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Customer Request | The feature was developed by customer request. |
UI Change | The feature introduces major user interface (UI) changes. |
Availability | When you can expect to see the feature in your environment.
On toggle— This is a major release. The feature automatically toggles on later in the release.
On deploy—The feature is immediately available when the new release deploys to your environment.
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Support for Windows 11 OS
Customer Request | ✖ | UI Change | ✖ | Availability | On toggle |
Removal of ACD Historical Rules
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
End of Data Ingest API
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Bot Builder
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
CXone Supervisor
Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Outbound Skill Schedule Available in ACD Skill Bulk Download
Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Users Permission Renamed to ACD Users
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Certain Non-Editable Fields Removed from ACD User Record
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Contact Center Messaging SMS Regional Expansion
Contact Center Messaging SMS will be available in new regions.
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Added Ability to Create Views by Hierarchy
Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Modified Hierarchy Limits
Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Redesign of Employee Profile
Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Security Settings Drop-Down Added to Left Menu
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Views for Interaction Data in Contact Center Messaging
Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
New Integrated Softphone Role Permission for MAX
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
New Permissions to Remove Access to Address Book in MAX
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
View by Evaluation
Customer Request | ✓ |
UI Change | ✓ | Availability | On toggle |
New BI Reports
Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
New Permissions for CXone Supervisor
Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Ability to Modify Views in Employee Bulk Upload
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Customer Data Sent on Transfer
Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
List of Future Commitments
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Load Digital History in Agent for Salesforce
Customer Request | ✓ | UI Change | ✖ | Availability | On deploy |
Elevate Calls to CXone Messaging
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
DFO Quick Replies
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Real-Time Interaction Guidance Available for Agent for Salesforce
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Digital Engagement API Updates
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Disposition-Based Time to Live (TTL)
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Prioritized Hold and Release on Interactions
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Audit History Tab in CXone Attendant Application Window
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
New Permission for Impersonation
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Available Options for Logging in to DB Connector Updated
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Digital Engagement API Updates
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Feedback Management with DFO
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Reporting Enhancements
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
CXone Supervisor with DFO
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Views to Restrict Visible Data
Customer Request | ✓ | UI Change | ✖ | Availability | On toggle |
Delete an Email Channel
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Toggle for Text Direction in Email Channels
Customer Request | ✖
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UI Change | ✓
|
Availability | On toggle |
Expanded Quick Replies Support
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Link Preview Generation for Apple Messages for Business
Customer Request | ✖
|
UI Change | ✓
|
Availability | On toggle |
Authentication Message (oAuth) Enhancement for Apple Messages for Business
Customer Request | ✖
|
UI Change | ✓
|
Availability | On toggle |
Default Translations for Chat
Customer Request | ✖
|
UI Change | ✓
|
Availability | On toggle |
DFO Chat Web Software Development Kit (SDK)
Customer Request | ✖
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UI Change | ✖
|
Availability | On toggle |
End Chat While in Queue
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
JavaScript API Command: Hide Queue Counter
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
JavaScript API for DFO Guide
Customer Request | ✖ | UI Change | ✖ | Availability | On deploy |
Pre-Contact Survey Form
Customer Request | ✖
|
UI Change | ✓
|
Availability | On toggle |
Workflow Automation (WFA) Job: Mark Contact as Abandoned
Customer Request | ✖
|
UI Change | ✓
|
Availability | On toggle |
Survey Response Limits by Customer Segment
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Web Pop-Up Improvements
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Scorecards for Single Select Questions
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Speech-to-Text Technology Upgrade
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Survey Integration Support for Digital First Omnichannel - Available Now!
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Search
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Support for French and German
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Improvement to Australian English Transcripts
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Removal of Sampling
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Enlighten Behavioral Metrics
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Analytics Metrics Statistics and Category Statistics Reports: Drill to Interactions
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
AutoDiscovery: Export AutoDiscovery Results
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Category Rules: Matching with Word Variations
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Workspace UI Update
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Permission to Turn Off Echo Cancellation and Noise Cancellation
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Phone # Timeout Name Change
Customer Request | ✖ | UI Change | ✓ | Availability | On deploy |
Permissions to Remove Access to Address Book Elements
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Manual Fax Override in MAX
Customer Request | ✓
|
UI Change | ✖
|
Availability | On deploy |
Recent Interactions in My Zone
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Cluster and Business Unit Safeguards
Customer Request | ✓
|
UI Change | ✖
|
Availability | On deploy |
OnPreview Studio Action
Customer Request | ✖
|
UI Change | ✖
|
Availability | On deploy |
Outbound Skill Schedule Available in ACD Skill Bulk Download
Customer Request | ✓
|
UI Change | ✖
|
Availability | On deploy |
Changes to Abandonment Calculation
Customer Request | ✖
|
UI Change | ✖
|
Availability | On deploy |
Manual Fax Override in MAX
Customer Request | ✖
|
UI Change | ✖
|
Availability | On deploy |
Improved Voicemail Laydown Accuracy
Customer Request | ✖
|
UI Change | ✖
|
Availability | On toggle |
Ability to Modify Agentless Ports Allowed on Running Skill
Customer Request | ✖
|
UI Change | ✖
|
Availability | On deploy |
Viewable and Modifiable Proactive XS Settings in Skill Management
Customer Request | ✓
|
UI Change | ✖
|
Availability | On deploy |
View by Evaluation
Customer Request | ✓
|
UI Change | ✓
|
Availability | On toggle |
Calibrations
Customer Request | ✓
|
UI Change | ✓
|
Availability | On toggle |
BI Reports
Customer Request | ✖
|
UI Change | ✓
|
Availability | On toggle |
QM BI Report Enhancements
Customer Request | ✖
|
UI Change | ✓
|
Availability | On toggle |
Customer Request | ✖
|
UI Change | ✓
|
Availability | On toggle |
AppLink
Customer Request | ✓
|
UI Change | ✓
|
Availability | On toggle |
Real-Time Interaction Guidance Available for Agent for Salesforce
Customer Request | ✖ |
UI Change | ✓
|
Availability | On deploy |
View Agent Real-Time Interaction Guidance Scores in CXone Supervisor
Customer Request | ✖ |
UI Change | ✓
|
Availability | On deploy |
Real-Time Interaction Guidance Score Available in Agent Contact History Report
Customer Request | ✖ |
UI Change | ✓
|
Availability | On deploy |
New Field in Interaction Metadata: Agent Contact Number
Customer Request | ✓ | UI Change | ✖ |
Availability | On toggle |
ScreenAgent Enhancements
Customer Request | ✓ | UI Change | ✖ |
Availability | On toggle |
Interactions Application Enhancements
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Recording API Usage Report
Player Enhancements
Customer Request | ✓ | UI Change | ✖ |
Availability | On toggle |
Recording API Usage Report
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
ScreenAgent Updates
Customer Request | ✖ |
UI Change | ✖ | Availability | On toggle |
Business Intelligence (BI) Reports
Renaming Digital Agent Message Statistics Report
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Agent Contact History Report
Customer Request | ✓ | UI Change | ✖ |
Availability | On toggle |
Enhancements to the Agent Contact Performance Report
Customer Request | ✓ | UI Change | ✖ |
Availability | On toggle |
New CXone Billing BI Report
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
New CXone Billing BI Report
New Abandons by Skill BI Report
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
New Campaign Summary BI Report
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
New BI Reports
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Interaction Analytics BI Report Enhancements
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Quality Management BI Report Enhancements
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
WFM BI Report Enhancement
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Business Intelligence (BI) Reports
Data Download Reports
Report Multi-Runs
Customer Request | ✓ |
UI Change | ✖
|
Availability | On deploy |
Prebuilt Reports
Advanced Caller ID Support in Reporting
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Updated Options for Logging in to Studio
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Improved Object Handling in Script Validation
Customer Request | ✓ |
UI Change | ✖
|
Availability | On deploy |
REST_API Action Returns Additional Information
Customer Request | ✓ |
UI Change | ✖
|
Availability | On deploy |
REST_API Bulkhead Limit for Individual Tenants
Customer Request | ✓ |
UI Change | ✖
|
Availability | On deploy |
Enhancements to GETQUEUE and COUNTAGENTS Actions
Customer Request | ✓ |
UI Change | ✖
|
Availability | On deploy |
New Action: OnPreview
Customer Request | ✓ |
UI Change | ✖
|
Availability | On deploy |
Google Dialogflow Renamed in Virtual Agent Hub
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Set Parameters in Google Dialogflow CX Virtual Agent Bots
Customer Request | ✓ | UI Change | ✓ | Availability | On deploy |
Advanced Caller ID Enhancements
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Google Verified Caller ID Support
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Business Calls API Support for Advanced Caller ID
Customer Request | ✖ |
UI Change | ✖ | Availability | On deploy |
Advanced Caller ID Support in Reporting
Customer Request | ✖ |
UI Change | ✓ | Availability | On deploy |
Import Schedules via CSV File
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Skill Proficiency Scores
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Full Day Trade
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Forecasting—Manual Select Models and Unit
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Forecasting—Import Forecast Data
Customer Request | ✖ |
UI Change | ✓ | Availability | On toggle |
Recurring Special Days
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Forecasting—Grid Mode
Customer Request | ✓ | UI Change | ✓ | Availability | On toggle |
Shift Trade Conditions
Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Shift and Activity Length in Daily Rules
Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Real Time Adherence: User Interface Enhancements
Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Intraday Enhancements: Outbound Data, Filtering by Scheduling Unit, and Refined Staffing Metric
Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
Support for Cancellation of an Approved Time-Off in the Mobile App
Customer Request | ✖ | UI Change | ✓ | Availability | On toggle |
API
MAX
Personal Connection
Platform
Recording
Reporting
ACD
Digital First Omnichannel
Personal Connection
Studio
Supervisor Permission
Customer Request | ✖ | UI Change | ✓ |
Availability | On toggle |
Folders
Customer Request | ✖ | UI Change | ✓ |
Availability | On toggle |
Bot Skills
Customer Request | ✖ | UI Change | ✓ |
Availability | On toggle |
New Skills Tab
Customer Request | ✓ | UI Change | ✓ |
Availability | On toggle |
Modify Agent State
Customer Request | ✓ | UI Change | ✓ |
Availability | On toggle |
Supervisor Permission
Customer Request | ✖ | UI Change | ✓ |
Availability | On toggle |
Improved Notifications for the Mobile App
Customer Request | ✓ |
UI Change | ✖ | Availability | On toggle |
Features to Be Released at a Later Date
Changes to Categorization of Actions on Framework Tab
ACD
API
Digital First Omnichannel
Security & Compliance
Studio