25.2 Release Notes

Global Changes

Manual Login Requirement After Account Activation

Previously, when a new user activated their account, they were always automatically logged in to CXone Mpower. In this release, users are required to activate their account and log in as separate steps.

This new flow enhances security. It also prevents inadvertent logins by users who don't want to use CXone Mpower immediately.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

What's New in the Online Help

New Organization of Copilot for Agents Setup

Previously, the process of setting up Copilot for Agents was contained on one page. In this release, it has been separated into multiple pages:

• Create a Copilot for Agents profile

• Modify your Studio script

Additionally, this new page provides an overview of the entire setup process.

Sections in Agent Left Menu

Two new sub-sections have been added to the left menus for the Agent, Agent Embedded, Agent for Microsoft Teams, and Agent Integrated online help:

• Agent Assistants: Contains the help pages for ConnectLingua, Copilot for Agents, and Real-Time Interaction Guidance

• Handle Interactions: Contains the help pages for handling calls, chats, emails, SMS Short Message Service; also known as text messaging., social messages, social platform interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., voicemails, and WhatsApp messages

This shortens the Agent left menu, making it easier to scan.

New Filter on Platform Availability Page

The Platform Availability page now includes a new filter that allows you to search for applications by their availability for high-security sovereign environments in specific regions.

Removed Applications and Features

Digital Experience Permission Removed from Digital Portal

The Can erase message content and user name permission has been removed from the Digital portal. It instead appears in the Admin application. It is on the Permissions tab of a selected role, on the ACD page and under the Digital Engagement section.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Next-Best Responses/Behavioral Guidance Removed from Copilot for Agents

Next-best responses, also called behavioral guidance, have been removed from Copilot for Agents. Any configured next-best responses no longer appear. The Behavioral Guidance field in the Copilot for Agents profile has been removed.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Removal of Speed to Lead Personal Connection Feature

The speed to lead feature, which has been available in a controlled release, has been removed.

Customer Request

UI Change

Availability

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

New Applications

Data Share (New)

Data Share (New) lets you use a Snowflake account to access and export your CXone Mpower data for your own business intelligence and analytics purposes. It's similar to Data Share except that you can:

• Consume your CXone Mpower data using any cloud environment if you're using your own Snowflake account. Legacy Data Share requires that you use AWS.

• Host your Snowflake account in any AWS region or on any cloud provider if you use your own Snowflake account. Legacy Data Share requires that your Snowflake account is hosted in the same region as your CXone Mpower instance.

• Create and manage your own data shares in the CXone Mpower interface. You can have multiple data shares that you create and manage yourself. When you create one, you can select which tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.' data is shared as well as which secure views are shared.

Data Share (New) gives you more flexibility to use your company's existing cloud environment and your own Snowflake account. It also gives you greater ability to manage the data sharing capabilities yourself. It requires a new license, so you need to contact your NICE Account Representative to enable it, even if you already have legacy Data Share.

Data Share (New) is available in the same regions as legacy Data Share, and for sovereign cloud configurations in the United Kingdom (UK) region.

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 Mpower 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.

Data Streams

Previously, Data Streams was in a controlled release. In this release, it is generally available.

Data Streams enriches and transmits IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. logs from the CXone Mpower ACD. It allows you to bring the enriched logs into data analysis tools, machine learning models, and so forth. Examples of useful tools are AWS Kibana, MicroStrategy, and Microsoft Access. This lets you analyze the data in a way that works best for your organization.

With Data Streams, you can set up a Kafka or Kinesis destination to an external system.

Customers who have been using Data Streams in controlled release will notice new features. For more details, select the Data Streams filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Knowledge Hub

Knowledge Hub connects knowledge sources A website that stores troubleshooting articles. to CXone Mpower for use with Autopilot and Copilot for Agents. Supported knowledge sources include:

• eGain
• CXone Mpower Expert
• Guru

• Microsoft SharePoint

• Salesforce

• ServiceNow

• Zendesk

• Custom knowledge sources

More knowledge sources will be added in future cumulative updates and releases.

To connect these knowledge sources to CXone Mpower, NICE Professional Services creates knowledge bases (KBs) in Knowledge Hub. You can then select a KB while configuring Autopilot and Copilot for Agents. This expands the reach of Autopilot and Copilot for Agents to allow you to use the knowledge source of your choice.

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 Mpower 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.

SmartReach

SmartReach is the LiveVox proactive communication offering optimized for use with CXone Mpower. It pairs omnichannel campaign automation with compliance controls across multiple channels Various voice and digital communication mediums that facilitate customer interactions in a contact center., including voice, SMS Short Message Service; also known as text messaging., email, and WhatsApp. SmartReach streamlines customer engagement, improves conversion rates, and enhances agent productivity.

SmartReach includes: 

• Compliance controls that help you adhere to complex regulations.

• Real-time agent assistance and AI-driven capabilities to improve your outreach strategies and maximize your resources.

• Automated campaigns and other tools to make agents more productive.

Customer Request

UI Change

Availability

CR The feature is available for CXone Mpower customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your 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.

CRM Ticketing Integration with CXone Mpower

This release introduces the new CRM Ticketing Integration solution allowing you to connect CXone Mpower business applications with CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. ticketing systems like Salesforce, Zendesk, and others. This solution imports users and tickets to CXone Mpower.

This feature is available with the CRM Ticketing license and a new permission enabling this functionality is added.

Key features include:

• Seamless integration with CXone Mpower applications like Quality Management.

• Support for the import of solved/resolved tickets from CRM systems.

• New dedicated ticket search and ticket viewer application in Interactions.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

ACD

ACD Routing

Expanded Support for Advanced Routing Features

Previously, advanced routing features were available for standard configurations in Australia, Canada, the EU, and the USA. They were also available for sovereign cloud configurations in Australia and the EU. In this release, they are also available for these regions and configurations: 

• FedRAMP configurations in the US

• Standard configurations in the UK

• Sovereign cloud configurations in the UK

Advanced routing features include:

• The ability to specify multiple routing attributes at a time.

• The option to prioritize routing decisions for voice and digital Any channel, contact, or skill associated with Digital Experience. interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. based on the relative number of interactions that agents are currently handling.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Actions

Use Observability Dashboard to Generate and Publish Expert Articles

Previously, you could only use Actions to generate and publish articles to Expert. In this release, you can also use the Observability Dashboard to identify knowledge gaps and then generate articles on the spot.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Root Cause Analysis for Detected Anomalies

In this release, you can see more details for detected anomalies. By using comprehensive insights and root cause analysis, Actions shows you the top three contributors to the anomaly. Contributors are automatically generated and are a combination of Skills, Teams, and Contact Reasons.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Business Data

Previously, Actions used data from your contact center. In this release, Actions also uses any business data that you specify in addition to contact center data.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Observability Dashboard for Autopilot

Previously, the Observability Dashboard provided information for Copilot and Autopilot Knowledge. In this release, the Observability Dashboard also includes insights for Autopilot. You can view comprehensive insights into the performance of the knowledge base queries and identify gaps in your knowledge base.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Observability Dashboard Enhancements for Copilot

Previously, when viewing Copilot data from generative responses, you could group the data by Category. In this release, when looking at the data, you can also group it by Master Contact, Skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge., Team, or Agent.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Additional Insights That Highlight Trends or Correlations

Previously, when you asked a question in Actions, you saw data displayed as a table with textual insights under the table. In this release, there are additional insights provided that highlight trends and correlations.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Customize the AI Legal Disclaimer

Previously, Actions provided a standard AI legal disclaimer that you could opt to show. In this release, you can customize the disclaimer text.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

Tickets Search Permission for Interactions Hub

A new permission, Search Tickets, has been added to the Permissions tab of the role profile under Interactions Hub > Search. When enabled, the user can see the Tickets Search tab in Interactions Hub and search tickets integrated via the CRM Ticketing integration. By default, this permission is turned off.

This permission is available to users with an Advanced Recording license with Store & Forward and the integration CRM Ticketing selected.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

IVR Segment Privacy Permission for Interactions Hub

A new permission for IVR Segments Privacy has been added to the Permissions tab of the role profile under Interactions Hub > Search. When enabled, the Interactions application excludes IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. segments from search results. By default, this permission is turned off.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Permission to Erase Digital Experience Messages and Settings Moved to Admin

The Can erase message content and user name permission has been removed from the Digital portal. It instead appears in the Admin application. It is on the Permissions tab of a selected role, on the ACD page and under the Digital Engagement section.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

Transfer Calls and Voicemails to Agents in a Working State

Agents can now transfer interactions to other agents who are in a Working state The availability status of an agent. on ACD interactions. ACD interactions include calls, voicemails, and work items Customizable method of delivering contacts to an agent via Studio scripts.. This feature has parity with the same functionality in MAX.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Enhancements to Interactions Tab in Search

The following changes have been made to the Interactions tab in Search :

• Display More Columns: Agents can display more than five columns at once. A horizontal scroll bar has been added to allow them to view as many columns as they select.

• Keep Customizations: Agent keeps the changes agents make to the Interactions tab after they log out or clear their cache and cookies. This includes the columns and filters they've selected.

• Column Resizing: Some columns have been widened to display more content where necessary.

• Colors in Status Column: The values in the Status column are now color-coded.

• Filter Combinations: Previously, some search filter combinations, such as Channel and Status, resulted in an error message. In this release, most filter combinations are supported. This feature has parity with the search filter functionality in MAX.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Create a CRM Record During an Interaction

You can now enable agents to create new CRM records while they're handling interactions. The Create New icon is added to the Related Interactions section of the customer card. Agents can click Create New and select the type of record they want to create. The record appears in the customer card and opens in your CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories.. Instead of records being created automatically for every interaction, agents can determine when records should be created. To enable this option, you need to modify your Studio script.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Close Digital Interactions Without Assigning a Disposition

Agents can now assign digital interactions a Status of Closed while leaving the Disposition field blank. They can do this even if dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. are required. However, agents must assign required dispositions to Closed digital interactions before they can Unassign & Dismiss them.

Additionally, the following updates have been made to the user interface:

• The Outcomes window has been renamed to Outcome.

• The Notes field has been renamed to Disposition Notes.

• A drop-down to select a status Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. has been added to the top of the interaction space.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Typing Indicator for Apple Messages for Business

Typing indicators now display to contacts The person interacting with an agent, IVR, or bot in your contact center. using Apple Messages for Business. They let contacts know when agents are actively typing. This helps keep contacts engaged.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Preventing Agents from Redialing Deactivated or Unassigned Skills

Previously, agents could redial contacts The person interacting with an agent, IVR, or bot in your contact center. from Contact History using a deactivated skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. or a skill they were no longer assigned. In this release, agents cannot do that.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Agent user interface:

• Hide Approval Queue for Outbound SMS: The option to request approval for outbound SMS is now hidden; it doesn't work.

• Correct Rendering of Email Content: Email content on the Threads tab in Search displays as plain text instead of HTML.

• Highlight Specific Messages: When agents reply to a specific message or attachment, it is highlighted in yellow.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Assist Hub

Rebranding of Select Agent Assist Applications

The names of the following agent assist apps have been updated to match the CXone Mpower rebranding:

• Enlighten AutoSummary is now CXone Mpower AutoSummary.

• Enlighten Agent Copilot is now CXone Mpower Copilot for Agents.

• Enlighten AutoPilot Voice Biometrics is now CXone Mpower Autopilot Voice Biometrics.

• Enlighten AutoPilot is now CXone Mpower Autopilot.

• CXone SmartAssist Powered by Amelia is now CXone Mpower Autopilot Amelia.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Licensing Updates

Licensing for the following Agent Assist Hub integrations has been updated:

• Custom Agent Assist Endpoints
• Google CCAI

These updates provide a structured licensing approach and offer greater flexibility.

If you're a NICE partner and need more details on a related enablement change, select the Partner Applications filter on the top right and scroll to Tenant Management.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 in Availability

Agent Assist Hub is now compliant with and available for FedRAMP. It is available for sovereign cloud configurations in the UK.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Embedded

Agent Embedded for Salesforce

Window Expansion for New Interactions

When Agent for Salesforce is minimized, and the agent receives a new interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., Agent for Salesforce expands. Likewise, if the agent clicks a phone number in a Salesforce record, Agent for Salesforce expands to show the outbound call. This allows agents to focus on other screens in Salesforce knowing they won't miss new interactions assigned to them.

This applies to voice and digital Any channel, contact, or skill associated with Digital Experience. interactions, as well as voicemails and work items Customizable method of delivering contacts to an agent via Studio scripts..

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Customer Card Refresh

Agents can refresh the customer card to view more Salesforce records. Previously, this did not work unless your authenticated Salesforce user had the permissions for all secondary object types. In this release, refresh works without those permissions.

As part of this enhancement, the following updates have been made:

• Refresh has moved from the Related Interactions section of the customer card to its main section.

• You can no longer use default search to find work order records. A default search is based on only an email address or phone number. Instead, you can use generic search to find work orders. Generic searches can be based on any field in the record.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Embedded for ServiceNow

Install from the ServiceNow Store

You can install Agent Embedded from the ServiceNow Store. This simplifies the installation process.

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 Mpower 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 Embedded for all CRMs

Transfer Calls and Voicemails to Agents in a Working State

Agents can now transfer interactions to other agents who are in a Working state The availability status of an agent. on ACD interactions. ACD interactions include calls, voicemails, and work items Customizable method of delivering contacts to an agent via Studio scripts.. This feature has parity with the same functionality in MAX.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Enhancements to Interactions Tab in Search

The following changes have been made to the Interactions tab in Search :

• Display More Columns: Agents can display more than five columns at once. A horizontal scroll bar has been added to allow them to view as many columns as they select.

• Keep Customizations: Agent Embedded keeps the changes agents make to the Interactions tab after they log out or clear their cache and cookies. This includes the columns and filters they've selected.

• Column Resizing: Some columns have been widened to display more content where necessary.

• Colors in Status Column: The values in the Status column are now color-coded.

• Filter Combinations: Previously, some search filter combinations, such as Channel and Status, resulted in an error message. In this release, most filter combinations are supported. This feature has parity with the search filter functionality in MAX.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Create a CRM Record During an Interaction

You can now enable agents to create new CRM records while they're handling interactions. The Create New icon is added to the Related Interactions section of the customer card. Agents can click Create New and select the type of record they want to create. The record appears in the customer card and opens in your CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories.. Instead of records being created automatically for every interaction, agents can determine when records should be created. To enable this option, you need to modify your Studio script.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Close Digital Interactions Without Assigning a Disposition

Agents can now assign digital interactions a Status of Closed while leaving the Disposition field blank. They can do this even if dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. are required. However, agents must assign required dispositions to Closed digital interactions before they can Unassign & Dismiss them.

Additionally, the following updates have been made to the user interface:

• The Outcomes window has been renamed to Outcome.

• The Notes field has been renamed to Disposition Notes.

• A drop-down to select a status Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. has been added to the top of Agent Embedded.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Typing Indicator for Apple Messages for Business

Typing indicators now display to contacts The person interacting with an agent, IVR, or bot in your contact center. using Apple Messages for Business. They let contacts know when agents are actively typing. This helps keep contacts engaged.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Preventing Agents from Redialing Deactivated or Unassigned Skills

Previously, agents could redial contacts The person interacting with an agent, IVR, or bot in your contact center. from Contact History using a deactivated skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. or a skill they were no longer assigned. In this release, agents cannot do that.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Agent Embedded user interface:

• Hide Approval Queue for Outbound SMS: The option to request approval for outbound SMS is now hidden; it doesn't work.

• Correct Rendering of Email Content: Email content on the Threads tab in Search displays as plain text instead of HTML.

• Highlight Specific Messages: When agents reply to a specific message or attachment, it is highlighted in yellow.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 for Microsoft Teams

Transfer Calls and Voicemails to Agents in a Working State

Agents can now transfer interactions to other agents who are in a Working state The availability status of an agent. on ACD interactions. ACD interactions include calls, voicemails, and work items Customizable method of delivering contacts to an agent via Studio scripts.. This feature has parity with the same functionality in MAX.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Enhancements to Interactions Tab in Search

The following changes have been made to the Interactions tab in Search :

• Display More Columns: Agents can display more than five columns at once. A horizontal scroll bar has been added to allow them to view as many columns as they select.

• Keep Customizations: Agent for Microsoft Teams keeps the changes agents make to the Interactions tab after they log out or clear their cache and cookies. This includes the columns and filters they've selected.

• Column Resizing: Some columns have been widened to display more content where necessary.

• Colors in Status Column: The values in the Status column are now color-coded.

• Filter Combinations: Previously, some search filter combinations, such as Channel and Status, resulted in an error message. In this release, most filter combinations are supported. This feature has parity with the search filter functionality in MAX.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Create a CRM Record During an Interaction

You can now enable agents to create new CRM records while they're handling interactions. The Create New icon is added to the Related Interactions section of the customer card. Agents can click Create New and select the type of record they want to create. The record appears in the customer card and opens in your CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories.. Instead of records being created automatically for every interaction, agents can determine when records should be created. To enable this option, you need to modify your Studio script.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Close Digital Interactions Without Assigning a Disposition

Agents can now assign digital interactions a Status of Closed while leaving the Disposition field blank. They can do this even if dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. are required. However, agents must assign required dispositions to Closed digital interactions before they can Unassign & Dismiss them.

Additionally, the following updates have been made to the user interface:

• The Outcomes window has been renamed to Outcome.

• The Notes field has been renamed to Disposition Notes.

• A drop-down to select a status Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. has been added to the top of the interaction space.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Typing Indicator for Apple Messages for Business

Typing indicators now display to contacts The person interacting with an agent, IVR, or bot in your contact center. using Apple Messages for Business. They let contacts know when agents are actively typing. This helps keep contacts engaged.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Preventing Agents from Redialing Deactivated or Unassigned Skills

Previously, agents could redial contacts The person interacting with an agent, IVR, or bot in your contact center. from Contact History using a deactivated skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. or a skill they were no longer assigned. In this release, agents cannot do that.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Agent for Microsoft Teams user interface:

• Hide Approval Queue for Outbound SMS: The option to request approval for outbound SMS is now hidden; it doesn't work.

• Correct Rendering of Email Content: Email content on the Threads tab in Search displays as plain text instead of HTML.

• Highlight Specific Messages: When agents reply to a specific message or attachment, it is highlighted in yellow.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 for Service Cloud Voice

Multiconference Support

Previously, Agent for Service Cloud Voice only supported up to four people on conference calls. In this release, it supports up to six people on conference calls. This allows agents to add parties without placing the contact The person interacting with an agent, IVR, or bot in your contact center. on hold.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Integrated

Transfer Calls and Voicemails to Agents in a Working State

Agents can now transfer interactions to other agents who are in a Working state The availability status of an agent. on ACD interactions. ACD interactions include calls, voicemails, and work items Customizable method of delivering contacts to an agent via Studio scripts.. This feature has parity with the same functionality in MAX.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Enhancements to Interactions Tab in Search

The following changes have been made to the Interactions tab in Search :

• Display More Columns: Agents can display more than five columns at once. A horizontal scroll bar has been added to allow them to view as many columns as they select.

• Keep Customizations: Agent Integrated keeps the changes agents make to the Interactions tab after they log out or clear their cache and cookies. This includes the columns and filters they've selected.

• Column Resizing: Some columns have been widened to display more content where necessary.

• Colors in Status Column: The values in the Status column are now color-coded.

• Filter Combinations: Previously, some search filter combinations, such as Channel and Status, resulted in an error message. In this release, most filter combinations are supported. This feature has parity with the search filter functionality in MAX.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Create a CRM Record During an Interaction

You can now enable agents to create new CRM records while they're handling interactions. The Create New icon is added to the Related Interactions section of the customer card. Agents can click Create New and select the type of record they want to create. The record appears in the customer card and opens in your CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories.. Instead of records being created automatically for every interaction, agents can determine when records should be created. To enable this option, you need to modify your Studio script.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Close Digital Interactions Without Assigning a Disposition

Agents can now assign digital interactions a Status of Closed while leaving the Disposition field blank. They can do this even if dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. are required. However, agents must assign required dispositions to Closed digital interactions before they can Unassign & Dismiss them.

Additionally, the following updates have been made to the user interface:

• The Outcomes window has been renamed to Outcome.

• The Notes field has been renamed to Disposition Notes.

• A drop-down to select a status Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. has been added to the top of Agent Integrated.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Typing Indicator for Apple Messages for Business

Typing indicators now display to contacts The person interacting with an agent, IVR, or bot in your contact center. using Apple Messages for Business. They let contacts know when agents are actively typing. This helps keep contacts engaged.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Preventing Agents from Redialing Deactivated or Unassigned Skills

Previously, agents could redial contacts The person interacting with an agent, IVR, or bot in your contact center. from Contact History using a deactivated skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. or a skill they were no longer assigned. In this release, agents cannot do that.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Agent Integrated user interface:

• Hide Approval Queue for Outbound SMS: The option to request approval for outbound SMS is now hidden; it doesn't work.

• Correct Rendering of Email Content: Email content on the Threads tab in Search displays as plain text instead of HTML.

• Highlight Specific Messages: When agents reply to a specific message or attachment, it is highlighted in yellow.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

AI Routing

AI Routing Agent Workload BI Report

An AI Routing Agent Workload report lets you see how the Focus Weight you selected for an AI Routing-enabled skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. impacts your agents' workload. This helps you strike a balance for meeting your efficiency goals without overloading your top agents.

For more details, select the Reporting filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

API

Manage Transcripts Between CXone Mpower and Omilia

A new API lets you manage transcripts between Omilia and the CXone Mpower transcription Written form of all or part of a voice or digital interaction. management service. You can retrieve transcripts from an Autopilot voice virtual agent A software application that handles customer interactions in place of a live human agent. and push them to the transcription management service. Downstream consumers can also get the transcripts from voice virtual agents. This update lets you manage transcripts for SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel communication.

Additionally, the new API enables the Get Bot Transcript Studio action to pull the Autopilot voice virtual agent transcripts into Studio.

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Recording Status API

The Recording Status API allows you to check the voice recording status of an agent's live call. This helps agents ensure they comply with recording requirements by providing real-time status updates. The API is available for Multi-ACD (Open) users.

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Business Data Update API

The Business Data Update API allows agents or applications to update business data during a call. It can enrich call metadata and initiate call recording based on recording policies with business data filters. This API is available for Multi-ACD (Open) users.

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Time Off Management API

WFM added an API to import agent earned balances. This lets you sync between an external system, such as payroll or HR system, and WFM. This ensures data consistency and accuracy, enhancing overall product trust and reliability. The API also allows you to export time-off summary data for reporting and analysis.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Fields in Interaction Analytics API Responses

The Interaction Analytics APIs now have several new fields in the responses. The new fields provide more data about the analyzed interactions. The drop-downs below list the new fields.

Customer Request

UI Change

Breaking Change

Impacted Versions

V2

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

Third-Party Knowledge Base Integration

You can now integrate Autopilot with any third-party knowledge bases that Knowledge Hub supports. Knowledge Hub is a new application that is available in this release. This expands the range of knowledge bases you can use with Autopilot.

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Regional Expansion

Previously, Autopilot was hosted by Omilia. In this release, NICE hosts Autopilot. Supported regions are: 

• The US. This helps enable US-based customers to meet privacy requirements their organizations may have.
• Autopilot with voice biometric authentication is supported for FedRAMP moderate customers.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Observability Dashboard for Autopilot

Previously, the Observability Dashboard provided information for Copilot and Autopilot Knowledge. In this release, the Observability Dashboard also includes insights for Autopilot knowledge bases.

For more details, select the Actions filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Additional Supported Languages

Autopilot now supports Ukrainian Russian and European French. This expands the range of contacts The person interacting with an agent, IVR, or bot in your contact center. who can use your Autopilot virtual agent A software application that handles customer interactions in place of a live human agent..

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

Reporting through Observability Dashboard

Reporting is available for Autopilot Knowledge through Observability Dashboard in Actions. You can gain insights into the full user journey starting with their website access through their interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. with your bot A software application that handles customer interactions in place of a live human agent.. You can also view any responses generated by generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. and escalations to live agents, as well as business outcomes. This gives you a complete picture of your contacts' The person interacting with an agent, IVR, or bot in your contact center. experience and reveals any pain points they encounter. You can use this information to improve the experience for future contacts.

Customer Request

UI Change

Availability

CR The feature is available for CXone Mpower customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your 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.

AutoSummary

Integration with MAX and Salesforce Agent

MAX and Salesforce Agent support AutoSummary. This allows agents to use AI summarization for interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. without requiring system upgrades. The generated summary appears in the Notes field in Agent applications at the end of the interaction. For MAX, summary details appear as a pop-up window. For voice interactions, agents need to manually copy the details from this window into the disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. notes.

This helps agents reduce after contact work (ACW State that allows an agent to complete work requirements after finishing an interaction.) and average handling time (AHT Average Handle Time is the average amount of time an agent spent handling an interaction.).

Requirements for using AutoSummary with MAX include:

• Using a combination of Copilot and Studio scripts to configure AutoSummary within MAX.

• A license enabled for Copilot for Agents.

• Enabling and configuring transcription Written form of all or part of a voice or digital interaction. in Transcription Hub under the Continuous Stream Profile. If you do not have a transcription profile configured, you must use the transcription engine enabled for your system.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Bot Builder

Build Tasks for Task Assist in Agent Applications

You can build tasks in Bot Builder for Task Assist. Task Assist is a new feature in this release for Copilot for Agents. It allows you to automate certain tasks for the agent, such as finding an update on a contact's The person interacting with an agent, IVR, or bot in your contact center. order.

Bot Builder is the engine behind Task Assist. You can create a bot A software application that handles customer interactions in place of a live human agent. and add an intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. for each task you want to automate. Then you build flows to accomplish the task. This gives you complete control over what tasks are automated and how they're performed.

Custom Studio scripting is required for the communication between Bot Builder and Agent. Setup for Task Assist happens on the Copilot for Agents Config page in CXone Mpower.

For more details, select the Copilot for Agents filter on the top right.

Customer Request

UI Change

Availability

CR The feature is available for CXone Mpower customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your 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.

Voice-Enablement of Bot Builder Bots

You can voice-enable your bots so they can handle phone calls. Voice-enabling a bot requires setup in Virtual Agent Hub and custom Studio scripting. This expands the types of interactions your Bot Builder bot can handle.

For more details, select Virtual Agent Hub filter on the top right.

Customer Request

UI Change

Availability

CR The feature is available for CXone Mpower customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your 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.

Flow Designer Tool

The flow designer tool allows you to build a visual representation of the conversation between the contact and your bot. The flow A graphical representation of a conversation used to train a bot. designer accomplishes the same end result as creating stories Used to train bot for interaction handling based on intent and context. and rules Used to define bot's response to messages that don't change with context.. However, building flows is a more intuitive approach to teaching your bot than using stories and rules. You can see the relationship between intents more clearly with flows than you can with stories and rules. This makes it easier to create and work with your bots.

The flow designer supports most of the same bot actions What the bot can do on its turn in the conversation, such as send a message or fill a slot. that stories and rules support. You will also be able to use the handover action to elevate the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. to live agents and to include script integrations.

If you used the flow designer while it was in controlled release, you will notice the following new features in this release:

• The Flows tab has a sidebar on the right.

• You can edit intents, slots Entity extracted from contact's message and saved for use in bot responses. Similar to a variable., and Adaptive Cards from the sidebar, just as you can from the Stories or Rules tabs.

• You can use the slot condition, tags, and Adaptive Card bot actions in your flows.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Copilot for Agents

Copilot for Agents Profile Configuration Moved to Admin

Previously, Copilot for Agents profiles were configured in Automation and AI > Agent Assist Hub. In this release, they have moved to Admin > GenAI Manager > Copilot for Agents Config. This change provides more space for the profile settings. You still need an AGENT ASSIST action in your Studio script to select the profile you want to use.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Knowledge Hub: Integrate Third-Party Knowledge Sources

Previously, you could only integrate Copilot for Agents with an Expert knowledge source A website that stores troubleshooting articles.. In this release, you can integrate Copilot for Agents with third-party knowledge sources, including:

• eGain

• Guru

• Microsoft SharePoint

• Salesforce

• ServiceNow

• Zendesk

• Custom knowledge sources

To connect those knowledge sources to CXone Mpower, NICE Professional Services creates knowledge bases (KBs) in Knowledge Hub. You can then select a KB in the Copilot for Agents profile. This is the KB used to generate KB answers.

The Knowledge tab in the Copilot for Agents profile has been redesigned. You can integrate the profile with a knowledge base using Knowledge Hub or the direct Expert connector. If you choose to use Knowledge Hub, you can:

• Choose if KB answers appear automatically or after a manual search.

• Determine the number of articles used for generating KB answers.

• Use tags and other metadata to filter knowledge source access, restricting KB answers to specific articles.

For more details, select the New Applications filter on the top right and see the note for Knowledge Hub.

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 Mpower 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.

Task Assist: Fetch Personalized Data

You can now integrate a Bot Builder bot A software application that handles customer interactions in place of a live human agent. with Copilot for Agents. The bot's intents appear as options in a Task Assist card in Copilot for Agents. When an agent selects an intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish., the bot fetches customer data from your organization's third-party system. This can be a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories., ticketing, or billing application. Copilot for Agents then displays a card with the contact's The person interacting with an agent, IVR, or bot in your contact center. information.

A new tab called Task Assist has been added to the Copilot for Agents profile. On this tab, you select the Bot Builder bot to integrate and the intents to display to agents. You use Bot Builder and Studio to connect the bot to your third-party system.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Self-Service Transfer Summary

A new type of transfer summary is now available. When interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. are escalated from a bot or an IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. menu to an agent, the self-service transfer summary tells the agent what happened in the interaction. For example, "Autopilot helped Edward solve his shipping problem, but he requested a live agent to help him with a billing issue."

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Edit Prompts for Copilot for Agents Features

Previously, you could only edit the generative AI prompt for the Copilot AutoSummary. In this release, you can configure custom AI prompts for the following Copilot for Agents features:

• KB answers
• Journey summary

You can specify a content audience, sub-filters, and metadata for these prompts.

For more details, select the GenAI Prompt Editor filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Custom Text Cards

You can create custom text cards to send to agents. You can customize the card title, text, icons, background color, and response options. This is done through a RESTAPI action in your Studio script.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Filter KB Answers by Expert Tags

You can now use Expert tags to filter KB answers. To do this, configure the AGENT ASSIST action in your Studio script with lists of tags. You can configure two kinds of tag lists:

• Standard tag list: The Copilot for Agents profile can only access KB articles with the tags in this tag list. It generates KB answers using only those KB articles.

• Custom tag list: Agents can select tags from a custom tag list to filter KB answers. You can specify up to five custom tag lists per Copilot for Agents profile.

For example, if the Copilot for Agents profile is specifically for agents helping customers with bank accounts, you could configure a standard tag list with the tag for bank account. From there, you could configure a custom tag list to allow agents to select between checking account and savings account.

This filtering helps Copilot for Agents focus on the information that's applicable to the contact.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Additional Supported Languages

The content Copilot for Agents generates is now available in:

• Australian English

• Canadian English

• UK English

• French

• Canadian French

• Dutch

• German

• European Portuguese

• European Spanish

Those have been added as options in the Language drop-down in the Copilot for Agents profile. Your knowledge base content should be in the language you select.

The supported languages for voice transcription Written form of all or part of a voice or digital interaction. depend on your transcription service.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Removing Next-Best Responses/Behavioral Guidance

Next-best responses, also called behavioral guidance, have been removed from Copilot for Agents. Any configured next-best responses no longer appear. The Behavioral Guidance field in the Copilot for Agents profile has been removed.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 for Supervisors

Copilot for Supervisors in Billing Report

The Billing report now includes the billing data for Copilot for Supervisors. This report tracks current and past usage, enabling you to predict costs and identify billing trends.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Dashboard

Enhanced Omnichannel and Digital Reporting

This release features a unified metric State that allows an agent to complete work requirements after finishing an interaction. and widget Graphical representation of data that meets specified filter criteria. reporting system that seamlessly integrates voice and digital Any channel, contact, or skill associated with Digital Experience. channels Various voice and digital communication mediums that facilitate customer interactions in a contact center.. This system features standardized metrics and a unified Agent State model, providing a comprehensive view of your contact center operations.

• You'll see revamped widgets across your dashboards Named view of one or more widgets. that offer deeper insights into agent performance and contact The person interacting with an agent, IVR, or bot in your contact center. handling across all channels.

• The Agent List widget includes detailed contact information.

• The Contact Zoom widget is enhanced to show more comprehensive data, including contact dates, agent names, and skill names.

• Metrics like handled contacts are standardized to give you a clearer picture of overall performance.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Migration to New Architecture

To improve performance and scalability, the back-end systems are upgraded. This includes moving the ACD and Digital Experience widgets to a stronger and more efficient data setup.

• Near-real-time widgets now get data from new APIs that provide accurate updates every 7-15 seconds.

• For historical data, the new system speeds up data retrieval and allows for better analysis.

• You can see enhancements in the Agent State and Contact State widgets, which use the new Unified Agent State and Mixed Contact State models.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 View for Quality Score Widget

The Quality Score widget offers an enhanced view option, providing deeper insights into both Agent and Team quality scores:

Evaluations View: It displays detailed information for both agents and teams, offering a comprehensive analysis of quality performance. This view includes average scores and score variance, making it easier to assess performance across different individuals and groups.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Current Agent and Current Team Filter

The new Current Agent and Current Team filters allow supervisors and administrators to create dashboards that only display data of the logged-in agent or team.

• Supervisors can build and share dashboards tailored for individual agents or unique teams.

• The Current Agent filter in the Agent filter drop-down disables other agent selections. The Current Team filter in the Team filter drop-down disables other team selections.

This feature is available to you if you have a PM license.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Service Level Widget Enhancement

SLA Commitment between service provider and customer with defined service level thresholds including quality, availability, and responsibilities. metrics now update in real time throughout the duration of the contact, rather than only after it is closed. This change removes delays, especially for digital interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. that may remain open for extended periods.

• Improved Reporting: Delays in reporting are reduced, improving visibility into performance.

• Real-Time Tracking: You can track SLA progress without waiting for contacts to close.

There is a temporary adjustment to the refresh rate as part of this update from 90 seconds to an update interval of 5-10 minutes. This will be fixed in a later release.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Billing Datasets in Report Widget

The Report widget includes two new billing datasets:

• Copilot for Supervisors (ECS): This dataset helps you track current and past usage, enabling you to predict costs and identify billing trends.

• Interactions Hub: This dataset provides visibility into all interactions created in the contact center, which are utilized for billing under Interactions Hub - Data Policies.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

QM Widget Enhancements

The QM widgets are enhanced with the addition of a Group Filter that allows you to filter data by group. This enhancement streamlines information and provides more focused insights.

Additionally, the performance of these widgets is further improved by loading only the first 50 agents alphabetically, reducing load time and improving responsiveness. You can search for and manually select agents to view their information.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Create Dashboards from Reporting Templates

You can create dashboards from templates, making it easier to set up and customize your dashboards quickly. The list of templates available includes:

• List of Agents

• Agent Skill Assignment

• Skill Proficiency

• List of Skills

• List of Teams

• List of Campaigns

These templates help you efficiently organize and display relevant data, saving you time and ensuring consistency across your dashboards.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Leaderboard Widget Enhancements

The Leaderboard widget is enhanced to highlight the current user's row, emphasizing their ranking in the team. Additionally, the My Ranking section is prominently displayed at the top of the widget for easy reference.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Data Streams

Kafka Stream Support

Previously, only Kinesis streams were supported. In this release, support was added for Kafka streams. This expands your ability to stream IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. log data from CXone Mpower using whichever option is best for you.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

UK Sovereign Availability

Data Streams is now available for sovereign cloud configurations in the UK.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

DEVone Integrations

InteractCX

ConnectLingua Enhancements

ConnectLingua is a real-time translation solution that integrates with CXone Mpower as an Agent Assist Hub application. It uses AI technologies to create seamless voice communication between agents and contacts The person interacting with an agent, IVR, or bot in your contact center., supporting 65+ languages. InteractCX has updated ConnectLingua with the following enhancements:

• Translation support for digital Any channel, contact, or skill associated with Digital Experience. email channels

• Emotion detection

• Automatic detection of a contact's language at the beginning of an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.

• Support for image recognition—ConnectLingua can parse images in all supported languages

• Human-like voices that do not sound robotic

• A custom reporting dashboard to visualize up to 20 KPIs like sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. and emotion

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Conversational AI Agent

Powered by ConnectLingua, InteractCX offers a virtual agent A software application that handles customer interactions in place of a live human agent. that can converse in over 65 languages. This lets all contacts self-serve more effectively by using their preferred language.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

ConnectLingua AI Flow Builder

The AI flow builder automates the virtual agent creation process. It can ingest 6 months of call recording data to automatically train virtual agents. From these recordings, it can create flows for virtual agents to follow. It then identifies the top 10 unique flows and creates an automated AI agent around those flows. The AI flow builder removes the manual work involved in creating virtual agents.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

ConnectLingua Analytics Dashboard and Interactive BI Reports

You can access a variety of real-time insights about your interactions. An AI analysis provides data such as:

• Live translation feeds and number of active users

• Breakdown of total translations

• Popular language pairs in translations

• Usage metrics Statistics you can measure to keep track of your contact center.

This data helps you better understand how to maximize ConnectLingua.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

ConnectLingua Agent Client

InteractCX offers a new agent application built around ConnectLingua. It lets your agents seamlessly access all features in one place, like the embeddable AI applications. You can also add your own branding and UI add-ons. This opens possibilities for integrating other custom web apps or CRMs Third-party systems that manage such things as contacts, sales information, support details, and case histories.. This agent application supports digital channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. along with softphone support for voice calls.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

ConnectLingua Auto QM

You can add quality monitoring for ConnectLingua. This analyzes agent performance in real time. According to your policies, it scores your agents' call handling. Auto QM helps you understand how well your agents are performing, and how you can better empower them to assist contacts.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

SightCall

SightCall Snap

Previously, SightCall VISION let you add live video to interactions. This let contacts provide instant visual context to the agent during an interaction. It also let agents guide the contact with an augmented reality toolkit.

In this release, SightCall is releasing SightCall Snap. This is a simplified visual context sharing tool. Snap enables agents to request visual media from contacts without using a live video call. Contacts can share media types such as video reels, pictures, multimedia uploads, geolocation, and OCR/label scans. This opens your options for empowering agents who do not need to be on video, like chat-only agents.

By integrating SightCall Snap, your agents can become more effective, interactions are streamlined, and contacts can easily show their issues. This combination increases both first-call resolution and customer satisfaction.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

Improvements to Stability and Scalability

The following updates improve the stability of digital Any channel, contact, or skill associated with Digital Experience. messaging:

• Proactive notifications to increase awareness of potential issues and make message processing more efficient.

• Enhanced procedures for storing data.

• Reduced messaging delays.

• Improved retry mechanism to ensure reliable message delivery.

• Expanded load capacity.

• Updated memory capacity.

• Enhanced auto-scaling tools to maintain performance and cost efficiency.

• Decreased response time to provide near-real-time data.

• Enhanced end-to-end testing for channels Various voice and digital communication mediums that facilitate customer interactions in a contact center., users, skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge., points of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address., customer cards, and presence sync.

These enhancements also improve the performance of Digital Experience when it processes a high volume of interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Presence Sync Improvements

Digital agent state events are split into their own stream. Active agents are identified based on whether they are using an active digital skill. This update limits the number of status events not related to agents using Digital Experience. This helps the overall efficiency of routing and makes tracking events easier.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Integrated Find Match

You can configure Studio actions to send messages to a contact The person interacting with an agent, IVR, or bot in your contact center. while the contact is still in the queue. Sending these messages does not affect the contact's position in the queue.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Contact Handling Improvements

You can redistribute digital interactions across multiple channels and media types A medium, such as voice, email, and chat, through which a contact connects with an intended recipient., making it easier to manage interactions from different points of contact. This helps meet contact needs faster and prevents agents from becoming overwhelmed.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

One Skill Per Agent in Reporting

Although agents can be assigned to multiple skills, only one skill should have been reported for each interaction handled by the agent. Previously, reporting sometimes inaccurately showed multi-skill agents as working on two separate skills in the same interaction segment A stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult.. In this release, this error is fixed to improve the accuracy of interaction data.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Permission Moving to Admin

Previously, you configured the Can erase message content and user name permission in the Digital portal. In this release, you can enable it from the Admin application instead. It appears in Permissions > ACD >  Digital Engagement.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Improvement to CRM Customer Search

Previously, in customer search queries from the CRM tab, not all fields that could contain the customer ID were considered in the search. In this release, when searching for the customer ID, customer search includes the following fields:

• parent_id

• surname

• identities [ ]

• name

• id [ ]

The identities and ID fields require a value to search for.

This update increases the accuracy of search results and makes it easier to fulfill customer delete requests.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Update Preferred Agent When Routing Queue Is Changed

Previously, if a routing queue was changed and the preferred agent wasn't assigned to the new queue, the contact would be stuck waiting until the preferred agent timer ran out. In this release, preferred agent settings update based on each new routing queue a contact is assigned to. This allows contacts to be moved to queues without a preferred agent so that they can be routed faster. When a contact is moved to a queue with no preferred agent, it routes immediately.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Secure Forms

Previously, secure forms sent the contact a link to a form they could fill out. When they submitted the form, the agent received a link to get the results of the form. In this release, you can save the contact's answers directly in custom fields instead of a separate link. This allows you to review contact information more quickly and efficiently.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Typing Indicator Improved for Apple Messages for Business Channel

The typing indicator used in Apple Messages for Business has been improved for a better user experience.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Encrypt BYOC File Transfers

Previously, when attachments were uploaded to CXone Mpower using the 'POST /attachments/temporary' API call, they were temporarily placed in non-secured storage. In this release, you can use a new Boolean parameter, secure, with this API call. If you pass this parameter as TRUE, the file is encrypted while in temporary storage.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Digital Chat User Interface Refresh

If you are using Guide to display Digital chat on a page, you can configure the chat channel to provide a more modern user interface through the entire chat experience. Note that some user interface improvements were introduced in previous releases. This release provides the final updates and covers all digital chat features.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Security of Chat Identities

Previously, you only had two options for authenticating users: 

• Through an anonymous option. When you use this option, chat sessions don't store a contact's customer ID.

• With a third-party OAuth provider.

In this release, you have a third option: authenticating users with a secured cookie. This update allows you to store contact data while preventing malicious parties from retrieving contacts' personal information. Using a secured cookie for authentication is the default option for all new customers. If existing customers wish to use this option, the authentication data they have stored for existing sessions will be lost after a pre-specified time.

You can also configure how long chat sessions remain open. This limits how long sensitive information is accessible, improving the security of chat sessions.

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 Mpower 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 OAuth API

CXone Mpower applications can retrieve third-party access tokens to authorize chat sessions. For example, a bot A software application that handles customer interactions in place of a live human agent. could request this token to confirm a contact's identity before providing them sensitive information.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Select Threading Method for CXone Email

You can choose whether to use the in-reply-to message header or the email ticket number to thread email messages. The default, recommended setting is to thread using the in-reply-to element in the email metadata. It makes it easier to follow email conversations and does not create a new case each time a recipient responds to an email. However, the option to thread emails via the ticket number can help avoid internal system processing issues.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Microsoft OAuth Update for Custom SMTPs

Previously, certificate-based authorization for custom SMTP servers was supported. In this release, the authentication method inside the email support tool is being upgraded to require OAuth 2.0 for outbound emails. Your NICE Account Representative primarily handles this configuration process. The update requires you to enter updated credentials to authenticate your custom SMTP server.

This feature will be available later in the release cycle.

If you use a custom SMTP server, be prepared for this update to be available in mid-July.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Security Enhancement to SMS Encryption

Digital SMS Short Message Service; also known as text messaging. has improved security measures to meet FedRAMP requirements. SMS messages are protected by encryption in transit and at rest (that is, when stored).

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

SMS Enhancements

SMS has received these improvements: 

• Delivery status for outbound Sinch SMS. The delivery status is visible to agents so they can see whether the SMS has been received.

• Alphanumeric support for Nexmo SMS. You can use an Alphanumeric Sender ID, also called an Alpha Code, to send messages from a personalized sender ID, like the name of a business, instead of a number.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Edit the WhatsApp Channel Name

The WhatsApp Business display name in the WhatsApp Manager is used as the channel name on CXone Mpower. Previously, if you updated the name using the WhatsApp Manager, the CXone Mpower channel name was not updated. In this release, if you edit the WhatsApp Business display name in the WhatsApp Manager, the channel name in CXone Mpower reflects the new name.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Mobile SDK

UI/UX Module Fully Available

The UI/UX module for the Mobile SDK is fully available. As part of the standard implementation package, you have the option of using this module or developing your own UI. This standard module automatically handles many chat features (like rich messages Elements in digital messaging such as buttons, images, menus, and option pickers.) to help reduce your development effort.

The module is available with version 3.0 of the SDK.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Enhanced Strategic Planner

Enhanced Projection Accuracy

The performance metrics Statistics you can measure to keep track of your contact center. show better projection accuracy instead of displaying "???". Users can set an Average Speed of Answer (ASA) threshold for situations where staffing levels are insufficient for accurate projections (calculation results in infinite hold). When staffing falls below the threshold, the system sets the Service Level (SL) to 0% and Occupancy (Occ) to 100%, maintaining these values as staff levels decline. The system displays the user-defined threshold for ASA when data cannot be calculated, ensuring results instead of "???". This makes the ESP application more user-friendly, providing clear data for weekly and monthly roll-ups.

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 Mpower 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 Sorting Order in Drop-Downs

The sort order in drop-downs has been updated to be alphanumeric, grouping both uppercase and lowercase letters together. This change applies to the following:

• Create Plan Dialog Modal

• Manage Plans

• Plan Details Page

• SU Group Sorting in Plan Details Page

• Plan WEM Skill Settings

• SU to WEM Skill Distribution

• Historical Data

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 Mpower 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.

Expert

Generative Search (GenSearch)

GenSearch improves the efficiency of search capabilities within Expert and reduces the time required to solve events. Its customizable search experience enables you to smoothly incorporate your unique queries, permissions, and needs. It improves customer satisfaction by enabling your consumers to source relevant, concise information without reading multiple articles.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

GenSearch Reporting

You can monitor GenSearch queries, feedback, and click-through rates on source articles. This can help you make informed content decisions and adjust GenSearch settings to meet your specific needs. You can run reports via the Expert user interface or via an API to parse data using your preferred BI tools.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Table and Page Content Length CSV

You can easily identify long articles and tables that may be a problem for LLMs Large Language Model. A type of AI that processes, understands, and generates human language based on context.. You can use that information to create shorter articles and reduce table size to improve the performance of generative AI. This can help reduce the time needed for content onboarding for AI tools, which increases utilization and customer satisfaction.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Editor Rebuild with AI Capabilities

For new Expert sites, the editor has a new, modern interface with the same features as the existing editor. It also includes AI capabilities so content authors can easily improve and modify content within the platform without the need to toggle tabs, windows, or programs.

This feature is generally available for all new sites but in a controlled release for existing sites.

Customer Request

UI Change

Availability

CR The feature is available for CXone Mpower customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your 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.

External HTML Content Importer

You can use LLM and AI capabilities for your content that is not native to Expert. This allows you to unify content from multiple sources.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Disable Group Syncing Between SAML and SSO

Previously, users were automatically synced to SAML SSO once user groups were set up in both the IdP and Expert. In this release, you can stop group syncing on local groups. You can also create special user groups within Expert and run reports on them.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Content Reuse Download

You can easily identify content reuse instances across your site. This ensures consistency and identifies opportunities for content improvement. The CSV lists the source and reuse pages, the number of times a page or section is reused, and the last time the content was updated. You can also identify content that may need to be reviewed and edited, and identify pages that need tags or classifications to improve the user experience.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Kernels Report Renamed Virtual Agent Insights Report

This report covers your Copilot for Agents, Autopilot Knowledge, and custom LLM solutions. It does not consider queries asked through the GenSearch interface. It has been renamed to help clarify what data it contains.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

GenAI Prompt Editor

Prompt Profile Versioning and Rollback

Previously, you could see which version of a prompt profile had been published. You couldn't see previous versions of the profile. In this release, you can roll back to previous versions of a published profile. This reverts the profile back to the parameters used in the selected version. You can then republish the profile with the previous settings. Rolling back also affects the transcripts you imported and edited for the profile. These revert to what you had in the chosen version. This functionality is available in the profile menu. You can click the three vertical dots icon next to the profile and use a new option called History.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Prompt Profile Deletion

You can delete a prompt profile. This functionality is available in the profile menu. You can click the three vertical dots icon next to the profile and select a new option called Delete. Deleting a profile deletes all previous versions and imported transcripts belonging to the profile. If you attempt to delete a profile that is currently in use, you receive a notification stating this along with the date of its last use. You can then cancel the deletion, reassign the application using the prompt profile to another prompt profile, and then delete the old profile.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 More Copilot for Agents Prompt Use Cases

You can use GenAI Prompt Editor to customize more prompts in Copilot for Agents. These include: 

• Summary-Based Prompts: Including journey card. You can test these prompts by pulling in call summaries by contact ID on a new Summaries tab.

• Article-Based Prompts: Including direct query and KB answer. You can test these prompts by manually entering articles on a new Articles tab.

This expansion of supported use cases lets you customize more of the prompts used in your Copilot for Agents configuration.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

LLM Selection

You can work with your CXone Mpower Account Representative to change the LLM Large Language Model. A type of AI that processes, understands, and generates human language based on context. used for each prompt profile. Once you've selected a new LLM for a prompt profile, it becomes the default LLM for all new prompt profiles. A read-only field at the top of each prompt profile lets you see which LLM the profile uses.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Additional Max Length Option

A new option, Extended (251 - 500), has been added to the What is the max length for the summary? field for prompt profiles. This gives you the option to generate longer outputs than you could before.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Latin American Spanish Output Option

A new option, Latin American Spanish, has been added to the What is the language of the summary? field for prompt profiles. This gives you the option to have your outputs generate in Spanish. You must still configure your prompt profiles in English.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Custom Prompt Templates

Previously, GenAI Prompt Editor included prompt templates with fields you use to customize your prompts. You entered custom details in the form, but you couldn't control the flow or structure of the prompt. In this release, you can create your own prompt templates to control the structure and flow of the prompts created with them.

The template creation form includes a large text area where you can enter the prompt details. It also includes parameters you can enter. These support two options: either letting prompt creators customize prompt details in the prompt while they use the template or letting you refer the prompt creators to special entities within the GenAI Prompt Editor. The parameters include: 

• String: Lets the prompt creator enter a string of text. You give each string parameter a name and default value. For example, you could name a String parameter Persona and give it a default value of contact center agent. The prompt creator can change the value of the string.

• Selection: Lets you create a list of options for the prompt creator to select from. For example, you could create a Selection called Tone and provide options called Casual, Professional, and Friendly.

• Special Entity: Lets you refer to the type of data being processed in the prompt. When you add a Special Entity to your template you need to select either Transcript, Summary, or Article. This will indicate to GenAI Prompt Editor the type of data the prompt creator needs to add to test the prompt. For example, you could tell the prompt, "Provide a brief summary of the following transcript between an agent and a customer." Since 'transcript' refers to the data being processed, it would need to be a Special Entity with Transcript selected. Now, when a prompt creator uses this template, it includes the Transcript tab and allow them to pull in transcripts to test the prompt on.

The ability to create custom templates gives you more complete control over the prompts used in your CXone Mpower products.

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 Mpower 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.

Guide

Manage the Number of Proactive Offers Shown to a Visitor

The Proactive Offer Shown condition lets you configure when to stop showing proactive offers to a visitor. For example, you can set the condition so that if a visitor has not interacted with the past three offers shown, they do not see any more proactive offers during their visit.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Offer Engagement Based on the Number of Pages a Visitor has Viewed

The Number of Pages Viewed Per Visit condition lets you trigger a rule based on the number of pages that the visitor views during a visit. For example, you might define a rule to show a proactive offer after a visitor views five or more pages on your website.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Integration Hub

UK Availability

Integration Hub is now available for both standard and sovereign cloud configurations in the UK.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Analytics

Additional Metric Filter Options

The following metrics Statistics you can measure to keep track of your contact center. are added as new options in the Metrics filter drop-down for workspaces Named view of one or more widgets., widgets Graphical representation of data that meets specified filter criteria., categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends., dataset Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. creation, and on the Search page:

• Hold Count: Total number of holds that took place.

• Hold Seconds: Individual hold duration and total hold duration in seconds.

• Contact End Reason: How an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. ended. This metric can include values such as Agent_Hung_Up, Contact_Hung_Up, Agent_End, or Agent_Phone_Disconnected.

• Disposition Code: Code for the disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned by the agent.

• Notable Silence Seconds: This existing metric is updated to include hold time in the silence When neither party is talking during an interaction. Is notable after three or more seconds. Total notable silence is the sum of all notable silence periods. calculation.

• Non-hold Notable Silence Seconds: Number of seconds of notable silence during an interaction, excluding the time the contact The person interacting with an agent, IVR, or bot in your contact center. is put on hold.

• Non-hold Notable Silence Percentage: Percentage of notable silence during an interaction, excluding the time the contact is put on hold.

• Contact Number: Numeric contact ID associated with a specific segment A stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult. of a longer interaction. This is helpful to identify portions of an interaction that occurred before or after a transfer, conference, or some other event.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

User Experience Enhancements

The following enhancements were made to improve functionality and usability:

• When you hide specific terms from widgets that support hiding terms, those terms are hidden from all other users in your organization and the whole workspace.

• Previously, when user authentication failed, the UI displayed a "Loading" or "Something went wrong" message. In this release, the error message displays more specific details (for example, that authentication failed or that necessary permissions aren't enabled).

• You can queue changes to be reprocessed even when another reprocess is already in progress. This means when you click Update Data, the system applies any new changes you've made as soon as the current reprocess finishes.

• You can save intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish., actions, and outcomes Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. as categories.

• Users who only have the View permission enabled cannot save any changes to a workspace.

• When you clear a search, you are returned to the last category node you viewed before you made changes.

• You must save all changes before you can duplicate a category.

• For widgets that display data in percentages, you can choose whether data displays a rounded percentage or a precise percentage up to 25 decimal places. This affects the Channels widget, the Top Categories widget, and the Metrics widget.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Additional Digital Channel

IA can process and analyze interactions that occur via all Playvox channels. IA also supports a new digital channel Any channel, contact, or skill associated with Digital Experience. called Playvox InApp Messaging. This channel appears as an additional channel option for filters, widgets, categories, the Search page, and dataset definition. You can use it like any other channel supported for IA. All Playvox InApp Messaging interactions are saved in the IA Transcript Store.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Increased Accuracy for Topic AI Editor Intents and Actions

Topic AI Editor uses your transcript data to identify more relevant intents and actions, as well as intents and actions that are not relevant to your organization. The update increases the accuracy of your intents and actions. It also manually tunes your model to ensure that intents and actions are best tailored to your organization's needs.

This update is not supported for the UAE.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

IVR Segment Privacy

IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. Segments Privacy is introduced in the Interactions Search application, allowing IVR segments A stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult. to be excluded from search results. Playback of voice segments still includes the IVR portion and is visible to users with permission to view the voice segment. A new permission for this functionality is added.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

CSAT Score on Last Segment

Previously, the CSAT score for an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. was attached to all segments of the master contact ID and displayed in the interaction search results. In this release, new functionality allows you to set the CSAT score to be shown only on the last segment. This customization is available upon request for customers with Feedback Management and must be requested from your NICE Account Representative.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Interaction Journey by Segment ID

Previously, the Interaction Journey displayed all segments related to the selected master contact ID. In this release, the Interaction Journey modal displays segments related to the selected interaction ID. Interaction playback uses the interaction ID when available; otherwise, it uses the master contact ID. This new functionality supports journey visibility across multiple channels Various voice and digital communication mediums that facilitate customer interactions in a contact center.. Playback and deletion behaviors are updated accordingly.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Search: Customized Filters

The updated Filters UI empowers you to customize the selection and order of filters in the filter pane, enhancing your overall experience. Previously, you had limited control over the filters displayed in the application. In this release, you can select, add, remove, and reorder filters according to your preference. Your preferences are saved and displayed on your next login.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Trigger Evaluations from the Player

Starting a quality evaluation directly from the CXone Mpower Player is now possible. This feature makes the evaluation process faster and more convenient.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Multi-Agent Multi-Screen Playback

Switching between different agent screens during multi-agent interactions is now possible, making it easier to see all parts of the conversation and improving the overall experience. Previously, only the leading agent's screen was visible during playback. In this release, users can select which agent's screen they want to view.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Metadata Extract API New Fields

Three new fields are introduced to enhance interaction analysis: Complex Call, Voice Recording Masking Status, and Screen Recording Masking Status. These additions help determine whether an interaction involved multiple participants and the success of voice and screen recording masking.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Interactions Hub

Data Policies was updated with all relevant information for the new features.

Enhanced Policy Criteria Options

Data Policies offers expanded criteria options for creating and managing policies. Users can set policies based on new indicators such as interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction., recording masking status, and media existence. This enhancement provides greater flexibility and control over policy creation. For example, users can set litigation holds based on specific interaction dispositions or identify compliance violations triggered by masking events. These new options are available for several policy types, allowing for more precise and targeted policy management across the platform.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Redaction Policy

A new Redaction policy type enhances data privacy and compliance. This feature automatically masks specific parts of recorded files where Personally Identifiable Information (PII) is captured. The redaction is applied to both audio and screen recordings, ensuring that sensitive information is not displayed during playback or download. The Redaction policy uses Interaction Analytics masking capabilities to identify and redact sensitive information, such as credit card numbers and social security numbers. This feature is available to customers with an IA license or Interactions Hub Advanced license.

Customer Request

UI Change

Availability

CR The feature is available for CXone Mpower customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your 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.

Segment-Level Media Deletion Policy

The enhanced Segment A stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult.-Level Media Deletion policy offers more granular control over interaction data management. Users can delete specific segments of an interaction that may contain sensitive or risky information, while preserving the valuable portions for assessment and analysis.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Risk Detection Board

The Risk Detection board has undergone significant improvements to provide a clearer and more actionable overview of media status. The board now categorizes risks into three main groups: Active, Deleted (resolved), and in Litigation Hold. This enhancement enables users to more effectively monitor and manage sensitive information across their interactions. Users can quickly identify active risks that require attention, track deleted items that have been resolved, and monitor interactions that are under litigation hold. This improved visibility helps organizations maintain better control over their data and respond more efficiently to potential compliance issues.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

User Experience Enhancements

This release includes various user experience enhancements:

• The policy creation page was redesigned to make it easier to follow and more user-friendly.​

• There is an enhanced time range query with configurable limits. ​

• Users can apply the action of playback lock and playback unlock directly from the widget Graphical representation of data that meets specified filter criteria..

• The Policies tab is enhanced with new columns to display recurring and next instance information.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

MAX

AutoSummary Availability

You can now use AutoSummary in MAX. AutoSummary provides an AI-generated summary as a pop-up window at the end of voice interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. This allows agents to quickly review and copy summary details into their disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. notes.

For more details, select the AutoSummary filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Multi-ACD (Open)

Certification of Multi-ACD (Open) Recording Solution by Cisco

The Multi-ACD (Open) recording solution is officially certified and approved by Cisco for integration with the Cisco CUCM 15 telephony system.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Avaya SBCE 10.2 Support

Support for Avaya SBCE 10.2 enhances interoperability between Multi-ACD (Open) and Avaya’s Session Border Controller, improving call quality, security, and reliability.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Enhanced Security for Cisco Encrypted Phones

Support for encrypted Cisco CUCM and UCCE phones enhances voice communication security. This ensures calls are protected from unauthorized access, meeting compliance standards for sensitive interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. This feature is particularly beneficial for industries with strict security requirements, such as finance and healthcare.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Recording Status API

The Recording Status API allows you to check the voice recording status of an agent's live call. This helps agents ensure they comply with recording requirements by providing real-time status updates. The API is available for Multi-ACD (Open) users.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Business Data Update API

The Business Data Update API allows agents or applications to update business data during a call, enriching call metadata and initiating call recording based on recording policies with business data filters. The API is available for Multi-ACD (Open) users.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Lab Instance for Multi-ACD (Open)

The Lab Tenant for Multi-ACD (Open) provides a dedicated testing environment for Multi-ACD (Open) deployments. This allows teams to validate configurations, conduct training, and test integrations without impacting live operations. It ensures a risk-free space for evaluating new features and optimizing workflows, running on a separate, dedicated tenant to avoid disruptions during implementation.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

Display of Hours:Minutes in Time-Off Summary

Time-Off summary information in Hours:Min format is displayed for agents in My Schedule, in addition to the already available days format. My Zone provides agents with a consistent user experience available on Mobile.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

Ability to Remove Unavailable Code Mapping Step for Presence Sync with Salesforce

Unavailable codes Reasons agents aren't able to take contests. in CXone Mpower are unavailable states The availability status of an agent. that are assigned to teams. Previously, when creating a presence rule, you mapped the states between CXone Mpower and Salesforce. You also assigned the presence rule to a team. When doing so, CXone Mpower validated that the team was assigned the CXone Mpower unavailable code. This could lead to a lot of manual work for enterprise organizations with many teams and unavailable codes.

In this release, you can ignore the team validation for presence rules with Salesforce. This allows any unavailable code to be assigned to any team. If an agent changes their state to one that isn't assigned to their team, their state changes to the default Unavailable state.

You can enable and disable this feature with a new toggle on the rule creation page. When enabled, the validation does not occur and you can assign any presence rule to the team.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

UK Sovereign Availability

Presence Sync and Directory Sync are now available for sovereign cloud configurations in the UK.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Tenant Management

New Location for Agent Assist Hub Enablement Settings

Previously, the setting to enable an Agent Assist Hub license was found under ACD in Tenant Management > Applications & Features. In this release, the setting moved under Automation & AI on the same page.

Separate checkboxes appear under the Agent Assist Hub setting for the specific integration licenses used by the tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. Additionally, integration licenses for Custom Agent Assist Endpoints and Google CCAI are available. Selecting an integration license checkbox automatically enables the Agent Assist Hub license. Selecting only the Agent Assist Hub checkbox does not enable the integration licenses. These need to be selected individually.

This change impacts only NICE CXone Mpower support personnel and enabled partners with the appropriate Tenant Management permissions.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Performance Management (inView)

Dashboard Enhancements

Two new features are added to enhance the Performance Management data visualization and analysis capabilities:

• Improvement to the Gauge Widget: You can set minimum and maximum values in the Gauge widget Graphical representation of data that meets specified filter criteria.. This allows you to adjust the scale for smaller data samples, making your visualizations more readable and accurate.

• Metric Review Widget Enhancement: You can select up to three specific dates to compare metrics Statistics you can measure to keep track of your contact center., giving you more flexibility in analyzing trends. Additionally, you have the option to compare metrics from one Monday to the previous Monday, helping you identify weekly patterns more easily.

These updates provide you with deeper insights and enable you to make more informed decisions based on your data.

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 Mpower 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.

Wallboards

This release includes an update to the Wallboards feature, specifically for the Current Agent State settings.

The Current Agent State Wallboard settings moved from the old stepper format to the new Slide-out Settings. This change makes the settings more familiar and easier to access.

This update is part of the ongoing efforts to improve the Wallboard settings and create a more consistent user experience across the platform. Managing your Current Agent State Wallboard is more straightforward with this new layout.

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 Mpower 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.

Gamification Enhancements

There are two significant updates to the Gamification feature:

• Game Health Report: You'll have access to a new Game Health Report, which enhances your interaction with the Games History page. This update includes a new history view and a database rework. You can view old game setting states and results, allowing you to compare them with later iterations. Additionally, you'll find a convenient place to see game statistics and a detailed interval graph showing metric performance throughout the game.

• Updated Rules Games Payout Logic: Improvements are made to the payout logic for rare cases where metric values might change after a payout has been distributed. With this update, you'll no longer encounter potential double payouts. Instead, the system automatically adjusts payouts to the correct amount if any changes occur after the initial distribution.

These updates provide you with more comprehensive game insights and ensure more accurate payouts.

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 Mpower 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.

Performance Management Next Generation

Enhanced Admin Features in Gamification

This release introduces new enhancements to the Admin section in Gamification. The Budget tab includes:

• Budget Notifications

• Budget History

• Budget Export

Additionally, the Challenges section features an export option that allows you to export running challenges. These new features provide you with greater control and insight into both your budget management and overall admin experience.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Multiple Date Parameters for Metrics

The new data parameter feature allows you to set up multiple date parameters for evaluator-based metrics Statistics you can measure to keep track of your contact center., providing greater flexibility in your evaluations.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Turnkey Integrations

This release introduces turnkey integration with Nexidia that enables you to seamlessly incorporate Nexidia metrics into your dashboard Named view of one or more widgets.. This enhancement provides you with more comprehensive insights and streamlined data management.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Simplified Objective Creation

The process for creating an objective is now streamlined, making it more intuitive and user-friendly. This update includes enhanced help text and updated labels. These improvements simplify the process, making it quicker and easier.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Personal Connection

Removal of Speed to Lead

The speed to lead feature, which has been available in a controlled release, has been removed.

Customer Request

UI Change

Availability

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

Quality Management

CRM Ticketing Integration

With the new CRM Ticketing integration solution, Quality Management supports tickets from the Salesforce or Zendesk CRM Ticketing system. This solution imports users and tickets to CXone Mpower. In Quality Management, tickets are supported by:

• Quality managers adding tickets from the CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. system to the quality plans.

• Evaluators evaluating the tickets from the CRM system. They also see the ticket comments for both the agent and the system. This helps the evaluators to stay updated and manage their tickets more effectively.

• Calibration activities ensuring tickets are evaluated accurately.

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Evaluation Insights

When doing a performance review, you only have basic information about evaluations. The new Evaluation Insights tab provides a summary and additional insights on agent performance, highlighting top strengths and areas for improvement. This helps managers prioritize coaching and support data-driven decisions. They can also give feedback on the summary’s usefulness.

This tab is available when the Summary permission is assigned to you. By default, this permission is turned on.

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

Customer Request

UI Change

Availability

CR The feature is available for CXone Mpower customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your 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.

Create Coaching from Evaluation Summary

In the evaluation insights form, you have an option to create a coaching session. A new Create Coaching button is available in the suggestion section of the Evaluation Summary. This allows you to quickly open a new coaching session without leaving the evaluation context. The system automatically assigns you as the coach and the evaluated agent as the participant, saving you time and reducing the potential for errors. This makes it easier to act on evaluation findings and provide timely feedback to agents.

Customer Request

UI Change

Availability

CR The feature is available for CXone Mpower customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your 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.

New Way to Interact with Quality Management Data

In Actions, you are able to interact with your Quality Management data using natural language. You can ask about evaluations, quality plans, and calibrations.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

ScreenAgent Manager Enhancements

The ScreenAgent Manager supports VDI, enables log downloads, and displays new columns for CPU, RAM, Domain, and Username.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

Business Intelligence (BI) Reports

AI Routing Agent Workload BI Report

An AI Routing Agent Workload report lets you see how the Focus Weight you selected for an AI Routing-enabled skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. impacts your agents' workload. This helps you strike a balance for meeting your efficiency goals without overloading your top agents. This report is only available for systems enabled for AI Routing.

The report includes a table showing all agents and these performance metrics for each:

• AHT Average Handle Time is the average amount of time an agent spent handling an interaction.
• ATT Average Talk Time. The average amount of time an agent spent talking during an interaction.
• Percentage of the agent's shift spent in active calls
• Median percentage for other agents with the same skill

You can filter this report by skill, campaign, agent, and focus metric.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Prebuilt Reports

Copilot for Supervisors in Billing Report

The Billing report now includes the billing data for Copilot for Supervisors. This report tracks current and past usage, enabling you to predict costs and identify billing trends.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Salesforce Agent

See the Salesforce Agent release history for a list of previous versions.

AutoSummary Availability

You can now use AutoSummary in Salesforce Agent. AutoSummary provides an AI-generated summary as a pop-up window at the end of voice interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. This allows agents to quickly review and copy summary details into their disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. notes.

For more details, select the AutoSummary filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Studio

Refinements to Snippet Debugger

Changes have been made to the debugger in the SNIPPET action to improve how it works. In particular, the visibility and styling of breakpoints set in the debugger have been updated.

This feature will be available later in the release cycle.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Conversion of Scripts from Desktop Studio to Studio

The layout of scripts when converting them from Desktop Studio to Studio has been improved. Previously, when you opened a script in Studio that was last opened in Desktop Studio, the positions of most actions needed to be adjusted before you could work with the script. In this release, the algorithm that converts the layout results in action placement that more closely reflects the Desktop Studio layout. This makes it easier to switch between Studio applications when working on scripts.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Conditional Action Properties

Conditional action properties are properties that change or only appear based on settings made to other properties of the action. Support for conditional properties has been added to the actions that allow it. This includes actions such as REQAGENT and INDICATE.

This feature will be available later in the release cycle.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Copy and Paste Actions Between Scripts

You can now copy one or more actions and paste them into another script. This makes it possible to quickly duplicate portions of one script in another script.

This feature will be available later in the release cycle.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Standardization of Action Editor Windows

Some actions have editor windows that provide access to additional configurations. The editor windows in actions that have them have been standardized to have the same appearance and placement. The ability to pop the window out from the action has also been added. The editors in the PLAY, SNIPPET, and MENU actions have been updated. Other actions will be standardized in future releases.

This feature will be available later in the release cycle.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Supervisor

Agent Working State Updates

These improvements provide supervisors with a more accurate representation of agents who are actively working contacts The person interacting with an agent, IVR, or bot in your contact center.. Agents are marked as Working when they handle:

• Digital Any channel, contact, or skill associated with Digital Experience. contacts (previously shown as Available).

• After Contact Work State that allows an agent to complete work requirements after finishing an interaction. (previously shown as Unavailable). ACW state appears as a contact state, not an agent state.

The time spent on After Contact Work (ACW) is added to both the Contact State Duration and the Agent State Duration.

Customer Request

UI Change

Availability

CR The feature is available for CXone Mpower customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your 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.

Simultaneous Use of Supervisor and Agent Applications

This feature allows you to keep your agent app (MAX, SFA, or Agent) open while using the Supervisor application and switch between the two, even during voice monitoring of an agent.

To enable this feature, you need to first toggle the relevant setting on the Global Settings page and Audio Connect configuration dialog.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

Product Branding Update

CXone Transcription is now known as CXone Mpower Transcription. CXone Transcription for Copilot is now known as CXone Mpower Transcription for Copilot. This update provides a more consistent user experience and corresponds with other rebranding changes across the CXone Mpower suite.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 FedRAMP and UK Sovereign

Transcription Hub is supported in and available for FedRAMP. It is also supported for sovereign cloud configurations in the UK. This enhances security and increases accessibility to Transcription Hub.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Model for Transcription for Copilot

Transcription for Copilot will support the Deepgram Nova-3 model. This provides increased accuracy from previous models. Custom vocabulary also supports up to 150 keywords.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Virtual Agent Hub

Voice-Enabled Text Virtual Agents, Including Bot Builder

You can now voice-enable your text virtual agents A software application that handles customer interactions in place of a live human agent. so they can handle phone calls. Voice-enabling a virtual agent requires setup in Virtual Agent Hub and custom Studio scripting, as well as Continuous Stream Transcription. You also need a text-to-speech service, such as the PLAY Studio action or Cloud TTS Hub. This expands the types of interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. your text virtual agents can handle.

This applies to any text virtual agent setup in Virtual Agent Hub. It also applies to Bot Builder bots A software application that handles customer interactions in place of a live human agent..

Customer Request

UI Change

Availability

CR The feature is available for CXone Mpower customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your 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.

Autopilot Options Reflect CXone Mpower Name

The options in Virtual Agent Hub for selecting Autopilot when adding a new virtual agent have been updated. The names listed on the buttons are now CXone Mpower Autopilot Amelia and CXone Mpower Autopilot.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Configure Your Virtual Agent to Handle a Contact That Rambles

You can configure your virtual agent to handle a contact The person interacting with an agent, IVR, or bot in your contact center. that doesn't stop talking or gives an answer that's longer than expected. Setting up this feature requires some changes to your Next Prompt Behaviors and Default Next Prompt Behaviors snippets. This gives you greater control over how the virtual agent handles certain parts of the conversation.

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 Mpower 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.

Regional Availability Expansion

Autopilot with voice biometric authentication is now supported for FedRAMP Moderate customers.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Access

Click-to-Call Regional Expansion

Previously, Click-to-Call was only available in the USA. In this release, it will also be available in Canada, Germany, Japan, and the United Kingdom.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Click-to-Call Contact Data in Screen Pop

You can pass Click-to-Call data about the contact The person interacting with an agent, IVR, or bot in your contact center. for agents to see in a screen pop A pop-up window with information about the contact that appears on an agent's screen after an event such as connecting to a contact. in Agent. The details displayed in the screen pop are collected from the contact's web browser and may include browsing history, whether they’ve called your contact center before, and so on.

To configure this, you need to modify your Studio script to read data from the Click-to-Call SDK with the SIPGetHeader action. You must then pass it to the RunApp action to display the data in a screen pop.

If you need help with your script, contact your CXone Mpower Account Representative.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Click-to-Call Routing Based on Contact Data

You can collect and pass website and contact metadata to the Click-to-Call SDK, which you can use to route the contact to a certain skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. Once the SDK has the data, it then passes the data as part of the X-header in the SIP invitation. You need to modify your Studio script to use the SIPGetHeader and Snippet actions to parse the data. Based on the data and configuration, your script routes the call to the specified skill.

If you need help with your configuration, contact your CXone Mpower Account Representative.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

A-Level Attestation Supported for STIR/SHAKEN

STIR/SHAKEN is a framework mandated by the United States Federal Communication Commission (FCC). It authenticates CallerID information, helping contacts have more confidence in identifying who is calling them. CXone Mpower currently supports A-level attestation, the highest available for STIR/SHAKEN. This attestation level indicates to call recipients that the caller is both authenticated and authorized to use the calling number. While not required, A-level attestation can improve answer rates for outbound calls.

To take advantage of this feature, STIR/SHAKEN must be enabled for your system. As of this release, all CXone Mpower-owned phone numbers have been added to the attestation database. New CXone Mpower-owned numbers will be added weekly.

If you want A-level attestation for outbound calls using Cloud Connect or other numbers you own, you must work with your CXone Mpower Account Representative to enable it for those numbers. Once STIR/SHAKEN is enabled, you can no longer manually enter numbers in the Override Caller ID field of a skill. Calls from numbers not in the database will receive B-level attestation by the service provider.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Workforce Management

Automated Break Policy

WFM can automatically detect and adjust lunch and break activities in real time. This ensures compliance with organizational break policies during schedule optimization and manual updates. This feature streamlines the scheduling process, minimizes manual errors, and ensures agents receive their entitled breaks according to company policies.

This feature requires the Advanced license.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Staffing Efficiency

This feature enhances the accuracy of staffing to meet SLAs Commitment between service provider and customer with defined service level thresholds including quality, availability, and responsibilities. and ASA, leading to improved cost efficiency, operational excellence, and resource optimization. The staffing requirement calculations during the forecasting process are updated, generating more accurate staffing requirements with higher sensitivity to parameter changes.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Forecasting with "Received" Data Point

This feature adds a "Received" data point to the forecast, offering a more detailed view of expected contact The person interacting with an agent, IVR, or bot in your contact center. volumes. This additional data point reduces reliance on external sources, improving overall efficiency.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Configuration - Date Range Specific Parameters

WFM allows agent-specific availability parameters, enabling more fine-tuned scheduling. This reduces the need for multiple weekly rules and ensures all agent-specific needs are accounted for during schedule generation.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Flexible Schedule Optimization

WFM supports flexible schedule optimization for multiple shifts per day. This empowers managers to define specific periods for optimization, enabling multiple automated scheduling adjustments within a day for enhanced efficiency and flexibility.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Data Resiliency and Recovery

The enhancement improves data resiliency and recovery for Intraday Manager. It also boosts WFM's reliability by mitigating data loss from ACD data feed outages. It ensures data resiliency by retrieving missing data for up to 3 days, enhancing overall product trust and accuracy.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Display of Hours:Minutes in Time-Off Summary - My Zone

Time-Off summary information in Hours:Min format is displayed for agents in My Schedule, in addition to the already available days format. My Zone provides agents with a consistent user experience available on Mobile.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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.

Display of Days in Time-Off Summary - WFM Mobile

Time-Off summary information in Days format is displayed for agents, in addition to the already available Hours:Min format. WFM Mobile provides agents with a consistent user experience available in My Zone.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 25.2 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 and an explanation of what changed.

New Applications

Knowledge Hub

It was previously announced that this product would be in controlled release (CR). Instead, it is generally available (GA).

It was also previously announced that this product would work with Autopilot Knowledge. Instead, it works with Autopilot.

It was also previously announced that Knowledge Hub would support CXone Mpower Expert, Microsoft SharePoint, Salesforce, and ServiceNow as knowledge sources. In 25.2, it also supports eGain, Guru, and Zendesk. More knowledge sources will be added in future cumulative updates and releases.

Knowledge Hub will be available later in the release cycle.

CRM Ticketing

It was previously announced that CRM Ticketing would be integrated with QM Advanced (QMA), and Interaction Analytics (IA). This will be available later in the release cycle.

Data Share (New).

This product will be available later in the release cycle.

Actions

Use Observability Dashboard to Generate and Publish Expert Articles

It was previously announced that this feature would be available on toggle. It is available on deploy.

New Observability Dashboard for Autopilot

It was previously announced that this feature would be available on toggle. It is available on deploy.

Observability Dashboard Enhancements for Copilot

It was previously announced that this feature would be available on toggle. It is available on deploy.

Customize the AI Legal Disclaimer

It was previously announced that this feature would be available on toggle. It is available on deploy.

Agent

Transfer Calls and Voicemails to Agents in a Working State

It was previously announced that this feature would be available on deploy. It is available on toggle.

Enhancements to Interactions Tab in Search

It was previously announced that this feature would be available on deploy. It is available on toggle.

Close Digital Interactions Without Assigning a Disposition

It was previously announced that this feature would be available on deploy. It is available on toggle.

Agent Embedded

Install from the ServiceNow Store

This feature will be available later in the release cycle.

Transfer Calls and Voicemails to Agents in a Working State

It was previously announced that this feature would be available on deploy. It is available on toggle.

Enhancements to Interactions Tab in Search

It was previously announced that this feature would be available on deploy. It is available on toggle.

Close Digital Interactions Without Assigning a Disposition

It was previously announced that this feature would be available on deploy. It is available on toggle.

Agent for Microsoft Teams

Transfer Calls and Voicemails to Agents in a Working State

It was previously announced that this feature would be available on deploy. It is available on toggle.

Enhancements to Interactions Tab in Search

It was previously announced that this feature would be available on deploy. It is available on toggle.

Close Digital Interactions Without Assigning a Disposition

It was previously announced that this feature would be available on deploy. It is available on toggle.

Agent Integrated

Transfer Calls and Voicemails to Agents in a Working State

It was previously announced that this feature would be available on deploy. It is available on toggle.

Enhancements to Interactions Tab in Search

It was previously announced that this feature would be available on deploy. It is available on toggle.

Close Digital Interactions Without Assigning a Disposition

It was previously announced that this feature would be available on deploy. It is available on toggle.

Autopilot

Third-Party Knowledge Base Integration

It was previously announced that this feature would involve a UI change and be available on toggle. It does not involve a UI change and is available on deploy.

Copilot for Agents

Knowledge Hub: Integrate Third-Party Knowledge Sources

It was previously announced that this feature would be in controlled release (CR). Instead, it is generally available (GA).

Expert

Content Reuse Download

It was previously announced that this feature was not requested by customers and that it didn't impact the UI. Instead, it was requested by customers and does impact the UI.

GenAI Prompt Editor

LLM Selection

It was previously announced that the default LLM Large Language Model. A type of AI that processes, understands, and generates human language based on context. would be Nova Pro. Instead, the default LLM is different for each prompt.

Interactions and Playback

Interaction Metadata Extract API New Fields

It was previously announced that this feature would introduce two new fields: Complex Call and Recording Masked. Instead, it introduces three new fields: Complex Call, Voice Recording Masking Status, and Screen Recording Masking Status.

Studio

Support for Conditional Action Properties

It was previously announced that this feature would be released with the initial deploy. Instead, it will be available later in the release cycle.

Virtual Agent Hub

Configure Your Virtual Agent to Handle a Contact That Rambles

This feature will be available later in the release cycle.

Voice Access

Click-to-Call Regional Expansion

It was previously announced that Click-to-Call would become available in Australia, Canada, Japan, and the UK in 25.1 and that it would expand further to Brazil, Singapore, and UAE in 25.2. Instead, it is only available in the US in 25.1 and is expanding to Canada, Germany, Japan, and the UK in 25.2.

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 25.2 release but may be part of a future release.

Agent

Epic CRM Integration

A new CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories., Epic, will be available for integration with Agent. When integrated, Epic and Agent will share contact The person interacting with an agent, IVR, or bot in your contact center. and interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. data. You will be able to:

• Set up data memorialization so that data from Agent appears in Epic records.

• Create dynamic data mappings so that fields from Epic records appear in Agent.

• Configure workflows to automatically search, create, and display Epic records in the customer card.

New Regional Availability

Agent will be available for sovereign cloud configurations in the UK region.

Agent Embedded

Epic CRM Integration

A new CRM, Epic, will be available for integration with Agent Embedded. When integrated, Epic and Agent Embedded will share contact and interaction data. You will be able to:

• Set up data memorialization so that data from Agent Embedded appears in Epic records.

• Create dynamic data mappings so that fields from Epic records appear in Agent Embedded.

• Configure workflows to automatically search, create, and display Epic records in the customer card.

New Regional Availability

Agent Embedded will be available for sovereign cloud configurations in the UK region.

Agent for Microsoft Teams

Epic CRM Integration

A new CRM, Epic, will be available for integration with Agent for Microsoft Teams. When integrated, Epic and Agent for Microsoft Teams will share contact and interaction data. You will be able to:

• Set up data memorialization so that data from Agent for Microsoft Teams appears in Epic records.

• Create dynamic data mappings so that fields from Epic records appear in Agent for Microsoft Teams.

• Configure workflows to automatically search, create, and display Epic records in the customer card.

New Regional Availability

Agent for Microsoft Teams will be available for sovereign cloud configurations in the UK region.

Agent Integrated

Epic CRM Integration

A new CRM, Epic, will be available for integration with Agent Integrated. When integrated, Epic and Agent Integrated will share contact and interaction data. You will be able to:

• Set up data memorialization so that data from Agent Integrated appears in Epic records.

• Create dynamic data mappings so that fields from Epic records appear in Agent Integrated.

• Configure workflows to automatically search, create, and display Epic records in the customer card.

New Regional Availability

Agent Integrated will be available for sovereign cloud configurations in the UK region.

Autopilot

Deepgram Transcription Automation

The automation of transcription will be enhanced in this release. Enhancements will include transcription from a mono mix audio stream. Mono mix is an audio stream that combines both sides of the conversation in a single stream. It uses one port instead of two. This will help to reduce the cost of transcription.

AutoSummary

License Update

Currently, the existing license for Copilot is not FedRAMP compliant. In this release, a new Copilot license will replace the existing AutoSummary license with updated summary capabilities. The updated license will generate real-time summary and sentiment analysis every 30 seconds by default. You will be able to configure these setting if you wish to make changes. If you are new to this product following this release, you will use this updated Copilot license. The existing AutoSummary license will primarily be used by FedRAMP users. If you have an existing Copilot license and do not use FedRAMP, this update will not yet affect you.

Dashboard

New PM Widget for Gamification

A new Game Tracker PM widget will be added. This widget will allow supervisors to track their agents' active and recently finished games, enabling them to monitor progress, rankings, milestones, and game goals. It will feature a card-based layout and display upcoming, ongoing, and recently ended games, with cards varying by game type. It will require a PM license.

Digital Experience

SMS Enhancements

SMS will receive the following improvements: 

• Callbacks to a number used for SMS.

Guide

Copy Engagement Rules

Currently, to create a new rule, you start from scratch with the New Rule button. In this release, you will be able to create a new rule by copying an existing rule. You will be able to give the rule a new name and make changes as needed.

Integration Hub

Support for JavaScript

Integration Hub will support JavaScript. You will be able to write your own custom scripts in a new Pre-Request Script tab. This will expand the potential ways you can call APIs and integrate with other systems.

Interactions Hub

User Experience Enhancement

Users will be able to edit policy names.​

Data Erasure Policy for All Recording Customers

The Data Erasure policy will become available to all recording customers without requiring an additional license.

Performance Management Next Generation

New Dashboard Widget

This release will introduce a new PM widget in Dashboard.

Game Tracker: This widget will allow supervisors to monitor the agents’ games and to track progress, rankings, milestones, and goals. It will feature a card-based layout and display upcoming, ongoing, and recently ended games, with cards varying by game type.

Turnkey Integrations

The upcoming release will introduce turnkey integration with IEX that enables you to seamlessly incorporate IEX metrics into your dashboard Named view of one or more widgets.. This enhancement will provide you with more comprehensive insights and streamlined data management.

Supervisor

FedRAMP: Encryption and FIPS Compliance

Compliance with the Federal Risk and Authorization Management Program (FedRAMP) and Federal Information Processing Standards (FIPS) will allow you to operate confidently in regulated industries.

Virtual Agent Hub

Regional Availability Expansion

Autopilot will be available for sovereign cloud configurations in Australia.

Workforce Management

Agent Preference-Based Scheduling

WFM will now incorporate agent preferences during schedule generation. Schedules will be generated while considering agent preferences, rather than matching schedules with agents based on preferences later. This enhancement will lead to more personalized and efficient scheduling.

Time-Off Management API

WFM will introduce an open API to import agent earned balances, allowing you to sync between an external system (such as payroll or HR system) and WFM. This will ensure data consistency and accuracy, enhancing overall product trust and reliability. The API will also allow exporting of time-off summary data for reporting and analysis.

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.

Agent

Agent Typing Indicator for Apple Messages for Business

Preventing Agents from Redialing Deactivated or Unassigned Skills

Agent Embedded

Install from ServiceNow Store

Agent Typing Indicator for Apple Messages for Business

Preventing Agents from Redialing Deactivated or Unassigned Skills

Agent for Microsoft Teams

Agent Typing Indicator for Apple Messages for Business

Preventing Agents from Redialing Deactivated or Unassigned Skills

Agent Integrated

Agent Typing Indicator for Apple Messages for Business

Preventing Agents from Redialing Deactivated or Unassigned Skills

API

New Fields in Interaction Analytics API Responses

Bot Builder

Flow Designer Tool

Digital

Improved Security of Chat Identities

Third-Party OAuth API

Copilot for Agents

Filter KB Answers by Expert Tags

GenAI Prompt Editor

Additional Max Length Option

Latin American Spanish Output Option

Personal Connection

Removal of Speed to Lead

Voice

A-Level Attestation Supported for STIR/SHAKEN