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This page shows the products and features currently planned for the 24.4 release cycle, which begins on 15 October 2024 and ends when the next release begins, which is currently targeted for 30 January 2025. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle. Remember that you may be required to purchase a license or sign up for a controlled release (CR) program to access some of them.
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.
Previously, the ability to use more than one routing attribute at the same time was in controlled release in the United States and Australia. In this release, it has become generally available in the United States, Australia, and Europe.
A routing attribute lets you narrow the pool of agents assigned to the ACD skill who are eligible to receive an interaction. For example, you could require that the agent has a certain license or certification. Multiple routing attributes let you further narrow the pool of eligible agents. For example, you could specify that an agent with the correct skill must also have a certain license and be able to speak a certain language to be eligible to receive the interaction. This gives you more control over which agents an interaction can route to without creating a lot of ACD skills.
To set up multiple routing attributes, you need to apply attributes to your agent user profiles. You then use Studio scripts to route interactions to agents based on the ACD skill and the chosen attributes. To avoid narrowing your agent pool so far that interactions become stuck in queue with no matching agents, it is best to use no more than five routing attributes per routing action.
You must have dynamic delivery enabled for your system to use multiple routing attributes.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Previously, voicemail message timestamps in CXone Attendant displayed in the business unit time zone with no option to adjust the setting to reflect the user's local time zone.
In this release, you can adjust the voicemail message timestamps so that each user sees them in the time zone configured for their Contact Center user profile. This makes it easier for you and your agents to find voicemails according to the time they were received.
To make this change, you must have administrator permissions in CXone Attendant.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The following are updates made to the CXone developer portal during the 24.3 and 24.4 deployment periods:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Safe Select is an all-in-one campaign management tool. It simplifies compliance around campaigns sent through voice, SMS, and email channels. The process of agents approving each communication also determines the order of records. This is useful for meeting TCPA requirements in certain jurisdictions. Other key features of Safe Select are:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
C3 Payments is a PCI-compliant payment tool. It offers a system of workflows for contacts to make a one-time secure payment. These workflows can be initiated by an agent and also be used in agentless interactions. They keep the agent out of the PCI scope, which ensures compliance for your business and security for your contacts. Other key features of C3 Payments are:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
Surfly Standalone Video Chat
Previously, Surfly only offered video chat in combination with co-browsing. In this release, Surfly offers video chat as a standalone product. If you don't need co-browsing, you can still let agents add video to any interaction.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
SMS Expansion
Textel's core SMS product received the following enhancements:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
Documentation about the CXone Expert generative AI tools guides you to do the following:
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The Expert Kernels report gives you insight into usage, queries, and content adequacy. This can help you identify content gaps and assess content readiness for AI and LLM applications.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
This report lets you view the number of translated pages on your site in a chosen date range. This can help you assess usage and overages to stay within budgeted limits and to make decisions about localization and translation. It can answer questions like how many languages users translate into, which languages are popular, and which pages are translated most often.
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
Previously, the import/export tool let you export content from a primary CXone Expert site and import it into a destination CXone Expert site to provide a localized or branded knowledge experience.
In this release, more granular site resource selections for export outputs prevent resource overwriting during import. This provides the following benefits:
| Customer Request | ✓ | UI Change | ✓ |
Availability | GA On toggle |
The back-end communication between RingCentral and CXone requires authentication. This validates the communication for security purposes. Previously, this authentication was set up to accept a username and password as valid credentials. In this release, CXone adopted OAuth as the new authentication method. You must work with NICE or your own developers to implement OAuth. The existing username/password method will continue to be supported; however, it will eventually be removed. If you have an integration with RingCentral, plan to update the authentication method. Work with your Contact Center Account Representative on a roadmap and deadline.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
Partner Adapters are available in the Korea region.
| Customer Request | ✓ | UI Change | ✖ | Availability | GA On deploy |
The Agent Refusal Expanded report provides an advanced view of your agent refusals. It includes the following new columns in addition to those available in the Agent Refusal report:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Skill Summary Expanded report provides an advanced view of your skill history. It includes the following new columns in addition to those available in the Skill Summary report:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
The Agent by Day Expanded report provides an advanced view of agent productivity. It includes the following new columns in addition to those available in the Agent by Day report:
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On deploy |
This is a late announcement of changes released in the 24.2 release. In 24.2, improvements were made to how ASR grammar files are processed in Contact Center. The following changes ensure high availability of grammar files and reduce the potential for ASR timeout issues:
Additionally, file caching has been improved. This reduces intermittent issues that occurred when existing grammar files were updated. This change also addresses failures that occurred when large grammar files were accessed for the first time.
| Customer Request | ✖ | UI Change | ✖ | Availability | GA On deploy |
This feature is available for users with the Advanced license.
Managers have the flexibility to generate a plan whenever needed. They don't have to rely on preset optimization rules. Plans expire one hour from the time of creation, based on the optimized time and date.
| Customer Request | ✖ | UI Change | ✓ | Availability | GA On toggle |
Time-Off summary data is viewable in the Hours:Minutes format, in addition to days. This allows for an easier understanding of time off earned and planning purposes.
| Customer Request | ✓ | UI Change | ✓ | Availability | GA On toggle |
You can modify the agent configuration parameters directly from the UI grid, rather than using the work rule section.
The agent configuration UI grid also offers bulk editing, as well as copy and paste functionalities.
| 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 24.4 release.
This section describes changes that have been made to feature descriptions since the initial coming soon announcement. Each item includes a description of the feature as it was originally described and an explanation of what changed.
It was previously announced that this would be available on toggle. Instead, it is available on deploy.
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 24.4 release but may be part of a future release.
A customizable search experience will let you smoothly incorporate your unique queries, permissions, and needs into CXone Expert. It will let your consumers source relevant, concise information without reading multiple articles. They will be able to use natural language search in their questions and receive natural language in their answers. This will increase query resolution efficiency and decrease support events.
Generative response reporting will let you monitor generative search queries, feedback, and click-through rate on source articles. This will help you to make informed decisions about content and settings to improve user satisfaction and increase utilization.
A new method of cross-platform authorization will work with OIDC configurations to provide faster authentication. This will allow Enlighten Copilot to work seamlessly. Receiving JWT ID tokens from Enlighten Copilot will enable IdP users to authenticate in one API call without having to authenticate with CXone Expert prior to making kernel requests.
Updates to the staffing requirement calculator during the forecasting process yield more accurate staffing requirements with higher sensitivity to parameter changes.