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This page shows the products and features currently planned for the 24.4 release cycle, which begins on 15 October 2024 and ends when the next release begins, which is currently targeted for 29 January 2025. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle. Some of the features are still in controlled release (CR) and not yet available.
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). |
| 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.
The ACD > GUIDE > Engagement Rules and ACD > GUIDE > Engagement Actions legacy pages will no longer be available. You will need to create Guide engagement rules using the Applications > Guide page.
For more details, go to the CXone Guide section.
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On toggle |
CXone Agent for ACS will be a single-pane-of-glass solution that uses Microsoft Azure Communication Services (ACS) as the voice path to tightly integrate Contact Center with Microsoft Teams. ACS uses the same platform as Microsoft Teams. Agents will be able to log in to CXone Agent using their Microsoft Teams email ID. Once logged in, agents will be able to make and receive voice calls with call controls in CXone Agent.
You will need to configure the integration between CXone Agent and your ACS. To do so, you will need to enter the following information in Contact Center:
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Currently, Integration Hub is in controlled release in Europe and the United States. In this release, it will become generally available in those same regions.
Integration Hub will let you manage the integration of CXone with third-party authentication and web services in one secure location. Web services can include applications, platforms, and systems.
You will also be able to use Integration Hub to work with REST API calls in Contact Center. This will enable you to:
Most integration methods require you to build a new connection each time you want to use the third-party tool or service. Integration Hub will let you build one connection per application or service and then use that connection in multiple places, saving you time.
Customers who have been using Integration Hub in controlled release will notice new features. For more details, select the Integration Hub filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, Interactions Hub is in controlled release. In this release, it will become generally available.
CXone Interactions Hub will provide a centralized application that will simplify contact center compliance and risk management. It will use analytics and automated workflows to identify and mitigate compliance risks.
This application will secure adherence to evolving regulatory standards and also enhance customer experience. It will do this by unifying interactions across audio and digital channels into one seamless solution. Interactions Hub will support native and migrated calls.
The Risk Detection board in the Interactions Hub will proactively scan the Contact Center environment, identifying PCI risks. These risks will be shown on the dashboard, allowing you to start deleting interactions immediately or to create a Deletion policy that includes the identified interactions.
By creating policies in the Interactions Hub, you will gain control over your contact center compliance management. You will configure data policies to automatically deal with known risks or those flagged by Interactions Hub in the Risk Detection board.
Whether it’s compliance adherence or internal guidelines, the Interactions Hub will ensure consistent and efficient risk mitigation.
Customers who have been using Interactions Hub in controlled release will notice new features. For more details, select the Interactions Hub filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, Enlighten Copilot for Supervisors is in controlled release. In this release, it will become generally available.
Enlighten Copilot for Supervisors will provide you with AI-driven insights and context into real-time issues. It will help you prioritize tasks, guide data-driven decisions, and generate real-time interaction summaries. Copilot will empower you to boost agent performance and improve customer satisfaction.
Key features will include Urgent Assist and Negative Sentiment alerts for immediate notification of critical issues as they unfold. It will offer insights for negative sentiment alerts with ongoing call summaries and reasons for negative sentiment. This will be supported for both voice and digital contacts. Copilot will allow you to ask a question about your data in a conversational manner and provide visibility into the supervisor’s productivity and effectiveness. Settings will be available under the Settings page to customize key configurations of Enlighten Copilot for Supervisors.
Customers who have been using Enlighten Copilot for Supervisors in controlled release will notice new features. For more details, select the Enlighten Copilot for Supervisors filter on the top right.
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On toggle |
GenAI Prompt Editor will enable you to customize and manage generative AI prompts for Enlighten AI services. In this initial release, GenAI Prompt Editor will be available only for the final summary generated by Enlighten Copilot for Agents.
GenAI Prompt Editor will let you:
GenAI Prompt Editor will let you adapt your generative AI use cases to your unique business needs, enhancing the flexibility and efficiency of your AI services.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Priority-based blending routes the interaction with the highest priority to the available agent, regardless of which channel it comes from. Currently, priority-based blending includes inbound voice, legacy digital, and Personal Connection interactions. In this release, Digital Experience channels will be included in priority-based blending. This change will create a more complete priority-based blending experience.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On toggle |
Currently, the ability to use more than one routing attribute at the same time is in controlled release in the United States and Australia. In this release, it will become generally available in the United States, Australia, and Europe.
A routing attribute lets you narrow the pool of agents assigned to the ACD skill who are eligible to receive an interaction. For example, you could require that the agent has a certain license or certification. Multiple routing attributes will let you further narrow the pool of eligible agents. For example, you could specify that an agent with the correct skill must also have a certain license and be able to speak a certain language to be eligible to receive the interaction. This will give you more control over which agents an interaction can route to without creating a lot of ACD skills, reducing administration tasks and simplifying maintenance.
To set up multiple routing attributes, you will need to apply attributes to your agent user profiles. You will then use Studio scripts to route interactions to agents based on the ACD skill and the chosen attributes. To avoid narrowing your agent pool so far that interactions become stuck in queue with no matching agents, it will be best to use no more than five routing attributes per routing action.
You will need to have dynamic delivery enabled for your system to use multiple routing attributes.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, you can use the Privacy page to request the erasure of certain contact data, like phone numbers and email addresses, to meet data protection regulations like GDPR. In this release, you will be able to use the same process to request the erasure of Contact Center user profiles. This will enhance your ability to meet data protection requirements.
Only inactive users will be available on the page for an erasure request. Once the erasure request has been successfully executed, the user will be removed from the Employees page. The anonymized user will still be visible on other pages, including Teams; however, the identity of the user will not be recoverable.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
SCIM is a protocol that allows you to securely create a user in Contact Center from a supported identity provider. With SCIM integration, you can use SCIM v2-compliant applications, such as Okta, to create, update, and deactivate Contact Center users. This Contact Center SCIM client will see the following improvements:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Currently, employees remain active in Contact Center unless you manually deactivate them. In this release, employee accounts will be automatically locked when they've been inactive for a predetermined amount of time.
You will be able to choose the number of days of inactivity that will trigger this event. You can do this at the tenant or user level:
Automatically locking inactive users will leave fewer windows of opportunity for attackers to breach your Contact Center system.
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On toggle |
Currently, users can unlock their own accounts by clicking the Forgot your password? link on the Contact Center login page. You cannot unlock user accounts for other users. In this release, you will be able to unlock user accounts for them, whether their password was locked due to too many failed login attempts or their account was locked due to inactivity.
You will be able to do this from the employee profile table or in a new Admin > Security > Locked Employees page. To unlock a user, you will click the options icon in the user's row and select Unlock User. To unlock a password, you will click the options icon in the user's row and select Unlock Password.
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On toggle |
Currently, you can use the CXone Agent progressive web app (PWA) on select Android mobile devices. In this release, you will be able to use it on iOS devices.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Agents will be able to use their headsets for the following basic voice controls:
This will work for all WebHID-compliant headsets, such as Jabra headsets. This will enable agents to work away from their desks, increasing productivity.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Agents will be able to delete the content of inbound and outbound messages. They will also be able to delete the name of the author of inbound messages. Like masking a call, this will allow them to hide sensitive information, such as account numbers and personal ID numbers. For chat, message content and author names will be deleted for both the agent and the contact. For all other channels, content and author names will only be deleted on the agent's side.
You will be able to enable this functionality for agents in their Digital Experience role.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to click Reply next to specific messages. Their reply will quote the original message. This will allow agents to reference specific topics in conversations.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Icons will display next to agents' messages to indicate these statuses:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to record and send audio messages. They will also be able to receive and listen to audio messages using an inline audio player.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, agents cannot edit the additional fields in the Outcomes window if the Status has been set to Closed. Those fields include Disposition, Notes, and Tags. In this release, agents will be able to edit those fields for any interaction assigned to them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Currently, this feature is in controlled release. In this release, it will be generally available.
Agents will be able to elevate an interaction from one channel to another. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. They will be able to elevate:
This will make interactions seamless. It will also simplify reporting. The entire interaction will be connected to one interaction ID. There will be individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, the changes agents make to their CXone Agent settings in the Settings app are stored in their browser. When agents clear their browser's cache and cookies, those settings are reset. In this release, they will be stored in the NICE CXone servers. When agents clear their cache and cookies, their settings will remain as configured.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
If the agent's primary audio device fails, CXone Agent will switch to the next available audio device. This will ensure continuous audio for agents.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Agents will be able to choose how the Enter key on their keyboard behaves when they're drafting messages. A new setting called Send with Enter will be added to the CXone Agent settings in the Settings app. It will have these options:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to select their location when they log in to CXone Agent. A drop-down list of locations will appear in the Voice Preferences window. You will be able to configure the locations in this list in Admin > Locations > Location Definitions.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The following changes will be made to the CRM integration experience for CXone Agent:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, click-to-dial does not recognize special characters or leading zeroes in phone numbers. In this release, it will recognize special characters in phone numbers, such as slashes and pound signs. It will also recognize leading zeroes in phone numbers, such as those in the United Kingdom.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the CXone Agent user interface:
This will make it easier to distinguish between those icons.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Real-Time Interaction Guidance and Google Contact Center AI (CCAI) will be supported in CXone Agent.
For more details, select the Agent Assist Hub filter on the top right.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, when agents search full names in standard address books in the Directory, no results appear. In this release, when agents search full names, the Directory will display results.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Currently, the CXA SDK is available in a controlled release. To use the SDK, you must work with your Contact Center Account Representative. In this release, the SDK will be generally available. Your developers will be able to get the SDK on demand at npmjs.com. This will let integrators use the SDK and access the SDK documentation at will.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The SDK will include UI components. This will give your developers a starting point for your own app and minimize the amount of effort needed to develop a front end. These components will be showcased in the sample front-end application. The sample app is in the SDK repository.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On deploy |
Currently, integration with Google Contact Center AI (CCAI) is in controlled release. In this release, it will become generally available.
CCAI is an AI platform that you will be able to integrate with Contact Center as an agent assist application. You will be able to use CCAI with voice and legacy CXone chat interactions. You will be able to use it with MAX, CXone Agent, CXone Agent Integrated, CXone Agent Embedded, and CXone Agent for Microsoft Teams. This integration will help the agent to resolve contact issues faster.
The supported CCAI features will include:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Real-Time Interaction Guidance (RTIG) and Google Contact Center AI (CCAI) will be supported in CXone Agent, CXone Agent Embedded, CXone Agent for Microsoft Teams, and CXone Agent Integrated.
This does not include Smart Reply. This is a CCAI feature that is not yet supported in these applications.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to screen pop Visualforce pages to agents using CXone Agent Embedded for Salesforce (CXone Agent for Salesforce). The Visualforce page will appear to agents when an interaction is assigned to them. You will be able to configure this in your Studio script using a POPURL action.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to screen pop Salesforce Flows to agents using CXone Agent for Salesforce. The Flow will appear to agents when an interaction is assigned to them. You will be able to configure this in the Search workflow payload in your Studio script.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, context switching is one-way and not automatic. When agents click a link to a Salesforce record in CXone Agent for Salesforce (CXA-SF), it opens as a screen pop in Salesforce. In this release, context switching will be bi-directional and automatic. When agents open a record in Salesforce, the interaction associated with that record will open in CXA-SF. Likewise, when agents open an interaction in CXA-SF, the record associated with that interaction will open in Salesforce. This will work for both voice and digital interactions.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, when setting up CXone Agent Embedded in Microsoft Dynamics Channel Integration Framework (CIF) v2.0, you can only specify one session template. This is done in the Custom Parameters of the channel provider. In this release, you will be able to specify two session templates:
You will be able to configure the tabs that appear in Microsoft Dynamics for each session template.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to delete the content of inbound and outbound messages. They will also be able to delete the name of the author of inbound messages. Like masking a call, this will allow them to hide sensitive information, such as account numbers and personal ID numbers. For chat, message content and author names will be deleted for both the agent and the contact. For all other channels, content and author names will only be deleted on the agent's side.
You will be able to enable this functionality for agents in their Digital Experience role.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to click Reply next to specific messages. Their reply will quote the original message. This will allow agents to reference specific topics in conversations.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Icons will display next to agents' messages to indicate these statuses:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to record and send audio messages. They will also be able to receive and listen to audio messages using an inline audio player.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, agents cannot edit the additional fields in the Outcomes window if the Status has been set to Closed. Those fields include Disposition, Notes, and Tags. In this release, agents will be able to edit those fields for any interaction assigned to them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Currently, this feature is in controlled release. In this release, it will be generally available.
Agents will be able to elevate an interaction from one channel to another. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. They will be able to elevate:
This will make interactions seamless. It will also simplify reporting. The entire interaction will be connected to one interaction ID. There will be individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, the changes agents make to their CXone Agent Embedded settings in the Settings app are stored in their browser. When agents clear their browser's cache and cookies, those settings are reset. In this release, they will be stored in the NICE CXone servers. When agents clear their cache and cookies, their settings will remain as configured.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
If the agent's primary audio device fails, CXone Agent Embedded will switch to the next available audio device. This will ensure continuous audio for agents.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Agents will be able to choose how the Enter key on their keyboard behaves when they're drafting messages. A new setting called Send with Enter will be added to the CXone Agent Embedded settings in the Settings app. It will have these options:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to select their location when they log in to CXone Agent Embedded. A drop-down list of locations will appear in the Voice Preferences window. You will be able to configure the locations in this list in Admin > Locations > Location Definitions.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The following changes will be made to the CRM integration experience for CXone Agent Embedded:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, click-to-dial does not recognize special characters or leading zeroes in phone numbers. In this release, it will recognize special characters in phone numbers, such as slashes and pound signs. It will also recognize leading zeroes in phone numbers, such as those in the United Kingdom.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the CXone Agent Embedded user interface:
This will make it easier to distinguish between those icons.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Real-Time Interaction Guidance and Google Contact Center AI (CCAI) will be supported in CXone Agent Embedded.
For more details, select the Agent Assist Hub filter on the top right.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, when agents search full names in standard address books in the Directory, no results appear. In this release, when agents search full names, the Directory will display results.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Agents will be able to delete the content of inbound and outbound messages. They will also be able to delete the name of the author of inbound messages. Like masking a call, this will allow them to hide sensitive information, such as account numbers and personal ID numbers. For chat, message content and author names will be deleted for both the agent and the contact. For all other channels, content and author names will only be deleted on the agent's side.
You will be able to enable this functionality for agents in their Digital Experience role.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to click Reply next to specific messages. Their reply will quote the original message. This will allow agents to reference specific topics in conversations.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Icons will display next to agents' messages to indicate these statuses:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to record and send audio messages. They will also be able to receive and listen to audio messages using an inline audio player.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, agents cannot edit the additional fields in the Outcomes window if the Status has been set to Closed. Those fields include Disposition, Notes, and Tags. In this release, agents will be able to edit those fields for any interaction assigned to them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Currently, this feature is in controlled release. In this release, it will be generally available.
Agents will be able to elevate an interaction from one channel to another. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. They will be able to elevate:
This will make interactions seamless. It will also simplify reporting. The entire interaction will be connected to one interaction ID. There will be individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, the changes agents make to their CXone Agent for Microsoft Teams settings in in the Settings app are stored in their browser. When agents clear their browser's cache and cookies, those settings are reset. In this release, they will be stored in the NICE CXone servers. When agents clear their cache and cookies, their settings will remain as configured.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
If the agent's primary audio device fails, CXone Agent for Microsoft Teams will switch to the next available audio device. This will ensure continuous audio for agents.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Agents will be able to choose how the Enter key on their keyboard behaves when they're drafting messages. A new setting called Send with Enter will be added the CXone Agent for Microsoft Teams settings in the Settings app. It will have these options:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to select their location when they log in to CXone Agent for Microsoft. A drop-down list of locations will appear in the Voice Preferences window. You will be able to configure the locations in this list in Admin > Locations > Location Definitions.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The following changes will be made to the CRM integration experience for CXone Agent for Microsoft Teams:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, click-to-dial does not recognize special characters or leading zeroes in phone numbers. In this release, it will recognize special characters in phone numbers, such as slashes and pound signs. It will also recognize leading zeroes in phone numbers, such as those in the United Kingdom.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the CXone Agent for Microsoft Teams user interface:
This will make it easier to distinguish between those icons.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Real-Time Interaction Guidance and Google Contact Center AI (CCAI) will be supported in CXone Agent for Microsoft Teams.
For more details, select the Agent Assist Hub filter on the top right.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, when agents search full names in standard address books in the Directory, no results appear. In this release, when agents search full names, the Directory will display results.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Agents will be able to delete the content of inbound and outbound messages. They will also be able to delete the name of the author of inbound messages. Like masking a call, this will allow them to hide sensitive information, such as account numbers and personal ID numbers. For chat, message content and author names will be deleted for both the agent and the contact. For all other channels, content and author names will only be deleted on the agent's side.
You will be able to enable this functionality for agents in their Digital Experience role.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to click Reply next to specific messages. Their reply will quote the original message. This will allow agents to reference specific topics in conversations.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Icons will display next to agents' messages to indicate these statuses:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to record and send audio messages. They will also be able to receive and listen to audio messages using an inline audio player.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, agents cannot edit the additional fields in the Outcomes window if the Status has been set to Closed. Those fields include Disposition, Notes, and Tags. In this release, agents will be able to edit those fields for any interaction assigned to them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Currently, this feature is in controlled release. In this release, it will be generally available.
Agents will be able to elevate an interaction from one channel to another. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. They will be able to elevate:
This will make interactions seamless. It will also simplify reporting. The entire interaction will be connected to one interaction ID. There will be individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, the changes agents make to their CXone Agent Integrated settings in in the Settings app are stored in their browser. When agents clear their browser's cache and cookies, those settings are reset. In this release, they will be stored in the NICE CXone servers. When agents clear their cache and cookies, their settings will remain as configured.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
If the agent's primary audio device fails, CXone Agent Integrated will switch to the next available audio device. This will ensure continuous audio for agents.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Agents will be able to choose how the Enter key on their keyboard behaves when they're drafting messages. A new setting called Send with Enter will be added the CXone Agent Integrated settings in the Settings app. It will have these options:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to select their location when they log in to CXone Agent Integrated. A drop-down list of locations will appear in the Voice Preferences window. You will be able to configure the locations in this list in Admin > Locations > Location Definitions.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The following changes will be made to the CRM integration experience for CXone Agent for Microsoft Teams:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the CXone Agent Integrated user interface:
This will make it easier to distinguish between those icons.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Real-Time Interaction Guidance and Google Contact Center AI (CCAI) will be supported in CXone Agent Integrated.
For more details, select the Agent Assist Hub filter on the top right.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, when agents search full names in standard address books in the Directory, no results appear. In this release, when agents search full names, the Directory will display results.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Currently, the SCIM APIs support OAuth authentication with Contact Center. In this release, a new set of SCIM APIs will support basic authentication. These will allow you to use an encoded access key ID and secret for authentication that integrates with an external identity provider. You can generate the access key credentials in your API user account in Contact Center. These new APIs will provide you with an additional option for integrating Contact Center with an external identity provider.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to return two new fields with the SCIM APIs: user and role. This will give you access to the SCIM user's assigned role, team, and login authenticator.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to create data erasure requests via API. This will help you comply with GDPR privacy regulations. The new API will be documented in the Multi-ACD category on the developer portal.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
If you have CXone Multi-ACD set up with CXone Recording, a new API will let you start, stop, and disallow recording. The API will have three endpoints that will let you:
This API will let you manage recording capabilities and adhere to privacy requirements like GDPR. It will be documented in the Multi-ACD category on the developer portal.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Digital Experience will employ throttling to manage messaging traffic and avoid congestion. This means that if Contact Center approaches its capacity, it will reduce the speed of digital messaging to maintain the health of the system. However, the limits are generous and will allow for thousands of messages and events to occur before nearing capacity, so reduced performance is unlikely.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
A new Boolean parameter for digital messages, isReplyToSpecificMessage, will indicate whether a message is a response to another specific message. The following messages APIs will be able to accept this parameter:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, voicemail message timestamps in CXone Attendant display in the business unit time zone with no option to adjust the setting to reflect the user's local time zone.
In this release, you will be able to adjust the voicemail message timestamps so that each user sees them in the time zone configured for their Contact Center user profile. This will make it easier for you and your agents to find voicemails according to the time they were received.
To make this change, you must have administrator permissions in CXone Attendant.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
The CryptoJS library will be added to the Bot Builder scripting feature. You will be able to use hashing functions in authentication requests made in your JavaScript scripts. This will allow you to use API calls that require hashing authentication.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Inactive bots will automatically be deactivated. Bots will be considered inactive when they have not engaged in conversation in the past 30 days. This will help your organization optimize costs in your Contact Center system.
Deactivated bots will have a status message on the main page of Bot Builder that indicates they have been deactivated. You will be able to reactivate them by going into the bot's settings and clicking Reactivate Bot.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Coaching packages and plans will be read-only after the 24.4 release. You will only be able to see existing coaching packages and plans data. You will not be able to create new coaching packages and plans. You can use the CXone Coaching application to create coaching sessions.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
In this release, CXone Dashboard will introduce new widgets and a feature specially designed for CXone PM. Two of these are Gamification widgets. Currently, CXone PM is in controlled release.
These widgets and this feature require a CXone PM license.
These awards will serve as performance-based incentives for agents.
This widget will require a CXone PM license. It will show the distribution of all dispositions assigned to your contacts, helping you understand how they are managed. You will be able to view your data in a table, chart, or both. The widget will display data from ACD and Digital Experience and differentiate between them, providing a more detailed and comprehensive view of your data.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to access your last configured projection more easily and efficiently. When you click the projection icon, your last configured dashboards will open automatically. If you haven’t previously selected any dashboards for projection, the settings menu will display. If you have, the projection will start based on your last saved settings.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to view the trends of selected metrics in the KPI Trend Widget. The information will be broken down by dimensions (like Skills or Teams) or attributes (like Device Type or Engagement Rule).
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
There will be a number of improvements:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The following are updates made to the CXone developer portal during the 24.3 deployment period:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Safe Select is an all-in-one campaign management tool. It simplifies compliance around campaigns sent through voice, SMS, and email channels. The process of agents approving each communication also determines the order of records. This is useful for TCPA requirements in certain jurisdictions. Other key features of Safe Select are:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
C3 Payments is a PCI-compliant payment tool. It offers a system of workflows for contacts to make a one-time secure payment. These workflows can be initiated by an agent and also be used in agentless interactions. They keep the agent out of the PCI scope, which ensures compliance for your business and security for your contacts. Other key features of C3 Payments are:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Surfly Standalone Video Chat
Currently, Surfly offers video chat in combination with co-browsing. In this release, Surfly will offer video chat as a standalone product. If you don't need co-browsing, you can still let agents add video to any interaction.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
SMS Expansion
Textel's core SMS product will receive the following enhancements:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Capacity's virtual agent will integrate with the CXone Virtual Agent Hub. This will make it available for all digital channels and the voice channel. The virtual agent will also support a helpdesk bot for your agents. This will empower your agents with an AI assistant that opens in their agent application. The helpdesk will provide agents access to important information as they handle contacts.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
A new Studio action called TYPING INDICATOR will be available to display a visual indicator that the sender is typing.
For more details, select the Studio filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Digital Experience will employ throttling to manage messaging traffic and avoid congestion. This means that if Contact Center approaches its capacity, it will reduce the speed of digital messaging to maintain the health of the system. However, the limits are generous and will allow for thousands of messages and events to occur before nearing capacity, so reduced performance is unlikely.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Digital Experience will enable early workflow loop detection. This will allow Contact Center to identify if a workflow automation (WFA) job is currently running. If a workflow is already running, it will not allow the same action to execute again. For example, Workflow A changes the case status to Closed for resolved interactions, but Workflow B has a Before case closed trigger that sends a satisfaction survey and changes the case status from Closed back to Resolved. This creates a loop in which both workflow automations keep running. Improving loop detection will help avoid this problem and make WFA more efficient. Loop detection will also catch exceptions where workflows intentionally execute multiple times or create a cycle of actions. These exceptions will be allowed to execute.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Currently, you receive an error message if you try to recreate a custom field that has been deleted. In this release, you will be able to view and restore deleted custom fields for cases and customer cards. These will include any historical data associated with the custom field. This is helpful for cases in which applications expect a specific custom field name.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
CXone email, digital SMS, digital chat (live and asynchronous), and Bring Your Own Channel (BYOC) will be available in the Seoul, South Korea region and the Australia region.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Priority-based blending routes the interaction with the highest priority to the available agent, regardless of which channel it comes from. Currently, priority-based blending includes inbound voice, legacy CXone digital, and Personal Connection interactions. In this release, Digital Experience channels will be included in priority-based blending. This change will create a more complete priority-based blending experience.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On toggle |
Currently, Contact Center supports several messaging and social channels that depend on third-party vendors such as WhatsApp, Google, Apple, and so on. In this release, support for the following messaging platforms will be available in UAE, the Seoul, South Korea region, and for FedRAMP moderate customers in North America:
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On toggle |
Other digital channels can be made available based on the needs of users in each region.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, you can only include text in the title of a WhatsApp message template. In this release, WhatsApp message templates will support images, videos, and documents as well. If you add multimedia to a message template, it will always be included until you edit it again in the WhatsApp manager. This capability will only be available for Bot Builder, APIs, and MAX. It will not be available in CXone Agent in this release, but will be in a future release.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The following UI changes and capabilities will be added to WhatsApp channels:
This update will only be available for WhatsApp in this release, but these capabilities will be supported for other channels in the future. These UI changes will only be available in CXone Agent, not MAX.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The CXone email threading mechanism will support the in-reply-to email header. This will provide a more complete picture of the conversation between an agent and all email recipients.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
More updates will be made to the recently redesigned chat window. The UI of the chat window is being redesigned to provide parity of features and appearance between Guide and existing chat options. The appearance of existing rich messaging content will be updated to align with the updated chat design. This will provide a more seamless experience when chatting with contacts. Design changes will be made to rich content including:
These updates will be available to users providing digital chat through CXone Guide. If you are an existing customer using chat through Digital Experience and want to access these design updates, contact your Contact Center Account Representative.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
Currently, the CXone Agent applications use a different emoji library than digital chat. In this release, the digital chat window will support the same emoji components available in CXone Agent. This will improve the resolution of the emojis used in digital chat, which will improve the customer experience by making emojis more visually appealing and easier to interpret. It will also provide parity of features and appearance between Guide and existing chat options. These updates are available to new users providing digital chat through CXone Guide. If you are an existing customer using chat through Digital Experience and want to access these design updates, contact your Contact Center Account Representative.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Enhancements will be made to the UI of the chat window to be friendlier to screen readers. This will provide a more inclusive online experience and make digital content and services more accessible to users with visual impairments.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The mobile SDK will update to version 2.2.
The mobile SDK will have several technical changes. A full list of changes will be available in the changelog, which is in the SDK repository. The following are highlights of the changes:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
With this feature, you will be able to expand your data conversation capabilities to additional datasets through:
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
With this feature you will be able to know whether there were any anomalies in key metrics and you will have access to:
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Knowledge Generator will be enhanced with several new features:
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Enlighten Actions will support Brazilian Portuguese. With this update, you will be able to do the following in Brazilian Portuguese:
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to compare your contact center metrics against industry benchmarks. The following metrics will be included:
This feature will provide valuable insights to measure your performance relative to industry standards.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
With this update, you will be able to gain comprehensive insights into the Knowledge Base and Agent Queries performance.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to authenticate contacts in real time as they speak with Enlighten Autopilot. First, the contact will create a personal voiceprint, which is like their password. Then, when speaking with Autopilot, if their speech pattern matches the personal voiceprint, they will automatically be authenticated. This type of authentication will happen during normal conversation. As the contact begins speaking with Autopilot, they'll automatically pass or fail. This will let the contact skip an authentication step, improving the interaction flow and efficiency. This feature will support English, French, and German.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On deploy |
You will be able to integrate CXone Expert or any third-party knowledge base (KB) with Autopilot. This will let Autopilot access KB articles, images, and links to share them with contacts. This integration will help Autopilot offer more comprehensive and helpful information to contacts.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
Enlighten Autopilot will be able to use adaptive cards in text-based interactions. Adaptive cards are interactive messages that include elements like buttons, lists, and input fields. They help engage contacts in the conversation and allow you to display information or options in a more appealing manner. Work with your Contact Center Account Representative to set up adaptive cards for Autopilot.
| Customer Request | ✖ | UI Change | ✖ | Availability | CR On toggle |
The Amelia bot recently updated to version 6.5. In this release, Autopilot will use v6.5. This will provide enhancements like updated language packs and expressions, premium Google voices, and updates to the Conversation Report.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Enlighten Autopilot will be available for FedRAMP (moderate) systems in the United States.
| Customer Request | ✖ | UI Change | ✖ | Availability | CR On toggle |
Currently, you can restrict access to knowledge based on the role and permissions of the person using your bot. In this release, you will be able to further restrict access according to the following settings applied to pages in CXone Expert: page privacy, page paths, or page tags. Additionally, you will be able to configure a user name for the bot. The permissions assigned to that user will limit the knowledge the bot can access.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, AutoSummary is available for all interactions that occur on digital messaging channels except for Digital Experience email. In this release, AutoSummary will also support Digital Experience email. Summaries of what occurred during the entire conversation will be included in agent notes after the case status is marked Closed or Resolved. Legacy ACD chat, SMS, and email do not support AutoSummary.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Enlighten AutoSummary will support summaries in Brazilian Portuguese. Summaries in Portuguese will only be available via the generative AI mode. You will not have the option to include sentiment details or resolution status in these summaries like you can for summaries in English.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, the Intent Builder in Enlighten AutoSummary focuses on intents. In this release, Intent Builder will move to Ontology Studio, which manages both intents and actions. The new Ontology Studio will allow you to visualize the intents and actions on three levels. For each intent or action, you will see snippet examples that help you understand when to select them. This will enable analysts or administrators to choose the right model for the business, publish it, and start using it.
To use this feature, you will need an Interaction Analytics Basic license and AutoSummary, or either an Analytics Advanced or Analytics Premium license. If you have questions, contact your Contact Center Account Representative for more information.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Enlighten AutoSummary will improve the following elements to enhance the accuracy of summaries:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to provide feedback to Enlighten Copilot for Agents through:
For calls, the Feedback Detail card will appear to agents when the call ends. It will disappear when the agent assigns it a disposition. For digital interactions, the Feedback Detail card will appear to agents after they select a Status of Resolved or Closed. It will disappear when the agent clicks Save in the Outcomes window for a Status of Closed.
This will be available for these channels: voice, live chat, Apple Messages for Business, Facebook Messenger, Instagram direct messaging, Slack, SMS, Telegram, WhatsApp, and X (formerly known as Twitter) direct messaging.
In a future release, you will be able to view this feedback in a report and use it to improve Copilot for Agents.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, when an agent inserts a step from process steps, the step's body of text appears on the same line as its title. In this release, it will appear on a new line. This will improve the readability of process steps.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to use CXone Expert tags to filter KB answers. In your Studio script, you will be able to configure one or more Expert tags agents can use to filter Copilot for Agents results. You will be able to specify up to five tag lists per Copilot for Agents profile.
That tag list will appear when agents click the Filter icon that will be added to the search bar at the bottom of Copilot for Agents. Agents will be able to select tags from that list to help them find the generated content they need faster. They will also be able to click Information next to a KB answer to see the tags that were applied to that KB answer.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The following enhancements will improve the Copilot for Agents email experience:
This will be enabled in the Copilot for Agents profile. A new Custom Selections setting will be added to the profile.
These options will be enabled in the Copilot for Agents profile. A new Copilot Email Editing Options setting will be added to the profile.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
GenAI Prompt Editor will enable you to customize and manage generative AI prompts for the final summary generated by Enlighten Copilot for Agents.
For more details, select the New Applications filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
In addition to existing features that were introduced during the controlled release, this release will introduce a new Insights Workspace page. It will feature AI-driven insights and productivity metrics to help supervisors make better strategic decisions. This release will focus on insights for monitoring frequencies and intervention impacts.
Monitoring Frequency will provide data on monitoring activities. It will help quantify the supervisor’s sessions and compare them with peers.
Intervention Impact will track sentiment changes after the supervisor’s interventions (coach and join). This will help assess the effectiveness of the supervisor’s assistance in improving agent performance.
Insights will be shown in both graphical and tabular formats.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
A customizable search experience will let you smoothly incorporate your unique queries, permissions, and needs into CXone Expert. It will let your consumers source relevant, concise information without reading multiple articles. They will be able to use natural language search in their questions and receive natural language in their answers. This will increase query resolution efficiency and decrease support events.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
Generative response reporting will let you monitor generative search queries, feedback, and click-through rate on source articles. This will help you to make informed decisions about content and generative AI settings to improve user satisfaction and increase utilization.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
Documentation about the CXone Expert generative AI tools will guide you to do the following:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
The Expert Kernels report will give you insight into usage, queries, and content adequacy. This will help you to identify content gaps and assess content readiness for AI and LLM applications.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new method of cross-platform authorization will work with OIDC configurations to provide faster authentication. This will allow Enlighten Copilot to work seamlessly. Receiving JWT ID tokens from Enlighten Copilot will enable IdP users to authenticate in one API call without having to authenticate with CXone Expert prior to making kernel requests.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This report will let you view the number of translated pages on your site in a chosen date range. This will help you to assess usage and overages to stay within budgeted limits and to make decisions about localization and translation. It will answer questions like how many languages users translate into, which languages are popular, and which pages are translated most often.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, the import/export tool lets you export content from a primary CXone Expert site and import it into a destination CXone Expert site to provide a localized or branded knowledge experience.
In this release, more granular site resource selections for export outputs will prevent resource overwriting during import. This will provide the following benefits:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, when you define Guide branding, you set a primary theme color and a primary font color. In this release, you will be able to:
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
Currently, when Guide evaluates which rules to offer your website visitors, the rule conditions are either static (evaluated on page refresh) or dynamic (evaluated when the page is interacted with). In this release, some conditions will be evaluated every minute. These conditions are:
Additionally, the following conditions will be evaluated differently than in past releases:
If you have engagement rules that use these conditions, your visitors may notice some change in behavior.
Also, the ACD > GUIDE > Engagement Rules and ACD > GUIDE > Engagement Actions legacy pages will no longer be available. You will need to create Guide engagement rules using the Applications > Guide page.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Web developers will be able to use event broadcasting to monitor CXone Guide activity on your website. Event broadcasting will let web developers listen for events broadcasted from the Guide widget, such as a template being displayed or an entry point being clicked on. Developers can then pass the event data to third-party systems of record, such as an analytics reporting tool of their choice. Event broadcasting is intended for people responsible for integrating Guide with a website. Experience with front-end web technologies including HTML, CSS, and JavaScript is required.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Connector profiles will include a Copy button that you can click to duplicate the connector. You will be prompted to give the new connector a unique name and then save it. You will then be able to edit the duplicated connector to adjust its settings.
When you create a copy of an existing connector, the new connector will contain the original connector's URL, headers, parameters, body, timeout configuration, variable names, and secret names. The new connector will not contain the original connector's requests, client certificate, keys, passphrases, variable values, or secret values.
Copying connectors will save you time when you create new connectors that are similar to ones you already have.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A new transformer technology will improve the accuracy of transcripts for Dutch. This update will not be applied to existing transcripts, but will improve the quality of future transcripts.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to view Enlighten intents, actions, and outcomes in the Transcript View of an interaction. When you click an intent, action, or outcome in the left panel, it will highlight where this occurred in the interaction transcript. To view these details, you will need an Interaction Analytics Basic and an AutoSummary license, or an Analytics Advanced or Analytics Premium license. If you have questions, ask your Contact Center Account Representative for more information.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The Intent Trend Widget lets you analyze and compare intent trends over time and identify intent spikes. It will display anomalies found within intent trends. It will also allow you to compare intents between two different time periods. To use this widget, you will need an Interaction Analytics Basic and an AutoSummary license, or an Analytics Advanced or Analytics Premium license. If you have questions, ask your Contact Center Account Representative for more information.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, you can select the AI model you want to use for AutoSummary post-call interactions from the Language Model page in Interaction Analytics. In this release, you will be able to view specific intents and actions for the AI model you've selected. A new tool called Ontology Studio will display a breakdown of the intents or actions that occur in your interactions. Details will include three levels of analysis for intents and actions, snippet and sentence examples from interactions, and the total number of intents or actions. You will be able to apply filters to view and analyze intent and action data by percentages. To use this feature, you will need an AutoSummary and Analytics Essential license or an Analytics Premium license. If you have questions, ask your Contact Center Account Representative for more information.
For more details, select the Enlighten AutoSummary filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The Transcript Store will be able to store transcripts for interactions in multiple languages. It will even be able to store transcripts in languages not supported for analysis in Interaction Analytics.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Currently, you can only filter interaction segments by QM categories. In this release, Quality Management will support Interaction Analytics (IA) categories in addition to the existing QM categories. You will be able to filter interactions in the search results table using QM and IA categories.
For more details about QM's support of IA categories, select the Quality Management filter at the top right.
This feature will only be available to tenants with the IA and Quality Management Advanced or Premium licenses.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, this feature is in controlled release. In this release, it will become generally available.
You can filter interactions by their disposition value.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, you access the Interactions search feature from the Interactions entry in the navigation pane. In this release, it will be available from the Interactions Hub entry.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, this application is in controlled release. In this release, it will be generally available. The features previously in controlled release, including the Risk Detection board, Litigation Hold policy, Litigation Release policy, and Media Deletion policy, will also be generally available.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Users will be able to set and automate policies to run on a specific schedule. This will allow actions like media deletion or litigation hold to happen automatically, without manual intervention.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Data Erasure policy will allow secure deletion of data to comply with privacy regulations. This will ensure that audio and screen recordings, Interaction Analytics transcripts, and Personally Identifiable Information (PII) in metadata will not be recoverable after deletion.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Users will be able to create custom widgets that will include CXone Interaction Analytics (IA) categories. Using these custom widgets, users will be able to monitor risks on an ongoing basis and take action based on their organizational needs and requirements.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Support for a new Cisco integration that will enable call recording for small to medium-sized businesses using Cisco CUCM together with UCCX.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
This feature will allow you to record calls made by Mobile/Remote Agents. Mobile Agents, regardless of their physical location, will be defined as agents using phones not directly controlled by Unified CC.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Telephony integration capabilities will be enhanced with the addition of a new customer Session Border Controller (SBC): Avaya SBCE for Avaya telephony integration.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The configuration process for creating a third-party telephony for Multi-ACD will be simplified by reducing unnecessary steps in the Configuration wizard. Interface and device group creation are no longer part of the wizard and will be created separately after the telephony is set up.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Voice recording control APIs will allow users to trigger and control the recording of voice and screen on demand.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
CXone Multi-ACD will be able to handle the recording of large-scale tenants with up to 5,500 concurrent calls and 10,000 active agents, enhancing performance capability.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Support for the latest CUCM version 15 for Cisco integration will ensure compatibility with the most up-to-date Cisco telephony and features.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The back-end communication between RingCentral and CXone requires authentication. This validates the communication for security purposes. Currently, this authentication is set up to accept username and password as valid credentials. In this release, CXone will adopt OAuth as the new authentication method. You must work with NICE or your own developers to implement OAuth. The existing username/password method will continue to be supported; however, it will eventually be removed. If you have an integration with RingCentral, plan to update the authentication method. Work with your Contact Center Account Representative on a roadmap and deadline.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Partner Adapters will be available in the Korea region.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, Integration Hub is in controlled release in Europe and the United States. In this release, it will become generally available in those same regions. To enable this feature for customers, you will need to open the tenant, go to the Applications & Features tab, open the Automation & AI settings, and enable the following:
For more details, select the New Applications filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, the ability to route based on multiple custom agent attributes is in controlled release in Australia and the United States. In this release, it will become generally available in Australia, Europe, and the United States. To allow you to enable this feature for customers, a new Multiple Attributes field will be available on the Applications & Features tab of a tenant, under ACD Features > Advanced Routing Features.
For more details, select the ACD filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following UI updates will be made to the Agent Integrations section in Tenant Management:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Content on this page is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your Contact Center Account Representative.
A Gamification module will be added in the Performance Management Act app. It will have the following features:
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
Duplicate Metrics: You will be able to create custom metrics by duplicating existing ones. You'll be able to copy an existing metric, including its basic attributes, configuration, and assignment.
Recalculate Metrics: You will be able to recalculate metric values, which is especially useful when metric definitions change or when new data is uploaded.
Calculated Metric Expression Validation: When you create or edit calculated metrics, validation for the mathematical expressions used will be provided. This feature will enable the use of elements like existing metrics, numbers, operators, functions, and variables in your formula.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
You will receive timely system alerts to monitor your objectives' progress. These alerts will enable proactive management by letting you know about any major changes or milestones.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
You will be able to use the KPI Trend Widget to visualize your objectives. You will also be able to track performance trends over time, which will help you identify areas that need improvement.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
You will be able to mark a question as critical for a particular section. This will fail only the section of the form to which the question belongs, not the entire form. We will add two options to mark as critical: the entire form and the section of a question.
Currently, you can mark a question as critical, which causes the entire form to fail. In this release, you will be able to configure the failure of the entire form or a section of the form to which the question belongs.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Quality Management app will support IA categories in addition to the existing QM categories.
IA categories will enable customized category building using logical operators (OR, AND, AND NOT) to find specific words or phrases in interactions tailored to either agent or contact sides. They will be able to include timestamps to identify when words or phrases appear.
The “IA Category Support in Quality Management” feature will be applicable only to tenants who possess both the IA and QMA/QMP licenses. Tenants with only the QMA/QMP licenses will not be impacted by this feature.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Performance Monitoring will be renamed to Quality Performance to provide the most meaningful insights of the feature.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The same ScreenAgent instance will now be able to work with multiple Contact Center tenants (not in parallel).
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The Agent Refusal Expanded report will provide an advanced view of your agent refusals. It will include the following new columns in addition to those available in the Agent Refusal report:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Agent by Day Expanded report will provide an advanced view of agent productivity. It will include the following new columns in addition to those available in the Agent by Day report:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
These release notes apply to CXone Studio and Desktop Studio. For features specific to CXone Studio, go to the CXone Studio section.
A new Studio action called TYPING INDICATOR will be available. This action will allow you to have a visual indicator that the sender is typing. For example, some chat applications use bouncing dots as a typing indicator. This is helpful in scripts for virtual agents, to help make the virtual agent appear more human. It also allows you to communicate to the contact that the virtual agent is responding. This action will work with digital chat and any third-party application that supports typing indicators.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
These release notes apply to the web-based CXone Studio application. For changes that also apply to the Desktop Studio application, go to the Studio section.
The SNIPPET action will have a debugging tool. This will allow you to test and debug your code in SNIPPET actions. You will be able to see the state of variables and errors in your code line-by-line. You will also be able to set breakpoints, which will allow you to have the debugging stop at a certain point in the code.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to run up to 20 traces at the same time in CXone Studio. Each trace will open in a new trace output window.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, you can search for scripts using the names of actions or words in their captions. In this release, you will be able to search using the script media type, script status, and variable name or value.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
CXone Studio will have a new page called Prompts. This page will allow you to manage the prerecorded audio files currently available in your Contact Center system. You will also be able to upload new, prerecorded audio files one at a time.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Improvements will be made to the script workspace. You will be able to:
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
A new provider for CXone Continuous Stream Transcription will be available. Deepgram is a third-party transcription service that uses deep learning and AI to provide high-accuracy transcription results. It provides the ability to boost or suppress certain keywords. Deepgram also supports replacing one word or phrase with another in the final transcription results. For example, you could replace examples of foul language with another word, such as bleep or ploppers.
You will be able to add Deepgram as your transcription provider for Continuous Stream Transcription. Currently, your agents must use Agent for Service Cloud Voice with Deepgram transcription. Deepgram will require the purchase of a separate license.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
This feature is available for users with the Advanced license.
Managers will have the flexibility to generate a plan whenever needed. They won't have to rely on preset optimization rules. Plans will expire one hour from the time of creation, based on the optimized time and date.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Time-Off summary data will be viewable in Hours:Minutes format, in addition to days. This will allow for an easier understanding of time off earned and planning purposes.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to edit all rules in the table instead of each rule separately.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, Extra Hours in Self-Service is only available in the day schedule view. In this release, agents will be able to see available extra hours opportunities in the weekly view as well.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
This trade enhancement will allow agents to exchange days off with one another, thereby increasing flexibility with schedule changes.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Updates to the staffing requirement calculator during the forecasting process will yield more accurate staffing requirements with higher sensitivity to parameter changes.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
In the mobile app, agents will be able to cancel individual days in a multi-day time-off request.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The CXone WFM mobile app will support SSO for user authentication.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |