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This page shows the products and features currently planned for the 25.4 release cycle, which begins on 29 October 2025 and ends when the next release begins, which is currently targeted for 29 January 2026. 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 or sign up for a controlled release (CR) program to access some of them.
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). |
| Breaking Change | For API features only. If your integration uses the specified API, you must update your integration to avoid disruptions. |
| Impacted Versions | For API features only. The versions of the API that were changed. |
| Availability | This cell tells you two things about the feature:
|
Learn about the platform requirements and FedRAMP support status for the the CXone apps you use.
The NiCE logo shown throughout the CXone Mpower (Contact Center) suite will be updated to a new logo.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, safe mode is only available in North America. In this release, it will become available in all regions.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The CXone Mpower Softphone and CXone Mpower Softphone - Hosted - VDI products from CounterPath will no longer be available for use at the end of 2025. If you have not already done so, switch your agents to the Integrated Softphone solution as soon as possible.
CXone Mpower Softphone - Hosted will continue to be available for download and use for Mac and Windows machines.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Advanced routing features will become available in:
Advanced routing features include the ability to specify multiple routing attributes at a time and the option to prioritize routing decisions based on the Most Occupied or Least Occupied agents.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Priority-based routing will be more accurate in setups where agents receive both outbound dialer calls and other interactions. This enhancement will ensure that the highest priority interaction is delivered to an agent when your system blends inbound and outbound skills.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Agent Assist Hub will be available in South Africa.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Contact Center will have a new concept called Security Context. This will be a combination of security profile information, permissions, views, and so forth. This overall context determines what data a user (or application) can access and which features or apps render in the UI. During the authentication process, a securityContextId will be returned in the access token.
This is not a breaking change. It is an optional method of accessing user authorization data. For example, if you use the /roles/search API to retrieve this data, you may want to switch to the new Security Context method.
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | - | Availability | GA On toggle |
If you built an integration using Contact Center APIs, check that your authentication process supports RSA key rotation. CXone Mpower signs access and ID tokens with an RSA key. You can use the /auth/jwks API to validate this key. Your validation process should be dynamic, ensuring your app continues working when NiCE rotates its RSA keys. You should not hard-code RSA keys, nor store them in a wallet or other storage location. This will help your application meet current security standards.
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✓ | Impacted Versions | All | Availability | GA On deploy |
A new set of APIs will let you programmatically register single-tenant applications with NiCE. This will speed up the process of integrating with CXone Mpower. Instead of waiting on the existing manual process, you will be able to define details about your integration and quickly receive authentication credentials after approval by NiCE.
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
The Pindrop integration is now live. Pindrop brings advanced voice authentication and fraud detection capabilities to CXone Mpower.
Key Features:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
These features will be available later in the release cycle, in early November 2025.
If you use SFTP for Feedback Management, you must update your SFTP address before you receive the 25.4 Feedback Management update. Your current URL will no longer work after the update, so changing it soon will ensure a smooth transition and uninterrupted service.
If you have questions, contact your Contact Center Account Representative.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Web surveys will be updated to meet global accessibility standards, including the Web Content Accessibility Guidelines (WCAG). These updates will make surveys easier to use for people with visual, motor, and cognitive disabilities. Improvements will include support for screen readers, keyboard navigation, high-contrast color options, and better labeling of mandatory questions. You will also be able to add alt text to images and choose vertical layouts for scale questions on mobile devices.
Most existing surveys will be updated automatically. New configuration options will be available for further customization. These changes will help you reach a wider audience and meet legal and ethical accessibility standards.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Profanity masking will automatically redact offensive language in open-ended survey responses. This will help maintain a respectful environment for staff reviewing feedback. You will be able to manage a custom keyword list for each survey language. Masking will apply only to new comments, but you will still be able to view the original text if needed.
This feature will be enabled by a system setting and will work with both text and IVR survey comments. Audio recordings of the redacted comments will be hidden from playback in IVR surveys and clearly marked in the interface.
| Customer Request | ✓ | UI Change | ✓ | Availability | GACR On deploy |
The data deletion process will be faster and support better data governance. You will be able to delete invitations, responses, and contact records that are older than the configured retention period. To adjust the retention period, you will select a value between 3 and 60 months based on your organization's requirements. By default, records older than 36 months will be eligible for deletion. Deletion jobs will run automatically based on system volume. Opted-out contacts will be deleted but their opt-out status will be saved.
These updates will simplify data management and ensure compliance with retention policies.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Short surveys will support automatic submission after the final question is answered, with no need to click a submit button. Instead, the last question, which is usually a comment or multiple-choice question, will act as the final step. This feature will be enabled through a new survey property setting.
You will also be able to customize the label of the survey submission button using the Manage Translations page. To help guide respondents, you will also be able to add a short message above the final question to let users know their response will be submitted right away. This feature makes short surveys faster and easier to complete, boosting response rates and user satisfaction.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, you can configure a survey no send rule for a maximum of 9,999 days. In this release, the maximum will be 365 days.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
ElevateAI will support more languages, offering a localized experience for global users. See the ElevateAI documentation for a full list of supported languages.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
An AI filtering tool will automatically apply filters for you based on prompts you enter. This will help save time spent manually configuring filters. It will also figure out which filters need to be applied based on your interests. You will also be able to save the AI filter results as a saved search. This will help you identify interactions you want faster with less trial and error.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Interaction Analytics will be available in South Africa sovereign cloud configurations. However, AutoSummary will not be supported for this region yet. So, no autosummaries will appear in the Notes section of interaction transcripts for this region yet.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
The Adaptersapplication will add static IPs for network traffic. This will help you meet security policies that require you to add these IPs to your network’s allow list. It will also let you bypass MFA requirements with certain other platforms.
You are not required to add these IPs to an allow list. Existing Presence Sync and Directory Sync setups will continue to function without issue.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Reporting will be available in South Africa.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Report queuing will be available for data download reports in all regions. Without report queuing, high volumes of scheduled data download reports can time out during processing. With report queuing, scheduled reports enter a queue and run successively. This helps 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, some columns in the Digital Engagement CDR report may show null values. In this release, those columns will show the correct data.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Report queuing will be available for custom reports in all regions. Without report queuing, high volumes of scheduled custom reports can time out during processing. With report queuing, scheduled reports enter a queue and run successively. This helps 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 |
You will be able to edit the contents of the Raw XML property in the PAGE action. You will be able to paste output from an external XML editor into this action. This will provide flexibility when working with this action.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The Adjust Forecast Flow-through upon saving will allow you to update the forecast even after schedules are generated. Once saved, your changes will automatically reflect across Schedule Manager, Intraday, and staffing metrics, with no extra steps needed.
Currently, updating forecasts after scheduling requires manual actions to sync changes across the system.
In this release, you’ll be able to adjust future intervals directly in the forecast flow. This will help improve accuracy, reduce manual effort, and ensure real-time alignment across all planning tools.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The Forecast Job List and Schedule Generation pages will display which forecast job has generated each schedule. These visual indicators will help you identify the forecast that drives staffing metrics.
Currently, there’s no direct visibility of the forecast being used for generating a given schedule. This makes it hard to understand what data is influencing performance on the Intraday and Schedule Manager pages.
In this release, you will gain clarity and traceability through visual indicators for the active forecast job used for each schedule.
This enhancement will support better decision-making, reduce errors, and improve operational efficiency by ensuring you know exactly which forecast is driving system behavior.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You’ll be able to calculate Net Staffing using skill distribution data from standalone simulation results. This will help you make more accurate decisions when approving requests, adjusting intraday schedules, and optimizing staffing.
Currently, net staffing relies on static rules or legacy heuristics, which may not reflect real-time changes like time-off requests, meetings, or skill reassignments.
In this release, you'll:
This enhancement will help you maintain better staffing alignment with actual agent availability and expected service levels.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On toggle |
The Schedule Manager screen will include a visual separator to help you distinguish between days when scrolling across midnight. This update will make it easier to navigate and reduce the risk of editing or scheduling on the wrong date.
Currently, the grid displays multiple days as a continuous timeline without clear separation. This can affect user experience while navigating.
In this release, you’ll see a clear separator line and shading between days in the schedule view. These visual cues will improve readability and help you quickly identify the current target date while navigating the schedule.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The Intraday Manager screen will include a daily AHT value alongside the existing TTI AHT. This update will provide real-time visibility into daily average handle time, helping you make faster, data-driven decisions to optimize contact center performance.
Currently, Intraday Manager only displays TTI AHT, which limits visibility of the contact center's performance throughout the day. Managers need both views to assess trends and take timely action.
In this release, this value will be updated every 15 minutes based on selected skills. It will also be available for past dates and included in Intraday exports.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Note: This feature will be available with the Basic license.
The Reset Carryover Process will let you undo the automatic carryover of time off. The impact of Reset will cause the Carry Over column to go blank in the Time Off Summary page. If the process completes with incorrect rules or schedules, you’ll reset and make necessary adjustments. In addition, Reset Carry Over will undo manual edits.
Currently, once the carryover process is completed, you can only edit errors. This limits your ability to correct issues and maintain audit accuracy.
In this release, you’ll be able to revert and rerun the carryover process after making edits. This will help improve accuracy, reduce manual corrections, and ensure your time off policies are properly applied.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Note: This feature will be available with the Advanced license.
The Rerun Carryover Process will let you run the time-off carryover process again after making adjustments, without manually editing carryover values. This will help ensure that time off allotments are accurate and aligned with policies.
Currently, once the carryover process runs, you can’t rerun it, even if changes are needed. This limits your ability to correct errors and maintain audit accuracy.
In this release, you’ll be able to rerun the process after updating rules or schedules. This will improve accuracy, reduce manual effort, and support better time-off management across your workforce.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Note: This feature will be available with the Advanced license.
You’ll define approval rules that apply to specific calendar dates, such as holidays, blackout periods, or seasonal events. These date-specific rules will help automate agent request approvals, minimize manual intervention, and ensure timely responses during critical scheduling periods.
Currently, approval rules apply broadly and require manual oversight, even for predictable scenarios.
In this release, you'll:
This enhancement will help you tailor approval logic to operational calendar, improving consistency and reducing delays.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The Manage Requests page will support bulk approval and decline actions, making it easier and faster to process multiple agent requests. This enhancement will save time, reduce repetitive actions, and accelerate decision-making.
Currently, managers must approve or decline each request individually, which can slow down operations and increase manual effort.
In this release, you’ll be able to:
This update will streamline request handling and improve efficiency, especially during high-volume periods.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
CXone WFM will soon support integration with Amazon Connect through the Engagement Hub. This enhancement will enable accurate Forecasting, Scheduling, and Real-time Adherence using standardized data from Amazon Connect.
Currently, CXone WFM is limited to CXone-native ACDs, which restricts its use in broader environments. This integration will expand support to Non-CXone ACDs, starting with Amazon Connect, helping you manage workforce operations more flexibly.
In this release, you’ll be able to access:
This integration will help you extend CXone WFM’s powerful planning and tracking capabilities to Amazon Connect multi ACDs.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The Release Adjustments section describes the changes, removals, and additions made in the feature descriptions since the initial coming soon announcement for the 25.4 release.
This section describes changes that have been made to feature descriptions since the initial coming soon announcement. Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.
This feature was originally announced under Global Changes. The announcement has been moved to the API section. For more details, select the API filter on the top right.