Coming Soon in the 26.2 Release

Global Changes

Platform Name and Logo Change

The name of the platform will be changed to NiCE CXone. The logo will be updated to reflect the updated name.

Customer Request

UI Change

Availability

Application Name Changes

The names of the following applications will be updated to be clearer and more descriptive. The name changes will be reflected in the platform and in the online help. Additional product name changes may be announced in this note throughout the 26.2 release cycle.

During the transition, you may see both old and new names in different places. To make the transition to the new names easier, the online help will display the old name in parentheses after the new name.

Current NAme	New Name
1CX	UCaaS (Basic)
Accent Matching	AI Accent Matching
Agent (CMA)	Agent Workspace
Agent Embedded	Agent Workspace (Embedded)
Agent SDK	Agent Workspace SDK
Agent Integrated	Agent Workspace (Browser Extension)
Agent for ACS	Agent Workspace for Microsoft ACS
Agent for MS Teams	Agent Workspace for Microsoft Teams
Agent for Service Cloud Voice (SCV)	Agent Workspace for Salesforce Voice
Ask Analytics	Copilot for Analytics
Autopilot	Autopilot (Amelia/Omilia)
AppLink	Recording AppLink
AutoSummary Standalone	AutoSummary
Business Continuity Business Continuity Plan	Multi-Region Business Continuity
Compliance Center	Compliance Center (Engage)
Conversations	Internal Chat
Cognigy Cognigy AI	AI Agents (Cognigy) for Process Automation AI Agents (Cognigy) for Self Service AI Agents (Cognigy) for Sales and Marketing
ContactEngine	AI Agents for Proactive Engagement
CSAT Agent Behaviors	AI Models for Customer Satisfaction
Desk	Agent Workspace Premium
DX: APIs	BYOC
DX: DX Chat	DX Chat
DX: Mpower Email	Email
DX Mpower Guide	Guide
DX: Public Social Channels	Public Social Channels
DX: Messaging Channels	Messaging Channels
DX: Mpower Mobile SDK	Mobile SDK
Engage Connect (Trusted Advisor)	Recording Management (Engage Connect)
Engage QM Engage QM Integrated	Quality Management (Engage)
Enhanced Customer Card	Agent Workspace Advanced
Enhanced Scheduling	Enhanced Strategic Planner (ESP_
Enlighten AI for Complaint Management	AI Models for Complaint Management
Enlighten AI for CSAT	AI Models for Customer Satisfaction
Enlighten AI for Sales Effectiveness	AI Models for Sales Effectiveness
Enlighten AI for Vulnerable Customers	AI Models for Vulnerable Customers
Evaluation Insights	Evaluation Summary
Expert	Knowledge Management
Feedback Management	Feedback Management (Satmetrix)
Gen-Insights (Quality)	Bring Your Own Channel (BYOC)
IEX WFM Integrated	Workforce Management (IEX Integrated)
Intelligent Virtual Agent	Interactive Voice Response (IVR)
Interactions Hub: Data Policies, Migrated Calls, Search App	Interactions Hub (Data Policies)
Multi-ACD	Engagement Hub
Nexidia Analytics (Integrated)	Interaction Analytics (Nexidia)
NICE Uptivity	Recording Management (Uptivity)
Noise Cancellation	AI Noise Cancellation
Performance Management (Native)	Performance Management (CXone)
Performance Management (Standalone)	Performance Management (Integrated)

Proactive AI Agent	AI Agents for Proactive Engagement
Quality Central	Quality Management (QC)
Quality Management (QM)	Quality Management (CXone)
Real-Time Transcription	Transcription
Recording	Recording Management (CXone)
Sales Effectiveness Agent Behaviors	AI Models for Sales Effectiveness
SmartReach	AI Outbound Engagement
SmartSpeak Translation	AI Voice Translation
Supervisor	Supervisor Workspace
Ticketing	Quality Management for Ticketing
VOC	Feedback Management (Satmetrix)
Workforce Management (WFM)	Workforce Management (Cxone)

Customer Request

UI Change

Availability

User ID and Access Token Changes

Changes will be made to two user tokens:

Access token: The user access token will be updated to include a new claim for division number (divId). This will prevent multiple API calls being made for users' division association. This change only applies if your NiCE CXone system is configured for divisions Separate data securely between lines of business. Data can only be accessed from within the division it's part of..
IdToken: Claims for email and preferred_username will be added to IdToken. This will facilitate integration with third-party applications.

Customer Request

UI Change

Availability

Omnichannel Routing (ACD)

Allow or Prevent Transfer to an Omnichannel Routing (ACD) Skill Based on Hours of Operation

Currently, agents can transfer an interaction to an Omnichannel Routing (ACD) skill even if that skill's hours of operation are set to closed. In this release, you will be able to configure voice skills to prevent agents from transferring interactions to it if the skill is closed based on its hours of operation.

This change will prevent contacts from waiting indefinitely when no agents are available due to their department or organization being closed. By default, transfer will be allowed even if the skill is closed. You will be able to configure this setting in the ACD Skills page, via the skills bulk upload template, or by APIs that allow the creation or modification of Omnichannel Routing (ACD) skills.

Customer Request

UI Change

Availability

NiCE CXone Omnichannel Routing (ACD) Support for Third-Party WFM

Verint WFM support

You will be able to use Verint Workforce Management (WFM) as a supported third‑party WFM system with CXone.

You will:

Turn on Verint as a third‑party WFM per tenant and enter the required Verint connection details.
Send CXone historical and intraday data to Verint for forecasting and reporting.
Send real-time agent state data to Verint for adherence.

In this release, you will be able to ask questions about coaching activities using Data Conversation. This update introduces a Coaching domain, allowing you to view coaching insights by asking questions in natural language instead of navigating multiple dashboards. You will be able to,

Ask plain-language questions about coaching activity, progress, and compliance.
Interact with Coaching metrics using natural language and view a user-friendly Coaching schema name that helps you understand the data grain you are viewing.
See Coaching-related suggested questions alongside other domains, tailored to your tenant licenses. For example, suggestions will only appear for domains you are licensed for, such as Interaction Analytics, Omnichannel Routing (ACD), and Coaching Coaching.
View a clear snapshot of coaching activity across business units, teams, and supervisors and quickly get answers without opening multiple reports or dashboards.

This feature will be available only if your organization has a Coaching license.

Customer Request

UI Change

Availability

Agentic AI Agent Creation – Tool Set Connected to API Endpoints and MCP Server

In this release, you will be able to create AI agents that automatically connect to your endpoints, MCP servers - removing the need for manual schema setup or endpoint configuration.

Currently, when Flows are published from Auto Insights (Actions), they create placeholder nodes inside AI Agents (Cognigy) that require extensive manual configuration, including defining schemas, mapping inputs and outputs, and setting up endpoints. This workflow is time consuming and prone to errors.

In this release, tools for your AI agents will be automatically generated and fully configured using your existing API specifications or MCP servers. On the new Actions Settings page, you will be able to,

Upload API documentation files in YAML, JSON, or text formats.
Connect your existing MCP servers.

The application will then:

Detect and extract all available API endpoints from the provided documentation.
Automatically create the required tools and insert HTTP nodes (not placeholder nodes) during agent creation.
Reduce your manual effort to only minimal tasks such as authentication setup inside AI Agents (Cognigy) flows.

Customer Request

UI Change

Availability

AI Agent Editable Preview Before Publishing to AI Agents (Cognigy)

In this release, you will be able to review and edit your AI agent configuration before publishing it to AI Agents (Cognigy). You will be able to update certain agent details directly in the AI Agent Preview panel before publishing. This will give you more control over how the agent is configured in your environment. You will be able to,

Review key AI agent details in one place.
Edit fields such as the agent name, description, instructions, and tools.
Apply your organization’s naming conventions or configuration standards.
Verify and adjust the configuration before publishing.

Customer Request

UI Change

Availability

New Regional and Sovereign Certifications for Actions and Auto Insights

In this release, you will be able to use Actions and Auto Insights in additional regions and sovereign environments. This expansion will include new certifications for,

UK Sovereign
Australian Sovereign
Japan region
UAE region

These certifications will allow you to run Actions while meeting regional security, compliance, and data residency requirements.

Customer Request

UI Change

Availability

Auto Insights - Support for Additional Languages

In this release, you will be able to use Auto Insights in additional languages. Auto Insights will automatically analyze conversations across channels and languages and organize them into topics and insights. You will be able to,

View conversations and insights in your preferred supported language.
See topics, summaries, widgets, and reports in that language, even if the original interaction was in another language.

Auto Insights will support the following languages:

Brazilian Portuguese
Dutch
English
French (European and Canadian)
German
Spanish (European and Latin American)

Customer Request

UI Change

Availability

Actions Support for Japanese Language

In this release, you will be able to use Actions in Japanese. This update will let you ask questions about your contact center A complete, unified, cloud-native contact center platform offered on a subscription basis. performance and view results in Japanese. You will be able to,

Ask questions in Japanese in the Actions conversation panel.
Ask about metrics such as Average Handle Time (AHT Average Handle Time is the average amount of time an agent spent handling an interaction.), After Call Work (ACW State that allows an agent to complete work requirements after finishing an interaction.), Quality Score, Contact Volume, etc.
Use the Actions interface in Japanese when you set your browser language to Japanese.

Customer Request

UI Change

Availability

Task Assist Performance Metrics in Observability Dashboard

In this release, you will be able to view Task Assist Performance Metrics in the Observability Dashboard. This will help you understand how Task Assist suggestions are used and how they perform. You will be able to track how Task Assist actions move through different stages, including Available, AI-assisted, Manual, Rejected, Execution, Success, and Failure. These visualizations will help you see how suggestions progress from recommendation to execution and outcome.

You will also be able to view execution trends over time, compare execution performance by task, and see the average execution time for different actions. In addition, a detailed table will allow you to review performance by action, including AI-assisted executions, execution rates, total successes, and success rates.

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

Customer Request

UI Change

Availability

UK and AUS Sovereign support for Observability Dashboard

In this release, the Observability Dashboard will support UK and AUS Sovereign environments. This update will allow you to view observability data and dashboards while meeting regional hosting and compliance requirements for UK and AUS Sovereign deployments.

You will be able to assign new groups to a division Separate data securely between lines of business. Data can only be accessed from within the division it's part of.. This will allow you to control access to groups. Only users in the same division as the group will have access to that group. To be added to a group, employees will need to be in the same division as the group.

This option requires that your NiCE CXone tenant be configured for divisions. Currently, the option to use divisions is only available for new customers.

Customer Request

UI Change

Availability

UI Update to Restricted Access Campaigns

When you navigate to Admin > Roles and Permissions > Permissions tab > Omnichannel Routing (ACD), the Restricted Access tab appears. Currently, when you click Custom in that tab, a campaign selector appears below. In this release, when you click Custom, an Add Campaigns option will appear instead. That option will open a campaign selector pop-up.

Agents will be able to manually change their Internal Chat (Conversations) availability status from a drop-down. They will be able to select between Online icon of a white check mark in a green circle. and Offline icon of a white X in a gray circle. . When updated, the status label and color will change immediately. The new status will be synchronized across all Internal Chat (Conversations) experiences. For example, if you change your status in Internal Chat (Conversations) icon of one big chat bubble and one small chat bubble. in Agent Workspace (Agent), it will also change in Internal Chat (Conversations) Icon of a blue chat bubble with gray lines inside. opened from the NiCE CXone app selector icon of app selector .You will be able to reflect your current availability more clearly to your team.

This status is specific to Internal Chat (Conversations). It does not impact the agent's NiCE CXone state.

Customer Request

UI Change

Availability

Enhancements to the CRM Integration Experience

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

Additional Salesforce Authentication Methods: On the Authentication page in Agent Integrations, you will be able to choose new OAuth2-based methods for Salesforce authentication. These options will let you connect Salesforce to NiCE CXone using a secret and key. This will give you more flexibility in how you integrate Salesforce with the NiCE CXone platform.

Customer Request

UI Change

Availability

Support for Additional Microsoft Dynamics Entities for Workflows: NiCE CXone will support eleven new Microsoft Dynamics entities for workflows. This will let your Studio scripts search, create, and update more Microsoft Dynamics records by using the WORKFLOW EXECUTE and ENHANCED WORKFLOW EXECUTE actions Performs a process within a Studio script, such as collecting customer data or playing music..

View list of new entities

Appointment
Campaign
Email
Invoice
Note
Order
Queue
Quote
Task
Team
User

Customer Request

UI Change

Availability

Zendesk Authentication Update: The way NiCE CXone Agent Workspace (Embedded) (Agent Embedded) authenticates with Zendesk will change. This change will follow new security rules from Zendesk, including the use of OAuth access tokens and the refresh token flow.

You will need to update your Zendesk authentication. In some cases, you may need to create a new authentication. If you do not update your authentication, your integration with Zendesk may stop working and any dynamic data or data memorialization that depends on the old authentication may no longer be available.

Customer Request

UI Change

Availability

Status Indicators for Outbound Digital Messages

Currently, status indicators are available for outbound WhatsApp and BYOC messages. In this release, they will be available for all digital channels.

These status icons will display next to agents' messages:

Waiting : The message is waiting to be sent.
Sent : The message has been sent to the NiCE CXone servers.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Transfer to Voicemail

Additional Salesforce Authentication Methods: On the Authentication page in Agent Integrations, you will be able to choose new OAuth2-based methods for Salesforce authentication. These options will let you connect Salesforce to NiCE CXone using a secret and key. This will give you more flexibility in how you integrate Salesforce with the NiCE CXone platform.

Customer Request

UI Change

Availability

Support for Additional Microsoft Dynamics Entities for Workflows: NiCE CXone will support eleven new Microsoft Dynamics entities for workflows. This will let your Studio scripts search, create, and update more Microsoft Dynamics records by using the WORKFLOW EXECUTE and ENHANCED WORKFLOW EXECUTE actions Performs a process within a Studio script, such as collecting customer data or playing music..

View list of new entities

Appointment
Campaign
Email
Invoice
Note
Order
Queue
Quote
Task
Team
User

Customer Request

UI Change

Availability

Zendesk Authentication Update: The way NiCE CXone Agent Workspace (Embedded) (Agent Embedded) authenticates with Zendesk will change. This change will follow new security rules from Zendesk, including the use of OAuth access tokens and the refresh token flow.

You will need to update your Zendesk authentication. In some cases, you may need to create a new authentication. If you do not update your authentication, your integration with Zendesk may stop working and any dynamic data or data memorialization that depends on the old authentication may no longer be available.

Customer Request

UI Change

Availability

Status Indicators for Outbound Digital Messages

Currently, status indicators are available for outbound WhatsApp and BYOC messages. In this release, they will be available for all digital channels.

These status icons will display next to agents' messages:

Waiting : The message is waiting to be sent.
Sent : The message has been sent to the NiCE CXone servers.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Transfer to Voicemail

Additional Salesforce Authentication Methods: On the Authentication page in Agent Integrations, you will be able to choose new OAuth2-based methods for Salesforce authentication. These options will let you connect Salesforce to NiCE CXone using a secret and key. This will give you more flexibility in how you integrate Salesforce with the NiCE CXone platform.

Customer Request

UI Change

Availability

Support for Additional Microsoft Dynamics Entities for Workflows: NiCE CXone will support eleven new Microsoft Dynamics entities for workflows. This will let your Studio scripts search, create, and update more Microsoft Dynamics records by using the WORKFLOW EXECUTE and ENHANCED WORKFLOW EXECUTE actions Performs a process within a Studio script, such as collecting customer data or playing music..

View list of new entities

Appointment
Campaign
Email
Invoice
Note
Order
Queue
Quote
Task
Team
User

Customer Request

UI Change

Availability

Zendesk Authentication Update: The way NiCE CXone Agent Workspace (Embedded) (Agent Embedded) authenticates with Zendesk will change. This change will follow new security rules from Zendesk, including the use of OAuth access tokens and the refresh token flow.

You will need to update your Zendesk authentication. In some cases, you may need to create a new authentication. If you do not update your authentication, your integration with Zendesk may stop working and any dynamic data or data memorialization that depends on the old authentication may no longer be available.

Customer Request

UI Change

Availability

Status Indicators for Outbound Digital Messages

Currently, status indicators are available for outbound WhatsApp and BYOC messages. In this release, they will be available for all digital channels.

These status icons will display next to agents' messages:

Waiting : The message is waiting to be sent.
Sent : The message has been sent to the NiCE CXone servers.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

When a call ends and the agent enters after-call work (ACW) State that allows an agent to complete work requirements after finishing an interaction., timers will show:

How long the agent has been in ACW.
How much ACW time remains, if ACW has a configured limit.

They will appear for both inbound and outbound calls.

Customer Request

UI Change

Availability

Improvements to Conferencing

Additional Salesforce Authentication Methods: On the Authentication page in Agent Integrations, you will be able to choose new OAuth2-based methods for Salesforce authentication. These options will let you connect Salesforce to NiCE CXone using a secret and key. This will give you more flexibility in how you integrate Salesforce with the NiCE CXone platform.

Customer Request

UI Change

Availability

Support for Additional Microsoft Dynamics Entities for Workflows: NiCE CXone will support eleven new Microsoft Dynamics entities for workflows. This will let your Studio scripts search, create, and update more Microsoft Dynamics records by using the WORKFLOW EXECUTE and ENHANCED WORKFLOW EXECUTE actions Performs a process within a Studio script, such as collecting customer data or playing music..

View list of new entities

Appointment
Campaign
Email
Invoice
Note
Order
Queue
Quote
Task
Team
User

Customer Request

UI Change

Availability

Zendesk Authentication Update: The way NiCE CXone Agent Workspace (Embedded) (Agent Embedded) authenticates with Zendesk will change. This change will follow new security rules from Zendesk, including the use of OAuth access tokens and the refresh token flow.

You will need to update your Zendesk authentication. In some cases, you may need to create a new authentication. If you do not update your authentication, your integration with Zendesk may stop working and any dynamic data or data memorialization that depends on the old authentication may no longer be available.

Customer Request

UI Change

Availability

Status Indicators for Outbound Digital Messages

Currently, status indicators are available for outbound WhatsApp and BYOC messages. In this release, they will be available for all digital channels.

These status icons will display next to agents' messages:

Waiting : The message is waiting to be sent.
Sent : The message has been sent to the NiCE CXone servers.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Transfer to Voicemail

Agents will be able to transfer calls to offline agents' voicemails. For more details, select the Attendant filter on the top right.

AI Resolutions and Ticket Summaries

AI-generated resolutions and ticket summaries will be available in Agent Workspace Premium (Desk). They will provide agents with context about the ticket and why it was resolved. By default, AI summaries will be available for all tickets. You will be able to limit where and when they are triggered.

Customer Request

UI Change

Availability

API

New BCP Correlation API

A new API will help you map entities between your primary tenant and BCP tenant. This will be especially useful if you already created entities (like users or ACD skills) in your BCP tenant before enabling BCP sync. Without correlation, the sync process could create duplicates or fail due to conflicts. With this new API, you will be able to provide the correct mappings up front, ensuring a smooth sync and preventing duplication.

The endpoints for this API will be:

POST /correlation-manager/v1/correlations: To create new correlation for the tenant when it does not already exist.
PUT /correlation-manager/v1/correlations/{correlationId}/{entityId}: To update the correlation.
POST /correlation-manager/v1/correlations/search: To search all correlations by filters passed in the request.
POST /correlation-manager/v1/correlations/bulk: To create multiple correlations at the same time when none already exist for the tenant.
PUT /correlation-manager/v1/correlations/bulk: To update multiple correlations at the same time.
POST /correlation-manager/v1/correlations/action: To trigger a correlation-related action.

Customer Request

UI Change

Breaking Change

Impacted Versions

v1

Availability

Reporting APIs to Support Divisions

A new feature in Admin called Divisions lets you separate your organization into divisions for different purposes. The following Reporting and Real-Time Data APIs Application Programming Interface. Allows you to automate certain functionality by connecting your NiCE CXone system with other software. will support division-based filtering:

You will be able to specify the division for the API in a new divisionNo parameter.

Customer Request

UI Change

Breaking Change

Impacted Versions

v34

Availability

New Enable Audit API

A new API called Enable Audit will be available. You will be able to use this API to retrieve detailed audit records for reporting and compliance.

Customer Request

UI Change

Breaking Change

Impacted Versions

v1

Availability

Permission API to Return All Tenant License Information

Currently, the Permission API returns the enabled permissions and the licenses associated with those permissions. With this release, the Permission API will return the enabled permissions as well as all licenses enabled in the tenant. Any consumer of the API should verify both the permission information and the license information, rather than relying solely on license data.

If consumers continue to infer permissions only based on what the Permission API returns, the expanded license list returned by this change will cause the logic to miscalculate permissions and grant users excessive data visibility. To avoid this risk, you will need to update your implementations to drive RBAC decisions from the permission set, not from the license list alone.

The affected API is: {{url}}/authorization/v1/role/permissions

Customer Request

UI Change

Breaking Change

Impacted Versions

v1

Availability

Media Download API

The new Media Download API will be available. You will be able to use this API to bulk export voice or screen recordings. This API will be available to new NiCE CXone users only.

Customer Request

UI Change

Breaking Change

Impacted Versions

v1

Availability

Attendant

Transfer to Offline Agent Voicemail

Currently, agents cannot transfer calls to another agent’s voicemail if that agent is logged out, leaving callers without a way to leave messages. This release will add support for transferring calls directly to offline agents’ voicemails. You will be able to enable or disable this feature at the agent level.

This feature will only be available with Attendant Plus.

New API for BCP Tenant Correlation

A new API will help you map entities between your primary tenant and BCP tenant. This will be especially useful if you already created entities (like users or Omnichannel Routing (ACD) skills) in your BCP tenant before enabling BCP sync. For more details, select the API filter on the top right.

Customer Request

UI Change

Availability

AI Agents (Cognigy)

Cognigy AI Signal and TMS Integration as a Native Node

In this release, you will be able to use the AI Agents (Cognigy) Signal and TMS integration as a native node in AI Agents (Cognigy). This enhancement will simplify deployment and configuration while enabling your AI Agents (Cognigy) voice bot to coordinate interaction transitions and transcript processing within CXone.

The native node will replace the current extension that is distributed as a .gz file, making setup and ongoing maintenance easier. With the native node, your voice bot will be able to perform the following CXone integrations directly within a AI Agents (Cognigy) Flow:

Send CXone Signals: You will be able to send a CXone Signal API request that instructs CXone to either escalate the interaction to a live agent or end the conversation.
Submit Transcripts to TMS: You will be able to push the conversation transcript to the CXone Transcript Management Service (TMS) so CXone can generate self-service summaries and support downstream reporting and analytics.

Customer Request

UI Change

Availability

Default Basic STT and TTS Support

In this release, you will be able to see enhancements to Speech-to-Text (STT) and Text-to-Speech (TTS) capabilities that will simplify configuration and expand provider options for voice bot deployments.

Speech-to-Text (STT): Currently, you can bring your own transcription service by providing credentials for a supported provider. You can also use Azure Transcription as the default service, which is currently configured manually. In this release, you will be able to use basic default transcription capabilities, allowing you to use a preconfigured transcription provider without manual setup. Azure Transcription will continue to serve as the default provider until CXone Transcription becomes available.
Text-to-Speech (TTS): Currently, you can bring your own Text-to-Speech provider by supplying credentials for a supported service. You can also use Basic Azure TTS as the default service, which is currently configured manually and supports standard voices and does not include HD voices . In this release, you will be able to use basic default TTS capabilities, allowing you to use a preconfigured TTS provider without manual setup.

Customer Request

UI Change

Availability

PCI Compliance Support for Cognigy AI

In this release, AI Agents (Cognigy) will support full PCI (Payment Card Industry) compliance to help you securely handle payment-related interactions within your CXone-powered voice and digital experiences.

With this enhancement, you will be able to use AI Agents (Cognigy) in environments that require PCI-compliant handling of payment card information, helping you meet industry security standards and regulatory requirements.

Customer Request

UI Change

Availability

AI Agents (Cognigy) Availability in New Regions

In this release, AI Agents (Cognigy) will be available in additional regional data centers to support broader global deployments and regional compliance requirements. In this release, the integration will become available in the following regions:

South Africa (ZA1)
United Arab Emirates (AE1)

Customer Request

UI Change

Availability

Copilot for Agents

Enhanced Copilot Configuration on Engagement Hub

In this release, you will be able to expand use of both Automated Summary (AutoSummary) and Copilot for Agents for Engagement Hub across Europe and Australia, using select third-party Omnichannel Routing (ACD) platforms by Cisco, Avaya, and Genesys.

You will be able to use new configuration tools in Copilot for Engagement Hub, including Rules Engine, Custom Prompts, and Decision Trees, to define how agents are guided during interactions. You will also be able to test and validate these configurations before rollout.

In addition, you will be able to use AI Agents (Cognigy) for Process Automation (Task Assist) with AI Agents (Cognigy) without Studio to perform API look-ups using ANI and other metadata, send data to agents in real time, update customer records during interactions, and access metadata directly from Engagement Hub, making adoption easier without changing your existing call flows.

Support for the A-Law audio codec is now included for regions such as Europe and Australia, supporting large-scale telephony environments and enabling a consistent experience across both A-Law and u-Law regions for your global contact centers.

Customer Request

UI Change

Availability

Expanding Copilot for Agents Across Regions, Languages, and Cloud Environments

In this release, you will be able to use Copilot for Agents in more regions and secure environments, with improved personalization and compliance.

Japan (JP1): You will be able to use Copilot for Agents and Automated Summary (AutoSummary) in the Japan region, with real-time guidance, summaries, sentiment, and knowledge support across voice and digital channels.

UK Sovereign Cloud: You will be able to use Copilot for Agents and Actions while keeping data within the UK. This includes Automated Summary (AutoSummary), phrase-based guidance, advanced rules support, and Welsh transcription.
Australian Sovereign Cloud (AUS Sov): You will be able to use the full Copilot for Agents experience, including Knowledge Hub, Actions, AI Agents (Cognigy) for Process Automation (Task Assist), and Automated Summary (AutoSummary), while meeting Australian compliance requirements.

Customer Request

UI Change

Availability

Copilot for Agents in FedRAMP Environment

In this release, you will be able to use Copilot for Agents in a FedRAMP-compliant environment, so you can deliver AI-powered agent assistance while meeting U.S. government security and compliance requirements. You will be able to:

Use Copilot for Agents within CXone Agent in a FedRAMP-certified region.

Access supporting capabilities such as Observability Dashboard, and GenAI Prompts, all aligned with FedRAMP standards.

Deploy and use Copilot for Agents and Automated Summary (AutoSummary) as fully-supported features in this environment

AI Agents (Cognigy) and AI Agents (Cognigy) for Process Automation (Task Assist) will not be included in this phase.

Customer Request

UI Change

Availability

Decision Trees Form Mode

In this release, you will be able to use an expanded Decision Tree experience in Copilot for Agents to capture customer inputs. You will be able to:

Capture dates and times using dedicated fields with AI auto-fill from conversations, manual editing, and built-in validation.
Choose between Interview Mode and a new Form Mode, where you can view and complete all questions in a section at once, review answers, and fix errors before submission.
Control how conversations follow the Decision Tree using Responsive Sequencing, allowing either a guided, flexible flow or a structured, linear approach.

Existing Decision Trees will continue to work as they do today, and you will opt in to the new experience for new configurations. Decision Trees are not available in FedRAMP or Sovereign regions.

Customer Request

UI Change

Availability

On toggle

Enhanced Control for Advanced Rules

In this release, there are new settings to refine how advanced rules behave during interactions. You will be able to:

Set a maximum number of times a rule can trigger in a single interaction
Define a cool-off period to prevent repeated back-to-back alerts
Configure an activation threshold so rules trigger only after conditions are met a set number of times
Create rules based on customer intent, so actions are triggered by meaning rather than exact keywords

Customer Request

UI Change

Availability

Multi-Step AI Agents (Cognigy) for Process Automation (Task Assist) Workflows with Copilot and AI Agents (Cognigy)

In this release, AI Agents (Cognigy) for Process Automation (Task Assist) enables AI Agents (Cognigy) to run multi-step workflows directly within Copilot. These workflows support structured, stepwise execution where interactions can pause for input and resume from the same state, enabling complex multi-turn tasks within a single interaction. You will be able to:

Start workflows through Copilot recommendations, search, manual selection, or rule-based triggers
Execute workflows step-by-step by responding to inputs and forms rendered in Copilot UX
Run multiple workflows within a single interaction (one at a time, sequentially)
Work within a dedicated Process Automation space with clear workflow status

Workflows follow the logic defined in AI Agents (Cognigy). Copilot acts as the interface to present each step as inputs and adaptive card-based forms and to capture agent responses. Auto-fill is supported only for the optional starter form configured at the Copilot profile level, using available context. Once a workflow is invoked, execution continues based on the AI Agents (Cognigy) flow, and progress is maintained across steps.

Admins will be able to:

Connect and enable AI Agents (Cognigy) workflows directly within Copilot profiles, simplifying admin setup by removing the need for Virtual Agent Hub configuration
Configure optional starter forms to capture input before workflow invocation
Define session timeouts and control transcript sharing (full transcript or summary at invocation)
Use the Rules Engine to trigger workflows in recommendation or auto-run mode. These workflows do not need to be enabled in the Copilot profile and can run silently. To allow agents to manually trigger a workflow, it must be enabled in the profile.
Workflow testing and validation are performed within AI Agents (Cognigy).

Customer Request

UI Change

Availability

Custom Adaptive Cards

In this release, you will be able to define Adaptive Card schemas to send into Copilot for Agents, so you can display rich, tailored customer information directly within the Copilot experience. You will be able to:

Define card layout and content using AI Studio Elements.
Choose where the card appears in Copilot, either in the Copilot Feed or as a page within Copilot.

The Adaptive Card schema layout is defined as an element and is populated with data via APIs.

Customer Request

UI Change

Availability

Checklist Cards

In this release, you will be able to use Checklist cards in Copilot for Agents to guide you through key steps during customer interactions. You will be able to:

View a checklist with a clear title, instructions, and progress indicator.

Mark items as complete manually or have them update automatically based on conversation or time.
Easily track progress with visual cues like completed items and time-based indicators.
Admins will be able to configure checklists by defining titles, instructions, and up to 20 items, along with how each item is completed (manual, keyword-based, or time-based).

Customer Request

UI Change

Availability

Copilot Pages and Toolbar Navigation

In this release, you will be able to see a new vertical toolbar in Copilot for Agents that will help you navigate more easily and stay focused during interactions. You will be able to:

Open dedicated pages for AI Agents (Cognigy) for Process Automation (Task Assist), Adaptive Cards, Automated Summary (AutoSummary), and Feedback instead of using a single feed.

Switch between pages quickly using toolbar icons.
See notifications on toolbar icons when new insights are available.
Provide more screen real estate for key activities for better visibility and easier action.

Customer Request

UI Change

Availability

Updated Voice Rephrase Enhanced Prompt

In this release, you will experience an upgraded "rephrase" prompt that will improve accuracy of detected questions without any setup. You will be able to:

Improve the accuracy of detected questions from voice interactions
With improvements in question rephrase accuracy, Copilot will suggest more accurate KB Answers.

This update will be applied automatically in the 26.2 release, so you will get a improved experience with no configuration required.

Customer Request

UI Change

Availability

Accessibility and UI Enhancements

You will see continued accessibility updates that build on the work introduced in the previous release. These updates will follow WCAG 2.2 AA guidelines and will improve clarity across the dashboard. You will see clearer colors, easier keyboard navigation, and better screen-reader support. You will also see small UI refinements, such as more consistent styling and rounded corners. These changes will improve visual clarity without changing functionality.

Customer Request

UI Change

Availability

Copilot for Supervisors

Phrase-Based Alerts

You will receive real-time alerts in Copilot for Supervisors when specific phrases are said or not said during the interaction, as predefined in the Rules.

You will:

Use rules created in the Rules Engine (Copilot Advanced) to define which phrases matter.
Choose when a rule should trigger, for example:
- When a phrase is said.
- Who said it (agent or customer).
Select a new Notify Supervisor action in the rule so that Copilot for Supervisors displays an alert.

When a rule condition is met, Copilot for Supervisors will present an alert containing key details such as the triggering phrase, the time offset at which it occurred, the rule name, and more.

This will enable you to react quickly, support the agent, or step in when needed.

This feature will be available to tenants with both Copilot Advanced (Rules Engine) and Copilot for Supervisors licenses.

Customer Request

UI Change

Availability

Accessibility Improvements

NiCE CXone Copilot for Supervisors will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

Dashboard

New SmartReach Metrics

You will see four new SmartReach metrics in the dashboard:

Agent Connects per Hour
Agent Inbound Connects per Hour
Agent Outbound Connects per Hour
Agent Handled per Talk Hour

You will have the ability to request audit data through an API endpoint. This will allow you to retrieve detailed audit data through the API and use it as a data source for any system that will need the information.

Customer Request

UI Change

Availability

Data Share

Cloud Storage Integration for CXone Snowflake Data

If you use a CXone-hosted Snowflake account, you will be able to export CXone data to additional cloud storage services supported by Snowflake, such as Azure Blob Storage or Google Cloud Storage, instead of only AWS S3. This will give you more flexibility to keep CXone data in your preferred cloud environment while continuing to use CXone analytics and reporting.

The Desktop Discovery Client will be certified on the following VDI platforms:

Citrix – Windows 11 and Windows Server 2022 multisession
Microsoft 365 (Office 365) – Windows 11
Amazon Workspaces – Windows 11

Customer Request

UI Change

Availability

Support Data Collection from a 32/64-bit Terminal Software

The Desktop Discovery Client will support gathering data from terminal emulator windows. This enhancement will allow users to configure specific text from the terminal window to be captured as the processTitle in data collection actions.

Customer Request

UI Change

Availability

DEVone Integrations

InteractCX

Pricing Updates

The pricing model for InteractCX Icon of a square with an arrow pointing out from the top right corner will be updated.

Customer Request

UI Change

Availability

Pindrop

Pindrop Pulse for Meetings

The Pindrop Pulse for Meetings integration will be available for partners. It will provide protection against AI-powered deepfake attacks using deepfake detection, voice similarity technology, and geolocation intelligence. It will be available for Zoom, WebEx, and Microsoft Teams.

Pindrop Pulse for Meetings will be licensed separately per user.

The following UI enhancements will be made to digital chat in this release:

Improved New Message Animation: The animation of new messages will be improved for both the contact and agent side.
Input Bar Activity: Currently, the input bar is disabled for 0.5 seconds after a contact sends a message. In this release, it will not be disabled. This will provide a smoother, more accessible customer experience.

Customer Request

UI Change

Availability

Microsoft SMTP Support for Inbound Email

CXone Email supports integration with Microsoft SMTP servers through the Microsoft Graph API Application Programming Interface. Allows you to automate certain functionality by connecting your NiCE CXone system with other software.. Currently, this is only supported for outbound email. In this release, it will also be supported for inbound email.

You'll need help from your NiCE CXone Account Representative to configure this.

Customer Request

UI Change

Availability

In-Chat Apple Messages for Business Form Messages for Non-Compatible Devices

Currently, when a contact's The person interacting with an agent, IVR, or bot in your contact center. device does not support form messages, Apple Messages for Business sends an external form link. In this release, it will break the form into simple in‑chat messages. Contacts will answer one question at a time using quick replies, list pickers, or text replies, depending on each input type in the original form message. Apple Messages for Business will send answers back to agents as a form submission. This streamlines the form filling experience for contacts with non-compatible devices, keeping them in the chat window instead of asking them to switch to a browser. Form messages are supported in iOS 18.4 Icon of a square with an arrow pointing out from the top right corner and later.

Customer Request

UI Change

Availability

Additional Priority Settings in UPDATE CONTACT DIGITAL Studio Action

You will be able to use the UPDATE CONTACT DIGITAL Studio action to change more priority settings for digital interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. You will be able to set the following new properties:

InitialPriority
Acceleration
MaxPriority

Customer Request

UI Change

Availability

Delete Last Sent BYOC Message

Agents will be able to delete the last message they sent on BYOC channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. in the agent application. The message will be deleted for both the agent Contact center employee who interacts directly with customers through inbound or outbound communication channels (voice, digital, or omnichannel). and the contact The person interacting with an agent, IVR, or bot in your contact center.. This will only be available if your BYOC APIs support delete/recall operations. If they do not, you will need to work with your third-party provider to add support for delete/recall.

Customer Request

UI Change

Availability

OAuth 2.0 Integration for BYOC

Currently, for BYOC integration, the /token endpoint only accepts credentials as JSON form payload. In this release, you will be able to send OAuth 2.0 credentials as x-www-form-urlencoded. Existing integrations that use JSON format will keep working. You will be able to choose the format that works best with your integration or middleware.

Customer Request

UI Change

Availability

Typing Indicators for BYOC Chat

Typing indicators will be available for BYOC chat channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. with mTLS security enabled. They will be available for both agents Contact center employee who interacts directly with customers through inbound or outbound communication channels (voice, digital, or omnichannel). and contacts The person interacting with an agent, IVR, or bot in your contact center. on inbound and outbound interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..

Customer Request

UI Change

Availability

MMS Support for Sinch Carrier

CXone Agents will soon be able to send and receive MMS messages through the Sinch carrier. This feature will support both inbound and outbound MMS, including text and up to five attachments per message. Supported file types will include JPEG, PNG, GIF, and VCF, with a maximum file size of 5 MB per attachment.

Webhooks

This feature will provide real‑time notifications for defined events within a site, such as page creation, user updates, and file changes.

Customer Request

UI Change

Availability

Auto Description for Media Manager Files

This feature will automatically generate a description for each file uploaded to Media Manager.

Customer Request

UI Change

Availability

Pinned Pages Enhancements

This feature will add sorting options to the Pinned Pages list, including alphabetical sorting and sorting by most recently added. It will also add an update indicator to show when a pinned page has changed.

Customer Request

UI Change

Availability

Site Speed Enhancements

This feature will include performance optimizations that reduce page load times across the site.

Customer Request

UI Change

Availability

for new sites only

In this release, you will be notified when a model used in your GenAI Prompts profile is nearing deprecation or is no longer supported. These notifications will help you identify which profiles are affected so you can update them to use a supported model.

You will also see an icon in the LLM list to help you quickly identify models that are being deprecated or are no longer supported.

To ensure continuity, requests made with deprecated models will automatically be redirected to supported models in the backend. However, you will still be encouraged to update your templates directly in the GenAI Prompts so you can maintain transparency and control over the models used in your prompts.

In this release, you will be able to use a new enhancement in the Guide → Branding section that expands chat window customization through a dedicated Chat Window tab.

You will be able to easily customize key elements such as header background, font and icon colors, as well as agent and customer message bubble and font colors, all from a centralized interface.

A real-time desktop preview will display changes instantly within the chat window, allowing quick iteration and fine-tuning, while the chat can also run in a demo mode initiated directly from Guide, so users can immediately see their changes without impacting the live environment. You will be able to run chat in demo mode using options like demoMode: true, and leverage JavaScript APIs, for example,cxone('chat', 'setThemeColors', ...) for added flexibility.

Your existing CSS customizations will remain fully supported. If Branding settings and CSS do not conflict, both will be applied (for example, Branding controls text colour while CSS controls layout), but in case of conflict, CSS takes precedence.

Customer Request

UI Change

Availability

Ask Analytics Updates

The feature will be renamed to Copilot for Analytics.

The Copilot panel will be repositioned to align with the wider NiCE CXone suite experience, providing a more unified and consistent user interface.
This update will also introduce additional filters, enabling more precise questions and helping you narrow down Analytics results more effectively. As a result, you can discover Insights faster, reduce manual effort, and streamline complex workflows.
This feature will be available in all regions except the UAE.

This will be available later in the release cycle.

Customer Request

UI Change

Availability

Configurable Redaction Support

Administrators will be able to configure redaction rules through a dedicated self-service interface under Admin> Analytics Services > Redaction Profiles. This feature will provide flexible, granular control over which data types are redacted from transcripts, audio, and digital interactions, supporting multiple languages and entity types. Access will be managed via new licensing and permissions, and migration will be automatic for eligible tenants.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Configure Post Call Analytics Policies

A new Analytics Policies page under Admin> Analytics Services will let you centrally define which language to use when analyzing interactions, based on the Business Data values. You will be able to activate or deactivate policies, sort them, and have them evaluated from top to bottom. A new Analytics Policies license and Admin permission will control the access.

Existing IA/QMA/QMP customers will receive the license automatically with this release.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Support for Multiple Knowledge Connectors

Knowledge Hub ingests and stores knowledge from the knowledge source of your choice. In this release,Knowledge Hub will support Document360, WordPress, Sharepoint .aspx, LightHouse, and RightAnswer knowledge source. Additionally, the Drupal connector has been enhanced to fetch data from multiple objects.

Customer Request

UI Change

Availability

Simplified OAuth Setup and Flexible Metadata Selection for the Salesforce Knowledge Connector

In this release, you will be able to set up the Salesforce knowledge connector with a simplified OAuth flow and greater control over the Salesforce metadata you ingest into Knowledge Hub.

Currently, you are required to manually generate authentication tokens by running python script to enable authentication with Salesforce knowledge management system. In this release, this manual effort is no longer required, once you enter the minimal parameters, you will be redirected to Salesforce to authenticate using Salesforce credentials. The system will automatically generate and required tokens in the background, eliminating the need to manage or reconfigure them.

You will also be able to control which metadata fields are ingested from your Salesforce knowledge source. You will see all available native and custom metadata fields with mandatory fields preselected, and you can select additional fields for use cases such as filtering, data restriction, and search relevance. Articles and metadata will be ingested based on your selections. You can modify the configuration before the first successful sync; afterward, you will have to delete and recreate the knowledge source to change the metadata selection.

This feature will be available for users with the Quality Management (CXone) license.

Customer Request

UI Change

Availability

Cisco Multi‑ACD Chat Support

You will soon be able to manage Cisco chat in the same way you manage voice. With this enhancement, you will expand your Omni-Channel coverage by adding offline Cisco chat transcripts into Quality Management (CXone) through a new Store and Forward API recording source (shown in Quality Plans as Engagement Hub). You will see this new source in the Quality Plan creation screen, and when you select it, channel, screen, and skills/disposition filters will not appear, so you can focus on evaluating the imported chat interactions.

Cisco chat transcripts will be ingested into NiCE CXone, read by Quality Management (CXone), and treated like any other interaction segment for Quality Plans. You will then run your existing Quality Management (CXone) processes on these chats, side by side with voice, so you will get a unified view of quality across both voice and digital interactions in your Cisco-based environment.

This feature will be available for users with the Quality Management (CXone) license.

Customer Request

UI Change

Availability

Bulk Reassign Evaluations

You will be able to select and reassign multiple evaluations at once from the Manage Evaluations page. You will see a checkbox next to each interaction, plus a Select All checkbox in the header. You will be able to choose one or more interactions, up to a maximum of 50 at a time, and then click Re‑Assign. All selected evaluations will be reassigned to the same new evaluator within the same Quality Plane, and the reassignment will work just like it does today for a single interaction. You will only be able to bulk reassign evaluations that have the same evaluation type, have the same status or are in New state. If the selection does not meet these rules, you will see a clear error message and you will not be able to continue.

This feature will be available for users with the Quality Management (CXone) license.

Customer Request

UI Change

Availability

New Form Header Fields

You will soon be able to see key interaction and business data right at the top of your evaluation forms. You will be able to add up to 10 fields (such as Channel, Media Type, Agent ID, Segment Duration, Team Name, Customer Info, Sentiment, CSAT %, and more) and view them on Evaluation, Calibration, and Self‑Assessment pages for a single, unified view of each record.

This feature will be available for users with the Quality Management (CXone) license.

Customer Request

UI Change

Availability

Auto-Save for Evaluations

You will soon be able to use a new Save and Continue feature while working on evaluations. This feature will let you save your progress at any time so you won’t lose any updates if you leave the page or forget to submit the evaluation.

When you use Save and Continue, your in‑progress evaluation will be visible only to you. Other users will not be able to see it in reports or dashboards until you submit it. This new option will make it easier for you to work at your own pace and finish evaluations when you are ready.

While in progress, your evaluation will not appear in:

Reports
My Zone > Evaluations
My Zone > Completed Tasks
My Zone > Manage Evaluations (unless assigned by QP)
My Zone > Quality Performance

The status will change only when the user will submit the evaluation or click on Save As Draft.

This feature will be available for users with the Quality Management (CXone) license.

Customer Request

UI Change

Availability

Capacity of Evaluations Attached to a Coaching Session Increased

You will now be able to attach up to 10 evaluations to a coaching session, an increase from the previous limit of 5. With this enhancement, supervisors will be able to include all relevant evaluations in a single Coaching Session, along with the required Behaviors and Focus Areas supported by coaching comments creating a complete, end‑to‑end evaluation‑to‑coaching flow. Agents will then review the session, provide their comments, and sign off to confirm they will be coached on all included evaluations in one consolidated session.

This feature will be available for users with the Quality Management (CXone) license.

Customer Request

UI Change

Availability

Accessibility Improvements

NiCE CXone Quality Management (CXone) will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Availability

Action Background Colors on Script Canvas

Currently, all actions have a white background with a colored icon. In this release, the action backgrounds will be changed. They will be solid colors with white text and icons. Different action types will have their own colors to make it easier to tell what the purpose of an action is in the script. For example, actions that interact with the Omnichannel Routing (ACD) application will be bright pink, actions that provide scripting logic will be green, and actions that interact with data will be gray.

This feature will be available later in the release cycle.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

Updates to Script Search

The search bar on the Scripts page will be updated. Currently, the search bar has a drop-down where you can specify the search criteria. In this release, it will become more like a traditional search bar. You will still be able to filter based on script name, action caption, parameter name or value, script media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient., and specific actions. These options will be available in drop-downs that appear beneath the search bar.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

Script Trace Updates

The script trace output window will be updated to make working with script traces more convenient. You will be able to:

Pop traces out into a new window.
View multiple traces in the same window. Currently, when you start multiple traces at the same time they each open in different windows.

This feature will be available later in the release cycle.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

Rich Text Editor for the ANNOTATION Action

The ANNOTATION action will be enhanced with a rich text editor. The editor will allow you to modify your annotation notes with background colors, links, and text modifications such as italics, bold, and underlines. This will allow you to create more readable notes that improve the user experience.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

Change to Visibility of Prompts Page

Currently, a NiCE CXone Account Representative must enable the Prompts page for your NiCE CXone system. In this release, the Prompts page will be made available for all systems automatically. Access to the Prompts page will still be controlled by a permission that a NiCE CXone administrator must assign to user roles. This permission will be enabled automatically for the default Administrator role. This change will reduce the steps involved in making the Prompts page available to your script developers.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

Suppression Script Type

A new script type will be available that will let you create suppression scripts. These scripts are required to set up call suppression for outbound interactions. Call suppression lets you temporarily suspect outbound calls and SMS messages to contacts that meet certain criteria.

When you create a suppression script, the new script will be automatically contain a template of a basic suppression script. You can modify it as needed to meet the needs of your organization.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

Copy or Promote Scripts in Bulk

Currently, you can only promote or copy scripts one at a time as part of the script lifecycle development process in Studio. In this release, you will be able to promote or copy scripts in bulk. This will make it faster and easier to complete these actions on multiple scripts.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

Supervisor Workspace (Supervisor)

Bulk Force Logout

You will be able to log out one or more agents at once from the Focused view Agent grid.

This will help you address scenarios where multiple agents need to be logged out at once, such as:

Shift completion
Emergency drills
Maintenance or test windows

Multilingual Support in Topic AI

Topic AI will soon be enhanced with a new multilingual engine (TAS 5.6), enabling analysis of customer intents and agent actions on non-English transcripts. In this release, you will be able to use Topic AI with a single supported language per model.

The supported languages are:

English
Brazilian Portuguese
Spanish
French
German
Dutch

This release does not support blended-language datasets.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Tune renamed to Modify

To make Topic AI actions easier to understand, the Tune action will be renamed to Modify. This new term better describes how you change and improve topics, while the actual function stays the same. You’ll see the new Modify label in the Topic AI interface everywhere the Tune option was used before.

This feature will be available later in the release cycle.

Staffing Requirement Calculation with Ready Time Adjustment

In version 26.2 and later, staffing requirements in Forecasting > Staffing Simulation will be more accurate. The simulation will incorporate agent Ready Time into the staffing logic, so the requirement numbers will more accurately reflect how your contact center will operate.

The calculation will also use your configured skill groups, which will improve accuracy in multi skill environments. Because the simulation will follow a more realistic handling model, you will see higher required agent counts than before.

To benefit from the improved logic, staffing must be recalculated. If schedules are already published, you will re run Staffing for the active job. If the schedules have not yet been published, you will either update the existing job or run a new one. Until you recalculate staffing, existing jobs will continue to show the old requirement values.

Customer Request

UI Change

Availability

This feature is only available with the WFM Premium license.

In an upcoming release, a Copilot Q&A panel will be embedded in Intraday Manager, so managers can ask supported WFM questions directly from the intraday view without switching pages.

Currently, managers must leave the Intraday page to use Copilot for WFM questions, which increases context switching and makes it harder to review intraday data and Copilot insights side by side.

In this release, you will open the Copilot panel from the Intraday header and ask WFM prompts (the same set as in Enlighten Copilot; permissions enforced). Answers will be based on Snowflake reporting data (not real‑time intraday), which is ideal for performance evaluation and planning.

This will provide faster insight with less context switching and help you diagnose recent adherence and coverage patterns and prepare for upcoming days, all within the Intraday page.

Customer Request

UI Change

Availability

Schedule Optimization with Predictive Extra Hours

This feature is only available with the WFM Advance license.

You will be able to run an on demand optimization in Schedule Optimization > Plans that proposes extra hours for eligible agents. The optimizer will evaluate interval level staffing gaps, agent skills, multi skill leverage, and daily and weekly hour limits, and will suggest extending shifts at the start or end where it will have the greatest impact.

This will help managers quickly identify the most effective agents to extend without manually checking hour balances, skill fit, or coverage needs. After you review the proposed extensions on the Plans page, you will apply them directly to schedules.

Currently, when you need extra hours to cover demand, you often rely on manual judgment or approval rules to decide which agents' shifts to extend and by how much. It is hard to balance skill needs, existing schedules, and labor constraints, such as maximum hours per day or week. This increases the risk of non-compliance and can result in inefficient use of multi-skilled agents.

In this release, optimization will support only Extra Hours. Running both Break and Extra Hours optimizations for the same job is not yet available and will be supported in a future release.

Customer Request

UI Change

Availability

An Inclusive My Zone – My Schedule Experience with Embedded Accessibility Compliance Standards

On the My Zone > My Schedule page, CXone WFM will include significant accessibility improvements to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs. These changes will help ensure that more users can view and manage their schedules, requests, and activities with confidence.

Customer Request

UI Change

Availability

Currently, the Mange Request page calculates and displays net staffing across all dates retrieved. This can affect page performance and initial page load times, negatively impacting the overall user experience for a high-touch and widely used approval page for agent schedule requests.

In this release, a new View Net Staffing parameter will be added to the Manage Request page. After the page has loaded, managers can select this new parameter to display net staffing. Managers will see the net staffing for any date they navigate to, while the page remains more responsive and scalable as the number of requests grows.

Customer Request

UI Change

Availability

Improved Performance for Large Data Sets with Filters & Pagination on Key Agent Request and Approval Administration Pages

CXone WFM will advance toward supporting larger tenant sizes through performance and usability improvements.

Currently, very large environments can experience slower responses and more complex navigation in areas such as Manage Requests > Trades tab, Approval Rules, and My Zone when handling high volumes of agents and requests.

In this release, WFM will add enhanced filtering (with supporting pagination) in Manage Requests > Trades, Approval Rules, and My Zone > Schedule Requests to better handle large datasets. These changes are part of a broader initiative to certify CXone WFM for large customer tenants, helping you maintain responsiveness and manageability as your operation scales.

Customer Request

UI Change

Availability

WFM Reports in CXone Dashboard

The CXone Dashboard will display WFM reports with enhanced, visual dashboards. This update will give you more intuitive access to workforce insights and simplify the analysis of key WFM metrics in one place.

Currently, WFM reports are available under the Reporting application, using traditional tabular views and a separate navigation path. This can make it harder to quickly visualize trends, compare metrics, and keep WFM data aligned with other CXone dashboards.

In this release, WFM reports, including Adherence, Intraday Manager, and Time Utilization, will be available as prebuilt reports within the CXone Dashboard experience, utilizing the same underlying data but with enhanced visualizations and filtering options.

You will be able to view dashboards created through the Metrics option, displayed according to the user's selected time zone, alongside other CXone dashboards. This improves usability, visibility into agent time allocation and performance, and helps supervisors make better-informed scheduling and operational decisions.

Customer Request

UI Change

Availability

Engagement Hub Support to Generate Agent Adherence Report in CXone WFM for 3rd Party ACDs

In an upcoming release, the integration of 3rd party ACDs (that do not provide Agent Adherence Report, such as Amazon Connect ACD) and CXone WFM will generate the Agent Adherence Report. This will allow CXone WFM to consume normalized Amazon Connect agent activity and use it for historical adherence reporting.

Currently, customers using Amazon Connect with CXone WFM cannot generate the WFM Agent Adherence Report from Amazon Connect data, which limits their ability to review historical adherence and agent behavior directly in WFM.

In this release, CXone WFM will enable the generation of the Agent Adherence Report from Amazon Connect ACD. This will help customers manage workforce adherence more effectively by providing a consistent, WFM-native view of agent activity sourced from Amazon Connect.

Customer Request

UI Change

Availability

Release Adjustments

The Release Adjustments section describes the changes, removals, and additions made in the feature descriptions since the initial coming soon announcement for the 26.2 release.

Changed Features

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

Omnichannel Routing (ACD)

Allow or Prevent Transfer to an Omnichannel Routing (ACD) Skill Based on Hours of Operation

It was clarified that this feature is for voice only.

Features Removed from This Release

This section describes product changes that were included in the initial coming soon announcement and have since been removed from this release. These will not be part of the 26.2 release but may be part of a future release.

Omnichannel Routing (ACD)

Unified Quick Responses Generally Available

Currently, unified quick responses are in controlled release (CR). In this release, they will be generally available (GA).

You can configure short messages that agents Contact center employee who interacts directly with customers through inbound or outbound communication channels (voice, digital, or omnichannel). send to contacts The person interacting with an agent, IVR, or bot in your contact center. while working in the agent application. Today, these messages must be set up in different areas of Omnichannel Routing (ACD), depending on the type of message needed. This makes the configuration process confusing and inefficient. In this release, we will deliver a new, unified Quick Response. This will allow you to create and manage all of these messages in one place.

Instead of associating quick responses with tags, you will associate them with skills. This will more intuitively fit contact center processes.

Digital quick responses and rich messages will be automatically migrated.

Features Added to This Release

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

Outbound Engagement (SmartReach)

Disposition Categories in NiCE CXone

Customer Request	The feature was developed by customer request.
UI Change	The feature introduces changes to the user interface (UI).
Breaking Change	For API features only. If your integration uses the specified API, you must update your integration to avoid disruptions.
Impacted Versions	For API features only. The versions of the API that were changed.
Web or Desktop Studio	For Studio features only. Whether the feature is supported in web Studio, desktop Studio, or both.
Availability	This cell tells you two things about the feature: Whether it's available for all NiCE CXone customers or only a select group. GA: The feature is generally available (GA) for all customers. Some GA features may require you to purchase a license to use it. CR: The feature is available for customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your Account Representative. When you can expect to see the feature in your environment. On toggle— The feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when that is. On deploy—The feature is immediately available when the new release deploys to your environment.