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Release Notes > Contact Centre User Hub

Release Notes

RingCentral Contact Centre User Hub

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

Coming Soon in the 26.3 Release - User Hub

This page shows the products and features currently planned for the 26.3 release cycle, which begins on 3 August 2026 and ends when the next release begins, which is currently targeted for 25 October 2026. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle. Remember that you may be required to purchase a license or sign up for a controlled release (CR) program to access some of them.

How to Use This Page

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.
Web or Desktop Studio	For Studio features only. Whether the feature is supported in web Studio, desktop Studio, or both.
Availability	This cell tells you two things about the feature: Whether it's available for all Contact Center customers or only a select group. GA: The feature is generally available (GA) for all customers. Some GA features may require you to purchase a license to use it. CR: The feature is available for customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your Contact Center Account Representative. When you can expect to see the feature in your environment. On toggle—The feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when that is. On deploy—The feature is immediately available when the new release deploys to your environment.

Enhanced Token Security

Contact Center will soon improve security by adding session IDs (sid) and token IDs (jti) to all login tokens to help you track user sessions from start to finish. These IDs will make it easier to see exactly how and when a session is used, helping with security audits. We are also adding a safety feature that automatically stops access if a security key is disabled. These changes will improve your security monitoring without changing how you log in today.

Customer Request

✖

UI Change

✖

Availability

On toggle

ACD

Unified Quick Responses Generally Available

Currently, unified quick responses are in controlled release (CR). With the 26.3 release, they will be moved to general availability (GA).

You will be able to configure short messages that agents send to contacts while working in the agent application. Today, these messages must be set up in different areas of ACD, depending on the type of message needed. This makes the configuration process confusing and inefficient. In this release, we will deliver a new, unified Quick Response. This will allow you to create and manage all of these messages in one place.

To make individual quick responses available to agents in the agent application, you will assign them to ACD skills. Previously, the legacy quick responses and rich messages were associated with tags. By associating them with skills, you will be able to easily make quick response options available to agents when they're relevant.

Using quick responses will require permissions at the agent and administrator levels. Agent permissions will allow them to use quick responses and add them to a favorites list. Admin permissions will allow them to view, create, and edit quick responses.

Digital quick responses and rich messages will be automatically migrated. The migration process will take place during the 26.3 release cycle, but the timing may not align with when the 26.3 release deploys to your cluster. This means you could see the Quick Responses page in ACD before your digital quick responses and rich messages are migrated.

Customers who have been using unified quick responses in CR will notice these additional features in the 26.3 release:

Customer Request

✖

UI Change

✓

Availability

On deploy

Telecom Route Override Added to ACD Skills Bulk Upload Template

The bulk upload template for ACD skills will be updated with a column for the Telecom Route Override field. This aligns the settings so they can be configured from the platform UI or the bulk upload template. This will prevent bulk uploads from unintentionally overwriting this setting with a null value.

Customer Request

✓

UI Change

✖

Availability

On deploy

ACD Routing

Execution Logs for Real-Time Routing Rules

You will be able to access log files that provide details about the execution of real-time routing rules. The logs will provide you data about each time the system executes a rule to route an interaction. This will allow you to efficiently review system behavior, validate routing outcomes, and troubleshoot issues. You will be able to see:

The time the rule executed. When you expand a log, you will be able to see the full date and time of execution.
The ACD skill the rule used.
The metric the rule uses. When you expand a log, you will be able to see the condition set for the metric. You will also be able to see a graph of the metric for each time the rule has executed that day.
The status of that instance of rule execution. When you spend a log, you will be able to see more details about the status.

You will be able to search and filter the log results by ACD skill, status, and metric to find the entries you want.

Customer Request

✖

UI Change

✓

Availability

On toggle

Bulk Update Template for Real-Time Routing Rules Primary Skills

You will be able to manage primary agent skill assignments using a bulk update template. You will be able to upload and download the template directly from the Primary Skills section in real-time routing rules. You will be able to export current assignments to a file template and upload new assignments for up to 1,000 skills and 5,000 agents at once. This change simplifies the initial setup and management of primary skills, providing better visibility and coverage insights for your routing strategies.

Customer Request

✖

UI Change

✓

Availability

On toggle

Real-Time Routing Rules Performance Enhancements

Real-time routing rules engine will receive enhancements to performance and scalability. The updates will ensure that the system can process up to 25,000 active rules at the same time across the entire cluster. The system stability will be improved, allowing faster rule evaluation, even during times of high interaction volumes.

Customer Request

✖

UI Change

✖

Availability

On toggle

Compliance for Manual Outbound Calls

Currently, Contact Center does not do compliance checks for manual outbound calls. This means that when an agent dials an outbound call from the agent application, Contact Center does not check Do Not Call lists, time zone restrictions, or do other compliance-related verifications. In this release, you will be able to have these compliance checks performed for manual outbound calls. If the call violates a compliance check, the system will not place the call.

To use this option, you must have Outbound Engagement (SmartReach). You will need to configure the compliance rules in the Outbound Engagement (SmartReach) application.

Customer Request

✓

UI Change

✖

Availability

On toggle

Actions

Launch Coaching Sessions from Augmentation Opportunity Through Agent Performance Variance

Currently, managers who identify agent performance gaps on the Agent Performance Variance page must manually switch to the Coaching application and re-enter the agent and sub-topic details to initiate a coaching session. There is no direct link between the two surfaces, which introduces friction and risks losing context during the hand off.

In this release, you will be able to launch a coaching session directly from the Agent Performance Variance page, with the relevant agent and sub-topic context pre-filled in the Coaching application. This removes the need to switch tools or re-enter information manually. You will be able to:

Select Launch Coaching from the row context menu for any agent row in the Agent Performance Variance table. The Coaching application opens in a new tab with the agent, sub-topic name, and a pre-composed performance objective already populated, so you can move straight to reviewing and completing the session details.
View a Coaching Sessions column in the Agent Performance Variance table that shows the total number of coaching sessions launched for each agent and sub-topic row at a glance. Hovering over the count displays a tooltip showing the dates and times of the last five sessions, giving you a quick view of recent coaching activity without leaving the page.
Receive in-context confirmation in the chat panel each time a session is launched, logging both the action and a timestamp so you have a record of what was initiated and when.
Coaching controls are displayed only when the Coaching feature is enabled for your tenant. Users without the required Create permission under Coaching Management will not see the option.

Customer Request

✖

UI Change

✓

Currently, Actions maintains conversation history for every user interaction and maps business data attributes that may contain personally identifiable information such as email addresses and phone numbers. There is no automated mechanism to process GDPR Article 17 Right-to-Erasure requests within Actions, meaning data removal must be handled outside the application.

In this release, you will be able to process GDPR deletion requests through Actions automatically, ensuring that patron data stored across conversation history and associated data stores is erased completely in response to a Right-to-Erasure request. You will be able to:

Trigger automated erasure of all stored patron data across conversation history, saved prompts, followed charts, data visualizations, user preferences, and anomaly history when a deletion request is received. This ensures comprehensive data removal across all relevant storage points without requiring manual intervention.
Rely on a 7-year immutable audit trail maintained for every erasure event, supporting compliance reporting requirements without retaining any of the erased personal data itself.

Customer Request

✖

UI Change

✓

Availability

On deploy

Role-Based Data Visibility in the Observability Dashboard

Currently, the Observability Dashboard does not apply data restrictions in its initial release. All users with access to the dashboard can view all data across the Copilot dashboard, Autopilot, AI Agents (Cognigy) for Process Automation (Task Assist), and business impact metrics, regardless of their team or skill assignments in User Hub.

In this release, you will be able to assign Global Views to users in User Hub, restricting their visibility in the Observability Dashboard to data associated only with their authorized teams or skills. You will be able to:

Configure a Global View in User Hub scoped to specific teams or skills and assign it to one or more users. Once assigned, the user's view of all Observability Dashboard data, including filters, selectors, and table content will be limited to their authorized scope. This ensures that users in one team cannot view performance or quality data belonging to another team.
Allow users without a Global View assignment to retain full tenant visibility by default, so no disruption occurs for administrators or users who do not require data restrictions.
Expect a gradual rollout of this feature using a feature toggle, enabling controlled activation across tenants before full release.

Customer Request

✓

UI Change

✓

Availability

On deploy

Change to Hire Date Field in Bulk Upload

The hire date field will become optional in the bulk upload CSV, preventing incorrect default values when no date is provided. If left blank, the system will automatically assign the current date, improving data accuracy.

Customer Request

✖

UI Change

✖

Availability

On deploy

Audit Logging for Impersonation Changes

CXone will log enable and disable actions for impersonation in the Tenant Audit log, including who made the change and when. This improves traceability and supports compliance by providing clear visibility into impersonation activity.

Customer Request

✖

UI Change

✖

Availability

On deploy

Role-Based Visibility for Service Accounts

Tenant Manager will now support role-based visibility for service accounts, allowing administrators to hide them from most users. This improves user management clarity and enhances security by limiting exposure of non-human accounts.

Customer Request

✖

UI Change

✖

Availability

On deploy

Accessibility improvements

The pages in the Admin application will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Agent Workspace (Agent) will display an agent’s specific Unavailable code and the time spent in that state. You will also be able to drill into Skills in the Directory to view the agents in that skill.

Customer Request

✓

UI Change

✓

Availability

On deploy

Agent Workspace (Agent) will make it easier to identify the correct agent in the Directory when multiple people share the same first and last name by providing additional identifying information. When you hover over the name, a tooltip appears.

Customer Request

✓

UI Change

✓

Availability

On deploy

Agents will be able to find people in the Directory app by searching in the “Last name, First name” format (for example, “Doe, John” or “Doe,John”), in addition to existing first name, last name, and first+last-name searches.

Customer Request

✓

UI Change

✖

Availability

On deploy

Agents will be able to search for agent records in the Directory app using an email address, not just a name. This will help agents find the right person faster and improve efficiency.

Customer Request

✓

UI Change

✖

Availability

On deploy

Resizable response editor for Digital channels

Agents will be able to resize the Digital channel response area to make it larger or smaller as needed, providing more space when composing longer messages. This capability is already available for the email channel.

Customer Request

✓

UI Change

✓

Availability

On deploy

Updated Reply Behavior: Latest Patron Only

The email reply bar will be updated so that both Reply and Reply All will automatically address the most recent patron in the conversation, instead of replying to the last message in the thread. Additionally, the Forward button will be removed from the email reply bar.

Customer Request

✓

UI Change

✓

Availability

On deploy

Digital Channels: Typing indicators while using Quick Responses

For all existing digital channels that support agent-to-patron typing indicators, when agents use Quick Responses, patrons will be able to see typing indicators indicating the agent is actively working on a reply.

Customer Request

✓

UI Change

✖

Availability

On deploy

Persistent Quick Bar pinning and menu ordering

In the App Space and Left Menu, once the apps and their orders are pinned, agents’ preferences will persist even after clearing the browser cache and cookies.

Customer Request

✓

UI Change

✖

Availability

On deploy

Warm Transfer Voice Calls to Agent already on a call

Agents will be able to warm-transfer an active voice contact to another agent who is already on a call.

Customer Request

✓

UI Change

✓

Availability

On deploy

Digital outbound drafts will immediately create a contact

When agents start a new manual outbound digital interaction, the system will create the contact/interaction immediately and update the agent.

Customer Request

✓

UI Change

✓

Availability

On deploy

Customer ID and Postal Code Validation for Outbound Engagement Skills

When agents make a manual outbound voice call using an Outbound Engagement skill, they will now be prompted to enter a customer ID and/or postal code when performing a redial from the Contact History app or making a callback on a voicemail contact. This will happen or not based on how administrators have configured Outbound Engagement.

Customer Request

✖

UI Change

✓

Availability

CR Other

Quick Bar: Default to the top configured app when no interactions are present

The Quick Bar will default to the topmost configured app when agents have no active interactions, based on their configured navigation order. This will also happen when the agent logs in for the first time and no interactions are assigned. This update will help provide a more consistent landing experience.

Customer Request

✓

UI Change

✓

Availability

On toggle

Role-Based Access Control for Group Management in Internal Chat

Users will be able to control group management actions in Internal Chat through configurable role-based permissions. This update will allow organizations to restrict who can create, rename, or modify group memberships, ensuring that team structures remain aligned with organizational governance and operational policies.

Customer Request

✓

UI Change

✓

Availability

On deploy

Internal Chat Notification Control

Users will be able to manage their Internal Chat experience with new notification preferences, including the ability to mute and unmute alerts. This feature will help agents reduce distractions and maintain focus during high-priority tasks by providing individual control over notification noise.

Customer Request

✖

UI Change

✓

Availability

On deploy

Internal Chat Enhancements

The Conversations application will be rebranded as Internal Chat and feature an updated icon for a more intuitive user experience. Additionally, you will be able to share larger files, with the cumulative file size limit increasing to 100 MB per message.

Customer Request

✓

UI Change

✓

Availability

On deploy

Agent Workspace (Embedded) (Agent Embedded) will make it easier to identify the correct agent in the Directory when multiple people share the same first and last name by providing additional identifying information. When you hover over the name, a tooltip appears.

Customer Request

✓

UI Change

✓

Availability

On deploy

Agents will be able to find people in the Directory app by searching in the “Last name, First name” format (for example, “Doe, John” or “Doe,John”), in addition to existing first name, last name, and first+last-name searches.

Customer Request

✓

UI Change

✖

Availability

On deploy

Agents will be able to search for agent records in the Directory app using an email address, not just a name. This will help agents find the right person faster and improve efficiency.

Customer Request

✓

UI Change

✖

Availability

On deploy

Resizable response editor for Digital channels

Customer Request

✓

UI Change

✓

Availability

On deploy

Updated Reply Behavior: Latest Patron Only

Customer Request

✓

UI Change

✓

Availability

On deploy

Customer Request

✖

UI Change

✓

Availability

On deploy

Customer Request

✓

UI Change

✓

Availability

On deploy

Show/Hide Caller Phone Number

Agent Workspace for Microsoft Teams (Agent for Microsoft Teams) will fully support an existing permission in Roles (Hide Caller Phone Number) that lets organizations control whether agents can see caller phone numbers. This setting will be enforced consistently at runtime across relevant Agent views to support privacy-sensitive and public-safety environments.

Customer Request

✓

UI Change

✖

Availability

On deploy

Audio Device Failover Support

Agent Workspace for Microsoft Teams (Agent for Microsoft Teams) will help prevent one-way audio during voice calls by attempting to switch to the next available audio device if the agent’s primary headset or audio device disconnects mid-call. If automatic failover cannot be applied, Agent Workspace for Microsoft Teams (Agent for Microsoft Teams) will provide an in-call option for agents to select an available input and output device.

Customer Request

✓

UI Change

✖

Availability

On toggle

Directory App Enhancements

Agent Workspace for Microsoft Teams (Agent for Microsoft Teams) will display an agent’s specific Unavailable code and the time spent in that state. You will also be able to drill into Skills in the Directory to view the agents in that skill.

Customer Request

✓

UI Change

✓

Availability

On deploy

Agent Workspace for Microsoft Teams (Agent for Microsoft Teams) will make it easier to identify the correct agent in the Directory when multiple people share the same first and last name by providing additional identifying information. When you hover over the name, a tooltip appears.

Customer Request

✓

UI Change

✓

Availability

On deploy

Agents will be able to find people in the Directory app by searching in the “Last name, First name” format (for example, “Doe, John” or “Doe,John”), in addition to existing first name, last name, and first+last-name searches.

Customer Request

✓

UI Change

✖

Availability

On deploy

Agents will be able to search for agent records in the Directory app using an email address, not just a name. This will help agents find the right person faster and improve efficiency.

Customer Request

✓

UI Change

✖

Availability

On deploy

Resizable response editor for Digital channels

Customer Request

✓

UI Change

✓

Availability

On deploy

Updated Reply Behavior: Latest Patron Only

Customer Request

✓

UI Change

✓

Availability

On deploy

Customer Request

✖

UI Change

✓

Availability

Other

Quick Bar: Default to the top configured app when no interactions are present

Customer Request

✓

UI Change

✓

Availability

On toggle

Agent Workspace for Salesforce Voice (Agent for Service Cloud Voice)

Voicemail Playback Support in Salesforce

Currently, agents using the CXone Agent Application for Salesforce Voice may need to access external CXone interfaces to listen to customer voicemail messages, creating workflow fragmentation and increasing handling time.

In this release, agents will be able to play back customer voicemail recordings directly within the Salesforce. Voicemail interactions will appear alongside other voice and digital interactions, enabling agents to access voicemail messages, review customer requests, and initiate follow-up actions such as returning calls or creating cases all without leaving Salesforce.

This feature streamlines the agent workflow by eliminating the need to switch between applications, reducing average handling time, improving agent productivity, and delivering a unified interaction management experience within a single interface.

Customer Request

✓

UI Change

✓

Availability

On deploy

NiCE Digital Channel Support for Salesforce Voice

Currently, CXone Mpower Agent for Salesforce Voice supports only voice interactions in the Salesforce Omni-Channel widget. In this release, NiCE digital channel messaging will be added to the Enhanced Omni-Channel widget. The CXone routing engine will route all digital interactions to agents alongside voice, allowing them to view, accept, and handle every channel type from a single interface.

Supported NiCE Digital Channels:

NiCE Live Chat: Agents will be able to receive, view, and handle live chat interactions within the Enhanced Omni-Channel widget, with routing handled by the CXone routing engine.
NiCE WhatsApp: Agents will be able to receive, view, and handle WhatsApp interactions.
NiCE SMS: Agents will be able to receive, view, and handle SMS interactions within the Enhanced Omni-Channel widget, with routing handled by the CXone routing engine.

This feature eliminates the need to switch between separate tools for voice and digital channels, reducing handle time and enabling agents to serve customers across channels from a single workspace.

Customer Request

✓

UI Change

✓

Availability

On deploy

Salesforce Cases and Email-to-Case Support with Unified Routing

Agents will be able to receive and handle Salesforce Cases, as well as Email-to-Case interactions, routed through the CXone routing engine directly within the CXone Agent for Salesforce Voice Omnichannel widget.

Once a Salesforce Case is created and routed through external routing to NICE, it will leverage NICE Unified Routing to intelligently assign the case to the appropriate agent.

Customer Request

✓

UI Change

✓

Availability

On deploy

Agent Workspace (Browser Extension) (Agent Integrated) will make it easier to identify the correct agent in the Directory when multiple people share the same first and last name by providing additional identifying information. When you hover over the name, a tooltip appears.

Customer Request

✓

UI Change

✓

Availability

On deploy

Agents will be able to find people in the Directory app by searching in the “Last name, First name” format (for example, “Doe, John” or “Doe,John”), in addition to existing first name, last name, and first+last-name searches.

Customer Request

✓

UI Change

✖

Availability

On deploy

Agents will be able to search for agent records in the Directory app using an email address, not just a name. This will help agents find the right person faster and improve efficiency.

Customer Request

✓

UI Change

✖

Availability

On deploy

Resizable response editor for Digital channels

Customer Request

✓

UI Change

✓

Availability

On deploy

Updated Reply Behavior: Latest Patron Only

Customer Request

✓

UI Change

✓

Availability

On deploy

Customer Request

✖

UI Change

✓

Availability

Other

Agent Workspace Premium (Desk)

WCAG 2.2 AA Accessibility Support for Agent Workspace Premium (Desk)

The Agent Workspace Premium (Desk) will soon be updated to align with WCAG 2.2 AA standards, ensuring a more inclusive and accessible experience for all agents. This enhancement will focus on improving navigation and usability for users who rely on assistive technologies.

Customer Request

✖

UI Change

✓

Availability

On deploy

Standardized Default Views for List Components

Customer Request

✖

UI Change

✓

Availability

On deploy

Customer Request

✓

UI Change

✖

Availability

On deploy

Designer Admin Redesign and Simplification

The Designer interface will be redesigned to migrate to a modern UI framework and simplify the configuration process for Agent Workspace Premium (Desk).

Customer Request

✖

UI Change

✓

Availability

On deploy

Expanded Language Support for Agent Workspace Premium (Desk)

Agent Workspace Premium (Desk) will soon support all languages available in the standard Agent Workspace application, automatically detecting and applying the language based on your browser settings. However, Agent Workspace Premium (Desk) are not available in certain regions.

Customer Request

✖

UI Change

✓

Availability

On deploy

Updated Look and Feel with NiCE AI C26 Theme for Topic AI

Topic AI will adopt the NiCE AI C26 (Cognigy 2026) theme with a fully redesigned application layout aligned with all NiCE AI applications within CXone. The updated interface will include new fonts, color palette, updated box shapes, and refreshed icons. Color contrast will meet accessibility standards. Key layout changes will include:

Filters will move from the right panel to the header.
The statistics panel will be removed and integrated into the main view, which will now include Kanban, tree view, and list view.
Examples will move to the right panel.
Switching between topic types (customer intents and agent actions) will move to a left panel.

This change will provide a consistent visual and navigational experience across all NiCE AI applications.

Customer Request

✖

UI Change

✓

Availability

On toggle

Topic AI Model Validation Enhancements

After enriching a Topic AI model, you will be able to view model coverage and accuracy metrics on a new Overview page. In addition, each category, topic, and subtopic will include an accuracy metric calculated by LLM as a judge. This will allow you to check accuracy at every level and take actions such as rename, remove, move, or merge topics accordingly . The Overview page will also highlight low-accuracy topics across all topic types and will provide direct links to the topic view for taking action. These enhancements will make it easier to see which topics are working well and which ones need more refinement.

Customer Request

✖

UI Change

✓

Availability

On toggle

Expanded Language Support

Topic AI will support the following additional languages:

Korean
Japanese
Italian
Chinese (Mandarin and Cantonese)

This update will include specialized handling for non-whitespace languages to ensure high accuracy and deeper insights across global conversations.

The system will not support switching between different languages within a single conversation.
Combining whitespace (e.g., English) and non-whitespace (e.g., Japanese) languages will not be supported when enriching data.

Customer Request

✖

UI Change

✓

Availability

On toggle

Topic AI Accuracy Improvements

Topic AI will provide better coverage and accuracy across all topic types, including improved topic naming, automatic creation of new categories when required, and better topic granularity. These updates will help organize your data more effectively by creating specific new categories instead of grouping items under "Other."

Customer Request

✖

UI Change

✖

Availability

On toggle

Expanded Subtopic Examples

The number of visible examples for each subtopic will increase from 5 to 50, allowing for a more thorough assessment of intents and actions. A new scrollable interface and prioritized high-impact sentences will help you quickly verify the accuracy of the topic.

Customer Request

✖

UI Change

✓

Availability

On toggle

Decouple Topic AI from Analytics

Users will be able to use Topic AI independently from Interaction Analytics (CXone). To get started, you will need to:

Activate a new Topic AI license in Analytics Services (at Tenant Manager).
Create Analytics Policies with Topic AI enabled.
Create a Topic AI Collection from Integration Hub.
Use the Topic AI application in the same way as before.

This update will allow you to upload and enrich your AI models directly from Integration Hub, even without an Interaction Analytics (CXone) license. You will be able to filter and sample up to 40,000 interactions to improve your AI-driven insights using your own data.

The recommended filters are:

Last 90 days
Voice only interactions
Transcript Language (must filter as filter transcribed sessions only)

Customer Request

✖

UI Change

✓

Availability

On toggle

Lock Subtopics in Topic AI

Users will be able to lock critical L3 subtopics to prevent them from being changed or removed during model updates. This feature will also support allowing to lock topics related to holidays so they will be retained on the next enrichment cycle, even if those topics are not present in the new enrichment data. Visual indicators for locked items and new filtering options will help users easily manage and protect essential business topics.

Customer Request

✖

UI Change

✓

Availability

On toggle

Accessibility Improvements

Topic AI will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Agent-Edited Summary Retrieval Through Agent-Edited Summary API

Currently, the GET /final-summary API returns only the AI-generated conversation summary. When an agent edits the summary before disposition, that agent-verified version, which often reflects more accurate, contextually refined information is not accessible via any API endpoint. Downstream consumers such as CRM integrations, QA platforms, and reporting pipelines receive the raw AI output rather than the final human-verified version saved to the system of record.

In this release, you will be able to retrieve the agent-edited final summary through the new Agent-Edited Summary API. The API returns the agent-edited version when one exists.

Customer Request

✖

UI Change

✖

Availability

On deploy

Automated Summary (AutoSummary) Support for Dialer Personal Connection Calls

Currently, Copilot is not initiated for Dialer Personal Connection calls. As a result, no AutoSummary is generated for these call types, even when the associated skills are part of an active Copilot profile. Agents handling outbound dialer calls must complete after-call work manually without AI-generated summaries.

In this release, Copilot will be initiated for Dialer Personal Connection calls when the associated skill is included in a Copilot profile. AutoSummary will be generated and available after the call in a manner consistent with inbound and contact-based interactions.

This feature will be available later in the release cycle.

Customer Request

✖

UI Change

✖

Availability

On deploy

Customizable Prompts for Self-Service Summary

In this release, you will be able to customize the LLM prompts used to generate Self-Service Summary through the GenAI Prompts. A new Self-Service category will be added to the GenAI Prompts with a Self-Service Summary sub-category, including a default prompt that you can modify to match your specific use case and language requirements. You will be able to:

Configure a custom Self-Service Summary prompt that controls how conversation summaries are generated for self-service interactions. Configurable parameters include maximum summary length, output language, and custom instructions.
Apply the same language selection available in other GenAI Prompts categories, covering the full range of languages supported across the platform.

Currently, when scripts are synced from the primary tenant to the secondary Multi-Region BCP tenant, they must be manually edited to change IDs for entities such as ACD skills. This is because the same entities have different IDs on each tenant, so to make sure that scripts work properly on the Multi-Region BCP tenant, they must reference the correct IDs for that tenant.

In this release, you will be able to use Studio dictionaries to map references to entities in each tenant. This will mean that you no longer need to manually edit scripts on your Multi-Region BCP tenant. The system will split scripts and files into smaller batches and process them at the same time to avoid timeouts, even for up to 50,000 items. The new approach will solve this by handling work in smaller parts. It will also retry failed batches automatically and show issues in the sync dashboard.

Script changes will be required to use Studio dictionaries. You will need to replace any reference to specific entities such as ACD skills with dictionary-based references.

Customer Request

✓

UI Change

✖✓

Availability

On toggle

Engagement Hub (Multi-ACD/Open) Disaster Recovery Sync

In the upcoming release, Engagement Hub (Multi-ACD/Open) will support Disaster Recovery (DR) and Multi-Region BCP by automatically syncing recording configuration data across AWS regions. Key elements like Telephony Systems, Interfaces, Device Groups, and Devices will be copied to a secondary region every 24 hours to ensure readiness during outages. In a failover situation, systems will be quickly activated with minimal manual effort to maintain recording operations. The feature will also maintain data consistency across regions and will require a Multi-Region BCP DR license to be enabled.

Customer Request

✓

UI Change

✖

Availability

On toggle

ANI-Based Routing for Multi-Region Storage

Multi-Region Storage (MRS) rules will now include Automatic Number Identification (ANI) as a filter. This will mean admins will be able to control where outbound interactions are stored based on the agent’s phone number (ANI). Previously, this was only possible for inbound calls using DNIS. The same logic and validations will now apply to ANI, which will make it easy to configure. This update will help large organizations manage and resolve the storage location better, while still following the limit of 10 rules per file type for each Business Unit.

This feature will be available for users with Multi-Region Storage enabled in Tenant Management.

Customer Request

✓

UI Change

✓

Availability

On toggle

Performance and Retrieval Improvements

The system could not handle large number of requests efficiently. Because of this, the retrieval page would freeze. This caused business problems, as customers were not able to create new retrieval requests until the old ones were archived.

In the upcoming release, the long-term retrieval page will be upgraded by adding pagination to help manage large lists of data more easily. Continuous scrolling and automatic sorting in descending order of request date will also be introduced, ensuring that the newest requests always appear at the top of the list for faster access.

Customer Request

✓

UI Change

✓

Availability

On toggle

Copilot for Agents

Automatic Form Pre-filling in AI Agents (Cognigy) Workflows

Currently, autofill is limited to the initial Copilot starter form. Once a workflow transitions into AI Agents (Cognigy)-authored forms, agents must manually enter values even if that information already exists in the system or appears later in the conversation.

In this release, you will be able to automatically prefill fields in AI Agents (Cognigy) authored adaptive cards using information available in the conversation context. Copilot evaluates available data sources and populates form fields at render time and progressively as new information becomes available during the interaction. You will be able to:

Prefill form fields automatically at render time using customer profile data, session context, transcript-derived entities, and prior workflow outputs.
Benefit from progressive auto-fill as additional information becomes available mid-conversation, such as when a background workflow returns new data or the customer provides new details. Form fields complete themselves without disrupting the interaction.
Review and edit any prefilled value before submission. Fields entered or modified by you are treated as the final value and are never overwritten by the system.
Ensure that only valid values are inserted. Copilot validates candidate values against each field’s schema before populating them, so fields always receive appropriately formatted data.

This feature applies to all standard field types including text, numeric, date and time, dropdown, checkbox, and radio. Prefilled fields are visually distinguished in the form to help you quickly identify auto-populated values from manually entered ones.

This feature will be available later in the release cycle.

Customer Request

✖

UI Change

✖

Availability

On deploy

AI Agents (Cognigy) for Process Automation (Task Assist) Support for Engagement Hub

In this release, you will be able to use AI Agents (Cognigy) for Process Automation (Task Assist) workflows in Copilot for Agents in Engagement Hub environments that do not use Studio. This allows agents working on Engagement Hub to invoke AI Agents (Cognigy) based workflows from the AI Agents (Cognigy) for Process Automation (Task Assist) panel, including API lookups using customer data such as the calling number.

This feature enables Engagement Hub customers to benefit from guided workflow automation within Copilot without requiring a Studio dependency. Customer metadata from Engagement Hub is passed into Copilot at interaction time so workflows have the context they need to operate.

This feature will be available later in the release cycle.

Customer Request

✖

UI Change

✖

Availability

On deploy

Partial Digital Handover to AI Agent

In this release, you will be able to temporarily delegate part of a digital interaction to an AI Agent to complete routine tasks such as collecting structured information, guiding the customer through troubleshooting steps, or executing step-based procedures. While the AI Agent handles the delegated task, you can observe the conversation in real time and take control at any moment. You will be able to:

Initiate a handover to an AI Agent with a single action during an active digital interaction. The AI Agent immediately becomes the active participant and interacts directly with the customer.
Monitor the live conversation while the AI Agent collects information. Form fields in the AI Agents (Cognigy) for Process Automation (Task Assist) panel populate automatically as the customer provides answers, giving you real-time visibility into progress.
Reclaim control of the conversation at any time. When you do, the AI Agent immediately stops sending messages and you resume direct communication with the customer.
Configure whether the AI Agent discloses its automated nature to the customer. This can be enabled or disabled at the administrator level depending on your organization’s requirements.

When the AI Agent completes the delegated task or is unable to continue, conversation control automatically returns to you with a confirmation notification. If the customer becomes inactive during AI interaction, the delegated session times out and control returns to the agent. The AI Agent makes up to three collection attempts per required field before escalating.

This feature will be available later in the release cycle

Customer Request

✖

UI Change

✓

Availability

On deploy

Concurrent Workflow Execution in AI Agents (Cognigy) for Process Automation (Task Assist)

Currently, workflows execute sequentially within Copilot. When a workflow is active, other workflows must wait until the current one completes. This prevents supporting workflows from running alongside the primary workflow and delays backend automation tasks that could otherwise execute in parallel.

In this release, you will be able to run multiple workflows concurrently within the same customer interaction. Workflows that require your input are displayed as dedicated tabs within the AI Agents (Cognigy) for Process Automation (Task Assist) panel, and you can switch between them at any time and complete tasks in any order. You will be able to:

Work on multiple active workflows simultaneously by switching between tabs in the AI Agents (Cognigy) for Process Automation (Task Assist) panel. Each tab displays the workflow name and current status.
Let background workflows run silently without creating a tab. When a background workflow completes or fails, the result surfaces as a card in the main Copilot panel.
View a summary panel listing all active workflow tabs and their statuses, with a search function to quickly locate a specific workflow when many are running simultaneously.
See a persistent indicator on the Copilot toolbar when any workflow tab requires your input, so you never miss a pending action.

Administrators can configure the maximum number of workflows that may run concurrently. When the limit is reached, additional workflows are queued and promoted automatically when capacity becomes available. Queued workflows can be removed at any time.

This feature will be available later in the release cycle.

Customer Request

✖

UI Change

✓

Availability

On deploy

Enhanced Control for Advanced Rules

In this release, there are new settings to refine how advanced rules behave during interactions. You will be able to:

Set a maximum number of times a rule can trigger in a single interaction
Define a cool-off period to prevent repeated back-to-back alerts
Configure an activation threshold so rules trigger only after conditions are met a set number of times
Create rules based on customer intent, so actions are triggered by meaning rather than exact keywords

Customer Request

✖

UI Change

✓

Availability

On deploy

Rich Text Formatting in Custom Cards

In this release, you will be able to display richly formatted content in Custom Cards using Adaptive Card rendering. Custom Cards will support bold, italic, underline, strikethrough, hyperlinks, bullet lists, numbered lists, and color and size variations — making it significantly easier for agents to scan and act on knowledge article content. You will be able to:

Present Knowledge Hub article content with structured formatting rather than as a plain text string. Headers, step lists, and highlighted terms are rendered as intended, making the content easier to follow during a live interaction.
Include clickable hyperlinks within card content so agents can navigate directly to referenced resources without leaving the Copilot panel.
Combine multiple text styles within a single card element using rich text formatting, including bold, italic, underline, highlight, and custom color, giving you precise control over how information is emphasized.

This feature uses the Adaptive Card framework already in use for workflow forms and cards. Formatting is applied by configuring the JSON payload that drives the card, giving administrators full control over how card content is presented to agents.

Customer Request

✓

UI Change

✓

Availability

On deploy

Copilot Simulator in AI Studio

Currently, administrators and prompt engineers configure prompts and Copilot behaviors in AI Studio but have no native way to validate those configurations before deploying to a live environment.

In this release, you will be able to test your Copilot configuration directly within AI Studio using a native Copilot Simulator. A collapsible Simulator panel opens alongside the AI Studio editor and provides a high-fidelity sandbox for validating prompt changes without requiring a deployment. You will be able to:

Simulate a live interaction by typing inputs as both the customer and the agent in a mock chat feed, or by uploading a JSON transcript to replay a specific conversation scenario.
Inject session metadata to test conditional routing logic, such as simulating a VIP customer profile, an authentication state, or a specific geographic region, without affecting production data.
Inspect the raw LLM request and response payloads, token usage, execution latency, and the AI model invoked for each interaction step.
Test prompt changes immediately after saving them in the AI Studio editor. Changes are available in the Simulator without requiring a full environment compilation or deployment cycle.

All actions in the Simulator are isolated from production data and systems. Simulated workflows do not execute live API calls, and no changes are written to production databases during testing.

Customer Request

✖

UI Change

✓

Availability

On deploy

Agent-Level Profile Assignments within Skills

Currently, a Copilot for Agents profile can only be assigned to an ACD skill as a whole, meaning every agent working that skill automatically uses the same profile. There is no way to assign a profile to a subset of agents within a skill.

In this release, you will be able to assign Copilot for Agents profiles at two levels of granularity: to all agents in a skill, or to specific agents within a skill. This gives you precise control over which agents receive AI-assisted Copilot guidance without affecting others working the same queue. You will be able to:

Add skills to a profile in skill-only mode, preserving the existing behavior where all agents in the skill inherit the profile automatically.
Switch any skill assignment to skill-plus-agent mode and select specific agents from that skill using an agent picker. Selected agents are listed within the profile assignment and clearly distinguished from full-skill assignments.
Add or remove individual agents from an existing skill-plus-agent assignment at any time without removing and re-adding the skill.
Resolve conflicts through a guided modal when an agent is already assigned to another profile, with options to cancel or reassign the agent to the current profile.

This feature is designed for phased Copilot rollouts, pilot programs, and scenarios where agents in the same skill queue need different Copilot configurations. The same skill can appear in multiple profiles with non-overlapping agent lists. All assignment changes are recorded in the audit log.

Customer Request

✓

UI Change

✓

Availability

On deploy

Duplicate Copilot for Agents Profiles

Currently, there is no way to duplicate or clone an existing Copilot for Agents profile. Creating a new profile that is similar to an existing one requires manually recreating every configuration setting from scratch, which is time-consuming as profiles grow more complex.

In this release, you will be able to duplicate any existing Copilot for Agents or AI Profile with a single action. The duplicate is created as a new, independent profile with all configured settings copied under a name you provide. You can then modify the duplicate without affecting the original profile.

Customer Request

✓

UI Change

✓

Availability

On deploy

Bulk Skill Assignment Import and Export

Currently, skill assignments to AI Profiles must be managed individually within the Assignments tab. For tenants with hundreds or thousands of skills, manually assigning skills to profiles is time-intensive and error-prone.

In this release, you will be able to export existing skill assignments from a Copilot for Agents profile as an Excel or CSV file, and import skill assignments in bulk from a file. You will be able to:

Export the current skill assignment list, including Skill ID and Skill Name, in Excel or CSV format. Use the exported file as a starting point for making bulk changes or as a record of current assignments.
Import a skill assignment file and preview the changes before committing. The preview shows each skill’s ID, name, current profile assignment, and the action that will be taken: Add, Remove, or Ignore.
Choose an import mode of Overwrite or Add New Skills. Overwrite removes existing assignments before importing the file. Add New Skills imports only skills not already assigned to the profile.
Configure how Copilot for Agents profile conflicts are handled during import. Automatic Override reassigns any conflicting skills to the current profile automatically. Manual Review flags conflicts for your decision before the import is committed.

Customer Request

✓

UI Change

✓

Availability

On deploy

Hide Copilot for Agents Option

In this release, you will be able to enable a Hide Copilot for Agent setting in the AI Studio Profile that suppresses the CopilotUI entirely while Copilot continues to run in the background. All configured features such as AutoSummary, custom LLM prompts, and background workflows will continue to operate normally. The Copilot panel simply will not be displayed to the agent and AutoSummary content will not be sent into the Agent Workspace > Outcome Panel > Disposition Notes field.

This setting is useful when Copilot outputs are intended for managerial assessment of Copilot, supervisors, downstream systems, or reporting pipelines rather than the agent directly. Enabling it does not affect any background feature, and all applicable usage fees apply regardless of whether the panel is visible.

Customer Request

✖

UI Change

✓

Availability

On deploy

New Output Languages for Copilot for Agents

In this release, you will be able to configure Copilot for Agents profiles and GenAI Prompts to output in 12 additional language and location combinations, extending Copilot’s reach to more regions and customer populations. The new languages available are:

Danish (Denmark)
Thai (Thailand)
Malay (Malaysia), Malay (Brunei), Malay (Singapore)
Indonesian (Indonesia)
Tagalog (Philippines)
Hindi (India)
Catalan (Spain), Basque (Spain)
English (South Africa), English (India)

These languages are available in the AI Studio Profile language selector and across all customizable prompt categories in GenAI Prompts, including AutoSummary, Realtime Summary, Realtime Sentiment, Journey Summary, KB Answer, and Customer Prompt categories. Location-specific language combinations are also added to the GenAI Prompts.

Customer Request

✖

UI Change

✖

Availability

On deploy

Email Channel Enhancements — Knowledge Hub Support

Copilot for Agents for email was initially released in Controlled Release with limited functionality available only with direct Expert deployments. The current implementation does not support Knowledge Hub response generation, and does not support AutoSummary, Realtime Summary, or Realtime Sentiment for email interactions.

In this release, you will be able to configure and use the full range of Copilot AI features for email interactions, including topic extraction and response generation using Knowledge Hub content, AutoSummary, Realtime Summary, and Realtime Sentiment. You will be able to:

Generate email responses using Knowledge Hub content, fully customizable through GenAI Prompts. A loading indicator appears while the response is being generated. Once generated, unanswered customer topics are highlighted in the response so you can supplement the draft before sending.
Customize email-specific prompts for five dedicated categories in GenAI Prompts: Email Topics, Email Responses, Email Realtime Summary, Email Realtime Sentiment, and Email AutoSummary. Each category can be assigned independently in the AI Profile.
Use interaction context data in email response generation. When supplemental customer data is available, Copilot uses it alongside knowledge base content to inform the response.
Rephrase and simplify text within the email response field using the sparkle icon functionality, which continues to work in this implementation.

Customer Request

✖

UI Change

✓

Availability

On deploy

Real-Time Transcript View for Engagement Hub

Currently, the real-time transcript of a voice call is used by Copilot internally to generate suggestions, but the transcript itself is not displayed to the agent in the Copilot UI. Agents using Engagement Hub environments have no way to view the live transcript within Copilot.

In this release, you will be able to enable a real-time transcript view in Copilot for Agents, primarily for Engagement Hub deployments. When enabled in the Copilot profile, a transcript icon-button appears on the Copilot toolbar. Clicking it opens a dedicated Transcript page that displays utterances as they are captured during the call, labeled by participant.

You will be able to view the live transcript during an active call without leaving the Copilot panel. The transcript display is consistent with the format used in Agent Workspace (Agent), providing a familiar experience across tools.

The Show Transcript setting is configured in the Copilot for Agents profile under the General tab and applies to the voice channel only.

This feature will be available later in the release cycle.

Customer Request

✓

UI Change

✖

Availability

On deploy

Real-Time Transcript View for Engagement Hub

Currently, there is no cap on how many rules can trigger during a single interaction. All matching rules fire simultaneously regardless of volume, and there is no way to prioritize which rules take precedence when multiple rules match at the same time.

In this release, you will be able to configure two new controls on the Copilot for Agents profile Rules tab to manage how many rules fire during a single interaction and which rules take precedence when multiple rules match simultaneously. You will be able to:

Set a Maximum Rules Per Interaction value on the profile. Once the configured number of rules has triggered during a call, rule evaluation stops for all subsequent utterances.
Reorder rules on the profile Rules tab using drag-and-drop. When multiple rules match on the same utterance and the remaining capacity cannot accommodate all of them, the order you define determines which rules fire first.
The cap is optional — leaving the field blank preserves the existing behavior where all matching rules trigger without a limit. Rule ordering is scoped to the profile, so the same rule can have a different priority in different profiles.

Customer Request

✓

UI Change

✓

Availability

On deploy

Interaction Lifecycle Event Triggers in Rules

Currently, rules can only be triggered by keywords or phrases and by intent detection. There is no way to trigger a rule based on what happens during the operational lifecycle of an interaction, such as when a call starts or ends.

In this release, you will be able to configure rules that trigger based on interaction lifecycle events in addition to utterance-based triggers. This allows you to launch checklists, decision trees, or automated workflows at precisely the right moment in an interaction. Supported interaction events include:

Interaction Started — fires when Copilot is initiated at the start of the interaction, enabling you to launch opening checklists or pre-call workflows automatically.
Interaction Ended — fires when the customer disconnects, enabling automatic post-call actions to trigger without agent input.

Interaction event triggers are configured from the rule creation page using a dedicated Interaction Events trigger type. They work within the existing conditions and actions framework and have no impact on existing keyword or intent-based rules.

Customer Request

✖

UI Change

✓

Availability

On deploy

Trigger Decision Trees Through Rules

Currently, Decision Trees are triggered directly from the Copilot interface without involvement of the Rules. This limits flexibility and means Decision Trees cannot be invoked conditionally based on conversation signals — unlike Text Cards, which can already be triggered through rules.

In this release, you will be able to configure a Decision Tree as a linked action in the Rules. When the rule’s conditions are met, the selected Decision Tree is automatically triggered and rendered to the agent without any manual action required.

This feature brings Decision Trees into the Rules Engine’s trigger-and-action framework, enabling them to launch automatically based on keywords, intent detection, or interaction lifecycle events depending on how the rule is configured.

Customer Request

✖

UI Change

✓

Availability

On deploy

Bulk Import for Decision Trees

In this release, admins will be able to build Decision Trees faster by importing sections and fields in bulk from a CSV template, significantly reducing the time required to create large or complex trees. As an admin, you will be able to:

Download a blank CSV template from the Decision Tree configuration screen and populate it with sections, fields, question text, data types, and mandatory settings. Uploading the completed file imports, all sections and fields in a single operation.
Preview the imported content before committing the import. The preview displays each row for review, allowing you to validate the import and remove individual rows if required before completing the import.

Customer Request

✖

UI Change

✓

Availability

On deploy

PDF Print for Decision Trees

In this release, agents will be able to export completed Decision Trees as a PDF, making it easier to retain records, support audits, and hand completed workflows over to other teams. As an agent, you will be able to:

Print a completed Decision Tree as a PDF after all questions have been answered. The print view displays all sections and answers in a read-only format and includes an option to show or hide questions that were skipped because of pre-conditions.
Download the generated PDF to your local machine for record-keeping, audit purposes, or handoff to another team.
Return directly to the submission confirmation screen after closing the print view, allowing you to continue your workflow without interruption.

Customer Request

✖

UI Change

✓

Availability

On deploy

Copilot for Supervisors

Multi Language LLM-Based Urgent Assist Alert

Urgent Assist detection will move to LLM via Prompt Manager, enabling multi language support. The Urgent Assist reason and interaction summary will be displayed in the language configured in the Copilot profile.

Supported languages will include Chinese Simplified (China), Chinese Traditional (China), Dutch (Netherlands), English (Australia), English (Canada), English (UK), English (US), Finnish (Finland), French (Canada), French (France), German (Germany), Italian (Italy), Japanese (Japan), Korean (South Korea), Norwegian (Norway), Portuguese (Brazil), Portuguese (Portugal), Spanish (Latin America), Spanish (Spain), Swedish (Sweden), Welsh (Wales).

When an Urgent Assist alert is triggered for a contact, any existing Negative Sentiment alert for the same contact will be automatically removed. The alert will include the Urgent Assist reason and a summary of the interaction when the Alert Insights permission is enabled.

This feature will require the Copilot for Supervisors license.

Customer Request

✓

UI Change

✓

Availability

On toggle

You will see two new standardized Voice transfer metrics available across voice and digital channels:

Transfers
% Transfer

Customer Request

✖

UI Change

✖

Availability

On deploy

Real-time (NRT) Digital Experience (DX) Contact Metrics Return

Four NRT Digital Experience (DX) contact metrics will return to the metric selector:

New Contacts
Open Contacts
Pending Contacts
Resolved Contacts

Customer Request

✖

UI Change

✖

Availability

On deploy

Refusals Metric will Deliver Consistent Results and Accurate Time Context

One operational metric will deliver consistent results across Agent and Skill views:

Refusals

When interval-type widgets are set to hourly or minute-level intervals, the date will be displayed alongside the time for easier evaluation of multi-day trends.

Customer Request

✖

UI Change

✖

Availability

On deploy

New Agent Variance Widget

The new Agent Variance widget will show a scatter plot of each agent’s Adherence % vs. Scheduled Time, color-coded by range with a median line to quickly identify outliers.

This feature requires a WFM license.

Customer Request

✖

UI Change

✓

Availability

On deploy

New Out-of-Adherence (OOA) Cause Widget

The new Out-of-Adherence (OOA) Cause widget will use a treemap to reveal what agents were doing during out-of-adherence periods. Each segment will represent an activity, sized by occurrence count or percentage of OOA time, helping WFM Managers and Supervisors understand the drivers behind adherence deviations.

This feature requires a WFM license.

Customer Request

✖

UI Change

✓

Availability

On deploy

Updated WFM Adherence Report

Legacy report grids will be replaced with modern widgets for a consistent design, better performance, and improved usability.

This feature requires a WFM license.

Customer Request

✖

UI Change

✓

Availability

On deploy

View Forecasted Intraday Data on the Dashboard

WFM Managers will be able to use metric widgets to view forecasted intraday data for future dates directly on the dashboard.

Customer Request

✖

UI Change

✓

Availability

On deploy

New Landing Page for Usage and Billing Reports

The new Usage Report landing page will provide easy access to the following Usage and Billing reports:

Users Usage
Agents Usage
Ports Usage
Personal Connection Usage

Customer Request

✖

UI Change

✓

Availability

On deploy

Accurate Last Login Values on Agent List Report

The Last Login field will show an agent’s most recent login from the past 30 days. If no sessions are recorded within the 30-day window, you will see a null value instead of a misleading timestamp so activity can be tracked accurately.

Customer Request

✖

UI Change

✓

Availability

On deploy

Administrator Access Control for New ACD and QM Reports

Updated permissions will allow Administrators to grant or restrict access to new ACD and QM reports.

Customer Request

✖

UI Change

✖

Availability

On deploy

New Quality Plan Distribution Visibility Report

The new Quality Plan Distribution Visibility Report will provide distribution insights at the plan, evaluator, and interaction levels, giving clear visibility into quality plan lifecycles, distribution behavior, and workload outcomes.

Customer Request

✓

UI Change

✓

Availability

On deploy

Updated Filter Configuration in Activity Audit Report

The Activity, Entity, and Application filter fields will appear in Settings before you run the report. Filters will be applied to the initial report output, resulting in more efficient queries.

Customer Request

✓

UI Change

✓

Availability

On deploy

Increased Data Export Capacity for Select Widgets

Export limits for the Quality Evaluation and Report widgets will increase from 10,000 to 100,000 records, allowing you to export larger datasets in a single operation. Only one export will run at a time to prevent duplicates, and you will receive a notification if the data exceeds the export limit.

Customer Request

✓

UI Change

✓

Availability

On deploy

Cognigy AI Metrics Phase II

You will see new Cognigy AI metrics on the dashboard. These metrics will help you monitor self-service performance and begin unifying AI and agent insights across Contact Center. More metrics will follow in later releases.

This feature requires a Cognigy AI Integration license.

Customer Request

✓

UI Change

✓

Availability

On deploy

Dashboard Migration Tools

Automated inventory scanning, parity analysis, and user-initiated migration tools will allow users to scan, analyze, and migrate Legacy User Hub dashboards into Contact Center Dashboards with minimal effort.

Customer Request

✖

UI Change

✓

Availability

On deploy

Report Builder for Custom Reporting

Analysts will be able to create and modify report templates, configure settings and filters, organize templates into categories, share with their team, export to Excel, PDF, or CSV, subscribe to scheduled delivery, and track all changes using Audit History.

Customer Request

✖

UI Change

✓

Availability

On deploy

CXone Recording customers will be able to access their interaction and segment metadata including segment identifiers, timestamps, interaction duration, channel, direction, recording status, hold details, disposition, business data tags, and recording alerts through CXone Data Share. Data Share will complement not replace the existing Data Extract API, and will cover interaction metadata only, not audio or screen recording media files.

Customer Request

✖

UI Change

✖

Availability

On deploy

Engagement Analytics Now Available in CXone Data Share

Engagement dimension data, including call-to-action, engagement rule, and engagement type dimensions will be available directly in Suite Views. Visit Activity, Visit Conversion, and Visit Fact views will also be updated to include engagement level data.

You'll be able to analyze digital engagement data alongside visit and conversion metrics in a single, unified reporting experience. This will make it faster and easier to build dashboards and gain insights into your digital engagement performance.

Administrators and Supervisors will soon be able to remotely adjust log levels for Desktop Discovery agents directly from the Node Watch. This feature will allow for real-time troubleshooting and configuration updates without requiring manual intervention on individual agent machines.
Administrators and Supervisors will soon be able to view and download troubleshooting logs for the Desktop Discovery Client directly from the Node Watch. This feature will streamline the support process by providing immediate access to client logs stored securely in S3 without requiring manual intervention from the end user.

Customer Request

✖

UI Change

✓

Availability

On deploy

Synthetic Activity Detection

Desktop Discovery will soon include the ability to detect synthetic input generated by idle-prevention tools, such as mouse jigglers or software-based simulators. This enhancement will provide more accurate visibility into genuine agent activity by distinguishing between human interactions and automated movements.

Customer Request

✖

UI Change

✓

Availability

On deploy

Enhanced Message Integrity Protection

To ensure the highest level of data security, Desktop Discovery will soon include a checksum verification process for message files stored on disk. This feature will automatically detect and prevent the transmission of any files that have been manually altered or tampered with, ensuring only authentic data reaches the server. The tampered files will be stored in a dedicated folder for further review.

Customer Request

✖

UI Change

✖

Availability

On deploy

Desktop Discovery Application Settings Enhancements

The Application Settings page will include updates to improve performance and clarity when managing large volumes of data. These changes will introduce new item counters for better visibility into total applications and associated assets, along with optimized selection limits to ensure a smooth and responsive experience.
Users will be able to create new applications and manage URL or caption patterns directly from the Application Settings page. This update will introduce a streamlined workflow for adding manual applications and context-aware options to quickly extend existing application definitions with wildcards.

✓

UI Change

✖

Availability

On toggle

Audit History for Digital

Users will soon be able to track configuration changes made to digital channel settings through a new Audit Trail capability. This feature will provide enhanced visibility and accountability by capturing detailed records of who made a change, when it occurred, and the specific before-and-after values for each update.

Customer Request

✓

UI Change

✖

Availability

On deploy

Mandatory Custom Field Enforcement in Agent Workspace

Agents using Agent Workspace will soon be required to complete all mandatory custom fields before resolving or closing a digital contact. This update ensures that required data is consistently captured across all agent interfaces, improving data accuracy and streamlining post-contact workflows.

Customer Request

✓

UI Change

✖

Availability

On toggle

In-Chat Apple Messages for Business Form Messages for Non-Compatible Devices

Currently, when a contact's device does not support form messages, Apple Messages for Business sends an external form link. In this release, it will break the form into simple in‑chat messages. Contacts will answer one question at a time using quick replies, list pickers, or text replies, depending on each input type in the original form message. Apple Messages for Business will send answers back to agents as a form submission. This streamlines the form filling experience for contacts with non-compatible devices, keeping them in the chat window instead of asking them to switch to a browser. Form messages are supported in iOS 18.4 and later.

Customer Request

✖

UI Change

✖

Availability

On toggle

Auto-Save Secure Form Results to Contact Custom Fields

Responses submitted through secure forms will be automatically saved to the corresponding contact custom fields eliminating the need for manual data entry. Previously, agents had to manually copy secure form data into custom fields, introducing risk of errors or missed entries. This change will ensure form data is captured consistently and immediately upon submission, improving data accuracy and reducing agent effort.

Customer Request

✓

UI Change

✖

Availability

On toggle

New Limits for Customer Card Notes

A limit of 250 notes per customer card and 5,000 characters per note will be introduced.

Once enabled:

Customer cards that already have more than 250 notes will have their oldest notes permanently deleted the next time any new note is added. This cannot be undone.
Agents attempting to save a note longer than 5,000 characters will receive an error and must shorten the content before saving.
Existing notes over 5,000 characters will remain readable but cannot be edited unless the content is reduced to within the limit.

Customer Request

✖

UI Change

✖

Availability

On toggle

You will be able to create digital SMS channels that use the following SMS providers: Textel, Sinch, and Vonage. The channels will be able to handle inbound and outbound interactions.

Customer Request

✖

UI Change

✓

Availability

On deploy

Apple Messages for Business Form Messages on Non-Compatible Devices

On Apple Messages for Business channels, forms are sent as a single message that contains all of the form fields. The contact completes the form and the system returns the form response as a single message.

On devices that don't support Apple Messages for Business form messages, the form will be sent as a series of separate messages. Each field or question on the form will be sent separately. The next field or question will not be sent until the contact answers the preceding field or question.

The contact will be notified as part of the chat that a form message is starting and given instructions. The agent will also be notified in the agent application that the contact is on a non-compatible device and given instructions about what will happen. Agents should not send other messages to the contact until the form completes.

Customer Request

✖

UI Change

✖

Availability

On deploy

Typing Indicators on Apple Messages for Business Chats

Currently, the contact only sees typing indicators when the agent is actively typing. If the agent is selecting a quick response or doing another action that doesn't involve typing, the agent's message appears in the chat application without a typing indicator. In this release, typing indicators will be displayed for all messages on channels that support typing indicators, even if the agent doesn't type anything before sending the message. Typical indicators help make conversations with virtual agents feel more natural. This change only affects interactions between contacts and human agents using Agent Workspace (Agent).

Customer Request

✖

UI Change

✖

Availability

On deploy

LinkedIn Posts and Mentions Fetched in Near-Real Time

Currently, public comments and replies on your organization's posts on LinkedIn refresh in Contact Center once a day. In this release, they will sync in near-real time. Agents will be able to see and respond to LinkedIn activity more quickly, improving the efficiency of managing interactions on this channel.

Customer Request

✓

UI Change

✖

Availability

On deploy

Delete Messages by API with Bring Your Own Channel (BYOC)

You will be able to add the ability to delete messages from your BYOC channel. To do this, you will need to update your channel to support delete by changing the hasAbilityToDelete parameter of the POST /channels endpoint to True. Next, you will need to update your middleware to accept and process the delete request from the Digital Experience (DX) APIs, similar to other calls Contact Center makes to your middleware. The platform will send the request as follows:

DELETE /1.0/channel/:channelId/messages/:messageIdOnExternalPlatform

{

"brand": {brandView},

"thread": {threadView}

}

Customer Request

✓

UI Change

✖

Availability

On deploy

BSUID Support in WhatsApp

In this release, the Meta Business Scope User ID (BSUID) will be used as the backend identifier that Digital Experience (DX) uses for WhatsApp contacts. This change prepares Contact Center for future support of WhatsApp user names, which Meta will enable for their users in the near future. With the introduction of user names, contacts who prefer not to use their phone numbers to interact with your organization will be able to use their user name instead. Users will be able to change their WhatsApp user names, but their BSUID will not be able to be changed to allow for continuity of threads with unique contacts even if their user names change.

Customer Request

✖

UI Change

✖

Availability

On deploy

DX Chat User Interface Enhancements

Several UI enhancements will be introduced to DX Chat, including clearer queue counters, a new notification sound for incoming messages, unified menu navigation, updated avatar behavior, and smooth animations. These updates also include enhanced image viewing capabilities to provide a more intuitive and professional interaction for your patrons.

Customer Request

✖

UI Change

✓

Availability

On deploy

AI Interaction Transparency for DX Chat and Mobile SDK

To support compliance with the EU AI Act, both DX Chat and the Mobile SDK will soon include a visual indicator to notify patrons when they are interacting with an AI-powered bot. This feature will provide clear transparency during automated conversations and will automatically update if the chat is handed over to a human agent.

This feature will automatically be enabled for customers in the EU. For customers outside the EU, it is optional and can be enabled in Chat Settings.

Customer Request

✖

UI Change

✓

Availability

On deploy

Enhanced Agent Privacy Control

New privacy settings will be introduced for the Mobile SDK that will allow organizations to hide sensitive agent information, such as names and avatars, during active chat sessions. These controls will help protect agent identity by replacing real-time data with generic placeholders.

Customer Request

✖

UI Change

✓

Availability

On deploy

Enhanced Strategic Planner

Migration to CXone Cloud

All ESP customers will be migrated from the WCX cloud (North America) to the CXone cloud (North America).

In this release, you will be able to use AI Assist in GenAI Prompts. AI Assist, implemented with AI Agents (Cognigy) will help you write and refine prompts directly within the application. As you create prompts, it will provide relevant suggestions and guidance. It will use existing product resources, such as online help, training materials, and prompt writing best practices, to suggest improvements and answer your questions in plain language.

In this release for Quality Management AutoScore only, you will be able to leverage transcript timestamps included in the data passed to the LLM, enabling prompts to assess time-sensitive behaviors—such as whether an agent completed a required action within a specified time frame during the interaction. For example, you can create prompts that assess questions such as:

Did the agent greet the customer within the first 25 seconds?
Was the compliance disclaimer delivered within the first minute of the call?
How long did it take the agent to acknowledge the customer's issue?

The inclusion of transcript timestamps expands the ability of Quality Management AutoScore to support evaluations that depend on time-bound criteria.

In this release, timestamp support is available at the back-end level and is included in the context provided to the LLM. Visual timestamp representation within the GenAI Prompts interface will be introduced in a future release.

Customer Request

✖

UI Change

✓

Availability

On deploy

LLM Deprecation Warnings and Prompt Template Migration

Currently, when a language model is deprecated, customers receive no proactive warning within the product. There is no mechanism to alert users when a model they are actively using is approaching end of life, and no guided path for migrating prompt templates to a replacement model.

In this release, you will be able to see proactive deprecation indicators directly within the AI Studio interface. Warning messages will appear when you are using a model that is scheduled for or has already reached deprecation. Deprecated models will also be identified by a dedicated icon in the LLM list, making it easy to scan for models that require attention.

A migration path will also be provided to help you move existing prompt template versions to a supported replacement model, reducing the risk of service disruption when a model reaches end of life.

Customer Request

✖

UI Change

✓

Availability

On deploy

Multi-Language Support for GenAI Prompts

In this release, GenAI Prompts will support multiple user interface languages, enabling users to interact with the GenAI Prompts in their preferred language. You will be able to:

View and navigate the GenAI Prompts using a supported language of your choice.
Create, manage, and test prompt configurations in a more familiar and accessible user experience.
Improve collaboration across global teams by providing a consistent experience regardless of language preference.

This enhancement makes GenAI Prompts more accessible for multilingual teams and helps users work more efficiently in their preferred language.

Customer Request

✖

UI Change

✖

Availability

On deploy

LLM Manager with Bring Your Own Model Support

Currently, GenAI Prompts profiles are tied to a fixed set of platform LLMs with no visibility or control over which models are available, their status, or their cost tier. Organizations with proprietary models, vendor contracts, or compliance requirements cannot use their own models within the GenAI Prompts.

In this release, you will be able to view the language models available in your GenAI Prompts profiles from a new LLM Manager. The LLM Manager is accessible through the Settings icon in the GenAI Prompts header. It gives you a central place to see all available models and understand their status. You will be able to:

View all available models in a table. The table shows the model's name and type label such as Out of the Box, Premium, or Custom LLM. It also shows the model identifier, the provider such as AWS Bedrock, Anthropic, or Mistral AI, the current status which can be Default, Active, Deprecated, or End of Life, and actions to Edit, Delete, or Set as Default.
Choose which LLM powers each of your GenAI Prompts profiles. You can use built-in platform models or your own custom model for user-facing prompts.

Customer Request

✖

UI Change

✓

Availability

On deploy

Guide

Per-Rule Time Zone Configuration

Currently, rule evaluation in Guide uses the tenant-level time zone for all conditions. For organizations operating across multiple regions, this creates significant configuration overhead. A rule intended for a call center in Dubai, for example, must be duplicated and rewritten in terms of the tenant's time zone often requiring two or three rule variations to represent what should be a single, straightforward schedule.

In this release, you will be able to assign a dedicated time zone to each rule directly from the Rules Configuration page. When you set a time zone on a rule, all time-based conditions within that rule including shifts, dates, holidays, and day-of-week checks are evaluated using that rule's time zone rather than the tenant default. You will be able to:

Select a time zone for any rule from a dropdown on the Create Rule or Edit Rule page. The dropdown uses standard IANA time zone identifiers such as America/New_York or Asia/Manila, so you can precisely match each rule to the region it serves.
Rely on your existing rules continuing to behave exactly as before. Any rule without an explicit time zone assigned automatically falls back to the tenant time zone, preserving full backward compatibility.
See the assigned time zone clearly displayed in the rule editor, so you always know which region's clock governs a rule's evaluation. A tooltip will guide you through what the setting controls.

Customer Request

✖

UI Change

✓

Availability

On deploy

Web Page Element Content Condition

Currently, the ability to check whether a specific element on a web page contains a particular string is available only in the legacy version of Guide. Customers who have migrated to the current Guide version do not have access to this condition type, limiting their ability to target visitors based on the text content of page elements.

In this release, you will be able to create rule conditions that check whether a specific element on a web page contains a particular string. This will allow you to target visitors based on what they see and interact with on your site, for example, showing a proactive offer, applying a tag, or triggering any other rule-based action relevant to that group. As with other page-content conditions, you must map the relevant elements using the Web Assistant Plugin.

Customer Request

✖

UI Change

✓

Availability

On deploy

Restoration of Page View and Visitor Location Data Streams

Currently, page view events and visitor location data including country, general location, and IP address are not sent to the data lake. This data was removed in the previous release due to storage concerns

In this release, all page view events will be restored to the data lake streams. Visitor location data, including IP address, location, and country, will also be restored. Specific data field definitions will be finalized as part of this release.

Customer Request

✖

UI Change

✖

Availability

On deploy

Advanced Date and Time Conditions

In this release, you will be able to define more precise schedules for your rules by including or excluding specific recurring dates and date ranges. This enhancement will help you automate rule behavior for holidays, seasonal events, and other recurring annual occurrences without having to manually enable or disable rules each year.

With the new Recurring Date & Time condition, you will be able to create recurring annual schedule exceptions and restrictions, such as the following:

Exclude a recurring holiday from a weekly schedule: Configure a rule to run Monday–Friday, 8:00 AM –5:00 PM, except every July 4.
Exclude recurring date ranges: Configure a rule to run year-round, except December 24–26 each year.
Apply schedules to recurring days within a date range: Configure a rule to run every Saturday between July 1 and August 31, recurring annually.

In this release, the following scenarios will not be supported:

Multiple dates or date ranges within a single condition for example, July 4 and December 24, or every January and every March. To achieve this behavior, you will need to create multiple conditions.
Holidays with shifting dates, such as Thanksgiving (the fourth Thursday of November) or other moveable holidays.

✖

UI Change

✓

Availability

On toggle

Enhanced Navigation and Deeper Intent Insights

IA will introduce a smoother navigation experience that keeps your search filters active when you switch between views. Additionally, new Intent fields will be available to give you more detailed reporting. We are also updating the interface with better filter layouts, easier-to-read transcripts, and a faster Category Editor that automatically focuses on your newest entries.

Customer Request

✖

UI Change

✓

Availability

On deploy

Enhanced Category Data Integration

IA will soon integrate Interaction Analytics (CXone) and Quality Management (CXone) category data into the CXone Data Lake using standardized formats. This update will allow you to leverage your custom category insights across other CXone applications, providing a more unified view of your data and deeper cross-platform analysis.

Engageware Knowledge Source Connector

In this release, you will be able to connect Knowledge Hub to the Engageware Knowledge Management System as a knowledge source. You will be able to:

Configure a dedicated Engageware connector from a new configuration screen in Knowledge Hub.
Retrieve both content articles and guided process steps from Engageware. Both types of knowledge become available to agents and customers through Knowledge Hub, expanding the range of information that can be surfaced during interactions.

Customer Request

✓

UI Change

✓

Availability

On deploy

Simplified OAuth Setup for ServiceNow Connector

Currently, setting up a Knowledge Hub connector requires customers to manually enter multiple credentials, including a Client ID, Client Secret, Access Token, and Authorization Code.

In this release, you will be able to connect ServiceNow to Knowledge Hub using a simplified OAuth authentication flow. Instead of entering credentials manually, you will be redirected to your ServiceNow platform to authenticate with your existing username and password. Token generation and refresh are handled in the background, so you will not need to manage them yourself. You will be able to:

Authenticate with ServiceNow by signing in directly on the ServiceNow platform during the connector setup flow.
Rely on automatic token management once authentication is complete. Tokens are generated and refreshed in the background.

Customer Request

✖

UI Change

✓

Availability

On deploy

Knowledge Hub Availability in Japan Region

In this release, Knowledge Hub will be available in the Japan region.

Customer Request

✖

UI Change

✖

Availability

On deploy

To streamline the integration with Contact Center, Outbound Engagement (SmartReach) will introduce specific configuration restrictions within its Configuration Manager. These updates ensure a more cohesive experience by automatically disabling or hiding certain settings, such as specific ACD modes and service types that are managed directly through Contact Center.

Customer Request

✖

UI Change

✓

Availability

On deploy

Compliance for Manual Outbound Calls

In this release, you will be able to use Outbound Engagement (SmartReach) for manual outbound calls placed using a Contact Center agent application. Outbound Engagement (SmartReach) will perform compliance checks on the call, and if the call violates a compliance check, the system will not place the call.

This option requires Contact Center agent applications and Outbound Engagement (SmartReach). You will need to configure the compliance rules in the Outbound Engagement (SmartReach) application.

Customer Request

✖

UI Change

✖

Availability

On toggle

Optimized Outbound Dashboards for Unified Contact Center Platform

To ensure a seamless monitoring experience on the unified platform, Outbound Engagement (SmartReach) dashboards will be optimized to display only relevant campaign management data. This update will automatically hide inactive ACD, agent, and inbound data fields, and will provide a cleaner and more focused interface for real-time outbound performance tracking.

Customer Request

✖

UI Change

✓

Availability

On deploy

Accessibility improvements

The Outbound Engagement (SmartReach) application will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

✓

UI Change

✖

Availability

On deploy

Compliance for International Dialing

Comprehensive support will be added for Australian geographic identifiers within Dialing Profiles. This enhancement will use state, territory, and postcode mapping to ensure outbound campaigns maintain strict compliance with regional time zone regulations and dialing windows.

Customer Request

✖

UI Change

✖

Availability

On deploy

Omnichannel Skill Prioritization

Outbound Engagement (SmartReach) will support skill prioritization that aligns with the existing Contact Center ACD routing model. The Outbound Engagement skill type in Contact Center ACD will be updated so you can assign skills numeric priorities. This will ensure that agents automatically receive the most important interactions first, whether they are inbound, manual outbound, or predictive outbound. By unifying prioritization across all channels, you will be able to prevent outbound tasks from overshadowing high-priority inbound queues and maintain consistent service levels across your blended agent workforce.

Customer Request

✖

UI Change

✓

Availability

GA CR

On deploy On toggle

Partner Applications

Evaluation Tasks
- To do Page
Evaluator Assignment
- Plan Monitoring
Quality Performance
Calibrations
Auto Score Dashboard
Coaching Sessions

When you click the Export button, you will be able to choose your preferred format to download the records currently visible in your grid.

This feature will be available for users with the Quality Management (CXone) license.

Customer Request

✓

UI Change

✓

Availability

On toggle

Clearer Navigation for Evaluation Tasks

You will soon see a small but helpful change in My Zone. The Tasks tab will be renamed to Evaluation Tasks to make its purpose clearer and easier to understand. The page title and URL will also reflect this update. No widgets will be added or removed just a smoother experience when navigating to your evaluation tasks.

This feature will be available for users with the Quality Management (CXone) license.

Customer Request

✓

UI Change

✓

Availability

On toggle

Enhanced Distribution Logic for Accurate Quality Evaluations

With this update, Quality Management (CXone) will only distribute interactions if the leading agent is part of a team in the Quality Plan. Going forward, an interaction will only be distributed for evaluation if the leading agent is explicitly part of a team associated with the Quality Plan. Previously, distribution could occur if any participant matched the plan.

This change will ensure that both the interaction eligibility and the leading agent’s team membership align with the Quality Plan requirements. As a result, agents will only be evaluated under plans they belong to, improving reporting accuracy and ensuring evaluations are routed to the appropriate supervisors.

This feature will be available for users with the Quality Management (CXone) license.

Customer Request

✓

UI Change

✓

Availability

On toggle

Accessibility Compliance for Quality Management (CXone) Admin Pages

Quality Management (CXone) will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

✓

UI Change

✖

Availability

On deploy

Tenant Segmentation for Quality Management (CXone)

Quality Management (CXone) will support Tenant Segmentation, enabling strict data segregation across organizational divisions. Users and admins will only be able to access forms, quality plans, evaluations, and calibrations specific to their assigned division, ensuring more relevant and secure data visibility. Division level segmentation will streamline workflows by reducing clutter and aligning processes with organizational structures.

The update will include new scripts for data creation, form creation, and Quality Plan setup, requiring proper division metadata (L0, L1, L2) to ensure accurate segmentation. The system will also depend on the Division license being enabled for performance tenants. To avoid disruptions, new tenant setups will be recommended, and teams will need to review configurations and workflows to align with the updated segmentation model.

Customer Request

✓

UI Change

✓

Availability

On toggle

Custom Evaluation Headers in Quality Management (CXone) API

Currently, custom headers used during evaluations are not available in external API data tables, limiting your ability to perform deep-dive analysis.

In this release, the Data Extract API will be updated to include custom headers from evaluations. This change will allow your Reports Analysts to pull this data directly from the Data Lake into your API tables, making it easier to use these headers as filters for external analysis. You will be able to more effectively track and organize your evaluation data in third-party reporting tools, bridging the gap between data collection and deep-dive reporting.

This feature will be available for users with the Quality Management (CXone)Advanced license.

Customer Request

✓

UI Change

✓

Availability

On toggle

Dynamic Team Search in Evaluation View

Managing large numbers of teams will become more efficient with a new dynamic search in the Evaluation view. The dropdown will use an API-driven search to help you find any team instantly by name. The system will load results in smooth batches of 250 to prevent browser lag, and a new footer notification will let you know if you need to refine your search. You will also see a clear count of your selected teams, ensuring you can always find and track the exact groups you need for evaluations.

Customer Request

✓

UI Change

✓

Availability

On toggle

Effortless Form Building with the New Elements Panel

You will soon be able to organize evaluation forms much faster using a new Elements tree panel. This tool will provide a clear tree view of your entire form, allowing you to move questions instantly across different sections and add new ones exactly where you need them. It will replace the old drag-and-drop method with a more reliable, scrollable map that makes managing long forms simple. Additionally, built-in warnings will protect your form logic by alerting you if you try to move a question linked to a rule, ensuring your design remains accurate and error-free.

This feature will be available for users with the Quality Management (CXone) license.

Customer Request

✓

UI Change

✓

Availability

GA On toggle

Enhanced CRM Ticketing Process and Evaluation Flexibility

This upcoming release will deliver CRM Ticketing Enhancements to improve evaluation workflows, flexibility, and reporting accuracy. Key updates will include the ability to play back audio directly from Salesforce CRM ticket when the Salesforce is integrated with Amazon Connect, making ticket reviews more efficient. The system will also better handle tickets with missing or unknown agent information, ensuring they are still assigned for evaluation via the Quality Plan reducing gaps in quality monitoring. Validation rules will be relaxed to support edge cases, allowing smoother assigning of tickets to evaluate even when agent metadata is missing.

Additionally, enhanced agent discovery will support first-reply, first-resolved, and assigned agents, which may impact reporting and analysis. These changes will improve flexibility and coverage, though teams may need to review workflows for tickets with incomplete agent data.

This feature will be available for users with the Quality Management (CXone) license.

Customer Request

✓

UI Change

✓

Availability

GA On toggle

Cisco Multi‑ACD Digital Interactions Support

You will soon be able to bring external voice, screen, and digital interactions into Contact Center using the new Generic Injection API. This feature will allow you to seamlessly import transcripts and attachments from outside sources, making them immediately available for Search and Playback. Once injected, these interactions will be treated just like native data, enabling you to perform Quality Management (CXone) evaluations and run Interaction Analytics (CXone) (IA) for a complete, unified view of your customer experience across all channels.

This feature will be available for users with the Quality Management (CXone) license.

Data Download and Custom Reports

Enhanced Security for Report Delivery: Transition from SFTP to SEA Cloud Storage

Currently, Contact Center Reporting supports SFTP as a file delivery option for Data Downloads and Custom Report scheduled outputs. In this release, to meet updated NiCE compliance and security requirements, SFTP will be deprecated via a feature toggle and replaced with the Secure Export Agent (SEA) Cloud Storage architecture.

When the system-level feature toggle is enabled:

The Report Distribution wizard will automatically hide all SFTP menus and enable a new Save report to SEA cloud storage option in your Schedule settings.
All existing SFTP-based report schedules will migrate to SEA Cloud Storage automatically to ensure uninterrupted delivery.

Action Required:

No manual setup is required for the migration; however, administrators should review their report schedules after the update to confirm settings and familiarize themselves with the new SEA Cloud Storage workflow.

Customer Request

✖

UI Change

✓

Availability

On toggle

Reporting API - DX Contact State Activity

In this release, you will gain full visibility into Digital Experience (DX) contact lifecycles with our new activity tracking. Unlike previous versions that relied on the contact's original start date, this new API will allow you to retrieve all state changes (assignments, status shifts, and so on) that occur within any 7-day window. This ensures you capture critical intraday events for digital interactions, even if they began weeks ago.

For more details, select the API filter on the top right.

Currently, for drop-downs that allow you to select from a list of named objects, such as agents, Studio loads the entire list. These lists appear in Studio action properties. In this release, these lists will be paginated. This will ensure that when there are a large number of these objects, the lists load quickly and the script editing interface remains responsive.

Additionally, you will be able to search lists in action properties. This will allow you to easily locate specific objects in long lists.

Web or Desktop Studio

Web only

Customer Request

✓

UI Change

✓

Availability

On toggle

Trace Page Header for Multiple Traces

Currently, when you start multiple traces on the same script, they appear in a single window, but to detach the trace from contact or end the contact, you must open each script. In this release, the options will be available in the header of this window. This will allow you to take those actions on scripts listed in the window without having to open each script.

Web or Desktop Studio

Web only

Customer Request

✖

UI Change

✓

Availability

On toggle

Annotation Action Improvements

Currently, you can resize the text field of the ANNOTATION action on the script canvas. In this release, this will be improved. The text field will have more obvious borders on the canvas and it will be more obvious that you're able to resize it.

Web or Desktop Studio

Web only

Customer Request

✓

UI Change

✓

Availability

On toggle

API Action Shape, Renaming, and Organization

Currently, the API actions are listed in alphabetical order by name on the API Actions palette. In this release, the actions will be grouped into categories to match those on the NiCE CXone developer portal . Additionally, actions will be renamed to match the corresponding API on the developer portal. These changes will make it easier to find the corresponding API documentation.

Web or Desktop Studio

Web only

Customer Request

✓

UI Change

✓

Availability

On toggle

Duplicate Option Renamed to Save As

Currently, you can create a copy of a script using a menu option called Duplicate. In this release, option will be renamed to Save As. This will reduce confusion and align with the name of the same option in Desktop Studio. Additionally, the option will move to be near Save button.

Web or Desktop Studio

Web only

Customer Request

✖

UI Change

✓

Availability

On toggle

Filtering for Digital Script Trace Requests

Currently, you can filter traces using the ANI and DNIS fields. This doesn't work for digital scripts, because digital interactions don't have this data, which are related to phone numbers. In this release, you will be able to filter trace requests for digital scripts using To and From fields. This will make it easier to isolate and analyze specific digital interactions.

This feature will be available later in the release cycle.

Web or Desktop Studio

Web only

Customer Request

✓

UI Change

✓

Availability

On toggle

ADDCFR Action No Longer Available

The ADDCFR action will be removed from Desktop Studio. If you use this action in your scripts, you will need to update them. If this action is in your scripts an error will be logged when it runs, but the script will continue to execute.

You will be able to assign and unassign skills to all agents within a team in a single action from the Focused View, Skill tab. When assigning a skill, you will be able to set a custom proficiency value (1 to 20) instead of the default value (3) to apply to all agents in the Team at once.

Customer Request

✓

UI Change

✓

Availability

On deploy

Screen Assist Enhancements

Screen Assist, introduced in the previous release, enables you to place contextual coaching notes on an agent's screen during live screen monitoring sessions. The agent will see a blue dot where the comment has been placed.

Building on this, you will now be able to show or hide Screen Assist notes from the agent using a new Show/Hide menu on the supervisor toolbar. This will let you temporarily remove notes from the agent's view and restore them as needed to give you more control on your assist session, making the coaching process fully reversible.

All hidden and restored notes will still be captured in the session audit report.

To use Screen Assist, you must have Recording Management (CXone) Advanced license enabled for your tenant and the Screen Recording Advanced license.

Customer Request

✓

UI Change

✓

Availability

On deploy

Change Agent Next State for Working Agents

You will be able to change the next state of agents who are currently handling contacts from both the Overall View and the Focused View. When you select a new state for a working agent, the system will set it as the agent's next state. The agent will automatically transition to the chosen state once they complete their current contact.

This feature will use the existing Change Agent State permission. No new permission is needed.

Customer Request

✖

UI Change

✓

Availability

On deploy

Test Suite

Improved Visibility and Streamlined User Experience

In this release, the Test Suite will receive several usability and transparency enhancements designed to make testing workflows more efficient and easier to understand. You will be able to view additional metadata directly within the Test Suite, including the LLM profile and model used during analysis. This provides greater transparency into test execution and eliminates the need to navigate to multiple areas of the application to find key configuration details.

As part of this redesign, product documentation and screenshots will be updated to reflect the new user interface.

Customer Request

✖

UI Change

✓

Availability

On deploy

Multi-Language Support for Test Suite

In this release, the Test Suite will support multiple user interface languages, allowing users to perform testing and evaluation activities in their preferred language. You will be able to:

Navigate the Test Suite using a supported language of your choice.
Access testing, evaluation, and analysis capabilities through a localized user interface.
Provide a more consistent experience for distributed teams working across different regions and languages.

New Azure OpenAI GPT-4o Realtime Audio Connector

A new Real-Time Audio (RTA) connector will be introduced for the Voicebot Stream action, which will allow customers to select Azure Open AI GPT-4o as a provider. This enhancement will allow faster, more natural AI conversations and automated self-service within their IVR.

Customer Request

✖

UI Change

✓

Availability

On toggle

SIP Integration Option Removal for Virtual Agent Hub

The unsupported SIP Integration option will be removed from the Custom Exchange Endpoints and Salesforce Einstein configurations in Virtual Agent Hub. This update will simplify the setup process by ensuring only supported integration options are visible to users.

Customer Request

✖

UI Change

✓

Availability

On deploy

Google Dialogflow CX Language Update

A None option will be added to the language selection dropdown for Google Dialogflow CX bots. This will allow the bot to automatically detect the customer's language during a conversation instead of requiring a pre-defined language code.

Customer Request

✖

UI Change

✓

Availability

On deploy

Voice Access

WebRTC Media Redirect for VDI

Agents using Virtual Desktop Infrastructure will experience improved audio quality and reduced latency with media routing that bypasses the VDI tier. A new browser extension will help simplify multimedia handling, reduce bandwidth usage, and provide a more accessible and responsive voice experience.

Support for Custom Color Activity Codes Across Agent, Time Off, Admin, and Mobile

In version 26.3 and later, custom color codes that you assign to activity codes in Scheduling will be consistently displayed across additional areas of the product. You will be able to visually distinguish between multiple activity codes of the same type, such as Open, Busy, On Call, Out of Office, and Break, and identify them immediately without hovering over each activity.

Currently, custom colors assigned to activity codes are only supported in Scheduling. When you navigate to other pages such as My Zone, Time Off, or Admin, all activity codes of the same type appear in the same default color. To identify a specific activity, you must hover over it and read the name.

In this release, custom color code support will be extended to the following pages:

Approval Rules
Manage Requests
ACD Event Mapping
Adherence Category
Break Policies
Time Off
- Rules
- Summary
My Zone
- Schedule Request
- My Schedule
Mobile

The updated colors will be reflected in page filters, activity code values in grids, and anywhere else activity codes are displayed.

This enhancement simplifies schedule management, reduces errors, and boosts efficiency for teams handling complex schedules across Agent, Time Off, Admin, and Mobile views.

Customer Request

✓

UI Change

✓

Availability

On toggle

Advanced Intelligent Time Series Forecaster

The forecasting engine will support a new Whole Time Series forecasting method alongside the existing Day of Week method. Whole Time Series will use continuous time series data to generate forecasts, delivering more accurate predictions by preserving data continuity. It will use a single model per predicted skill, simplifying model management and troubleshooting.

Currently, the forecasting engine splits historical data by day of the week and builds separate models for each day. This disrupts data continuity and limits the ability to capture seasonal trends.

In this release, a new Whole Time Series forecasting option will be available alongside the existing Day of Week method. The engine will automatically evaluate all supported models and select the best one based on Mean Absolute Percentage Error (MAPE). You will also have the option to select a model manually. The supported models include:

Box-Jenkins ARIMA
Curve Fitting
Exponential Smoothing
Additive Triple Exponential Smoothing
Multiplicative Triple Exponential Smoothing

All forecasting jobs, both new and existing, will default to Day of Week forecasting. To use Whole Time Series, select it as the forecasting method when creating the job. You can switch between the two methods until a forecast becomes active. Once a forecast is active, the forecasting method cannot be changed.

This enhancement improves forecast accuracy, simplifies model management, and supports additional models and forecasting methods in the future.

Customer Request

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UI Change

✓

Availability

On toggle

Align Staffing Volume and AHT to Forecast Values

In Step 5 (Post-staffing), Intraday Manager, and Schedule Manager, you will see staffing results that stay aligned with your original forecasted Volume and AHT. This will help you trust what you see in post-staffing and intraday views and make planning decisions with a single, consistent set of numbers.

Currently, Step 5 shows Volume and AHT based on simulated values instead of the forecast from Step 3. Due to spillover, where calls cross into the next interval, the simulated totals deviate from the forecast, causing mismatched numbers across steps and downstream views.

In this release, two new data fields will be available in Step 5 of the forecast job, fixing an issue where Volume and AHT previously reflected staffing solution values rather than the original forecast:

Forecast Volume and AHT: Displays the forecast volume and AHT generated in Step 3 of the forecast job. This is the true forecast demand.
Simulated Volume and AHT: Displays the volume and AHT generated as a by-product of the Step 5 staffing simulation, giving you visibility into the data behind your Required Agents output.

Forecast Volume and AHT will now flow to downstream reports, including Intraday Manager and Schedule Manager, giving you accurate, traceable forecast data that simplifies reconciliation and improves confidence in staffing outputs.

The staffing calculator itself remains unchanged.

Customer Request

✖

UI Change

✓

Availability

On toggle

WFM Copilot – Post-Shift Adherence Q&A (v1)

The WFM Copilot panel in Intraday Manager will now support a curated set of 13 validated questions, enabling you to analyze post-shift adherence and skill performance directly from a conversational interface, without switching between reports, exports, or spreadsheets.

In this release, the Copilot panel will support 13 production-ready questions covering the most common post-shift analysis topics. You can ask questions such as:

Which agents had adherence issues last quarter?
Which agents had adherence below 85% on the most days last quarter?
Which agents had the longest single adherence deviation?
Which agents were out of adherence for more than 5 minutes?
Which actual states caused the most out-of-adherence time last quarter?
Which agents had the most out-of-adherence time in a specific state?
What were the top out-of-adherence activities for a specific agent?
Which skills underperformed their SLA/ASA targets by more than 5%?

Responses are generated from historical data and rendered as text, lists, or grids within the panel. All responses respect your organizational unit, team, and agent-group permissions.

Customer Request

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UI Change

✓

Availability

On toggle

Improved Time-Off Accuracy with Updated Calculation Logic

Starting with the 26.3 release, your time-off balance will be deducted based on the actual duration of the time-off activity on your published schedule. This change will help ensure that your balance accurately reflects the time you take off, especially if you work extended or non-standard shifts.

Currently, time-off deductions are capped by the FTE value defined in the Time Off Rule. For example, if an agent has a 10-hour shift but the FTE value is set to 8 hours, only 8 hours are deducted from the balance. This discrepancy allows agents to exceed their earned time-off hours without it being reflected in the balance.

In this release, the following changes will apply:

Hours deduction: The system will deduct the exact duration of the scheduled time-off activity from your balance. The deduction is based on your published schedule and excludes non-working activities.
Days calculation: Day calculations will continue to use the FTE value or Max Daily Rule. However, day values will no longer be capped at 1. For example, a 10-hour shift with an 8-hour FTE will be calculated as 1.25 days.
Past dates unaffected: Changes to the FTE value or Max Daily Rule will apply only to future calculations. Previously calculated balances and historical records will remain unchanged.
UI update: The Shift Length for Time Off setting will be renamed to Shift Length for Day Time Off Calculation. An information icon will clarify that this setting is used only for day calculations.

This enhancement helps ensure that your time-off balance accurately reflects the actual time off you take.

Customer Request

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UI Change

✓

Availability

On toggle

View Updated Forecast Data in the Intraday Report

Adjusted forecast data from Step 3 and Step 4 will now automatically reflect in the Intraday Report without requiring schedule regeneration.

Currently, forecast adjustments made in Steps 3 and 4 could be propagated to Schedule Manager and Intraday Manager without regenerating schedules, but the Intraday Report continued to display the original forecast data until schedules were regenerated.

In this release, any adjustments made in Step 3 or Step 4 of the Forecast workflow will automatically propagate to the Intraday Report once saved in Step 5. The supported adjustments include:

Step 3:

Changes to Volume and AHT

Step 4:

Skill Allocation
Shrinkage Level
Service Level
ASA
Maximum Occupancy
Deferrable Work SLA
Exclude Scheduling Unit
Real-time Simultaneous Handling
Deferrable Simultaneous Handling

These adjustments will update the staffing requirements, forecast volume, and forecast AHT displayed in the Intraday Report.

Only future intervals from the time of the forecast update will be refreshed. Historical interval data will remain unchanged.

Customer Request

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UI Change

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Availability

On deploy

Schedule Generation Support Skill levels by Proficiencies WEM Skill

Skill levels are a core tool for WFM managers and supervisors to manage skill groups and work volume distribution. By assigning proficiency scores to agents across WEM skills, teams can prioritize or reserve agent capacity for specific queues, ensuring the right agents are scheduled for the right work at the right time.

Currently, proficiency scores can be assigned to an employee's WEM skills within the platform, ensuring alignment between the WFM system and the ACD platform. The ACD relies on these proficiency scores for contact distribution during simulation, but they do not influence how schedules are generated. Agents with higher proficiency scores are not preferentially scheduled over lower-scoring peers.

In this release, agent proficiency scores will drive schedule generation. When agent proficiencies are enabled for WEM skills and configured under Employee Management, those scores will be factored directly into schedule generation, not just simulation.

Agents with higher proficiency scores will be prioritized for scheduling coverage on the corresponding skill, ensuring your highest-scoring agents are allocated first.

This enhancement improves skill-based scheduling coverage by aligning schedule outputs with the priority tiers your team has already defined, reducing manual override work.

Customer Request

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UI Change

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Availability

On toggle

Accessibility Improvements

CXone WFM will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

These improvements include updates across multiple areas of the application. For example, the Forecasting wizard will feature refreshed icons, patterns, and layout to enhance clarity. These are appearance changes only—all existing functionalities will remain unchanged.

Customer Request

✓

UI Change

✓

Availability

On deploy