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This page shows the products and features currently planned for the 26.1 release cycle, which begins on 5 February 2026 and ends when the next release begins, which is currently targeted for 2 April 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.
You will be able to use divisions to securely isolate data within your Contact Center system. Divisions will allow you to use one Contact Center tenant for multiple clients, brands, or lines of business (LOBs) and keep their data separate and private. At the same time, you will be able to manage all divisions centrally through the Admin application.
Divisions will provide the following benefits:
When divisions are configured in your system, you will create divisions for each LOB or brand. Each division will act as a logical container that will group resources such as agents, ACD skills, teams, and Studio scripts, and keep them separate from the resources in other divisions. Agents and other users assigned to one division will only be able to access data within their assigned division.
In this release, divisions will only be available for new customers. In a future release, existing customers will be able to configure divisions in their Contact Center systems. Additionally, in this release, not all applications will have support for divisions in place. However, in future releases, divisions will work across all Contact Center applications.
The following limitations apply to divisions in this release:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
Several items in the navigation menu will be reorganized or renamed. These changes impact the list of apps in the app selector (level 1), along with items within several apps (level 2). This update will make the organization more intuitive and better reflect apps and features that relate to each other.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Conversations will be a new app available inside Contact Center. It will allow Contact Center users to message other users one-on-one and in groups. Conversations will allow users to collaborate quickly and effectively to resolve issues.
To enable Conversations, you will turn on a permission in Admin.
Conversations will also be available inside Contact Center Agent applications. For more details, select the Agent filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Real-Time Routing Rules in Contact Center will let you create and adjust routing rules in real time without editing Studio scripts. This application will be accessible from a new area called Routing Center. This will make routing configuration easier for people who are not technical experts or skilled at scripting. The app will help you respond quickly to changing contact center conditions. It will allow you to configure rules based on live queue statistics. These will include data such as queue depth, available agents, and time in queue.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
In this release, you will have access to the ML Model tool in Cxone AI Studio, which will allow you to create, train, and deploy machine learning models without needing advanced data science expertise. You will be able to use this tool to leverage CXone data to predict customer behaviors, optimize business processes, and improve decision-making. You will be able to:
Whether you want to predict customer churn, detect fraud, or forecast engagement, ML Model will give you the flexibility to design models tailored to your unique business needs.
This tool will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
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.
Noise Cancellation will be available for use with CXone Mpower Agent, Agent Embedded, Agent for Microsoft Teams, and Agent for SCV. To enable it for one of these agent applications, you will need to contact your Contact Center Account Representative. Agents using CXone Mpower Agent, Agent Embedded, or Agent for Microsoft Teams will then need to add the Agent Noise Cancellation Extension.
If your agents use Agent for SCV, you will need to enable the Noise Cancellation tab for them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
A new agent application called Unified ServiceNow Agent will be available. It will embed Contact Center voice interaction capabilities inside the ServiceNow interface. Unified ServiceNow Agent will:
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
In this release, you will be able to use Actions in multiple languages, including Latin American Spanish, European Spanish, European Portuguese, Dutch, and German. You will be able to interact through natural language conversations, receive AI-powered emails, view textual insights in the conversational panel, and access comparative insights in Followed Charts with simplified chart titles for easier navigation.
Actions will automatically be able to detect your browser language, translate menus and dashboards, and allow you to ask questions and receive responses in your preferred language. Data formats, insights, charts, and exports will be fully localized, and emails will be generated with grammar checks in your browser language.
For the expanded language support feature, this release will not include IA metrics such as contact reason and outcome, Desktop Discovery questions, Workforce Management (WFM) questions, translation of historical chats, or any functionality related to Knowledge Generation and the Observability Dashboard.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, Actions will expand the industry benchmarking feature to include Automatic Call Distributor ( ACD) metrics. This enhancement will allow you to compare your contact center operational performance against industry benchmarks for key ACD metrics.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to use Actions to include Workforce Management (WFM) data in your conversations. This enhancement will allow contact center managers to get quick and accurate insights without having to navigate multiple dashboards. You will be able to ask natural language questions about key WFM metrics such as Adherence, Service Level Agreement (SLA), Average Speed of Answer (ASA), and Staffing.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, Actions will introduce a new feature called Augmentation Opportunity. This tool will help you identify historical interaction data to detect calls with unusually long AHT and highlight the main factors contributing to these outliers. It will then recommend specific actions, such as identifying agents who take longer to answer calls compared to their peers. It will also guide you on topics for new knowledge base content to help agents resolve issues faster and highlight intents where Copilot can provide real-time assistance during live interactions. You will be able to:
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to create self-service workflows directly from the Automation Opportunity chart or the conversational panel using transcripts powered by NLU. This feature will let you transform automation opportunities into actionable workflows without leaving the Actions interface. You can create, access, and manage workflows—view completed workflows, check versions, rename, or delete them.
You will also be able to publish workflows to Cognigy AI and Omilia, enabling integration with your conversational AI platforms. This ensures that automation opportunities identified in Actions can be converted into practical solutions efficiently.
This feature will be available only to tenants with an IA Advanced or IA Premium license. Additionally, to publish to Cognigy AI, tenants will require a Cognigy AI license.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will find the Actions application under the Data and Analytics section in the left menu. The CX Management section will be removed entirely from the navigation.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, the Observability Dashboard is introducing the new Rules Engine dashboard for advanced statistics and analytics. In the dashboard, you will see the rule name or ID that triggers each Copilot for Agents element, whether it comes from standard features like Null, Copilot, or from the Rules Engine. You will also be able to view and report on rule invocation frequency, helping you gain actionable insights into which rules are most effective for automation and AI-driven workflows.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, the Observability Dashboard will introduce the Transcript Overview dashboard under the Copilot tab. In this dashboard, you will be able to view all call transcripts, including customer and agent utterances, generative suggestions, task suggestions, rules, and AutoSummary—each with a timestamp during the call.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to use the Observability Dashboard to automate export through secure API endpoints. You will be able to integrate seamlessly with external systems, apply filters, and export data in a standard CSV format. This will help you streamline data handling and improve efficiency across your workflows.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, the settings on the Account Settings page will be reorganized into a series of tabs. This will organize the settings, making it easier to find what you’re looking for.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, the Contact Center login page is split in half. One side is the login form where users enter their credentials. The other side is the marketing panel where NiCE displays promotional materials. In this release, you will be able to enable or disable the marketing panel from the Account Settings page.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Users will be able to launch 3rd party apps from the My Profile page. This will simplify their day-to-day activities, since they will be able to conveniently stay in Contact Center to open other apps. Administrators with the Admin > Account Settings > Edit permission will be able to set up the external links. After setting up a link in the Admin application, all users can access it in a new Additional Applications tab on their My Profile page.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Employee templates let you create assign sets of preconfigured settings for your employee accounts. In this release, you will be able to assign ACD skills and divisions with these templates.
For more information on divisions, select Global Changes in the top right filter.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, desktop profiles are in controlled release. In this release, they will be generally available.
Desktop profiles will allow you to customize the agent experience using:
In future releases, additional settings will be added to desktop profiles.
You will be able to access desktop profiles by navigating to Agent Integrations > Desktop Profiles. After you create and configure desktop profiles, you will be able to assign them to teams of agents.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Conversations will be a new app available inside Agent. It will allow agents to message supervisors and other agents without leaving the agent application. Agents will be able to chat one-on-one and in groups. Conversations will allow agents to collaborate quickly and effectively to resolve customer issues.
To enable Conversations for agents, you will turn on a setting in their desktop profile.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agent will support divisions. If divisions are enabled, agents will only be able to access employees, teams, and skills in that division. Agents will also select a skill when starting a new outbound SMS or WhatsApp message. This will align with outbound calling. If divisions are not enabled, they'll select a digital point of contact for outbound SMS and WhatsApp. This is the current experience.
In this release, divisions are available to new customers only. For more details, select the Global Changes filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
CXone Mpower Desk unifies customer data, interaction history, and workflows into a single, intelligent workspace directly inside the agent application. In this release, Desk users will see improved visibility into customer history, streamlined agent tasks, and simplifie d management of customer data. New features will include:
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
In this release, CXone Mpower Enhanced Customer Card will include these features:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The following changes will be made to the voice interaction experience in Agent:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the approval workflow experience for digital channels in Agent:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
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 toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new Quick Responses page will be available in the ACD application. It will replace the current Quick Responses and Rich Messages pages. The quick responses you configure there will appear in Agent. You will be able to assign those quick responses to skills as well as digital points of contact. Agent will be able to display more than 1000 of these new quick responses.
For more details, select the ACD filter on the top right.
| Customer Request | ✓ | UI Change | ✖ ✓ |
Availability | CR On toggle |
You will be able to give certain agents extra after-contact work (ACW) time for calls, voicemails, and work items. This will be useful for agents with accessibility requirements.
For more details, select the ACD filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, agents can attach files that are up to 40 MB each. In this release, they will be able to attach files that are up to 100 MB each. The size limit for all the files attached to a digital message or email will also be 100 MB. So, agents will be able to attach one 100 MB file, or two 50 MB files, and so on. However, some digital channels may have lower size limits. If they do, the message or email will fail to send. Agents will receive an error message about file size.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The following enhancements will be made to align Agent with WCAG 2.2 AA standards:
Accessibility testing will only be performed on desktop, not mobile.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, the voice authentication interface appears in a new browser tab. In this release, it will appear inside Agent as a custom workspace. This will be a more convenient, integrated location.
For more details, select the Voice Biometric Authentication filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Agents will be able to click inline images in emails to preview them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
New will be removed from the Status drop-down on the Interactions tab in Search. Agents cannot change the status of an interaction to New.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agent will be available in the US East (NA3) region.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
One-way context switching will be available in agent apps built for Microsoft Dynamics using the Agent SDK. When agents open a session in Microsoft Dynamics, the matching interaction will open in the agent application.
Session indicators will be available for the other direction. When agents open an interaction in the agent application, 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 toggle |
You will be able to configure session templates to only open for inbound interactions. You will do this by setting a new custom parameter, inboundOnlySession, to true while configuring the channel provider. This will prevent too many sessions from opening.
This feature will apply to voice interactions, digital interactions, voicemails, and work items. It will only work in Microsoft Dynamics CIF v2.0.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Automatic Create workflows, Manual Create workflows, and data memorialization will use the name of the agent handling the interaction instead of the authenticated system user. The Salesforce field Assigned To will show the name of the actual agent. This will increase the accuracy of reporting.
The Created By and Modified By fields will still show the authenticated system user until a future release.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
To access Agent for Salesforce, agents will need the Agent Integrations employee profile attribute. If an agent does not have this attribute, they will receive an error message when they try to launch Agent for Salesforce.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to see their Agent for Salesforce state next to the Phone option in the bottom toolbar of Salesforce. This will make it easier to check their status at a glance while navigating around Salesforce. This will only apply when they're logged in to Agent for Salesforce.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, desktop profiles are in controlled release. In this release, they will be generally available.
Desktop profiles will allow you to customize the agent experience using:
In future releases, additional settings will be added to desktop profiles.
You will be able to access desktop profiles by navigating to Agent Integrations > Desktop Profiles. After you create and configure desktop profiles, you will be able to assign them to teams of agents.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Conversations will be a new app available inside Agent Embedded. It will allow agents to message supervisors and other agents without leaving the agent application. Agents will be able to chat one-on-one and in groups. Conversations will allow agents to collaborate quickly and effectively to resolve customer issues.
To enable Conversations for agents, you will turn on a setting in their desktop profile.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agent Embedded will support divisions. If divisions are enabled, agents will only be able to access employees, teams, and skills in that division. Agents will also select a skill when starting a new outbound SMS or WhatsApp message. This will align with outbound calling. If divisions are not enabled, they'll select a digital point of contact for outbound SMS and WhatsApp. This is the current experience.
In this release, divisions are available to new customers only. For more details, select the Global Changes filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
CXone Mpower Desk unifies customer data, interaction history, and workflows into a single, intelligent workspace directly inside the agent application. In this release, Desk users will see improved visibility into customer history, streamlined agent tasks, and simplified management of customer data. New features will include:
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
In this release, CXone Mpower Enhanced Customer Card will include these features:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The following changes will be made to the voice interaction experience in Agent Embedded:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the approval workflow experience for digital channels in Agent Embedded:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
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 toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new Quick Responses page will be available in the ACD application. It will replace the current Quick Responses and Rich Messages pages. The quick responses you configure there will appear in Agent Embedded. You will be able to assign those quick responses to skills as well as digital points of contact. Agent Embedded will be able to display more than 1000 of these new quick responses.
For more details, select the ACD filter on the top right.
| Customer Request | ✓ | UI Change | ✖ ✓ |
Availability | CR On toggle |
You will be able to give certain agents extra after-contact work (ACW) time for calls, voicemails, and work items. This will be useful for agents with accessibility requirements.
For more details, select the ACD filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, agents can attach files that are up to 40 MB each. In this release, they will be able to attach files that are up to 100 MB each. The size limit for all the files attached to a digital message or email will also be 100 MB. So, agents will be able to attach one 100 MB file, or two 50 MB files, and so on. However, some digital channels may have lower size limits. If they do, the message or email will fail to send. Agents will receive an error message about file size.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The following enhancements will be made to align Agent Embedded with WCAG 2.2 AA standards:
Accessibility testing will only be performed on desktop, not mobile.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, the voice authentication interface appears in a new browser tab. In this release, it will appear inside Agent Embedded as a custom workspace. This will be a more convenient, integrated location.
For more details, select the Voice Biometric Authentication filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Agents will be able to click inline images in emails to preview them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
New will be removed from the Status drop-down on the Interactions tab in Search. Agents cannot change the status of an interaction to New.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agent Embedded will be available in the US East (NA3) region.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
One-way context switching will be available in agent apps built for Microsoft Dynamics using the Agent SDK. When agents open a session in Microsoft Dynamics, the matching interaction will open in the agent application.
Session indicators will be available for the other direction. When agents open an interaction in the agent application, 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 toggle |
Currently, desktop profiles are in controlled release. In this release, they will be generally available.
Desktop profiles will allow you to customize the agent experience using:
In future releases, additional settings will be added to desktop profiles.
You will be able to access desktop profiles by navigating to Agent Integrations > Desktop Profiles. After you create and configure desktop profiles, you will be able to assign them to teams of agents.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Conversations will be a new app available inside Agent for Microsoft Teams. It will allow agents to message supervisors and other agents without leaving the agent application. Agents will be able to chat one-on-one and in groups. Conversations will allow agents to collaborate quickly and effectively to resolve customer issues.
To enable Conversations for agents, you will turn on a setting in their desktop profile.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agent for Microsoft Teams will support divisions. If divisions are enabled, agents will only be able to access employees, teams, and skills in that division. Agents will also select a skill when starting a new outbound SMS or WhatsApp message. This will align with outbound calling. If divisions are not enabled, they'll select a digital point of contact for outbound SMS and WhatsApp. This is the current experience.
In this release, divisions are available to new customers only. For more details, select the Global Changes filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
CXone Mpower Desk unifies customer data, interaction history, and workflows into a single, intelligent workspace directly inside the agent application. In this release, Desk users will see improved visibility into customer history, streamlined agent tasks, and simplified management of customer data. New features will include:
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
In this release, CXone Mpower Enhanced Customer Card will include these features:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The following changes will be made to the voice interaction experience in Agent for Microsoft Teams:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the approval workflow experience for digital channels in Agent for Microsoft Teams:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
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 toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new Quick Responses page will be available in the ACD application. It will replace the current Quick Responses and Rich Messages pages. The quick responses you configure there will appear in Agent for Microsoft Teams. You will be able to assign those quick responses to skills as well as digital points of contact. Agent for Microsoft Teams will be able to display more than 1000 of these new quick responses.
For more details, select the ACD filter on the top right.
| Customer Request | ✓ | UI Change | ✖ ✓ |
Availability | CR On toggle |
You will be able to give certain agents extra after-contact work (ACW) time for calls, voicemails, and work items. This will be useful for agents with accessibility requirements.
For more details, select the ACD filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, agents can attach files that are up to 40 MB each. In this release, they will be able to attach files that are up to 100 MB each. The size limit for all the files attached to a digital message or email will also be 100 MB. So, agents will be able to attach one 100 MB file, or two 50 MB files, and so on. However, some digital channels may have lower size limits. If they do, the message or email will fail to send. Agents will receive an error message about file size.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The following enhancements will be made to align Agent for Microsoft Teams with WCAG 2.2 AA standards:
Accessibility testing will only be performed on desktop, not mobile.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, the voice authentication interface appears in a new browser tab. In this release, it will appear inside Agent for Microsoft Teams as a custom workspace. This will be a more convenient, integrated location.
For more details, select the Voice Biometric Authentication filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Agents will be able to click inline images in emails to preview them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
New will be removed from the Status drop-down on the Interactions tab in Search. Agents cannot change the status of an interaction to New.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agent for Microsoft Teams will be available in the US East (NA3) region.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
One-way context switching will be available in agent apps built for Microsoft Dynamics using the Agent SDK. When agents open a session in Microsoft Dynamics, the matching interaction will open in the agent application.
Session indicators will be available for the other direction. When agents open an interaction in the agent application, 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 toggle |
Currently, agents cannot transfer callbacks in Agent for SCV. In this release, they will be able to transfer callbacks to agents, skills, queues, and external numbers. Full call context will be maintained.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Transcripts will be generated for refused and abandoned calls. This will help preserve valuable customer utterances that occur during IVR or queue time, allowing you to gain insights from missed interactions. You will be able to view these transcripts directly within the associated Voice Call record in Salesforce. When no speech is captured, placeholder text will be shown.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, desktop profiles are in controlled release. In this release, they will be generally available.
Desktop profiles will allow you to customize the agent experience using:
In future releases, additional settings will be added to desktop profiles.
You will be able to access desktop profiles by navigating to Agent Integrations > Desktop Profiles. After you create and configure desktop profiles, you will be able to assign them to teams of agents.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Conversations will be a new app available inside Agent Integrated. It will allow agents to message supervisors and other agents without leaving the agent application. Agents will be able to chat one-on-one and in groups. Conversations will allow agents to collaborate quickly and effectively to resolve customer issues.
To enable Conversations for agents, you will turn on a setting in their desktop profile.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agent Integrated will support divisions. If divisions are enabled, agents will only be able to access employees, teams, and skills in that division. Agents will also select a skill when starting a new outbound SMS or WhatsApp message. This will align with outbound calling. If divisions are not enabled, they'll select a digital point of contact for outbound SMS and WhatsApp. This is the current experience.
In this release, divisions are available to new customers only. For more details, select the Global Changes filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
CXone Mpower Desk unifies customer data, interaction history, and workflows into a single, intelligent workspace directly inside the agent application. In this release, Desk users will see improved visibility into customer history, streamlined agent tasks, and simplified management of customer data. New features will include:
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
In this release, CXone Mpower Enhanced Customer Card will include these features:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The following changes will be made to the voice interaction experience in Agent Integrated:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the approval workflow experience for digital channels in Agent Integrated:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
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 toggle |
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new Quick Responses page will be available in the ACD application. It will replace the current Quick Responses and Rich Messages pages. The quick responses you configure there will appear in Agent Integrated. You will be able to assign those quick responses to skills as well as digital points of contact. Agent Integrated will be able to display more than 1000 of these new quick responses.
For more details, select the ACD filter on the top right.
| Customer Request | ✓ | UI Change | ✖ ✓ |
Availability | CR On toggle |
You will be able to give certain agents extra after-contact work (ACW) time for calls, voicemails, and work items. This will be useful for agents with accessibility requirements.
For more details, select the ACD filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, agents can attach files that are up to 40 MB each. In this release, they will be able to attach files that are up to 100 MB each. The size limit for all the files attached to a digital message or email will also be 100 MB. So, agents will be able to attach one 100 MB file, or two 50 MB files, and so on. However, some digital channels may have lower size limits. If they do, the message or email will fail to send. Agents will receive an error message about file size.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The following enhancements will be made to align Agent Integrated with WCAG 2.2 AA standards:
Accessibility testing will only be performed on desktop, not mobile.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, the voice authentication interface appears in a new browser tab. In this release, it will appear inside Agent Integrated as a custom workspace. This will be a more convenient, integrated location.
For more details, select the Voice Biometric Authentication filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
Agents will be able to click inline images in emails to preview them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
New will be removed from the Status drop-down on the Interactions tab in Search. Agents cannot change the status of an interaction to New.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agent Integrated will be available in the US East (NA3) region.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
One-way context switching will be available in agent apps built for Microsoft Dynamics using the Agent SDK. When agents open a session in Microsoft Dynamics, the matching interaction will open in the agent application.
Session indicators will be available for the other direction. When agents open an interaction in the agent application, 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 toggle |
You will be able to configure after contact work (ACW) settings for individual agents. This is a set amount of time at the end of an interaction, allowing the agent time to complete tasks like entering notes.
Several agent APIs will include the following new fields:
The following APIs will be updated to version 34 and support these new fields:
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V34 | Availability | GA On deploy |
You will be able to create GDPR_DELETION data policies with POST /policies. In the Contact Center UI, this type of policy is called Data Erasure.
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
The following APIs will support divisions. If divisions are enabled for your tenant, the data these APIs can access will be available according to an identifier like divisionId or divisionNo. For more details about divisions, select the Global Changes filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Breaking Change | ✖ | Impacted Versions | V34 | Availability | GA On toggle |
Currently, the GET /hours-of-operation and GET /hours-of-operation/{hoursOfOperationProfileId} APIs only support access tokens for authentication. In this release, these two APIs will also accept service tokens. This will improve flexibility and allow service-to-service authentication.
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
Currently, if a message from a digital channel is denied in CXone Mpower Agent, the submitting agent does not get a reason. In this release,a new API will let you add rejection notes when denying a draft and retrieve draft history. This will give agents clear feedback on why a draft was rejected and improve visibility in the approval process. It will reduce the need for side communication. Agents will access these notes and draft history directly through the API for compliance and audit purposes.
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
The Screen Interaction APIs will allow each agent start up to 10 screen recordings at a time. This will support scenarios when agents work on multiple digital channels simultaneously and need each session to be recorded.
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
A new error type will be added to the Screen Interaction APIs, indicating that ScreenAgent is not connected. This will improve error handling and visibility when troubleshooting.
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
You will have three new APIs to help manage and access voiceprints in Voice Biometrics Hub:
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | CR On deploy |
For more details, select the Business Continuity Plan filter on the top right.
A new API will help you map entities between your primary tenant and BCP tenant. This will be especially useful if you already created entities (like users or skills) in your BCP tenant before enabling BCP sync. Without correlation, the sync process could create duplicates or fail due to conflicts. With this new API, you will be able to provide the correct mappings up front, ensuring a smooth sync and preventing duplication.
| Customer Request | ✖ | UI Change | ✓ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
A new API will provide real-time access to feedback data from Feedback Management surveys. It will eliminate delays from batch processing and support integration with external systems. This will allow faster data retrieval and improve scalability. The new endpoints will be documented in the CXone Developer Portal. The existing API will remain available for backward compatibility.
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
Currently, agents are unable to transfer calls to another agent’s voicemail if that agent is logged out. This limitation creates a gap in service, because callers cannot leave messages for unavailable agents. In this release, agents will be able to transfer calls directly to the voicemail of offline agents. This will help ensure important messages are delivered even when real-time handoff is not possible, improving the caller experience. You will be able to enable or disable this feature at the agent level.
This feature will only be only available with Attendant Plus.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
In this release, Autopilot will be available for Sovereign Cloud configurations in Australia Sovereign Cloud (AUSov), FedRAMP, and UK Sovereign Cloud (UKSov). This expansion ensures that customers operating in these regions can leverage Autopilot capabilities while meeting compliance and security requirements specific to their environments.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, you will be able to retry AutoSummary if it times out and cannot generate a summary. When AutoSummary times out, the Notes field will become editable, and a Retry button will appear. You will be able to click Retry up to three times to fetch the summary again. If the retry succeeds, the Notes field will be updated with the new summary and the Retry button will disappear. If all retries fail, you will be able to see a message saying, “We cannot retrieve the summary right now" and you can continue typing your notes manually.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to use Copilot and AutoSummary in the Australia Sovereign Cloud to meet local security and compliance requirements for public sector and healthcare environments. As part of this enhancement, you will have access to AutoSummary, within the Australia Sovereign setup.
This release will focus on Copilot without knowledge or actions. Features like Knowledge Hub, CXone Mpower Agents (Task Assist/ Bot Builder), and Autopilot Knowledge will be introduced in future updates.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, you will be able to use Copilot for Engagement Hub with third-party ACDs like Avaya or Cisco, even if your contact center does not use CXone Mpower.
You will be able to log in to your ACD and then to Copilot, which will provide real-time summaries, sentiment analysis, and guidance during calls. After each call, you will be able to review and edit summaries, and Copilot will generate an AutoSummary for quick review. You will also have access to Observability Dashboard to track usage and performance.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Business Continuity Plan provides a secondary Contact Center system as a backup. You can switch to the backup system to keep your contact center running during an emergency, like an outage or regional failure.
In this release, Business Continuity Plan will be generally available.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
To ensure that your BCP tenant stays up to date, you can sync data from your primary to BCP tenant. This also prevents you from manually managing two tenants. However, not everything from your primary system can be synced.
In this release, dispositions, hours of operation, and voice points of contact will be able to sync.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
A dashboard will let you monitor data that syncs from your primary to BCP system. It will also let you manually retry a sync if it fails.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, all user accounts sync to the BCP tenant. This means that when BCP is enabled, all users can access the BCP tenant. It also means that administrators cannot log in to the BCP tenant unless BCP is enabled, or if they have a unique account on the BCP tenant.
In this release, you will be able to specify which user accounts you want to sync to the BCP tenant and the type of access that each user has:
Access will be given to each individual employee. You will be able to do so in the employee bulk upload template, or a new BCP tab in employee profiles.
If you already have BCP enabled and set up, all of your employees will automatically have no access by default. This means you will need to give access to your desired users after this update becomes available in your tenant.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new API will help you map entities between your primary tenant and BCP tenant. This will be especially useful if you already created entities (like users or skills) in your BCP tenant before enabling BCP sync. Without correlation, the sync process could create duplicates or fail due to conflicts. With this new API, you will be able to provide the correct mappings up front, ensuring a smooth sync and preventing duplication.
| Customer Request | ✖ | UI Change | ✓ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
Cloud Storage Services will be available in the US East (NA3) region.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, you will be able to elevate customer experience as Cognigy AI becomes fully integrated with the CXone platform. This integration unlocks advanced capabilities for delivering exceptional, agentic, multimodal experiences across voice and digital channels.
Manage all your conversational AI solutions in one unified environment—simplifying workflows, accelerating innovation, and enabling end-to-end automation that fully resolves customer needs.
Bring Cognigy AI closer to your customers by deploying in specific regions to reduce latency, deliver lightning-fast experiences, and scale effortlessly for different geographies—all while managing access, billing, reporting, and development within CXone.
Deliver intelligent voice experiences with real-time interactions for instant information sharing and smooth agent handoffs. With Cognigy Voice AI Agents, conduct empathetic, human-like conversations that scale and handle complex tasks such as, re-bookings, payments, and status updates without agent intervention.
Launch AI-powered chat experiences via Virtual Agent Hub across web chat, WhatsApp, SMS Messaging, and more—enriched with rich media and Adaptive Cards for interactive journeys. Customers can start on one channel and continue on another without losing context, ensuring a seamless omnichannel experience.
Manage Cognigy AI directly through User Hub for streamlined role management and environment control.
Traditional IVR systems often frustrate customers with long menus and extended wait times. For example, a customer calling a logistics company to locate a package faces a 12-minute wait and multiple menu options before reaching an agent.
By implementing a Cognigy AI agent, the logistics company replaces the standard IVR with an intelligent, conversational experience. Instead of waiting in line, customers interact instantly with an AI agent that understands natural language and resolves queries in real time.
Agentic AI allows Cognigy AI agents to think, adapt, and act independently without knowing the exact next step – grounded in your enterprise knowledge and governed by your business rules. It means they are better able to address compound or complex customer needs while leveraging built-in memory to tailor each conversation to the specific customer. Agentic AI agents can seamlessly hand off and coordinate with other AI agents behind the scenes, determining what steps are needed to resolve customer issues effectively. Additionally, customers can interact across multiple channels seamlessly starting a conversation on one channel and continuing on another without losing context.
Customer Need: Locate a package after receiving a delivery notification.
Old Experience: Navigate IVR menus → Wait 12 minutes → Speak to an agent.
New Experience:
The implementation of Conversational AI delivers measurable results: wait times drop and can be near-instant resolution, ensuring customers get answers without frustration. Customer satisfaction soars thanks to personalized, natural interactions that feel effortless. At the same time, businesses gain greater operational efficiency, as fewer calls need to be routed to human agents—freeing up resources and reducing costs.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, Cognigy AI will be introduced as the new workflow engine for Agent Copilot Task Assist. You will be able to trigger workflows defined in Cognigy AI through Virtual Agent Hub, with support for both single-step and multi-step workflows.
When you select a workflow, you will be able to view an Adaptive Card prefilled with contextual data, which you will be able to edit and execute effortlessly. As an admin, you will be able to define and publish workflows directly in Cognigy AI and map them to Copilot Task Assist profiles using the same process you followed with respect to Bot Builder. You will also be able to manage field mappings for pre-fill, add descriptions, and control workflow visibility in the Copilot user interface, without any changes to the existing admin interface in phase 1.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, you will be able to create and manage Copilot Elements through a new Admin Interface. This feature will let you add, edit, duplicate, activate, or deactivate elements such as Text Cards and decision tree element. You will also be able to define Copilot Rules to control when these elements appear, set priorities, and reorder rules easily.
To ensure transparency, you will have access to an Audit History that tracks all changes and allows you to run reports for specific date ranges. These enhancements will give you greater flexibility to customize agent workflows, improve productivity, and maintain full control over configurations.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The Conversational Panel will support English, Brazilian Portuguese, and French for all data, insights, and error messages. You will be able to view information in your preferred supported language based on your browser locale settings. The responses to your queries will be provided in the same language as your questions.
If your browser locale is configured to a language that isn't English, Brazilian Portuguese, or French, the system will display a message indicating that the selected language is not supported.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
You will have access to 12 additional prebuilt reports on the Reports page of the Dashboard application.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
New tenants will be able to segment data by tenant to support BPO use cases. ACD and QM Dashboards, as well as prebuilt reports, will display data filtered by division, making it easier to manage visibility and control across your organization.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will get a simpler way to manage your reports. A new Favorites tab will let you quickly access the reports you use most.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to subscribe to reports and set delivery schedules. You can choose how often reports are sent, pick delivery times, and add subscribers. You will also be able to edit or delete subscriptions for full control.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
We will introduce improvements to accessibility that follow WCAG 2.2 AA specifications. These updates will make colors easier to see, improve keyboard navigation, and support screen readers. This will help meet accessibility standards and make the dashboard easier for everyone to use.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Dashboards will provide tailored views for each role. Agents will see their own metrics, supervisors will view team performance, and managers will track organizational trends. This feature will require an Insights PM license.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The new Quality Management Advanced AI Usage report will provide visibility into how Auto Score and Evaluation Summary are used under Quality Management Advanced AI. It will include daily aggregated data, sortable tables, and export options for deeper insights.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to track the status of all coaching sessions in one place. This feature will show whether a session is in draft, awaiting acknowledgment, completed, overdue, scheduled, assigned, or expired. You will also be able to filter by coaching type, behavior, status, and focus area. These options will help you monitor overdue sessions, follow up on pending acknowledgments, and keep your coaching records accurate.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Desktop Discovery Client will send the agent’s activity, such as the application being used, in real-time, to the WFM IEX application. This will allow managers to verify in real time whether agents adhere to their WFM-planned shift tasks.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The Desktop Discovery Client will be certified on the specific VDIs.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The users will be able to drill down to the team level and view the configurations applied to each Desktop Discovery Client.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
A new Data Share view will associate Desktop Discovery data with the corresponding Contact ID. Customers who have purchased CXone Data Share will be able to access this view, allowing them to consume desktop activity data linked to a specific call or chat.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
A new Log Uploading section will be added to the client configuration. This feature will allow the NiCE Internal Support team to troubleshoot issues more effectively. See Configuration Update section.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, priority management is configured differently for digital skills than other ACD skill types. Digital skills can use digital scripting or routing queue filters to configure priority management. Meanwhile, ACD skills use the Priority Management While in Queue field for all other Media Types besides Digital.
In this release, the Priority Management While in Queue field will be available in digital skills, just like in 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.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
Digital Experience services will be available in South Africa and the US East Region.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
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. It will also improve how GDPR (General Data Protection regulation) requests are handled. This update will include message content as well as any attachments. 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.
For more details, select the Interactions Hub filter on the top right.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, if a message from a digital channel is denied in CXone Mpower Agent, the submitting agent does not get a reason. In this release, a new API will let you add rejection notes when denying a draft and retrieve draft history. This will give agents clear feedback on why a draft was rejected and improve visibility in the approval process. It will reduce the need for side communication. Agents will access these notes and draft history directly through the API for compliance and audit purposes.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to export contacts and messages with a limit of 100,000 rows per export. This will prevent performance issues and long wait times caused by exporting very large datasets. You will be able to see faster export times and receive only the first 100,000 filtered records when you run an export.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
You will be able to restrict user data visibility to only the divisions they are authorized to view. This will enhance data security and compliance by ensuring users can access only the information relevant to their assigned divisions. In this release, divisions are available to new customers only.
For more details, select the Global Changes filter on the top right.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, Microsoft custom SMTP mail servers use OAuth 2.0 for authentication with CXone Mpower. In this release, CXone Email will support integration with Microsoft 365 through the Microsoft Graph API. This update will be supported for both inbound and outbound email. It will replace older protocols, improve reliability, and eliminate issues with OAuth limitations. It will also ensure faster and more secure email workflows.
You'll need help from your Contact Center Account Representative to configure these updates. You will also need to enter updated credentials to authenticate your custom SMTP server.
If you do not use a Microsoft custom SMTP email server, this change does not affect you.
Support for inbound emails will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to add or change the display name for your custom SMTP email server. This will be possible from the CXone Email Edit settings.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
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 toggle |
You will be able to send Form messages to contacts even if their device doesn't support rich content. If the Form message cannot be delivered in its original format, the system will send a fallback message. This fallback message will include a URL that lets contacts open the form in a web browser. This offers an alternative experience, so your messages reach everyone, including users on MacOS or older iOS and iPadOS versions. You won't have to worry about compatibility issues for Form messages.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Currently, CXone Mpower supports WhatsApp Business message templates only with numeric values. In this release, your approved WhatsApp Business message templates with name-type variables in the message body will also be visible CXone Mpower. This will let you personalize messages with details like a contact’s name or an agent’s department. All message template setup happens in the WhatsApp Business Manager, not in CXone Mpower. All templates also go through WhatsApp's approval process. After templates are created and approved by WhatsApp, agents can view and select them to send to contacts.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The following Meta channels will be available for Sovereign cloud configurations in Australia and the EU:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
You will be able to use the redesigned digital Chat interface as the default for all new channels. This will make adopting the new UI easier and prevent delays from custom CSS changes on the old interface. You will see the new design applied automatically when you create a channel. You will be able to disable the new UI, if you prefer to use the old design. A message will display to alert you to the change and give instructions for keeping the old design.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The Mobile SDK will support sending chat transcripts by email. The options menu will let contacts choose from several options, including Send a Transcript. When they choose this option, they will need to enter their email. The platform will send their chat transcript as text in the email body.
This is an existing feature of DX chat that will expand to the Mobile SDK. You can set it up for either Live Chat or Chat Messaging channels. If you used the default UI module (CXoneChatUI), you will need to update the SDK to version 3.2.0 when it becomes available. If you used your own UI, your developers will need to integrate this feature from the SDK on their own.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
ESP will be available for deployment in the UK Public Cloud for NiCE WFM (IEX) customers. The configuration will support scalability, resiliency, and regional compliance. UK English will be supported.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
You will be able to automatically mask personally identifiable information (PII) in survey comments using AWS Comprehend entity detection. This will protect customer data and meet GDPR and CCPA requirements. Text comments will still display, but any sensitive details will be replaced with tags like [EMAIL] or [PHONE]. This way, the context stays clear while private information is hidden.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to translate survey comments with Amazon Translate. This option will keep all data inside the NiCE ecosystem for Sovereign Cloud Configurations and FedRAMP compliance. Google translation remains available.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The pages used to manage tagging groups and monitor tag instances in Feedback Management will be redesigned. This will make it simpler to set up, monitor, and maintain text analytics tagging. The redesign will include streamlined layouts to improve usability for both professional services teams managing tagging configuration, and administrators monitoring tagging activity.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A new native text analytics engine will be available for Sovereign Cloud Configurations and FedRAMP environments. It will keep all data within the NiCE ecosystem. This will help deliver secure topic and sentiment analysis to meet strict compliance requirements.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A new API will provide real-time access to survey feedback data. It will eliminate delays from batch processing and support integration with external systems. This will allow faster data retrieval and improve scalability. The new endpoints will be documented in the CXone Developer Portal. The existing API will remain available for backward compatibility.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
In this release, you will be able to use variables inside prompts. A new Configuration tab will be introduced where you can enter test values for these variables. This feature will be supported only for Final Summary and KB Answers prompts.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will see profiles in the GenAI Prompt Editor sorted alphabetically (A–Z) instead of by creation date. This means you can quickly scan the list and find the profile you need, especially if you manage multiple profiles in your tenant.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, you can set only one default profile. In this release, you can create multiple default profiles in the GenAI Prompt Editor to support different teams or use cases.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to remove guide templates automatically when creating rules in Guide Admin. This action will remove templates based on rules even after a page has loaded. This will be useful if conditions change after you have loaded a page with a guide.
You can choose to remove one specific template or all templates at once. You will be able to find this feature in Guide Admin by creating a new rule - Guide Admin → Rules → New Rule + and selecting the Remove Guide Template action under Actions or by editing an existing rule.
This feature can be enabled without downtime, and existing template actions will remain unchanged.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, the Guide Widget cached pre-chat form data by default. With this release, you can now control whether the pre-chat form caches data in the browser. A new initialization flag allows you to enable or disable caching. When caching is disabled, end users must re-enter pre-chat information for each new chat session.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Integration Hub will be available in the FedRAMP and US East regions.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Integration Hub connectors will support AWS Sigv4. This will allow you to set up AWS-specific integrations. When creating the connector, you will be able to select this as your Media Type, ensuring that AWS accepts your authentication credentials.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
IA will be able to process interactions in Welsh. This update will not include localization of UI text into Welsh, just the ability to process transcripts in the language. The following IA features and filters will not be supported for Welsh interactions:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
The IA API will support tenant segmentation. This will enable you to restrict user data visibility in the IA API to only the divisions they are authorized to view. This will enhance data security and compliance. It will ensure users can access only the information relevant to their assigned divisions. You will be able to see IA API responses that include both the divisionId and the division name, providing clearer context for segmented data. In this release, divisions are available to new customers only.
For more details, select the Global Changes filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Various enhancements will be made to make IA more accessible. This update will affect UI and functionalities across the following areas of IA:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The post-call transcription used by IA will be upgraded to use Transcription v11. This upgrade will increase the accuracy of transcription and expand the list of supported languages to include those supported for Continuous Stream Transcription.
For more details, select the Transcription filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On toggle |
You will be able to push search interaction results from IA directly to Analytics Hub as a new Topic AI corpus. This will make creating and managing corpora faster and easier. This will eliminate manual data collection. It will also enable more efficient workflows for users with Analytics Advanced or Analytics Premium licenses and Admin permissions. You will see a new Push to Corpus option in the search and workspace menus. You will use a modal to name your corpus and start the push. This will let you submit up to 10,000 sample segment IDs to the Topic AI API in one step, all within a familiar interface.
For more details, select the Topic AI Editor filter on the top right.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Starting from the coming release, all customers will gain access to a new Data Policies trial experience. This experience will allow you to create one additional policy alongside unlimited use of the Data Erasure policy. Customers will be able to explore how data policies automate their work and get hands-on experience before upgrading to a full license.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to create Data Erasure policies using a public API. This will allow full automation of GDPR compliance and integration with your internal systems.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Policy criteria will support business data fields of type Date. You will be able to filter interactions by date using operators such as equals, greater than, less than, and between for precise searches.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Policy criteria will include Skills as an option. You will be able to apply compliance actions to interactions based on specific skills, such as outbound sales or loan delivery.
This feature will be available for all policy types except Data Erasure.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
In this release, you will be able to work with multi-modal content in Knowledge Hub, including images, PDFs, Excel, CSV, and document formats such as .doc, .pptx, and .txt. If your knowledge articles are embedded with images, tables, etc. or you have documents attached to your articles, GenAI will now be able to answer questions based on these media types and files, ensuring Copilot and Autopilot can extract and utilize data from multiple sources for comprehensive and accurate responses.
Additionally, you can access and share attached content—such as images and PDFs—directly through Copilot for Agents, making these resources searchable and retrievable during interactions. Copilot includes links to attached content in its answers and displays thumbnail previews within Knowledge Hub responses. If an image has a publicly accessible URL, Copilot can render it as a thumbnail. You can share these resources with customers either by sending the asset directly or by providing its public link.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to connect your AWS Q Business (Q-Index) knowledge base directly to Knowledge Hub without duplicating data or storing it in Contact Center. This integration will let you use your Amazon Q Business Q-Index as a primary knowledge source. You will configure Q-Index as a knowledge source in Knowledge Hub, and Copilot and Autopilot will retrieve answers from your AWS Q Business-managed vector database without requiring data migration.
In the Knowledge Hub user interface, you will be able to select the source type such as Ingest Content into Knowledge Hub or Connect Amazon Q Business (Q-Index). When you select Connect Amazon Q Business, you will need to configure settings specific to your Amazon Q Business application, including Application ID, Retriever ID, Access Resource Name, Application Location, and IDC location. Copilot profiles will also be able to support filters and max results similar to current configurations.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to use your own RAG solution as a knowledge source instead of relying only on Knowledge Hub. Currently, Copilot and Autopilot pull answers from the Knowledge Hub . With this feature, you will be able to connect to your own RAG system like your own home-built RAG or some third-party RAG through API integration. As part of this enhancement, in the Copilot for Agents Profile, you will see a dropdown menu with three options: Knowledge Hub, Bring Your Own RAG – Retrieve, and Bring Your Own RAG – Retrieve & Generate. This means you can integrate external knowledge systems without migrating data into the Knowledge Hub.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Knowledge Hub ingests and stores knowledge from the knowledge source of your choice. In this release, Knowledge Hub will support Business Optix knowledge source.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, Knowledge Hub will help you make Copilot and Autopilot responses more accurate and conversational. Currently, when you ask a question with multiple possible answers, Copilot and Autopilot guess or show all answers at once. With this update, Copilot and Autopilot will be able to detect ambiguity in your question, ask a clarifying question, for example, “Did you mean X or Y?”, and use your response to deliver the most relevant answer. This will ensures your agents and customers get clear, accurate, and context-aware answers.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
A new simplified pager interface will be introduced in Migrated Interactions Search. The pager shows your current page and includes Previous, Next, and First Page buttons. Data loads incrementally, showing 500 entries per page, for faster performance.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
A single CXone tenant will support two Avaya telephony systems with DMCC recording.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
A new FedRAMP-compliant region will be available to support onboarding of customers with FedRAMP requirements.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to use Engagement Hub with the latest Cisco UCCE and UCCX version 15.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to onboard and record calls for enterprise tenants with up to 10,000 concurrent calls using new Large and Very Large system tiers.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Avaya recorded interactions will display ANI (Automatic Number Identification) and DNIS (Dialed Number Identification Service) fields in the Interactions UI and event messages, bringing Avaya in line with Cisco and Genesys integrations.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to test network connectivity for all IP addresses in a third-party telephony interface with a new button in the admin UI.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
CXone Recording will display a warning if you enter an Avaya extension for a recording account that is not included in the TSAPI interface’s monitored device group.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following tools under Monitoring Gateway will become generally available:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to favorite tenants in the list of tenants. This will help you quickly find tenants that you frequently manage.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Supervisors will be able to give awards in real-time using the Live Monitoring Screen in the Supervisor app. Provide immediate recognition for successful call handling, exceptional performance, or other positive behaviors.
This feature requires a PM – Act license to activate.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
PM (Native) pages and widgets will support keyboard navigation. ARIA tags will be added for screen readers, and many accessibility issues will be fixed.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The Metrics, Objectives, Data Management, and Gamification pages will be redesigned. The interface will be simplified, and you will notice consistent design elements throughout the app. The updated look and feel will make PM (Native) easier to use and improve the user experience.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The group Assign Tool will be redesigned to simplify group assignments. You will enjoy a more intuitive experience when selecting groups (Teams, Agents etc.) on the Metrics, Objectives, Data Management, and Gamification pages.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Personal Connection's disposition mapping logic will function with higher accuracy. This update will add a new system disposition value: 103 - Temporarily Unavailable.
This change will ensure that temporary call failures are not misclassified as permanent. It will also prevent valid phone numbers from being incorrectly removed from dialing campaigns. As a result, contact rates and reporting accuracy will improve.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Auto Score is being introduced as a core capability in Quality Management. It will be available in 26.1 as part of CXone Mpower Quality Management Advanced GenAI, a paid add-on to Quality Management Advanced (consumption pricing). It will leverage the power of the Contact Center suite together with AI Studio to deliver automated scoring and deep performance insights.
It will use GenAI technology to automatically evaluate interactions based on the scoring the user defines. The result is consistent evaluation at scale and full visibility into agent performance.
With Auto Score, you will:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to calibrate evaluations completed on a CRM ticket in Quality Management. This enhancement will help your evaluators review and align scores for tickets that already have evaluations, making your quality process more accurate and reliable. To calibrate, click the three-dot menu next to the ticket, you want to calibrate and choose whether to calibrate the form or the evaluation. After selecting Calibration, you will proceed to schedule it.
This feature will remove the current limitation where calibration is only possible for tickets without evaluations, you will have full flexibility to calibrate any ticket, improving consistency and scoring accuracy across your team.
This feature will be available for users with any of the Quality Management licenses.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will see a new section in the evaluation summary called Evaluator Insights. This new section will summarize the comments an evaluator has placed into the question level comment areas. As a Supervisor, you will be able to view the summarized comments made by evaluators that justify their answers for each question. In the event this section does not appear in an Evaluation Summary, it is because the Evaluator did not put comments in any of the question level comment areas.
You will have better visibility into the reasoning behind evaluation scores, making it easier to understand and coach your agents effectively.
This feature will be available for users with the Quality Management Advanced and GenAI licenses.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to generate a single, consolidated summary from multiple evaluation forms. This will you a clearer picture of agent performance and work for both Evaluations and Tickets. Each summary will be saved as a separate version. You will be able to switch between versions and see which evaluations were included.
You will get a clear, holistic view of performance across multiple interactions, making coaching and decision-making faster and more effective.
This feature will be available for users with the Quality Management Advanced and GenAI licenses.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Evaluations in Quality Management will become easier and more efficient with the new Auto-Save feature. No more manual saving or reopening drafts. Auto-Save will automatically save your evaluation progress every 60 seconds while you work helping prevent data loss and saving time, and the status remains as New only. This enhancement improves efficiency and prevents data loss during evaluation activities. Auto-Save will store your progress but will not make it visible to others until you submit the evaluation.
While in progress, your evaluation will not appear in:
The status will change only when the user submits the evaluation or clicks on Save As Draft.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will soon be able to view and edit evaluations in draft before they are submitted. This will help you validate scoring and ensure accuracy without waiting for completion.
Your ability to view, edit or delete drafts depends on your permissions. If you have Edit access, you can edit draft evaluations. If you have Delete access, you can remove draft evaluations.
You will validate evaluations early, reduce errors, and maintain credibility in scoring - making your quality process more accurate and efficient.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to filter by evaluation form in Quality Performance. This will give you a clear view of how agents and teams perform on specific forms. You can now use a new filter option to select an evaluation form from a dropdown list. The view will display the average score for all evaluations on the selected form and the total number of evaluations completed for that form. Additionally, you can drill down from an agent’s name to see only evaluations for the selected form.
You will quickly understand performance by form whether for individual agents, your team, or across multiple teams without opening each evaluation manually.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to select multiple Focus Areas and Behaviors when creating or editing a coaching session in Contact Center Coaching. This update will give you more flexibility, help you document agent development needs accurately, and better reflect real-world coaching conversations. Selected values will appear clearly as tags or a comma-separated list, and you will be able to add or remove selections easily making the experience simple and intuitive.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Tenant data segmentation will be introduced through a new license, to enable secure data segregation across lines of business for users. Teams and skills will be assigned to Divisions, interactions will be tagged automatically. Search, Playback, and Screen Monitoring will only show users the data for their allowed Divisions. For more details, select the Global Changes filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, up to 50 business data fields and data extract are supported. In this release, up to 250 business data fields will be supported per tenant. In addition a new type of business data field, Date, will be supported. Users can search and select the fields to display in Interactions Search. Playback, Recording Policies and Data Extraction will all support this feature.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On toggle |
Users will be able to retrieve recoded media from long-term storage directly from the Interactions and Migrated Calls' Search grids. Retrieval is available to users assigned the Admin/Long-term file Retrieval permission.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
New Analytics Data Privacy permissions will be introduced to Roles & Permission in Interactions Hub Permissions. This will allow you to select and exclude specific data types it from the Interactions Search.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
With the new Advanced ScreenAgent solution, for customers who purchase the Screen Recording Advanced license, you will get:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Customers who purchase the Screen Recording Advanced license will be able to update ScreenAgent settings from ScreenAgent Manager without visiting the machine. You will be able to change resolution, frame rate, and connectivity modes from a distance. This will save time and remove the need for reinstalling or manual updates.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
A new option to stop recording will be available in the Agent app with a button click. This feature will allow agents to control recording during CXone ACD calls. Clicking the button will stop the call recording.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The API will allow customers to initiate up to 10 screen recordings. This will support scenarios when an agent works on multiple digital channels simultaneously and needs each session to be recorded.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
A new error type will be introduced for screen recording when the ScreenAgent is not connected. This enhancement will improve error handling and visibility for troubleshooting. See Screen Interaction Recording APIs.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Recording Policy Settings will include a new option to update dispositions on all segments of complex calls.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The Recording Policy page will move to a new design framework. The updated interface will have a modern look, better usability, and easier navigation for managing recording policies.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
When you download a WAV file from the Player, the file will include the .wav extension for easy playback.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Reporting files will move to Cloud Storage to improve security.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Reporting will be available in the US East region.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Report queuing will be available for data download reports in all regions. When you run a data download report, you will be offered the option to have the report emailed to you. If you select that option, the report will be queued. Without report queuing, high volumes of scheduled data download reports can time out during processing. With report queuing, scheduled reports will enter a queue and run successively. This will help reports run more smoothly at high volume times, like at the end of a month or quarter.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
The Contact History report will include digital interaction data. This will provide a complete look at all the interactions in your contact center. You will be able to select Digital in the Media Type filter. The report will then display contact details, transcripts, recordings, and other data for digital interactions.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Report queuing will be available for custom reports in all regions. When you run a data download report, you will be offered the option to have the report emailed to you. If you select that option, the report will be queued. Without report queuing, high volumes of scheduled custom reports can time out during processing. With report queuing, scheduled reports will enter a queue and run successively. This will help 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 |
The algorithm that tracks the dependency order of actions and objects in Studio will be adjusted. Currently, the order that the algorithm uses can cause errors that don't appear to be valid. In this release, improvements to the algorithm will prevent these errors.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, when you save a script, Studio does not check to see if another script with the same name already exists. This can result in the new script overwriting an existing one. In this release, Studio will check and warn you if a script with the same name already exists. You will have the option to overwrite the script or cancel the save.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Support for using relative paths when linking to files will be added to the SPAWN, RUNSCRIPT, and RESKILL actions. Support for absolute paths will be added to the EMAIL and CONCATWAV actions.
| Web or Desktop Studio | Both | Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, when you start multiple traces at the same time, they all open in different windows. In this release, the traces will open in separate tabs of a single window. This will make it more convenient to work with more than one trace at a time.
| Web or Desktop Studio | Both | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Watchlists are lists of variables you want to track when running a script trace. In this release, you will be able to download watchlists as JSON files and then upload them to another script. You will also be able to create a default watchlist that applies to all scripts you run traces on. These changes will make working with watchlists more convenient.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
Currently, to create a new prompt you must open the sequence editor using an action such as PLAY. In this release, you will be able to create a prompt by clicking a button on the Prompts page.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
A search bar will be added to the Prompts and Grammars pages. This will allow you to search for files by name on either page.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The shape of API and flow control actions will be changed. Currently, both types of actions are rectangles with rounded corners. In this release, API actions will be changed to larger rectangles that display API-specific details. Flow control actions will be changed to a pill shape. This includes WAIT, STOP, LOOP, IF, FOR, and CASE.
These changes will make it easier to read scripts by making it easier to identify API actions at a glance.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Improvements will be made to how actions appear on the script canvas and to action editors. In previous releases, improvements were made to action editors, such as containing the editor in the canvas window with the option to pop it out. In this release, these improvements will be added to more actions.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The ability to manage the script development lifecycle within Studio will be generally available. This will allow you to create a structure of development workflow stages that correspond to your organization's processes, such as development, testing, and production. Each stage will be associated with a folder, where scripts in that stage will be stored.
Studio users will be able to promote scripts from one level to the next and to copy scripts from higher levels down to lower ones. You will be able to assign permissions to Studio users to control which levels each user can promote to.
If you used the script management option while it was in controlled release, the following feature will be new in this release: You will be able to copy scripts from one folder to another in bulk.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Studio will support divisions for script development workflow management. You will be able to create separate development workflows for each division. Studio users will only have access to scripts within the division they're assigned to, and then only the scripts in the folders they have permissions to view.
In this release, divisions are only available for new customers. For more details about divisions, select the Global Changes filter on the top right.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
A new Studio action called START VOICEBIO AUDIO will be available for use with voice biometric authentication for IVR or virtual agents. The new action will allow you to stream audio from the beginning of the call to use for authenticating or enrolling the contact.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
Studio will be available in the US East (NA3) region.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✖ | Availability | CR On deploy |
A new Give Award action will empower you to instantly recognize and reward agents for outstanding performance during live calls. You will be able to reward agents directly from the Live Monitoring Agent grid or the Monitoring screen, providing immediate positive feedback to agents. The Give Award action will be logged in the Activity Audit log for tracking purposes, and agents will receive real-time notifications when awards are granted.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
You will be able to view all routing attributes assigned to a given contact directly within the Contact Card, addressing the earlier restriction of showing only a single attribute per contact. This visibility of multiple routing attributes will be available only for Voice contacts to provide clearer insight into routing logic.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
As part of our continued efforts to improve Supervisor accessibility, additional enhancements will be introduced to further align with WCAG 2.2 standards.
These enhancements include:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to customize your Live Monitoring grid for a more personalized and efficient way to view your data.
These customizations include:
Your grid layout preferences will be saved and reinstated automatically.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new addition to Supervisor One-Stop Shop, Auto Score Dashboard for Quality Management will be introduced.
It will bring all your team scorecards together in one place, giving you a clear view of behaviors, insights, and trends of your agents.
You will be able to drill down instantly from teams to agents and individual interactions with one click.
Each score will include transcript excerpts and GenAI reasoning, so you will always have the full context behind every result.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The new Export to PDF option will replace the existing Print feature in the Activity Log panel. With this update, you will be able to export all available records in a single PDF file. This means the current limitation of exporting only two hundred logs at a time will be removed.
This enhancement applies to customers not using the Unified Working States Model and is part of our ongoing effort to improve accessibility and provide a more seamless experience.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
To streamline and enhance your experience, following new updates will be introduced to the AI Studio application in the upcoming release:
These changes are designed to provide a more intuitive, secure, and flexible experience for users managing AI-driven topics and analytics.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Admin users will be able to apply a filter in IA Search, and the system will automatically select a random set of interactions matching that filter to create a new Topic AI Collection. This feature will simplify the process of creating Topic AI Collections from search results This will make it easier to build and manage collections for advanced analytics and AI insights.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Topic AI will be enhanced to support creating collections with up to 40,000 interactions, an increase from the current 10,000 interaction limit. This upgrade will allow users to train stronger, better-performing models, thus increasing their accuracy. This will make it easier to support advanced analytics and AI projects.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Users will be able to create, rename, restore or remove top-level intent and action categories, allowing for more tailored model tuning. This feature will be beneficial for customers outside the currently supported verticals, giving them the flexibility to add new categories and tailor models to their business needs.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new ready-to-use Utilities model will soon be available in Topic AI, to cater to organizations in this sector.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, Transcription has a post-call transcription mode that provides a complete transcript at the end of the interaction. This mode is currently only used by Interaction Analytics. In this release, post-call transcription will be upgraded to use Transcription v11. The upgrade will increase the accuracy of transcription and expand the list of supported languages to include those supported for Continuous Stream Transcription.
| Customer Request | ✓ | UI Change | ✖ ✓ |
Availability | CR On toggle |
Transcription will provide confidence scores at the word and utterance level. Confidence scores indicate how certain the transcription engine is in its accuracy. The scores will be included in the transcription metadata but will only surface if the application that uses Transcription is configured to do so. Confidence scores are available for real-time and post-call transcription.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
The Interim Results option will be removed from the Transcription profile Configuration page in Transcription Hub. This option allowed you to have Transcription display transcript results and refine them in real time. It will be removed because it is no longer supported.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Transcription will be available in the US East (NA3) region and in Australia sovereign cloud configurations.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Fabric Connect will let you use the Equinix Fabric for voice traffic. This will let you route voice calls over a secure, global, high-performance network instead of the public internet. The Fabric provides high reliability, lower latency, and advanced security. Additionally, it’s an affordable option and quick to set up, even for enterprise organizations. You will need to set up a connection with the Equinix Fabric. After doing so, you can choose bandwidth options between 50 Mbps - 10 Gbps. To improve the performance of your voice calls with Fabric Connect, reach out to your Account Representative.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Currently, audio for voice biometric authentication with an IVR or virtual agent is captured and sent to the authentication provider. In this release, you will be able to use a new Studio action called START VOICEBIO AUDIO to stream audio. You will be able to use the streaming audio to authenticate the caller.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Voice Biometrics user interface will be moved to the CXone Mpower Agent custom workspace. This will make it more convenient for agents to use voice biometric authentication with their contacts.
For more details, select the Agent filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Forecast, Schedule Manager, and Intraday views will incorporate cognitive load for agents handling concurrent chats for the Premium WFM License. This update will make staffing simulations and requirements more realistic, enhancing your planning to meet SLA (Service Level Agreement) and ASA (Average Speed of Answer) in multi-contact chat environments.
Currently, simulations assume that agents can handle concurrent chats in a purely numeric way, without reflecting the mental effort and performance impact of juggling multiple conversations. This can lead to overly optimistic SLA and ASA predictions and staffing plans that don’t fully match real-life agent capacity.
In this release, the scheduling engine will factor cognitive load into how concurrent chats are modeled. The simulation will adjust contact end times and capacity based on the number of chats an agent is handling, resulting in more accurate SLA and ASA predictions when chat concurrency is in use.
This will help you better understand the true staffing needed for concurrent chat workloads and create plans that more closely align with actual agent performance and customer experience.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Schedule Manager page will include a visual separator to help you distinguish between days when scrolling across midnight. This update will enhance navigation and reduce the risk of editing or scheduling on the incorrect 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 separation 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 Blazing Fast Simulator in CXone WFM will provide a clearer view of how many multi-skilled agents you actually need to meet your service goals. This will help you plan staffing more precisely, so schedules align with real-world workload, skill mix, and business targets.
Currently, it can be difficult to translate forecasted demand into the right mix and number of multi-skilled agents. Planners often have to make assumptions outside the tool, which can lead to over- or understaffing and misalignment with service level, ASA, occupancy, and shrinkage goals.
In this release, the simulator will break down staffing requirements from a workforce perspective, showing how many agents are needed across skills and skill combinations to meet your performance targets. You’ll see more realistic requirements that take multi-skill usage into account, making it easier to validate plans, adjust hiring and training, and ensure that workforce plans track to your operational objectives.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
The Adjust Forecast Flow upon saving will allow you to update the forecast even after schedules are generated. Once saved, your changes will automatically be reflected across Schedule Manager, Intraday, and Staffing Metrics, with no additional steps required.
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 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 |
The Intraday Manager screen will include a Daily AHT value alongside the existing TTI AHT displayed only for CXone ACD with TTI enabled. This update will provide real-time visibility into daily Average Handle Time (AHT), 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 |
The My Zone and Schedule Manager page will handle full-day time-off requests using a consistent deduction logic. This will provide a standard, accurate method for deducting full-day time off, regardless of whether the request is submitted by an agent or a manager.
Currently, full-day time off is deducted differently depending on who submits the request. Manager-submitted requests can be treated as a full 24-hour day, while agent-submitted requests may use the shift length and activity code configuration. This inconsistency can lead to confusion and inaccurate time-off balances.
In this release, full-day time-off requests will follow the same deduction logic for both agents and managers. The system will apply a clear, standardized rule so that full-day time off is calculated consistently. This will improve accuracy, reduce the need for manual corrections, and enable you to better manage time-off balances.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agent schedule requests will remain in Pending status even when the schedule is modified before the request is approved. This update will help reduce unnecessary discarded requests and rework for agents.
Currently, if an agent submits a schedule request and the schedule is updated before the request is approved, the request will move from Pending to Discarded status. This behavior will cause valid requests to be lost, forcing agents to resubmit, which creates extra work and a bad user experience.
In this release, if a manager modifies the schedule and the request remains valid (for example, adding, removing, or editing an in-office activity), it can be approved without requiring a new request. Any request that becomes invalid after the modification will be discarded.
This will improve consistency, reduce rework, and help you manage agent schedule changes more efficiently.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This feature is only available with the WFM Advanced license.
The My Zone experience will support auto-approval rules for In-Office activities, including breaks, lunches, meetings, training, and other on-site events. This update will expedite responses to everyday schedule changes, enhance the agent experience, and reduce the manual approval workload for managers. Activities associated with Out-of-Office codes, such as extra hours, are not eligible for auto-approval.
Currently, in-office activity changes (add, edit, or remove) require manual approval from managers, even when they do not negatively impact staffing. This creates extra administrative work and delays feedback to agents, especially in large teams where these requests are frequent.
In this release, you’ll configure approval rules that allow in-office activities to be automatically approved when rule conditions are met, including net staffing thresholds and other criteria. Requests submitted from My Zone that meet these criteria will be automatically approved, with schedules updated and notifications sent to agents and managers.
This will help you handle high volumes of in-office schedule changes more efficiently while still ensuring adequate staffing needs are met.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The Time-Off Planning Rules configuration will provide more flexibility in calculating and deducting time off. This update will introduce options for standardizing day length for time-off planning, giving managers greater control over how absences impact balances.
Currently, the system validates agent time off against their balance using the maximum daily rule. Because agents can have multiple daily rules and different shift lengths, the system picks the maximum shift value when determining a full-day time off.
In this release, you’ll choose how to define the length of a full day's time-off, either by using the Maximum Daily Rule or by specifying a defined FTE (Full-Time Equivalent) value. Additionally, the selected option will be used to calculate the agent's time-off balance.
This will help you standardize time-off calculations and make time-off planning more flexible and independent from scheduling rules.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The CXone WFM experience will no longer display the EM module link or related permissions for Contact Center users. Features such as Trades, Time Off, Shift Bidding, and Self-Service are now fully managed within WFM configuration, making the EM module unnecessary for these workflows. Removing access to the EM module eliminates outdated configuration paths and reduces confusion.
Currently, the EM module remained visible to Contact Center users even though it no longer served an active purpose, which could lead users to outdated or irrelevant settings.
In this release, the EM module will continue to support IEX Integrated customers until its end-of-support date in 2026, after which it will be fully removed from the CXone WFM experience.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The time-off rules configuration will support multiple activities within a single rule. This update will streamline rule creation and centralize configuration in one intuitive workspace, making time-off management simpler, faster, and more efficient.
Currently, time-off rules are limited to one scheduling unit and one activity code, which restricts flexibility and increases administrative overhead. This limitation makes it harder to align policies with organizational, regional, or legal requirements.
In this release, you’ll define a time-off rule for a specific time-off period and assign it to one scheduling unit. Each rule can include one or more activities. All configurations will be visible briefly, ensuring a simplified time-off administration process.
This enhancement will reduce setup time and provide you with greater control over time-off policies, while maintaining data integrity and visibility.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The Simplified Time Off Summary view will include an agent filter, allowing you to quickly find time-off information for specific agents. This update will reduce scrolling and make it faster to locate the details you need across all pages.
Currently, the search field on this page only searches within the current page. When you need to review time off for a particular agent, you may have to browse through multiple pages or scroll extensively, which slows down reviews and makes it harder to respond quickly to queries about individual agents.
In this release, the page will add an agent filter and update the existing search behavior to work with that filter, returning accurate results across all pages. The agent search will display results that match the selected agent, providing a direct way to navigate the relevant records.
This will streamline how you navigate large agent lists, save time when managing time off, and make it easier to answer agent- or supervisor-specific questions.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The CXone Dashboard will display WFM reports with enhanced, visual dashboards. This update will give you more intuitive access to workforce insights and simplify the analysis of key WFM metrics in one place.
Currently, WFM reports are available under the Reporting application, using traditional tabular views and a separate navigation path. This can make it harder to quickly visualize trends, compare metrics, and keep WFM data aligned with other CXone dashboards.
In this release, WFM reports, including Adherence, Intraday Manager, and Time Utilization, will be available as prebuilt reports within the CXone Dashboard experience, utilizing the same underlying data but with enhanced visualizations and filtering options.
You’ll be able to view dashboards created through the Metrics option, displayed according to the user's selected time zone, alongside other CXone dashboards. This improves usability, visibility into agent time allocation and performance, and helps supervisors make better-informed scheduling and operational decisions.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Adherence BI Report and RTA Export will exclude adherence calculations for agents after they are deactivated. This improves reporting accuracy by ensuring that only schedules from the agent’s active period remain in the report. Any planned schedules for future dates (starting from the date of deactivation) will be removed.
Currently, when agents are deactivated, their future schedules (if already published) continue to appear in the Adherence Report as Out of Adherence because no activity occurs against the planned schedule. This behavior impacts adherence statistics and reporting accuracy.
In this release, adherence will only be calculated for the period when an agent is active. From the agent’s deactivation time forward, adherence will continue to be reported for the period when they were active but will not include any future dates. Future schedules for deactivated agents will be automatically removed from the report, starting from the end of the last assigned activity or shift on the day of deactivation.
If an agent is deactivated and then reactivated before midnight UTC, the WFM Manager will need to recreate and republish the agent’s schedules.
These changes will keep adherence data aligned with the actual active workforce and reduce the need for manual schedule maintenance.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
The Schedule Manager export will include activity comments in the CSV file. This update will surface additional context about scheduled activities directly in exported schedules, improving clarity for anyone reviewing or analyzing them outside the application.
Currently, when you export schedules from Schedule Manager, comments added to individual activities are not included in the exported CSV file. This limits visibility into the purpose or details of each scheduled activity outside the application.
In this release, a new Activity Comments field will be added to the Schedule Manager CSV export. Comments entered within scheduled activities will be included for both the SU Schedule and Agent Schedule export options.
This will provide clearer visibility into the intent and details of scheduled activities, enhance collaboration among teams reviewing exports, and improve the accuracy and transparency of schedule reporting and analysis.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The Schedule Manager will preserve the full length of approved full-day PTO when you regenerate or update schedules. This update will keep time-off entries consistent with the original request and reduce the need for manual corrections after schedule changes.
Currently, when you regenerate or modify schedules, full-day PTO can be shortened or misaligned based on the new schedule layout. In some cases, PTO may be truncated at the edges of the shift or adjusted to match updated shift times, which can cause discrepancies between the approved request and what appears on the schedule.
In this release, full-day PTO will stay a full day even when schedules are regenerated or updated. The system will maintain the approved PTO duration unchanged, regardless of shift timing changes, ensuring the time-off block continues to reflect the original full-day absence that was initially approved.
This will enhance schedule accuracy, minimize manual adjustments after regeneration, and ensure that agents’ approved time off is consistently honored across schedule updates.