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This page shows the products and features currently planned for the 25.3 release cycle, which begins on 4 August 2025 and ends in late January 2026. 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.
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.
For systems that have opted in to Accelerated Business Continuity (ABC) and Multi-Region Disaster Recovery (MRDR), the login flow will be updated. Currently, a separate URL is required for users to log in to the MRDR tenant. In this release, the login process will be automated. When you enable ABC in Contact Center, users will automatically be redirected to the MRDR system without disruption. Users who have multiple accounts in the system will be prompted to choose the account they want to log in to. This will ensure a seamless user experience and provide uninterrupted access during outages, planned maintenance, or regional failures.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Currently, access and refresh tokens are stored without encryption. This poses security risks. In this release, tokens will be encrypted to provide better security. Token information cannot be stolen by threat actors after it has been encrypted.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
If a major problem is detected, your Contact Center system will enter safe mode. Safe mode will have limited routing functionality, but it will keep interactions routing to agents while preventing additional impact to users and your system. The activation and deactivation of safe mode will be automated. These routing settings will be honored when safe mode is activated:
At this time, routing attributes and bullseye ranges will not be honored in safe mode.
The safe mode functionality will be enabled by default for all systems with dynamic delivery in North America only. If you want to opt out of safe mode, you will need to contact your Contact Center Account Representative.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Contact Center will be fully available for sovereign cloud configurations in Australia and Europe.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, the ability to manage the lifecycle of interactions in your environment based on the dispositions agents assign to them is available in a controlled release. In this release, it will be removed.
For more details, select the Cloud Storage Services filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
All users will be moved to the new CXone Mpower Player. The old player will be retired. This update will provide a more consistent and modern experience for all users, with improved functionality and ongoing support.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Currently, Desktop Discovery is in a controlled release. In this release, it will become generally available.
Desktop Discovery will become a part of the Contact Center suite. This will leverage the Contact Center infrastructure and shared mechanisms. This significant infrastructure change will allow for streamlined deployment, simplified ongoing maintenance, and improved performance.
Customers who already have Desktop Discovery will notice new features in this release. For more details, select the Desktop Discovery filter on the top right.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On delpoy |
Currently, Noise Cancellation is in a controlled release. In this release, it will become generally available.
Noise Cancellation will reduce background noise and echoes during a voice interaction from the agent side, the contact side, or both. Your agents and contacts will experience a more professional interaction without the distraction of other voices, traffic, typing, and so on. It will do this without any latency. Noise Cancellation will work with any headset, but wired USB headsets will work best.
It will be available for use with Agent and Agent for SCV. To enable Noise Cancellation for one of these agent applications, you will need to contact your Contact Center Account Representative. Once enabled, it will become available for all agents using that application.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
1CX is a cloud-based, unified communications application for business users. It has been available since last year but was not previously announced. It cannot be used as a stand-alone product.
1CX supports:
If you want to enable 1CX for your organization, contact your Account Representative.
Customers who already have 1CX will notice new features in this release. For more details, select the 1CX filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, you need to use Contact Center telephony with 1CX. In this release, you will be able to use 1CX with your preferred carrier. You will need to work with your Contact Center Account Representative to configure this.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to send text messages to other users in your 1CX system.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, a change log, or audit history, isn't available for dispositions. In this release, dispositions will show an audit history. Additionally, the ACD skill audit history will show details about when a disposition was added to, or removed from, the ACD skill.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
All systems, regardless of whether they use Digital Experience, will have a default digital ACD skill. This digital ACD skill will be a static value that you cannot modify in the user interface or with bulk upload. You will not be required to take any action for this update.
For more details, select the Digital Engagement filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Integrated matching ensures that the priority levels of voice and digital interactions compare correctly so that the interaction with the highest priority routes first. For Digital Experience interactions, it more intuitively applies the contact threshold settings selected at the user and team level. Without integrated matching, all digital channels are limited by the Digital contact threshold. With integrated matching, digital chats are constrained by the Chats setting, digital emails by the Emails setting, and so on. The Digital contact threshold only applies to social media channels and other digital channels that aren't represented elsewhere in the settings.
Currently, integrated matching is in a controlled release. In this release, it will become generally available. It will be enabled by default for new tenants. If you have an existing tenant enabled for dynamic delivery without integrated matching, you will need to contact your Contact Center Account Representative if you want to enable it.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Advanced routing features will become available in EU sovereign cloud configurations, Japan, and UAE.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Data conversation capabilities will be enhanced by combining grains and schemas. This will allow questions that cover contact, agent contact, and segment-level data for improved contact center insights. You will now be able to combine different data types, like analytics and quality management data, to ask specific questions. For example, you could find out the average customer sentiment for calls longer than 10 minutes or the active listening score for shorter calls. You could also find the 10 agents with the highest average hold times along with the average customer sentiment score. Only records with a single segment for a contact are included in the result.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Currently, Actions lets you generate knowledge articles only if you have Expert. In this release, you do not have to have Expert to generate knowledge articles. If you have your own knowledge base system and an Interaction Analytics license, you can use AI-powered knowledge generation to create articles and export them to documents. However, publishing to knowledge bases will still be restricted to Expert users only.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
This feature will let you search existing knowledge base content integrated through the Knowledge Hub. You will then be able to combine it with top agent conversations to generate more complete and accurate articles. If you are using Expert, you will need read access to articles. If you are using a different knowledge source, you will need view access in the Knowledge Hub.
Actions will rename Search and Add from Expert to Search and Add from Knowledge Base. With this update, users without Expert will be able to search their knowledge base for related information to expand in the generated articles.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Actions will introduce two new metrics:
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Currently, Actions provides anomaly detection metrics for voice. In this release, Actions will also provide anomaly detection metrics, root cause analysis, and top contributors for the Digital Chat channel. You can view anomalies by channel type, with this release focusing on the chat channel.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
This update will introduce comprehensive end-to-end reporting for Autopilot Knowledge, including details about overall effectiveness, engaged customers, contained customers, elevated metrics, and abandoned metrics. Additionally, it will include generative AI performance reporting on all questions directed to the knowledge base and bot performance analysis of bot intent behavior.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Observability Copilot will let you explore Observability Dashboard data using natural language. You will be able to ask questions about the data, receive insights and actionable suggestions, and perform actions directly within the Observability Dashboard when using the Observability Copilot. It will also support category management, allowing you to understand category distribution and assess query quality. You will be able to manage categories through natural language by adding, removing, or renaming them. Additionally, you will be able to generate knowledge by topic directly from the natural language interface.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
You will be able to monitor feedback from Copilot for Agents within the Observability Dashboard, including suggestions and overall call feedback.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, you can generate knowledge directly from the Observability Dashboard and publish it to Expert. In this release, you will be able to view previously generated knowledge, whether created by you or other users.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Permissions page under Roles and Permissions will be improved to provide a better user experience. The appearance of the permission buttons will be changed so it's easier to tell which permissions are enabled. A horizontal scroll bar will be added to make navigating the page easier when there is a large set of permissions.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Employee templates will allow you to create collections of employee profile settings that you can use to quickly create new employee profiles. When you create a new employee profile, you will load the template you need. This will apply the preselected settings to the profile. You will then need to enter the settings the template doesn't include. If needed, you will also be able to adjust the settings the template applied.
Employee templates will include these settings: Team, Primary Role, Time Zone, Attributes, Login Authenticator, Secondary Roles, Views, and WEM Skills. You will have the option to exclude any of these settings from the template to force a manual selection for each employee. For example, if you're a global organization, you could exclude the Time Zone setting so a time zone must be selected manually when the template is used to create an employee profile.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, Contact Center supports SCIM using client secret and API key definitions. In this release, it will support SCIM using bearer tokens. This will allow you to use SCIM for identity providers (IdPs) that require bearer tokens, like EntraID.
You will create SCIM-specific bearer tokens directly from the Account Settings page. This will be a faster and more user-friendly method than is currently available. When you create a bearer token, you will only be able to see the token once for security purposes. The token will be scoped specifically and exclusively for SCIM APIs. It will not grant access to any other APIs or services.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Entities throughout the Admin application include a Change History tab that lets you see a log of changes made to the entity. This tab will include a subtle update to the look and feel.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Desktop profiles will allow you to customize the agent experience using:
In future releases, additional settings will be added to desktop profiles.
After you create and configure desktop profiles, you will be able to assign them to teams of agents. You will be able to access desktop profiles by navigating to Agent Integrations > Desktop Profiles.
| Customer Request | ✓ | UI Change | ✓ |
Availability | CR On toggle |
Enhanced Customer Card (ECC) will be available in Agent. It will provide customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that will help agents handle interactions. When enabled, Enhanced Customer Card will displace the current Customer Card.
ECC will contain the following features:
| Customer Request | ✓ | UI Change | ✓ |
Availability | CR On deploy |
The following changes will be made to the email experience in Agent:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
The following changes will be made to the Interactions tab in Search:
Sorting will support both ascending and descending order, alphabetically or numerically.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
You will be able to more clearly notify agents that calls are being recorded by:
You will need to contact your Account Representative to enable these for your tenant.
Additionally, the Recording icon will be updated to a more modern, noticeable design.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
The following changes will be made to the favorites functionality in Agent:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, to view all entries in the Directory, agents must perform a blank search. That is, they must click in the search bar, leave it empty, and press Enter on their keyboard. In this release, Directory entries will load automatically when agents open the Directory. This will apply to all the directories they can select from the drop-down. Additionally, performance enhancements will be made to help directory entries load faster.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Currently, all CRM configurations are connected to the North America region. In this release, you will be able to choose which region you want your CRM configurations to be connected to. A new drop-down called Select Region will be added to the Create Configuration form in Agent Integrations. You will be able to select from the AMERICAS, APAC, and EMEA regions.
If you change the region of a CRM configuration, you'll need to re-authenticate, re-create data memorialization and dynamic data mappings, and reconfigure the WORKFLOW EXECUTE and AGENT WORKFLOW CONFIGURATION actions in your Studio script.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
If a CRM configuration is about to expire, a reminder to re-authenticate your CRM will appear in the Create Configuration form in Agent Integrations. It will also be sent to your email.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agent will be available for sovereign cloud configurations in the UK.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the digital interaction experience in Agent:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Cognigy will become a certified agent assist application. You will be able to select it when adding a new agent assistant profile in Agent Assist Hub. It will support both voice and digital channels. See the Cognigy website for information on what kinds of help Cognigy can offer agents.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Salesforce Assist will have its own license available for purchase. You will no longer need to purchase an Agent Assist Hub license to use Salesforce Assist. This license will be billed on a usage-based model.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
If the audio stream for a custom agent assist integration stops, a new WebSocket payload will appear with the CTI event (that is, the reason for the disconnection). CTI events include:
This will provide faster real-time insights into audio interruptions. To enable this, you'll need to turn on a new CTI Event setting in the Custom Agent Assist Endpoint app.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Currently, if you need both the contact and the agent audio, it requires two WebSocket connections. In this release, Custom Agent Assist Endpoints will support using a single WebSocket to stream both the contact and agent audio. Using one WebSocket is easier and less expensive for managing audio for your agent assist application.
To enable this, you'll need to select Multiplex in the Participants setting in the Custom Agent Assist Endpoint app.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The interface for relating Microsoft Dynamics records will be updated. It will match how agents relate ServiceNow records.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new setting called Enable auto expand of agent will be added to the Display & Keyboard tab in Settings. When enabled, Agent for Salesforce will expand if the agent receives a new interaction while the agent application is minimized. This will allow agents to focus on other screens in Salesforce with the peace of mind that they won't miss calls, chats, and so on.
This will apply to calls, digital interactions, voicemails, and work items. By default, Enable auto expand of agent will be disabled.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Desktop profiles will allow you to customize the agent experience using:
In future releases, additional settings will be added to desktop profiles.
After you create and configure desktop profiles, you will be able to assign them to teams of agents. You will be able to access desktop profiles by navigating to Agent Integrations > Desktop Profiles.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
Enhanced Customer Card (ECC) will be available in Agent Embedded. It will provide customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that will help agents handle interactions. When enabled, Enhanced Customer Card will displace the current Customer Card.
ECC will contain the following features:
| Customer Request | ✓ | UI Change | ✓ |
Availability | CR On deploy |
The following changes will be made to the email experience in Agent Embedded:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
The following changes will be made to the Interactions tab in Search:
Sorting will support both ascending and descending order, alphabetically or numerically.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
You will be able to more clearly notify agents that calls are being recorded by:
You will need to contact your Account Representative to enable these for your tenant.
Additionally, the Recording icon will be updated to a more modern, noticeable design.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
The following changes will be made to the favorites functionality in Agent Embedded:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, to view all entries in the Directory, agents must perform a blank search. That is, they must click in the search bar, leave it empty, and press Enter on their keyboard. In this release, Directory entries will load automatically when agents open the Directory. This will apply to all the directories they can select from the drop-down. Additionally, performance enhancements will be made to help directory entries load faster.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Currently, all CRM configurations are connected to the North America region. In this release, you will be able to choose which region you want your CRM configurations to be connected to. A new drop-down called Select Region will be added to the Create Configuration form in Agent Integrations. You will be able to select from the AMERICAS, APAC, and EMEA regions.
If you change the region of a CRM configuration, you'll need to re-authenticate, re-create data memorialization and dynamic data mappings, and reconfigure the WORKFLOW EXECUTE and AGENT WORKFLOW CONFIGURATION actions in your Studio script.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
If a CRM configuration is about to expire, a reminder to re-authenticate your CRM will appear in the Create Configuration form in Agent Integrations. It will also be sent to your email.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agent Embedded will be available for sovereign cloud configurations in the UK.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the digital interaction experience in Agent Embedded:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Desktop profiles will allow you to customize the agent experience using:
In future releases, additional settings will be added to desktop profiles.
After you create and configure desktop profiles, you will be able to assign them to teams of agents. You will be able to access desktop profiles by navigating to Agent Integrations > Desktop Profiles.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
Enhanced Customer Card (ECC) will be available in Agent for Microsoft Teams. It will provide customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that will help agents handle interactions. When enabled, Enhanced Customer Card will displace the current Customer Card.
ECC will contain the following features:
| Customer Request | ✓ | UI Change | ✓ |
Availability | CR On deploy |
The following changes will be made to the email experience in Agent for Microsoft Teams:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
The following changes will be made to the Interactions tab in Search:
Sorting will support both ascending and descending order, alphabetically or numerically.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
You will be able to more clearly notify agents that calls are being recorded by:
You will need to contact your Account Representative to enable these for your tenant.
Additionally, the Recording icon will be updated to a more modern, noticeable design.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
The following changes will be made to the favorites functionality in Agent for Microsoft Teams:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, to view all entries in the Directory, agents must perform a blank search. That is, they must click in the search bar, leave it empty, and press Enter on their keyboard. In this release, Directory entries will load automatically when agents open the Directory. This will apply to all the directories they can select from the drop-down. Additionally, performance enhancements will be made to help directory entries load faster.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Currently, all CRM configurations are connected to the North America region. In this release, you will be able to choose which region you want your CRM configurations to be connected to. A new drop-down called Select Region will be added to the Create Configuration form in Agent Integrations. You will be able to select from the AMERICAS, APAC, and EMEA regions.
If you change the region of a CRM configuration, you'll need to re-authenticate, re-create data memorialization and dynamic data mappings, and reconfigure the WORKFLOW EXECUTE and AGENT WORKFLOW CONFIGURATION actions in your Studio script.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
If a CRM configuration is about to expire, a reminder to re-authenticate your CRM will appear in the Create Configuration form in Agent Integrations. It will also be sent to your email.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agent for Microsoft Teams will be available for sovereign cloud configurations in the UK.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the digital interaction experience in Agent for Microsoft Teams:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Desktop profiles will allow you to customize the agent experience using:
In future releases, additional settings will be added to desktop profiles.
After you create and configure desktop profiles, you will be able to assign them to teams of agents. You will be able to access desktop profiles by navigating to Agent Integrations > Desktop Profiles.
| Customer Request | ✓ | UI Change | ✓ |
Availability | CR On toggle |
Enhanced Customer Card (ECC) will be available in Agent Integrated. It will provide customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that will help agents handle interactions. When enabled, Enhanced Customer Card will displace the current Customer Card.
ECC will contain the following features:
| Customer Request | ✓ | UI Change | ✓ |
Availability | CR On deploy |
The following changes will be made to the email experience in Agent Integrated:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
The following changes will be made to the Interactions tab in Search:
Sorting will support both ascending and descending order, alphabetically or numerically.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
You will be able to more clearly notify agents that calls are being recorded by:
You will need to contact your Account Representative to enable these for your tenant.
Additionally, the Recording icon will be updated to a more modern, noticeable design.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
The following changes will be made to the favorites functionality in Agent Integrated:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, to view all entries in the Directory, agents must perform a blank search. That is, they must click in the search bar, leave it empty, and press Enter on their keyboard. In this release, Directory entries will load automatically when agents open the Directory. This will apply to all the directories they can select from the drop-down. Additionally, performance enhancements will be made to help directory entries load faster.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Currently, all CRM configurations are connected to the North America region. In this release, you will be able to choose which region you want your CRM configurations to be connected to. A new drop-down called Select Region will be added to the Create Configuration form in Agent Integrations. You will be able to select from the AMERICAS, APAC, and EMEA regions.
If you change the region of a CRM configuration, you'll need to re-authenticate, re-create data memorialization and dynamic data mappings, and reconfigure the WORKFLOW EXECUTE and AGENT WORKFLOW CONFIGURATION actions in your Studio script.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
If a CRM configuration is about to expire, a reminder to re-authenticate your CRM will appear in the Create Configuration form in Agent Integrations. It will also be sent to your email.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agent Integrated will be available for sovereign cloud configurations in the UK.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the digital interaction experience in Agent Integrated:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A new set of APIs will let you perform read and write operations on Interactions Hub data policies. These will help automate compliance processes by accessing and updating data policies.
| Customer Request | ✖ | UI Change | ✖ |
Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
Two new Workforce Management APIs will let you update and view agents' allotted time off outside of WFM:
To use both API calls, you will need to provide an activity code.
| Customer Request | ✖ | UI Change | ✖ |
Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
Partners will be able to programmatically get and submit their product usage data with a new pair of API calls. Contact your Contact Center Account Representative with questions.
| Customer Request | ✖ | UI Change | ✖ |
Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
Three APIs for scheduling callbacks will be updated to version 32. The new version will introduce calendarEventId to the request and response. This enables Microsoft Outlook calendar integrations from the agent application. It will allow agents to receive notifications for new, upcoming, and modified commitments from the Outlook email client. Also, if agents have Outlook installed on their mobile devices, they will receive notifications even if they aren’t logged in.
The following APIs will be updated to version 32:
| Customer Request | ✖ | UI Change | ✖ |
Breaking Change | ✖ | Impacted Versions | V32 | Availability | GA On deploy |
Attendant will support sovereign cloud configurations in the UK.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Autopilot Amelia will upgrade to Amelia version 6.15.3. You can download the version 6.15.3 release notes.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, Autopilot uses the standard prompts created in GenAI Prompt Editor. In this release, Autopilot will be able to use custom prompts created in GenAI Prompt Editor.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Contacts will be able to rate their experience with Autopilot by providing a thumbs up or thumbs down. The feedback will be available on the Autopilot panel in the Observability Dashboard.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Knowledge Hub will provide support for Autopilot.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Autopilot will be available for Sovereign cloud configurations in Australia and FedRAMP.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, one AutoSummary license is available. The AutoSummary Copilot license gives you the complete version of AutoSummary. It works with Agent, Agent Embedded, Agent for Microsoft Teams, and Agent Integrated.
In this release, an AutoSummary FedRAMP standalone license will be available. It will be FedRAMP-compliant and available for MAX customers. Supported features will include real-time summaries, customer sentiment analysis, and transfer summaries in addition to the final summary.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, the AutoSummary appears in the Disposition Notes field in the Outcome window of the agent application. In this release, you will be able to choose where the AutoSummary appears. You will be able to display the summary as a card in the App Space, in the Disposition Notes field, or in both locations.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Bot Builder will be renamed as Mpower Agent Builder. Mpower Agent Builder will let you create virtual agents, which will now be called Mpower agents. Mpower Agent Builder will behave the same as Bot Builder, with the additional new features outlined below.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, you create flows by manually adding intents and responses to the flow designer canvas. In this release, a panel to the right of the flow designer canvas will let you generate flows using natural language. For example, you might request a flow to reset a password. A proposed flow will be generated using the workflow components in the flow designer. You will be able to request further changes to your flow or you will be able to fine-tune the flow yourself. This will help save time when creating Mpower agents.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
A new panel named Copilot Script Editor will be available when using the Script Editor. You will be able to use this panel to learn more about a script by asking natural language questions. You will also be able to request general to line-level changes to the script. As the Copilot generates new code or modifies existing code in your script, you will be prompted to save or discard the changes. This will also help save time when creating Mpower agents.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
You will be able to include a generated conversation summary when handing over a conversation from an Mpower agent to a live agent. To use handover summaries, you will need to check the Include conversation summary option when using the Handover action. This will help agents quickly get up to speed and proceed with the interaction.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, when you add a new intent to an Mpower agent, you must manually add examples of how contacts express that intent. For example, variations on hello might include hi, hey, howdy, greetings, good morning, and so on. In this release, you will be able to request that Mpower Agent Builder generates the intent examples for you. It will use generative AI via OpenAI's API to add examples to intents. This will save you the time of looking up real utterances that contacts use and adding them to your Mpower agent. However, you will still need to review the suggested examples to ensure they are valid for the intent.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to add forms in the flow designer for capturing user information.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, the ability to manage the lifecycle of interactions based on their dispositions is available in a controlled release. In this release, it will be removed. If you use this feature, you will need to replace the functionality using Interactions Hub Data Policies.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
Currently, if Task Assist automations have been created, agents can manually scroll through them and initiate as needed. In this release, you will be able to configure Task Assist to be proactively offered to the agent based on the transcript. For example, if the transcript includes information about password issues, and you have a reset password task automation, then that task card will be offered to the agent. The agent can either choose to start the task or to ignore it.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
If you have knowledge articles written for different audiences (such as customers and agents), you will be able to configure Secondary KB Answers. You will be able to present two different KB Answers for the same question by applying filter criteria specific to the target audience. For example, internal-use articles may have a tag named Internal that is applied for filtering purposes. Secondary KB answers appear as sub-cards inside the primary KB answer.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, the Copilot AutoSummary appears in the Notes field of the Outcome Panel. In this release, you will be able to modify preferences on where and how the AutoSummary is displayed. In addition to (or instead of) being presented in the Notes field, AutoSummary can be presented in a new AutoSummary card within the Copilot for Agents. This will enable agents to optionally view and edit the AutoSummary in Copilot for Agents without needing to have dispositions enabled on the skills.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, you can edit the generative AI prompts for Copilot AutoSummary, KB Answers, and Journey Summary. In this release, you will also be able to configure custom Al prompts for:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The following improvements will be made to the Copilot for Agents user interface:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to filter your entire dashboard with one click. You'll save time by applying filters across all widgets simultaneously, instead of adjusting them one by one. Whether you're working with existing widgets or adding new ones, your filter settings will automatically apply across all dashboards.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
You will be able to open the Interaction Analytics application directly from the Frustration widget. When you use the link, it will keep your current filters and context so you won’t need to reset them. This will help you move from summary data to detailed analysis more easily.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
This release will add two new metrics to improve wait time measurement. These updates will help provide a more accurate view of performance and support better staffing decisions.
The first metric, ASA without Callback Time, will show the average time inbound contacts wait in queue, excluding any time spent on virtual callback holds. The second, Speed of Answer without Callback Time, will measure total queue time for inbound contacts, also subtracting callback hold durations.
These changes will ensure that ASA reporting better represents the actual wait experience for customers.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The Dashboard will soon support full localization across all interface elements and data labels. This update will make it easier for users around the world to navigate and understand the dashboard in their preferred language. Translations will include metric names, modals, tooltips, legends, agent and contact states, channel names, filter labels, settings, error messages, refresh timers, and system labels.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
A new QM widget, Quality Evaluations, will provide a structured, table-based view for detailed quality management evaluations.
You will be able to select your preferred report set, such as Evaluation Details, Evaluation Question Details, and Evaluation Question and Answer Details, for a comprehensive, structured view.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
The Quality Score widget will now feature a streamlined Channel View. It will offer you valuable insights into how quality scores vary across different communication channels such as email, chat, and phone. This view will help you identify the channels that may be influencing performance and enable more targeted and effective improvements.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
This release will introduce a new Coaching widget, KPI Trend and Coaching Events. This widget will help you connect coaching efforts with performance outcomes. By integrating coaching events with metric trends, you will see a visual representation of how coaching impacts key performance indicators. This will support you in refining coaching strategies and improving team performance. You will require a Performance Management Next Generation license for this widget.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
Two new PM widgets will be introduced to enhance visibility into gamification performance. These widgets will require a PM license:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
Dashboard will have an improved user interface to make it more modern and accessible.
You'll be able to see clearer and more readable widget titles across all screen sizes. Long titles will be smartly shortened, with full details available when you hover over them. This update will make it easier for you to quickly scan and understand your widget information at a glance.
This release will include a comprehensive update to the Dashboard UI library. This update will replace all existing components with redesigned, accessibility-first versions. You'll see updated styles, new theme options, and expanded APIs.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
Four new reporting templates will be added to Dashboard in this release:
These reports aim to provide more comprehensive data to help you improve efficiency, quality, and team performance.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
In October 2025, Snowflake will require multi-factor authentication (MFA) for user accounts. This may impact your Data Share setup if you have a program accessing data from the Snowflake account. To accommodate this change, you will be able to create a service user in the Data Share interface. The service user will allow you to use a different type of authentication instead of MFA and continue using your data sharing setup.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
The Configuration Update feature will allow admins and supervisors to manage Desktop Discovery client configurations. Admins and supervisors will be able to create new client configurations and easily assign them to teams based on their requirements.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
The data discovery client will collect events originating from the agent's mouse and keyboard activities, including left-click, right-click, scrolling, special keyboard combinations (such as CTRL+C and CTRL+V), and regular text entry.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
This feature will ensure that sensitive data is processed on the client side before being transmitted to Contact Center, protecting it from exposure to unauthorized external entities. By default, this feature is disabled.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Omni Agent Light is an agent client designed to enhance digital engagement within Salesforce. Built for both enterprise and mid-market sizes, Omni Agent Light delivers a unified, AI-enhanced interface that simplifies agent workflows, improves first contact resolution (FCR), and elevates the overall customer experience. By embedding directly into Salesforce cases, this solution eliminates the need for screen switching and brings all digital interactions into a single, intuitive workspace.
Key features of Omni Agent Light:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
BluIP is a secure, comprehensive unified communications suite (UCaaS). Together with Contact Center, it offers a scalable solution for modern enterprises. BluIP complements Contact Center by extending its capabilities beyond the contact center. This includes replacing legacy PBX systems, enabling Microsoft Teams as a full-featured phone system, and supporting BPOs with lightweight agent tools. BluIP focuses on the following key communications use cases:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
Floatbot is a GenAI platform for building intelligent, voice-enabled virtual agents and copilots. The Floatbot platform will receive the following enhancements:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
SpinSci AI Encounters leverages Contact Center data and EHR integration to provide full contextual awareness of patient interactions across calls and chats. This enables deeper insights into the patient journey.
Key Features:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
EHR WFM Connect bridges IEX WFM with EHR queue structures, enabling intelligent forecasting for both call and non-call tasks.
Key Features:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
HelpDesk Patient Engage expands SpinSci self-service capabilities by automating common patient support tasks, such as password resets for patient portals like MyChart.
Key Features:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
The Operator Console modernizes inpatient communication workflows by integrating emergent dispatch capabilities directly into the Contact Center platform. It replaces siloed legacy systems with a unified, intelligent operator interface.
Key Features:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
SecurePay is a joint solution by SpinSci and NICE that enables secure, real-time patient payment processing directly within EHR environments, like Epic, Cerner, or Athena. It integrates a hosted IVR payment terminal that collects payment information off-network, ensuring compliance and security.
Key Features:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
Sycurio will release a new tool called Sycurio.Digital that works with Contact Center. It helps agents take secure payments from customers during digital conversations.
Key Features:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
New properties will be available for the AskCaller and Txtmsg Studio actions for digital scripts.
For more details, select the Studio filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Estimated Wait Time Studio action will support all branch conditions for digital scripts. This means you will be able to use all input and output properties for this action with digital scripting.
For more details, select the Studio filter on the top right.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Digital scripts will only remain active when necessary. They will go to sleep when they're not in use. For example, scripts remain active until they reach an action that requires them to wait, such as OnAssignment or OnRelease. This update will maximize the system's capacity to handle contacts and run scripts.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
To optimize and streamline routing, existing configurations for legacy digital channels will be updated to digital-native versions of:
This will affect existing ACD email, chat, and SMS channels. Agent associations with the legacy versions will also be updated. The digital points of contact, skills, and scripts will have the same names with "DX" appended. NICE Services personnel will handle this update for you.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, interactions can be processed without being associated with a skill. However, digital points of contact must be assigned a default skill for interactions to be processed and routed correctly.
In this release, all systems will have a default digital ACD skill. If a point of contact is not associated with a script, a default skill will be added automatically. It will enable better routing flow for digital interactions, and allow reporting to always be able to filter interaction data by skill.
This digital ACD skill will be a static value that you cannot modify in the user interface or with bulk upload. New organizations will be set up with a default digital skill ID. Existing organizations will be given a default digital skill ID that will be mapped for them. You will not be required to take any action for this update.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, outbound contacts aren't assigned a customer identity. This means that customer cards appear without an inbound message and cannot be resolved properly. In this release, all contacts will be assigned a customer identity to avoid this issue. This will improve the accuracy of reporting for digital interactions.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to include custom headers in the middleware for Bring Your Own Channel (BYOC). This will allow you to include the specific data you want for your BYOC integration channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to filter incoming email attachments by file type. Inbound emails will only allow attachments with file types you approve. When an inline attachment is rejected, a message will indicate that the attachment is not allowed.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Currently, certificate-based authorization for custom SMTP servers is supported. In this release, the authentication method will be upgraded to require OAuth 2.0 for outbound emails. Your Contact Center Account Representative will primarily handle this for you. However, the change will require you to enter updated credentials to authenticate your custom SMTP server. If you don't, your ability to send emails may be impacted.
If you use a custom SMTP server, be prepared for this update to be available in mid-July.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, when an agent forwards their last outbound message to another recipient, threading is lost. This means the recipient can only see the most recent message instead of the whole conversation thread. In this release, forwarded messages will include the entire conversation thread. This will make it easier to follow conversation details.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Currently, email headers display a timestamp showing when messages are sent in UTC time. In this release, when agents reply to or forward emails, the email details will display the time messages are sent according to the local time zone of your business unit.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
The Digital Engagement API will be updated so that it can change the title of an email message when used with a Studio script. This could be used, for example, to support automatically customizing a subject line with information from another source. Any new replies or forwarded messages sent after the subject line is updated will use the new subject line.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Sinch SMS will be available in new regions.
For more details, select the Voice filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to use an Alphanumeric Sender ID, also called an Alpha Code. This will let you send messages from a personalized sender ID, like the name of a business, instead of a number.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, contacts can reply to a specific message in interactions on Facebook Messenger channels. In this release, when contacts reply to a specific message, the agent will be able to see which message the contact is replying to on their end of the conversation as well. This will provide agents with more context and help them better understand the relevance of the message. Contacts will also be able to add images, GIFs, stickers, or video files to specific messages.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Contact Center supports several messaging and social channels that depend on third-party vendors, such as WhatsApp, Google, Apple, and so on. Support for digital messaging platforms will be available in sovereign cloud configurations in Australia and the EU. This regional expansion is dependent on other third-party vendors. Availability timelines are subject to change.
These messaging platforms will be available for sovereign cloud configurations in Australia and the EU:
These messaging platforms will also be supported for sovereign cloud configurations in the EU only:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
The following Meta channels will be available in the UAE region and for FedRAMP Moderate customers.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Elements of the chat window will be redesigned to improve the accessibility and user experience of digital chat. The following chat elements will receive updates:
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Updates will speed up the amount of time it takes the chat window to load. This will provide a better user experience and help contacts receive help more quickly.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
NICE supports two major versions of the Mobile SDK: the current version and one before. A new error will prompt you to update your SDK version if it falls to an unsupported version. The new error, sdkVersionNotSupported, will be added to the CxoneChatError list. This will help you keep your mobile chat functionality current with Contact Center.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
Multi-ACD will be renamed to Engagement Hub to better reflect its role in managing customer interactions. The name change will appear across the UI and documentation without affecting functionality.
A new integration with Microsoft Teams will enable voice call recording through Engagement Hub. Calls will be recorded in stereo using the NICE Recording Bot, deployed in a NICE Azure account. The setup will be simpler than other telephony integrations, requiring no VPN tunnels or customer SBCs. This feature will support new customers and help existing Engagement Hub and OCR users expand their recording capabilities to back-office users.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Engagement Hub will introduce a new integration with Genesys systems using T-lib for CTI and a customer-managed SBC for SIPREC. This feature will support recording of both simple and complex voice calls, with recordings available in Contact Center applications for monitoring, analysis, and compliance.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Engagement Hub will now support Ribbon (Sonus) as a customer-managed SBC for Cisco telephony integrations. This update will expand SBC options for customers, offering greater flexibility and compatibility with existing infrastructure. Configuration will be handled entirely on the customer side, with no changes required in Contact Center.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
Engagement Hub will now display the caller’s number (ANI) and the dialed number (DNIS) in the Interactions application fields and the Interaction Details section of the Player. This update will make it easier for users to identify calls. The fields will be populated automatically—no configuration is required.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Interactions will display a label for calls involving agents who are not properly linked to recording accounts. These calls will appear with the Unmapped Agent tag, making it easier to identify and resolve configuration issues. This helps ensure agents are correctly set up for recording with Engagement Hub.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
Contact Center will offer a new network connectivity option using Cato SD-WAN, providing a secure and private alternative to public Internet and VPN tunnels. Both CTI and media traffic (SIP/RTP) can be routed through this managed SD-WAN service, improving reliability and security. This feature is part of a controlled release and requires approval from the networking team for each deployment.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On toggle |
The Historical Data page will now display historical (actual) data for real-time WEM skills. ESP will retrieve the data daily for the previous day for real-time WEM skills in each ESP plan that does not have a status of Pending or Failed.
UTC and GMT time zones are supported. To cover the time zones, the data will appear on the Historical Data page for each date within 24 hours of the date. If there is user-entered historical data for a given date, it will replace the retrieved data.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
These features will be available later in the release cycle, tentatively in late July 2025.
Currently, when you email a survey invitation, the email displays a NICE Satmetrix logo. In this release, the system setting that controls removal of that logo from surveys will also remove it from emailed invitations.
This feature will allow you greater control over the branding and design of your survey invitation emails.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
You will be able to test your Digital surveys as you author them using fallback text that supports tokens. This includes support for complex survey paths. You will be able to do this testing right in the survey builder.
This real-time capability will improve your data quality, allowing you to test the logic and token usage prior to deployment. You will also enjoy a better, more streamlined authoring experience. You will find it easier to customize the survey experience using personalized tokens and response-dependent survey paths. This will result in a more tailored and engaging survey for your respondents.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Feedback Management will now use FIPS encryption. This ensures all sensitive data will continue to be protected according to the latest U.S. FedRAMP requirements and standards.
As part of ongoing development to maintain FedRAMP compliance standards for all customers, a CloudFront (CDN) implementation will replace the existing SFTP web server. While this change should improve performance and reduce load times, it will require you to change the URL you use for SFTP access.
What you need to change
When to make this change
You can do this anytime prior to the dates shown to ensure a smooth transition and uninterrupted service. Your current URL will no longer work after your upgrade. If you have questions, contact your Account Representative.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✖ |
Availability | GA On toggle |
Currently, after creating custom prompts, you can only test the prompts for AutoSummary and journey summary. In this release, you will also be able to test custom prompts for knowledge base (KB) answers.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
You will be able to edit the prompt instructions through AI. This feature will help you write and refine the instructions using an LLM. You will be able to refine the results as many times as you want and choose to replace or insert the generated content. This will help ensure greater flexibility and precision in prompt creation.
For example, if you are creating a prompt to handle customer service inquiries, you might start with a basic instruction like "Help me with the product issue." The AI can refine this by suggesting more specific language and additional details. For example, it could create a step-by-step troubleshooting guide and ask specific questions to diagnose the issue. You can review these suggestions, make further edits, and insert the refined content into your prompt, such as "Can you describe the issue you're facing with the product? Let's go through some troubleshooting steps together."
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Currently, you can only edit the generative AI prompts for CopilotAutoSummary, KB answers, and journey summary. In this release, you will also be able to configure AI prompts for these Copilot for Agents features:
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Currently, Autopilot uses the standard prompts created in GenAI Prompt Editor. In this release, Autopilot will be able to use custom prompts created in GenAI Prompt Editor.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Currently, when you create a new engagement rule, you cannot test the rule before deploying it to a production environment. In this release, the Web Assistant will be expanded to support testing engagement rules.
The Web Assistant will have three tabs:
To use the new Web Assistant, you will need to drag the updated bookmarklet on the Web Assistant page to your bookmark bar.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Integration Hub will be available for sovereign cloud configurations in Japan, Canada, and the EU.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
If you have the Admin permission, you will be able to delete a private or public saved search regardless of who originally created it. This will be helpful for removing saved searches created by deactivated users.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
In the transcript viewer, the audio player will display an updated UI. You will be able to open the player in a new window.
For more details, select the Recording filter on the top right.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
With the new Change Retention policy type, you will be able to change how long interactions are stored. Based on business or legal needs, you will be able to shorten or extend the retention period or even keep it forever.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
With this feature, sensitive data will be automatically redacted from every analyzed call after it ends. This will happen without relying on policy triggers or agent behavior, helping reduce risk and improve compliance.
This feature will be defined in the new Global Settings page, where administrators can also restrict playback until redaction is complete.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Users with the Override Redaction permission will be able to access and view the original, unredacted recordings.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
API calls will allow teams to create and manage Media Deletion policies automatically without using the Data Policies user interface. This will help you connect deletion actions with your internal systems.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
When you create a policy, the new Recording Quality criteria filter will let you apply actions to interactions with low recording quality. For example, if a call recording has poor audio, it can be deleted or redacted automatically.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Widgets will soon show interaction statistics grouped by compliance status:
This update will help users quickly identify items that need attention. It will be available for both standard and custom widgets.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Users will be able to search for different criteria in the policy definition form.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agents will soon get real-time alerts in the Agent app when call recording starts, stops, fails, or has poor quality. These notifications will help agents stay informed and follow recording rules more easily. A Data Policies license will be required.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Knowledge Hub will provide support for Autopilot.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Users will soon have access to a new Dashboard quick link. This feature will allow users to quickly check their performance, ranking, and progress in real-time and during their shifts. They will also be able to compare their performance with their peers, encouraging healthy competition.
This feature requires a PM – Insights license to activate.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Users will soon see a new Marketplace quick link. This feature will allow users to redeem virtual coins during their shifts, enhancing their satisfaction and engagement at work.
This feature requires a PM – Act license to activate.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Integrated matching ensures that the priority levels of voice and digital interactions compare correctly. This enables the interaction with the highest priority to route first. Currently, it's in a controlled release and a NICE employee must enable it. In this release, it will be generally available. Internal and partner support personnel can enable this Integrated Matching setting in each tenant profile under Applications & Features > ACD > Advanced Routing Features. It will be enabled by default for new tenants.
For more details, select the ACD filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to rearrange the tabs on your dashboard to better suit your workflow. This enhancement will allow you to prioritize the information that matters most to you by organizing tabs in your preferred order. The feature will be available to all users, regardless of role, and your custom tab arrangement will be saved automatically even after you log out and log back in.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
You will soon have access to a new Current Agent State slide in the Wallboard slide selector. This slide will automatically adjust to fit a variety of screen sizes, making it easier to view across different devices. The supported screen resolutions will include:
This update will help ensure a consistent and optimized display experience, no matter what screen you're using.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
You will see a clearer distinction between missing data and actual zero values. When there is no data available, the system will show "No Data" instead of "0". If the value is truly zero, it will still appear as "0". This update will help you better understand your metrics and avoid confusion.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new Games Tracker widget will be introduced under the PM widgets in Dashboard. It will allow you to track your agents' active, upcoming, and recently finished games, showing progress, rankings, milestones, and goals in a card-style layout. It will support all Performance Management Next Generation games and display games from the last two weeks.
This feature requires a PM – Act license to activate.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
You will see a new KPI Trend and Coaching Events widget under the Coaching widgets in the Dashboard application. This widget will help you connect coaching efforts with performance outcomes using clear visual trends. It will support better coaching strategies and team performance.
This feature requires a PM – Act license to activate.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
You will see a new My Ranking widget under the PM category in the Dashboard application. You will be able to view your rank compared to your team’s rank based on six key metrics. Filtering will be available at the individual agent level.
This feature requires a PM – Insights license to activate.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
You will be able to set budget alerts at 25%, 50%, 75%, and 100% to track your company’s gamification spending. You will receive notifications through Contact Center Notification Center and email, helping you stay on top of expenses and improve ROI.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
You will get out-of-the-box integration with IEX. You will be able to use its metrics directly in Dashboard widgets, making it easier to access key data without extra setup.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Users will soon have access to a new Dashboard quick link in My Zone. This feature will allow users to quickly check their performance, ranking, and progress in real time and during their shifts. They will also be able to compare their performance with their peers, encouraging healthy competition.
This feature requires a PM – Insights license to activate.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Users will soon see a new Marketplace quick link in their My Zone application. This feature will allow users to redeem virtual coins during their shifts, enhancing their satisfaction and engagement at work.
This feature requires a PM – Act license to activate.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The premium version of Quality Management will soon be phased out. Instead, Quality Management Premium features will be available as add-ons to your existing Quality Management Advanced (QMA) plan, giving you more flexibility and control.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
You will soon be able to use custom values in your Quality Planner for tickets, giving you more flexibility and control over your data. The system will automatically detect or create attribute values, so you won’t have to do it manually. Even if there are new or unknown attribute values, your tickets will continue to be processed smoothly. Your data will stay organized over time. You will be able to manage custom values through different states like active, inactive, and deleted.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
A new Metrics tab will soon be available in your ticket viewer, which will give you deeper insights into each ticket. The updated Metrics tab will include:
Also, Segment ID will be renamed to External Ticket ID for clarity. This update will give you a clearer, more complete view of every ticket. It will also help you track performance, understand ticket journeys, and make more informed decisions—all in one place.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
You will soon be able to use Quality Management categories to drive how tickets are assigned for evaluation. This feature will be supported only for users with the Quality Management Advanced license. With the upcoming update, you will be able to:
In the Quality Planner for Tickets, you will soon be able to select Sentiment as a filter. You will be able to use analytics to drive the assignment of specific tickets for your evaluators.
You will be able to select one or more sentiment scores to focus on:
This feature will allow you to prioritize evaluations based on customer sentiment, helping you address critical areas more efficiently. Sentiment will be displayed at the ticket level, giving you a clear view of each interaction's emotional tone. This feature will be supported only for users with the Quality Management Advanced license.
You will also be able to use the CSAT score to assign tickets for evaluation based on specific agent behaviors. In the Quality Planner for tickets, you will be able to:
This feature will be supported only for users with either the Quality Management Advanced and CSAT Model license or the Quality Management Premium license.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
You will be able to have tickets auto-scored in questions on a form using sentiment results. This feature will help save your evaluators' time in scoring.
When you evaluate a ticket using the form, you will see that the auto-response question has the appropriate answer selected. This feature will be supported only for users with the Quality Management Advanced license.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Currently, the evaluation summary is in a controlled release. In this release, it will be generally available.
When doing a performance review, you only have basic information about evaluations. In this release, the new Evaluation Summary tab will provide a summary and additional insights on agent performance, highlighting top strengths and areas for improvement. This will help managers prioritize coaching and support data-driven decisions. They will also be able to give feedback on the summary’s usefulness. This tab will be available when the Evaluation Summary permission is assigned to you. By default, this permission is turned on.
This feature will be supported only for users with the Quality Management Advanced license and Generative AI license.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The upcoming release of ScreenAgent Manager will introduce several new features and improvements:
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Agents will soon get real-time alerts in the Agent app when call recording starts, stops, fails, or has poor quality. These notifications will help agents stay informed and follow recording rules more easily. A Data Policies license will be required.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Users will soon be able to switch between different agent screens during multi-agent interactions. This will make it easier to view all parts of the conversation and improve the playback experience. Currently, only the leading agent's screen is visible during playback. In this release, users will be able to choose which agent's screen they want to view.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
All users will be moved to the new CXone Mpower Player, introduced in 24.4. The old player and its toggle will be retired. This update will provide a more consistent and modern experience for all users, with improved functionality and ongoing support.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Currently, users can enter up to 15 URLs to block screen recording using the deny list. Each entry blocks pages that share the same URL prefix.
In this release, wildcard ('*') support will be added at the beginning of a URL, allowing users to block all pages that end with the same domain or structure. This will simplify deny list setup within recording policies and give users better control over which pages are excluded from recording.
Users will be able to replace multiple entries with a single wildcard entry:
Now:
Will be:
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
See the Salesforce Agent release history for a list of previous versions.
Salesforce Agent will be available for FedRAMP. Add-ons may not be compliant, so you will need to evaluate them and consult NICE.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
When using the search bar at the top of the Scripts page, you will be able to:
Additionally, the search bar will remember the last set of criteria you entered. This will make it easy to repeat a search the next time you use Studio. The scripts that initially load on the Scripts page will reflect the last search criteria you entered. You will be able to delete the search criteria to view all scripts you have permissions to view.
| Web or Desktop Studio | Web only | Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
A new column for script name will be added to the list of actions on the Trace results window. This window appears when you run a script trace. This will be helpful when tracing contacts that span more than one script. You will easily be able to determine which script each action is part of.
| Web or Desktop Studio | Web only | Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
Actions that appear in the Trace results window's Actions table will be linked to the script. Double-clicking an action on the Trace results window will open the script canvas and highlight the action corresponding to the one you clicked. This change is a feature parity item from Desktop Studio.
| Web or Desktop Studio | Web only | Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
Studio will be available for sovereign cloud configurations in the UK.
| Web or Desktop Studio | Web only | Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
Desktop Studio will no longer be supported in FedRAMP systems or sovereign cloud configurations. The application will continue to function; however, no new updates will be delivered.
| Web or Desktop Studio | Desktop only | Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
New properties will be available for the AskCaller and Txtmsg Studio actions:
| Web or Desktop Studio | Web only | Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
The ESTIMATED WAIT TIME action will be updated for full support in digital scripts. The input and output parameters that are available for other script media types will be available for digital scripts. This change will ensure that you can provide the same kind of wait time estimates to contacts using digital channels as you do for contacts on other channels.
| Web or Desktop Studio | Both | Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Digital scripts will only remain active when necessary. They will go to sleep when they're not in use. For example, scripts remain active until they reach an action that requires them to wait, such as Onassignment or onrelease. This update will maximize the system's capacity to handle contacts and run scripts.
| Web or Desktop Studio | Both | Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Building on recent improvements, support for agents' true working states will be extended to the Agent Activity Log Panel.
This enhancement will give supervisors a more consistent reflection of agent activity over time, making it easier to track performance and ensure operational efficiency.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
Supervisor will introduce usability enhancements to better align with the WCAG 2.2 Accessibility Compliance standards and support screen readers. These improvements will make it easier for individuals to perceive, navigate, and interact with the application.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to customize the vocabulary of the language model that Transcription uses. Customization options will include adding new words to the vocabulary, specifying word substitutions to appear in the final transcript, and the ability to boost the likelihood that Transcription chooses a particular word when transcribing.
Currently, custom vocabulary options are in a controlled release. In this release, they will be generally available. Custom vocabulary options are only available for Transcription, which is a Continuous Stream Transcription option.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Transcription will be available for sovereign cloud configurations in the UK.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Version 11 of Transcription will be available. It will improve accuracy and expand the list of supported languages. However, in this release, it will only be available in English and will not support custom vocabulary options.
| Customer Request | ✓ | UI Change | ✖ |
Availability | CR On toggle |
Transcription profiles in Transcription Hub will have a test pane. You will be able to use the pane to test the connection between Contact Center and your transcription provider. The test pane will only test the connection. It will not display any transcription and it will not allow you to test the quality of the transcription.
The test will use the configurations entered into Transcription Hub. This will allow you to more easily verify the configuration details during the setup process.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Continuous Stream Transcription will support Google class tokens for tuning Google transcription models. You will be able to choose one or more class tokens to include in your Google transcription profile in Transcription Hub. You will also be able to specify a boost value, which denotes how aggressively the transcription engine applies the class token during transcription. The available class tokens will vary based on the language being transcribed.
Classes represent concepts that occur in natural language, such as addresses or calendar dates. Class tokens allow you to identify words or phrases as belonging to a particular class. This can improve the accuracy of the resulting transcription. For example, you can use a class token to inform the transcription engine that the string of numbers in the phrase "my address is 123 Oak Street" is an address number.
Class tokens are a Google feature for tuning Google Transcription. NICE does not provide tuning assistance for Google products. Contact Google for assistance tuning their transcription services.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to use Azure TTS with Contact Center. To use this option, you must have your own Microsoft Azure account. Azure will be available as an option in Cloud TTS Hub when you add a TTS profile.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✖ |
Availability | CR On deploy |
You will be able to transfer a contact from one Dialogflow CX virtual agent to another. This will allow you to escalate a contact to a different virtual agent. For example, you could have one virtual agent handle conversation triage, then pass contacts on to a different virtual agent that's configured to handle more complex conversations, based on the contact's needs. This gives you more flexibility in the design and use of your virtual agents with the Contact Center platform.
Setting up this option will require modifications to your custom Studio scripts.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, you cannot select the conversation profile in the Virtual Agent Hub profile configuration for Dialogflow CX virtual agents. This means that a new conversation profile is created each time you add a Dialogflow virtual agent profile. In this release, you will be able to select the conversation profile you want to use.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Sinch SMS will be available in the following regions:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to use an Alphanumeric Sender ID, also called an Alpha Code. This will let you send messages from a personalized sender ID, like the name of a business, instead of a number.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Voice biometric provider profiles in Voice Biometrics Hub will have a test pane. You will be able to use the pane to test the connection between Contact Center and your voice biometric authentication provider. The test pane will only test the connection. It will not allow you to test the provider's ability to authenticate a voiceprint.
The test will use the configurations entered into Voice Biometrics Hub. This will allow you to more easily verify the configuration details during the setup process.
| Customer Request | ✖ | UI Change | ✓ |
Availability | CR On deploy |
Nuance Gatekeeper and Autopilot Voice Biometrics will be supported in the EU, UK, Canada, and Australia regions, depending on service provider availability. This expands the availability of these provider options.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On deploy |
The new save filter feature will allow the Manage Requests page to remember your last selected filters. This page is used for reviewing and approving schedule requests submitted by agents.
Currently, filters must be reapplied each time you return to the page. In this release, your previous filter selections will be saved and automatically applied. This will help you access relevant requests faster and improve the efficiency of the review and approval process.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This update will introduce the ability to edit time off carryover values.
Currently, the carryover process is not reversible, and values cannot be edited once processed. In this release, you will be able to make corrections when needed, ensuring more accurate and reliable time off summaries for both agents and supervisors.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The cross-midnight self-service feature will allow agents to use self-service options in the CXone Mpower WFM Mobile app even if their shift starts on one day and ends on the next (cross-midnight).
Currently, agents with cross-midnight shifts have limited access to time off, extra hours, and self-swap features on mobile. In this release, these agents will be able to fully use self-service tools just like those on standard shifts. This will support 24-hour contact centers, promote inclusion, and provide a consistent experience across both web and mobile platforms.
This feature will be released in mid-October 2025 as part of release 3.6.1.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Schedule preferences will now be considered when creating schedules, rather than afterward.
This change will enhance the chances of agents receiving their preferred shifts. At the same time, the system will continue to prioritize coverage needs. Preferences will not be granted if they risk service levels. This change will help improve agent satisfaction while keeping operational performance on track.
Currently, preferences are added after schedules are made. In this release, they will be part of the schedule creation process. This will make the system faster and more in tune with agent needs.
Coverage will still come first. Preferences will only be granted if service levels stay on track.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Schedule exports will be made easier to read and understand. CSV files will display a clear, line-by-line breakdown of daily activities. Each entry will be labeled as an activity, shift, or another type, giving you a more organized view of the schedule.
The data will also be sorted by timeline, making it easier to follow and use. These improvements will make exported files more useful for reporting, analysis, and workforce planning.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
WFM will support integration with Avaya CMS ACD.
This integration will enable a centralized data stream through the Engagement Hub API and support:
These capabilities will help streamline forecasting, scheduling, and adherence across mixed ACD environments—all within a single WFM console.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Agents using the CXone Mpower WFM Mobile app will be able to tap intervals of interest instead of swiping when using self-service features and submitting trades.
Currently, swiping is required to select intervals, which can slow down the request process. In this release, tapping will make selections quicker and more intuitive, improving efficiency and ease of use on mobile.
This update will be released in MOB 3.6.1 on 23 January 2025.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |