Release Date: Spring 2022

Coming Soon in Spring 2022 

Global Changes

Unicode Character Support for User Input
 
CXone will fully support user input in any Unicode character set, including Japanese characters. This will include applications and features such as Studio, WFI, DB Connector, and Workflow Data. Users will be able to enter text into fields, file names, prompts, and so on, using characters from any Unicode character set. This will improve user experience, allowing users to enter text in the language they're most comfortable using.
Customer Request ✓ UI Change X Future Enablement X
CXone Message Duration Control
 
You will be able to specify how long CXone messages display in the CXone platform interface before disappearing. CXone messages include error messages and success messages.
Customer Request X UI Change ✓ Future Enablement X
Session Timeout Warning
 
You will receive a timeout warning after 20 minutes of inactivity in the CXone platform. You will have the option to stay logged in or to log out.
Customer Request X UI Change ✓ Future Enablement X

ACD

Skill Name Enhancement
 
You will be able include a colon (:) in a skill name. This change will be effective for skills created:
  • In the ACD application
  • By using bulk upload
  • By using APIs
This enhancement will provide an additional option if you need to distinguish between multiple skills.
Customer Request ✓ UI Change ✓ Future Enablement X

Admin

Omnichannel Session Handling Enhancements for Non-Voice Interactions
 
If you have both Digital First Omnichannel (DFO and Omnichannel Session Handling (OSH) enabled for your tenant, the employee and team Contact Settings tab will change. DFO live chat, email, and CXone Messaging SMS will appear in the Contact Handling and Contact Refusal Timeouts settings. For all other types of DFO interactions, you will be able to configure these two settings for a new media type: Digital. For more information, select Digital First Omnichannel in the filter on the right.
 
This change will give you more control over your DFO and other non-voice interactions. It will make it more efficient to add new contact methods to your environment.
Customer Request X UI Change ✓ Future Enablement ✓
New Permissions for Business Unit Tabs
 
New permissions will be added for the following ACD business unit tabs:
  • Usage—New permission: Business Unit Usage
  • CXone Attendant—New permission: Business Unit CXone Attendant
The new permissions will give you more granular control of your users' access. These changes may affect your users' current access. If they do, you will need to edit your current permissions. These updates will close loopholes in the security model in these tabs.
Customer Request ✓ UI Change ✓ Future Enablement ✓

API

API Updates to Support Role-Based Access Control for Views Related to User Visibility
 
The Remove Skill Agent Assignment API (SKLAGT_REMV17) will be updated to support role-based access control (RBAC) for user visibility as defined with Views. RBAC increases security within CXone. Previously, this API ignored settings related to Views. If you use this API and have configured user visibility in Views, you may need to make adjustments.
Customer Request X UI Change X Future Enablement ✓
Unified Skill Assignment for Digital First Omnichannel Skills and ACD using APIs
 
You will be able to change agent ACD skill assignments for Digital First Omnichannel ACD skills using ACD APIs. This will give you the same flexibility when working with digital ACD skills that you currently have with omnichannel skills. For more information, select Digital First Omnichannel in the filter on the right.
Customer Request X UI Change X Future Enablement ✓
Updated Digital First Omnichannel API
 
The Digital First Omnichannel API will be updated. For more information, select Digital First Omnichannel in the filter on the right.
Customer Request X UI Change X Future Enablement ✓
Updated Studio API
 
The Studio API will be updated. For more information, select Studio in the filter on the right.
Customer Request ✓ UI Change X Future Enablement X
Updated WFM API
 
The WFM API will be updated.
Customer Request X UI Change X Future Enablement ✓

Channels

New Channel: Instagram Direct
 
You will be able to set up Digital First Omnichannel to send and receive direct messages through Instagram.
Customer Request X UI Change ✓ Future Enablement ✓
New Channel: WeChat
 
You will be able to set up Digital First Omnichannel to use basic messaging through WeChat.
Customer Request X UI Change ✓ Future Enablement ✓
Apple Business Chat Enhancements
 
Apple Business Chat Enhancements will include:
  • Quick Replies—You will be able to define up to five choices for an agent to choose from as a quick reply in a chat.
  • List Picker—You will be able to include icons for each item in the list picker.
  • Apple Pay Confirmation—The agent will receive a confirmation of payment immediately after the contact sends it.
Customer Request X UI Change ✓ Future Enablement ✓
DFO Chat Enhancements
  • Group chat—Agents and contacts will be able to invite more people into a conversation.
  • New conditions for tracking live behaviors:
    • Aggregated time spent on site
    • Time spent on page
    • Chat service status
    • Proactive actions by channel
    • Custom rule via API integration
    • Scroll depth
    • Number of clicks
    • Inactivity
  • Inactivity popup—You will be able to use various conditions to display a popup warning the contact that their session will expire due to inactivity.
  • Reporting—You will be able to view a set of reports on web visitors, conversion rates, and efficacy of chat actions.
Customer Request X UI Change ✓ Future Enablement ✓
CXone Email Enhancements
 
CXone email will have the following updates:
  • New authentication method for SMTP—You will be able to set up certificate-based authentication for an extra layer of security on your email server.
  • DKIM self-service—You will be able to generate a DomainKeys Identified Mail (DKIM) key for setting up cloud email. This will add an extra layer of security to email.
  • Domain verification—When setting up a domain, users will be presented with reminders that they should only use domains that are verified.
Customer Request ✓ UI Change ✓ Future Enablement ✓
DFO Email Enhancements
 
Digital First Omnichannel email will have the following updates:
  • Branded templates—You will be able to build templates with custom colors, logos, and fonts for outbound email messages.
  • Signature formatting—You will be able to use HTML formatting for custom email signatures.
  • Include attachments—Any attachments in an email will be included if the email is forwarded.
Customer Request ✓ UI Change ✓ Future Enablement ✓

Cloud Storage Services

Faster Secure External Access
 
Faster Secure External Access (SEA) is a licensed feature that will enable you to copy or move files to SEA faster than using normal life cycle rules. This feature will apply to zero-day SEA copy and move actions.
Customer Request X UI Change X Future Enablement ✓
File Retrieval Request Cancellation
 
You will be able to cancel file retrievals requests that are submitted by mistake. You will also be able to view and confirm the number and sizes of files before submitting the file retrieval request.
Customer Request X UI Change ✓ Future Enablement ✓
IA Report File Type
 
You will be able to define lifecycle rules for Interaction Analytics Report files using Life Cycle Management rules.
Customer Request X UI Change ✓ Future Enablement ✓