This page has been updated to show the final products and features in the Spring 2023 release of CXone. Features are subject to change between now and final deployment.
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 major user interface (UI) changes. |
| Availability | When you can expect to see the feature in your environment.
On toggle — This is a major release. The feature automatically toggles on later in the release. 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. |
End of Support for Windows 8.1 OS
Microsoft has announced end of support for the Windows 8.1 operating system as of 10 January 2023. Therefore, NICE we will no longer develop or test against Windows 8.1 as of the Spring 2023 release. Support will be provided as of that time only for issues experienced on supported operating systems. Support for Windows 11 64-bit was added in the last major release. Some Contact Center applications may differ. Check the Platform Requirements page for the Contact Center applications you use.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Improved Workflow Automation Documentation
The Workflow Automation feature in Digital First Omnichannel now has detailed documentation for setting up each trigger, condition, and job. On many of these pages, you can also read examples of triggers and jobs that work together to accomplish a fully automated process.
Filter Contact Center Apps by FedRAMP Availability
The Platform Requirements page lets you filter Contact Center apps by whether they're available or unavailable for FedRAMP.
End of Support for Windows 8.1 OS
Microsoft has announced end of support for the Windows 8.1 operating system as of 10 January 2023. Therefore, NICE we will no longer develop or test against Windows 8.1 as of the Spring 2023 release. Support will be provided as of that time only for issues experienced on supported operating systems. Support for Windows 11 64-bit was added in the last major release. Some Contact Center applications may differ. Check the Platform Requirements page for the Contact Center applications you use.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Google Verified Calls Discontinued
Google is ending use of their Verified Calls feature on 31 January 2023. If you're using this feature, contacts will stop seeing the verified calls UI when they receive phone calls from your organization after that date.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Pages Removed from Tenant Management
Two pages will be removed from Tenant Management:
Currently, you can create users and login authenticators in both Tenant Management and Admin. This functionality will be removed from Tenant Management. You will still be able to create users and login authenticators in the Admin application. This change will help you have a more consistent experience.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
AgentID Property Removed from Agent Assist Studio Action
The AgentId property in the Agent Assist Studio action will be removed from the Properties list. The field will be hidden and the script will automatically populate it with the appropriate variable name. This change will reduce confusion over which variable to use.
This update is described in more detail in the Studio section of this page.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
CXone Agent
CXone Agent is the next-generation agent application native to CXone. It enables agents to handle voice, chat, email, SMS, and digital interactions from within the same unified interface. This interface is customizable at the business unit, team, and agent level. Relevant customer data, including interaction history and any data from an integrated CRM, appears for agents to provide them with the most complete customer picture.
CXone Agent will be generally available later in the Spring release cycle, in March 2023. Currently, it is in controlled release (CR) for a select number of customers.
Customers who have been using CXone Agent in CR will notice these features in the Spring 2023 release:
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
CXone Agent for Microsoft Teams
CXone Agent for Microsoft Teams is the next-generation agent application embedded in Microsoft Teams. Agents can handle multiple interactions in one unified interface without having to leave Microsoft Teams. The application is customizable to fit business and agent needs. It displays relevant customer data from Microsoft Teams to help agents make interactions as seamless as possible.
CXone Agent for Microsoft Teams will be generally available later in the Spring release cycle, in March 2023. Currently, it is in controlled release (CR) for a select number of customers.
Customers who have been using CXone Agent for Microsoft Teams in CR will notice these features in the Spring 2023 release:
CXone Agent Integrated
CXone Agent Integrated is the new browser extension agent application native to CXone. It enables agents to handle voice, chat, email, SMS, and digital interactions on one screen. This unified interface is responsive and customizable. CXone Agent Integrated also offers robust CRM integration; relevant customer data from your CRM appears inside the agent application.
This new agent application supports integration with these CRMs:
CXone Agent Integrated will be generally available later in the Spring release cycle, in March 2023. Currently, it is in controlled release (CR) for a select number of customers.
Customers who have been using CXone Agent Integrated in CR will notice these features in the Spring 2023 release:
Adapters
Previously in controlled release, Adapters is now generally available. Adapters includes:
Regional availability and other limitations apply. Contact your Contact Center Account Representative to find out if you can benefit from one or both of these Adapters applications.
If you used either Presence Sync or Advanced Directory Sync for Microsoft Teams in controlled release, you will notice these new features:
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Tag, Location, and Station Profile Page Improvements
Tag, Location, and Station Profile pages will have a new look and feel, but their basic functionality won't change. The updated pages will look more like the pages in the Admin application. The benefits of the updates include:
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Contact Delivery Mode Setting Available by Default
New tenants will have the Delivery Mode setting available for their ACD users and teams by default. This setting lets you specify whether a team or ACD user can handle one or multiple contacts at once. The new default will let new tenant administrators specify delivery modes on a per-team or per-agent basis without changing business unit settings in their tenant.
Existing tenants will keep their current contact handling settings. If you want to enable the Delivery Mode setting for your existing tenant, contact your Contact Center Account Representative.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Bullseye Routing Support in APIs
Some APIs will contain bullseye routing fields. This will enable you to view certain metrics and generate reports for bullseye routing.
This update is described in more detail in the API section of this page.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Faster Return to Routing After Failover
Currently, Contact Center reloads all agent data following a failover before routing resumes. With this release, Contact Center will first load a minimal amount of agent data after a failover. This will allow routing to resume quickly and your agents to continue working sooner. Contact Center will continue to reload all remaining agent data while routing occurs.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Improved Way to Set Agent Availability in WEM Skills
Improvements to marking agent availability will minimize user entry errors. You will set when an agent is available rather than unavailable.
User experience will improve as you focus on available time rather than unavailable.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Support for Mapping Out-of-the-Box (OOTB) ACD Events in WEM Skills
With this enhancement, you will be able to map multiple agent states back to multiple activities. This will result in more accurate adherence scores.
The mappings will be automatically updated once deployed.
| Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Search by Username on Employees Page
Currently, you can only search by first name and last name on the Employees page. With this release, you will be able to search by usernames as well. This will allow you to find your employees' accounts more efficiently.
| Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
New Permissions for BI Reports
Nine new BI reports will be added in this release. To use these reports, you will need to enable the following permissions in Admin > Security Settings > Roles and Permissions > Permissions > Reporting:
These reports are described in more detail in the Reporting section of this page.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Google Contact Center AI SmartReply
Support will be added for the Google Contact Center AI (CCAI) SmartReply feature. SmartReply allows CCAI agent assist applications to suggest appropriate and relevant responses to agents in real time throughout the conversation. SmartReply responses will need to be set up and trained based on conversation data from your contact center. Suggestions from SmartReply will appear in the agent assist panel in the agent application. This feature will save agents the time of thinking of an appropriate response, so they can respond more quickly to contacts.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Google Contact Center AI Confidence Scores
Google Contact Center AI will display confidence scores with the suggested articles it shows to agents. This will help agents to better determine how relevant the suggestions are to the current conversation.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Agent Assist Studio Action Updated
The AgentId property in the Agent Assist Studio action will be removed from the Properties list. The field will be hidden and the script will automatically populate it with the appropriate variable name. This change will reduce confusion over which variable to use.
These updates are described in more detail in the Studio section of this page.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
See the Agent for Salesforce release history for a list of previous versions. The following features are included in version 23.0 and are planned for release in late March 2023.
Schedule Visibility Improvement for Dual WFM Integrations
If IEX WFM and Workforce Management are enabled and the agent has permissions to both, agents will be able to see their schedules from both applications in Agent for Salesforce Lightning. This will allow agents to see their schedules without navigating away from the agent application.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Manual Selection for Name and Relates To Fields
When this setting is enabled in Agent for Salesforce Lightning, it will require agents to manually select values for the Name and Relates To fields. This will allow the agent to specify the input for these fields instead of limiting it to the automated value.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Restricting Directory History
When this setting is enabled in Agent for Salesforce Lightning, agents will not be able to call or transfer to numbers listed in the directory history. This will reduce the possibility that the agent incorrectly transfers the contact.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Transfer Salesforce Objects with Calls
When a call in Agent for Salesforce Lightning is transferred to another agent, the Name and Relates To field values will be transferred to the receiving agent along with it. This will allow agents to be more efficient in handling transferred calls.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Dutch (Netherlands) Language Support
Dutch (Netherlands) will be supported in Agent for Salesforce Lightning.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
The following features are planned for release in late March 2023.
Single Sign-On Capability
Single sign-on will be available for Agent for Service Cloud Voice and Salesforce. This will ease the login process for users.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Omni-Flow Support
Salesforce Omni-Flows will be supported. Users will have the capability to set up screen pops, data memorialization, and supervisor support using Omni-Flows.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Launch Indicators
When you enable launch indicators using Studio scripting, agents will be able to see them.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Omni-Supervisor Additions
Supervisors will be able to use listen-in and barge-in capabilities.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
API Updates
The Digital Engagements API will have new endpoints and enhanced context regarding the authors of messages. A new authorization type will also be allowed in DFO endpoints. More information will be available on the Digital Engagement API page on the developer portal.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Bullseye Routing Support in APIs
Some APIs will contain bullseye routing fields. This will enable you to view certain metrics and generate reports for bullseye routing. Bullseye routing fields will be added to the following APIs:
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Reporting API Version 27
You will be able to use a new Reporting API version. This version includes updates to the following endpoints:
Full details are available on the developer portal.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Skill Store
A new section of Bot Builder called Marketplace will allow you to discover bot skills that other users have published and add them to your own bot. Each bot user will also be able to publish bot skills to Marketplace with the approval of an administrator.
| Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
CXone AppLink is not applicable to Engage QM Integrated solutions.
CXone AppLink License for Side-by-Side Recording Available in the Tenant Management Application
A new CXone AppLink license is available for side-by-side recording to use voice and screen recordings from both NICE Engage recording and CXone recording. The recordings can be used in the Quality Management, Interaction Analytics and Interactions applications. See Manage Tenants.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Support for NICE Engage Multiple Data Center Environments
You can deploy CXone AppLink for NICE Engage Multiple Data Center (MDC) environments. See CXone AppLink.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Support for NICE Engage with SQL Always On
CXone AppLink supports NICE Engage with SQL Always On for on-prem and cloud deployments. See CXone AppLink.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
New Fields in the Interactions Application
CXone AppLink users can see in the Interactions application if the source of the data is from NICE Engage. The new column headers that CXone AppLink users can see are:
These fields are searchable in the Interactions applications.
See Interactions: Search and Playback.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Search for DIDs by POC Name
You can now search for provisioned DIDs by number or point of contact (POC) when assigning DID numbers to CXone Attendant. Previously, the DID drop-down list only allowed searching by POC number. This feature provides an improved search experience when assigning DIDs to users.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Sort and Filter Enhancements on Messages Tab
You will be able to sort and filter many columns in the Messages tab, including Status, Created Date, From, and Contact ID. Currently, the Messages tab provides limited sorting and filtering capability. This enhancement will make it easier to manage a larger list of voicemails. This will also allow you to perform a global search through the columns to easily find the records you are looking for.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Delete Voicemail Messages
Previously, voicemail messages could not be completely deleted. This caused performance issues for customers with very high voicemail volumes. With this release, voicemail messages can now be completely deleted according to a time frame you set. The Voicemail Retention setting is located on the CXone Attendant tab of your tenant.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Interactions Enhancements
See Interactions: Search and Playback.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Recording Enhancements
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Player Enhancements
See View and Play Interactions.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
ScreenAgent Enhancements
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
In-App Alerts
Supervisors will be able to set up and receive alerts for:
While configuring alerts, supervisors will be able to define:
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Easy Access to Other Apps
Supervisors will be able to access the Reporting and Dashboard applications from CXone Supervisor.
They will be able to see these links depending on the licenses for your organization and the permissions assigned to them.
For more information, contact your Contact Center Account Representative.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
View and Manage Agent ACD Skills
There will be a new Skills panel under the Skills tab in the Live Monitoring page. In this panel, supervisors will be able to:
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Real-Time Interaction Guidance (RTIG) Overall Customer Sentiment
Supervisors will be able to view the overall sentiments of all the ongoing interactions at a glance. This will help supervisors focus on the problematic interactions.
This feature will only be available with RTIG license.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Net Staffing Bar for the Week View
The net staffing bar will be available for the Week view under the Schedule Manager page. The bar will show staffing conditions on a particular day of the week.
Having the net staffing view for a week will help in:
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Support for Partial-Day Trade Requests
Agents will now enjoy expanded flexibility to choose both partial- and full-day trades. Similar to how agents don’t always need a full day off, they don't always want to trade a full-day schedule.
Multiple trade configurations will be available to the agents for making trade requests.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Forecasting—Editing Forecasted Volume, AHT, and Bulk Action
When editing the forecast data, you will be able to:
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Manual WFM Skill Allocation
You will be able to define how the volume of a WFM skill will be handled by scheduling units. This will be done by setting a percentage that distributes the volume across the respective scheduling units.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
New Studio Actions
New Studio actions will be available for use in digital scripts. They will allow you to:
These Studio actions will be available later in the Spring 2023 release cycle.
These actions are described in more detail in the Studio section on this page.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Auto-Close Inactive Customer Contacts
You will be able to configure contacts to close automatically after a certain number of days have passed with no new messages. You will be able to the select the time period for the Default inactivity timeout on the Routing page. The maximum number of days you can select is 90 days. The default value for existing customers will be set to 90 days. For new customers, the default will be 30 days.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Caseflow Redesign
The caseflow will be redesigned to address issues with contact synchronization. This will help prevent stale states and inaccurate statuses from displaying in both Supervisor and Dashboard.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Restrict Visible Data by Teams and ACD Skills
When a user performs a search or looks at a customer card, DFO only shows data that user is allowed to see based on views they are assigned to. These view restrictions will be enhanced to restrict an agent's ability to view content by teams or ACD skills they are assigned to.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Data and Report Updates
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
API Updates
The Digital Engagements API will have new endpoints and enhanced context regarding the authors of messages. A new authorization type will also be allowed in DFO endpoints. More information will be available on the Digital Engagement API page on the developer portal.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
New Search Query
A new query will be available to search cases. You will be able to search by email address using the query author =. This will help you find cases in the agent console more easily.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Enhancements to DFO Quick Replies
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Email Settings Improvements
The process for configuring Contact Center Email in DFO will be the same as other channels. You will be able to:
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Rich Messages Settings
There will be a new button on the Points of Contact Digital page. It will allow you to access setup for all available types of rich content in a single place. This means you will only have to create a rich message once instead of configuring a separate one for each channel. Not all rich content types are supported for all channels. Rich content already created under TORM (Quick Responses, List Picker, and Rich Links) will appear in the new Rich Messages Settings. Other rich content that has already been created for Apple Messages for Business will not appear in the Rich Messages Settings.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Quick Replies Available in Rich Message Settings
Quick replies (now quick responses) were previously supported for use in APIs and with bots in WhatsApp and Apple Messages for Business channels. With this release, you can configure quick responses in Rich Message Settings for WhatsApp, Apple Messages for Business, and Facebook Messenger.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Rich Links (TORM)
Rich links allow you to configure links that agents can send to contacts to appear with an image, title, and subtitle. The ability to send rich links will be added to Google Business Messages, WhatsApp, Facebook Messenger, and Apple Messages for Business.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
List Picker (TORM)
List picker displays a list of items and can include descriptions and images for items as well. The list picker functionality will be added to Google Business Messages, WhatsApp, Facebook Messenger, and Apple Messages for Business. Agents will be able to use these channels to send lists that contacts can select from. This will help contacts communicate their needs more quickly.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Chat Window Independent from Agent Availability
Currently, the chat window is only displayed if there are agents online. With this release, you will be able to display the chat window even if no agents are available. Specific configuration in Workflow Automation proactive actions and Guide or in the JavaScript API will make this happen. When the contact starts a chat, they will be added to the queue as normal.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
New Look and Feel for Workflow Automation Conditions
The interface for adding conditions in Workflow Automation will be updated to provide a more streamlined experience.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Add-On: Employee Engagement Manager
Employee Engagement Manager (EEM) is a purchasable add-on for IEX WFM Integrated that supports schedule flexibility and enhances agent satisfaction in the contact center. In the Spring 2023 release, it will move from controlled release to general availability for organizations using IEX WFM Integrated. EEM offers significant benefits for all contact center roles.
EEM empowers agents to view and change their schedules from the convenience of any browser or from a smartphone app. Schedule-change options are matched to individual agents based on their WFM skills, preferences, and availability.
For supervisors, EEM provides a dashboard to monitor agent intraday performance. It also makes it easy to communicate with agents and WFM administrators via instant messaging.
WFM administrators can use EEM to analyze performance indicators and staffing level variances in real time. EEM also provides proactive recommendations when staffing adjustments are indicated.
Employee Engagement Manager automatically updates IEX WFM Integrated with schedule changes it receives. It enables you to automate and optimize up to 80% of your contact center’s manual intraday management processes. For more information on enhancing your IEX WFM Integrated system with Employee Engagement Manager, contact your Contact Center Account Representative. A minimum of 300 seats is required for this module.
If you used Employee Engagement Manager in controlled release, you will notice these new features:
More Filters for Search Page
The Search page will have new filter options that you can use to search all of your available data. You will be able to search by language, company profile terms, categories, and some commonly used metrics.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Enhancements to Auto-Suggestions
When you add a metric to a dataset, category, widget, or filter, a list of auto-suggestions appears. This list will be updated to remove auto-suggestions that are not helpful.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Reporting Updates
These updates are described in more detail in the Reporting section on this page.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Language Support for European Spanish and Dutch
Users will be able to analyze interactions in European Spanish and Dutch (Netherlands) in addition to interactions in English, French, German, Brazilian Portuguese, Canadian French, and Spanish. You will be able to create separate datasets for each of these languages; that is, one language per dataset.
When you add European Spanish or Dutch (Netherlands) analysis to Interaction Analytics, a drop-down for language is available for dataset creation and for category and workspace templates. To support datasets in European Spanish and Dutch (Netherlands), you will be able to create custom categories, sentiments, and entities. Selected widgets and filtering capabilities will also support these languages. The Interaction Analytics user interface remains in English only.
Each language in addition to English is a purchasable add-on. Ask your Contact Center Account Representative for more information.
AutoDiscovery, Enlighten features, out-of-the-box annotations, and certain widgets will not be supported in European Spanish or Dutch (Netherlands).
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
New Sales Effectiveness Enlighten Model
If you have the Interaction Analytics Premium Package and the Enlighten Sales Effectiveness Package, you will be able to use this new model to assess sales performance. This model includes 10 metrics for agent behaviors related to sales, such as Overcome Objections and Likelihood to Buy. These metrics will be added to the Enlighten Summary Widget and the Enlighten Behavioral Metrics Widget. You will also be able to use them to filter widgets and workspaces, and to create categories. You will also be able to view them when you drill down into individual interactions. These metrics will be available to export to CSV.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Localization
The UI for Interaction Analytics will display in the same language as the user's default browser settings. If a language is not supported, the default display language is English. Areas of the application that are configurable, such as dataset names, category names, and widget names, will not be translated. Supported languages will include:
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Change Default Language for Transcriptions
You can specify the default language for interaction transcriptions. This is helpful if your call center mostly uses a language other than English. You can only select one language as the default. The default is set to English if no language is selected. Ask your Contact Center Account Representative to help you take advantage of this new feature.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Manual Fax Override
You will be able to enable a manual fax override button for Personal Connection calls. This will quickly mark the numbers as fax machines.
This is described in more detail in the Personal Connection section of this page.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Dutch (Netherlands) Language Support
Dutch (Netherlands) will be supported in MAX.
| Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Voice Quality Metrics Integration
You will be able to collect Voice Quality Metrics data for agents using Integrated Softphone in MAX. Voice Quality Metrics is an application for near real-time monitoring of the quality of voice calls in Contact Center. You can use the application to discover, diagnose, and troubleshoot call quality issues for contact and agent call legs.
If you don't currently use Voice Quality Metrics and would like to add it in advance of this new feature, talk to your Contact Center Account Representative.
| Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Manual Accept
When this setting is enabled, agents who are on an active voice connection in MAX will have to manually click Accept or Reject for any incoming contacts. This will allow agents to have complete control over when or if to accept incoming contacts. This feature will be released later in the Spring 2023 release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Improved Voicemail Laydown Accuracy
Contact Center will be able to deliver a voicemail when it reaches a voice mailbox with greater than 85% success rate. It will apply a disposition to indicate whether the voicemail was left successfully. This update will increase the number of successfully completed agentless interactions.
| Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Incorporate Canadian Postal Codes in the Regional Lookup
The system will be able to locate time zones from a phone number prefix or Canadian postal code. This information will be used to comply with regulations regarding what time of day calls can be made to contacts.
| Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Viewable and Modifiable Proactive XS Settings in Skill Management
You will be able to see whether Proactive XS interactions are currently active from the Skill Management page. You will also be able to make changes to them from the same screen. This will enable you to easily see the status of your Proactive XS-enabled Personal Connection ACD skills and quickly adjust incorrect settings.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Priority Blending with Omnichannel Session Handling (OSH)
You can now activate priority blending within an OSH environment.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Manual Fax Override in MAX
You will be able to enable a manual fax override button in MAX. This will help agents quickly dismiss a call they identify as a fax machine and will allow them to move on to the next call faster. To enable the button, set Call Progress Analysis to Classify or Classify with Answering Machine Detection and select Fax in the CPA Management parameters page.
| Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
New Options for the Evaluation Form Template Header Field
You will be able to add fields in the evaluation template headers of:
The current Contact ID column is not searchable in Interactions. It will be replaced by the Master Contact column that will be searchable.
| Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Role-Based Access for Evaluation
Depending on the Evaluation view assigned to you, you will be able to see restricted teams and users in:
| Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Contact Center Multi-Path and Side-by-Side Recording Supported in Quality Plans
Recordings from CXone AppLink Side-by-Side in Contact Center and NICE Engage will be able to use the Quality Management platform to support their quality activities, including quality plan distribution.
| Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Additional Filters in Quality Manager Reports
In the Quality Manager BI reports you will be able to filter by:
| Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Accessibility
The Quality Manager My Zone pages will have an improved experience for users with visual impairment.
| Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
BI Report Enhancement
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
It is broken down into Evaluation Start Date and Recorded Interaction Date in these reports:
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
New Guidance Behaviors and Alerts for Sales Effectiveness
A new set of guidance behaviors and alerts to promote sales effectiveness will be available in Real-Time Interaction Guidance. The new guidance alerts will allow you to give your agents insight into how likely their contacts are to make a purchase. You will be able to assign the new guidance behaviors and alerts to Real-Time Interaction Guidance profiles. Each Real-Time Interaction Guidance profile will support one set of guidance behaviors and alerts. For each profile you will need to choose either the customer satisfaction behaviors (the current option) or the new sales effectiveness behaviors. With the new behaviors set, you will be able to give your agents a tool that can help increase the number of sales they make.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Sentiment Score in CXone Supervisor
Supervisors will be able to track sentiment scores for all live agent calls in real time. The sentiment score will appear as an icon beside the phone number in the Contact column on the Live Monitoring page in CXone Supervisor. The icon will change in real time to reflect an agent’s performance during a call. This will make it easier for supervisors to monitor if an agent needs coaching during a call. In addition, supervisors can create alerts when a call is below a configurable sentiment threshold to highlight a call that may require attention.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Support for More Concurrent Agents and Supervisors
Currently, Real-Time Interaction Guidance (RTIG) supports up to 5,000 concurrent agents and 500 supervisors. Starting with this release, RTIG will support up to 6,000 concurrent agents and 600 supervisors. This will allow you to use RTIG with more agents and supervisors at the same time.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
API Version 27
You can use a new Reporting API version. This version includes updates to the following endpoints:
Full details are available on the developer portal.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Agent Skill Assignment Report
This report will show the ACD skills each of your agents is assigned to. It will also show the agent's proficiency and the average proficiency for each ACD skill.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Bot Builder Tab in Contact Center Billing Report
The Bot Builder tab in the CXone Billing report shows Bot Builder usage data. It shows a breakdown of Bot Builder users by day and for the last 12 months.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Contact States by Interval Report
This report will display the number of contacts that have been in each state, sorted into time intervals. These intervals will be in minutes or seconds, depending on the state.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Callback Detail Report
This new report will provide more insight into contacts that experienced a callback state. You will be able to see the number of callbacks by day or month. You will also be able to view callback intervals by ACD skill. This report will help you see how quickly you address callbacks and identify areas to improve.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Digital Agent Contact Performance Report
This new report will display information for digital skills and metrics specific to digital contact handling. It will include metrics for Avg First Response Time, Avg Agent Response Time, Avg Handle Time, Avg Focus Time, Avg Customer Responses, and Avg Agent Responses.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Skill Proficiency Report
This new report will provide insight into agent proficiencies for all ACD skills. It will display the average proficiency of all agents assigned to an ACD skill. Proficiency levels will be ranked from 1-20, 1 being considered the highest or most proficient in that ACD skill. The report will show the number of agents at each proficiency level for each ACD skill. You will be able to drill down into each ACD skill by clicking Skill Name or Skill No.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
RTIG Report Enhancements
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
New Interaction Analytics Reports
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Quality Management BI Report Enhancements
| Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
It will be broken down into Evaluation Start Date and Recorded Interaction Date in these reports:
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
New WFM Intraday Report
The Intraday report will display weekly forecasted data by WEM skills. It will help managers to compare the actual data with the forecasted data and identify areas that need improvement.
To use this report, you will need to enable the Intraday Report permission. In Contact Center, go to Admin > Security > Roles and Permissions > Permissions. The permission will be under Reporting > BI Reports.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Notifications for Excess Usage of BI
You are allowed to have 10% of users in your system access BI reports at no additional charge. With this release, a notification will be sent to administrators when 9% has been reached and again when 10% has been surpassed.
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Improved Scheduling
Contact Center will adopt a new back-end tool for scheduling data download and custom reports. Instead of failing, reports run during high-traffic times will be queued until the system is able to process them.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Column Name Change in Billing Report
The Time column in the Billing report will be renamed to Date to better reflect the data.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Updates to Contact History Report Filters
While applying filters to the Contact History report, you can:
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Custom Reporting Tool Tips
Various tool tips have been added to Custom Reporting. If you hover over a blue question mark, information will pop up to explain more about terms and features you're using.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Support for Amelia Version 5.6.3
SmartAssist has been updated to support Amelia version 5.6.3. You can download the release notes for this version of Amelia in PDF format.
This feature will be deployed to all SmartAssist customers in advance of the Spring 2023 release. The current target date is January 2023.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Agent Assist Studio Action Updated
The AgentId property in the Agent Assist Studio action will be removed from the Properties list. The field will be hidden and the script will automatically populate it with the appropriate variable name. This change will reduce confusion over which variable to use.
No action will be required from you to update your scripts. If you have an existing script that uses a different variable from the recommended ones, the system will automatically update your script. It will replace the variable you use with the recommended, default variable. The default variables are {agentId} for inbound scripts and {__agentId} for outbound scripts.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
New Studio Actions for Digital First Omnichannel
New Studio actions will be available in Studio for use in digital scripts. They will allow you to:
| Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Background Noise Handling for Voice Interactions
A new configuration setting will be added for use in virtual agent scripts for voice channels. The setting will improve user experience when the contact is in a noisy environment. Currently, if the virtual agent detects a lot of background noise, it may have a hard time telling the difference between the contact speaking and other sounds on the call. It may incorrectly interpret the sound as silence and treat the call as if the contact had not responded.
To prevent this outcome, you will be able to set a new timeout parameter in your script. This parameter, maxUtteranceMilliseconds, will start a timer as soon as the virtual agent detects audio on the call. When the timeout limit is reached, the virtual agent will attempt to determine the contact's intent from the captured audio. If it's able to determine an intent, the virtual agent will send a response. If it isn't able to determine an intent, the virtual agent will do one the following:
This feature will be deployed to all Virtual Agent Hub customers in advance of the Spring 2023 release. The current target date is January 2023.
Google Verified Calls Discontinued
Google is ending use of their Verified Calls feature on 31 January 2023. If you're using this feature, contacts will stop seeing the verified calls UI when they receive phone calls from your organization after this date.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Rule Execution Frequency Changes
Existing rules that use the Automatic setting will be automatically changed when this release is deployed to your tenant:
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
These features are adjustments to those previously announced.
Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.
API Version 27
This feature was previously announced as a new API version including updates to the following endpoints:
Instead, it now includes updates to only these endpoints:
Full details are available on the developer portal.
Quality Management BI Report Enhancements
Each item includes a description of the feature as it was previously published on the Coming Soon page. These features will not be a part of the Spring 2023 release.
Real-Time Transcription Support
Real-time transcription will be available. Transcription will be dependent on the use of APIs. If you have questions regarding transcription set up, contact your Contact Center Account Representative.
Multi-Factor Authentication for the Mobile App
The mobile app will support multi-factor authentication for agents when logging in. This authentication will be set at the organizational level, providing enhanced mobile app security.
Conformance Metrics in WFM Adherence Report
The Adherence report will include conformance metrics. These metrics will show the amount of time agents spent in different scheduled activities. This will help managers evaluate agent productivity by day, week, or month.
To see the following features in detail, select the product in the filter on the right.
Adapters
Quick Replies Available in Rich Message Settings
BI Report Enhancements
Evaluation Status Filter and Column
Quality Management BI Report Enhancements
Evaluation Status Filter and Column
ACD
CXone Attendant
CXone Attendant sometimes showed empty voicemail messages with no create date, source, or contact ID.
Digital First Omnichannel
IEX WFM Integrated
Reported contact counts were inaccurate when emails and a call were handled at the same time.
MAX
Personal Connection
The downloaded list of prospective contacts showed the Modified Date for a change but didn't reflect the actual change.
Reporting
Attempting to sort a custom report template by point of contact name failed to save. It produced no error message.
Studio
Web Intercept Version Management Tabs Removed
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
New Rich Message Types
You will be able to set up your bot to send list pickers and rich links in messages. These new rich message types will be available for the following channels:
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
System Slots
Bot Builder will include more ready-to-use slots. Some will be used for contact data and others for customer data. These will replace the existing Customer ID slot.
The contact slot will be used for information about the interaction, such as the channel used. The customer slot will be used for information about the person on the other end of the interaction, such as their name.
These slots will make it easier to have complete integrations with DFO and CXone APIs.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Slot Variable Suggestions
Bot Builder will show available variable suggestions after you type an opening bracket { in a dialogue.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Duplicate Dialogues
You will be able to duplicate an existing dialogue to use as a starting point for a new dialogue. This will speed up dialogue creation if you need a similar conversation flow.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Show/Hide Dialogues
You will be able to hide an existing dialogue from your training data, telling Bot Builder to treat it as a draft. It will still be visible to you to edit, but your bot will not learn from the dialogue while it is hidden. You will be able to show the dialogue again when it's ready.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Skills View—Bulk Actions
In the Skills view, supervisors will be able to:
Bulk actions are advanced features and will be available for free for a limited time.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Agent View Enhancements
In the Agents view, supervisors will be able to:
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Visibility of Data Streams Page Restricted
Currently, the Data Streams page is visible to everyone. Starting this release, Data Streams must be enabled for your CXone tenant for you to use it. Additionally, you will need to enable Data Streams permissions for the roles that you want to be able to view and access the page. This change will improve CXone security by preventing unauthorized changes to Data Streams destinations.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Enhancements to DFO Quick Responses
Updates to quick responses originally planned for the Spring 2023 release will be included in the April minor release.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
These features are part of Feedback Management R41, which begins deployment on 1 April 2023.
Rolling Interval Support for Trend Charts
Rolling, or moving, calculations smooth out short-term fluctuations in data to help you identify overall trends and patterns. Rolling calculations don't change how the calculations are made. Instead, it changes the time period represented by each plotted data point. Each data point is the average of all data for the past few days. This makes it easier to see a gradual incline or decline in your numbers.
In this release, the following charts will support rolling calculations:
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Banner Logo Support
You will be able to add a banner logo in modern survey themes. This will let you provide a branded survey experience for greater impact. A banner logo fills the width of the survey window while maintaining its original proportions, so the image won't become distorted when viewed from different devices.
This update will not impact logos that appear in your current live surveys.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Default Answer Background Color Override
When you select a new text color for your survey answers, the default background color changes to a matching color that contrasts the selected text color. In this release, you will be able to override the default background color.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Improved Survey Navigation
The previous and next arrow buttons in surveys will be more visible. This will make it easier for people taking surveys to review and change their previous responses.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Better Desktop Display for Web Intercept
When you display a web intercept on a desktop, the minimum height will be greater. This will make it easier to read and complete the survey.
| Customer Request | ✓ |
UI Change | ✖ | Availability | On deploy |
Improved Administration Pages
Some of the administration pages will match the structure and style of the CXone user interface. This will make them more secure and easier to use. These pages will also move to Admin > Advanced Admin in the Feedback Management navigation pane.
The improved administration pages are:
Failed Jobs Tab on Scheduled Jobs Page
A Failed Jobs tab on the Scheduled Jobs page will make it easier to locate and troubleshoot failed jobs.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Marathi and Kannada Language Support
Feedback Management will include support for the Marathi and Kannada languages. This will enable respondents to take surveys in these languages.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
IVR Survey Comment Technology Upgrade
Feedback Management currently uses Nexidia speech-to-text (STT) to transcribe IVR survey comments. This release will include updates so ElevateAI can replace Nexidia STT. ElevateAI improves accuracy for English and Spanish recordings.
If you currently use Nexidia STT for IVR survey comments, you will be able to upgrade to ElevateAI sometime after the release. The upgrade will not disrupt your system.
| Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Tokens in Grid Questions
Survey authors will be able to include tokens in grid row questions. They will do this by using HTML tags in either the Survey Build or the Manage Translations page. This will help to personalize questions with contact field values or customize questions based on responses to previous questions.
| Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Version Management Improvements for Web Intercept
The tabs for accessing drafts, working copies, and published versions have been removed. This makes it easier to manage different versions of web intercept surveys. It also creates a more consistent experience for managing working copies and published copies across distribution methods.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Require Manual Agent Accept
When this setting is enabled on an inbound ACD skill, agents who are on an active voice connection in MAX will have to manually click Accept or Reject for any incoming contacts. This will allow agents to have complete control over when or if they accept an incoming contact.
| Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Hide Caller Phone Number
When this setting is enabled in permissions, the contact's caller ID or ANI will show as Restricted for the agent in MAX. This will allow for caller's contact details to be confidential when needed.
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Integration Version 3.0 - Standardized Communication with Bots
A new integration version will be released for all virtual agent providers that CXone supports. The new integration version will provide a standardized method of communicating with virtual agent bots via scripts. This will make it possible for Studio script writers to create scripts that can be used with any virtual agent provider.
You will be able to upgrade to version 3.0 at your convenience.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Business Intelligence (BI) Reports
Audit Report Enhancement—Auditing Skills
The following actions for skills will be added to the Activity Audit report:
| Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Integration Version 3.0 - Standardized Communication with Bots
A new integration version will be released for all virtual agent providers that CXonesupports. The new integration version will provide a standardized method of communicating with virtual agent bots via scripts. This will make it possible for Studio script writers to create scripts that can be used with any virtual agent provider.
You will be able to upgrade to version 3.0 at your convenience.
| Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
ACD
CXone Attendant
CXone Attendant sometimes showed empty voicemail messages with no create date, source, or contact ID.
Digital First Omnichannel
The Agent Contact Duration reports sometimes showed missing or incorrect times for Handle Time, Active Time, and Inactive Time.
IEX WFM Integrated
Reported contact counts were inaccurate when emails and a call were handled at the same time.
MAX
Personal Connection
Platform
Users were being logged out of CXone after 15 minutes, no matter what the timeout setting was.
Reporting
Attempting to sort a custom report template by point of contact name failed to save. It produced no error message.
Studio