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This page shows the products and features currently planned for the 25.2 release cycle, which begins on 23 April 2025 and ends when the next release begins, which is currently targeted for late July of 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.
All new products and features are shown by default. If you want to see only products and features in your Contact Center system, you can clear the checkboxes to remove features you don't need from your display.
Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.
| 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:
|
Learn about the platform requirements and FedRAMP support status for the Contact Center apps you use.
Currently, advanced routing features are available for standard configurations in Australia, Canada, the EU, and the USA. In this release, they will become available for these regions and configurations:
Advanced routing features include:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, Agent for Service Cloud Voice supports up to four people on conference calls. In this release, it will support up to six people on a call. This will allow additional agents to be added to calls without placing the contact on hold.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, only Kinesis streams are supported. This means that only AWS-based customers can use Data Streams. In this release, support will be added for Kafka streams. This will allow customers using any cloud provider to utilize Data Streams.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
ConnectLingua is a real-time translation solution that integrates with Contact Center as an Agent Assist Hub application. It uses AI technologies to create seamless voice communication between agents and contacts, supporting 65+ languages. InteractCX will update ConnectLingua with the following enhancements:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Powered by ConnectLingua, InteractCX will offer a virtual agent that can converse in over 65 languages. This will let all contacts self-serve more effectively by using their preferred language.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
The AI flow builder will automate the virtual agent creation process. It will be able to ingest 6 months of call recording data to automatically train virtual agents. From these recordings, it can create flows for virtual agents to follow. It will then be able to identify the top 10 unique flows and create an automated AI agent around those flows. The AI flow builder will remove the manual work involved in creating virtual agents.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
You will be able to access a variety of real-time insights about your interactions. An AI analysis will provide data such as:
This data will help you better understand how to maximize ConnectLingua.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
InteractCX will offer a new agent application built around ConnectLingua. It will let your agents seamlessly access all features in one place, like the embeddable AI applications. You will also be able to add your own branding and UI add-ons. This opens possibilities for integrating other custom web apps or CRMs. This agent application will support digital channels along with softphone support for voice calls.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
You will be able to add quality monitoring for ConnectLingua. This will analyze agent performance in real time. According to your policies, it will score your agents' call handling. Auto QM will help you understand how well your agents are performing, and how you can better empower them to assist contacts.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
Currently, SightCall VISION lets you add live video to interactions. This lets contacts provide instant visual context to the agent during an interaction. It also lets agents guide the contact with an augmented reality toolkit.
In this release, SightCall is releasing SightCall Snap. This is a simplified visual context sharing tool. Snap will enable agents to request visual media from contacts without using a live video call. Contacts will be able to share media types such as video reels, pictures, multimedia uploads, geolocation, and OCR/label scans. This will open your options for empowering agents who do not need to be on video, like chat-only agents.
By integrating SightCall Snap, your agents will become more effective, interactions will be streamlined, and contacts will be able to easily show their issues. This combination will increase both first-call resolution and customer satisfaction.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
GenSearch will improve the efficiency of search capabilities within Expert and reduce the time required to solve events. Its customizable search experience will enable you to smoothly incorporate your unique queries, permissions, and needs. It will improve customer satisfaction by enabling your consumers to source relevant, concise information without reading multiple articles.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to monitor GenSearch queries, feedback, and click-through rates on source articles. This will help you make informed content decisions and adjust GenSearch settings to meet your specific needs. You will be able to run reports via the Expert user interface or via API to parse data using your preferred BI tools.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to easily identify long articles and tables that may be a problem for LLMs. You will be able to use that information to create shorter articles and reduce table size to improve the performance of generative AI. This will help reduce the time needed for content onboarding for AI tools, which will increase utilization and customer satisfaction.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
For new Expert sites, the editor will have a new, modern interface with the same features as the existing editor. It will also include AI capabilities so content authors can easily improve and modify content within the platform without the need to toggle tabs, windows, or programs.
This feature will be generally available for all new sites but in a controlled release for existing sites.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
You will be able to use LLM and AI capabilities for your content that is not native to Expert. This will allow you to unify content from multiple sources.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, users are automatically synced to SAML SSO once user groups are set up in both the IdP and Expert. In this release, you will be able to stop group syncing on local groups. You will also be able to create special user groups within Expert and run reports on them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to easily identify content reuse instances across your site. This will ensure consistency and identify opportunities for content improvement. The CSV will list the source and reuse pages, number of times a page or section is reused, and the last time the content was updated. You will also be able to identify content that may need to be reviewed and edited, and identify pages that need tags or classifications to improve the user experience.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
This report covers your Copilot for Agents, Autopilot Knowledge, and custom LLM solutions. It does not consider queries asked through the GenSearch interface. It will be renamed to help clarify what data it contains.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The following metrics will be added as new options in the Metrics filter drop-down for workspaces, widgets, categories, dataset creation, and on the Search page.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The following enhancements will be made to improve functionality and usability:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, unavailable codes in Contact Center are unavailable states that are assigned to teams. When creating a presence rule, you map the states between Contact Center and Salesforce. You also assign the presence rule to a team. When doing so, Contact Center validates that the team is assigned the Contact Center unavailable code. This may lead to a lot of manual work for enterprise organizations with many teams and unavailable codes.
In this release, you will be able to ignore the team validation. This will allow any unavailable code to be assigned to any team. If an agent changes their state to one that isn't assigned to their team, their state will change to the default Unavailable state.
You will be able to enable and disable this feature with a new toggle on the rule creation page. When enabled, the validation will not occur and you will be able to assign any presence rule to the team.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Two new features will be added to enhance the Performance Management data visualization and analysis capabilities:
These updates will provide you with deeper insights and enable you to make more informed decisions based on your data.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
This release will include an update to the Wallboards feature, specifically for the Current Agent State settings.
The Current Agent State Wallboard settings will move from the old stepper format to the new Slide-out Settings. This change will make the settings more familiar and easier to access.
This update is part of the ongoing efforts to improve the Wallboard settings and create a more consistent user experience across the platform. You'll find that managing your Current Agent State Wallboard will become more straightforward with this new layout.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You'll see two significant updates to the Gamification feature:
These updates will provide you with more comprehensive game insights and ensure more accurate payouts.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to configure your virtual agent to handle a contact that doesn't stop talking or gives an answer that's longer than expected. Setup for this feature will require some changes to your Next Prompt Behaviors and Default Next Prompt Behaviors snippets. This will give you greater control over how the virtual agent handles certain parts of the conversation.
| Customer Request | ✖ | UI Change | ✖ |
Availability | GA On deploy |
Autopilot with voice biometric authentication will be supported for FedRAMP moderate customers.
| Customer Request | ✖ | UI Change | ✖ |
Availability | GA On deploy |
Click-to-Call will become available in Brazil, Singapore, and UAE.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
ensure compliance with organizational break policies during schedule optimization and manual updates. This feature will streamline the scheduling process, minimize manual errors, and ensure agents receive their entitled breaks according to company policies.
This feature will require the Advanced license.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
This feature will enhance the accuracy of staffing to meet SLAs and ASA, leading to improved cost efficiency, operational excellence, and resource optimization. The staffing requirement calculations during the forecasting process will be updated, generating more accurate staffing requirements with higher sensitivity to parameter changes.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
This feature will add a "Received" data point to the forecast, offering a more detailed view of expected contact volumes. This additional data point will reduce reliance on external sources, improving overall efficiency.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
WFM will allow agent-specific availability parameters, enabling more fine-tuned scheduling. This will reduce the need for multiple weekly rules and ensure all agent-specific needs are accounted for during schedule generation.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
WFM will now incorporate agent preferences during schedule generation. Schedules will be generated while considering agent preferences, rather than matching schedules with agents based on preferences later. This enhancement will lead to more personalized and efficient scheduling.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
WFM will support flexible schedule optimization for multiple shifts per day. This will empower managers to define specific periods for optimization, enabling multiple automated scheduling adjustments within a day for enhanced efficiency and flexibility.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The enhancement will improve data resiliency and recovery for Intraday Manager. It will also boost WFM's reliability by mitigating data loss from ACD data feed outages. It will ensure data resiliency by retrieving missing data for up to 3 days, enhancing overall product trust and accuracy.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
WFM will introduce an open API to import agent earned balances, allowing you to sync between an external system (such as payroll or HR system) and WFM. This will ensure data consistency and accuracy, enhancing overall product trust and reliability. The API will also allow exporting of time-off summary data for reporting and analysis.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |