Release Date: Spring 2022

Coming Soon in Spring 2022 

Global Changes

Unicode Character Support for User Input
 
CXone will fully support user input in any Unicode character set, including Japanese characters. This will include applications and features such as Studio, WFI, DB Connector, and Workflow Data. Users will be able to enter text into fields, file names, prompts, and so on, using characters from any Unicode character set. This will improve user experience, allowing users to enter text in the language they're most comfortable using.
Customer Request ✓ UI Change X Future Enablement X

ACD

Skill Name Enhancement
 
You will be able include a colon (:) in a skill name. This change will be effective for skills created:
  • In the ACD application
  • By using bulk upload
  • By using APIs
This enhancement will provide an additional option if you need to distinguish between multiple skills.
Customer Request ✓ UI Change ✓ Future Enablement X

Admin

Updated Permissions for Business Unit Tabs
 
New or enhanced permissions will be added for the following ACD business unit tabs:
  • Usage—New permission: Business Unit Usage
  • Federated Identity—Enhanced permission: Login Authenticator
  • OpenID Connect—Enhanced permission: Login Authenticator
  • CXone Attendant—New permission: Business Unit CXone Attendant
The new permissions will give you more granular control of your users' access. These changes may affect your users' current access. If they do, you will need to edit your current permissions. These updates will close loopholes in the security model in these tabs.
Customer Request ✓ UI Change ✓ Future Enablement ✓

API

Updated Digital First Omnichannel API
 
The Digital First Omnichannel API will be updated. For more information, select Digital First Omnichannel in the filter on the right.
Customer Request X UI Change X Future Enablement ✓
Updated Studio API
 
The Studio API will be updated. For more information, select Studio in the filter on the right.
Customer Request ✓ UI Change X Future Enablement ✓
Updated WFM API
 
The WFM API will be updated.
Customer Request X UI Change X Future Enablement ✓

Cloud Storage Services

File Retrieval Request Cancellation
 
You will be able to cancel file retrievals requests that are submitted by mistake. You will also be able to view and confirm the number and sizes of files before submitting the file retrieval request.
Customer Request X UI Change ✓ Future Enablement ✓

CXone Attendant

FedRAMP Support
 
CXone Attendant will support FedRAMP at the moderate impact level.
Customer Request X UI Change X Future Enablement ✓
Audit Logging Capabilities
 
CXone Attendant will log any changes made in the application (Applications > CXone Attendant). This audit logging data will be accessible through APIs and will include changes to fields and other actions taken. Changes made while impersonating another user in CXone Attendant will also be logged. Audit logging data will be kept indefinitely.
Customer Request X UI Change X Future Enablement ✓

CXone Expert

Review Manager
 
You will be able to create workflows to publish new content. For example, you could create the following workflow:
  1. The writer updates content and submits it to a specified group or user to review.
  2. The reviewer submits the review with feedback to the writer.
  3. The writer edits the new content and submits it to the reviewer again for final approval.
  4. Once approved, the new content is published.
This feature will enable you to manage content updates and approvals directly in CXone Expert instead of using email or messaging.
Customer Request ✓ UI Change ✓ Future Enablement ✓

Feedback Management

Partial Response Processing
 
You will be able to submit responses from incomplete surveys for processing after a timeout period passes. This will enable you to include valuable responses in your collected data that wouldn't have been processed or appeared in reports otherwise. It differs from the existing partial response reporting feature because the application will process the responses as if they came from completed surveys. Processing includes:
  • Translation, if you purchased that feature
  • Automated text analytics, if you purchased that feature
  • Alerts
  • Reporting
Partial response processing will be available for email, IVR, SMS conversational, SMS to Web, and WhatsApp to Web. It will not be available for internet popup, slider, or link. IVR partial responses will process immediately after the call without waiting for a timeout period.
Customer Request ✓  UI Change X Future Enablement X
Response Rate Chart Label Improvements
 
Labels in the Response Rate chart will change for clarity. This will make it easier to read, especially when you process partial responses.
 
The following table headings will change:
  • Total Count of Complete will become Total Submitted Responses.
  • Count of No Response will become Count of Not Started.
  • Count of Started and Unsubmitted will become Count of Abandoned.
The following mouseovers will change: 
  • (Completed + Incomplete) will become (Submitted + Abandoned).
  • Completed will become Submitted.
  • Incomplete will become Abandoned.
Customer Request X UI Change ✓ Future Enablement X
Improved Admin Pages
 
The following admin pages will be enhanced:
  • Submit Schedule Jobs page improvements will make it easier to submit an on-demand job and to schedule recurring jobs.
  • System Settings page improvements will make it easier to find, understand, and update your application settings. Settings will be organized by function type. Some options will be renamed for clarity.
  • A redesign of the Login History page will make it easier to filter and review user logins.
Customer Request X UI Change X Future Enablement X
Security Improvements (FedRAMP)
 
Feedback Management will be included in the NICE CXone FedRAMP environment. As part of the effort to meet the rigorous FedRAMP controls, security will be enhanced for all clients.
Customer Request X UI Change ✓ Future Enablement X
Support for NICE CXone Interaction ID
 
If you post-process your survey data, you will be able to use the CXone interaction ID to link operational data from the CXone interaction. For example, you could link call hold times with customer survey results from Feedback Management. The interaction ID will appear in the following areas:
  • The Invitations and Responses page, including as an exportable column.
  • The Feedback API will provide the Interaction ID in response to the GET request. You will not be able to filter in the API by interaction ID.
Customer Request ✓ UI Change ✓ Future Enablement X
Improved Flexibility in Hierarchy Functionality
 
Defining data access to multiple hierarchies and hierarchy levels will be more flexible. Currently, you define hierarchy access conditions with the "AND" operator. For example, you can give a supervisor access to records that are assigned to both Team 1 AND Region A.​​ In this release, you will use an "OR" operator instead. For example: ​​
  • A supervisor could review surveys for calls with their staff or themselves (Team 1 OR Agent A). ​
  • Agent scores could be assigned up through multiple departments (Team 1 OR Team 2 OR Team 3).
Customer Request   ✓ UI Change ✓ Future Enablement ✓
API For Real-Time Outcast
 
Currently, you can use the API to invite contacts in real time to give feedback through SMS and IVR surveys.​​
In this release, you will also be able to invite contacts to give feedback in real time through the internet, with invitations sent by email or SMS.
Customer Request   ✓ UI Change X Future Enablement X

Interaction Analytics

Support for Brazilian Portuguese
Users will be able to analyze Brazilian Portuguese interactions in addition to English and Spanish interactions. Separate datasets can be created for each of these languages; that is, one language per dataset.
 
When you add Brazilian Portuguese analysis to Interaction Analytics, a drop-down for language will be available for dataset creation and for category and workspace templates. To support Brazilian Portuguese datasets, you will be able to create custom categories, sentiments, and entities. Selected widgets and filtering capabilities will also support Brazilian Portuguese. The Interaction Analytics user interface remains in English only.
 
Each language in addition to English is a purchasable add-on. Ask your CXone Account Representative for more information.
Customer Request X UI Change X Future Enablement ✓
Sorting Improvements for Interactions and Dataset Views
 
Sorting of columns will persist when a user views:
  • Datasets
  • Interactions from the Interactions Widget
  • Interactions by drilling down from other widgets.
In other words, columns will appear as they did in the final sort order the user configured in their last session. This information will be stored in the browser cache for the user, so clearing cache will also clear these sorting preferences.
Customer Request   X UI Change ✓ Future Enablement ✓
Annotation Usability Improvements
 
In the Annotation Selector, users will be able to see which top-level nodes have matching interactions and how many interactions there are. In addition, users will be able to click a specific annotation to jump directly to that annotation in the transcript. These enhancements will make it easier and faster for users to benefit from annotations.
Customer Request   X UI Change ✓ Future Enablement ✓
Bar Chart Improvements
 
When users configure widgets as bar charts, they will be able to choose whether to view results in ascending or descending order. Bar charts will also support an increased limit of up to 25 lines.
Customer Request   ✓ UI Change ✓ Future Enablement ✓