CXone Attendant

FedRAMP Support
 
CXone Attendant will support FedRAMP at the moderate impact level.
Customer Request X UI Change X Future Enablement ✓
Audit Logging Capabilities
 
CXone Attendant will log any changes made in the application (Applications > CXone Attendant). This audit logging data will be accessible through APIs and will include changes to fields and other actions taken. Changes made while impersonating another user in CXone Attendant will also be logged. Audit logging data will be kept indefinitely.
Customer Request X UI Change X Future Enablement ✓

CXone Expert

Review Manager
 
You will be able to create workflows to publish new content. For example, you could create the following workflow:
  1. The writer updates content and submits it to a specified group or user to review.
  2. The reviewer submits the review with feedback to the writer.
  3. The writer edits the new content and submits it to the reviewer again for final approval.
  4. Once approved, the new content is published.
This feature will enable you to manage content updates and approvals directly in CXone Expert instead of using email or messaging.
Customer Request ✓ UI Change ✓ Future Enablement ✓
Management for Multiple Sites
 
If you have multiple CXone Expert sites, you will be able to access them all from a single landing page in CXone.
Customer Request X UI Change ✓ Future Enablement ✓

Digital First Omnichannel

Unified ACD Skill Assignment
 
You will be able to maintain agent ACD skill assignments for both ACD and DFO in one place. To make this happen, the following will be changing:
  • The only ACD skill assignment page will be located in the ACD application. Any changes made here are synced to the DFO settings.
  • You will only be able to add users to routing queues within the ACD application. This will automatically sync to the assigned users list in DFO. The list in DFO will not be editable.
  • You will be able to change agent assignments for digital ACD skills in the ACD application or through ACD APIs. Any changes made here are synced to the DFO settings.
Customer Request X UI Change ✓ Future Enablement ✓
Unified Routing with Omnichannel Session Handling
 
The following features will require Omnichannel Session Handling (OSH), as well as unified routing enabled on the tenant.
  • You will be able to set up routing for your OSH agents and your Digital First Omnichannel agents on the same page. For more information, select Admin in the filter on the right.
  • You will be able to select a Studio script from a drop-down to apply to each channel. The drop-down will contain only your digital scripts. The default script will be Use Digital Routing.
  • There will be an accept/reject option when an agent receives a contact from a transfer. The agent who initiated the transfer will be shown a success message when the contact is received, whether it is accepted or rejected. If the contact is rejected, it will be returned to the queue.
Customer Request X UI Change ✓ Future Enablement ✓
Updates to AskCaller Studio Action
 
The AskCaller action will allow you to integrate digital scripts into your Digital First Omnichannel live chat and chat messaging channels. The action will support rich content such as buttons, emoji, and graphics. Digital scripts will need to be created and implemented by NICE CXone Expert Services.
 
This action will help close the gap between Virtual Agent Hub and CXone Bot Builder.
Customer Request X UI Change X Future Enablement ✓
New APIs
 
The following APIs will be added.
 
Customer Contact APIs:
  • Change routing queue
  • Change inbox assignee
  • End agent contact
Customer Request X UI Change X Future Enablement ✓
Customer APIs:
  • Create custom field
  • Change custom field value
Customer Card:
  • Change custom field value
Customer Request X UI Change X Future Enablement ✓
Interaction ID Added to CTI Events
 
All CTI events will include the interaction ID. This will allow you to filter by interaction in reporting and analytics and create a link between Digital First Omnichannel and WFM.
Customer Request ✓ UI Change ✓ Future Enablement ✓

Engagement Manager

Time Off Request for CXone WFM in the EM Mobile App
 
Agents will be able to send time-off requests using the mobile app. Requests will be approved based on your contact center’s WFM time-off configuration.
 
With this enhancement, you will be able to:
  • Submit partial or full day time-off requests using the agent mobile app.
  • View a summary of time-off requests.
  • View time-off balance.
Customer Request X UI Change ✓ Future Enablement X
Absence Request for IEX WFM Integrated in the EM Mobile App
 
Agents will be able to inform their supervisors of an absence request using the EM mobile app.
 
With this enhancement, you will be able to:
Customer Request X UI Change ✓ Future Enablement X

Feedback Management

Partial Response Processing
 
You will be able to submit responses from incomplete surveys for processing after a timeout period passes. This will enable you to include valuable responses in your collected data that wouldn't have been processed or appeared in reports otherwise. It differs from the existing partial response reporting feature because the application will process the responses as if they came from completed surveys. Processing includes:
  • Translation, if you purchased that feature
  • Automated text analytics, if you purchased that feature
  • Alerts
  • Reporting
Partial response processing will be available for email, IVR, SMS conversational, SMS to Web, and WhatsApp to Web. It will not be available for internet popup, slider, or link. IVR partial responses will process immediately after the call without waiting for a timeout period.
Customer Request ✓ UI Change X Future Enablement X
Response Rate Chart Label Improvements
 
Labels in the Response Rate chart will change for clarity. This will make it easier to read, especially when you process partial responses.
 
The following table headings will change:
  • Total Count of Complete will become Total Submitted Responses.
  • Count of No Response will become Count of Not Started.
  • Count of Started and Unsubmitted will become Count of Abandoned.
The following mouseovers will change: 
  • (Completed + Incomplete) will become (Submitted + Abandoned).
  • Completed will become Submitted.
  • Incomplete will become Abandoned.
Customer Request X UI Change ✓ Future Enablement X
Improved Admin Pages
 
The following admin pages will be enhanced:
  • Submit Schedule Jobs page improvements will make it easier to submit an on-demand job and to schedule recurring jobs.
  • System Settings page improvements will make it easier to find, understand, and update your application settings. Settings will be organized by function type. Some options will be renamed for clarity.
  • A redesign of the Login History page will make it easier to filter and review user logins.
Customer Request X UI Change X Future Enablement X
Security Improvements (FedRAMP)
 
Feedback Management will be included in the NICE CXone FedRAMP environment. As part of the effort to meet the rigorous FedRAMP controls, security will be enhanced for all clients.
Customer Request X UI Change ✓ Future Enablement X
Support for NICE CXone Interaction ID
 
If you post-process your survey data, you will be able to use the CXone interaction ID to link operational data from the CXone interaction. For example, you could link call hold times with customer survey results from Feedback Management. The interaction ID will appear in the following areas:
  • The Invitations and Responses page, including as an exportable column.
  • The Feedback API will provide the Interaction ID in response to the GET request. You will not be able to filter in the API by interaction ID.
Customer Request ✓ UI Change ✓ Future Enablement X
Improved Flexibility in Hierarchy Functionality
 
Defining data access to multiple hierarchies and hierarchy levels will be more flexible. Currently, you define hierarchy access conditions with the "AND" operator. For example, you can give a supervisor access to records that are assigned to both Team 1 AND Region A.​​ In this release, you will use an "OR" operator instead. For example: ​​
  • A supervisor could review surveys for calls with their staff or themselves (Team 1 OR Agent A). ​
  • Agent scores could be assigned up through multiple departments (Team 1 OR Team 2 OR Team 3).
Customer Request   ✓ UI Change ✓ Future Enablement ✓
API For Real-Time Outcast
 
Currently, you can use the API to invite contacts in real time to give feedback through SMS and IVR surveys.​​
In this release, you will also be able to invite contacts to give feedback in real time through the internet, with invitations sent by email or SMS.
Customer Request   ✓ UI Change X Future Enablement X

Interaction Analytics

Support for Brazilian Portuguese
 
Users will be able to analyze Brazilian Portuguese interactions in addition to English and Spanish interactions. Separate datasets can be created for each of these languages; that is, one language per dataset.
 
When you add Brazilian Portuguese analysis to Interaction Analytics, a drop-down for language will be available for dataset creation and for category and workspace templates. To support Brazilian Portuguese datasets, you will be able to create custom categories, sentiments, and entities. Selected widgets and filtering capabilities will also support Brazilian Portuguese. The Interaction Analytics user interface remains in English only.
 
Each language in addition to English is a purchasable add-on. Ask your CXone Account Representative for more information.
Customer Request X UI Change X Future Enablement ✓
Sorting Improvements for Interactions and Dataset Views
 
Sorting of columns will persist when a user views:
  • Datasets
  • Interactions from the Interactions Widget
  • Interactions by drilling down from other widgets.
In other words, columns will appear as they did in the final sort order the user configured in their last session. This information will be stored in the browser cache for the user, so clearing cache will also clear these sorting preferences.
Customer Request   X UI Change ✓ Future Enablement ✓
Annotation Usability Improvements
 
In the Annotation Selector, users will be able to see which top-level nodes have matching interactions and how many interactions there are. In addition, users will be able to click a specific annotation to jump directly to that annotation in the transcript. These enhancements will make it easier and faster for users to benefit from annotations.
Customer Request   X UI Change ✓ Future Enablement ✓
Bar Chart Improvements
 
When users configure widgets as bar charts, they will be able to choose whether to view results in ascending or descending order. Bar charts will also support an increased limit of up to 25 lines.
Customer Request   ✓ UI Change ✓ Future Enablement ✓
Support for New Digital Channels
 
As Interaction Analytics continues to make more digital channels available for analysis, this release will see addition of the following:
  • Google Business Manager
  • WeChat
  • Microsoft Teams
  • Slack
These channels will offer the same functionality as all other channels and will enable users to rely on a single tool for their data analysis needs. Users must have both Interaction Analytics and Digital First Omnichannel to take advantage of this feature.
Customer Request   X UI Change X Future Enablement ✓
Enlighten CSAT Agent Behavior Metrics Enhancements
 
In the Fall 2021 release, Interaction Analytics made Enlighten metrics available to Interaction Analytics users. The Spring 2022 release will offer these enhancements:
  • The Enlighten Behavioral Metrics Widget will include a new setting that allows users to group data by agent, team, or category. This gives users the benefit of viewing the data in a variety of ways.
  • Users will be able to export both the Enlighten Behavioral Metrics Widget and the Enlighten Summary Widget as a CSV file. This enhancement adds convenience for users who need to present the data to others.
  • Users will be able to choose Save as Category, or use the Category Editor, with the Behavioral Metrics filter. The saved category will use the configured filter, making it easier and faster for users to view data.
Enlighten metrics require the Interaction Analytics Premium package and purchase of the Enlighten CSAT Agent Behavior Use Case. Ask your CXone Account Representative for details.
Customer Request   X UI Change X Future Enablement ✓