Logging — Users can now view an Evaluation Details log, which shows when evaluations are started, saved as a draft, edited, and saved/submitted. This log is only supported for evaluations initiated in Recorded Interactions (in other words, logged details are not available for evaluations performed by selecting Evaluate an Agent on the WFO > Quality Management page). For details, search online help for keyword: audit log.

•  Call Details Logging — When users select Call Playback as the Log Type on an Audit Report, they can now choose to view specific call details, which shows actions that were performed in the player while the call was being played back (for example, pause, seek, and so forth). Call details are only available if you use the Recorded Interactions list with HTML5 Interaction Player. For details, search online help for keyword: audit log.

•  Filtering Enhancements for Recorded Interactions — Users now have the ability to filter the Recorded Interactions list based on self-evaluation and calibration evaluation scores. This feature is supported only in the Recorded Interactions list with HTML5 Interaction Player. Users must use the Filter page to access these fields. For details, search online help for keyword filters.

•  Auto-Save Evaluations — RingCentral Contact Center WFO now automatically saves evaluations while they are being completed. This helps to protect against a user's work being lost due to unexpected shutdowns and other events. For details, search online help for keyword in-progress evaluation.

•  Recorded Interactions List Enhancement — Previously, users could only reorder the column display in the Recorded Interactions list with HTML5 Interaction Player in the Settings window. Now users can choose whether to use that method, or to drag and drop the columns in the list itself. This offers feature parity with the Web Player (that is, the Silverlight player). For details, search online help for keyword Recorded Interactions list.

Online Help Enhancements for Hosted RingCentral Contact Center WFO

This topic introduces the changes, additions, and improvements to online help for Hosted RingCentral Contact Center WFO since the release of the previous version:

•  Conceptual and task information for RingCentral Contact Center WFO reporting is now available in online help (and thus searchable). Reference information for the various reports is still in PDF format, but will be converted to online topics over the course of the next few months. Search online help for keyword reporting.

• Conceptual, reference, and task information for RingCentral Contact Center WFO live monitoring is now available in online help (and thus searchable). Search online help for keyword live monitor.

Known End-User Issues for 17.1

There are no known end-user issues as of the GA date of this release.

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