Coming Soon in the 25.4 Release

Global Changes

NiCE Logo Change

The NiCE logo shown throughout the CXone Mpower suite will be updated to a new logo.

Customer Request

UI Change

Availability

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

Global Authentication Support for External SAML 2.0 IdP-Initiated Login

Global Authentication will support user logins initiated from a supported external SAML 2.0 Identity Provider (IdP). CXone Mpower users will be able to log in to your organization's IdP and then seamlessly access the CXone Mpower platform. No additional login will be required. The following IdPs will be supported: 

• Okta

• Microsoft Azure Active Directory (Entra ID)

• ADFS

• Salesforce

• Onelogin

Customer Request

UI Change

Availability

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

Description Fields for Views, Login Authenticators, and Roles

Currently, description fields for views, login authenticators, and roles accept URLs and HTML tags or scripts. In this release, these fields will no longer save URLs for HTML tags or scripts.  Additionally, the ampersand character ( & ) will be represented by the character entity &. This means that ampersands will be counted as five characters instead of one. Existing descriptions in these fields will not be changed unless they are edited. This change will ensure consistent formatting across the platform.

Customer Request

UI Change

Availability

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

Enable Business Continuity

A new page will be added to Admin where you will be able to enable and disable Business Continuity for your CXone Mpower system. This will allow you to switch between your primary and secondary tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system. when necessary. There will be new permissions that must be assigned to the CXone Mpower employee profile of any user who needs the ability to enable this option. Your CXone Mpower Account Representative will also be able to enable and disable Business Continuity for you if you are unable to do so.

Customer Request

UI Change

Availability

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

Data Synchronization Between Business Continuity Tenants

You will be able to set up data synchronization between your organization's primary and Business Continuity tenants. Data syncs will be scheduled. You will be able to see information about the synchronization on a new page in Admin.

In this release, the following data will sync: 

• Business unit configurations: dialing patterns

• ACD data: ACD agent data, skills, and teams.

• Admin data: users and roles.

The correlation between data entities on both systems will be maintained. IDs will be different on each tenant, but the synchronization will map the ID on the primary system to the ID on the Business Continuity tenant. This will ensure that data will be properly synchronized.

In this release, synchronization of data will by one-way only. This means the data syncs from your primary tenant to your Business Continuity tenant only. Any changes made to this data in the Business Continuity tenant will be lost unless the same changes are made manually in the primary tenant when use resumes.

Customer Request

UI Change

Availability

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

Removed Applications and Features

Removal of Hosted Softphone Solutions

The CXone Mpower Softphone and CXone Mpower Softphone - Hosted - VDI products from CounterPath will no longer be available for use at the end of 2025. If you have not already done so, switch your agents to the Integrated Softphone solution as soon as possible.

CXone Mpower Softphone - Hosted will continue to be available for download and use for Mac and Windows machines.

Customer Request

UI Change

Availability

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

New Applications

Noise Cancellation

Currently, Noise Cancellation is in a controlled release. In this release, it will become generally available.

Noise Cancellation will reduce background noise and echoes during a voice interaction from the agent side, the contact The person interacting with an agent, IVR, or bot in your contact center. side, or both. Your agents and contacts will experience a more professional interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. without the distraction of other voices, traffic, typing, and so on. It will do this without any latency. Noise Cancellation will work with any headset, but wired USB headsets will work best.

It will be available for use with Agent and Agent for SCV. To enable Noise Cancellation for one of these agent applications, you will need to contact your CXone MpowerAccount Representative. Once enabled, it will become available for all agents using that application.

Customer Request

UI Change

Availability

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

Amazon Connect Integration with CXone Mpower

The upcoming release will introduce Amazon Connect integration into CXone Mpower, enabling the import of voice and screen recordings for Quality Management, Interaction Analytics and reporting.

This feature will be available with the new Store & Forward Amazon Connect license and a new permission enabling this functionality will be added.

Customer Request

UI Change

Availability

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

Orchestrator

Currently, Orchestrator is in a controlled release. This release marks the next step towards a robust, AI-powered orchestration layer that enables end-to-end workflow management across both contact center and back office operations.

Orchestrator will allow organizations to analyze, unify, optimize, and automate business processes across departments. Unlike traditional RPA tools or short-lived AI agents, Orchestrator supports long-running workflows and provides a centralized command layer for managing tasks and customer journeys.

This release will include:

• A centralized workspace to build and visualize workflows

• Additional branching and triggering options in the low-code Workflow Designer

• Basic connector and extended custom variable management

Customer Request

UI Change

Availability

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

Test Suite

In this release, you will be able to use the Test Suite application available in the AI Studio that will significantly enhance your ability to deploy AI solutions with confidence. As a contact center admin, you will be able to validate ingested knowledge prior to deployment, addressing the challenge of not being able to view or verify the content pulled into your AI profiles. This tool will enable you to preview ingested knowledge, identify potential gaps or inaccuracies, and make necessary corrections directly within your knowledge source before your AI goes live.

Rather than relying on live calls to test AI responses, a process that is both time consuming and prone to error, you will be able to upload a set of queries with or without responses to simulate user interactions. This will allow for rapid, iterative testing across a wide range of knowledge questions, ensuring that your Copilot references the correct information from the outset.

As a result, you will experience faster deployment cycles, improved response accuracy, and greater confidence in the performance of your AI assistants. You will be able to follow a structured workflow within the Test Suite to validate and refine your Copilot or GenAI Prompt Editor profiles before deployment:

• Upload Input Data: You will begin by adding sample questions or phrases that reflect real user scenarios.

• Analyze Results: The system will generate performance scores, allowing you to assess how your prompts respond to the input.

• Review Chunks and Scores: You will gain visibility into the knowledge chunks used and their associated scores, helping you understand what worked well and what needs improvement.

• Tune Settings: Based on the analysis, you will be able to adjust prompt behavior to better align with your desired outcomes.

• Edit Profiles: You will then update your Copilot or GenAI Prompt Editor profiles using the insights gathered during testing.

• Create Knowledge Base Articles: If gaps in knowledge are identified during testing, you will have the option to create new knowledge base articles directly from the Test Suite.

This application will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Cognigy AI

We are excited to introduce NiCE Cognigy AI, delivering leading conversational and agentic AI for enterprise-grade AI agents, with capabilities including:

• Designing virtual agents that engage in natural conversations using advanced Natural Language Understanding (NLU) and support for multi-step dialogues.

• Engaging customers across channels like web chat, messaging apps, and voice platforms.

• Building virtual agents and workflows with intuitive drag-and-drop, low-code/no-code tools.

• Connecting seamlessly to existing systems such as CRM, ERP, ticketing, and analytics platforms.

• Automating routine tasks like answering FAQs and handling transactional processes.

• Scaling confidently with enterprise-grade security and reliability.

• Measuring and improving performance through conversation metrics and customer sentiment analysis.

This application will be available later in the release cycle.

ACD

Advanced File Scan

The file upload service lets you upload files for branding profiles and such. It scans the files and prevents malicious files from being uploaded. Currently, the file size limit is 20 MB. In this release, the limit will increase to 100MB for those who have enabled the advanced file scan feature.

To enable it, you will need to contact your CXone Mpower Account Representative.

Customer Request

UI Change

Availability

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

ACD Routing

Manually Selected Contacts Included in Contact Count

Currently, when an agent manually selects a digital Any channel, contact, or skill associated with Digital Experience. contact The person interacting with an agent, IVR, or bot in your contact center. to handle, it isn't added to their total contact count. In this release, manually selected digital contacts will be included in the agent's total contact count. The agent will also be able to manually select digital contacts even after their threshold has been met. However, they will not receive new contacts until they are below their contact count.

This change will provide a more accurate count of how many contacts agents handle and helps prevent them from being incorrectly marked as below threshold.

Customer Request

UI Change

Availability

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

Actions

French Language Support

In this release, you will be able to use Actions in French, including major dialects such as European French and Canadian French, alongside existing support for English and Brazilian Portuguese. You will be able to,

• Ask questions and view contact center A complete, unified, cloud-native contact center platform offered on a subscription basis. performance data in French.

• Generate emails and interact using natural language in French.

• Automatically adjust the interface, menus, and responses based on your browser’s language settings.

Customer Request

UI Change

Availability

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

Third Party Automatic Call Distributor ( ACD) Support in Actions

In this release, Actions will work even if your contact center A complete, unified, cloud-native contact center platform offered on a subscription basis. uses a third-party telephony system like Avaya, Cisco, or Genesys, instead of CXone Mpower. You will be able to ask natural language questions, view performance insights, and use features like anomaly detection and benchmarking based on the data available to your system. Actions will automatically hide questions and metrics that do not apply to your setup.

Core Actions functionalities will be supported for multi- ACD tenants, including:

• All core Actions functionalities

• Natural language insights

• Anomaly detection (requires IA license)

• Knowledge Generation (requires IA license)

However, there are limitations when not using CXone Mpower ACD:

• No access to ACD metrics (for example abandoned, refused, and handled calls)

• No anomaly detection on Average Handle Time (AHT) Average Handle Time is the average amount of time an agent spent handling an interaction., After-Call Work (ACW) State that allows an agent to complete work requirements after finishing an interaction., or Total Contacts Handled

You will still be able to use the Actions interface even if your customers have their own telephony system and not CXone Mpower ACD. All Actions functionalities will work except for:

• Asking questions on ACD metrics.

• Anomaly detection on Average Handle Time (AHT), After-Call Work (ACW), and Total Contacts Handled.

Customer Request

UI Change

Availability

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

Natural Language Insights for Supervisor and Interaction Analytics (IA) Metrics

In this release, you will be able to ask natural language questions about Supervisor metrics and additional Interaction Analytics (IA) metrics directly in Actions. You will be able to ask questions like, “Show me top 10 supervisors that had the most monitoring sessions last month?” or “Show me the top-level intent topics based on volume?” and get instant insights. You will be able to ask about IA metrics such as intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. categories, topics, and actions only if your tenant has the appropriate license. Specifically:

• To ask questions related to intent categories, intent topics, and actions, you will need to have either an IA Advanced or IA Premium license.

• To access monitoring and intervention metrics, the Copilot for Supervisors license will be required.

Actions will automatically show only the data that is relevant and available based on your setup.

Customer Request

UI Change

Availability

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

Automation Opportunity

In this release, Actions will introduce a new feature called Automation Opportunity. This tool will help you identify intents with the strong potential for automation by analyzing past interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. It will detect repetitive tasks, common issues, and agent behaviors uncovering high-impact areas for automation. The Automation Opportunity section will highlight where automation could save time, reduce costs, and improve consistency. You will also see forecasts showing which Intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. (Subtopics) are the best candidates for automation over the next 12 months.

As part of this release, the Automation Opportunity feature will include:

• A user-specific settings tab where you will be able to enable this feature, select the time range you want to analyze interactions for and input cost-related data for the return on investment (ROI) calculation.

• Projected savings and automation potential, broken down by intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. category, topic, and subtopic.

• Detailed analytics, including yearly impact projections and ROI calculations to support informed business decisions.

• Automation Opportunity Insights, which will identify high-impact automation opportunities across customer interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. by analyzing historical data. These insights will include:

  • Automatable Contact Volume and Automation Opportunity by Intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. Category

  • A bubble chart showing automation percentage, AHT (Average Handle Time) Average Handle Time is the average amount of time an agent spent handling an interaction., and sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. by Intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. Category, Intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. Topic, and Intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. Sub-Topic

  • A list of the Top 10 subtopics by automation percentage

• Self-Service Flows – Once you identify automation opportunities, you will use Large Language Models (LLM) to automatically generate deterministic conversational flows. These flows will then be published to your Cognigy bot through API, allowing you to seamlessly implement the automation within your bot environment.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Business Impact View for Copilot

In this release, you will be able to access the Business Impact view for Copilot, a quick, click-accessible view of key metrics like After Call Work State that allows an agent to complete work requirements after finishing an interaction. (ACW) and Average Handle Time Average Handle Time is the average amount of time an agent spent handling an interaction. (AHT). Separate from the main Observability Dashboard, it will offer its own date range and filters, allowing you to select up to five skills, teams, or agent names, whether or not they are assigned to Copilot. Graphs will update dynamically based on your selections, and you will be able to compare teams with and without Copilot to track performance trends.

Customer Request

UI Change

Availability

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

Improved Handling of Empty Actual Summaries in AutoSummary

In this release, whenever an actual summary is missing, you will see the label Actual summary not saved by agent instead of the previous Ignore label. This update will appear in adherence graphs, the AutoSummary widget, and average adherence calculations. Summaries marked as unavailable will be excluded from average calculations, ensuring more accurate adherence data. For example, if only two out of three summaries are valid, your average will be based on those two; if all are missing, you will see the new label instead of a percentage.

Customer Request

UI Change

Availability

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

Observability Dashboard Support for ACD and Non- ACD Clients

In this release, the Observability Dashboard will be enhanced to support new Copilot features for Engagement Hub, helping you monitor how these features perform across different client types. If you're working with CXone ACD clients, you will see data for auto-generated summaries, team and skill details. For non-CXone ACD clients, you will not have access to team and skill data, and these features will be hidden. Additionally, if a tenant has both ACD and non-ACD applications, only ACD data will be shown in the Observability Dashboard.

Customer Request

UI Change

Availability

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

Real-Time Interface (RTI) Powered Data in Observability Dashboard

In this release, the Team, Skill, and Agent data will be directly pulled from Copilot instead of the Data Lake, eliminating previous workarounds and reducing latency for auto summaries from up to four hours to approximately 15 minutes. As a result, the Observability Dashboard will now source data directly from the RTI to display Actual Summaries, Team, Skill, and Agent information.

As part of this enhancement agent IDs will be replaced with agent names in both auto summary and generative response sections. Team, skill, and agent name information will now be consistently available in generative response section.

Customer Request

UI Change

Availability

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

Mpower Agent Metrics in Observability Dashboard

In this release, the Observability Dashboard will be enhanced to support new widgets and metrics for the Mpower Agent (formerly Task Assist) experience. Mpower Agent is a new feature in Copilot that enables agents to execute suggested tasks. The dashboard will provide analytics on task suggestions, executions, and rejections, with drill-down capabilities by action, bot, agent, skill, team, and other dimensions. These analytics will include execution rates, success rates, and detailed task-level data, supporting customer analysis of agent task adoption and effectiveness.

You will be able to track performance effectively through new visual components like sankey charts, total action graphs, performance metrics graphs, and drill-down views.

Customer Request

UI Change

Availability

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

Enhanced Observability Copilot with Dynamic Category and Intents Management

In this release, you will be able to manage knowledge base categories and AutoSummary intents and explore Observability Dashboard data more intuitively, all through an enhanced Copilot experience. You will be able to add, remove, rename, or update categories and intents directly in the dashboard, through Copilot by using natural language commands. The system will suggest categories based on your industry or provide a default list if no match is found. Depending on the update, some changes will apply to past answers, while others will affect only new ones.

With Observability Copilot, you will be able to ask questions about your dashboard data, receive actionable insights, and perform actions all in natural language. You will also be able to understand category distribution, and assess query quality, making it easier to manage and analyze your knowledge base in one place.

Customer Request

UI Change

Availability

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

Admin

Employee Template Support for Bulk Upload

You will be able to apply employee templates using the bulk upload tools. Templates help you quickly create employee profiles by filling in default settings. Just like in the CXone Mpower UI, profile settings will override template settings. So, bulk upload will fill in blank fields but won't change fields that already have values.

Customer Request

UI Change

Availability

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

Employee Template Support for SCIM

You will be able to apply employee templates through SCIM when creating users from your identity provider (IdP). SCIM v2-compliant apps like Okta let you create, update, and deactivate CXone Mpower users. As with templates applied in the UI, profile settings will override the template settings. SCIM will fill in blank fields but won't overwrite existing values.

Customer Request

UI Change

Availability

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

Tenant Synchronization for Disaster Recovery

You will be able to set up a backup disaster recovery tenant. Your primary and backup tenants will stay in sync. If your primary tenant has issues, you will be able to switch to the backup tenant to keep using CXone Mpower without downtime.

Customer Request

UI Change

Availability

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

Secondary Assignments Displayed in Role Profile

Currently, to see if a role is assigned to any employees as a secondary role, you must check each employee profile one by one. This can make the process for deactivating a role time-consuming, since you must first remove it from all employees as both a primary and secondary role. In this release, you will see which employees have a role as either a primary or secondary assignment directly in the role profile. This update will make it easier to manage and deactivate roles.

Customer Request

UI Change

Availability

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

Ability to Remove Data from a Field Using Bulk Upload

Currently, you can only add values to empty fields or change the value of existing fields. In this release, you will be able to remove values from optional fields.

Customer Request

UI Change

Availability

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

10 Views per Employee in Bulk Upload

You will be able to assign up to 10 views to an employee using bulk upload. This will match the limit already available in the Admin UI.

Customer Request

UI Change

Availability

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

Agent

Desk

Desk will be available in Agent. It will provide agents with a unified, omnichannel workspace. It will bring together customer interactions, data, and workflows into a single, seamless interface, giving agents what they need to deliver faster, smarter, and more personalized support. Desk will be appear directly within the agent application.

Desk will contain the following features:

• Unified Customer Profile and Interaction History: View important customer information and interactions across voice and digital channels in one place for complete context.

• Enhanced Agent Experience: Personalize the desktop with customer data, notes, interaction history, and embedded workflows for greater efficiency.

• Tasks & Reminders: Stay on top of follow-ups with built-in task management. Create, assign, and track tasks or set reminders directly within Desk.

• Ticketing: Create, manage, and resolve tickets directly within Desk. Also, configure rules and queues for tickets.

• Scripting: Build agent scripts with real-time context and automated workflows.

• Accounts: Manage and organize accounts in a centralized view, enabling agents to quickly access related interactions, customers, tickets, and tasks by account.

Desk will require the purchase of an additional license.

Customer Request

UI Change

Availability

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

Real-Time Transcription

Agents will be able to view speech-to-text Also called STT, this process converts spoken language to text. transcriptions Written form of all or part of a voice or digital interaction. of calls in real time. They will appear in the Interaction Space. This will help when the contact's speech is difficult to understand. Only one page of transcription will be shown; agents will not be able to scroll up to see older utterances What a contact says or types.. This will only be available for one-on-one agent-to-contact calls.

Customer Request

UI Change

Availability

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

Enhanced Customer Card Generally Available

Currently, Enhanced Customer Card is in controlled release. In this release, it will become generally available.

Enhanced Customer Card (ECC) will provide customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that will help agents handle interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. When enabled, Enhanced Customer Card will displace the current Customer Card .

ECC will contain the following features:

• Customer Overview: Displays detailed customer information, including relevant custom fields, to help agents quickly identify and resolve contacts' The person interacting with an agent, IVR, or bot in your contact center. issues.

• Click-to-Contact Functions: Allows agents to quickly call, email, or SMS Short Message Service; also known as text messaging. a contact from the customer profile with a single button click.

• Interaction History: Displays previous interactions from multiple channels Various voice and digital communication mediums that facilitate customer interactions in a contact center., providing agents with a quick snapshot of a contact’s interaction history.

• Customer Notes: Allows agents to write and view customer notes.

• Customer List: Allows agents to search and view a list of all contacts within the organization to quickly access the correct customer information.

Customer Request

UI Change

Availability

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

CXone Mpower Autopilot Voice Biometrics

CXone Mpower Autopilot Voice Biometrics will be available for Agent. It will provide voice biometric authentication. During interactions, a separate window will open. Agents will use the new window to handle voice biometric enrollment and authentication.

For more details, select the Voice Biometrics Hub filter on the right.

Customer Request

UI Change

Availability

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

Load Previous and Next Interactions

Agents will be able to load and view previous interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. with the same contact The person interacting with an agent, IVR, or bot in your contact center. on the same digital point of contact. Currently, this is only available for chat. In this release, it will be available for all private digital channels, including email. The following options will appear in the Interaction Space:

• Previous Contact: Open the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. that happened before the one currently open.

• Next Contact: Open the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. that happened after the one currently open.

To avoid confusion, the existing View Recent Messages option in the Interaction Space will be replaced with a down arrow . This arrow will jump to the most recent messages in the same interaction. For email, an up arrow to jump to the oldest messages in the thread will be available.

Customer Request

UI Change

Availability

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

Enhancements to the CRM Integration Experience

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

• Test Workflows with ENHANCED WORKFLOW EXECUTE : A testing page will be added to the ENHANCED WORKFLOW EXECUTE Studio action's wizard. You will be able to enter variables and test workflows. Success or error messages will appear after each test.

  Customer Request

  UI Change

  Availability

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

• Use ENHANCED WORKFLOW EXECUTE for Create Workflows: You will be able to use the ENHANCED WORKFLOW EXECUTE Studio action to configure Create workflows, not just Search workflows.

  Customer Request

  UI Change

  Availability

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

• Disable Screen Pop for Single Match: Currently, single match records Occurs when a Search workflow returns only one record. always open in the CRM. In this release, you will be able to disable this by setting the screenPop attribute in the Search workflow to false.

  Customer Request

  UI Change

  Availability

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

• Configure Workflow Caching: Currently, the results of all Search and Create workflows are cached. They appear in the customer card in the agent application. In this release, you will be able to disable this by setting a new attribute, cacheResponse, to false in the workflow. Returned and created records won't appear in the agent application.

  Customer Request

  UI Change

  Availability

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

• Update to Workflow Billing: You will be billed for CRM workflow overages. Each account will include 200,000 workflow uses per month. If you exceed this limit, overage charges will apply.

  Customer Request

  UI Change

  Availability

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

Accessibility Improvements

The following enhancements will be made to improve accessibility in Agent:

• Improved field labels

• More detailed icon alt text

• Improved component announcements for the Information tab in Settings

• Better color contrast ratios for text

• Improved focus outlines for keyboard navigation

• New bypass block to quickly skip to main content using keyboard navigation

• Move Up and Move Down arrows for reordering search result columns using keyboard navigation

• JAWS and NVDA screen reader testing and verification

• Dragon voice command testing and verification

Customer Request

UI Change

Availability

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

Save & Redial from Outcome Window

The option to Save & Redial will be added to the Outcome panel for calls. Agents will be able to save the Disposition and Disposition Notes, then redial the contact The person interacting with an agent, IVR, or bot in your contact center. from the same window. This will allow agents to quickly reconnect with contacts when calls are interrupted.

Customer Request

UI Change

Availability

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

Skill Name in Interaction Notifications

Currently, Incoming Interaction pop-up notifications show the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. ID number. In this release, they will show the skill name instead. This will help agents understand what type of work they're assigned.

Customer Request

UI Change

Availability

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

New Region: South Africa

Agent will be available in South Africa.

Customer Request

UI Change

Availability

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

Emergency Calling Disclaimer

A disclaimer will be added to the bottom of the launch screen. It will advise, "For an optimal emergency calling experience, an accurate address should be on file in the system for all agents."

Customer Request

UI Change

Availability

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

Agent Assist Hub

New Regional Availability

Agent Assist Hub will be available in South Africa.

Customer Request

UI Change

Availability

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

Agent Embedded

Agent Embedded for Microsoft Dynamics

Context Switching and Session Indicators

One-way context switching will be available in Agent Embedded for Microsoft Dynamics. When agents open a session in Microsoft Dynamics, the matching interaction will open in Agent Embedded.

Session indicators will be available for the other direction. When agents open an interaction in Agent Embedded, a blue dot will appear next to the matching Microsoft Dynamics session.

These features will apply to both voice and digital Any channel, contact, or skill associated with Digital Experience. interactions. They will only work in Microsoft Dynamics CIF v2.0.

Customer Request

UI Change

Availability

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

Agent Embedded for Salesforce

Enhancements to Relate Records

The following changes will be made to the relate records functionality in Agent for Salesforce:

• Relate Person Accounts: Agents will be able to relate person accounts .

• Relate Custom Records: Agents will be able to relate custom records. They will appear in the Relates To field. You will need to configure the custom record for this.

• Relates To Disabled When Name Contains Lead: When the Name field contains a lead, Relates To will be set to None. It will not be editable. This will prevent data memorialization issues.

Customer Request

UI Change

Availability

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

Reuse Salesforce Agent Screen Pop Scripts

You will be able to reuse scripts designed for Salesforce Agent (SFA) for the following screen pops in CXone Mpower Agent for Salesforce:

• Flow screen pops

• Visualforce screen pops

Customer Request

UI Change

Availability

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

Agent Embedded for All CRMs

Desk

Desk will be available in Agent Embedded. It will provide agents with a unified, omnichannel workspace. It will bring together customer interactions, data, and workflows into a single, seamless interface, giving agents what they need to deliver faster, smarter, and more personalized support. Desk will be appear directly within the agent application.

Desk will contain the following features:

• Unified Customer Profile and Interaction History: View important customer information and interactions across voice and digital channels in one place for complete context.

• Enhanced Agent Experience: Personalize the desktop with customer data, notes, interaction history, and embedded workflows for greater efficiency.

• Tasks & Reminders: Stay on top of follow-ups with built-in task management. Create, assign, and track tasks or set reminders directly within Desk.

• Ticketing: Create, manage, and resolve tickets directly within Desk. Also, configure rules and queues for tickets.

• Scripting: Build agent scripts with real-time context and automated workflows.

• Accounts: Manage and organize accounts in a centralized view, enabling agents to quickly access related interactions, customers, tickets, and tasks by account.

Desk will require the purchase of an additional license.

Customer Request

UI Change

Availability

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

Real-Time Transcription

Agents will be able to view speech-to-text Also called STT, this process converts spoken language to text. transcriptions Written form of all or part of a voice or digital interaction. of calls in real time. This will help when the contact's speech is difficult to understand. Only one page of transcription will be shown; agents will not be able to scroll up to see older utterances What a contact says or types.. This will only be available for one-on-one agent-to-contact calls.

Customer Request

UI Change

Availability

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

Enhanced Customer Card Generally Available

Currently, Enhanced Customer Card is in controlled release. In this release, it will become generally available.

Enhanced Customer Card (ECC) will provide customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that will help agents handle interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. When enabled, Enhanced Customer Card will displace the current Customer Card .

ECC will contain the following features:

• Customer Overview: Displays detailed customer information, including relevant custom fields, to help agents quickly identify and resolve contacts' The person interacting with an agent, IVR, or bot in your contact center. issues.

• Click-to-Contact Functions: Allows agents to quickly call, email, or SMS Short Message Service; also known as text messaging. a contact from the customer profile with a single button click.

• Interaction History: Displays previous interactions from multiple channels Various voice and digital communication mediums that facilitate customer interactions in a contact center., providing agents with a quick snapshot of a contact’s interaction history.

• Customer Notes: Allows agents to write and view customer notes.

• Customer List: Allows agents to search and view a list of all contacts within the organization to quickly access the correct customer information.

Customer Request

UI Change

Availability

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

Load Previous and Next Interactions

Agents will be able to load and view previous interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. with the same contact The person interacting with an agent, IVR, or bot in your contact center. on the same digital point of contact. Currently, this is only available for chat. In this release, it will be available for all private digital channels, including email. The following options will appear:

• Previous Contact: Open the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. that happened before the one currently open.

• Next Contact: Open the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. that happened after the one currently open.

To avoid confusion, the existing View Recent Messages option will be replaced with a down arrow . This arrow will jump to the most recent messages in the same interaction. For email, an up arrow to jump to the oldest messages in the thread will be available.

Customer Request

UI Change

Availability

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

Enhancements to the CRM Integration Experience

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

• Test Workflows with ENHANCED WORKFLOW EXECUTE : A testing page will be added to the ENHANCED WORKFLOW EXECUTE Studio action's wizard. You will be able to enter variables and test workflows. Success or error messages will appear after each test.

  Customer Request

  UI Change

  Availability

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

• Use ENHANCED WORKFLOW EXECUTE for Create Workflows: You will be able to use the ENHANCED WORKFLOW EXECUTE Studio action to configure Create workflows, not just Search workflows.

  Customer Request

  UI Change

  Availability

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

• Disable Screen Pop for Single Match: Currently, single match records Occurs when a Search workflow returns only one record. always open in the CRM. In this release, you will be able to disable this by setting the screenPop attribute in the Search workflow to false.

  Customer Request

  UI Change

  Availability

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

• Configure Workflow Caching: Currently, the results of all Search and Create workflows are cached. They appear in the customer card in the agent application. In this release, you will be able to disable this by setting a new attribute, cacheResponse, to false in the workflow. Returned and created records won't appear in the agent application.

  Customer Request

  UI Change

  Availability

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

• Update to Workflow Billing: You will be billed for CRM workflow overages. Each account will include 200,000 workflow uses per month. If you exceed this limit, overage charges will apply.

  Customer Request

  UI Change

  Availability

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

Accessibility Improvements

The following enhancements will be made to improve accessibility in Agent Embedded:

• Improved field labels

• More detailed icon alt text

• Improved component announcements for the Information tab in Settings

• Better color contrast ratios for text

• Improved focus outlines for keyboard navigation

• New bypass block to quickly skip to main content using keyboard navigation

• Move Up and Move Down arrows for reordering search result columns using keyboard navigation

• JAWS and NVDA screen reader testing and verification

• Dragon voice command testing and verification

Customer Request

UI Change

Availability

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

Save & Redial from Outcome Window

The option to Save & Redial will be added to the Outcome panel for calls. Agents will be able to save the Disposition and Disposition Notes, then redial the contact The person interacting with an agent, IVR, or bot in your contact center. from the same window. This will allow agents to quickly reconnect with contacts when calls are interrupted.

Customer Request

UI Change

Availability

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

Skill Name in Interaction Notifications

Currently, Incoming Interaction pop-up notifications show the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. ID number. In this release, they will show the skill name instead. This will help agents understand what type of work they're assigned.

Customer Request

UI Change

Availability

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

New Region: South Africa

Agent Embedded will be available in South Africa.

Customer Request

UI Change

Availability

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

Emergency Calling Disclaimer

A disclaimer will be added to the bottom of the launch screen. It will advise, "For an optimal emergency calling experience, an accurate address should be on file in the system for all agents."

Customer Request

UI Change

Availability

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

Agent for Microsoft Teams

Desk

Desk will be available in Agent for Microsoft Teams. It will provide agents with a unified, omnichannel workspace. It will bring together customer interactions, data, and workflows into a single, seamless interface, giving agents what they need to deliver faster, smarter, and more personalized support. Desk will be appear directly within the agent application.

Desk will contain the following features:

• Unified Customer Profile and Interaction History: View important customer information and interactions across voice and digital channels in one place for complete context.

• Enhanced Agent Experience: Personalize the desktop with customer data, notes, interaction history, and embedded workflows for greater efficiency.

• Tasks & Reminders: Stay on top of follow-ups with built-in task management. Create, assign, and track tasks or set reminders directly within Desk.

• Ticketing: Create, manage, and resolve tickets directly within Desk. Also, configure rules and queues for tickets.

• Scripting: Build agent scripts with real-time context and automated workflows.

• Accounts: Manage and organize accounts in a centralized view, enabling agents to quickly access related interactions, customers, tickets, and tasks by account.

Desk will require the purchase of an additional license.

Customer Request

UI Change

Availability

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

Real-Time Transcription

Agents will be able to view speech-to-text Also called STT, this process converts spoken language to text. transcriptions Written form of all or part of a voice or digital interaction. of calls in real time. They will appear in the Interaction Space. This will help when the contact's speech is difficult to understand. Only one page of transcription will be shown; agents will not be able to scroll up to see older utterances What a contact says or types.. This will only be available for one-on-one agent-to-contact calls.

Customer Request

UI Change

Availability

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

Enhanced Customer Card Generally Available

Currently, Enhanced Customer Card is in controlled release. In this release, it will become generally available.

Enhanced Customer Card (ECC) will provide customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that will help agents handle interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. When enabled, Enhanced Customer Card will displace the current Customer Card .

ECC will contain the following features:

• Customer Overview: Displays detailed customer information, including relevant custom fields, to help agents quickly identify and resolve contacts' The person interacting with an agent, IVR, or bot in your contact center. issues.

• Click-to-Contact Functions: Allows agents to quickly call, email, or SMS Short Message Service; also known as text messaging. a contact from the customer profile with a single button click.

• Interaction History: Displays previous interactions from multiple channels Various voice and digital communication mediums that facilitate customer interactions in a contact center., providing agents with a quick snapshot of a contact’s interaction history.

• Customer Notes: Allows agents to write and view customer notes.

• Customer List: Allows agents to search and view a list of all contacts within the organization to quickly access the correct customer information.

Customer Request

UI Change

Availability

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

Load Previous and Next Interactions

Agents will be able to load and view previous interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. with the same contact The person interacting with an agent, IVR, or bot in your contact center. on the same digital point of contact. Currently, this is only available for chat. In this release, it will be available for all private digital channels, including email. The following options will appear in the Interaction Space:

• Previous Contact: Open the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. that happened before the one currently open.

• Next Contact: Open the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. that happened after the one currently open.

To avoid confusion, the existing View Recent Messages option in the Interaction Space will be replaced with a down arrow . This arrow will jump to the most recent messages in the same interaction. For email, an up arrow to jump to the oldest messages in the thread will be available.

Customer Request

UI Change

Availability

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

Enhancements to the CRM Integration Experience

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

• Test Workflows with ENHANCED WORKFLOW EXECUTE : A testing page will be added to the ENHANCED WORKFLOW EXECUTE Studio action's wizard. You will be able to enter variables and test workflows. Success or error messages will appear after each test.

  Customer Request

  UI Change

  Availability

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

• Use ENHANCED WORKFLOW EXECUTE for Create Workflows: You will be able to use the ENHANCED WORKFLOW EXECUTE Studio action to configure Create workflows, not just Search workflows.

  Customer Request

  UI Change

  Availability

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

• Disable Screen Pop for Single Match: Currently, single match records Occurs when a Search workflow returns only one record. always open in the CRM. In this release, you will be able to disable this by setting the screenPop attribute in the Search workflow to false.

  Customer Request

  UI Change

  Availability

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

• Configure Workflow Caching: Currently, the results of all Search and Create workflows are cached. They appear in the customer card in the agent application. In this release, you will be able to disable this by setting a new attribute, cacheResponse, to false in the workflow. Returned and created records won't appear in the agent application.

  Customer Request

  UI Change

  Availability

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

• Update to Workflow Billing: You will be billed for CRM workflow overages. Each account will include 200,000 workflow uses per month. If you exceed this limit, overage charges will apply.

  Customer Request

  UI Change

  Availability

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

Accessibility Improvements

The following enhancements will be made to improve accessibility in Agent for Microsoft Teams:

• Improved field labels

• More detailed icon alt text

• Improved component announcements for the Information tab in Settings

• Better color contrast ratios for text

• Improved focus outlines for keyboard navigation

• New bypass block to quickly skip to main content using keyboard navigation

• Move Up and Move Down arrows for reordering search result columns using keyboard navigation

• JAWS and NVDA screen reader testing and verification

• Dragon voice command testing and verification

Customer Request

UI Change

Availability

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

Save & Redial from Outcome Window

The option to Save & Redial will be added to the Outcome panel for calls. Agents will be able to save the Disposition and Disposition Notes, then redial the contact The person interacting with an agent, IVR, or bot in your contact center. from the same window. This will allow agents to quickly reconnect with contacts when calls are interrupted.

Customer Request

UI Change

Availability

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

Skill Name in Interaction Notifications

Currently, Incoming Interaction pop-up notifications show the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. ID number. In this release, they will show the skill name instead. This will help agents understand what type of work they're assigned.

Customer Request

UI Change

Availability

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

New Region: South Africa

Agent for Microsoft Teams will be available in South Africa.

Customer Request

UI Change

Availability

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

Emergency Calling Disclaimer

A disclaimer will be added to the bottom of the launch screen. It will advise, "For an optimal emergency calling experience, an accurate address should be on file in the system for all agents."

Customer Request

UI Change

Availability

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

Agent for Service Cloud Voice

Apply Presence Sync Rules to Agents without State Assigned

Currently, bi-directional presence rules only apply to an agent if the states The availability status of an agent. you select are assigned to the agent's team. In this release, you will be able to turn off this requirement. Presence rules will apply to agents even if they don't have the selected states. They will be assigned the default available or unavailable state.

Customer Request

UI Change

Availability

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

Agent Integrated

Desk

Desk will be available in Agent Integrated. It will provide agents with a unified, omnichannel workspace. It will bring together customer interactions, data, and workflows into a single, seamless interface, giving agents what they need to deliver faster, smarter, and more personalized support. Desk will be appear directly within the agent application.

Desk will contain the following features:

• Unified Customer Profile and Interaction History: View important customer information and interactions across voice and digital channels in one place for complete context.

• Enhanced Agent Experience: Personalize the desktop with customer data, notes, interaction history, and embedded workflows for greater efficiency.

• Tasks & Reminders: Stay on top of follow-ups with built-in task management. Create, assign, and track tasks or set reminders directly within Desk.

• Ticketing: Create, manage, and resolve tickets directly within Desk. Also, configure rules and queues for tickets.

• Scripting: Build agent scripts with real-time context and automated workflows.

• Accounts: Manage and organize accounts in a centralized view, enabling agents to quickly access related interactions, customers, tickets, and tasks by account.

Desk will require the purchase of an additional license.

Customer Request

UI Change

Availability

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

Real-Time Transcription

Agents will be able to view speech-to-text Also called STT, this process converts spoken language to text. transcriptions Written form of all or part of a voice or digital interaction. of calls in real time. This will help when the contact's speech is difficult to understand. Only one page of transcription will be shown; agents will not be able to scroll up to see older utterances What a contact says or types.. This will only be available for one-on-one agent-to-contact calls.

Customer Request

UI Change

Availability

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

Enhanced Customer Card Generally Available

Currently, Enhanced Customer Card is in controlled release. In this release, it will become generally available.

Enhanced Customer Card (ECC) will provide customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that will help agents handle interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. When enabled, Enhanced Customer Card will displace the current Customer Card .

ECC will contain the following features:

• Customer Overview: Displays detailed customer information, including relevant custom fields, to help agents quickly identify and resolve contacts' The person interacting with an agent, IVR, or bot in your contact center. issues.

• Click-to-Contact Functions: Allows agents to quickly call, email, or SMS Short Message Service; also known as text messaging. a contact from the customer profile with a single button click.

• Interaction History: Displays previous interactions from multiple channels Various voice and digital communication mediums that facilitate customer interactions in a contact center., providing agents with a quick snapshot of a contact’s interaction history.

• Customer Notes: Allows agents to write and view customer notes.

• Customer List: Allows agents to search and view a list of all contacts within the organization to quickly access the correct customer information.

Customer Request

UI Change

Availability

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

Load Previous and Next Interactions

Agents will be able to load and view previous interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. with the same contact The person interacting with an agent, IVR, or bot in your contact center. on the same digital point of contact. Currently, this is only available for chat. In this release, it will be available for all private digital channels, including email. The following options will appear:

• Previous Contact: Open the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. that happened before the one currently open.

• Next Contact: Open the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. that happened after the one currently open.

To avoid confusion, the existing View Recent Messages option will be replaced with a down arrow . This arrow will jump to the most recent messages in the same interaction. For email, an up arrow to jump to the oldest messages in the thread will be available.

Customer Request

UI Change

Availability

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

Enhancements to the CRM Integration Experience

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

• Test Workflows with ENHANCED WORKFLOW EXECUTE : A testing page will be added to the ENHANCED WORKFLOW EXECUTE Studio action's wizard. You will be able to enter variables and test workflows. Success or error messages will appear after each test.

  Customer Request

  UI Change

  Availability

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

• Use ENHANCED WORKFLOW EXECUTE for Create Workflows: You will be able to use the ENHANCED WORKFLOW EXECUTE Studio action to configure Create workflows, not just Search workflows.

  Customer Request

  UI Change

  Availability

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

• Disable Screen Pop for Single Match: Currently, single match records Occurs when a Search workflow returns only one record. always open in the CRM. In this release, you will be able to disable this by setting the screenPop attribute in the Search workflow to false.

  Customer Request

  UI Change

  Availability

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

• Configure Workflow Caching: Currently, the results of all Search and Create workflows are cached. They appear in the customer card in the agent application. In this release, you will be able to disable this by setting a new attribute, cacheResponse, to false in the workflow. Returned and created records won't appear in the agent application.

  Customer Request

  UI Change

  Availability

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

• Update to Workflow Billing: You will be billed for CRM workflow overages. Each account will include 200,000 workflow uses per month. If you exceed this limit, overage charges will apply.

  Customer Request

  UI Change

  Availability

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

Accessibility Improvements

The following enhancements will be made to improve accessibility in Agent Integrated:

• Improved field labels

• More detailed icon alt text

• Improved component announcements for the Information tab in Settings

• Better color contrast ratios for text

• Improved focus outlines for keyboard navigation

• New bypass block to quickly skip to main content using keyboard navigation

• Move Up and Move Down arrows for reordering search result columns using keyboard navigation

• JAWS and NVDA screen reader testing and verification

• Dragon voice command testing and verification

Customer Request

UI Change

Availability

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

Save & Redial from Outcome Window

The option to Save & Redial will be added to the Outcome panel for calls. Agents will be able to save the Disposition and Disposition Notes, then redial the contact The person interacting with an agent, IVR, or bot in your contact center. from the same window. This will allow agents to quickly reconnect with contacts when calls are interrupted.

Customer Request

UI Change

Availability

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

Skill Name in Interaction Notifications

Currently, Incoming Interaction pop-up notifications show the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. ID number. In this release, they will show the skill name instead. This will help agents understand what type of work they're assigned.

Customer Request

UI Change

Availability

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

New Region: South Africa

Agent Integrated will be available in South Africa.

Customer Request

UI Change

Availability

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

Emergency Calling Disclaimer

A disclaimer will be added to the bottom of the launch screen. It will advise, "For an optimal emergency calling experience, an accurate address should be on file in the system for all agents."

Customer Request

UI Change

Availability

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

API

Time Zone Validation for Creating and Updating Users

The APIs for creating and updating users will validate the time zone format. These APIs will require time zones to be in IANA format. If your integration uses the APIs listed below, review the setup to ensure they use the correct time zone format.

• POST /user-management/v1/users

• PUT /user-management/v1/users

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

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

Security Context

CXone Mpower will have a new concept called Security Context. This will be a combination of role information, permissions, views, and so forth. This overall context determines what data a user (or application) can access and which features or apps render in the UI. During the authentication process, a securityContextId will be returned in the access token.

This is not a breaking change. It is an optional method of accessing user authorization data. For example, if you use the /roles/search API to retrieve this data, you may want to switch to the new Security Context method.

Customer Request

UI Change

Breaking Change

Impacted Versions

-

Availability

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

RSA Key Rotation

If you built an integration using CXone Mpower APIs, check that your authentication process supports RSA key rotation. CXone Mpower signs access and ID tokens with an RSA key. You can use the /auth/jwks API to validate this key. Your validation process should be dynamic, ensuring your app continues working when NiCE rotates its RSA keys. You should not hard-code RSA keys, nor store them in a wallet or other storage location. This will help your application meet current security standards.

Customer Request

UI Change

Breaking Change

Impacted Versions

All

Availability

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

API for Activity Audit Report Data

You will be able to use a new API Application Programming Interface. Allows you to automate certain functionality by connecting your CXone Mpower system with other software. to access data from the Activity Audit report. That report data includes general activity data from your CXone Mpower system. For example, you will be able to pull data on username changes during a specific time period. The API will support a maximum date range of 30 days. It will only retrieve data that is at least 24 hours old. It will return data for all the products you've purchased. There will be no limit to how many data points one request can return.

Documentation for this API will be available on the developer portal .

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

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

Programmatically Register Single-Tenant Applications

A new set of APIs will let you programmatically register single-tenant applications with NiCE. This will speed up the process of integrating with CXone Mpower. Instead of waiting on the existing manual process, you will be able to define details about your integration and quickly receive authentication credentials after approval by NiCE.

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

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

Autopilot

Expanded TTS Support and Bring Your Own (BYO) License for Autopilot and Autopilot Amelia

In this release, further details are provided on the broader range of text-to-speech (TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.) providers with Autopilot and Autopilot Amelia, including both standard and premium options.

Autopilot will support a default set of TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. versions such as Omilia native, Google Standard, WaveNet, Neural2, Microsoft Neural, AWS Standard, and Neural voices within the standard pricing of Autopilot Voice SKUs. For Autopilot premium TTS versions like ElevenLabs, Google (Chirp3, Polyglot, Studio, and so on), Microsoft Neural HD, and AWS Generative voices, you will be able to bring your own license by setting up a direct agreement with the TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. provider.

Autopilot Amelia will also support a default set of Google TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. versions: Standard, WaveNet, Neural2, and Polyglot. For Autopilot Amelia premium TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. versions like ElevenLabs, Deepgram, Google (Instant Custom, Studio and so on), Microsoft Neural, and Neural HD, you will be able to bring your own license by setting up a direct agreement with the TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. provider.

This approach will enable you to integrate high-quality voices while maintaining Autopilot’s per-session pricing. Whether you are using Autopilot Omilia or Autopilot Amelia, you will be able to configure supported TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. options and BYO licenses to deliver the best possible voice experience to your users.

Customer Request

UI Change

Availability

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

AutoSummary

Expanded Language Support

In this release, Copilot's AutoSummary feature will support multiple languages. You will be able to view summaries, sentiments, and final summary activities in German, Dutch, French, Japanese, Italian, and Welsh. This update will make it easier for agents to understand and interact with customer conversations in their native languages.

Customer Request

UI Change

Availability

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

AutoSummary Support in UK Sovereign

In this release, Copilot will support AutoSummary in the UK Sovereign Cloud, helping meet security and compliance needs for UK public sector and healthcare environments. Additionally, CXone Mpower transcription will support the Welsh language, aligning with UK-specific requirements.

Customer Request

UI Change

Availability

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

Bot Builder

Agent Builder Will Be Renamed as Bot Builder

Currently, the product is named Agent Builder. In this release, the product will be renamed to Bot Builder.

Customer Request

UI Change

Availability

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

Multi-turn Conversations in the Flow Designer

Currently, when creating a flow by using the Bot Builder, you are limited to a single prompt to generate the flow. In this release, you will be able to further fine tune the flow by building on the first prompt. You can ask for further customization, ask for an explanation of the intents and scripts, and so on, until you are satisfied with the flow.

Customer Request

UI Change

Availability

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

Advanced Flow Testing with JSON Payloads

Currently, you design the flow in Bot Builder, and then enable the flow in the Virtual Agent Hub where you can test the flow intents. In this release, you will be able to test the intents directly in the Bot Builder without involving the Virtual Agent Hub. You will be able to test agent flows in real time using the Talk–To–Your-Bot chat interface. You will be able to pick a flow, provide input as a JSON file, and interact with it in the same way a live customer interacts.

Customer Request

UI Change

Availability

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

Copilot in Script Editor Enhancements

In this release, you will be able to use Copilot directly inside the Bot Builder’s script editor to create and improve bot scripts using plain English. Instead of writing code manually, you can simply type instructions like “Add a condition to handle invalid inputs,” and Copilot will update the script for you. You can suggest improvements or make changes to specific lines of the script.

Customer Request

UI Change

Availability

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

Cloud Storage Services

Advanced File Scan

The file upload service lets you upload files for various purposes. It scans the files and prevents malicious files from being uploaded. Currently, the file size limit is 20 MB. In this release, the limit will increase to 100MB for those who have enabled the advanced file scan feature.

To enable it, you will need to contact your CXone Mpower Account Representative.

Customer Request

UI Change

Availability

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

Copilot for Agents

Copilot Rules Engine for Real-Time Agent Suggestions

In this release, you will be able to use the new Copilot Rules Engine, introduced as part of the AI Manager, to automatically show agents helpful suggestions based on keywords, timing, or both. You will be able to create and manage rules and assign them to Copilot profiles. Each profile can include up to 100 rules, and rules can be reused across multiple profiles for greater flexibility. The system will monitor conversations in real time and trigger the appropriate rule when needed ensuring agents receive timely, context-aware guidance.

In this release, you will also be able to track rule usage and performance in the Observability Dashboard, to help you optimize agent support and rule effectiveness.

Customer Request

UI Change

Availability

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

Creating and Managing Text Cards and Decision Tree Interviews with Elements

In this release, Copilot for Agents has introduced a new section Elements as part of the AI Manager, where you will be able to create reusable assets for Copilot.

You will be able to build Text Cards and Decision Tree Interviews that appear during voice or digital interactions, helping agents respond quickly and accurately. You will also be able to manage these elements such as rename, copy, preview, or deactivate them at any time.

Text Cards:

Customer Request

UI Change

Availability

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

Decision Tree Interviews:

Customer Request

UI Change

Availability

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

Creating Custom Adaptive Cards with Elements

In this release, you will be able to create reusable cards with a customizable layout using the Adaptive Card standard. These are defined in the Elements section as part of the AI Manager and can be used to send custom, read-only, non-interactive information cards to agents using Copilot to display key customer details like alerts, account status, or product availability. Cards will appear in the Copilot stream.

Customer Request

UI Change

Availability

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

Copilot for Engagement Hub - Multi- ACD Support

Previously, available for Cisco, this release will enable you to use Copilot for Agents even if your contact center runs on a third-party Automatic Call Distributor ( ACD) platform. Copilot will appear as a stand-alone pop-up screen on your desktop, giving you real-time help during calls, like summaries, sentiment analysis, and knowledge suggestions. You will also get an AutoSummary at the end of each call, which you can edit and save to your customer relationship management platform.

Customer Request

UI Change

Availability

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

Expanded Language Support

In this release, Copilot for Agents will support new output languages including Japanese, Italian, Welsh, Swedish, Korean, Norwegian, Finnish, Chinese Simplified and Chinese Traditional. This update applies to both the Copilot Profile and the GenAI Prompt Editor, making it easier to customize responses based on your customer’s region.

Customer Request

UI Change

Availability

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

Copilot for Supervisors

Additional Language Support

Copilot for Supervisors will support additional languages: French, Brazilian Portuguese, German, Dutch, Spanish, and Italian.

While this update adds broader language coverage, Conversational Panel inquiries and Urgent Assist will remain limited to English in this release.

Customer Request

UI Change

Availability

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

Customer Sentiment Alignment

Customer sentiment will transition to an LLM-based model, ensuring consistency with the sentiment insights shown in Copilot for Agents and providing supervisors with more accurate, aligned insights.

Customer Request

UI Change

Availability

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

Conversational Panel Enhancement

The Conversational Panel will leverage an upgraded data engine to deliver more accurate and comprehensive answers across a wider set of metrics.

In addition, clearer error messages will guide users to refine their inquiries, improving efficiency and usability.

Customer Request

UI Change

Availability

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

Dashboard

Enhanced Reporting Experience

We will introduce important updates that will make Dashboards and Reports more distinct, easier to use, and better suited for their respective purposes.

What will change:

• Clear separation of Dashboards and Reports — each will have its own behaviors and visuals.

In the Reporting section, users will:

• Experience flexible exploration — you will be able to make temporary changes (filters, dates, sorting, views) without needing to save.

• Benefit from smart auto-save for sessions — your working state will be remembered until you choose to reset.

• Save only when needed — structural edits (adding or removing widgets, layout changes) will prompt you to create a custom report saved to the My Reports tab.

• Use version control for Prebuilt Reports — when updates are released, you will receive a notification and will be able to choose to adopt the new version for your custom reports previously saved to the My Reports tab.

• Access Reset & Rerun controls — reset will restore the original setup, while rerun will refresh the data with a timestamp.

• Removal of auto-refresh on open — reports will load only when you choose to do so.

This will mean:

• Dashboards will remain focused on real-time monitoring. The prebuilt report templates will be removed from Dashboards and relocated under Reports.

• Reports will become a flexible space for analysis and exploration, without requiring immediate saves.

• Users will gain control over when and how changes are saved.

These updates will improve usability, flexibility, and clarity in reporting.

Customer Request

UI Change

Availability

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

Prebuilt Reports

The Prebuilt Reports tab will offer reports for both QM and Omnichannel data. These will include Abandons by Skills, Evaluation by Section, and Question, Callback Details, and more.

Customer Request

UI Change

Availability

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

Create Tag Report by Skill

A new report will show tag names and counts by skill, making it easier to track tag usage and performance.

Customer Request

UI Change

Availability

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

Agent List Widget: Expand/Collapse All

Users will be able to expand or collapse all agent rows at once, saving time when viewing agent contact states.

Customer Request

UI Change

Availability

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

New Widget: Agent Contact View

Users will be able to view data in near real time to help track logged-in agents more efficiently.

Customer Request

UI Change

Availability

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

Global Filters

You will be able to filter your entire dashboard Named view of one or more widgets. with one click. You'll save time by applying filters across all widgets Graphical representation of data that meets specified filter criteria. simultaneously, instead of adjusting them one by one. Whether you're working with existing widgets or adding new ones, your filter settings will automatically apply across all dashboards.

Customer Request

UI Change

Availability

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

Frustration Widget Link to Interaction Analytics

You will be able to open the Interaction Analytics application directly from the Frustration widget. When you use the link, it will keep your current filters and context so you won’t need to reset them. This will help you move from summary data to detailed analysis more easily.

Customer Request

UI Change

Availability

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

New ASA Metrics Without Callback Time

This release will add two new metrics to improve wait time measurement. These updates will help provide a more accurate view of performance and support better staffing decisions.

The first metric, ASA without Callback Time, will show the average time inbound contacts The person interacting with an agent, IVR, or bot in your contact center. wait in queue, excluding any time spent on virtual callback holds. The second, Speed of Answer without Callback Time, will measure total queue time for inbound contacts, also subtracting callback hold durations.

These changes will ensure that ASA reporting better represents the actual wait experience for customers.

Customer Request

UI Change

Availability

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

Dashboard Localization

The Dashboard will soon support full localization across all interface elements and data labels. This update will make it easier for users around the world to navigate and understand the dashboard in their preferred language. Translations will include metric State that allows an agent to complete work requirements after finishing an interaction. names, modals, tooltips, legends, agent and contact states, channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. names, filter labels, settings, error messages, refresh timers, and system labels.

Customer Request

UI Change

Availability

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

New Quality Evaluations Widget

A new QM widget, Quality Evaluations, will provide a structured, table-based view for detailed quality management evaluations.

You will be able to select your preferred report set, such as Evaluation Details, Evaluation Question Details, and Evaluation Question and Answer Details, for a comprehensive, structured view.

Customer Request

UI Change

Availability

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

Channel View in Quality Score Widgets

The Quality Score widget will now feature a streamlined Channel View. It will offer you valuable insights into how quality scores vary across different communication channels such as email, chat, and phone. This view will help you identify the channels that may be influencing performance and enable more targeted and effective improvements.

Customer Request

UI Change

Availability

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

New Coaching Widget

This release will introduce a new Coaching widget, KPI Trend and Coaching Events. This widget will help you connect coaching efforts with performance outcomes. By integrating coaching events with metric trends, you will see a visual representation of how coaching impacts key performance indicators. This will support you in refining coaching strategies and improving team performance. You will require a Performance Management (Native) license for this widget.

Customer Request

UI Change

Availability

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

New PM Widgets for Gamification

Two new PM widgets will be introduced to enhance visibility into gamification performance. These widgets will require a PM license:

• Game Tracker: This widget will allow supervisors to monitor agent participation in ongoing and recently completed games through a card-based interface. It will provide insights into progress, rankings, milestones, and goals, with layouts tailored to different game types. All PM games will be supported.

• My Ranking: This widget will display current standings (either individual- or team-based) across six assigned metrics. Filtering will be available at the single team or agent level, offering a focused view of performance.

Customer Request

UI Change

Availability

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

Enhanced Dashboard Experience

You'll be able to see clearer and more readable widget titles across all screen sizes. Long titles will be smartly shortened, with full details available when you hover over them. This update will make it easier for you to quickly scan and understand your widget information at a glance.

Customer Request

UI Change

Availability

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

Migration to New Architecture

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

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

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

• You will be able to see enhancements in the Agent State and Contact State widgets, which use the new Unified Agent State and Mixed Contact State models.

Customers and partners will be able to find the right resources to prepare for the migration to the new CXone MpowerDashboard from these communities:

• Customer community

• Partner community

Customer Request

UI Change

Availability

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

Desktop Discovery

Configuration Details View

The Configuration Update feature will allow admins and supervisors to view configuration and assignment details.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

DEVone Integrations

Pindrop

Voice Authentication and Fraud Detection

The Pindrop integration is now live. Pindrop brings advanced voice authentication and fraud detection capabilities to CXone Mpower.

Key Features:

• Voice Biometrics & Fraud Detection: Pindrop’s platform analyzes call audio to verify identity and flag suspicious behavior.

• Modular Services:

  • Protect: Real-time voice authentication.

  • Passport: Identity verification across channels.

  • Pulse: Risk scoring and fraud analytics.

  • Fraud Assist: AI-driven case handling for fraud analysts.

• Call Capture: CXone Mpower facilitates audio transport to Pindrop via a prebuilt module, supporting up to 13,000 concurrent calls.

• Custom Implementation: Scoped per organization, with timelines ranging from 6 to 36 weeks. Multi-phase deployments are common.

• Compliance Support: Pindrop handles legal considerations around voice biometrics, including consent, HIPAA, and BAA documentation.

Customer Request

UI Change

Availability

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

Digital Experience

Default Skill Required for Digital Skills

All interactions will need to have a default skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. associated with a point of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address.. Data management and reporting will require skill association for all interactions. Default skills will always be assigned to interactions when they are first created but otherwise are treated the same as other skills for routing. WFA will also treat default skills like any other skill. A new field, Is Default Skill, will appear on the Details tab for digital ACD Skills. You will not need to configure this field during skill creation. It will appear automatically in the Details tab to indicate whether a skill is marked as default.

Customer Request

UI Change

Availability

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

Decommissioning Legacy Digital UI

The legacy CRM tab and Care page, found under Others > Digital, will not be visible if you are new to Digital Engagement or switching from legacy omnichannel messaging to Digital Experience. This update will not affect existing systems already enabled for Digital Engagement. Eventually, the CRM and Care sections will be removed to create a unified experience for all digital and omnichannel users.

Customer Request

UI Change

Availability

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

Regional Availability

Digital Experience services will be available in South Africa.

Customer Request

UI Change

Availability

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

Enhancement to REQAGENT Studio Action

A new property called Target Agent will be available for the REQAGENT Studio action for digital scripts. You will also be able to configure routing attributes Custom traits you can create and assign to agents for use in routing scripts in digital scripts.

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

Customer Request

UI Change

Availability

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

Support Typing Indicator Events for BYOC

Bring Your Own Channel integrations will support typing indicators, showing contacts when an agent is typing.

Customer Request

UI Change

Availability

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

Capacity Management Enhancements

A new mechanism will control how many digital scripts can run with digital interactions at once. If too many interactions enter the system, those that exceed the script limits will wait in a hopper, a temporary storage area, until there's room. You cannot manually update the status of interactions in the hopper or use a WFA job to do so. But new messages can still be added to these interactions. The status just won't update until the interaction leaves the hopper. This will protect the capacity of the routing system and ensure contacts are handled in a timely manner. This update won't impact your routing performance unless your contact center often reaches the capacity limit.

Customer Request

UI Change

Availability

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

Manually Selected Contacts Included in Contact Count

Currently, when an agent manually selects a digital Any channel, contact, or skill associated with Digital Experience.contact The person interacting with an agent, IVR, or bot in your contact center. to handle, it isn't added to their total contact count. In this release, manually selected digital contacts will be included in the agent's total contact count. This change will provide a more accurate count of how many contacts agents handle and helps prevent them from being incorrectly marked as below threshold.

Customer Request

UI Change

Availability

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

Configure Reply-To Settings

The Reply-to address determines which domain email replies are sent to. It lets you receive replies at a different address than the one used to send messages. This can be helpful for gathering and categorizing messages. However, when configured incorrectly, it can make different contacts look like they share the same email address. This can cause confusion and lead to emails from different senders being assigned to the same customer card.

To resolve this issue, you will be able to overwrite the existing customer card ID and To address. This will let you decide which email address to use in the customer card to identify and respond to the contact. This will help fix issues with generic or duplicate From addresses. Using this feature requires advanced email knowledge and experience. Contact your CXone Mpower Account Representative for help.

Customer Request

UI Change

Availability

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

Configure Email Tracking

Currently, email tracking is enabled for all customers by default. In this release, you will be able to enable or disable tracking for CXone email at the channel level. This will allow you to control what data is collected from messages.

Customer Request

UI Change

Availability

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

Secured Cookies Chat Authentication

Customer authentication for chat messaging allows Digital Experience to identify a contact and protect their information, even if they use different devices over the course of a conversation. Currently, digital chat messaging channels provide three ways to complete Authentication: Anonymous, Secured Cookie, and 3rd party OAuth. In this release, Secured Cookie will be the default authentication option if you are new to setting up Digital Engagement. This option offers the best data security by controlling how long chat data remains available.

Customer Request

UI Change

Availability

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

Fallback Image for Images Not Supported by Browser

A placeholder icon will display if your browser does not support an image sent in a live chat or chat messaging session.

Customer Request

UI Change

Availability

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

Apple Messages for Business Support for Large Messages

Agents will be able to send and receive messages as large as 100 MB. If a message from either the agent or contact exceeds this limit, an error message will display.

Customer Request

UI Change

Availability

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

App Clip for Apple Messages for Business

Apple has a feature called App Clip that allows you to access services from another application without downloading it. App Clip will allow you to do things like pay for parking, order food, or buy tickets without installing a separate app to complete those actions. Digital Experience will now support this feature.

Customer Request

UI Change

Availability

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

Mobile SDK

Inactivity Popups

The Mobile SDK will support inactivity popups. These popups notify contacts that the chat will soon close due to inactivity. If you use the default UI, the SDK will automatically handle these popups, so your developers will not need to implement this feature. Instead, the popup can be configured in the CXone Mpower interface. If you have a custom UI, you need to configure the popups in CXone Mpower and implement them in your UI. In this case, the documentation in the SDK repository will contain a use case to showcase these popups.

Customer Request

UI Change

Availability

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

Improved Error Notifications

Errors in the chat will be categorized into three types. The Mobile SDK will handle the issue differently, depending on the type. This will improve the user experience by notifying contacts appropriately and only when necessary.

Learn more about the three categories

The categories indicate the level of severity:

• Do Nothing: The error is logged.

• Low Group: Displays an error message in the UI and lets the chat continue. The SDK does not disconnect. Instead, the contact sees a Continue button. An example error is if a voice message cannot be handled.

• High Group: Displays an error message in the UI and disconnects the chat. The contact sees a Disconnect button. An example error is if the channel cannot be loaded.

Customer Request

UI Change

Availability

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

Expert

Enhanced Editor Availability Expansion

Currently, the enhanced editor is available in a controlled release. In this release, it will become generally available. It will feature a modern interface and built-in generative AI Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. tools to improve content creation. Authors will be able to use the ExpertAI Assistant to generate new content, simplify or summarize text, and adjust tone or style, all within the platform. Infrastructure upgrades and back-end improvements will support smoother editing.

The editor will be enabled by configuration keys for new sites and can be activated for existing sites upon request. You will need to take action to enable it, with support available through the CXone Mpower Expert Support team. This feature will help users create content faster and reduce the need for external tools.

Customer Request

UI Change

Availability

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

Editor Advanced Features

All users will automatically have access to advanced editing tools. These will include options to disable formatting tools, apply custom styles, and use a source code editor with syntax highlighting and dark or light modes. Other enhancements include:

• Advanced conditional content controls

• Manual redirect setup from the UI

• Customizable spellcheck dictionary

• Visual color picker for text and background colors

These features improve workflow, reduce reliance on technical support, and help teams work more efficiently.

Customer Request

UI Change

Availability

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

Content Adequacy Report

This report will help teams verify if their content answers key questions expected in GenSearch. Users will upload a list of questions, and the system will return a yes or no for each one based on content coverage. The report will be available in the Expert user hub once enabled, and it will include UI and reporting updates.

This tool will help teams identify content gaps and prepare for generative search, ensuring users get accurate answers.

Customer Request

UI Change

Availability

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

Cornerstone Content Report

This report will highlight the most important and frequently used content in your knowledge base. It will show top-performing articles, content used by generative AI, and high-traffic items that haven’t been updated recently. Engagement metrics Statistics you can measure to keep track of your contact center. like time on page and scroll depth will help teams understand content value.

Available in the Expert user hub once enabled, this report will include UI and reporting updates. It will help teams focus on high-impact content, improving AI results, and user satisfaction.

Customer Request

UI Change

Availability

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

GenSearch in the CRM Touchpoint

GenSearch will be integrated into the CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. touchpoint A place where you embed your Expert content. You can integrate it into a web property or application., allowing agents to ask natural language questions and receive generative responses based on the knowledge base. These responses will include sourced articles that can be linked directly to support cases. GenSearch will be available in the Expert user hub once enabled. It will not be available for non-CXone Mpower customers. This feature will reduce agent effort and improve the speed and quality of customer support.

Customer Request

UI Change

Availability

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

Feedback Management

SFTP URL Change

If you use SFTP for Feedback Management, you must update your SFTP address before you receive the 25.4 Feedback Management update. Your current URL will no longer work after the update, so changing it soon will ensure a smooth transition and uninterrupted service.

• Current URL: sftp://yourcompany.satmetrix.com:22

• New URL: sftp://sftp.yourcompany.satmetrix.com:22

If you have questions, contact your CXone Mpower Account Representative.

Customer Request

UI Change

Availability

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

Web Survey Accessibility

Web surveys will be updated to meet global accessibility standards, including the Web Content Accessibility Guidelines (WCAG). These updates will make surveys easier to use for people with visual, motor, and cognitive disabilities. Improvements will include support for screen readers, keyboard navigation, high-contrast color options, and better labeling of mandatory questions. You will also be able to add alt text to images and choose vertical layouts for scale questions on mobile devices.

Most existing surveys will be updated automatically. New configuration options will be available for further customization. These changes will help you reach a wider audience and meet legal and ethical accessibility standards.

Customer Request

UI Change

Availability

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

Comment Profanity Masking

Profanity masking will automatically redact offensive language in open-ended survey responses. This will help maintain a respectful environment for staff reviewing feedback. You will be able to manage a custom keyword list for each survey language. Masking will apply only to new comments, but you will still be able to view the original text if needed.

This feature will be enabled by a system setting and will work with both text and IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. survey comments. Audio recordings of the redacted comments will be hidden from playback in IVR surveys and clearly marked in the interface.

Customer Request

UI Change

Availability

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

Regional Expansion

Feedback Management will become available in UK sovereign cloud configurations.

Customer Request

UI Change

Availability

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

Data Deletion Improvements

The data deletion process will be faster and support better data governance. You will be able to delete invitations, responses, and contact records that are older than the configured retention period. To adjust the retention period, you will select a value between 3 and 60 months based on your organization's requirements. By default, records older than 36 months will be eligible for deletion. Deletion jobs will run automatically based on system volume. Opted-out contacts The person interacting with an agent, IVR, or bot in your contact center. will be deleted but their opt-out status will be saved.

These updates will simplify data management and ensure compliance with retention policies.

Customer Request

UI Change

Availability

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

Autosubmit Survey After Last Question

Short surveys will support automatic submission after the final question is answered, with no need to click a submit button. Instead, the last question, which is usually a comment or multiple-choice question, will act as the final step. This feature will be enabled through a new survey property setting.

You will also be able to customize the label of the survey submission button using the Manage Translations page. To help guide respondents, you will also be able to add a short message above the final question to let users know their response will be submitted right away. This feature makes short surveys faster and easier to complete, boosting response rates and user satisfaction.

Customer Request

UI Change

Availability

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

No Send Rule Change

Currently, you can configure a survey no send rule for a maximum of 9,999 days. In this release, the maximum will be 365 days.

Customer Request

UI Change

Availability

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

Expanded Language Support for ElevateAI

ElevateAI will support more languages, offering a localized experience for global users. See the ElevateAI documentation for a full list of supported languages.

Customer Request

UI Change

Availability

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

GenAI Prompt Editor

Prompt Editor Tenant Segmentation Support

In this release, you will be able to organize and manage prompts in the GenAI Prompt Editor based on tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system. segmentation. This means you can group prompts by division or business unit, making it easier to control who sees and edits the prompts. You will be able to create and share prompt profiles by division. Set permissions so users can either view or edit prompts based on their role and tenant. You will only see prompts relevant to your tenant. This feature will only be available to tenants that have tenant segmentation enabled.

Customer Request

UI Change

Availability

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

Use Variables in Prompt Editor Use Case Templates

In this release, you will be able to add variables to your prompt templates in GenAI Prompt Editor. These variables will pull in real-time data like case numbers, product names, or customer details from the system, so your prompts can be more personalized and accurate. You will also be able to set fallback text in case some data is missing, and preview how your prompts will look before publishing.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Guide

Web Assistant Usability Enhancements

In this release, you will see several improvements to the Web Assistant designed to enhance usability and customer experience. These include clearer toast messages, refined rule layouts, an updated color scheme, and a more visible Guide connectivity status. The user interface will also offer improved error messaging and handling, helping you quickly identify and respond to connection issues.

Customer Request

UI Change

Availability

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

Improved Support for Single Page Applications

If your website is designed as a Single Page Application (SPA), it behaves as if it consists of a single page even when users navigate between different views. Currently, the Guide rules engine does not consistently recognize these dynamic page transitions, which means that the rules will not re-fire after a transition.

In this release, Guide will introduce an enhanced SPA support. A new parameter resetRulesOnNewPage will be added to the Guide initialization code in the webpage header. When enabled, this parameter will enable Guide to detect dynamic page transitions and re-evaluate all rules, including those with static conditions, immediately after a transition. This ensures that rules which have already been fired will now be fired again when the page context changes dynamically.

To enable this functionality, you will have to manually add the resetRulesOnNewPage parameter to the Guide initialization code in your SPA’s header.

Customer Request

UI Change

Availability

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

Date and Time Condition Will Be Evaluated Statically

Currently, the Date and Time condition is evaluated statically, meaning it can only trigger on page load or refresh. In this release, the condition will be enhanced to support dynamic evaluation. This means the condition will now fire automatically as soon as the specified Date and Time is met, without requiring any user interaction, page load, or refresh.

Customer Request

UI Change

Availability

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

Integration Hub

Audit History

Each connection in Integration Hub will have a change log. Any time a connection is created or updated, the following details will be logged:

• Date: The date the change was made.

• Modified By: Who made the change.

• Profile Name: The name of the connection.

• Action: What occurred, like whether a connection was created or modified.

Users will be able to access this log from a new Audit button in the connection's settings.

Customer Request

UI Change

Availability

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

Regional Availability

Integration Hub will be available in South Africa and EU sovereign cloud configurations.

Customer Request

UI Change

Availability

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

Interaction Analytics

AI Filtering with Natural Language Prompts

An AI filtering tool will automatically apply filters for you based on prompts you enter. This will help save time spent manually configuring filters. It will also figure out which filters need to be applied based on your interests. You will also be able to save the AI filter results as a saved search. This will help you identify interactions you want faster with less trial and error.

Customer Request

UI Change

Availability

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

Regional Availability

Interaction Analytics will be available in South Africa. However, AutoSummary will not be supported for this region yet. So, no autosummaries will appear in the Notes section of interaction transcripts for this region yet.

Customer Request

UI Change

Availability

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

Topic AI Editor Moving to AI Studio

Currently, Topic AI Editor is accessible from the Language Model in IA. In this release, Topic AI Editor will move to the AI Studio in the Admin application.

For more details, select the Topic AI Editor filter on the top right.

Customer Request

UI Change

Availability

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

Interactions Hub - Data Policies

Export Policy

The new Export policy will enable bulk data exports. It will use a flexible and dynamic user interface, including recurring export requests. It will also ensure compatibility with the different customers’ requirements, agreements, and policies.

Customer Request

UI Change

Availability

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

Public API – Retention Change

You will be able to create and manage Retention Change policies automatically using an API, without using the Data Policies user interface. This will help you connect retention change actions with your internal systems.

Customer Request

UI Change

Availability

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

Advanced Comparison Operators for Business Data

New comparison operators will be added to policy criteria. These operators will let users filter business data more precisely, using text matches. This will reduce manual work.

Customer Request

UI Change

Availability

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

Policy Templates

Data Policies will suggest policies based on a range of use cases. This will help you get started faster and explore more policy options.

Customer Request

UI Change

Availability

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

Migrated Calls

Multi-Region Storage

Support for Multi-Region Storage will be available for Migrated Calls. Tenants with a Multi-Region Storage license will be able to select their preferred region for archiving their media.

Customer Request

UI Change

Availability

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

Enhanced Data Filters

Search filters in Migrated Interactions will now support text-based filters for the additional operators: Equals, Contains, Starts with and Ends with. This will allow for more flexible and precise search queries.

Customer Request

UI Change

Availability

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

Partner Applications

Adapters

Static IPs to Allow for Networking

The Adapters application will add static IPs for network traffic. This will help you meet security policies that require you to add these IPs to your network’s allow list. It will also let you bypass MFA Requires a second verification method, like a code from an authenticator app or SMS, in addition to a password. This reduces the risk of unauthorized access if credentials are compromised. requirements with certain other platforms.

You are not required to add these IPs to an allow list. Existing Presence Sync and Directory Sync setups will continue to function without issue.

View IPs for syncing with Microsoft Teams, RingCentral, Salesforce, and Zoom

If you want to add these IPs to your network's allow list, you only need to add the IPs listed for the region in which your CXone Mpower platform is hosted.

Cluster	IP Addresses
North America - USA	54.68.35.151 34.216.236.236
Canada	52.60.48.124 3.96.243.91
EU	35.156.88.160 52.28.242.63
UK - London	18.133.168.73 3.11.40.212
Australia	52.63.35.19 52.62.116.242
Japan - Tokyo	54.95.126.186 3.114.131.167
Japan - Osaka	15.168.75.95 15.168.21.255
Korea - Seoul	3.39.57.171 3.39.197.4
UAE	3.29.44.207 3.29.101.18
FedRAMP	52.7.87.136 52.5.90.138

View IPs for syncing with Azure Communication Services

If you want to add these IPs to your network's allow list, you only need to add the IPs listed for the region in which your CXone Mpower platform is hosted.

Cluster	IP Addresses
North America - USA	44.235.174.101 44.231.33.76 34.215.252.4
Canada	3.98.88.142 15.223.128.170 99.79.143.209
EU	3.64.181.164 18.193.204.252 18.193.63.197
UK - London	18.132.85.173 18.168.126.74 18.134.39.137
Australia	3.24.37.98 54.206.248.157 3.104.51.206
Japan - Tokyo	54.238.125.11 52.68.33.109 52.194.103.211
Japan - Osaka	15.152.203.110 15.168.83.100 15.168.106.69
Korea - Seoul	13.125.9.254 13.124.18.185 43.203.109.152
UAE	3.29.104.18 3.29.140.199 3.29.44.216
FedRAMP	52.205.158.41 3.216.11.172 44.205.151.71

Customer Request

UI Change

Availability

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

Performance Management (Native)

Metrics Quick Link in PM (Native) App

Admins will be able to create custom metrics directly from the PM (Native) app without switching to the Metrics app.

This feature requires a PM – Insights license to activate.

Customer Request

UI Change

Availability

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

Snapshot Metrics

Admins will be able to create snapshot metrics showing real-time running totals that are essential for live performance monitoring. Snapshot metrics may consist of one or more components but will not be tied to specific dates.

This feature requires a PM – Insights license to activate.

Customer Request

UI Change

Availability

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

Coaching Manager Quick Link in PM (Native) App

Coaches will be able to manage coaching sessions directly from the PM (Native) app without switching to the Coaching app.

This feature requires a PM – Act license to activate.

Customer Request

UI Change

Availability

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

Left-nav Menu Item Updates

The PM (Native) app's Left-nav menu will be reorganized. Items will be grouped by module - Insights, Gamification, Coaching, Desktop Discovery, or Data Management - to make navigation more intuitive and provide clear visibility into PM (Native) offerings.

Insights and Data Management require a PM – Insights license to activate.

Gamification and Coaching require a PM – Act license to activate.

Enable the Desktop Discovery license (Data Collection / Desktop Discovery Advanced) to view Desktop Discovery pages in the PM (Native) app.

Customer Request

UI Change

Availability

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

Awards History

Supervisors and managers can track the awards given and received during a specific period of time.

This feature requires a PM – Act license to activate.

Customer Request

UI Change

Availability

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

Game History - Game Breakdown

The Game Breakdown graph will provide a glimpse into a game's effectiveness. Gamification admins will be able to compare player achievements to past performances and adjust game settings as needed to improve results.

This feature requires a PM – Act license to activate.

Customer Request

UI Change

Availability

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

Dashboard Quick Link in CXone Mpower Agent

Users will soon have access to a new Dashboard quick link in CXone Mpower Agent. This feature will allow users to quickly check their performance, ranking, and progress in real time and during their shifts. They will also be able to compare their performance with their peers, encouraging healthy competition.

This feature requires a PM – Insights license to activate.

Customer Request

UI Change

Availability

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

Marketplace Quick Link in CXone Mpower Agent

Users will soon see a new Marketplace quick link in their CXone Mpower Agent application. This feature will allow users to redeem virtual coins during their shifts, enhancing their satisfaction and engagement at work.

This feature requires a PM – Act license to activate.

Customer Request

UI Change

Availability

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

Quality Management

Sticky Quality Score Bar

You will soon be able to see the Average Quality Score at all times while scoring a call. No need to scroll back to check the score — the score bar will now remain fixed at the bottom of the Evaluation Form as you navigate through it. This will make scoring smoother and more efficient for you.

Customer Request

UI Change

Availability

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

Manage Evaluations with Ease

You will soon be able to edit your comments on evaluations — no need to delete and start over just to fix a typo or update your feedback. With the right permissions, you will simply hover over a comment and choose to Edit or Delete it. Your ability to edit or delete comments in evaluations depends on your permissions. If you have Edit Own access, you can only change comments in evaluations you created. If you have Edit All access, you can update or remove comments in any evaluation you can view. Additionally, if an evaluation was done on the wrong form, you will be able to delete it — regardless of its status (draft, submitted, or appealed), you will have the flexibility to remove it from multiple areas in My Zone. These updates will make it easier to keep your evaluations clean, accurate, and up to date. This feature is supported only for users with the Quality Management Advanced license.

Customer Request

UI Change

Availability

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

Clearer Navigation for Evaluation Tasks

You will soon see a small but helpful change in My Zone. The Tasks tab will be renamed to Evaluation Tasks to make its purpose clearer and easier to understand. The page title and URL will also reflect this update. No impact to the user interface — just a smoother experience when navigating to your evaluation tasks.

Customer Request

UI Change

Availability

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

Accessible Evaluations for Everyone

You will soon experience a more inclusive and user-friendly navigation for everyone — including users with disabilities.

What’s changing:

• Keyboard Navigation: Seamless movement through the interface using only your keyboard.

• Screen Reader Support: Clear descriptions for buttons, forms, and evaluation statuses.

• Improved Visuals: Enhanced contrast and readability for better visibility.

• Assistive Technology Compatibility: Smoother, more efficient interactions for all users.

These improvements align with WCAG 2.1 AA standards, ensuring accessibility, ease of use, and intuitive navigation for everyone.

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

Customer Request

UI Change

Availability

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

New Calibration Drill-Down

Quality Managers will be able to conduct a deeper dive into Calibration variances per Calibration at every level so they can better manage their Evaluators. Users will be able to drill into Calibration sessions to see variance by participant and question making the management of Calibrations much easier.

Customer Request

UI Change

Availability

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

Recording

Search by Contact End Reason

Search by Contact End Reason will let users filter and view interactions based on how each contact ended. A new column and filter will be added to Interaction Search will make it easier to find and analyze specific call outcomes.

Customer Request

UI Change

Availability

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

ScreenAgent Manager Enhancements

The upcoming release of ScreenAgent Manager will introduce several new features and improvements:

• A new Access Key column will be added to the grid to show each machine’s configuration.

• A new Update ScreenAgent Configuration option will be available in the actions menu.

• A new Not Seen tab will list physical machines that have been inactive for a set number of days, weeks, or months. You will be able to configure the inactivity period within the application.

Customer Request

UI Change

Availability

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

Increased Deny List Limit for Recording Policy

Currently, the Recording Policy supports up to 15 URLs or applications in the Deny List. In this release, the limit will be increased to 100, giving administrators more flexibility to manage which sites and applications are excluded from recording.

Customer Request

UI Change

Availability

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

Real-Time Interaction Guidance

Regional Availability

Real-Time Interaction Guidance will be available in UK sovereign cloud configurations.

Customer Request

UI Change

Availability

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

Real-Time Third Party Telephony Recording (Multi-ACD)

Copilot for Agents in Engagement Hub

Copilot for Agents will soon be available for third-party telephony systems supported by Engagement Hub. In this release, Cisco will be the first telephony system to support it. You will be able to set rules that guide how agents receive real-time help during calls. This solution will be built on the Engagement Hub recording platform and will require CTI Computer Telephony Integration - any technology that allows interactions on both computers and phones to be integrated. and Media integration, even if no call recording occurs.

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

Customer Request

UI Change

Availability

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

Microsoft Teams Mono Recording Option

Currently, Microsoft Teams voice calls are recorded in stereo by default. In this release, customers will be able to choose between stereo or mono recording based on their license, giving them more flexibility to match audio quality with business needs and cost.

Customer Request

UI Change

Availability

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

Mutual TLS for Enhanced Security

Engagement Hub integrations will support mutual TLS Transport Layer Security. A protocol that provides end-to-end security for data sent between applications. for SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. and media, improving call security. This update will verify both sides of a connection, helping protect sensitive data.

Customer Request

UI Change

Availability

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

Telephony Connectivity Status

A new visual indicator will display the connection status of third-party telephony systems and interfaces. This will help administrators and support teams to quickly identify and resolve connectivity issues before they affect service.

Customer Request

UI Change

Availability

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

Avaya 10.2 Certification

CXone Mpower will be officially certified to work with Avaya 10.2 systems. This will ensure smooth setup and reliable performance for customers using the latest Avaya release.

Customer Request

UI Change

Availability

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

Alvaria Aspect Dialer with Avaya SIPREC

Customers will be able to record calls from the Alvaria Aspect Dialer using Avaya SIPREC. This will expand compatibility and allow continued use of existing dialer setups.

Customer Request

UI Change

Availability

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

Reporting

New Regional Availability

Reporting will be available in South Africa.

Customer Request

UI Change

Availability

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

Business Intelligence (BI) Reports

API for Activity Audit Report Data

You will be able to use a new API Application Programming Interface. Allows you to automate certain functionality by connecting your CXone Mpower system with other software. to access data from the Activity Audit report. That report data includes general activity data from your CXone Mpower system. For example, you will be able to pull data on username changes during a specific time period. The API will support a maximum date range of 7 days. It will only retrieve data that is at least 24 hours old. It will return data for all the products you've purchased. There will be no limit to how many data points one request can return.

Documentation for this API will be available on the developer portal .

Customer Request

UI Change

Availability

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

Data Download Reports

Scheduled Report Queuing for All Regions

Report queuing will be available for data download reports in all regions. Without report queuing, high volumes of scheduled data download reports can time out during processing. With report queuing, 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 The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Populating Columns in Digital Engagement CDR Report

Currently, some columns in the Digital Engagement CDR report may show null values. In this release, those columns will show the correct data.

View list of columns

• SLA

• Prequeue

• Inqueue

• Agent_Time

• Postqueue

• ACW_Time

• Abandon_Time

• Total_Time_Plus_Disposition

• Routing_Time

• Callback_Time

• Disp_Code

• Disp_Name

Customer Request

UI Change

Availability

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

Custom Reports

Scheduled Report Queuing for All Regions

Report queuing will be available for custom reports in all regions. Without report queuing, high volumes of scheduled custom reports can time out during processing. With report queuing, 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 The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

SmartReach

Termination Codes Integrated with Dispositions

SmartReach termination codes will appear as dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. in CXone Mpower. This will ensure consistent reporting across platforms and avoid data mismatches. Agents won’t notice any changes; termination codes will look and work the same as dispositions. The unified ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. management in the ACD application will help you reduce setup time and training needs.

Customer Request

UI Change

Availability

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

Non-Blended Skills

Non-blended Allows you to combine outbound calls with your inbound queue, based on call priority. SmartReach skills will let agents focus only on outbound calls without being interrupted by inbound traffic. This will improve productivity and pacing for outbound teams.

You will be able to turn blending on or off at the skill level, allowing you to mix blended and non-blended skills based on operational needs. This mirrors Personal Connection functionality and will help reduce training effort.

Customer Request

UI Change

Availability

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

Preview Dialing

Preview dialing will let agents view contact The person interacting with an agent, IVR, or bot in your contact center. details before making a call. This will help lead to better conversations, higher conversion rates, and stronger compliance. This release will introduce initial support for preview dialing with SmartReach, aligning with the core Personal Connection workflow. Additional capabilities will be introduced in future releases. This phased approach will reduce training and migration challenges while providing greater outreach flexibility.

Customer Request

UI Change

Availability

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

Studio

Updated URL for F1 Help Links from Studio Actions

The URLs that open when you select a Studio action and press F1 will be updated. They will launch a help page for the selected action with the new URL for the CXone Mpower Help Center (help.nicecxone.com).

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

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

View and Configure Result Branches in Action Properties

The action properties pane will have a new section called Result Branches. When you select an action, the Result Branches section will display fields for all possible branch conditions for that action. You will be able to: 

• See which action each branch condition is connected to, if any.

• Configure or change branch conditions by selecting the action to connect to for each result branch in the properties pane.

• Delete a branch from the selected action by clicking the X above and to the right of the branch condition drop-down.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

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

View Name of User Who Last Modified a Script

You will be able to see who last made a change to a script. The name will be available on the Scripts page in a new Modified By column.