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Release Notes > Contact Center User Hub
Release Notes

RingCentral Contact Center User Hub

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Contact Center User Hub. For Contact Center Central Release Notes, please refer to this page.

24.4 Release Release Notes – User Hub

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.

How to Use This Page

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: 

  • Whether it's available for all Contact Center customers or only a select group.
    • GA: The feature is generally available (GA) for all customers. Some GA features may require you to purchase a license to use it.
    • CR: The feature is available for customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your Contact Center Account Representative.
 
  • When you can expect to see the feature in your environment.
    • On toggle: The feature should be toggled on at the time of deployment. 
    • On deploy: The feature is immediately available when the new release deploys to your environment.

What's New in the Online Help

File Path Changes

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.

  • WeChat Channels: WeChat is no longer supported for direct integration with Contact Center. This page now directs you to the Bring Your Own Channel page, which allows you to integrate any messaging service Contact Center doesn't offer natively.

Expanded Content in the Bot Builder Online Help

The Bot Builder online help has been expanded with all-new content. It now features: 

Removed Applications and Features

Removal of CXone Guide Engagement Rules and Engagement Actions Pages

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

New Applications

CXone Agent for ACS

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:

  • Business Unit ID
  • Microsoft Account ID
  • Application (Client) ID
  • Application (Client) Secret
  • Microsoft Connection String

Customer Request UI Change Availability

CR

On toggle

Integration Hub

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: 

  • Replace the SNIPPET and RESTAPI Studio actions.
  • Replace the framework API Studio actions.
  • Use self-signed mTLS certificates for added security.
  • Use secrets for encrypted data elements, like credentials.
  • Use one million free API requests per tenant per month.

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

Interactions Hub Generally Available

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

Enlighten Copilot for Supervisors

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

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: 

  • Customize generative AI prompts. Users will be able to add and duplicate multiple profiles per prompt.
  • Test the prompts and generate responses against real transcripts, either by using segment IDs or by manually entering transcripts.
  • Publish the prompts and connect them to Enlighten Copilot for Agents.

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

ACD

ACD Routing

Digital Experience Interactions in Priority-Based Blending

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

Multiple Routing Attributes

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.

 

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

Admin

CXone User Erasure

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

Improvements to Employee Sync with SCIM

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: 

  • You no longer need to register your application with CXone before you begin integrating. Instead, you need to create an access key for authentication. This creates a faster and easier integration experience.
  • Support has been added for these employee fields: 
    • Login Authenticator
    • Primary Role
    • Team

Customer Request UI Change Availability

GA

On toggle

User Inactivity Lock

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:

  • For the tenant setting, you will enable Lock Users and set the threshold for Inactive Days Before a User Can Be Locked on the Account Settings page. By default, Lock Users will be enabled with a 60-day threshold.
  • For the employee setting, you will enable Lock Users and set the threshold for Inactive Days Before User Can Be Locked on the Security tab of the employee profile. Employee settings will override tenant settings.

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

Ability to Unlock User Accounts

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 > SecurityLocked 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

Views - Global View

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

CXone Agent

Use CXone Agent Progressive Web App on iOS Devices

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:

  • iPhone 14
  • iPhone 15 Pro Max

You should not use the CXone Agent WebRTC Extension on iOS devices.

Customer Request UI Change Availability

GA

On toggle

Use Headsets for Voice Controls

Agents can use WebHID-compliant Jabra headsets for the following basic voice controls:

  • Accept
  • Hold
  • Resume
  • Mute
  • Unmute
  • Hang Up

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 SettingsVoice Preferences.

Customer Request UI Change Availability

GA

On toggle

Delete Message Content and Author Name

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

Reply to Specific Messages

When agents click OptionsReply next to specific messages, their reply quotes the original message. This allows agents to reference specific topics in conversations.

 

View a list of supported channels

Customer Request UI Change Availability

GA

On toggle

Status Indicators for Outbound Messages

These status icons now display next to agents' messages:

  • Waiting: The message is waiting to be sent.
  • Sent: The message has been sent to the NICE CXone servers.
  • Delivered: The message has been delivered to the contact.
  • Read: The contact has read the message.

Customer Request UI Change Availability

GA

On toggle

Audio Messages for Select Digital Channels

Agents can now record and send audio messages. They can also receive and listen to audio messages using an inline audio player.

 

View a list of supported channels

Customer Request UI Change Availability

GA

On toggle

Edit the Disposition, Notes, and Tags of Any Assigned Interaction

Previously, agents could not edit the additional fields in the Outcomes window if the Status had been set to Closed. Those additional fields include DispositionNotes, and Tags. In this release, agents can edit those fields for any interaction assigned to them.

Customer Request UI Change Availability

GA

On toggle

Elevate Interactions

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

Settings Remembered after Clearing Cache and Cookies

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

Switch to Next Available Audio Device when Primary Device Fails

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

Settings Remembered after Clearing Cache and Cookies

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

Choose to Send with Enter Key or Not

Agents can choose how the Enter key on their keyboard behaves when they're writing messages. They can choose from these options:

  • Send messages using the Enter key for all digital channels.
  • Send messages using the Enter key for all digital channels except email.
  • Don't send messages using the Enter key for any digital channels.

Customer Request UI Change Availability

GA

On toggle

Choose Location

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

Enhancements to the CRM Integration Experience

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

  • Dynamic Data Mappings for Custom CRM Records: The dynamic data mappings you configure in Contact Center allow you to choose which CRM record fields appear in CXone Agent. Previously, dynamic data mappings could only appear for Search workflows. In this release, they can also appear for Create workflows.

Customer Request UI Change Availability

GA

On deploy

  • Improved Scripting for Oracle, ServiceNow, and Zendesk Integration: Integrating CXone Agent with CRMs requires Studio scripting. In this release, back-end improvements have been made to simplify this scripting for Oracle, ServiceNow, and Zendesk. The Studio scripts for those CRMs no longer need the Send Workflow Response CUSTOMEVENT action. Existing scripts are not impacted.

Customer Request UI Change Availability

GA

On deploy

Support for Special Characters and Leading Zero for Click-to-Dial

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

UI and UX Improvements

The following changes have been made to the CXone Agent user interface:

  • Display & Accessibility Tab Renamed: The Display & Accessibility tab in Settings has been renamed to Display & Keyboard.
  • Updates to Social Icons: The following social icons have been updated:
    • The Twitter icon is now the X icon.
    • The Facebook icon is now the Facebook Messenger icon for private Facebook Messenger messages.
    • The Apple Messages for Business, Instagram, and LinkedIn icons have been updated.
  • New Colors for Select Channel Icons:  Previously, the icons for phone calls, chats, emails, and SMS interactions were blue. In this release, those icons have changed color:
    • Phone call is now dark green.
    • Chat is now dark green 
    • Email is now pink.
    • SMS is now light green.

This makes it easier to distinguish between those icons.

  • Arrows for Channel Icons: A down arrow appears next to inbound channel icons. An up arrow appears next to outbound channel icons. For example, this icon indicates inbound email, and this icon indicates outbound email.
  • Updated Voice Control Icons: The voice control icons have been updated.
  • Updated Voicemail Icons: The voicemail control icons have been updated.
  • Updated Queue Icons: The icons in the Queue have been updated.
  • Updated Interactions Menu Icons: The following icons in the interactions menu have been updated to a more modern design:
    • The Request More icon
    • The New Outbound icon
    • The Consult / Transfer icon
    • The Outcomes icon 

Customer Request UI Change Availability

GA

On toggle

Support for Additional Agent Assist Hub Applications

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

Search Full Names in Directory

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

CXone Agent SDK

CXA SDK Generally Available

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

UI Components

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

Agent Assist Hub

RTIG Support for Additional Agent Applications

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

CXone Agent Embedded

Screen Pop Visualforce Pages in Salesforce

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

Screen Pop Salesforce Flows

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

Screen Pop Salesforce Search Pages

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

Bi-Directional Context Switching in Salesforce

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

Support for Multiple Session Templates in Microsoft Dynamics CIF v2.0

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:

  • Default session template: The template listed in the sessionTemplate custom parameter. It appears when the agent isn't handling an interaction.
  • Interaction session template: The template listed in the omniSessionTemplate custom parameter. It appears when the agent is handling an interaction.

You can configure the tabs that appear in Microsoft Dynamics for each session template.

Customer Request UI Change Availability

GA

On deploy

Delete Message Content and Author Name

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

Reply to Specific Messages

When agents click OptionsReply next to specific messages, their reply quotes the original message. This allows agents to reference specific topics in conversations.

 

View a list of supported channels

Customer Request UI Change Availability

GA

On toggle

Status Indicators for Outbound Messages

These status icons now display next to agents' messages:

  • Waiting: The message is waiting to be sent.
  • Sent: The message has been sent to the NICE CXone servers.
  • Delivered: The message has been delivered to the contact.
  • Read: The contact has read the message.

Customer Request UI Change Availability

GA

On toggle

Audio Messages for Select Digital Channels

Agents can now record and send audio messages. They can also receive and listen to audio messages using an inline audio player.

 

View a list of supported channels

Customer Request UI Change Availability

GA

On toggle

Edit the Disposition, Notes, and Tags of Any Assigned Interaction

Previously, agents could not edit the additional fields in the Outcomes window if the Status had been set to Closed. Those additional fields include DispositionNotes, and Tags. In this release, agents can edit those fields for any interaction assigned to them.

Customer Request UI Change Availability

GA

On toggle

Elevate Interactions

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

Settings Remembered after Clearing Cache and Cookies

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

Choose to Send with Enter Key or Not

Agents can choose how the Enter key on their keyboard behaves when they're writing messages. They can choose from these options:

  • Send messages using the Enter key for all digital channels.
  • Send messages using the Enter key for all digital channels except email.
  • Don't send messages using the Enter key for any digital channels.

Customer Request UI Change Availability

GA

On toggle

Choose Location

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

Enhancements to the CRM Integration Experience

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

  • Dynamic Data Mappings for Custom CRM Records: The dynamic data mappings you configure in Contact Center allow you to choose which CRM record fields appear in CXone Agent Embedded. Previously, dynamic data mappings could only appear for Search workflows. In this release, they can also appear for Create workflows.

Customer Request UI Change Availability

GA

On deploy

  • Improved Scripting for Oracle, ServiceNow, and Zendesk Integration: Integrating CXone Agent Embedded with CRMs requires Studio scripting. In this release, back-end improvements have been made to simplify this scripting for Oracle, ServiceNow, and Zendesk. The Studio scripts for those CRMs no longer need the Send Workflow Response CUSTOMEVENT action. Existing scripts are not impacted.

Customer Request UI Change Availability

GA

On deploy

Support for Special Characters and Leading Zero for Click-to-Dial

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

UI and UX Improvements

The following changes have been made to the CXone Agent Embedded user interface:

  • Display & Accessibility Tab Renamed: The Display & Accessibility tab in Settings  has been renamed to Display & Keyboard.
  • Updates to Social Icons: The following social icons have been updated:
    • The Twitter icon is now the X icon.
    • The Facebook icon is now the Facebook Messenger icon for private Facebook Messenger messages.
    • The Apple Messages for Business, Instagram, and LinkedIn icons have been updated.
  • New Colors for Select Channel Icons:  Previously, the icons for phone calls, chats, emails, and SMS interactions were blue. In this release, those icons have changed color:
    • Phone is now purple.
    • Chat is now dark green.
    • Email is now pink.
    • SMS is now light green.

This makes it easier to distinguish between those icons.

  • Arrows for Channel Icons: A down arrow appears next to inbound channel icons. An up arrow appears next to outbound channel icons. For example, this icon indicates inbound email, and this icon indicates outbound email.
  • Updated Voice Control Icons: The voice control icons have been updated.
  • Updated Voicemail Icons: The voicemail control icons have been updated.
  • Updated Queue Icons: The icons in the Queue have been updated.
  • Updated Interactions Menu Icons: The following icons in the interactions menu have been updated to a more modern design:
    • The Request More icon
    • The New Outbound icon
    • The Consult / Transfer icon
    • The Outcomes icon 

Customer Request UI Change Availability

GA

On toggle

Support for Additional Agent Assist Hub Applications

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

Search Full Names in Directory

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

CXone Agent for Microsoft Teams

Delete Message Content and Author Name

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

Reply to Specific Messages

When agents click OptionsReply next to specific messages, their reply quotes the original message. This allows agents to reference specific topics in conversations.

 

View a list of supported channels

Customer Request UI Change Availability

GA

On toggle

Status Indicators for Outbound Messages

These status icons now display next to agents' messages:

  • Waiting: The message is waiting to be sent.
  • Sent: The message has been sent to the NICE CXone servers.
  • Delivered: The message has been delivered to the contact.
  • Read: The contact has read the message.

Customer Request UI Change Availability

GA

On toggle

Audio Messages for Select Digital Channels

Agents can now record and send audio messages. They can also receive and listen to audio messages using an inline audio player.

 

View a list of supported channels

Customer Request UI Change Availability

GA

On toggle

Edit the Disposition, Notes, and Tags of Any Assigned Interaction

Previously, agents could not edit the additional fields in the Outcomes window if the Status had been set to Closed. Those additional fields include DispositionNotes, and Tags. In this release, agents can edit those fields for any interaction assigned to them.

Customer Request UI Change Availability

GA

On toggle

Elevate Interactions

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

Settings Remembered after Clearing Cache and Cookies

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

Choose to Send with Enter Key or Not

Agents can choose how the Enter key on their keyboard behaves when they're writing messages. They can choose from these options:

  • Send messages using the Enter key for all digital channels.
  • Send messages using the Enter key for all digital channels except email.
  • Don't send messages using the Enter key for any digital channels.

Customer Request UI Change Availability

GA

On toggle

Choose Location

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

Enhancements to the CRM Integration Experience

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

  • Dynamic Data Mappings for Custom CRM Records: The dynamic data mappings you configure in Contact Center allow you to choose which CRM record fields appear in CXone Agent Embedded. Previously, dynamic data mappings could only appear for Search workflows. In this release, they can also appear for Create workflows.

Customer Request UI Change Availability

GA

On deploy

  • Improved Scripting for Oracle, ServiceNow, and Zendesk Integration: Integrating CXone Agent Embedded with CRMs requires Studio scripting. In this release, back-end improvements have been made to simplify this scripting for Oracle, ServiceNow, and Zendesk. The Studio scripts for those CRMs no longer need the Send Workflow Response CUSTOMEVENT action. Existing scripts are not impacted.

Customer Request UI Change Availability

GA

On deploy

Support for Special Characters and Leading Zero for Click-to-Dial

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

UI and UX Improvements

The following changes have been made to the CXone Agent for Microsoft Teams user interface:

  • Display & Accessibility Tab Renamed: The Display & Accessibility tab in Settings  has been renamed to Display & Keyboard.
  • Updates to Social Icons: The following social icons have been updated:
    • The Twitter icon is now the X icon.
    • The Facebook icon is now the Facebook Messenger icon for private Facebook Messenger messages.
    • The Apple Messages for Business, Instagram, and LinkedIn icons have been updated.
  • New Colors for Select Channel Icons:  Previously, the icons for phone calls, chats, emails, and SMS interactions were blue. In this release, those icons have changed color:
    • Phone is now purple.
    • Chat is now dark green.
    • Email is now pink.
    • SMS is now light green.

This makes it easier to distinguish between those icons.

  • Arrows for Channel Icons: A down arrow appears next to inbound channel icons. An up arrow appears next to outbound channel icons. For example, this icon indicates inbound email, and this icon indicates outbound email.
  • Updated Voice Control Icons: The voice control icons have been updated.
  • Updated Voicemail Icons: The voicemail control icons have been updated.
  • Updated Queue Icons: The icons in the Queue have been updated.
  • Updated Interactions Menu Icons: The following icons in the interactions menu have been updated to a more modern design:
    • The Request More icon
    • The New Outbound icon
    • The Consult / Transfer icon
    • The Outcomes icon 

Customer Request UI Change Availability

GA

On toggle

Support for Additional Agent Assist Hub Applications

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

Search Full Names in Directory

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

CXone Agent Integrated

Delete Message Content and Author Name

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

Reply to Specific Messages

When agents click OptionsReply next to specific messages, their reply quotes the original message. This allows agents to reference specific topics in conversations.

 

View a list of supported channels

Customer Request UI Change Availability

GA

On toggle

Status Indicators for Outbound Messages

These status icons now display next to agents' messages:

  • Waiting: The message is waiting to be sent.
  • Sent: The message has been sent to the NICE CXone servers.
  • Delivered: The message has been delivered to the contact.
  • Read: The contact has read the message.

Customer Request UI Change Availability

GA

On toggle

Audio Messages for Select Digital Channels

Agents can now record and send audio messages. They can also receive and listen to audio messages using an inline audio player.

 

View a list of supported channels

Customer Request UI Change Availability

GA

On toggle

Edit the Disposition, Notes, and Tags of Any Assigned Interaction

Previously, agents could not edit the additional fields in the Outcomes window if the Status had been set to Closed. Those additional fields include DispositionNotes, and Tags. In this release, agents can edit those fields for any interaction assigned to them.

Customer Request UI Change Availability

GA

On toggle

Elevate Interactions

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

Settings Remembered after Clearing Cache and Cookies

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

Choose to Send with Enter Key or Not

Agents can choose how the Enter key on their keyboard behaves when they're writing messages. They can choose from these options:

  • Send messages using the Enter key for all digital channels.
  • Send messages using the Enter key for all digital channels except email.
  • Don't send messages using the Enter key for any digital channels.

Customer Request UI Change Availability

GA

On toggle

Choose Location

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

Enhancements to the CRM Integration Experience

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

  • Dynamic Data Mappings for Custom CRM Records: The dynamic data mappings you configure in Contact Center allow you to choose which CRM record fields appear in CXone Agent Embedded. Previously, dynamic data mappings could only appear for Search workflows. In this release, they can also appear for Create workflows.

Customer Request UI Change Availability

GA

On deploy

  • Improved Scripting for Oracle, ServiceNow, and Zendesk Integration: Integrating CXone Agent Embedded with CRMs requires Studio scripting. In this release, back-end improvements have been made to simplify this scripting for Oracle, ServiceNow, and Zendesk. The Studio scripts for those CRMs no longer need the Send Workflow Response CUSTOMEVENT action. Existing scripts are not impacted.

Customer Request UI Change Availability

GA

On deploy

Support for Special Characters and Leading Zero for Click-to-Dial

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

UI and UX Improvements

The following changes have been made to the CXone Agent Integrated user interface:

  • Display & Accessibility Tab Renamed: The Display & Accessibility tab in Settings  has been renamed to Display & Keyboard.
  • Updates to Social Icons: The following social icons have been updated:
    • The Twitter icon is now the X icon.
    • The Facebook icon is now the Facebook Messenger icon for private Facebook Messenger messages.
    • The Apple Messages for Business, Instagram, and LinkedIn icons have been updated.
  • New Colors for Select Channel Icons:  Previously, the icons for phone calls, chats, emails, and SMS interactions were blue. In this release, those icons have changed color:
    • Phone is now purple.
    • Chat is now dark green.
    • Email is now pink.
    • SMS is now light green.

This makes it easier to distinguish between those icons.

  • Arrows for Channel Icons: A down arrow appears next to inbound channel icons. An up arrow appears next to outbound channel icons. For example, this icon indicates inbound email, and this icon indicates outbound email.
  • Updated Voice Control Icons: The voice control icons have been updated.
  • Updated Voicemail Icons: The voicemail control icons have been updated.
  • Updated Queue Icons: The icons in the Queue have been updated.
  • Updated Interactions Menu Icons: The following icons in the interactions menu have been updated to a more modern design:
    • The Request More icon
    • The New Outbound icon
    • The Consult / Transfer icon
    • The Outcomes icon 

Customer Request UI Change Availability

GA

On toggle

Support for Additional Agent Assist Hub Applications

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

Search Full Names in Directory

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

API

SCIM APIs for Basic API Authentication

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

User and Role Fields for SCIM APIs

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

Privacy API

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

Start and Stop Recordings for CXone Multi-ACD

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:

  • Start recording on demand
  • Stop recording on demand
  • Disable the agent's option to record the interaction

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

Throttling Limits for Digital Experience APIs

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

isReplyToSpecificMessage Parameter for Digital Messages

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:

  • POST /dfo/3.0/channels/{channelId}/outbound
  • POST /dfo/3.0/channels/{channelId}/message

Customer Request UI Change Breaking Change Impacted Versions V3 Availability

GA

On deploy

CXone Attendant

Display Voicemail Message Timestamp in User Time Zone

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

Flow Designer Tool

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

Hashing Functions Added to Scripting

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 Bot Deactivation and Reactivation

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

CXone Coaching

Read-Only Coaching Packages and Plans

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

CXone Dashboard

New Additions to CXone Dashboard for CXone Performance Management Insights

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.

Gamification Widgets and Feature

These widgets and this feature require a CXone PM license.

  • Games widget: This widget displays active and finished games. It helps track progress and improve rankings. Supervisors set games to help agents improve their KPIs. This widget aims to engage agents and motivate them to reach their goals.
  • Challenges widget: This widget allows you to initiate and accept peer challenges. It displays active, upcoming, and past challenges, aiming to help you enhance performance on KPIs. The metrics for these challenges are preset by the organization.
  • Give Award from CXone Dashboard widgets: A new Gamification feature called Give Award is introduced with this release. With this feature, you can give awards to agents through the agent context menu items in these widgets:
  • Metrics Summary widget (when viewed by Agent)
  • Metrics Interval widget (when viewed by Agent)
  • Agent List widget
  • Leaderboard widget

These awards serve as performance-based incentives for agents.

Dispositions Widget

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

Auto Projection of Previously Configured Projected Dashboards

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

KPI Trend Widget Enhancement

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

Improved Widget Functionality

There are a number of improvements:

  • Column display: You can select the columns to display within the Contact List widget by marking them in the Columns menu. This includes the ability to add or remove the three Bullseye columns.
  • Hide Legend: You can hide legends on widgets by setting the legend position in the widget customization settings.
  • Synchronized chart and table views: In the Metrics Summary widget, the charts adjust automatically to mirror the sorted order of the table on the widgets. There is linked sorting where the sorting changes you make in the table are reflected in the chart, whether you are switching between grid and chart or using both.
  • Updated date picker for Metric and Report widgets: The date picker appears only when at least one historical data set is selected. It remains hidden for real-time metrics.
  • Scrollable display feature: This feature is available in the Metrics Summary and Metrics Interval widgets. It adds a scroll bar whenever there are more bars than space within the widget's display. This feature is useful for both horizontal and vertical charts.

Customer Request UI Change Availability

GA

On toggle

Quality Management (QM) Widget Upgrades

  • Exclusion of Hidden and Non-Graded Questions: Hidden and non-graded questions no longer affect displayed quality metrics, scores, widgets, or reports. Quality metric calculations only consider visible and graded questions.
  • New and Modified QM Metrics: Two new metrics are added, Appealed Expired and Completed Deleted. The Expired metric is modified to include all expired evaluations, excluding appealed ones.
  • Plan Status Widget Enhancements: A new view is added, Status Breakdown. This view shows you a breakdown of the various statuses for your quality plans, giving you visibility into the respective status counts and distributions.
  • Evaluator Performance Widget Improvements:
    • Detailed Evaluation Statuses: The widget's table view is extended to include additional metrics such as Evaluator Completed%, Avg Score, Appealed, Total Evaluations, Deleted, Replaced, and Expired.
    • Timeline of Completed Evaluations: A new chart view displays the trend of completed evaluations, presented per the selected evaluator. You can analyze the timeline and volume of evaluations conducted by each evaluator over time.

Customer Request UI Change Availability

GA

On toggle

Developer Portal

Developer Portal Enhancements

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

DEVone Integrations

Customer Dynamics

Safe Select

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:

  • Gamification features to keep agents engaged.
  • Detailed and customizable suppression rules for contacts in different states and districts.
  • Omnichannel campaigns that let agents switch from one channel to another.
  • Calls to action to automatically add engaging links and buttons into outbound messages.
  • Payment processing with C3 Payments for quick and secure collections payments.

Customer Request UI Change Availability

GA

On deploy

C3 Payments

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:

  • While the agent is not involved in a transaction, they can be notified in their agent application of the progress of the payment.
  • You can keep various systems in sync, like your CRM, ticketing, or billing systems, after payments are made.
  • A mobile SDK to build this functionality into your mobile app.

Customer Request UI Change Availability

GA

On deploy

Surfly

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

Textel/Capacity

SMS Expansion

Textel's core SMS product received the following enhancements:

  • Payments Solution: Customers can securely collect payments without exchanging payment information over SMS. A pop-out in the agent application lets the agent initiate the payment. This uses your existing payment merchant, which lets you avoid setting up additional payment infrastructure.
  • SMS Line Intelligence: You can validate all contact phone numbers. This ensures that the numbers support SMS and prevents you from incurring any unexpected messaging costs.
  • Okta MFA Support: If you use Okta as an identity provider, you can use Textel for the SMS component of MFA.
  • Alpha Sender ID: Textel provides alphanumeric sender IDs so you can send texts internationally. This may also help you expand the number of countries you can send texts to.

Customer Request UI Change Availability

GA

On deploy

Enhancements to the Capacity Virtual Agent Application

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

Digital Experience

TYPING INDICATOR Studio Action

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

Throttling Limits for APIs and System Operations

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:

  • Sending new outbound messages: 360,000 per hour per tenant
  • Storing new inbound messages: 360,000 per hour per tenant​
  • Get contact: 120,000 per hour per tenant​
  • Update contact: 1 million per hour per tenant​
  • Get messages of contact: 120,000 per hour per tenant​
  • Store a new visitor: 1 million per hour per tenant ​
  • Store a new visitor event: 3 million per hour per tenant

Digital Experience supports the following throttling limits for events and data updates:

  • Events per single visitor: 500 per hour
  • Updates per single message: 1,000 per hour
  • Updates per single contact: 50,000 per hour
  • Updates per single thread: 500 per hour

Customer Request UI Change Availability

GA

On toggle

WFA Job Loop Detection

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

Restore Deleted Custom Fields

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

Digital Experience Interactions in Priority-Based Blending

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

Regional Expansion for Digital Messaging Channels

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

Regional Expansion of Support for Messaging and Social Channels

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:

  • Apple Apps Reviews
  • Apple Messages for Business
  • Google Places
  • Google Play
  • Guide
  • LINE
  • Microsoft Teams
  • Slack
  • Telegram
  • Viber
  • WhatsApp
  • X (Twitter)
  • YouTube

Support for the following messaging platforms is available for FedRAMP Moderate customers:

  • Apple Apps Reviews
  • Apple Messages for Business
  • Google Places
  • Google Play
  • Guide
  • Microsoft Teams
  • Slack
  • Telegram
  • Viber
  • X (Twitter)
  • YouTube

Other digital channels can be made available based on the needs of users in each region.

Customer Request UI Change Availability

GA

On deploy

Multimedia Supported for WhatsApp Message Templates

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

Messaging UI Updates for WhatsApp

The following UI changes and capabilities are added to WhatsApp channels:

  • Reply to a Specific Message: Sometimes agents send a contact multiple messages at once. Previously, if contacts wanted to respond to a specific message, it appeared as a new message at the bottom of the chat window. In this release, a reply to a specific message is visually distinguished to make it clearer which message a contact is replying to.
  • Delivery/Seen Status: Previously, agents couldn't tell when a message had been successfully delivered or seen by a contact. In this release, a visual indicator shows agents whether a message has been delivered or seen. Contacts cannot see whether the agent has received or seen their messages.

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

Improvements to Threading for CXone Email

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

Digital Chat Redesign for Rich Content

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:

  • Rich links
  • Quick replies
  • List picker
  • Carousels

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

Digital Chat Accessibility Enhancement

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:

  • You can use the arrow keys on a keyboard to operate the scroll bar in addition to moving your mouse.
  • Messages don't overlap with other UI elements to ensure no part of the text is cut off.
  • The scroll bar begins at the top of the window to avoid screen readers focusing on text outside the chat window.
  • Screen readers communicate when the chat window is expanded or collapsed.
  • Screen readers communicate all field options and possible selections. For example, if you want to change the selected field from a drop-down, all field options are communicated.
  • Screen readers communicate status messages and updates to your position in the queue. For example, status messages such as "No agent is available for your queue at the moment" or "One of our agents will be with you shortly" are communicated.
  • Previously, screen readers announced the chat window as "Customer chat frame." This is incorrect. In this release, screen readers should refer to the chat window as "Live Chat."

Customer Request UI Change Availability

GA

On deploy

CXone Mobile SDK

The current mobile SDK version is now 2.2.

Technical Updates

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:

  • Ability to Change Customer ID: Contacts using your application can switch between multiple accounts. Previously, this was only available through the authentication process. In this release, you can also change the customer ID manually. This provides another option to support multiple accounts. An example use case of this is in the SDK repo.
  • Secure Storage: All contact data stored in the SDK is now encrypted, like first and last name, customer ID, access token, and so forth.
  • Future-Proof Push Notifications: The back-end functionality of push notifications was updated to ensure future support.
  • Increase of Android File Size Limitation: The SDK now supports file attachments up to 40 MB for Android apps. This puts Android on par with iOS.

Customer Request UI Change Availability

GA

On deploy

Enlighten Actions

Expanding Data Conversations to Additional Datasets

With this feature, you can expand your data conversation capabilities to additional datasets through:

  • CXone Quality Management data: You can ask specific questions to gain insights on evaluators, agents, and quality plans.
  • Contact grain metrics: You can analyze contact-level metrics such as service levels, abandons, and SLA percentages.
  • Desktop discovery: You can identify the most used applications, most productive teams, and non-productive apps used by each user.

This feature will be available later in the release cycle.

Customer Request UI Change Availability

GA

On toggle

Anomaly Detection

With this feature, you can know whether there were any anomalies in key metrics and you can access:

  • Yesterday's anomalies: You can access anomalies detected from the previous day, providing you with details of the actual value and its deviation from the forecast.
  • Historical anomalies: You can view the anomaly history for each metric. It includes a visualization that shows the actual values, forecasted values, and the upper and lower boundaries for each day.

This feature will be available later in the release cycle.

Customer Request UI Change Availability

GA

On toggle

Enhancements in Knowledge Generation

The Knowledge Generator is enhanced with several new features:

  • CXone Expert validation: You can validate your connection with CXone Expert upfront, ensuring a smoother experience.
  • Custom path selection: You can choose the specific path (Category and Guide Name) where your knowledge articles, generated from Enlighten Actions, will be published. The creation of Category and Guide folders in CXone Expert is a prerequisite for this feature.
  • Multi-transcript knowledge articles: You can create knowledge articles from multiple transcripts, up to three at a time, which offers more comprehensive content.
  • Search and add from CXone Expert: You have the option to search for specific text in CXone Expert from the AI-generated article in Enlighten Actions. If there is a knowledge article found for that searched text, it is combined with the existing AI-generated knowledge article to create a richer article with more complete content.

This feature will be available later in the release cycle.

Customer Request UI Change Availability

GA

On toggle

Additional Language Support

Enlighten Actions supports Brazilian Portuguese. With this update, you can do the following in Brazilian Portuguese:

  • Have natural language conversations
  • Receive AI-powered emails
  • Access textual insights in the Conversation Panel
  • View comparative insights in Followed Charts
  • See short names for better readability of chart titles

This feature will be available later in the release cycle.

Customer Request UI Change Availability

GA

On toggle

Industry Benchmarking in Enlighten Actions

You can compare your contact center metrics against industry benchmarks. The following metrics are included:

  • Customer Sentiment
  • Agent CSAT Behavior Scores
  • Active Listening Scores
  • Be Empathetic Scores
  • Agent Sales Effectiveness Behavior Scores
  • Ask for Sale Score
  • Likelihood to Buy Score
  • Presumptive Selling Score

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

Observability Dashboard

With this update, you can gain comprehensive insights into the Knowledge Base and Agent Queries performance.

  • Knowledge Base Queries: You can identify knowledge gaps in CXone Expert for a specific category using a similarity score, and expand and explore any specific Knowledge Base answer.
  • Agent Queries: You can identify knowledge gaps in CXone Expert for a specific category using a no-answer score.

This feature will be available later in the release cycle.

Customer Request UI Change Availability

GA

On toggle

Enlighten Autopilot

Voice Biometrics Support

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

CXone Expert Integration with Autopilot

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

Adaptive Cards Support

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

Upgrade to Amelia 6.5

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

FedRAMP Availability

Enlighten Autopilot is available for FedRAMP (moderate) systems in the United States.

Customer Request UI Change Availability

CR

On toggle

Autopilot Knowledge

Advanced Knowledge Access Restriction

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

Enlighten AutoSummary

AutoSummary Supported for Digital Experience Email

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

Support for Brazilian Portuguese

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

Ontology Studio

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

Improved Accuracy for AutoSummaries

Enlighten AutoSummary is improving the following elements to enhance the accuracy of summaries:

  • You can set a custom prompt for AutoSummary profiles.​
  • You can configure summaries to enable or disable redaction of sensitive numeric information. For example, disabling redaction could allow numbers for medication dosage or quantity to be included in summary details.
  • A new LLM engine available in North America and Europe improves summarization accuracy. A new LLM embedding technology is also used to improve the accuracy of intents and actions.​
  • Improved accuracy for summaries of long calls.

Customer Request UI Change Availability

GA

On deploy

Enlighten Copilot for Agents

Provide Feedback

Agents can now provide feedback to Enlighten Copilot for Agents through:

  • Like and Dislike Icons: Like and Dislike icons now appear next to each KB answer. Additionally, if an agent inserts or sends a KB answer in a digital interaction, it is automatically marked as liked.
  • Feedback Detail Card: You can optionally enable and configure a Feedback Detail card for each Copilot for Agents profile. Depending on how you configure the Feedback Detail card, it can allow agents to:
    • Enter general feedback about their experience with Copilot for Agents.
    • Review the individual KB answers that Copilot for Agents generated during the interaction. They can Like and Dislike the KB answers, apply tags to them, and enter comments about them.

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

Improved Formatting for Process Steps

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

Filter KB Answers by CXone Expert Tags

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:

  • Standard tag list: Copilot for Agents only uses KB articles with the tags you specify in the standard tag list to generate KB answers.
  • Custom tag list: Agents can select tags from a custom tag list to filter KB answers. This enables them to find the generated content they need faster. You can specify up to five custom tag lists per Copilot for Agents profile.

This feature will be available later in the release cycle.

Customer Request UI Change Availability

GA

On deploy

Enhancements to Email

The following enhancements have been made to the Copilot for Agents email experience:

  • Select Email in Profile: A new Email Channel setting has been added to the Copilot for Agents profile in Agent Assist Hub. When Email Channel is enabled, Copilot for Agents generates email responses.
  • Custom Selections: Agents can now select topics in the list Copilot for Agents generates and displays in an email card. They can also add custom topics to that list. Copilot for Agents now only uses the selected topics to generate its email response. Additionally, agents can select a Response Length: Short, Medium, or Long.

You can enable this in the new Custom Selections setting in the Copilot for Agents profile.

  • Copilot Email Editing Options: Agents can prompt Copilot for Agents to Simplify and Rephrase the email responses it generates. These options appear when agents click Copilot in the email text editor. Copilot for Agents only edits the part of the response the agent has highlighted.

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

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

Enlighten Copilot for Supervisor

Workspace Insights

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

CXone Expert

Generative Search

Documentation about the CXone Expert generative AI tools guides you to do the following: 

  • Improve content quality to provide better generative responses.
  • Increase generative AI tool utilization.
  • Adjust generative AI settings to increase consumer satisfaction.

Customer Request UI Change Availability

GA

On deploy

Expert Kernels Report

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

JWT Token Provisioning

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

Instant Translation Report

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

Import/Export Tool Enhancements​

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:​

  • Faster localization and reduced run-time of imports and exports.​
  • More compact output for easier sharing throughout the localization process.​
  • No need for post-import manual reverting.

Customer Request UI Change Availability

GA

On toggle

CXone Guide

Enhanced Branding Settings

Previously, when you defined Guide branding, you set a primary theme color and a primary font color. In this release, you can:

  • Set more branding preferences. In particular, you can define:
    • The size of the Guide widget.
    • The colors and font sizes for templates.
    • The colors for knowledge bases.
    • The colors and font sizes for proactive offers.
  • Preview most branding settings. The preview appears on the right side of the branding page.
  • Access the Branding button on the Applications > Guide page, where you access the rule builder. Previously, branding settings appeared on the ACD > Digital > Points of Contact Digital > Guide page.

Customer Request UI Change Availability

CR

On toggle

Engagement Rule Enhancements

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:

  • Chat is online
  • Time in queue
  • Page element exists

Additionally, the following conditions are evaluated differently than in past releases:

  • Excluded visitor tags and Included visitor tags are evaluated dynamically instead of statically. The rule evaluation is triggered immediately following a tag change for a visitor.
  • Probability of execution is evaluated statically instead of dynamically.

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

Event Broadcasting

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

Integration Hub

Ability to Copy Connectors

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

Integration Analytics

Improvements to Dutch Transcripts

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

Enlighten Intents, Actions, and Outcomes Available in Transcript View

You can view Enlighten intentsactions, 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

Intent Comparison and Anomaly Detection Added to Enlighten Intent Trend Widget

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

Anomaly Detection Added to Enlighten Intent Trend

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

View Enlighten Intents and Actions in Ontology Studio

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

Support for Storing Multiple Languages in Transcript Store

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

Interactions and Playback

Search and Filter by Interaction Analytics Categories

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

Disposition Filter

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

Interactions Search Move to CXone Interactions Hub

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

Interactions Hub

Interactions Hub Generally Available

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

Recurring Policies

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

Data Erasure Policy

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

Risk Detection with CXone Interaction Analytics Categories

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

CXone Mult-ACD (CXone Open)

CUCM with UCCX

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

Recording of Cisco Mobile/Remote Agents

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

Support for New Customer SBC

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

Streamlined Creation of Multi-ACD Third-party Telephony

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

Recording on Demand and Stop Recording on Demand APIs for Multi-ACD

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

Improved Capacity for Large-Scale Tenants

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

Cisco Integration Enhancement with CUCM Version 15

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

Partner Applications

Adapters

Back-End Authentication Update for RingCentral

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

Regional Expansion

Partner Adapters are available in the Korea region.

Customer Request UI Change Availability

GA

On deploy

Tenant Management

Integration Hub Enablement

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:

  • The Automation & AI > Automation & AI field for the product UI,
  • The CXone Studio > Connect Auth and Connect Request fields for use in CXone Studio.

For more details, select the New Applications filter on the top right.

Customer Request UI Change Availability

GA

On deploy

Multiple Routing Attributes Enablement

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

UI Updates to Agent Integrations Section

The following UI updates have been made to the Agent Integrations section in Tenant Management:

  • The Configurations setting has been renamed to Agent Configurations.
  • The billing toggle has been moved next to the newly renamed Agent Configurations setting.

Customer Request UI Change Availability

GA

On deploy

CXone Performance Management Act

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.

Gamification

A Gamification module has been added in the CXone Performance Management Act app. It has the following features:

  • Admin: Supervisors can add games and challenges and give awards to the participants.
  • Marketplace Management: Administrators can create and manage products. This includes managing display settings, uploading images, and assigning employee groups.
  • Marketplace: Users can spend coins on various items like gift cards, tech, clothing, and more. The store functions like an online shopping site with features such as browsing, searching, adding to a cart, and managing a wish list.
  • Order Management: Administrators can view and manage orders. This includes changing order statuses, adding personalized notes, and exporting order reports.

Customer Request UI Change Availability

CR

On toggle

Advanced Metric Actions

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

System Notifications for Proactive Monitoring of Objectives

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

Objective Tracking with KPI Trend Widget in CXone Dashboard

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

Quality Management

Support Section Failure for the Critical Question

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

IA Category Support in Quality Management

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

My Zone Updates

Performance Monitoring is renamed to Quality Performance to provide the most meaningful insights of the feature.

Customer Request UI Change Availability

GA

On toggle

CXone Recording

ScreenAgent Support for Multiple Tenants

The same ScreenAgent instance now works with multiple CXone tenants (not in parallel).

Customer Request UI Change Availability

GA

On deploy

Reporting

Data Download Reports

Agent Refusal Expanded Report

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:

  • Skill_Name
  • Team_Name
  • Media_Type_Name
  • ANI/From
  • ContactEndReason

Customer Request UI Change Availability

GA

On deploy

Skill Summary Expanded Report

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:

  • Queued
  • Contact_Duration
  • Avg_Talk_Time
  • Abandons
  • Abandon_Time

Customer Request UI Change Availability

GA

On deploy

Agent by Day Expanded Report

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:

  • Agent_Name
  • Agent_State

Customer Request UI Change Availability

GA

On deploy

Studio

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.

New Studio Action: TYPING INDICATOR

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

Improvements to ASR Grammar Files

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:

  • Large grammar files are now proactively cached.
  • Grammar files are now replicated to all ASR servers when they are compiled.

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

CXone Studio

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.

Snippet Debugger

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

Run Multiple Traces

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

Advanced Script Search

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

Manage Prompts on the Prompts Page

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

Script Workspace Improvements

Improvements have been made to the script workspace. You can now:

  • Move the labels that appear on connectors.
  • Manually choose a new connector path.

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.

 

Preview Features

Workforce Management

Instant Break Optimization for Current and Future Days

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

Display of Hours in Time-Off Planning Summary

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

Agent Configuration: Enabling Inline Editing for the Agent Configuration UI Grid

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

Self-Service of Extra Hours in My Zone Weekly Schedule View

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

Improvement to Trade: Agent's Ability to Trade Day Off in My Zone

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

Agent Ability to Cancel Individual Days of a Multi-Day Time-Off Request in Mobile

In the mobile app, agents can cancel individual days in a multi-day time-off request.

Customer Request UI Change Availability

GA

On toggle

CXone WFM Mobile: SSO Support

The CXone WFM mobile app will support SSO for user authentication.

Customer Request UI Change Availability

GA

On toggle

Release Adjustments

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.

Changed Features

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.

CXone Agent

Choose Location

This feature was previously announced as being generally available. Instead, it will go out in a controlled release.

Agent Assist Hub

Google CCAI

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.

CXone Agent Embedded

Choose Location

This feature was previously announced as being generally available. Instead, it will go out in a controlled release.

CXone Agent for ACS

This feature was previously announced with some incorrect variable labels. The following have been adjusted:

  • The correct label for CXone Tenant ID is Business Unit ID.
  • The correct label for Microsoft Client ID is Application ID.
  • The correct label for Microsoft Client Secret is Application Secret.

CXone Agent for Microsoft Teams

Choose Location

This feature was previously announced as being generally available. Instead, it will go out in a controlled release.

CXone Agent Integrated

Choose Location

This feature was previously announced as being generally available. Instead, it will go out in a controlled release.

Digital Experience

Regional Expansion of Support for Messaging and Social Channels

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.

Restore Deleted Custom Fields

This feature will be available later in the release cycle than previously announced.

Enlighten Copilot for Agents

Enhancements to Email > Select Email in Profile

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.

Enhancements to Email > Copilot Email Editing Options

It was previously announced that agents would be able to prompt Copilot for Agents to SimplifyExpand, and Rephrase the email responses it generates. They will only be able to prompt Copilot for Agents to Simplify and Rephrase email responses.

 

Filter KB Answers by CXone Expert Tags

 

This feature will be available later in the release cycle.

CXone Expert

Generative AI Documentation

It was previously announced that this would be available on toggle. Instead, it is available on deploy.

Interaction Analytics

Enlighten Intents, Actions, and Outcomes Available in Transcript View

It was previously announced that this feature would be available on deploy, but it will be available on toggle.

Intent Comparison and Anomaly Detection Added to Enlighten Intent Trend and Intent Analysis Widget

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.

View Enlighten Intents and Actions in Ontology Studio

It was previously announced that this feature would be available on deploy, but it will be available on toggle.

Features Removed from This Release

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.

CXone Agent

Switch to Next Available Audio Device when Primary Device Fails

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.

Support for Additional Agent Assist Hub Applications

Google Contact Center AI (CCAI) will be supported in CXone Agent.

Enhancements to the CRM Integration Experience > Create a CRM Record During an Interaction

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.

CXone Agent Embedded

Switch to Next Available Audio Device when Primary Device Fails

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.

Support for Additional Agent Assist Hub Applications

Google Contact Center AI (CCAI) will be supported in CXone Agent Embedded.

Enhancements to the CRM Integration Experience > Create a CRM Record During an Interaction

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.

CXone Agent for Microsoft Teams

Switch to Next Available Audio Device when Primary Device Fails

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.

Support for Additional Agent Assist Hub Applications

Google Contact Center AI (CCAI) will be supported in CXone Agent for Microsoft Teams.

Enhancements to the CRM Integration Experience > Create a CRM Record During an Interaction

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.

CXone Agent Integrated

Switch to Next Available Audio Device when Primary Device Fails

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.

Support for Additional Agent Assist Hub Applications

Google Contact Center AI (CCAI) will be supported in CXone Agent Integrated.

Enhancements to the CRM Integration Experience > Create a CRM Record During an Interaction

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.

Continuous Stream Transcription

Deepgram Transcription

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.

Digital Experience

Emoji Library Update for Digital Chat Window

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.

CXone Expert

Generative Search

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

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.

Workforce Management

Enhanced Staffing Efficiency

Updates to the staffing requirement calculator during the forecasting process yield more accurate staffing requirements with higher sensitivity to parameter changes.

Features Added to This Release

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.

Admin

Views - Global View

CXone Agent

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

CXone Agent Embedded

Screen Pop to Salesforce Search Pages

 

UI and UX Improvements > Updated Queue Icon

CXone Agent for Microsoft Teams

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

CXone Agent Integrated

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

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