Interaction Control Component release notes

  • Release version: Store
  • Updated August 6, 2026
  • 4 minutes to read
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    Summary of Interaction Control Component Release Notes

    The Interaction Control Component (ICC) is a framework designed to integrate Contact Center Platforms with the ServiceNow Configurable Workspace, providing native voice call controls and enhancing call management within ServiceNow. This component supports features such as call handling, wrap-up, transfer, callback, and supervisor monitoring, improving agent efficiency and customer service operations.

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    Key Features and Enhancements

    • Call Handling and Wrap-Up: Agent-initiated call wrap-up allows agents to submit wrap-up codes and summary notes during active calls, streamlining post-call documentation.
    • Supervisor Capabilities: Supervisors can request help, monitor, coach, and barge-in on active calls in real time, with enhanced call management available in ICC listing views and global call lists.
    • Transfer and Directory Improvements: Real-time agent status and call handling data are displayed in transfer and phone directory target lists. External transfers and direct phone number transfers are supported, with configurable limits on search results.
    • Callback Functionality: Agents can manage callbacks with options to dial back customers, close callback requests, retry calls, and view countdown timers for automatic callback start/end.
    • Accessibility Enhancements: Numerous fixes have improved role definitions, screen reader support, semantic labeling, and ARIA compliance to ensure accessibility for all users, including specialist call handling modes.
    • User Interface Updates: Improved keypad and phone directory interfaces, including automatic clearing of phone number fields after calls and refined keyboard interactions such as Enter key dialing.
    • Event Tracking and Analytics: When enabled, agent interactions with voice controls are captured as event metrics available in Usage Insights under Platform Analytics, supporting performance monitoring.
    • Global Call List Support: Enables management of multiple calls outside the Interaction tab, with directory access and quick interaction record retrieval.

    Important Fixes

    • Restored agent status payload functionality in Now Voice for Customer Service.
    • Corrected heading hierarchies and semantic structures to improve usability and accessibility.
    • Fixed issues with outbound call initiation to ensure caller phone number fields are properly populated.
    • Resolved problems with event publishing when clearing outbound queue selections.
    • Ensured phone directory call buttons and phone number fields function consistently and intuitively.

    Practical Benefits for ServiceNow Customers

    By implementing the Interaction Control Component, customers can expect a more integrated and accessible contact center experience within ServiceNow. Agents gain streamlined call controls and wrap-up processes, supervisors receive enhanced real-time call oversight tools, and the overall user experience benefits from accessibility improvements and interface refinements. Event tracking and analytics further empower organizations to monitor call center performance comprehensively.

    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 4.7.3 - August 2026 (Australia)
    • Fixed:
      • The following accessibility issues have been resolved in this release:
        • Corrected role definitions, role associations, and semantic labels for interactive elements
        • Improved screen reader announcements and accessibility support across the component
        • Fixed 'More Actions' menu to properly expose semantic structure to assistive technologies
        • Enhanced accessibility support for specialist call handling modes
        • Improved close button behavior and corrected heading structure
    Version 3.2.7 - August 2026 (Zurich)
    Fixed: Restored agent status payload functionality in Now Voice for Customer Service.
    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.