NiCE CXone is pleased to announce the following features and enhancements for Outbound Engagement (SmartReach/LiveVox). 

Agent Desktop Native, Version 11.0.1 

A new version of Agent Desktop Native (ADN) has been released and includes the following enhancements:

• Contains Audio Processing options and logo and user interface updates. 
• Improved multi-monitor screen recording performance.
• Contains security updates included in Electron 41.2.0; Chrome: 146.0.7680.179.

Release Details

For additional information, see Agent Desktop Native.

Unified Configuration Manager Restrictions 

To streamline the integration with NiCE CXone, Outbound Engagement (SmartReach) Outbound Engagement has implemented configuration restrictions within Configuration Manager to better align with the unified CXone platform. The Service Editor features a simplified interface where redundant fields are disabled or hidden, and a new CXone Service ID field is visible to provide a clear link between services and their corresponding CXOne skills.

The following options are disabled in the Services Editor when the client is set to SmartReach Client User Interface:

• Service Delete
• Service Copy
• Service Name 
• Service Type, Call Direction, and ACD Mode

Release Details

For additional information, see Service Editor. 

Support for 40 Million Records in Contact Manager   

Contact Manager can support contact lists that can be configured for up to 40 million records per client. The default limit is 500,000 records. Records above the 500,000 record limit can incur an additional cost. 

For additional information, see Contact Manager. 

Monitor Dashboard: Shared Dashboard Permissions

For dashboards shared using Global Templates or created by other users, the Update Dashboard and Reset All Changes buttons are now disabled

For additional information, see Modifying the Dashboard.