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This page shows the products and features currently planned for the 24.4 release cycle, which begins on 15 October 2024 and ends when the next release begins, which is currently targeted for 30 January 2025. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle. Remember that you may be required to purchase a license or sign up for a controlled release (CR) program to access some of them.
| Customer Request | The feature was developed by customer request. |
| UI Change | The feature introduces changes to the user interface (UI). |
| Breaking Change | For API features only. If your integration uses the specified API, you must update your integration to avoid disruptions. |
| Impacted Versions | For API features only. The versions of the API that were changed. |
| Availability | This cell tells you two things about the feature:
|
The following sections or pages have experienced a URL change. If you have links or bookmarks to these areas, you will need to update them.
The Bot Builder online help has been expanded with all-new content. It now features:
The ACD > GUIDE > Engagement Rules and ACD > GUIDE > Engagement Actions legacy pages are no longer available. You must create Guide engagement rules using the Applications > Guide > Rules page.
For more details, select the CXone Guide filter on the top right.
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On toggle |
CXone Agent for ACS is a single-pane-of-glass solution that uses Microsoft Azure Communication Services (ACS) as the voice path to tightly integrate Contact Center with Microsoft Teams. ACS uses the same platform as Microsoft Teams. Agents are now able to log in to CXone Agent using their Microsoft Teams email ID. Once logged in, agents can make and receive voice calls with call controls in CXone Agent.
You must configure the integration between CXone Agent and your ACS. To do so, enter the following information in Contact Center:
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
Previously, Integration Hub was in controlled release in Europe and the United States. In this release, it is generally available in those same regions.
Integration Hub lets you manage the integration of Contact Center with third-party authentication and web services in one secure location. Web services can include applications, platforms, and systems.
You can also use Integration Hub to work with REST API calls in Contact Center. This enables you to:
Most integration methods require you to build a new connection each time you want to use the third-party tool or service. Integration Hub lets you build one connection per application or service and then use that connection in multiple places, saving you time.
Customers who have been using Integration Hub in controlled release will notice new features. For more details, select the Integration Hub filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Previously, Interactions Hub was in controlled release. In this release, it is generally available.
CXone Interactions Hub provides a centralized application that simplifies contact center compliance and risk management. It uses analytics and automated workflows to identify and mitigate compliance risks.
This application secures adherence to evolving regulatory standards and enhances customer experience. It does this by unifying interactions across audio and digital channels into one seamless solution. Interactions Hub supports native and migrated calls.
The Risk Detection board in the Interactions Hub proactively scans the Contact Center environment, identifying PCI risks. These risks are shown on the dashboard, allowing you to start deleting interactions immediately or to create a Deletion policy that includes the identified interactions.
By creating policies in the Interactions Hub, you can gain control over your contact center compliance management. You configure data policies to automatically deal with known risks or those flagged by Interactions Hub in the Risk Detection board.
Whether it’s compliance adherence or internal guidelines, Interactions Hub will ensure consistent and efficient risk mitigation.
Customers who have been using Interactions Hub in controlled release will notice new features. For more details, select the Interactions Hub filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Previously, Enlighten Copilot for Supervisors was in controlled release. In this release, it is generally available.
Enlighten Copilot for Supervisors provides you with AI-driven insights and context into real-time issues. It helps you prioritize tasks, guide data-driven decisions, and generate real-time interaction summaries. Copilot empowers you to boost agent performance and improve customer satisfaction.
Key features include Urgent Assist and Negative Sentiment alerts for immediate notification of critical issues as they unfold. It offers insights for negative sentiment alerts with ongoing call summaries and reasons for negative sentiment. This is supported for both voice and digital contacts. Copilot allows you to ask a question about your data in a conversational manner and provides visibility into the agent’s productivity and effectiveness. Settings are available under the Settings page to customize key configurations of Enlighten Copilot for Supervisors.
Customers who have been using Enlighten Copilot for Supervisors in controlled release will notice new features. For more details, select the Enlighten Copilot for Supervisors filter on the top right.
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On toggle |
GenAI Prompt Editor enables you to customize and manage generative AI prompts for Enlighten AI services. In this initial release, GenAI Prompt Editor is available only for the final summary generated by Enlighten Copilot for Agents.
GenAI Prompt Editor lets you:
GenAI Prompt Editor lets you adapt your generative AI use cases to your unique business needs, enhancing the flexibility and efficiency of your AI services.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Priority-based blending routes the interaction with the highest priority to the available agent, regardless of which channel it comes from. Previously, priority-based blending included inbound voice, legacy Contact Center digital, and Personal Connection interactions. In this release, Digital Experience channels are also included in priority-based blending. This change creates a more complete priority-based blending experience.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On toggle |
Previously, the ability to use more than one routing attribute at the same time was in controlled release in the United States and Australia. In this release, it has become generally available in the United States, Australia, and Europe.
A routing attribute lets you narrow the pool of agents assigned to the ACD skill who are eligible to receive an interaction. For example, you could require that the agent has a certain license or certification. Multiple routing attributes let you further narrow the pool of eligible agents. For example, you could specify that an agent with the correct skill must also have a certain license and be able to speak a certain language to be eligible to receive the interaction. This gives you more control over which agents an interaction can route to without creating a lot of ACD skills.
To set up multiple routing attributes, you need to apply attributes to your agent user profiles. You then use Studio scripts to route interactions to agents based on the ACD skill and the chosen attributes. To avoid narrowing your agent pool so far that interactions become stuck in queue with no matching agents, it is best to use no more than five routing attributes per routing action.
You must have dynamic delivery enabled for your system to use multiple routing attributes.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Previously, you could use the Privacy page to request the erasure of certain contact data, like phone numbers and email addresses, to meet data protection regulations like GDPR. In this release, you can use the same process to request the erasure of Contact Center user profiles. This enhances your ability to meet data protection requirements.
Only inactive users are available for an erasure request. Once the erasure request has been successfully executed, the user is removed from the Employees page. The anonymized user is still visible on other pages, including Teams; however, the identity of the user is not recoverable.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
SCIM is a protocol that allows you to securely create a user in Contact Center from a supported identity provider. With SCIM integration, you can use SCIM v2-compliant applications, such as Okta, to create, update, and deactivate Contact Center users. The CXone SCIM client includes improvements:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Previously, employees remained active in Contact Center unless you manually deactivated them. In this release, employee accounts are automatically locked when they've been inactive for a predetermined amount of time. You can turn this feature off as needed.
You can choose the number of days of inactivity that will trigger the inactivity lock. You can do this at the tenant or user level:
Automatically locking inactive users leaves fewer windows of opportunity for attackers to breach your Contact Center system.
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On toggle |
Previously, users could unlock their own accounts by clicking the Forgot your password? link on the Contact Center login page. You could not unlock user accounts for other users. In this release, you can unlock user accounts for them, whether their password was locked due to too many failed login attempts or their account was locked due to inactivity.
You can do this from the employee profile table or in a new Admin > Security > Locked Employees page. To unlock a user, you must click the actions icon in the user's row and select Unlock User. To unlock a password, you must click the actions icon in the user's row and select Unlock Password.
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On toggle |
The Global View enforces data accessibility for users of Enlighten Actions and Enlighten Copilot for Supervisors. Data access is securely managed, allowing users to view only the relevant information. Users do not receive restricted data in response to their queries, ensuring that all information provided is appropriate for their access level.
The Global View is created based on teams and skills, and users can request data using natural language prompts. The view is assigned in the same manner as other views currently are. If no Global View is assigned, data access remains unrestricted.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You can now use the CXone Agent progressive web app (PWA) on iPhone devices running iOS 16 or iOS 17. This has been tested on these devices:
You should not use the CXone Agent WebRTC Extension on iOS devices.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Agents can use WebHID-compliant Jabra headsets for the following basic voice controls:
This enables them to work away from their desks, increasing productivity. Agents can add and select their Jabra headset in the new Jabra Call Control section in Settings > Voice Preferences.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents can now delete the content of inbound and outbound messages. They can also delete the name of the author of inbound messages. Like masking a call, this allows them to hide sensitive information, such as account numbers and personal ID numbers. For chat, message content and author names are deleted for both the agent and the contact. For all other channels, content and author names are only deleted on the agent's side.
This feature is supported for all digital channels.
You can enable this functionality for agents in their Digital Experience role.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
When agents click Options > Reply next to specific messages, their reply quotes the original message. This allows agents to reference specific topics in conversations.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
These status icons now display next to agents' messages:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents can now record and send audio messages. They can also receive and listen to audio messages using an inline audio player.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Previously, agents could not edit the additional fields in the Outcomes window if the Status had been set to Closed. Those additional fields include Disposition, Notes, and Tags. In this release, agents can edit those fields for any interaction assigned to them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Previously, this feature was in controlled release. In this release, it is generally available.
Agents can now elevate an interaction from one channel to another. This allows them to select the best channel for handling the contact. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. Agents can elevate:
This makes interactions seamless. It also simplifies reporting. The entire interaction is connected to one interaction ID. There are individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, the changes agents make to their CXone Agent settings in the Settings app are stored in their browser. When agents clear their browser's cache and cookies, those settings are reset. In this release, they will be stored in the NICE CXone servers. When agents clear their cache and cookies, their settings will remain as configured.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
If the agent's primary audio device fails, CXone Agent will switch to the next available audio device. This will ensure continuous audio for agents.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Previously, the changes agents made to their CXone Agent settings in the Settings app were stored in their browser. When agents cleared their browser's cache and cookies, those settings were reset. In this release, they are stored in the NICE CXone servers. When agents clear their cache and cookies, their settings remain as configured.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Agents can choose how the Enter key on their keyboard behaves when they're writing messages. They can choose from these options:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents can select their location when they log in to CXone Agent. A drop-down list of locations appears in the Voice Preferences window. You can configure the locations in this list in Admin > Locations > Location Definitions. Your Contact Center Account Representative must enable this for your system.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The following changes have been made to the CRM integration experience for CXone Agent:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Previously, click-to-dial did not recognize special characters or leading zeroes in phone numbers. In this release, it recognizes special characters, such as slashes and pound signs, in phone numbers. It also recognizes leading zeroes, such as those in United Kingdom phone numbers.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes have been made to the CXone Agent user interface:
This makes it easier to distinguish between those icons.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Real-Time Interaction Guidance is now supported in CXone Agent.
For more details, select the Agent Assist Hub filter on the top right.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Previously, when agents selected All in the drop-down in the Directory and searched full names in standard address books, no results appeared. In this release, the Directory displays those results.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Previously, the CXA SDK was available in a controlled release. To use the SDK, you needed to work with your Contact Center Account Representative. In this release, the SDK is generally available. Your developers can get the SDK on demand at npmjs.com. This lets integrators use the SDK and access the SDK documentation at will.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The SDK now includes UI components. This gives your developers a starting point for your own app and minimizes the amount of effort needed to develop a front end. These components are showcased in the sample front-end application. The sample app is in the SDK repository.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On deploy |
Real-Time Interaction Guidance (RTIG) is now supported in CXone Agent, CXone Agent Embedded, CXone Agent for Microsoft Teams, and CXone Agent Integrated.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You can screen pop Visualforce pages to agents using CXone Agent Embedded for Salesforce (CXone Agent for Salesforce). The Visualforce page appears to agents when an interaction is assigned to them. You configure this in your Studio script using a POPURL action.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You can screen pop Salesforce Flows to agents using CXone Agent for Salesforce. The Flow appears to agents when an interaction is assigned to them. You configure this in your Studio script using a SNIPPET action and a CUSTOMEVENT action.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You can screen pop Salesforce search pages to agents using CXone Agent for Salesforce. The search page appears to agents when an interaction is assigned to them. You configure this in your Studio script using a SNIPPET action and a CUSTOMEVENT action. In the SNIPPET code, you set the search string for the search page.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Previously, context switching was one-way and not automatic. Agents had to click a link to a Salesforce record to open it as a screen pop in Salesforce. In this release, context switching is bi-directional and automatic. When agents open an interaction in CXone Agent for Salesforce, the record associated with that interaction opens in Salesforce. Likewise, when agents open a record in Salesforce, the interaction associated with that record opens in CXone Agent for Salesforce. This works for both voice and digital interactions.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Previously, when setting up CXone Agent Embedded in Microsoft Dynamics Channel Integration Framework (CIF) v2.0, you could only specify one session template. In this release, you can specify two session templates. This is done in the Custom Parameters of the channel provider. The two session templates are:
You can configure the tabs that appear in Microsoft Dynamics for each session template.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agents can now delete the content of inbound and outbound messages. They can also delete the name of the author of inbound messages. Like masking a call, this allows them to hide sensitive information, such as account numbers and personal ID numbers. For chat, message content and author names are deleted for both the agent and the contact. For all other channels, content and author names are only deleted on the agent's side.
This feature is supported for all digital channels.
You can enable this functionality for agents in their Digital Experience role.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
When agents click Options > Reply next to specific messages, their reply quotes the original message. This allows agents to reference specific topics in conversations.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
These status icons now display next to agents' messages:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents can now record and send audio messages. They can also receive and listen to audio messages using an inline audio player.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Previously, agents could not edit the additional fields in the Outcomes window if the Status had been set to Closed. Those additional fields include Disposition, Notes, and Tags. In this release, agents can edit those fields for any interaction assigned to them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Previously, this feature was in controlled release. In this release, it is generally available.
Agents can now elevate an interaction from one channel to another. This allows them to select the best channel for handling the contact. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. Agents can elevate:
This makes interactions seamless. It also simplifies reporting. The entire interaction is connected to one interaction ID. There are individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Previously, the changes agents made to their CXone Agent Embedded settings in the Settings app were stored in their browser. When agents cleared their browser's cache and cookies, those settings were reset. In this release, they are stored in the NICE CXone servers. When agents clear their cache and cookies, their settings remain as configured.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Agents can choose how the Enter key on their keyboard behaves when they're writing messages. They can choose from these options:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents can select their location when they log in to CXone Agent Embedded. A drop-down list of locations appears in the Voice Preferences window. You can configure the locations in this list in Admin > Locations > Location Definitions. Your Contact Center Account Representative must enable this for your system.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
The following changes have been made to the CRM integration experience for CXone Agent Embedded:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Previously, click-to-dial did not recognize special characters or leading zeroes in phone numbers. In this release, it recognizes special characters, such as slashes and pound signs, in phone numbers. It also recognizes leading zeroes, such as those in United Kingdom phone numbers.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes have been made to the CXone Agent Embedded user interface:
This makes it easier to distinguish between those icons.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Real-Time Interaction Guidance is now supported in CXone Agent Embedded.
For more details, select the Agent Assist Hub filter on the top right
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Previously, when agents selected All in the drop-down in the Directory and searched full names in standard address books, no results appeared. In this release, the Directory displays those results.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Agents can now delete the content of inbound and outbound messages. They can also delete the name of the author of inbound messages. Like masking a call, this allows them to hide sensitive information, such as account numbers and personal ID numbers. For chat, message content and author names are deleted for both the agent and the contact. For all other channels, content and author names are only deleted on the agent's side.
This feature is supported for all digital channels.
You can enable this functionality for agents in their Digital Experience role.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
When agents click Options > Reply next to specific messages, their reply quotes the original message. This allows agents to reference specific topics in conversations.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
These status icons now display next to agents' messages:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents can now record and send audio messages. They can also receive and listen to audio messages using an inline audio player.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Previously, agents could not edit the additional fields in the Outcomes window if the Status had been set to Closed. Those additional fields include Disposition, Notes, and Tags. In this release, agents can edit those fields for any interaction assigned to them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Previously, this feature was in controlled release. In this release, it is generally available.
Agents can now elevate an interaction from one channel to another. This allows them to select the best channel for handling the contact. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. Agents can elevate:
This makes interactions seamless. It also simplifies reporting. The entire interaction is connected to one interaction ID. There are individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Previously, the changes agents made to their CXone Agent for Microsoft Teams settings in the Settings app were stored in their browser. When agents cleared their browser's cache and cookies, those settings were reset. In this release, they are stored in the NICE CXone servers. When agents clear their cache and cookies, their settings remain as configured.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Agents can choose how the Enter key on their keyboard behaves when they're writing messages. They can choose from these options:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents can select their location when they log in to CXone Agent for Microsoft Teams. A drop-down list of locations appears in the Voice Preferences window. You can configure the locations in this list in Admin > Locations > Location Definitions. Your Contact Center Account Representative must enable this for your system.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
The following changes have been made to the CRM integration experience for CXone Agent for Microsoft Teams:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Previously, click-to-dial did not recognize special characters or leading zeroes in phone numbers. In this release, it recognizes special characters, such as slashes and pound signs, in phone numbers. It also recognizes leading zeroes, such as those in United Kingdom phone numbers.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes have been made to the CXone Agent for Microsoft Teams user interface:
This makes it easier to distinguish between those icons.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Real-Time Interaction Guidance is now supported in CXone Agent for Microsoft Teams.
For more details, select the Agent Assist Hub filter on the top right.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Previously, when agents selected All in the drop-down in the Directory and searched full names in standard address books, no results appeared. In this release, the Directory displays those results.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Agents can now delete the content of inbound and outbound messages. They can also delete the name of the author of inbound messages. Like masking a call, this allows them to hide sensitive information, such as account numbers and personal ID numbers. For chat, message content and author names are deleted for both the agent and the contact. For all other channels, content and author names are only deleted on the agent's side.
This feature is supported for all digital channels.
You can enable this functionality for agents in their Digital Experience role.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
When agents click Options > Reply next to specific messages, their reply quotes the original message. This allows agents to reference specific topics in conversations.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
These status icons now display next to agents' messages:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents can now record and send audio messages. They can also receive and listen to audio messages using an inline audio player.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Previously, agents could not edit the additional fields in the Outcomes window if the Status had been set to Closed. Those additional fields include Disposition, Notes, and Tags. In this release, agents can edit those fields for any interaction assigned to them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Previously, this feature was in controlled release. In this release, it is generally available.
Agents can now elevate an interaction from one channel to another. This allows them to select the best channel for handling the contact. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. Agents can elevate:
This makes interactions seamless. It also simplifies reporting. The entire interaction is connected to one interaction ID. There are individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Previously, the changes agents made to their CXone Agent Integrated settings in the Settings app were stored in their browser. When agents cleared their browser's cache and cookies, those settings were reset. In this release, they are stored in the NICE CXone servers. When agents clear their cache and cookies, their settings remain as configured.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Agents can choose how the Enter key on their keyboard behaves when they're writing messages. They can choose from these options:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents can select their location when they log in to CXone Agent Integrated. A drop-down list of locations appears in the Voice Preferences window. You can configure the locations in this list in Admin > Locations > Location Definitions. Your Contact Center Account Representative must enable this for your system.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
The following changes have been made to the CRM integration experience for CXone Agent Integrated:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Previously, click-to-dial did not recognize special characters or leading zeroes in phone numbers. In this release, it recognizes special characters, such as slashes and pound signs, in phone numbers. It also recognizes leading zeroes, such as those in United Kingdom phone numbers.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes have been made to the CXone Agent Integrated user interface:
This makes it easier to distinguish between those icons.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Real-Time Interaction Guidance is now supported in CXone Agent Integrated.
For more details, select the Agent Assist Hub filter on the top right.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Previously, when agents selected All in the drop-down in the Directory and searched full names in standard address books, no results appeared. In this release, the Directory displays those results.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Previously, the SCIM APIs supported OAuth authentication with Contact Center. In this release, a new set of SCIM APIs support basic authentication. These allow you to use an encoded access key ID and secret for authentication that integrates with an external identity provider. You can generate the access key credentials in your API user account in Contact Center. These new APIs provide you with an additional option for integrating Contact Center with an external identity provider.
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 (New) | Availability | GA On deploy |
You can return two new fields with the SCIM APIs: user and role. This gives you access to the SCIM user's assigned role, team, and login authenticator.
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V2 (Current) | Availability | GA On deploy |
You can create data erasure requests via API. This can help you comply with GDPR privacy regulations. The new API is documented in the Multi-ACD category on the developer portal.
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 (New) | Availability | GA On deploy |
If you have CXone Multi-ACD set up with CXone Recording, a new API lets you start, stop, and disallow recording. The API has three endpoints that let you:
This API lets you manage recording capabilities and adhere to privacy requirements like GDPR. It is documented in the Multi-ACD category on the developer portal.
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 (New) | Availability | GA On deploy |
Digital Experience employs throttling to manage messaging traffic and avoid congestion. This means that if Contact Center approaches its capacity, it reduces the speed of digital messaging to maintain the health of the system. However, the limits are generous and allow for thousands of messages and events to occur before nearing capacity, so reduced performance is unlikely.
| Customer Request | ✖ | UI Change | ✓ | Breaking Change | ✖ | Impacted Versions | V3 | Availability | GA On deploy |
A new Boolean parameter for digital messages, isReplyToSpecificMessage, indicates whether a message is a response to another specific message. The following messages APIs can accept this parameter:
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V3 | Availability | GA On deploy |
Previously, voicemail message timestamps in CXone Attendant displayed in the business unit time zone with no option to adjust the setting to reflect the user's local time zone.
In this release, you can adjust the voicemail message timestamps so that each user sees them in the time zone configured for their Contact Center user profile. This makes it easier for you and your agents to find voicemails according to the time they were received.
To make this change, you must have administrator permissions in CXone Attendant.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Bot Builder now has a new tool called the flow designer. The flow designer has a drag-and-drop interface that you can use to build a visual representation of a conversation between your bot and contacts. This makes it easier and more intuitive to design complex conversations.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
The CryptoJS library has been added to the Bot Builder scripting feature. You can use hashing functions in authentication requests made in your JavaScript scripts. This allows you to use API calls that require hashing authentication.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Inactive bots are now automatically deactivated. Bots are considered inactive when they have not engaged in conversation in the past 30 days. This helps your organization optimize costs in your Contact Center system.
Deactivated bots have a status message on the main page of Bot Builder that indicates they have been deactivated. You can reactivate them by going into the bot's settings and clicking Reactivate Bot.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Coaching packages and plans are now read-only after the 24.4 release. You can now see only existing coaching packages and plans data. You can't create new coaching packages and plans. You can use the CXone Coaching application to create coaching sessions.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
In this release, CXone Dashboard introduces new widgets and a feature specially designed for CXone PM. Two of these are Gamification widgets. Currently, CXone PM is in controlled release.
These widgets and this feature require a CXone PM license.
These awards serve as performance-based incentives for agents.
This widget requires a CXone PM license. It shows the distribution of all dispositions assigned to your contacts, helping you understand how they are managed. You can view your data in a table, chart, or both. The widget displays data from ACD and Digital Experience and differentiates between them, providing a more detailed and comprehensive view of your data.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You can access your last configured projection more easily and efficiently. When you click the projection icon, your last configured dashboard opens automatically. If you haven’t previously selected any dashboards for projection, the settings menu will display. If you have, the projection will start based on your last saved settings.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You can view the trends of selected metrics in the KPI Trend Widget. The information is broken down by dimensions (like Skills or Teams) or attributes (like Device Type or Engagement Rule).
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
There are a number of improvements:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The following are updates made to the CXone developer portal during the 24.3 and 24.4 deployment periods:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Safe Select is an all-in-one campaign management tool. It simplifies compliance around campaigns sent through voice, SMS, and email channels. The process of agents approving each communication also determines the order of records. This is useful for meeting TCPA requirements in certain jurisdictions. Other key features of Safe Select are:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
C3 Payments is a PCI-compliant payment tool. It offers a system of workflows for contacts to make a one-time secure payment. These workflows can be initiated by an agent and also be used in agentless interactions. They keep the agent out of the PCI scope, which ensures compliance for your business and security for your contacts. Other key features of C3 Payments are:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Surfly Standalone Video Chat
Previously, Surfly only offered video chat in combination with co-browsing. In this release, Surfly offers video chat as a standalone product. If you don't need co-browsing, you can still let agents add video to any interaction.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
SMS Expansion
Textel's core SMS product received the following enhancements:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Capacity's virtual agent now integrates with the CXone Virtual Agent Hub. This makes it available for all digital channels and the voice channel. The virtual agent also supports a helpdesk bot for your agents. This empowers your agents with an AI assistant that opens in their agent application. The helpdesk provides agents access to important information as they handle contacts.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
A new Studio action called TYPING INDICATOR allows you to display a visual indicator that the sender is typing.
For more details, select the Studio filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Digital Experience employs throttling to manage messaging traffic and avoid congestion. This means that if Contact Center approaches its capacity, it reduces the speed of digital messaging to maintain the health of the system. However, the limits are generous, so reduced performance is unlikely.
In this release, the Digital Experience platform supports the following throttling limits for services and system operations:
Digital Experience supports the following throttling limits for events and data updates:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Digital Experience enables early workflow loop detection. This allows Contact Center to identify if a workflow automation (WFA) job is currently running. If a workflow is already running, it stops the same action from executing again. For example, Workflow A changes the case status to Closed for resolved interactions, but Workflow B has a Before case closed trigger that sends a satisfaction survey and changes the case status from Closed back to Resolved. This creates a loop in which both workflow automations keep running. Improving loop detection helps avoid this problem and makes WFA more efficient. Loop detection also catches exceptions where workflows intentionally execute multiple times or create a cycle of actions. These exceptions are allowed to execute.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Previously, you received an error message if you tried to recreate a custom field that had been deleted. In this release, you can view and restore deleted custom fields for cases and customer cards. These include any historical data associated with the custom field. This is helpful for cases in which applications expect a specific custom field name.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Priority-based blending routes the interaction with the highest priority to the available agent, regardless of which channel it comes from. Previously, priority-based blending included inbound voice, legacy Contact Center digital, and Personal Connection interactions. In this release, Digital Experience channels are also included in priority-based blending. This change creates a more complete priority-based blending experience.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On toggle |
CXone email, digital SMS, digital chat (live and asynchronous), and Bring Your Own Channel (BYOC) is available in the Seoul, South Korea region and the Australia region.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Contact Center supports several messaging and social channels that depend on third-party vendors such as WhatsApp, Google, Apple, and so on. Support for digital messaging platforms is becoming available in the Seoul, South Korea region. Additional channels are available for UAE and FedRAMP Moderate customers in North America. This regional expansion is dependent on other third-party vendors. So, the timeline of availability is subject to change.
Support for the following messaging platforms is available in the UAE:
Support for the following messaging platforms is available for FedRAMP Moderate customers:
Other digital channels can be made available based on the needs of users in each region.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Previously, you could only include text in the title of a WhatsApp message template. In this release, WhatsApp message templates support images, videos, and documents as well. You must create and manage message templates directly in the WhatsApp Business Manager. If you add multimedia to a message template, it is always included until you edit it again in the WhatsApp Business Manager. This capability is only available for Bot Builder, APIs, and MAX. It is not available in CXone Agent in this release but will be in the future.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The following UI changes and capabilities are added to WhatsApp channels:
This update is only available for WhatsApp in this release, but these capabilities will be supported for other channels in the future. These UI changes are only available in CXone Agent, not MAX.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Contact Center supports the in-reply-to email header to improve the clarity of email threads. This ensures that all replies to an email from agents as well as other copied recipients are associated with the original email message. The original email message and subsequent replies appear in order as a thread in the same case in the agent's digital inbox. This provides a more complete picture of the conversation between an agent and all email recipients.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
More updates have been made to the recently redesigned chat window. The chat window UI now matches the appearance and functionality of Guide and other existing chat options. The appearance of existing rich messaging content is updated to align with the updated chat design. This provides a more seamless experience when chatting with contacts. Design changes have been made to rich content, including:
These updates are available to users providing digital chat through CXone Guide. If you are an existing customer using chat through Digital Experience and want to access these design updates, contact your Contact Center Account Representative.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
Enhancements have been made to the UI of the chat window to be friendlier to screen readers. This provides a more inclusive online experience and makes digital content and services more accessible to users with visual impairments. These improvements include the following updates:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The current mobile SDK version is now 2.2.
The mobile SDK received several technical changes. A full list of changes is available in the changelog, which is in the SDK repository. The following are highlights of the changes:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
With this feature, you can expand your data conversation capabilities to additional datasets through:
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
With this feature, you can know whether there were any anomalies in key metrics and you can access:
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Knowledge Generator is enhanced with several new features:
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Enlighten Actions supports Brazilian Portuguese. With this update, you can do the following in Brazilian Portuguese:
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You can compare your contact center metrics against industry benchmarks. The following metrics are included:
This feature provides valuable insights to measure your performance relative to industry standards.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
With this update, you can gain comprehensive insights into the Knowledge Base and Agent Queries performance.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You can authenticate contacts in real time as they speak with Enlighten Autopilot. First, the contact creates a personal voiceprint, which is like their password. Then, when speaking with Autopilot, if their speech pattern matches the personal voiceprint, they are automatically authenticated. This type of authentication happens during normal conversation. As the contact begins speaking with Autopilot, they automatically pass or fail. This lets the contact skip an authentication step, improving the interaction flow and efficiency. This feature supports English, French, and German.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On deploy |
You can integrate CXone Expert or any third-party knowledge base (KB) with Autopilot. This lets Autopilot access KB articles, images, and links to share them with contacts. This integration helps Autopilot offer more comprehensive and helpful information to contacts.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
Enlighten Autopilot can use adaptive cards in text-based interactions. Adaptive cards are interactive messages that include elements like buttons, lists, and input fields. They help engage contacts in the conversation and allow you to display information or options in a more appealing manner. Work with your Contact Center Account Representative to set up adaptive cards for Autopilot.
| Customer Request | ✖ | UI Change | ✖ | Availability | CR On toggle |
The Amelia bot recently updated to version 6.5. Autopilot now uses v6.5. This provides enhancements like updated language packs and expressions, premium Google voices, and updates to the Conversation Report.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Enlighten Autopilot is available for FedRAMP (moderate) systems in the United States.
| Customer Request | ✖ | UI Change | ✖ | Availability | CR On toggle |
Previously, you could restrict access to knowledge based on the role and permissions of the person using your bot. In this release, you can also restrict access according to the following settings applied to pages in CXone Expert: page privacy, page paths, or page tags. Additionally, you can configure a user name for the bot. The permissions assigned to that user will limit the knowledge the bot can access.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
AutoSummary is available for all interactions that occur on digital messaging channels, including CXone email. In this release, summaries of what occurred during the entire conversation are included in agent notes after the case status is marked Closed or Resolved. Legacy ACD chat, SMS, and email do not support AutoSummary.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Enlighten AutoSummary supports summaries in Brazilian Portuguese. Summaries in Portuguese are only available via the Generative AI mode. You do not have the option to include sentiment details or resolution status in these summaries like you can for summaries in English.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Previously, the Intent Builder in Enlighten AutoSummary focused on intents. In this release, Intent Builder has moved to Ontology Studio, which manages both intents and actions. The new Ontology Studio allows you to visualize the intents and actions on three levels. For each intent or action, you can see snippet examples that help you understand when to select them. This enables analysts or administrators to choose the right model for the business, publish it, and start using it.
To use this feature, you need an Interaction Analytics Basic license and AutoSummary, or either an Analytics Advanced or Analytics Premium license. If you have questions, contact your Contact Center Account Representative for more information.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Enlighten AutoSummary is improving the following elements to enhance the accuracy of summaries:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agents can now provide feedback to Enlighten Copilot for Agents through:
For calls, the Feedback Detail card appears to agents when the call ends. It disappears when the agent assigns it a disposition. For digital interactions, the Feedback Detail card appears to agents after they select a Status of Resolved or Closed. It disappears when the agent clicks Save in the Outcomes window for a Status of Closed.
View a list of supported channels
In a future release, you will be able to view this feedback in a report and use it to improve Copilot for Agents.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Previously, when an agent inserted a step from process steps, the step's body of text appeared on the same line as its title. In this release, it appears on a new line. This improves the readability of process steps.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You can now use CXone Expert tags to filter KB answers. You can configure this in your Studio script. You can configure two kinds of tag lists:
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The following enhancements have been made to the Copilot for Agents email experience:
You can enable this in the new Custom Selections setting in the Copilot for Agents profile.
You can enable these options in the new Copilot Email Editing Options setting in the profile.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
GenAI Prompt Editor lets you customize and manage generative AI prompts for the final summary generated by Enlighten Copilot for Agents.
For more details, select the New Applications filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
In addition to existing features that were introduced during the controlled release, this release introduces a new Insights Workspace page. It features AI-driven insights and productivity metrics to help supervisors make better strategic decisions. This release focuses on insights for monitoring frequencies and intervention impacts.
Monitoring Frequency provides data on monitoring activities. It helps quantify the supervisor’s sessions and compare them with peers.
Intervention Impact tracks sentiment changes after the supervisor’s interventions (coach and join). This helps assess the effectiveness of the supervisor’s assistance in improving agent performance.
Insights are shown in both graphical and tabular formats.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Documentation about the CXone Expert generative AI tools guides you to do the following:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The Expert Kernels report gives you insight into usage, queries, and content adequacy. This can help you identify content gaps and assess content readiness for AI and LLM applications.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new method of cross-platform authorization works with OIDC configurations to provide faster authentication. This allows Enlighten Copilot to work seamlessly. Receiving JWT ID tokens from Enlighten Copilot enables IdP users to authenticate in one API call without having to authenticate with CXone Expert prior to making kernel requests.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This report lets you view the number of translated pages on your site in a chosen date range. This can help you assess usage and overages to stay within budgeted limits and to make decisions about localization and translation. It can answer questions like how many languages users translate into, which languages are popular, and which pages are translated most often.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Previously, the import/export tool let you export content from a primary CXone Expert site and import it into a destination CXone Expert site to provide a localized or branded knowledge experience.
In this release, more granular site resource selections for export outputs prevent resource overwriting during import. This provides the following benefits:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Previously, when you defined Guide branding, you set a primary theme color and a primary font color. In this release, you can:
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
Previously, when Guide evaluated which rules to offer your website visitors, the rule conditions were either static (evaluated on page refresh) or dynamic (evaluated when the page is interacted with). In this release, some conditions are evaluated every minute. These conditions are:
Additionally, the following conditions are evaluated differently than in past releases:
If you have engagement rules that use these conditions, your visitors may notice some change in behavior.
Also, the ACD > GUIDE > Engagement Rules and ACD > GUIDE > Engagement Actions legacy pages are no longer available. You must create Guide engagement rules using the Applications > Guide > Rules page.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Web developers can use event broadcasting to monitor CXone Guide activity on your website. Event broadcasting lets web developers listen for events broadcasted from the Guide widget, such as a template being displayed or an entry point being clicked on. Developers can then pass the event data to third-party systems of record, such as an analytics reporting tool of their choice. Event broadcasting is intended for people responsible for integrating Guide with a website. Experience with front-end web technologies including HTML, CSS, and JavaScript is required.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Connection profiles include a Copy button that you can use to duplicate the connection. You are prompted to give the new connector a unique name and then save it. You can then edit the duplicated connector to adjust its settings.
When you create a copy of an existing connection, the new connection contains the original connection's URL, headers, parameters, body, timeout configuration, variable names, and secret names. The new connection does not contain the original connection's requests, client certificate, keys, passphrases, variable values, or secret values.
Copying connections saves you time when you create new connections that are similar to ones you already have.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A new transformer technology improves the accuracy of transcripts for Dutch. This update does not apply to existing transcripts but improves the quality of future transcripts.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You can view Enlighten intents, actions, and outcomes in the Transcript View of an interaction. When you click an intent, action, or outcome in the left panel, it highlights where this occurred in the interaction transcript. Some Enlighten outcomes may not be available to click and view in the transcript. To view these details, you need an Interaction Analytics Basic license and an AutoSummary license, or an Analytics Advanced or Analytics Premium license. If you have questions, ask your Contact Center Account Representative for more information.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Intent Analysis widget lets you analyze intents by the main analytics metrics and by the interaction outcomes. You can enable Comparison view in the widget settings to compare intents and other data between two different time periods. To use this widget, you need an Interaction Analytics Basic license and an AutoSummary license, or an Analytics Advanced or Analytics Premium license. If you have questions, ask your Contact Center Account Representative for more information.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Intent Trend widget lets you analyze and compare intent trends over time and identify intent spikes. You can configure the widget settings to view anomalies in intent trends. To use this widget, you need an Interaction Analytics Basic license and an AutoSummary license, or an Analytics Advanced or Analytics Premium license. If you have questions, ask your CXone Account Representative for more information.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Previously, you could select an AI model you want to use for AutoSummary post-call interactions through Intent Builder. In this release, you can view specific intents and actions for the AI model you've selected. A new tool called Ontology Studio displays a breakdown of the intents or actions that occur in your interactions. Details include three levels of analysis for intents and actions, snippet and sentence examples from interactions, and the total number of intents or actions. You can apply filters to view and analyze intent and action data by percentages. You can access this feature through the Language Model in Interaction Analytics or directly from Enlighten AutoSummary. To use this feature, you need an AutoSummary and Analytics Essential license or an Analytics Premium license. If you have questions, ask your Contact Center Account Representative for more information.
For more details, select the Enlighten AutoSummary filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The Transcript Store can store transcripts for interactions in multiple languages. It can even store transcripts in languages not supported for analysis in Interaction Analytics. This update is not visible or configurable in CXone but improves the quality of interaction records.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Previously, you could only filter interaction segments by CXone QM categories. In this release, CXone Quality Management supports Interaction Analytics (IA) categories in addition to the existing CXone QM categories. You can filter interactions in the search results table using CXone QM and IA categories.
For more details about CXone QM's support of IA categories, select the CXone Quality Management filter at the top right.
This feature is only available to tenants with the IA and CXone Quality Management Advanced or Premium licenses.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Previously, this feature was in controlled release. In this release, it is generally available.
You can filter interactions by their disposition value.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Previously, you accessed the Interactions search feature from the Interactions entry in the navigation pane. In this release, it is available from the Interactions Hub entry.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Previously, this application was in controlled release. In this release, it is generally available. The features previously in controlled release, including the Risk Detection board, Litigation Hold policy, Litigation Release policy, and Media Deletion policy are also generally available.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Users can set and automate policies to run on a specific schedule. This allows actions like media deletion or litigation hold to happen automatically without manual intervention.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Data Erasure policy allows secure deletion of data to comply with privacy regulations. This ensures that audio and screen recordings, Interaction Analytics transcripts, and Personally Identifiable Information (PII) in metadata are not recoverable after deletion.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Users can create custom widgets that will include CXone Interaction Analytics (IA) categories. Using these custom widgets, users can monitor risks on an ongoing basis and take action based on their organizational needs and requirements.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Support for a new Cisco integration enables call recording for small to medium-sized businesses using Cisco CUCM together with UCCX.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
This feature allows you to record calls made by Mobile/Remote Agents. Mobile Agents, regardless of their physical location, are defined as agents using phones not directly controlled by Unified CC.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Telephony integration capabilities are enhanced with the addition of a new customer Session Border Controller (SBC): Avaya SBCE for Avaya telephony integration.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The configuration process for creating a third-party telephony for Multi-ACD is simplified by reducing unnecessary steps in the Configuration wizard. Interface and device group creation are no longer part of the wizard and can be created separately after the telephony is set up.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Voice recording control APIs allow users to trigger and control the recording of voice and screen on demand.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
CXone Multi-ACD can now handle the recording of large-scale tenants with up to 5,500 concurrent calls and 10,000 active agents, enhancing performance capability.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Support for the latest CUCM version 15 for Cisco integration ensures compatibility with the most up-to-date Cisco telephony and features.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The back-end communication between RingCentral and CXone requires authentication. This validates the communication for security purposes. Previously, this authentication was set up to accept a username and password as valid credentials. In this release, CXone adopted OAuth as the new authentication method. You must work with your Contact Center representative or your own developers to implement OAuth. The existing username/password method will continue to be supported; however, it will eventually be removed. If you have an integration with RingCentral, plan to update the authentication method. Work with your Contact Center Account Representative on a roadmap and deadline.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Partner Adapters are available in the Korea region.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Previously, Integration Hub was in controlled release in Europe and the United States. In this release, it is generally available in those same regions. To enable this feature for customers, you must open the tenant, go to the Applications & Features tab, open the Automation & AI settings, and enable the following:
For more details, select the New Applications filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Previously, the ability to route based on multiple custom agent attributes was in controlled release in Australia and the United States. In this release, it is generally available in Australia, Europe, and the United States. To allow you to enable this feature for customers, a new Multiple Attributes field is available on the Applications & Features tab of a tenant, under ACD Features > Advanced Routing Features.
For more details, select the ACD filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following UI updates have been made to the Agent Integrations section in Tenant Management:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Contact Center Account Representative.
The CXone Performance Management Insights application has been renamed to CXone Performance Management Act, with all existing features and functionalities remaining unchanged.
A Gamification module has been added in the CXone Performance Management Act app. It has the following features:
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
Duplicate Metrics: You can create custom metrics by duplicating existing ones. You can copy an existing metric, including its basic attributes, configuration, and assignment.
Recalculate Metrics: You can recalculate metric values, which is especially useful when metric definitions change or when new data is uploaded.
Calculated Metric Expression Validation: When you create or edit calculated metrics, validation for the mathematical expressions used is provided. This feature enables the use of elements like existing metrics, numbers, operators, functions, and variables in your formula.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
You receive timely system alerts to monitor your objectives' progress. These alerts enable proactive management by letting you know about any major changes or milestones.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
You can use the KPI Trend Widget to visualize your objectives. You can also track performance trends over time, which will help you identify areas that need improvement.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
You can mark a question as critical for a particular section. This fails only the section of the form to which the question belongs, not the entire form. We have added two options to mark as critical: the entire form and the section of a question.
Previously, you could mark a question as critical, which caused the entire form to fail. In this release, you can configure the failure of the entire form or a section of the form to which the question belongs.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Quality Management app now supports IA categories in addition to the existing QM categories. You can see only Unified IA categories in this drop-down.
IA categories enable customized category building using logical operators (OR, AND, and NOT) to find specific words or phrases in interactions tailored to either agent or contact sides. They can include timestamps to identify when words or phrases appear.
The “IA Category Support in Quality Management” feature is applicable only to tenants who possess both the IA and QMA/QMP licenses. Tenants with only the QMA/QMP licenses are not impacted by this feature.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Performance Monitoring is renamed to Quality Performance to provide the most meaningful insights of the feature.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The same ScreenAgent instance now works with multiple CXone tenants (not in parallel).
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The Agent Refusal Expanded report provides an advanced view of your agent refusals. It includes the following new columns in addition to those available in the Agent Refusal report:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Skill Summary Expanded report provides an advanced view of your skill history. It includes the following new columns in addition to those available in the Skill Summary report:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Agent by Day Expanded report provides an advanced view of agent productivity. It includes the following new columns in addition to those available in the Agent by Day report:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
These release notes apply to CXone Studio and Desktop Studio. For features specific to CXone Studio, select the CXone Studio filter on the top right.
A new Studio action called TYPING INDICATOR is now available in Desktop Studio and CXone Studio. This action allows you to have a visual indicator that the sender is typing. For example, some chat applications use bouncing dots as a typing indicator. This is helpful in scripts for virtual agents, to help make the virtual agent appear more human. It also allows you to communicate to the contact that the virtual agent is responding. This action works with digital chat and any third-party application that supports typing indicators. The contact sees the typing indicator that the chat application uses.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
This is a late announcement of changes released in the 24.2 release. In 24.2, improvements were made to how ASR grammar files are processed in Contact Center. The following changes ensure high availability of grammar files and reduce the potential for ASR timeout issues:
Additionally, file caching has been improved. This reduces intermittent issues that occurred when existing grammar files were updated. This change also addresses failures that occurred when large grammar files were accessed for the first time.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
These release notes apply to the web-based CXone Studio application. For changes that also apply to the Desktop Studio application, select the Studio filter on the right.
The SNIPPET action now has a debugging tool. This tool allows you to test and debug your code in SNIPPET actions. You can see the state of variables and errors in your code line by line. You can also set breakpoints, which allow you to have the debugging stop at a certain point in the code.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You can now run up to 20 traces at the same time in CXone Studio. Each trace opens in a new trace output window.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Previously, you could search for scripts using the names of actions or words in their captions. In this release, you can search using the script media type, script status, and variable name or value.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
CXone Studio now has a new page called Prompts. This page allows you to manage the prerecorded audio files currently available in your Contact Center system. You can also upload new, prerecorded audio files one at a time.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Improvements have been made to the script workspace. You can now:
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
This product is part of an Out-of-Band Preview program that follows a CI/CD methodology. The program provides preview access to new features. The following drop-down contains release notes for updates that have been released as part of this program. The changes indicated in the Preview drop-down are only visible in the product if your organization is part of the Preview group. These changes will be released to all users when the 24.3 release deploys. For more information or to join the Preview group, contact your Contact Center Account Representative.
This feature is available for users with the Advanced license.
Managers have the flexibility to generate a plan whenever needed. They don't have to rely on preset optimization rules. Plans expire one hour from the time of creation, based on the optimized time and date.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Time-Off summary data is viewable in the Hours:Minutes format, in addition to days. This allows for an easier understanding of time off earned and planning purposes.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You can modify the agent configuration parameters directly from the UI grid, rather than using the work rule section.
The agent configuration UI grid also offers bulk editing, as well as copy and paste functionalities.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Previously, Extra Hours in Self-Service was only available in the day schedule view. In this release, agents can see available extra hours opportunities in the weekly view as well.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
This trade enhancement allows agents to exchange days off with one another, thereby increasing flexibility with schedule changes.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
In the mobile app, agents can cancel individual days in a multi-day time-off request.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The CXone WFM mobile app will support SSO for user authentication.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Release Adjustments section describes the changes, removals, and additions made in the feature descriptions since the initial coming soon announcement for the 24.4 release.
This section describes changes that have been made to feature descriptions since the initial coming soon announcement. Each item includes a description of the feature as it was originally described and an explanation of what changed.
This feature was previously announced as being generally available. Instead, it will go out in a controlled release.
It was previously announced that this feature would be generally available. Instead, it will remain in controlled release.
Additionally, it was previously announced that CCAI and RTIG would be available in CXone Agent. Instead, only RTIG will be available in CXone Agent.
This feature was previously announced as being generally available. Instead, it will go out in a controlled release.
This feature was previously announced with some incorrect variable labels. The following have been adjusted:
This feature was previously announced as being generally available. Instead, it will go out in a controlled release.
This feature was previously announced as being generally available. Instead, it will go out in a controlled release.
It was previously announced that all digital messaging platforms currently supported in Contact Center would become available in the UAE, the Seoul, South Korea region, and for FedRAMP Moderate customers in North America. However, not all digital messaging platforms are or will become available in these regions in this release. Since this regional expansion is dependent on other third-party vendors, the timeline of availability is subject to change.
This feature will be available later in the release cycle than previously announced.
It was previously announced that Email would be added as an option in the Channel setting in the Copilot for Agents profile in Agent Assist Hub. Instead, a new Email Channel setting will be added.
It was previously announced that agents would be able to prompt Copilot for Agents to Simplify, Expand, and Rephrase the email responses it generates. They will only be able to prompt Copilot for Agents to Simplify and Rephrase email responses.
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This feature will be available later in the release cycle.
It was previously announced that this would be available on toggle. Instead, it is available on deploy.
It was previously announced that this feature would be available on deploy, but it will be available on toggle.
It was previously announced that updates to intent comparison and anomaly detection would affect the Enlighten Intent Trend Widget. However, these updates will affect both the Enlighten Intent Trend widget and the Intent Analysis widget. It was also announced that this feature would be available on deploy, but it will be available on toggle.
It was previously announced that this feature would be available on deploy, but it will be available on toggle.
This section describes product changes that were included in the initial coming soon announcement and have since been removed from this release. These will not be part of the 24.4 release but may be part of a future release.
If the agent's primary audio device fails, CXone Agent will switch to the next available audio device. This will ensure continuous audio for agents.
Google Contact Center AI (CCAI) will be supported in CXone Agent.
Agents will be able to create new CRM records while they're handling interactions. The Create New icon will be added to the Related Interactions section of the customer card. Agents will be able to click Create New and select the type of record they want to create. The record will appear in the customer card and open in your CRM. To enable this option, you will need to modify your Studio script.
If the agent's primary audio device fails, CXone Agent Embedded will switch to the next available audio device. This will ensure continuous audio for agents.
Google Contact Center AI (CCAI) will be supported in CXone Agent Embedded.
Agents will be able to create new CRM records while they're handling interactions. The Create New icon will be added to the Related Interactions section of the customer card. Agents will be able to click Create New and select the type of record they want to create. The record will appear in the customer card and open in your CRM. To enable this option, you will need to modify your Studio script.
If the agent's primary audio device fails, CXone Agent for Microsoft Teams will switch to the next available audio device. This will ensure continuous audio for agents.
Google Contact Center AI (CCAI) will be supported in CXone Agent for Microsoft Teams.
Agents will be able to create new CRM records while they're handling interactions. The Create New icon will be added to the Related Interactions section of the customer card. Agents will be able to click Create New and select the type of record they want to create. The record will appear in the customer card and open in your CRM. To enable this option, you will need to modify your Studio script.
If the agent's primary audio device fails, CXone Agent Integrated will switch to the next available audio device. This will ensure continuous audio for agents.
Google Contact Center AI (CCAI) will be supported in CXone Agent Integrated.
Agents will be able to create new CRM records while they're handling interactions. The Create New icon will be added to the Related Interactions section of the customer card. Agents will be able to click Create New and select the type of record they want to create. The record will appear in the customer card and open in your CRM. To enable this option, you will need to modify your Studio script.
A new provider for CXone Continuous Stream Transcription will be available. Deepgram is a third-party transcription service that uses deep learning and AI to provide high-accuracy transcription results. It provides the ability to boost or suppress certain keywords. Deepgram also supports replacing one word or phrase with another in the final transcription results. For example, you could replace examples of foul language with another word, such as bleep or ploppers.
You will be able to add Deepgram as your transcription provider for Continuous Stream Transcription. Currently, your agents must use Agent for Service Cloud Voice with Deepgram transcription. Deepgram will require the purchase of a separate license.
Currently, the CXone Agent applications use a different emoji library than digital chat. In this release, the digital chat window will support the same emoji components available in CXone Agent. This will improve the resolution of the emojis used in digital chat, which will improve the customer experience by making emojis more visually appealing and easier to interpret. It will also provide parity of features and appearance between Guide and existing chat options. These updates are available to new users providing digital chat through CXone Guide. If you are an existing customer using chat through Digital Experience and want to access these design updates, contact your Contact Center Account Representative.
A customizable search experience will let you smoothly incorporate your unique queries, permissions, and needs into CXone Expert. It will let your consumers source relevant, concise information without reading multiple articles. They will be able to use natural language search in their questions and receive natural language in their answers. This will increase query resolution efficiency and decrease support events.
Generative response reporting will let you monitor generative search queries, feedback, and click-through rate on source articles. This will help you to make informed decisions about content and settings to improve user satisfaction and increase utilization.
Updates to the staffing requirement calculator during the forecasting process yield more accurate staffing requirements with higher sensitivity to parameter changes.
This section notes product changes that have been added to this release since the initial coming soon announcement. To see the following features in detail, select the product in the filter on the right.
Views - Global View
Enhancements to the CRM Integration Experience > Name and Relates To Fields for Salesforce
Enhancements to the CRM Integration Experience > Relate ServiceNow Records
UI and UX Improvements > Updated Queue Icons
Screen Pop to Salesforce Search Pages
UI and UX Improvements > Updated Queue Icon
Enhancements to the CRM Integration Experience > Name and Relates To Fields for Salesforce
Enhancements to the CRM Integration Experience > Relate ServiceNow Records
UI and UX Improvements > Updated Queue Icons
Enhancements to the CRM Integration Experience > Name and Relates To Fields for Salesforce
Enhancements to the CRM Integration Experience > Relate ServiceNow Records
UI and UX Improvements > Updated Queue Icons