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This page shows the products and features currently planned for the 25.1 release cycle, which begins on 29 January 2025 and ends when the next release begins, which is currently targeted for late April 2025. 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. 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.
As recently announced by NICE, the CXone platform is now known as CXone Mpower. The new naming focuses attention on how the automation and AI features native to the platform empower agents and organizations.
Overall functionality and organization of the platform and its applications has not changed. In this release, you will notice small updates to the Contact Center user interface related to this change, including a new logo and some slightly modified application names. The online help will also be updated to be consistent with the changing logo and product names.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
During the 24.4 release cycle, the Contact Center platform became available as a sovereign cloud configuration in the Australia, EU, and UK regions. A sovereign configuration is an isolated instance of Contact Center with data flow constraints and additional compliance controls.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The Delivery Mode field will be removed. Instead, selecting a Total Contacts value of 1 will enable a single-contact experience and a value greater than 1 will enable an omnichannel experience.
For more details, select the ACD filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The Can erase message content and user name permission will be removed from the Digital portal. It will instead appear in the Admin application. It will be on the Permissions tab of a selected role, on the ACD page and under the Digital Engagement section.
For more details, select the Digital Experience filter on the top right.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The Guide, Engagement Mapper, and Website Script commands on the Points of Contact Digital page will no longer be available. Those will instead be handled on a new Guide administration page.
For more details, select the Guide filter on the top right.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The old CXone Coaching Packages and CXone Coaching Plans will be discontinued. However, you will be able to access the coaching information from the Coaching Workflow report.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Currently, Click-to-Call is in controlled release. In this release, it will become generally available.
Click-to-Call will let you add a button to your website where visitors can reach one of your live contact center agents using their browser's softphone. This will help you to reduce or eliminate:
You will be able to add the Click-to-Call button to your website without advanced coding knowledge. It will only require you to copy in a few lines of code. Click-to-Call will only be available for website visitors using a desktop device.
Customers who have been using Click-to-Call in controlled release will notice new features. For more details, select the Voice filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Sinch is a new option for SMS that will be configurable from the Points of Contact Digital page. It will be automatically available to new customers. Existing customers need to complete a migration to use Sinch. For more information, contact your Contact Center Account Representative.
Sinch will only be available in the US.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
This product will require Workforce Management Premium license.
The Enhanced Strategic Planner (ESP) application will provide:
The Enhanced Strategic Planner will include key features such as:
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Voice Biometrics Hub will be introduced in this release. This is a new hub application that will allow you to configure and manage connections to your voice biometrics provider. Voice biometrics is an authentication method that uses the contact's unique voiceprint to confirm their identity when they call.
Custom scripting will be required to integrate voice biometrics for IVRs and virtual agents. There will be four new CXone Studio actions introduced in this release that will be required to complete the necessary scripting. The new actions will be called GET VOICEBIO RESULT, GET VOICEBIO STATUS, VOICEBIO AUTHENTICATION, and VOICEBIO ENROLLMENT. For more details, select the CXone Studio filter on the top right.
Voice Biometrics Hub will need to be enabled in your business unit by your Contact Center Account Representative.
| Customer Request | ✖ | UI Change | ✓ |
Availability | CR On deploy |
Currently, CXone Performance Management Act is in controlled release. In this release, it will become generally available.
The CXone Performance Management Act (PM) solution will feature as a true native application to the Contact Center platform. This new and advanced solution will offer an enhanced user interface.
The CXone Performance Management Act application will include functionalities such as:
Metrics
Metrics will allow you to manage your contact center metrics more effectively:
The Metrics will offer widgets like Gauge, Leaderboard, Metrics Review, Metrics Summary, and Metrics Interval.
Objectives
With Objectives, you can create personalized performance-related goals to monitor important metrics and ensure the best agent performance.
ETL
The Extract, Transform, and Load (ETL) application will help you to convert raw data into a structured format. Structured data helps in data analytics.
A data feed will be used to import data from sources and transform it into a structured format. Once data is imported, you will be able to use reporting sets to group and organize data for reporting purposes.
Customers who have been using CXone Performance Management Act in controlled release will notice new features. For more details, select the CXone Performance Management Act filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
The Agent Messaging pages will have a new look and feel. The basic functionality of these pages won't change. The benefits of the updates will include:
The URLs for these pages will also change. You will need to make sure the new URLs are on your allowlist.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The Maximum Ringing Duration field in the manual outbound voice ACD skill form lets you control the length of time in seconds that the phone rings before timing out. Currently, you can only adjust this setting in the user interface. In this release, you will be able to set and change the Maximum Ringing Duration in the ACD skill bulk upload form. This will allow you to more efficiently configure the ring timeout for many skills at the same time.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
For digital skills that route based on the preferred agent, the Fallback Time field specifies how many seconds the ACD should wait for the preferred agent to become available before routing the interaction to another agent. Currently, the maximum value is 5256000 seconds, or about two months. In this release, the limit will increase to 315360000 seconds, or about 10 years. This will better enable you to force the ACD to only route to the preferred agent.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
When you configure an ACD skill, you will have two new options for how routing decisions are made. The two new options in the Routing Evaluation drop-down field will be:
These options give you more control over how routing decisions are made at the skill level.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The CountAgents Studio action, which calculates the total number of agents in a particular state for a specific ACD skill, will let you include routing attributes that are applied to the agents as part of the criteria. This means that you can pull the number of available agents who are assigned to both a certain skill and a certain routing attribute.
For more details, select the Studio filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, you can have as many routing attributes in your system as you want, but only 100 can be active at a time. In this release, you will be able to have up to 5,000 active routing attributes. This will allow you to use routing attributes on a larger scale.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, when your business unit is enabled for dynamic delivery, you must select either Omnichannel or Single Contact as the Delivery Mode for a team or user. When you select Omnichannel, you can set a Total Contacts value of anything greater than 1. When you select Single Contact, you're locked into a Total Contacts setting of 1.
In this release, the Delivery Mode field will be removed. Instead, selecting a Total Contacts value of 1 will enable a single-contact experience and a value greater than 1 will enable a multiple-channel experience.
This change will improve intuitiveness and ease of use when you're managing your contact settings at the team or user level.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A new page called Messaging Center will let you see details about product trial subscriptions, starting with Enlighten AI Routing. When a new trial is available, you will see a red indicator on the notification bell icon in the top right corner of the Contact Center platform. You will then be able to open Messaging Center, either from the notification or from the side navigation of the Admin application, to see more details and to sign up for the trial.
For this initial release, only NICE will be able to send product trials to their customers. Partners will not be able to send trials to their customers.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Currently, if a user doesn't manually log out of the Contact Center system, they remain logged in for a week. In this release, you will be able to customize the amount of time users remain logged in. Two new fields on the Account Settings page will let you customize this experience:
This will allow you to control your users' single sign-on (SSO) states according to your security requirements.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
A new page called Impersonation will give you granular control over who can access your tenant and when. When NICE Support or other services need access to your tenant, they will send you a request. You will be able to approve or reject this request. This will let you lock down your system to only allow NICE employee access on an as-needed basis.
The Impersonation page in the Admin application will eventually replace the existing Impersonation tool in Tenant Management. However, both tools will continue to be available for a while.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Digital Engagement attribute, which you can select from the Attributes field in an employee profile, will be available in the bulk upload tool.
For more details, select the Digital Experience filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Can erase message content and user name permission lets CXone Agent users edit message content and settings for digital interactions. Currently, you configure this permission in the Digital portal. In this release, you will instead configure it in the Admin application. It will appear on the Permissions tab of a selected role, on the ACD page and under the Digital Engagement section.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Currently, when your business unit is enabled for dynamic delivery, you must select either Omnichannel or Single Contact as the Delivery Mode for a team or user. When you select Omnichannel, you can set a Total Contacts value of anything greater than 1. When you select Single Contact, you're locked into a Total Contacts setting of 1.
In this release, the Delivery Mode field will be removed. Instead, selecting a Total Contacts value of 1 will enable a single-contact experience and a value greater than 1 will enable a multiple-channel experience.
This change will improve intuitiveness and ease of use when you're managing your contact settings at the team or user level.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following improvements will be made to the social platform interactions experience:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
You will be able to transfer calls to external directory contacts, such as those in a Microsoft Teams or RingCentral directory. Transferring will only be possible if the other party is available.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Voice Biometrics Hub will be available in CXone Agent. It will provide voice-based authentication for contacts. First, the contact will create a personal voiceprint, which is like their password. Then, when speaking with the agent, if their speech pattern matches the personal voiceprint, they will be automatically authenticated. Voice Biometrics Hub makes authentication easier and faster. It also prevents fraud.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Typing indicators will display to contacts to let them know the agent is actively typing. This helps keep contacts engaged. In this release, this will only be available for chats.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, agents cannot call phone numbers with spaces in them, such as 123 456 7890. In this release, they will be able to dial external phone numbers with spaces using Advanced Directory Sync.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Agents will be able to report issues in CXone Agent from inside the agent application. You will be able to review those issues in agent issues in Contact Center. This feature will have parity with the agent feedback functionality in MAX.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
When agents open emails, CXone Agent will automatically scroll down to the most recent email in the thread. This will save agents time.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Contact History will refresh more often to display more recent calls, voicemails, and work items.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, the PAGE Studio action respects the Panel Open in Browser setting in CXone Agent. In this release, screen pops created by PAGE will always open in a new browser tab or window.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Case custom fields appear when you click View Details at the top of the Interaction Space in CXone Agent. Currently, hyperlinks in case custom fields are not clickable. In this release, agents will be able to click those links to open them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the CRM integration experience for CXone Agent:
| Customer Request | ✖ | UI Change | ✓ |
Availability | CR On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
The following changes will be made to the CXone Agent user interface:
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Currently, WhatsApp message templates only appear to agents when they're sending the first message in an outbound WhatsApp interaction. In this release, WhatsApp message templates will appear to agents for the duration of the WhatsApp interaction. Agents will be able to select and send WhatsApp message templates at any time during the interaction.
Additionally, these enhancements will be made to the WhatsApp message template experience in CXone Agent:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, if you need both the contact's and the agent's audio, it requires two WebSockets. In this release, Custom Agent Assist Endpoints supports using a single WebSocket to stream both the contact and agent audio. Using one WebSocket is easier and less expensive for managing audio for your agent assist application.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to use the Salesforce Einstein Next Best Action workflow with the SalesForce Assist agent assist application in Contact Center. This will provide Next Best Action suggestions to your agents in Agent for Service Cloud Voice. The suggestions will update in real time so the agent always has relevant and contextually appropriate options to choose from. Next Best Action suggestions will be based on sentiment analysis.
This feature will require:
Additionally, your agents must use Agent for Service Cloud Voice. You will need to assign a new permission to the roles of agents who will use this option.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
When CXone Agent for Salesforce is minimized, and the agent receives a new interaction, CXone Agent for Salesforce will expand. Likewise, if the agent clicks a phone number in a record in Salesforce to start an outbound call, CXone Agent for Salesforce will expand. This will allow agents to focus on other screens in Salesforce with the peace of mind that they won't miss calls, chats, and so on.
This will apply to voice and digital interactions, as well as voicemails and work items.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, CXone Agent for Salesforce can display these kinds of screen pops to agents:
In this release, you will be able to configure these kinds of screen pops to display to agents using CXone Agent for Salesforce:
Additionally, you will be able to configure Visualforce screen pops by adding a payload to a SNIPPET Studio action instead of adding a POPURL action.
The following improvements will be made to the social platform interactions experience:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
You will be able to transfer calls to external directory contacts, such as those in a Microsoft Teams or RingCentral directory. Transferring will only be possible if the other party is available.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Voice Biometrics Hub will be available in CXone Agent Embedded. It will provide voice-based authentication for contacts. First, the contact will create a personal voiceprint, which is like their password. Then, when speaking with the agent, if their speech pattern matches the personal voiceprint, they will be automatically authenticated. Voice Biometrics Hub makes authentication easier and faster. It also prevents fraud.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Typing indicators will display to contacts to let them know the agent is actively typing. This helps keep contacts engaged. In this release, this will only be available for chats.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, agents cannot call phone numbers with spaces in them, such as 123 456 7890. In this release, they will be able to dial external phone numbers with spaces using Advanced Directory Sync.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Agents will be able to report issues in CXone Agent Embedded from inside the agent application. You will be able to review those issues in agent issues in Contact Center. This feature will have parity with the agent feedback functionality in MAX.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
When agents open emails, CXone Agent Embedded will automatically scroll down to the most recent email in the thread. This will save agents time.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Contact History will refresh more often to display more recent calls, voicemails, and work items.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, the PAGE Studio action respects the Panel Open in Browser setting in CXone Agent Embedded. In this release, screen pops created by PAGE will always open in a new browser tab or window.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Case custom fields appear when you click View Details at the top of the Interaction Space in CXone Agent Embedded. Currently, hyperlinks in case custom fields are not clickable. In this release, agents will be able to click those links to open them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the CRM integration experience for CXone Agent Embedded:
| Customer Request | ✖ | UI Change | ✓ |
Availability | CR On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
The following changes will be made to the CXone Agent Embedded user interface:
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Currently, WhatsApp message templates only appear to agents when they're sending the first message in an outbound WhatsApp interaction. In this release, WhatsApp message templates will appear to agents for the duration of the WhatsApp interaction. Agents will be able to select and send WhatsApp message templates at any time during the interaction.
Additionally, these enhancements will be made to the WhatsApp message template experience in CXone Agent Embedded:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following improvements will be made to the social platform interactions experience:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
You will be able to transfer calls to external directory contacts, such as those in a Microsoft Teams or RingCentral directory. Transferring will only be possible if the other party is available.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Voice Biometrics Hub will be available in CXone Agent for Microsoft Teams. It will provide voice-based authentication for contacts. First, the contact will create a personal voiceprint, which is like their password. Then, when speaking with the agent, if their speech pattern matches the personal voiceprint, they will be automatically authenticated. Voice Biometrics Hub makes authentication easier and faster. It also prevents fraud.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Typing indicators will display to contacts to let them know the agent is actively typing. This helps keep contacts engaged. In this release, this will only be available for chats.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, agents cannot call phone numbers with spaces in them, such as 123 456 7890. In this release, they will be able to dial external phone numbers with spaces using Advanced Directory Sync.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Agents will be able to report issues in CXone Agent for Microsoft Teams from inside the agent application. You will be able to review those issues in agent issues in Contact Center. This feature will have parity with the agent feedback functionality in MAX.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
When agents open emails, CXone Agent for Microsoft Teams will automatically scroll down to the most recent email in the thread. This will save agents time.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Contact History will refresh more often to display more recent calls, voicemails, and work items.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, the PAGE Studio action respects the Panel Open in Browser setting in CXone Agent for Microsoft Teams. In this release, screen pops created by PAGE will always open in a new browser tab or window.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Case custom fields appear when you click View Details at the top of the Interaction Space in CXone Agent for Microsoft Teams. Currently, hyperlinks in case custom fields are not clickable. In this release, agents will be able to click those links to open them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the CRM integration experience for CXone Agent for Microsoft Teams:
| Customer Request | ✖ | UI Change | ✓ |
Availability | CR On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
The following changes will be made to the CXone Agent for Microsoft Teams user interface:
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Currently, WhatsApp message templates only appear to agents when they're sending the first message in an outbound WhatsApp interaction. In this release, WhatsApp message templates will appear to agents for the duration of the WhatsApp interaction. Agents will be able to select and send WhatsApp message templates at any time during the interaction.
Additionally, these enhancements will be made to the WhatsApp message template experience in CXone Agent for Microsoft Teams:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Contacts will now be routed to agents based on various agent criteria such as skills, availability, and queue priorities. This will provide a more efficient customer service experience than traditional omnichannel routing.
The setting is mandatory and enabled by default in Salesforce.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following improvements will be made to the social platform interactions experience:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
You will be able to transfer calls to external directory contacts, such as those in a Microsoft Teams or RingCentral directory. Transferring will only be possible if the other party is available.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Voice Biometrics Hub will be available in CXone Agent Integrated. It will provide voice-based authentication for contacts. First, the contact will create a personal voiceprint, which is like their password. Then, when speaking with the agent, if their speech pattern matches the personal voiceprint, they will be automatically authenticated. Voice Biometrics Hub makes authentication easier and faster. It also prevents fraud.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Typing indicators will display to contacts to let them know the agent is actively typing. This helps keep contacts engaged. In this release, this will only be available for chats.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, agents cannot call phone numbers with spaces in them, such as 123 456 7890. In this release, they will be able to dial external phone numbers with spaces using Advanced Directory Sync.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Agents will be able to report issues in CXone Agent Integrated from inside the agent application. You will be able to review those issues in agent issues in Contact Center. This feature will have parity with the agent feedback functionality in MAX.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
When agents open emails, CXone Agent Integrated will automatically scroll down to the most recent email in the thread. This will save agents time.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Contact History will refresh more often to display more recent calls, voicemails, and work items.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, the PAGE Studio action respects the Panel Open in Browser setting in CXone Agent Integrated. In this release, screen pops created by PAGE will always open in a new browser tab or window.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Case custom fields appear when you click View Details at the top of the Interaction Space in CXone Agent Integrated. Currently, hyperlinks in case custom fields are not clickable. In this release, agents will be able to click those links to open them.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following changes will be made to the CRM integration experience for CXone Agent Integrated:
| Customer Request | ✖ | UI Change | ✓ |
Availability | CR On deploy |
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
The following changes will be made to the CXone Agent Integrated user interface:
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Currently, WhatsApp message templates only appear to agents when they're sending the first message in an outbound WhatsApp interaction. In this release, WhatsApp message templates will appear to agents for the duration of the WhatsApp interaction. Agents will be able to select and send WhatsApp message templates at any time during the interaction.
Additionally, these enhancements will be made to the WhatsApp message template experience in CXone Agent Integrated:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
While the new paths will eventually replace the old ones, the old paths will remain functional until a future release.
This change will offer several benefits, including:
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V32 | Availability | GA On deploy |
The following campaigns API calls will be updated to version 32 to include a division ID:
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V32 | Availability | GA On deploy |
The following skills API calls will be updated to version 32 to include a division ID:
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V32 | Availability | GA On deploy |
Two new API calls will let you start and stop screen-only recording using CXone Recording. This is for back-office personnel or agents who are not on an active phone call. Documentation for these API calls will be added to the Multi-ACD category of the developer portal; however, the API calls will work with both CXone ACD and Multi-ACD. The API endpoints will be:
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
The Interaction Analytics API will have a new version, V2. Changes include:
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V2 | Availability | GA On deploy |
Currently, the Media Playback API lets you get a recording by contact ID. This returns all recorded segments for an interaction. In this release, the new API will let you get a recording by individual segment ID. This will let you access the recording for a specific part of an interaction. The new API will help you pinpoint and access the exact part of a recording you need, instead of looking through all recorded segments of the interaction.
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
You will have the option to allow or restrict agents' ability to download or forward contact voicemails as email attachments. This will allow greater control over how voicemail notifications are shared, ensuring alignment with email forwarding procedures and security policies.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Bot Builder will be available in Korea.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Currently, the flow designer is in controlled release. In this release, it will become generally available. The flow designer has a drag-and-drop interface that you can use to build a visual representation of a conversation between your bot and contacts. This makes it easier and more intuitive to design complex conversations.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Bot Builder bots that have been deactivated for longer than 90 days will be automatically removed. Bots are considered inactive when they have not engaged in any conversational activity in the last 30 days. A bot must be inactive for a total of 120 days before it will be removed. This will help reduce costs and remove unnecessary bot data from the servers.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The old Coaching Packages and Coaching Plans will be discontinued. However, you will be able to access related data under the Coaching Workflow Report.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The Quality Score widget will soon have an additional view option to help you better understand agent and team quality scores. The Team View will offer you deeper insights into performance.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
You'll be able to use the Game Tracker, a new gamification widget for supervisors. This widget will display your agents' active and recently completed games, allowing you to monitor their progress, rankings, achievements, and game goals. It will have a card-based layout showing the agents on your team, presenting both current games and those finished in the past two weeks. The cards will adapt to different game types and will support all CXone PM games.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
The following metrics will be introduced in this release.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
With the new Role-Based Access Control feature, you'll gain control over data visibility within the dashboard. You'll be able to create global views defining which teams or skills a user can view and assign these views to individual or multiple users, ensuring users only see pertinent information. This feature will apply consistently across all CXone Dashboard widgets and metrics.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
Currently, Data Streams supports AWS Kinesis-based consumption of IVR data. In this release, you will be able to use any cloud provider to access your IVR data through Kafka clusters. This enhancement will allow for the expansion of your data integration and will give you more control over your cloud environments.
This will only be available in the US.
| Customer Request | ✓ | UI Change | ✓ |
Availability | CR On deploy |
Floatbot is a conversational AI platform, which provides a no-code solution for building AI chat bots, voice bots, and real-time agent assist bots. As a strategic partner with NICE, Floatbot will provide the following solutions:
Visit the Floatbot listing on the CXexchange for more details.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The Meltwater integration will comb through social media channels and produce cases for your agents that are actionable. Using NICE APIs, these cases can be displayed to agents directly in your CXone agent application. Meltwater has designed a robust search and filter function that analyzes a 15-month archive of major social media platforms. It specifically filters for issues that your agents can solve. During setup, you will be able to tailor this functionality for your needs.
Visit the Meltwater listing on the CXexchange for more information.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Novelvox makes it easy for agents to have everything they need on one screen. With the Agent Accelerator, you will be able to design a custom agent interface to help your agents work as efficiently as possible. Novelvox will let you drag and drop different elements of the agent interface, including screen pops from integrated systems. It can also let you integrate different systems to automate the display of certain information. For example, you can integrate with a healthcare management system to automatically display a patient's record to the agent. A streamlined Novelvox workspace will save your agents time and help them swiftly assist your contacts.
Novelvox offers a variety of pre-designed templates and pre-built gadgets. They also perform each installation, so you can work closely with an expert to customize the templates to your needs.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Workflow automation (WFA) events can sometimes occur out of order. This can cause contact statuses to be inaccurate, which can also affect routing and reporting. Improvements will be made to areas of the Digital Experience platform where this is most likely to happen. This will ensure that events are delivered in the correct order and reduce the amount of stuck contacts.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In the Digital portal in CXone, the CRM tab allows you to query cases to search for specific criteria. CRM case search will be improved to support mixing contact-based and message-based query filters at any level. Search queries for phrases will also yield more accurate matches in the search results. For example, if you enter the phrase "hello world", search results won't include instances where there are other words between the ones you enter. Currently, you can search cases by the following criteria:
You will also be able to search cases by the contact number, content, title, and author fields.
If you enter a series of numbers in the search bar without any additional terms or formatting, the CRM case search will look for your query in multiple places. For example, if you search "1234" instead of "caseId=1234", the case search will include results for values found in contact number, content, title, or author fields.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Attachments to messages sent through Digital Experience will be downloadable. Digital Experience will recognize the format of the file (based on its MIME type) and display it accordingly. This update will also ensure that when a CXone application offers the option to download an attachment, the file will not open in a new tab.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The Can erase message content and user name permission lets CXone Agent users edit message content and settings for digital interactions. Currently, you configure this permission in the Digital portal. In this release, you will instead configure it in the Admin application. It will appear on the Permissions tab of a selected role, on the ACD page and under the Digital Engagement section.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The Download API will allow you to fast-forward and rewind audio and video files.
| Customer Request | ✓ | UI Change | ✖ |
Availability | CR On deploy |
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Currently, for each user using Digital Experience, you must select the Digital Engagement attribute from the Attributes field of their employee profile. This is done in the user interface of the Admin application. In this release, you will be able to add or remove the Digital Engagement attribute in employee profiles using the bulk upload tool in the Admin application. This will allow you to make changes impacting the attribute for many users at the same time.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
The following enhancements will be made to improve the stability of digital messaging:
These and other enhancements will allow Digital Experience to adapt to increased processing demands. These updates will enable the system to maintain performance quality when faced with variable operational requirements.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently,, Digital Experience uses Kerio as a fallback option when Amazon SES fails to send, a channel is not configured for custom SMTP, or a channel is not using an SES-verified domain. In this release,, when a domain is unverified, the message will be sent through an alternative verified NICE domain. Email messages should always use a verified domain, but this will provide an alternative to messages not being sent at all.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The in-reply-to header and message IDs will help improve the threading process for emails. If an inbound email has the in-reply-to header, the system will match the email with a stored email message ID to link it to the appropriate existing thread. If no matching message ID is found, a new case will be created for the email. This update will ensure that emails are identified appropriately and display in the correct order.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
You will be able to hide the email ticket number from the subject line. This is helpful if you use an internal ordering system that marks emails with a different identification number. In that case, you will be able to avoid confusion caused by multiple identifiers for the same email message.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
The following AWS SES events will be stored in the data repository:
Storing this information will allow for future troubleshooting or reporting opportunities with CXone Data Share. Currently, no reports will be created with this data.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Sinch is a new SMS option that will be configurable from the Points of Contact Digital page. It will be automatically available to new customers. Existing customers need to complete a migration to use Sinch. For more information, please contact your Contact Center Account Representative.
Sinch will only be available in the US.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
You will be able to delete posts from your organization's Instagram account. For example, you may want to delete a post that contains inappropriate language.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Form messages for Apple Messages for Business will include a new field that allows contacts to select a date. This means form messages could be used to schedule appointments or collect other information such as a contact's birthday.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
For Apple Messages for Business, notifications for form messages, list picker, and time picker notifications appear as a bubble in the iMessage. You will be able to configure the size of this message bubble. You will also be able to configure a preset thumbnail image that the recipient can select when filling out the rich message you've sent them.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Agents will be able to send and receive attachments from contacts using LINE messaging channels. Supported attachment types will include documents, images, audio, and video files.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
To improve the security of chat sessions, the time when specific information is available will be configurable. You will be able to determine how long chat sessions remain open. Contacts will be able to authenticate using secured cookies, third-party OAuth, or an anonymous option. When contacts use the anonymous option, chat sessions won't store their customer ID. This update will help limit the amount of time sensitive information is accessible and prevent malicious parties from retrieving personal information.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
Contact Center applications will be able to retrieve third-party access tokens to authorize chat sessions. For example, a bot could request this token to confirm a contact's identity before providing them sensitive information.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
A new JavaScript API will allow previously-entered custom field values to appear as an auto-fill option in later fields or interactions. Specific IDs will inform the chat window which custom field values to save. When a contact begins a new conversation, these custom fields from previous conversations will be automatically available. This helps save time if a contact needs to enter the same information in a new chat session that they've entered in a previous chat session, such as an email address. This feature will only be available for Digital Experience chat.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On deploy |
The Can erase message content and user name permission lets CXone Agent users edit message content and settings for digital interactions. Currently, you configure this permission in the Digital portal. In this release, you will instead configure it in the Admin application. It will appear on the Permissions tab of a selected role, on the ACD page and under the Digital Engagement section.
The CXone Mobile SDK will update to version 3.0. Along with this, the minimum supported Android version will be v7. The minimum supported iOS version will remain at v15.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Currently, you must provide your own app UI and connect it with the CXone Mobile SDK. In this release, the SDK will include its own UI/UX module. This prebuilt module can save time and development resources. The UI/UX module will be included in the standard implementation package, so you can get the front end set up as part of the normal implementation process. The module will also let you customize certain colors of the UI, like background and button colors. You can still choose to use your own UI if you prefer a completely custom UI.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
The following enhancements will improve quality and stability of the SDK:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You'll soon be able to customize how time metrics are displayed in Enlighten Actions. Choose between seconds, minutes (MM:SS), or hours (HH:MM:SS) formats. You'll also be able to request specific formats using natural language.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
With this feature, you'll see disclaimers next to AI-generated content. This will improve transparency about the limitations of AI and help you to make informed decisions. The disclaimer will be on by default, but you can easily turn it off if you prefer.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
You'll soon have access to a dashboard that will provide insights into the performance of your knowledge base queries. This new feature will display graphs showing how well your knowledge base answers user questions in real time. You'll be able to see scores for suggested responses and identify areas where your knowledge base needs improvement.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Pathfinder is a knowledge management system available as a miniapp in the Omilia platform. It will be available during the implementation of Enlighten Autopilot. You will be able to provide raw data to Pathfinder. Pathfinder will analyze the data and provide suggestions that can be used when configuring your Autopilot virtual agent. For example, it will be able to provide a list of tasks your virtual agent can help contacts with, or intents to use for those tasks. Pathfinder will be able to use data contained in PDF, TXT, CSV, and HTML files, as well as URLs that it can read the data from.
To enable this feature, you will need to contact your Contact Center Account Representative. It will require implementation work by NICE.
| Customer Request | ✖ | UI Change | ✖ | Availability | CR On deploy |
Autopilot interaction data will be stored for later use, such as for analytics and reporting. The following data will be stored:
This data will be captured for voice and text interactions. Data will be sent to Autopilot from the virtual agent provider.
| Customer Request | ✖ | UI Change | ✖ | Availability | CR On deploy |
You will be able to access additional data for Omilia Advanced Reporting through Tableau. You will be able to create multiple dashboards in Tableau to view your data and use filtering to customize the data you see. Access to your Autopilot virtual agent must be set up by your Contact Center Account Representative. It will require the creation of a separate account in Omilia for each user who requires access to the reporting data.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to use the following voice biometrics features with Autopilot (Omilia):
These additions will increase the range of voice biometrics protection available to your Autopilot (Omilia) virtual agent. Using these features requires the purchase of additional licenses.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Autopilot will be available in the Australia sovereign cloud.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Typing indicators will be available for your Autopilot virtual agent. Typing indicators indicate to one party in a chat conversation that the other party is typing. This can help a virtual agent seem more human to the contact. To enable this feature, you will need to add a new Studio action called TYPING INDICATOR to your Autopilot scripts.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to integrate LiveVox and Omilia using a SIP backchannel connection. This will allow you to share data, routing, and reporting between the two systems to benefit your organization. Setting up this integration will require assistance from the Professional Services teams from Omilia and LiveVox.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to set up new Autopilot integrations using Virtual Agent Hub. Your Contact Center Account Representative will need to enable this option for you.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Enlighten AutoSummary will support summaries in Latin American Spanish. Summaries in Spanish will only be available via the generative AI mode. You will not have the option to include sentiment details or resolution status in these summaries like you can for summaries in English.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Enlighten AutoSummary will support FedRAMP. This will include end-to-end encryption on both the transit of the data and on the rest on all the AutoSummary components.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Using the GenAI Prompt Editor, you will be able to select interactions from the system, use a textual prompt, and check results directly on the GenAI LLM engine. This will help you fine-tune your prompt until it meets your organization's needs. In your AutoSummary profile, you will be able to select from a list of prompts that have been generated, tested, and published for public use.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to integrate AutoSummary with Transcription Hub for real-time transcription. This will streamline the implementation process. This integration will require you to add Transcription Hub as a separate Studio script element.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
A new kind of summary will be available in Copilot for Agents. Journey summaries will provide context about the contact's past interactions with your organization using the customer card. Agents will see a brief background of recent interactions without manually researching them. They will be able to expand the journey summary to view details about each of the past interactions. This will provide agents with helpful insights to get a head start on new interactions.
To use this feature, you will need to enable journey summaries in your Copilot for Agents profile. You will be able to configure the number of past interactions to include in the summary. You will also be able to configure the maximum number of days to include. For example, you could choose to include only the contact's past three interactions within the past 90 days.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
Copilot for Agents will be available in Latin American Spanish. You will be able to select Spanish in the Language drop-down in your Copilot for Agents profile. It will be available for both the Copilot for Agents user interface and voice transcription.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
This feature will provide an explanation for why a call was flagged for urgent assistance, along with a concise real-time summary of the call. This context will help the supervisor understand the situation quickly and make informed decisions, ensuring the agent receives timely support from the supervisor.
This functionality will improve the supervisor's ability to manage and support agents and provide better customer experiences.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
New data metrics will be supported by the Conversational Inquiries Panel. This new data will include:
The detailed list of supported metrics can be found here.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
This feature will enhance supervisors' understanding of negative sentiment and urgent assist alerts by providing insight into the customer's past interactions. This expanded context will enable supervisors to support agents more effectively and efficiently.
Supervisors can view up to three past interactions, whether voice or digital, from the last 90 days. Each interaction will include detailed information about past engagements, including sentiment whenever available.
| Customer Request | ✖ | UI Change | ✓ |
Availability | CR On toggle |
These features will be available later in the release cycle, beginning in February 2025.
You will be able to select a new survey type: Digital Channels. Instead of opening in a new tab or window, digital channels surveys happen directly on the digital channel, such as live chat or Facebook Messenger. Questions are sent in the form of messages and contacts answer back with messages. You will be able to configure quick replies and list pickers to make it easier for contacts to answer questions. Digital channel surveys will be conversational and natural.
This will be available for all digital channels except email.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
The design of the Report Labels admin page in Feedback Management will be updated to be more modern and cohesive with Contact Center.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
The design of the No Send Rules admin page in Feedback Management will be updated to be more modern and cohesive with Contact Center. This update will be available later in the release than the other Feedback Management features. It will involve an extra implementation step. Contact your Contact Center Account Representative for more information.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Currently, Guide administration is handled across multiple CXone pages. In this release, you will be able to manage all Guide administration tasks by clicking the app selector and selecting Guide. The Guide page will be expanded to include links for all Guide-related administrative tasks.
Learn more about the available commands
The user interface has been refreshed to match the design introduced with the rule builder.
The Guide, Engagement Mapper, and Website Script commands on the Points of Contact Digital page will no longer be available.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Currently, when you define a new template, an outline of the template appears. In this release, as you build a template, a live preview of the template will appear on the page. You will be able to preview the template using different branding options.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Currently, engagement rules are listed on the Rules page based on the order in which the rules were created. In this release, you will be able to move engagement rules up and down in the list. If you change the order of the rules, you may change the engagements that are offered to visitors. For example, if you move a rule to the top of the list that always evaluates as true, the later rules will never get a chance to run. As a best practice, put the more specific rules at the top of the list and the more general rules at the bottom of the list.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The setCustomFields API will let you set values for custom fields that appear in a precontact survey form. You will be able to set values for the following:
You will be able to mark a custom field value as hidden. The precontact survey form will not display the hidden field. But the value you set for the hidden field will be passed to the chat window.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
A new Guide metric, named Engaged Conversion, will be added to the CXone Dashboard. This metric will show the number of engagements that led to a conversion.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
When starting a chat, visitors may notice an improvement in the time that the Guide widget appears and the chat session begins. It should be instantaneous.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Guide will be compliant with accessibility standard WCAG 2.2 AA. Accessibility compliance will be conducted annually.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The circuit breaker will be a precautionary fail-safe for failed API calls. If it detects that a call is repeatedly failing, it will activate and throttle that API call. The most common reason for failed calls is a temporary server error (500 errors). The circuit breaker will pause the API calls to give the server time to come back up.
The following are key features of the circuit breaker:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Integration Hub will be available in Australia, including both standard and sovereign clouds.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The participant filter will be redesigned to only appear as a filter option for the metrics it can be applied to. Currently, the participant filter appears as a top-level filter option for all data, whether it impacts them or not. In this release, next to relevant metrics and filters, separate options will be available to include only the agent side or only the contact side of interactions. The following filters will support participant criteria:
This update eliminates the need to apply the participant filter globally. This will provide more flexibility to decide how and where to apply participant filters for each specific filter as needed. For example, you could filter for one set of keywords said by the agent and a different set of keywords said by the contact. This update will affect filters at the workspace and widget levels as well as on the Search page.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following enhancements will make managing categories easier and more transparent:
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Enhancements will be made so that context annotations available in the transcript viewer display accurately for all widgets in which they are available. The resample notification will also be updated to improve the overall user experience and provide enhanced features.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
All Interaction Analytics metrics will be supported for analyzing voice interactions created by LiveVox dialers.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to use the tools and filters available in AutoDiscovery to filter interactions and analyze data on the Search page. This update will allow you to run AutoDiscovery on any IA filter without reprocessing datasets. This provides increased flexibility to observe unexpected or unknown data on any filter.
To use AutoDiscovery you must have an Interaction Analytics Advanced license or Interaction Analytics Pro license. You must also have the AutoDiscovery Access permission enabled for applicable roles and users. If you don't have access to AutoDiscovery, these UI updates and functions will not be visible to you. If you have questions about accessing AutoDiscovery, contact your Contact Center Account Representative.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
You will be able to tune the vocabulary of the language model in CXone Transcription to better meet your organization's needs. The Custom Vocabulary application will surface in the Interaction Analytics application. However, it will not require a license for Interaction Analytics. The application will only be visible to Interaction Analytics users if your organization has a CXone Transcription license. CXone Transcription is the Contact Center transcription service available in Continuous Stream Transcription.
For more details, select the CXone Transcription filter on the top right.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
The Playback Lock policy is designed to address privacy concerns and ensure the protection of callers' information. It will lock interactions to prevent playback by regular contact center representatives, allowing only privileged users to unlock and play back these interactions. The Playback Unlock policy will provide the ability to release interactions previously locked by the Playback Lock policy.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Users will be able to set policies based on business data fields originating from either an API or CXone Studio variables. This will help match policies to specific business elements.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Policy instances will be executed automatically without manual intervention, allowing for full automation. Safeguard limits will ensure necessary approvals are in place.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This policy will allow compliance with data privacy regulations. Providing customer identifiers will result in the deletion of the associated recorded files and metadata.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Users will receive notifications (in-app and email) about policy status changes without needing to access the application.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Cisco telephony integration will include additional versions and components. It will now support Cisco UCCX with CUCM 12.5 and CUCM 15 integrations. Users will also be able to utilize Cisco Virtual CUBE (vCUBE) instead of a regular one. This update will provide broader compatibility and flexibility for various business needs.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Supervisors will be able to listen to ongoing calls in real-time using the CXone Supervisor application, enabling immediate intervention and support to enhance call quality and customer service. Additionally, future integrations will allow other consumers and applications to receive real-time RTP streaming of calls.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
This update will enhance compatibility and secure connectivity with Avaya CM 10.2. It will also improve system stability and call handling, while supporting advanced integrations to meet future customer needs.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new tenant type for customer labs with reduced resources and costs will be introduced. In the Tenant Management application, users will be able to select a lab-type for a CXone Multi-ACD (CXone Open) tenant license. This lab-type tenant will have only one CTI EC2 machine instead of two, offering cost savings and resource efficiency. Once created, the tenant type will not be changeable. This is a controlled release, requiring product management approval in advance for such tenants.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
This feature will allow you to gather comprehensive information on user actions performed on an agent’s desktop, such as button clicks, copy/paste actions, and more. This data will be streamed to CXone, where it can be utilized by other Contact Center products to gain insights into process visibility, productivity gaps, process inefficiencies, top-performer identification, and schedule adherence. The Desktop Discovery Client will operate without a graphical user interface (GUI). After installation, it will automatically start and run in the background.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
This feature will allow Contact Center administrators and supervisors to easily manage Desktop Discovery Client updates, reducing the overhead on your IT teams. Administrators or supervisors will assign newly available updates to all of the tenant desktop clients who have data collection enabled. They can then monitor the download status via an easy-to-use interface.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
A new feature, Wildcard, will allow you to group the URLs/captions in a generic, efficient way, where part of the URL/caption has a common pattern.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Directory Sync and Presence Sync will be available for Australia and Europe sovereign clouds.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
When you configure an ACD skill, you will have two new options for how routing decisions are made. From the Routing Evaluation field of an ACD skill, you will be able to choose to route contacts to the agents assigned to the skill based on Least Occupied and Most Occupied.
For these options to be available for a tenant, you must enable them. To do so, open the tenant, go to the Applications & Features tab, and under ACD Features > Advanced Routing Features, select Least Occupied and Most Occupied.
For more details, select the ACD filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You'll have access to a new Budget tab in the Gamification module. This tab will introduce powerful tools to help you manage your budget more effectively. Within the Budget tab, you'll find two key features:
Budget Meter: The Budget Meter will provide a visual representation of your current budget status.
Budget Setup: Budget Setup will allow you to set and adjust your budget allocations.
These tools will help you track spending, set limits, and make informed decisions about your resource usage, all conveniently located in one place.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
With this new feature, you'll have the ability to design wallboards tailored to your specific needs. You will be able to choose from various slide types, including leaderboard, current agent states, and marketplace options, among others.
You will even be able to create a custom slide type by adding various widgets that best suit your needs. The drag-and-drop feature will allow you to easily arrange and resize widgets on the custom slide of your wallboard.
You'll also be able to apply filters, set refresh intervals, and customize the appearance of your wallboards. This feature will help you keep your team informed and motivated by showcasing key performance indicators.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The Local Exchange Routing Guide (LERG) will be updated to comply with the North American Numbering Plan (NANP) standards. This update will improve call routing accuracy and efficiency, ensure compatibility with other compliant systems, and assist with adherence to regulatory requirements.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
A new channel type called No_Channel will be available to record screens without voice, allowing evaluation of screen-only recordings to review back-office activities. Quality Management will now support this new channel on MyZone pages.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
While creating a Quality Plan, you will now be able to add interactions by using the Interaction Start Date and Interaction End Date filters.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The old CXone Coaching Packages and CXone Coaching Plans will be discontinued. However, you will be able to access the coaching information from the Coaching Workflow report.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Currently, the visibility of the Evaluator column in the Interactions application is dependent on the accessibility of the Evaluation Score column. In this release, this dependency will be removed. The Evaluator column will be visible in search results even if the Evaluation Score column is not accessible, making permissions more flexible.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
The new ScreenAgent Manager application will enable viewing and managing all ScreenAgent instances from one location. This will make it easier to ensure that all instances are active, configured correctly, and have the latest version and recordings. This feature will require the purchase of the Screen Recording Advanced package.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Reading call transcripts directly in the CXone Player will now be possible. This will allow for a quick review of interactions without the need to listen to the full audio.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
It will be possible to record back-office agents' screens using a new API. This will help capture work on back-office processes for quality management and compliance.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Interaction Analytics categories will appear in the CXone Player timeline. This will help identify key moments during playback.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Currently, the Media Playback API lets you get a recording by contact ID. This returns all recorded segments for an interaction. In this release, a new API will let you get a recording by an individual segment ID. This will let you access the recording for a specific part of an interaction. The new API will help you pinpoint and access the exact part of a recording you need, instead of looking through all recorded segments of the interaction.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Currently, ANI (Automatic Number Identification) and DNIS (Dialed Number Identification Service) are embedded within the Customer Info and Organization Info fields. With this release, ANI and DNIS fields for voice segments will be displayed as separate columns. You will be able to search by these fields, making it easier to find specific information.
For digital segments, the From and To fields will be displayed in the ANI and DNIS columns respectively, providing a consistent and streamlined view across different types of segments.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The updated Filters UI will empower you to customize the selection and order of filters in the filter pane, enhancing your overall experience. Currently, you have limited control over the filters displayed in the application. In this release, you will be able to select, add, remove, and reorder filters according to your preference. Your preferences will be saved and displayed on your next login.
| Customer Request | ✖ | UI Change | ✓ |
Availability | CR On toggle |
We are thrilled to announce the upcoming integration between LiveVox and CXone. This integration will enhance LiveVox capabilities as an advanced cloud-based dialer provider by leveraging CXone business applications.
This integration is perfect for customers who want to combine the strong LiveVox outbound and dialer capabilities with the CXone inbound interactions and advanced business applications.
Key Features:
Integration Options:
Stay tuned for more details on this exciting development that will revolutionize large-scale contact center operations in all industries.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Currently, when you run data download reports manually, the report may time out if it exceeds the timeout threshold. In this release, a pop-up that allows you to enter an email address will appear. If the timeout threshold is exceeded, the report will be delivered to that email address. This will ensure you receive reports that would otherwise time out.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Your Contact Center Account Representative will be able to create an allowlist of email domains for the delivery of reports. Data download reports will only be sent to an email address if its domain is on the allowlist. This will prevent data from being sent to users outside your organization.
In this initial release, you will not be able to create the allowlist yourself.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, when you run custom reports manually, the report may time out if it exceeds the timeout threshold. In this release, a pop-up that allows you to enter an email address will appear. If the timeout threshold is exceeded, the report will be delivered to that email address. This will ensure you receive reports that would otherwise time out.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Your Contact Center Account Representative will be able to create an allowlist of email domains for the delivery of reports. Data download reports will only be sent to an email address if its domain is on the allowlist. This will prevent data from being sent to users outside your organization.
In this initial release, you will not be able to create the allowlist yourself.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The CountAgents Studio action, which checks the total number of agents in a particular state for a specific ACD skill, will let you include routing attributes that are applied to the agents as part of the criteria. For example, you could pull the number of unavailable agents who are assigned to both a certain skill and a certain routing attribute.
You will be able to specify a single routing attribute or multiple comma-delimited routing attributes. To avoid low or no results, it will be best to not specify more than five routing attributes at a time. The default value will be NotApplicable, meaning the action will not look for any specific routing attributes when counting agents.
This update will give you greater ability to specify exactly which agents you want CountAgents to count.
| Web or Desktop Studio | Both | Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A new action called CONTINUOUS TRANSCRIPTION will allow you to add and configure Continuous Stream Transcription profiles from your script. This will expand the ways you can use Continuous Stream Transcription in Contact Center.
| Web or Desktop Studio | Both | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
A new action called CONFIGURE TRANSCRIPTION will allow you to configure transcription for Enlighten Copilot for Supervisors. This will enable you to use Continuous Stream Transcription with Enlighten Copilot for Supervisors.
| Web or Desktop Studio | Both | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
A new action called ENHANCED WORKFLOW EXECUTE will be available. This action will be for use when integrating CRMs with CXone Agent applications. It will allow you to configure Search workflows without configuring payloads in SNIPPET actions.
| Web or Desktop Studio | Both | Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
A new action called GET VOICE BIO STATUS will be available. This action will check your voice biometric provider to see if the contact is enrolled. It will need to be used with the VOICE BIO Authentication, GET VOICE BIO RESULTS, and VOICE BIO ENROLLMENT actions. This set of actions will allow you to add voice biometric authentication to your Studio scripts.
| Web or Desktop Studio | Both | Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
A new action called VOICE BIO Authentication will be available. This action will send contact audio to the voice biometric provider to authenticate the contact. This will only work for contacts who have been previously enrolled with the voice biometric provider. This action will need to be used with the GET VOICE BIO STATUS, GET VOICE BIO RESULTS, and VOICE BIO ENROLLMENT actions. This set of actions will allow you to add voice biometric authentication to your Studio scripts.
| Web or Desktop Studio | Both | Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
A new action called GET VOICE BIO RESULTS will be available. This action will receive the response from the voice biometric provider after an attempt at authenticating the contact against the enrolled voiceprint. It will need to be used with the GET VOICE BIO STATUS, VOICE BIO Authentication, and VOICE BIO ENROLLMENT actions. This set of actions will allow you to add voice biometric authentication to your Studio scripts.
| Web or Desktop Studio | Both | Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
A new action called VOICE BIO ENROLLMENT will be available. This action will send contact audio to the voice biometric provider during the enrollment process. It will need to be used with the GET VOICE BIO STATUS, VOICE BIO Authentication, and GET VOICE BIO RESULTS actions. This set of actions will allow you to add voice biometric authentication to your Studio scripts.
| Web or Desktop Studio | Both | Customer Request | ✖ | UI Change | ✓ | Availability | CR On deploy |
You will be able to compare two different scripts or two historical versions of the same script. The comparison will show a sequential list of actions that are different from one script to the other. The comparison results will include details about what changed, such as the position of the action, the resulting branch condition, or if the action exists in both scripts.
| Web or Desktop Studio | Web only | Customer Request | ✓ |
UI Change | ✓ | Availability | GA On deploy |
You will be able to capture up to 20 traces on a live script at one time. CXone Studio will capture traces for the selected script each time it runs until it has captured the number of traces you indicated.
| Web or Desktop Studio | Web only | Customer Request | ✓ |
UI Change | ✓ | Availability | GA On deploy |
The following improvements will be made to the connector lines that go between actions on the script canvas:
| Web or Desktop Studio | Web only | Customer Request | ✓ |
UI Change | ✓ | Availability | GA On deploy |
You will be able to upload more than one prerecorded audio file to CXone Studio at a time via the Prompts page. This will make it faster and more convenient to add multiple prompt files.
| Web or Desktop Studio | Web only | Customer Request | ✓ |
UI Change | ✓ | Availability | GA On deploy |
A new page will be added to the web-based CXone Studio application that will allow you to view and upload the grammar files used with ASR. Grammar files are an essential part of an ASR system. They allow you to list the many possible utterances that a contact might speak in response to a prompt.
| Web or Desktop Studio | Both | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
CXone Studio will be available in the Australia sovereign cloud.
| Web or Desktop Studio | Both | Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The Multi-ACD capability will allow organizations to retain existing ACD systems while leveraging the benefits of the CXone application platform, including the CXone Supervisor workspace. This enhancement will streamline operations within a unified platform, enhancing flexibility and adaptability across the organization.
You will have access to real-time data from external ACDs, ensuring that any data changes are immediately reflected in the Multi-ACD View in CXone Supervisor. The data can be filtered by State, Team, Segment state, Call direction, Segment duration, Segment state duration, and Agent state duration.
The Multi-ACD View will feature two main tabs: Agents and Segments. Each provides detailed information and widgets for easy filtering and sorting. Real-time voice and screen monitoring will be supported in the Multi-ACD View.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The new term Assist will replace the current term Coach to more accurately describe the action where supervisors discreetly support agents during live interactions. This change eliminates any confusion with the separate CXone Coaching application and will be consistently applied throughout the UI, including action buttons, tooltips, and error or warning messages.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This change will enable you to access comprehensive interaction details of the current contact at a glance. By clicking the Interaction ID, you will be directed to the Interactions Search view, which displays all transfers associated with the same interaction, to provide enhanced context to supervisors.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to tune the vocabulary of the language model in CXone Transcription to better meet your organization's needs. The custom vocabulary tuning you configure will apply to continuous transcription performed by CXone Transcription in Copilot for Agents, Enlighten Copilot for Supervisors, CXone Agent for Salesforce, and AutoSummary. Your vocabulary tuning can include:
Custom vocabulary tuning will only be available for North American and International English in this release.
The Custom Vocabulary application will surface in the Interaction Analytics application. However, it will not require a license for Interaction Analytics. The application will only be visible to Interaction Analytics users if your organization has a CXone Transcription license. CXone Transcription is the Contact Center transcription service available in Continuous Stream Transcription.
| Customer Request | ✖ | UI Change | ✓ |
Availability | CR On toggle |
Currently, Continuous Stream Transcription can only be used with certain Contact Center applications where the transcription functionality was built into the application. In this release, you will be able to use Continuous Stream Transcription with any application that requires transcription.
Using Continuous Stream Transcription as a standalone transcription service will require custom Studio scripts. A new Studio action called CONTINUOUS TRANSCRIPTION will be available that you can use to add transcription functionality to your Studio scripts.
For more details, select the CXone Studio filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Continuous Stream Transcription will be available in new languages. Currently, it's available in US and International English. In this release, transcription will also be available for Brazilian Portuguese and Latin American Spanish. This expands the languages you can transcribe with Continuous Stream Transcription.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
An option will be added to the Google Transcription profile page in Transcription Hub. The Sentiment Required option will enable the profile to integrate Google sentiment analysis with the transcription. This field will be required to add the Salesforce Einstein Next Best Action workflow to SalesForce Assist. For all other Google Transcription profiles, this option can remain disabled. To learn more about the Next Best Action suggestions in SalesForce Assist, select the Agent Assist Hub filter from the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
You will be able to create transcription subscriptions. This will allow you to use transcripts generated by Continuous Stream Transcription with Enlighten Copilot for Supervisors.
A new Subscriptions section will be added to the Automation & AI menu in Contact Center. A page called Transcript Subscriptions will be added to the Subscriptions section. This is where you will be able to create and manage your transcription subscriptions.
Transcription subscriptions will require custom Studio scripting using a new action, CONFIGURE TRANSCRIPTION Subscription.
For more details, select the CXone Studio filter on the top right.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
An option will be removed from the CXone Transcription configuration page in Transcription Hub. CXone Transcription is a native transcription service for Continuous Stream Transcription. The Enable Automatic Punctuation option will no longer be available when you add a profile for CXone Transcription. This option allows you to choose whether CXone Transcription automatically formats transcribed text with punctuation, capitalization, and inverse text normalization (ITN). ITN replaces certain text representations with other forms to improve readability, such as replacing "twelve thirty pm" with 12:30 PM. In this release,, automatic punctuation will always enabled, so the UI control for it will no longer be needed.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
A new option will be available in Virtual Agent Hub that will allow you to set up Autopilot integrations. The option will need to be enabled by your Contact Center Account Representative.
| Customer Request | ✖ | UI Change | ✓ |
Availability | CR On toggle |
The text-to-speech (TTS) options will be removed from the voice virtual agent configuration pages that appear when you add a new virtual agent integration. Instead of configuring TTS options in Virtual Agent Hub, you will be able to add a new Studio action to your scripts.
For more details, select the CXone Studio filter on the top right.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
All CXone-owned phone numbers will be added to the attestation database. They will also be able to receive A-level attestation. This means an indication will be sent to the recipient of the call that the caller is both authenticated and authorized to use the calling number. This will improve the answer rate of outbound call recipients.
This option is granted through STIR/SHAKEN, which CXone will support in this release. This is an FCC-required service that helps identify who's calling. It will need to be enabled for non-CXone numbers if you want this A-level attestation for your outbound calls. If it's not enabled, the numbers will receive B-level attestation by the service provider. This will indicate to the recipient of the call that the caller is authenticated, but won't verify that the caller is authorized to use the number.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
Currently, Click-to-Call is only available in the USA. In this release, it will become available in all regions.
It will also move out of a controlled release and become generally available. For more details, select the New Applications filter on the top right.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
This feature will require a Premium License.
Managers will be able to leverage long-term forecasts from WFM to create long-term plans with Enhanced Strategic Planner (ESP).
This feature will be available later in the release.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Users will be able to create future activities for days without generated schedules. These activities will remain intact, unaffected by the automatic schedule generator.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This update will enable users to easily assign or reassign weekly rules to contact center agents directly from the Agent Configuration page.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
This feature will help customers easily reference the forecast used in schedule generation.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This feature will automatically re-simulate schedules every midnight to assess the impact of changes on service metrics. This proactive approach will help managers keep service levels high without needing to do it manually, making scheduling more efficient and increasing visibility throughout changes.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This update will improve backlog visualization by displaying the current total value of backlog items. This will provide clearer and more accurate information for past and future dates.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
Managers will be able to define different conditions for different date ranges. This will allow them to cover different scenarios such as time-off periods spanning more or less than 12 months for different SUs.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |
This feature will require the Advanced License.
This Self-Service feature, which is currently available in the day schedule view, will be available in the weekly schedule view. Agents will be able to see at-a-glance time-off opportunities for the week and make decisions to sign up for intervals that meet their personal needs.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On toggle |