Fall 2022 Release Notes

Register for our Fall 2022 webinar. Join us on October 11th, 11:00 AM to 12:00 PM EDT. This session will cover the coming features in more detail.

This page has been updated to show the final products and features in the Fall 2022 release of CXone. Features are subject to change between now and final deployment.

Global Changes

Support for Windows 11 OS

CXone now supports Windows 11 64-bit as an operating system on user workstations. This change applies to the core CXone platform. Some CXone applications may differ. Check the Platform Requirements page for the CXone applications you use.

In addition, Microsoft has announced end of support for the Windows 8.1 operating system as of 10 January, 2023. This is early notification that NICE CXone will no longer develop or test against Windows 8.1 as of the Spring 2023 release. Support will be provided as of that time only for issues experienced on supported operating systems.

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End-Of-Life Notifications

Removal of ACD Historical Rules

Workforce Intelligence (WFI) no longer uses ACD Historical rules to automate actions. ACD Intraday is the only rule type category. This means that WFI rules now only reflect real-time data instead of tracking past events and metrics.

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End of Data Ingest API

The Data Ingest API is no longer be available as an add-on feature for Interaction Analytics.

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Windows 8.1 Operating System Support Ending in 2023

Microsoft has announced end of support for the Windows 8.1 operating system as of January 10, 2023. This is early notification that NICE CXone will no longer develop or test against Windows 8.1 as of the Spring 2023 release. Support will be provided as of that time only for issues experienced on supported operating systems.

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New Applications

CXone Bot Builder

Customers often reach out to contact centers for help with simple tasks, such as:

  • Answering common questions.
  • Changing account information.
  • Checking the status of an order.

These add up and can become time-consuming for your agents. With Bot Builder, you can create virtual agents, or bots, to handle these kinds of tasks. This allows your agents to concentrate on solving more complex issues. Because Bot Builder is native to CXone, the bots you create work seamlessly with your ACD and Digital messaging channels.

You can create your own bot with Bot Builder even if you have no coding knowledge or programming expertise. When you create a bot with CXone Bot Builder, you train it using real conversations. You show the bot the data it needs, and it uses Natural Language Understanding (NLU) to respond. This kind of artificial intelligence (AI) also means the responses get better over time.

CXone now offers Bot Builder as generally available. Previously it was in controlled release (CR) for a select number of customers.

NEVA Discover

NEVA Discover is an artificial intelligence desktop analytics tool. This tool provides a scientific approach to streamlining your daily processes. It compiles data for user input actions, such as mouse clicks or keyboard actions, and considers the context of those actions, such as the action type or which application is open. NEVA Discover then analyzes that data to provide a complete picture of user operations and identify inefficiencies and performance gaps. These inefficiencies may be repeated tasks, usage patterns, or blockages. With this data, you can take steps to improve your operations—whether by streamlining execution, focusing on the quality of service, or upskilling employees.

Benefits of NEVA Discover:

New features of NEVA Discover:

  • Process Analytics Page—View all current reports. Selecting a report opens the Process Analytics Report view.

  • Compare View—Select any subset of users per group and compare the productivity between the groups along different matrices to identify the productivity gaps.

  • Actions in Routines Drop-down—View the percentage of actions that belong to any of the routines in the report.

  • Copy Link—Share the report data through a link.

  • Drill down to Actions—Drill down to the actual user actions with flexible filtering.

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CXone Supervisor

CXone Supervisor is a powerful tool for the contact center supervisors.

Using this application, you can manage and boost the overall performance of your teams. It helps you gain insights into agent states and contact queues. It also measures your team's KPIs and tracks the ongoing activities of your agents. You can view your agents' performance and assist them in real time.

Some key features include:

  • Insights with detailed state breakdowns and focus indications.

  • Options to filter, sort, and search specific agents.

  • Perform real-time monitoring for voice and Digital First Omnichannel (DFO) digital interactions as well as view their screens.

  • Manage agent skills and proficiencies to balance the contact queues better.

  • View agent's sentiment score to provide more targeted assistance.

You must have the right permissions to use this application. For more information about the permissions, see the Admin section of this page.

With the Fall 2022 release, CXone Supervisor has become generally available. Previously it was in controlled release (CR) for a select number of customers.

The existing Supervisor application will continue to be available to allow you to explore and get acquainted with the new application.

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Voice Quality Metrics

Voice Quality Metrics is an application for almost real-time monitoring of the quality of voice calls in CXone. You can use the application to discover, diagnose, and troubleshoot call quality issues for contact and agent call legs.

Voice Quality Metrics uses quality metrics and data from a variety of sources, including:

  • Voice metrics from the CXone voice network collected via monitoring probes, such as MOS, R-factor, jitter, and packet loss for each contact ID.

  • Quality of service measured for both the CXone network and external network so that the root cause for voice quality issues can be more easily determined. An overall average call quality is also provided for the contact ID.

  • Call-related data from the ACD that includes information such as agent name, skills, contact IDs, call disconnect reasons, and so on.

  • References to associated contact IDs, including agent leg and customer leg. Transfers and recordings are also provided for a comprehensive view of the customer experience.

  • User filter capabilities to determine quality of service performance by business segment, including team, skill, POC, or agent.

CXone now offers Voice Quality Metrics as generally available. Previously, it was in controlled release (CR) for a select number of customers.

ACD

Outbound Skill Schedule Available in ACD Skill Bulk Download

When you click Download Existing Skills on the Manage Multiple Skills page, the Scheduler - StartTime and Scheduler - EndTime columns show when your Personal Connection skills are scheduled to run. You can also modify your Personal Connection skill schedules in the file and bulk upload your changes.

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Users Permission Renamed to ACD Users

Previously, the ACD users permission was named Users. With this update, the permission was renamed ACD Users. This helps differentiate user permissions between the ACD and Admin applications or, for example, between ACD users and employees.

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Certain Non-Editable Fields Removed from ACD User Record

User settings are stored in two different places in CXone:

  • The employee record in the Admin application

  • The ACD user record in the ACD application

Previously, there were several settings on the ACD user record that you could not edit. This is because you could only edit them on the employee record. To reduce confusion, these settings were removed from the ACD user record.

Fields removed from ACD User Record:

  • Email

  • Security Profile

  • Time Zone Information

  • Hire Date

  • NT Login Name

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ACD Channels

CXone Messaging SMS Regional Expansion

CXone Messaging SMS is now available in Cambodia, Greece, India, Japan, Myanmar, United Arab Emirates, and Vietnam.

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Admin

Added Ability to Create Views by Hierarchy

You can create views based on hierarchies. These views allow you to restrict employee access to specific branches within a hierarchy. This update makes it easier to manage what employees can access.

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Modified Hierarchy Limits

Previously, you could only have 10 levels in a hierarchy. With this update, a limit of 5,000 nodes replaces the 10-level limit. This allows you to create as many levels in your hierarchy as you need. Changing the limit from the number of levels to the number of nodes gives you more flexibility when building hierarchies.

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Redesign of Employee Profile

There are several changes to the design and organization of the employee profile. All functionality is the same. This update makes accessing employee data easier.

Key Changes:

  • The previous profile had seven tabs—General, Access Keys, Availability, Preferences, Secondary Roles, Visibility, and Change History. The new profile only has five tabs—General, Security, Skills, Availability, and Preferences.

  • Attributes on the General tab are now housed under a single drop-down instead of in separate checkboxes.

  • The new Security tab incorporates the previous Access Key, Secondary Roles, and Visibility tabs.

  • Multi-factor authentication (MFA) settings have moved from the General tab to the Security tab. MFA details are only visible at the time of creation or reset. This update prevents users with the employee view permission from viewing other employees' MFA details.

  • Skill assignment has moved from the General tab to the new Skills tab.

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Views for Interaction Data in CXone Messaging

You will be able to use views to restrict the data users can see from digital interactions. Any existing assignments will be applied to digital data. Users with no views assigned have no restrictions.

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New Integrated Softphone Role Permission for MAX

The new Disable Integrated Softphone Settings permission allows you to disable:

  • Echo Cancellation

  • Noise Cancellation

This permission is described in more detail in the MAX section of this page.

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New Permissions to Remove Access to Address Book in MAX

These new role permissions allow you to restrict user access to MAX address book elements:

  • Hide Address Book Tab

  • Hide Address Book Main

These permissions are described in more detail in the MAX section of this page.

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View by Evaluation

With the Evaluation view, you can define the roles or users that can have access to the evaluation records of specific teams selected by you.

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New Permissions for BI Reports

With the Fall 2022 release, the following new BI reports have been added:

  • Calibration (QM)

  • Evaluation Question and Answer Analysis (QM)

  • BI Access (General)

  • Recording Export API Usage

To use these reports, you must enable the following report permissions on Admin > Security > Roles and Permissions > Permissions:

  • All reports—Reporting > General BI Permissions > Report Viewer

  • BI Access—Reporting > BI Reports > BI Access Report

  • Calibration—Reporting > BI Reports > Calibration

  • Evaluation Question and Answer Analysis—Reporting > BI Reports > Evaluation Question and Answer Analysis

  • Recording Export API Usage—Reporting > BI Reports > CXone Billing

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New Permissions for CXone Supervisor

With the Fall 2022 release, CXone Supervisor has become generally available. To use this app, you must enable the permissions listed under Supervisor in Admin > Security > Roles and Permissions > Permissions. This app is described in more detail in the New Applications section of this page.

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Ability to Modify Views in Employee Bulk Upload

You can download existing employees to see and update their assigned views. This enables you to make changes to views for multiple employees quickly.

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Agent for Salesforce

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

The following features are included in version 22.0 and are planned for release in October 2022.

Customer Data Sent on Transfer

Previously, screen pops with customer information only appeared to the agents who initially answered calls. With version 22.0, these screen pops also appear to the agents the calls are transferred to.

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List of Future Commitments

Commitment Manager in CXone Agent for Salesforce Lightning now not only displays commitments scheduled for the present time, but also any future commitments.

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Load Digital History in Agent for Salesforce

Previously, launching Load History for digital interactions in CXone Agent for Salesforce opened a window in MAX. With this release, it opens as a window within CXone Agent for Salesforce.

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Elevate Calls to CXone Messaging

You can now seamlessly transition a contact from a voice to a digitalClosed Any non-voice channel, contact, or skill such as email, chat, messaging, work item, or SMS. interaction, such as DFO chat, or email.

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DFO Quick Replies

CXone Agent for Salesforce Lightning now includes quick replies for digital interactions. These quick replies are the same ones configured in ACD > DFO > Quick Replies.

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Real-Time Interaction Guidance Available for Agent for Salesforce

Real-Time Interaction Guidance is now available for use with Agent for Salesforce Lightning agent.

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API

Digital Engagement API Updates

The Digital Engagement API has several new endpoints as well as enhanced filtering parameters for the Channels endpoint. Below is a full list of the updates. The Digital Engagement API page on the developer portal has full documentation for this API.

New Endpoints:

GET /tags
Get list of tags.
GET /contacts
Get list of contacts based on filtering.
GET /customers
Get list of customers based on filtering.
POST /messages/{messageId}/author-name-removal
Remove author name from message.
PUT /messages/{messageId}/tags/{tagId}
Add a tag to a message.
DELETE /messages/{messageId}/tags/{tagId}
Remove a tag from a message.
POST /messages/{messageId}/content-removal
Remove the content of a message.
POST /messages/{messageId}/hide
Hide message on the external platform and adjust flags in the DFO platform to mark the message as hidden.
DELETE /messages/{messageId}/hide
Unhide a message on the external platform and adjust the flags in the DFO platform to mark the message as not hidden.
POST /messages/{messageId}/delete
Delete the message on the external platform and also adjust the flags in the DFO platform to mark the message as deleted.
POST /messages/{messageId}/notes
Add a new note to a message.
PUT /messages/{messageId}/notes/{noteId}
Update the note on the message.
DELETE /messages/{messageId}/notes/{noteId}
Remove a note on a message.
PUT /messages/{messageId}/read
Set the status of a message as read.
PUT /messages/{messageId}/sentiment
Set a sentiment of a message.
POST /messages/{messageId}/react/{reactionType}
Add a reaction to the message in the channel.
DELETE /messages/{messageId}/react/{reactionType}
Delete a reaction from a message in the channel.
GET /routing-queues
Get a list of routing queues based on filtering.
GET /one-time-token/authentication
Authenticate redirect URL for one-time token.
POST /one-time-token/verification
Verify one-time token and get a JWT authentication token.
PUT /channels/{channelId}/threads/{threadIdOnExternalPlatform}
Update thread flags.

Endpoint Enhancement:

GET /channels was updated with the following filter parameters:

  • id[]
  • isPrivate
  • hasManualOutboundFlow
  • withPermissionToManualOutbound
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Ability to Modify Agentless Ports Allowed on Running Personal Connection Skill

Previously, you could use APIs to change the maximum number of ports to be allocated to an agentless skill as long as the skill wasn't running. Now, you can use the same method to modify the maximum port allocation for the skill while it's running. This can help you avoid dialer disruptions as you make adjustments to your settings.

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Cloud Storage Services

Prioritized Hold and Release on Interactions

You can place holds on interactions in active and long-term storage. The held interactions are safe from automatic or manual deletion. While an interaction is held, any lifecycle rules that have not yet run for the interaction won't execute. Users can still retrieve the files while they are on hold. To request a hold or a release of an existing hold, you can search for interactions based on a date range and Contact ID as the primary criteria, or you can do an advanced search using team, agent, skill, and DNIS. The maximum Contact IDs per hold request is 500. The user creating the request must include a request name and a reason for creating the hold. All interaction hold and release activities are tracked in the CXone system.

You cannot put a prioritized hold on an interaction stored in an SEA bucket.

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On toggle

CXone Attendant

Audit History Tab in CXone Attendant Application Window

The Audit History tab appears within the CXone Attendant application window (Applications > CXone Attendant). You can find this on the right side of the existing Impersonate tab (previously called Impersonate Agent). The new tab only displays activity that occurs within the CXone Attendant application window and not activity that takes place in the following locations:

  • Business unit record's CXone Attendant tab

  • ACD User record's CXone Attendant tab

The Audit History tab includes the following functionality:

  • Displays audit logs related to the current user context of the CXone Attendant application window.

  • Allows filtering of the changes by date using a start date and end date.

  • Enables data searching via an open-text search field.

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New Permission for Impersonation

The Impersonate permission controls access to impersonation in CXone Attendant. Currently, access to impersonation is controlled by a more complex set of multiple permissions. With this new permission, you can grant and remove access more easily, as well as see who has it.

This feature removes all current access users have to impersonation in CXone Attendant. Users who currently have access to impersonation need to be given the new Impersonate permission to retain it.

Menu path to control access to Impersonation:

  • In CXone Attendant, go to Applications > Admin > Security > Roles and Permissions > [Select record] > Permissions tab > ACD section

    • Impersonate Permision: On or Off toggle

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DB Connector

Available Options for Logging in to DB ConnectorUpdated

Since the Summer 2022 release, DB Connector has supported Global Authentication, which means the Standard login option is no longer supported. In the Fall 2022 release, it has been removed from the DB Connector login window.

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Digital First Omnichannel

Digital Engagement API Updates

The Digital Engagement API has new endpoints and enhanced filtering parameters for the channels endpoint. See the API section of this page to view a full list. The Digital Engagement API page on the developer portal has full documentation for this API.

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Feedback Management with DFO

Agents can send a static link that allows contacts to take a survey through Feedback Management. This is available for all digital channels. This update is described in more detail in the Feedback Management section of this page.

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Reporting Enhancements

These updates are described in more detail in the Reporting section of this page.

  • Agent Contact Performance Report Enhancements—ACD and DFO metrics appear on the same list to show an omnichannel reporting integration. The Agent Contact Performance report also includes new metrics for Average Handle Time, Average Active Time, and Average Inactive Time.
  • New Reports:
    • Campaign Summary—This report displays performance details for ACD and DFO campaigns.
    • Agent Contact History—This report displays all agent contacts from ACD and DFO.
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CXone Supervisor with DFO

Supervisors can monitor, coach, join, and take over an agent's digital interaction in real time. These updates are described in more detail in the New Applications section of this page.

CXone Supervisor was previously in controlled release (CR) for a select number of customers but is being offered as generally available beginning with the Fall 2022 release.

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Views to Restrict Visible Data

When a user performs a search or looks at a customer card, DFO only shows data that user is allowed to see based on any views they are assigned to. Any existing assignments will be applied to digital data. Users with no views assigned have no restrictions.

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Delete an Email Channel

You can delete an email channel from the Points of Contact Digital page.

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Toggle for Text Direction in Email Channels

Agents can change the direction of text in emails to support right-to-left script. This functionality is available upon request; contact your CXone Account Representative to turn it on.

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Expanded Quick Replies Support

Quick replies are supported for use in APIs and with bots in WhatsApp and Apple Messages for Business channels. Quick replies sent through these channels are delivered with rich formatting included.

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Link Preview Generation for Apple Messages for Business

Links sent in Apple Messages for Business automatically display a preview for the attached link including a title, image, and shortened version of the URL. If the message includes more than one link, the link preview does not appear for any of the links. If the message includes text and a link, any text is sent as a separate message from the link preview. You can set a default image to display if an image for the relevant page is not available. This feature is compatible with new and existing templates.

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Authentication Message (OAuth) Enhancement for Apple Messages for Business

You can configure all OAuth parameters in message template settings for each of your Apple Messages for Business channels. OAuth protocol has been supported for sharing authentication information, but you can now see and manage the authentication settings yourself.

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Default Translations for Chat

The labels in the DFO chat window automatically display in the same language as the contact's browser language setting. You can add your own language variants and set a fallback language.

These languages are supported for default translations:

Egyptian Arabic, Saudi Arabic, Bulgarian, Chinese Simplified, Chinese Traditional, Croatian, Danish, Dutch, English, French, Canadian French, German, Greek, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Brazilian Portuguese, Romanian, Russian, Spanish, Argentinian Spanish, Chilean Spanish, Colombian Spanish, Mexican Spanish, Swedish, Thai, and Turkish.

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DFO Web Chat Software Development Kit (SDK)

You can create your own CXone web chat application and embed it on your website. SDKs make it easier for your developers to build apps on an existing platform. Chat apps built with this SDK use CXone digital infrastructure, and your developers build the user interface. This allows you to customize the look and feel of chat for your customers while using DFO infrastructure behind the scenes. The JavaScript-based SDK supports both live chat and chat messaging. It also avoids certain technical limitations that websites may have. For example, some sites do not allow external code, which could prevent the native DFO chat from running on your site.

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End Chat While in Queue

In the chat menu, contacts see the option to end a chat session while they are still in the queue, waiting to be routed to an agent. This feature will be deployed later in the Fall release cycle.

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JavaScript API Command: Hide Queue Counter

A JavaScript API customization allows you to hide the queue counter after a contact has been successfully routed to an agent. This allows agents to easily move between contacts on live chat without contacts noticing. This feature will be deployed later in the Fall release cycle.

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JavaScript API for DFO Guide

You can customize more aspects of how DFO Guide looks on your website using JavaScript API calls. This includes the ability to add custom CSS, adjust button size, and adjust the offset of buttons on the page.

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Precontact Survey Form

You can select Precontact Survey as the form Type when creating a form. You will also be able to create multiple precontact surveys and assign them to specific channels as well as further customize the organization and style of forms. This update is only available for DFO chat channels.

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Workflow Automation (WFA) Job: Mark Contact as Abandoned

You can specify conditions for this new job that should be met to mark a contact as abandoned. You will be able to use this with the inactivity pop-up job as well. This update also allows you to learn more about where and when abandons occur in the Abandons by Skill report. This report is described in more detail under the Reporting section of this page.

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Feedback Management

These features are part of Feedback Management R40, which begins deployment on November 18, 2022.

Survey Response Limits by Customer Segment

Currently, you can set an overall limit for survey responses. This helps you better control survey costs. Now you also have a more granular option: ability to limit the number of survey responses based on any contact field. When the total allocated limit for the selected field is met each day, the system ensures no further responses are collected for that field by:

  • Displaying a message that the survey is no longer available to new respondents. Respondents with a partial response can still complete their survey.
  • Stopping further contacts from being loaded for the survey.
  • Sending no more survey invitations for that day.

Even when responses are no longer collected for surveys based on that field, surveys continue to be sent for other fields until the overall limit is reached. For example, if you set a field-based limit on city, and reach the limit for New York, surveys will continue to be sent for contacts in other cities.

Both complete and partial responses are counted to determine when the limit is reached. In addition, you can configure Feedback Management to send notifications to specified users as the limit is approached. This lets staff take appropriate action, such as limiting remaining invitations to key customers. You can disable this feature at any time.

Anthony Dewhurst is a customer success manager for Classics, Inc. He has paid for 3,000 responses per month, but wants to make sure he sees responses for each of his 10 agents.

Anthony sets a limit on survey responses based on the agent field. This ensures that each agent is allocated 10 responses per day, even though some agents take more calls than others. Anthony is now better equipped to know how each agent is performing throughout the month.

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Web Pop-Up Improvements

Adding a survey to an HTML page or application has been simplified and streamlined to make it easier to do. Both web pop-ups and slider 2-question surveys are now configured on the new Web Intercept page. This page is available for new, modern theme surveys. Existing surveys are not affected. At the same time, additional options have been added so these surveys better meet customer needs.

For introductory text, enhancements let you:

  • Choose whether to hide or show the text.
  • Format the text.
  • Translate text for multi-lingual web intercepts.
  • Choose whether to hide or show a logo. If a survey logo is enabled, it is shown by default.
  • Separate buttons for taking the survey or canceling.
  • Choose the display location for the pop-up within the HTML page.
  • Choose whether pop-ups should slide in or simply appear.
  • Choose whether the surveys displayed on a desktop should use 30% or 80% of the screen. Tablet and phone displays are always full screen.
  • Allow for continued interaction on the HTML page.

For the surveys themselves, enhancements let you:

  • Choose whether to show one, two, or all survey questions.
  • Use modern survey design for all questions. This was previously not available for 2-question slider surveys.
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Scorecards for Single Select Questions

You can now add scorecards based on single select questions in a survey. These scorecards allow you to quickly see the percentage of respondents who chose one response, and thus calculate the percentage of respondents who chose the other. The default name for each scorecard is Percentage: Question Label - First Option Name. You can choose the question and response option. You can also configure the colors for the scorecard.

Anthony wants to quickly and easily see how many support issues are resolved on the first call. He creates a percentage scorecard for the question, "Was your issue resolved on the first call?" and configures it to show the percentage of "Yes" answers. This gives him a quick visual he can share with his management team.

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Survey Integration Support for Digital First Omnichannel

Customers who have both Feedback Management and Digital First Omnichannel can offer Feedback Management surveys for all their digital channels. This includes social and messaging channels as well as chat, SMS, and email interactions routed through the digital inboxClosed Area where cases appear in the digital interaction workspace in an agent application. When you can offer your customers a link to provide feedback using the same channel in which the interaction occurred, it increases both response rates and feedback accuracy.

You can take advantage of using Feedback Management surveys and still use any Digital First Omnichannel basic surveys you've already created. The two methods can work side-by-side.

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Interaction Analytics

Search

A new Searchpage allows you to search for keywords, phrases, and other search criteria. You can apply filters to searches across all of your data. These searches can result in matches across all data without being restricted by datasets or categories. This new page also includes a widget that displays the resulting interaction matches and a graph that illustrates trending data.

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Support for French and German

Users can now analyze French and German in addition to English, Brazilian Portuguese, Canadian French, and Spanish interactions. You can also create separate datasets for each of these languages; that is, one language per dataset.

When you add French or German analysis to Interaction Analytics, a drop-down for language is available for dataset creation and for category and workspace templates. To support datasets in French or German, you can create custom categories, sentiments, and entities. Selected widgets and filtering capabilities also support these languages. The Interaction Analytics user interface remains in English only.

Each language in addition to English is a purchasable add-on. Ask your CXone Account Representative for more information.

Customer Request UI Change Availability On deploy

Improvement to Australian English Transcripts

A new transformer technology improves the accuracy of transcripts for Australian English.

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Removal of Sampling

Previously, auto-sampling occurred when a dataset reached 350,000 interactions. With the Fall 2022 release, auto-sampling has been removed and the sample slider has been removed from the user interface. This update allows larger datasets to be unaffected by limitations.

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Enlighten Behavioral Metrics Filter Name Change

The dataset filter labeled Behavioral Metrics is now named Customer Satisfaction. Additional sets of behavioral metrics will be added in the future, so this change makes it easy to see which set of metrics you're using.

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Analytics Metrics Statistics and Category Statistics Reports: Drill to Interactions

These existing reports now allow you to drill to interactions that match specific data points. The new functionality allows you to relate interactions to statistics faster and more easily in the Analytics Metrics Statistics report and Analytics Category Statistics report. These reports also include columns for Total Interactions for a dataset and Total Interactions %.

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AutoDiscovery: Export AutoDiscovery Results

You can now export data from AutoDiscovery to a CSV file. The exported CSV file displays the relevant list of topics and phrases as well as correlating Volume, Duration, Anomaly, Silence, Cross-talk, Customer %, Sentiment, and Negative % for each topic or phrase.

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UI Updates

  • Change to My Workspace View—Previously "My Workspace" appeared at the top of a workspace when you selected a dataset to view. In the Fall 2022 release, the specific name of the workspace template you are currently viewing displays there. Examples might be "Top Categories 4 Widgets" or "At A Glance" instead of "My Workspace".

  • Removal of Processing Bar—The processing bar has been replaced. Reprocess Status appears at the bottom of the left navigation menu in CXone.

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MAX

Permission to Turn Off Echo Cancellation and Noise Cancellation

The new role permission called Disable Integrated Softphone Settings allows you to disable:

  • Echo Cancellation

  • Noise Cancellation

This is helpful if those features are causing audio issues for a group of agents.

Customer Request UI Change Availability On deploy

Phone # Timeout Name Change

The Phone # Timeout/Agent Voice Timeout business unit setting has been renamed as Agent Phone # Timeout. Additionally, a few known issues with the setting have been resolved.

Customer Request UI Change Availability On deploy

Permissions to Remove Access to Address Book Elements

You can restrict user access to customer and agent contact information with these new role permissions:

  • Hide Address Book Tabs

  • Hide Address Book Main

Customer Request UI Change Availability On deploy

Manual Fax Override in MAX

You can enable a manual fax override button for Personal Connection calls that quickly marks the numbers as fax machines. For more information, see the Personal Connection section of this page.

Customer Request UI Change Availability On deploy

My Zone

Recent Interactions in My Zone

In My Zone, you can view recent interactions for the last 7 days and last 30 days. The default view for recent interactions is still for the last 24 hours. See Your Recent Interactions.

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Personal Connection

Cluster and Business Unit Safeguards

Safeguards have been added to certain Personal Connection settings. These new limits reduce events and outages that impact your contact center.

The safeguards include:

  • A maximum of 500,000 total records (calling records and DNC records) can be uploaded in a single batch.
  • The system can keep a maximum of 1,000,000 total records (calling records and DNC records) in the active inventory.
  • The business unit can purge records nightly.

This feature will be available later in the Fall 2022 release cycle.

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OnPreview Studio Action

OnPreview provides a trigger event for the scripted handling of preview contacts with full Studio support. This enables you to guide and support your agents as they begin a preview dialing contact. For more information, see the Studio section of this page.

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Outbound Skill Schedule Available in ACD Skill Bulk Download

When you click Download Existing Skills on the Manage Multiple Skills page, the Scheduler - StartTime and Scheduler - EndTime columns show when your Personal Connection skills are scheduled to run. You can now modify your Personal Connection skill schedules in the file and bulk upload your changes. This enables you to manage your dialing schedules more quickly and easily.

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Changes to Abandonment Calculation

Abandonment rates no longer include agent-initiated dispositions for answering machines. The new calculation is the total number of active calls divided by the total number of live calls. Live calls are the total number of handled calls minus the number of agent-identified answering machine calls. Agent-identified answering machine calls include those marked as answering machines using dispositions or the manual override button, if enabled. This change is in compliance with established FTC abandonment rates.

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Manual Fax Override in MAX

You can enable a manual fax override button in MAX. This helps agents quickly dismiss a call they identify as a fax machine and allows them to move on to the next call faster. To enable the button, set Call Progress Analysis to Classify or Classify with Answering Machine Detection and select Fax in the CPA Management parameters page. This feature will be available later in the Fall 2022 release cycle.

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Ability to Modify Agentless Ports Allowed on Running Skill

Previously, you could use APIs to change the maximum number of ports to be allocated to an agentless skill as long as the skill wasn't running. Now, you can use the same method to modify the maximum port allocation for the skill while it's running. This can help you avoid dialer disruptions as you make adjustments to your settings.

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Quality Management

View by Evaluation

This feature uses role-based access control (RBAC) for user visibility as defined with Views.

In the Evaluation view, you can see only the evaluation of the teams that are defined for you.

For on-the-fly evaluations from Interactions

  • Only the evaluators of the teams defined for you in the Evaluation view are visible.

  • This list of evaluators is narrowed down based on:

    • Whether the evaluator has visibility of the team associated with the interaction AND
    • If that team is defined in their Evaluation view.

Performance Monitoring

  • For on-the-fly employee evaluations, you must select the agent before you select the evaluator.

    When reviewing, only the teams defined for you in the Evaluation view are visible.

    This list of evaluators is narrowed down based on:

    • Whether the evaluator has visibility of the team associated with the employee or agent AND

    • If that team is defined in their Evaluation view.

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Calibrations

  • A calibration allows up to 50 evaluators to participate. Currently, the limit is up to 10.
  • When creating a new calibration, you can use the Form and Evaluators from your last calibration request.
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BI Reports

QM BI Report Enhancements

AppLink

With this feature, supervisors and evaluators can evaluate the interactions recorded on NICE Engage.

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Additional Language Support

Quality Management now supports German and French as additional languages.

For QM processes such as Quality Planner and Form Manager, you can apply German and French when selecting a category.

This feature is a part of the QM Advanced license.

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Removal of Old QM Reports

The following old QM reports are no longer available:

  • Evaluation Report, Question Data Report, Coaching Workflow Report

    In Reporting > Prebuilt Reports.

  • Evaluation Answer Report

    In My Zone > Performance Monitoring > Generate Report

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QM Workflow Entity API Update

There is a new version of QM Workflow API—version 4. The QM Workflow metadata now includes information on Reason, Parent ID, and Evaluation Subject. The online help has been updated with these changes.

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Real-Time Interaction Guidance

Real-Time Interaction Guidance Available for Agent for Salesforce

Real-Time Interaction Guidance is now available for use with Agent for Salesforce Lightning. This expands the number of agents who can benefit from this agent assist option.

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View Agent Real-Time Interaction Guidance Scores in CXone Supervisor

Supervisors can now view their agents' Real-Time Interaction Guidance scores and alerts in real time using CXone Supervisor. The scores and alerts update in real time, just as they do in the agent application. This gives supervisors the chance to identify agents who might need some assistance, monitoring, or coaching.

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CXone Recording

New Field in Interaction Metadata: Agent Contact Number

A new Agent Contact Number field is available for data extraction. This field allows users to easily merge the outputs from the ACD Contacts API with the Data Extract API outputs to extract metadata.

You need version 5 of the Interaction Metadata API to get the Agent Contact Number field.

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ScreenAgent Enhancements

These ScreenAgent enhancements increase the flexibility of screen recording:

  • ScreenAgent supports the User Access Control (UAC) pop-up and continues to record after the UAC pop-up is accepted or rejected.

  • You can:

    • Configure the frame per second recording rate for each Windows machine. This helps optimize your computer resources (CPU, RAM, and bandwidth).

    • Configure the resolution of the recording screen for each Windows machine. This helps optimize your computer resources (RAM and CPU).

    • Upload ScreenAgent logs to the cloud. This improves collection of logs and enables direct access to ScreenAgent logs for Support and Services teams.

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Interactions Application Enhancements

  • In the Interactions application, you can view the media state of each segment in the Interactions results. New icons indicate when voice and screen recordings have been permanently deleted, moved to long-term storage, or moved to Secure External Access (SEA).

  • Access to QM data and actions for segments in the Interactions results is allowed according to users' Evaluation view definitions. Users can continue to view segments in the Interactions results according to their Interactions view definitions.

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Player Enhancements

  • New keyboard shortcuts for Player actions allow you to navigate through a recording quickly and easily.

  • Settings for the Player Interaction details pane are automatically saved per user. This enables seamless viewing of interactions.

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Increased Business Data Character Limit

The character limit has increased for the following Business Data fields:

  • Business Data Name: 38 characters

  • Display Name: 128 characters

  • Business Data Value: 4000 characters when the Field Type is text

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Recording API Usage Report

This new CXone Recording report allows administrators to view the number of recordings downloaded per month. This helps them determine the monthly API usage.

To use this report, you need to enable the Recording API Usage Report permission. In CXone, go to Admin > Security > Roles and Permissions > Permissions. The permission is under Reporting > BI Reports.

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ScreenAgent Updates

From January 1, 2023, any ScreenAgent version lower than 2.1.40 will not work and will not enable screen recording.

You must upgrade all users to ScreenAgent version 2.1.40 or higher before January 1, 2023, and then contact your CXone Account Representative to enable the new screen recording functionality. You can find the latest version of ScreenAgent in the downloads page.

Note that version 2.1.4 is an earlier unsupported version. It is not the same as version 2.1.40.

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Reporting and Dashboards

Business Intelligence (BI) Reports

Renaming Digital Agent Message Statistics Report

The Digital Agent Message Statistics report is now called Digital Messages. It includes new metrics in the summary and detailed grid views such as Neutral (Messages), Negative (Messages), and Positive (Messages).

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Agent Contact History Report

There is a new ACD BI report that displays all agent contacts. The Agent Contact History report includes data from ACD and Digital First Omnichannel. It includes over 30 metrics and a bar chart that displays a more detailed view of data by file type. Many of these metrics are new to CXone and specific to digital contacts.

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Enhancements to the Agent Contact Performance Report

  • The Agent Contact Time column in the Agent Contact Performance report is now named Agent Contact Duration.

  • The report includes new metrics for Average Handle Time, Average Active Time, and Average Inactive Time.

  • The report tracks contacts that last longer than 24 hours. Previously, the report only showed up to 24 hours.

  • ACD and Digital First Omnichannel metrics appear on the same list to show an omnichannel reporting integration.

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New CXone Billing BI Report

The new CXone Billing BI report allows you to see information related to Real-Time Interaction Guidance, including:

  • Total count of Real-Time Interaction Guidance users by day.

  • List of individual Real-Time Interaction Guidance users by day.

It also displays enhanced billing information about storage usage, such as:

  • Daily storage usage in gigabytes, organized by file type.
  • Billing cycle storage usage in gigabytes.
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New Abandons by Skill BI Report

The new Abandons by Skill BI report shows the following data for each skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge:

  • Total count of contacts that abandon.

  • Average abandon time.

  • Number of abandons in each time interval, such as 30–60 seconds, 60–90 seconds, and 2–5 minutes.

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New Campaign Summary BI Report

The new Campaign Summary BI report displays this data for each campaign:

  • Number of inbound and outbound contacts.

  • Number of abandons and Average Abandon Time.

  • Average Handle Time, Average Inqueue Time, and Average Agent Response Time.

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New BI Reports

CXone Interaction Analytics BI Report Enhancements

CXone Quality Management BI Report Enhancements

Audit Reports Enhancement

When defining the parameters for Activity Audit and Change Audit reports, the Employee filter now displays the list of active employees only.

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Data Download Reports

Report Multi-Runs

You can configure your tenant to prevent more than one data download template ID from running at the same time. Running multiple reports at a time slows down the system. This configuration helps avoid that issue. You will need to contact your CXone Account Representative to configure this for you.

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Studio

Updated Options for Logging in to Studio

Since the Summer 2022 release, Studio has supported Global Authentication, which means the Standard login option is no longer supported. In Fall 2022, it has been removed from the Studio login window.

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Improved Object Handling in Script Validation

Script validation has been modified to improve object dependency handling. This change addresses errors that occur when saving scripts.

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REST_API Action Returns Additional Information

REST_API actions now include both the body and the header, making troubleshooting easier. Previously, only the body was returned when you tried to validate or debug a script.

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REST_API Bulkhead Limit for Individual Tenants

The limit for a REST_API action is 100 requests per second. This limit applies to all CXone customers. When requests exceed this limit, the extra requests enter a processing queue. Once requests drop below the limit, queued requests are processed. You can now request an individual increase to this limit through your CXone Account Representative. Special approvals are required. Once approved, the limit will be raised for your individual tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. Requests over the new limit will still be queued as described previously.

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Enhancements to GETQUEUE and COUNTAGENTS Actions

Bullseye routing allows you to include routing decisions in your scripts that are based on agent proficiency. The HighProficiency and LowProficiency properties associated with bullseye routing are now available for the GETQUEUE action and the COUNTAGENT action. This adds another dimension to skill-based routing and further improves your ability to get your contacts to the right agent at the right time.

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New Action: OnPreview

The OnPreview action provides a trigger event for the scripted handling of preview contacts with full Studio support. This is useful for outbound Personal Connection interactions when you want to deliver contacts to the agent before initiating the contact. Previously, to provide this agent experience, you were limited to using a single Page action. The OnPreview action allows you to provide more information to the agent.

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Virtual Agent Hub

Google Dialogflow Renamed in Virtual Agent Hub

Throughout Virtual Agent Hub, labels and options have been renamed to clarify the difference between Google Dialogflow ES and Google Dialogflow CX. Previously, the Google Dialogflow ES labels read Google Dialogflow. Now they read Google Dialogflow ES. This change makes it easier to determine which option you need when adding and configuring bots.

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Set Parameters in Google Dialogflow CX Virtual Agent Bots

You can now set parameters in Google Dialogflow CX virtual agent bots. This allows you to customize the bot's response and pass information through to the agent.

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Voice Access

Advanced Caller ID Enhancements

Voice has the following enhancements:

  • Support across Brazil, Mexico, Spain, and the United States.
  • Automated billing per call and varied messages per call.
  • Call identification with a visible sign.
  • Brand protection from scammers.
  • Names included in call log to increase callbacks and conversions.
  • Coverage for more than 100 million US mobile devices, including iOS, Android, and wearable devices.
  • Name display for at least 95% of calls.
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Google Verified Caller ID Support

Your caller ID is verified through Google Verified Caller ID when your agents place an outbound call to a contact. This enables you to have your agent details updated by Google.

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Business Calls API Support for Advanced Caller ID

The provisioning process collects agent details and creates the Verified Calls agents. This enables you to use the Business Calls API to define the branding information to be displayed in interactions with contacts.

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Advanced Caller ID Google Verified Calling Support in Reporting

The MAX and Personal Connection dialer Abandon Rate Compliance report and Outbound Call Answer Rate report show you the number of verified calls that contacts answered. This enables you to see how Advanced Caller ID impacts the number of answered calls in your contact center.

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Workforce Management (CXone)

Import Schedules via CSV File

This feature allows you to import schedules created outside of WFM. It enhances the scheduling experience and adds to the productivity by:

  • Allowing the use of real-time adherence even before creating work rules and generating schedules.

  • Saving time on recreating schedules. You can import already created schedules immediately.

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Skill Proficiency Scores

Skill proficiency scores are introduced in WFM. Assign proficiency scores to an employee's WEM skills. It ensures alignment between the WFM system and the ACD platform. The ACD relies on proficiency scores for contact distribution.

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Full Day Trade

Employees now have more validated parameters for trading shifts. More choices give employees more flexibility while trading shifts. As a result, better employee satisfaction and reduced manual work for managers can be seen.

Benefits from new parameters include:

  • A longer time window for trading shifts.

  • Multiple target agents to respond to the shift trade requests.

  • Set preferable days and shifts for accepting the trades from the target agents.

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Forecasting—Manual Select Models

WFM Advanced users can select which forecast model they want to use. The selected model calculates the forecast data to generate a staffing plan. You can also autoselect, which will calculate all models and choose the most accurate one.

The models are:

  • Box-Jenkins ARIMA

  • Curve fitting

  • Exponential smoothing

  • Additive triple exponential smoothing

  • Multiplicative triple exponential smoothing

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Forecasting—Import Forecast Data

You can import external forecast data to create a new forecast job. With this feature, you don't have to generate a forecast and manually edit it to match the external forecast.

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Recurring Special Days

You can create recurring special days by day, week, month, year, or by a custom recurrence. This can save time and effort when creating special days for preplanned, recurring events.

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Forecasting—Grid Mode

You can view the Staffing plan data (step 5 of Forecasting) in a table, in addition to the current graph view. This provides a consistent format for forecasting. You can switch between the graph and tab views throughout the forecasting process.

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Shift Trade Conditions

You can set conditions for shift trading in WFM.

For example, you can create shift trading conditions to ensure:

  • Agents have the required skills to take over new shifts.

  • Agents cannot trade shifts after the weekly schedule is published.

  • Shift trading won't cause agents to exceed their weekly hour quota.

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Shift and Activity Length in Daily Rules

You now have greater scheduling flexibility when creating or editing a daily rule. The rule has more options for shift and activity length:

  • Shift length—Supports 15-minute increments instead of 30 minutes. For example, you can create a shift for 8 hours and 45 minutes.

  • Activity length—Support any duration. For example, you can create a two-minute activity for water breaks.

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Real Time Adherence: User Interface Enhancements

As part of the user interface enhancements to Real Time Adherence, you have:

  • Advanced filtering.

  • Improved display and user experience.

  • The ability to sort the column manually.

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Intraday Enhancements: Outbound Data, Filtering by Scheduling Unit, and Refined Staffing Metric

As part of the Intraday Manager enhancements:

  • Filter by scheduling unit— You can filter to view data for specific scheduling units. This allows you to focus on KPIs and staffing for your scheduling unit.

  • Outbound data—The data presented in the table is now for both the inbound and outbound interactions.

  • Refined staffing metric—The Actual column in the Staffing metric displays data for the full-time equivalentClosed A unit that indicates the workload of an agent of agents that were considered open by the ACD.

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Support for Cancellation of an Approved Time-Off in the Mobile App

Agents can cancel their approved time-off requests from the mobile app.

The cancellations work for:

  • Published schedules.

  • Unpublished schedules.

  • Current days.

  • Future days.

Earlier, supervisors needed to cancel the approved time-off requests for the agent. Agents can have a better user experience with more control over their approved time-off requests.

This feature is for mobile app version 3.2.1.

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Release Adjustments

These features are adjustments to those previously announced.

Changed Features

Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.

Interaction Analytics

UI Updates

The UI update previously only announced that "My Workspace" will no longer appear at the top of your workspace in a dataset. UI updates for Interaction Analytics also include changes to the processing bar. It is being replaced by a Reprocess Status pane at the bottom of the left navigation menu.

Features to be Released at a Later Date

Each item includes a description of the feature as it was previously published on the Coming Soon page. These features will not be a part of the Fall 2022 release.

ACD Channels

Trunk Group Specification for Manual Outbound ACD Skills

You will be able to select which trunk group a manual outbound ACD skill should use to deliver its call traffic. This will enable you to make the calling number visible to improve answer rates.

Admin

Security Settings Drop-Down Added to Left Menu

The left menu will be reorganized to group security features under a new Security Settings drop-down. This update will make it easier for you to find the security settings you need.

The following features will be grouped under Security Settings:

  • Roles & Permissions

  • Login Authenticator

  • Views

  • Life Cycle Management

  • Long-term File Retrieval

  • Storage Settings

  • File Activity

  • Business Data

  • Recording Policies

Cloud Storage Services

Disposition-Based Time to Live (TTL)

You will be able to manage the lifecycle of interactions in your environment based on the dispositionsClosed Result that the agent or system assigns to the contact when the interaction ends. that agents assign to them. This will enable you to store interactions for more or less time depending on how they went. You will manage the disposition-based lifecycle rules of your interactions in your cloud storage settings.

As part of this new lifecycle definition method, you will be able to correct the disposition associated with an interaction. When you do this, the lifecycle rules associated with the new disposition will apply to the interaction. This will help you maintain control over the storage of your interactions that don't perfectly match certain criteria.

You will need to contact your CXone Account Representative to obtain a license and enable this feature.

Interaction Analytics

Category Rules: Matching with Word Variations

Matching with variations for category rules currently only matches terms that are entered as the root form of the word. Interaction Analytics will now provide exact matches and matches with variations when you enter any form of the word. For example, the word "helped" would match with the words "helps", "helping", "help", and "helper" in addition to "helped". This update will help you avoid entering multiple keywords to receive similar results. You will be able to more easily find and analyze the data you are looking for.

Personal Connection

Improved Voicemail Laydown Accuracy

The CXone system will be able to deliver a voicemail when it reaches a voice mailbox with greater than 85% success. It will apply a disposition to indicate whether the voicemail was left successfully. This update will increase the number of successfully completed agentless interactions.

Viewable and Modifiable Proactive XS Settings in Skill Management

You will be able to see whether Proactive XS interactions are currently active from the Skill Management page. You will also be able to make changes to them from the same screen. This will enable you to more easily see the status of your Proactive XS-enabled Personal Connection skills and quickly adjust incorrect settings.

Reporting and Dashboards

New BI Report—Intraday Report

This new WFM report will display weekly forecasted data by skills for the selected week. This report will help managers to compare the actual data with the forecasted data, and spot areas where they will need to plan better.

To use this report, you will have to enable the Intraday Report permission. In CXone, go to Admin > Security > Roles and Permissions > Permissions. The permission will be under Reporting > BI Reports.

CXone WFM BI Report Enhancement

The Adherence report will now include conformance metrics. This will help WFM managers to evaluate the productivity of employees for a given interval—day, week, or month.

You will be able to drill down to the agent's view to see conformance details. It will include the actual amount of time an agent spent in different scheduled activities.

Voice Access

Advanced Caller ID Enhancements

Voice will receive the following enhancements:

  • Support for rich content in apps, including a logo and reason for calling.

Features Added to this Release

To see the following features in detail, select the product in the filter on the right.

Global Changes

Support for Windows 11 OS

Reporting and Dashboards

Audit Reports Enhancement

Evaluation by Section and Question Report Enhancement

Evaluation Details Report Enhancement

CXone Recording

Increased Business Data Character Limit

Quality Management

Calibrations

QM BI Report Enhancements

Additional Language Support

Removal of Old BI Reports

QM Workflow Entity API Update