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Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.
| Customer Request | The feature was developed by customer request. |
| UI Change | The feature introduces changes to the user interface (UI). |
| Availability | This cell tells you two things about the feature:
|
Learn about the platform requirements and FedRAMP support status for the Contact Center apps you use.
Currently, a user can log in from any location with the correct credentials. In this release, you will be able to configure allowed locations and assign them to users from the login authenticator profile. This setting will require that the user has the correct credentials and location to be able to log in to Contact Center. If the user's credentials or location are incorrect, the login attempt will fail with an error message.
To enable this feature, you will configure allowed locations on a new Location Definitions page. You will do so by specifying IP address lists, ranges, and subnets. The locations will appear on the login authenticator profile in a new Location drop-down field. From the drop-down, you will be able to choose one location where the assigned agents must log in from.
Configuring a location check will strengthen your system security.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Google Business Messages will no longer be supported as of 31 July 2024. You won't be able to receive new messages after 1 July 2024. You will have 30 days to open or close message threads or move them to another messaging option. You should update your welcome message in Google Business Messages so contacts are aware of this change. If you use Google entry points for business messaging, you will need to remove or replace the entry point with another messaging channel by 15 July 2024. Review the official Google documentation for more information on the discontinuation of Google Business Messages.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
CXone Agent Integrated ACS will be an application for agents that are used to Microsoft Teams. ACS (Azure Communication Services) is the same platform that powers Microsoft Teams. Agents will be able to log in to CXone Agent using their Microsoft Teams email ID. Once logged in, agents will be able to make and receive voice calls with call controls similar to those in Microsoft Teams. Agents will be able to transfer calls to other agents logged in with ACS.
You will have to configure the integration between CXone Agent and your ACS system. To do so, you will need to input the following information in Contact Center:
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
You will be able to connect to third-party voice biometric applications in Voice Biometric Hub (VBH). VBH will remove the need to exit Contact Center to gain access to these applications. VBH will only work with IVR or virtual agent integrations. Voice biometric applications examine a contact's voice to determine if the contact is fraudulent. For a caller to enroll, you will have to program your IVR or virtual agent to prompt the contact to answer questions. The voice bio application will take these answers to analyze the contact's voice. It will create a voiceprint associated with the callerID. It will use this voiceprint to determine whether the contact is fraudulent. The application will save this voice analysis to check against future contacts. In this release, VBH will only house Nuance Voice Bio. Nuance Voice Bio will be a new application that uses AI to detect potential fraud. See the next note for more information.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On toggle |
Nuance Voice Bio will use AI to detect potential fraud. It will do so by analyzing the voice of the contact for fraudulent activity. Nuance Voice Bio will provide an overall risk score for the contact. You will then be able to program your Studio script to route the call based on the risk score. Nuance Voice Bio will be housed in Voice Biometric Hub (VBH). In this release, VBH will only work with IVR or virtual agent integrations. It will not be available for live agents. For more information about VBH and voice biometric applications, see the previous note.
| Customer Request | ✓ | UI Change | ✖ |
Availability | CR On toggle |
Accent Matching is a tool that will change an agent's voice, in real time, to a voice with an accent from an English-speaking country. This will make it easier for contacts to understand agents whose native language is not English. It will also reduce frustration and improve customer satisfaction.
Agents will be able to select a voice avatar for each call. Voice avatars will include a male and female option for different English accents. This includes Australian, British, Irish, and US English accents.
You will be able to monitor Accent Matching with:
In this initial controlled release of Accent Matching, you will need to download an audio driver to each agent's computer.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On toggle |
The Campaigns and Agent Messaging pages will have a new look and feel. The basic functionality of these pages won't change. The benefits of the updates include:
The URLs for these pages will also change. You will need make sure the new URLs are on your allowlist.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, your system browser inactivity timeout setting can only be changed by NICE. This setting ends an agent's session in a Contact Center agent application when they've been inactive for a certain amount of time. In this release, you will be able to change this setting in the business unit profile using two new fields:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, agents configured in Omnichannel Delivery Mode are subject to an AND type of configuration. For example, an agent configured with a Total Contact Count of 3 can receive one voice and two chat interactions at the same time. This often leads to overworked agents.
In this release, a new Channel Lock setting will break the AND methodology by temporarily locking an agent to the channel they're currently handling. If the agent has a Total Contact Count of 3, they will now be able to treat these channels with more independence. The agent can now receive one voice OR two chat interactions, but not both at the same time. When the agent's interactions have ended, the lock will end. The agent will then be able to receive interactions from any configured channel.
This feature will allow your agents to handle time-sensitive interactions like chats and phone calls without becoming overworked.
To use this feature, you must have dynamic delivery enabled for your environment. The team or user profile you're configuring must have Omnichannel set as the Delivery Mode. User settings override team settings.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Advanced routing will receive the following improvements:
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
Advanced routing features will become available in two new regions: Europe and Australia. Advanced routing features include Enlighten AI Routing, dynamic delivery, routing attributes, and bullseye routing.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
Currently, you can only use numeric SMS codes. In this release, you will also be able to use alphanumeric codes. Alphanumeric codes will allow you to use a mix of letters and numbers in your code. Some countries, like Ireland, require alphanumeric SMS codes. This update will allow you to use SMS in more countries.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A new permission, Hide Agent Activities, will be added under Supervisor > General Permissions. When enabled, supervisors will not be able to see the agent activities.
Currently, when supervisors click a row under the Agents tab, they can see the agents' activities in the Activity tab. In this release, the availability of the agents' activity will depend on the Hide Agent Activities permission assigned to them.
For more details, select the CXone Supervisor filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to elevate an interaction from one channel to another. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. They will be able to elevate:
This will make interactions seamless. It will also simplify reporting. The entire interaction will be connected to one interaction ID. There will be individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the voice preference functionality:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to select the option to Download all attachments from an email. The attachments will download as a ZIP file.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Keyboard shortcuts will be available in CXone Agent. All supported keyboard shortcuts will be listed on a new tab in Settings.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the CRM integration experience for CXone Agent:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the outcomes user interface:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, rich message content does not display to agents in the interaction space. Instead, fallback text is displayed. In this release, rich content will display to agents. This will enable them to see what contacts see.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to embed CXone Agent Embedded into Hyperforce, the next-generation infrastructure architecture in Salesforce.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Agents will be able to elevate an interaction from one channel to another. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. They will be able to elevate:
This will make interactions seamless. It will also simplify reporting. The entire interaction will be connected to one interaction ID. There will be individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the voice preference functionality:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to select the option to Download all attachments from an email. The attachments will download as a ZIP file.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Keyboard shortcuts will be available in CXone Agent Embedded. All supported keyboard shortcuts will be listed on a new tab in Settings.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the CRM integration experience for CXone Agent Embedded:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the outcomes user interface:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, rich message content does not display to agents in the interaction space. Instead, fallback text is displayed. In this release, rich content will display to agents. This will enable them to see what contacts see.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Agents will be able to elevate an interaction from one channel to another. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. They will be able to elevate:
This will make interactions seamless. It will also simplify reporting. The entire interaction will be connected to one interaction ID. There will be individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the voice preference functionality:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to select the option to Download all attachments from an email. The attachments will download as a ZIP file.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Keyboard shortcuts will be available in CXone Agent. All supported keyboard shortcuts will be listed on a new tab in Settings.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the CRM integration experience for CXone Agent for Microsoft Teams:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the outcomes user interface:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to elevate an interaction from one channel to another. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. They will be able to elevate:
This will make interactions seamless. It will also simplify reporting. The entire interaction will be connected to one interaction ID. There will be individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the voice preference functionality:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to select the option to Download all attachments from an email. The attachments will download as a ZIP file.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Keyboard shortcuts will be available in CXone Integrated. All supported keyboard shortcuts will be listed on a new tab in Settings.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the CRM integration experience for CXone Agent Integrated:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the outcomes user interface:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, rich message content does not display to agents in the interaction space. Instead, fallback text is displayed. In this release, rich content will display to agents. This will enable them to see what contacts see.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
A new group of APIs will let you send real-time and historical data from non-Contact Center ACDs to WFM. The APIs will be consumed via a JAVA software development kit (SDK). These APIs will let you:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
You will be able to utilize the same SDK used to build CXone Agent. This SDK is a group of back-end components that provide the agent-contact functionality. This will let you build your own agent application or use the components for your unique use case. The SDK components will let your developers easily add back-end agent-contact functionality, letting them focus on the front-end design.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On deploy |
The data types of several fields in the GET and POST /dnc-groups API will change:
| RESPONSE FIELD | EXISTING DATA TYPE | NEW DATA TYPE |
| dncGroupId | String | Integer |
| validRecords | String | Integer |
| isActive | String | Boolean |
| isRemoved | Integer | Boolean |
| Customer Request | ✖ |
UI Change | ✖ | Availability | GA On deploy |
Bot Builder has integrations with Contact Center and other products built into it. This includes CXone Expert, CXone Suite, Digital Experience, CXone Studio, and Salesforce. Currently, these options are available on the APIs tab in Bot Builder. In this release, they will be available as skills you can add from the Bot Builder Skill Store.
Bots that currently use affected API integration options will not be impacted. They will remain in your bot's configurations. However, any new integrations must be made from the Skill Store.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Under Resources, a dedicated section for adding links will be added. Coaches will now be able to add links to the coaching session. This will enhance the coaching experience and give the coach and agent direct access to additional resources.
Currently, you can add only attachments, interactions, and evaluations to the coaching session. In this release, you will also be able to add links along with other existing resources.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Coaches will be able to add metrics to the coaching session, which will help measure coaching effectiveness. Coaching effectiveness is a measure to gauge the effectiveness of the coaching session.
This feature is supported only for users with the CXone Performance Management Insights (New) license.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
This feature will help coaches and agents to track the status transitions of the coaching session with a timestamp. A new information icon will be added in the Status column. Clicking on the info icon will display a timeline with all the statuses from start to the latest one along with the timestamp.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
CXone Dashboard will support Role-Based Access Control (RBAC) with a focus on team-based data restrictions. You can create team views and assign them to different users to ensure precise data visibility.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On toggle |
This release will add a new QM widget.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to filter both Digital Experience metrics and Omnichannel metrics using specific digital channels. You will be able to use this filtering through the Channel data attribute available in the metrics widget settings.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On toggle |
Agents with dashboard viewer permissions will be able to adjust widget positions and sizes within the dashboard. This flexibility will allow them to tailor the dashboard to their specific roles and skills. Any changes made by dashboard viewers will be saved for future use. However, when the dashboard owner saves a new change, it will override any changes made by viewers.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The colors and states of agent-related widgets will be aligned with the old Dashboard. A new state, Dialer, will be introduced. The affected widgets include Agent List and agent zoom-related widgets like Agent State Counter and Agent State Summary. The calculation of the Agents Unavailable and Longest Unavailable metrics will also be impacted.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Quality Score and Evaluation and Coaching Events widgets will now display negative scores for agents or teams when critical questions go unanswered. This enhancement allows for more precise and accurate evaluations at the agent level.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On deploy |
A5 Solutions will offer a custom WhatsApp integration with Contact Center. This integration will solve the following issues:
A5 Solutions is part of the DEVone Reseller Marketplace program. Contact your Contact Center Account Representative or visit the CXexchange Marketplace for more information.
| Customer Request | ✖ | UI Change | ✖ | Availability | CR On deploy |
ConnectLingua will use advanced AI technologies to create a seamless voice communication experience between agents and contacts. With advanced voice recognition and real-time translation features, ConnectLingua will be a cost-effective replacement for your human-based Over-the-Phone Interpretation (OPI) services. It will let your agents serve contacts in over 65 languages and 90 dialects, using AI as a live translation service for voice, email, digital, SMS, and voicemail interactions. The following are highlights of ConnectLingua:
ConnectLingua Voice Translation is based on scalable microservices. ConnectLingua is also designed to be accessible for hearing- and speech-impaired agents.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
ConnectLingua AI Copilot will be an agent augmentation suite that leverages NICE Agent Assist Hub. It will provide real-time monitoring and guidance with its multiple intelligent automation. ConnectLingua AI Copilot will function with voice, email, digital, SMS, and voicemail channels to provide detailed analytics and conversational insights. The following are highlights of ConnectLingua AI Copilot:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
PTSM automates proxy tunnel delivery for virtual agent and digital channel integrations with Contact Center. The following are highlights of the service manager:
PTSM automates integration of virtual agents and digital channels with Contact Center. It will offer custom solutions, rich media support, and optimized performance through geographically tailored deployments.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to use the ONSIGNAL, ONDATA, ONRESKILL, and INDICATE actions in digital scripts. A new action called GET TAGS will also be available for use with digital scripts.
For more details, select the Studio filter on the top right.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In the 24.2 release, Digital First Omnichannel became Digital Experience. Currently, the Contact Center left navigation still shows DFO. In this release, the Contact Center left navigation will show Digital instead.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Enhancements will be made to OAuth 2.0 to improve security for interactions that occur through Bring Your Own Channel. Outbound interactions will include an MTLS (Mutual Transport Layer Security) certificate to ensure mutual authentication. This will verify the identity of both the contact and the server sending the message.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On toggle |
If you have a Snowflake account, you will be provided predefined SQL code to manage your data. This will allow you to learn about the relationships between the Views in CXone Data Share. The predefined SQL code will let you to access data results similar to what you can view in BI (Business Intelligence) and Standard reports. This will enable you to extract data to your own data stores. You will then be able to query your own data instead of repeatedly querying Snowflake with the same SQL code. This will save you the additional expense you would incur querying Snowflake.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
More updates will be made to the recently redesigned chat window. These updates will provide parity of features and appearance between Guide and existing chat options. If a user enters digital chat through Guide, the design and experience will be consistent. This will provide a smoother experience for users.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
Contact Center will create a case when a user mentions your organization's page from their LinkedIn page. Mentions will include LinkedIn posts and comments. You will need to enable Mention Sync for the LinkedIn channels you want to monitor with this feature. This update will help you see how your organization is perceived by users on LinkedIn. It will also let agents respond to mentions on your page or other pages.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to decide whether the ticket number goes before or after the subject line. You will also be able to configure how brackets appear around the email ticket number. Your configurations will take effect for all new interactions after they are saved. This will help prevent CRMs and ordering systems from misreading ticket numbers.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On deploy |
Google Business Messages will no longer be supported as of 31 July 2024. You won't be able to receive new messages after 1 July 2024. You will have 30 days to open or close message threads or move them to another messaging option. You should update your welcome message in Google Business Messages so contacts are aware of this change. If you use Google entry points for business messaging, you will need to remove or replace the entry point with another messaging channel by 15 July 2024. Review the official Google documentation for more information on the discontinuation of Google Business Messages.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to utilize the same SDK used to build CXone Agent. This SDK is a group of back-end components that provide the agent-contact functionality. This will let you build your own agent application or use the components for your unique use case. The SDK components will let your developers easily add back-end agent-contact functionality, letting them focus on the front-end design.
| Customer Request | ✓ |
UI Change | ✖ | Availability | CR On deploy |
You will be able to integrate Autopilot with your knowledge base (KB) articles in CXone Expert. With this integration, Autopilot will be able to use information from KB articles to help answer the contacts' questions. It will also be able to share the following from your CXone Expert knowledge base:
If the contact doesn't find the information helpful, Autopilot will forward their interaction to a live agent.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On deploy |
Autopilot Knowledge will be available in the regions of Canada, Australia, United Kingdom, and Europe. However, the UI and supported languages will continue to be English only. Additionally, CXone Expert will continue to be hosted in North America and Europe.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On deploy |
You will be able to limit the knowledge articles that CXone Expert can send to the user interacting with the bot. To do this, you will pair authorized user accounts with roles and permissions in CXone Expert. The user's authorization token will be passed to CXone Expert, which responds with only the articles the user has access to based on their permissions.
This feature will work with any identity provider (IDP) that CXone Expert supports . This feature gives you greater control over who can access CXone Expert articles when using it with Autopilot Knowledge.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On toggle |
AutoSummary will be available for all interactions that occur on digital messaging channels except for CXone email. Summaries of what occurred during the entire conversation will be included in agent notes after the case status is marked Closed or Resolved. This means summaries will include all segments of an interaction, including transfers. Legacy ACD chat, SMS, and email will not support AutoSummary.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
These enhancements will be made to improve the accuracy of interaction summaries:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Generative AI through Azure GPT will be available in these regions:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Copilot for Agents will be available for CXone email. To help agents handle email interactions, Copilot for Agents will generate:
This will expand the reach of Copilot for Agents, improving AHT and customer satisfaction for email interactions.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Copilot for Agents will be available for private messages on these digital channels:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, Copilot for Agents uses both private and public CXone Expert articles to generate KB answers. In this release, you will be able to:
This will allow you to customize the KB answer experience based on article privacy.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, Copilot for Agents is only available in the US and in US English. In this release, it will be available in Australia, Canada, Europe, and the UK. International English will be available for voice transcription and content generation.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to create Guide engagement rules using the new rule builder. To access the rule builder, you will need to click the app selector and select Guide. The rule builder will provide several prebuilt actions and conditions that you can search to quickly create an engagement rule.
Any rules you created previously will also be available in the new rule builder. The legacy ACD > GUIDE > Engagement Rules and ACD > GUIDE > Engagement Actions pages will remain for the time being but will be removed in a future release.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
When you create a proactive offer, you can define up to three call to action buttons. When using CXone Dashboard, you will be able to track how often visitors interact with these buttons by using the CTA Name data attribute filter in the Metrics Summary and Metrics Interval widgets.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, you can configure category sets (templates) under Templates > Category Templates. In this release, configuration for category templates will move to the Language Model page in IA. This will allow you to create and manage categories in one place.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On toggle |
Interaction Analytics will be available in the UAE.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
This update will give you greater control over the data displayed in your widgets.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On deploy |
You will be able to search by Interaction ID, which is a unique ID (UUID) for an interaction. When multiple segments across multiple channels are associated with a single interaction, the segments can have the same Interaction ID. The Interaction ID is not the Segment ID, Contact ID, or Master Contact ID.
A new Interaction ID column will be available in the search results table.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Experience the next level of recording playback with the New Player, designed to streamline your review and analysis process. The New Player will introduce a suite of enhancements to elevate the user experience:
For those who prefer the familiar, the option to continue using the classic Player will remain available, ensuring a seamless transition.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The introduction of the new Customer-Side Session Border Controller (SBC) — AudioCodes, will enhance Cisco telephony integration capabilities. This system will support two configurations:
This update will provide a broader range of connectivity options, enabling a more seamless and flexible integration with the telephony system.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On deploy |
The Multi-ACD recording solution will be officially certified and approved by Cisco for integration with the Cisco CUCM 14 telephony system.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On deploy |
You will be able to search recorded interactions by their External Call ID. This feature will allow users to locate calls using the ID generated by third-party telephony systems, improving the efficiency of interaction retrieval.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
This feature will be available for users with the advanced license.
Agents will be able to access self-service - self-swap from the weekly view of the schedule. This enhancement will give agents added advantages including:
This capability will improve the agent experience.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Speed to lead skills route hot leads directly to the calling queue. You will be able to blend speed to lead skills with other outbound and inbound skills. By blending these skills with other skills, contacts will be more evenly distributed to agents who can help them. It will also help agents be more productive.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, when you receive a Do Not Contact (DNC) request, Contact Center only blocks the contact's destination. A phone number or email address is an example of a contact's destination. The contact's record remains in Contact Center. Agents can still contact them through another destination on their record, like a secondary phone number. In this release, Contact Center will be able to block the entire record of the contact if one of their destinations matches the DNC list. This update will help you stay in compliance with the FCC's one to one consent rule .
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
Currently, the ring time out for manual outbound calls is set at 55 seconds. You cannot edit this time out. In this release, you will be able to edit the ring time out for manual outbound calls. The maximum ring time out will be 180 seconds. This update will allow agents to have more time to reach their contacts.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On deploy |
The outbound skill control page will be updated in the following ways:
These updates will make it easier for you to view and modify skills.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
While configuring quality plans and auto-response rules, a new option (Enlighten Sentiment) will be available along with the existing one (Sentiment). Enlighten Sentiment is a customer sentiment generated by Enlighten, based on a predictive net promoter score. The net promoter scores are very positive, positive, neutral, negative, or very negative.
This feature will be available only to users with the Quality Management Advanced or Quality Management Premium license.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
With this release, quality scores in Contact Center will also support negative values. For example, you will be able to configure a -1 score for an option of a question.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Recording Source drop-down while creating a quality plan will show a CXone Multi-ACD option instead of CXone Open. The CXone Open option in the Recording Source will be renamed to CXone Multi-ACD.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, high volumes of scheduled custom and data download reports can cause the reports to time out during processing. In this release, scheduled reports will enter a queue and run successively. This will help reports run more smoothly at high volume times, like at the end of a month or quarter.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On deploy |
Currently, the Scripts tab on the Schedule Run History Report page shows the history of scheduled data download reports. In this release, it will only contain the reports that ran before 24.3. A new Reports tab will show the scheduled data download reports from after 24.3. The Reports tab will support the differences in data caused by the new scheduled report queuing feature. The Reports tab will eventually replace the Scripts tab.
| Customer Request | ✓ |
UI Change | ✓ |
Availability | GA On deploy |
Currently, when a data download report is run on demand and exceeds the system-wide threshold for report timeouts, the user receives a 404 error. In this release, a pop-up will ask the user if they would like the report emailed to them when it's ready. This will allow the user to continue working when a data download report doesn't finish before the defined timeout.
| Customer Request | ✓ |
UI Change | ✓ |
Availability | GA On deploy |
Currently, high volumes of scheduled custom and data download reports can cause the reports to time out during processing. In this release, scheduled reports will enter a queue and run successively. This will help reports run more smoothly at high volume times, like at the end of a month or quarter.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On deploy |
Unless otherwise indicated, the changes listed in this section apply to Desktop Studio and CXone Studio. You can find release notes that apply only to CXone Studio by referring to CXone Studio.
A new action called GET TAGS will be available for use with digital scripts. This action will retrieve tags from the contact and the contact's messages. You will be able to use the tags in your script. For example, you could use them to make routing decisions or to branch logic trees in your script. Additionally, you will be able to memorialize the tag data to your CRM.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to use the ONDATA action in digital scripts. This event action triggers when the script receives data from the agent via a custom form built with the RUNAPP or INDICATE actions. This update increases the flexibility of digital scripts in Contact Center.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to use the ONSIGNAL action in digital scripts. This event action triggers when the script receives communications from the SIGNAL action firing in another script, or from a web service. You can use it to start a series of script actions that depend on a specific event occurring first. This update increases the flexibility of digital scripts in Contact Center.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to use the INDICATE action to wake up a digital script. This action extends the agent interface with custom functionality. It adds an icon to the agent application that agents can click to initiate the custom function. In this release, you will be able to use it to trigger custom functions in digital scripts.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
For organizations where Studio has not been accessed in over a year, users will see a prompt message the next time they attempt to log in to Desktop Studio. The message will direct them to use CXone Studio.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
These release notes apply to the web-based CXone Studio application. For changes that also apply to the Desktop Studio application, refer to Studio.
You will be able to filter the Scripts page to search for scripts. The Scripts page will have a search bar at the top, where you will be able to search by script name, action name, or action caption. Additional search options will be added in future releases.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to download the trace file generated when you perform a script trace. This will allow you to save the files for later reference or to share with other Studio users or Contact Center Account Representatives. You will also be able to load the logs into CXone Studio when you want to view them. Trace files will be in JSON format.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the script trace user interface:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to press F1 on your keyboard to view an online help page for the action currently selected on the canvas workspace. The page will open in a separate browser tab.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, the INDICATE action is available in CXone Studio without the complete set of properties that the action requires for full functionality. In this release, the action will have conditional properties that appear based on selections you make, allowing you to configure the custom behavior that occurs when the agent clicks the icon in the agent application.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
For organizations where Studio has not been accessed in over a year, users will see a prompt message the next time they attempt to log in to Desktop Studio. The message will direct them to use CXone Studio.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
To optimize access to useful applications, CXone Supervisor will now include these additional pages:
These pages will be available depending on the licenses for your organization and the permissions assigned to you.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On toggle |
This feature will allow you to group agents by Team to see aggregated agent states per team at a glance. You will be able to expand the teams to see the agents assigned to each team and their information.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On toggle |
Currently, when you click a row under the Agents tab, you can see the agents activities in the Activity tab. In this release, you will be able to see the agents activity depending on the permission assigned to you.
By default, the Hide Agent Activities permission will be turned off.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On toggle |
Currently, if you are monitoring agents using softphones, you must keep the MAX application open. In this release, you don't need to keep the MAX application open to monitor agents.
| Customer Request | ✓ |
UI Change | ✖ | Availability | GA On toggle |
Currently, when a third-party virtual agent provider encounters a problem, the Studio script waits for the provider platform to resolve the issue or to send an error. This could cause the contact to wait up to two minutes.
In this release, you will be able to configure a new timeout setting called External Provider Timeout. This will allow you to set the amount of time, between 30 seconds and two minutes, that the Studio script waits for the provider platform to respond. If the timeout is reached, the script will proceed, taking the error branch. This change will help you prevent the contact from experiencing unacceptable delays during an interaction.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
With these updates, you will be able to get more data from Intraday.
There will be two more columns:
In addition, the Handled column will be renamed to Answered. Answered is a more accurate term because interactions are measured when an agent starts handling them.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Each agent will have a work rule assigned to them. These rules will provide more flexibility and control over your agents' scheduling. For example, you can define how many hours each agent can work per week. You will also be able to create work rules for a specific date range. This is useful for when an agent can work more or less during different times of the year, such as during the summer break.
While maintaining a flexible and adaptable workforce, work rules will help:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
When adding time off in the Schedule Manager, the Can’t be overwritten by the automatic scheduler option will be removed. When you create a time-off activity, it won't be overwritten if you generate a new schedule.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
WFM will enable open integration with LiveVox and non-CXone ACDs.
Supported non-CXone ACDs will include:
The integrations will support ACDs with 15-minute intervals.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
WFM will support outbound forecasting capabilities.
With this enhancement:
Forecasts will cover:
Furthermore, outbound support will extend to Intraday Management.
This capability will support CXone ACD, LiveVox and non-CXone ACDs that are being supported with this release.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Intraday Manager will be enhanced by integrating additional volume insights, specifically Received and Backlog data. This refinement will provide a more comprehensive view of the interaction volume metrics. The categories to be analyzed will now include:
The existing categories of Actual, Active, and Abandon will continue to function without change. With these improvements, managers will have a clearer understanding of volume data, enabling them to make more informed decisions for workforce management and adjustments.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This feature will be available for users with the advanced license.
Agents will be able to access self-service - self-swap from the weekly view of the schedule. This enhancement will give agents added advantages, including:
This capability will improve the agent experience.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
This feature is available for WFM users with the advanced license.
Shift Bidding for mobile will allow agents to bid on shifts through the WFM mobile app allowing more flexibility for shift bid management.
Upon accessing the shift bid feature, agents will be able to view all open bids, detailed patterns, and shift information. A new filter option will allow agents to sort bids based on their status, streamlining the selection process. Once a bid is accepted, the agent’s schedule will be automatically updated to reflect the changes.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Managers will be able to approve or decline multi-day requests and multiple requests submitted by an agent for the same day. Enhanced filtering options will also allow for more efficient sorting and management of requests.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
All EM module configurations will be merged with WFM. So upon selecting EM, WFM customers will receive a message letting them know there is no administration for mobile in this module.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |