24.2 Release Notes

Global Changes

User Account Switching

Previously, if you had multiple CXone accounts, the only way to switch between them was to log out and back in again with the other account. In this release, you can define a primary account and then have your secondary accounts linked to it. This update allows you to switch between your accounts without having to log out and back in again. You have to log in to your primary account before you can switch between your primary and secondary accounts.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

What's New in the Online Help

File Path Changes

The following sections or pages have experienced a URL change. If you have links or bookmarks to these areas, you will need to update them.

• Monitoring Gateway Permissions

Restructured Mobile SDK Documentation

The user documentation has a new structure. The online help focuses on the context of the SDK and tasks you must perform in the CXone interface. Content related to developers, like code samples and getting started instructions, are in the SDK package.

Removed Applications and Features

Preferred Agent Settings Removed from Digital Experience Routing Page

If you're part of the controlled release program for the preferred agent configuration enhancement, the Preferred agent - Route to preferred agent, Preferred agent - Fallback time, and lock settings will soon be removed from the Digital Experience Routing page. The settings instead appear on the ACD skill settings page for digital skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge only. This lets you configure the settings on a per-channel basis instead of using one setting for the whole organization.

For more details about this feature, select the ACD filter on the top right.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Reports Tab Removed from Digital Portal

The Reports tab in the Digital portal has been removed. It is no longer available for new customers. CXone Dashboard is the source for digital Any channel, contact, or skill associated with Digital Experience. reporting. This makes it simpler to access digital reporting data.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

End of Support for WeChat Messaging Channels in Digital Experience

As of April 30, 2024, CXone no longer supports direct integration for WeChat messaging channels. However, you can use Bring Your Own Channel (BYOC) to integrate WeChat with CXone through our partner.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Google Cookie Deprecation

Google will deprecate their third-party cookies by the end of 2024. Because of this, you may see issues in your Agent for SCV screen pops A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact.. To prevent issues from Google's cookie deprecation, you need to enable clickjack protection in your Salesforce application. You also have to add two URLs as trusted domains. This update also helps protect you from clickjack attacks.

For more details about clickjack protection, select the Agent for SCV filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

New Applications

Interactions Hub

CXone Interactions Hub provides a centralized application that simplifies contact center compliance and risk management. It uses analytics and automated workflows to identify and mitigate compliance risks.

This application secures adherence to evolving regulatory standards and also enhances customer experience. It does this by unifying interactions across audio and digital channels into one seamless solution. Interactions Hub supports native and migrated calls.

The Risk Detection board in the Interactions Hub proactively scans the CXone environment, identifying PCI risks. These risks are shown on the dashboard, allowing you to start deleting interactions immediately or to create a Deletion policy that includes the identified interactions.

By creating policies in the Interactions Hub, you gain control over your contact center compliance management. You configure data policies to automatically deal with known risks or those flagged by Interactions Hub in the Risk Detection board. This release includes Deletion, Litigation Hold and Litigation Release policies.

Whether it’s compliance adherence or internal guidelines, the Interactions Hub ensures consistent and efficient risk mitigation.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Migrated Calls

Migrated Calls allows you to seamlessly migrate historical call data (users, metadata, media) from various sources into the CXone platform. This simplifies data management by consolidating all calls in a single platform, enhances user experience, allows the decommissioning of on-premises infrastructure, and promotes business continuity.

After the migration is complete, you can:

• Search and play back migrated calls from Migrated Interactions in the Interactions application.

  If you’re part of the Interactions Hub CR group, you can find the Interactions Search application under Interactions Hub.
  

• Manage migrated calls using NICE CXone recording applications.

The following systems are supported in this release:

• NICE Legacy Systems: Playback Portal Generic DB, Uptivity

• External Recording Systems: Verint, Genesys, Calabrio, Witness, Red Box, Avaya

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Monitoring Gateway Subscriptions

You can view all types of call monitoring data with CXone Voice Quality Metrics. Monitoring Gateway Subscriptions gives you direct access to that data. You can pull your call data directly out of CXone into your own monitoring platform. This lets you work with the data directly and visualize it according to your needs. You can be empowered to proactively control and monitor the health of your contact center.

CXone produces call data via webhooks. Monitoring Gateway lets you subscribe to the data stream. When setting up your subscription, you provide a URL to where you want to receive the data. Once configured, CXone will continuously send the data at a near real-time rate.

With this release, the data stream provides two types of data:

• Information on API calls made from your Studio scripts.

• All information provided in Voice Quality Metrics, like packet loss, jitter rates, MOS scores, and so forth.

Monitoring Gateway Subscriptions is in a controlled release. Contact your CXone Account Representative for more information.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Accelerated Business Continuity

NICE CXone can create a secondary tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment for you in a separate region. This allows your contact center to continue running in case of an emergency. If your primary tenant is unable to function, then NICE CXone can migrate your agents and calls to the secondary tenant. After your secondary tenant is set up, you can create a template user. This user should only have the minimum necessary skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge, scripts, and points of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. for your agents to do their jobs. NICE CXone applies this template to each of your agents during migration. The secondary tenant only supports voice channels.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On deploy This feature is immediately available when the new release deploys to your environment.

Enlighten Copilot for Agents

Previously, Enlighten Copilot for Agents was in controlled release. In this release, it is generally available.

Copilot for Agents is an AI-powered agent assist application. It helps agents handle interactions more effectively. It generates:

• Real-time summaries: A summary of the interaction as it's occurring.

• Customer sentiment: The contact's current mood: Positive, Negative, or Neutral. Includes the reason for the sentiment.

• Next-best responses: Responses based on what the contact says. For example, if a contact says their order is late, the suggested response could be, "I'm sorry your order is late. I'm here to help!"

• KB answers: Responses with solutions to the contact's issue. These are based on your organization's CXone Expert knowledge base A website that stores troubleshooting articles. (KB). For example, if a contact says they're having trouble with Product A, the suggested response could be, "Try resetting Product A. Go to Settings and click Reset." Depending on how you configure Copilot for Agents, KB answers can include web links and images.

• Final summaries: An overall summary for the interaction once it ends.

Using Copilot for Agents decreases ACW State that allows an agent to complete work requirements after finishing an interaction time and AHT Average Handle Time is the average amount of time an agent spent handling an interaction. It increases agent and customer satisfaction. It is only available for CXone Agent, CXone Agent Embedded, CXone Agent for Microsoft Teams, and CXone Agent Integrated.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Enlighten Copilot for Supervisors

Enlighten Copilot for Supervisors, an AI-driven tool for supervisors, provides you insights and context into critical real-time issues. It enables you to prioritize real-time tasks and guides you to make informed and data-driven decisions. It generates interaction summaries, suggests responses agents can send to contacts, and more. Using Copilot for Agents decreases ACW State that allows an agent to complete work requirements after finishing an interaction time and AHT Average Handle Time is the average amount of time an agent spent handling an interaction. It increases agent and customer satisfaction.

In this release, Enlighten Copilot for Supervisors includes:

• Urgent assist alerts: You are instantly notified when any urgent situation requires your immediate assistance.

• Insights for negative sentiment alerts: You can gain insights into the underlying reason for the negative sentiment, along with a summary of the ongoing call. These insights provide a context and help you drive effective monitoring assistance.

These features are only supported for voice contacts.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enlighten Actions

Previously, Enlighten Actions was in controlled release. In this release, it is generally available.

Enlighten Actions, an AI-driven tool for CX leaders, enables you to get operational and CX insights based on multiple datasets. It also guides management teams to make informed and data-driven decisions. Using AI models and advanced applications within CXone, you can benchmark service levels, develop actionable plans, and gain insights into the best next steps for desired outcomes.

With Enlighten Actions you can:

• Create conversational prompts and receive data insights.

• Save your prompts for future use.

• View responses in different formats, while displaying relevant visualization.

• Export and share data visualizations in various formats for flexible analysis.

• Save favorite charts and view them in different formats.

• Customize Enlighten Actions to suit your requirements.

• Send emails to agents and supervisors, generate context-based messages, and customize content.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enlighten Autopilot Knowledge

Previously, Enlighten Autopilot Knowledge was in controlled release. In this release, it is generally available.

Autopilot Knowledge combines digital conversational bots from CXone Bot Builder with the knowledge resources from CXone Expert. You can set up your knowledge base in CXone Expert and connect it with Bot Builder. This allows Autopilot Knowledge to process and respond to frequent user questions on any digital channel. It provides users with accurate and up-to-date information in a conversational manner. This is particularly useful for organizations that receive a large volume of customer questions on digital channels. It saves you time on implementation because CXone Expert enables your bot to answer customer questions.​

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

ACD

Preferred Agent Settings in Digital Experience Skills

Previously, you used the Digital Experience Routing page to set preferred agent settings for all Digital Experience interactions in your organization. In this release, you set the preferred agent routing settings in the ACD Skills page. This lets you select a different routing method for each Digital Experience skill instead of having one setting for your whole organization.

The Preferred agent - Route to preferred agent, Preferred agent - Fallback time, and lock settings have transitioned from the Digital Experience Routing page. For Digital Experience skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge only, the ACD skill settings page includes these Evaluation Criteria options: 

• Skill Proficiency: Routing decisions favor agents with higher proficiency levels in the channel.

• Preferred Agent: Routing decisions favor the agent who last handled the same case or the same customer.

If you choose Preferred Agent, you enable these fields:

• Focus Metric: Whether to prefer the agent last assigned Per Case or Per Customer.

• Focus Lock: Whether to wait for the preferred agent When Offline or only When Available.

• Fallback Time: The number of minutes to wait for the preferred agent before routing to another agent.

Your existing Digital Experience skills continue to use your previous organization-level settings. However, you can edit the new routing settings for those skills as needed.

You must have dynamic delivery enabled to use this feature.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Improved Performance of Advanced Routing

The ACD System that recognizes, routes, and connects contacts to available agents based on skill and priority can remove invalid interactions from the contact matching system. This decreases the risk of downtime. It also improves the stability and scalability of contact matching.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Admin

Update Inactive Employee Records with the Bulk Upload Portal

Previously, you could only change the status of inactive employee records manually on the Employees page. In this release, you can download inactive employee records with the Bulk Upload Portal. The inactive records download with all other active and pending employee records. Inactive records are listed as Inactive in the Status column of the file. When you edit these records and then upload in the Bulk Upload Portal, it updates the records in CXone. This update allows you to activate and edit inactive employee records in bulk.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Set Up Single Logout with OpenID Connect Login Authenticators

Previously, logging out of CXone did not log users out of their OpenID Connect external identity provider (IdP). Users had to log out of both applications separately. In this release, when users log out of CXone, they can also be logged out of their IdP. This functionality is known as single logout. To configure single logout with your IdP, you have to enter an End Session Endpoint in your OpenID Connect login authenticator. This field automatically fills in if you enter a discovery endpoint from your IdP. If you do not have a discovery endpoint, then you can edit the field manually. This update makes it easier for users to log out of CXone and their IdP.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Upload GDPR Requests in a New Privacy Page

As part of the EU's General Data Protection Regulation (GDPR), end users have the right to erasure. This means if a contact requests that you delete their data, you have to delete or anonymize all their personal information. This includes the information housed in CXone. Previously, to erase their information, you had to manually forward their request to CXone. In this release, you can upload these GDPR requests on a new privacy page in Admin. You can upload the requests manually on the privacy page or in bulk with a bulk upload template. CXone can only identify your contact through their phone number or email address. This update makes it easier to comply with the GDPR.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Global Settings Permission for CXone Supervisor

A new permission, Global Settings, is added under Supervisor > General Permissions. When enabled, you can view the CXone Supervisor Settings page and edit the global settings.

Enabling the options under the Global tab on the Settings page will notify agents upon the supervisor's actions.

For more details about this feature, select the CXone Supervisor filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

CXone Agent

Support for Enlighten Copilot for Agents in PWA

Enlighten Copilot for Agents is an AI-powered agent assist application. It generates interaction summaries, suggests responses agents can send to contacts The person interacting with an agent, IVR, or bot in your contact center., and more. Previously, Copilot for Agents was only available in the browser version of CXone Agent and CXone Agent Embedded for Salesforce. In this release, it is also available in the CXone Agent progressive web app (PWA).

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Automated Language Translation

Agents can send and receive translated messages in real time. This enables them to interact with contacts who speak a different language.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Preview Interactions

When agents click a digital Any channel, contact, or skill associated with Digital Experience. interaction in Search , it opens as a preview. Previews also open from the Contact History section of the Customer Card . In a preview, agents can review and reply to the interaction without it being assigned to them. This gives them context to help them determine if they should handle the interaction.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Enhancements to Search

The following changes have been made to the Search page in CXone Agent:

• Bulk Assign: Agents can assign up to five interactions at a time to themselves or another agent.

• Bulk Reply: Agents can send the same reply to multiple contacts at once.

• Bulk Status Change: Agents can change the status of multiple interactions at once.

• Customers Tab: On this new tab, agents can search for specific contacts.

• Messages Tab: On this new tab, agents can search for specific messages.

• Threads Tab: On this new tab, agents can search for specific threads A social media thread stems from one original post. A post can result in multiple threads from various contacts..

• Additional Queries: New queries have been added to the drop-down in the search bar. These queries allow agents to filter the search results by:

  • Owner Assignee

  • Inbox Assignee

  • Thread ID

  • Title

  • Status

  • Author

  • Custom queries you configure

• Apply Multiple Filters: Agents can select multiple filters to apply to the search.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Download Email Transcripts

Agents can download the full transcript of an email interaction as a PDF. The PDF does not include attachments from the email interaction. This is supported for:

• Chrome, Edge, and Island browsers.

• ChromeOS, macOS, and Windows operating systems.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Email Interaction Transcripts to Contacts

Agents can send the full transcript of an interaction to a contact's email address. This applies only to private digital channels, not social platform interactions.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Enhancements to the CRM Integration Experience

The following changes have been made to the CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. integration experience for CXone Agent:

• Data Memorialization for Interaction Transcripts: You can map the full transcription of a digital interaction to a field in the CRM record.

• CRM Record Preserved During Transfer: When an interaction is transferred, the receiving agent sees the information gathered in the CRM record during the contact's time with the previous agent. This applies to voice and digital interactions.

• Add Information to Binded Fields: Previously, binded fields in CRM records were only populated by search results or a list of options. In this release, you can configure a workflow payload to add hard-coded information to a binded field.

• Support for Workflow Action Wizards in CXone Studio: The wizards for the WORKFLOW EXECUTE action and AGENT WORKFLOW CONFIGURATION action are now supported in CXone Studio.

• Create Entity Workflow Renamed: The Create Entity workflow for Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk has been renamed to Create Custom Record. This renaming doesn't break any Create Entity workflows you configured in the past.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Chat Fingerprint

When a digital chat is open, agents can view information about the contact's device by clicking View Details > Chat Fingerprint at the top of the interaction space. The chat fingerprint includes:

• OS (operating system)

• Browser

• Language

• IP address

• Location

• Country

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Support for Digital Forms

CXone Agent now displays the contact (case) forms you configure in CXone. They appear at the top of the interaction space under View Details.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Interaction Activity Section in Customer Card

A new section called Interaction Activity has been added to the customer card. It lists the statuses Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. and agents that were assigned to the interaction in the past.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Support for Interaction-Segment-Based Views

CXone Agent restricts agents' access to interactions based on the interaction-segment-based views you create in CXone. Agents only see interactions for the teams and skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge you select in the view.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

UI and UX Improvements

The following changes have been made to the CXone Agent user interface:

• Rich Text Editor: A new text editor allows agents to format the body of a message. They can change font size and color, add tables, and insert inline images.

• Horizontal Scroll Bar for Emails: Email responses are no longer wrapped. A horizontal scroll bar appears at the bottom.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Support for WatchRTC SDK

Your CXone Account Representative can enable the WatchRTC SDK for CXone Agent. The WatchRTC SDK reports agents' audio quality. It identifies issues and possible solutions.

For more details about this feature, select the Partner Applications filter on the top right and scroll down to Voice Quality Metrics.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Request Coaching

Agents can access and request coaching sessions from the WEM agent space in CXone Agent.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Agent Assist Hub

Custom Agent Assist Integrations

Custom agent assist integrations are now generally available. This Agent Assist Hub option allows you to use any agent assist application with CXone. This is helpful for organizations that use an agent assist application that isn't natively supported in Agent Assist Hub. Custom integrations require additional planning and custom scripting.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

CXone Agent Embedded

Bi-Directional Presence Sync in Salesforce

You can now enable bi-directional presence sync for CXone Agent Embedded for Salesforce and the Omni-Channel widget. When the agent's state The availability status of an agent changes in one of these apps, it changes in the other.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Support for Enlighten Copilot for Agents

Enlighten Copilot for Agents is an AI-powered agent assist application. It generates interaction summaries, suggests responses agents can send to contacts The person interacting with an agent, IVR, or bot in your contact center., and more. Previously, Copilot for Agents was only available in CXone Agent and CXone Agent Embedded for Salesforce. In this release, it is also available in CXone Agent Embedded for HubSpot, Kustomer, Microsoft Dynamics, Oracle, ServiceNow, and Zendesk.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Automated Language Translation

Agents can send and receive translated messages in real time. This enables them to interact with contacts who speak a different language.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Preview Interactions

When agents click a digital Any channel, contact, or skill associated with Digital Experience. interaction in Search , it opens as a preview. Previews also open from the Contact History section of the Customer Card . In a preview, agents can review and reply to the interaction without it being assigned to them. This gives them context to help them determine if they should handle the interaction.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Enhancements to Search

The following changes have been made to the Search page in CXone Agent Embedded:

• Bulk Assign: Agents can assign up to five interactions at a time to themselves or another agent.

• Bulk Reply: Agents can send the same reply to multiple contacts at once.

• Bulk Status Change: Agents can change the status of multiple interactions at once.

• Customers Tab: On this new tab, agents can search for specific contacts.

• Messages Tab: On this new tab, agents can search for specific messages.

• Threads Tab: On this new tab, agents can search for specific threads A social media thread stems from one original post. A post can result in multiple threads from various contacts..

• Additional Queries: New queries have been added to the drop-down in the search bar. These queries allow agents to filter the search results by:

  • Owner Assignee

  • Inbox Assignee

  • Thread ID

  • Title

  • Status

  • Author

  • Custom queries you configure

• Apply Multiple Filters: Agents can select multiple filters to apply to the search.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Download Email Transcripts

Agents can download the full transcript of an email interaction as a PDF. The PDF does not include attachments from the email interaction. This is supported for:

• Chrome, Edge, and Island browsers.

• ChromeOS, macOS, and Windows operating systems.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Email Interaction Transcripts to Contacts

Agents can send the full transcript of an interaction to a contact's email address. This applies only to private digital channels, not social platform interactions.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Enhancements to the CRM Integration Experience

The following changes have been made to the CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. integration experience for CXone Agent Embedded:

• Data Memorialization for Interaction Transcripts: You can map the full transcription of a digital interaction to a field in the CRM record.

• CRM Record Preserved During Transfer: When an interaction is transferred, the receiving agent sees the information gathered in the CRM record during the contact's time with the previous agent. This applies to voice and digital interactions.

• Add Information to Binded Fields: Previously, binded fields in CRM records were only populated by search results or a list of options. In this release, you can configure a workflow payload to add hard-coded information to a binded field.

• Support for Workflow Action Wizards in CXone Studio: The wizards for the WORKFLOW EXECUTE action and AGENT WORKFLOW CONFIGURATION action are now supported in CXone Studio.

• Create Entity Workflow Renamed: The Create Entity workflow for Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk has been renamed to Create Custom Record. This renaming doesn't break any Create Entity workflows you configured in the past.

• Link Salesforce Records: You can link an active Salesforce record to a created record. When the interaction ends, the last active record that is opened will be mapped to the selected record. This is configured while setting up data memorialization.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Chat Fingerprint

When a digital chat is open, agents can view information about the contact's device by clicking View Details > Chat Fingerprint. The chat fingerprint includes:

• OS (operating system)

• Browser

• Language

• IP address

• Location

• Country

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Support for Digital Forms

CXone Agent Embedded now displays the contact (case) forms you configure in CXone. They appear under View Details.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Interaction Activity Section in Customer Card

A new section called Interaction Activity has been added to the customer card. It lists the statuses Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. and agents that were assigned to the interaction in the past.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Support for Interaction-Segment-Based Views

CXone Agent Embedded restricts agents' access to interactions based on the interaction-segment-based views you create in CXone. Agents only see interactions for the teams and skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge you select in the view.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

UI and UX Improvements

The following changes have been made to the CXone Agent Embedded user interface:

• Rich Text Editor: A new text editor allows agents to format the body of a message. They can change font size and color, add tables, and insert inline images.

• Horizontal Scroll Bar for Emails: Email responses are no longer wrapped. A horizontal scroll bar appears at the bottom.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Support for WatchRTC SDK

Your CXone Account Representative can enable the WatchRTC SDK for CXone Agent Embedded. The WatchRTC SDK reports agents' audio quality. It identifies issues and possible solutions.

For more details about this feature, select the Partner Applications filter on the top right and scroll down to Voice Quality Metrics.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Request Coaching

Agents can access and request coaching sessions from the WEM agent space in CXone Agent Embedded.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

CXone Agent for Microsoft Teams

Support for Enlighten Copilot for Agents

Enlighten Copilot for Agents is an AI-powered agent assist application. It generates interaction summaries, suggests responses agents can send to contacts The person interacting with an agent, IVR, or bot in your contact center., and more. Previously, Copilot for Agents was only available in CXone Agent and CXone Agent Embedded for Salesforce. In this release, it is also available in CXone Agent for Microsoft Teams.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Automated Language Translation

Agents can send and receive translated messages in real time. This enables them to interact with contacts who speak a different language.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Preview Interactions

When agents click a digital Any channel, contact, or skill associated with Digital Experience. interaction in Search , it opens as a preview. Previews also open from the Contact History section of the Customer Card . In a preview, agents can review and reply to the interaction without it being assigned to them. This gives them context to help them determine if they should handle the interaction.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Enhancements to Search

The following changes have been made to the Search page in CXone Agent for Microsoft Teams:

• Bulk Assign: Agents can assign up to five interactions at a time to themselves or another agent.

• Bulk Reply: Agents can send the same reply to multiple contacts at once.

• Bulk Status Change: Agents can change the status of multiple interactions at once.

• Customers Tab: On this new tab, agents can search for specific contacts.

• Messages Tab: On this new tab, agents can search for specific messages.

• Threads Tab: On this new tab, agents can search for specific threads A social media thread stems from one original post. A post can result in multiple threads from various contacts..

• Additional Queries: New queries have been added to the drop-down in the search bar. These queries allow agents to filter the search results by:

  • Owner Assignee

  • Inbox Assignee

  • Thread ID

  • Title

  • Status

  • Author

  • Custom queries you configure

• Apply Multiple Filters: Agents can select multiple filters to apply to the search.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Download Email Transcripts

Agents can download the full transcript of an email interaction as a PDF. The PDF does not include attachments from the email interaction. This is supported for:

• Chrome, Edge, and Island browsers.

• ChromeOS, macOS, and Windows operating systems.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Email Interaction Transcripts to Contacts

Agents can send the full transcript of an interaction to a contact's email address. This applies only to private digital channels, not social platform interactions.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Chat Fingerprint

When a digital chat is open, agents can view information about the contact's device by clicking View Details > Chat Fingerprint at the top of the interaction space. The chat fingerprint includes:

• OS (operating system)

• Browser

• Language

• IP address

• Location

• Country

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Support for Digital Forms

CXone Agent for Microsoft Teams now displays the contact (case) forms you configure in CXone. They appear at the top of the interaction space under View Details.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Interaction Activity Section in Customer Card

A new section called Interaction Activity has been added to the customer card. It lists the statuses Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. and agents that were assigned to the interaction in the past.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Support for Interaction-Segment-Based Views

CXone Agent for Microsoft Teams restricts agents' access to interactions based on the interaction-segment-based views you create in CXone. Agents only see interactions for the teams and skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge you select in the view.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

UI and UX Improvements

The following changes have been made to the CXone Agent for Microsoft Teams user interface:

• Rich Text Editor: A new text editor allows agents to format the body of a message. They can change font size and color, add tables, and insert inline images.

• Horizontal Scroll Bar for Emails: Email responses are no longer wrapped. A horizontal scroll bar appears at the bottom.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Support for WatchRTC SDK

Your CXone Account Representative can enable the WatchRTC SDK for CXone Agent for Microsoft Teams. The WatchRTC SDK reports agents' audio quality. It identifies issues and possible solutions.

For more details about this feature, select the Partner Applications filter on the top right and scroll down to Voice Quality Metrics.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Request Coaching

Agents can access and request coaching sessions from the WEM agent space in CXone Agent for Microsoft Teams.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Agent for SCV

Google Cookie Deprecation

Google will deprecate its third-party cookies by the end of 2024. Because of this, you may see issues in your SCV screen pops A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact.. To prevent issues from Google's cookie deprecation, you need to enable clickjack protection in your Salesforce application. You also have to add two URLs as trusted domains. This update helps protect you from clickjack attacks.

For more details about clickjack protection, see the next note.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Clickjack Protection with Click2Jack

You can set up clickjack protection with Click2Jack. Clickjacking occurs when an attacker adds an element, like a button, to your site to get users to click on it. Once the user has clicked on the malicious button, they are routed to the attacker's site. Enabling Click2Jack helps protect you from clickjack attacks. It also prevents issues from Google's third-party cookie deprecation. For more details about Google's cookie deprecation see the previous note.

To set up these protections and prevent further issues, you need to enable Click2Jack in your Salesforce application . You also need to add the following URLs as trusted domains:

• https://mydomain.lightning.force.com

• https://mydomain.my.salesforce.com

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Updates to After Contact Work

There are several updates to After Contact Work State that allows an agent to complete work requirements after finishing an interaction (ACW). Agents can:

• Manually exit an ACW state by changing their state The availability status of an agent in the omnichannel widget. This removes the need to navigate to the after-call widget to exit an ACW state.

• Select their next state during a call. The next state can either override ACW or come after the ACW state depending on your settings.

• Make outbound calls while in an unavailable state. After the outbound call, the agent returns to that unavailable state instead of going into an ACW state.

• Select an ACW state instead of returning to an available state after a call. Agents can stay in that ACW state until they are ready to return to an available state.

These updates give you and your agents more control over agent states.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Transfer Details Screen Pop

When an agent accepts a transferred call, the details of the call automatically pop up on that agent's screen. The pop-up includes the following information:

• The contact's phone number.

• The name of the original agent who received the call.

• The time that the call started, was accepted, and ended for the previous agent.

• Any notes that the previous agent made during the call.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

CXone Agent Integrated

Support for Enlighten Copilot for Agents

Enlighten Copilot for Agents is an AI-powered agent assist application. It generates interaction summaries, suggests responses agents can send to contacts The person interacting with an agent, IVR, or bot in your contact center., and more. Previously, Copilot for Agents was only available in CXone Agent and CXone Agent Embedded for Salesforce. In this release, it is also available in CXone Agent Integrated.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Automated Language Translation

Agents can send and receive translated messages in real time. This enables them to interact with contacts who speak a different language.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Preview Interactions

When agents click a digital Any channel, contact, or skill associated with Digital Experience. interaction in Search , it opens as a preview. Previews also open from the Contact History section of the Customer Card . In a preview, agents can review and reply to the interaction without it being assigned to them. This gives them context to help them determine if they should handle the interaction.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Enhancements to Search

The following changes have been made to the Search page in CXone Agent Integrated:

• Bulk Assign: Agents can assign up to five interactions at a time to themselves or another agent.

• Bulk Reply: Agents can send the same reply to multiple contacts at once.

• Bulk Status Change: Agents can change the status of multiple interactions at once.

• Customers Tab: On this new tab, agents can search for specific contacts.

• Messages Tab: On this new tab, agents can search for specific messages.

• Threads Tab: On this new tab, agents can search for specific threads A social media thread stems from one original post. A post can result in multiple threads from various contacts..

• Additional Queries: New queries have been added to the drop-down in the search bar. These queries allow agents to filter the search results by:

  • Owner Assignee

  • Inbox Assignee

  • Thread ID

  • Title

  • Status

  • Author

  • Custom queries you configure

• Apply Multiple Filters: Agents can select multiple filters to apply to the search.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Download Email Transcripts

Agents can download the full transcript of an email interaction as a PDF. The PDF does not include attachments from the email interaction. This is supported for:

• Chrome, Edge, and Island browsers.

• ChromeOS, macOS, and Windows operating systems.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Email Interaction Transcripts to Contacts

Agents can send the full transcript of an interaction to a contact's email address. This applies only to private digital channels, not social platform interactions.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Enhancements to the CRM Integration Experience

The following changes have been made to the CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. integration experience for CXone Agent Integrated:

• Data Memorialization for Interaction Transcripts: You can map the full transcription of a digital interaction to a field in the CRM record.

• CRM Record Preserved During Transfer: When an interaction is transferred, the receiving agent sees the information gathered in the CRM record during the contact's time with the previous agent. This applies to voice and digital interactions.

• Add Information to Binded Fields: Previously, binded fields in CRM records were only populated by search results or a list of options. In this release, you can configure a workflow payload to add hard-coded information to a binded field.

• Support for Workflow Action Wizards in CXone Studio: The wizards for the WORKFLOW EXECUTE action and AGENT WORKFLOW CONFIGURATION action are now supported in CXone Studio.

• Create Entity Workflow Renamed: The Create Entity workflow for Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk has been renamed to Create Custom Record. This renaming doesn't break any Create Entity workflows you configured in the past.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Chat Fingerprint

When a digital chat is open, agents can view information about the contact's device by clicking View Details > Chat Fingerprint. The chat fingerprint includes:

• OS (operating system)

• Browser

• Language

• IP address

• Location

• Country

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Support for Digital Forms

CXone Agent Integrated now displays the contact (case) forms you configure in CXone. They appear under View Details.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Interaction Activity Section in Customer Card

A new section called Interaction Activity has been added to the customer card. It lists the statuses Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. and agents that were assigned to the interaction in the past.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Support for Interaction-Segment-Based Views

CXone Agent Integrated restricts agents' access to interactions based on the interaction-segment-based views you create in CXone. Agents only see interactions for the teams and skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge you select in the view.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

UI and UX Improvements

The following changes have been made to the CXone Agent Integrated user interface:

• Rich Text Editor: A new text editor allows agents to format the body of a message. They can change font size and color, add tables, and insert inline images.

• Horizontal Scroll Bar for Emails: Email responses are no longer wrapped. A horizontal scroll bar appears at the bottom.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Support for WatchRTC SDK

Your CXone Account Representative can enable the WatchRTC SDK for CXone Agent Integrated. The WatchRTC SDK reports agents' audio quality. It identifies issues and possible solutions.

For more details about this feature, select the Partner Applications filter on the top right and scroll down to Voice Quality Metrics.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Request Coaching

Agents can access and request coaching sessions from the WEM agent space in CXone Agent Integrated.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

API

Manage IEX Data with SmartSync APIs

Previously, you could only move data between IEX WFM and CXone by importing and exporting files via SFTP. In this release, you can also export data with SmartSync APIs. This provides you an easy and secure method of managing and accessing data.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

CXone Expert Analytics API

You can run CXone Expert UI reports via API. This lets you parse the data using your preferred BI tool. The data will not change between the UI and API reporting methods.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Bot Builder

Support for Adaptive Cards in Bot Responses

Adaptive cards are a platform-independent method of presenting interactive rich content to contacts. This release adds support for adaptive cards to Bot Builder. You can use the new adaptive card designer in Bot Builder to add the adaptive cards you want to use. You can copy templates from the internet or design your own following the Microsoft adaptive card documentation . All adaptive cards you add are available to use as bot actions when creating bot responses in stories Used to train bot for interaction handling based on intent and context, rules Used to define bot's response to messages that don't change with context., and fallback A plain text alternative sent when the destination doesn't support rich media.. You can use adaptive cards in scripting for custom bot actions, as well as in API integrations.

Currently, adaptive cards are only supported on digital Any channel, contact, or skill associated with Digital Experience. chat and Microsoft Teams channels. For all other channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on., Bot Builder displays the rich messaging fallback A plain text alternative sent when the destination doesn't support rich media. as configured for the bot.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

New Variable Type to Use in Scripts

You can now create variables that hold numeric values to use in script integrations. This is helpful if you need to work with values that must be numbers instead of strings.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

CXone Coaching

Enlighten Behaviors

Out-of-the-box Enlighten behaviors are available to create coaching sessions. This feature enables coaches to choose Enlighten focus areas and behaviors during their coaching sessions, helping to create more effective sessions and enhance agent performance.

This feature is supported only for users with the CXone Quality Management Premium license.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Add Viewers

A coach can to add viewers to the coaching session. Viewers can do real-time monitoring and simplified tracking of the coaching session progress and updates.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Request Coaching from Agent App

Agents can access and request coaching sessions from the WEM agent space of the CXone Agent applications.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

UI Enhancements for Assign Coach

Assign Coach field is renamed to Delegate Session in the coaching session form. A new icon is added next to the Send for Acknowledgment button and this icon enables only after selecting participants.

Previously, Assign Coach field was by default available on the coaching session form.

This enhancement helps users to avoid confusion if user don't need to delegate a session.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

CXone Dashboard

Audit Tracking Capabilities

You can keep track of changes and activities in the prebuilt reports:

• Activity Audit Report: This report gives you a detailed look at the activities such as when a dashboard is created, shared, or when a new widget is added.

• Change Audit Report: This report lets you see changes such as adjustments to dashboard access permissions and updates to widgets.

This feature will be available in the 24.2 release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

New Widgets in CXone Dashboard

Two new widgets are added to this release:

• Metrics Breakdown widget: This widget enables you to set it up to display a breakdown of a chosen metric by a specific dimension or attribute. It is mainly designed for count metrics, and displays a detailed breakdown of the total value.

• Call Arrival widget: This widget shows you the number of agents on calls, the number of calls waiting, and the number of calls in line, all in real time. You need the native CXone PM license to use this widget.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Permissions for Agent Zoom Feature

You can manage the agent zoom feature with a new permission that is added in this release. This feature, present in several widgets, provides a view of agents' historical data.

Previously, administrators could turn off all widgets showing past data on the dashboard, but they couldn't turn off the agent zoom feature. In this release, administrators can control the agent zoom feature for each role, using this new permission.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

CXone Dashboard Customization

As a dashboard viewer, you have access to features like:

• Duration settings for historical widgets: As a viewer, you can change the duration settings for historical widgets on a shared dashboard. This allows you to set your preferred duration, and remove the need for duplicate dashboards and ensure a customized viewing experience.

• Customizable column functionality in grid-based widgets: You can personalize your experience by customizing your interface and saving your individual column settings. Adjust column size, sorting, filtering, and arrangement, then save these changes to access your personalized settings in the future.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

View by Attribute in Metrics Widgets

You can set up the Metrics Summary, Metrics Breakdown, and Metrics Interval widgets to display metric values for each selected attribute. This is in addition to the existing option of viewing by dimensions like teams or skills.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhancement in Digital Experience Reporting

Digital Experience reporting will have two new enhancements in CXone Dashboard:

• Digital Tags: You can sort contacts according to tags entered by the agent of the associated message. You can select the new metric, Tags Count to view the number of times each tag has been used over a certain period in the Metric Summary and Metric Interval widget. You can also filter metrics by tags.

• Resolution Time and Avg Resolution Time metrics: are added to the metrics list. You can find both metrics under any metrics widget.

• Digital Dispositions: You can view and filter metrics based on specific dispositions using the Data Attributes filter option available in all metrics widgets. This feature is supported for the omnichannel metrics.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

CXone Guide Reporting Enhancements

You can select the following additional CXone Guide metrics in CXone Dashboard:

• Offer Displayed

• Offer Failed

• Offer Ignored

Additionally, you can use a new attribute filter called Engagement Type that categorizes visitor interactions into Link, Article, Entrypoint, and Chat.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

DEVone Integrations

Customer Dynamics

New Product Introduction: Velocity

Velocity provides an all-in-one platform for outbound communication. It combines campaign management and full compliance into one tool. This helps you send high-capacity communication through the CXone dialer. The following are key features of Velocity:

• Omnichannel Marketing: You can send voice, SMS Short Message Service; also known as text messaging., and email campaigns in a single strategy.

• Human Sequence Selection: To stay TCPA-compliant, agents select each message to send. This also helps agents work with more than one campaign at a time.

• Easy Suppression: A simple UI lets you manage suppression features, such as:

  • Setting custom rules like allowing two calls per week

  • Managing do not call files

  • Scrubbing outdated numbers

• Calls to Action: Engage contacts with callback scheduling, payment links, and more.

• Compliance with TCPA and Financial Regulations: Follow state-by-state requirements for debt collections.

• Taking Payments: Agents can process payments during interactions.

Velocity helps simplify compliance and scalability issues. It also helps make your outbound communication more effective.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Condado

New Product Introduction: MediaVault Plus

MediaVault Plus provides an enhanced option for storing, retrieving, and reviewing your interaction data. It fully integrates with CXone as a media management tool. A simple user interface lets you manage and review the files, which are stored on the Microsoft Azure Cloud using AES-256 encryption. The following are key highlights of MediaVault Plus:

• Storage Dashboard: You can view analytical data about your stored files. For example, it shows volume of stored media and information like the interaction's channel type, skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction., and so forth.

• Advanced Search: You can easily locate specific files or types of media. You have many parameters to search by, like phone number, agent name, notes, transcription date, and more. You can also create custom filters.

• Flexible Storage: You can store interactions from multiple CXone tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. All interactions are accessible from a single system. You can also migrate existing stored media with new media from CXone.

• Failure Resolution: MediaVault monitors your CXone system to ensure it imports all contact data. It also provides reports to show when any interaction data is missing. If it detects missing data, MediaVault works with CXone to resolve the issue.

MediaVault Plus works for small to enterprise-sized businesses. It will be a scalable option to handle all your storage-related needs.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Digital Experience

Preferred Agent Settings at Skill Level

Previously, you used the Digital Experience Routing page to set preferred agent settings for all Digital Experience interactions in your organization. In this release, you set the preferred agent routing settings in the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge settings. This lets you select a different routing method for each Digital Experience skill instead of having one setting for your whole organization.

For more details about this feature, select the ACD filter on the top right.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Digital First Omnichannel Name Change

Digital First Omnichannel is now called Digital Experience. The UI in CXone has also been updated to reflect this name change. It appears in the navigation menu as Digital instead of DFO.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Reports Tab Removed from Digital Portal

The Reports tab in the Digital portal has been removed. It is no longer available for new customers. CXone Dashboard is the source for digital Any channel, contact, or skill associated with Digital Experience. reporting. This makes it simpler to access digital reporting data.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Reporting Enhancements

Previously, Digital Experience reporting in CXone Dashboard only included dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. for voice interactions. In this release, Digital Experience reporting in CXone Dashboard includes the following enhancements:

• Dispositions for both voice and digital interactions

• Tags for digital interactions only

• Tags and dispositions as filterable attributes

• Distinct volume counts for tags and dispositions

For more details about this feature, select the CXone Dashboard filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

After Contact Work Supported for Digital Skills

After contact work (ACW State that allows an agent to complete work requirements after finishing an interaction) is supported for digital skills. ACW for digital skills works the same way as for voice skills. If you have already configured ACW for other skills, you don't need to configure anything else. The ACW start time is recorded when the case status changes to Closed, but the contact stays assigned. This means the agent can still access the case in MAX. ACW with digital skills is only supported if you use Data Share.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Cross-Domain Support for Digital Chat and Guide

Both chat and Guide can maintain the same session across multiple domains. This allows a chat session to continue even if a user navigates to a different website domain or subdomain. Chat retains the session data, so the chat session can continue uninterrupted.

For more details about this feature, select the Guide filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Persist Custom Fields from Previous Chat

Previously, when the session status for a digital chat assigned custom fields through Studio, they appeared blank. Custom fields only appeared correctly when the cases status was New. In this release, a new JavaScript API allows you to choose if you want custom fields to persist or be purged from local storage after the contact The person interacting with an agent, IVR, or bot in your contact center. has been initiated. This allows you to select which custom fields will continue to appear across all interactions with a contact.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Adaptive Cards Responses for Bots and Studio

Contacts usually interact with adaptive cards by clicking a button, making a selection, or entering information. Previously, these responses to adaptive cards weren't stored anywhere after the user sent them. In this release, Digital chat can send postback data to Studio or a bot. For example, when a bot or Studio action sends a user an adaptive card with a form to fill out. Then, the data entered on the form in the adaptive card is sent back to the bot or Studio. This helps bots and Studio send appropriate responses based on how contacts engage with adaptive cards.

For more details about this feature, select the Bot Builder filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Chat Messages Ordered by Milliseconds

Previously, bot messages sent within seconds of each other appeared out of order after refreshing the chat window. In this release, chat includes milliseconds in its calculation of when messages are sent and received. This helps sort messages so they display in the correct order.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Chat UI Updates

The following updates have been made to enhance the chat experience:

• The loading speed of the live chat window has been improved. This allows the chat to load faster and improve the customer experience.

  Customer Request

  UI Change

  Availability

  GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

• The UI of the chat window has been redesigned for parity of features and appearance between Guide and existing chat options. If a user enters Digital Experience chat through Guide, the design and experience is consistent. This provides a smoother experience for users. The redesign includes enhancements to the chat window header, menu, typing box, as well as other elements.

  Customer Request

  UI Change

  Availability

  CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Chat Security Enhancement

A new button called Web Application Security appears under Your Channels on the Points of Contact Digital page. This button opens a page where you can designate specific domains you want allowed for your website. You can also designate specific styles and scripts that are acceptable for your website. A default source (a script or style) is required to prevent unapproved styles or directives from being applied to your content.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

End of Support for WeChat Messaging Channels

As of April 30, 2024, CXone no longer supports direct integration for WeChat messaging channels. However, you can use Bring Your Own Channel (BYOC) to integrate WeChat with CXone through our partner.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Form Messages for Apple Messages for Business

You can create messages with multi-page interactive forms in Rich Message Settings, supported for iOS and iPadOS devices. You must create forms in CXone before you can use them to create a rich message. This feature makes it easier for agents and contacts to share information with each other quickly.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Regional Expansion of Support for Messaging and Social Channels

CXone supports several messaging and social channels that depend on third-party vendors such as WhatsApp, Google, Apple, and so on. Support for digital chat, SMS Short Message Service; also known as text messaging., and email is available in new regions. Other digital channels can be made available based on the needs of users in each region.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

CXone Mobile SDK

Support for Live Chat

Previously, the mobile SDK let you add a chat messaging channel to your mobile apps. This is an asynchronous chat option, similar to private or direct messages. In this release, the SDK also lets you add live chat. Live chat is a real-time chat option. This expands your options for implementing chat functionality in your mobile apps.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Attachment Validation

The SDK validates the files contacts upload as attachments. A notification tells the contact if the file is too large or in the wrong format.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Restructured SDK Documentation

The user documentation has a new structure. The online help focuses on the context of the SDK and tasks you must perform in the CXone interface. Content related to developers, like code samples and getting started instructions, is in the SDK package.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

SDK Video Demonstration

A new demonstration video helps you understand the SDK and how to utilize it in your mobile apps. This demo focuses on real use cases and end-to-end experiences that you can create.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Enlighten Actions

Additional Datasets for Conversational Prompts

You can get data insights from a broader range of datasets in one place. The scope of the datasets is expanded to include:

• ACD Metrics such as Average Handle Time, Average Hold Time, Number of Inbound/Outbound calls, and Agent First Response Time.

• Overall Agent Behavior Score

• Enlighten Sentiment for Digital

• Enlighten CSAT Metrics for Digital

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Knowledge Generation

You can create a knowledge article based on the best transcripts available.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Daily Change Summary

Each chart in the Followed Charts gives you a comparative view between your selected period and a previous one. It provides AI-generated insights that help you summarize a comparison.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Feedback on Conversational Responses

You can give your feedback on the conversational responses you receive. Clicking on the thumbs-up or thumbs-down, you can express your satisfaction or dissatisfaction. You have the option to leave a comment explaining your reason for a thumbs-down.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enlighten Autopilot

Support for SmartAssist Adaptive Cards

Enlighten Autopilot now supports the standard adaptive cards from SmartAssist. These adaptive cards allow you to embed rich media, such as videos, images, and buttons. Contacts can interact with this rich media in their chat with Autopilot. This enhances the customer experience. It also decreases the time it takes to implement Autopilot.

Adaptive cards are only supported for web chat channels.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

New Region: Canada

Autopilot is now available in Canada.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Enlighten Autopilot Knowledge

Variables for Error Messages

You can now customize the messages Autopilot Knowledge sends to contacts for these errors:

• The contact's message is too long.

• The contact's message is empty.

• No available knowledge. This means that there is no content related to the contact's issue in your CXone Expert knowledge base A website that stores troubleshooting articles..

• No relevant knowledge. This means that Autopilot Knowledge found kernels Pieces of CXone Expert articles that are relevant to a contact's issue. in CXone Expert related to the contact's issue, but they did not meet the match percentage configured in the Expert_Threshold variable.

• Couldn't connect to CXone Expert.

• Invalid CXone Expert credentials.

• The utterance is too short. This means that the contact's message did not meet the minimum length requirement (more than two words).

Variables for each of those errors have been added to the Autopilot Knowledge integration in Bot Builder. In each variable, you can enter the text you want Autopilot Knowledge to display for the error message.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Variables for CXone Expert Kernels

You can customize how Autopilot Knowledge uses CXone Expert kernels . Kernels are pieces of articles that are relevant to a contact's issue. Two variables for kernels have been added to the Autopilot Knowledge integration in Bot Builder:

• Expert_Kernels: Choose how many kernels Autopilot Knowledge uses when generating responses. For example, if you insert 2, it only uses the top two kernels that relate to the contact's issue.

• Expert_Threshold: Choose the match percentage required for kernels. For example, if you insert 0.85, Autopilot Knowledge doesn't use kernels that are less than 85% a match for the contact's issue.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Autopilot Knowledge Persona Description

You can enter a persona description in a variable called Persona. The persona description provides Autopilot Knowledge with context about its role and purpose. For example, "You are a friendly bot that answers questions about billing." This helps Autopilot Knowledge provide more relevant responses.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

View Results and Raw Output

You can see the back end of Autopilot Knowledge as it processes contact issues. This includes the results it gathers from CXone Expert and the raw output it generates. Both display in the console of the Generate Reply and Suggest Articles bot action in Bot Builder. This helps you identify gaps between the questions contacts are asking and the answers available in your CXone Expert knowledge base.

To enable this, you will need to set a new variable called Debug to True.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Enlighten Copilot for Agents

Additional Agent Applications

Previously, Copilot for Agents was only available in CXone Agent and CXone Agent Embedded for Salesforce. In this release, it is also available in these agent applications:

• CXone Agent progressive web app (PWA)

• CXone Agent for Microsoft Teams

• CXone Agent Embedded for HubSpot, Kustomer, Microsoft Dynamics, Oracle, ServiceNow, and Zendesk

• CXone Agent Integrated

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Private Digital Channels

Previously, Copilot for Agents was only available for voice and chat interactions. In this release, it is also available for private messages on these digital channels Any channel, contact, or skill associated with Digital Experience.:

• Facebook

• Instagram

• Slack

• Telegram

• Twitter

• WhatsApp

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Process Steps

When enabled, Process Steps extracts information from your CXone Expert knowledge base A website that stores troubleshooting articles. about the contact's issue. It then generates a step-by-step process to solve it and delivers those steps to the agent as part of a KB answer. The agent can send the entire list of steps to the contact or send them one by one.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Agent Transfer Summaries

When an interaction is transferred, Copilot for Agents displays a transfer summary to the receiving agent. This transfer summary gives the receiving agent key information about the contact's conversation with the previous agent. This decreases handle time and improves the customer experience by minimizing the need to repeat information.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Copilot Persona Descriptions

You can configure a Copilot Persona description for each Copilot for Agents profile. The Copilot Persona description provides Copilot for Agents with context about its role and purpose. For example, "You are a friendly agent assistant that answers questions about billing." This helps Copilot for Agents provide more relevant responses.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Enlighten Copilot Tab in CXone Billing Report

A tab called Enlighten Copilot has been added to the CXone Billing report. It displays the number of Copilot for Agents sessions for the time period you choose.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Changes to Copilot for Agents Profile Configuration

The following changes have been made to the Copilot for Agents profile configuration in Agent Assist Hub:

• CXone Expert Next-Best Response Setting Removed: The Next-Best Response setting under Expert Copilot Features in the Knowledge section has been removed. This is to decrease confusion between KB answers and next-best responses.

• CXone Expert Kernel Pieces of CXone Expert articles that are relevant to a contact's issue. Settings: You can configure the Default Path, Kernel Relevance Threshold, and Kernel Count Limit for your CXone Expert integration. This allows Copilot for Agents profiles to reference only a specific part of your CXone Expert knowledge base.

• Setting to Disable Manual Search: The new setting Agent Manual Query Input allows you to hide the search bar at the bottom of Copilot for Agents.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

UI and UX Improvements

The following changes have been made to the Copilot for Agents user interface:

• Combined KB Answer Card: Previously, Copilot for Agents displayed KB answers, links, and images in separate cards. In this release, they appear in the same card.

• Processing Dots: Copilot for Agents displays animated dots while processing. The dots disappear when Copilot for Agents delivers content to the agent or when it finds no applicable content.

• Improvements to Next-Best Responses: Arrows make it easier to navigate between the next-best responses Copilot for Agents suggests. The responses also take up less space.

• Improvements to Copilot for Agents Profile Configuration: The settings in the Copilot for Agents profile are better organized and more clearly named:

  • Knowledge Base Articles is now KB Answers.

  • Web Links is now KB Web Links.

  • Images is now KB Images.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

CXone Expert

Analytics API

You can run CXone Expert UI reports via API. This allows you to parse the data using your preferred BI tool. The data doesn't change between the UI and API reporting methods.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Custom Dictionary

Previously, you could build a custom dictionary with XML files and templates. In this release, you can use the CXone Expert UI or API to create a list of words to translate and to not translate for each available language. This feature helps you build trust with your consumers by preserving tone and branded terminology no matter what language your readers use.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Traffic Insights Report Updates

The Traffic Insights report includes the following enhancements: 

• Clearer information about website traffic and engagement

• More intuitive presentation

These changes make the report easier to understand quickly.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Search Recommendations Moved

Search Recommendations have been migrated from Dashboard to Control Panel. This update improves the UI and makes the organization of features more intuitive.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Schedule Publish

You can create publication schedules without using custom scripts. You can also view, sort, and filter site-wide publication schedules to help you manage workflows. Non-administrative users don't have access to the list of site-wide publications. They can only see the schedules they have read access for at the page level.

This update provides you with several benefits: 

• Adhere to content delivery timelines without coordinating content team availability

• Optimize and scale your content delivery and streamline workflows to reduce effort for your content teams

• Make the process accessible to more content contributors

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Third-Party Cookies

You can maintain privacy compliance while delivering personalized content to your users.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Feedback Management

Topic Filtering for Text Analytics

For systems where hierarchical topics are enabled, the text analytics charts are now filtered by topic and subtopic. You can select one or more filters at a time. This lets you answer questions on a specific topic.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Spanish Comments Processed in Spanish

Comments submitted in Spanish are processed and tagged in Spanish. This lets the Text Analytics engine preserve the meaning and nuances of the comments in the language they were written in. The analysis is translated back into your chosen language for you to use. You can also see the comments and tags translated into your language.

Analyzing survey comments in the original Spanish allows for a more accurate identification of themes and sentiments in these surveys.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

ElevateAI in New Languages

If you use ElevateAI for Speech-to-Text (STT) transcriptions of IVR comments, you can see transcriptions for Cantonese, French, German, and Mandarin.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Improved Survey Change History Page

The Survey Change History page, which lets you monitor user changes to your surveys, matches the structure and style of the CXone user interface. This makes it more secure and easier to use.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Quick Navigation to Academy in Dojo

You can now access the Academy from the Feedback Management top navigation by clicking Help > Academy. This gives you easier access to the online training courses.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

CXone Guide

Cross-Domain Support for Chat

Previously, if a visitor crossed domains or subdomains while using your website, Guide did not maintain chat visitor data. In this release, if the visitor navigates across domains or subdomains while chatting with an agent, Guide retains the visitor data, and the chat session remains.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Set Guide Language

You can display Guide content in the language of your choice. When initializing Guide, you set a language in a new parameter named locale. This language overrides the user’s browser language settings. It is used for Guide content, including any chats that appear within Guide.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Reporting Enhancements

You can select additional Guide metrics when using CXone Dashboard:

• Offer Displayed: Shows the number of times a proactive offer appeared for a visitor during a visit.

• Offer Failed: Shows the number of times a proactive offer failed during a visit. An offer fails when the visitor does not click into the offer.

• Offer Ignored: Shows the number of times a proactive offer was ignored by a visitor. An offer is ignored when the visitor does not click into the offer and does not manually close the offer.

• Clickthrough: The number of times that a visitor clicks into a proactive offer during a time period.

• Clickthrough Rate: The percentage of time that a visitor clicked into a proactive offer out of the total number of proactive offers displayed during a time period.

Additionally, when using the Metrics Interval widget or the Metrics Summary widget, you can select a new Data Attribute filter named Engagement Type. The engagement types are:

• Link: The visitor clicked an action button that offered a web page (URL link).

• Article: The visitor clicked an action button that offered a CXone Expert article.

• Entrypoint: The visitor clicked an action button that offered an entry point.

• Chat: The visitor clicked an action button that started a chat with an agent.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

IEX WFM Integrated

Forecast By True to Interval

In the 2024-1 release, the CXone ACD started sending data to IEX under the True to Interval (TTI) paradigm. In this release, IEX lets you forecast based on TTI data. If you have permission to create forecasts, you can generate a secondary forecast for the active contact values. This is configurable for Inbound and Inbound Workload contact types. Learn how to forecast with TTI in Appendix A of the Forecaster User Guide .

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Modernization of the RCP Interface

With the 8.0 version of IEX WFM, all parts of the RCP interface was updated. The following are highlights of the new UI:

• A single main menu bar

• Consistent formatting and alignment

• Updated table display

• Updated icons for 300 existing activity codes

• Solid-color activity codes for 20 icons

These updates better align the UI with NICE branding and improve the display of icons in views and reports.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Security Audit Trail Available in Supervisor Webstation

Security audit trail data is available in the Supervisor Webstation. This includes data on user activities that impact system security, such as:

• User logins and logouts

• Creation, modification, and deactivation of users and roles

• Settings changes related to security, passwords, and permissions

Supervisors can sort and filter the data as needed. This gives supervisors easy access to monitoring system security. You can export this data via API.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Direct Integration with Workday and UKG Ready

Previously, you could only set up a custom integration with Workday and UKG Ready. This typically required a complex custom setup. In this release, you can integrate Workday and UKG Ready with IEX WFM directly. New screens in Supervisor Webstation let you set up the integration, add actions, and so forth. This lets you conveniently manage PTO information within IEX.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Manage IEX Data with SmartSync APIs

Previously, you could move data between IEX WFM and CXone by importing and exporting files via SFTP. In this release, you can also export data with SmartSync APIs. This provides you an easy and secure method of managing and accessing data.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Employee Engagement Manager

Data Consistency for Workload Contact Type

Previously, the intraday data did not match with IEX WFM for workload contact types. In this release, the data is captured differently to match IEX WFM. This makes data consistent between EEM and IEX. Also, if you previously had a workaround set up, the process is now automated.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

PTO Group Allotments

You can add a second check when agents request PTO in EEM. In addition to net staffing, agents also need to have sufficient group PTO. When configuring your net staffing template, you can determine if you want EEM to consider only net staffing, only group allotment, or both.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Bulk Association of Self-Service Templates

Previously, you were required to update CT and Site combinations one at a time for self-service templates. In this release, you can configure these associations in bulk. This speeds up and simplifies the process of configuring these associations.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Integration Hub

Support for mTLS Certificates

Integration Hub supports mTLS connections between CXone and third-party applications. Three new fields have been added to the Configuration tab: Client Certificate, Client Private Key, and Passphrase. You can set up mTLS certificates with these fields. The certificate and private key fields should be filled out together. If your private key is encrypted, you should also fill out the Passphrase field. The URL for the mTLS connection must be in HTTPS, or the connection will not work. mTLS connections expand the number of third-party applications that can integrate with CXone. It also provides additional details in the connection, which makes it more secure.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On deploy This feature is immediately available when the new release deploys to your environment.

Additional Requests per Connection

Previously, each connection allowed up to 10 active requests. In this release, each connection allows up to 50 requests, regardless of whether the requests are active or inactive. This update allows you to get more use out of each connection. It also decreases the amount of time you spend creating new connections.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On deploy This feature is immediately available when the new release deploys to your environment.

Interaction Analytics

Enlighten Overall Behavior Score

You can use the Customer Satisfaction and Sales Effectiveness Enlighten models to analyze agent behaviors. In this release, the Overall Behavioral Score metric has been added to the Enlighten Behavioral Metrics widget, the Enlighten Summary widget, the workspace and widget filters, category criteria, and the Search page.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Text Corrections Name Change

The Text Corrections page allows you to adjust words and phrases that were transcribed incorrectly from voice interactions. The name of this page has changed from Text Corrections to Voice Transcript Corrections. This helps clarify the function of the page, since you can only adjust the text from voice transcripts.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Enlighten AutoSummary in Interaction Analytics

Enlighten Behavioral Metrics Supported for Digital Channels

Previously, Enlighten behavioral metrics could only analyze voice interactions. In this release, behavioral metrics can also analyze interactions on digital channels Any channel, contact, or skill associated with Digital Experience.. This update helps improve your understanding of customer behavior in digital interactions. To use this feature, you need two licenses: 

• Analytics Advance/Premium or QM Analytics Advance/Premium

• Enlighten Customer Satisfaction or Sales Effectiveness

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Intent, Actions, and Outcomes in Interactions Table

Information about the customer intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish, agent actions, and the key outcomes Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. is available in the Interactions table. You can also see this data on the Search page. This lets you better analyze the data when searching, drilling down in a dashboard, or using the Interactions widget.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Categorize by Intent, Actions, and Outcomes

You can create categories or add filter criteria for: 

• Customer intent

• Actions the agent took to meet customer needs

• Outcomes of the interaction

This lets you analyze data about the customer intent, agent action, and outcomes of your interactions.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Intent Analysis Widget

You can analyze intents on three different levels: intent category, intent topic, and intent. You can drill down into the intent levels to find more specific intents and see examples of interactions with the selected intent. The intent analysis includes the following metrics: 

• General metrics: volume, % volume, average duration, average silence

• Analytics metrics: % negative/positive customer sentiment, % frustration

• Outcomes: % resolution, % escalation, % confirmed sale, % callback promised, and more

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Intent Trend Widget

A new Intent Trend widget lets you analyze and compare intent trends over time and identify intent spikes. You can analyze intents on three levels: intent category, intent topic, and intents. A filter helps you narrow down the data for a specific set of agents, teams, or other criteria. From the widget, you can drill down to interactions from a specific day to analyze examples. This gives you better insight into what your customers are calling about and why.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Summaries and Notes Available in Analytics Results and Interaction Transcripts

You can see agent notes and interaction summaries in the transcript view. This makes your interaction summary data more widely accessible within Interaction Analytics.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Interactions and Playback

Retrieve Media from Long-Term Storage

Previously, if media was in long-term storage and required retrieval, you needed to leave the Interactions application to retrieve the media in a separate application. In this release, you can retrieve recorded media from long-term storage directly from the Interactions search results.

This feature streamlines the process of retrieving media by eliminating the need to switch between applications.

Retrieving media requires the Admin > Long-term File Retrieval > Create permission.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Filtering by Media State

You can filter segments by their media status, for example, in long-term storage, deleted, and so on. You can apply this filtering to both voice and screen recordings. The media state filter is not applied to digital recordings.

There are two new media states: Pending Retrieval and Retrieved.

This feature allows more targeted retrieval of recordings based on media status.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Life-Cycle Management Information for Recorded Media

Previously, this feature was in controlled release. In this release, it is generally available.

You can view retention dates for segments with recorded media. Hover over the enhanced media type icon to display a tooltip with the life-cycle management dates.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Support for Enlighten Sentiments

Previously, Interactions search and playback supported analytics-based sentiments. In this release, Interactions search and playback also supports Enlighten sentiment levels for a segment. Customer sentiment generated by Enlighten is based on a predictive net promoter score.

This feature is currently in controlled release (CR) and is available only for users in the CR group with CXone Quality Management Advanced.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

CXone Multi-ACD (CXone Open)

Support for Third-Party Cisco Telephony System

CXone Multi-ACD enables out-of-the-box connectivity to your third-party Cisco telephony system for recording of third-party telephony calls (voice and screen).

CTI connectivity options for connecting Cisco to CXone:

•  Cisco JTAPI (CUCM)

•  Cisco JTAPI and Cisco CTI Servers (CUCM and Cisco UCCE)

The Cisco system will work with CUBE as the customer SBC (for BiB).

CXone Multi-ACD supports high availability and Multi-Data Center (MDC) for third-party Cisco systems.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhanced Agent Support and Performance

CXone Multi-ACD supports a tenant of up to 10,000 configured agents and up to 5,500 concurrent calls.​

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

My Zone

Self-Swap for My Zone

This feature is available for CXone WFM Advanced users.

Self-swap is added to the existing self-service component in My Zone.

How it works:

Agents can adjust their schedules. They can remove the time intervals they wish to swap and add new time intervals for exchange. This does not alter their total working hours for the week or have a negative effect on staffing.

Self-swap is automatically approved based on configured approval rules. The prerequisites for existing self-service features also apply to self-swap.

The benefits are:

• Empowering agents

• Improving work–life balance

• Increasing agent satisfaction

• Reducing absences and contact center attrition

• Help meet staffing needs, minimize variances, improve occupancy, and reduce overtime

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

NEVA

Add Applications

A new Add Applications button on the Settings page enhances user experience by making finding and adding applications easier. This feature allows you to search for applications with multiple URLs or captions. You can then add specific URLs and captions to the Applications page under the main application. This ensures that the relevant applications, URLs, and captions are included in reports.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Remove Applications

A new Remove button allows you to remove single or multiple applications or URLs/captions from the Applications tab.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Partner Applications

Adapters

Remove Access Key Permissions for Account Mapping User

When mapping CXone with a partner platform, the connection is set up using the credentials of a CXone user account. This user is required to have several CXone permissions. In this release, the user no longer needs access key permissions. Fewer required permissions increases security by removing unnecessary access.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

UAE and Osaka Support

Presence Sync and Directory Sync are available in the UAE and Osaka regions.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Voice Quality Metrics

Monitoring Gateway Subscriptions

You can view all types of call monitoring data with CXone Voice Quality Metrics. Monitoring Gateway Subscriptions gives you direct access to that data. You can pull your call data directly out of CXone into your own monitoring platform. This lets you work with the data directly and visualize it according to your needs. You can be empowered to proactively control and monitor the health of your contact center.

For more details about this feature, select the New Applications filter on the top right.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Global Filter

Previously, when accessing your call monitoring data, Voice Quality Metrics queried the CXone database for all calls within your specified time range. After retrieving the calls, you could filter the list. Depending on your call volume, this was a slow process to find certain types of calls.

In this release, a global filter lets you limit the calls that you request from the database. Instead of receiving all calls from the database, you can specify exactly which calls you want to view. For example, you can see only calls with poor quality, only WebRTC calls, and so forth. This filter makes troubleshooting faster and more convenient.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

WebRTC Monitoring of CXone Agent Applications

Previously, WebRTC call monitoring was available for calls handled in MAX, Salesforce Agent, and Agent for Service Cloud Voice. In this release, WebRTC monitoring is also available for calls handled in the following CXone Agent apps:

• CXone Agent

• CXone Agent Embedded

• CXone Agent for Microsoft Teams

• CXone Agent Integrated

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

CXone Performance Management Insights

ETL - Data Recalculation

You can recalculate your reporting set data and metric definition. For any import or change in the reporting set definition, you need to recalculate it. This ensures that your numbers always stay accurate and up to date. Also, if there are changes in the metric definition, you need to recalculate the metric value.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Objectives - Performance Notifications

You can keep track of the performance of your objectives. After setting up notifications, you receive email and system notifications in case objectives are not met.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

CXone Quality Management

Calibration Evaluations Enhancements

• You can now add up to 200 evaluators for calibrating forms and evaluations. Previously, only 50 evaluators could be added for calibrating forms and evaluations.

• You can also select evaluators based on groups. All the evaluators get selected from the selected group. You can also select evaluators separately along with group selection.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

My Zone Updates

Plans Monitoring under My Zone is changed to Evaluator Assignments. Evaluator Assignments contains two tabs - Plans Monitoring and Manage Evaluations. Quality Managers can see the list of all the evaluations initiated through Quality Planner or manual assignment. Quality Managers can re-assign it to the other evaluators or themselves which are in the New state.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Support Enlighten Sentiments in Quality Flows

While configuring the Quality Plan and auto-response rules - A new option (Enlighten Sentiment) is added along with the existing one (Sentiment). Enlighten Sentiment is a customer sentiment generated by Enlighten, based on a predictive net promoter score (very positive, positive, neutral, negative, or very negative).

This feature is supported only for users with the CXone Quality Management Advanced or CXone Quality Management Premium license.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

CXone Recording

Recording Policy Deny List for Screen Recording

You can define a Deny list for applications and URLs. When a specified application or URL opens on an agent's desktop, the screen recording stops. The Deny list is applied to all calls with screen recording irrespective of recording policy.

This feature prevents screen recording of sensitive data.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Recording Policies with Business Data

A new business data filter in Record and DNR policies allows you to make recording or DNR decisions based on business data reported as part of the call metadata (CTI).

This feature provides more flexibility during recording and allows more targeted and effective recording strategies.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Monitoring of Recording Quality

The quality of the recorded media stream is monitored to provide more information about recording failures due to packet loss. A new recording alert informs you about missing audio packets.

This feature provides insights into recording failures and facilitates effective troubleshooting.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Improved Call Efficiency for Long Calls

Enhancements to the IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. recording flow reduce the number of long calls and save unnecessary storage cost:​

• Segments are closed when a customer requests a callback and subsequently disconnects from the call.

• Segments are closed when a customer is routed to an agent, and the call is refused.

Fewer scenarios will lead to extended call recordings with both voice and screen.​

These enhancements improve call efficiency and customer experience by reducing the occurrence and impact of long calls.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Screen Monitoring Security Enhancement

Previously, the Can be Recorded (Screen) attribute was not required to enable agents to be monitored. In this release, you need to enable the Can be Recorded (Screen) attribute for agents you want to monitor. Supervisors who want to monitor agents do not need this attribute.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Reporting

Business Intelligence (BI) Reports

Enlighten Copilot Tab in CXone Billing Report

A tab called Enlighten Copilot has been added to the CXone Billing report. It displays the number of Copilot for Agents sessions for the time period you choose.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

CXone Dashboard Data in Audit Reports

Data from CXone Dashboard is now available in the Activity Audit report and Change Audit report. The Activity Audit report displays a log of dashboards and widgets that have been created, deleted, or duplicated. The Change Audit report displays a log of:

• Renamed dashboards and widgets

• Changes to dashboard ownership

• Changes to who the dashboard is shared with

• Changes to widget settings

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Data Download Reports

Disable cURL Reporting

Your CXone Account Representative can disable cURL reporting for your organization.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

ACD Dashboards

Disable ACD Dashboards

Your CXone Account Representative can disable ACD Dashboards for your organization.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

CXone Studio

Script Auto-Save

Scripts are now automatically saved locally in your browser. This prevents changes from being lost when your CXone session expires.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

View Script History and Revert to Previous Versions

You can now view a script's save history in CXone Studio. The Version History list shows all saved previous versions of the script. For each version, you can see the date and time it was last saved and the user who saved it. When viewing a previous version, you can choose to restore that version. This makes it the active version of the script. The previous active version becomes the most recent previous version of the script. You can also choose to save a previous version as a separate script.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Script Version Control with Promotion Through Development Stages

CXone Studio now has a version control system that allows you to move a script through various stages of development. This allows you to track a script's progress through the development life cycle. By default, there are four stages available: development, testing, staging, and production. Users with administrative permissions can configure which of the stages are available for use in your CXone system. CXone Studio users can promote a script from one stage to the next.

The version control system uses RBAC. This means you can grant access to scripts based on user role according to the stage the script is in. For example, you can allow all Studio users access to development scripts but limit working with production scripts to managers only.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Use GitHub as a Version Control System for Script Changes

You can now use GitHub as a version control system. If your organization has more than one line of business, you can define each line of business in CXone Studio and assign a remote GitHub repository to each one. Script changes for scripts in that line of business can be synchronized with the assigned repository.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Support for Configuration Wizards in WORKFLOW EXECUTE and AGENT WORKFLOW CONFIGURATION Actions

You can now access the WORKFLOW EXECUTE action and the AGENT WORKFLOW CONFIGURATION action configuration wizards from CXone Studio. The wizards open when you click Open Editor in the actions' properties. These actions allow you to set up CRM integrations with CXone Agent applications in your scripts.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

CXone Supervisor

Supervisor Action Notifications to Agents

Previously, the agents were not notified about any supervisor actions. In this release, there is an option to notify agents upon the supervisor's actions: Monitor, Screen Monitor, Coach, Join, Take Over, or Record. This feature protects agent privacy.

Supervisors with the administrator privileges can set the supervisor actions notification from the options listed under the Global tab in the Settings page. These global settings once set will be applicable to the entire tenant. To view and edit the global settings, supervisors must have the relevant Global Settings permissions.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Monitoring and Alerts Panel Moved

To enhance the user experience, the panel showing monitoring and alerts is repositioned. With this repositioning, you can receive monitoring, alerts, and any additional information in a single panel.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

UI and UX Improvements

These improvements are made to the CXone Supervisor user interface:

• Team Filter: Previously, the Team filter listed all the teams irrespective of the assigned view. In this release, the Teams filter now lists only the teams defined in the assigned user-based view.

  Customer Request

  UI Change

  Availability

  GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

• Skills and Campaign Filters: Previously, the Contact Skill and Campaign filters showed inconsistent data for the Agents, Contacts, and Skills tab. In this release, for clarity and better user experience, there are additional skill and campaign filters:

  • Skill Name: New filter, applicable for Skills tab.

  • Contact Skill: Existing filter, applicable to Agents and Contacts tab.

  • Campaign Name: New filter, applicable for Skills tab.

  • Contact Campaign: Existing filter, applicable to Agents and Contacts tab.

  Customer Request

  UI Change

  Availability

  GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

• Contact Information: In this release, the contact information under the Activity tab has an option to copy the contact details.

  Customer Request

  UI Change

  Availability

  GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Transcription

Continuous Stream Transcription Generally Available

Previously, Continuous Stream Transcription was in controlled release. In this release, it is now generally available. Continuous Stream Transcription provides an ongoing stream of transcription that's suitable for use with agent assist applications. When you use this transcription option, you can choose from two transcription services: Google Transcription and CXone Transcription. Continuous Stream Transcription is currently only available in North American English.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

TTS

Amazon Polly Available as a Text-to-Speech Provider in Cloud TTS

You can now use the Amazon Polly text-to-speech (TTS) service with CXone. Your organization must have an account with Amazon to use this option. This update expands the range of TTS service options available for use with Cloud TTS.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Cloud TTS Support for Google Custom Voice

Cloud TTS now supports using custom TTS voices that you've created with Google Custom Voice. You must have Google TTS to use this feature. Your organization is responsible for creating the audio recordings and training, and for maintaining and debugging the voice model. The new functionality for Google Custom Voice expands your options for TTS voices to use with CXone.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

New Languages for Studio-native TTS

Studio-native TTS now supports these languages:

• Chinese Mandarin

• Dutch - Belgium

• English - Canada

• Hindi

• Portuguese - Brazil

• Polish

• Swedish

To see a full list of supported languages, go to the Supported Languages page, click Filter by Application on the top right, then select the TTS filter.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Virtual Agent Hub

Native Support for Cognigy Agents

The Cognigy virtual agent is now available to use with CXone on voice and digital Any channel, contact, or skill associated with Digital Experience. chat-based channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. Voice integrations require a SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel configuration. Chat integrations can be set up through Virtual Agent Hub. Cognigy is a company that specializes in conversational AI products, including this virtual agent offering. This update expands the list of virtual agent providers that are natively supported in CXone.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

CXone Workforce Management

Schedule Manager: Select and Clear All When Publishing New Schedules

In the Publish New Schedules window, you can select all or clear all selected scheduling units.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

RTA: Adherence Summary Tabs Including Active Agents

The tabs in RTA now show adherence data. At a glance, you can see how many agents are active (working or scheduled to be working), and are in or out of adherence.

In addition, two tabs have been renamed:

• All tab renamed to Active Agents: The tab doesn't display all agents. Instead, the Active Agents tab displays agents that are working or scheduled to work.

• Alerts tab renamed to Unmapped: The column continues to display agents whose ACD Login ID or actual activity isn't mapped.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Intraday: Widgets Interface Upgrade

The display of the Intraday widgets is updated to be easier to read. You will be able to hover over each graph for more details.

Previously, you could highlight the variance columns to see when the variance was high or low. In this release, you can include a heatmap that shows variance highlights at the bottom of each widget.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Long-Term Forecasting

Introducing long-term forecasting capability. This feature is available for CXone WFM Advanced users. This capability lets you generate forecast data for a duration ranging from 1 to 5 years.

Forecast data is available at a granularity of a day level.

You are able to perform several actions on the generated forecast job. This includes:

• Download forecast data as a CSV file for in-depth analysis

• Duplicate a job

• Delete a job

• View forecast data

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Removal of MFA for Clear Historical Data

Previously, when you wanted to clear historical data, the system needed your login details. It didn’t use multi-factor authentication (MFA). Enabling MFA could disrupt the system.

In this release, this issue is fixed by a new confirmation method before deleting historical data. The new method does not require your usual login details, like your username and password. Two-level confirmation is provided. This helps stop any data from being deleted by mistake.

This change improves the user experience and streamlines the process.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Improved Schedule Generation

As part of the schedule generation enhancement:

• CXone Workforce Management supports digital channels, such as WhatsApp.

• The generation process is optimized. It's faster and more accurate.

• Changes to daylight saving time are now considered. For example, if the change occurs during a shift, the schedules will be adapted accordingly.

• After the schedule is generated, you can download a process report. If agents weren't included in the schedule, you could see why in this report.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Self-Swap for My Zone

This feature is available for CXone WFM Advanced users.

Self-swap is added to the existing self-service component in My Zone.

How it works:

Agents can adjust their schedules. They can remove the time intervals they wish to swap and add new time intervals for exchange. This does not alter their total working hours for the week or have a negative effect on staffing.

Self-swap is automatically approved based on configured approval rules. The prerequisites for existing self-service features also apply to self-swap.

The benefits are:

• Empowering agents

• Improving work–life balance

• Increasing agent satisfaction

• Reducing absences and contact center attrition

• Help meet staffing needs, minimize variances, improve occupancy, and reduce overtime

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Distribution Rules

With distribution rules, CXone Workforce Management can understand how customer interactions are routed to agents. This helps copy the ACD routing, but not control where the interactions go. Allocating agents is more efficient with this data.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Bidding Template: Define Number of Patterns for Each Weekly Rule

When creating or editing a bidding template, you can select how many patterns of each weekly rule are generated.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Weekly Rules: Range for Consecutive Days Off

You can select between 2 and 7 consecutive days off when creating or editing a weekly rule.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Manage Request Enhancements

In this release, the request management capabilities for managers are enhanced.

• Managers can approve each request individually for an agent on a particular date.

• Requests spanning multiple dates are visible under all dates, not just the first date of the request.

• The status of a multi-day request is determined based on the status of individual requests within the multi-day request. If any request is pending, the entire multi-day request status will be pending.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Self-Swap for Mobile

This feature is available for CXone WFM Advanced users.

Self-swap is added to the existing self-service component in the EM Agent app.

Agents can adjust their schedules. They can remove the time intervals they wish to swap and add new time intervals for exchange. This does not alter their total working hours for the week or have a negative effect on staffing.

Self-swap for mobile is automatically approved based on the same configured approval rules used for self-swap in My Zone. The prerequisites for existing self-service features apply to self-swap as well.

The benefits are:

• Empowering agents

• Improving work–life balance

• Increasing agent satisfaction

• Reducing absences and contact center attrition

• Help meet staffing needs, minimize variances, improve occupancy, and reduce overtime

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Release Adjustments

The Release Adjustments section describes the changes, removals, and additions made in the feature descriptions since the initial coming soon announcement for the 24.2 release.

Changed Features

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 previously published on the Coming Soon page and an explanation of what changed.

Removed Applications and Features

Preferred Agent Settings Removed from Digital Experience Routing Page

It was previously announced that the preferred agent settings would be removed from the Digital Experience Routing page for all systems. The settings will only be removed later in the release cycle for those receiving the preferred agent setting enhancement in controlled release.

Agent for SCV

Clickjack Protection with Click2Jack

It was previously announced that you would need to add https://mydomain.force.com to your trusted domains. This was changed to https://mydomain.lightning.force.com.

Transfer Details Screen Pop

It was previously announced that the transfer details screen pop could include the call type. This was removed.

Bot Builder

Native Options Migrating from API Integrations to Scripts via Skill Store

It was previously announced that this feature would be controlled release. Instead, it is generally available.

Digital Experience

Chat UI Updates

It was previously announced that the redesign of chat UI would be generally available. Instead, it is in controlled release.

Enlighten Actions

It was previously announced that the following features will be available upon release, they will now be released later in the release cycle.

• Additional Datasets for Conversational Prompts

• Knowledge Generation

• Daily Change Summary

• Feedback on Conversational Responses

Enlighten Autopilot Knowledge

Variables for Error Messages

It was previously announced that you would be able to configure variables for six error messages. An additional error has been added:

• The utterance is too short. This means that the contact's message did not meet the minimum length requirement (more than two words).

Enlighten Copilot for Agents

Process Steps

Process Steps was previously announced as an add-on for Copilot for Agents. Instead, it is a feature available to all Copilot for Agents users.

CXone Guide

Reporting Enhancements

It was previously announced that you would be able to select additional Guide metrics when using the CXone Dashboard. The list of new metrics was incomplete. This is the full list of new metrics:

• Offer Displayed: Shows the number of times a proactive offer appeared for a visitor during a visit.

• Offer Failed: Shows the number of times a proactive offer failed during a visit. An offer fails when the visitor does not click into the offer.

• Offer Ignored: Shows the number of times a proactive offer was ignored by a visitor. An offer is ignored when the visitor does not click into the offer and does not manually close the offer.

• Clickthrough: The number of times that a visitor clicks into a proactive offer during a time period.

• Clickthrough Rate: The percentage of time that a visitor clicked into a proactive offer out of the total number of proactive offers displayed during a time period.

Feedback Management

Elevate AI in New Languages

It was previously announced that transcriptions would be available for French and German. Now, transcriptions will also be available for Mandarin and Cantonese.

Features Removed from This Release

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 24.2 release but may be part of a future release.

New Applications

Accent Matching

Accent Matching is a tool that will change an agent's voice, in real time, to a voice with an accent from an English-speaking country. This will make it easier for contacts to understand agents whose native language is not English. It will also reduce frustration and improve customer satisfaction.

Agents will be able to select a voice avatar for each call. Voice avatars will include a male and female option for different English accents. This includes Australian, British, Irish, and US English accents.

You will be able to monitor Accent Matching with: 

• An Accent Matching dashboard that shows the usage and minutes.

• Recordings of calls that use Accent Matching. This will allow you to review the accent and assess the impact of the accent on your calls. Call recording for these calls will not be enabled by default.

In this initial controlled release of Accent Matching, you will need to download an audio driver to each agent's computer.

This feature will be available later in the release cycle.

CXone Agent

Co-Browse

Enhancements to Search

• Export Results: Agents can export their search results as a file sent to their email address.

UI and UX Improvements

• Download All Attachments: Agents will be able to select the option to Download all attachments from an email.

CXone Agent Embedded

Co-Browse

Enhancements to Search

• Export Results: Agents can export their search results as a file sent to their email address.

UI and UX Improvements

• Download All Attachments: Agents will be able to select the option to Download all attachments from an email.

CXone Agent for Microsoft Teams

Co-Browse

Enhancements to Search

• Export Results: Agents can export their search results as a file sent to their email address.

UI and UX Improvements

• Download All Attachments: Agents will be able to select the option to Download all attachments from an email.

CXone Agent Integrated

Co-Browse

Enhancements to Search

• Export Results: Agents can export their search results as a file sent to their email address.

UI and UX Improvements

• Download All Attachments: Agents will be able to select the option to Download all attachments from an email.

CXone Bot Builder

Native Options Migrating from API Integrations to Scripts via Skill Store

Bot Builder has integrations with CXone and other products built into it by default. This includes CXone Expert, CXone Suite, Digital Experience, CXone Studio, and Salesforce. Currently, these options are available on the APIs tab in Bot Builder. They will now be located in the Bot BuilderSkill Store.

Bots that currently use affected API integration options will not be impacted. They will remain in your bot's configurations. However, if you create a new bot after this change occurs, these options will not be present under API Integrations.

Dialogue Designer to Build Conversation Flow

You will be able to build a conversational flow using the new dialogue designer. The dialogue designer will allow you to build a visual flow to map out the way stories, rules, and so on go together to create a complete conversation. This will make it easier to build a whole conversation out of the individual configuration elements in Bot Builder.

Improvements to Voice-Enabled Bot Builder Integrations via Virtual Agent Hub

Improvements will continue to be made to voice-enabled Bot Builder bots. Voice-enabling a Bot Builder bot takes place in Virtual Agent Hub with Studio scripting. In this release, the following improvements will be made: 

• Bot Builder will be supported as a native integration option in Virtual Agent Hub. Native integrations will be easier to set up and maintain.
• Full support for all channels through the Virtual Agent Hub integration, including digital channels. This means you will be able to use Virtual Agent Hub to manage all of your Bot Builder bots.
• Security updates, including a new method of authenticating with Studio. This helps make the integration more secure.

CXone Dashboard

Evaluation and Coaching Trend widget

This widget will help you monitor agents' scores and coaching sessions. Unlike the current Evaluation and Coaching Events widget, this widget will get coaching information from the new coaching application. It will also enable you to check whether these coaching sessions contribute to score improvements.

This feature will be supported only for users with the CXone Quality Management Advanced or CXone Quality Management Premium license.

Digital Experience

Engagement Rule Builder

You will be able to create Guide engagement rules using the new rule builder. This will provide an additional way to create engagement rules for users who use Guide to offer chat.

CXone Mobile SDK

Video and Image Compression

Currently, if a video or image file is too large, the SDK discards it. In this release, if these types of files are too large, the SDK will attempt to compress them. If it can compress the file into an acceptable size, the attachment will send. This will make your mobile apps more flexible and user-friendly.

CXone Guide

Engagement Rule Builder

You will be able to create Guide engagement rules using the new rule builder. The rule builder will provide several prebuilt actions and conditions that you can customize to quickly create an engagement rule.

To access the rule builder, you will need to click the app selector and select Guide.

Any rules you created previously will not be migrated to the new rule builder. However, the ACD > GUIDE > Engagement Rules and ACD > GUIDE > Engagement Actions pages will remain for the time being. You will be able to continue creating and managing engagement rules on these pages or use the new rule builder.

Interactions and Playback

Player Enhancements

The redesigned Player will highlight key elements in a recording playback. The Player will improve the user experience and make reviewing and analyzing recordings easier and more efficient.

• Interaction information will be displayed in one place in the Player header.​

• A larger screen area will improve the screen playback.​

• The Timeline view will be enhanced, and ACW time will be highlighted. ​

• Enhanced icons will allow better visibility and use.​

• When the whole contact is played back, there will be a segment level view. The corresponding segment information will be displayed in the Interaction Details tab.​

• The Action menus will be consolidated into a single menu with all the options.

There will be an option to continue using the current Player.

CXone Quality Management

Gen AI Driven Evaluation Summary

Supervisors will be able to understand their agent performance in a quality evaluation along with recommendations for improvement. A new tab, Evaluation Summary, will be added to review the summary and provide feedback.

This feature will be supported only for users with the CXone Quality Management Advanced or CXone Quality Management Premium license.

Features Added to This Release

This section notes product changes that have been added to this release since the initial coming soon announcement. To see the following features in detail, select the product in the filter on the right.

New Applications

Enlighten Copilot for Agents

Enlighten Actions

Enlighten Autopilot Knowledge

CXone Agent

Enhancements to the CRM Integration Experience > Create Entity Workflow Renamed

CXone Agent Embedded

Enhancements to the CRM Integration Experience > Create Entity Workflow Renamed

Enhancements to the CRM Integration Experience > Link Salesforce Records

CXone Agent Integrated

Enhancements to the CRM Integration Experience > Create Entity Workflow Renamed

Cloud TTS

New Languages for Studio-native TTS

CXone Coaching

UI Enhancements for Assign Coach

Digital Experience

Chat Security Enhancement

NEVA

Add Applications

Remove Applications

Reporting

Disable cURL Reporting

Disable ACD Dashboards

TTS

New Languages for Studio-native TTS