01/19/18 20:56 PM  

RingCentral Contact Center New Features and Enhancements 18.1 Release

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SummaryWhat are the new features and enhancements for 18.1 release?
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New Features and Enhancements for 18.1

RingCentral Contact Center adds new and enhanced features for the 18.1 release. Click on the links below to jump to the topic:

NOTE: This article covers the new features and enhancements for 18.1 release. For information on fixed issues, go to RingCentral Contact Center Fixed Issues 18.1 Release.
 

TABLE OF CONTENTS

API FRAMEWORK
CENTRAL
 
CUSTOMER CHAT INTERFACE
MAX
 
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API FRAMEWORK

 

API Headers Updated for AWS Customers

An alternative status description header has been added for customers using AWS. This header is called icStatusDescription, and it is added to all responses from API or authorization servers that have a status description included.

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CENTRAL

 

Multi-factor Authentication for Login

You can enable multi-factor authentication (MFA) for your Central users by selecting a new option in the Password Policy tab of the security profile assigned to the users. If enabled, users with the affected security profile must configure an MFA secret the first time they log in after MFA is enabled, and a new MFA token field appears on the login screen after that.

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CUSTOMER CHAT INTERFACE

 

Resizable Popped-Out Chat Window

This allows a popped-out chat window to maintain positioning and perspective of its elements when a chat user resizes the window.
 

Chat POC Post-Contact Settings Compliance

This makes the HTML5 (V2) customer chat interface fully compliant with the post-contact settings specified on a point of contact.
 

Multiple Hyperlink Capability in Chat Post-Contact Window

All hyperlinks listed in the Post-contact window are enabled. Previously, only the first hyperlink listed worked.
 

Title Change for Pop-Out Chat Window from "Patron Chat" to "Live Chat

The title of the pop-out chat window has been changed from Patron Chat to Live Chat.

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MAX

 

Event log Improvements

The MAX event log now retains the most recent 200 events and can span browser refreshes and multiple login sessions. The Send button has been removed from the Event Log page and has been replaced with a checkbox in the Feedback page that enables agents to include the event log along with their agent feedback. You can review submitted agent feedback, including attached event logs, in the Agent Issues report (Admin  Support  Agent Issues).
 

Information Page Enhancements

The Information page in MAX contains a Network Status chart to illustrate how long it is currently taking MAX to receive responses from the RingCentral Contact Center servers. The Information page contains a Reload button to simplify the process of refreshing MAX, as instructed by RingCentral Contact Center Technical Support. In addition, the page displays more details about the agent—such as the agent username, team name, and routing mode—to facilitate troubleshooting efforts.

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RINGCENTRAL CONTACT CENTER CLOUD STORAGE SERVICES

 

Secure External Access

Allows you to move or copy files from active storage in storage services to an S3 bucket where you can retrieve the files. You can access this feature in Central from Admin  Secure External Access.

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PERSONAL CONNECTION

 

List Sorting Default Has Changed with RANDOM as the Final Criterion

The list sort function default has been changed from PRIORITY to CREATED DATE, which applies to new skills as they are created. RANDOM is applied to all SORT criteria as the final criteria when less than 6 conditions are defined. RANDOM is accomplished through creation of a random string that is appended to the sort criteria already specified.

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STUDIO

 

Studio Action - ANALYTICS

The ANALYTICS action triggers sentiment analysis on email text, evaluating content for positive, negative, neutral, or mixed tones. The emails can be routed to agents based on this analysis. For example, an email with negative or mixed sentiment analysis can be routed to an agent skilled at customer retention.

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WORKFORCE INTELLIGENCE

 

Skill Action Enhancements for Skill-Based Rules

New capabilities in actions allow you to automate skill management in skill-based rules in different ways. In addition to adding or removing skills, users can configure actions that activate skills. Users can also specify proficiency for skills added to an agent by a skill-based action. Previously, these capabilities were only available for agent-based rules.
 

Multiple Skill-Modifying Actions Per Rule

You can configure multiple actions that modify skills as part of a single rule.
 

Minimum Available Agents Setting

​Previously, a skill setting was available that prevented WFI rules from removing a skill from agents if the action resulted in the number of agents with that skill dropping below the specified number. This new, additional skill setting provides the same functionality for available agents; that is, WFI rules cannot remove a skill from agents if the number of available agents with that skill would drop below the specified number.

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