Are you using the latest version of RingCentral?
Update your app now to enjoy the latest user experience, enhanced security, and optimal call quality.
This page shows the products and features currently planned for the RingCentral Contact Center 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.
All new products and features are shown by default. If you want to see only products and features in your Contact Center system, you can clear the checkboxes to remove features you don't need from your display.
Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.
| Customer Request | The feature was developed by customer request. |
| UI Change | The feature introduces 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 Contact Center 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 |
Global Authentication will support user logins initiated from a supported external SAML 2.0 Identity Provider (IdP). CXone Mpower users will be able to log in to your organization's IdP and then seamlessly access the CXone Mpower platform. No additional login will be required. The following IdPs will be supported:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, description fields for views, login authenticators, and roles accept URLs and HTML tags or scripts. In this release, these fields will no longer save URLs for HTML tags or scripts. Additionally, the ampersand character ( & ) will be represented by the character entity &. This means that ampersands will be counted as five characters instead of one. Existing descriptions in these fields will not be changed unless they are edited. This change will ensure consistent formatting across the platform.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
A new page will be added to Admin where you will be able to enable and disable Business Continuity for your CXone Mpower system. This will allow you to switch between your primary and secondary tenants when necessary. There will be new permissions that must be assigned to the Contact Center employee profile of any user who needs the ability to enable this option. Your Contact Center Account Representative will also be able to enable and disable Business Continuity for you if you are unable to do so.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
You will be able to set up data synchronization between your organization's primary and Business Continuity tenants. Data syncs will be scheduled. You will be able to see information about the synchronization on a new page in Admin.
In this release, the following data will sync:
The correlation between data entities on both systems will be maintained. IDs will be different on each tenant, but the synchronization will map the ID on the primary system to the ID on the Business Continuity tenant. This will ensure that data will be properly synchronized.
In this release, synchronization of data will by one-way only. This means the data syncs from your primary tenant to your Business Continuity tenant only. Any changes made to this data in the Business Continuity tenant will be lost unless the same changes are made manually in the primary tenant when use resumes.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
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 toggle |
Currently, Noise Cancellation is in a controlled release. In this release, it will become generally available.
Noise Cancellation will reduce background noise and echoes during a voice interaction from the agent side, the contact side, or both. Your agents and contacts will experience a more professional interaction without the distraction of other voices, traffic, typing, and so on. It will do this without any latency. Noise Cancellation will work with any headset, but wired USB headsets will work best.
It will be available for use with Agent and Agent for SCV. To enable Noise Cancellation for one of these agent applications, you will need to contact your Contact Center Account Representative. Once enabled, it will become available for all agents using that application.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The upcoming release will introduce Amazon Connect integration into CXone Mpower, enabling the import of voice and screen recordings for Quality Management, Interaction Analytics and reporting.
This feature will be available with the new Store & Forward Amazon Connect license and a new permission enabling this functionality will be added.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, Orchestrator is in a controlled release. This release marks the next step towards a robust, AI-powered orchestration layer that enables end-to-end workflow management across both contact center and back office operations.
Orchestrator will allow organizations to analyze, unify, optimize, and automate business processes across departments. Unlike traditional RPA tools or short-lived AI agents, Orchestrator supports long-running workflows and provides a centralized command layer for managing tasks and customer journeys.
This release will include:
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
In this release, you will be able to use the Test Suite application available in the AI Studio that will significantly enhance your ability to deploy AI solutions with confidence. As a contact center admin, you will be able to validate ingested knowledge prior to deployment, addressing the challenge of not being able to view or verify the content pulled into your AI profiles. This tool will enable you to preview ingested knowledge, identify potential gaps or inaccuracies, and make necessary corrections directly within your knowledge source before your AI goes live.
Rather than relying on live calls to test AI responses, a process that is both time consuming and prone to error, you will be able to upload a set of queries with or without responses to simulate user interactions. This will allow for rapid, iterative testing across a wide range of knowledge questions, ensuring that your Copilot references the correct information from the outset.
As a result, you will experience faster deployment cycles, improved response accuracy, and greater confidence in the performance of your AI assistants. You will be able to follow a structured workflow within the Test Suite to validate and refine your Copilot or GenAI Prompt Editor profiles before deployment:
This application will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be introduced to the Multi Agent Coordinator (MAC), the orchestration engine at the core of Mpower Agents . MAC will help you coordinate tools, LLMs, and AI agents into flexible, context-aware workflows. Rather than relying on rigid, hard-coded flows, you will dynamically orchestrate tasks based on context, intent, and MAC configurations. With MAC, you will be able to:
MAC will contain following features:
This application will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
We are excited to introduce NiCE Cognigy AI, delivering leading conversational and agentic AI for enterprise-grade AI agents, with capabilities including:
This application will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The file upload service lets you upload files for branding profiles and such. It scans the files and prevents malicious files from being uploaded. Currently, the file size limit is 20 MB. In this release, the limit will increase to 100MB for those who have enabled the advanced file scan feature.
To enable it, you will need to contact your CXone Mpower Account Representative.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On toggle |
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 |
Unified routing uses the same system, methods, and rules to handle both ACD and Digital Experience interactions. It's enabled when your system includes both Digital Experience and dynamic delivery. Currently, integrated matching, which enhances unified routing, is enabled separately. In this release, it will be included automatically. If your system already uses Digital Experience and dynamic delivery but not integrated matching, it will be enabled for you.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Integrated matching will be available for FedRAMP configurations.
| 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 |
Currently, when an agent manually selects a digital contact to handle, it isn't added to their total contact count. In this release, manually selected digital contacts will be included in the agent's total contact count. The agent will also be able to manually select digital contacts even after their threshold has been met. However, they will not receive new contacts until they are below their contact count.
This change will provide a more accurate count of how many contacts agents handle and helps prevent them from being incorrectly marked as below threshold.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
In this release, you will be able to use Actions in French, including major dialects such as European French and Canadian French, alongside existing support for English and Brazilian Portuguese. You will be able to:
Knowledge generation will not be available for French due to dependencies on Interaction Analytics ( IA) and Customer Satisfaction (CSAT) scores, which are currently calculated only for English transcripts. If you are using French, the system will hide unsupported features to avoid confusion.
To access French support, simply change your browser language settings and Actions will adapt accordingly.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, Actions will work even if your contact center uses a third-party telephony system like Avaya, Cisco, or Genesys, instead of CXone Mpower. You will be able to ask natural language questions, view performance insights, and use features like anomaly detection and benchmarking based on the data available to your system. Actions will automatically hide questions and metrics that do not apply to your setup.
Core Actions functionalities will be supported for multi- ACD tenants, including:
However, there are limitations when not using CXone Mpower ACD:
You will still be able to use the Actions interface even if your customers have their own telephony system and not CXone Mpower ACD. All Actions functionalities will work except for:
If the tenant has the Third-party telephony providers checkbox checked, then Actions behavior will follow the limitations and capabilities described above.
Multi-ACD tenants will be identified through the recording license feature.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, you will be able to ask natural language questions about Supervisor metrics and additional Interaction Analytics (IA) metrics directly in Actions. You will be able to ask questions like, “Show me top 10 supervisors that had the most monitoring sessions last month?” or “Show me the top-level intent topics based on volume?” and get instant insights. You will be able to ask about IA metrics such as intent categories, topics, and actions only if your tenant has the appropriate license. Specifically:
Actions will automatically show only the data that is relevant and available based on your setup.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
In this release, Actions will introduce a new feature called Automation Opportunity. This tool will help you identify intents with the strong potential for automation by analyzing past interactions. It will detect repetitive tasks, common issues, and agent behaviors uncovering high-impact areas for automation. The Automation Opportunity section will highlight where automation could save time, reduce costs, and improve consistency. You will also see forecasts showing which Intents (Subtopics) are the best candidates for automation over the next 12 months.
As part of this release, the Automation Opportunity feature will include:
This feature will be available only to tenants with an IA Advanced or IA Premium license.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
In this release, you will be able to access the Business Impact view for Copilot, a quick, click-accessible view of key metrics like After Call Work (ACW) and Average Handle Time (AHT). Separate from the main Observability Dashboard, it will offer its own date range and filters, allowing you to select up to five skills, teams, or agent names, whether or not they are assigned to Copilot. Graphs will update dynamically based on your selections, and you will be able to compare teams with and without Copilot to track performance trends.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, whenever an actual summary is missing, you will see the label Actual summary not saved by agent instead of the previous Ignore label. This update will appear in adherence graphs, the AutoSummary widget, and average adherence calculations. Summaries marked as unavailable will be excluded from average calculations, ensuring more accurate adherence data. For example, if only two out of three summaries are valid, your average will be based on those two; if all are missing, you will see the new label instead of a percentage.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, the Observability Dashboard will be enhanced to support new Copilot features for Engagement Hub, helping you monitor how these features perform across different client types. If you're working with CXone ACD clients, you will see data for auto-generated summaries, team and skill details. For non-CXone ACD clients, you will not have access to team and skill data, and these features will be hidden. Additionally, if a tenant has both ACD and non-ACD applications, only ACD data will be shown in the Observability Dashboard.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, the Team, Skill, and Agent data will be directly pulled from Copilot instead of the Data Lake, eliminating previous workarounds and reducing latency for auto summaries from up to four hours to approximately 15 minutes. As a result, the Observability Dashboard will now source data directly from the RTI to display Actual Summaries, Team, Skill, and Agent information.
As part of this enhancement agent IDs will be replaced with agent names in both auto summary and generative response sections. Team, skill, and agent name information will now be consistently available in generative response section.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, the Observability Dashboard will be enhanced to support new widgets and metrics for the Mpower Agent (formerly Task Assist) experience. Mpower Agent is a new feature in Copilot that enables agents to execute suggested tasks. The dashboard will provide analytics on task suggestions, executions, and rejections, with drill-down capabilities by action, bot, agent, skill, team, and other dimensions. These analytics will include execution rates, success rates, and detailed task-level data, supporting customer analysis of agent task adoption and effectiveness.
You will be able to track performance effectively through new visual components like sankey charts, total action graphs, performance metrics graphs, and drill-down views.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to manage knowledge base categories and AutoSummary intents and explore Observability Dashboard data more intuitively, all through an enhanced Copilot experience. You will be able to add, remove, rename, or update categories and intents directly in the dashboard, through Copilot by using natural language commands. The system will suggest categories based on your industry or provide a default list if no match is found. Depending on the update, some changes will apply to past answers, while others will affect only new ones.
With Observability Copilot, you will be able to ask questions about your dashboard data, receive actionable insights, and perform actions all in natural language. You will also be able to understand category distribution, and assess query quality, making it easier to manage and analyze your knowledge base in one place.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to apply employee templates using the bulk upload tools. Templates help you quickly create employee profiles by filling in default settings. Just like in the CXone Mpower UI, profile settings will override template settings. So, bulk upload will fill in blank fields but won't change fields that already have values.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to apply employee templates through SCIM when creating users from your identity provider (IdP). SCIM v2-compliant apps like Okta let you create, update, and deactivate CXone Mpower users. As with templates applied in the UI, profile settings will override the template settings. SCIM will fill in blank fields but won't overwrite existing values.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to set up a backup disaster recovery tenant. Your primary and backup tenants will stay in sync. If your primary tenant has issues, you will be able to switch to the backup tenant to keep using CXone Mpower without downtime.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
Currently, to see if a role is assigned to any employees as a secondary role, you must check each employee profile one by one. This can make the process for deactivating a role time-consuming, since you must first remove it from all employees as both a primary and secondary role. In this release, you will see which employees have a role as either a primary or secondary assignment directly in the role profile. This update will make it easier to manage and deactivate roles.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, you can only add values to empty fields or change the value of existing fields. In this release, you will be able to remove values from optional fields.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
You will be able to assign up to 10 views to an employee using bulk upload. This will match the limit already available in the Admin UI.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Desk will be available in Agent. It will provide agents with a unified, omnichannel workspace. It will bring together customer interactions, data, and workflows into a single, seamless interface, giving agents what they need to deliver faster, smarter, and more personalized support. Desk will be appear directly within the agent application.
Desk will contain the following features:
Desk will require the purchase of an additional license.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Agents will be able to view speech-to-text transcriptions of calls in real time. They will appear in the Interaction Space. This will help when the contact's speech is difficult to understand. Only one page of transcription will be shown; agents will not be able to scroll up to see older utterances. This will only be available for one-on-one agent-to-contact calls.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
Currently, Enhanced Customer Card is in controlled release. In this release, it will become generally available.
Enhanced Customer Card (ECC) will provide customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that will help agents handle interactions. When enabled, Enhanced Customer Card will displace the current Customer Card.
ECC will contain the following features:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
CXone Mpower Voice Biometrics will be available for Agent. It will provide voice biometric authentication. During interactions, a separate window will open. Agents will use the new window to handle voice biometric enrollment and authentication.
For more details, select the Voice Biometrics Hub filter on the right.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Agents will be able to load and view previous interactions with the same contact on the same digital point of contact. Currently, this is only available for chat. In this release, it will be available for all private digital channels, including email. The following options will appear in the Interaction Space:
In the Previous Contact and Next Contact options, contact means a conversation with an agent. In the online help, we use the term interaction for this same meaning.
To avoid confusion, the existing View Recent Messages option in the Interaction Space will be replaced with a down arrow. This arrow will jump to the most recent messages in the same interaction. For email, an up arrow to jump to the oldest messages in the thread will be available.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the CRM integration experience for Agent:
| 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 |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The following enhancements will be made to improve accessibility in Agent:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The option to Save & Redial will be added to the Outcome panel for calls. Agents will be able to save the Disposition and Disposition Notes, then redial the contact from the same window. This will allow agents to quickly reconnect with contacts when calls are interrupted.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, Incoming Interaction pop-up notifications show the skill ID number. In this release, they will show the skill name instead. This will help agents understand what type of work they're assigned.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agent will be available in South Africa.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
A disclaimer will be added to the bottom of the launch screen. It will advise, "For an optimal emergency calling experience, an accurate address should be on file in the system for all agents."
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agent Assist Hub will be available in South Africa.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
One-way context switching will be available in Agent Embedded for Microsoft Dynamics. When agents open a session in Microsoft Dynamics, the matching interaction will open in Agent Embedded.
Session indicators will be available for the other direction. When agents open an interaction in Agent Embedded, a blue dot will appear next to the matching Microsoft Dynamics session.
These features will apply to both voice and digital interactions. They will only work in Microsoft Dynamics CIF v2.0.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the relate records functionality in Agent for Salesforce:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to reuse scripts designed for Salesforce Agent (SFA) for the following screen pops in CXone Mpower Agent for Salesforce:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Desk will be available in Agent Embedded. It will provide agents with a unified, omnichannel workspace. It will bring together customer interactions, data, and workflows into a single, seamless interface, giving agents what they need to deliver faster, smarter, and more personalized support. Desk will be appear directly within the agent application.
Desk will contain the following features:
Desk will require the purchase of an additional license.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Agents will be able to view speech-to-text transcriptions of calls in real time. This will help when the contact's speech is difficult to understand. Only one page of transcription will be shown; agents will not be able to scroll up to see older utterances. This will only be available for one-on-one agent-to-contact calls.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
Currently, Enhanced Customer Card is in controlled release. In this release, it will become generally available.
Enhanced Customer Card (ECC) will provide customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that will help agents handle interactions. When enabled, Enhanced Customer Card will displace the current Customer Card.
ECC will contain the following features:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to load and view previous interactions with the same contact on the same digital point of contact. Currently, this is only available for chat. In this release, it will be available for all private digital channels, including email. The following options will appear:
In the Previous Contact and Next Contact options, contact means a conversation with an agent. In the online help, we use the term interaction for this same meaning.
To avoid confusion, the existing View Recent Messages option will be replaced with a down arrow. This arrow will jump to the most recent messages in the same interaction. For email, an up arrow to jump to the oldest messages in the thread will be available.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the CRM integration experience for Agent Embedded:
| 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 |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The following enhancements will be made to improve accessibility in Agent Embedded:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The option to Save & Redial will be added to the Outcome panel for calls. Agents will be able to save the Disposition and Disposition Notes, then redial the contact from the same window. This will allow agents to quickly reconnect with contacts when calls are interrupted.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, Incoming Interaction pop-up notifications show the skill ID number. In this release, they will show the skill name instead. This will help agents understand what type of work they're assigned.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agent Embedded will be available in South Africa.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
A disclaimer will be added to the bottom of the launch screen. It will advise, "For an optimal emergency calling experience, an accurate address should be on file in the system for all agents."
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Desk will be available in Agent for Microsoft Teams. It will provide agents with a unified, omnichannel workspace. It will bring together customer interactions, data, and workflows into a single, seamless interface, giving agents what they need to deliver faster, smarter, and more personalized support. Desk will be appear directly within the agent application.
Desk will contain the following features:
Desk will require the purchase of an additional license.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Agents will be able to view speech-to-text transcriptions of calls in real time. They will appear in the Interaction Space. This will help when the contact's speech is difficult to understand. Only one page of transcription will be shown; agents will not be able to scroll up to see older utterances. This will only be available for one-on-one agent-to-contact calls.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
Currently, Enhanced Customer Card is in controlled release. In this release, it will become generally available.
Enhanced Customer Card (ECC) will provide customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that will help agents handle interactions. When enabled, Enhanced Customer Card will displace the current Customer Card.
ECC will contain the following features:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to load and view previous interactions with the same contact on the same digital point of contact. Currently, this is only available for chat. In this release, it will be available for all private digital channels, including email. The following options will appear in the Interaction Space:
In the Previous Contact and Next Contact options, contact means a conversation with an agent. In the online help, we use the term interaction for this same meaning.
To avoid confusion, the existing View Recent Messages option in the Interaction Space will be replaced with a down arrow. This arrow will jump to the most recent messages in the same interaction. For email, an up arrow to jump to the oldest messages in the thread will be available.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the CRM integration experience for Agent for Microsoft Teams:
| 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 |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The following enhancements will be made to improve accessibility in Agent for Microsoft Teams:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The option to Save & Redial will be added to the Outcome panel for calls. Agents will be able to save the Disposition and Disposition Notes, then redial the contact from the same window. This will allow agents to quickly reconnect with contacts when calls are interrupted.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, Incoming Interaction pop-up notifications show the skill ID number. In this release, they will show the skill name instead. This will help agents understand what type of work they're assigned.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agent for Microsoft Teams will be available in South Africa.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
A disclaimer will be added to the bottom of the launch screen. It will advise, "For an optimal emergency calling experience, an accurate address should be on file in the system for all agents."
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, bi-directional presence rules only apply to an agent if the states you select are assigned to the agent's team. In this release, you will be able to turn off this requirement. Presence rules will apply to agents even if they don't have the selected states. They will be assigned the default available or unavailable state.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Desk will be available in Agent Integrated. It will provide agents with a unified, omnichannel workspace. It will bring together customer interactions, data, and workflows into a single, seamless interface, giving agents what they need to deliver faster, smarter, and more personalized support. Desk will be appear directly within the agent application.
Desk will contain the following features:
Desk will require the purchase of an additional license.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Agents will be able to view speech-to-text transcriptions of calls in real time. This will help when the contact's speech is difficult to understand. Only one page of transcription will be shown; agents will not be able to scroll up to see older utterances. This will only be available for one-on-one agent-to-contact calls.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
Currently, Enhanced Customer Card is in controlled release. In this release, it will become generally available.
Enhanced Customer Card (ECC) will provide customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that will help agents handle interactions. When enabled, Enhanced Customer Card will displace the current Customer Card.
ECC will contain the following features:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to load and view previous interactions with the same contact on the same digital point of contact. Currently, this is only available for chat. In this release, it will be available for all private digital channels, including email. The following options will appear:
In the Previous Contact and Next Contact options, contact means a conversation with an agent. In the online help, we use the term interaction for this same meaning.
To avoid confusion, the existing View Recent Messages option will be replaced with a down arrow. This arrow will jump to the most recent messages in the same interaction. For email, an up arrow to jump to the oldest messages in the thread will be available.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the CRM integration experience for Agent Integrated:
| 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 |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The following enhancements will be made to improve accessibility in Agent Integrated:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The option to Save & Redial will be added to the Outcome panel for calls. Agents will be able to save the Disposition and Disposition Notes, then redial the contact from the same window. This will allow agents to quickly reconnect with contacts when calls are interrupted.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, Incoming Interaction pop-up notifications show the skill ID number. In this release, they will show the skill name instead. This will help agents understand what type of work they're assigned.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Agent Integrated will be available in South Africa.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
A disclaimer will be added to the bottom of the launch screen. It will advise, "For an optimal emergency calling experience, an accurate address should be on file in the system for all agents."
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The APIs for creating and updating users will validate the time zone format. These APIs will require time zones to be in IANA format. If your integration uses the APIs listed below, review the setup to ensure they use the correct time zone format.
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✓ | Impacted Versions | V1 | Availability | GA On deploy |
CXone Mpower will have a new concept called Security Context. This will be a combination of role 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 CXone Mpower 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 |
You will be able to use a new API to access data from the Activity Audit report. That report data includes general activity data from your CXone Mpower system. For example, you will be able to pull data on username changes during a specific time period. The API will support a maximum date range of 30 days. It will only retrieve data that is at least 24 hours old. It will return data for all the products you've purchased. There will be no limit to how many data points one request can return.
Documentation for this API will be available on the developer portal.
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | 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 |
In this release, further details are provided on the broader range of text-to-speech (TTS) providers with Autopilot and Autopilot Amelia, including both standard and premium options.
Autopilot will support a default set of TTS versions such as Omilia native, Google Standard, WaveNet, Neural2, Microsoft Neural, AWS Standard, and Neural voices within the standard pricing of Autopilot Voice SKUs. For Autopilot premium TTS versions like ElevenLabs, Google (Chirp3, Polyglot, Studio, and so on), Microsoft Neural HD, and AWS Generative voices, you will be able to bring your own license by setting up a direct agreement with the TTS provider.
Autopilot Amelia will also support a default set of Google TTS versions: Standard, WaveNet, Neural2, and Polyglot. For Autopilot Amelia premium TTS versions like ElevenLabs, Deepgram, Google (Instant Custom, Studio and so on), Microsoft Neural, and Neural HD, you will be able to bring your own license by setting up a direct agreement with the TTS provider.
This approach will enable you to integrate high-quality voices while maintaining Autopilot’s per-session pricing. Whether you are using Autopilot Omilia or Autopilot Amelia, you will be able to configure supported TTS options and BYO licenses to deliver the best possible voice experience to your users.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, Copilot's AutoSummary feature will support multiple languages. You will be able to view summaries, sentiments, and final summary activities in German, Dutch, French, Japanese, Italian, and Welsh. This update will make it easier for agents to understand and interact with customer conversations in their native languages.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, Copilot will support AutoSummary in the UK Sovereign Cloud, helping meet security and compliance needs for UK public sector and healthcare environments. Additionally, CXone Mpower transcription will support the Welsh language, aligning with UK-specific requirements.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, the product is named Agent Builder. In this release, the product will be renamed to Bot Builder.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, when creating a flow by using the Bot Builder, you are limited to a single prompt to generate the flow. In this release, you will be able to further fine tune the flow by building on the first prompt. You can ask for further customization, ask for an explanation of the intents and scripts, and so on, until you are satisfied with the flow.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, you design the flow in Bot Builder, and then enable the flow in the Virtual Agent Hub where you can test the flow intents. In this release, you will be able to test the intents directly in the Bot Builder without involving the Virtual Agent Hub. You will be able to test agent flows in real time using the Talk–To–Your-Bot chat interface. You will be able to pick a flow, provide input as a JSON file, and interact with it in the same way a live customer interacts.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to use Copilot directly inside the Bot Builder’s script editor to create and improve bot scripts using plain English. Instead of writing code manually, you can simply type instructions like “Add a condition to handle invalid inputs,” and Copilot will update the script for you. You can suggest improvements or make changes to specific lines of the script.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The file upload service lets you upload files for various purposes. It scans the files and prevents malicious files from being uploaded. Currently, the file size limit is 20 MB. In this release, the limit will increase to 100MB for those who have enabled the advanced file scan feature.
To enable it, you will need to contact your CXone Mpower Account Representative.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On toggle |
In this release, you will be able to use the new Copilot Rules Engine, introduced as part of the AI Manager, to automatically show agents helpful suggestions based on keywords, timing, or both. You will be able to create and manage rules and assign them to Copilot profiles. Each profile can include up to 100 rules, and rules can be reused across multiple profiles for greater flexibility. The system will monitor conversations in real time and trigger the appropriate rule when needed ensuring agents receive timely, context-aware guidance.
In this release, you will also be able to track rule usage and performance in the Observability Dashboard, to help you optimize agent support and rule effectiveness.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
In this release, Copilot for Agents has introduced a new section Elements as part of the AI Manager, where you will be able to create reusable assets for Copilot.
You will be able to build Text Cards and Decision Tree Interviews that appear during voice or digital interactions, helping agents respond quickly and accurately. You will also be able to manage these elements such as rename, copy, preview, or deactivate them at any time.
Text Cards:
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Decision Tree Interviews:
| Customer Request | ✖ | UI Change | ✓ |
Availability | CR On toggle |
In this release, you will be able to create reusable cards with a customizable layout using the Adaptive Card standard. These are defined in the Elements section as part of the AI Manager and can be used to send custom, read-only, non-interactive information cards to agents using Copilot to display key customer details like alerts, account status, or product availability. Cards will appear in the Copilot stream.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Previously, available for Cisco, this release will enable you to use Copilot for Agents even if your contact center runs on a third-party Automatic Call Distributor ( ACD) platform. Copilot will appear as a stand-alone pop-up screen on your desktop, giving you real-time help during calls, like summaries, sentiment analysis, and knowledge suggestions. You will also get an AutoSummary at the end of each call, which you can edit and save to your customer relationship management platform.
| Customer Request | ✖ | UI Change | ✓ |
Availability | CR On toggle |
In this release, Copilot for Agents will support new output languages including Japanese, Italian, Welsh, Swedish, Korean, Norwegian, Finnish, Chinese Simplified and Chinese Traditional. This update applies to both the Copilot Profile and the GenAI Prompt Editor, making it easier to customize responses based on your customer’s region.
The language additions affect the output of Copilot suggestions but do not imply language translation of the interaction content. Also, these new languages are suitable to handle digital interactions, but voice interactions require matching voice transcription languages which may be different from the supported output languages.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Copilot for Supervisors will support additional languages: French, Brazilian Portuguese, German, Dutch, Spanish, and Italian.
While this update adds broader language coverage, Conversational Panel inquiries and Urgent Assist will remain limited to English in this release.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Customer sentiment will transition to an LLM-based model, ensuring consistency with the sentiment insights shown in Copilot for Agents and providing supervisors with more accurate, aligned insights.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
The Conversational Panel will leverage an upgraded data engine to deliver more accurate and comprehensive answers across a wider set of metrics.
In addition, clearer error messages will guide users to refine their inquiries, improving efficiency and usability.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
We will introduce important updates that will make Dashboards and Reports more distinct, easier to use, and better suited for their respective purposes.
What will change:
In the Reporting section, users will:
This will mean:
These updates will improve usability, flexibility, and clarity in reporting.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Prebuilt Reports tab will offer reports for both QM and Omnichannel data. These will include Abandons by Skills, Evaluation by Section, and Question, Callback Details, and more.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
A new report will show tag names and counts by skill, making it easier to track tag usage and performance.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Users will be able to expand or collapse all agent rows at once, saving time when viewing agent contact states.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
Users will be able to view data in near real time to help track logged-in agents more efficiently.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to filter your entire dashboard with one click. You'll save time by applying filters across all widgets simultaneously, instead of adjusting them one by one. Whether you're working with existing widgets or adding new ones, your filter settings will automatically apply across all dashboards.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
You will be able to open the Interaction Analytics application directly from the Frustration widget. When you use the link, it will keep your current filters and context so you won’t need to reset them. This will help you move from summary data to detailed analysis more easily.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
This release will add two new metrics to improve wait time measurement. These updates will help provide a more accurate view of performance and support better staffing decisions.
The first metric, ASA without Callback Time, will show the average time inbound contacts wait in queue, excluding any time spent on virtual callback holds. The second, Speed of Answer without Callback Time, will measure total queue time for inbound contacts, also subtracting callback hold durations.
These changes will ensure that ASA reporting better represents the actual wait experience for customers.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Dashboard will soon support full localization across all interface elements and data labels. This update will make it easier for users around the world to navigate and understand the dashboard in their preferred language. Translations will include metric names, modals, tooltips, legends, agent and contact states, channel names, filter labels, settings, error messages, refresh timers, and system labels.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new QM widget, Quality Evaluations, will provide a structured, table-based view for detailed quality management evaluations.
You will be able to select your preferred report set, such as Evaluation Details, Evaluation Question Details, and Evaluation Question and Answer Details, for a comprehensive, structured view.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The Quality Score widget will now feature a streamlined Channel View. It will offer you valuable insights into how quality scores vary across different communication channels such as email, chat, and phone. This view will help you identify the channels that may be influencing performance and enable more targeted and effective improvements.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This release will introduce a new Coaching widget, KPI Trend and Coaching Events. This widget will help you connect coaching efforts with performance outcomes. By integrating coaching events with metric trends, you will see a visual representation of how coaching impacts key performance indicators. This will support you in refining coaching strategies and improving team performance. You will require a Performance Management (Native) license for this widget.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Two new PM widgets will be introduced to enhance visibility into gamification performance. These widgets will require a PM license:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You'll be able to see clearer and more readable widget titles across all screen sizes. Long titles will be smartly shortened, with full details available when you hover over them. This update will make it easier for you to quickly scan and understand your widget information at a glance.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
To improve performance and scalability, the back-end systems will be upgraded. This includes moving the ACD and Digital Experience widgets to a stronger and more efficient data setup.
Customers and partners will be able to find the right resources to prepare for the migration to the new CXone MpowerDashboard from these communities:
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The Configuration Update feature will allow admins and supervisors to view configuration and assignment details.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ |
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 |
All interactions will need to have a default skill associated with a point of contact. Data management and reporting will require skill association for all interactions. Default skills will always be assigned to interactions when they are first created but otherwise are treated the same as other skills for routing. WFA will also treat default skills like any other skill. A new field, Is Default Skill, will appear on the Details tab for digital ACD Skills. You will not need to configure this field during skill creation. It will appear automatically in the Details tab to indicate whether a skill is marked as default.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
The legacy CRM tab and Care page, found under Others > Digital, will not be visible if you are new to Digital Engagement or switching from legacy omnichannel messaging to Digital Experience. This update will not affect existing systems already enabled for Digital Engagement. Eventually, the CRM and Care sections will be removed to create a unified experience for all digital and omnichannel users.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA |
Digital Experience services will be available in South Africa sovereign cloud configurations.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
A new property called Target Agent will be available for the REQAGENT Studio action for digital scripts. You will also be able to configure routing attributes in digital scripts.
For more details, select the Studio filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Bring Your Own Channel integrations will support typing indicators, showing contacts when an agent is typing.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new mechanism will control how many digital scripts can run with digital interactions at once. If too many interactions enter the system, those that exceed the script limits will wait in a hopper, a temporary storage area, until there's room. You cannot manually update the status of interactions in the hopper or use a WFA job to do so. But new messages can still be added to these interactions. The status just won't update until the interaction leaves the hopper. This will protect the capacity of the routing system and ensure contacts are handled in a timely manner. This update won't impact your routing performance unless your contact center often reaches the capacity limit.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Currently, when an agent manually selects a digitalcontact to handle, it isn't added to their total contact count. In this release, manually selected digital contacts will be included in the agent's total contact count. This change will provide a more accurate count of how many contacts agents handle and helps prevent them from being incorrectly marked as below threshold.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
The Reply-to address determines which domain email replies are sent to. It lets you receive replies at a different address than the one used to send messages. This can be helpful for gathering and categorizing messages. However, when configured incorrectly, it can make different contacts look like they share the same email address. This can cause confusion and lead to emails from different senders being assigned to the same customer card.
To resolve this issue, you will be able to overwrite the existing customer card ID and To address. This will let you decide which email address to use in the customer card to identify and respond to the contact. This will help fix issues with generic or duplicate From addresses. Using this feature requires advanced email knowledge and experience. Contact your CXone Mpower Account Representative for help.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, email tracking is enabled for all customers by default. In this release, you will be able to enable or disable tracking for CXone email at the channel level. This will allow you to control what data is collected from messages.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Customer authentication for chat messaging allows Digital Experience to identify a contact and protect their information, even if they use different devices over the course of a conversation. Currently, digital chat messaging channels provide three ways to complete Authentication: Anonymous, Secured Cookie, and 3rd party OAuth. In this release, Secured Cookie will be the default authentication option if you are new to setting up Digital Engagement. This option offers the best data security by controlling how long chat data remains available.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
A placeholder icon will display if your browser does not support an image sent in a live chat or chat messaging session.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to send and receive messages as large as 100 MB. If a message from either the agent or contact exceeds this limit, an error message will display.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Apple has a feature called App Clip that allows you to access services from another application without downloading it. App Clip will allow you to do things like pay for parking, order food, or buy tickets without installing a separate app to complete those actions. Digital Experience will now support this feature.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The Mobile SDK will support inactivity popups. These popups notify contacts that the chat will soon close due to inactivity. If you use the default UI, the SDK will automatically handle these popups, so your developers will not need to implement this feature. Instead, the popup can be configured in the CXone Mpower interface. If you have a custom UI, you need to configure the popups in CXone Mpower and implement them in your UI. In this case, the documentation in the SDK repository will contain a use case to showcase these popups.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Errors in the chat will be categorized into three types. The Mobile SDK will handle the issue differently, depending on the type. This will improve the user experience by notifying contacts appropriately and only when necessary.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, the enhanced editor is available in a controlled release. In this release, it will become generally available. It will feature a modern interface and built-in generative AI tools to improve content creation. Authors will be able to use the ExpertAI Assistant to generate new content, simplify or summarize text, and adjust tone or style, all within the platform. Infrastructure upgrades and back-end improvements will support smoother editing.
The editor will be enabled by configuration keys for new sites and can be activated for existing sites upon request. You will need to take action to enable it, with support available through the CXone Mpower Expert Support team. This feature will help users create content faster and reduce the need for external tools.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
All users will automatically have access to advanced editing tools. These will include options to disable formatting tools, apply custom styles, and use a source code editor with syntax highlighting and dark or light modes. Other enhancements include:
These features improve workflow, reduce reliance on technical support, and help teams work more efficiently.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
This report will help teams verify if their content answers key questions expected in GenSearch. Users will upload a list of questions, and the system will return a yes or no for each one based on content coverage. The report will be available in the Expert user hub once enabled, and it will include UI and reporting updates.
This tool will help teams identify content gaps and prepare for generative search, ensuring users get accurate answers.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This report will highlight the most important and frequently used content in your knowledge base. It will show top-performing articles, content used by generative AI, and high-traffic items that haven’t been updated recently. Engagement metrics like time on page and scroll depth will help teams understand content value.
Available in the Expert user hub once enabled, this report will include UI and reporting updates. It will help teams focus on high-impact content, improving AI results, and user satisfaction.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
GenSearch will be integrated into the CRM touchpoint, allowing agents to ask natural language questions and receive generative responses based on the knowledge base. These responses will include sourced articles that can be linked directly to support cases. GenSearch will be available in the Expert user hub once enabled. It will not be available for non-CXone Mpower customers. This feature will reduce agent effort and improve the speed and quality of customer support.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
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 CXone Mpower 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 |
Feedback Management will become available in UK sovereign cloud configurations.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA 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 |
In this release, you will be able to organize and manage prompts in the GenAI Prompt Editor based on tenant segmentation. This means you can group prompts by division or business unit, making it easier to control who sees and edits the prompts. You will be able to create and share prompt profiles by division. Set permissions so users can either view or edit prompts based on their role and tenant. You will only see prompts relevant to your tenant. This feature will only be available to tenants that have tenant segmentation enabled.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
In this release, you will be able to add variables to your prompt templates in GenAI Prompt Editor. These variables will pull in real-time data like case numbers, product names, or customer details from the system, so your prompts can be more personalized and accurate. You will also be able to set fallback text in case some data is missing, and preview how your prompts will look before publishing.
If you are creating an AutoSummary for support cases. You can include a variable like {caseNumber} in your template. When the summary is generated, it will automatically insert the actual case number from the system. If the case number is not available, it will show fallback text like “Case number not provided.”
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
In this release, you will see several improvements to the Web Assistant designed to enhance usability and customer experience. These include clearer toast messages, refined rule layouts, an updated color scheme, and a more visible Guide connectivity status. The user interface will also offer improved error messaging and handling, helping you quickly identify and respond to connection issues.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
If your website is designed as a Single Page Application (SPA), it behaves as if it consists of a single page even when users navigate between different views. Currently, the Guide rules engine does not consistently recognize these dynamic page transitions, which means that the rules will not re-fire after a transition.
In this release, Guide will introduce an enhanced SPA support. A new parameter resetRulesOnNewPage will be added to the Guide initialization code in the webpage header. When enabled, this parameter will enable Guide to detect dynamic page transitions and re-evaluate all rules, including those with static conditions, immediately after a transition. This ensures that rules which have already been fired will now be fired again when the page context changes dynamically.
To enable this functionality, you will have to manually add the resetRulesOnNewPage parameter to the Guide initialization code in your SPA’s header.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, the Date and Time condition is evaluated statically, meaning it can only trigger on page load or refresh. In this release, the condition will be enhanced to support dynamic evaluation. This means the condition will now fire automatically as soon as the specified Date and Time is met, without requiring any user interaction, page load, or refresh.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Each connection in Integration Hub will have a change log. Any time a connection is created or updated, the following details will be logged:
Users will be able to access this log from a new Audit button in the connection's settings.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Integration Hub will be available in South Africa and EU sovereign cloud configurations.
| 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 toggle |
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 |
Currently, Topic AI Editor is accessible from the Language Model in IA. In this release, Topic AI Editor will move to the AI Studio in the Admin application.
For more details, select the Topic AI Editor filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The new Export policy will enable bulk data exports. It will use a flexible and dynamic user interface, including recurring export requests. It will also ensure compatibility with the different customers’ requirements, agreements, and policies.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
You will be able to create and manage Retention Change policies automatically using an API, without using the Data Policies user interface. This will help you connect retention change actions with your internal systems.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
New comparison operators will be added to policy criteria. These operators will let users filter business data more precisely, using text matches. This will reduce manual work.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Data Policies will suggest policies based on a range of use cases. This will help you get started faster and explore more policy options.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Support for Multi-Region Storage will be available for Migrated Calls. Tenants with a Multi-Region Storage license will be able to select their preferred region for archiving their media.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Search filters in Migrated Interactions will now support text-based filters for the additional operators: Equals, Contains, Starts with and Ends with. This will allow for more flexible and precise search queries.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
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.
View IPs for syncing with Microsoft Teams, RingCentral, Salesforce, and Zoom
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Admins will be able to create custom metrics directly from the PM (Native) app without switching to the Metrics app.
This feature requires a PM – Insights license to activate.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Admins will be able to create snapshot metrics showing real-time running totals that are essential for live performance monitoring. Snapshot metrics may consist of one or more components but will not be tied to specific dates.
This feature requires a PM – Insights license to activate.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Coaches will be able to manage coaching sessions directly from the PM (Native) app without switching to the Coaching app.
This feature requires a PM – Act license to activate.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The PM (Native) app's Left-nav menu will be reorganized. Items will be grouped by module - Insights, Gamification, Coaching, Desktop Discovery, or Data Management - to make navigation more intuitive and provide clear visibility into PM (Native) offerings.
Insights and Data Management require a PM – Insights license to activate.
Gamification and Coaching require a PM – Act license to activate.
Enable the Desktop Discovery license (Data Collection / Desktop Discovery Advanced) to view Desktop Discovery pages in the PM (Native) app.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Supervisors and managers can track the awards given and received during a specific period of time.
This feature requires a PM – Act license to activate.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The Game Breakdown graph will provide a glimpse into a game's effectiveness. Gamification admins will be able to compare player achievements to past performances and adjust game settings as needed to improve results.
This feature requires a PM – Act license to activate.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Users will soon have access to a new Dashboard quick link in CXone Mpower Agent. This feature will allow users to quickly check their performance, ranking, and progress in real time and during their shifts. They will also be able to compare their performance with their peers, encouraging healthy competition.
This feature requires a PM – Insights license to activate.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Users will soon see a new Marketplace quick link in their CXone Mpower Agent application. This feature will allow users to redeem virtual coins during their shifts, enhancing their satisfaction and engagement at work.
This feature requires a PM – Act license to activate.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will soon be able to see the Average Quality Score at all times while scoring a call. No need to scroll back to check the score — the score bar will now remain fixed at the bottom of the Evaluation Form as you navigate through it. This will make scoring smoother and more efficient for you.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
You will soon be able to edit your comments on evaluations — no need to delete and start over just to fix a typo or update your feedback. With the right permissions, you will simply hover over a comment and choose to Edit or Delete it. Your ability to edit or delete comments in evaluations depends on your permissions. If you have Edit Own access, you can only change comments in evaluations you created. If you have Edit All access, you can update or remove comments in any evaluation you can view. Additionally, if an evaluation was done on the wrong form, you will be able to delete it — regardless of its status (draft, submitted, or appealed), you will have the flexibility to remove it from multiple areas in My Zone. These updates will make it easier to keep your evaluations clean, accurate, and up to date. This feature is supported only for users with the Quality Management Advanced license.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will soon see a small but helpful change in My Zone. The Tasks tab will be renamed to Evaluation Tasks to make its purpose clearer and easier to understand. The page title and URL will also reflect this update. No impact to the user interface — just a smoother experience when navigating to your evaluation tasks.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will soon experience a more inclusive and user-friendly navigation for everyone — including users with disabilities.
What’s changing:
These improvements align with WCAG 2.1 AA standards, ensuring accessibility, ease of use, and intuitive navigation for everyone.
This feature is supported only for users with the Quality Management Advanced license.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Quality Managers will be able to conduct a deeper dive into Calibration variances per Calibration at every level so they can better manage their Evaluators. Users will be able to drill into Calibration sessions to see variance by participant and question making the management of Calibrations much easier.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Search by Contact End Reason will let users filter and view interactions based on how each contact ended. A new column and filter will be added to Interaction Search will make it easier to find and analyze specific call outcomes.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The upcoming release of ScreenAgent Manager will introduce several new features and improvements:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, the Recording Policy supports up to 15 URLs or applications in the Deny List. In this release, the limit will be increased to 100, giving administrators more flexibility to manage which sites and applications are excluded from recording.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Real-Time Interaction Guidance
Real-Time Interaction Guidance will be available in UK sovereign cloud configurations.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Copilot for Agents will soon be available for third-party telephony systems supported by Engagement Hub. In this release, Cisco will be the first telephony system to support it. You will be able to set rules that guide how agents receive real-time help during calls. This solution will be built on the Engagement Hub recording platform and will require CTI and Media integration, even if no call recording occurs.
For more details, select the Copilot for Agents filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, Microsoft Teams voice calls are recorded in stereo by default. In this release, customers will be able to choose between stereo or mono recording based on their license, giving them more flexibility to match audio quality with business needs and cost.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
A new visual indicator will display the connection status of third-party telephony systems and interfaces. This will help administrators and support teams to quickly identify and resolve connectivity issues before they affect service.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
CXone Mpower will be officially certified to work with Avaya 10.2 systems. This will ensure smooth setup and reliable performance for customers using the latest Avaya release.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Customers will be able to record calls from the Alvaria Aspect Dialer using Avaya SIPREC. This will expand compatibility and allow continued use of existing dialer setups.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Reporting will be available in South Africa.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to use a new API to access data from the Activity Audit report. That report data includes general activity data from your CXone Mpower system. For example, you will be able to pull data on username changes during a specific time period. The API will support a maximum date range of 7 days. It will only retrieve data that is at least 24 hours old. It will return data for all the products you've purchased. There will be no limit to how many data points one request can return.
Documentation for this API will be available on the developer portal.
| 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 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 |
SmartReach termination codes will appear as dispositions in CXone Mpower. This will ensure consistent reporting across platforms and avoid data mismatches. Agents won’t notice any changes; termination codes will look and work the same as dispositions. The unified ACD skill management in the ACD application will help you reduce setup time and training needs.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Non-blended SmartReach skills will let agents focus only on outbound calls without being interrupted by inbound traffic. This will improve productivity and pacing for outbound teams.
You will be able to turn blending on or off at the skill level, allowing you to mix blended and non-blended skills based on operational needs. This mirrors Personal Connection functionality and will help reduce training effort.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Preview dialing will let agents view contact details before making a call. This will help lead to better conversations, higher conversion rates, and stronger compliance. This release will introduce initial support for preview dialing with SmartReach, aligning with the core Personal Connection workflow. Additional capabilities will be introduced in future releases. This phased approach will reduce training and migration challenges while providing greater outreach flexibility.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The URLs that open when you select a Studio action and press F1 will be updated. They will launch a help page for the selected action with the new URL for the CXone Mpower Help Center (help.nicecxone.com).
Web or Desktop Studio |
Web only |
Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The action properties pane will have a new section called Result Branches. When you select an action, the Result Branches section will display fields for all possible branch conditions for that action. You will be able to:
Web or Desktop Studio |
Web only |
Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to see who last made a change to a script. The name will be available on the Scripts page in a new Modified By column.
Web or Desktop Studio |
Web only |
Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, selecting a variable in the Variables list in the trace output window shows you the last action that modified the value of that variable. In this release, you will be able to see a list of all actions in the script that modify the value of that variable. This will allow you to more easily track a variable's values through the script.
Web or Desktop Studio |
Web only |
Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The script canvas will remember the settings from the last time you opened that script. The next time you open the script, the canvas will open to the same location and with the same level of zoom. This will make it easier to pick up your work from where you left off the last time.
Web or Desktop Studio |
Web only |
Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
When searching by script name on the Scripts page, search results will begin to appear as you type. The results will update automatically as you add or remove characters from the search term. You will not need to press enter to begin the search.
Web or Desktop Studio |
Web only |
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.
Web or Desktop Studio |
Both |
Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to configure routing attributes in digital scripts. Routing attributes are a bullseye routing method. A new property will be added to the digital REQAGENT and UPDATE CONTACT actions. You will be able to select a routing attribute to apply to the interaction when the script runs. This will allow you to further customize the routing of digital interactions to agents.
Web or Desktop Studio |
Both |
Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
This release will bring new updates to improve accessibility. These changes will continue to align with WCAG 2.2 standards.
The enhancements will further improve the experience for:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Real-Time Third-Party Telephony support will be extended to Genesys, allowing supervisors to seamlessly voice monitor and screen monitor agents who are using Genesys telephony system.
In addition, a new View Type toggle, visible only in blended environments, will be added to allow supervisors to easily switch visibility between OCR agents & Third-Party Telephony agents.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new Contacts in Queue panel will be added to the Skills Tab. It will display a detailed breakdown of all contacts waiting in the queue for the selected skill, helping supervisors effectively manage and prioritize queue load.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Routing attribute details will be added to contacts, giving supervisors deeper insight into how contacts are routed and enabling more informed oversight.
These details will appear in:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The Performance Monitoring navigation option will be renamed to Quality Performance to ensure consistency with recent terminology updates.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
This release will have several enhancements to the Topic AI Editor to improve usability, accuracy, and regional availability. These updates will help organizations better align AI models with their business needs and improve the precision of call summaries and analytics.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to turn the Launch Topic AI Editor permission on or off to access the application via AI Studio.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Topic AI Editor will be available for IAA customers in the UAE. Cross-region Bedrock services hosted in Frankfurt (DE) will be leveraged to support this functionality.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
You will be able to manually enrich tuned models using your own data such as sample utterances or transcripts to improve classification accuracy. Note: Historical data reprocessing will not be supported.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new Other category will be added to improve classification of unmatched intents and actions.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, version 11 of Transcription is in a controlled release. In this release, it will be generally available. Version 11 improves accuracy, expands the list of supported languages, and will support custom vocabulary options. Note that version 11 of this engine will support a single option for English instead of North American and International English.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Transcription will support six additional languages:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Custom vocabulary configurations will be available for all languages that Transcription supports.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
You will be able to display transcripts from voice interactions in CXone Mpower Agent Suite applications. The transcript will be visible to the agent in real time. This will make transcripts available to agents who do not have access to Copilot for Agents or AutoSummary.
Your Studio scripts will require the CONTINUOUS TRANSCRIPTION action to set up this option. Additionally, a new permission will be added. The permission will need to be assigned to agents to enable the display of transcripts for them. This feature will require the purchase of a separate license.
For more details, select the Agent filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
You will be able to export transcripts to third-party platforms such as a CRM. Export will be available for voice and digital interaction transcripts.
Your Studio scripts will require the CONTINUOUS TRANSCRIPTION and CONFIGURE TRANSCRIPT SUBSCRIPTION actions to set up this option. This feature will require the purchase of a separate license.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Using CXone Mpower Voice Biometrics, you will be able to provide voice biometric authentication for live agents, IVRs, and interactions handled by virtual agents. This will increase your options for authenticating contacts on voice channels.
During live agent interactions, a separate window will open in CXone Mpower Agent applications. Agents will use the new window to handle voice biometric enrollment and authentication. Configuring voice biometric authentication for IVRs and virtual agents will require custom scripting.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR 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.
This feature previously directed you to select the AI Studio filter for more details. Now it says to select the Topic AI Editor on the top right for more details.
This section describes product changes that were included in the initial coming soon announcement and have since been removed from this release. These will not be part of the 25.4 release but may be part of a future release.
Digital Experience will integrate with Interactions Hub to enhance the management of sensitive data. This update will help identify and protect the anonymity of contacts and interactions. This will include message content as well as any attachments. This will also improve how GDPR (General Data Protection regulation) requests are handled. Applications such as Agent, Quality Management, Supervisor, will be able to search for digital messages, agents, contacts, and interactions more easily through Interactions Hub. This will improve data security and provide more control over data storage policies.
Digital skills will support the Priority Management While in Queue field, just like other ACD skill types. To make priority limits consistent, the Maximum Priority will default to 1000 for all skill types. You will now be able to manage priority for digital skills directly from ACD Skills, instead of completing configurations in multiple places. This will make the setup process easier.
For now, you will still be able to view and configure Filtered case priority in Routing Queues, but it's recommended to use the ACD skills page or Studio scripting instead.