Interaction Control Component release notes

  • Release version: Store
  • Updated July 9, 2026
  • 4 minutes to read
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    Summary of Interaction Control Component release notes

    The Interaction Control Component (ICC) is a framework that integrates Contact Center Platforms with the ServiceNow Configurable Workspace, offering native voice call control capabilities. It is designed to enhance agent and supervisor productivity through real-time call management, accessibility improvements, and seamless integration with CCaaS platforms.

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    Key Features

    • Call Controls and Interaction Management: Native voice call controls including agent-initiated call wrap-up, outbound calling with queue selection, and callback functionality allowing agents to manage customer interactions effectively.
    • Supervisor Capabilities: Real-time monitoring, coaching, barge-in, and help-request features enable supervisors to assist agents during active calls with dynamic context-based action enablement.
    • Transfer and Phone Directory Enhancements: Real-time agent status and call handling data display, support for hiding target types based on platform capabilities, and the ability to transfer calls to external numbers directly.
    • Global Call List Support: Manage multiple calls across different workspace pages with quick access to interaction records and outbound dialing from the phone directory.
    • Accessibility Improvements: Enhanced support for assistive technologies, including refined ARIA attributes and improved navigation for screen readers.
    • Event Tracking and Analytics: Capture agent interactions with voice controls as event metrics available in Usage Insights under Platform Analytics for operational visibility.

    Fixes and Enhancements

    • Resolved issues with wrap-up modal functionality, ensuring agents can summarize calls during active sessions.
    • Fixed ARIA accessibility issues and improved keyboard interactions such as automatic clearing of phone number fields and call initiation via the Enter key.
    • Corrected data retrieval problems in phone directory and transfer target lists from CCaaS platforms.
    • Improved UI consistency with correct heading hierarchy and UX naming conventions.

    What ServiceNow Customers Can Expect

    By leveraging the Interaction Control Component, customers can expect a streamlined and accessible agent experience with advanced call control and supervisor oversight directly within their ServiceNow workspace. The continuous improvements and fixes ensure reliable integration with various CCaaS platforms, better call management efficiency, and enhanced operational insights through analytics. This component supports evolving contact center needs by providing flexible transfer options, callback management, and real-time agent status updates.

    Version history for the Interaction Control Component application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 4.7.0 - July 2026 (Australia)
    Fixed: Fixed incorrect heading hierarchy in the Set idle state capabilities, Set agent capabilities, and Transfer capabilities pages.
    Version 3.2.4 - July 2026 (Zurich)
    The following issues has been resolved in this release: The Agent-initiated Wrap-Up using Interaction Controls Component (ICC) now works as expected, and allows agents to open the wrap-up modal, select codes, and submit summary notes during active calls.
    Version 4.6.0 - June 2026 (Australia)
    • New in this release:
      • Agent-initiated Call Wrap-Up:
      • Overflow menu for active calls:
    • Fixed in this release: Initiating an outbound call from the Active Call window now populates the caller_phone_number field with the dialed number on the interaction record. This is an ARIA accessibility fix.
    Version 4.3.1 - May 2026 (Australia)
    New in this release: Accessibility improvements for phone directory, phone search, and supervisor actions.
    Version 3.2.3 - May 2026 (Zurich)
    • Fixed in this release:
      • The following features have been enhanced to improve user experience:
        • Global Call page – The phone number field now clears automatically after a call is placed, reducing manual steps between calls.
        • Outbound Call page – The Enter key initiates a call only when outbound calling is available, preventing accidental dial attempts.
        • Accessibility – The phone icon inside the "Enter a Number" field is no longer read out by screen readers in browse mode, improving navigation for assistive technology users.
    Version 4.2.0 - April 2026 (Australia)
    • New in this Release:
      • The Transfer and Phone Directory agent target lists now display real-time agent status and call handling data.
      • The Transfer target list and Phone Directory now support hiding individual target types (Agent, Queue, or External) based on CCaaS platform capabilities.
      • When event tracking is enabled, agent interactions with voice controls are captured as event metrics for Active Call Components and available in Usage Insights under Platform Analytics.
    • Fix in this Release:
      • Resolved an issue where events were not published when agents cleared the outbound queue selection.
      • Resolved an issue where the dial pad Phone Directory was missing the Call button for each contact.
    Version 3.2.2 - April 2026 (Zurich)
    Fixed in this Release: Resolved an issue where events were not published when an agent cleared the outbound queue selection.
    Version 4.1.0 - March 2026 (Australia)
    New in this Release: Help requested feature - Agents can now request supervisor assistance during an active call directly in the Active Call component. Upon accepting the help request, supervisors can monitor, coach, or barge-in to the call in real time.
    Version 3.2.0 - January 2026
    • New in this Release:
      • New user interface on the keypad and phone directory for outbound queue selection.
      • New option for Agent to mark the selected queue as default for all outbound calls.
      • Enhanced click-to-dial feature to include outbound queue if queue selection is enabled.
    Version 3.1.0 - December 2025
    • New in this release:
      • Supervisor Flow: Supervisors gain comprehensive call management capabilities directly within the ICC listing view, ensuring seamless oversight and intervention.
        • NVC Active Call Component: Real-time monitoring, coaching, and barge-in via dedicated buttons.
        • Global Call List: Extended monitoring, coaching, and barge-in capabilities, even in non-interactive pages or non-supported workspaces.
        • CCaaS Context Integration: Dynamic enablement of supported supervisor actions based on call context.
    Version 2.2.3 - November 2025
    • Fixed in this release:
      • The Phone Number field in the keypad now automatically initiates a call when the user presses the Return key.  Previously, users were required to click thePhone icon to start dialing.
      • ThePhone Number field in the keypad now automatically clears once a call has been initiated.
    Version 3.0.2 - September 2025
    Fixed in this release: Phone Directory and Transfer Target list now correctly retrieves and displays data from CCaaS.
    Version 3.0.1 - August 2025
    • New in this release:
      • Interaction Controls Component support for Global call list
        • Global call list for managing one or more calls when user moves away from the Interaction tab.
        • Phone directory in the Global Call Component allowing outbound dialing. Directory contains queues, agents, and external numbers stored in CCaaS.
        • "Open interaction" link in the global call list allows quick access to Interaction records.
      • Interaction Controls Component support for callback functionality.
        • List of callback numbers agents can choose to dial back the customers.
        • Dial customer action allows callback to the customer.
        • Close callback action enables agents to wrap up callback requests.
        • Retry call action helps agents retry dialing the customer if the customer does not answer the phone call.
        • Countdown timer indicates to agents that begin and end of callback happens automatically.
    Version 2.2.0 - May 2025
    • New in this release:
      • A new tab on the Transfer UI for External (Transfer) when user invokes the transfer feature from an active call.
      • The ability to transfer to a phone number directly when there is no match in the destination type (queue, agent, or external).
      • A new system property (icc_search_limit) to set the number of records returned in the target list for transfer. The default minimum value is 10 and the maximum value is 25.
    Version 1.0.3 - March 2025
    Fix in this release: Internal fix for UX standard naming convention.
    Version 1.0.0 - February 2025
    The Interaction Controls Component is a framework that enables a Contact Center Platform to integrate with the ServiceNow Configurable Workspace. This framework provides a set of native voice call controls.