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This page shows the products and features currently planned for the 24.4 release cycle, which begins on 15 October 2024 and ends when the next release begins, which is currently targeted for 29 January 2025. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle. Some of the features are still in controlled release (CR) and not yet available.
Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.
| Customer Request | The feature was developed by customer request. |
| UI Change | The feature introduces changes to the user interface (UI). |
| Availability | This cell tells you two things about the feature:
|
Learn about the platform requirements and FedRAMP support status for the Contact Center apps you use.
Currently, the ability to use more than one routing attribute at the same time is in controlled release in the United States and Australia. In this release, it will become generally available in the United States, Australia, and Europe.
A routing attribute lets you narrow the pool of agents assigned to the ACD skill who are eligible to receive an interaction. For example, you could require that the agent has a certain license or certification. Multiple routing attributes will let you further narrow the pool of eligible agents. For example, you could specify that an agent with the correct skill must also have a certain license and be able to speak a certain language to be eligible to receive the interaction. This will give you more control over which agents an interaction can route to without creating a lot of ACD skills, reducing administration tasks and simplifying maintenance.
To set up multiple routing attributes, you will need to apply attributes to your agent user profiles. You will then use Studio scripts to route interactions to agents based on the ACD skill and the chosen attributes. To avoid narrowing your agent pool so far that interactions become stuck in queue with no matching agents, it will be best to use no more than five routing attributes per routing action.
You will need to have dynamic delivery enabled for your system to use multiple routing attributes.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, voicemail message timestamps in CXone Attendant display in the business unit time zone with no option to adjust the setting to reflect the user's local time zone.
In this release, you will be able to adjust the voicemail message timestamps so that each user sees them in the time zone configured for their CXone user profile. This will make it easier for you and your agents to find voicemails according to the time they were received.
To make this change, you must have administrator permissions in CXone Attendant.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following are updates made to the CXone developer portal during the 24.3 deployment period:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Safe Select is an all-in-one campaign management tool. It simplifies compliance around campaigns sent through voice, SMS, and email channels. The process of agents approving each communication also determines the order of records. This is useful for TCPA requirements in certain jurisdictions. Other key features of Safe Select are:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
C3 Payments is a PCI-compliant payment tool. It offers a system of workflows for contacts to make a one-time secure payment. These workflows can be initiated by an agent and also be used in agentless interactions. They keep the agent out of the PCI scope, which ensures compliance for your business and security for your contacts. Other key features of C3 Payments are:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Surfly Standalone Video Chat
Currently, Surfly offers video chat in combination with co-browsing. In this release, Surfly will offer video chat as a standalone product. If you don't need co-browsing, you can still let agents add video to any interaction.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
SMS Expansion
Textel's core SMS product will receive the following enhancements:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A customizable search experience will let you smoothly incorporate your unique queries, permissions, and needs into CXone Expert. It will let your consumers source relevant, concise information without reading multiple articles. They will be able to use natural language search in their questions and receive natural language in their answers. This will increase query resolution efficiency and decrease support events.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
Generative response reporting will let you monitor generative search queries, feedback, and click-through rate on source articles. This will help you to make informed decisions about content and generative AI settings to improve user satisfaction and increase utilization.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
Documentation about the CXone Expert generative AI tools will guide you to do the following:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
The Expert Kernels report will give you insight into usage, queries, and content adequacy. This will help you to identify content gaps and assess content readiness for AI and LLM applications.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
A new method of cross-platform authorization will work with OIDC configurations to provide faster authentication. This will allow Enlighten Copilot to work seamlessly. Receiving JWT ID tokens from Enlighten Copilot will enable IdP users to authenticate in one API call without having to authenticate with CXone Expert prior to making kernel requests.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
This report will let you view the number of translated pages on your site in a chosen date range. This will help you to assess usage and overages to stay within budgeted limits and to make decisions about localization and translation. It will answer questions like how many languages users translate into, which languages are popular, and which pages are translated most often.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
Currently, the import/export tool lets you export content from a primary CXone Expert site and import it into a destination CXone Expert site to provide a localized or branded knowledge experience.
In this release, more granular site resource selections for export outputs will prevent resource overwriting during import. This will provide the following benefits:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
Currently, you can use the CXone Agent progressive web app (PWA) on select Android mobile devices. In this release, you will be able to use it on iOS devices.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Agents will be able to use their headsets for the following basic voice controls:
This will work for all WebHID-compliant headsets, such as Jabra headsets. This will enable agents to work away from their desks, increasing productivity.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Agents will be able to delete the content of inbound and outbound messages. They will also be able to delete the name of the author of inbound messages. Like masking a call, this will allow them to hide sensitive information, such as account numbers and personal ID numbers. For chat, message content and author names will be deleted for both the agent and the contact. For all other channels, content and author names will only be deleted on the agent's side.
You will be able to enable this functionality for agents in their Digital Experience role.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to click Reply next to specific messages. Their reply will quote the original message. This will allow agents to reference specific topics in conversations.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Icons will display next to agents' messages to indicate these statuses:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to record and send audio messages. They will also be able to receive and listen to audio messages using an inline audio player.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, agents cannot edit the additional fields in the Outcomes window if the Status has been set to Closed. Those fields include Disposition, Notes, and Tags. In this release, agents will be able to edit those fields for any interaction assigned to them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Currently, this feature is in controlled release. In this release, it will be generally available.
Agents will be able to elevate an interaction from one channel to another. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. They will be able to elevate:
This will make interactions seamless. It will also simplify reporting. The entire interaction will be connected to one interaction ID. There will be individual contact IDs for the interaction on each channel.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, the changes agents make to their CXone Agent settings in the Settings app are stored in their browser. When agents clear their browser's cache and cookies, those settings are reset. In this release, they will be stored in the NICE CXone servers. When agents clear their cache and cookies, their settings will remain as configured.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
If the agent's primary audio device fails, CXone Agent will switch to the next available audio device. This will ensure continuous audio for agents.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Agents will be able to choose how the Enter key on their keyboard behaves when they're drafting messages. A new setting called Send with Enter will be added to the CXone Agent settings in the Settings app. It will have these options:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to select their location when they log in to CXone Agent. A drop-down list of locations will appear in the Voice Preferences window. You will be able to configure the locations in this list in Admin > Locations > Location Definitions.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The following changes will be made to the CRM integration experience for CXone Agent:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, click-to-dial does not recognize special characters or leading zeroes in phone numbers. In this release, it will recognize special characters in phone numbers, such as slashes and pound signs. It will also recognize leading zeroes in phone numbers, such as those in the United Kingdom.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the CXone Agent user interface:
This will make it easier to distinguish between those icons.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Real-Time Interaction Guidance and Google Contact Center AI (CCAI) will be supported in CXone Agent.
For more details, select the Agent Assist Hub filter on the top right.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, when agents search full names in standard address books in the Directory, no results appear. In this release, when agents search full names, the Directory will display results.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |