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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, when a new user activates their account, they are always automatically logged in to Contact Center. In this release, users will be required to activate their account and log in as separate steps.
This new flow will enhance security. It will also prevent inadvertent logins by users who don't want to use Contact Center immediately.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
The Can erase message content and user name permission will be removed from the Digital portal. It will instead appear in the Admin application. It will be on the Permissions tab of a selected role, on the ACD page and under the Digital Engagement section.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Next-best responses, also called behavioral guidance, will be removed from Copilot for Agents. Any configured next-best responses will no longer appear. The Behavioral Guidance field in the Copilot for Agents profile will be removed.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Users will be able to edit policy names.
Data Share (New) will let you use a Snowflake account to access and export your Contact Center data for your own business intelligence and analytics purposes. It will be similar to Data Share except that you will be able to:
Data Share (New) will give you more flexibility to use your company's existing cloud environment and your own Snowflake account. It will also give you greater ability to manage the data sharing capabilities yourself. It will require a new license, so you will need to contact your Contact Center Account Representative to enable it, even if you already have legacy Data Share.
Data Share (New) will be available in the same regions as legacy Data Share, and for sovereign cloud configurations in the United Kingdom (UK) region.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, Data Streams is in a controlled release. In this release, it will become generally available.
Data Streams will enrich and transmit IVR logs from the Contact Center ACD. It will allow you to bring the enriched logs into data analysis tools, machine learning models, and so forth. Examples of useful tools are AWS Kibana, MicroStrategy, and Microsoft Access. This will let you analyze the data in a way that works best for your organization.
With Data Streams, you will be able to set up a Kafka or Kinesis destination to an external system.
Customers who have been using Data Streams in controlled release will notice new features. For more details, select the Data Streams filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Knowledge Hub will connect knowledge sources to Contact Center for use with Autopilot Knowledge and Copilot for Agents. Supported knowledge sources will include:
To connect these knowledge sources to Contact Center, Professional Services will create knowledge bases (KBs) in Knowledge Hub. You will then be able to select a KB while configuring Autopilot Knowledge and Copilot for Agents. This expands the reach of Autopilot Knowledge and Copilot for Agents to allow you to use the knowledge source of your choice.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
SmartReach is the LiveVox product optimized for use with Contact Center. It will pair omnichannel campaign automation with compliance controls across multiple channels, including voice, SMS, email, and WhatsApp. SmartReach streamlines customer engagement, improves conversion rates, and enhances agent productivity.
SmartReach will include:
| Customer Request | ✓ | UI Change | ✖ |
Availability | CR On toggle |
This release introduces the new CRM Ticketing integration solution that will allow you to connect Contact Center business applications with CRM Ticketing systems like Salesforce, Zendesk, and others. This solution imports users and tickets to Contact Center.
This feature will be available with the CRM Ticketing license and a new permission enabling this functionality will be added.
Key features include:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, advanced routing features are available for standard configurations in Australia, Canada, the EU, and the USA. They're also available for sovereign cloud configurations in Australia and the EU. 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, you can use Actions to generate and publish articles to Expert. In this release, you will be able to use the Observability Dashboard to identify knowledge gaps and then generate articles on the spot.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
In this release, you will be able to see more details for detected anomalies. By using comprehensive insights and root cause analysis, Actions will show you the top three contributors to the anomaly. Contributors will be automatically generated and will be a combination of Skills, Teams, and Contact Reasons.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, Actions uses data from your contact center. In this release, Actions will also use any business data that you have specified in addition to contact center data.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, the Observability Dashboard provides information for Copilot and Autopilot Knowledge. In this release, the Observability Dashboard will also include insights for Autopilot. You will be able to view comprehensive insights into the performance of the knowledge base queries and identify gaps in your knowledge base.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, when viewing the Copilot data from generative responses, you can group the data by Category. In this release, when looking at the data, you will also be able to group it by Master Contact, Skill, Team, or Agent.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, when you ask a question in Actions, you see data displayed as a table with textual insights under the table. In this release, there will be additional insights provided that highlight trends and correlations.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, Actions provides a standard AI legal disclaimer that you can opt to show. In this release, you will be able to customize the disclaimer text.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
A new permission, Search Tickets, will be added under Interactions Hub > Search. When enabled, the user will be able to see the Tickets Search tab in Interactions Hub and search tickets integrated via the CRM Ticketing integration. By default, this permission will be turned off.
This permission will be available to users with an Advanced Recording license with Store & Forward and the integration CRM Ticketing selected.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
A new permission for IVR Segments Privacy will be added under Interactions Hub > Search. When enabled, the Interactionsapplication will exclude IVR segments from search results. By default, this permission will be turned off.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The Can erase message content and user name permission lets Agent users edit message content and settings for digital interactions. Currently, you configure this permission in the Digital portal. In this release, you will instead configure it in the Admin application. It will appear on the Permissions tab of a selected role, on the ACD page and under the Digital Engagement section.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
A new CRM, Epic, will be available for integration with Agent>. When integrated, Epic and Agent will share contact and interaction data. You will be able to:
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On deploy |
Agents will be able to transfer interactions to other agents who are in a Working state on ACD interactions. ACD interactions include calls, voicemails, and work items. This feature will have parity with the same functionality in MAX.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the Interactions tab in Search 🔍︎:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to create new CRM records while they're handling interactions.
The Create New + icon will be added to the Related Interactions section of the customer card. Agents will be able to click Create New + and select the type of record they want to create. The record will appear in the customer card and open in your CRM. Instead of records being created automatically for every interaction, agents will be able to determine when records should be created. To enable this option, you will need to modify your Studio script.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to assign digital interactions a Status of Closed while leaving the Disposition field blank. They will be able to do this even if dispositions are required. However, they will not be able to Unassign & Dismiss digital interactions without assigning dispositions to them if dispositions are required.
Additionally, the following updates will be made to the user interface:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the Agent user interface:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The names of the following agent assist apps will be updated to match the CXone Mpower rebranding:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Licensing for the following Agent Assist Hub integrations will be updated:
These updates will provide a structured licensing approach and offer greater flexibility.
Partners and Contact Center Support personnel: for more details on a related enablement change, select the Partner Applications filter on the top right and scroll to Tenant Management.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Agent Assist Hub will be compliant with and available for FedRAMP. It will also be available for sovereign cloud configuration in the UK.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
When CXone Mpower Agent for Salesforce is minimized, and the agent receives a new interaction, Agent for Salesforce will expand. Likewise, if the agent clicks a phone number in a Salesforce record, Agent for Salesforce will expand to show the outbound call. This will allow agents to focus on other screens in Salesforce knowing they won't miss new interactions assigned to them.
This will apply to voice and digital interactions, as well as voicemails and work items.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agents can refresh the customer card to view more Salesforce records. Currently, this does not work unless your authenticated Salesforce user has the permissions for all secondary object types. In this release, refresh will work without those permissions.
As part of this enhancement, the following updates will be made:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A new CRM, Epic, will be available for integration with Agent Embedded>. When integrated, Epic and Agent Embedded will share contact and interaction data. You will be able to:
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On deploy |
Agents will be able to transfer interactions to other agents who are in a Working state on ACD interactions. ACD interactions include calls, voicemails, and work items. This feature will have parity with the same functionality in MAX.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the Interactions tab in Search 🔍︎:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to create new CRM records while they're handling interactions.
The Create New + icon will be added to the Related Interactions section of the customer card. Agents will be able to click Create New + and select the type of record they want to create. The record will appear in the customer card and open in your CRM. Instead of records being created automatically for every interaction, agents will be able to determine when records should be created. To enable this option, you will need to modify your Studio script.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to assign digital interactions a Status of Closed while leaving the Disposition field blank. They will be able to do this even if dispositions are required. However, they will not be able to Unassign & Dismiss digital interactions without assigning dispositions to them if dispositions are required.
Additionally, the following updates will be made to the user interface:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the Agent Embedded user interface:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A new CRM, Epic, will be available for integration with Agent for Microsoft Teams>. When integrated, Epic and Agent for Microsoft Teams will share contact and interaction data. You will be able to:
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On deploy |
Agents will be able to transfer interactions to other agents who are in a Working state on ACD interactions. ACD interactions include calls, voicemails, and work items. This feature will have parity with the same functionality in MAX.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the Interactions tab in Search 🔍︎:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to create new CRM records while they're handling interactions.
The Create New + icon will be added to the Related Interactions section of the customer card. Agents will be able to click Create New + and select the type of record they want to create. The record will appear in the customer card and open in your CRM. Instead of records being created automatically for every interaction, agents will be able to determine when records should be created. To enable this option, you will need to modify your Studio script.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to assign digital interactions a Status of Closed while leaving the Disposition field blank. They will be able to do this even if dispositions are required. However, they will not be able to Unassign & Dismiss digital interactions without assigning dispositions to them if dispositions are required.
Additionally, the following updates will be made to the user interface:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the Agent for Microsoft Teams user interface:
| 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 |
A new CRM, Epic, will be available for integration with >Agent Integrated. When integrated, Epic and Agent Integrated will share contact and interaction data. You will be able to:
| Customer Request | ✓ | UI Change | ✖ |
Availability | CR On deploy |
Agents will be able to transfer interactions to other agents who are in a Working state on ACD interactions. ACD interactions include calls, voicemails, and work items. This feature will have parity with the same functionality in MAX.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the Interactions tab in Search 🔍︎:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to create new CRM records while they're handling interactions.
The Create New + icon will be added to the Related Interactions section of the customer card. Agents will be able to click Create New + and select the type of record they want to create. The record will appear in the customer card and open in your CRM. Instead of records being created automatically for every interaction, agents will be able to determine when records should be created. To enable this option, you will need to modify your Studio script.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to assign digital interactions a Status of Closed while leaving the Disposition field blank. They will be able to do this even if dispositions are required. However, they will not be able to Unassign & Dismiss digital interactions without assigning dispositions to them if dispositions are required.
Additionally, the following updates will be made to the user interface:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the Agent Integrated user interface:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
An AI Routing Agent Workload report will let you see how the Focus Weight you selected for an AI Routing-enabled skill impacts your agents' workload. This will help you strike a balance between meeting your efficiency goals without overloading your top agents.
For more details, select the Reporting filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A new API will let you manage transcripts between Omilia and the CXone Mpower transcription management service. You will be able to retrieve transcripts from an Autopilot voice virtual agent and push them to the transcription management service. Downstream consumers will also be able to get the transcripts from voice virtual agents. This update will let you manage transcripts for SIP backchannel communication.
Additionally, the new API will enable the Get Bot Transcript Studio action to pull the Autopilot voice virtual agent transcripts into Studio.
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
The Recording Status API will allow you to check the voice recording status of an agent's live call. This will help agents ensure they comply with recording requirements by providing real-time status updates. The API will be available for Multi-ACD (Open) users.
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
The Business Data Update API will allow agents or applications to update business data during a call, enriching call metadata and initiating call recording based on recording policies with business data filters. Available for Multi-ACD (Open) users.
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
WFM will introduce an open API to import agent earned balances, allowing customers 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 |
You will be able to integrate Autopilot with any third-party knowledge bases that Knowledge Hub supports. Knowledge Hub is a new application that will be available in this release. This expands the range of knowledge bases you can use with Autopilot.
For more details, select the New Applications filter on the top right.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, Autopilot is hosted by Omilia. In this release, NICE will host Autopilot. Supported regions will be:
Additionally, Autopilot with voice biometric authentication will be supported for FedRAMP moderate customers.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, the Observability Dashboard provides information for Copilot and Autopilot Knowledge. In this release, the Observability Dashboard will also include insights for Autopilot knowledgebases.
For more details, select the Actions filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Autopilot will support additional languages. It will support Ukranian Russian and European French. This will expand the range of contacts who can use your Autopilot virtual agent.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Reporting will be available for Autopilot Knowledge through Observability Dashboard in Actions. You will be able to gain insights into the full user journey starting with their website access through their interactions with your bot. You will also be able to view any responses generated by generative AI and escalations to live agents, as well as business outcomes. This will give you a complete picture of your contacts' experience and reveal any pain points they encounter. You will be able to use this information to improve the experience for future contacts.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
MAX and Salesforce Agent will support AutoSummary. This will allow agents to use AI summarization for interactions without requiring system upgrades.
AutoSummary will display as a pop-up window. This will allow agents to quickly review and copy summary details into their disposition notes. This will also help agents reduce after contact work (ACW) and average handling time (AHT).
Requirements for using AutoSummary with MAX include:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
Currently, the existing license for AutoSummary is not FedRAMP compliant. In this release, a new license for Copilot Summary will replace the existing AutoSummary license. This license for Copilot summaries will be available to FedRAMP users and any customers new to the product this release. The updated license will provide real-time summary and sentiment analysis every 30 seconds. If you have an existing AutoSummary license and do not use FedRAMP, this update will not affect you.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
You will be able to build flows in Bot Builder for Task Assist. Task Assist will be a new feature in this release for Copilot for Agents. It will allow you to automate certain tasks for the agent, such as finding an update on a contact's order.
Bot Builder will be the engine behind Task Assist. You will create a bot and add an intent for each task you want to automate. Then you will build flows to accomplish the task. This will give you complete control over what tasks are automated and how they're performed.
Custom Studio scripting will be required for the communication between Bot Builder and Agent. Setup for Task Assist happens on the Copilot for Agents Config page in Contact Center.
For more details about Task Assist, select the Copilot for Agents filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
You will be able to voice-enable your bots so they can handle phone calls. Voice-enabling a bot will require setup in Virtual Agent Hub and custom Studio scripting. This will expand the types of interactions your Bot Builder bot can handle.
For more details, select Virtual Agent Hub filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
Currently, Copilot for Agents profiles are configured in Automation and AI > Agent Assist Hub. In this release, they will move to Admin > AI Manager > Copilot for Agents Config. This change will provide more space for the profile settings. You will still need an AGENT ASSIST action in your Studio script to select the profile you want to use.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, you can only integrate Copilot for Agents with a CXone Mpower Expert knowledge source. In this release, you will be able to integrate Copilot for Agents with third-party knowledge sources, including:
To connect those knowledge sources to Contact Center, Professional Services will create knowledge bases (KBs) in Knowledge Hub. You will then be able to select a KB in the Copilot for Agents profile. This will be the KB used to generate KB answers.
Additionally, the Knowledge tab in the Copilot for Agents profile will be redesigned to let you:
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
You will be able to integrate a CXone Mpower Bot Builder bot with Copilot for Agents. The bot's intents will appear as options in a Task Assist card in Copilot for Agents. When an agent selects an intent, the bot will fetch customer data from your organization's third-party system. This could be a CRM, ticketing, or billing application. Copilot for Agents will then display a card with the contact's information.
A new tab called Task Assistant will be added to the Copilot for Agents profile. On this tab, you'll select the Bot Builder bot to integrate and the intents to display to agents. You will be able to use Bot Builder and Studio to connect the bot to your third-party system.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A new type of transfer summary will be available. When interactions are escalated from a bot or IVR menu to an agent, the self-service transfer summary will tell the agent what happened in the interaction.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, you can only edit the generative AI prompt for the Copilot AutoSummary. In this release, you will be able to configure custom AI prompts for the following Copilot for Agents features:
You will additionally be able to specify a content audience, sub-filters, and metadata for these prompts.
For more details, select the GenAI Prompt Editor filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to create custom text cards to send to agents. You will be able to customize the card title, text, icons, background color, and response options. This will be done through a RESTAPI action in your Studio script.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The content Copilot for Agents generates will be available in:
Those will be added as options in the Language drop-down in the Copilot for Agents profile. Your knowledge base content should be in the language you select.
The supported languages for voice transcription depend on your transcription service.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Next-best responses, also called behavioral guidance, will be removed from Copilot for Agents. Any configured next-best responses will no longer appear. The Behavioral Guidance field in the Copilot for Agents profile will be removed.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The Billing report will now include the billing data for Copilot for Supervisors. This report will track current and past usage, enabling you to predict costs and identify billing trends.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
This release will feature a unified metric and widget reporting system that will seamlessly integrate voice and digital channels. This system will feature standardized metrics and a unified Agent State model, providing a comprehensive view of your contact center operations.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
To improve performance and scalability, the back-end systems will be upgraded. This will include moving the ACD and Digital Experience widgets to a stronger and more efficient data setup.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The Quality Score widget will now offer enhanced view options, providing deeper insights into both Agent and Team quality scores:
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The new Current Agent and Current Team filters will allow supervisors and administrators to create dashboards that will only display data of the logged-in agent or team.
This feature will be available to you if you have a PM license.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
SLA metrics will now update in real time throughout the duration of the contact, rather than only after it is closed. This change will remove delays, especially for digital interactions that may remain open for extended periods.
There will be a temporary adjustment to the refresh rate as part of this update from 90 seconds to an update interval of 5-10 minutes. This will be fixed in a later release.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The Report widget will now include two new billing datasets:
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The QM widgets will be improved with the addition of a Group Filter that will allow you to filter data by group. This enhancement will help streamline information and provide more focused insights.
Additionally, the performance of these widgets will be improved by loading only the first 50 agents alphabetically, reducing load time and improving responsiveness. You will still be able to search for and manually select agents to view their information.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
You will be able to create dashboards from templates, making it easier to set up and customize your dashboards quickly. The list of templates available includes:
These templates will help you efficiently organize and display relevant data, saving you time and ensuring consistency across your dashboards.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The Leaderboard widget will be enhanced to highlight the current user's row, emphasizing their ranking in the team. Additionally, the My Ranking section will be prominently displayed at the top of the widget for easy reference.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
A new Game Tracker PM widget will be added. This widget will allow supervisors to track their agents' active and recently finished games, enabling them to monitor progress, rankings, milestones, and game goals. It will feature a card-based layout and display upcoming, ongoing, and recently ended games, with cards varying by game type. It will require a PM license.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
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 |
You will be able to configure stream destinations in the Contact Center interface. This will better enable you to create and maintain your own Data Streams configuration.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Data Streams will be available for sovereign cloud configurations in the UK.
| 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:
| 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 |
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 |
The following updates will improve the stability of digital messaging:
These enhancements will also improve the performance of Digital Experience when it processes a high volume of interactions.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Digital agent state events will be split into their own stream. Active agents will be identified based on whether they are using an active digital skill. This update will limit the number of status events not related to agents using Digital Experience. This will help the overall efficiency of routing and make tracking events easier.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to configure Studio actions to send messages to a contact while the contact is still in the queue. Sending these messages will not affect the contact's position in the queue.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to redistribute digital interactions across multiple channels and media types, making it easier to manage interactions from different points of contact. This will help meet contact needs faster and prevent agents from becoming overwhelmed.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, agents can be assigned to multiple skills but only one skill should be reported for each interaction handled by the agent. However, reporting sometimes inaccurately shows multi-skill agents as working on two separate skills in the same interaction segment. In this release, this error will be fixed to improve the accuracy of interaction data.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, you configure the Can erase message content and user name permission in the Digital portal. In this release, you will enable it from the Admin application instead. It will appear in Permissions > ACD > Digital Engagement.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, in customer search queries from the CRM tab, not all fields that could contain the customer ID are searched. In this release, customer search will include the following additional fields:
The identities and ID fields will require a value to search for.
This update will increase the accuracy of search results and make it easier to fulfill customer delete requests.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, if a routing queue is changed and the preferred agent isn't assigned to the new queue, the contact will be stuck waiting until the preferred agent timer runs out. In this release, preferred agent settings will update based on each new routing queue a contact is assigned to. This will allow contacts to be moved to queues without a preferred agent so that they can be routed faster. When a contact is moved to a queue with no preferred agent, it will route immediately.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Currently, secure forms send the contact a link to a form they can fill out. When they submit the form, the agent receives a link to get the results of the form. In this release, you will be able to save the contact's answers directly in custom fields instead of a separate link. This will allow you to review contact information more quickly and efficiently.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The typing indicator used in Apple Messages for Business has been improved for a better user experience.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, when attachments are uploaded to Contact Center using the 'POST /attachments/temporary' API call, they are temporarily placed in non-secured storage. In this release, you will be able to use a new Boolean parameter, secure, with this API call. If you pass this parameter as TRUE, the file will be encrypted while in temporary storage.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
In this release, if you are using Guide to display Digital chat on a page, your contacts will see a more modern user interface through the entire chat experience. You will be able to transition to the updated design at the channel level.
Some user interface improvements were introduced in previous releases. This release will provide the final updates and cover all digital chat features.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
You will be able to choose whether to use the in-reply-to message header or the email ticket number to thread email messages. The default, recommended setting is to thread using the in-reply-to element in the email metadata. It makes it easier to follow email conversations and does not create a new case each time a recipient responds to an email. However, the option to thread emails via the ticket number will help avoid internal system processing issues.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
Currently, we support certificate-based authorization for custom SMTP servers. In this release, the authentication method inside the email support tool will be upgraded to require OAuth 2.0 for outbound emails. Your Contact Center Account Representative will primarily handle this configuration process. The update will eventually require you to use updated credentials to authenticate your custom SMTP server.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Digital SMS will have improved security to meet FedRAMP requirements. SMS messages will be protected by encryption in transit and at rest (that is, when stored).
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
SMS will receive the following improvements:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The WhatsApp Business display name in the WhatsApp Manager is used as the channel name on Contact Center. Currently, if you update the name using the WhatsApp Manager, the Contact Center channel name is not updated. In this release, if you edit the WhatsApp Business display name in the WhatsApp Manager, the channel name in Contact Center reflects the new name.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The UI/UX module for the Mobile SDK will be fully available. As part of the standard implementation package, you will have the option of using this module or developing your own UI. This standard module will automatically handle many chat features (like rich messages) to help reduce your development effort. It will also let you choose the colors of the UI for a fully branded design.
The module will be available with version 3.0 of the SDK.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
The performance metrics will show better projection accuracy instead of displaying "???". Users will be able to set an Average Speed of Answer (ASA) threshold for situations where staffing levels are insufficient for accurate projections (calculation results in infinite hold). When staffing falls below the threshold, the system will set the Service Level (SL) to 0% and Occupancy (Occ) to 100%, maintaining these values as staff levels decline. The system will display the user-defined threshold for ASA when data cannot be calculated, ensuring results instead of "???". This will make the ESP application more user-friendly, providing clear data for weekly and monthly roll-ups.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The sort order in drop-downs will be updated to be alphanumeric, grouping both uppercase and lowercase letters together. This change will apply to the following:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
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 |
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 |
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 |
Currently, you can see which version of a prompt profile has been published. You cannot see previous versions of the profile. In this release, you will be able to roll back to previous versions of a published profile. This will revert the profile back to the parameters used in the selected version. You will then be able to republish the profile with the previous settings. Rolling back will also affect the transcripts you imported and edited for the profile. These will revert to what you had in the chosen version. This functionality will be available in the profile menu. You will click the three vertical dots icon ⋮ next to the profile and use a new option called History.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to delete a prompt profile. This functionality will be available in the profile menu. You will click the three vertical dots icon ⋮ next to the profile and click a new option called Delete. Deleting a profile will delete all previous versions and imported transcripts belonging to the profile. If you attempt to delete a profile that is currently in use, you will receive a notification stating this along with the date of its last use. You will then be able to cancel the deletion, reassign the application using the prompt profile to another prompt profile, and then delete the old profile.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to use GenAI Prompt Editor to customize more prompts in Copilot for Agents. These include:
This expansion of supported use cases will give you the ability to customize more of the prompts used in your Copilot for Agents configuration.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to work with your Contact Center Account Representative to change the LLM used for each prompt profile. Once you've selected a new LLM for a prompt profile, it becomes the default LLM for all new prompt profiles. A read-only field at the top of each prompt profile will let you see which LLM the profile uses. Other options will include:
This will give you the flexibility to use your preferred model for your Contact Center prompts.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, GenAI Prompt Editor includes prompt templates with fields you use to customize your prompts. You enter custom details in the form, but you cannot control the flow or structure of the prompt. In this release, you will be able to create your own prompt templates to control the structure and flow of the prompts created with them.
The template creation form will include a large text area where you can enter the prompt details. It will also include parameters you can enter. These will support two options: either letting prompt creators customize prompt details in the prompt while they use the template or letting you refer the prompt creators to special entities within the GenAI Prompt Editor. The parameters include:
The ability to create custom templates will give you more complete control over the prompts used in your Contact Center products.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, to create a new rule, you start from scratch with the New Rule button. In this release, you will be able to create a new rule by copying an existing rule. You will be able to give the rule a new name and make changes as needed.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to add a condition to limit the number of proactive offers shown to a visitor. The condition, Proactive Offer Shown, will let you configure when to stop showing proactive offers. For example, you might set the condition to stop showing proactive offers if the visitor has not interacted with the past three offers shown.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to add a condition to trigger a rule based on the number of pages that the visitor views during a visit. The condition, Number of Pages Viewed Per Visit, will let you set the page visit criteria. For example, you might define a rule to show a proactive offer after a visitor looks at five or more pages on your website.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Integration Hub will support JavaScript. You will be able to write your own custom scripts in a new Pre-Request Script tab. This will expand the potential ways you can call APIs and integrate with other systems.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Integration Hub will be available in the United Kingdom (UK) region for both standard and sovereign cloud configurations.
| 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 |
IA will be able to process and analyze interactions that occur via the Playvox InApp Messaging digital channel. This channel will appear as an additional channel option for filters, widgets, the Search page, and dataset definition. You will be able to use it like any other channel supported for IA. All Playvox InApp Messaging interactions will be saved in the IA Transcript Store.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA |
Ontology Studio will use your transcript data to identify more relevant intents and actions, as well as intents and actions that are not relevant to your organization. The update will increase the accuracy of your intents and actions. It will also manually tune your model to ensure that data is best tailored to your organization's needs.
This update will not be supported for the UAE.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
IVR Segments Privacy will be introduced in the Interactions Search application, allowing IVR segments to be excluded from search results. Playback of voice segments will still include the IVR portion and will be visible to users with permission to view the voice segment. A new permission enabling this functionality will be added.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, the CSAT score for an interaction is attached to all segments of the master contact ID and displays in the interaction search results. In this release, new functionality will allow you to set the CSAT score to be shown only on the last segment. This customization will be available upon request for customers with Feedback Management and must be requested from your Contact Center Account Representative.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Currently, the Interaction Journey displays all segments related to the selected master contact ID. In this release, the Interaction Journey modal will be updated to display segments related to the selected interaction ID. Interaction playback will use the interaction ID when available; otherwise, it will use the master contact ID. This new functionality supports journey visibility across multiple channels. Playback and deletion behaviors will be updated accordingly.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The updated Filters UI will empower you to customize the selection and order of filters in the filter pane, enhancing your overall experience. Currently, you have limited control over the filters displayed in the application. In this release, you will be able to select, add, remove, and reorder filters according to your preference. Your preferences will be saved and displayed on your next login.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Starting a quality evaluation directly from the Contact Center Player will be possible. This feature will make the evaluation process faster and more convenient.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Switching between different agent screens during multi-agent interactions will be possible, making it easier to see all parts of the conversation and improving the overall experience. Currently, only the leading agent's screen is visible during playback. In this release, users will be able to select which agent's screen they want to view.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Two new fields will be introduced to enhance interaction analysis: Complex Call and Recording Masked. These additions will help determine whether an interaction involved multiple participants and the success of recording masking.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Data Policies will offer expanded criteria options for creating and managing policies. Users will be able to set policies based on new indicators such as interaction dispositions, recording masking status, and media existence. This enhancement will provide greater flexibility and control over policy creation. For example, users will be able to set litigation holds based on specific interaction dispositions or identify compliance violations triggered by masking events. These new options will be available for several policy types, allowing for more precise and targeted policy management across the platform.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new Redaction policy type will be introduced to enhance data privacy and compliance. This feature will automatically mask specific parts of recorded files where Personally Identifiable Information (PII) is captured. The redaction will apply to both audio and screen recordings, ensuring that sensitive information is not displayed during playback or download. The redaction policy will use Interaction Analytics masking capabilities to identify and redact sensitive information, such as credit card numbers and social security numbers. This feature will be available to customers with an IA license or Interactions Hub Advanced license.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The enhanced Segment-Level Media Deletion policy will offer more granular control over interaction data management. Users will be able to delete specific segments of an interaction that may contain sensitive or risky information, while preserving the valuable portions for assessment and analysis.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The Risk Detection board will receive significant improvements to provide a clearer and more actionable overview of media status. The board will categorize risks into three main groups: Active, Deleted (resolved), and in Litigation Hold. This enhancement will enable users to more effectively monitor and manage sensitive information across their interactions. Users will be able to quickly identify active risks that require attention, track deleted items that have been resolved, and monitor interactions that are under litigation hold. This improved visibility will help organizations maintain better control over their data and respond more efficiently to potential compliance issues.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This release will include various user experience enhancements:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to use AutoSummary in MAX. AutoSummary provides an AI-generated summary as a pop-up window at the end of voice interactions. This will allow agents to quickly review and copy summary details into their disposition notes.
For more details, select the AutoSummary filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Multi-ACD (Open) recording solution will be officially certified and approved by Cisco for integration with the Cisco CUCM 15 telephony system.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Support for Avaya SBCE 10.2 will enhance interoperability between Multi-ACD (Open) and Avaya’s Session Border Controller, improving call quality, security, and reliability.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Support for encrypted Cisco CUCM and UCCE phones will enhance voice communication security. This will ensure calls are protected from unauthorized access, meeting compliance standards for sensitive interactions. This feature will be particularly beneficial for industries with strict security requirements, such as finance and healthcare.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The Recording Status API will allow you to check the voice recording status of an agent's live call. This will help agents ensure they comply with recording requirements by providing real-time status updates. The API will be available for Multi-ACD (Open) users.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The Business Data Update API will allow agents or applications to update business data during a call, enriching call metadata and initiating call recording based on recording policies with business data filters. The API will be available for Multi-ACD (Open) users.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The Lab Tenant for Multi-ACD (Open) will provide a dedicated testing environment for Multi-ACD (Open) deployments. This will allow teams to validate configurations, conduct training, and test integrations without impacting live operations. It will ensure a risk-free space for evaluating new features and optimizing workflows, running on a separate, dedicated tenant to avoid disruptions during implementation.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Time-Off summary information in Hours:Min format will be displayed for agents in My Schedule, in addition to the already available days format. My Zone will provide agents with a consistent user experience available on Mobile.
| 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 |
Currently, Presence Sync and Directory Sync are only supported for standard configuration in the UK region. In this release, they will also be supported for sovereign cloud configuration in this region.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, the setting to enable an Agent Assist Hub license is found under ACD in Tenant Management > Applications & Features. In this release, the setting will be moved under Automation & AI on the same page.
Separate checkboxes will appear under the Agent Assist Hub setting for the specific integration licenses used by the tenant. Additionally, integration licenses for Custom Agent Assist Endpoints and Google CCAI will be available. Selecting an integration license checkbox will automatically enable the Agent Assist Hub license. Selecting only the Agent Assist Hub checkbox will not enable the integration licenses. These will need to be selected individually.
This change will impact only Contact Center support personnel and enabled partners with the appropriate Tenant Management permissions.
| 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 |
This release will introduce a new PM widget in Dashboard.
Game Tracker: This widget will allow supervisors to monitor the agents’ games and to track progress, rankings, milestones, and goals. It will feature a card-based layout and display upcoming, ongoing, and recently ended games, with cards varying by game type.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
This release will introduce new enhancements to the Admin section in Gamification. The Budget tab will include:
Additionally, the Challenges section will feature an export option that will allow you to export running challenges. These new features will provide you with greater control and insight into both your budget management and overall admin experience.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The new data parameter feature will allow you to set up multiple date parameters for evaluator-based metrics, providing greater flexibility in your evaluations.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The upcoming release will introduce turnkey integrations with IEX and Nexidia that will enable you to seamlessly incorporate Nexidia and IEX metrics into your dashboard. This enhancement will provide you with more comprehensive insights and streamlined data management.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The process for creating an objective will be streamlined, making it more intuitive and user-friendly. This update will include enhanced help text and updated labels. These improvements will simplify the process, making it quicker and easier.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
With the new CRM Ticketing integration solution, Quality Management will support tickets from the Salesforce or Zendesk CRM Ticketing system. This solution will import users and tickets to Contact Center. In Quality Management, tickets will be supported by:
For more details, select the New Applications filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, when doing a performance review, you only have basic information about evaluations. In this release, the new Evaluation Insights 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 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 or Quality Management Premium license.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
Based on the Evaluation Summary, the evaluation insights form will have an option to create a coaching session. A new Create Coaching button will be available in the suggestion section of the Evaluation Summary. This will allow you to quickly open a new coaching session without leaving the evaluation context. The system will automatically assign you as the coach and the evaluated agent as the participant, saving you time and reducing the potential for errors. This will make it easier to act on evaluation findings and provide timely feedback to agents.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
In Actions, you will be able to interact with your Quality Management data using natural language. You will be able to ask about evaluations, quality plans, and calibrations.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The ScreenAgent Manager will support VDI, enable log downloads, and display new columns for CPU, RAM, Domain, and Username.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
An AI Routing Agent Workload report will let you see how the Focus Weight you selected for an AI Routing-enabled skill impacts your agents' workload. This will help you strike a balance between meeting your efficiency goals without overloading your top agents. This report will only be available for systems enabled for AI Routing.
The report will include a table showing all agents and these performance metrics for each:
You will be able to filter this report by skill, campaign, agent, and focus metric.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Billing report will now include the billing data for Copilot for Supervisors. This report will track current and past usage, enabling you to predict costs and identify billing trends.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
See the Salesforce Agent release history for a list of previous versions.
You will be able to use AutoSummary in Salesforce Agent. AutoSummary provides an AI-generated summary at the end of voice interactions. AutoSummary will display as a pop-up window. This will allow agents to quickly review and copy summary details into their disposition notes.
For more details, select the AutoSummary filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Changes will be made to the debugger in the SNIPPET action to improve how it works. In particular, the visibility and styling of breakpoints set in the debugger will be updated.
This feature will be available later in the release cycle.
Web or Desktop Studio |
Web only |
Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The layout of scripts when converting them from Desktop Studio to Studio will be improved. Currently, when you open a script in Studio that was last opened in Desktop Studio, the positions of most actions must be adjusted before you can work with the script. In this release, the algorithm that converts the layout will result in action placement that more closely reflects the Desktop Studio layout. This will make it easier to work on scripts in Studio.
Web or Desktop Studio |
Web only |
Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Conditional action properties are properties that change or only appear based on settings made to other properties of the action. Support for conditional properties will be added to the actions that allow it. This will include actions such as REQAGENT and INDICATE. This change will apply to Studio only.
Web or Desktop Studio |
Web only |
Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to copy one or more actions and paste them into another script. This will make it possible to quickly duplicate portions of one script in another script.
This feature will be available later in the release cycle.
Web or Desktop Studio |
Web only |
Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Some actions have editor windows that provide access to additional configurations. The editor windows in actions that have them will be standardized to have the same appearance and placement. The ability to pop the window out from the action will also be added. The editors in the PLAY, SNIPPET, and MENU actions will be updated. Other actions will be standardized in future releases.
This feature will be available later in the release cycle.
Web or Desktop Studio |
Web only |
Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
These improvements will provide supervisors with a more accurate representation of agents who are actively working contacts. Agents will be marked as Working when they handle:
The time spent on After Contact Work (ACW) will be added to both the Contact State Duration and the Agent State Duration.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
This feature will allow you to keep your agent app (MAX, SFA, or Agent) open while using the Supervisor application and switch between the two, even during voice monitoring of an agent.
To enable this feature, you will need to first toggle the relevant setting on the Global Settings page and Audio Connect configuration dialog.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Compliance with the Federal Risk and Authorization Management Program (FedRAMP) and Federal Information Processing Standards (FIPS) will allow you to operate confidently in regulated industries.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
CXone Transcription will now be known as CXone Mpower Transcription. CXone Transcription for Copilot will now be known as CXone Mpower Transcription for Copilot. This update will provide a more consistent user experience and correspond with other rebranding changes across the Contact Center suite.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Transcription Hub will be supported in and available for FedRAMP. It will also be supported for sovereign cloud configurations in the UK. This will enhance security and increase accessibility to Transcription Hub.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Transcription for Copilot will support the Deepgram Nova-3 model. This will provide increased accuracy from previous models. Custom vocabulary will also be able to support up to 150 keywords.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to voice-enable your text virtual agents so they can handle phone calls. Voice-enabling a virtual agent will require setup in Virtual Agent Hub and custom Studio scripting, as well as Continuous Stream Transcription. You will also need a text-to-speech service, such as the PLAY Studio action or Cloud TTS Hub. This will expand the types of interactions your text virtual agents can handle.
This applies to any text virtual agent setup in Virtual Agent Hub. It also applies to Bot Builder bots.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
The options in Virtual Agent Hub for selecting Autopilot when adding a new virtual agent will be updated. The names listed on the buttons will change to CXone Mpower Autopilot Amelia and CXone Mpower Autopilot.
| 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 toggle |
Autopilot will be available for sovereign cloud configurations in Australia. Autopilot with voice biometric authentication will be supported for FedRAMP moderate customers.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Click-to-Call will become available in Brazil, Singapore, and UAE.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to pass Click-to-Call data about the contact for agents to see in a screen pop in Agent. The details displayed in the screen pop will be collected from the contact's web browser and may include browsing history, whether they’ve called your contact center before, and so on.
To configure this, you will need to modify your Studio script to read data from the Click-to-Call SDK with the SIPGetHeader action and then pass it to the RunApp action to display the data in a screen pop.
If you need help with your script, you will need to contact your Contact Center Account Representative.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to collect and pass website and contact metadata to the Click-to-Call SDK, which it can use to route the contact to a certain skill. To do this, you will need to collect and pass the website and contact metadata to the Click-to-Call SDK. The SDK will then pass the data as part of the X-header in the SIP invitation. You will need to modify your Studio script to use the SIPGetHeader and Snippet actions to parse the data. Based on the data and configuration, your script would then route the call to the skill you specify.
If you need help with your configuration, you will need to contact your Contact Center Account Representative.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
WFM will automatically detect and adjust lunch and break activities in real time. This will 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 toggle |
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 |
Time-Off summary information in Hours:Min format will be displayed for agents in My Schedule, in addition to the already available days format. My Zone will provide agents with a consistent user experience available on Mobile.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Time-Off summary information in Days format will be displayed for agents, in addition to the already available Hours:Min format. WFM Mobile will provide agents with a consistent user experience available in My Zone.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The Release Adjustments section describes the changes, removals, and additions made in the feature descriptions since the initial coming soon announcement for the 25.2 release.
This section describes changes that have been made to feature descriptions since the initial coming soon announcement. Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.
It was previously announced that this feature would involve a UI change and be available on toggle. This feature will not involve a UI change and will be available on deploy.
It was previously announced that the default LLM would be Nova Pro. Instead, the default LLM will be different for each prompt.
This section describes product changes that were included in the initial coming soon announcement and have since been removed from this release. These will not be part of the 25.2 release but may be part of a future release.
Agent will be available for sovereign cloud configuration in the UK region.
Agent Embedded will be available for sovereign cloud configuration in the UK region.
Agent for Microsoft Teams will be available for sovereign cloud configuration in the UK region.
Agent Integrated will be available for sovereign cloud configuration in the UK region.
The automation of transcription will be enhanced in this release. Enhancements will include transcription from a mono mix audio stream. Mono mix is an audio stream that combines both sides of the conversation in a single stream. It uses one port instead of two. This will help to reduce the cost of transcription.
Users will be able to edit policy names.
The Data Erasure policy will become available to all recording customers without requiring an additional license.
This section notes product changes that have been added to this release since the initial coming soon announcement. To see the following features in detail, select the product in the filter on the right.
License Update