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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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Configurable Toast Message Duration
Session Timeout Warning
Use Company Domain Button Added to the Contact Center Login Page
Support Added for Use of Access Keys through Global Authentication/Token Endpoint
Internationalization and Localization for Global Authentication
Support Added for Claim-Based OpenID Connect Linking of New Users
Assigned Inactive State for User Skill Assignment Added to ACD Bulk Upload Template
Help Text Added to Filled ACD Bulk Upload Templates
Obsolete Fields Removed from Contact Center
Omnichannel Session Handling Available for FedRAMP
Auditing of QM Evaluation Activities
Reports Migration
Select All Button Replaced by User Counter
Removed Ability for Users to Edit their Own Visibility and Role
Drag and Drop Capability Added in Hierarchies
Meaning of Colors Changed in Hierarchies
Views Column Added to Employee Bulk Upload Template
New Permissions to Block Outbound Calling
User Assignment Permission
Continuous Agent Monitoring Permission
Display Dynamic Data When Accepting a Call
Bi-directional Presence Sync
Ring Tone for Idle Agents
New User Permissions
Unavailable Code Breakdown in Agent Reports
Increased File Size for Outbound Email Routed by ACD
New Channel Support in FedRAMP Moderate
View Changes to CXone Attendant User Settings in Audit History Tab
Clear the Extension and DID Fields When Deactivating CXone Attendant Access
DB Connector Support for CXone OpenID Login
Chat Enhancements
Studio-Related Updates
Reporting-Related Updates
Populate Third-Party Data in Customer Card
Administrative Updates
Automatic Translation in Messaging
Workflow Automation (WFA) Updates
Email Enhancements
Address Book
WhatsApp Embedded Signup
Rename of Apple Business Chat
Truly Omnichannel Rich Messaging (TORM)
Manual Approval for Shift Trade Requests in CXone WFM using the EM Agent Mobile App
Response Limits
Data Deletion
Anonymous Survey Sharing in Modern Themes
Modern Theme Survey Enhancements
Early Notice: Net Promoter Benchmarks
Early Notice: Classic Themes Deprecation
User Deletion for GDPR Compliance
WCX Cloud Integration Features
Update IEX User Data via Change File
Option to Enable IEX WFM and CXone WFM Concurrently
Multiple ACD Tenants
Streaming Export to Cloud Storage Services
Removal of Transcript from Export in the Interactions Widget
Support for Canadian French
Analytics Category Statistics Report
Customer Request | X | UI Change | ✓ | Availability | On toggle |
New Permissions to Block Outbound Calling
New Directories Tab with Dynamic Address Books
Real User Monitoring
Restrict Caller ID Choices to Verified Entries
Updates to PlaceCall StudioAction
Time Zone Filter in Quality Plan
Managing Evaluators in an Active Quality Plan
Evaluate Employees without Any Interactions
Auto-Response Evaluations
Canadian French Language Support in Category Management
Form Manager Enhancements
Auditing of QM Evaluation Activities
Reports Migration
Enhancements to Existing BI Reports
Phrases and Guidance Licensed Separately
Administration Pages Available in the Contact Center Platform
View by Interaction-Segment or Interaction
Player Enhancement: Focus Feature
Interactions and Player: Agent Behavior Scores
Search and Filter Interactions by Evaluation Status
Business Data Information in Interaction Metadata
Self-Signed Certificate Support for Screen Recording
Campaign Restrictions Won't Disable the IVR Press Path Report
Daylight Savings Time in Custom Reporting
Reporting API Updates
Business Intelligence (BI) Reports
Reports Migration
Report Enhancements
Agent Behavior Insights Report
Evaluations by Team Report
Evaluator Analysis Report
Analytics Category Statistics Report
Agent Contact Performance Report
Agent Session Report
Digital Messages Report
Updates to Studio Action: PlaceCall
Updates to Studio Action: ReqAgent
Long-Running Digital Scripts
Studio to Use Global Authentication
Support for Chatbots on Digital First Omnichannel Channels
Record Virtual Agent Voice Interactions with CXone Recording
User Assignment Permission
Continuous Agent Monitoring Permission
Support for Chatbots on Digital Channels
Intraday Enhancements
Overtime Activity Codes Enhancement for Calculating Adherence
Forecasting: Multiple What Ifs
Forecasting: Performance Enhancements in the Staffing Step
Rotation Rules: User Interface Enhancements
Forecasting by the Week
ACD
API
Developer Portal
Platform
Contact Center Recording
Reporting & Dashboards
Studio
ACD
Contact Center Attendant
Digital First Omnichannel
MAX
Personal Connection
Reporting
Studio
ACD
Dashboard
MAX
Personal Connection
Platform
Recording
Reporting
Studio
Supervisor
Contact Center Workforce Management