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This page shows the products and features currently planned for the 26.2 release cycle, which begins on 29 April 2026 and ends when the next release begins, which is currently targeted for 28 July 2026. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle. Remember that you may be required to purchase a license or sign up for a controlled release (CR) program to access some of them.
All new products and features are shown by default. If you want to see only products and features in your Contact Center system, you can clear the checkboxes to remove features you don't need from your display.
Each feature description includes a table that states whether the following details apply to it. ✓ means that the detail applies to the feature and ✖ means that the detail does not apply to the feature.
| Customer Request | The feature was developed by customer request. |
| UI Change | The feature introduces changes to the user interface (UI). |
| Breaking Change | For API features only. If your integration uses the specified API, you must update your integration to avoid disruptions. |
| Impacted Versions | For API features only. The versions of the API that were changed. |
| Availability | This cell tells you two things about the feature:
|
Learn about the platform requirements and FedRAMP support status for the Contact Center apps you use.
The name of the platform will be changed to NiCE CXone. The logo will be updated to reflect the updated name.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The names of the following applications will be updated to be clearer and more descriptive. The name changes will be reflected in the platform and in the online help. Additional product name changes may be announced in this note throughout the 26.2 release cycle.
During the transition, you may see both old and new names in different places. To make the transition to the new names easier, the online help will display the old name in parentheses after the new name.
Current Name |
New Name |
1CX |
UCaaS (Basic) |
Accent Matching |
AI Accent Matching |
Agent (CMA) |
Agent Workspace |
Agent Embedded |
Agent Workspace (Embedded) |
Agent SDK |
Agent Workspace SDK |
Agent Integrated |
Agent Workspace (Browser Extension) |
Agent for ACS |
Agent Workspace for Microsoft ACS |
Agent for MS Teams |
Agent Workspace for Microsoft Teams |
Agent for Service Cloud Voice (SCV) |
Agent Workspace for Salesforce Voice |
Ask Analytics |
Copilot for Analytics |
Autopilot |
Autopilot (Amelia/Omilia) |
AppLink |
Recording AppLink |
AutoSummary Standalone |
AutoSummary |
Business Continuity Business Continuity Plan |
Multi-Region Business Continuity |
Compliance Center |
Compliance Center (Engage) |
Conversations |
Internal Chat |
Cognigy Cognigy AI |
AI Agents (Cognigy) for Process Automation AI Agents (Cognigy) for Self Service AI Agents (Cognigy) for Sales and Marketing |
ContactEngine |
AI Agents for Proactive Engagement |
CSAT Agent Behaviors |
AI Models for Customer Satisfaction |
Desk |
Agent Workspace Premium |
DX: APIs |
BYOC |
DX: DX Chat |
DX Chat |
DX: Mpower Email |
|
DX Mpower Guide |
Guide |
DX: Public Social Channels |
Public Social Channels |
DX: Messaging Channels |
Messaging Channels |
DX: Mpower Mobile SDK |
Mobile SDK |
Engage Connect (Trusted Advisor) |
Recording Management (Engage Connect) |
Engage QM Engage QM Integrated |
Quality Management (Engage) |
Enhanced Customer Card |
Agent Workspace Advanced |
Enhanced Scheduling |
Enhanced Strategic Planner (ESP_ |
Enlighten AI for Complaint Management |
AI Models for Complaint Management |
Enlighten AI for CSAT |
AI Models for Customer Satisfaction |
Enlighten AI for Sales Effectiveness |
AI Models for Sales Effectiveness |
Enlighten AI for Vulnerable Customers |
AI Models for Vulnerable Customers |
Evaluation Insights |
Evaluation Summary |
Expert |
Knowledge Management |
Feedback Management |
Feedback Management (Satmetrix) |
Gen-Insights (Quality) |
Bring Your Own Channel (BYOC) |
IEX WFM Integrated |
Workforce Management (IEX Integrated) |
Intelligent Virtual Agent |
Interactive Voice Response (IVR) |
Interactions Hub: Data Policies, Migrated Calls, Search App |
Interactions Hub (Data Policies) |
Multi-ACD |
Engagement Hub |
Nexidia Analytics (Integrated) |
Interaction Analytics (Nexidia) |
NICE Uptivity |
Recording Management (Uptivity) |
Noise Cancellation |
AI Noise Cancellation |
Performance Management (Native) |
Performance Management (CXone) |
Performance Management (Standalone) |
Performance Management (Integrated) |
|
|
Proactive AI Agent |
AI Agents for Proactive Engagement |
Quality Central |
Quality Management (QC) |
Quality Management (QM) |
Quality Management (CXone) |
Real-Time Transcription |
Transcription |
Recording |
Recording Management (CXone) |
Sales Effectiveness Agent Behaviors |
AI Models for Sales Effectiveness |
SmartReach |
AI Outbound Engagement |
SmartSpeak Translation |
AI Voice Translation |
Supervisor |
Supervisor Workspace |
Ticketing |
Quality Management for Ticketing |
VOC |
Feedback Management (Satmetrix) |
Workforce Management (WFM) |
Workforce Management (Cxone) |
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Changes will be made to two user tokens:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
Currently, agents can transfer an interaction to an Omnichannel Routing (ACD) skill even if that skill's hours of operation are set to closed. In this release, you will be able to configure voice skills to prevent agents from transferring interactions to it if the skill is closed based on its hours of operation.
This change will prevent contacts from waiting indefinitely when no agents are available due to their department or organization being closed. By default, transfer will be allowed even if the skill is closed. You will be able to configure this setting in the ACD Skills page, via the skills bulk upload template, or by APIs that allow the creation or modification of Omnichannel Routing (ACD) skills.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to use Verint Workforce Management (WFM) as a supported third‑party WFM system with CXone. You will:
The integration will support key CXone channels and large environments, and will use secure Verint APIs for both interval data and real‑time agent state.
| Customer Request | ✖ ✓ | UI Change | ✖ ✓ | Availability | GACR On deploy On toggle |
Agent capacity rules will let you create profiles that control which interaction types agents can receive based on what they’re already handling. This will help you prevent disruptive combinations, such as blocking new voice or chat contacts while an agent is on a complex interaction. It will also help you fine-tune concurrent routing behavior without changing Studio scripts.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
In this release, Actions will provide more transparency into how answers are generated for your data questions. When you ask a question in the Insights tab, Actions will continue to show the result as usual. You will now be able to select Show Answer Explanation on the response card to view a clear, human-readable explanation of how the result was calculated.
The explanation will include details such as the metric used, data source queried, applied filters (for example, date range, skill, team, or agent), time period used, counting or aggregation logic, and how Actions interpreted your question, including the channels included. This information will be available on demand when you select Show Answer Explanation.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to ask questions about coaching activities using Data Conversation. This update introduces a Coaching domain, allowing you to view coaching insights by asking questions in natural language instead of navigating multiple dashboards. You will be able to,
This feature will be available only if your organization has a Coaching license.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to create AI agents that automatically connect to your endpoints, MCP servers - removing the need for manual schema setup or endpoint configuration.
Currently, when Flows are published from Auto Insights (Actions), they create placeholder nodes inside AI Agents (Cognigy) that require extensive manual configuration, including defining schemas, mapping inputs and outputs, and setting up endpoints. This workflow is time consuming and prone to errors.
In this release, tools for your AI agents will be automatically generated and fully configured using your existing API specifications or MCP servers. On the new Actions Settings page, you will be able to,
The application will then:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to review and edit your AI agent configuration before publishing it to AI Agents (Cognigy). You will be able to update certain agent details directly in the AI Agent Preview panel before publishing. This will give you more control over how the agent is configured in your environment. You will be able to,
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to use Actions and Auto Insights in additional regions and sovereign environments. This expansion will include new certifications for,
These certifications will allow you to run Actions while meeting regional security, compliance, and data residency requirements.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, you will be able to use Auto Insights in additional languages. Auto Insights will automatically analyze conversations across channels and languages and organize them into topics and insights. You will be able to,
Auto Insights will support the following languages:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to use Actions in Japanese. This update will let you ask questions about your contact center performance and view results in Japanese. You will be able to,
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to view Task Assist Performance Metrics in the Observability Dashboard. This will help you understand how Task Assist suggestions are used and how they perform. You will be able to track how Task Assist actions move through different stages, including Available, AI-assisted, Manual, Rejected, Execution, Success, and Failure. These visualizations will help you see how suggestions progress from recommendation to execution and outcome.
You will also be able to view execution trends over time, compare execution performance by task, and see the average execution time for different actions. In addition, a detailed table will allow you to review performance by action, including AI-assisted executions, execution rates, total successes, and success rates.
You will be able to track performance effectively through new visual components like sankey charts, total action graphs, performance metrics graphs, and drill-down views.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, the Observability Dashboard will support UK and AUS Sovereign environments. This update will allow you to view observability data and dashboards while meeting regional hosting and compliance requirements for UK and AUS Sovereign deployments.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to configure a login authenticator for the number of times users can enter the wrong password before being locked out of the system. Currently, the maximum number of attempts is six and cannot be modified. In this release, you will be able to choose from a range of three to ten, with the default being six.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
The Admin application will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The options on the Account Settings page in the Admin application will be reorganized in a tabbed layout. This change will reduce visual clutter and will make it easier to find the settings you need.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to create a list of email addresses that you want to receive scheduled reports sent from the Contact Center platform. This will give you control over who receives these reports, which helps you protect your platform data and limit the number of unnecessary reports that are sent to certain user accounts.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to assign teams to a division when creating them with the bulk upload template. This option requires that your Contact Center tenant be configured for divisions and it only applies to new teams. Currently, the option to use divisions is only available for new customers.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to assign new groups to a division. This will allow you to control access to groups. Only users in the same division as the group will have access to that group. To be added to a group, employees will need to be in the same division as the group.
This option requires that your Contact Center tenant be configured for divisions. Currently, the option to use divisions is only available for new customers.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
When you navigate to Admin > Roles and Permissions > Permissions tab > Omnichannel Routing (ACD), the Restricted Access tab appears. Currently, when you click Custom in that tab, a campaign selector appears below. In this release, when you click Custom, an Add Campaigns option will appear instead. That option will open a campaign selector pop-up.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Agent Workspace (Agent) will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
A new setting in Agent Workspace (Agent) will let you control whether agents can transfer a call to a skill when that skill is closed according to its Hours of Operation. This enhancement will only apply to voice and not to voicemail, work items, or digital channels.
To enable Conversations for agents, you will turn on a setting in their desktop profile.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new setting in Desktop Profiles will let you show or hide the Unassign & Dismiss option in the Interaction Space for digital interactions. This will help you prevent agents from using Unassign & Dismiss when it is not needed.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will see visual indicators for messages they send on social messaging channels. A clock icon will appear as soon as a message is sent, and it will update to a tick when the system confirms delivery. This will give agents a clear, instant view of message status across all supported channels.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, the product behaves this way. In this release, the product will behave this way.
For more details, select the Filter Name filter on the top right.
This feature will be available later in the release cycle.
| Customer Request | ✖ ✓ | UI Change | ✖ ✓ | Availability | GA CR On deploy On toggle |
Agents will be able to manually change their Internal Chat (Conversations) availability status from a drop-down. They will be able to select between Online and Offline. When updated, the status label and color will change immediately. The new status will be synchronized across all Internal Chat (Conversations) experiences. For example, if you change your status in Internal Chat (Conversations) in Agent Workspace (Agent), it will also change in Internal Chat (Conversations) opened from the Contact Center app selector. You will be able to reflect your current availability more clearly to your team.
This status is specific to Internal Chat (Conversations). It does not impact the agent's Contact Center state.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the CRM integration experience for Agent Workspace (Agent):
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Agent Assist Hub will be available in the US East (NA3) region.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, the product behaves this way. In this release, the product will behave this way.
For more details, select the Filter Name filter on the top right.
This feature will be available later in the release cycle.
| Customer Request | ✖ ✓ | UI Change | ✖ ✓ | Availability | GACR On deployOn toggle |
The following changes will be made to the CRM integration experience for Agent Workspace (Embedded) (Agent Embedded):
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
You will need to update your Zendesk authentication. In some cases, you may need to create a new authentication. If you do not update your authentication, your integration with Zendesk may stop working and any dynamic data or data memorialization that depends on the old authentication may no longer be available.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, status indicators are available for outbound WhatsApp and BYOC messages. In this release, they will be available for all digital channels.
These status icons will display next to agents' messages:
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to transfer calls to offline agents' voicemails. For more details, select the Attendant filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, the product behaves this way. In this release, the product will behave this way.
For more details, select the Filter Name filter on the top right.
This feature will be available later in the release cycle.
| Customer Request | ✖ ✓ | UI Change | ✖ ✓ | Availability | GACR On deployOn toggle |
The following changes will be made to the CRM integration experience for Agent Workspace (Embedded) (Agent Embedded):
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
You will need to update your Zendesk authentication. In some cases, you may need to create a new authentication. If you do not update your authentication, your integration with Zendesk may stop working and any dynamic data or data memorialization that depends on the old authentication may no longer be available.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, status indicators are available for outbound WhatsApp and BYOC messages. In this release, they will be available for all digital channels.
These status icons will display next to agents' messages:
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to transfer calls to offline agents' voicemails. For more details, select the Attendant filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
When a call disconnects, Agent Workspace for Salesforce Voice (Agent for Service Cloud Voice) will display a visual notification to the agent. This will happen when the agent hangs up, when the contact hangs up, or when the call drops due to network or system issues. The notification will appear about one second after the call ends. It will not show during an active call. It will stay visible during after-call work (ACW), when used. The notification will show the exact disconnect reason if available.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
When an agent starts a warm or cold transfer to a queue, Agent Workspace for Salesforce Voice (Agent for Service Cloud Voice) will show how busy each queue is. The queue's wait time will appear in parentheses next to the queue name. Available queues will not display a wait time indicator.
The status indicators will refresh every few seconds. They will help agents pick the best queue for the contact, reducing failed or repeated transfers and lowering handle time.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
When a call ends and the agent enters after-call work (ACW), timers will show:
They will appear for both inbound and outbound calls.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Add Caller and New Call options that appear during a conference call will be more intuitive. When an agent uses Add Caller and the consulted party answers, the system will automatically join all call legs into a single conference. The agent will no longer need to manually merge the calls. When an agent selects New Call, the system will start a consult call to the new party. It will put the original call on hold while the consult call is active.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following changes will be made to the CRM integration experience for Agent Workspace (Browser Extension) (Agent Integrated):
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
You will need to update your Zendesk authentication. In some cases, you may need to create a new authentication. If you do not update your authentication, your integration with Zendesk may stop working and any dynamic data or data memorialization that depends on the old authentication may no longer be available.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Currently, status indicators are available for outbound WhatsApp and BYOC messages. In this release, they will be available for all digital channels.
These status icons will display next to agents' messages:
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to transfer calls to offline agents' voicemails. For more details, select the Attendant filter on the top right.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to configure Agent Workspace Advanced (Enhanced Customer Card) inside Contact Center. A new Customer Engagement section will be added to the app selector. When you click Agent Workspace Advanced (Enhanced Customer Card) in that section, a configuration page will open. This page will allow you to design the layout of Agent Workspace Advanced (Enhanced Customer Card). You will be able to design one layout per tenant.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to display information related to Outbound Engagement (SmartReach) campaign calls inside Agent Workspace Advanced (Enhanced Customer Card). Agents will be able to click Call Details to see information such as skills, contact, and campaign data from Outbound Engagement (SmartReach) campaign calls.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to map customer manager attributes in Agent Workspace Advanced (Enhanced Customer Card) to case custom fields in Digital Experience (DX). When agents use click-to-email or click-to-text, the system will pass the mapped attributes to the appropriate custom fields. Mappings will be configured per layout.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agent Workspace Advanced (Enhanced Customer Card) will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
AI-generated resolutions and ticket summaries will be available in Agent Workspace Premium (Desk). They will provide agents with context about the ticket and why it was resolved. By default, AI summaries will be available for all tickets. You will be able to limit where and when they are triggered.
To use this feature, you will need to contact your Account Representative.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to add a new tab called External Data to your Agent Workspace Premium (Desk) layout. This tab will display records from a third-party CRM you've connected to Contact Center. Like in the Customer Card, records will be organized into Current Interaction and Related Interactions sections.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Agents will be able to view customer records in grid view. When agents select a customer, ticket, or account from the list in grid view, information about it will appear on the same screen. Agents will be able to switch between multiple records and update them quickly.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to configure Agent Workspace Premium (Desk) inside NiCE CXone. A new Customer Engagement section will be added to the app selector. When you click Agent Workspace Premium (Desk) in that section, a configuration page will open. This page will allow you to design the layout of Agent Workspace Premium (Desk). You will be able to design one layout per tenant.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to display information related to Outbound Engagement (SmartReach) campaign calls inside Agent Workspace Premium (Desk). Agents will be able to click Call Details to see information such as skills, contact, and campaign data from Outbound Engagement (SmartReach) campaign calls.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to map customer manager attributes in Agent Workspace Premium (Desk) to case custom fields in Digital Experience (DX). When agents use click-to-email or click-to-text, the system will pass the mapped attributes to the appropriate custom fields. Mappings will be configured per layout.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Agent Workspace Premium (Desk) will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
In this release, the Configuration Copilot Builder functionality will be designed to simplify and enhance your journey creation experience.
With this feature, you will be able to describe your desired journey in natural language, and the Copilot will automatically generate the journey structure and required configurations for you—complementing your manual setup process and reducing your effort.
A Copilot icon will be available on the interface. When you click on it, it will open the Copilot panel, where you will be able to input instructions to create or update a journey. Based on your input, the Copilot will generate the necessary journey configurations, allowing you to review, test, and refine the setup before you finalize it.
This functionality will make your journey building and management more intuitive, efficient, and accessible.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, AI Agents (Cognigy) will be able to be scheduled and invoked within the Proactive AI platform, making it easier for you to deliver conversational customer experiences.
A new Agent method will be introduced, allowing you to directly schedule AI Agents (Cognigy) in the Proactive AI platform. Once scheduled and invoked, AI Agents (Cognigy) will handle your conversational customer interactions, while Proactive will continue to orchestrate the overall journey.
If you are currently using Proactive’s built-in AI agents, you will need to update your implementation to leverage AI Agents (Cognigy).
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, the Proactive Actions MCP Server will introduce a seamless way for you to enable AI Agents (Cognigy) and similar platforms to discover and execute Contact Actions within the Proactive AI platform.
With this release, you will be able to configure and enable Contact Actions as MCP tools, making them accessible to AI Agents (Cognigy) and other applications without the need for custom integrations.
Once enabled, AI agents will be able to seamlessly discover MCP-enabled Action Tools for a journey, execute specific actions on a contact request, and receive execution results to continue the conversation.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
A new API will help you map entities between your primary tenant and BCP tenant. This will be especially useful if you already created entities (like users or ACD skills) in your BCP tenant before enabling BCP sync. Without correlation, the sync process could create duplicates or fail due to conflicts. With this new API, you will be able to provide the correct mappings up front, ensuring a smooth sync and preventing duplication.
The endpoints for this API will be:
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
You will be able to specify the division for the API in a new divisionNo parameter.
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V34 | Availability | GA On deploy |
A new API called Enable Audit will be available. You will be able to use this API to retrieve detailed audit records for reporting and compliance.
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
Currently, the Permission API returns the enabled permissions and the licenses associated with those permissions. With this release, the Permission API will return the enabled permissions as well as all licenses enabled in the tenant. Any consumer of the API should verify both the permission information and the license information, rather than relying solely on license data.
If consumers continue to infer permissions only based on what the Permission API returns, the expanded license list returned by this change will cause the logic to miscalculate permissions and grant users excessive data visibility. To avoid this risk, you will need to update your implementations to drive RBAC decisions from the permission set, not from the license list alone.
The affected API is: {{url}}/authorization/v1/role/permissions
| Customer Request | ✖ | UI Change | ✖ | Breaking Change | ✓ | Impacted Versions | V1 | Availability | GA On toggle |
The new Media Download API will be available. You will be able to use this API to bulk export voice or screen recordings. This API will be available to new Contact Center users only.
| Customer Request | ✓ | UI Change | ✖ | Breaking Change | ✖ | Impacted Versions | V1 | Availability | GA On deploy |
Currently, agents cannot transfer calls to another agent’s voicemail if that agent is logged out, leaving callers without a way to leave messages. This release will add support for transferring calls directly to offline agents’ voicemails. You will be able to enable or disable this feature at the agent level.
This feature will only be available with Attendant Plus.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to use Copilot for Engagement Hub in additional regions, including Europe (UK) and Australia (AU). Engagement Hub enables you to work with supported third-party Omnichannel Routing (ACD) platforms, such as Cisco and Avaya. With this update, you will be able to deploy and run Engagement Hub capabilities from regional environments in the UK and Australia.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, Automated Summary (AutoSummary) will become FedRAMP certified. This means you will be able to use Automated Summary (AutoSummary) in environments that require U.S. federal security and compliance standards. FedRAMP certification will confirm that the service meets strict government security requirements for handling and protecting sensitive data.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, you will be able to use Automated Summary (AutoSummary) in Japan and the United Arab Emirates (UAE). This update will expand the regional availability of Automated Summary (AutoSummary), allowing you to deploy and run the service from environments in these regions.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
A new API will help you map entities between your primary tenant and BCP tenant. This will be especially useful if you already created entities (like users or Omnichannel Routing (ACD) skills) in your BCP tenant before enabling BCP sync. For more details, select the API filter on the top right.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, you will be able to use the AI Agents (Cognigy) Signal and TMS integration as a native node in AI Agents (Cognigy). This enhancement will simplify deployment and configuration while enabling your AI Agents (Cognigy) voice bot to coordinate interaction transitions and transcript processing within CXone.
The native node will replace the current extension that is distributed as a .gz file, making setup and ongoing maintenance easier. With the native node, your voice bot will be able to perform the following CXone integrations directly within a AI Agents (Cognigy) Flow:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to see enhancements to Speech-to-Text (STT) and Text-to-Speech (TTS) capabilities that will simplify configuration and expand provider options for voice bot deployments.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, AI Agents (Cognigy) will support full PCI (Payment Card Industry) compliance to help you securely handle payment-related interactions within your CXone-powered voice and digital experiences.
With this enhancement, you will be able to use AI Agents (Cognigy) in environments that require PCI-compliant handling of payment card information, helping you meet industry security standards and regulatory requirements.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, AI Agents (Cognigy) will be available in additional regional data centers to support broader global deployments and regional compliance requirements. In this release, the integration will become available in the following regions:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, you will be able to expand use of both Automated Summary (AutoSummary) and Copilot for Agents for Engagement Hub across Europe and Australia, using select third-party Omnichannel Routing (ACD) platforms by Cisco, Avaya, and Genesys.
You will be able to use new configuration tools in Copilot for Engagement Hub, including Rules Engine, Custom Prompts, and Decision Trees, to define how agents are guided during interactions. You will also be able to test and validate these configurations before rollout.
In addition, you will be able to use AI Agents (Cognigy) for Process Automation (Task Assist) with AI Agents (Cognigy) without Studio to perform API look-ups using ANI and other metadata, send data to agents in real time, update customer records during interactions, and access metadata directly from Engagement Hub, making adoption easier without changing your existing call flows.
Support for the A-Law audio codec is now included for regions such as Europe and Australia, supporting large-scale telephony environments and enabling a consistent experience across both A-Law and u-Law regions for your global contact centers.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, you will be able to use Copilot for Agents in more regions and secure environments, with improved personalization and compliance.
| Customer Request | ✖ | UI Change | ✖ | Availability | CR On toggle |
In this release, you will be able to use Copilot for Agents in a FedRAMP-compliant environment, so you can deliver AI-powered agent assistance while meeting U.S. government security and compliance requirements. You will be able to:
AI Agents (Cognigy) and AI Agents (Cognigy) for Process Automation (Task Assist) will not be included in this phase.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, you will be able to use an expanded Decision Tree experience in Copilot for Agents to capture customer inputs. You will be able to:
Existing Decision Trees will continue to work as they do today, and you will opt in to the new experience for new configurations. Decision Trees are not available in FedRAMP or Sovereign regions.
| Customer Request | ✖ | UI Change | ✓ | Availability | CR On toggle |
In this release, there are new settings to refine how advanced rules behave during interactions. You will be able to:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, AI Agents (Cognigy) for Process Automation (Task Assist) enables AI Agents (Cognigy) to run multi-step workflows directly within Copilot. These workflows support structured, stepwise execution where interactions can pause for input and resume from the same state, enabling complex multi-turn tasks within a single interaction. You will be able to:
Workflows follow the logic defined in AI Agents (Cognigy). Copilot acts as the interface to present each step as inputs and adaptive card-based forms and to capture agent responses. Auto-fill is supported only for the optional starter form configured at the Copilot profile level, using available context. Once a workflow is invoked, execution continues based on the AI Agents (Cognigy) flow, and progress is maintained across steps.
Admins will be able to:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to define Adaptive Card schemas to send into Copilot for Agents, so you can display rich, tailored customer information directly within the Copilot experience. You will be able to:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to use Checklist cards in Copilot for Agents to guide you through key steps during customer interactions. You will be able to:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to see a new vertical toolbar in Copilot for Agents that will help you navigate more easily and stay focused during interactions. You will be able to:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, you will experience an upgraded "rephrase" prompt that will improve accuracy of detected questions without any setup. You will be able to:
This update will be applied automatically in the 26.2 release, so you will get a improved experience with no configuration required.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will see continued accessibility updates that build on the work introduced in the previous release. These updates will follow WCAG 2.2 AA guidelines and will improve clarity across the dashboard. You will see clearer colors, easier keyboard navigation, and better screen-reader support. You will also see small UI refinements, such as more consistent styling and rounded corners. These changes will improve visual clarity without changing functionality.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will receive real-time alerts in Copilot for Supervisors when specific phrases are said or not said during the interaction, as predefined in the Rules.
You will:
When a rule condition is met, Copilot for Supervisors will present an alert containing key details such as the triggering phrase, the time offset at which it occurred, the rule name, and more.
This will enable you to react quickly, support the agent, or step in when needed.
This feature will be available to tenants with both Copilot Advanced (Rules Engine) and Copilot for Supervisors licenses.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
NiCE CXone Copilot for Supervisors will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
You will see four new SmartReach metrics in the dashboard:
These metrics will give you clearer insight into agent productivity across inbound and outbound work.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to filter dashboard and report data by division ID. This will give you the ability to control data visibility for Business Process Outsourcer (BPO) and multi-division environments. Prebuilt ACD and QM reports and widgets will also support this filtering.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to filter quality-related widgets and reports using the CXone hierarchy (levels 0–11). You will also see new hierarchy columns in detailed reports. This will give you consistent filtering across evaluation and performance data.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will see a new Favorites tab on the Manage Reports page. Reports will also load all widgets at the same time, allowing you to open a report without being locked out of the rest of the system.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
CXone Data Policies will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will see a new widget that will show the history of detailed handled interactions. The widget will include the contact life, transcript, and recording for any interaction you select. You will use this widget to research interactions and see how they will be routed and handled by an agent.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will have the ability to request audit data through an API endpoint. This will allow you to retrieve detailed audit data through the API and use it as a data source for any system that will need the information.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
If you use a CXone-hosted Snowflake account, you will be able to export CXone data to additional cloud storage services supported by Snowflake, such as Azure Blob Storage or Google Cloud Storage, instead of only AWS S3. This will give you more flexibility to keep CXone data in your preferred cloud environment while continuing to use CXone analytics and reporting.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Node Watch will provide a centralized dashboard that gives Admins and Supervisors a single, consolidated view of the Desktop Discovery Client’s health status for a tenant.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
A new way to create an application will make it easier to group applications that follow a common pattern. This update will add support for wildcard‑based grouping at the application level, allowing users to define application groups more efficiently and reduce manual configuration.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The Desktop Discovery Client will be certified on the following VDI platforms:
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The Desktop Discovery Client will support gathering data from terminal emulator windows. This enhancement will allow users to configure specific text from the terminal window to be captured as the processTitle in data collection actions.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The pricing model for InteractCX will be updated.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The Pindrop Pulse for Meetings integration will be available for partners. It will provide protection against AI-powered deepfake attacks using deepfake detection, voice similarity technology, and geolocation intelligence. It will be available for Zoom, WebEx, and Microsoft Teams.
Pindrop Pulse for Meetings will be licensed separately per user.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
A new version of the chat web SDK, version 3.1, will be released. Version 1.3 will no longer be supported. Contact your Account Representative if you'll need assistance updating to the new version.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will be able to hide agents' names, photos, and other personal information from chat events. When you hide this data, the chat UI and system messages will use generic labels and icons instead of personal details. This will be configured per chat channel. This will be available in both the classic and redesigned DX Chat UI, and in the Chat Web SDK and Mobile SDK.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, interaction transcripts emailed to contacts do not include rich messages. In this release, they will show the rich message type and its fallback text.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The following UI enhancements will be made to digital chat in this release:
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
CXone Email supports integration with Microsoft SMTP servers through the Microsoft Graph API. Currently, this is only supported for outbound email. In this release, it will also be supported for inbound email.
You'll need help from your Contact Center Account Representative to configure this.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, when a contact's device does not support form messages, Apple Messages for Business sends an external form link. In this release, it will break the form into simple in‑chat messages. Contacts will answer one question at a time using quick replies, list pickers, or text replies, depending on each input type in the original form message. Apple Messages for Business will send answers back to agents as a form submission. This streamlines the form filling experience for contacts with non-compatible devices, keeping them in the chat window instead of asking them to switch to a browser. Form messages are supported in iOS 18.4 and later.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
You will be able to use the UPDATE CONTACT DIGITAL Studio action to change more priority settings for digital interactions. You will be able to set the following new properties:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Agents will be able to delete the last message they sent on BYOC channels in the agent application. The message will be deleted for both the agent and the contact. This will only be available if your BYOC APIs support delete/recall operations. If they do not, you will need to work with your third-party provider to add support for delete/recall.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Currently, for BYOC integration, the /token endpoint only accepts credentials as JSON form payload. In this release, you will be able to send OAuth 2.0 credentials as x-www-form-urlencoded. Existing integrations that use JSON format will keep working. You will be able to choose the format that works best with your integration or middleware.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Typing indicators will be available for BYOC chat channels with mTLS security enabled. They will be available for both agents and contacts on inbound and outbound interactions.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
CXone Agents will soon be able to send and receive MMS messages through the Sinch carrier. This feature will support both inbound and outbound MMS, including text and up to five attachments per message. Supported file types will include JPEG, PNG, GIF, and VCF, with a maximum file size of 5 MB per attachment.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Mobile SDK will include accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You can now choose how long a chat session lasts. A secure, read‑only cookie stores a small token that includes the customer ID and expires based on the time you set. This token is used to verify the customer when connecting to the socket, so the chat window no longer needs to store the customer ID.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The loading bar will be smaller and less obtrusive to avoid disrupting user workflows.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Channel information will be cached for five minutes, reducing repeated calls and improving performance. This will prevent the SDK from requesting the same channel details each time the app is minimized or the user navigates within the mobile app.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
This feature will provide real‑time notifications for defined events within a site, such as page creation, user updates, and file changes.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
This feature will automatically generate a description for each file uploaded to Media Manager.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This feature will add sorting options to the Pinned Pages list, including alphabetical sorting and sorting by most recently added. It will also add an update indicator to show when a pinned page has changed.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
This feature will include performance optimizations that reduce page load times across the site.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy for new sites only |
This feature will display preferred usernames from the OIDC identity provider instead of GUID‑based identifiers. The preferred username will appear throughout the UI, including toolbars, Control Panel areas, reports, and exports.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to use AI Assist in GenAI Prompts. AI Assist, implemented with AI Agents (Cognigy) will help you write and refine prompts directly within the application. As you create prompts, it will provide relevant suggestions and guidance. It will use existing product resources, such as online help, training materials, and prompt writing best practices, to suggest improvements and answer your questions in plain language.
The Edit with AI capability that was previously available in the Prompt Editor will be moved to the AI Assist. You will be able to use Edit with AI functionality directly within the AI Assist when working with GenAI Prompts.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will have more control and visibility when template updates occur. When a template is updated, you will see clear information about the new version so you can understand what has changed. You will be able to decide per profile whether to continue using the current template or move to the updated one. This will allow you to roll out template updates gradually instead of changing all profiles at once. You will also be able to create new profiles that use the updated template, allowing you to test and compare it with your existing profiles before migrating them.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be notified when a model used in your GenAI Prompts profile is nearing deprecation or is no longer supported. These notifications will help you identify which profiles are affected so you can update them to use a supported model.
You will also see an icon in the LLM list to help you quickly identify models that are being deprecated or are no longer supported.
To ensure continuity, requests made with deprecated models will automatically be redirected to supported models in the backend. However, you will still be encouraged to update your templates directly in the GenAI Prompts so you can maintain transparency and control over the models used in your prompts.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to access the Moxie Agent Attribution data in the data lake. Report directly in Guide. You will be able to access the Moxie Agent Attribution report directly in Guide in a future release.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, you can remove guide templates automatically when creating rules in Guide Admin. This action removes templates based on rules even after a page has loaded. This is useful if conditions change after you have loaded a page with a guide. You can choose to remove one specific template or all templates at once. You can find this feature in Guide Admin by creating a new rule - Guide Admin → Rules → New Rule + and selecting the Remove Guide Template action under Actions or by editing an existing rule. This feature can be enabled without downtime, and existing template actions remain unchanged.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to use a new enhancement in the Guide → Branding section that expands chat window customization through a dedicated Chat Window tab.
You will be able to easily customize key elements such as header background, font and icon colors, as well as agent and customer message bubble and font colors, all from a centralized interface.
A real-time desktop preview will display changes instantly within the chat window, allowing quick iteration and fine-tuning, while the chat can also run in a demo mode initiated directly from Guide, so users can immediately see their changes without impacting the live environment. You will be able to run chat in demo mode using options like demoMode: true, and leverage JavaScript APIs, for example,cxone('chat', 'setThemeColors', ...) for added flexibility.
Your existing CSS customizations will remain fully supported. If Branding settings and CSS do not conflict, both will be applied (for example, Branding controls text colour while CSS controls layout), but in case of conflict, CSS takes precedence.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will see continued accessibility updates that build on the work introduced in the previous release. These updates will follow WCAG 2.2 AA guidelines and will improve clarity across the dashboard. You will see clearer colors, easier keyboard navigation, and better screen-reader support. You will also see small UI refinements, such as more consistent styling and rounded corners. These changes will improve visual clarity without changing functionality.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Integration Hub will be available in the following new regions: the United Arab Emirates (UAE) and Osaka.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will be able to use your own business data, such as customer tier or retention status, directly in Interaction Analytics. This update will let you search, filter, and categorize interactions using imported business data, alongside existing IA metrics. You will see new options in filters, categories, and the Interactions Table, making it easier to analyze and report on your customer interactions. Business data will also be available for use in Dashboards, Categories, and Reporting, enabling deeper insights and more flexible, tailored reports for your organization.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Various enhancements will be made to make IA more accessible. Accessibility is now generally available for theIA application, including the core application, AutoDiscovery, and Copilot for Analytics. This update will affect user interface and functionalities across these areas.
This will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The feature will be renamed to Copilot for Analytics.
This will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Administrators will be able to configure redaction rules through a dedicated self-service interface under Admin > Analytics Services > Redaction Profiles. This feature will provide flexible, granular control over which data types are redacted from transcripts, audio, and digital interactions, supporting multiple languages and entity types. Access will be managed via new licensing and permissions, and migration will be automatic for eligible tenants.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
A new Analytics Policies page under Admin > Analytics Services will let you centrally define which language to use when analyzing interactions, based on the Business Data values. You will be able to activate or deactivate policies, sort them, and have them evaluated from top to bottom. A new Analytics Policies license and Admin permission will control the access.
Existing IA/QMA/QMP customers will receive the license automatically with this release.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The post-call transcription used by IA will be upgraded to use the new V11 ASR Transcription engine. This upgrade will improve transcription accuracy and expand language coverage to include all languages supported by IA. All supported languages will move to the V11 engine with no customer tuning required, and existing transcription workflows will continue to operate as they do today. As part of this upgrade, post‑call transcription will also transition to Transcription V11.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
Enhancements to the AutoDiscovery feature will soon be available, focusing on maintenance and operational efficiency. These improvements are designed to deliver a more streamlined and effective experience for users of Interaction Analytics without changing the overall AutoDiscovery workflows.
This will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
The maximum number of teams or skills that can be configured for views in Interaction Analytics will be increased. The new limit will support at least 500 views, allowing larger organizations to manage and analyze more teams or skills without impacting performance.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Support for Cisco Chat is coming soon to the Interaction Analytics. This feature will enable ingestion of Cisco Chat segments, enforce redaction of sensitive data, and provide analytics for customer-agent interactions, ensuring compliance and enhanced insights.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The existing CRM Ticketing (Playvox) integration, which currently supports digital channels, will be extended to include voice interactions. IA will continue to support analytics for customer/agent interactions only.
This feature will be available later in the release cycle.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to set redaction rules for specific data entities. This will give you more control over how the system will mask sensitive information in transcripts and recordings. The system will automatically apply redaction to all interactions that match your selected criteria.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to release all segments under a Litigation Hold directly from the original hold policy. With one action, you will create a matching release policy and approve it. This will remove the need to rebuild criteria manually. This change will make the release process faster and easier.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to create a new Data Tagging policy that updates selected interactions with Business Data values. You will upload a CSV file to tag contacts or segments, helping you discover interactions for compliance actions such as Litigation Hold or Playback Lock. This will allow you to classify interactions at scale using your own business rules.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
On the Risk Detection board, you will see the new Recording Quality Assurance widget. You will be able to set a quality score threshold, and the system will identify interactions that fall below it. You will then be able to adjust the threshold at any time to tighten or relax your monitoring criteria and take compliance actions as needed.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
CXone Data Policies will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Knowledge Hub ingests and stores knowledge from the knowledge source of your choice. In this release,Knowledge Hub will support Document360, WordPress, Sharepoint .aspx, LightHouse, and RightAnswer knowledge source. Additionally, the Drupal connector has been enhanced to fetch data from multiple objects.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
In this release, you will be able to set up the Salesforce knowledge connector with a simplified OAuth flow and greater control over the Salesforce metadata you ingest into Knowledge Hub.
Currently, you are required to manually generate authentication tokens by running python script to enable authentication with Salesforce knowledge management system. In this release, this manual effort is no longer required, once you enter the minimal parameters, you will be redirected to Salesforce to authenticate using Salesforce credentials. The system will automatically generate and required tokens in the background, eliminating the need to manage or reconfigure them.
You will also be able to control which metadata fields are ingested from your Salesforce knowledge source. You will see all available native and custom metadata fields with mandatory fields preselected, and you can select additional fields for use cases such as filtering, data restriction, and search relevance. Articles and metadata will be ingested based on your selections. You can modify the configuration before the first successful sync; afterward, you will have to delete and recreate the knowledge source to change the metadata selection.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
The Migrated Interactions search results will now be filtered based on the configuration of your Interaction Segment View. The system will only return interactions that meet the criteria defined in your view. For example, if the view is configured for a specific team, the search will return only that team’s interactions.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On deploy |
Currently, a Contact Center Account Representative must enable the Prompts toggle under Omnichannel Routing (ACD) > Studio in Tenant Management to make the Prompts page visible in Studio. In this release, the toggle will be removed. The Prompts page will be available by default. You will still need to assign a permission to roles in Admin to provide users access to the page.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
You will be able to export a list of Tenant Management users. This will give you greater visibility into who has access to the Tenant Management application.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
You will find Presence Connect in the app selector under Others > Connections Hub.
| Customer Request | ✖ | UI Change | ✓ |
Availability | GA On deploy |
BluIP (an automation-as-a-service provider) will be supported as a new partner in Presence Connect.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Dashboards will soon support role-based sharing so recipients of a shared dashboard will only see the metrics that apply to them. Agents will only see their own data, supervisors will see team results, and managers will see performance across the organization. This will improve clarity and help each user focus on the data that matters most to them.
This feature requires a PM – Insights license to activate.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to use the new Notepad widget to record action items, reminders, explanations, and other notes right next to your data, helping you capture context and make decisions faster.
This feature requires a PM – Insights license to activate.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
CXone Performance Management (Native) will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
You will soon save time when creating coaching sessions from a single Evaluation Summary and Bulk Evaluation Summary. When you click Create Coaching from an Evaluation Summary, the summary you are viewing will be attached automatically. If you create coaching from a Bulk Summary, all included evaluations will be added for you. The agent’s name will also fill in automatically. This update will reduce manual steps and help you move faster from evaluation to coaching with all the context ready to go. You will also be able to create coaching sessions faster. When you open an Evaluation Summary and click Create Coaching Session, the Strengths, Improvements, and Suggestions will automatically fill in for you even when you use a bulk summary. You will then review, edit, or remove anything you want so you can customize the coaching before sending it. This update will help you move quickly from finding an issue in Search to delivering clear, targeted coaching with all the context already in place.
This feature will be available for users with the Quality Management (CXone) Advanced and GenAI licenses.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
You will soon see Quality Management (CXone) Advanced analytic categories for each segment directly in the Ticket Viewer. When you hover over a segment, you will see a small highlight and an analytics card. This card will show only the categories that belong to that specific segment, so you will quickly understand what topics were discussed in that part of the ticket without leaving the Ticket Viewer. You will clearly see which segment the analytics relate to, and the hover card will stay out of the way of the main content and playback controls. If a segment has no analytics, you will not see a card for it. This will accelerate your insight discovery by helping you scan tickets faster and focus on the segments that matter most.
This feature will be available for users with the Quality Management (CXone) Advanced license.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
You will soon see a new Metrics and Analytics view that will bring all ticket-level analytics into one place. You will see agent and customer sentiment, Enlighten sentiment, agent Enlighten behaviors (requires Enlighten CSAT license), and all indexed categories together in one place, so you will quickly understand the overall gravity of how each ticket was handled at a glance. Additionally, you can see the subsequent segments in chronological order with the Quality Management (CXone) Advanced Categories for that segment, the respective sentiments, Enlighten Sentiment and Enlighten agent behaviors (Enlighten CSAT license).
This feature will be available for users with the Quality Management (CXone) Advanced license.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
Supervisors will be able to view the CSAT score provided with the CRM Ticketing through the CRM in the Ticket Metrics tab to better understand the customer’s experience.
Quality Managers will be able to assign tickets for evaluation based on CSAT scores to target improvements in Customer Satisfaction. Soon, you will be able to use a new CSAT score filter in Quality Plans to set conditions such as Less than, Greater than, Equal to, or Between. The plan will automatically select CRM tickets with matching scores, enabling evaluators to focus on interactions that need coaching most.
This feature will be available for users with the Quality Management (CXone) license.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
You will soon be able to manage Cisco chat in the same way you manage voice. With this enhancement, you will expand your Omni-Channel coverage by adding offline Cisco chat transcripts into Quality Management (CXone) through a new Store and Forward API recording source (shown in Quality Plans as Engagement Hub). You will see this new source in the Quality Plan creation screen, and when you select it, channel, screen, and skills/disposition filters will not appear, so you can focus on evaluating the imported chat interactions.
Cisco chat transcripts will be ingested into Contact Center, read by Quality Management (CXone), and treated like any other interaction segment for Quality Plans. You will then run your existing Quality Management (CXone) processes on these chats, side by side with voice, so you will get a unified view of quality across both voice and digital interactions in your Cisco-based environment.
This feature will be available for users with the Quality Management (CXone) license.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
You will be able to select and reassign multiple evaluations at once from the Manage Evaluations page. You will see a checkbox next to each interaction, plus a Select All checkbox in the header. You will be able to choose one or more interactions, up to a maximum of 50 at a time, and then click Re‑Assign. All selected evaluations will be reassigned to the same new evaluator within the same Quality Plane, and the reassignment will work just like it does today for a single interaction. You will only be able to bulk reassign evaluations that have the same evaluation type, have the same status or are in New state. If the selection does not meet these rules, you will see a clear error message and you will not be able to continue.
This feature will be available for users with the Quality Management (CXone) license.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
You will soon be able to see key interaction and business data right at the top of your evaluation forms. You will be able to add up to 10 fields (such as Channel, Media Type, Agent ID, Segment Duration, Team Name, Customer Info, Sentiment, CSAT %, and more) and view them on Evaluation, Calibration, and Self‑Assessment pages for a single, unified view of each record.
This feature will be available for users with the Quality Management (CXone) license.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
You will soon be able to use a new Save and Continue feature while working on evaluations. This feature will let you save your progress at any time so you won’t lose any updates if you leave the page or forget to submit the evaluation.
When you use Save and Continue, your in‑progress evaluation will be visible only to you. Other users will not be able to see it in reports or dashboards until you submit it. This new option will make it easier for you to work at your own pace and finish evaluations when you are ready.
While in progress, your evaluation will not appear in:
The status will change only when the user will submit the evaluation or click on Save As Draft.
This feature will be available for users with the Quality Management (CXone) license.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
You will now be able to attach up to 10 evaluations to a coaching session, an increase from the previous limit of 5. With this enhancement, supervisors will be able to include all relevant evaluations in a single Coaching Session, along with the required Behaviors and Focus Areas supported by coaching comments creating a complete, end‑to‑end evaluation‑to‑coaching flow. Agents will then review the session, provide their comments, and sign off to confirm they will be coached on all included evaluations in one consolidated session.
This feature will be available for users with the Quality Management (CXone) license.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On toggle |
NiCE CXone Quality Management (CXone) will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The Data Extract API will support multiple values for ANI DNIS records. These will appear in a new Customer Address column.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The new Interactions Journey Summary view will enable you to visualize an entire interaction journey in a single window. The Interaction ID and its related segments, including all transfers and durations will display. You will be able to select a segment and showcase all the details of that segment in the tabbed panel alongside. A Summary overview of the conversation and sentiment, a full Transcript as well as all QM insights will be easily viewable in this panel. This feature will be available in CR only.
| Customer Request | ✓ | UI Change | ✓ | Availability | CR On deploy |
The Recording Management (CXone) applications will support larger tenants with up to 50,000 named agents for all features that include user searches. The performance of user and skill search and selection will be improved to handle high‑scale environments. These enhancements will apply to Recording Policies and Interaction Search.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
NiCE CXone's Recording Search and Playback will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The new Media Download API will be available. You will be able to use this API to bulk export voice or screen recordings. This API will be available to new Contact Center users only.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Currently, deleting Interactions' recordings is a multi-hour process, with segments selected for deletion still appearing in the Search results as earmarked for deletion for up to 24 hours. In this release, a new instantaneous deletion worklfow will be introduced.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Users will be able to search and select up to 50 unique fields out of the available 250 unique business data fields supported, to display in Interactions Search. This feature is also supported in Playback, Recording Policies and Data Extraction and is now available as GA.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to guide agents by placing real-time notes anywhere on their screens during live monitoring. This will give you instant context, a less intrusive way to coach, and a quick way to point out and fix mistakes. You will also be able to do this during a call or when no call is active, which will support Back and Mid-Office workflows.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to update an agent’s Can be Recorded (Screen) setting directly in the ScreenAgent Manager. This will save you time by removing the need to switch to the Employees app to modify recording permissions.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
You will be able to specify the division for the API in a new divisionNo parameter.
| Customer Request | ✖ | UI Change | ✖ | Availability | CR On deploy |
A new API called Enable Audit will be available. You will be able to use this API to retrieve detailed audit records for reporting and compliance.
| Customer Request | ✓ | UI Change | ✖ | Availability | CR On deploy |
You will be able to use disposition categories from Outbound Engagement (SmartReach) in Contact Center. When agents handle interactions on Outbound Engagement (SmartReach) skills, they will see the disposition categories you configured.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
You will be able to create a custom list of favorite actions. Favorited actions will appear in a Favorites category at the top of the Actions palette on the left side of the script canvas. Each script developer's list of favorites will be saved to their preferences and will load in every script they open in Studio.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, all actions have a white background with a colored icon. In this release, the action backgrounds will be changed. They will be solid colors with white text and icons. Different action types will have their own colors to make it easier to tell what the purpose of an action is in the script. For example, actions that interact with the Omnichannel Routing (ACD) application will be bright pink, actions that provide scripting logic will be green, and actions that interact with data will be gray.
This feature will be available later in the release cycle.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The search bar on the Scripts page will be updated. Currently, the search bar has a drop-down where you can specify the search criteria. In this release, it will become more like a traditional search bar. You will still be able to filter based on script name, action caption, parameter name or value, script media type, and specific actions. These options will be available in drop-downs that appear beneath the search bar.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The script trace output window will be updated to make working with script traces more convenient. You will be able to:
This feature will be available later in the release cycle.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
The ANNOTATION action will be enhanced with a rich text editor. The editor will allow you to modify your annotation notes with background colors, links, and text modifications such as italics, bold, and underlines. This will allow you to create more readable notes that improve the user experience.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, a Contact Center Account Representative must enable the Prompts page for your Contact Center system. In this release, the Prompts page will be made available for all systems automatically. Access to the Prompts page will still be controlled by a permission that a Contact Center administrator must assign to user roles. This permission will be enabled automatically for the default Administrator role. This change will reduce the steps involved in making the Prompts page available to your script developers.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
A new script type will be available that will let you create suppression scripts. These scripts are required to set up call suppression for outbound interactions. Call suppression lets you temporarily suspect outbound calls and SMS messages to contacts that meet certain criteria.
When you create a suppression script, the new script will be automatically contain a template of a basic suppression script. You can modify it as needed to meet the needs of your organization.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Currently, you can only promote or copy scripts one at a time as part of the script lifecycle development process in Studio. In this release, you will be able to promote or copy scripts in bulk. This will make it faster and easier to complete these actions on multiple scripts.
| Web or Desktop Studio | Web only | Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
You will be able to log out one or more agents at once from the Focused view Agent grid.
This will help you address scenarios where multiple agents need to be logged out at once, such as:
This feature will be available only to tenants who enable it in the Supervisor Settings, and to users with the required permission assigned.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
With the 26.2 release, Unified Agent States will be generally available (GA). A toggle will be made available to all. You will be able to enable Unified Agent States at your discretion using this toggle.
We strongly recommend that all customers transition to Unified Agent States, as this will represent the standardized and consistent agent state model across the entire product suite.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to provide real-time contextual guidance to agents while monitoring their screens, by pinning sticky note comments directly on their screen.
This interactive screen assistance will allow you to coach agents in the moment, reduce handling errors, and improve first-contact resolution during live interactions.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will have visibility of agent grouping for easier monitoring and filtering in the Live Monitoring Agent grid.
This will let you organize and view agents according to any logical grouping you choose, such as Location or Seniority, giving you full control over how you monitor and manage your workforce.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You will be able to use NiCE CXone Supervisor while your agents work in Salesforce using the NiCE Agent app for Salesforce.
With this release, you will also be able to view Salesforce Digital contacts handled by your agents, with limited monitoring capabilities.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On toggle |
In this release, you will be able to expand low scores in the query’s Summary panel to view clear, ranked reasons for the low score. These explanations will highlight issues related to retrieval, metadata, or query style: such as vague queries or queries that ask for multiple things at once. Based on the explanations you will be able to adjust your query or answer more effectively.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to test the Automated Summary (AutoSummary) use case directly in Test Suite.You will be able to select the Automated Summary (AutoSummary) option from the Flow menu, when creating or running a test session. You will be able to choose the transcripts by adding segments to include in the Automated Summary (AutoSummary). Test Suite will run the Automated Summary (AutoSummary) analysis only on the segments you selected. The generated summaries will be displayed alongside the original transcripts, so you can easily review the results.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In this release, you will be able to export your Test Suite results to CSV. When you export the data, you will be able to download an archive containing two CSV files: one for table query data and one for key insights. The files will include clear names that show the flow name, session name, version, date, and whether the file contains key insights or query data. You will be able to export sessions even if they have not been analyzed yet. All queries will still be included in the export. If some queries were not analyzed, the related metrics will be marked as “NA.”
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
Topic AI will soon be enhanced with a new multilingual engine (TAS 5.6), enabling analysis of customer intents and agent actions on non-English transcripts. In this release, you will be able to use Topic AI with a single supported language per model.
The supported languages are:
This release does not support blended-language datasets.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
To make Topic AI actions easier to understand, the Tune action will be renamed to Modify. This new term better describes how you change and improve topics, while the actual function stays the same. You’ll see the new Modify label in the Topic AI interface everywhere the Tune option was used before.
This feature will be available later in the release cycle.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Transcription has a post-call transcription mode that provides a complete transcript at the end of the interaction. After being in controlled release, in this release, post-call Transcription V11 will be generally available. The upgrade will improve transcription accuracy and expand the list of supported languages to include those supported for Continuous Stream Transcription.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
You will soon be able to add and edit custom vocabulary in post-call transcription mode for all supported languages. This will let each tenant define special words, boost important terms, and set find-and-replace rules. Any changes will appear in transcriptions within five minutes. This will give you better accuracy and more control over how the system understands your language needs.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On deploy |
In version 26.2 and later, staffing requirements in Forecasting > Staffing Simulation will be more accurate. The simulation will incorporate agent Ready Time into the staffing logic, so the requirement numbers will more accurately reflect how your contact center will operate.
The calculation will also use your configured skill groups, which will improve accuracy in multi skill environments. Because the simulation will follow a more realistic handling model, you will see higher required agent counts than before.
To benefit from the improved logic, staffing must be recalculated. If schedules are already published, you will re run Staffing for the active job. If the schedules have not yet been published, you will either update the existing job or run a new one. Until you recalculate staffing, existing jobs will continue to show the old requirement values.
| Customer Request | ✓ | UI Change | ✖ |
Availability | GA On toggle |
In Schedule Manager, you will be able to review, edit, and delete existing future activities from a single place. This will help you keep your future activity plans accurate.
Currently, when you create future activities, you cannot view or edit them all in one list or update them in a controlled way.
In this release, previously defined future activities will be available in an editable list. You will be able to modify or delete future activities you no longer need, improving efficiency and reducing the time it takes to adjust them.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
In Setup > Activity Codes, you will be able to choose custom colors for your activity codes and see them applied in Schedule Manager. This will help you quickly distinguish different activities of the same type on schedules without relying only on text or hover.
Currently, activity codes of the same type (such as Busy, Break, Open, Out of Office, or On Call) share a single system-defined color. In the Schedule Manager grid, these activities often look the same, and you need to hover over or read the labels to understand which activity you are viewing. It is also not clear when color changes made in Activity Codes will appear on the schedule.
In this release, you will have the option to select a default or custom color when you create or edit an activity code on the Activity Codes page and display the Activity code names within Schedule Manager. These custom colors will appear across Schedule Manager.
My Zone, Requests, RTA, and other WFM pages will update in the upcoming 26.3 release. Some categories, such as Organization Closed and Unavailable, will continue to use their system-defined default colors. This will make it easier to visually distinguish activities, review schedules more quickly, and support future enhancements that rely on clear activity visuals.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This feature is only available with the WFM Premium license.
In an upcoming release, Enlighten Actions Copilot will add WFM focused Q&A capabilities. This will provide a new type of workforce insight, helping managers review performance trends and plan upcoming days with more confidence.
Currently, Enlighten Actions Copilot does not offer dedicated, curated WFM questions. Managers have limited support in Copilot for reviewing workforce performance, adherence patterns, and historical staffing trends based on WFM reporting data.
In this release, Enlighten Actions Copilot will support a curated set of WFM questions that use reporting data (not real time Intraday data). These questions will be well-suited to performance evaluation, adherence pattern analysis, and historical trend review. They will be available wherever the main Enlighten Copilot experience is accessible, based on permissions.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
This feature is only available with the WFM Premium license.
In an upcoming release, a Copilot Q&A panel will be embedded in Intraday Manager, so managers can ask supported WFM questions directly from the intraday view without switching pages.
Currently, managers must leave the Intraday page to use Copilot for WFM questions, which increases context switching and makes it harder to review intraday data and Copilot insights side by side.
In this release, you will open the Copilot panel from the Intraday header and ask WFM prompts (the same set as in Enlighten Copilot; permissions enforced). Answers will be based on Snowflake reporting data (not real‑time intraday), which is ideal for performance evaluation and planning.
This will provide faster insight with less context switching and help you diagnose recent adherence and coverage patterns and prepare for upcoming days, all within the Intraday page.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
This feature is only available with the WFM Advance license.
You will be able to run an on demand optimization in Schedule Optimization > Plans that proposes extra hours for eligible agents. The optimizer will evaluate interval level staffing gaps, agent skills, multi skill leverage, and daily and weekly hour limits, and will suggest extending shifts at the start or end where it will have the greatest impact.
This will help managers quickly identify the most effective agents to extend without manually checking hour balances, skill fit, or coverage needs. After you review the proposed extensions on the Plans page, you will apply them directly to schedules.
Currently, when you need extra hours to cover demand, you often rely on manual judgment or approval rules to decide which agents' shifts to extend and by how much. It is hard to balance skill needs, existing schedules, and labor constraints, such as maximum hours per day or week. This increases the risk of non-compliance and can result in inefficient use of multi-skilled agents.
In this release, optimization will support only Extra Hours. Running both Break and Extra Hours optimizations for the same job is not yet available and will be supported in a future release.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
On the My Zone > My Schedule page, CXone WFM will include significant accessibility improvements to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs. These changes will help ensure that more users can view and manage their schedules, requests, and activities with confidence.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, multiple notifications regarding schedule requests lack clear, necessary details to keep users well-informed. Details in the notifications are vague, not specific to the user, or lack the type of request made.
In this release, notifications will be more informative and provide clear updates specific to the agent, including start and end times for schedule changes and the specific activity impacted by the request. Supervisors will also receive appropriate notifications for all schedule requests, including when trades are canceled after acceptance.
In addition, references for supervisor approval will appear only when approval is required. These updates to In-App notifications, emails, and mobile push notifications improve clarity, helping users stay informed.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
In the CXone WFM mobile app, the trade experience will be more closely aligned with the web trade flow, so agents can follow a consistent, intuitive process in both My Zone and the Mobile app. This will make it easier and faster for agents to request and complete trades without having to relearn different behaviors for each channel.
Currently, the mobile trade flow differs from the web experience in navigation, validation, and how agents choose days and partners for trades. This can cause confusion, extra back-and-forth, and a disjointed experience for the agent.
In this release, the mobile trade flow will be refined to better align with the web trade logic, with synchronized navigation and clearer notifications. All configured Shift Trade parameters will continue to be enforced for mobile trades, and agents will select the day or days they want off, which will filter the list of eligible trade partners. These changes will be available with the CXone WFM mobile release 3.7.1, targeted for 13 April.
These updates will provide a more consistent trade experience across My Zone and the Mobile app while honoring the trade rules defined by admins.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
In the CXone WFM mobile app, agents will be able to trade a day off, not just a scheduled shift. This will give agents more flexibility to adjust their days off using the same trade options they already use in My Zone.
Currently, agents can trade only scheduled shifts in the mobile app. If they want to trade a day off, they must go through additional manual steps or use the web experience, and they cannot easily filter potential trade partners by the day they want off. This limits flexibility and makes it harder to find suitable matches.
In this release, agents will have the additional option to start trades by selecting a day off rather than only on a working shift. The mobile Trade flow will validate all configured shift trade parameters defined by the administrator, and agents will define preferences for which day off they want to filter the list of eligible target agents. These changes will be available with the CXone WFM mobile release 3.7.1, targeted for 13 April.
The Day Off Trade enhancement will help provide agents with unified trade experience regardless of the channel they use to submit a trade request.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
Currently, the Mange Request page calculates and displays net staffing across all dates retrieved. This can affect page performance and initial page load times, negatively impacting the overall user experience for a high-touch and widely used approval page for agent schedule requests.
In this release, a new View Net Staffing parameter will be added to the Manage Request page. After the page has loaded, managers can select this new parameter to display net staffing. Managers will see the net staffing for any date they navigate to, while the page remains more responsive and scalable as the number of requests grows.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
CXone WFM will advance toward supporting larger tenant sizes through performance and usability improvements.
Currently, very large environments can experience slower responses and more complex navigation in areas such as Manage Requests > Trades tab, Approval Rules, and My Zone when handling high volumes of agents and requests.
In this release, WFM will add enhanced filtering (with supporting pagination) in Manage Requests > Trades, Approval Rules, and My Zone > Schedule Requests to better handle large datasets. These changes are part of a broader initiative to certify CXone WFM for large customer tenants, helping you maintain responsiveness and manageability as your operation scales.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
The CXone Dashboard will display WFM reports with enhanced, visual dashboards. This update will give you more intuitive access to workforce insights and simplify the analysis of key WFM metrics in one place.
Currently, WFM reports are available under the Reporting application, using traditional tabular views and a separate navigation path. This can make it harder to quickly visualize trends, compare metrics, and keep WFM data aligned with other CXone dashboards.
In this release, WFM reports, including Adherence, Intraday Manager, and Time Utilization, will be available as prebuilt reports within the CXone Dashboard experience, utilizing the same underlying data but with enhanced visualizations and filtering options.
You will be able to view dashboards created through the Metrics option, displayed according to the user's selected time zone, alongside other CXone dashboards. This improves usability, visibility into agent time allocation and performance, and helps supervisors make better-informed scheduling and operational decisions.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
In an upcoming release, the integration of 3rd party ACDs (that do not provide Agent Adherence Report, such as Amazon Connect ACD) and CXone WFM will generate the Agent Adherence Report. This will allow CXone WFM to consume normalized Amazon Connect agent activity and use it for historical adherence reporting.
Currently, customers using Amazon Connect with CXone WFM cannot generate the WFM Agent Adherence Report from Amazon Connect data, which limits their ability to review historical adherence and agent behavior directly in WFM.
In this release, CXone WFM will enable the generation of the Agent Adherence Report from Amazon Connect ACD. This will help customers manage workforce adherence more effectively by providing a consistent, WFM-native view of agent activity sourced from Amazon Connect.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On toggle |
The Release Adjustments section describes the changes, removals, and additions made in the feature descriptions since the initial coming soon announcement for the 26.2 release.
This section describes changes that have been made to feature descriptions since the initial coming soon announcement. Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.
It was clarified that this feature is for voice only.
This section describes product changes that were included in the initial coming soon announcement and have since been removed from this release. These will not be part of the 26.2 release but may be part of a future release.
Currently, unified quick responses are in controlled release (CR). In this release, they will be generally available (GA).
You can configure short messages that agents send to contacts while working in the agent application. Today, these messages must be set up in different areas of Omnichannel Routing (ACD), depending on the type of message needed. This makes the configuration process confusing and inefficient. In this release, we will deliver a new, unified Quick Response. This will allow you to create and manage all of these messages in one place.
Instead of associating quick responses with tags, you will associate them with skills. This will more intuitively fit contact center processes.
Digital quick responses and rich messages will be automatically migrated.
Both of these will appear on the Message Details screen.
This section notes product changes that have been added to this release since the initial coming soon announcement. To see the following features in detail, select the product in the filter on the right.
Disposition Categories in NiCE CXone