24.4 Release Notes

What's New in the Online Help

File Path Changes

The following sections or pages have experienced a URL change. If you have links or bookmarks to these areas, you will need to update them.

• WeChat Channels: WeChat is no longer supported for direct integration with CXone. This page now directs you to the Bring Your Own Channel page, which allows you to integrate any messaging service CXone doesn't offer natively.

Expanded Content in the Bot Builder Online Help

The Bot Builder online help has been expanded with all-new content. It now features: 

• Getting Started with Bot Builder: This page introduces conversational AI concepts and ties them to Bot Builder configurations to help build a solid foundation of understanding.
• Best practices for using Bot Builder
• Implementation Process: This page provides an overview of the process of implementing a bot from planning through routine maintenance after deployment. Each major phase in the implementation process has its own page that provides more detailed information about how to approach that phase:
  • Plan and prepare for your bot.
  • Start a new bot in CXone.
  • Build your bot and train it to respond to contact messages.
  • Test your bot.
  • Review and improve your bot.
  • Deploy your bot to production.
  • Maintain your bot after deployment.
• Detailed information about Bot Builder configurations: These pages provide expanded, detailed information about the following Bot Builder features and configurations:
  • Intents and how to set them up.
  • Entities and how to set them up.
  • Slots, how to set them up, and how to use them.
  • Stories, how to set them up, and how to train your bot using them.
  • Rules and how to set them up.
  • Rich messaging and how to add each type of rich media in Bot Builder.
  • Bot responses and actions.

Removed Applications and Features

Removal of CXone Guide Engagement Rules and Engagement Actions Pages

The ACD > GUIDE > Engagement Rules and ACD > GUIDE > Engagement Actions legacy pages are no longer available. You must create Guide engagement rules using the Applications > Guide > Rules page.

For more details, select the CXone Guide filter on the top right.

Customer Request

UI Change

Availability

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

New Applications

CXA for ACS

CXA for ACS is a single-pane-of-glass solution that uses Microsoft Azure Communication Services (ACS) as the voice path to tightly integrate CXone with Microsoft Teams. ACS uses the same platform as Microsoft Teams. Agents are now able to log in to CXone Agent using their Microsoft Teams email ID. Once logged in, agents can make and receive voice calls with call controls in CXone Agent.

You must configure the integration between CXone Agent and your ACS. To do so, enter the following information in CXone:

• Business Unit ID

• Microsoft Account ID

• Application (Client) ID

• Application (Client) Secret

• Microsoft Connection String

Customer Request

UI Change

Availability

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

Integration Hub

Previously, Integration Hub was in controlled release in Europe and the United States. In this release, it is generally available in those same regions.

Integration Hub lets you manage the integration of CXone with third-party authentication and web services in one secure location. Web services can include applications, platforms, and systems.

You can also use Integration Hub to work with REST API calls in CXone. This enables you to: 

• Replace the SNIPPET and RESTAPI Studio actions.

• Replace the framework API Studio actions.

• Use self-signed mTLS certificates for added security.

• Use secrets for encrypted data elements, like credentials.

• Use one million free API requests per tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment per month.

Most integration methods require you to build a new connection each time you want to use the third-party tool or service. Integration Hub lets you build one connection per application or service and then use that connection in multiple places, saving you time.

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

Customer Request

UI Change

Availability

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

Interactions Hub Generally Available

Previously, Interactions Hub was in controlled release. In this release, it is generally available.

CXone Interactions Hub provides a centralized application that simplifies contact center compliance and risk management. It uses analytics and automated workflows to identify and mitigate compliance risks.

This application secures adherence to evolving regulatory standards and enhances customer experience. It does this by unifying 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. across audio and digital channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. into one seamless solution. Interactions Hub supports native and migrated calls.

The Risk Detection board in the Interactions Hub proactively scans the CXone environment, identifying PCI risks. These risks are shown on the dashboard, allowing you to start deleting interactions immediately or to create a Deletion policy that includes the identified interactions.

By creating policies in the Interactions Hub, you can gain control over your contact center compliance management. You configure data policies to automatically deal with known risks or those flagged by Interactions Hub in the Risk Detection board.

Whether it’s compliance adherence or internal guidelines, Interactions Hub will ensure consistent and efficient risk mitigation.

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

Customer Request

UI Change

Availability

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

Enlighten Copilot for Supervisors

Previously, Enlighten Copilot for Supervisors was in controlled release. In this release, it is generally available.

Enlighten Copilot for Supervisors provides you with AI-driven insights and context into real-time issues. It helps you prioritize tasks, guide data-driven decisions, and generate real-time interaction summaries. Copilot empowers you to boost agent performance and improve customer satisfaction.

Key features include Urgent Assist and Negative Sentiment alerts for immediate notification of critical issues as they unfold. It offers insights for negative sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. alerts with ongoing call summaries and reasons for negative sentiment. This is supported for both voice and digital Any channel, contact, or skill associated with Digital Experience. contacts The person interacting with an agent, IVR, or bot in your contact center.. Copilot allows you to ask a question about your data in a conversational manner and provides visibility into the agent’s productivity and effectiveness. Settings are available under the Settings page to customize key configurations of Enlighten Copilot for Supervisors.

Customers who have been using Enlighten Copilot for Supervisors in controlled release will notice new features. For more details, select the Enlighten Copilot for Supervisors filter on the top right.

Customer Request

UI Change

Availability

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

GenAI Prompt Editor

GenAI Prompt Editor enables you to customize and manage generative AI Artificial intelligence (AI) technology that lets you generate new content by submitting a prompt to it. Products that use generative AI are modeled on training data. They follow patterns and structure learned from that training data. prompts for Enlighten AI services. In this initial release, GenAI Prompt Editor is available only for the final summary generated by Enlighten Copilot for Agents.

GenAI Prompt Editor lets you: 

• Customize generative AI prompts. Users can add and duplicate multiple profiles per prompt.

• Test the prompts and generate responses against real transcripts, either by using segment IDs or by manually entering transcripts.

• Publish the prompts and connect them to Enlighten Copilot for Agents.

GenAI Prompt Editor lets you adapt your generative AI use cases to your unique business needs, enhancing the flexibility and efficiency of your AI services.

Customer Request

UI Change

Availability

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

ACD

CXone Routing

Digital Experience Interactions in Priority-Based Blending

Priority-based blending routes the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. with the highest priority to the available agent, regardless of which channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. it comes from. Previously, priority-based blending The ability for agents to receive interactions from all eligible CXone ACD skills, Personal Connection dialer, and Digital Experience skills assigned to them, based on the relative skill priority. Personal Connection skills work the same way they normally would, no matter the dialing ratio. Each skill you want to blend with others must be configured with priority-based blending. included inbound voice, legacy CXone digital, and Personal Connection interactions. In this release, Digital Experience channels are also included in priority-based blending. This change creates a more complete priority-based blending experience.

Customer Request

UI Change

Availability

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

Multiple Routing Attributes

Previously, the ability to use more than one routing attribute at the same time was in controlled release in the United States and Australia. In this release, it has become generally available in the United States, Australia, and Europe.

A routing attribute lets you narrow the pool of agents assigned to the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge who are eligible to receive an interaction. For example, you could require that the agent has a certain license or certification. Multiple routing attributes let you further narrow the pool of eligible agents. For example, you could specify that an agent with the correct skill must also have a certain license and be able to speak a certain language to be eligible to receive the interaction. This gives you more control over which agents an interaction can route to without creating a lot of ACD skills.

To set up multiple routing attributes, you need to apply attributes to your agent user profiles. You then use Studio scripts to route interactions to agents based on the ACD skill and the chosen attributes. To avoid narrowing your agent pool so far that interactions become stuck in queue with no matching agents, it is best to use no more than five routing attributes per routing action.

You must have dynamic delivery enabled for your system to use multiple routing attributes.

Customer Request

UI Change

Availability

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

Admin

CXone User Erasure

Previously, you could use the Privacy page to request the erasure of certain contact data, like phone numbers and email addresses, to meet data protection regulations like GDPR. In this release, you can use the same process to request the erasure of CXone user profiles. This enhances your ability to meet data protection requirements.

Only inactive users are available for an erasure request. Once the erasure request has been successfully executed, the user is removed from the Employees page. The anonymized user is still visible on other pages, including Teams; however, the identity of the user is not recoverable.

Customer Request

UI Change

Availability

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

Improvements to Employee Sync with SCIM

SCIM is a protocol that allows you to securely create a user in CXone from a supported identity provider. With SCIM integration, you can use SCIM v2-compliant applications, such as Okta, to create, update, and deactivate CXone users. The CXone SCIM client includes improvements: 

• You no longer need to register your application with CXone before you begin integrating. Instead, you need to create an access key for authentication. This creates a faster and easier integration experience.

• Support has been added for these employee fields: 

  • Login Authenticator

  • Primary Role

  • Team

Customer Request

UI Change

Availability

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

User Inactivity Lock

Previously, employees remained active in CXone unless you manually deactivated them. In this release, employee accounts are automatically locked when they haven't logged in for a predetermined amount of time. You can turn this feature off as needed. When a user is locked due to inactivity, their account is still active and continues to be billed normally until the account is deactivated.

You can choose the number of days of inactivity that will trigger the inactivity lock. You can do this at the tenant or user level:

• For the tenant setting, you enable Lock Users and set the threshold for Inactive Days Before a User Can Be Locked on the Account Settings page. By default, Lock Users is enabled with a 60-day threshold.

• For the employee setting, you enable Lock Users and set the threshold for Inactive Days Before User Can Be Locked on the Security tab of the employee profile. Employee settings override tenant settings.

When you configure a new Inactive Days Before a User Can Be Locked threshold, the setting applies retroactively. For example, if you set it to 7 days, employee profiles that have been inactive for at least seven days are immediately locked.

Automatically locking inactive users leaves fewer windows of opportunity for attackers to breach your CXone system.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Ability to Unlock User Accounts

Previously, users could unlock their own accounts by clicking the Forgot your password? link on the CXone login page. You could not unlock user accounts for other users. In this release, you can unlock user accounts for them, whether their password was locked due to too many failed login attempts or their account was locked due to inactivity.

You can do this from the employee profile table or in a new Admin > Security > Locked Employees page. To unlock a user, you must click the actions icon in the user's row and select Unlock User. To unlock a password, you must click the actions icon in the user's row and select Unlock Password.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Views - Global View

The Global View enforces data accessibility for users of Enlighten Actions and Enlighten Copilot for Supervisors. Data access is securely managed, allowing users to view only the relevant information. Users do not receive restricted data in response to their queries, ensuring that all information provided is appropriate for their access level.

The Global View is created based on teams and skills, and users can request data using natural language prompts. The view is assigned in the same manner as other views currently are. If no Global View is assigned, data access remains unrestricted.

Customer Request

UI Change

Availability

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

CXone Agent

Use CXone Agent Progressive Web App on iOS Devices

You can now use the CXone Agent progressive web app (PWA) on iPhone devices running iOS 16 or iOS 17. This has been tested on these devices:

• iPhone 14

• iPhone 15 Pro Max

You should not use the CXone Agent WebRTC Extension on iOS devices.

Customer Request

UI Change

Availability

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

Use Headsets for Voice Controls

Agents can use WebHID-compliant Jabra headsets for the following basic voice controls:

• Accept

• Hold

• Resume

• Mute

• Unmute

• Hang Up

This enables them to work away from their desks, increasing productivity. Agents can add and select their Jabra headset in the new Jabra Call Control section in Settings > Voice Preferences.

Customer Request

UI Change

Availability

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

Delete Message Content and Author Name

Agents can now delete the content of inbound and outbound messages. They can also delete the name of the author of inbound messages. Like masking a call, this allows them to hide sensitive information, such as account numbers and personal ID numbers. For chat, message content and author names are deleted for both the agent and the contact The person interacting with an agent, IVR, or bot in your contact center.. For all other channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on., content and author names are only deleted on the agent's side.

This feature is supported for all digital channels Any channel, contact, or skill associated with Digital Experience..

You can enable this functionality for agents in their Digital Experience role.

Customer Request

UI Change

Availability

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

Reply to Specific Messages

When agents click Options > Reply next to specific messages, their reply quotes the original message. This allows agents to reference specific topics in conversations.

View a list of supported channels

This feature is supported for these channels:

• Bring Your Own Channel (BYOC)

• Chat

• WhatsApp

Customer Request

UI Change

Availability

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

Status Indicators for Outbound Messages

These status icons now display next to agents' messages:

• Waiting : The message is waiting to be sent.

• Sent : The message has been sent to the NICE CXone servers.

• Delivered : The message has been delivered to the contact.

• Read : The contact has read the message.

View a list of supported channels

This feature is supported for these channels:

• Bring Your Own Channel (BYOC)

• WhatsApp

Customer Request

UI Change

Availability

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

Audio Messages for Select Digital Channels

Agents can now record and send audio messages. They can also receive and listen to audio messages using an inline audio player.

View a list of supported channels

This feature is supported for these channels:

• Apple Messages for Business

• Chat

• Email

• Facebook Messenger

• Instagram message Us (receiving only)

• Slack

• WhatsApp

Customer Request

UI Change

Availability

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

Edit the Disposition, Notes, and Tags of Any Assigned Interaction

Previously, agents could not edit the additional fields in the Outcomes window if the Status had been set to Closed. Those additional fields include Disposition, Notes, and Tags. In this release, agents can edit those fields for any interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. assigned to them.

Customer Request

UI Change

Availability

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

Elevate Interactions

Previously, this feature was in controlled release. In this release, it is generally available.

Agents can now elevate an interaction from one channel to another. This allows them to select the best channel for handling the contact. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. Agents can elevate:

• Digital interactions to voice.

• Voice interactions to select outbound digital channels.

• Digital interactions to select outbound digital channels. For example, they could elevate an interaction from SMS to WhatsApp.

This makes interactions seamless. It also simplifies reporting. The entire interaction is connected to one interaction ID. There are individual contact IDs for the interaction on each channel.

Customer Request

UI Change

Availability

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

Settings Remembered after Clearing Cache and Cookies

Previously, the changes agents made to their CXone Agent settings in the Settings app were stored in their browser. When agents cleared their browser's cache and cookies, those settings were reset. In this release, they are stored in the NICE CXone servers. When agents clear their cache and cookies, their settings remain as configured.

Customer Request

UI Change

Availability

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

Choose to Send with Enter Key or Not

Agents can choose how the Enter key on their keyboard behaves when they're writing messages. They can choose from these options:

• Send messages using the Enter key for all digital channels.

• Send messages using the Enter key for all digital channels except email.

• Don't send messages using the Enter key for any digital channels.

Customer Request

UI Change

Availability

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

Choose Location

Agents can select their location when they log in to CXone Agent. A drop-down list of locations appears in the Voice Preferences window. You can configure the locations in this list in Admin > Locations > Location Definitions. Your CXone Account Representative must enable this for your system.

Customer Request

UI Change

Availability

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

Enhancements to the CRM Integration Experience

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

• Name and Relates To Fields for Salesforce: Fields for Name and Relates To appear when agents click Relates To next to a record in the Current Interaction section of the customer card. The Name and Relates To fields allow agents to relate a Salesforce record to the Current Interaction record.

  You can enable this functionality by adding a line of code to the Create workflow payload.

  Customer Request

  UI Change

  Availability

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

• Relate ServiceNow Records: Agents can relate ServiceNow records inside CXone Agent. The Relates To icon has been added to the Current Interaction section of the customer card. When agents click Relates To , a pop-up appears. This pop-up lists the records from the Related Interactions section of the customer card. Agents can select a record to relate to the Current Interaction record.

  You can enable this functionality by adding a line of code to the Create workflow payload.

  Customer Request

  UI Change

  Availability

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

• Dynamic Data Mappings for Custom CRM Records: The dynamic data mappings you configure in CXone allow you to choose which CRM record fields appear in CXone Agent. Previously, dynamic data mappings could only appear for Search workflows. In this release, they can also appear for Create workflows.

  Customer Request

  UI Change

  Availability

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

• Improved Scripting for Oracle, ServiceNow, and Zendesk Integration: Integrating CXone Agent with CRMs requires Studio scripting. In this release, back-end improvements have been made to simplify this scripting for Oracle, ServiceNow, and Zendesk. The Studio scripts for those CRMs no longer need the Send Workflow Response CUSTOMEVENT action. Existing scripts are not impacted.

  Customer Request

  UI Change

  Availability

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

Support for Special Characters and Leading Zero for Click-to-Dial

Previously, click-to-dial did not recognize special characters or leading zeroes in phone numbers. In this release, it recognizes special characters, such as slashes and pound signs, in phone numbers. It also recognizes leading zeroes, such as those in United Kingdom phone numbers.

Customer Request

UI Change

Availability

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

Phone Icon Removed from Click-to-Dial

Click-to-dial no longer adds a phone icon next to phone numbers. This resolves issues with the sizing and alignment of the phone icon. The phone number still displays as a link agents can click to dial it.

Customer Request

UI Change

Availability

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

UI and UX Improvements

The following changes have been made to the CXone Agent user interface:

• Display & Accessibility Tab Renamed: The Display & Accessibility tab in Settings has been renamed to Display & Keyboard.

• Updates to Social Icons: The following social icons have been updated:

  • The Twitter icon is now the X icon .

  • The Facebook icon is now the Facebook Messenger icon for private Facebook Messenger messages.

  • The Apple Messages for Business, Instagram, and LinkedIn icons have been updated.

• New Colors for Select Channel Icons: Previously, the icons for phone calls, chats, emails, and SMS interactions were blue. In this release, those icons have changed color:

  • Phone call is now purple .

  • Chat is now dark green .

  • Email is now pink .

  • SMS is now light green .

  This makes it easier to distinguish between those icons.

• Arrows for Channel Icons: A down arrow appears next to inbound channel icons. An up arrow appears next to outbound channel icons. For example, this icon indicates inbound email , and this icon indicates outbound email .

• Updated Voice Control Icons: The voice control icons have been updated.

• Updated Voicemail Icons: The voicemail control icons have been updated.

• Updated Queue Icons: The icons in the Queue have been updated.

• Updated Interactions Menu Icons: The following icons in the interactions menu have been updated to a more modern design:

  • The Request More icon is now .

  • The New Outbound icon is now .

  • The Consult / Transfer icon is now .

  • The Outcomes icon is now .

Customer Request

UI Change

Availability

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

Support for Additional Agent Assist Hub Applications

Real-Time Interaction Guidance is now supported in CXone Agent.

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

Customer Request

UI Change

Availability

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

Search Full Names in Directory

Previously, when agents selected All in the drop-down in the Directory and searched full names in standard address books, no results appeared. In this release, the Directory displays those results.

Customer Request

UI Change

Availability

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

Noise Cancellation

The voice control panel includes controls for Noise Cancellation. The controls let agents reduce the background noise and echoes on either side, or both sides, of a phone call. Removing noise like other voices, traffic, and typing makes calls more professional. It also enables agents to better focus on their calls.

This is only available for environments with Noise Cancellation enabled.

Customer Request

UI Change

Availability

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

CXone Agent SDK

CXA SDK Generally Available

Previously, the CXA SDK was available in a controlled release. To use the SDK, you needed to work with your CXone Account Representative. In this release, the SDK is generally available. Your developers can get the SDK on demand at npmjs.com. This lets integrators use the SDK and access the SDK documentation at will.

Customer Request

UI Change

Availability

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

UI Components

The SDK now includes UI components. This gives your developers a starting point for your own app and minimizes the amount of effort needed to develop a front end. These components are showcased in the sample front-end application. The sample app is in the SDK repository.

Customer Request

UI Change

Availability

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

Agent Assist Hub

RTIG Support for Additional Agent Applications

Real-Time Interaction Guidance (RTIG) is now supported in CXone Agent, CXone Agent Embedded, CXone Agent for Microsoft Teams, and CXone Agent Integrated.

Customer Request

UI Change

Availability

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

CXone Agent Embedded

Screen Pop Visualforce Pages in Salesforce

You can screen pop Visualforce pages to agents using CXone Agent Embedded for Salesforce (CXone Agent for Salesforce). The Visualforce page appears to agents when an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. is assigned to them. You configure this in your Studio script using a POPURL action.

Customer Request

UI Change

Availability

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

Screen Pop Salesforce Flows

You can screen pop Salesforce Flows to agents using CXone Agent for Salesforce. The Flow appears to agents when an interaction is assigned to them. You configure this in your Studio script using a SNIPPET action and a CUSTOMEVENT action.

Customer Request

UI Change

Availability

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

Screen Pop Salesforce Search Pages

You can screen pop Salesforce search pages to agents using CXone Agent for Salesforce. The search page appears to agents when an interaction is assigned to them. You configure this in your Studio script using a SNIPPET action and a CUSTOMEVENT action. In the SNIPPET code, you set the search string for the search page.

Customer Request

UI Change

Availability

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

Bi-Directional Context Switching in Salesforce

Previously, context switching was one-way and not automatic. Agents had to click a link to a Salesforce record to open it as a screen pop A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. in Salesforce. In this release, context switching is bi-directional and automatic. When agents open an interaction in CXone Agent for Salesforce, the record associated with that interaction opens in Salesforce. Likewise, when agents open a record in Salesforce, the interaction associated with that record opens in CXone Agent for Salesforce. This works for both voice and digital Any channel, contact, or skill associated with Digital Experience. interactions.

Customer Request

UI Change

Availability

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

Support for Multiple Session Templates in Microsoft Dynamics CIF v2.0

Previously, when setting up CXone Agent Embedded in Microsoft Dynamics Channel Integration Framework (CIF) v2.0, you could only specify one session template. In this release, you can specify two session templates. This is done in the Custom Parameters of the channel provider. The two session templates are:

• Default session template: The template listed in the sessionTemplate custom parameter. It appears when the agent isn't handling an interaction.

• Interaction session template: The template listed in the omniSessionTemplate custom parameter. It appears when the agent is handling an interaction.

You can configure the tabs that appear in Microsoft Dynamics for each session template.

Customer Request

UI Change

Availability

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

Delete Message Content and Author Name

Agents can now delete the content of inbound and outbound messages. They can also delete the name of the author of inbound messages. Like masking a call, this allows them to hide sensitive information, such as account numbers and personal ID numbers. For chat, message content and author names are deleted for both the agent and the contact The person interacting with an agent, IVR, or bot in your contact center.. For all other channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on., content and author names are only deleted on the agent's side.

This feature is supported for all digital channels Any channel, contact, or skill associated with Digital Experience..

You can enable this functionality for agents in their Digital Experience role.

Customer Request

UI Change

Availability

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

Reply to Specific Messages

When agents click Options > Reply next to specific messages, their reply quotes the original message. This allows agents to reference specific topics in conversations.

View a list of supported channels

This feature is supported for these channels:

• Bring Your Own Channel (BYOC)

• Chat

• WhatsApp

Customer Request

UI Change

Availability

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

Status Indicators for Outbound Messages

These status icons now display next to agents' messages:

• Waiting : The message is waiting to be sent.

• Sent : The message has been sent to the NICE CXone servers.

• Delivered : The message has been delivered to the contact.

• Read : The contact has read the message.

View a list of supported channels

This feature is supported for these channels:

• Bring Your Own Channel (BYOC)

• WhatsApp

Customer Request

UI Change

Availability

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

Audio Messages for Select Digital Channels

Agents can now record and send audio messages. They can also receive and listen to audio messages using an inline audio player.

View a list of supported channels

This feature is supported for these channels:

• Apple Messages for Business

• Chat

• Email

• Facebook Messenger

• Instagram message Us (receiving only)

• Slack

• WhatsApp

Customer Request

UI Change

Availability

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

Edit the Disposition, Notes, and Tags of Any Assigned Interaction

Previously, agents could not edit the additional fields in the Outcomes window if the Status had been set to Closed. Those additional fields include Disposition, Notes, and Tags. In this release, agents can edit those fields for any interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. assigned to them.

Customer Request

UI Change

Availability

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

Elevate Interactions

Previously, this feature was in controlled release. In this release, it is generally available.

Agents can now elevate an interaction from one channel to another. This allows them to select the best channel for handling the contact. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. Agents can elevate:

• Digital interactions to voice.

• Voice interactions to select outbound digital channels.

• Digital interactions to select outbound digital channels. For example, they could elevate an interaction from SMS to WhatsApp.

This makes interactions seamless. It also simplifies reporting. The entire interaction is connected to one interaction ID. There are individual contact IDs for the interaction on each channel.

Customer Request

UI Change

Availability

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

Settings Remembered after Clearing Cache and Cookies

Previously, the changes agents made to their CXone Agent Embedded settings in the Settings app were stored in their browser. When agents cleared their browser's cache and cookies, those settings were reset. In this release, they are stored in the NICE CXone servers. When agents clear their cache and cookies, their settings remain as configured.

Customer Request

UI Change

Availability

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

Choose to Send with Enter Key or Not

Agents can choose how the Enter key on their keyboard behaves when they're writing messages. They can choose from these options:

• Send messages using the Enter key for all digital channels.

• Send messages using the Enter key for all digital channels except email.

• Don't send messages using the Enter key for any digital channels.

Customer Request

UI Change

Availability

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

Choose Location

Agents can select their location when they log in to CXone Agent Embedded. A drop-down list of locations appears in the Voice Preferences window. You can configure the locations in this list in Admin > Locations > Location Definitions. Your CXone Account Representative must enable this for your system.

Customer Request

UI Change

Availability

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

Enhancements to the CRM Integration Experience

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

• Name and Relates To Fields for Salesforce: Fields for Name and Relates To appear when agents click Relates To next to a record in the Current Interaction section of the customer card. The Name and Relates To fields allow agents to relate a Salesforce record to the Current Interaction record.

  You can enable this functionality by adding a line of code to the Create workflow payload.

  Customer Request

  UI Change

  Availability

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

• Relate ServiceNow Records: Agents can relate ServiceNow records inside CXone Agent Embedded. The Relates To icon has been added to the Current Interaction section of the customer card. When agents click Relates To , a pop-up appears. This pop-up lists the records from the Related Interactions section of the customer card. Agents can select a record to relate to the Current Interaction record.

  You can enable this functionality by adding a line of code to the Create workflow payload.

  Customer Request

  UI Change

  Availability

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

• Dynamic Data Mappings for Custom CRM Records: The dynamic data mappings you configure in CXone allow you to choose which CRM record fields appear in CXone Agent Embedded. Previously, dynamic data mappings could only appear for Search workflows. In this release, they can also appear for Create workflows.

  Customer Request

  UI Change

  Availability

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

• Improved Scripting for Oracle, ServiceNow, and Zendesk Integration: Integrating CXone Agent Embedded with CRMs requires Studio scripting. In this release, back-end improvements have been made to simplify this scripting for Oracle, ServiceNow, and Zendesk. The Studio scripts for those CRMs no longer need the Send Workflow Response CUSTOMEVENT action. Existing scripts are not impacted.

  Customer Request

  UI Change

  Availability

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

Support for Special Characters and Leading Zero for Click-to-Dial

Previously, click-to-dial did not recognize special characters or leading zeroes in phone numbers. In this release, it recognizes special characters, such as slashes and pound signs, in phone numbers. It also recognizes leading zeroes, such as those in United Kingdom phone numbers.

Customer Request

UI Change

Availability

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

Phone Icon Removed from Click-to-Dial

Click-to-dial no longer adds a phone icon next to phone numbers. This resolves issues with the sizing and alignment of the phone icon. The phone number still displays as a link agents can click to dial it.

Customer Request

UI Change

Availability

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

UI and UX Improvements

The following changes have been made to the CXone Agent Embedded user interface:

• Display & Accessibility Tab Renamed: The Display & Accessibility tab in Settings has been renamed to Display & Keyboard.

• Updates to Social Icons: The following social icons have been updated:

  • The Twitter icon is now the X icon .

  • The Facebook icon is now the Facebook Messenger icon for private Facebook Messenger messages.

  • The Apple Messages for Business, Instagram, and LinkedIn icons have been updated.

• New Colors for Select Channel Icons: Previously, the icons for phone calls, chats, emails, and SMS interactions were blue. In this release, those icons have changed color:

  • Phone call is now purple .

  • Chat is now dark green .

  • Email is now pink .

  • SMS is now light green .

  This makes it easier to distinguish between those icons.

• Arrows for Channel Icons: A down arrow appears next to inbound channel icons. An up arrow appears next to outbound channel icons. For example, this icon indicates inbound email , and this icon indicates outbound email .

• Updated Voice Control Icons: The voice control icons have been updated.

• Updated Voicemail Icons: The voicemail control icons have been updated.

• Updated Queue Icons: The icons in the Queue have been updated.

• Updated Interactions Menu Icons: The following icons in the interactions menu have been updated to a more modern design:

  • The Request More icon is now .

  • The New Outbound icon is now .

  • The Consult / Transfer icon is now .

  • The Outcomes icon is now .

Customer Request

UI Change

Availability

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

Support for Additional Agent Assist Hub Applications

Real-Time Interaction Guidance is now supported in CXone Agent Embedded.

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

Customer Request

UI Change

Availability

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

Search Full Names in Directory

Previously, when agents selected All in the drop-down in the Directory and searched full names in standard address books, no results appeared. In this release, the Directory displays those results.

Customer Request

UI Change

Availability

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

CXone Agent for Microsoft Teams

Delete Message Content and Author Name

Agents can now delete the content of inbound and outbound messages. They can also delete the name of the author of inbound messages. Like masking a call, this allows them to hide sensitive information, such as account numbers and personal ID numbers. For chat, message content and author names are deleted for both the agent and the contact The person interacting with an agent, IVR, or bot in your contact center.. For all other channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on., content and author names are only deleted on the agent's side.

This feature is supported for all digital channels Any channel, contact, or skill associated with Digital Experience..

You can enable this functionality for agents in their Digital Experience role.

Customer Request

UI Change

Availability

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

Reply to Specific Messages

When agents click Options > Reply next to specific messages, their reply quotes the original message. This allows agents to reference specific topics in conversations.

View a list of supported channels

This feature is supported for these channels:

• Bring Your Own Channel (BYOC)

• Chat

• WhatsApp

Customer Request

UI Change

Availability

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

Status Indicators for Outbound Messages

These status icons now display next to agents' messages:

• Waiting : The message is waiting to be sent.

• Sent : The message has been sent to the NICE CXone servers.

• Delivered : The message has been delivered to the contact.

• Read : The contact has read the message.

View a list of supported channels

This feature is supported for these channels:

• Bring Your Own Channel (BYOC)

• WhatsApp

Customer Request

UI Change

Availability

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

Audio Messages for Select Digital Channels

Agents can now record and send audio messages. They can also receive and listen to audio messages using an inline audio player.

View a list of supported channels

This feature is supported for these channels:

• Apple Messages for Business

• Chat

• Email

• Facebook Messenger

• Instagram message Us (receiving only)

• Slack

• WhatsApp

Customer Request

UI Change

Availability

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

Edit the Disposition, Notes, and Tags of Any Assigned Interaction

Previously, agents could not edit the additional fields in the Outcomes window if the Status had been set to Closed. Those additional fields include Disposition, Notes, and Tags. In this release, agents can edit those fields for any interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. assigned to them.

Customer Request

UI Change

Availability

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

Elevate Interactions

Previously, this feature was in controlled release. In this release, it is generally available.

Agents can now elevate an interaction from one channel to another. This allows them to select the best channel for handling the contact. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. Agents can elevate:

• Digital interactions to voice.

• Voice interactions to select outbound digital channels.

• Digital interactions to select outbound digital channels. For example, they could elevate an interaction from SMS to WhatsApp.

This makes interactions seamless. It also simplifies reporting. The entire interaction is connected to one interaction ID. There are individual contact IDs for the interaction on each channel.

Customer Request

UI Change

Availability

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

Settings Remembered after Clearing Cache and Cookies

Previously, the changes agents made to their CXone Agent for Microsoft Teams settings in the Settings app were stored in their browser. When agents cleared their browser's cache and cookies, those settings were reset. In this release, they are stored in the NICE CXone servers. When agents clear their cache and cookies, their settings remain as configured.

Customer Request

UI Change

Availability

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

Choose to Send with Enter Key or Not

Agents can choose how the Enter key on their keyboard behaves when they're writing messages. They can choose from these options:

• Send messages using the Enter key for all digital channels.

• Send messages using the Enter key for all digital channels except email.

• Don't send messages using the Enter key for any digital channels.

Customer Request

UI Change

Availability

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

Choose Location

Agents can select their location when they log in to CXone Agent for Microsoft Teams. A drop-down list of locations appears in the Voice Preferences window. You can configure the locations in this list in Admin > Locations > Location Definitions. Your CXone Account Representative must enable this for your system.

Customer Request

UI Change

Availability

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

Enhancements to the CRM Integration Experience

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

• Name and Relates To Fields for Salesforce: Fields for Name and Relates To appear when agents click Relates To next to a record in the Current Interaction section of the customer card. The Name and Relates To fields allow agents to relate a Salesforce record to the Current Interaction record.

  You can enable this functionality by adding a line of code to the Create workflow payload.

  Customer Request

  UI Change

  Availability

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

• Relate ServiceNow Records: Agents can relate ServiceNow records inside CXone Agent for Microsoft Teams. The Relates To icon has been added to the Current Interaction section of the customer card. When agents click Relates To , a pop-up appears. This pop-up lists the records from the Related Interactions section of the customer card. Agents can select a record to relate to the Current Interaction record.

  You can enable this functionality by adding a line of code to the Create workflow payload.

  Customer Request

  UI Change

  Availability

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

• Dynamic Data Mappings for Custom CRM Records: The dynamic data mappings you configure in CXone allow you to choose which CRM record fields appear in CXone Agent for Microsoft Teams. Previously, dynamic data mappings could only appear for Search workflows. In this release, they can also appear for Create workflows.

  Customer Request

  UI Change

  Availability

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

• Improved Scripting for Oracle, ServiceNow, and Zendesk Integration: Integrating CXone Agent for Microsoft Teams with CRMs requires Studio scripting. In this release, back-end improvements have been made to simplify this scripting for Oracle, ServiceNow, and Zendesk. The Studio scripts for those CRMs no longer need the Send Workflow Response CUSTOMEVENT action. Existing scripts are not impacted.

  Customer Request

  UI Change

  Availability

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

Support for Special Characters and Leading Zero for Click-to-Dial

Previously, click-to-dial did not recognize special characters or leading zeroes in phone numbers. In this release, it recognizes special characters, such as slashes and pound signs, in phone numbers. It also recognizes leading zeroes, such as those in United Kingdom phone numbers.

Customer Request

UI Change

Availability

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

Phone Icon Removed from Click-to-Dial

Click-to-dial no longer adds a phone icon next to phone numbers. This resolves issues with the sizing and alignment of the phone icon. The phone number still displays as a link agents can click to dial it.

Customer Request

UI Change

Availability

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

UI and UX Improvements

The following changes have been made to the CXone Agent for Microsoft Teams user interface:

• Display & Accessibility Tab Renamed: The Display & Accessibility tab in Settings has been renamed to Display & Keyboard.

• Updates to Social Icons: The following social icons have been updated:

  • The Twitter icon is now the X icon .

  • The Facebook icon is now the Facebook Messenger icon for private Facebook Messenger messages.

  • The Apple Messages for Business, Instagram, and LinkedIn icons have been updated.

• New Colors for Select Channel Icons: Previously, the icons for phone calls, chats, emails, and SMS interactions were blue. In this release, those icons have changed color:

  • Phone call is now purple .

  • Chat is now dark green .

  • Email is now pink .

  • SMS is now light green .

  This makes it easier to distinguish between those icons.

• Arrows for Channel Icons: A down arrow appears next to inbound channel icons. An up arrow appears next to outbound channel icons. For example, this icon indicates inbound email , and this icon indicates outbound email .

• Updated Voice Control Icons: The voice control icons have been updated.

• Updated Voicemail Icons: The voicemail control icons have been updated.

• Updated Queue Icons: The icons in the Queue have been updated.

• Updated Interactions Menu Icons: The following icons in the interactions menu have been updated to a more modern design:

  • The Request More icon is now .

  • The New Outbound icon is now .

  • The Consult / Transfer icon is now .

  • The Outcomes icon is now .

Customer Request

UI Change

Availability

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

Support for Additional Agent Assist Hub Applications

Real-Time Interaction Guidance is now supported in CXone Agent for Microsoft Teams.

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

Customer Request

UI Change

Availability

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

Search Full Names in Directory

Previously, when agents selected All in the drop-down in the Directory and searched full names in standard address books, no results appeared. In this release, the Directory displays those results.

Customer Request

UI Change

Availability

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

CXone Agent Integrated

Delete Message Content and Author Name

Agents can now delete the content of inbound and outbound messages. They can also delete the name of the author of inbound messages. Like masking a call, this allows them to hide sensitive information, such as account numbers and personal ID numbers. For chat, message content and author names are deleted for both the agent and the contact The person interacting with an agent, IVR, or bot in your contact center.. For all other channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on., content and author names are only deleted on the agent's side.

This feature is supported for all digital channels Any channel, contact, or skill associated with Digital Experience..

You can enable this functionality for agents in their Digital Experience role.

Customer Request

UI Change

Availability

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

Reply to Specific Messages

When agents click Options > Reply next to specific messages, their reply quotes the original message. This allows agents to reference specific topics in conversations.

View a list of supported channels

This feature is supported for these channels:

• Bring Your Own Channel (BYOC)

• Chat

• WhatsApp

Customer Request

UI Change

Availability

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

Status Indicators for Outbound Messages

These status icons now display next to agents' messages:

• Waiting : The message is waiting to be sent.

• Sent : The message has been sent to the NICE CXone servers.

• Delivered : The message has been delivered to the contact.

• Read : The contact has read the message.

View a list of supported channels

This feature is supported for these channels:

• Bring Your Own Channel (BYOC)

• WhatsApp

Customer Request

UI Change

Availability

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

Audio Messages for Select Digital Channels

Agents can now record and send audio messages. They can also receive and listen to audio messages using an inline audio player.

View a list of supported channels

This feature is supported for these channels:

• Apple Messages for Business

• Chat

• Email

• Facebook Messenger

• Instagram message Us (receiving only)

• Slack

• WhatsApp

Customer Request

UI Change

Availability

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

Edit the Disposition, Notes, and Tags of Any Assigned Interaction

Previously, agents could not edit the additional fields in the Outcomes window if the Status had been set to Closed. Those additional fields include Disposition, Notes, and Tags. In this release, agents can edit those fields for any interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. assigned to them.

Customer Request

UI Change

Availability

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

Elevate Interactions

Previously, this feature was in controlled release. In this release, it is generally available.

Agents can now elevate an interaction from one channel to another. This allows them to select the best channel for handling the contact. For example, if they're chatting with a contact but realize they could more easily solve the issue over the phone, they can elevate the interaction to voice. Agents can elevate:

• Digital interactions to voice.

• Voice interactions to select outbound digital channels.

• Digital interactions to select outbound digital channels. For example, they could elevate an interaction from SMS to WhatsApp.

This makes interactions seamless. It also simplifies reporting. The entire interaction is connected to one interaction ID. There are individual contact IDs for the interaction on each channel.

Customer Request

UI Change

Availability

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

Settings Remembered after Clearing Cache and Cookies

Previously, the changes agents made to their CXone Agent Integrated settings in the Settings app were stored in their browser. When agents cleared their browser's cache and cookies, those settings were reset. In this release, they are stored in the NICE CXone servers. When agents clear their cache and cookies, their settings remain as configured.

Customer Request

UI Change

Availability

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

Choose to Send with Enter Key or Not

Agents can choose how the Enter key on their keyboard behaves when they're writing messages. They can choose from these options:

• Send messages using the Enter key for all digital channels.

• Send messages using the Enter key for all digital channels except email.

• Don't send messages using the Enter key for any digital channels.

Customer Request

UI Change

Availability

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

Choose Location

Agents can select their location when they log in to CXone Agent Integrated. A drop-down list of locations appears in the Voice Preferences window. You can configure the locations in this list in Admin > Locations > Location Definitions. Your CXone Account Representative must enable this for your system.

Customer Request

UI Change

Availability

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

Enhancements to the CRM Integration Experience

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

• Name and Relates To Fields for Salesforce: Fields for Name and Relates To appear when agents click Relates To next to a record in the Current Interaction section of the customer card. The Name and Relates To fields allow agents to relate a Salesforce record to the Current Interaction record.

  You can enable this functionality by adding a line of code to the Create workflow payload.

  Customer Request

  UI Change

  Availability

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

• Relate ServiceNow Records: Agents can relate ServiceNow records inside CXone Agent Integrated. The Relates To icon has been added to the Current Interaction section of the customer card. When agents click Relates To , a pop-up appears. This pop-up lists the records from the Related Interactions section of the customer card. Agents can select a record to relate to the Current Interaction record.

  You can enable this functionality by adding a line of code to the Create workflow payload.

  Customer Request

  UI Change

  Availability

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

• Dynamic Data Mappings for Custom CRM Records: The dynamic data mappings you configure in CXone allow you to choose which CRM record fields appear in CXone Agent Integrated. Previously, dynamic data mappings could only appear for Search workflows. In this release, they can also appear for Create workflows.

  Customer Request

  UI Change

  Availability

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

• Improved Scripting for Oracle, ServiceNow, and Zendesk Integration: Integrating CXone Agent Integrated with CRMs requires Studio scripting. In this release, back-end improvements have been made to simplify this scripting for Oracle, ServiceNow, and Zendesk. The Studio scripts for those CRMs no longer need the Send Workflow Response CUSTOMEVENT action. Existing scripts are not impacted.

  Customer Request

  UI Change

  Availability

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

Support for Special Characters and Leading Zero for Click-to-Dial

Previously, click-to-dial did not recognize special characters or leading zeroes in phone numbers. In this release, it recognizes special characters, such as slashes and pound signs, in phone numbers. It also recognizes leading zeroes, such as those in United Kingdom phone numbers.

Customer Request

UI Change

Availability

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

Phone Icon Removed from Click-to-Dial

Click-to-dial no longer adds a phone icon next to phone numbers. This resolves issues with the sizing and alignment of the phone icon. The phone number still displays as a link agents can click to dial it.

Customer Request

UI Change

Availability

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

UI and UX Improvements

The following changes have been made to the CXone Agent Integrated user interface:

• Display & Accessibility Tab Renamed: The Display & Accessibility tab in Settings has been renamed to Display & Keyboard.

• Updates to Social Icons: The following social icons have been updated:

  • The Twitter icon is now the X icon .

  • The Facebook icon is now the Facebook Messenger icon for private Facebook Messenger messages.

  • The Apple Messages for Business, Instagram, and LinkedIn icons have been updated.

• New Colors for Select Channel Icons: Previously, the icons for phone calls, chats, emails, and SMS interactions were blue. In this release, those icons have changed color:

  • Phone call is now purple .

  • Chat is now dark green .

  • Email is now pink .

  • SMS is now light green .

  This makes it easier to distinguish between those icons.

• Arrows for Channel Icons: A down arrow appears next to inbound channel icons. An up arrow appears next to outbound channel icons. For example, this icon indicates inbound email , and this icon indicates outbound email .

• Updated Voice Control Icons: The voice control icons have been updated.

• Updated Voicemail Icons: The voicemail control icons have been updated.

• Updated Queue Icons: The icons in the Queue have been updated.

• Updated Interactions Menu Icons: The following icons in the interactions menu have been updated to a more modern design:

  • The Request More icon is now .

  • The New Outbound icon is now .

  • The Consult / Transfer icon is now .

  • The Outcomes icon is now .

Customer Request

UI Change

Availability

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

Support for Additional Agent Assist Hub Applications

Real-Time Interaction Guidance is now supported in CXone Agent Integrated.

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

Customer Request

UI Change

Availability

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

Search Full Names in Directory

Previously, when agents selected All in the drop-down in the Directory and searched full names in standard address books, no results appeared. In this release, the Directory displays those results.

Customer Request

UI Change

Availability

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

API

SCIM APIs for Basic API Authentication

Previously, the SCIM APIs supported OAuth authentication with CXone. In this release, a new set of SCIM APIs support basic authentication. These allow you to use an encoded access key ID and secret for authentication that integrates with an external identity provider. You can generate the access key credentials in your API user account in CXone. These new APIs provide you with an additional option for integrating CXone with an external identity provider.

Customer Request

UI Change

Breaking Change

Impacted Versions

V1 (New

Availability

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

User and Role Fields for SCIM APIs

You can return two new fields with the SCIM APIs: user and role. This gives you access to the SCIM user's assigned role, team, and login authenticator.

Customer Request

UI Change

Breaking Change

Impacted Versions

V2 (Current)

Availability

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

Privacy API

You can create data erasure requests via API. This can help you comply with GDPR privacy regulations. The new API is documented in the Multi-ACD category on the developer portal.

Customer Request

UI Change

Breaking Change

Impacted Versions

V1 (New)

Availability

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

Start and Stop Recordings for CXone Multi-ACD

If you have CXone Multi-ACD set up with CXone Recording, a new API lets you start, stop, and disallow recording. The API has three endpoints that let you:

• Start recording on demand

• Stop recording on demand

• Disable the agent's option to record the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.

This API lets you manage recording capabilities and adhere to privacy requirements like GDPR. It is documented in the Multi-ACD category on the developer portal.

Customer Request

UI Change

Breaking Change

Impacted Versions

V1 (New)

Availability

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

Throttling Limits for Digital Experience APIs

Digital Experience employs throttling to manage messaging traffic and avoid congestion. This means that if CXone approaches its capacity, it reduces the speed of digital Any channel, contact, or skill associated with Digital Experience. messaging to maintain the health of the system. However, the limits are generous and allow for thousands of messages and events to occur before nearing capacity, so reduced performance is unlikely.

Customer Request

UI Change

Breaking Change

Impacted Versions

V3

Availability

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

isReplyToSpecificMessage Parameter for Digital Messages

A new Boolean parameter for digital messages, isReplyToSpecificMessage, indicates whether a message is a response to another specific message. The following messages APIs can accept this parameter:

• POST /dfo/3.0/channels/{channelId}/outbound

• POST /dfo/3.0/channels/{channelId}/message

Customer Request

UI Change

Breaking Change

Impacted Versions

V3

Availability

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

CXone Attendant

Display Voicemail Message Timestamp in User Time Zone

Previously, voicemail message timestamps in CXone Attendant displayed in the business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment time zone with no option to adjust the setting to reflect the user's local time zone.

In this release, you can adjust the voicemail message timestamps so that each user sees them in the time zone configured for their CXone user profile. This makes it easier for you and your agents to find voicemails according to the time they were received.

To make this change, you must have administrator permissions in CXone Attendant.

Customer Request

UI Change

Availability

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

Bot Builder

Flow Designer Tool

Bot Builder now has a new tool called the flow designer. The flow designer has a drag-and-drop interface that you can use to build a visual representation of a conversation between your bot A software application that handles customer interactions in place of a live human agent. and contacts The person interacting with an agent, IVR, or bot in your contact center.. This makes it easier and more intuitive to design complex conversations.

Customer Request

UI Change

Availability

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

Hashing Functions Added to Scripting

The CryptoJS library has been added to the Bot Builder scripting feature. You can use hashing functions in authentication requests made in your JavaScript scripts. This allows you to use API calls that require hashing authentication.

Customer Request

UI Change

Availability

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

Inactive Bot Deactivation and Reactivation

Inactive bots are now automatically deactivated. Bots are considered inactive when they have not engaged in conversation in the past 30 days. This helps your organization optimize costs in your CXone system.

Deactivated bots have a status message on the main page of Bot Builder that indicates they have been deactivated. You can reactivate them by going into the bot's settings and clicking Reactivate Bot.

Customer Request

UI Change

Availability

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

CXone Coaching

Read-Only Coaching Packages and Plans

Coaching packages and plans are now read-only after the 24.4 release. You can now see only existing coaching packages and plans data. You can't create new coaching packages and plans. You can use the CXone Coaching application to create coaching sessions.

Customer Request

UI Change

Availability

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

CXone Dashboard

New Additions to CXone Dashboard for CXone Performance Management Act

In this release, CXone Dashboard introduces new widgets and a feature specially designed for CXone PM. Two of these are Gamification widgets. Currently, CXone PM is in controlled release.

Gamification Widgets and Feature: These widgets and feature require a CXone PM license.

• Games widget: This widget displays active and finished games. It helps track progress and improve rankings. Supervisors set games to help agents improve their KPIs. This widget aims to engage agents and motivate them to reach their goals.

• Challenges widget: This widget allows you to initiate and accept peer challenges. It displays active, upcoming, and past challenges, aiming to help you enhance performance on KPIs. The metrics for these challenges are preset by the organization.

• Give Award from CXone Dashboard widgets: A new Gamification feature called Give Award is introduced with this release. With this feature, you can give awards to agents through the agent context menu items in these widgets:

  • Metrics Summary widget (when viewed by Agent)

  • Metrics Interval widget (when viewed by Agent)

  • Agent List widget

  • Leaderboard widget

  These awards serve as performance-based incentives for agents.

Dispositions Widget: This widget requires a CXone PM license. It shows the distribution of all dispositions assigned to your contacts, helping you understand how they are managed. You can view your data in a table, chart, or both. The widget displays data from ACD and Digital Experience and differentiates between them, providing a more detailed and comprehensive view of your data.

Customer Request

UI Change

Availability

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

Auto Projection of Previously Configured Projected Dashboards

You can access your last configured projection more easily and efficiently. When you click the projection icon, your last configured dashboard opens automatically. If you haven’t previously selected any dashboards for projection, the settings menu will display. If you have, the projection will start based on your last saved settings.

Customer Request

UI Change

Availability

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

KPI Trend Widget Enhancement

You can view the trends of selected metrics in the KPI Trend Widget. The information is broken down by dimensions (like Skills or Teams) or attributes (like Device Type or Engagement Rule).

Customer Request

UI Change

Availability

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

Improved Widget Functionality

There are a number of improvements:

• Column display: You can select the columns to display within the Contact List widget by marking them in the Columns menu. This includes the ability to add or remove the three Bullseye columns.

• Hide Legend: You can hide legends on widgets by setting the legend position in the widget customization settings.

• Synchronized chart and table views: In the Metrics Summary widget, the charts adjust automatically to mirror the sorted order of the table on the widgets. There is linked sorting where the sorting changes you make in the table are reflected in the chart, whether you are switching between grid and chart or using both.

• Updated date picker for Metric and Report widgets: The date picker appears only when at least one historical data set is selected. It remains hidden for real-time metrics.

• Scrollable display feature: This feature is available in the Metrics Summary and Metrics Interval widgets. It adds a scroll bar whenever there are more bars than space within the widget's display. This feature is useful for both horizontal and vertical charts.

Customer Request

UI Change

Availability

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

Quality Management (QM) Widget Upgrades

• Exclusion of Hidden and Non-Graded Questions: Hidden and non-graded questions no longer affect displayed quality metrics, scores, widgets, or reports. Quality metric calculations only consider visible and graded questions.

• New and Modified QM Metrics: Two new metrics are added, Appealed Expired and Completed Deleted. The Expired metric is modified to include all expired evaluations, excluding appealed ones.

• Plan Status Widget Enhancements: A new view is added, Status Breakdown. This view shows you a breakdown of the various statuses for your quality plans, giving you visibility into the respective status counts and distributions.

• Evaluator Performance Widget Improvements:

  • Detailed Evaluation Statuses: The widget's table view is extended to include additional metrics such as Evaluator Completed%, Avg Score, Appealed, Total Evaluations, Deleted, Replaced, and Expired.

  • Timeline of Completed Evaluations: A new chart view displays the trend of completed evaluations, presented per the selected evaluator. You can analyze the timeline and volume of evaluations conducted by each evaluator over time.

Customer Request

UI Change

Availability

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

Developer Portal

Developer Portal Enhancements

The following are updates made to the CXone developer portal during the 24.3 and 24.4 deployment periods:

• A new category for CXone Expert APIs

• Refreshed FAQ page

• Virtual Agent Integrations and Studio overviews linked from the homepage

• Overhauled Getting Started section

• Refreshed logos and a branding change from the DEVone portal to the CXone developer portal

• Instructions for using custom events

Customer Request

UI Change

Availability

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

DEVone Integrations

Customer Dynamics

Safe Select

Safe Select is an all-in-one campaign management tool. It simplifies compliance around campaigns sent through voice, SMS Short Message Service; also known as text messaging., and email channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. The process of agents approving each communication also determines the order of records. This is useful for meeting TCPA requirements in certain jurisdictions. Other key features of Safe Select are:

• Gamification features to keep agents engaged.

• Detailed and customizable suppression rules for contacts The person interacting with an agent, IVR, or bot in your contact center. in different states and districts.

• Omnichannel The ability to work on multiple interactions from different channels at the same time. campaigns that let agents switch from one channel to another.

• Calls to action to automatically add engaging links and buttons into outbound messages.

• Payment processing with C3 Payments for quick and secure collections payments.

Customer Request

UI Change

Availability

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

C3 Payments

C3 Payments is a PCI-compliant payment tool. It offers a system of workflows for contacts to make a one-time secure payment. These workflows can be initiated by an agent and also be used in agentless Contacts made without a live agent for tasks such as one-way delivery of information or messages.. 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.. They keep the agent out of the PCI scope, which ensures compliance for your business and security for your contacts. Other key features of C3 Payments are:

• While the agent is not involved in a transaction, they can be notified in their agent application of the progress of the payment.

• You can keep various systems in sync, like your CRM, ticketing, or billing systems, after payments are made.

• A mobile SDK to build this functionality into your mobile app.

Customer Request

UI Change

Availability

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

Surfly

Surfly Standalone Video Chat

Previously, Surfly only offered video chat in combination with co-browsing. In this release, Surfly offers video chat as a standalone product. If you don't need co-browsing, you can still let agents add video to any interaction.

Customer Request

UI Change

Availability

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

Textel/Capacity

SMS Expansion

Textel's core SMS product received the following enhancements:

• Payments Solution: Customers can securely collect payments without exchanging payment information over SMS. A pop-out in the agent application lets the agent initiate the payment. This uses your existing payment merchant, which lets you avoid setting up additional payment infrastructure.

• SMS Line Intelligence: You can validate all contact phone numbers. This ensures that the numbers support SMS and prevents you from incurring any unexpected messaging costs.

• Okta MFA Support: If you use Okta as an identity provider, you can use Textel for the SMS component of MFA.

• Alpha Sender ID: Textel provides alphanumeric sender IDs so you can send texts internationally. This may also help you expand the number of countries you can send texts to.

Customer Request

UI Change

Availability

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

Enhancements to the Capacity Virtual Agent Application

Capacity's virtual agent A software application that handles customer interactions in place of a live human agent. now integrates with the CXone Virtual Agent Hub. This makes it available for all digital channels Any channel, contact, or skill associated with Digital Experience. and the voice channel. The virtual agent also supports a helpdesk bot A software application that handles customer interactions in place of a live human agent. for your agents. This empowers your agents with an AI assistant that opens in their agent application. The helpdesk provides agents access to important information as they handle contacts.

Customer Request

UI Change

Availability

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

Digital Experience

TYPING INDICATOR Studio Action

A new Studio action called TYPING INDICATOR allows you to display a visual indicator that the sender is typing.

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

Customer Request

UI Change

Availability

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

Throttling Limits for APIs and System Operations

Digital Experience employs throttling to manage messaging traffic and avoid congestion. This means that if CXone approaches its capacity, it reduces the speed of digital Any channel, contact, or skill associated with Digital Experience. messaging to maintain the health of the system. However, the limits are generous, so reduced performance is unlikely.

In this release, the Digital Experience platform supports the following throttling limits for services and system operations:

• Sending new outbound messages: 360,000 per hour per tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment​

• Storing new inbound messages: 360,000 per hour per tenant​

• Update contact: 1 million per hour per tenant​

• Get messages of contact: 120,000 per hour per tenant​

• Store a new visitor: 1 million per hour per tenant ​

• Store a new visitor event: 3 million per hour per tenant

Digital Experience supports the following throttling limits for events and data updates:

• Events per single visitor: 500 per hour

• Updates per single message: 1,000 per hour

• Updates per single contact: 50,000 per hour

• Updates per single thread: 500 per hour

Customer Request

UI Change

Availability

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

WFA Job Loop Detection

Digital Experience enables early workflow loop detection. This allows CXone to identify if a workflow automation (WFA) job is currently running. If a workflow is already running, it stops the same action from executing again. For example, Workflow A changes the case status to Closed for resolved interactions, but Workflow B has a Before case closed trigger that sends a satisfaction survey and changes the case status from Closed back to Resolved. This creates a loop in which both workflow automations keep running. Improving loop detection helps avoid this problem and makes WFA more efficient. Loop detection also catches exceptions where workflows intentionally execute multiple times or create a cycle of actions. These exceptions are allowed to execute.

Customer Request

UI Change

Availability

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

Restore Deleted Custom Fields

Previously, you received an error message if you tried to recreate a custom field that had been deleted. In this release, you can view and restore deleted custom fields for cases The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. and customer cards. These include any historical data associated with the custom field. This is helpful for cases in which applications expect a specific custom field name.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Digital Experience Interactions in Priority-Based Blending

Priority-based blending routes the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. with the highest priority to the available agent, regardless of which channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. it comes from. Previously, priority-based blending The ability for agents to receive interactions from all eligible CXone ACD skills, Personal Connection dialer, and Digital Experience skills assigned to them, based on the relative skill priority. Personal Connection skills work the same way they normally would, no matter the dialing ratio. Each skill you want to blend with others must be configured with priority-based blending. included inbound voice, legacy CXone digital, and Personal Connection interactions. In this release, Digital Experience channels are also included in priority-based blending. This change creates a more complete priority-based blending experience.

Customer Request

UI Change

Availability

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

Regional Expansion for Digital Messaging Channels

CXone email, digital SMS Short Message Service; also known as text messaging., digital chat (live and asynchronous), and Bring Your Own Channel (BYOC) is available in the Seoul, South Korea region and the Australia region.

Customer Request

UI Change

Availability

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

Regional Expansion of Support for Messaging and Social Channels

CXone supports several messaging and social channels that depend on third-party vendors such as WhatsApp, Google, Apple, and so on. Support for digital messaging platforms is becoming available in the Seoul, South Korea region. Additional channels are available for UAE and FedRAMP Moderate customers in North America. This regional expansion is dependent on other third-party vendors. So, the timeline of availability is subject to change.

Support for the following messaging platforms is available in the UAE:

• Apple Apps Reviews

• Apple Messages for Business

• Google Places

• Google Play

• Guide

• LINE

• Microsoft Teams

• Slack

• Telegram

• Viber

• WhatsApp

• X (Twitter)

• YouTube

Support for the following messaging platforms is available for FedRAMP Moderate customers:

• Apple Apps Reviews

• Apple Messages for Business

• Google Places

• Google Play

• Guide

• Microsoft Teams

• Slack

• Telegram

• Viber

• X (Twitter)

• YouTube

Other digital channels can be made available based on the needs of users in each region.

Customer Request

UI Change

Availability

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

Multimedia Supported for WhatsApp Message Templates

Previously, you could only include text in the title of a WhatsApp message template. In this release, WhatsApp message templates support images, videos, and documents as well. You must create and manage message templates directly in the WhatsApp Business Manager. If you add multimedia to a message template, it is always included until you edit it again in the WhatsApp Business Manager. This capability is only available for Bot Builder, APIs, and MAX. It is not available in CXone Agent in this release but will be in the future.

Customer Request

UI Change

Availability

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

Messaging UI Updates for WhatsApp

The following UI changes and capabilities are added to WhatsApp channels:

• Reply to a Specific Message: Sometimes agents send a contact The person interacting with an agent, IVR, or bot in your contact center. multiple messages at once. Previously, if contacts wanted to respond to a specific message, it appeared as a new message at the bottom of the chat window. In this release, a reply to a specific message is visually distinguished to make it clearer which message a contact is replying to.

• Delivery/Seen Status: Previously, agents couldn't tell when a message had been successfully delivered or seen by a contact. In this release, a visual indicator shows agents whether a message has been delivered or seen. Contacts cannot see whether the agent has received or seen their messages.

This update is only available for WhatsApp in this release, but these capabilities will be supported for other channels in the future. These UI changes are only available in CXone Agent, not MAX.

Customer Request

UI Change

Availability

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

Improvements to Threading for CXone Email

CXone supports the in-reply-to email header to improve the clarity of email threads. This ensures that all replies to an email from agents as well as other copied recipients are associated with the original email message. The original email message and subsequent replies appear in order as a thread in the same case in the agent's digital inbox. This provides a more complete picture of the conversation between an agent and all email recipients.

Customer Request

UI Change

Availability

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

Digital Chat Redesign for Rich Content

More updates have been made to the recently redesigned chat window. The chat window UI now matches the appearance and functionality of Guide and other existing chat options. The appearance of existing rich messaging content is updated to align with the updated chat design. This provides a more seamless experience when chatting with contacts. Design changes have been made to rich content, including:

• Rich links

• Quick replies

• List picker

• Carousels

These updates are available to users providing digital chat through CXone Guide. If you are an existing customer using chat through Digital Experience and want to access these design updates, contact your CXone Account Representative.

Customer Request

UI Change

Availability

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

Digital Chat Accessibility Enhancement

Enhancements have been made to the UI of the chat window to be friendlier to screen readers. This provides a more inclusive online experience and makes digital content and services more accessible to users with visual impairments. These improvements include the following updates:

• You can use the arrow keys on a keyboard to operate the scroll bar in addition to moving your mouse.

• Messages don't overlap with other UI elements to ensure no part of the text is cut off.

• The scroll bar begins at the top of the window to avoid screen readers focusing on text outside the chat window.

• Screen readers communicate when the chat window is expanded or collapsed.

• Screen readers communicate all field options and possible selections. For example, if you want to change the selected field from a drop-down, all field options are communicated.

• Screen readers communicate status messages and updates to your position in the queue. For example, status messages such as "No agent is available for your queue at the moment" or "One of our agents will be with you shortly" are communicated.

• Previously, screen readers announced the chat window as "Customer chat frame." This is incorrect. In this release, screen readers should refer to the chat window as "Live Chat."

Customer Request

UI Change

Availability

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

CXone Mobile SDK

Technical Updates

The mobile SDK received several technical changes. A full list of changes is available in the changelog, which is in the SDK repository. The following are highlights of the changes:

• Ability to Change Customer ID: Contacts using your application can switch between multiple accounts. Previously, this was only available through the authentication process. In this release, you can also change the customer ID manually. This provides another option to support multiple accounts. An example use case of this is in the SDK repo.

• Secure Storage: All contact data stored in the SDK is now encrypted, like first and last name, customer ID, access token, and so forth.

• Future-Proof Push Notifications: The back-end functionality of push notifications was updated to ensure future support.

• Increase of Android File Size Limitation: The SDK now supports file attachments up to 40 MB for Android apps. This puts Android on par with iOS.

Customer Request

UI Change

Availability

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

Enlighten Actions

Expanding Data Conversations to Additional Datasets

With this feature, you can expand your data conversation capabilities to additional datasets through:

• CXone Quality Management data: You can ask specific questions to gain insights on evaluators, agents, and quality plans.

• Contact grain metrics: You can analyze contact The person interacting with an agent, IVR, or bot in your contact center.-level metrics such as service levels, abandons, and SLA percentages.

• Desktop discovery: You can identify the most used applications, most productive teams, and non-productive apps used by each user.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Anomaly Detection

With this feature, you can know whether there were any anomalies in key metrics and you can access:

• Yesterday's anomalies: You can access anomalies detected from the previous day, providing you with details of the actual value and its deviation from the forecast.

• Historical anomalies: You can view the anomaly history for each metric. It includes a visualization that shows the actual values, forecasted values, and the upper and lower boundaries for each day.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Enhancements in Knowledge Generation

The Knowledge Generator is enhanced with several new features:

• CXone Expert validation: You can validate your connection with CXone Expert upfront, ensuring a smoother experience.

• Custom path selection: You can choose the specific path (Category and Guide Name) where your knowledge articles, generated from Enlighten Actions, will be published. The creation of Category and Guide folders in CXone Expert is a prerequisite for this feature.

• Multi-transcript knowledge articles: You can create knowledge articles from multiple transcripts, up to three at a time, which offers more comprehensive content.

• Search and add from CXone Expert: You have the option to search for specific text in CXone Expert from the AI-generated article in Enlighten Actions. If there is a knowledge article found for that searched text, it is combined with the existing AI-generated knowledge article to create a richer article with more complete content.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Additional Language Support

Enlighten Actions supports Brazilian Portuguese. With this update, you can do the following in Brazilian Portuguese:

• Have natural language conversations

• Receive AI-powered emails

• Access textual insights in the Conversation Panel

• View comparative insights in Followed Charts

• See short names for better readability of chart titles

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Industry Benchmarking in Enlighten Actions

You can compare your contact center metrics against industry benchmarks. The following metrics are included:

• Customer Sentiment

• Agent CSAT Behavior Scores

• Active Listening Scores

• Be Empathetic Scores

• Agent Sales Effectiveness Behavior Scores

• Ask for Sale Score

• Likelihood to Buy Score

• Presumptive Selling Score

This feature provides valuable insights to measure your performance relative to industry standards.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Observability Dashboard

With this update, you can gain comprehensive insights into the Knowledge Base and Agent Queries performance.

• Knowledge Base Queries: You can identify knowledge gaps in CXone Expert for a specific category using a similarity score, and expand and explore any specific Knowledge Base answer.

• Agent Queries: You can identify knowledge gaps in CXone Expert for a specific category using a no-answer score.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Enlighten Autopilot

Voice Biometrics Support

You can authenticate contacts The person interacting with an agent, IVR, or bot in your contact center. in real time as they speak with Enlighten Autopilot. First, the contact creates a personal voiceprint, which is like their password. Then, when speaking with Autopilot, if their speech pattern matches the personal voiceprint, they are automatically authenticated. This type of authentication happens during normal conversation. As the contact begins speaking with Autopilot, they automatically pass or fail. This lets the contact skip an authentication step, improving the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. flow and efficiency. This feature supports English, French, and German.

Customer Request

UI Change

Availability

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

CXone Expert Integration with Autopilot

You can integrate CXone Expert or any third-party knowledge base (KB) with Autopilot. This lets Autopilot access KB articles, images, and links to share them with contacts. This integration helps Autopilot offer more comprehensive and helpful information to contacts.

Customer Request

UI Change

Availability

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

Adaptive Cards Support

Enlighten Autopilot can use adaptive cards in text-based interactions. Adaptive cards are interactive messages that include elements like buttons, lists, and input fields. They help engage contacts in the conversation and allow you to display information or options in a more appealing manner. Work with your CXone Account Representative to set up adaptive cards for Autopilot.

Customer Request

UI Change

Availability

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

Upgrade to Amelia 6.5

The Amelia bot recently updated to version 6.5. Autopilot now uses v6.5. This provides enhancements like updated language packs and expressions, premium Google voices, and updates to the Conversation Report.

Customer Request

UI Change

Availability

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

FedRAMP Availability

Enlighten Autopilot is available for FedRAMP (moderate) systems in the United States.

Customer Request

UI Change

Availability

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

Autopilot Knowledge

Advanced Knowledge Access Restriction

Previously, you could restrict access to knowledge based on the role and permissions of the person using your bot. In this release, you can also restrict access according to the following settings applied to pages in CXone Expert: page privacy, page paths, or page tags. Additionally, you can configure a user name for the bot. The permissions assigned to that user will limit the knowledge the bot can access.

Customer Request

UI Change

Availability

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

Enlighten AutoSummary

AutoSummary Supported for Digital Experience Email

AutoSummary is available for all interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. that occur on digital Any channel, contact, or skill associated with Digital Experience. messaging channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on., including CXone email. In this release, summaries of what occurred during the entire conversation are included in agent notes after the case status is marked Closed or Resolved. Legacy ACD chat, SMS Short Message Service; also known as text messaging., and email do not support AutoSummary.

Customer Request

UI Change

Availability

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

Support for Brazilian Portuguese

Enlighten AutoSummary supports summaries in Brazilian Portuguese. Summaries in Portuguese are only available via the generative AI mode. You do not have the option to include sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. details or resolution status in these summaries like you can for summaries in English.

Customer Request

UI Change

Availability

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

Ontology Studio

Previously, the Intent Builder in Enlighten AutoSummary focused on intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. In this release, Intent Builder has moved to Ontology Studio, which manages both intents and actions Events or actions that ocurred during an interaction, such as making a return or completing payment.. The new Ontology Studio allows you to visualize the intents and actions on three levels. For each intent or action, you can see snippet examples that help you understand when to select them. This enables analysts or administrators to choose the right model for the business, publish it, and start using it.

To use this feature, you need an Interaction Analytics Basic license and AutoSummary, or either an Analytics Advanced or Analytics Premium license. If you have questions, contact your CXone Account Representative for more information.

Customer Request

UI Change

Availability

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

Improved Accuracy for AutoSummaries

Enlighten AutoSummary is improving the following elements to enhance the accuracy of summaries:

• You can set a custom prompt for AutoSummary profiles.​

• You can configure summaries to enable or disable redaction of sensitive numeric information. For example, disabling redaction could allow numbers for medication dosage or quantity to be included in summary details.

• A new LLM engine available in North America and Europe improves summarization accuracy. A new LLM embedding technology is also used to improve the accuracy of intents and actions.​

• Improved accuracy for summaries of long calls.

Customer Request

UI Change

Availability

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

Enlighten Copilot for Agents

Provide Feedback

Agents can now provide feedback to Enlighten Copilot for Agents through:

• Like and Dislike Icons: Like and Dislike icons now appear next to each KB answer. Additionally, if an agent inserts or sends a KB answer in a digital Any channel, contact, or skill associated with Digital Experience. interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., it is automatically marked as liked.

• Feedback Detail Card: You can optionally enable and configure a Feedback Detail card for each Copilot for Agents profile. Depending on how you configure the Feedback Detail card, it can allow agents to:

  • Enter general feedback about their experience with Copilot for Agents.

  • Review the individual KB answers that Copilot for Agents generated during the interaction. They can Like and Dislike the KB answers, apply tags to them, and enter comments about them.

  For calls, the Feedback Detail card appears to agents when the call ends. It disappears when the agent assigns it a disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.. For digital interactions, the Feedback Detail card appears to agents after they select a Status of Resolved or Closed. It disappears when the agent clicks Save in the Outcomes window for a Status of Closed.

View a list of supported channels

Feedback is supported for these channels:

• Voice

• Digital live chat

• SMS Short Message Service; also known as text messaging.

• Apple Messages for Business

• Facebook (Private)

• Instagram (Private)

• Slack

• Telegram

• X (formerly known as Twitter) (Private)

• WhatsApp

In a future release, you will be able to view this feedback in a report and use it to improve Copilot for Agents.

Customer Request

UI Change

Availability

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

Improved Formatting for Process Steps

Previously, when an agent inserted a step from process steps, the step's body of text appeared on the same line as its title. In this release, it appears on a new line. This improves the readability of process steps.

Customer Request

UI Change

Availability

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

Enhancements to Email

The following enhancements have been made to the Copilot for Agents email experience:

• Select Email in Profile: A new Email Channel setting has been added to the Copilot for Agents profile in Agent Assist Hub. When Email Channel is enabled, Copilot for Agents generates email responses.

• Custom Selections: Agents can now select topics in the list Copilot for Agents generates and displays in an email card. They can also add custom topics to that list. Copilot for Agents now only uses the selected topics to generate its email response. Additionally, agents can select a Response Length: Short, Medium, or Long.

  You can enable this in the new Custom Selections setting in the Copilot for Agents profile.

• Copilot Email Editing Options: Agents can prompt Copilot for Agents to Simplify and Rephrase the email responses it generates. These options appear when agents click Copilot in the email text editor. Copilot for Agents only edits the part of the response the agent has highlighted.

  You can enable these options in the new Copilot Email Editing Options setting in the profile.

Customer Request

UI Change

Availability

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

GenAI Prompt Editor

GenAI Prompt Editor lets you customize and manage generative AI Artificial intelligence (AI) technology that lets you generate new content by submitting a prompt to it. Products that use generative AI are modeled on training data. They follow patterns and structure learned from that training data. prompts for the final summary generated by Enlighten Copilot for Agents.

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

Customer Request

UI Change

Availability

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

Enlighten Copilot for Supervisors

Workspace Insights

In addition to existing features that were introduced during the controlled release, this release introduces a new Insights Workspace page. It features AI-driven insights and productivity metrics to help supervisors make better strategic decisions. This release focuses on insights for monitoring frequencies and intervention impacts.

Monitoring Frequency provides data on monitoring activities. It helps quantify the supervisor’s sessions and compare them with peers.

Intervention Impact tracks sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. changes after the supervisor’s interventions (coach and join). This helps assess the effectiveness of the supervisor’s assistance in improving agent performance.

Insights are shown in both graphical and tabular formats.

Customer Request

UI Change

Availability

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

CXone Expert

Generative AI Documentation

Documentation about the CXone Expert generative AI tools guides you to do the following: 

• Improve content quality to provide better generative responses.

• Increase generative AI tool utilization.

• Adjust generative AI settings to increase consumer satisfaction.

Customer Request

UI Change

Availability

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

Expert Kernels Report

The Expert Kernels report gives you insight into usage, queries, and content adequacy. This can help you identify content gaps and assess content readiness for AI and LLM applications.

Customer Request

UI Change

Availability

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

JWT Token Provisioning

A new method of cross-platform authorization works with OIDC configurations to provide faster authentication. This allows Enlighten Copilot to work seamlessly.​​ Receiving JWT ID tokens from Enlighten Copilot enables IdP users to authenticate in one API call without having to authenticate with CXone Expert prior to making kernel Pieces of CXone Expert articles that are relevant to a contact's issue. requests.​​

Customer Request

UI Change

Availability

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

Instant Translation Report

This report lets you view the number of translated pages on your site in a chosen date range.​ This can help you assess usage and overages to stay within budgeted limits and to make decisions about localization and translation. It can answer questions like how many languages users translate into, which languages are popular, and which pages are translated most often.​

Customer Request

UI Change

Availability

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

Import/Export Tool Enhancements​

Previously, the import/export tool let you export content from a primary CXone Expert site and import it into a destination CXone Expert site to provide a localized or branded knowledge experience.​

In this release, more granular site resource selections for export outputs prevent resource overwriting during import. This provides the following benefits:​

• Faster localization and reduced run-time of imports and exports.​

• More compact output for easier sharing throughout the localization process.​

• No need for post-import manual reverting.

Customer Request

UI Change

Availability

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

Feedback Management

Improvements to Personalized Web Links

In this release, you now have more control over contact fields in your personalized survey links. You can now:

• Hide selected fields, such as Interaction ID, from the contact field page.

• Pass a value for a follow-up owner in the survey URL.

Additionally, email is no longer a required contact field.

Customer Request

UI Change

Availability

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

Add Custom Contact Fields to Digital Surveys

Digital surveys, whether accessed through a direct link or an iFrame, have URLs. You can add parameters to these URLs to pass contact field values to Feedback Management. In this release, you can now add custom parameters.

Before adding the custom parameter to the URL, you need to:

• Create a custom field in ACD > Custom Fields.

• Assign that custom field to the UPDATE CUSTOM FIELD action in your Studio script.

• Add the custom field as a parameter in the 3rd party provider URL in ACD > Digital > Automation Jobs.

Customer Request

UI Change

Availability

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

Configure Number of Days between Surveys

The Display Survey setting in the Web Intercept Settings page allows you to choose how often you want the survey to appear. For example, Once per visit displays the survey every time the user visits the site. In this release, you can also configure an option called Day(s) under the Display Survey setting. For example, if you select Once per visit and set Day(s) to 2, the survey only appears every other day the user visits the site.

Customer Request

UI Change

Availability

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

ElevateAI Error Messages for Speech-to-Text

ElevateAI provides Feedback Management with speech-to-text functionality. In this release, it now provides specific error messages when it experiences issues. When possible, it also provides troubleshooting advice.

Customer Request

UI Change

Availability

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

Improved Performance for Survey Change History Page

The load times for the Survey Change History page have improved.

Customer Request

UI Change

Availability

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

Updated UI for Admin Pages

The design of the following admin pages in Feedback Management has been updated to be more modern and cohesive with CXone:

• Companies

• Do Not Send Addresses (renamed to Skip and Opt-Out History)

Customer Request

UI Change

Availability

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

Click Unsubscribe for Google and Yahoo Email

Email recipients can now unsubscribe from survey invitation emails with a single click. This enhances user convenience and compliance with Google and Yahoo guidelines.

Customer Request

UI Change

Availability

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

CXone Guide

Enhanced Branding Settings

Previously, when you defined Guide branding, you set a primary theme color and a primary font color. In this release, you can:

• Set more branding preferences. In particular, you can define:

  • The size of the Guide widget.

  • The colors and font sizes for templates.

  • The colors for knowledge bases.

  • The colors and font sizes for proactive offers.

• Preview most branding settings. The preview appears on the right side of the branding page.

  View image

  

• Access the Branding button on the Applications > Guide page, where you access the rule builder. Previously, branding settings appeared on the ACD > Digital > Points of Contact Digital > Guide page.

Customer Request

UI Change

Availability

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

Engagement Rule Enhancements

Previously, when Guide evaluated which rules to offer your website visitors, the rule conditions were either static (evaluated on page refresh) or dynamic (evaluated when the page is interacted with). In this release, some conditions are evaluated every minute. These conditions are:

• Chat is online

• Time in queue

• Page element exists

Additionally, the following conditions are evaluated differently than in past releases:

• Excluded visitor tags and Included visitor tags are evaluated dynamically instead of statically. The rule evaluation is triggered immediately following a tag change for a visitor.

• Probability of execution is evaluated statically instead of dynamically.

If you have engagement rules that use these conditions, your visitors may notice some change in behavior.

Also, the ACD > GUIDE > Engagement Rules and ACD > GUIDE > Engagement Actions legacy pages are no longer available. You must create Guide engagement rules using the Applications > Guide > Rules page.

Customer Request

UI Change

Availability

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

Event Broadcasting

Web developers can use event broadcasting to monitor CXone Guide activity on your website. Event broadcasting lets web developers listen for events broadcasted from the Guide widget, such as a template being displayed or an entry point being clicked on. Developers can then pass the event data to third-party systems of record, such as an analytics reporting tool of their choice. Event broadcasting is intended for people responsible for integrating Guide with a website. Experience with front-end web technologies including HTML, CSS, and JavaScript is required.

Customer Request

UI Change

Availability

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

Integration Hub

Ability to Copy Connections

Connection profiles include a Copy button that you can use to duplicate the connection. You are prompted to give the new connector a unique name and then save it. You can then edit the duplicated connector to adjust its settings.

When you create a copy of an existing connection, the new connection contains the original connection's URL, headers, parameters, body, timeout configuration, variable names, and secret names. The new connection does not contain the original connection's requests, client certificate, keys, passphrases, variable values, or secret values.

Copying connections saves you time when you create new connections that are similar to ones you already have.

Customer Request

UI Change

Availability

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

Interaction Analytics

Improvements to Dutch Transcripts

A new transformer technology improves the accuracy of transcripts Written form of a voice or digital interaction for Dutch. This update does not apply to existing transcripts but improves the quality of future transcripts.

Customer Request

UI Change

Availability

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

Enlighten Intents, Actions, and Outcomes Available in Transcript View

You can view Enlighten intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish, actions Events or actions that ocurred during an interaction, such as making a return or completing payment., and outcomes Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. in the Transcript View of an interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. When you click an intent, action, or outcome in the left panel, it highlights where this occurred in the interaction transcript. Some Enlighten outcomes may not be available to click and view in the transcript. To view these details, you need an Interaction Analytics Basic license and an AutoSummary license, or an Analytics Advanced or Analytics Premium license. If you have questions, ask your CXone Account Representative for more information.

Customer Request

UI Change

Availability

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

Intent Comparison Added to Enlighten Intent Analysis Widget

The Intent Analysis widget lets you analyze intents by the main analytics metrics and by the interaction outcomes. You can enable Comparison view in the widget settings to compare intents and other data between two different time periods. To use this widget, you need an Interaction Analytics Basic license and an AutoSummary license, or an Analytics Advanced or Analytics Premium license. If you have questions, ask your CXone Account Representative for more information.

Customer Request

UI Change

Availability

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

Anomaly Detection Added to Enlighten Intent Trend

The Intent Trend widget lets you analyze and compare intent trends over time and identify intent spikes. You can configure the widget settings to view anomalies in intent trends. To use this widget, you need an Interaction Analytics Basic license and an AutoSummary license, or an Analytics Advanced or Analytics Premium license. If you have questions, ask your CXone Account Representative for more information.

Customer Request

UI Change

Availability

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

View Enlighten Intents and Actions in Ontology Studio

Previously, you could select an AI model you want to use for AutoSummary post-call interactions through Intent Builder. In this release, you can view specific intents and actions for the AI model you've selected. A new tool called Ontology Studio displays a breakdown of the intents or actions that occur in your interactions. Details include three levels of analysis for intents and actions, snippet and sentence examples from interactions, and the total number of intents or actions. You can apply filters to view and analyze intent and action data by percentages. You can access this feature through the Language Model in Interaction Analytics or directly from Enlighten AutoSummary. To use this feature, you need an AutoSummary and Analytics Essential license or an Analytics Premium license. If you have questions, ask your CXone Account Representative for more information.

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

Customer Request

UI Change

Availability

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

Support for Storing Multiple Languages in Transcript Store

The Transcript Store can store transcripts for interactions in multiple languages. It can even store transcripts in languages not supported for analysis in Interaction Analytics. This update is not visible or configurable in CXone but improves the quality of interaction records.

Customer Request

UI Change

Availability

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

Interactions and Playback

Search and Filter by Interaction Analytics Categories

Previously, you could only filter interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. segments by CXone QM categories. In this release, CXone Quality Management supports Interaction Analytics (IA) categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. in addition to the existing CXone QM categories. You can filter interactions in the search results table using CXone QM and IA categories.

For more details about CXone QM's support of IA categories, select the CXone Quality Management filter at the top right.

This feature is only available to tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment with the IA and CXone Quality Management Advanced or Premium licenses.

Customer Request

UI Change

Availability

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

Disposition Filter

Previously, this feature was in controlled release. In this release, it is generally available.

You can filter interactions by their disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. value.

Customer Request

UI Change

Availability

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

Interactions Search Move to CXone Interactions Hub

Previously, you accessed the Interactions search feature from the Interactions entry in the navigation pane. In this release, it is available from the Interactions Hub entry.

Customer Request

UI Change

Availability

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

Interactions Hub

Interactions Hub Generally Available

Previously, this application was in controlled release. In this release, it is generally available. The features previously in controlled release, including the Risk Detection board, Litigation Hold policy, Litigation Release policy, and Media Deletion policy are also generally available.

Customer Request

UI Change

Availability

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

Recurring Policies

Users can set and automate policies to run on a specific schedule. This allows actions like media deletion or litigation hold to happen automatically without manual intervention.

Customer Request

UI Change

Availability

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

Data Erasure Policy

The Data Erasure policy allows secure deletion of data to comply with privacy regulations. This ensures that audio and screen recordings, Interaction Analytics transcripts, and Personally Identifiable Information (PII) in metadata are not recoverable after deletion.

Customer Request

UI Change

Availability

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

Risk Detection with CXone Interaction Analytics Categories

Users can create custom widgets Graphical representation of data that meets specified filter criteria. that will include CXone Interaction Analytics (IA) categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends.. Using these custom widgets, users can monitor risks on an ongoing basis and take action based on their organizational needs and requirements.

Customer Request

UI Change

Availability

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

CXone Multi-ACD (CXone Open)

CUCM with UCCX

Support for a new Cisco integration enables call recording for small to medium-sized businesses using Cisco CUCM together with UCCX.

Customer Request

UI Change

Availability

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

Recording of Cisco Mobile/Remote Agents

This feature allows you to record calls made by Mobile/Remote Agents. Mobile Agents, regardless of their physical location, are defined as agents using phones not directly controlled by Unified CC.

Customer Request

UI Change

Availability

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

Support for New Customer SBC

Telephony integration capabilities are enhanced with the addition of a new customer Session Border Controller (SBC): Avaya SBCE for Avaya telephony integration.

Customer Request

UI Change

Availability

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

Streamlined Creation of Multi-ACD Third-party Telephony

The configuration process for creating a third-party telephony for Multi-ACD is simplified by reducing unnecessary steps in the Configuration wizard. Interface and device group creation are no longer part of the wizard and can be created separately after the telephony is set up.

Customer Request

UI Change

Availability

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

Recording on Demand and Stop Recording on Demand APIs for Multi-ACD

Voice recording control APIs allow users to trigger and control the recording of voice and screen on demand.

Customer Request

UI Change

Availability

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

Improved Capacity for Large-Scale Tenants

CXone Multi-ACD can now handle the recording of large-scale tenants with up to 5,500 concurrent calls and 10,000 active agents, enhancing performance capability.

Customer Request

UI Change

Availability

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

Cisco Integration Enhancement with CUCM Version 15

Support for the latest CUCM version 15 for Cisco integration ensures compatibility with the most up-to-date Cisco telephony and features.

Customer Request

UI Change

Availability

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

Partner Applications

Adapters

Back-End Authentication Update for RingCentral

The back-end communication between RingCentral and CXone requires authentication. This validates the communication for security purposes. Previously, this authentication was set up to accept a username and password as valid credentials. In this release, CXone adopted OAuth as the new authentication method. You must work with NICE or your own developers to implement OAuth. The existing username/password method will continue to be supported; however, it will eventually be removed. If you have an integration with RingCentral, plan to update the authentication method. Work with your CXone Account Representative on a roadmap and deadline.

Customer Request

UI Change

Availability

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

Regional Expansion

Partner Adapters are available in the Korea region.

Customer Request

UI Change

Availability

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

Tenant Management

Integration Hub Enablement

Previously, Integration Hub was in controlled release in Europe and the United States. In this release, it is generally available in those same regions. To enable this feature for customers, you must open the tenant, go to the Applications & Features tab, open the Automation & AI settings, and enable the following:

• The Automation & AI > Automation & AI field for the product UI,

• The CXone Studio > Connect Auth and Connect Request fields for use in CXone Studio.

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

Customer Request

UI Change

Availability

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

Multiple Routing Attributes Enablement

Previously, the ability to route based on multiple custom agent attributes was in controlled release in Australia and the United States. In this release, it is generally available in Australia, Europe, and the United States. To allow you to enable this feature for customers, a new Multiple Attributes field is available on the Applications & Features tab of a tenant, under ACD Features > Advanced Routing Features.

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

Customer Request

UI Change

Availability

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

UI Updates to Agent Integrations Section

The following UI updates have been made to the Agent Integrations section in Tenant Management:

• The Configurations setting has been renamed to Agent Configurations.

• The billing toggle has been moved next to the newly renamed Agent Configurations setting.

Customer Request

UI Change

Availability

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

CXone Performance Management Act

The CXone Performance Management Act includes CXone PM Insights, Gamification, and Coaching modules. Click here to learn more about CXone Coaching .

CXone PM Insights includes modules such as ETL, Metrics, and Objectives.

Gamification

A Gamification module has been added in the CXone Performance Management Act app. It has the following features:

• Admin: Supervisors can add games and challenges and give awards to the participants.

• Marketplace Management: Administrators can create and manage products. This includes managing display settings, uploading images, and assigning employee groups.

• Marketplace: Users can spend coins on various items like gift cards, tech, clothing, and more. The store functions like an online shopping site with features such as browsing, searching, adding to a cart, and managing a wish list.

• Order Management: Administrators can view and manage orders. This includes changing order statuses, adding personalized notes, and exporting order reports.

Customer Request

UI Change

Availability

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

Advanced Metric Actions

Duplicate Metrics: You can create custom metrics by duplicating existing ones. You can copy an existing metric, including its basic attributes, configuration, and assignment.

Recalculate Metrics: You can recalculate metric values, which is especially useful when metric definitions change or when new data is uploaded.

Calculated Metric Expression Validation: When you create or edit calculated metrics, validation for the mathematical expressions used is provided. This feature enables the use of elements like existing metrics, numbers, operators, functions, and variables in your formula.

Customer Request

UI Change

Availability

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

System Notifications for Proactive Monitoring of Objectives

You receive timely system alerts to monitor your objectives' progress. These alerts enable proactive management by letting you know about any major changes or milestones.

Customer Request

UI Change

Availability

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

Objective Tracking with KPI Trend Widget in CXone Dashboard

You can use the KPI Trend Widget to visualize your objectives. You can also track performance trends over time, which will help you identify areas that need improvement.

Customer Request

UI Change

Availability

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

CXone Quality Management

Support Section Failure for the Critical Question

You can mark a question as critical for a particular section. This fails only the section of the form to which the question belongs, not the entire form. We have added two options to mark as critical: the entire form and the section of a question.

Previously, you could mark a question as critical, which caused the entire form to fail. In this release, you can configure the failure of the entire form or a section of the form to which the question belongs.

Customer Request

UI Change

Availability

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

IA Category Support in Quality Management

The Quality Management app now supports IA categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. in addition to the existing QM categories. You can see only Unified IA categories in this drop-down.

IA categories enable customized category building using logical operators (OR, AND, and NOT) to find specific words or phrases in interactions tailored to either agent or contact The person interacting with an agent, IVR, or bot in your contact center. sides. They can include timestamps to identify when words or phrases appear.

The “IA Category Support in Quality Management” feature is applicable only to tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment who possess both the IA and QMA/QMP licenses. Tenants with only the QMA/QMP licenses are not impacted by this feature.

Customer Request

UI Change

Availability

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

MyZone Updates

Performance Monitoring is renamed to Quality Performance to provide the most meaningful insights of the feature.

Customer Request

UI Change

Availability

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

CXone Recording

ScreenAgent Support for Multiple Tenants

The same ScreenAgent instance now works with multiple CXone tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment (not in parallel).

Customer Request

UI Change

Availability

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

Reporting

Data Download Reports

Agent Refusal Expanded Report

The Agent Refusal Expanded report provides an advanced view of your agent refusals. It includes the following new columns in addition to those available in the Agent Refusal report:

• Skill_Name

• Team_Name

• Media_Type_Name

• ANI/From

• ContactEndReason

Customer Request

UI Change

Availability

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

Skill Summary Expanded Report

The Skill Summary Expanded report provides an advanced view of your skill history. It includes the following new columns in addition to those available in the Skill Summary report:

• Queued

• Contact_Duration

• Avg_Talk_Time

• Abandons

• Abandon_Time

Customer Request

UI Change

Availability

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

Agent by Day Expanded Report

The Agent by Day Expanded report provides an advanced view of agent productivity. It includes the following new columns in addition to those available in the Agent by Day report:

• Agent_Name

• Agent_State

Customer Request

UI Change

Availability

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

Studio

Improvements to ASR Grammar Files

This is a late announcement of changes released in the 24.2 release. In 24.2, improvements were made to how ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. grammar files are processed in CXone. The following changes ensure high availability of grammar files and reduce the potential for ASR timeout issues:

• Large grammar files are now proactively cached.
• Grammar files are now replicated to all ASR servers when they are compiled.

Additionally, file caching has been improved. This reduces intermittent issues that occurred when existing grammar files were updated. This change also addresses failures that occurred when large grammar files were accessed for the first time.

Customer Request

UI Change

Availability

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

CXone Studio

Snippet Debugger

The SNIPPET action now has a debugging tool. This tool allows you to test and debug your code in SNIPPET actions. You can see the state of variables and errors in your code line by line. You can also set breakpoints, which allow you to have the debugging stop at a certain point in the code.

Customer Request

UI Change

Availability

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

Advanced Script Search

Previously, you could search for scripts using the names of actions or words in their captions. In this release, you can search using the script media type, script status, and variable name or value.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Manage Prompts on the Prompts Page

CXone Studio now has a new page called Prompts. This page allows you to manage the prerecorded audio files currently available in your CXone system. You can also upload new, prerecorded audio files one at a time.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Script Workspace Improvements

Improvements have been made to the script workspace. You can now:

• Move the labels that appear on connectors.
• Manually choose a new connector path.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Preview Features

November 2024

Snippet Debugger Now Available

You can now debug snippet code in CXone Studio. This allows you to check the code for errors and ensure it functions as you expect it to.

Customer Request

UI Change

Availability

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

October 2024

Search for Scripts

You can search for scripts on the Scripts page in CXone Studio by script type and variable value.

Customer Request

UI Change

Availability

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

30 September 2024

No features in this release.

1 September 2024

New File Extension for Saved Trace Files

Saved trace files now have a new file extension. Previously,, trace file names followed the format ScriptName.json, which was the same format as exported script files. Now, saved trace files have the extension TRC.JSON. This makes it easier to tell the difference between a script and its trace file if you've downloaded both.

Customer Request

UI Change

Availability

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

New Data Included in Saved Trace Files

Saved trace files now include more data. The data provides more context about the script and the trace, including: 

• The business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment where the trace was run.
• The script media type.
• The script name.
• The type of trace that was run.
• The ACDskill Used to automate delivery of interactions based on agent skills, abilities, and knowledge used to run the trace.
• Simulation details, if the trace was run as an interaction simulation.
• Filters, if the trace was run for a specific ANI Also known as caller ID. Listed phone number of an incoming voice call. or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls..

In a future release, the new data will be available in the trace window UI when you load a saved trace file.

Customer Request

UI Change

Availability

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

Script Variables Displayed on Properties > Variables Tab

You can now view a list of all variables that are referenced in a script. The list is on Variables tab on the script properties pane, located on the right side of the script canvas. In the list, you can see the actions that reference each variable.

When you click an action in the list, focus shifts to the Actions tab, where you can view that action's properties or open its editor. The action you clicked in the variables list is also highlighted on the canvas so it's easy to find.

Customer Request

UI Change

Availability

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

August 2024

No changes.

23 July 2024

Download and Load Trace File

You can now download the trace file generated when you perform a script trace. This allows you to save the files for later reference, or to share with other Studio users or CXone Account Representatives. You can also load the logs into CXone Studio when you want to view them. Trace files are saved in JSON format.

Customer Request

UI Change

Availability

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

Updates to Trace Output Window

The following updates have been made to the trace output window: 

• You can navigate the actions and variables grids using your keyboard.
• The trace output grids have shading on every other row. This helps make it easier to read the information in each row.
• The variables list has a search bar that allows you to search for specific variables by name or value.
• You can search the actions list by time.
• You can copy the contents from row or column elements in the actions and variables lists.
• The color of the Terminate button in the trace output window now matches the Detach button. Additionally, the locations of the Terminate and Detach buttons have been swapped.

Customer Request

UI Change

Availability

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

Open a Previous Version of a Script

You can now view the save history of a script and open previously saved versions in Studio. You can save previous versions of a script under a new name and location.

Customer Request

UI Change

Availability

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

9 July 2024

Trace Output Window Remembers Settings When Resized

The Trace Output window now remembers the new size after you change it. When you close the window and then reopen it, the window opens to the most recent size settings.

Customer Request

UI Change

Availability

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

Context-Sensitive Help for Actions

You can now press F1 on your keyboard to access the online help page for the action that's currently selected on the script canvas. Help pages open in a new tab in your browser window.

Customer Request

UI Change

Availability

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

Confirmation Required When Ending a Contact During Trace

Previously, when you ended a contact during a trace, the contact was terminated immediately. In this release,CXone Studio prompts you to confirm whether you want to end the contact. This update helps prevent live contacts from being ended.

Customer Request

UI Change

Availability

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

Missing Snippet Syntaxes

Support has been added for the following missing syntaxes in Snippet code: 

• Colon characters: Colons are used when declaring a global variable, such as global:varName = "Value".
• Single quotes: Single quotes can now be escaped using the backslash character. For example, ASSIGN var1 = 'It\'s a beautiful day.'.
• Missing keywords and built-in functions: The following keywords and built-in functions are now supported: Exp(), isNull(), BREAK, USES.
• Reserved variable: The reserved variablerunscript is used in system scripts.

Customer Request

UI Change

Availability

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

June 2024

New or Changed Variables in Trace

When a trace is running, new or changed variables in the Variables list now have a different appearance from existing or unchanged variables. Previously, all variables had the same text color. Now, new or changed variables are red.

Customer Request

UI Change

Availability

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

May 2024

No new features; fixed issues only.

April 2024

Subsequent Traces Open in New Window When Initiated

You can initiate additional traces after the first one. The second and later traces now open in separate windows. This allows you to capture multiple live contacts at the same time. You can also run a trace, make script changes, and run a second trace, then compare the results. A maximum of 10 concurrent traces is supported.

Customer Request

UI Change

Availability

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

Trace Window Titles Show Script Name and the Type of Trace

Trace windows now show the name of the script. They also show whether the trace was started with the Capture Live Contacts option or the Start with Trace option. If multiple traces are run on the same script, the window title includes a number indicating the starting order of the traces. The first trace to run is labeled (1), the second is (2), and so on. This makes it easier to identify the trace you're working with.

Customer Request

UI Change

Availability

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

Editors Open in View-Only Mode When Script is in View-Only Mode

When the script is in view-only mode, you can open action editors, but they are also in view-only mode and cannot be edited. Action editors cannot be locked or unlocked separately from the script.

Customer Request

UI Change

Availability

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

Script Changes Automatically Stored Locally

Unsaved script changes are now automatically stored locally in the browser you use. Changes are only stored on the computer where you made the change. If you open the script in a different browser or on a different computer, the last version of the script saved to CXone loads. 

Changes are automatically stored after each script change. If a script closes with unsaved changes, you're prompted to load the version of the script with the changes the next time you open that script. If you decline this option, the last saved version of the script opens. This helps prevent lost work from unexpected script closures, such as when the browser crashes or your computer automatically reboots.

Customer Request

UI Change

Availability

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

Script Loading Times Reduced

Changes have been made to reduce the time it takes for scripts to load. They should now load faster than they did previously. Additional performance improvements will be delivered in the coming months.

Customer Request

UI Change

Availability

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

Sequence Editor Support for Trimming Recordings and Other Updates

You can now view the waveforms of prompts you've recorded in CXone Studio using the sequence editor. You can access this editor from actions such as PLAY or Whisper. The waveform shows the sound waves of the recording. In the waveform display, you can select a portion of the recording and replay just that portion. Additionally, you can click Save to save only the selected portion of the waveform.

Additionally, the sequence editor has been updated with some visual enhancements. The buttons under Add Text-to-Speech and Add Prompt now have blue text. The text-to-speech buttons have new icons.

Customer Request

UI Change

Availability

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