Aspect Workforce v26 modernizes WEM and expands integrations and security
Aspect Workforce 26 introduces a modernized WEM web experience, an updated Amazon Connect integration, and streamlined imports for multiple Group Allowance Accounts. The release also strengthens standards-based security with OAuth 2.0 and OpenID Connect, expands Five9 REST API support for skills and user-skill assignments, and adds OAuth 2.0 support for SMTP notifications.
Changelog
- IMPROVED: WEM UI Update
- Introduces Facet-aligned typography, colors, icons, navigation, and shared UI components.
- Improves consistency between WEM and the new experience and gives WEM a more modern appearance.
- Applies to supervisors, administrators, and agents using web/thin-client experiences in WFM, Performance, and Quality across public cloud, on-premises, and private cloud deployments. The thick client is excluded.
- Makes no intentional changes to workflows, functionality, permissions, personal settings, or customer-configured visuals.
- IMPROVED: AWS Connect Integration
- Provides an updated interface for Amazon Connect.
- Improves support for 15-minute ACD reporting and reduces incomplete historical metrics for intervals with long-running contacts.
- Simplifies configuration and maintenance of queue and routing-profile lists.
- NEW: Multiple Group Accounts
- Adds an Auto Run import job that supports multiple Group Allowance Accounts in a single CSV file.
- Processes each account row independently and writes failed rows to a retry file.
- Supports public cloud, private cloud, and on-premises deployments.
- NEW: OAuth 2.0 and OpenID Connect support
- Enables modern, standards-based authentication for on-premises and private-cloud WEM deployments.
- Supports compatible identity providers including Google, Microsoft Entra ID, Okta, AD FS, and PingFederate.
- IMPROVED: Five9 REST API
- Adds optional loading of skills and user-skill assignments through REST APIs.
- Historical CSV reports continue to require SOAP because Five9 does not provide REST equivalents.
- IMPROVED: SMTP Notifications
- Updates the WFM Notification Server SMTP dispatcher to support OAuth 2.0.
- Supports Microsoft Exchange Online and Microsoft 365 customers as Microsoft phases out Basic Authentication for Exchange Online SMTP.
- FIXED: Minor bug fixes.