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This page shows features currently planned for the 2024-1 release cycle, which begins on 8 February 2024 and ends on 25 July 2024. Features are subject to change between now and the end of the release cycle.
You may receive these features at different times throughout the 2024-1 release cycle, but you will have them all by 25 July 2024. Remember that you may be required to purchase a license to access some of them.
The online help continues to reflect the previous version of the product being used by most customers.
Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.
| Customer Request | The feature was developed by customer request. |
| UI Change | The feature introduces major user interface (UI) changes. |
| 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.
Each user's password will be checked against a repository of commonly used passwords. If their password matches one of the commonly used passwords, they will be forced to create a new password. Some of the passwords that will be rejected include:
Passwords will be checked against this repository whenever:
The CXone Agent Suite is the next generation of agent applications. You can integrate your CRM with those agent apps.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On toggle |
Currently, whenever a user is locked out of their account, an administrator has unlock it for them. In this release, users will be able to unlock their own account. They can do so by resetting their password with the Forgot Password link in the login window. This update will remove the need for administrators to spend time unlocking user accounts.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On toggle |
These CRM agent applications have reached end of life:
The CXone Agent Suite is the next generation of agent applications. You can integrate your CRM with those agent apps.
| Customer Request | ✖ | UI Change | ✖ |
Availability | GA On deploy |
The legacy Supervisor application will be removed from Contact Center. After 31 March 2024, you will no longer be able to access or use it. You can use the new CXone Supervisor application for a similar but improved experience.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
To ensure that Contact Center Recording Workforce Engagement (WEM) delivers a seamless customer experience that utilizes the most up-to-date technology, the following ScreenAgent versions will no longer be supported and will not enable screen recording from March 1, 2024:
If you are using ScreenAgent versions 2.x, you will need to upgrade all your users to ScreenAgent versions 3.0.x before March 1, 2024.
You can find the latest version of ScreenAgent in the downloads page.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, Omilia Voice Biometrics is in controlled release. In this release, it will become generally available.
You will be able to authenticate contacts on voice channels using Omilia Voice Biometrics. Omilia Voice Biometrics is a service provided by Omilia and integrated into Contact Center with Agent Assist Hub. It uses a voice print from a verified contact to verify that contact's identity in future calls. This saves agents time because they don't have to ask identifying questions on each call.
Contacts will need to complete an enrollment process that establishes their identity and creates a baseline voiceprint. An agent must help with the enrollment process. Each voiceprint is associated with the contact's ANI. Enrollment typically takes around 20 seconds to complete.
Any time the contact calls after being enrolled, Omilia Voice Biometrics listens to the first part of the conversation with the agent, then compares the voiceprint of the caller to the baseline voiceprint. It only requires a few seconds of normal conversation to match the voiceprint. The results of the verification are displayed in the agent application.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, support for Omilia text virtual agent integrations is in controlled release. In this release, it will become generally available.
You will be able to use Omilia text virtual agents with Contact Center. You will be able to set up the integration of these third-party virtual agents in Virtual Agent Hub. The integration process will also require configuration in the Omilia virtual agent management console.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
CXone Dashboard is the new and enhanced suite-centric data visualization solution. It will provide customers with advanced visualization of both real-time and historical, cross-domain contact center metrics. The improved dashboard application will offer a comprehensive operational picture, tracking key metrics across both voice and digital channels, for an omnichannel view of the contact center. With visualization features and customization options that are as simple as dragging and dropping widgets, making data accessible to everyone. Designed to increase visibility and improve every customer experience, the dashboard will provide actionable insights relevant to various roles within the contact center, granting everyone access to essential business KPIs.
In the 2024-1 release, the CXone Dashboard will become generally available. It is currently in a controlled release (CR).
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new service called Performance and Load Testing will perform stress tests on your Contact Center system. This verifies it can handle traffic during change events and during peak times, such as holidays and new product launches. Performance and Load Testing can:
You will need to contact your Contact Center Account Representative to order the test and specify the requirements for it. Contact Center Professional Services will then manage the process for you.
Using a CXone service to test your system will give you full support from the Contact Center platform and team. This ensures careful monitoring and process management, keeping your system safe.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
Click-to-Call will be available in controlled release. It will let you add a button to your website where visitors can reach one of your live contact center agents using their browser's softphone. This will help you to reduce or eliminate:
You will be able to add the Click-to-Call button to your website without advanced coding knowledge. It will only require you to copy in a few lines of code. Click-to-Call will only be available for website visitors using a desktop device.
| Customer Request | ✓ | UI Change | ✖ |
Availability | CR On deploy |
This product is in controlled release (CR) and not yet available for everyone. If you are not part of the CR group and would like more information, contact your Contact Center Account Representative.
Enlighten Actions, an AI-driven tool for CX leaders, will enable you to get operational and CX insights based on multiple datasets. It will also guide management teams to make informed and data-driven decisions. Using AI models and advanced applications within Contact Center, you can benchmark service levels, develop actionable plans, and gain insights into the best next steps for desired outcomes.
With Enlighten Actions you will be able to:
Enlighten Actions will be available as controlled release.
| Customer Request | ✓ | UI Change | ✓ |
Availability | CR On toggle |
Enlighten Autopilot will be available as a new virtual agent. It will come equipped with Enlighten XO AI and over 30 years of interaction data. Autopilot will provide a seamless customer experience and decrease escalations to live agents.
Autopilot will:
You will be able to customize Autopilot to meet your business needs. Autopilot will be a new virtual agent that combines SmartAssist with Enlighten XO. It will not replace SmartAssist.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
Autopilot Knowledge will combine digital conversational bots from Bot Builder with the knowledge resources from CXone Expert. You will be able to set up your knowledge base in CXone Expert and connect it with Bot Builder. This will allow Autopilot Knowledge to process and respond to frequent user questions on any digital channel. It will provide users with accurate and up-to-date information in a conversational manner. This is particularly useful for organizations that receive a large volume of customer questions on digital channels. It will save you time on implementation because CXone Expert enables your bot to answer customer questions.
| Customer Request | ✓ | UI Change | ✖ |
Availability | CR On toggle |
Currently, Enlighten AutoSummary is in controlled release. In this release, it will become generally available.
Customers who have been using Enlighten AutoSummary in controlled release will notice new features. For more details, select the Enlighten AutoSummary filter on the top right.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
This product is in controlled release (CR) and not yet available for everyone. If you are not part of the CR group and would like more information, contact your Contact Center Account Representative.
The CXone Performance Management (CXone PM) solution will feature as a true native application to the Contact Center platform. This new and advanced solution will offer an enhanced user interface.
The CXone Performance Management application will include functionalities such as:
Metrics will allow you to manage your contact center metrics more effectively:
The Metrics will offer widgets like Gauge, Leaderboard, Metrics Review, Metrics Summary, and Metrics Interval.
With Objectives, you can create personalized performance-related goals to monitor important metrics and ensure the best agent performance.
The Extract, Transform, and Load (ETL) application will help you to convert raw data into a structured format. Structured data helps in data analytics.
A data feed will be used to import data from sources and transform it into a structured format. Once data is imported, you will be able to use reporting sets to group and organize data for reporting purposes.
CXone Performance Management will be available as controlled release.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
CXone Studio, a new, web-based version of Studio, will become generally available. It will be accessible from within the Contact Center platform and will not require a separate download and installation.
CXone Studio will feature a modern user interface while supporting many of the same features currently available in Desktop Studio. Additional features will be added in future releases. In 2024-1, you will be able to:
The Desktop Studio application will continue to be supported. You will be able to use either application to edit scripts. Some features will only be available in Desktop Studio while we continue to expand the capabilities of CXone Studio. For this reason, it may be necessary to use both applications to fully develop and test a script. For example, the debug and trace features will not be available in CXone Studio in this release. To use those features, you will need to open your script in the Desktop Studio application.
Until 2024-1 deploys, CXone Studio is part of a controlled release (CR) program following a CI/CD methodology. If you're part of the CR program, you can view the release notes for each CI/CD release by selecting CXone Studio from the list on the right side of the page.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The Script Schedules and Stations pages will have a new look and feel. The basic functionality of these pages won't change. The benefits of the updates will include:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The existing UNLINK Studio action removes the agent from the call and puts the call back in the queue. This ends the agent leg session. The new UNLINKAGENT Studio action will also disconnect the agent from the contact in Contact Center, but it will keep the agent leg connected to the call. The agent will be able to use their physical phone (PBX) to transfer the call to a department with a phone extension that cannot be dialed within Contact Center.
For more details about this feature, select the Studio filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Enlighten AI Focus Metric field in ACD skill settings will split into two fields: Focus Metric and Focus Weight.
For more details about this feature, select the Enlighten AI Routing filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Changes to the Enlighten AI Routing settings of an ACD skill will now take effect immediately.
For more details about this feature, select the Enlighten AI Routing filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, you can only edit employee usernames individually on the employees page. In this release, you will also be able to update usernames using the employee bulk upload template.
There are some limitations to editing employee usernames by any method:
Employee passwords and settings remain the same after you change their username.
Editing employee usernames can create problems for the user. Having employees log out and log back in with their new username will solve problems such as these:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
A new field will be added to the employee bulk upload template. This field will allow you to change employee profiles to inactive.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Currently, you can only view and delete access keys in the employee profile. In this release, a new Access Key Manager page will be added to the left menu under Security Settings. This page will allow you to view all the access keys assigned to all users in your system. You will be able to delete access keys individually or in bulk from this page. This page will save you time when viewing or deleting access keys. It will also improve your system's security by increasing access key visibility.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
RingCentral Contact Center can impersonate a user in your system to gain access. This allows your Contact Center Account Representative to fix problems from within your system without you having to create an account for them. Currently, there's no way for you to track who accesses your system through impersonation or what actions they perform. In this release, you will have a log of who accessed your system in this way and what actions they took while in your system. This log will increase visibility and security in your system.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, you can only use SAML 2.0 to set up an external login authenticator. External login authenticators allow you to use third-party applications, like Okta, to log in to Contact Center. In this release, you will also be able to use OpenID Connect to set up an external login authenticator. This update will give you greater flexibility when setting up external authentication.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, all roles have to be assigned to a login authenticator. In this release, you will be able to create roles that aren't assigned to a login authenticator. This update will allow you to create back-end users that aren't assigned to a login authenticator.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, you cannot assign a login authenticator directly to a user. The user has to be connected to the login authenticator through their role. In this release, you will be able to assign login authenticators directly to users. This update will allow you to create back-end users that aren't assigned to a role.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Users will only be able to edit their own evaluations. This will prevent Evaluators or Supervisors from editing other evaluators' evaluations. To enable this feature, a new permission called Edit Own will be added under Perform Evaluations.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Enhancements to the CXone Agent Progressive Web App will be made to improve the user experience on mobile devices. This includes functional and UI fixes. These enhancements will be made to certain devices in phases. The 2024-1 release will be phase one. Phase one will include a limited number of Android devices. These devices will be listed in the Online Help. More devices will be added in future releases.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The voice control panel will include controls for Noise Cancellation. The controls will let agents reduce the background noise and echoes on either side, or both sides, of a phone call. Removing noise like other voices, traffic, and typing will make calls more professional. It will also enable agents to better focus on their calls.
This feature will only be available for environments with Noise Cancellation enabled.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Agents will be able to select from a list of approved email addresses in the From field of an email draft. This enables them to change the email address they're sending from. Approved email addresses are configured in Digital First Omnichannel.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, the fourth party in a conference is automatically added to the call. In this release, agents will be able to privately consult with the fourth party before adding them to the call. This also applies to any additional parties. The parties in the conference will be put on hold while the agent is in the consult.
| Customer Request | ✓ |
UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
If your organization uses IEX WFM Integrated, agents will see their IEX WFM schedule in Schedule in CXone Agent. They won't be able to edit their IEX WFM schedules inside CXone Agent.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
CXone Agent will support integration with HubSpot. This is in addition to the previously announced support for Kustomer, Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
CXone Agent will support integration with Salesforce. This is in addition to the previously announced support for Kustomer, Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Agents will see the message the contact is typing before it's sent. This will apply only to DFO live chat channels with the Agent can see preview of customer message setting enabled during setup.
This feature is not compliant with PCI or HIPAA.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, directories from Microsoft Teams, RingCentral, and Zoom only display the contact's name, phone number, and email inside CXone Agent. In this release, they'll also display the following information:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, the Notes section of Customer Card only appears for digital interactions. In this release, it will also appear for calls, voicemails, and work items. Agents will be able to view notes from other agents and add notes themselves. They will also be able to edit and delete other agents' notes, if you enable this for them.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to use the Omilia Voice Biometrics agent assist application in CXone Agent applications. This includes CXone Agent, CXone Agent Embedded, CXone Agent Integrated, and CXone Agent for Microsoft Teams. This expands the agent applications your agents can use with Omilia Voice Biometrics.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
When agents select an interaction, your CRM will open to a record with information about the contact. When they switch to a different interaction, your CRM will switch to the record for that contact.
This feature applies to these CRMs:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to embed CXone Agent Embedded into Salesforce. CXone Agent Embedded currently supports these CRMs: Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Agents will be able to select from a list of approved email addresses in the From field of an email draft. This enables them to change the email address they're sending from. Approved email addresses are configured in Digital First Omnichannel.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, the fourth party in a conference is automatically added to the call. In this release, agents will be able to privately consult with the fourth party before adding them to the call. This also applies to any additional parties. The parties in the conference will be put on hold while the agent is in the consult.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
If your organization uses IEX WFM Integrated, agents will see their IEX WFM schedule in Schedule in CXone Agent Embedded. They won't be able to edit their IEX WFM schedules inside CXone Agent Embedded.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
CXone Agent Embedded will support integration with HubSpot. This is in addition to the previously announced support for Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
CXone Agent Embedded will support integration with Salesforce. This is in addition to the previously announced support for Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Agents will see the message the contact is typing before it's sent. This will apply only to DFO live chat channels with the Agent can see preview of customer message setting enabled during setup.
This feature is not compliant with PCI or HIPAA.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, directories from Microsoft Teams, RingCentral, and Zoom only display the contact's name, phone number, and email inside CXone Agent Embedded. In this release, they'll also display the following information:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, the Notes section of Customer Card only appears for digital interactions. In this release, it will also appear for calls, voicemails, and work items. Agents will be able to view notes from other agents and add notes themselves. They will also be able to edit and delete other agents' notes, if you enable this for them.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Agents will be able to select from a list of approved email addresses in the From field of an email draft. This enables them to change the email address they're sending from. Approved email addresses are configured in Digital First Omnichannel.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, the fourth party in a conference is automatically added to the call. In this release, agents will be able to privately consult with the fourth party before adding them to the call. This also applies to any additional parties. The parties in the conference will be put on hold while the agent is in the consult.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
If your organization uses IEX WFM Integrated, agents will see their IEX WFM schedule in Schedule in CXone Agent Embedded. They won't be able to edit their IEX WFM schedules inside CXone Agent Embedded.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agents will see the message the contact is typing before it's sent. This will apply only to DFO live chat channels with the Agent can see preview of customer message setting enabled during setup.
This feature is not compliant with PCI or HIPAA.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, directories from Microsoft Teams, RingCentral, and Zoom only display the contact's name, phone number, and email inside CXone Agent Embedded. In this release, they'll also display the following information:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, the Notes section of Customer Card only appears for digital interactions. In this release, it will also appear for calls, voicemails, and work items. Agents will be able to view notes from other agents and add notes themselves. They will also be able to edit and delete other agents' notes, if you enable this for them.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
See the Agent for Salesforce release history for a list of previous versions.
Currently, agents must complete an interaction with a contact before starting another one. In this release, agents will be able to switch back and forth between contacts without having to end the interactions. This update will allow them to assist more than one contact at a time.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
IEX WFM schedule items will be automatically added to your agent's schedule. Agents will only be able to view these items for their current week. The next week's schedule items will be added at the beginning of that week. IEX WFM and Agent for Salesforce schedule items may overlap. The IEX WFM schedule items will be displayed in dark blue. Agents will not be able to edit these items. This update will allow agents to view their IEX WFM and Agent for Salesforce schedule items at the same time.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, agents can manually put themselves into an After Call Work (ACW) status. In this release, agents will automatically be put into ACW after each call. They will no longer be able to put themselves in ACW manually.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to make your agents select their location on the login screen before connecting to SCV. Agents will be able to select their location from a drop-down. After they select their location and connect, their choice will be recorded by Contact Center. This update will allow you to more easily track the location data of your agents.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Agents will be able to select from a list of approved email addresses in the From field of an email draft. This enables them to change the email address they're sending from. Approved email addresses are configured in Digital First Omnichannel.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, the fourth party in a conference is automatically added to the call. In this release, agents will be able to privately consult with the fourth party before adding them to the call. This also applies to any additional parties. The parties in the conference will be put on hold while the agent is in the consult.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
If your organization uses IEX WFM Integrated, agents will see their IEX WFM schedule in Schedule in CXone Agent Embedded. They won't be able to edit their IEX WFM schedules inside CXone Agent Embedded.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
CXone Agent Embedded will support integration with HubSpot. This is in addition to the previously announced support for Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
CXone Agent Embedded will support integration with Salesforce. This is in addition to the previously announced support for Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Agents will see the message the contact is typing before it's sent. This will apply only to DFO live chat channels with the Agent can see preview of customer message setting enabled during setup.
This feature is not compliant with PCI or HIPAA.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, directories from Microsoft Teams, RingCentral, and Zoom only display the contact's name, phone number, and email inside CXone Agent Embedded. In this release, they'll also display the following information:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, the Notes section of Customer Card only appears for digital interactions. In this release, it will also appear for calls, voicemails, and work items. Agents will be able to view notes from other agents and add notes themselves. They will also be able to edit and delete other agents' notes, if you enable this for them.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
A new set of APIs will enable masking of recorded calls for Multi-ACD systems. Documentation for these APIs will be added to the developer portal under a new Multi-ACD category.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
A new set of Interaction Analytics APIs will enable you to retrieve annotated interactions and complete transcripts of each interaction. Documentation for these APIs will be added to the developer portal under a new Interaction Analytics category.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The /mask and /unmask APIs will have a new maskRecordingMedia parameter. This will let you specify if you want to mask only the audio, only the visuals, or both, from the recording.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, to launch Bot Builder, you must click the app selector in Contact Center, select Digital, and then click Chatbot. In this release, you will be able to launch Bot Builder by selecting Bot Builder directly from the app selector menu.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to create bots that work on voice channels in Contact Center. This change will expand the ways you can use bots in your contact center. Setting up a Bot Builder bot on a voice channel will require Virtual Agent Hub.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
A Command bar will be added to Bot Builder. You will be able to use it to navigate through training or interaction data. You will be able to search on stories, rules, intents, and entities. This will make it easier to find specific information.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to add Feedback Management to your Bot Builder bots. Data collected with Feedback Management will be saved directly to the Feedback Management application. This option will be available as a skill you can add through the Skill Store. This will allow you to more easily collect feedback data from your contacts who use bots to communicate with your organization.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The following improvements will be made to slots:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to duplicate an existing bot in your account. This will allow you to create a second bot without having to start from scratch, or to easily create a backup before making experimental changes to the original.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to use variables in scripts that you create in Bot Builder. They will be able to store things such as tokens or other global data. Use of script variables will be limited to scripts in Bot Builder. However, you can use them to create configurable parameters to use when creating rules or stories. This will allow you to create customizable bot actions.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to configure your bots to create notes with context information when handing the interaction over to a human agent. This will help your human agents more quickly understand the situation and be able to help the contact.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A coach will be able to add evaluations to the coaching session. A coach can leverage evaluation data to identify improvement areas of the agent.
Currently, only attachments and interactions can be added to the coaching session. In this release, you will also be able to add evaluations along with other existing resources.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The agent will be able to request a coaching session for themselves from their MyZone view. This will help them learn and gain confidence.
Currently, the coach needs to identify agents and create coaching sessions. In this release, the agent can send a coaching request to the coach for their learning needs.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
SightCall Vision will enhance your support options with live video, augmented reality (AR) capabilities, and Computer Vision AI. It will help your agents assist contacts as if they were on site. For example, a contact might need help troubleshooting an espresso machine. Using their camera phone, the contact could show your agent what the issue is. SightCall Vision will also have a variety of additional features to improve support, such as:
Video, AR, and AI capabilities will help contacts and agents work together more effectively to solve issues. This will make support interactions more pleasant and efficient.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Sycurio.Digital will provide a secure and PCI-compliant option for taking payments in digital channels. Live and virtual agents will be able to take payments over channels like web chat, SMS, WhatsApp, and more. This will help keep contacts in their preferred communication channel. Some payment methods require contacts to go elsewhere to complete the purchase, like a company website. This risks the contact not completing the transaction. Sycurio.Digital will make it easier to take payments. It will also increase the likelihood that contacts will complete a transaction.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The ESTIMATED WAIT TIME and the MCR META DATA Studio actions will support digital scripts.
For more details about this feature, select the Studio filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A tab called Digital Foundations will be added to the Contact Center Billing report. It will display the number of digital messages sent each day for the time period you choose.
For more details about this feature, select the Reporting filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, only standard surveys can display in the DFO chat window. In this release, third-party surveys and custom integrations will also display in the chat window. This will allow users to access surveys directly in the chat instead of using a link that opens a new window.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to configure an Autocomplete attribute to enable autofill suggestions for custom fields. This will allow browsers to predict field values based on a user's previously entered information. This will make entering information more convenient and accessible to users.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, all fields on precontact survey forms are translated except for custom fields. In this release, custom fields will also be translated to the user's selected language or browser language.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, the live chat window provides the option to attach a file or image. In this release, you will be able to disable this option. If a user tries to drag and drop a file in the live chat window, it will not allow them to attach it. This is helpful if you don't want agents or contacts to be able to send attachments via chat.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Cloud email and SMS will be available in the UAE.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Time picker templates let agents send lists of available time slots for services. Currently, Apple Messages for Business uses message templates to create time picker messages. In this release, you will be able to create time pickers in Rich Message Settings as a new API structure called TORM. This will allow you to manage rich content in one place and assign content to multiple channels at once.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to create multi-page interactive forms in Rich Message Settings, supported for iOS and iPadOS devices. This will make it easier for agents and contacts to share information with each other.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The SDK will receive a variety of technical updates. These prepare the SDK for future enhancements like adding Live Chat and more UI capabilities. The updates will focus on simplifying implementation and UI elements. This release note will include a changelog of the updates when the release begins to deploy.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, the SDK is compatible with iOS version 13. In this release, the new minimum compatible iOS version will be 14. This new requirement will be necessary for future enhancements.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In ACD skill settings, the Enlighten AI Focus Metric field will split into two separate fields:
The metrics and the weights will continue to work the same way they do now. Separating the settings into two fields will simplify configuration and make room for more focus metrics in future releases.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, it takes several hours for changes to the Enlighten AI Routing settings of an ACD skill to take effect. In this release, these changes will take effect immediately.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
CXone Enlighten AutoSummary will integrate with IA, to provide new filters for Intents, Actions, and Outcomes. You will be able to use these filters in workspaces, widgets, and the Search page. These will help you identify and group interactions based on more specific criteria. To use these filters, you will need to have Analytics Advanced or Analytics Premium as well as AutoSummary and Analytics Essential. If you have questions, ask your Contact Center Account Representative for more information.
For more details about these feature, select the Interaction Analytics filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
A new page will be added to Settings in IA for configuring the AI model for AutoSummary Post-Call interactions.
For more details about these feature, select the Interaction Analytics filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Data for intents, actions, outcomes, Enlighten sentiment, and summarization text will be included in IA data export.
For more details about these feature, select the Interaction Analytics filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
These features will be available later in the release cycle, in Month Year.
You will be able to add Feedback Management to your Bot Builder bots.
For more details about this feature, select the Bot Builder filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to use the Time in queue condition when creating engagement rules. With this condition, you will be able to display a template or proactive offer that offers chat based on the average wait time. For example, you might create a rule that displays a template with a chat button only when the average wait time across all selected chat channel skills is less than two minutes.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, Guide evaluates whether to display a template when a visitor navigates to a page on your website. If the rule conditions are met, the Guide template defined in the rule appears on the page. If conditions change while the visitor is on the page, the rule is not reevaluated. In this release, Guide will let you configure a template so that it will be monitored for changing conditions. For example, a Guide template might be defined to appear on a page only when chat is active. If a visitor goes to the page and no agents are available, the Guide template will not appear. If an agent becomes available while the visitor is on the page, the template will automatically be displayed.
To use this feature, you will need to select the Change template realtime checkbox when defining a template.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, Guide does not maintain session data if a visitor switches domains. For example, the Guide widget might offer a portal of CXone Expert articles, and the visitor is looking at a particular article. If the visitor does something on the website to switch domains, the widget is refreshed, and the visitor needs to renavigate to the article to continue reading it.
In this release, if the visitor crosses domains, Guide retains the session data. If the visitor is reading an article and switches domains, the article remains visible in the Guide widget.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
These features will be available later in the release cycle. Your Contact Center Account Representative will contact you to set up your upgrade.
IEX WFM will incorporate data from Contact Center digital channels. This will expand the IEX WFM integration to include all Contact Center channels. The updates to include all channels will have the following impacts:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Currently, Contact Center sends ACD data to IEX WFM under the When Contact Ends (WCE) paradigm. This means contact statistics are reported in the interval in which the contact completes. In this release, Contact Center ACD data will be sent under a new paradigm called Answered/Active True to Interval (AATTI). Under this paradigm, contact statistics will be reported in the interval in which the interaction actively occurs. This will more accurately reflect the work that occurred within the interval.
With digital channels, communication is often asynchronous. This means the agent and contact send messages back and forth with gaps in between. The agent might send a message in one interval, then another in the next interval, and so forth. Each message only requires a few minutes of the agent's time. Because these interactions take time in multiple intervals, this impacts your staffing plans. This new paradigm will align better with these asynchronous interactions.
For more information on when this change will deploy to your system, you can contact your Contact Center Account Representative.
You can also watch a quick video to better understand the True to Interval paradigm.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Digital Channel Management (DCM) 2.0 feature will be able to better simulate concurrent work. This will enhance the ability for IEX WFM to estimate staffing schedules. As explained in the new paradigm note in this section, digital interactions are often asynchronous. Legacy channels like voice are typically more synchronous. This difference can complicate concurrency rates. The DCM 2.0 will be able to handle this complexity.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The following release notes are for the EEM 9.0 release.
You will be able to analyze your business rules with AI. The AI will provide you insights into why your rules are running and track what actions were taken. It will also make recommendations to add rules based on best practices. For example, you could deploy an Out of Adherence rule. The AI would track the history of rule executions and show insights for which agents were notified when they were out of adherence. These insights will help you manage business rules more efficiently and get complete visibility into your business data. When enabled, this data will be available in a new Rule Insights section of your Workforce Manager dashboard. Contact your Contact Center Account Representative for more information.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to configure self-service templates for different date ranges. This will help you plan for unique staffing demands, like holidays or seasonal scheduling.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, agents can configure self-service templates for future days. In this release, you will be able to create a self-service template for current days as well. This will enable agents to set different levels of scheduled overtime between current and future days. It will also let agents set advanced notice.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Two new reports will help track details about EEM users, like EEM login attempts and EEM permission changes.
| Customer Request | ✖ |
UI Change | ✓ | Availability | GA On deploy |
Paid time off will work for self-service overrides. Currently, if a manager creates an override for unpaid or paid time off, agents are unable to choose whether they wanted to use their PTO. In this release, agents will be able to choose to use their PTO, regardless of the type of override the manager creates in EEM. This will improve schedule flexibility for agents and reduce confusion when using PTO.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
This product is in controlled release (CR) and not yet available for everyone. If you are not part of the CR group and would like more information, contact your Contact Center Account Representative.
Currently, you can only access Integration Hub through Desktop Studio or the Automation & AI application. In this release, you will also be able to access Integration Hub through CXone Studio. This update will make it easier to access Integration Hub.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Currently, you have to set up authentication for every integration. In this release, you will be able to create integrations without authentication. You can do so by selecting No Auth as your Authentication Type. This update will allow you to integrate with a greater variety of applications.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
The following improvements will be made to Integration Hub:
These updates will make it easier to use and navigate in Integration Hub.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Interaction data will be available via API. This will provide an additional way for you to access your data. Separate APIs will be available for metadata and transcripts and annotations.
APIs will include:
For more details about this feature, select the API filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Users will be able to analyze Japanese interactions in addition to English, French, Canadian French, German, Brazilian Portuguese, and Spanish. You will be able to create separate datasets for each of these languages; that is, one language per dataset.
When you add Japanese analysis to Interaction Analytics, a drop-down for language will be available for dataset creation and for category and workspace templates. To support Japanese, you will be able to create custom categories, sentiments, and entities. You will be able to ignore phrases and apply corrections to interactions in Japanese. Selected widgets and filtering capabilities will also support Japanese. 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.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, Settings and Interaction Routing appear under different sections in the Interaction Analytics navigation menu. In this release, these sections will be combined into a new page called Language Model. This new page will include all the current options listed under Settings and Interaction Routing, along with some helpful overview details about each separate option.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
CXone Enlighten AutoSummary will integrate with IA, to provide new filters for Intents, Actions, and Outcomes. You will be able to use these filters in workspaces, widgets, and the Search page. These will help you identify and group interactions based on more specific criteria. To use these filters, you will need to have Analytics Advanced or Analytics Premium as well as AutoSummary and Analytics Essential. If you have questions, ask your Contact Center Account Representative for more information.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
A new page will be added to Settings in IA for configuring the AI model for AutoSummary Post-Call interactions.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Data for intents, actions, outcomes, Enlighten sentiment, and summarization text will be included in IA data export.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to search for and play recordings of public posts from digital channels. Supported public channels include Facebook Public, LinkedIn, Twitter Public, YouTube, Apple Reviews, Google Places, and Google Play. Screen recording and CXone Quality Management will not be available for public channels.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, you can only save a search as a private query. In this release, you will be able to save a search as a public query that will be available for reuse to all users in the organization.
A new permission, Create/Edit/Delete Public Queries, will be required to save and manage public queries.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to filter search results by organizational units and teams in the primary hierarchy. Search results will display the segments that are related to the searched unit, including its sub-units in the hierarchy.
A Hierarchy Manager permission will be required.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, you can export up to 500 search results from the Interactions application. In this release, you will be able to export up to 1500 search results.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
You will be able to view retention dates for segments with recorded media. Hover over the media type icon to display a tooltip with the life-cycle management dates. Information for screen and voice recordings (including IVR calls) will be displayed for the media type. Life-cycle management Information will not be displayed for digital segments.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, evaluation scores and evaluators are always displayed in search results. In this release, you will be able to control the display of evaluation information based on new search permissions:
By default, both permissions will be turned on. Turn off the permissions to hide the columns.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to connect to Contact Center through an additional SBC, Audio Codes.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, you can use third-party telephony with a VPN. In this release, you will be able to also use TLS to secure the CTI connection. You will be able to upload a certificate for an existing third-party telephony system.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Contact Center Multi-ACD (CXone Open) will allow Expert configuration of advanced telephony and interface parameters. Expert configuration will only be available for internal NICE users with special permissions.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new API for compliance recording control (Mask/Unmask) will be available. This API will enable masking and unmasking parts of a recording when sensitive data is being collected by the agent. This API will help customers to comply with Privacy and PCI regulations.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Silence suppression will be supported for third-party Avaya telephony systems. You will need to configure silence suppression in the Avaya telephony system.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
A new Add Applications button on the Settings page will enhance user experience by making it easier to find and add applications. This feature will allow you to search for applications with multiple URLs or captions. You can then add specific URLs and captions to the Applications page under the main application. This will ensure that the relevant applications, URLs, and captions are included in reports.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to use the Omilia Voice Biometrics agent assist application in CXone Agent applications. This includes CXone Agent, CXone Agent Embedded, CXone Agent Integrated, and CXone Agent for Microsoft Teams. This expands the agent applications your agents can use with Omilia Voice Biometrics.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Monitoring Gateway name will change to Monitoring Gateway. This will more accurately reflect the features and planned updates under this label.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, you can only set up a single Microsoft tenant with Presence Sync and Directory Sync. In this release, you will be able to add up to eight tenants.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to set a new ACD subscriber state in your Presence Sync subscriber rules. This new state will be called previous state. When set as the ACD state in a rule, the Contact Center agent application will return to whichever state it was previously in. For example, Busy for Microsoft Teams is mapped to Previous State for the Contact Center ACD. In this scenario:
In this example, Busy is not mapped to a specific state in Contact Center. Rather, when the Microsoft Teams state changes to Busy, the Contact Center state will return to its previous state, which was Available.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
WebRTC monitoring will be available for Agent for Salesforce and Agent for Service Cloud Voice.
| Customer Request | ✖ | UI Change | ✖ |
Availability | GA On deploy |
Data presented in the Call Details tab will be reorganized. This will let you see more information within a single screen and avoid scrolling. Part of this strategy is to:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Each contact record in the Voice Quality Monitoring tab will have a new page to display WebRTC analytics. These analytics will include a variety of in-depth metrics and timelines for the call, such as:
This page will let you analyze technical details about calls, which will make troubleshooting easier. You will be able to pinpoint precisely where call issues exist and where to implement fixes. The Call Details tab of each contact record will have a new button to open this page.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to quickly access call recordings from a button in the Call Details tab. The button will open a page that displays each person's speaking time, a waveform of the audio, and allows you to skip around the recording. This will let you validate call issues in the actual recording directly from the Voice Quality interface. You must have call recording enabled to use this feature.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, to access a call ladder, you must click on the contact ID link then click CXone Voice Diagnostics. In this release, you will also have a new Voice Diagnostics button in the Call Details tab to quickly access the call ladder.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to pin contact records in the Voice Quality Monitoring tab. This will let you quickly access specific records, particularly when handling issues involving multiple calls. This pin will be on the Call Details tab of each record, along with the three other new buttons.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to use the Digital First Omnichannel Bring Your Own Channel option with Personal Connection. This will allow you to use any digital channel with Personal Connection. It will increase the range of proactive outreach tools available to your organization.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to control the timing of delivery of outbound agentless messages. This will allow you to better manage the quantity of inbound messages you receive in response.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
The speed of hot leads through the Contact Center system will be increased. This will reduce the time it takes from when a contact invites a solicitation to the moment they connect with your organization. For example, a contact requests a quote for insurance. The request is brokered to five different companies. Studies show that the first company to engage with the contact after this kind of request has an 85% or better chance of closing the opportunity. The increased speed of hot leads through Contact Center will allow you to be more competitive and increase your chances of gaining more business.
| Customer Request | ✖ | UI Change | ✖ | Availability | CR On toggle |
You will be able to create regional calling curfews for the United States. This will allow you to be compliant with calling restrictions for state and local holidays.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, the limit of the inventory of contacts to dial is 1 million. In this release, the limit will be increased to 4 million.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Supervisors and Quality Managers will only see relevant evaluation form templates. This will help them reduce errors and make the process more efficient.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Form settings layout is changed to different tabs for better usability.
Currently, all the settings are displayed on the single page. In this release, settings will be distributed across three different tabs. There will be a few more renaming as mentioned below:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Option to exclude previously evaluated calls in your Quality Plan will be added. This will help to represent agent performance more accurately.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A coach will be able to add evaluations to the coaching session in the CXone Coaching app. A coach can leverage evaluation data to identify improvement areas of the agent.
Currently, only attachments and interactions can be added to the coaching session. In this release, you will also be able to add evaluations along with other existing resources.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A column called Active Status will display each agent's status.
A column called Contact No will display the contact number for each evaluation.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The Category Manager will support Japanese as an additional language. This will help to create, save, and update custom categories in this supported language.
For other QM processes that use the Category Manager such as Quality Planner and Form Manager, the Japanese language filter will be available when selecting a category.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new entity will be added to the Data Extraction API to extract evaluator notes.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Customers will be able to record and monitor agents’ screens on ChromeOS machines, such as Chromebox and Chromebook.
CXone Recording will record the screen using a web application. You will need to configure application settings. You will not need to download or install client software. You will need to configure ScreenAgent to use OS Login.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, the ScreenAgent configuration file is accessible to all users. In this release, the ScreenAgent configuration file will be hidden by default.
This will make the solution more secure. It will access to configuration file content, such as Access keys, Secret keys, configurations, and so on.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Agents will be able to record public posts from digital channels. This feature will be available for Facebook Public, LinkedIn, Twitter Public, YouTube, Apple Apps Reviews, Google Places, and Google Play. Screen recording and QM will not be available for public channels.
The recorded posts will be available for search and playback in Contact Center Interactions.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The Mask/Unmask APIs will allow customers to choose whether to mask or unmask voice or screen recording, or both. This will give customers greater flexibility and control over management of call recordings.
Version 29 of the APIs will contain a new parameter, maskRecordingMedia. Parameter values are: All, Screen, and Voice.
By default, both voice and screen recordings will be masked and unmasked.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
A column called Active Status will display each agent's status.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A column called Active Status will display each agent's status.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A column called Contact Number will display the contact number for each evaluation.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A tab called Digital Foundations will be added to the CXone Billing report. It will display the number of digital messages sent each day for the time period you choose.
For more details about this feature, select the Digital First Omnichannel filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
SmartAssist will be upgraded to Amelia version 6.0. Release notes for this upgrade are available for download.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Unless otherwise indicated, the changes listed in this section apply to Desktop Studio and CXone Studio. If you're part of the Controlled Release (CR) program for CXone Studio, you can find CR-related release notes by selecting CXone Studio in the filter on the top right.
A new action will be added for use with digital scripts. The GET RICH MESSAGE JSON action will return a dynamic list containing the contents of the rich message. It will include the JSON templates that have been built in Digital First Omnichannel. You will be able to design and create the JSON templates used to create the rich messages.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The digital ASKCALLER and TXTMSG actions will be enhanced to support JSON payload. This will allow them to pass messages containing rich media. The enhancements will simplify the sending of rich messages when a single rich message is being sent without additional text.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
A digital version of the ESTIMATED WAIT TIME action will be available. You will be able to use this action in digital scripts to provide estimates to contacts of how long their wait time may be. The action will make educated estimates based on historical data for a given digital ACD skill queue. This change will improve your customers' experience when communicating with your organization on digital channels.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The MCR META DATA action will be supported for use in digital scripts. You will be able to use this action in digital scripts to pass meta data to CXone Recording. The meta data will need to be stored in a dynamic data object.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The existing UNLINK action removes the agent from the call and puts the call back in a post-queue state. This ends the agent leg session. The new UNLINKAGENT action will also disconnect the agent from the contact in Contact Center, but it will keep the agent leg connected to the call. The agent will be able to use their physical phone (PBX) to transfer the call to a department with a phone extension that cannot be dialed within Contact Center. Certain phone types cannot support this kind of transfer, including softphones.
You will need to use the INDICATE action to give the agent a way to trigger the UNLINKAGENT logic. Agents will enter the next agent state in their workflow after they unlink from a call. If they unlink before transferring, they will need time in a working state like ACW . This will let them complete the physical transfer before receiving another call in the agent application. Alternatively, you could train your agents to transfer the call on their phone before unlinking it in the agent application.
UNLINKAGENT will be available to use in any inbound or manual outbound phone script.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to access Integration Hub through CXone Studio.
For more details about this feature, select the Integration Hub filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
This product is part of an Out-of-Band Controlled Release (CR) program following a CI/CD methodology. This section contains only release notes related to the CR program. The changes indicated in the following drop-down have already been made to the product.
For release notes concerning changes to Studio in the 2024-1 release, select the Studio filter on the top right of this page.
Supervisors will now be able to view the agent states for a selected skill at a glance.
Supervisors will also have the option to change agent state for agents in the Available and Unavailable states.
This will help supervisors make better re-skill decisions when balancing queue loads.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
SmartAssist will be upgraded to Amelia version 6.0. Release notes for this upgrade are available for download.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Bot Builder will be available as a supported virtual agent provider through Virtual Agent Hub. You will be able to create Bot Builder bots that work on voice channels by setting up a voice integration in Virtual Agent Hub. This change will expand the ways you can use Bot Builder in your contact center.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
When generating a forecast, you will have the option to view the expected volume and the average handle time (AHT) as a result of the simulation. The data will be shown for the selected skills and scheduling unit. This option will be accessible in the staffing step of Forecasting.
This will help users understand the differences they see between the Intraday data and Forecasting data.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to select multiple scheduling units (SU) when exporting staffing data to a CSV file. View the staffing plan for agents across multiple scheduling units simultaneously for a specific day, week, or date range.
This feature will save you time by eliminating multiple exports.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
A warning message will be displayed when creating a forecast job or profile. This will occur if a job or profile with the chosen skill set and date range already exists. This will avoid generating repetitive forecasting jobs or profiles.
Also, there will be no confusion when selecting the forecasting job to create a staffing plan.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
There will be a new method to monitor and report adherence. The Actual and Scheduled activity codes will be grouped into categories. When the categories match, the agent will be in adherence. This provides customers with a more accurate and flexible system for comparing agent schedules with their actual states.
With this feature:
There will be a new Adherence category page where you assign activity codes to categories. There will also be two more columns in RTA and the Adherence report: Scheduled Category and Actual Category. The ACD mapping page won’t be affected.
The new adherence method will require manual activation. Before activating, you will be able to simulate and see the results.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
With this feature:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
In the full-day settings of weekly rules, the Use default operating hours option will be removed. You will still be able to manually define shift start time and length.
The existing weekly rules that are using default operating hours will be adjusted to:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Schedule Manager will load data faster. As a result, you will have to filter data by first selecting scheduling units. After that, you will be able to filter by other metrics.
This feature will be available starting late January. Each customer will receive a notification when it's available.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
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.
Intent Trend Widget
A new widget will be available called Intent Trend. It will display the top ten most common intents in a dataset. It will look similar to the Top Company Profile Terms widget.
Player Enhancements
Previously, several enhancements were announced for the Player. The only enhancement will be to zoom content in the Player window.
Each item includes a description of the feature as it was previously published on the Coming Soon page. These features will not be part of the 2024-1 release but may be part of a future release.
Dashboard Application Replaced
The current Dashboard application will be removed from Contact Center. You will no longer be able to access or use it. Your system will migrate to the new Dashboard application for a similar but improved experience.
The new CXone Dashboard doesn't currently support FedRAMP. Until it does, FedRAMP-enabled systems will have the current Dashboard application but not the new CXone Dashboard application.
Why this feature was removed: The Dashboard application will continue to be available, along with the new CXone Dashboard application, until the 2024-2 release.
Intent Trend Widget
A new widget will be available called Intent Trend. It will display the top ten most common intents in a dataset. It will look similar to the Top Company Profile Terms widget.
Coaching Status Widget
This widget will display a summary of the coaching session status owned and assigned to the coach. This will help the coach to get a summarized view of all coaching sessions related to their role.
CXone Dashboard
Integration with the new CXone Coaching application will be included in the new dashboard with the addition of a new coaching widget.
To see the following features in detail, select the product in the filter on the right.
End of Support for ScreenAgent 2.x
Form Settings Layout Updates
These are the bugs and known issues that are fixed on this update.
These are the bugs and known issues that are fixed on this update.
These are the bugs and known issues that are fixed on this update.
These are the bugs and known issues that are fixed on this update.
These are the bugs and known issues that are fixed on this update.
The cumulative update only includes a back-end infrastructure update. It doesn't include any fixed issues.
These are the bugs and known issues that are fixed on this update.