24.3 Release Notes

This page shows the products and features currently planned for the 24.3 release cycle, which began on 25 July 2024 and ends when the next release begins, which is currently targeted for 30 January 2025. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle. Remember that you may be required to purchase a license or sign up for a controlled release (CR) program to access some of them.

The 24.3 webinar recording and presentation slides will cover the features in more detail.

All new products and features are shown by default. If you want to see only products and features in your CXone system, you can clear the checkboxes to remove features you don't need from your display.

Each feature description includes a table that states whether the following details apply to it. means that the detail applies to the feature and means that the detail does not apply to the feature.

Customer Request The feature was developed by customer request.
UI Change The feature introduces changes to the user interface (UI).
Availability

This cell tells you two things about the feature: 

  • Whether it's available for all CXone customers or only a select group.

    • GA: The feature is generally available (GA) for all customers. Some GA features may require you to purchase a license to use it.

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

  • When you can expect to see the feature in your environment.

    • On toggle— The feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when that is.
    • On deploy—The feature is immediately available when the new release deploys to your environment.

Learn about the platform requirements and FedRAMP support status for the CXone apps you use.

Global Changes

Location Verification on Login

Previously, a user could log in from any location with the correct credentials. In this release, you can configure allowed locations and assign them to users from the login authenticator profile. This setting requires that the user has the correct credentials and location to be able to log in to CXone. If the user's credentials or location are incorrect, the login attempt fails with an error message.

To enable this feature, you must configure allowed locations on a new Location Definitions page in the Admin application. You do so by specifying IP address lists, ranges, and subnets. The locations appear on the login authenticator profile in a new Location drop-down field. From the drop-down, you can choose one location where the assigned agents must log in from.

Configuring a location check strengthens your system security.

Customer Request UI Change Availability GA
On toggle

What's New in the Online Help

File Path Changes

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

Permanent Link Button

Each page in the online help now includes a Permanent Link button in the toolbar on the top right corner. When you click Permanent Link, a box with a link to the current page appears. This link will always point to the same content, even if the path to the page changes later. This serves as an alternative to copying the link from the browser address bar, which gives you a link that will break if the page name or path changes in the future.

Using permanent links to create bookmarks or links to CXone online help pages can help you avoid 404 errors in future publications of the CXone online help.

Reorganization of CXone Agent and CXone Agent Integrated CRM Integration Pages

The CRM integration pages for CXone Agent and CXone Agent Integrated have been reorganized. Previously, they were organized by task. Now, they are organized by CRM. Each section lists all the steps to integrate that CRM with CXone Agent or CXone Agent Integrated.

CRM Integration Pages for CXone Agent for Microsoft Teams

Instructions for integrating your CRM are now available in the CXone Agent for Microsoft Teams section of the online help. Previously, they were only available in the CXone Agent, CXone Agent Embedded, and CXone Agent Integrated sections.

Reorganization of CXone Agent Embedded Installation and CRM Integration Pages

The installation and CRM integration pages for CXone Agent Embedded have been combined into one streamlined set up CXone Agent Embedded section, organized by CRM. Each section lists all the steps to install CXone Agent Embedded in that CRM and integrate the CRM with CXone Agent Embedded.

Removed Applications and Features

Product Life Cycle Update for Google Business Messages

Google Business Messages will no longer be available as of 31 July 2024. As of 1 July 2024, you cannot receive new messages. You have 30 days to open or close message threads or move them to another messaging option. You should update your welcome message in Google Business Messages so contacts are aware of this change. If you use Google entry points for business messaging, you need to have removed or replaced the entry point with another messaging channel by 15 July 2024. Review the official Google documentation Box with arrow indicating navigation to external site. for more information on the discontinuation of Google Business Messages.

Customer Request UI Change Availability GA
On deploy

New Applications

Click-to-Call

Click-to-Call lets you add a button to your website where visitors can reach one of your live contact center agents using their browser's softphone. This can help you to reduce or eliminate: 

  • Extra steps to connect to a Sales or Support team.

  • Overhead costs, such as service number fees and mobile surcharges.

You can add the Click-to-Call button to your website without advanced coding knowledge. It only requires you to copy in a few lines of code. Click-to-Call is only available for website visitors using a desktop device.

Customer Request UI Change Availability CR
On deploy

ACD

Improvements to Campaigns Page

The Campaigns page has a new look and feel. The basic functionality of the page hasn't changed. The benefits of the updates include:

  • Reduced loading time

  • Increased security

  • Updated and modernized page design

The URLs for these pages have also changed. Make sure the new URLs are on your allowlist:

  • Campaigns:

    • /acd/#/admin/campaigns

    • /acd/#/admin/campaigns/create

    • /acd/#/admin/campaigns/x

Customer Request UI Change Availability GA
On toggle

Browser Inactivity Timeout Setting

Previously, your system browser inactivity timeout setting could only be changed by NICE. This setting ends an agent's session in their CXone agent application when they've been inactive for a certain amount of time. In this release, you can change this setting in the business unit profile using two new fields:

  • Logout Agent with Browser Inactivity: Enables the browser inactivity timeout feature.

  • Browser Inactivity Timeout: Sets the timeout threshold. You enter the number of seconds an agent can be inactive before CXone ends their session. The minimum setting is 150 seconds, and the maximum is 7200 seconds. Numbers outside this range produce an error and you won't be able to save your business unit profile.

Customer Request UI Change Availability GA
On toggle

CXone Routing

Channel Lock Setting for Users and Teams

Previously, agents configured in the Omnichannel Delivery Mode were always subject to an AND type of configuration. For example, an agent configured with a Total Contact Count of 3 could receive one voice and two chat interactions at the same time. This often led to overworked agents.

In this release, a new Channel Lock setting breaks the AND methodology by temporarily locking an agent to the channel they're currently handling. If the agent has a Total Contact Count of 3, they can now treat these channels with more independence. The agent can now receive one voice OR two chat interactions, but not both at the same time. When the agent's interactions have ended, the lock ends. The agent can then receive interactions from any configured channel.

This feature allows your agents to handle time-sensitive interactions like chats and phone calls without becoming overworked.

To use this feature, you must have dynamic delivery enabled for your environment. The team or user profile you're configuring must have Omnichannel set as the Delivery Mode. User settings override team settings.

Customer Request UI Change Availability GA
On deploy

Enhancements to Advanced Routing

Advanced routing includes the following improvements: 

Customer Request UI Change Availability GA
On deploy

Regional Expansion for Multiple Routing Attributes

The ability to use multiple routing attributes is available in two new regions: Europe and Australia.

Customer Request UI Change Availability CR
On deploy

ACD Channels

Ability to Use Alphanumeric SMS Codes

Previously, you could only use numeric SMSClosed Short Message Service; also known as text messaging. codes. In this release, you can also use alphanumeric codes. Alphanumeric codes allow you to use a mix of letters and numbers in your code. Some countries, like Ireland, require alphanumeric SMS codes. This update allows you to use SMS in more countries.

Customer Request UI Change Availability GA
On deploy

Admin

Location Definitions Page

A new Location Definitions page will let you create location profiles. Currently, the only supported functionality for this feature is to restrict logins by IP address.

For more details, select the Global Changes filter on the top right.

Customer Request UI Change Availability GA
On toggle

Hide Agent Activities for CXone Supervisor

A new permission, Hide Agent Activities, is added under Supervisor > General Permissions. When enabled, supervisors will not be able to see the agent activities.

Previously, when supervisors clicked a row under the Agents tab, they were able to see the agents' activities in the Activity tab. In this release, the availability of the agents' activity depends on the Hide Agent Activities permission assigned to them.

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

Customer Request UI Change Availability GA
On toggle

CXone Agent

Enhancements to Inline Audio Player

The following functions have been added to the inline player for audio messages:

  • Go Back: Jump back ten seconds in the audio message.

  • Go Forward: Jump forward ten seconds in the audio message.

  • Seek: Click and drag the dot to a specific place in the audio message.

This will make the inline audio player more robust and easier to use.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Elevate Interactions

Agents can now elevate an interaction from one channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to another. This allows them to select the best channel for handling the contactClosed The person interacting with an agent, IVR, or bot in your contact center.. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interactionClosed 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 voice. Agents can elevate:

This makes interactions seamless. It also simplifies reporting. The entire interaction is connected to one interaction ID. There are individual contact IDs for the interaction on each channel.

Customer Request UI Change Availability CR
On deploy

Enhancements to Voice Preference

The following change has been made to the voice preference functionality:

  • Remember Voice Preference: A checkbox called Remember Preference now appears in the Voice Preferences window when agents log in. If the agent selects Remember Preference, CXone Agent remembers the voice option they selected and uses it in the future to log them in, skipping the Voice Preferences window. Additionally, if they select Set Phone Number or Set Station ID as their voice preference, CXone Agent remembers the phone number or station ID they enter.

Customer Request UI Change Availability GA
On deploy

Download All Email Attachments

Agents can select the option to Download all attachments from an email. The attachments download as a ZIP file.

Customer Request UI Change Availability GA
On deploy

Keyboard Shortcuts for Accessibility

Keyboard shortcuts are now available in CXone Agent. All supported keyboard shortcuts are listed on the Display & Accessibility tab in Settings icon of a gear..

Customer Request UI Change Availability GA
On deploy

Enhancements to the CRM Integration Experience

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

Enhancements to Outcomes UI/UX

The following changes have been made to the outcomesClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. user interface:

  • Bottom Panel Removed: Previously, you could access the Outcomes window by clicking the Outcomes panel that appeared at the bottom of CXone Agent. In this release, that bottom panel is removed. Instead, you can access the Outcomes window by clicking Outcome icon, of a check mark inside a circle. in the Interactions Menu.

  • Larger Outcomes Window: The Outcomes window is now larger. This makes longer Notes entries, particularly summaries generated by Enlighten AutoSummary, easier to read.

Customer Request UI Change Availability GA
On deploy

View Rich Message Content

Previously, rich message contentClosed Elements in digital messaging such as buttons, images, menus, and option pickers. did not display to agents. Instead, fallback textClosed A plain text alternative sent when the destination doesn't support rich media. was displayed. In this release, rich content displays to agents. This enables them to see what contacts see.

Customer Request UI Change Availability GA
On deploy

CXone Agent SDK

You can utilize the same SDK used to build CXone Agent. This SDK is a group of back-end components that provide the agent-contact functionality. This lets you build your own agent application or use the components for your unique use case. The SDK components let your developers easily add back-end agent-contact functionality, letting them focus on the front-end design.

Customer Request UI Change Availability CR
On deploy

Agent Assist Hub

ConnectLingua Real Time Audio Translation

A new agent assist application is available. ConnectLingua translates live audio from both agents and contactsClosed The person interacting with an agent, IVR, or bot in your contact center.. This lets agents and contacts speak in their preferred language, removing any potential language barriers. It lets your agents serve contacts in over 65 languages and 90 dialects, using AI as a live translation service for voice, email, digitalClosed Any channel, contact, or skill associated with Digital Experience., SMSClosed Short Message Service; also known as text messaging., and voicemail interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..

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

Customer Request UI Change Availability GA
On deploy

ConnectLingua AI Copilot

A new agent assist application is available. ConnectLingua AI Copilot is an agent augmentation suite that provides real-time monitoring and guidance with its multiple intelligent automation. ConnectLingua AI Copilot works with voice, email, digitalClosed Any channel, contact, or skill associated with Digital Experience., SMSClosed Short Message Service; also known as text messaging., and voicemail channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to provide detailed analytics and conversational insights.

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

Customer Request UI Change Availability GA
On deploy

CXone Agent Embedded

Support for Hyperforce

You can now embed CXone Agent Embedded into Hyperforce , the next-generation infrastructure architecture in Salesforce.

Customer Request UI Change Availability GA
On deploy

Enhancements to Inline Audio Player

The following functions have been added to the inline player for audio messages:

  • Go Back: Jump back ten seconds in the audio message.

  • Go Forward: Jump forward ten seconds in the audio message.

  • Seek: Click and drag the dot to a specific place in the audio message.

This will make the inline audio player more robust and easier to use.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Elevate Interactions

Agents can now elevate an interaction from one channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to another. This allows them to select the best channel for handling the contactClosed The person interacting with an agent, IVR, or bot in your contact center.. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interactionClosed 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 voice. Agents can elevate:

This makes interactions seamless. It also simplifies reporting. The entire interaction is connected to one interaction ID. There are individual contact IDs for the interaction on each channel.

Customer Request UI Change Availability CR
On deploy

Enhancements to Voice Preference

The following change has been made to the voice preference functionality:

  • Remember Voice Preference: A checkbox called Remember Preference now appears in the Voice Preferences window when agents log in. If the agent selects Remember Preference, CXone Agent Embedded remembers the voice option they selected and uses it in the future to log them in, skipping the Voice Preferences window. Additionally, if they select Set Phone Number or Set Station ID as their voice preference, CXone Agent Embedded remembers the phone number or station ID they enter.

Customer Request UI Change Availability GA
On deploy

Download All Email Attachments

Agents can select the option to Download all attachments from an email. The attachments download as a ZIP file.

Customer Request UI Change Availability GA
On deploy

Keyboard Shortcuts for Accessibility

Keyboard shortcuts are now available in CXone Agent Embedded. All supported keyboard shortcuts are listed on the Display & Accessibility tab in Settings icon of a gear..

Customer Request UI Change Availability GA
On deploy

Enhancements to the CRM Integration Experience

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

Enhancements to Outcomes UI/UX

The following changes have been made to the outcomesClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. user interface:

  • Bottom Panel Removed: Previously, you could access the Outcomes window by clicking the Outcomes panel that appeared at the bottom of CXone Agent Embedded. In this release, that bottom panel is removed. Instead, you can access the Outcomes window by clicking Options icon of three dots stacked vertically. > Outcome icon, of a check mark inside a circle..

  • Larger Outcomes Window: The Outcomes window is now larger. This makes longer Notes entries, particularly summaries generated by Enlighten AutoSummary, easier to read.

Customer Request UI Change Availability GA
On deploy

View Rich Message Content

Previously, rich message contentClosed Elements in digital messaging such as buttons, images, menus, and option pickers. did not display to agents. Instead, fallback textClosed A plain text alternative sent when the destination doesn't support rich media. was displayed. In this release, rich content displays to agents. This enables them to see what contacts see.

Customer Request UI Change Availability GA
On deploy

CXone Agent for Microsoft Teams

Enhancements to Inline Audio Player

The following functions have been added to the inline player for audio messages:

  • Go Back: Jump back ten seconds in the audio message.

  • Go Forward: Jump forward ten seconds in the audio message.

  • Seek: Click and drag the dot to a specific place in the audio message.

This will make the inline audio player more robust and easier to use.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Elevate Interactions

Agents can now elevate an interaction from one channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to another. This allows them to select the best channel for handling the contactClosed The person interacting with an agent, IVR, or bot in your contact center.. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interactionClosed 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 voice. Agents can elevate:

This makes interactions seamless. It also simplifies reporting. The entire interaction is connected to one interaction ID. There are individual contact IDs for the interaction on each channel.

Customer Request UI Change Availability CR
On deploy

Enhancements to Voice Preference

The following change has been made to the voice preference functionality:

  • Remember Voice Preference: A checkbox called Remember Preference now appears in the Voice Preferences window when agents log in. If the agent selects Remember Preference, CXone Agent for Microsoft Teams remembers the voice option they selected and uses it in the future to log them in, skipping the Voice Preferences window. Additionally, if they select Set Phone Number or Set Station ID as their voice preference, CXone Agent for Microsoft Teams remembers the phone number or station ID they enter.

Customer Request UI Change Availability GA
On deploy

Download All Email Attachments

Agents can select the option to Download all attachments from an email. The attachments download as a ZIP file.

Customer Request UI Change Availability GA
On deploy

Keyboard Shortcuts for Accessibility

Keyboard shortcuts are now available in CXone Agent for Microsoft Teams. All supported keyboard shortcuts are listed on the Display & Accessibility tab in Settings icon of a gear..

Customer Request UI Change Availability GA
On deploy

Enhancements to the CRM Integration Experience

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

Enhancements to Outcomes UI/UX

The following changes have been made to the outcomesClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. user interface:

  • Bottom Panel Removed: Previously, you could access the Outcomes window by clicking the Outcomes panel that appeared at the bottom of CXone Agent for Microsoft Teams. In this release, that bottom panel is removed. Instead, you can access the Outcomes window by clicking Outcome icon, of a check mark inside a circle. in the Interactions Menu.

  • Larger Outcomes Window: The Outcomes window is now larger. This makes longer Notes entries, particularly summaries generated by Enlighten AutoSummary, easier to read.

Customer Request UI Change Availability GA
On deploy

View Rich Message Content

Previously, rich message contentClosed Elements in digital messaging such as buttons, images, menus, and option pickers. did not display to agents. Instead, fallback textClosed A plain text alternative sent when the destination doesn't support rich media. was displayed. In this release, rich content displays to agents. This enables them to see what contacts see.

Customer Request UI Change Availability GA
On deploy

Agent for Service Cloud Voice

To see these features, you need re-download Agent for Service Cloud Voice from the Salesforce AppExchange.

Dispositions, Tags, and Notes

Agents can add dispositionsClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction., tags, and notes to calls they handle in Agent for SCV. Only one disposition per call is allowed. Dispositions improve reporting and save time. Tags associate the calls with Salesforce records.

To allow agents to use this feature, you need to enable Disposition for the ACD skills used in Agent for SCV. For each skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, you can select the Required checkbox to require agents to add dispositions to calls.

Customer Request UI Change Availability GA
On deploy

Record Calls

Calls handled in Agent for SCV are now automatically recorded. After a call ends, the recording is available in the Call Recording URL field of the Voice Call record in Salesforce. When clicked, the URL opens in a new window and plays the recording.

Customer Request UI Change Availability GA
On deploy

Support for WatchRTC SDK

Your CXone Account Representative can enable the WatchRTC SDK for Agent for SCV. The WatchRTC SDK reports agents' audio quality. It identifies issues and possible solutions. This is in addition to the previously announced support for the WatchRTC Chrome extension.

Customer Request UI Change Availability GA
On deploy

CXone Agent Integrated

Enhancements to Inline Audio Player

The following functions have been added to the inline player for audio messages:

  • Go Back: Jump back ten seconds in the audio message.

  • Go Forward: Jump forward ten seconds in the audio message.

  • Seek: Click and drag the dot to a specific place in the audio message.

This will make the inline audio player more robust and easier to use.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Elevate Interactions

Agents can now elevate an interaction from one channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to another. This allows them to select the best channel for handling the contactClosed The person interacting with an agent, IVR, or bot in your contact center.. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interactionClosed 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 voice. Agents can elevate:

This makes interactions seamless. It also simplifies reporting. The entire interaction is connected to one interaction ID. There are individual contact IDs for the interaction on each channel.

Customer Request UI Change Availability CR
On deploy

Enhancements to Voice Preference

The following change has been made to the voice preference functionality:

  • Remember Voice Preference: A checkbox called Remember Preference now appears in the Voice Preferences window when agents log in. If the agent selects Remember Preference, CXone Agent Integrated remembers the voice option they selected and uses it in the future to log them in, skipping the Voice Preferences window. Additionally, if they select Set Phone Number or Set Station ID as their voice preference, CXone Agent Integrated remembers the phone number or station ID they enter.

Customer Request UI Change Availability GA
On deploy

Download All Email Attachments

Agents can select the option to Download all attachments from an email. The attachments download as a ZIP file.

Customer Request UI Change Availability GA
On deploy

Keyboard Shortcuts for Accessibility

Keyboard shortcuts are now available in CXone Agent Integrated. All supported keyboard shortcuts are listed on the Display & Accessibility tab in Settings icon of a gear..

Customer Request UI Change Availability GA
On deploy

Enhancements to the CRM Integration Experience

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

Enhancements to Outcomes UI/UX

The following changes have been made to the outcomesClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. user interface:

  • Bottom Panel Removed: Previously, you could access the Outcomes window by clicking the Outcomes panel that appeared at the bottom of CXone Agent Integrated. In this release, that bottom panel is removed. Instead, you can access the Outcomes window by clicking Options icon of three dots stacked vertically. > Outcome icon, of a check mark inside a circle..

  • Larger Outcomes Window: The Outcomes window is now larger. This makes longer Notes entries, particularly summaries generated by Enlighten AutoSummary, easier to read.

Customer Request UI Change Availability GA
On deploy

View Rich Message Content

Previously, rich message contentClosed Elements in digital messaging such as buttons, images, menus, and option pickers. did not display to agents. Instead, fallback textClosed A plain text alternative sent when the destination doesn't support rich media. was displayed. In this release, rich content displays to agents. This enables them to see what contacts see.

Customer Request UI Change Availability GA
On deploy

API

Bring Data from Non-CXone ACDs into CXone WFM via JAVA SDK

A new group of APIs lets you send real-time and historical data from non-CXone ACDsClosed System that recognizes, routes, and connects contacts to available agents based on skill and priority to CXone WFM. The APIs are consumed via a JAVA software development kit (SDK). These APIs let you:

  • Handle API authentication.

  • Retrieve the non-CXone ACD details.

  • Receive and process intraday and skill historical data.

  • Receive and process agent activity report data.

  • Receive and process agent stateClosed The availability status of an agent data.

  • Monitor the connection between the ACD and CXone WFM.

Customer Request UI Change Availability GA
On toggle

CXone Agent SDK

You can utilize the same SDK used to build CXone Agent. This SDK is a group of back-end components that provide the agent-contactClosed The person interacting with an agent, IVR, or bot in your contact center. functionality. This lets you build your own agent application or use the components for your unique use case. The SDK components let your developers easily add back-end agent-contact functionality, letting them focus on the front-end design.

Customer Request UI Change Availability CR
On deploy

New ACD API Version

The current version of ACD APIs updated to v31 in the 24.3 release.

Customer Request UI Change Availability GA
On deploy

Data Types Change in Responses from /dnc-groups

The data types of several fields in the GET and POST /dnc-groups API will change:

Response Field Existing Data Type New Data Type
dncGroupId String Integer
validRecords String Integer
isActive String Boolean
isRemoved Integer Boolean
Customer Request UI Change Availability GA
On deploy

Admin API Updates

Customer Request UI Change Availability GA
On deploy

Enhanced Security for UserHub APIs

Several UserHub APIs now require authorization. This enhances the security of your application using the APIs. The following table displays existing APIs without authorization and the correlating API that you can use as a substitute, which are more secure. It also includes the required permissions to use the secure API. If you are using an insecure API, you may want to update and use the secured version.

Insecure API Secured API

/user/getById/{userId} GET

/user-management/v1/users/{userId} GET

/user-management/v2/users/{userId} GET

/user-management/v3/users/{userId} GET

Required Permissions: "user:view", "user:my:view"

/user-management/v1/teams/search POST (Search team by Filter)

/user-management/v2/teams/search POST (Search team by Filter)

/user-management/v3/teams/search POST (Search team by Filter)

/user-management/v4/teams/search POST

Required Permissions: "Teams:View"

/user-management/v1/teams POST (Create New team)

/user-management/v2/teams POST (Create New team)

/user-management/v3/teams POST

Required Permissions: "Teams:Create"

/user-management/v1/teams/{teamId} GET (Get team By ID)

/user-management/v2/teams/{teamId} GET (Get team By ID)

/user-management/v3/teams/{teamId} GET

Required Permissions: "Teams:View"

/user/invite POST (this was invite with user emails in request)

/user-management/v1/users/invite POST (this was invite with user ids in request)

/user-management/v2/users/inviteByEmail POST

/user-management/v2/users/inviteById POST

Required Permissions: "user:invite"

Customer Request UI Change Availability GA
On deploy

New Channel Lock Parameter

A new channelLock parameter was added to several Agent and Team APIs. This allows you to enable or disable the Channel Lock setting for an ACD user or team. Channel locking pertains to the method of dynamic contactClosed The person interacting with an agent, IVR, or bot in your contact center. handling. It enables the user or team to handle multiple interactions within the same channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. type. This parameter was added to v31 of the following APIs:

  • GET /agents
  • POST /agents
  • PUT /agents
  • GET /agents/{agentId}
  • PUT /agents/{agentId}
  • GET /teams/{teamId}
  • GET /teams
  • GET /teams/{teamId}/agents
  • PUT /teams/{teamId}
  • POST /teams
Customer Request UI Change Availability GA
On deploy

Get All Contact Custom Data

A new API lets you get all contact custom data for a specified time period. It returns information on the data generated through labels on Studio scripts in a tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.

Customer Request UI Change Availability GA
On deploy

Bot Builder

Native Options Migrating from API Integrations to Scripts via Skill Store

Bot Builder has integrations with CXone and other products built into it. This includes CXone Expert, CXone Suite, Digital Experience, CXone Studio, and Salesforce. Previously, these options were available on the APIs tab in Bot Builder. In this release, they are available as botClosed A software application that handles customer interactions in place of a live human agent. skills you can add from the Bot Builder Skill Store.

Bots that currently use affected API integration options are not impacted. They are still in your bot's configurations. However, any new integrations must be made from the Skill Store.

Customer Request UI Change Availability GA
On toggle

CXone Coaching

Add Links

Under Resources, a dedicated section for adding links has been added. Coaches can add links to the coaching session, enhancing the coaching experience and giving the coach and agent direct access to additional resources.

Previously, you could add only attachments, interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., and evaluations to the coaching session. In this release, you can also add links along with other existing resources.

Customer Request UI Change Availability GA
On toggle

Add Metrics

Coaches can add metrics to the coaching session, which helps measure coaching effectiveness. Coaching effectiveness is a measure to gauge the effectiveness of the coaching session.

This feature is supported only for users with the Performance Management (New) license.

Customer Request UI Change Availability GA
On toggle

CXone Dashboard

New Widget in CXone Dashboard

This release adds a new CXone QM widget.

Evaluations and Coaching Trend widget for the new CXone Coaching

This widget lets evaluators and coaching managers keep track of how the scores for selected agents change over time. It shows when coaching sessions are planned within the new CXone Coaching application for these agents. By looking at how scores change along with the coaching session, managers can see how well their coaching is working.

Customer Request UI Change Availability GA
On toggle

Filtering Digital Experience and Omnichannel metrics by Digital Channels

You can filter both Digital Experience metrics and Omnichannel metrics using specific digital channelsClosed Any channel, contact, or skill associated with Digital Experience.. You can use this filtering through the Channel data attribute available in the metrics widget settings.

Customer Request UI Change Availability GA
On toggle

Enhanced Widget Control for CXone Dashboard Viewers

Agents with dashboard viewer permissions can adjust widget positions and sizes within the dashboard. This flexibility allows them to tailor the dashboard to their specific roles and skills. Any changes made by dashboard viewers are saved for future use. However, when the dashboard owner saves a new change, it will override any changes made by viewers.

Customer Request UI Change Availability GA
On toggle

Enhancement in Agent State Visualization

The colors and states of agent-related widgets are aligned with the old Dashboard. A new state, Dialer, is introduced. The affected widgets include Agent List and agent zoom-related widgets like Agent State Counter and Agent State Summary. The calculation of the Agents Unavailable and Longest Unavailable metrics is impacted with this change.

Customer Request UI Change Availability GA
On toggle

Penalty Scores of Agents in CXone Quality Management Widgets

The Quality Score and Evaluation and Coaching Events widgets display negative scores for agents or teams when critical questions go unanswered. This enhancement allows for more precise and accurate evaluations at the agent level.

Customer Request UI Change Availability GA
On deploy

DEVone Integrations

A5 Solutions

Custom WhatsApp Integration

A5 Solutions offers a custom WhatsApp integration with CXone. This integration solves the following issues:

A5 Solutions is part of the DEVone Reseller Marketplace program. Contact your CXone Account Representative or visit the CXexchange Marketplace for more information.

Customer Request UI Change Availability CR
On deploy

InteractCX

New Product Introduction: ConnectLingua Real Time Audio Translation

As an agent assist application, ConnectLingua uses advanced AI technologies to create a seamless voice communication experience between agents and contacts. With advanced voice recognition and real-time translation features, ConnectLingua is a cost-effective replacement for your human-based Over-the-Phone Interpretation (OPI) services. It lets your agents serve contacts in over 65 languages and 90 dialects, using AI as a live translation service for voice, email, digitalClosed Any channel, contact, or skill associated with Digital Experience., SMSClosed Short Message Service; also known as text messaging., and voicemail interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. The following are highlights of ConnectLingua:

  • Extensive Multilingual Support: Available in 65+ languages and 90+ dialects, facilitating global interactions and ensuring comprehensive language support.

  • Customizable Interface with Add-Ons: Allows customizable agent interface with additional features like quick replies, post-call summarization, sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis, and more.

  • Open Integration Platform: Easy to integrate with compatible CRMs like Salesforce, Microsoft Dynamics, ServiceNow, and others. ConnectLingua feeds real-time transcriptions, summary, sentiments, and other data points.

  • Bring Your Own Channel Digital Integrations: Supports integration with Digital Experience Bring Your Own Channel APIs.

ConnectLingua Voice Translation is based on scalable microservices. ConnectLingua is also designed to be accessible for hearing- and speech-impaired agents.

Customer Request UI Change Availability GA
On deploy

New Product Introduction: ConnectLingua AI Copilot

ConnectLingua AI Copilot is an agent augmentation suite that leverages NICE Agent Assist Hub. It provides real-time monitoring and guidance with its multiple intelligent automation. ConnectLingua AI Copilot works with voice, email, digital, SMS, and voicemail channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to provide detailed analytics and conversational insights. The following are highlights of ConnectLingua AI Copilot:

  • Audio Transcription in 85+ Languages: Transcribes audio from contact interactions into text format with high accuracy across more than 85 languages in multiple dialects.

  • AI Workflow Based Guidance: Guides agents through structured steps, integrating with existing knowledge bases for efficient workflow management.

  • Sentiment Analysis: Alerts supervisors and managers with sentiment analysis relying on profanity detection, high-pitch tones, and semantics for both real time and post call.

  • Summarization: Automatically generates concise summaries of lengthy interactions using text summarization algorithms, which also support PII redaction.

  • Generative AI Based Features:

Customer Request UI Change Availability GA
On deploy

New Product Introduction: Proxy Tunnel Service Manager (PTSM)

PTSM automates proxy tunnel delivery for virtual agentClosed A software application that handles customer interactions in place of a live human agent. and digital channelClosed Any channel, contact, or skill associated with Digital Experience. integrations with CXone. The following are highlights of the service manager:

  • Bring Your Own Bot: PTSM BYOB enables seamless integration of virtual agents into NICE Virtual Agent Hub. Additionally, the autopilot feature offers functionality over both voice and digital channels.

  • Bring Your Own Channel: PTSM BYOC automates development and deployment for digital channel integration with NICE Digital Experience. Digital channels include LINE, WeChat, KakaoTalk, websites, home-grown channels, and more.

  • PTSM Features:

    • Customized Solutioning: Meets your unique business needs such as the addition of specific features.

    • Rich Media Support: Unlocks a new dimension of communication with RCS, quick replies, audio messages, video messages, images, and more.
    • Geographically Tailored Proximity Deployments: Reduces latency, ensures compliance, and increases reliability by using geographically strategic locations and distributing services across regions.

PTSM automates integration of virtual agents and digital channels with CXone. It offers custom solutions, rich media support, and optimized performance through geographically tailored deployments.

Customer Request UI Change Availability GA
On deploy

Digital Experience

Studio Updates

You can use the ONSIGNAL, ONDATA, ONRESKILL, and INDICATE actions in digitalClosed Any channel, contact, or skill associated with Digital Experience. scripts. A new action called GET TAGS is also available for use with digital scripts.

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

Customer Request UI Change Availability GA
On deploy

UI Text Change in Navigation Menu

In the 24.2 release, Digital First Omnichannel became Digital Experience. In this release, the CXone left navigation displays Digital instead of DFO to be consistent with the product name change.

Customer Request UI Change Availability GA
On deploy

Enhancements to OAuth for BYOC

Enhancements have been made to OAuth 2.0 to improve security for interactionsClosed 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 occur through Bring Your Own Channel. Outbound interactions include a MTLS (Mutual Transport Layer Security) certificate to ensure mutual authentication. This verifies the identity of both the contactClosed The person interacting with an agent, IVR, or bot in your contact center. and the server sending the message.

Customer Request UI Change Availability GA
On toggle

Access CXone Data Share with Predefined SQL

If you have a Snowflake account, you are provided predefined SQL code to manage your data. This allows you to learn about the relationships between the Views in CXone Data Share. The predefined SQL code lets you access data results similar to what you can view in BI (Business Intelligence) and Standard reports. This enables you to extract data to your own data stores. You can then query your own data instead of repeatedly querying Snowflake with the same SQL code. This saves you the additional expense you would incur querying Snowflake.

Customer Request UI Change Availability GA
On deploy

Chat Window Redesign

More updates have been made to the recently redesigned chat window. The UI of the chat window is redesigned to provide parity of features and appearance between Guide and existing chat options. These updates are available to new users providing digital chat through CXone Guide. If you are an existing customer using chat through Digital Experience and want to access these design updates, contact your CXone Account Representative.

Enhancements in this release include the following elements:

  • Queue counter design

  • File attachment

  • Chat window display

Customer Request UI Change Availability CR
On toggle

Mention Tags for LinkedIn

CXone creates a caseClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. when a user mentions your organization's page from their LinkedIn page. Mentions include LinkedIn posts and comments. You need to enable Mention Sync for the LinkedIn channels you want to monitor with this feature. This update helps you see how your organization is perceived by users on LinkedIn. It also lets agents respond to mentions on your page or other pages.

Customer Request UI Change Availability GA
On toggle

Configure Email Ticket Number

You can decide whether the CXone email ticket number goes before or after the subject line. You can also configure how brackets appear around the email ticket number. Your configurations take effect for all new interactions after they are saved. This helps prevent CRMsClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. and ordering systems from misreading ticket numbers.

Customer Request UI Change Availability GA
On deploy

Product Life Cycle Update for Google Business Messages

Google Business Messages will no longer be available as of 31 July 2024. As of 1 July 2024, you cannot receive new messages. You have 30 days to open or close message threads or move them to another messaging option. You should update your welcome message in Google Business Messages so contacts are aware of this change. If you use Google entry points for business messaging, you need to have removed or replaced the entry point with another messaging channel by 15 July 2024. Review the official Google documentation Box with arrow indicating navigation to external site. for more information on the discontinuation of Google Business Messages.

Customer Request UI Change Availability GA
On deploy

CXone Mobile SDK

Technical Updates and New Version

The mobile SDK updated to v2.1. This includes technical updates, which developers can review in the iOS Box with arrow indicating navigation to external site. and Android Box with arrow indicating navigation to external site. changelogs.

Customer Request UI Change Availability GA
On deploy

Enlighten AI Routing

Changed Values for Focus Weight Settings

Previously, the Medium-High, Medium, Medium-Low, and Low settings for the Focus Weight of a skill routed contacts to the best predicted agent 80%, 60%, 25%, and 10% of the time, respectively. In this release, the weight options changed to the following: 

  • High: No change; 100% route to agents with the best predicted KPIClosed An established metric used to measure agent performance.

  • Medium-High: Routes 80% of interactions to agents with the best predicted KPI and the other 20% to agents with relatively low occupancy and high idle time.

  • Medium: Routes 60% of interactions to agents with the best predicted KPI and the other 40% to agents with relatively low occupancy and high idle time.

  • Medium-Low: Routes 25% of interactions to agents with the best predicted KPI and the other 75% to agents with relatively low occupancy and high idle time.

  • Low: Routes 10% of interactions to agents with the best predicted KPI and the other 90% to agents with relatively low occupancy and high idle time.

Customer Request UI Change Availability GA
On toggle

Autopilot

Integrate Autopilot with CXone Expert

You can integrate Autopilot with your knowledge base (KB) articles in CXone Expert. With this integration, Autopilot can use information from KB articles to help answer the contactsClosed The person interacting with an agent, IVR, or bot in your contact center.' questions. It can also share the following from your CXone Expert knowledge base:

  • KB articles

  • Links

  • Images

If the contact doesn't find the information helpful, Autopilot forwards their interactionClosed 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 a live agent.

Customer Request UI Change Availability GA
On deploy

Autopilot Knowledge

New Regional Availability

Autopilot Knowledge is now available in the regions of Canada, Australia, United Kingdom, and Europe. However, the UI and supported languages continue to be English only. Additionally, CXone Expert is still hosted only in North America and Europe.

Customer Request UI Change Availability GA
On deploy

Permissions-Based Access to Knowledge Articles

You can now limit the knowledge that CXone Expert can send to the user interacting with the botClosed A software application that handles customer interactions in place of a live human agent.. To do this, you can pair authorized user accounts with roles and permissions in CXone Expert. The user's authorization token is passed to CXone Expert, which responds with only the articles the user has access to based on their permissions.

This feature works with any identity provider (IDP) that CXone Expert supports An icon of a square with an arrow pointing from the center out to the upper right corner.. This feature gives you greater control over who can access CXone Expert articles when using it with Autopilot Knowledge.

Customer Request UI Change Availability GA
On toggle

Enlighten AutoSummary

AutoSummary Supported for Digital Interactions

AutoSummary is available for all interactionsClosed 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 occur on digitalClosed Any channel, contact, or skill associated with Digital Experience. messaging channels except for CXone email. Summaries of what occurred during the entire conversation are included in agent notes after the case status is marked Closed or Resolved. This means summaries include all segments of an interaction, including transfers. Legacy ACD chat, SMSClosed Short Message Service; also known as text messaging., and email do not support AutoSummary.

Customer Request UI Change Availability GA
On deploy

Improvements to Summary Accuracy

The following enhancements have been made to improve the accuracy of interaction summaries:

Customer Request UI Change Availability GA
On deploy

Generative AI Supported in All Regions

Generative AI through Azure GPT is now available in these regions:

  • Australia

  • Canada

  • United Kingdom

  • Germany

Customer Request UI Change Availability GA
On deploy

Enlighten Copilot for Agents

Email Channel

Copilot for Agents is now available for CXone Email. To help agents handle email interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., Copilot for Agents generates:

  • Email responses: Copilot for Agents gathers a list of topics from the email thread and presents that list to the agent. When the agent clicks Generate, it generates a response based on those topics and pops it into the response field. The agent can then edit the response if needed.

  • KB answers: Copilot for Agents generates KB answers using articles in your CXone Expert knowledge baseClosed A website that stores troubleshooting articles..

This expands the reach of Copilot for Agents, improving AHTClosed Average Handle Time is the average amount of time an agent spent handling an interaction and customer satisfaction for email interactions.

This feature will be available later in the release cycle.

Customer Request UI Change Availability CR
On deploy

Additional Private Digital Channels

Copilot for Agents is now available for private messages on the following digital channelsClosed Any channel, contact, or skill associated with Digital Experience.:

Customer Request UI Change Availability GA
On deploy

Customize KB Answers Based on Article Privacy

Previously, Copilot for Agents automatically used both private and public CXone Expert articles to generate KB answers. In this release, you can:

  • Separate private content from public content. This presents text responses from private CXone Expert articles in a separate section of the KB answer card. You can configure the private section's title and tooltip to alert agents that the information is for internal use only. You can also hide the Insert icon: a document with a plus sign. and Send Article icon: a paper airplane. options for private text content, links, and images.

  • Keep private and public content combined. This presents a single KB answer text response from a mix of public and private CXone Expert articles.

  • Tell Copilot for Agents to only use public articles to generate KB answers.

  • Tell Copilot for Agents to only use private articles to generate KB answers.

This allows you to customize the KB answer experience based on article privacy.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

New Regions: Australia, Canada, Europe, and the UK

Previously, Copilot for Agents was only available in the US and in US English. In this release, it is available in Australia, Canada, Europe, and the UK. International English is now available for voice transcription.

Customer Request UI Change Availability GA
On deploy

Support for Brazilian Portuguese

Enlighten Copilot for Agents is now available in Brazilian Portuguese. You can select it in the Language drop-down in the Copilot for Agents profile.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Enlighten Copilot for Supervisors

This product is in controlled release (CR) and not yet available for everyone. If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Conversational Inquiries

There is a conversational area in the Enlighten Copilot panel where you can ask for data in your own words. The returned data is displayed in a table or bullet points with insights. The supported metrics are updated regularly and documented on the Enlighten Actions Metrics page.

Customer Request UI Change Availability CR
On toggle

Settings for Enlighten Copilot for Supervisors

New settings are available to manage the default values for Enlighten Copilot for Supervisors. These settings appear under the Settings page and apply globally to all users.

To view or edit these settings, you need to have the corresponding permissions assigned to you.

Customer Request UI Change Availability CR
On toggle

Negative Sentiment Alerts for Digital Channels

Negative sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. alerts are triggered on digital channelsClosed Any channel, contact, or skill associated with Digital Experience..

Previously, the negative sentiment alerts were available for voice contactsClosed The person interacting with an agent, IVR, or bot in your contact center. only. In this release, the negative sentiment alert settings also apply for digital channels. You will be notified when a digital contact is in negative sentiment beyond your defined threshold.

Customer Request UI Change Availability CR
On toggle

CXone Guide

Engagement Rule Builder

You can create Guide engagement rules using the new rule builder. To access the rule builder, click the app selector and select Guide. The rule builder provides several prebuilt actions and conditions that you can search to quickly create an engagement rule.

The page where you create Guide engagement rules

Any rules created previously are available in the new rule builder. The legacy ACD > GUIDE > Engagement Rules and ACD > GUIDE > Engagement Actions pages are available for the time being but will be removed in a future release.

Customer Request UI Change Availability GA
On toggle

Monitor Success of Proactive Offer Call to Action Buttons

When you create a proactive offer, you can define up to three call to action buttons. When using CXone Dashboard, you can track how often visitors interact with these buttons by using the CTA Name data attribute filter in the Metrics Summary and Metrics Interval widgets.

Customer Request UI Change Availability GA
On toggle

Integration Hub

This product is in controlled release (CR) and not yet available for everyone. If you are not part of the CR group and would like more information, contact your CXone Account Representative.

Standard Variables for Connectors

Previously, Integration Hub let you create an encrypted value pair for your connectors. This was called a secret. In this release, that value pair feature has been expanded. You can create unencrypted value pairs called variables.

To support this expanded functionality, the Secrets tab is now the Variables tab. You create variables and secrets using the same form, entering a name and value for each one. A Secret option lets you specify whether the pair is encrypted or not. You can convert a variable to a secret at any time. You cannot turn a secret back into a variable once you have saved the connector.

Customer Request UI Change Availability CR
On deploy

Developer Portal API Template

A new NICE CXone Developer Portal template is available in the Connection Library. This lets you interact directly with the CXone developer portal using OAuth 2.0 authentication. You cannot modify the authentication URL.

The template supports PUT, POST, GET, DELETE, and PATCH calls. You can create and delete connectors from the template. These connectors support standard usage. This includes the use of secrets and up to 50 requests per connector.

You cannot delete the template. It does not support client certificates.

Customer Request UI Change Availability CR
On deploy

Regional Expansion

Integration Hub is now available in the European region.

Customer Request UI Change Availability CR
On deploy

Performance Enhancements

Integration Hub supports increased group sizes for higher scalability.

Customer Request UI Change Availability CR
On deploy

Interaction Analytics

Category Unification and Configuration Updates

Currently, you can configure category setsClosed Category groupings that help you use the data for a specific purpose. Out-of-the-box category templates include Intent to Buy and Risk Aversion. (templates) under Templates > Category Templates. In this release:

To view these updates, you must click Update Data on the Language Model page to reprocess your account. Reprocessing all of your company's data can take up to several hours. You should finish making any additional updates you want to other Language Model settings before you click Update Data to save and reprocess. Since a reprocess can take a long time to complete, consider when performing this action would be least disruptive. You can view the reprocess status at the bottom of the left navigation menu.

Until you update your data, all previous categoryClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. UI is visible, but you cannot make any edits to category functionality. IA still gathers data and you can use all other areas of the application except categories.

Customer Request UI Change Availability GA
On toggle

IA Supported in UAE

Interaction Analytics is available in the UAE.

Customer Request UI Change Availability GA
On deploy

Enhancements to Workspace and Widget Filters

Previously, workspaceClosed Named view of one or more widgets. filters overrode widgetClosed Graphical representation of data that meets specified filter criteria. filters and limited filtering options for widgets. In this release:

This update gives you greater control over the data displayed in your widgets.

Customer Request UI Change Availability GA
On deploy

Interactions and Playback

Search by Interaction ID

You can search by Interaction ID, which is a unique ID (UUID) for an interaction. When multiple segments across multiple channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. are associated with a single interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., the segments can have the same Interaction ID. The Interaction ID is not the Segment ID, Contact ID, or Master Contact ID.

A new Interaction ID column is available in the search results table.

Customer Request UI Change Availability GA
On toggle

Filter by Disposition Value

You can filter interactions by their disposition value.

Customer Request UI Change Availability CR
On toggle

Updated Direction Labels

The filter labels and tooltips for the incoming and outgoing directions have been updated to inbound and outbound.

Customer Request UI Change Availability GA
On toggle

Support for Enlighten Sentiments

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

Interactions search and playback supports Enlighten sentimentClosed Overall mood for a segment generated by Enlighten. The rating is based on a predictive net promoter score (very positive, positive, neutral, negative, or very negative). levels for a segment as well as analytics-based sentiments. Customer sentiment generated by Enlighten is based on a predictive net promoter score.

Customer Request UI Change Availability GA
On toggle

Player Enhancements

Experience the next level of recording playback with the New Player, designed to streamline your review and analysis process. The New Player introduces a suite of enhancements to elevate the user experience:

  • Centralized Interaction Information: All pertinent details are conveniently located in the Player header, providing a cohesive overview at a glance.

  • Expanded Viewing Area: Enjoy a more immersive playback experience with a significantly enlarged screen area.

  • Revamped Timeline: The upgraded Timeline view enables superior navigation, complete with highlighted After Contact WorkClosed State that allows an agent to complete work requirements after finishing an interaction (ACW) time for better tracking.

  • Upgraded Icons: Newly designed icons offer improved visibility and ease of use, ensuring a more intuitive interface.

  • Segment-Level Insights: The new segment-level view in the Interaction Details tab provides deeper insights when playing back full interactions.

  • Unified Action Menu: You can access all necessary actions from a single, streamlined menu, simplifying your workflow.

For those who prefer the familiar, the option to continue using the classic Player remains available, ensuring a seamless transition.

Customer Request UI Change Availability GA
On toggle

Migrated Calls

Migrated Calls

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

After the migration is complete, you can:

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

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

  • Manage migrated calls using NICE CXone recording applications.

The following systems are supported in this release:

  • NICE CXone Legacy Systems: Engage recording system, Playback Portal Generic DB and Engage DB, Uptivity

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

Customer Request UI Change Availability CR
On toggle

CXone Multi-ACD (CXone Open)

New Customer SBC for Cisco Telephony Integration

The introduction of the new Customer-Side Session Border Controller (SBC) — AudioCodes, enhances Cisco telephony integration capabilities. This system supports two configurations:

  • IP Phone-based Recording (BiB) through Cisco CUBE SBC

  • Network-based Recording (NBR) through Cisco CUBE and AudioCodes SBC

This update provides a broader range of connectivity options, enabling a more seamless and flexible integration with the telephony system.

Customer Request UI Change Availability GA
On deploy

Certification of CXone Multi-ACD Recording Solution by Cisco

The CXone Multi-ACD recording solution is officially certified and approved by Cisco for integration with the Cisco CUCM 14 telephony system.

Enhanced Interaction Search

You can now search recorded interactions by their External Call ID. This feature allows users to locate calls using the ID generated by third-party telephony systems, improving the efficiency of interaction retrieval.

Customer Request UI Change Availability GA
On deploy

MyZone

Self-Service - Self-Swap in MyZone Weekly Schedule View

This feature is available for users with the Advanced license.

Agents can now access self-service self-swap from the weekly view of the schedule. This enhancement gives agents added advantages including:

  • Easy-to-update schedules.

  • Better visibility on available self-swap slots.

This capability improves the agent experience.

Customer Request UI Change Availability

GA
On toggle

Personal Connection

Priority-Based Blending with Speed to Lead Skills

Speed to lead skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge route hot leads directly to the calling queue. You can blend speed to lead skills with other outbound and inbound skills. By blending these skills with other skills, contactsClosed The person interacting with an agent, IVR, or bot in your contact center. are more evenly distributed to agents who can help them. It also helps agents be more productive.

Customer Request UI Change Availability GA
On deploy

Block Entire Contact Records After DNC Requests

Previously, when you received a Do Not Contact (DNC) request, CXone only blocked the contact's destination. A phone number or email address is an example of a contact's destination. The contact's record remained in CXone. Agents could still contact them through another destination on their record, like a secondary phone number. In this release, CXone can block the entire record of the contact if one of their destinations matches the DNC list. This update helps you stay in compliance with the FCC's one to one consent rule This link leads to an external website..

Customer Request UI Change Availability CR
On deploy

Configure Ring Timeout on Manual Outbound Calls

Previously, the ring timeout for manual outbound calls was set at 55 seconds. You could not edit this timeout. In this release, you can edit the ring timeout for manual outbound calls. The maximum ring timeout is 180 seconds. This update allows agents to have more time to reach their contacts.

Customer Request UI Change Availability GA
On deploy

Updated Skill Control Page

The outbound skill control page was updated in the following ways:

  • It has a new look and feel similar to most pages in Admin.

  • It provides additional insight into agents, inventory, and ports.

  • You can click data in the table to view more specific information. For example, if you click data in the List Inventory section of the table, you can view the available contacts for that skill. You can also view the agent summary for that skill.

  • The notification section was moved from the bottom of the page to the right side of the page. It is labeled History instead of Notifications. The History section records changes that are made on the page. The History section resets each day at 12:00 AM.

  • You can drag and drop columns to different places in the table. When you refresh the page, the columns return to their default order.

  • There is a new Columns tab on the right side of the table. The tab allows you to hide columns you don't want to view. When you refresh the page, the columns that you hid are visible again.

  • The Calls Made column only displays the total number of calls for that day. The information resets to 0 each day at 12:00 AM.

  • You can modify the dialing ratio for each skill without having to go into individual skill pages. This saves you time as you make configuration changes.

  • You can view and update assigned ports on the page.

These updates make it easier for you to view and modify skills.

Customer Request UI Change Availability CR
On toggle

CXone Quality Management

Support Enlighten Sentiments in Quality Flows

While configuring quality plans and auto-response rules, a new option (Enlighten Sentiment) is available along with the existing one (Sentiment). Enlighten Sentiment is a customer sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. generated by Enlighten, based on a predictive net promoter score. The net promoter scores are very positive, positive, neutral, negative, or very negative.

This feature is available only to users with the CXone Quality Management Advanced or CXone Quality Management Premium license.

Customer Request UI Change Availability GA
On toggle

Support Negative Scoring

With this release, quality scores in CXone also support negative values. For example, you can configure a -1 score for an option of a question.

Customer Request UI Change Availability GA
On toggle

Rename 'Open' Recording Source to 'Multi-ACD'

The Recording Source drop-down while creating a quality plan shows a CXone Multi-ACD option instead of CXone Open. The CXone Open option in the Recording Source has been renamed to CXone Multi-ACD.

Customer Request UI Change Availability GA
On toggle

Evaluation Insights

Supervisors can understand their agent performance in a quality evaluation along with recommendations for improvement. A new tab, Evaluation Insights, is added to review the insights and provide feedback.

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

Customer Request UI Change Availability CR
On toggle

Reporting

Business Intelligence (BI) Reports

Metric Name Change in Intraday Report

In the Aggregated Raw Data widget of the Intraday report, the Volume Handled metric changed to Volume Answered.

For more details, select the CXone Workforce Management filter on the top right.

Customer Request UI Change Availability GA
On toggle

CXone Coaching Transactional Report Name Change

The CXone Coaching Transactional report is now called the Coaching Transactional report.

Customer Request UI Change Availability GA
On toggle

Data Download Reports

Scheduled Report Queuing

Previously, high volumes of scheduled custom and data download reports could cause the reports to time out during processing. In this release, scheduled reports enter a queue and run successively. This helps reports run more smoothly at high volume times, like at the end of a month or quarter.

Customer Request UI Change Availability GA
On deploy

Report History Tab

Previously, the Scripts tab on the Schedule Run History Report page showed the history of scheduled data download reports. In this release, it only contains the reports that ran before 24.3. A new Reports tab shows the scheduled data download reports from after 24.3. The Reports tab supports the differences in data caused by the new scheduled report queuing feature. The Reports tab will eventually replace the Scripts tab.

Customer Request UI Change Availability GA
On deploy

Custom Reports

Scheduled Report Queuing

Previously, high volumes of scheduled custom and data download reports could cause the reports to time out during processing. In this release, scheduled reports enter a queue and run successively. This helps reports run more smoothly at high volume times, like at the end of a month or quarter.

Customer Request UI Change Availability GA
On deploy

Studio

Unless otherwise indicated, the changes listed in this section apply to Desktop Studio and CXone Studio. You can find release notes that apply only to CXone Studio by selecting CXone Studio in the filter on the top right.

New Action: GET TAGS

A new action called GET TAGS is now available for use with digitalClosed Any channel, contact, or skill associated with Digital Experience. scripts. This action retrieves tags from the contactClosed The person interacting with an agent, IVR, or bot in your contact center. and the contact's messages. You can use the tags in your script. For example, you could use them to make routingClosed The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case. decisions or to branch logic trees in your script. Additionally, you can memorialize the tag data to your CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories..

Customer Request UI Change Availability GA
On deploy

Support for the ONDATA Action in Digital Scripts

You can now use the OnData action in digital scripts. This event action triggers when the script receives data from the agent via a custom form built with the RUNAPP or INDICATE actions. This update increases the flexibility of digital scripts in CXone.

Customer Request UI Change Availability GA
On deploy

Support for the ONSIGNAL Action in Digital Scripts

You can now use the ONSIGNAL action in digital scripts. This event action triggers when the script receives communications from the SIGNAL action firing in another script, or from a web service. You can use it to start a series of script actions that depend on a specific event occurring first. This update increases the flexibility of digital scripts in CXone.

Customer Request UI Change Availability GA
On deploy

Support for the ONRESKILL Action in Digital Scripts

You can now use the ONRESKILL action in digital scripts. This event action triggers when a contact is moved from one ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge to another. This update increases the flexibility of digital scripts in CXone.

Customer Request UI Change Availability GA
On deploy

Support for the INDICATE Action in Digital Scripts

You can now use the INDICATE action to wake up a digital script. This action extends the agent interface with custom functionality. It adds an icon to the agent application that agents can click to initiate the custom function.

Customer Request UI Change Availability GA
On deploy

Upgrade Prompt for Organizations with No Recent Desktop Studio Use

For organizations where Studio has not been accessed in over a year, users will see a prompt message the next time they attempt to log in to Desktop Studio. The message directs them to use CXone Studio.

Customer Request UI Change Availability GA
On deploy

CXone Studio

These release notes apply to the web-based CXone Studio application.  For changes that also apply to the Desktop Studio application, select the Studio filter on the top right.

Search for Scripts

You can now filter the Scripts page to search for scripts. The Scripts page has a search bar at the top, where you can search by script name, action name, or action caption. Additional search options will be added in future releases.

Customer Request UI Change Availability GA
On deploy

Download and Load Script Trace File

You can now download the trace file generated when you perform a script trace. This allows you to save the files for later reference or to share with other Studio users or CXone Account Representatives. You can also load the files into CXone Studio when you want to view them. Trace files are in JSON format.

Customer Request UI Change Availability GA
On deploy

Trace UI Improvements

The following changes have been made to the script trace user interface:

Customer Request UI Change Availability GA
On deploy

Context-Sensitive Help

You can now press F1 on your keyboard to view an online help page for the action currently selected on the canvas workspace. The page opens in a separate browser tab.

Customer Request UI Change Availability GA
On deploy

Full Support for the INDICATE Action

Previously, the INDICATE action was available in CXone Studio without the complete set of properties that the action required for full functionality. In this release, the action has conditional properties that appear based on selections you make, allowing you to configure the custom behavior that occurs when the agent clicks the icon in the agent application.

Customer Request UI Change Availability GA
On deploy

Upgrade Prompt for Organizations with No Recent Desktop Studio Use

For organizations where Studio has not been accessed in over a year, users will see a prompt message the next time they attempt to log in to Desktop Studio. The message directs them to use CXone Studio.

Customer Request UI Change Availability GA
On deploy

Script Version Control with Promotion Through Development Stages

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

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

This feature will be available later in the release cycle.

Customer Request UI Change Availability CR
On toggle

Use GitHub as a Version Control System for Script Changes

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

This feature will be available later in the release cycle.

Customer Request UI Change Availability CR
On toggle

This product is part of an Out-of-Band Preview program that follows a CI/CD methodology. The program provides preview access to new features. The following drop-down contains release notes for updates that have been released as part of this program. The changes indicated in the Preview drop-down are only visible in the product if your organization is part of the Preview group. These changes will be released to all users when the 24.3 release deploys. For more information or to join the Preview group, contact your CXone Account Representative.

October 2024

Search for Scripts

You can search for scripts on the Scripts page in CXone Studio by script type and variable value.

30 September 2024

No features in this release.

1 September 2024

New File Extension for Saved Trace Files

Saved trace files now have a new file extension. Previously,, trace file names followed the format ScriptName.json, which was the same format as exported script files. Now, saved trace files have the extension TRC.JSON. This makes it easier to tell the difference between a script and its trace file if you've downloaded both.

Customer Request UI Change Availability GA
On toggle

New Data Included in Saved Trace Files

Saved trace files now include more data. The data provides more context about the script and the trace, including: 

In a future release, the new data will be available in the trace window UI when you load a saved trace file.

Customer Request UI Change Availability GA
On toggle

Script Variables Displayed on Properties > Variables Tab

You can now view a list of all variables that are referenced in a script. The list is on Variables tab on the script properties pane, located on the right side of the script canvas. In the list, you can see the actions that reference each variable.

When you click an action in the list, focus shifts to the Actions tab, where you can view that action's properties or open its editor. The action you clicked in the variables list is also highlighted on the canvas so it's easy to find.

Customer Request UI Change Availability GA
On toggle

August 2024

No changes.

23 July 2024

Download and Load Trace File

You can now download the trace file generated when you perform a script trace. This allows you to save the files for later reference, or to share with other Studio users or CXone Account Representatives. You can also load the logs into CXone Studio when you want to view them. Trace files are saved in JSON format.

Customer Request UI Change Availability GA
On toggle

Updates to Trace Output Window

The following updates have been made to the trace output window: 

  • You can navigate the actions and variables grids using your keyboard.
  • The trace output grids have shading on every other row. This helps make it easier to read the information in each row.
  • The variables list has a search bar that allows you to search for specific variables by name or value.
  • You can search the actions list by time.
  • You can copy the contents from row or column elements in the actions and variables lists.
  • The color of the Terminate button in the trace output window now matches the Detach button. Additionally, the locations of the Terminate and Detach buttons have been swapped.
Customer Request UI Change Availability GA
On toggle

Open a Previous Version of a Script

You can now view the save history of a script and open previously saved versions in Studio. You can save previous versions of a script under a new name and location.

Customer Request UI Change Availability GA
On toggle

9 July 2024

Trace Output Window Remembers Settings When Resized

The Trace Output window now remembers the new size after you change it. When you close the window and then reopen it, the window opens to the most recent size settings.

Customer Request UI Change Availability GA
On toggle

Context-Sensitive Help for Actions

You can now press F1 on your keyboard to access the online help page for the action that's currently selected on the script canvas. Help pages open in a new tab in your browser window.

Customer Request UI Change Availability GA
On toggle

Confirmation Required When Ending a Contact During Trace

Previously, when you ended a contact during a trace, the contact was terminated immediately. In this release,CXone Studio prompts you to confirm whether you want to end the contact. This update helps prevent live contacts from being ended.

Customer Request UI Change Availability GA
On toggle

Missing Snippet Syntaxes

Support has been added for the following missing syntaxes in Snippet code: 

  • Colon characters: Colons are used when declaring a global variable, such as global:varName = "Value".
  • Single quotes: Single quotes can now be escaped using the backslash character. For example, ASSIGN var1 = 'It\'s a beautiful day.'.
  • Missing keywords and built-in functions: The following keywords and built-in functions are now supported: Exp(), isNull(), BREAK, USES.
  • Reserved variable: The reserved variablerunscript is used in system scripts.
Customer Request UI Change Availability GA
On toggle

June 2024

New or Changed Variables in Trace

When a trace is running, new or changed variables in the Variables list now have a different appearance from existing or unchanged variables. Previously, all variables had the same text color. Now, new or changed variables are red.

Customer Request UI Change Availability GA
On toggle

May 2024

No new features; fixed issues only.

April 2024

Subsequent Traces Open in New Window When Initiated

You can initiate additional traces after the first one. The second and later traces now open in separate windows. This allows you to capture multiple live contacts at the same time. You can also run a trace, make script changes, and run a second trace, then compare the results. A maximum of 10 concurrent traces is supported.

Customer Request UI Change Availability GA
On toggle

Trace Window Titles Show Script Name and the Type of Trace

Trace windows now show the name of the script. They also show whether the trace was started with the Capture Live Contacts option or the Start with Trace option. If multiple traces are run on the same script, the window title includes a number indicating the starting order of the traces. The first trace to run is labeled (1), the second is (2), and so on. This makes it easier to identify the trace you're working with.

Customer Request UI Change Availability GA
On toggle

Editors Open in View-Only Mode When Script is in View-Only Mode

When the script is in view-only mode, you can open action editors, but they are also in view-only mode and cannot be edited. Action editors cannot be locked or unlocked separately from the script.

Customer Request UI Change Availability GA
On toggle

Script Changes Automatically Stored Locally

Unsaved script changes are now automatically stored locally in the browser you use. Changes are only stored on the computer where you made the change. If you open the script in a different browser or on a different computer, the last version of the script saved to CXone loads. 

Changes are automatically stored after each script change. If a script closes with unsaved changes, you're prompted to load the version of the script with the changes the next time you open that script. If you decline this option, the last saved version of the script opens. This helps prevent lost work from unexpected script closures, such as when the browser crashes or your computer automatically reboots.

Customer Request UI Change Availability GA
On toggle

Script Loading Times Reduced

Changes have been made to reduce the time it takes for scripts to load. They should now load faster than they did previously. Additional performance improvements will be delivered in the coming months.

Customer Request UI Change Availability GA
On toggle

Sequence Editor Support for Trimming Recordings and Other Updates

You can now view the waveforms of prompts you've recorded in CXone Studio using the sequence editor. You can access this editor from actions such as PLAY or Whisper. The waveform shows the sound waves of the recording. In the waveform display, you can select a portion of the recording and replay just that portion. Additionally, you can click Save to save only the selected portion of the waveform.

Additionally, the sequence editor has been updated with some visual enhancements. The buttons under Add Text-to-Speech and Add Prompt now have blue text. The text-to-speech buttons have new icons.

Customer Request UI Change Availability GA
On toggle

CXone Supervisor

Easy Access to Other Apps

To optimize access to useful applications, CXone Supervisor now includes these additional pages:

  • My Tasks (CXone QM)

  • Performance Monitoring (CXone QM)

  • Interactions Search

These pages are available depending on the licenses for your organization and the permissions assigned to you.

Customer Request UI Change Availability GA
On toggle

View Agents by Teams

This feature allows you to group agents by team to see aggregated agent statesClosed The availability status of an agent per team at a glance. You can expand the teams to see the agents assigned to each team and their information.

Customer Request UI Change Availability GA
On toggle

Hide Agent Activities

Previously, when you clicked a row under the Agents tab, you were able to see the agent's activities in the Activity tab. In this release, you can see the agent's activity depending on the Hide Agent Activities permission assigned to you.

By default, the Hide Agent Activities permission is turned off. The Agent Activity tab will be available unless it is explicitly hidden.

Customer Request UI Change Availability GA
On toggle

Monitoring Enhancement

Previously, if you were monitoring agents using softphones, you had to keep the MAX, CXone Agent or Salesforce Agent application open. In this release, you don't need to keep these applications open to monitor agents.

Customer Request UI Change Availability GA
On toggle

Virtual Agent Hub

External Provider Timeout Setting

Previously, when a third-party virtual agentClosed A software application that handles customer interactions in place of a live human agent. provider encountered a problem, the Studio script waited for the provider platform to resolve the issue or to send an error. This could cause the contactClosed The person interacting with an agent, IVR, or bot in your contact center. to wait up to two minutes.

In this release, you can configure a new timeout setting called External Provider Timeout. This allows you to set the amount of time, between 30 seconds and two minutes, that the Studio script waits for the provider platform to respond. If the timeout is reached, the script will proceed, taking the error branch. This change helps you prevent the contact from experiencing unacceptable delays during an interaction.

Customer Request UI Change Availability CR
On deploy

CXone Workforce Management

Intraday: Updates to Columns in the Volume Metric

With these updates, you can get more data from Intraday.

There are two more columns in the table:

In addition, the Handled column is now called Answered. Answered is a more accurate term because interactions are measured when an agent starts handling them.

Customer Request UI Change Availability GA
On toggle

Agent Configuration: Work Rules for Agents

Each agent now has a work rule assigned to them. These rules provide more flexibility and control over your agents' scheduling. For example, you can define how many hours each agent can work per week. You can also create work rules for a specific date range. This is useful for when an agent can work more or less during different times of the year, such as during the summer break.

While maintaining a flexible and adaptable workforce, work rules help you:

  • Ensure compliance

  • Reduce legal risks

  • Improve employee satisfaction

  • Promote efficient operations

Customer Request UI Change Availability GA
On toggle

Adding Time Off: Removal of the Can’t Be Overwritten Option

When adding time off in the Schedule Manager, the Can’t be overwritten by the automatic scheduler option has been removed. When you create a time-off activity, it won't be overwritten if you generate a new schedule.

Customer Request UI Change Availability GA
On toggle

CXone WFM Open Integration with Non-CXone ACDs

CXone WFM now enables open integration with LiveVox and non-CXone ACDs.

Supported non-CXone ACDs include:

  • LiveVox

  • Twilio

  • Zendesk

  • Avaya CMS

  • Amazon Connect

  • Microsoft ACS

  • Genesys Pure Cloud

The integration supports ACDs with 15-minute intervals.

Customer Request UI Change Availability GA
On toggle

Support for Outbound - Forecasting and Intraday

CXone WFM now supports outbound forecasting capabilities.

With this enhancement:

  • You have improved control over your blended workforce. This includes both inbound and outbound interactions.

  • You can create and configure inbound and outbound skills, tailoring forecasts to your specific needs.

  • Existing WEM skills can be realigned.

Forecasts cover:

  • Pure outbound skills.

  • Inbound skills.

  • Blended skills that involve both interaction types.

Furthermore, outbound support extends to Intraday Management.

This capability supports CXone, LiveVox and non-CXone ACDs that are being supported with this release.

Customer Request UI Change Availability GA
On toggle

Self-Service - Self-Swap in MyZone Weekly Schedule View

This feature is available for users with the Advanced license.

Agents can now access self-service self-swap from the weekly view of the schedule. This enhancement gives agents added advantages, including:

  • Easy-to-update schedules.

  • Better visibility on available self-swap slots.

This capability improves the agent experience.

Customer Request UI Change Availability GA
On toggle

Shift Bidding for Mobile

This feature is available for CXone WFM users with the Advanced license.

Shift Bidding for mobile allows agents to bid on shifts through the CXone WFM mobile app, allowing more flexibility for shift bid management.

Upon accessing the shift bid feature, agents can now view all open bids, detailed patterns, and shift information. A new filter option allows agents to sort bids based on their status, streamlining the selection process. Once a bid is accepted, the agent’s schedule is automatically updated to reflect the changes.

This feature will be available later in mobile app release 3.5.1.

Customer Request UI Change Availability GA
On toggle

Improvements to Manage Requests

Managers can now approve or decline multi-day requests and multiple requests submitted by an agent for the same day. Enhanced filtering options also allow for more efficient sorting and management of requests.

Customer Request UI Change Availability GA
On toggle

Remove EM Module Configuration Not in Use for CXone WFM Mobile

All EM module configurations were merged with CXone WFM. So upon selecting EM, CXone WFM customers now receive a message letting them know there is no administration for mobile in this module.

Customer Request UI Change Availability GA
On toggle

Release Adjustments

The Release Adjustments section describes the changes, removals, and additions made in the feature descriptions since the initial coming soon announcement for the 24.3 release.

Changed Features

This section describes changes that have been made to feature descriptions since the initial coming soon announcement. Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.

ACD

CXone Routing

Regional Expansion

This feature was previously announced as a regional expansion for all advanced routing features and as being generally available. Instead, it's a regional expansion of the ability to use multiple routing attributes, which remains in controlled release.

CXone Agent

Elevate Interactions

This feature was previously announced as being generally available. Instead, it will go out as controlled release.

CXone Agent Embedded

Elevate Interactions

This feature was previously announced as being generally available. Instead, it will go out as controlled release.

Enhancements to the CRM Integration Experience > Choose Records for Screen Pop

This feature was previously announced as available on deploy. It will be available on toggle instead.

CXone Agent for Microsoft Teams

Elevate Interactions

This feature was previously announced as being generally available. Instead, it will go out as controlled release.

CXone Agent Integrated

Elevate Interactions

This feature was previously announced as being generally available. Instead, it will go out as controlled release.

Enlighten AutoSummary

AutoSummary Supported for Digital Interactions

This feature was previously announced as available on toggle. It will be available on deploy instead.

Improvements to Summary Accuracy

This feature was previously announced as available on toggle. It will be available on deploy instead.

Enlighten Copilot for Agents

Email Channel

This feature was previously announced as being generally available with the main release. Instead, it will go out as controlled release later in the release cycle.

Customize KB Answers Based on Article Privacy

This feature was previously announced as being generally available with the main release. Instead, it will go out as controlled release later in the release cycle.

New Regions: Australia, Canada, Europe, and the UK

It was previously announced that International English would be available for voice transcription and content generation. It will only be available for voice transcription.

Interaction Analytics

Category Unification and Configuration Updates

It was previously announced that this feature would be removed from the 24.3 release, however, it will be available as originally described.

Features Removed from This Release

This section describes product changes that were included in the initial coming soon announcement and have since been removed from this release. These will not be part of the 24.3 release but may be part of a future release.

New applications

Voice Biometrics Hub

You will be able to connect to third-party voice biometric applications in Voice Biometrics Hub (VBH). VBH will remove the need to exit CXone to gain access to these applications. VBH will only work with IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. or virtual agentClosed A software application that handles customer interactions in place of a live human agent. integrations. Voice biometric applications examine a contactClosed The person interacting with an agent, IVR, or bot in your contact center.'s voice to determine if the contact is fraudulent. For a caller to enroll, you will have to program your IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. or virtual agent to prompt the contact to answer questions. The voice bio application will take these answers to analyze the contact's voice. It will create a voiceprint associated with the callerID. It will use this voiceprint to determine whether the contact is fraudulent. The application will save this voice analysis to check against future contacts. In this release,VBH will only house Nuance Voice Biometrics. Nuance Voice Biometrics will be a new application that uses AI to detect potential fraud. See the next note for more information.

Nuance Voice Biometrics

Nuance Voice Biometrics will use AI to detect potential fraud. It will do so by analyzing the voice of the contact for fraudulent activity. Nuance Voice Biometrics will provide an overall risk score for the contact. You will then be able to program your Studio script to route the call based on the risk score. Nuance Voice Biometrics will be housed in Voice Biometrics Hub (VBH). In this release,VBH will only work with IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. or virtual agent integrations. It will not be available for live agents. For more information about VBH and voice biometric applications, see the previous note.

CXone Agent for ACS

CXone Agent for ACS will be an application for agents that are used to Microsoft Teams. ACS (Azure Communication Services) is the same platform that powers Microsoft Teams. Agents will be able to log in to CXone Agent using their Microsoft Teams email ID. Once logged in, agents will be able to make and receive voice calls with call controls similar to those in Microsoft Teams. Agents will be able to transfer calls to other agents logged in with ACS.

You will have to configure the integration between CXone Agent and your ACS system. To do so, you will need to input the following information in CXone:

  • CXone Tenant ID

  • Microsoft Account ID

  • Microsoft Client ID

  • Microsoft Client Secret

  • Microsoft Connection String

Accent Matching

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

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

You will be able to monitor Accent Matching with: 

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

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

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

This feature will be available later in the release cycle.

ACD

Improvements to Campaigns and Agent Messaging Pages

  • Agent Messages

CXone Agent

Enhancements to Voice Preference

  • Voice Preferences Section in Settings: A new section will be added to Settings icon of a gear. > Login & Voice Preferences called Voice Preferences. It will have the same options as the Voice Preferences window that appears when agents log in. Agents will be able to use these options to change their voice preference and clear Remember Preference.

Noise Cancellation

The voice control panel includes controls for Noise Cancellation. The controls let agents reduce the background noise and echoes on either side, or both sides, of a phone call. Removing noise like other voices, traffic, and typing makes calls more professional. It also enables agents to better focus on their calls.

This is only available for environments with Noise Cancellation enabled.

CXone Agent Embedded

Enhancements to Voice Preference

  • Voice Preferences Section in Settings: A new section will be added to Settingsicon of a gear. > Login & Voice Preferences called Voice Preferences. It will have the same options as the Voice Preferences window that appears when agents log in. Agents will be able to use these options to change their voice preference and clear Remember Preference.

CXone Agent for Microsoft Teams

Enhancements to Voice Preference

  • Voice Preferences Section in Settings: A new section will be added to Settingsicon of a gear. > Login & Voice Preferences called Voice Preferences. It will have the same options as the Voice Preferences window that appears when agents log in. Agents will be able to use these options to change their voice preference and clear Remember Preference.

CXone Agent Integrated

Enhancements to Voice Preference

  • Voice Preferences Section in Settings: A new section will be added to Settingsicon of a gear. > Login & Voice Preferences called Voice Preferences. It will have the same options as the Voice Preferences window that appears when agents log in. Agents will be able to use these options to change their voice preference and clear Remember Preference.

CXone Coaching

Coaching Timeline

This feature will help coaches and agents to track the status transitions of the coaching session with a timestamp. A new information icon will be added in the Status column. Clicking on the info icon will display a timeline with all the statuses from start to the latest one along with the timestamp.

CXone Dashboard

Team-Based Data Control

CXone Dashboard will support Role-Based Access Control (RBAC) with a focus on team-based data restrictions. You can create team views and assign them to different users to ensure precise data visibility.

  • All widgets will respect these restrictions, enhancing security across applications; for example, CXone QM and CXone Coaching.

  • You will gain cumulative access to assigned teams if you have multiple views.

  • Shared dashboards will adapt data based on individual permissions.

  • If you don’t have any assigned views, this won’t impact you, and you’ll still be able to see all the teams in the tenant.

Reporting

Data Download Reports

Email Option for Timed-Out Reports

Currently, when a data download report is run on demand and exceeds the system-wide threshold for report timeouts, the user receives a 404 error. In this release, a pop-up will ask the user if they would like the report emailed to them when it's ready. This will allow the user to continue working when a data download report doesn't finish before the defined timeout.

CXone Studio

Trace UI Improvements

The variables list will be sortable by column.

Features Added to This Release

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

New Applications

Click-to-Call

API

New Channel Lock Parameter

Get All Contact Custom Data

CXone Agent

Enhancements to Inline Audio Player

Noise Cancellation

CXone Agent Embedded

Enhancements to Inline Audio Player

CXone Agent for Microsoft Teams

Enhancements to Inline Audio Player

CXone Agent Integrated

Enhancements to Inline Audio Player

Digital Experience

Mobile SDK Technical Updates and New Version

Enlighten AI Routing

Changed Values for Focus Weight Settings

Enlighten Copilot for Agents

Support for Brazilian Portuguese

Interactions and Playback

Filter by Disposition Value

Updated Direction Labels

Support for Enlighten Sentiments

CXone QM

Evaluation Insights

Reporting

Business Intelligence (BI) Reports

Metric Name Change in Intraday Report

CXone Coaching Transactional Report Name Change

CXone Studio

Script Version Control with Promotion Through Development Stages

Use GitHub as a Version Control System for Script Changes

Mid-Release Features

Cumulative updates and pipeline updates mostly contain fixed issues. For a list of issues fixed in the updates this release, see Fixed Issues.

Cumulative Update 6

CXone Agent

Enhancements to Inline Audio Player

The following functions have been added to the inline player for audio messages:

  • Go Back: Jump back ten seconds in the audio message.

  • Go Forward: Jump forward ten seconds in the audio message.

  • Seek: Click and drag the dot to a specific place in the audio message.

This will make the inline audio player more robust and easier to use.

Customer Request UI Change Availability GA
On deploy

CXone Agent Embedded

Enhancements to Inline Audio Player

The following functions have been added to the inline player for audio messages:

  • Go Back: Jump back ten seconds in the audio message.

  • Go Forward: Jump forward ten seconds in the audio message.

  • Seek: Click and drag the dot to a specific place in the audio message.

This will make the inline audio player more robust and easier to use.

Customer Request UI Change Availability GA
On deploy

CXone Agent for Microsoft Teams

Enhancements to Inline Audio Player

The following functions have been added to the inline player for audio messages:

  • Go Back: Jump back ten seconds in the audio message.

  • Go Forward: Jump forward ten seconds in the audio message.

  • Seek: Click and drag the dot to a specific place in the audio message.

This will make the inline audio player more robust and easier to use.

Customer Request UI Change Availability GA
On deploy

CXone Agent Integrated

Enhancements to Inline Audio Player

The following functions have been added to the inline player for audio messages:

  • Go Back: Jump back ten seconds in the audio message.

  • Go Forward: Jump forward ten seconds in the audio message.

  • Seek: Click and drag the dot to a specific place in the audio message.

This will make the inline audio player more robust and easier to use.

Customer Request UI Change Availability GA
On deploy

Studio

Maximum Array Size

The maximum size of arrays in Studio is now 63 million elements. Exceeding this array size results in the following error in the __err variable in a script trace: Array index out of bounds. The current array index ([index]) exceeds the maximum allowed index (63000000)..

Customer Request UI Change Availability GA
On deploy

Cumulative Update 3

Enlighten Copilot for Agents

Email Channel

Copilot for Agents is now available for CXone Email. To help agents handle email interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., Copilot for Agents generates:

  • Email responses: Copilot for Agents gathers a list of topics from the email thread and presents that list to the agent. When the agent clicks Generate, it generates a response based on those topics and pops it into the response field. The agent can then edit the response if needed.

  • KB answers: Copilot for Agents generates KB answers using articles in your CXone Expert knowledge baseClosed A website that stores troubleshooting articles..

This expands the reach of Copilot for Agents, improving AHTClosed Average Handle Time is the average amount of time an agent spent handling an interaction and customer satisfaction for email interactions.

Customer Request UI Change Availability CR
On deploy

Customize KB Answers Based on Article Privacy

Previously,Copilot for Agents automatically used both private and public CXone Expert articles to generate KB answers. In this release, you can:

  • Separate private content from public content. This presents text responses from private CXone Expert articles in a separate section of the KB answer card. You can configure the private section's title and tooltip to alert agents that the information is for internal use only. You can also hide the Insert icon: a document with a plus sign. and Send Article icon: a paper airplane. options for private text content, links, and images.

  • Keep private and public content combined. This presents a single KB answer text response from a mix of public and private CXone Expert articles.

  • Tell Copilot for Agents to only use public articles to generate KB answers.

  • Tell Copilot for Agents to only use private articles to generate KB answers.

This allows you to customize the KB answer experience based on article privacy.

Customer Request UI Change Availability GA
On deploy

Support for Brazilian Portuguese

Enlighten Copilot for Agents is now available in Brazilian Portuguese. You can select it in the Language drop-down in the Copilot for Agents profile.

Customer Request UI Change Availability GA
On deploy