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This page shows the products and features currently planned for the 24.3 release cycle, which begins on 25 July 2024 and ends when the next release begins, which is currently targeted for November 2024. 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 to access some of them.
The online help continues to reflect the previous version of the product being used by most customers.
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.
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 |
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 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 | GACR On toggle |
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 |
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 |
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 | GA 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 |
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 selecting CXone Studio in the filter on the top right.
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 |
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-Contact Center ACDs.
Supported non-Contact Center 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 Contact Center ACD, LiveVox and non-Contact Center 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 |
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 |