Coming Soon in the 25.3 Release

Global Changes

Updated Login Flow for ABC/MRDR Systems

For systems that have opted in to Accelerated Business Continuity (ABC) and Multi-Region Disaster Recovery (MRDR), the login flow will be updated. Currently, a separate URL is required for users to log in to the MRDR tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. In this release, the login process will be automated. When you enable ABC in CXone Mpower, users will automatically be redirected to the MRDR system without disruption. Users who have multiple accounts in the system will be prompted to choose the account they want to log in to. This will ensure a seamless user experience and provide uninterrupted access during outages, planned maintenance, or regional failures.

Customer Request

UI Change

Availability

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

Encryption of Access and Refresh Tokens

Currently, access and refresh tokens are stored without encryption. This poses security risks. In this release, tokens will be encrypted to provide better security. Token information cannot be stolen by threat actors after it has been encrypted.

Customer Request

UI Change

Availability

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

Safe Mode

If a major problem is detected, your CXone Mpower system will enter safe mode. Safe mode will have limited routing functionality, but it will keep 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. routing to agents while preventing additional impact to users and your system. The activation and deactivation of safe mode will be automated. These routing settings will be honored when safe mode is activated: 

• The skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. priority Skill-based designation of the importance of contacts that determines delivery order. management and target agent settings

• The agent and team contact handling thresholds as well as Channel Lock, Request Contact, and Auto Focus settings.

At this time, routing attributes and bullseye ranges will not be honored in safe mode.

The safe mode functionality will be enabled by default for all systems with dynamic delivery in North America only. If you want to opt out of safe mode, 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.

Australia and Europe Sovereign Cloud Configurations

CXone Mpower will be fully available for sovereign cloud configurations in Australia and Europe.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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

Removal of Disposition-Based Time to Live (TTL) from Cloud Storage Services

Currently, the ability to manage the lifecycle 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. in your environment based on the dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. agents assign to them is available in a controlled release. In this release, it will be removed.

For more details, select the Cloud Storage Services 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Transition to the New Player

All users will be moved to the new CXone Mpower Player. The old player will be retired. This update will provide a more consistent and modern experience for all users, with improved functionality and ongoing support.

Customer Request

UI Change

Availability

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

New Applications

Desktop Discovery

Currently, Desktop Discovery is in a controlled release. In this release, it will become generally available.

Desktop Discovery will become a part of the CXone Mpower suite. This will leverage the CXone Mpower infrastructure and shared mechanisms. This significant infrastructure change will allow for streamlined deployment, simplified ongoing maintenance, and improved performance.

Customers who already have Desktop Discovery will notice new features in this release. For more details, select the Desktop Discovery filter on the top right.

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.

Noise Cancellation

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

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

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

Customer Request

UI Change

Availability

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

1CX

1CX is a cloud-based, unified communications application for business users. It has been available since last year but was not previously announced. It cannot be used as a stand-alone product.

1CX supports:

• Enterprise telephony

• Meetings (audio, web conferencing, and video)

• Unified messaging

• Instant messaging and presence

• Softphone, hard phone, web portal, and mobile apps

If you want to enable 1CX for your organization, contact your CXone Mpower Account Representative.

Customers who already have 1CX will notice new features in this release. For more details, select the 1CX 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.

1CX

Support for External Carriers

Currently, you need to use CXone Mpower telephony with 1CX. In this release, you will be able to use 1CX with your preferred carrier. You will need to work with your CXone Mpower Account Representative to configure this.

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.

Support for SMS

You will be able to send text messages to other users in your 1CX system.

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.

ACD

Audit History for Dispositions

Currently, a change log, or audit history, isn't available for dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.. In this release, dispositions will show an audit history. Additionally, the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. audit history will show details about when a disposition was added to, or removed from, the ACD skill.

Customer Request

UI Change

Availability

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

Default Digital Skill

All systems, regardless of whether they use Digital Experience, will have a default digital Any channel, contact, or skill associated with Digital Experience. ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. This digital ACD skill will be a static value that you cannot modify in the user interface or with bulk upload. You will not be required to take any action for this update.

For more details, select the Digital Engagement 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.

ACD Routing

Integrated Matching Generally Available

Integrated matching ensures that the priority Skill-based designation of the importance of contacts that determines delivery order. levels of voice and digital Any channel, contact, or skill associated with Digital Experience. interactions compare correctly so that the interaction with the highest priority routes first. For Digital Experience interactions, it more intuitively applies the contact threshold settings selected at the user and team level. Without integrated matching, all digital channels Any channel, contact, or skill associated with Digital Experience. are limited by the Digital contact threshold. With integrated matching, digital chats are constrained by the Chats setting, digital emails by the Emails setting, and so on. The Digital contact threshold only applies to social media channels and other digital channels that aren't represented elsewhere in the settings.

Currently, integrated matching is in a controlled release. In this release, it will become generally available. It will be enabled by default for new tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. If you have an existing tenant enabled for dynamic delivery without integrated matching, you will need to contact your CXone Mpower Account Representative if you want to enable it.

Customer Request

UI Change

Availability

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

Regional Expansion

Advanced routing features will become available in EU sovereign cloud configurations, Japan, 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.

Actions

Unified Data Insights

Data conversation capabilities will be enhanced by combining grains and schemas. This will allow questions that cover contact The person interacting with an agent, IVR, or bot in your contact center., agent contact, and segment A stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult.-level data for improved contact center insights. You will now be able to combine different data types, like analytics and quality management data, to ask specific questions. For example, you could find out the average customer sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. for calls longer than 10 minutes or the active listening score for shorter calls. You could also find the 10 agents with the highest average hold times along with the average customer sentiment score. Only records with a single segment for a contact are included in the result.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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 Generation for non-Expert Customers

Currently, Actions lets you generate knowledge articles only if you have Expert. In this release, you do not have to have Expert to generate knowledge articles. If you have your own knowledge base system and an Interaction Analytics license, you can use AI-powered knowledge generation to create articles and export them to documents. However, publishing to knowledge bases will still be restricted to Expert users 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 toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Search and Add from Knowledge Base

This feature will let you search existing knowledge base content integrated through the Knowledge Hub. You will then be able to combine it with top agent conversations to generate more complete and accurate articles. If you are using Expert, you will need read access to articles. If you are using a different knowledge source, you will need view access in the Knowledge Hub.

Actions will rename Search and Add from Expert to Search and Add from Knowledge Base. With this update, users without Expert will be able to search their knowledge base for related information to expand in the generated 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhanced Data Conversation Metrics

Actions will introduce two new metrics Statistics you can measure to keep track of your contact center.:

• Silence Metric: The Silence Metric will be available for 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. to determine the silence When neither party is talking during an interaction. Is notable after three or more seconds. Total notable silence is the sum of all notable silence periods. time in a segment.

• Point of Contact Metric: The Point of Contact Metric will be used to identify the entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Anomaly Detection Metrics for Digital Chat

Currently, Actions provides anomaly detection metrics for voice. In this release, Actions will also provide anomaly detection metrics, root cause analysis, and top contributors for the Digital Chat channel Various voice and digital communication mediums that facilitate customer interactions in a contact center.. You can view anomalies by channel type, with this release focusing on the chat channel.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhanced Autopilot Knowledge Dashboard

This update will introduce comprehensive end-to-end reporting for Autopilot Knowledge, including details about overall effectiveness, engaged customers, contained customers, elevated metrics, and abandoned Interactions that enter the system but end before reaching an agent, such as when the contact hangs up. metrics. Additionally, it will include generative AI performance reporting on all questions directed to the knowledge base and bot A software application that handles customer interactions in place of a live human agent. performance analysis of bot intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. behavior.

Customer Request

UI Change

Availability

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

Observability Copilot

The Observability Copilot will let you explore Observability Dashboard data using natural language. You will be able to ask questions about the data, receive insights and actionable suggestions, and perform actions directly within the Observability Dashboard when using the Observability Copilot. It will also support category management, allowing you to understand category distribution and assess query quality. You will be able to manage categories through natural language by adding, removing, or renaming them. Additionally, you will be able to generate knowledge by topic directly from the natural language interface.

Customer Request

UI Change

Availability

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

Monitor Copilot for Agents Feedback in the Observability Dashboard

You will be able to monitor feedback from Copilot for Agents within the Observability Dashboard, including suggestions and overall call feedback.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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 Generation Feedback

Currently, you can generate knowledge directly from the Observability Dashboard and publish it to Expert. In this release, you will be able to view previously generated knowledge, whether created by you or other 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.

Admin

Permissions Page Improvements

The Permissions page under Roles and Permissions will be improved to provide a better user experience. The appearance of the permission buttons will be changed so it's easier to tell which permissions are enabled. A horizontal scroll bar will be added to make navigating the page easier when there is a large set of 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.

Employee Templates

Employee templates will allow you to create collections of employee profile settings that you can use to quickly create new employee profiles. When you create a new employee profile, you will load the template you need. This will apply the preselected settings to the profile. You will then need to enter the settings the template doesn't include. If needed, you will also be able to adjust the settings the template applied.

Employee templates will include these settings: Team, Primary Role, Time Zone, Attributes, Login Authenticator, Secondary Roles, Views, and WEM Skills. You will have the option to exclude any of these settings from the template to force a manual selection for each employee. For example, if you're a global organization, you could exclude the Time Zone setting so a time zone must be selected manually when the template is used to create an employee 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 toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

SCIM Bearer Token

Currently, CXone Mpower supports SCIM using client secret and API key definitions. In this release, it will support SCIM using bearer tokens. This will allow you to use SCIM for identity providers (IdPs) that require bearer tokens, like EntraID.

You will create SCIM-specific bearer tokens directly from the Account Settings page. This will be a faster and more user-friendly method than is currently available. When you create a bearer token, you will only be able to see the token once for security purposes. The token will be scoped specifically and exclusively for SCIM APIs. It will not grant access to any other APIs or services.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Change History UI Update

Entities throughout the Admin application include a Change History tab that lets you see a log of changes made to the entity. This tab will include a subtle update to the look and feel.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Agent

Desktop Profiles

Desktop profiles will allow you to customize the agent experience using:

• Settings to enable and disable apps such as Contact History , Queue Counter , and Schedule .

• A setting to configure the default screen size of Agent.

In future releases, additional settings will be added to desktop profiles.

After you create and configure desktop profiles, you will be able to assign them to teams of agents. You will be able to access desktop profiles by navigating to Agent Integrations > Desktop Profiles.

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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhanced Customer Card

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

ECC will contain the following features:

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

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

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

• Customer Notes: Displays customer notes that support the customer profile and provide context about an interaction.

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

Customer Request

UI Change

Availability

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.

Email Enhancements

The following changes will be made to the email experience in Agent:

• Enhanced Rendering: HTML rendering of emails will be improved. Complex email components, such as tables, will have better formatting. This will apply to the agent's view.

• Improved Interface: Email will be updated with a new, modern user interface.
• Sort Newest to Oldest: Currently, Agent displays the oldest emails at the top. In this release, agents will be able to choose to display the newest emails at the top. A new setting called Email Message Sort Order will be added to Settings .
• Collapse and Expand: Agents will be able to collapse and expand messages in an email thread.
• Copy and Paste Multiple Email Addresses: Agents will be able to copy and paste multiple email addresses into the To, CC, and BCC fields.
• Removing Search Drop-Downs: Currently, when an agent clicks in the To, CC, and BCC fields, drop-downs appear that allow the agent to search for an email address. In this release, those drop-downs will be removed; they are confusing and non-functional.
• Attachments at Top: Attachments will display at the top of messages, ensuring that agents don't miss them.
• Send to Email Addresses with Special Characters: Agents will be able to send emails to email addresses that contain more special characters than currently supported, such as the plus sign (+).

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhancements to Interactions Tab in Search

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

• Sort More Columns: Currently, agents can only sort by the Create Date column. In this release, they will also be able to sort by the following columns:

  • Case ID

  • First Response Time

  • Resolution Time

  • Status

  Sorting will support both ascending and descending order, alphabetically or numerically.

• Fixed Options Icon: Options will stay fixed on the far right, even when the horizontal scroll bar appears.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Recording Notifications

You will be able to more clearly notify agents that calls are being recorded by:

• Displaying explicit pop-up notifications to agents when call recording starts and stops.

• Enabling the Record icon to turn red if recording is started automatically. Currently, it only turns red if the agent manually starts recording.

You will need to contact your Account Representative to enable these for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

Additionally, the Recording icon will be updated to a more modern, noticeable design.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Improvements to Favorites

The following changes will be made to the favorites functionality in Agent:

• Remembering Favorites: Agents' favorite states The availability status of an agent., quick responses, and directory entries will stay saved after they log out or clear their cache and cookies.

• More Directory Favorites: Currently, in the Directory , agents can only favorite other agents. In this release, they will also be able to favorite skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge., teams, standard address books, and external directories.

Customer Request

UI Change

Availability

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

Automatic Loading of Directory Entries

Currently, to view all entries in the Directory , agents must perform a blank search. That is, they must click in the search bar, leave it empty, and press Enter on their keyboard. In this release, Directory entries will load automatically when agents open the Directory . This will apply to all the directories they can select from the drop-down. Additionally, performance enhancements will be made to help directory entries load faster.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Select CRM Configuration Region

Currently, all CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. configurations are connected to the North America region. In this release, you will be able to choose which region you want your CRM configurations to be connected to. A new drop-down called Select Region will be added to the Create Configuration form in Agent Integrations . You will be able to select from the AMERICAS, APAC, and EMEA regions.

If you change the region of a CRM configuration, you'll need to re-authenticate, re-create data memorialization and dynamic data mappings, and reconfigure the WORKFLOW EXECUTE and AGENT WORKFLOW CONFIGURATION actions 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.

CRM Configuration Expiration Reminder

If a CRM configuration is about to expire, a reminder to re-authenticate your CRM will appear in the Create Configuration form in Agent Integrations . It will also be sent to your email.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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

Agent 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.

Improvements to the Digital Interaction Experience

The following changes will be made to the digital Any channel, contact, or skill associated with Digital Experience. interaction experience in Agent:

• Disable Drag and Drop Attachments: Currently, when Attach Files is disabled, agents can still drag and drop or copy and paste files into Agent to attach them. In this release, they will not be able to do that. To disable Attach Files , contact your Account Representative.

• Improved Error Message for Apple Messages for Business: When a contact The person interacting with an agent, IVR, or bot in your contact center. closes an Apple Messages for Business thread, the agent can no longer send messages in the thread. Currently, when this occurs, the agent receives an error message that says, "Unable to send reply/outbound." In this release, that error message will be updated to be more specific and helpful.

• Honoring Required Case Custom Fields: Agents will not be able to save any edits to case custom fields unless they've filled out the required fields. If they try to do so, an error message will appear with a list of the required fields they've left blank. Case custom fields appear when you click View Details at the top of the Interaction Space in 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.

Agent Assist Applications

Cognigy Integration

Cognigy will become a certified agent assist application. You will be able to select it when adding a new agent assistant profile in Agent Assist Hub. It will support both voice and digital channels Any channel, contact, or skill associated with Digital Experience.. See the Cognigy website for information on what kinds of help Cognigy can offer 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 deploy This feature is immediately available when the new release deploys to your environment.

Salesforce Assist License

Salesforce Assist will have its own license available for purchase. You will no longer need to purchase an Agent Assist Hub license to use Salesforce Assist. This license will be billed on a usage-based model.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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 Agent Assist Endpoints

View CTI Events

If the audio stream for a custom agent assist integration stops, a new WebSocket payload will appear with the CTI event (that is, the reason for the disconnection). CTI events include:

• Call disconnected

• Call held

• Call transferred

This will provide faster real-time insights into audio interruptions. To enable this, you'll need to turn on a new CTI Event setting in the Custom Agent Assist Endpoint app.

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.

Use Single WebSocket for Audio Streaming

Currently, if you need both the contact The person interacting with an agent, IVR, or bot in your contact center. and the agent audio, it requires two WebSocket connections. In this release, Custom Agent Assist Endpoints will support using a single WebSocket to stream both the contact and agent audio. Using one WebSocket is easier and less expensive for managing audio for your agent assist Software application that provides context-specific help to the agent. application.

To enable this, you'll need to select Multiplex in the Participants setting in the Custom Agent Assist Endpoint app.

Customer Request

UI Change

Availability

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

Agent Embedded

Agent Embedded for Microsoft Dynamics

Updated Relate Records Interface

The interface for relating Microsoft Dynamics records will be updated. It will match how agents relate ServiceNow records.

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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Agent Embedded for Salesforce

Setting to Auto-Expand for New Interactions

A new setting called Enable auto expand of agent will be added to the Display & Keyboard tab in Settings . When enabled, Agent for Salesforce will expand if 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. while the agent application is minimized. This will allow agents to focus on other screens in Salesforce with the peace of mind that they won't miss calls, chats, and so on.

This will apply to calls, digital Any channel, contact, or skill associated with Digital Experience. interactions, voicemails, and work items Customizable method of delivering contacts to an agent via Studio scripts.. By default, Enable auto expand of agent will be disabled.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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

Desktop Profiles

Desktop profiles will allow you to customize the agent experience using:

• Settings to enable and disable apps such as Contact History , Queue Counter , and Schedule .

• A setting to configure the default screen size of Agent Embedded.

In future releases, additional settings will be added to desktop profiles.

After you create and configure desktop profiles, you will be able to assign them to teams of agents. You will be able to access desktop profiles by navigating to Agent Integrations > Desktop Profiles.

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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhanced Customer Card

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

ECC will contain the following features:

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

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

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

• Customer Notes: Displays customer notes that support the customer profile and provide context about an interaction.

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

Customer Request

UI Change

Availability

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.

Email Enhancements

The following changes will be made to the email experience in Agent Embedded:

• Enhanced Rendering: HTML rendering of emails will be improved. Complex email components, such as tables, will have better formatting. This will apply to the agent's view.

• Improved Interface: Email will be updated with a new, modern user interface.
• Sort Newest to Oldest: Currently, Agent Embedded displays the oldest emails at the top. In this release, agents will be able to choose to display the newest emails at the top. A new setting called Email Message Sort Order will be added to Settings .
• Collapse and Expand: Agents will be able to collapse and expand messages in an email thread.
• Copy and Paste Multiple Email Addresses: Agents will be able to copy and paste multiple email addresses into the To, CC, and BCC fields.
• Removing Search Drop-Downs: Currently, when an agent clicks in the To, CC, and BCC fields, drop-downs appear that allow the agent to search for an email address. In this release, those drop-downs will be removed; they are confusing and non-functional.
• Attachments at Top: Attachments will display at the top of messages, ensuring that agents don't miss them.
• Send to Email Addresses with Special Characters: Agents will be able to send emails to email addresses that contain more special characters than currently supported, such as the plus sign (+).

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhancements to Interactions Tab in Search

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

• Sort More Columns: Currently, agents can only sort by the Create Date column. In this release, they will also be able to sort by the following columns:

  • Case ID

  • First Response Time

  • Resolution Time

  • Status

  Sorting will support both ascending and descending order, alphabetically or numerically.

• Fixed Options Icon: Options will stay fixed on the far right, even when the horizontal scroll bar appears.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Recording Notifications

You will be able to more clearly notify agents that calls are being recorded by:

• Displaying explicit pop-up notifications to agents when call recording starts and stops.

• Enabling the Record icon to turn red if recording is started automatically. Currently, it only turns red if the agent manually starts recording.

You will need to contact your Account Representative to enable these for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

Additionally, the Recording icon will be updated to a more modern, noticeable design.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Improvements to Favorites

The following changes will be made to the favorites functionality in Agent Embedded:

• Remembering Favorites: Agents' favorite states The availability status of an agent., quick responses, and directory entries will stay saved after they log out or clear their cache and cookies.

• More Directory Favorites: Currently, in the Directory , agents can only favorite other agents. In this release, they will also be able to favorite skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge., teams, standard address books, and external directories.

Customer Request

UI Change

Availability

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

Automatic Loading of Directory Entries

Currently, to view all entries in the Directory , agents must perform a blank search. That is, they must click in the search bar, leave it empty, and press Enter on their keyboard. In this release, Directory entries will load automatically when agents open the Directory . This will apply to all the directories they can select from the drop-down. Additionally, performance enhancements will be made to help directory entries load faster.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Select CRM Configuration Region

Currently, all CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. configurations are connected to the North America region. In this release, you will be able to choose which region you want your CRM configurations to be connected to. A new drop-down called Select Region will be added to the Create Configuration form in Agent Integrations . You will be able to select from the AMERICAS, APAC, and EMEA regions.

If you change the region of a CRM configuration, you'll need to re-authenticate, re-create data memorialization and dynamic data mappings, and reconfigure the WORKFLOW EXECUTE and AGENT WORKFLOW CONFIGURATION actions 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.

CRM Configuration Expiration Reminder

If a CRM configuration is about to expire, a reminder to re-authenticate your CRM will appear in the Create Configuration form in Agent Integrations . It will also be sent to your email.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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

Agent Embedded 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.

Improvements to the Digital Interaction Experience

The following changes will be made to the digital Any channel, contact, or skill associated with Digital Experience. interaction experience in Agent Embedded:

• Disable Drag and Drop Attachments: Currently, when Attach Files is disabled, agents can still drag and drop or copy and paste files into Agent Embedded to attach them. In this release, they will not be able to do that. To disable Attach Files , contact your Account Representative.

• Improved Error Message for Apple Messages for Business: When a contact The person interacting with an agent, IVR, or bot in your contact center. closes an Apple Messages for Business thread, the agent can no longer send messages in the thread. Currently, when this occurs, the agent receives an error message that says, "Unable to send reply/outbound." In this release, that error message will be updated to be more specific and helpful.

• Honoring Required Case Custom Fields: Agents will not be able to save any edits to case custom fields unless they've filled out the required fields. If they try to do so, an error message will appear with a list of the required fields they've left blank. Case custom fields appear when you click View Details at 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.

Agent for Microsoft Teams

Desktop Profiles

Desktop profiles will allow you to customize the agent experience using:

• Settings to enable and disable apps such as Contact History , Queue Counter , and Schedule .

• A setting to configure the default screen size of Agent for Microsoft Teams.

In future releases, additional settings will be added to desktop profiles.

After you create and configure desktop profiles, you will be able to assign them to teams of agents. You will be able to access desktop profiles by navigating to Agent Integrations > Desktop Profiles.

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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhanced Customer Card

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

ECC will contain the following features:

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

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

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

• Customer Notes: Displays customer notes that support the customer profile and provide context about an interaction.

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

Customer Request

UI Change

Availability

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.

Email Enhancements

The following changes will be made to the email experience in Agent for Microsoft Teams:

• Enhanced Rendering: HTML rendering of emails will be improved. Complex email components, such as tables, will have better formatting. This will apply to the agent's view.

• Improved Interface: Email will be updated with a new, modern user interface.
• Sort Newest to Oldest: Currently, Agent for Microsoft Teams displays the oldest emails at the top. In this release, agents will be able to choose to display the newest emails at the top. A new setting called Email Message Sort Order will be added to Settings .
• Collapse and Expand: Agents will be able to collapse and expand messages in an email thread.
• Copy and Paste Multiple Email Addresses: Agents will be able to copy and paste multiple email addresses into the To, CC, and BCC fields.
• Removing Search Drop-Downs: Currently, when an agent clicks in the To, CC, and BCC fields, drop-downs appear that allow the agent to search for an email address. In this release, those drop-downs will be removed; they are confusing and non-functional.
• Attachments at Top: Attachments will display at the top of messages, ensuring that agents don't miss them.
• Send to Email Addresses with Special Characters: Agents will be able to send emails to email addresses that contain more special characters than currently supported, such as the plus sign (+).

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhancements to Interactions Tab in Search

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

• Sort More Columns: Currently, agents can only sort by the Create Date column. In this release, they will also be able to sort by the following columns:

  • Case ID

  • First Response Time

  • Resolution Time

  • Status

  Sorting will support both ascending and descending order, alphabetically or numerically.

• Fixed Options Icon: Options will stay fixed on the far right, even when the horizontal scroll bar appears.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Recording Notifications

You will be able to more clearly notify agents that calls are being recorded by:

• Displaying explicit pop-up notifications to agents when call recording starts and stops.

• Enabling the Record icon to turn red if recording is started automatically. Currently, it only turns red if the agent manually starts recording.

You will need to contact your Account Representative to enable these for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

Additionally, the Recording icon will be updated to a more modern, noticeable design.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Improvements to Favorites

The following changes will be made to the favorites functionality in Agent for Microsoft Teams:

• Remembering Favorites: Agents' favorite states The availability status of an agent., quick responses, and directory entries will stay saved after they log out or clear their cache and cookies.

• More Directory Favorites: Currently, in the Directory , agents can only favorite other agents. In this release, they will also be able to favorite skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge., teams, standard address books, and external directories.

Customer Request

UI Change

Availability

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

Automatic Loading of Directory Entries

Currently, to view all entries in the Directory , agents must perform a blank search. That is, they must click in the search bar, leave it empty, and press Enter on their keyboard. In this release, Directory entries will load automatically when agents open the Directory . This will apply to all the directories they can select from the drop-down. Additionally, performance enhancements will be made to help directory entries load faster.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Select CRM Configuration Region

Currently, all CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. configurations are connected to the North America region. In this release, you will be able to choose which region you want your CRM configurations to be connected to. A new drop-down called Select Region will be added to the Create Configuration form in Agent Integrations . You will be able to select from the AMERICAS, APAC, and EMEA regions.

If you change the region of a CRM configuration, you'll need to re-authenticate, re-create data memorialization and dynamic data mappings, and reconfigure the WORKFLOW EXECUTE and AGENT WORKFLOW CONFIGURATION actions 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.

CRM Configuration Expiration Reminder

If a CRM configuration is about to expire, a reminder to re-authenticate your CRM will appear in the Create Configuration form in Agent Integrations . It will also be sent to your email.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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

Agent for Microsoft Teams 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.

Improvements to the Digital Interaction Experience

The following changes will be made to the digital Any channel, contact, or skill associated with Digital Experience. interaction experience in Agent for Microsoft Teams:

• Disable Drag and Drop Attachments: Currently, when Attach Files is disabled, agents can still drag and drop or copy and paste files into Agent for Microsoft Teams to attach them. In this release, they will not be able to do that. To disable Attach Files , contact your Account Representative.

• Improved Error Message for Apple Messages for Business: When a contact The person interacting with an agent, IVR, or bot in your contact center. closes an Apple Messages for Business thread, the agent can no longer send messages in the thread. Currently, when this occurs, the agent receives an error message that says, "Unable to send reply/outbound." In this release, that error message will be updated to be more specific and helpful.

• Honoring Required Case Custom Fields: Agents will not be able to save any edits to case custom fields unless they've filled out the required fields. If they try to do so, an error message will appear with a list of the required fields they've left blank. Case custom fields appear when you click View Details at the top of the Interaction Space in Agent for Microsoft Teams.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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

Desktop Profiles

Desktop profiles will allow you to customize the agent experience using:

• Settings to enable and disable apps such as Contact History , Queue Counter , and Schedule .

• A setting to configure the default screen size of Agent Integrated.

In future releases, additional settings will be added to desktop profiles.

After you create and configure desktop profiles, you will be able to assign them to teams of agents. You will be able to access desktop profiles by navigating to Agent Integrations > Desktop Profiles.

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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhanced Customer Card

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

ECC will contain the following features:

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

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

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

• Customer Notes: Displays customer notes that support the customer profile and provide context about an interaction.

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

Customer Request

UI Change

Availability

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.

Email Enhancements

The following changes will be made to the email experience in Agent Integrated:

• Enhanced Rendering: HTML rendering of emails will be improved. Complex email components, such as tables, will have better formatting. This will apply to the agent's view.

• Improved Interface: Email will be updated with a new, modern user interface.
• Sort Newest to Oldest: Currently, Agent Integrated displays the oldest emails at the top. In this release, agents will be able to choose to display the newest emails at the top. A new setting called Email Message Sort Order will be added to Settings .
• Collapse and Expand: Agents will be able to collapse and expand messages in an email thread.
• Copy and Paste Multiple Email Addresses: Agents will be able to copy and paste multiple email addresses into the To, CC, and BCC fields.
• Removing Search Drop-Downs: Currently, when an agent clicks in the To, CC, and BCC fields, drop-downs appear that allow the agent to search for an email address. In this release, those drop-downs will be removed; they are confusing and non-functional.
• Attachments at Top: Attachments will display at the top of messages, ensuring that agents don't miss them.
• Send to Email Addresses with Special Characters: Agents will be able to send emails to email addresses that contain more special characters than currently supported, such as the plus sign (+).

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhancements to Interactions Tab in Search

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

• Sort More Columns: Currently, agents can only sort by the Create Date column. In this release, they will also be able to sort by the following columns:

  • Case ID

  • First Response Time

  • Resolution Time

  • Status

  Sorting will support both ascending and descending order, alphabetically or numerically.

• Fixed Options Icon: Options will stay fixed on the far right, even when the horizontal scroll bar appears.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Recording Notifications

You will be able to more clearly notify agents that calls are being recorded by:

• Displaying explicit pop-up notifications to agents when call recording starts and stops.

• Enabling the Record icon to turn red if recording is started automatically. Currently, it only turns red if the agent manually starts recording.

You will need to contact your Account Representative to enable these for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

Additionally, the Recording icon will be updated to a more modern, noticeable design.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Improvements to Favorites

The following changes will be made to the favorites functionality in Agent Integrated:

• Remembering Favorites: Agents' favorite states The availability status of an agent., quick responses, and directory entries will stay saved after they log out or clear their cache and cookies.

• More Directory Favorites: Currently, in the Directory , agents can only favorite other agents. In this release, they will also be able to favorite skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge., teams, standard address books, and external directories.

Customer Request

UI Change

Availability

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

Automatic Loading of Directory Entries

Currently, to view all entries in the Directory , agents must perform a blank search. That is, they must click in the search bar, leave it empty, and press Enter on their keyboard. In this release, Directory entries will load automatically when agents open the Directory . This will apply to all the directories they can select from the drop-down. Additionally, performance enhancements will be made to help directory entries load faster.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Select CRM Configuration Region

Currently, all CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. configurations are connected to the North America region. In this release, you will be able to choose which region you want your CRM configurations to be connected to. A new drop-down called Select Region will be added to the Create Configuration form in Agent Integrations . You will be able to select from the AMERICAS, APAC, and EMEA regions.

If you change the region of a CRM configuration, you'll need to re-authenticate, re-create data memorialization and dynamic data mappings, and reconfigure the WORKFLOW EXECUTE and AGENT WORKFLOW CONFIGURATION actions 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.

CRM Configuration Expiration Reminder

If a CRM configuration is about to expire, a reminder to re-authenticate your CRM will appear in the Create Configuration form in Agent Integrations . It will also be sent to your email.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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

Agent Integrated 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.

Improvements to the Digital Interaction Experience

The following changes will be made to the digital Any channel, contact, or skill associated with Digital Experience. interaction experience in Agent Integrated:

• Disable Drag and Drop Attachments: Currently, when Attach Files is disabled, agents can still drag and drop or copy and paste files into Agent Integrated to attach them. In this release, they will not be able to do that. To disable Attach Files , contact your Account Representative.

• Improved Error Message for Apple Messages for Business: When a contact The person interacting with an agent, IVR, or bot in your contact center. closes an Apple Messages for Business thread, the agent can no longer send messages in the thread. Currently, when this occurs, the agent receives an error message that says, "Unable to send reply/outbound." In this release, that error message will be updated to be more specific and helpful.

• Honoring Required Case Custom Fields: Agents will not be able to save any edits to case custom fields unless they've filled out the required fields. If they try to do so, an error message will appear with a list of the required fields they've left blank. Case custom fields appear when you click View Details at 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.

API

Data Policy APIs for Interactions Hub

A new set of APIs will let you perform read and write operations on Interactions Hub data policies. These will help automate compliance processes by accessing and updating data policies.

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.

Workforce Management APIs

Two new Workforce Management APIs will let you update and view agents' allotted time off outside of WFM:

• PUT /timeoff-manager/allotments/import: Update an agent's amount of time off.

• GET /timeoff-manager/summary/{activityCodeName}: Get a summary of the agent's time off.

To use both API calls, you will need to provide an activity code.

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.

Billing API Call

Partners will be able to programmatically get and submit their product usage data with a new pair of API calls. Contact your CXone Mpower Account Representative with questions.

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.

V32 of Schedule Callback APIs

Three APIs for scheduling callbacks will be updated to version 32. The new version will introduce calendarEventId to the request and response. This enables Microsoft Outlook calendar integrations from the agent application. It will allow agents to receive notifications for new, upcoming, and modified commitments from the Outlook email client. Also, if agents have Outlook installed on their mobile devices, they will receive notifications even if they aren’t logged in.

The following APIs will be updated to version 32:

• GET /agents/{agentId}/scheduled-callbacks

• POST /scheduled-callbacks

• PUT /scheduled-callbacks/{callbackId}

Customer Request

UI Change

Breaking Change

Impacted Versions

V32

Availability

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

Attendant

Regional Expansion

Attendant will support 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.

Autopilot

Autopilot Amelia Upgrade

Autopilot Amelia will upgrade to Amelia version 6.15.3. You can download the version 6.15.3 release notes.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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 Prompts

Currently, Autopilot uses the standard prompts created in GenAI Prompt Editor. In this release, Autopilot will be able to use custom prompts created in GenAI Prompt Editor.

Customer Request

UI Change

Availability

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

Provide Feedback on Autopilot Experience

Contacts The person interacting with an agent, IVR, or bot in your contact center. will be able to rate their experience with Autopilot by providing a thumbs up or thumbs down. The feedback will be available on the Autopilot panel in the Observability Dashboard.

Customer Request

UI Change

Availability

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

Support in Knowledge Hub

Knowledge Hub will provide support for 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Regional Availability

Autopilot will be available for Sovereign cloud configurations in Australia and FedRAMP.

Customer Request

UI Change

Availability

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

AutoSummary

FedRAMP Standalone License

Currently, one AutoSummary license is available. The AutoSummary Copilot license gives you the complete version of AutoSummary. It works with Agent, Agent Embedded, Agent for Microsoft Teams, and Agent Integrated.

In this release, an AutoSummary FedRAMP standalone license will be available. It will be FedRAMP-compliant and available for MAX customers. Supported features will include real-time summaries, customer sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis, and transfer summaries in addition to the final summary.

Customer Request

UI Change

Availability

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

Configure Location of the Summary Notes

Currently, the AutoSummary appears in the Disposition Notes field in the Outcome window of the agent application. In this release, you will be able to choose where the AutoSummary appears. You will be able to display the summary as a card in the App Space, in the Disposition Notes field, or in both locations.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Bot Builder (Agent Builder)

Bot Builder Will Be Renamed as Mpower Agent Builder

Bot Builder will be renamed as Mpower Agent Builder. Mpower Agent Builder will let you create virtual agents A software application that handles customer interactions in place of a live human agent., which will now be called Mpower agents. Mpower Agent Builder will behave the same as Bot Builder, with the additional new features outlined below.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Use Natural Language to Generate Flows

Currently, you create flows A graphical representation of a conversation used to train a bot. by manually adding intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. and responses to the flow designer canvas. In this release, a panel to the right of the flow designer canvas will let you generate flows using natural language. For example, you might request a flow to reset a password. A proposed flow will be generated using the workflow components in the flow designer. You will be able to request further changes to your flow or you will be able to fine-tune the flow yourself. This will help save time when creating Mpower 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 toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Use Copilot Panel in Script Editor

A new panel named Copilot Script Editor will be available when using the Script Editor. You will be able to use this panel to learn more about a script by asking natural language questions. You will also be able to request general to line-level changes to the script. As the Copilot generates new code or modifies existing code in your script, you will be prompted to save or discard the changes. This will also help save time when creating Mpower 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Generate Handover Summaries

You will be able to include a generated conversation summary when handing over a conversation from an Mpower agent to a live agent. To use handover summaries, you will need to check the Include conversation summary option when using the Handover action. This will help agents quickly get up to speed and proceed with the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Generate Intent Utterances

Currently, when you add a new intent to an Mpower agent, you must manually add examples of how contacts The person interacting with an agent, IVR, or bot in your contact center. express that intent. For example, variations on hello might include hi, hey, howdy, greetings, good morning, and so on. In this release, you will be able to request that Mpower Agent Builder generates the intent examples for you. It will use generative AI via OpenAI's API to add examples to intents. This will save you the time of looking up real utterances What a contact says or types. that contacts use and adding them to your Mpower agent. However, you will still need to review the suggested examples to ensure they are valid for the intent.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Add Forms in Flow Designer

You will be able to add forms in the flow designer for capturing user 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Cloud Storage Services

Removal of Disposition-Based Time to Live (TTL)

Currently, the ability to manage the lifecycle 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. based on their dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. is available in a controlled release. In this release, it will be removed. If you use this feature, you will need to replace the functionality using Interactions Hub Data Policies.

Customer Request

UI Change

Availability

CR The feature is available for CXone Mpower customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your Account Representative. On toggle For this release, the feature automatically toggles on later in the release. 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

Proactively Display Task Assist Automations to Agents

Currently, if Task Assist automations have been created, agents can manually scroll through them and initiate as needed. In this release, you will be able to configure Task Assist to be proactively offered to the agent based on the transcript Written form of all or part of a voice or digital interaction.. For example, if the transcript includes information about password issues, and you have a reset password task automation, then that task card will be offered to the agent. The agent can either choose to start the task or to ignore it.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Secondary Knowledge Base Answers

If you have knowledge articles written for different audiences (such as customers and agents), you will be able to configure Secondary KB Answers. You will be able to present two different KB Answers for the same question by applying filter criteria specific to the target audience.  For example, internal-use articles may have a tag named Internal that is applied for filtering purposes.  Secondary KB answers appear as sub-cards inside the primary KB answer.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Configure the Location of Copilot AutoSummary

Currently, the Copilot AutoSummary appears in the Notes field of the Outcome Panel. In this release, you will be able to modify preferences on where and how the AutoSummary is displayed.  In addition to (or instead of) being presented in the Notes field, AutoSummary can be presented in a new AutoSummary card within the Copilot for Agents. This will enable agents to optionally view and edit the AutoSummary in Copilot for Agents without needing to have dispositions enabled on the skills.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Edit Prompts for Additional Features

Currently, you can edit the generative AI prompts for Copilot AutoSummary, KB Answers, and Journey Summary. In this release, you will also be able to configure custom Al prompts for:

• Real-time summaries

• Real-time customer sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

User Interface Improvements

The following improvements will be made to the Copilot for Agents user interface:

• You will be able to disable automated KB Answers for a Copilot for Agents profile (while preserving manual-only queries).

• When editing a Copilot for Agents profile, you will be able to select the Knowledge Hub profile name from a drop-down.

• Agent Assist Hub previously displayed some legacy settings that were no longer available. This user interface will be updated to remove the unused settings. You will use the Admin > AI Studio > Copilot for Agents Config page to manage Copilot for 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 toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Dashboard

Global Filters

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

Customer Request

UI Change

Availability

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

Frustration Widget Link to Interaction Analytics

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

Customer Request

UI Change

Availability

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

New ASA Metrics Without Callback Time

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

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

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

Customer Request

UI Change

Availability

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

Dashboard Localization

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

Customer Request

UI Change

Availability

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

New Quality Evaluations Widget

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

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

Customer Request

UI Change

Availability

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

Channel View in Quality Score Widgets

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

Customer Request

UI Change

Availability

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

New Coaching Widget

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

Customer Request

UI Change

Availability

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

New PM Widgets for Gamification

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

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

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

Customer Request

UI Change

Availability

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

Enhanced Dashboard Experience

Dashboard will have an improved user interface to make it more modern and accessible.

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

This release will include a comprehensive update to the Dashboard UI library. This update will replace all existing components with redesigned, accessibility-first versions. You'll see updated styles, new theme options, and expanded APIs.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

New Reporting Templates

Four new reporting templates will be added to Dashboard in this release:

• Interaction Summary: This report will list contacts handled within a selected time frame. It will show each step of a contact's life cycle, including transcripts and recordings when available. The report will cover omnichannel voice, legacy digital, and Digital Experience channels.

• Agent Session: This report will allow supervisors to view agent data in one location. It will focus on time management, including lunch duration and idle time. The report will combine information from several existing reports. It can be used to identify inefficiencies, improve schedule adherence, and inform coaching conversations.

• Evaluation By Team: This report will display evaluation data across all channels for teams and agents. It will include six widgets providing information about team performance.

• Evaluator Analysis: This report will show evaluator performance and evaluation progress. It will include six widgets with information on evaluators' work, focusing on quality plans and evaluations.

These reports aim to provide more comprehensive data to help you improve efficiency, quality, and team 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Data Share

Access Change for CXone Mpower-Provided Snowflake Accounts

In October 2025, Snowflake will require multi-factor authentication (MFA) for user accounts. This may impact your Data Share setup if you have a program accessing data from the Snowflake account. To accommodate this change, you will be able to create a service user in the Data Share interface. The service user will allow you to use a different type of authentication instead of MFA and continue using your data sharing setup.

Customer Request

UI Change

Availability

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

Desktop Discovery

Configuration Update

The Configuration Update feature will allow admins and supervisors to manage Desktop Discovery client configurations. Admins and supervisors will be able to create new client configurations and easily assign them to teams based on their requirements. 

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.

Mouse and Keyboard Events Data Collection

The data discovery client will collect events originating from the agent's mouse and keyboard activities, including left-click, right-click, scrolling, special keyboard combinations (such as CTRL+C and CTRL+V), and regular text entry.

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.

Preprocessing of Data

This feature will ensure that sensitive data is processed on the client side before being transmitted to CXone Mpower, protecting it from exposure to unauthorized external entities. By default, this feature is disabled.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

DEVone Integrations

A5

Omni Agent Light Embedded Agent Client

Omni Agent Light is an agent client designed to enhance digital Any channel, contact, or skill associated with Digital Experience. engagement within Salesforce. Built for both enterprise and mid-market sizes, Omni Agent Light delivers a unified, AI-enhanced interface that simplifies agent workflows, improves first contact resolution (FCR), and elevates the overall customer experience. By embedding directly into Salesforce cases, this solution eliminates the need for screen switching and brings all 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. into a single, intuitive workspace.

Key features of Omni Agent Light:

• Embedded Salesforce Integration: Fully integrated within Salesforce cases, with the option to embed into other screens.

• Unified Digital Interface: Consolidates all digital channels Any channel, contact, or skill associated with Digital Experience. (chat, SMS Short Message Service; also known as text messaging., email, and social media) into one screen for easy agent interaction.

• AI-Powered Voice Transcription: Transcribes voice messages in real time and provides sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis and conversation summaries.

• Advanced Messaging Tools: Schedule outbound messages, send bulk messages, and preview templates before sending.

• Enhanced Routing & Filtering: Custom inbox views and improved routing logic for digital interactions.

• CRM & Social Media Integration: Unified contact profiles, smart contact suggestions, and social mentions linked to customer cases.

• Email & File Management: Full-screen email editor and bulk download of conversation attachments.

• Modern Digital Features: Supports reactions like thumbs up, file handling, and WhatsApp-style communication enhancements.

• Optimized for High-Volume Agents: Designed to reduce confusion when handling multiple concurrent conversations.

Customer Request

UI Change

Availability

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

BluIP

BluIP Unified Communications Suite

BluIP is a secure, comprehensive unified communications suite (UCaaS). Together with CXone Mpower, it offers a scalable solution for modern enterprises. BluIP complements CXone Mpower by extending its capabilities beyond the contact center. This includes replacing legacy PBX Internal telephone network that manages an enterprise's incoming, outgoing, and internal voice calls. systems, enabling Microsoft Teams as a full-featured phone system, and supporting BPOs with lightweight agent tools. BluIP focuses on the following key communications use cases:

• Enterprise UCaaS - Cloud PBX for Modern Enterprises: A platform that's ideal for organizations with thousands of users across multiple locations. This replaces outdated PBX systems with a cloud-native system. It supports deep integrations with systems like EHRs, CRMs Third-party systems that manage such things as contacts, sales information, support details, and case histories., and hospitality systems, primarily for healthcare, hospitality, and government agencies.

• Cloud Calling for Microsoft Teams: As a certified Operator Connect, BluIP enables Microsoft Teams to function as a complete PBX system . This includes a full feature set, like direct PSTN calling, secure, carrier-grade connectivity, and unified administration.

• Non-ACD Agent Console for BPOs: A lightweight, WebRTC-based softphone A software program for making telephone calls over the Internet using a computer instead of a telephone. designed specifically for BPO environments where agents handle non-contact center tasks. This supports multi-client login and SSO, call logging and monitoring, and agent time tracking and status 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.

Floatbot

Floatbot AI Enhancements

Floatbot is a GenAI platform for building intelligent, voice-enabled virtual agents A software application that handles customer interactions in place of a live human agent. and copilots. The Floatbot platform will receive the following enhancements:

• Agentic Flow: An LLM Large Language Model. A type of AI that processes, understands, and generates human language based on context. framework for building conversational AI agents. This will improve the speed and accuracy of self-service and agent assist content generated by Floatbot.

• Autosummary and QA Checklist: Instantly generate call summaries and a checklist, helping to ensure accurate tasks and compliance.

• ASR: Speech-to-text Also called STT, this process converts spoken language to text. transcription Written form of all or part of a voice or digital interaction. turns voice conversations into text in real time.

• Translation: Instantly translate both text and voice inputs.

Customer Request

UI Change

Availability

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

SpinSci

SpinSci AI Encounters for Healthcare EHR Integrations

SpinSci AI Encounters leverages CXone Mpower data and EHR integration to provide full contextual awareness of patient interactions across calls and chats. This enables deeper insights into the patient journey.

Key Features:

• AI-driven dispositioning Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. of every call and chat.

• Unified view of patient interactions across channels Various voice and digital communication mediums that facilitate customer interactions in a contact center..

• Analytics on appointment scheduling, billing, and prescription workflows.

• Actionable insights for operational improvement.

Customer Request

UI Change

Availability

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

EHR WFM Connect

EHR WFM Connect bridges IEX WFM with EHR queue structures, enabling intelligent forecasting for both call and non-call tasks.

Key Features:

• Integration with IEX WFM for advanced workforce forecasting.

• Non-call tasks like referral follow-ups and order processing.

• Staffing efficiency across clinical and administrative workflows.

Customer Request

UI Change

Availability

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

HelpDesk Patient Engage

HelpDesk Patient Engage expands SpinSci self-service capabilities by automating common patient support tasks, such as password resets for patient portals like MyChart.

Key Features:

• Automated password reset workflows via voice or chat.

• Reduce call volume to live agents.

• Available in small, intermediate, medium, and large bundles.

• Enhance patient satisfaction through quick self-service resolution.

Customer Request

UI Change

Availability

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

Operator Console for CXone Mpower

The Operator Console modernizes inpatient communication workflows by integrating emergent dispatch capabilities directly into the CXone Mpower platform. It replaces siloed legacy systems with a unified, intelligent operator interface.

Key Features:

• Native integration with CXone Mpower.

• Universal directory lookup and routing.

• Real-time dispatch of emergent code calls.

• Designed for inpatient workflows and urgent team coordination.

Customer Request

UI Change

Availability

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

SecurePay for CXone Mpower

SecurePay is a joint solution by SpinSci and NICE that enables secure, real-time patient payment processing directly within EHR environments, like Epic, Cerner, or Athena. It integrates a hosted IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. payment terminal that collects payment information off-network, ensuring compliance and security.

Key Features:

• Embedded payment button within the EHR interface.

• Secure IVR payment collection hosted by NICE and SpinSci.

• Real-time updates to the EHR and general ledger.

• Smooth integration with existing payment merchants.

• Proven ROI that tripled collections in early deployments.

Customer Request

UI Change

Availability

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

Sycurio

Sycurio.Digital Integration with CXone Mpower

Sycurio will release a new tool called Sycurio.Digital that works with CXone Mpower. It helps agents take secure payments from customers during digital conversations.

Key Features:

• New Agent Interface: Agents can use a new screen inside CXone Mpower to send payment links.

• Pay-by-Link: Agents can send a secure payment link to customers through chat, email, SMS, virtual agents A software application that handles customer interactions in place of a live human agent., or IVR.

• QR Code Option: The payment link can also be turned into a QR code.

• Live Payment Tracking: Agents can see each step the customer takes while making the payment.

• Real-Time Updates: Both the contact The person interacting with an agent, IVR, or bot in your contact center. and the agent get a message when the payment is complete.

• Flexible Delivery: Payment links are created using the Sycurio API and sent through the contact's preferred method.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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

Enhancements to ASKCALLER and TXTMSG Studio Actions

New properties will be available for the AskCaller and Txtmsg Studio actions for digital Any channel, contact, or skill associated with Digital Experience. scripts.

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

Customer Request

UI Change

Availability

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

Expanded Digital Support for Estimated Wait Time Studio Action

The Estimated Wait Time Studio action will support all branch conditions for digital scripts. This means you will be able to use all input and output properties for this action with digital scripting.

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

Customer Request

UI Change

Availability

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

Improvements to Digital Script Capacity

Digital scripts will only remain active when necessary. They will go to sleep when they're not in use. For example, scripts remain active until they reach an action that requires them to wait, such as OnAssignment or OnRelease. This update will maximize the system's capacity to handle contacts The person interacting with an agent, IVR, or bot in your contact center. and run 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.

Legacy Channels Updates

To optimize and streamline routing, existing configurations for legacy digital channels will be updated to digital-native versions of:

• Points of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address.
• Skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
• Scripts

This will affect existing ACD email, chat, and SMS channels. Agent associations with the legacy versions will also be updated. The digital points of contact, skills, and scripts will have the same names with "DX" appended. NICE Services personnel will handle this update for you.

Customer Request

UI Change

Availability

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

Add Default Skill

Currently, interactions can be processed without being associated with a skill. However, digital points of contact must be assigned a default skill for interactions to be processed and routed correctly.

In this release, all systems will have a default digital Any channel, contact, or skill associated with Digital Experience. ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. If a point of contact is not associated with a script, a default skill will be added automatically. It will enable better routing flow 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., and allow reporting to always be able to filter interaction data by skill.

This digital ACD skill will be a static value that you cannot modify in the user interface or with bulk upload. New organizations will be set up with a default digital skill ID. Existing organizations will be given a default digital skill ID that will be mapped for them. You will not be required to take any action for this update.

Customer Request

UI Change

Availability

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

All Contacts Assigned a Customer Identity

Currently, outbound contacts aren't assigned a customer identity. This means that customer cards appear without an inbound message and cannot be resolved properly. In this release, all contacts will be assigned a customer identity to avoid this issue. This will improve the accuracy of reporting for digital 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 deploy This feature is immediately available when the new release deploys to your environment.

Allow Custom Headers for BYOC Integration

You will be able to include custom headers in the middleware for Bring Your Own Channel (BYOC). This will allow you to include the specific data you want for your BYOC integration channel.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Filter Attachments for Incoming Emails

You will be able to filter incoming email attachments by file type. Inbound emails will only allow attachments with file types you approve. When an inline attachment is rejected, a message will indicate that the attachment is not allowed.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. 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, certificate-based authorization for custom SMTP servers is supported. In this release, the authentication method will be upgraded to require OAuth 2.0 for outbound emails. Your CXone Mpower Account Representative will primarily handle this for you. However, the change will require you to enter updated credentials to authenticate your custom SMTP server. If you don't, your ability to send emails may be impacted.

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

Customer Request

UI Change

Availability

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

Threading Improvements for Forwarded Messages

Currently, when an agent forwards their last outbound message to another recipient, threading is lost. This means the recipient can only see the most recent message instead of the whole conversation thread. In this release, forwarded messages will include the entire conversation thread. This will make it easier to follow conversation details.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Outbound Emails Display Local Timezone

Currently, email headers display a timestamp showing when messages are sent in UTC time. In this release, when agents reply to or forward emails, the email details will display the time messages are sent according to the local time zone of your business unit State that allows an agent to complete work requirements after finishing an 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 toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Insert Subject Line Using Studio

The Digital Engagement API will be updated so that it can change the title of an email message when used with a Studio script. This could be used, for example, to support automatically customizing a subject line with information from another source. Any new replies or forwarded messages sent after the subject line is updated will use the new subject line.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Sinch SMS Regional Expansion

Sinch SMS will be available in new regions.

For more details, select the Voice 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.

Alphanumeric support for Nexmo SMS

You will be able to use an Alphanumeric Sender ID, also called an Alpha Code. This will let you 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.

Facebook Messenger: Reply to a Specific Message

Currently, contacts can reply to a specific message in interactions on Facebook Messenger channels. In this release, when contacts reply to a specific message, the agent will be able to see which message the contact is replying to on their end of the conversation as well. This will provide agents with more context and help them better understand the relevance of the message. Contacts will also be able to add images, GIFs, stickers, or video files to specific messages.

Customer Request

UI Change

Availability

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

Regional Expansion for Messaging and Social Channels

CXone Mpower supports several messaging and social channels that depend on third-party vendors, such as WhatsApp, Google, Apple, and so on. Support for digital messaging platforms will be available in sovereign cloud configurations in Australia and the EU. This regional expansion is dependent on other third-party vendors. Availability timelines are subject to change.

These messaging platforms will be available for sovereign cloud configurations in Australia and the EU:

• WhatsApp

• Apple Messages for Business

• X (Twitter)

• Telegram

• LinkedIn

• Apple Apps Review

• Google Places

• Google Play

• LINE

• YouTube

• Slack

These messaging platforms will also be supported for sovereign cloud configurations in the EU only: 

• Microsoft Teams

• Custom Bring Your Own Channels

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Meta Channels Available for UAE and FedRAMP Moderate

The following Meta channels will be available in the UAE region and for FedRAMP Moderate customers.

• Facebook

• Facebook Messenger

• Instagram

• WhatsApp

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Accessibility Improvements

Elements of the chat window will be redesigned to improve the accessibility and user experience of digital chat. The following chat elements will receive updates:

• Inactivity pop-ups

• Drag and drop functionality

• File attachment uploads

• Navigation between fields on prechat survey forms using keyboard keys

• Agent queue notifications

Customer Request

UI Change

Availability

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

Chat Window Loads Faster

Updates will speed up the amount of time it takes the chat window to load. This will provide a better user experience and help contacts receive help more quickly.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Mobile SDK

Prompt for SDK Version Update

NICE supports two major versions of the Mobile SDK: the current version and one before. A new error will prompt you to update your SDK version if it falls to an unsupported version. The new error, sdkVersionNotSupported, will be added to the CxoneChatError list. This will help you keep your mobile chat functionality current with CXone Mpower.

Customer Request

UI Change

Availability

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

Engagement Hub

Microsoft Teams Integration for Voice Recording

A new integration with Microsoft Teams will enable voice call recording through Engagement Hub. Calls will be recorded in stereo using the NICE Recording Bot, deployed in a NICE Azure account. The setup will be simpler than other telephony integrations, requiring no VPN tunnels or customer SBCs. This feature will support new customers and help existing Engagement Hub and OCR users expand their recording capabilities to back-office 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.

Genesys SIPREC Integration

Engagement Hub will introduce a new integration with Genesys systems using T-lib for CTI and a customer-managed SBC for SIPREC. This feature will support recording of both simple and complex voice calls, with recordings available in CXone Mpower applications for monitoring, analysis, and compliance.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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 Ribbon (Sonus) SBC with Cisco Telephony

Engagement Hub will now support Ribbon (Sonus) as a customer-managed SBC for Cisco telephony integrations. This update will expand SBC options for customers, offering greater flexibility and compatibility with existing infrastructure. Configuration will be handled entirely on the customer side, with no changes required in CXone Mpower.

Customer Request

UI Change

Availability

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

ANI and DNIS Display in Interactions and Player

Engagement Hub will now display the caller’s number (ANI Also known as caller ID. Listed phone number of an incoming voice call.) and the dialed number (DNIS The number dialed on inbound or outbound voice calls.) in the Interactions application fields and the Interaction Details section of the Player. This update will make it easier for users to identify calls. The fields will be populated automatically—no configuration is required.

Customer Request

UI Change

Availability

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

Unmapped Agent Label in Interactions

Interactions will display a label for calls involving agents who are not properly linked to recording accounts. These calls will appear with the Unmapped Agent tag, making it easier to identify and resolve configuration issues. This helps ensure agents are correctly set up for recording with Engagement 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.

Private Connectivity with Cato SD-WAN

CXone Mpower will offer a new network connectivity option using Cato SD-WAN, providing a secure and private alternative to public Internet and VPN tunnels. Both CTI and media traffic (SIP/RTP) can be routed through this managed SD-WAN service, improving reliability and security. This feature is part of a controlled release and requires approval from the networking team for each deployment.

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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhanced Strategic Planner

Historical Data Import

The Historical Data page will now display historical (actual) data for real-time WEM skills. ESP will retrieve the data daily for the previous day for real-time WEM skills in each ESP plan that does not have a status of Pending or Failed.

UTC and GMT time zones are supported. To cover the time zones, the data will appear on the Historical Data page for each date within 24 hours of the date. If there is user-entered historical data for a given date, it will replace the retrieved 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Feedback Management

Additional Branding Control for Survey Invitation Emails

Currently, when you email a survey invitation, the email displays a NICE Satmetrix logo. In this release, the system setting that controls removal of that logo from surveys will also remove it from emailed invitations.

This feature will allow you greater control over the branding and design of your survey invitation emails.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Real-Time Testing Support for Omnichannel Digital Surveys

You will be able to test your Digital surveys as you author them using fallback text that supports tokens. This includes support for complex survey paths. You will be able to do this testing right in the survey builder.

This real-time capability will improve your data quality, allowing you to test the logic and token usage prior to deployment. You will also enjoy a better, more streamlined authoring experience. You will find it easier to customize the survey experience using personalized tokens and response-dependent survey paths. This will result in a more tailored and engaging survey for your respondents.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

FIPS Encryption

Feedback Management will now use FIPS encryption. This ensures all sensitive data will continue to be protected according to the latest U.S. FedRAMP requirements and standards.

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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

GenAI Prompt Editor

Test Custom Prompts for Copilot for Agents KB Answers

Currently, after creating custom prompts, you can only test the prompts for AutoSummary and journey summary. In this release, you will also be able to test custom prompts for knowledge base (KB) answers.

Customer Request

UI Change

Availability

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

Edit Prompts with AI

You will be able to edit the prompt instructions through AI. This feature will help you write and refine the instructions using an LLM Large Language Model. A type of AI that processes, understands, and generates human language based on context.. You will be able to refine the results as many times as you want and choose to replace or insert the generated content. This will help ensure greater flexibility and precision in prompt creation.

For example, if you are creating a prompt to handle customer service inquiries, you might start with a basic instruction like "Help me with the product issue." The AI can refine this by suggesting more specific language and additional details. For example, it could create a step-by-step troubleshooting guide and ask specific questions to diagnose the issue. You can review these suggestions, make further edits, and insert the refined content into your prompt, such as "Can you describe the issue you're facing with the product? Let's go through some troubleshooting steps together."

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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 Agents Use Case Expansion

Currently, you can only edit the generative AI prompts for CopilotAutoSummary, KB answers, and journey summary. In this release, you will also be able to configure AI prompts for these Copilot for Agents features:

• Real-time summaries

• Customer sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Custom Prompts in Autopilot

Currently, Autopilot uses the standard prompts created in GenAI Prompt Editor. In this release, Autopilot will be able to use custom prompts created in GenAI Prompt Editor.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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

Use Web Assistant to Verify Engagement Rules

Currently, when you create a new engagement rule, you cannot test the rule before deploying it to a production environment. In this release, the Web Assistant will be expanded to support testing engagement rules.

The Web Assistant will have three tabs:

• Map Element: This tab will work like the existing engagement mapper, but will have a refreshed user interface.

• All Rules: This tab will list all of the engagement rules for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. You will be able to mark a rule as Active to test the rule.

• Test Rules: This tab will show you which rules ran successfully. For any failed rules, it will show the status of each condition set for the rule.

To use the new Web Assistant, you will need to drag the updated bookmarklet on the Web Assistant page to your bookmark bar.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Integration Hub

Regional Expansion

Integration Hub will be available for sovereign cloud configurations in Japan, Canada, and the EU.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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

Delete Saved Searches

If you have the Admin permission, you will be able to delete a private or public saved search regardless of who originally created it. This will be helpful for removing saved searches created by deactivated 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.

Updates to Transcript Player

In the transcript Written form of all or part of a voice or digital interaction. viewer, the audio player will display an updated UI. You will be able to open the player in a new window.

For more details, select the Recording 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.

Interactions Hub

Change Retention Period of Stored Interactions

With the new Change Retention policy type, you will be able to change how long 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 stored. Based on business or legal needs, you will be able to shorten or extend the retention period or even keep it forever.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Always-On Redaction

With this feature, sensitive data will be automatically redacted from every analyzed call after it ends. This will happen without relying on policy triggers or agent behavior, helping reduce risk and improve compliance.

This feature will be defined in the new Global Settings page, where administrators can also restrict playback until redaction is complete.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Override Redaction

Users with the Override Redaction permission will be able to access and view the original, unredacted recordings.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Public API Calls for Media Deletion

API calls will allow teams to create and manage Media Deletion policies automatically without using the Data Policies user interface. This will help you connect deletion actions with your internal systems.

Customer Request

UI Change

Availability

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

Recording Quality Assurance Policy Filter

When you create a policy, the new Recording Quality criteria filter will let you apply actions to interactions with low recording quality. For example, if a call recording has poor audio, it can be deleted or redacted automatically.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Interaction Risk Breakdown on Widgets

Widgets Graphical representation of data that meets specified filter criteria. will soon show interaction statistics grouped by compliance status:

• Active Risks: These interactions will require attention for compliance actions.

• Acted Upon: The user will have already applied risk mitigation actions such as Litigation Hold, Playback Lock, or Redaction on these interactions.

• Deleted: The user will have mitigated the risk by deleting the media. No further action will be needed.

This update will help users quickly identify items that need attention. It will be available for both standard and custom widgets.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Policy Search Improvements

Users will be able to search for different criteria in the policy definition form.

Customer Request

UI Change

Availability

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

Real-Time Call Recording Alerts for Agent

Agents will soon get real-time alerts in the Agent app when call recording starts, stops, fails, or has poor quality. These notifications will help agents stay informed and follow recording rules more easily. A Data Policies license will be required.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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

Support for Autopilot

Knowledge Hub will provide support for 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

My Zone

Dashboard Quick Link

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

This feature requires a PM – Insights license to activate.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. 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 Marketplace Quick Link

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

This feature requires a PM – Act license to activate.

Customer Request

UI Change

Availability

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

Partner Applications

Tenant Management

Integrated Matching Setting

Integrated matching ensures that the priority Skill-based designation of the importance of contacts that determines delivery order. levels of voice and digital Any channel, contact, or skill associated with Digital Experience. interactions compare correctly. This enables the interaction with the highest priority to route first. Currently, it's in a controlled release and a NICE employee must enable it. In this release, it will be generally available. Internal and partner support personnel can enable this Integrated Matching setting in each tenant profile under Applications & Features > ACD > Advanced Routing Features. It will be enabled by default for new tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

For more details, select the ACD 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.

Performance Management (inView)

Arrange Dashboard Tabs

You will be able to rearrange the tabs on your dashboard Named view of one or more widgets. to better suit your workflow. This enhancement will allow you to prioritize the information that matters most to you by organizing tabs in your preferred order. The feature will be available to all users, regardless of role, and your custom tab arrangement will be saved automatically even after you log out and log back in.

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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Responsive Current Agent State Slide

You will soon have access to a new Current Agent State slide in the Wallboard slide selector. This slide will automatically adjust to fit a variety of screen sizes, making it easier to view across different devices. The supported screen resolutions will include:

• 1920×1080

• 1200×1080

• 992×1080

• 768×1080

• 576×1080

• 360×800

This update will help ensure a consistent and optimized display experience, no matter what screen you're using.

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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Improved Data Clarity in Dashboards

You will see a clearer distinction between missing data and actual zero values. When there is no data available, the system will show "No Data" instead of "0". If the value is truly zero, it will still appear as "0". This update will help you better understand your metrics Statistics you can measure to keep track of your contact center. and avoid confusion.

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 automatically toggles on later in the release. 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

Games Tracker Widget

A new Games Tracker widget Graphical representation of data that meets specified filter criteria. will be introduced under the PM widgets in Dashboard. It will allow you to track your agents' active, upcoming, and recently finished games, showing progress, rankings, milestones, and goals in a card-style layout. It will support all Performance Management Next Generation games and display games from the last two weeks.

This feature requires a PM – Act license to activate.

Customer Request

UI Change

Availability

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

KPI Trend and Coaching Events Widget

You will see a new KPI Trend and Coaching Events widget under the Coaching widgets in the Dashboard application. This widget will help you connect coaching efforts with performance outcomes using clear visual trends. It will support better coaching strategies and team performance.

This feature requires a PM – Act license to activate.

Customer Request

UI Change

Availability

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

My Ranking Widget

You will see a new My Ranking widget under the PM category in the Dashboard application. You will be able to view your rank compared to your team’s rank based on six key metrics. Filtering will be available at the individual agent level.

This feature requires a PM – Insights license to activate.

Customer Request

UI Change

Availability

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

Budget Notifications for Gamification Admin

You will be able to set budget alerts at 25%, 50%, 75%, and 100% to track your company’s gamification spending. You will receive notifications through CXone Mpower Notification Center and email, helping you stay on top of expenses and improve ROI.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Out-of-the-Box Data Integration

You will get out-of-the-box integration with IEX. You will be able to use its metrics directly in Dashboard widgets, making it easier to access key data without extra setup.

Customer Request

UI Change

Availability

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

Dashboard Quick Link in My Zone

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

This feature requires a PM – Insights license to activate.

Customer Request

UI Change

Availability

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

Marketplace Quick Link in My Zone

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

This feature requires a PM – Act license to activate.

Customer Request

UI Change

Availability

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

Quality Management

Quality Management Premium Features as Add-Ons

The premium version of Quality Management will soon be phased out. Instead, Quality Management Premium features will be available as add-ons to your existing Quality Management Advanced (QMA) plan, giving you more flexibility and control.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Custom Values in Quality Planner Ticket Data Filters

You will soon be able to use custom values in your Quality Planner for tickets, giving you more flexibility and control over your data. The system will automatically detect or create attribute values, so you won’t have to do it manually. Even if there are new or unknown attribute values, your tickets will continue to be processed smoothly. Your data will stay organized over time. You will be able to manage custom values through different states like active, inactive, and deleted.

Customer Request

UI Change

Availability

GA The 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhanced Ticket Viewer Metrics

A new Metrics tab will soon be available in your ticket viewer, which will give you deeper insights into each ticket. The updated Metrics tab will include:

• First agent details (name, team, group).

• Initial channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. type.

• Key timestamps (reply, resolution, closed).

• CSAT score, ticket status, and priority.

• Duration metrics like hold, talk, and handle time.

• Reopen count, reply count, tags, and more.

Also, Segment ID will be renamed to External Ticket ID for clarity. This update will give you a clearer, more complete view of every ticket. It will also help you track performance, understand ticket journeys, and make more informed decisions—all in one place.

Customer Request

UI Change

Availability

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

Enhanced Ticket Quality Plan Filters, Support Sentiment, and CSAT Score

You will soon be able to use Quality Management categories to drive how tickets are assigned for evaluation. This feature will be supported only for users with the Quality Management Advanced license. With the upcoming update, you will be able to:

Quality Management Categories Integration

• Filter tickets by Quality Management categories in your quality plan.

• Select the categories that matter most to your business goals.

• Save and activate your plan with ease.

• Automatically assign 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 match your selected categories. This means you will be evaluating sample tickets that have one or more matching segments A stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult., ensuring a more targeted and efficient quality management process.

Ticket Sentiment Analysis

In the Quality Planner for Tickets, you will soon be able to select Sentiment as a filter. You will be able to use analytics to drive the assignment of specific tickets for your evaluators.

You will be able to select one or more sentiment scores to focus on:

• Strongly Negative

• Moderately Negative

• Neutral

• Moderately Positive

• Strongly Positive

This feature will allow you to prioritize evaluations based on customer sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript., helping you address critical areas more efficiently. Sentiment will be displayed at the ticket level, giving you a clear view of each interaction's emotional tone. This feature will be supported only for users with the Quality Management Advanced license.

Ticket CSAT Analysis

You will also be able to use the CSAT score to assign tickets for evaluation based on specific agent behaviors. In the Quality Planner for tickets, you will be able to:

• Filter by behaviors like Empathy, Ownership, Listening, and more.

• Add custom behaviors using the + button.

• Save and activate the quality plan.

This feature will be supported only for users with either the Quality Management Advanced and CSAT Model license or the Quality Management Premium 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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Ticket Auto-Scoring with Quality Management Sentiment Analysis

You will be able to have tickets auto-scored in questions on a form using sentiment results. This feature will help save your evaluators' time in scoring.

• Manage Forms: You will be able to access Manage Forms in the Quality Management section.

• Form Creation: You will be able to create a new form or access an existing form template.

• Question Setup: You will be able to create a new question or edit an existing question.

• Auto-Response Rules: You will be able to select Auto-Response Rules.

• Sentiment Selection: You will be able to select Sentiment.

• Sentiment Options: You will be able to see the IA sentiment options and the speaker side for their answer to select from per answer in the question.

• Save and Activate: You will be able to save and activate the form.

When you evaluate a ticket using the form, you will see that the auto-response question has the appropriate answer selected. This feature will be supported only for users with the Quality Management Advanced license.

Customer Request

UI Change

Availability

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

Evaluation Summary

Currently, the evaluation summary is in a controlled release. In this release, it will be generally available.

When doing a performance review, you only have basic information about evaluations. In this release, the new Evaluation Summary 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 Evaluation 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 license and Generative AI 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 automatically toggles on later in the release. 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 upcoming release of ScreenAgent Manager will introduce several new features and improvements:

• Enhanced Search: You'll be able to search by Agent Name and by Machine Name.

• Service Control: You’ll be able to restart ScreenAgent services for a specific machine directly from the app.

• New Grid Column: A new Can be Recorded (screen) column will show if screen recording is properly configured.

• Advanced Filters: New filters will be available for the Type (VDI/Physical machine type), Is Active status, and Can be Recorded (screen).

• Minimum Specs Alert: Machines that do not meet the minimum required specifications will be clearly marked.

• Monitor Count: The number of monitors used by each agent will be displayed.

Customer Request

UI Change

Availability

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

Real-Time Call Recording Alerts for Agent

Agents will soon get real-time alerts in the Agent app when call recording starts, stops, fails, or has poor quality. These notifications will help agents stay informed and follow recording rules more easily. A Data Policies license will be required.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may 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-Agent Multi-Screen Playback

Users will soon be able to switch between different agent screens during multi-agent 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 make it easier to view all parts of the conversation and improve the playback experience. Currently, only the leading agent's screen is visible during playback. In this release, users will be able to choose 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.

Transition to the New Player

All users will be moved to the new CXone Mpower Player, introduced in 24.4. The old player and its toggle will be retired. This update will provide a more consistent and modern experience for all users, with improved functionality and ongoing support.

Customer Request

UI Change

Availability

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

Wildcard Support for Deny List URLs

Currently, users can enter up to 15 URLs to block screen recording using the deny list. Each entry blocks pages that share the same URL prefix.

In this release, wildcard ('*') support will be added at the beginning of a URL, allowing users to block all pages that end with the same domain or structure. This will simplify deny list setup within recording policies and give users better control over which pages are excluded from recording.

Customer Request

UI Change

Availability

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

Salesforce Agent

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

FedRAMP Support

Salesforce Agent will be available for FedRAMP. Add-ons may not be compliant, so you will need to evaluate them and consult NICE.

Customer Request

UI Change

Availability

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

SmartReach

Outbound Voice Campaigns Using SmartReach

SmartReach is a proactive engagement solution. Introduced for CXone Mpower earlier this year, it offers omnichannel campaign automation for outbound communication.

In this release, SmartReach will be available for outbound voice campaigns. Ask your Account Representative for more information if you are interested in learning more.

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 automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Studio

Enhancements to Script Search

When using the search bar at the top of the Scripts page, you will be able to:

• Add multiple criteria to the search bar.

• Press Enter to start the search.

Additionally, the search bar will remember the last set of criteria you entered. This will make it easy to repeat a search the next time you use Studio. The scripts that initially load on the Scripts page will reflect the last search criteria you entered. You will be able to delete the search criteria to view all scripts you have permissions to view.

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.

Script Name Column in the Trace Results Action Table

A new column for script name will be added to the list of actions on the Trace results window. This window appears when you run a script trace. This will be helpful when tracing contacts The person interacting with an agent, IVR, or bot in your contact center. that span more than one script. You will easily be able to determine which script each action is part of.

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.

Actions in Trace Results Window Linked to Script

Actions that appear in the Trace results window's Actions table will be linked to the script. Double-clicking an action on the Trace results window will open the script canvas and highlight the action corresponding to the one you clicked. This change is a feature parity item from Desktop 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.

Regional Availability

Studio will be available for sovereign cloud configurations in the UK.

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.

Desktop Studio Regional Availability

Desktop Studio will no longer be supported in FedRAMP systems or sovereign cloud configurations. The application will continue to function; however, no new updates will be delivered.

Web or Desktop Studio

Desktop 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.

New Properties in the ASKCALLER and TEXTMSG Actions for Digital Scripts

New properties will be available for the AskCaller and Txtmsg Studio actions:

• Message Author: Configures who appears as the message author. The default author will be system user, but you will be able to select from all agents currently assigned to a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. or enabled for 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..

• Message Status: Sets the contact message status as pending, escalated, resolved, or open. The default status will be pending. This will allow the AskCaller and Txtmsg Studio actions to keep a contact's status as open and continue to send them messages. The change means contacts will be able to keep their position in the queue without starting over each time they send a new message.

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.

ESTIMATED WAIT TIME Action Support in Digital Scripts

The ESTIMATED WAIT TIME action will be updated for full support in digital scripts. The input and output parameters that are available for other script media types A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. will be available for digital scripts. This change will ensure that you can provide the same kind of wait time estimates to contacts using digital channels as you do for contacts on other channels Various voice and digital communication mediums that facilitate customer interactions in a contact center..

Web or Desktop Studio

Both

Customer Request

UI Change

Availability

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

Improvements to Digital Script Capacity

Digital scripts will only remain active when necessary. They will go to sleep when they're not in use. For example, scripts remain active until they reach an action that requires them to wait, such as Onassignment or onrelease. This update will maximize the system's capacity to handle contacts and run scripts.

Web or Desktop Studio

Both

Customer Request

UI Change

Availability

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