Coming Soon in the 25.2 Release

Global Changes

Manual Login Requirement After Account Activation

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

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

Customer Request

UI Change

Availability

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

Removed Applications and Features

Digital Experience Permission Removed from Digital Portal

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

Customer Request

UI Change

Availability

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

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

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

Customer Request

UI Change

Availability

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

New Applications

Data Share (New)

Data Share (New) will let you use a Snowflake account to access and export your CXone Mpower data for your own business intelligence and analytics purposes. It will be similar to Data Share except that you will be able to:

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

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

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

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

Data Share (New) will be available in the same regions as legacy Data Share, and for sovereign cloud configurations in the United Kingdom (UK) 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 toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Data Streams

Currently, Data Streams is in a controlled release. In this release, it will become generally available.

Data Streams will enrich and transmit IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. logs from the CXone Mpower ACD. It will allow you to bring the enriched logs into data analysis tools, machine learning models, and so forth. Examples of useful tools are AWS Kibana, MicroStrategy, and Microsoft Access. This will let you analyze the data in a way that works best for your organization.

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

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

Customer Request

UI Change

Availability

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

Knowledge Hub

Knowledge Hub will connect knowledge sources to CXone Mpower for use with Autopilot Knowledge and Copilot for Agents. Supported knowledge sources will include:

• CXone Mpower Expert

• Microsoft SharePoint

• Salesforce

• ServiceNow

• Custom knowledge sources

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

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.

SmartReach

SmartReach is the LiveVox product optimized for use with CXone Mpower. It will pair omnichannel campaign automation with compliance controls across multiple channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on., including voice, SMS Short Message Service; also known as text messaging., email, and WhatsApp. SmartReach streamlines customer engagement, improves conversion rates, and enhances agent productivity.

SmartReach will include: 

• Compliance controls that help you adhere to complex regulations.

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

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

Customer Request

UI Change

Availability

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

CRM Ticketing Integration with CXone Mpower

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

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

Key features include:

• Seamless integration with CXone Mpower applications like Quality Management, QM Advanced (QMA), and Interaction Analytics (IA).

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

• New dedicated ticket viewer application in Interactions.

Customer Request

UI Change

Availability

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

ACD

ACD Routing

Expanded Support for Advanced Routing Features

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

• FedRAMP configurations in the USA

• Standard configurations in the UK

• Sovereign cloud configuration in the UK

Advanced routing features include:

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

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

Customer Request

UI Change

Availability

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

Actions

Use Observability Dashboard to Generate and Publish Expert Articles

Currently, you can use Actions to generate and publish articles to Expert. In this release, you will be able to use the Observability Dashboard to identify knowledge gaps and then generate articles on the spot.

Customer Request

UI Change

Availability

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

Root Cause Analysis for Detected Anomalies

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

Customer Request

UI Change

Availability

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

Support for Business Data

Currently, Actions uses data from your contact center. In this release, Actions will also use any business data that you have specified in addition to contact center data.

Customer Request

UI Change

Availability

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

New Observability Dashboard for Autopilot

Currently, the Observability Dashboard provides information for Copilot and Autopilot Knowledge. In this release, the Observability Dashboard will also include insights for Autopilot. You will be able to view comprehensive insights into the performance of the knowledge base queries and identify gaps in your knowledge base.

Customer Request

UI Change

Availability

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

Observability Dashboard Enhancements for Copilot

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

Customer Request

UI Change

Availability

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

Additional Insights That Highlight Trends or Correlations

Currently, when you ask a question in Actions, you see data displayed as a table with textual insights under the table. In this release, there will be additional insights provided that highlight trends and correlations.

Customer Request

UI Change

Availability

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

Customize the AI Legal Disclaimer

Currently, Actions provides a standard AI legal disclaimer that you can opt to show. In this release, you will be able to customize the disclaimer text.

Customer Request

UI Change

Availability

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

Admin

Tickets Search Permission for Interactions Hub

A new permission, Search Tickets, will be added under Interactions Hub > Search. When enabled, the user will be able to see the Tickets Search tab in Interactions Hub and search tickets integrated via the CRM Ticketing integration. By default, this permission will be turned off.

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

Customer Request

UI Change

Availability

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

IVR Segment Privacy Permission for Interactions Hub

A new permission for IVR Segments Privacy will be added under Interactions Hub > Search. When enabled, the Interactionsapplication will exclude IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. segments from search results. By default, this permission will be turned off.

Customer Request

UI Change

Availability

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

Permission to Erase Digital Experience Messages and Settings Moving to Admin

The Can erase message content and user name permission lets Agent users edit message content and settings for digital interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. Currently, you configure this permission in the Digital portal. In this release, you will instead configure it in the Adminapplication. It will appear on the Permissions tab of a selected role, on the ACD page and under the Digital Engagement section.

Customer Request

UI Change

Availability

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

Agent

Epic CRM Integration

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

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

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

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

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.

Transfer Calls and Voicemails to Agents in a Working State

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

Customer Request

UI Change

Availability

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

Enhancements to Interactions Tab in Search

The following changes will be made to the Interactions tab in Search :

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

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

• Column Resizing: Some columns will be wider to display more content where necessary.

• Colors in Status Column: The values in the Status column will be color-coded.

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

Customer Request

UI Change

Availability

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

Create a CRM Record During an Interaction

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

Customer Request

UI Change

Availability

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

Close Digital Interactions Without Assigning a Disposition

Agents will be able to assign digital interactions a Status of Closed while leaving the Disposition field blank. They will be able to do this even if dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. are required. However, they will not be able to Unassign & Dismiss digital interactions without assigning dispositions to them if dispositions are required.

Additionally, the following updates will be made to the user interface:

• The Outcomes window will be renamed to Outcome.

• The Notes field will be renamed to Disposition Notes.

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

Customer Request

UI Change

Availability

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

New Regional Availability

Agent will be available for Sovereign cloud configuration in the UK 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.

UI and UX Improvements

The following changes will be made to the Agent user interface:

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

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

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

Customer Request

UI Change

Availability

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

Agent Assist Hub

Rebranding of Select Agent Assist Applications

The names of the following agent assist apps will be updated to match the CXone Mpower rebranding:

• Enlighten AutoSummary will be renamed to CXone Mpower AutoSummary.

• Enlighten Agent Copilot will be renamed to CXone Mpower Copilot for Agents.

• Enlighten AutoPilot Voice Biometrics will be renamed to CXone Mpower Autopilot Voice Biometrics.

• Enlighten AutoPilot will be renamed CXone Mpower Autopilot.

• CXone SmartAssist Powered by Amelia will be renamed CXone Mpower Autopilot (Amelia).

Customer Request

UI Change

Availability

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

Licensing Updates

Licensing for the following Agent Assist Hub integrations will be updated:

• Custom Agent Assist Endpoints
• Google CCAI

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

Partners and CXone Mpower Support personnel: for more details on a related enablement change, select the Partner Applications filter on the top right and scroll to Tenant Management.

Customer Request

UI Change

Availability

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

Changes in Availability

Agent Assist Hub will be compliant with and available for FedRAMP. It will also be available for sovereign cloud configuration in the UK.

Customer Request

UI Change

Availability

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

Agent Embedded

Agent Embedded for Salesforce

Window Expansion for New Interactions

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

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

Customer Request

UI Change

Availability

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

Enhancements to Customer Card Refresh

Agents can refresh the customer card to view more Salesforce records. Currently, this does not work unless your authenticated Salesforce user has the permissions for all secondary object types. In this release, refresh will work without those permissions.

As part of this enhancement, the following updates will be made:

• Refresh will move from the Related Interactions section of the customer card to its main section.

• You will not be able to use default search to find work order records. A default search is based on only an email address or phone number. Instead, you will be able to use generic search to find work orders. Generic searches can be based on any field in the record.

Customer Request

UI Change

Availability

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

Agent Embedded for all CRMs

Epic CRM Integration

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

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

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

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

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.

Transfer Calls and Voicemails to Agents in a Working State

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

Customer Request

UI Change

Availability

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

Enhancements to Interactions Tab in Search

The following changes will be made to the Interactions tab in Search :

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

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

• Column Resizing: Some columns will be wider to display more content where necessary.

• Colors in Status Column: The values in the Status column will be color-coded.

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

Customer Request

UI Change

Availability

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

Create a CRM Record During an Interaction

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

Customer Request

UI Change

Availability

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

Close Digital Interactions Without Assigning a Disposition

Agents will be able to assign digital interactions a Status of Closed while leaving the Disposition field blank. They will be able to do this even if dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. are required. However, they will not be able to Unassign & Dismiss digital interactions without assigning dispositions to them if dispositions are required.

Additionally, the following updates will be made to the user interface:

• The Outcomes window will be renamed to Outcome.

• The Notes field will be renamed to Disposition Notes.

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

Customer Request

UI Change

Availability

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

New Regional Availability

Agent Embedded will be available for Sovereign cloud configuration in the UK 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.

UI and UX Improvements

The following changes will be made to the Agent Embedded user interface:

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

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

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

Customer Request

UI Change

Availability

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

Agent for Microsoft Teams

Epic CRM Integration

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

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

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

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

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.

Transfer Calls and Voicemails to Agents in a Working State

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

Customer Request

UI Change

Availability

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

Enhancements to Interactions Tab in Search

The following changes will be made to the Interactions tab in Search :

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

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

• Column Resizing: Some columns will be wider to display more content where necessary.

• Colors in Status Column: The values in the Status column will be color-coded.

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

Customer Request

UI Change

Availability

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

Create a CRM Record During an Interaction

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

Customer Request

UI Change

Availability

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

Close Digital Interactions Without Assigning a Disposition

Agents will be able to assign digital interactions a Status of Closed while leaving the Disposition field blank. They will be able to do this even if dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. are required. However, they will not be able to Unassign & Dismiss digital interactions without assigning dispositions to them if dispositions are required.

Additionally, the following updates will be made to the user interface:

• The Outcomes window will be renamed to Outcome.

• The Notes field will be renamed to Disposition Notes.

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

Customer Request

UI Change

Availability

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

New Regional Availability

Agent for Microsoft Teams will be available for Sovereign cloud configuration in the UK 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.

UI and UX Improvements

The following changes will be made to the Agent for Microsoft Teams user interface:

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

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

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

Customer Request

UI Change

Availability

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

Agent for Service Cloud Voice

Multiconference Support

Currently, Agent for Service Cloud Voice supports up to four people on conference calls. In this release, it will support up to six people on a call. This will allow additional agents to be added to calls without placing the contact The person interacting with an agent, IVR, or bot in your contact center. on hold.

Customer Request

UI Change

Availability

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

Agent Integrated

Epic CRM Integration

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

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

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

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

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.

Transfer Calls and Voicemails to Agents in a Working State

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

Customer Request

UI Change

Availability

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

Enhancements to Interactions Tab in Search

The following changes will be made to the Interactions tab in Search :

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

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

• Column Resizing: Some columns will be wider to display more content where necessary.

• Colors in Status Column: The values in the Status column will be color-coded.

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

Customer Request

UI Change

Availability

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

Create a CRM Record During an Interaction

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

Customer Request

UI Change

Availability

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

Close Digital Interactions Without Assigning a Disposition

Agents will be able to assign digital interactions a Status of Closed while leaving the Disposition field blank. They will be able to do this even if dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. are required. However, they will not be able to Unassign & Dismiss digital interactions without assigning dispositions to them if dispositions are required.

Additionally, the following updates will be made to the user interface:

• The Outcomes window will be renamed to Outcome.

• The Notes field will be renamed to Disposition Notes.

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

Customer Request

UI Change

Availability

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

New Regional Availability

Agent Integrated will be available for Sovereign cloud configuration in the UK 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.

UI and UX Improvements

The following changes will be made to the Agent Integrated user interface:

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

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

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

Customer Request

UI Change

Availability

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

AI Routing

AI Routing Agent Workload BI Report

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

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

Customer Request

UI Change

Availability

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

API

Manage Transcripts Between CXone Mpower and Omilia

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

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

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

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

Recording Status API

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

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

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

Business Data Update API

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

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

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

Time Off Management API

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

Customer Request

UI Change

Availability

GA The 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.

Autopilot

Third-Party Knowledge Base Integration

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

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

Customer Request

UI Change

Availability

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

Regional Expansion

Currently, Autopilot is hosted by Omilia. In this release, NICE will host Autopilot. Supported regions will be: 

• The US. This will help enable US-based customers to meet privacy requirements their organizations may have.

• Australia for sovereign cloud configurations.

Additionally, Autopilot with voice biometric authentication will be supported for FedRAMP moderate customers.

Customer Request

UI Change

Availability

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

New Observability Dashboard for Autopilot

Currently, the Observability Dashboard provides information for Copilot and Autopilot Knowledge. In this release, the Observability Dashboard will also include insights for Autopilot knowledgebases.

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

Customer Request

UI Change

Availability

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

Additional Supported Languages

Autopilot will support additional languages. It will support Ukranian Russian and European French. This will expand the range of contacts The person interacting with an agent, IVR, or bot in your contact center. who can use your Autopilot virtual agent A software application that handles customer interactions in place of a live human agent..

Customer Request

UI Change

Availability

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

Deepgram Transcription Automation

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

Customer Request

UI Change

Availability

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

Autopilot Knowledge

Reporting through Observability Dashboard

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

Customer Request

UI Change

Availability

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

AutoSummary

Integration with MAX and Salesforce Agent

MAX and Salesforce Agent will support AutoSummary. This will allow agents to use AI summarization for interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. without requiring system upgrades.

AutoSummary will display as a pop-up window. This will allow agents to quickly review and copy summary details into their disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. notes. This will also help agents reduce after contact work (ACW State that allows an agent to complete work requirements after finishing an interaction) and average handling time (AHT Average Handle Time is the average amount of time an agent spent handling an interaction).

Requirements for using AutoSummary with MAX include:

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

• A license enabled for Copilot for Agents.

• Enabling and configuring transcription in Transcription Hub under the Continuous Stream Profile. If you do not have a transcription profile configured, you must use the transcription engine enabled for your system.

Customer Request

UI Change

Availability

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

Bot Builder

Build Tasks for Task Assist in Agent Applications

You will be able to build flows in Bot Builder for Task Assist. Task Assist will be a new feature in this release for Copilot for Agents. It will allow you to automate certain tasks for the agent, such as finding an update on a contact's order.

Bot Builder will be the engine behind Task Assist. You will create a bot and add an intent for each task you want to automate. Then you will build flows to accomplish the task. This will give you complete control over what tasks are automated and how they're performed.

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

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

Customer Request

UI Change

Availability

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

Voice-Enablement of Bot Builder Bots

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

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

Customer Request

UI Change

Availability

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

Copilot for Agents

Copilot for Agents Profile Configuration Moving to Admin

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

Customer Request

UI Change

Availability

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

Knowledge Hub: Integrate Third-Party Knowledge Sources

Currently, you can only integrate Copilot for Agents with a CXone Mpower Expert knowledge source A website that stores troubleshooting articles.. In this release, you will be able to integrate Copilot for Agents with third-party knowledge sources, including:

• Microsoft SharePoint

• Salesforce

• ServiceNow

• Custom knowledge sources

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

Additionally, the Knowledge tab in the Copilot for Agents profile will be redesigned to let you:

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

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

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

• Enable secondary KB answers (sub-cards) with separate settings, such as private content labeled "Internal Use Only."

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

Customer Request

UI Change

Availability

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

Task Assist: Fetch Personalized Data

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

A new tab called Task Assistant will be added to the Copilot for Agents profile. On this tab, you'll select the Bot Builder bot to integrate and the intents to display to agents. You will be able to use Bot Builder and Studio to connect the bot to your third-party system.

Customer Request

UI Change

Availability

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

Self-Service Transfer Summary

A new type of transfer summary will be available. When interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. are escalated from a bot or IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. menu to an agent, the self-service transfer summary will tell the agent what happened in the interaction.

Customer Request

UI Change

Availability

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

Edit Prompts for Copilot for Agents Features

Currently, you can only edit the generative AI prompt for the Copilot AutoSummary. In this release, you will be able to configure custom AI prompts for the following Copilot for Agents features:

• KB answers
• Journey summary

You will additionally be able to specify a content audience, sub-filters, and metadata for these prompts.

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

Customer Request

UI Change

Availability

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

Custom Text Cards

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

Customer Request

UI Change

Availability

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

Additional Supported Languages

The content Copilot for Agents generates will be available in:

• Australian English

• Canadian English

• UK English

• French

• Canadian French

• Dutch

• German

• European Portuguese

• European Spanish

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

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

Customer Request

UI Change

Availability

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

Removing Next-Best Responses/Behavioral Guidance

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

Customer Request

UI Change

Availability

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

Copilot for Supervisors

Copilot for Supervisors in Billing Report

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

Customer Request

UI Change

Availability

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

Dashboard

Enhanced Omnichannel and Digital Reporting

This release will feature a unified metric State that allows an agent to complete work requirements after finishing an interaction and widget Graphical representation of data that meets specified filter criteria. reporting system that will seamlessly integrate voice and digital Any channel, contact, or skill associated with Digital Experience.channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. This system will feature standardized metrics and a unified Agent State model, providing a comprehensive view of your contact center operations.

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

• The Agent List widget will include detailed contact information.

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

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

Customer Request

UI Change

Availability

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

Migration to New Architecture

To improve performance and scalability, the back-end systems will be upgraded. This will include 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 will provide accurate updates every 7-15 seconds.

• For historical data, a new system will speed up data retrieval and allow for better analysis.

• You'll also see enhancements in the Agent State and Contact State widgets, which will use the new Unified Agent State and Mixed Contact State models.

Customer Request

UI Change

Availability

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

New Views for Quality Score Widget

The Quality Score widget will now offer enhanced view options, providing deeper insights into both Agent and Team quality scores:

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

• Channel View: It will show you how quality scores vary across different communication channels. This view will show if certain channels (like, email, chat, or phone) are causing score differences and help you to make 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.

Current Agent and Current Team Filter

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

• Supervisors will be able to build and share dashboards tailored for individual agents or unique teams.

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

This feature will be available to you if you have a PM license.

Customer Request

UI Change

Availability

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

Service Level Widget Enhancement

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

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

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

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

Customer Request

UI Change

Availability

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

New Billing Datasets in Report Widget

The Report widget will now include two new billing datasets:

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

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

Customer Request

UI Change

Availability

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

QM Widget Enhancements

The QM widgets will be improved with the addition of a Group Filter that will allow you to filter data by group. This enhancement will help streamline information and provide more focused insights.

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

Customer Request

UI Change

Availability

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

Create Dashboards from Reporting Templates

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

• List of Agents

• Agent Skill Assignment

• Skill Proficiency

• List of Skills

• List of Team

• List of Campaigns

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

Customer Request

UI Change

Availability

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

Leaderboard Widget Enhancements

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

Customer Request

UI Change

Availability

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

New PM Widget for Gamification

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

Customer Request

UI Change

Availability

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

Data Streams

Kafka Stream Support

Currently, only Kinesis streams are supported. This means that only AWS-based customers can use Data Streams. In this release, support will be added for Kafka streams. This will allow customers using any cloud provider to utilize Data Streams.

Customer Request

UI Change

Availability

GA The 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.

Stream Destination Configuration

You will be able to configure stream destinations in the CXone Mpower interface. This will better enable you to create and maintain your own Data Streams configuration.

Customer Request

UI Change

Availability

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

UK Sovereign Availability

Data Streams will be available for sovereign cloud configurations in the UK.

Customer Request

UI Change

Availability

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

DEVone Integrations

InteractCX

ConnectLingua Enhancements

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

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

• Emotion detection

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

• Support for image recognition—ConnectLingua will be able to parse images in all supported languages

• Human-like voices that do not sound robotic

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

Customer Request

UI Change

Availability

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

Conversational AI Agent

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

Customer Request

UI Change

Availability

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

ConnectLingua AI Flow Builder

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

Customer Request

UI Change

Availability

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

Analytics Dashboard and Interactive BI Reports

You will be able to access a variety of real-time insights about your interactions. An AI analysis will provide data such as:

• Live translation feeds and number of active users

• Breakdown of total translations

• Popular language pairs in translations

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

This data will help you better understand how to maximize ConnectLingua.

Customer Request

UI Change

Availability

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

ConnectLingua Agent Client

InteractCX will offer a new agent application built around ConnectLingua. It will let your agents seamlessly access all features in one place, like the embeddable AI applications. You will also be able to add your own branding and UI add-ons. This opens possibilities for integrating other custom web apps or CRMs Third-party systems that manage such things as contacts, sales information, support details, and case histories.. This agent application will support digital channels along with softphone support for voice calls.

Customer Request

UI Change

Availability

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

ConnectLingua Auto QM

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

Customer Request

UI Change

Availability

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

SightCall

SightCall Snap

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

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

By integrating SightCall Snap, your agents will become more effective, interactions will be streamlined, and contacts will be able to easily show their issues. This combination will increase both first-call resolution and customer satisfaction.

Customer Request

UI Change

Availability

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

Digital Experience

Improvements to Stability and Scalability

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

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

• Enhanced procedures for storing data.

• Reduced messaging delays.

• Improved retry mechanism to ensure reliable message delivery.

• Expanded load capacity.

• Updated memory capacity.

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

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

• Enhanced end-to-end testing for channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on., users, skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge, points of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address., customer cards, and presence sync.

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

Customer Request

UI Change

Availability

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

Presence Sync Improvements

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

Customer Request

UI Change

Availability

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

Integrated Find Match

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

Customer Request

UI Change

Availability

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

Contact Handling Improvements

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

Customer Request

UI Change

Availability

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

One Skill Per Agent in Reporting

Currently, agents can be assigned to multiple skills but only one skill should be reported for each interaction handled by the agent. However, reporting sometimes inaccurately shows multi-skill agents as working on two separate skills in the same interaction segment An interaction between two parties, such as a customer and an agent. Each segment represents a stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult.. In this release, this error will be fixed to improve the accuracy of interaction data.

Customer Request

UI Change

Availability

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

Digital Experience Permission Moving to Admin

Currently, you configure the Can erase message content and user name permission in the Digital portal. In this release, you will enable it from the Admin application instead. It will appear in Permissions > ACD >  Digital Engagement.

Customer Request

UI Change

Availability

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

Improvement to CRM Customer Search

Currently,, in customer search queries from the CRM tab, not all fields that could contain the customer ID are searched. In this release, customer search will include the following additional fields:

• parent_id

• surname

• identities [ ]

• name

• id [ ]

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

This update will increase the accuracy of search results and make it easier to fulfill customer delete requests.

Customer Request

UI Change

Availability

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

Update Preferred Agent When Routing Queue Is Changed

Currently, if a routing queue is changed and the preferred agent isn't assigned to the new queue, the contact will be stuck waiting until the preferred agent timer runs out. In this release, preferred agent settings will update based on each new routing queue a contact is assigned to. This will allow contacts to be moved to queues without a preferred agent so that they can be routed faster. When a contact is moved to a queue with no preferred agent, it will route immediately.

Customer Request

UI Change

Availability

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

Secure Forms

Currently, secure forms send the contact a link to a form they can fill out. When they submit the form, the agent receives a link to get the results of the form. In this release, you will be able to save the contact's answers directly in custom fields instead of a separate link. This will allow you to review contact information more quickly and efficiently.

Customer Request

UI Change

Availability

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

Typing Indicator Improved for Apple Messages for Business Channel

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

Customer Request

UI Change

Availability

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

Encrypt BYOC File Transfers

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

Customer Request

UI Change

Availability

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

Digital Chat User Interface Refresh

In this release, if you are using Guide to display Digital chat on a page, your contacts will see a more modern user interface through the entire chat experience. You will be able to transition to the updated design at the channel level.

Some user interface improvements were introduced in previous releases. This release will provide the final updates and cover all digital chat features.

Customer Request

UI Change

Availability

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

Select Threading Method for CXone Email

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

Customer Request

UI Change

Availability

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

Microsoft OAuth Update for Custom SMTPs

Currently, we support certificate-based authorization for custom SMTP servers. In this release, the authentication method inside the email support tool will be upgraded to require OAuth 2.0 for outbound emails. Your CXone Mpower Account Representative will primarily handle this configuration process. The update will eventually require you to use updated credentials to authenticate your custom SMTP server.

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.

Security Enhancement to SMS Encryption

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

Customer Request

UI Change

Availability

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

SMS Enhancements

SMS will receive the following improvements: 

• Callbacks to a number used for SMS.

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

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

Customer Request

UI Change

Availability

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

Edit the WhatsApp Channel Name

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

Customer Request

UI Change

Availability

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

Mobile SDK

UI/UX Module Fully Available

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

The module will be available with version 3.0 of the SDK.

Customer Request

UI Change

Availability

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

Enhanced Strategic Planner

Enhanced Projection Accuracy

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

Customer Request

UI Change

Availability

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

Improved Sorting Order in Drop-Downs

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

• Create Plan Dialog Modal

• Manage Plans

• Plan Details Page

• SU Group Sorting in Plan Details Page

• Plan WEM Skill Settings

• SU to WEM Skill Distribution

• Historical Data

Customer Request

UI Change

Availability

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

Expert

Generative Search (GenSearch)

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

Customer Request

UI Change

Availability

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

GenSearch Reporting

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

Customer Request

UI Change

Availability

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

Table and Page Content Length CSV

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

Customer Request

UI Change

Availability

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

Editor Rebuild with AI Capabilities

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

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

Customer Request

UI Change

Availability

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

External HTML Content Importer

You will be able to use LLM and AI capabilities for your content that is not native to Expert. This will allow you to unify content from multiple sources.

Customer Request

UI Change

Availability

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

Disable Group Syncing Between SAML and SSO

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

Customer Request

UI Change

Availability

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

Content Reuse Download

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

Customer Request

UI Change

Availability

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

Kernels Report Renamed Virtual Agent Insights Report

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

Customer Request

UI Change

Availability

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

GenAI Prompt Editor

Prompt Profile Versioning and Rollback

Currently, you can see which version of a prompt profile has been published. You cannot see previous versions of the profile. In this release, you will be able to roll back to previous versions of a published profile. This will revert the profile back to the parameters used in the selected version. You will then be able to republish the profile with the previous settings. Rolling back will also affect the transcripts you imported and edited for the profile. These will revert to what you had in the chosen version. This functionality will be available in the profile menu. You will click the three vertical dots icon next to the profile and use a new option called History.

Customer Request

UI Change

Availability

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

Prompt Profile Deletion

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

Customer Request

UI Change

Availability

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

Support for More Copilot for Agents Prompt Use Cases

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

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

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

This expansion of supported use cases will give you the ability to customize more of the prompts used in your Copilot for Agents configuration.

Customer Request

UI Change

Availability

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

LLM Selection

You will be able to work with your CXone Mpower Account Representative to change the LLM Large Language Model. A type of AI that processes, understands, and generates human language based on context. used for each prompt profile. Once you've selected a new LLM for a prompt profile, it becomes the default LLM for all new prompt profiles. A read-only field at the top of each prompt profile will let you see which LLM the profile uses. As of this release, the default and recommended model will be Nova Pro. Other options will include: 

• Claude 3 Haiku

• Claude 3 Sonnet

• Claude 3.5 Haiku

• Claude 3.5 Sonnet

• Nova Micro

• Nova Lite

• Nova Pro

This will give you the flexibility to use your preferred model for your CXone Mpower prompts.

Customer Request

UI Change

Availability

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

Custom Prompt Templates

Currently, GenAI Prompt Editor includes prompt templates with fields you use to customize your prompts. You enter custom details in the form, but you cannot control the flow or structure of the prompt. In this release, you will be able to create your own prompt templates to control the structure and flow of the prompts created with them.

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

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

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

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

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

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Guide

Copy Engagement Rules

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

Customer Request

UI Change

Availability

GA The 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 the Number of Proactive Offers Shown to a Visitor

You will be able to add a condition to limit the number of proactive offers shown to a visitor. The condition, Proactive Offer Shown, will let you configure when to stop showing proactive offers. For example, you might set the condition to stop showing proactive offers if the visitor has not interacted with the past three offers shown.

Customer Request

UI Change

Availability

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

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

You will be able to add a condition to trigger a rule based on the number of pages that the visitor views during a visit. The condition, Number of Pages Viewed Per Visit, will let you set the page visit criteria. For example, you might define a rule to show a proactive offer after a visitor looks at five or more pages on your website.

Customer Request

UI Change

Availability

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

Integration Hub

Support for JavaScript

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

Customer Request

UI Change

Availability

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

UK Availability

Integration Hub will be available in the United Kingdom (UK) region for both standard and 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

Additional Metric Filter Options

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

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

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

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

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

• Notable Silence Seconds: This existing metric will be updated to include hold time in the silence calculation.

• Non-hold Notable Silence Seconds: Number of seconds of notable silence When neither the client nor the agent are talking during an interaction. Silence is considered notable if it lasts three or more seconds. Total notable silence for an interaction is the sum of all notable silence periods. during an interaction, excluding the time the contact The person interacting with an agent, IVR, or bot in your contact center. is put on hold.

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

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

Customer Request

UI Change

Availability

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

User Experience Enhancements

The following enhancements will be made to improve functionality and usability:

• When you hide specific terms from an individual widget, the same terms will also be hidden for all other widget results in the workspace.

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

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

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

• Users who only have the View permission enabled will not be able to save any changes to a workspace.

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

• You will be able to duplicate saved categories.

• For widgets that display data in percentages, such as the Channels widget, you will be able to choose whether data displays a precise percentage with a decimal value or is rounded.

Customer Request

UI Change

Availability

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

Support for Additional Digital Channel

IA will be able to process and analyze interactions that occur via the Playvox InApp Messaging digital Any channel, contact, or skill associated with Digital Experience. channel. This channel will appear as an additional channel option for filters, widgets, the Search page, and dataset definition. You will be able to use it like any other channel supported for IA. All Playvox InApp Messaging interactions will be saved in the IA Transcript Store.

Customer Request

UI Change

Availability

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

Increased Accuracy for Ontology Studio Intents and Actions

Ontology Studio will use your transcript data to identify more relevant intents and actions, as well as intents and actions that are not relevant to your organization. The update will increase the accuracy of your intents and actions. It will also manually tune your model to ensure that data is best tailored to your organization's needs.

This update will not be supported for the UAE.

Customer Request

UI Change

Availability

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

Interactions and Playback

IVR Segment Privacy

IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. Segments Privacy will be introduced in the Interactions Search application, allowing IVR segments An interaction between two parties, such as a customer and an agent. Each segment represents a stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult. to be excluded from search results. Playback of voice segments will still include the IVR portion and will be visible to users with permission to view the voice segment. 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.

CSAT Score on Last Segment

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

Customer Request

UI Change

Availability

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

Interaction Journey by Segment ID

Currently, the Interaction Journey displays all segments related to the selected master contact ID. In this release, the Interaction Journey modal will be updated to display segments related to the selected interaction ID. Interaction playback will use the interaction ID when available; otherwise, it will use the master contact ID. This new functionality supports journey visibility across multiple channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. Playback and deletion behaviors will be updated accordingly.

Customer Request

UI Change

Availability

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

Search: Customized Filters

The updated Filters UI will empower you to customize the selection and order of filters in the filter pane, enhancing your overall experience. Currently, you have limited control over the filters displayed in the application. In this release, you will be able to select, add, remove, and reorder filters according to your preference. Your preferences will be saved and displayed on your next login.

Customer Request

UI Change

Availability

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

Trigger Evaluations from the Player

Starting a quality evaluation directly from the CXone Mpower Player will be possible. This feature will make the evaluation process faster and more convenient.

Customer Request

UI Change

Availability

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

Multi-Agent Multi-Screen Playback

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

Customer Request

UI Change

Availability

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

Interaction Metadata Extract API New Fields

Two new fields will be introduced to enhance interaction analysis: Complex Call and Recording Masked. These additions will help determine whether an interaction involved multiple participants and the success of recording masking.

Customer Request

UI Change

Availability

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

Interactions Hub

Enhanced Policy Criteria Options

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

Customer Request

UI Change

Availability

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

Redaction Policy

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

Customer Request

UI Change

Availability

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

Segment Level Media Deletion Policy

The enhanced Segment An interaction between two parties, such as a customer and an agent. Each segment represents a stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult.-Level Media Deletion policy will offer more granular control over interaction data management. Users will be able to delete specific segments of an interaction that may contain sensitive or risky information, while preserving the valuable portions for assessment and analysis.

Customer Request

UI Change

Availability

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

Data Erasure Policy for All Recording Customers

The Data Erasure policy will become available to all recording customers without requiring an additional 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 deploy This feature is immediately available when the new release deploys to your environment.

Enhanced Risk Detection Board

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

Customer Request

UI Change

Availability

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

User Experience Enhancements

This release will include various user experience enhancements:

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

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

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

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

• Users will be able to edit policy names.​

Customer Request

UI Change

Availability

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

MAX

AutoSummary Availability

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

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

Customer Request

UI Change

Availability

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

Multi-ACD (Open)

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

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

Customer Request

UI Change

Availability

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

Avaya SBCE 10.2 Support

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

Customer Request

UI Change

Availability

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

Enhanced Security for Cisco Encrypted Phones

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

Customer Request

UI Change

Availability

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

Recording Status API

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

Customer Request

UI Change

Availability

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

Business Data Update API

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

Customer Request

UI Change

Availability

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

Lab Instance for Multi-ACD (Open)

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

Customer Request

UI Change

Availability

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

My Zone

Display of Hours:Minutes in Time-Off Summary

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

Customer Request

UI Change

Availability

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

Partner Applications

Adapters

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

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

In this release, you will be able to ignore the team validation. This will allow any unavailable code to be assigned to any team. If an agent changes their state to one that isn't assigned to their team, their state will change to the default Unavailable state.

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

Customer Request

UI Change

Availability

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

UK Sovereign Availability

Currently, Presence Sync and Directory Sync are only supported for standard configuration in the UK region. In this release, they will also be supported for sovereign cloud configuration in this 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.

Tenant Management

New Location for Agent Assist Hub Enablement Settings

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

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

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

Customer Request

UI Change

Availability

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

CXone Mpower Performance Management (inView)

Dashboard Enhancements

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

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

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

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

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Wallboards

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

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

This update is part of the ongoing efforts to improve the Wallboard settings and create a more consistent user experience across the platform. You'll find that managing your Current Agent State Wallboard will become more straightforward with this new layout.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Gamification Enhancements

You'll see two significant updates to the Gamification feature:

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

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

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

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Performance Management Next Generation

New Dashboard Widget

This release will introduce a new PM widget in Dashboard.

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

Customer Request

UI Change

Availability

GA The 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 Admin Features in Gamification

This release will introduce new enhancements to the Admin section in Gamification. The Budget tab will include:

• Budget Notifications

• Budget History

• Budget Export

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

Customer Request

UI Change

Availability

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

Multiple Date Parameters for Metrics

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

Customer Request

UI Change

Availability

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

Turnkey Integrations

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

Customer Request

UI Change

Availability

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

Simplified Objective Creation

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

Customer Request

UI Change

Availability

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

Quality Management

CRM Ticketing Integration

With the new CRM Ticketing integration solution, Quality Management will support tickets from the Salesforce or Zendesk CRM Ticketing system. This solution will import users and tickets to CXone Mpower. In Quality Management, tickets will be supported by:

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

• Evaluators will be able to evaluate the tickets from the CRM system. They will also be able to see the ticket comments for both the agent and the system. This will help evaluators to stay updated and manage their tickets more effectively.

• Calibration activities will be supported to ensure tickets are evaluated accurately.

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

Customer Request

UI Change

Availability

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

Evaluation Insights

Currently, when doing a performance review, you only have basic information about evaluations. In this release, the new Evaluation Insights tab will provide a summary and additional insights on agent performance, highlighting top strengths and areas for improvement. This will help managers prioritize coaching and support data-driven decisions. They will also be able to give feedback on the summary’s usefulness.

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

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

Customer Request

UI Change

Availability

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

Create Coaching from Evaluation Summary

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

Customer Request

UI Change

Availability

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

New Way to Interact with Quality Management Data

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

Customer Request

UI Change

Availability

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

Recording

ScreenAgent Manager Enhancements

The ScreenAgent Manager will support VDI, enable log downloads, and display new columns for CPU, RAM, Domain, and Username.

Customer Request

UI Change

Availability

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

Reporting

Business Intelligence (BI) Reports

AI Routing Agent Workload BI Report

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

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

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

You will be able to filter this report by skill, campaign, agent, and focus metric.

Customer Request

UI Change

Availability

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

Prebuilt Reports

Copilot for Supervisors in Billing Report

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

Customer Request

UI Change

Availability

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

Salesforce Agent

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

AutoSummary Availability

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

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

Customer Request

UI Change

Availability

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

Studio

Refinements to Snippet Debugger

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

This feature will be available later in the release cycle.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

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

Improved Conversion of Scripts from Desktop Studio to Studio

The layout of scripts when converting them from Desktop Studio to Studio will be improved. Currently, when you open a script in Studio that was last opened in Desktop Studio, the positions of most actions must be adjusted before you can work with the script. In this release, the algorithm that converts the layout will result in action placement that more closely reflects the Desktop Studio layout. This will make it easier to work on scripts in Studio.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

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

Support for Conditional Action Properties

Conditional action properties are properties that change or only appear based on settings made to other properties of the action. Support for conditional properties will be added to the actions that allow it. This will include actions such as REQAGENT and INDICATE. This change will apply to Studio only.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

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

Copy and Paste Actions Between Scripts

You will be able to copy one or more actions and paste them into another script. This will make it possible to quickly duplicate portions of one script in another script.

This feature will be available later in the release cycle.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

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

Standardization of Action Editor Windows

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

This feature will be available later in the release cycle.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

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

Supervisor

Agent Working State Updates

These improvements will provide supervisors with a more accurate representation of agents who are actively working contacts. Agents will be marked as Working when they handle:

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

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

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

Customer Request

UI Change

Availability

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

Simultaneous Use of Supervisor and Agent Applications

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

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

Customer Request

UI Change

Availability

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

FedRAMP: Encryption and FIPS Compliance

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

Customer Request

UI Change

Availability

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

Transcription

Product Branding Update

CXone Transcription will now be known as CXone Mpower Transcription. CXone Transcription for Copilot will now be known as CXone Mpower Transcription for Copilot. This update will provide a more consistent user experience and correspond with other rebranding changes across the CXone Mpower suite.

Customer Request

UI Change

Availability

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

Support for FedRAMP and UK Sovereign

Transcription Hub will be supported in and available for FedRAMP. It will also be supported for sovereign cloud configurations in the UK. This will enhance security and increase accessibility to Transcription Hub.

Customer Request

UI Change

Availability

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

New Model for Transcription for Copilot

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

Customer Request

UI Change

Availability

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

Virtual Agent Hub

Voice-Enabled Text Virtual Agents, Including Bot Builder

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

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

Customer Request

UI Change

Availability

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

Autopilot Options Reflect CXone Mpower Name

The options in Virtual Agent Hub for selecting Autopilot when adding a new virtual agent will be updated. The names listed on the buttons will change to CXone Mpower Autopilot Amelia and CXone Mpower Autopilot.

Customer Request

UI Change

Availability

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

Configure Your Virtual Agent to Handle a Contact That Rambles

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

Customer Request

UI Change

Availability

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

Regional Availability Expansion

Autopilot will be available for sovereign cloud configurations in Australia. Autopilot with voice biometric authentication will be supported for FedRAMP moderate customers.

Customer Request

UI Change

Availability

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

Voice Access

Click-to-Call Regional Expansion

Click-to-Call will become available in Brazil, Singapore, and UAE.

Customer Request

UI Change

Availability

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

Click-to-Call Contact Data in Screen Pop

You will be able to pass Click-to-Call data about the contact The person interacting with an agent, IVR, or bot in your contact center. for agents to see in a screen pop A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. in Agent. The details displayed in the screen pop will be collected from the contact's web browser and may include browsing history, whether they’ve called your contact center before, and so on.

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

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

Customer Request

UI Change

Availability

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

Click-to-Call Routing Based on Contact Data

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

If you need help with your configuration, you will need to 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.

Workforce Management

Automated Break Policy

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

This feature will require the Advanced license.

Customer Request

UI Change

Availability

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

Enhanced Staffing Efficiency

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

Customer Request

UI Change

Availability

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

Enhanced Forecasting with "Received" Data Point

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

Customer Request

UI Change

Availability

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

Agent Configuration - Date Range Specific Parameters

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

Customer Request

UI Change

Availability

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

Agent Preference-Based Scheduling

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

Customer Request

UI Change

Availability

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

Flexible Schedule Optimization

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

Customer Request

UI Change

Availability

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

Enhanced Data Resiliency and Recovery

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

Customer Request

UI Change

Availability

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

Time-Off Management API

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

Customer Request

UI Change

Availability

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

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

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

Customer Request

UI Change

Availability

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

Display of Days in Time-Off Summary - WFM Mobile

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

Customer Request

UI Change

Availability

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