New Features in 2018 R4

This section lists the features that are new in CIC 2018 R4.

• Conditional Release of CX Insights and Social Media Features

• Social Media

• Social Media Analytics

• Social Media Configuration

• Social Media Interactions

• Social Media Recordings

• CX Insights

• Interaction Analyzer Statistics

• Interaction Conference Microsoft Outlook Plugin

• Interaction Connect Account Code Configuration

• Interaction Connect Add-ins

• Interaction Connect Alert Configuration

• Interaction Connect Compact Speed Dial View

• Interaction Connect Email Playback in Quality Dashboard

• Interaction Connect IPA Support

• Interaction Connect Stationless Logon

• Interaction Connect Widgets Configuration

• Interaction Dialer Call History Details

• Microsoft .NET Framework 4.7 Requirement

• New Server Parameter: Allow Multiple Calls to Station On Deferred Answer Line

• Polycom Phone Trio 8500/8800 Support

• OAuth Authentication with Exchange

• Chatbot Service

• Documentation Updates