26.3 Release Notes

Enhanced Token Security

NiCE CXone security is improved by adding session IDs (sid) and token IDs (jti) to all login tokens to help you track user sessions from start to finish. These IDs make it easier to see exactly how and when a session is used, helping with security audits. A safety feature is also added that automatically stops access if a security key is disabled. These changes improve your security monitoring without changing how you log in today.

Customer Request

UI Change

Availability

Accessibility improvements

The Admin application includes significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

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.

Real-Time Routing Rules
Create and Manage Real-Time Routing Rules
Outbound Engagement (SmartReach) (renamed from SmartReach)
Set Up an Outbound Engagement (SmartReach) Outbound Voice Channel (renamed from SmartReach)

Removed Applications and Features

Knowledge Hub documentation is now available in Expert Help Center

Knowledge Hub documentation has been moved from the NiCE CXone Help Center to the Expert Help Center. Use the Expert Help Center to access the latest Knowledge Hub documentation.

Customer Request

UI Change

Availability

ACD

Unified Quick Responses Generally Available

Previously, unified quick responses were in public preview. With this release, they are now general availability (GA).

You can find the new unified quick responses by going to ACD > ACD Settings > Quick Responses.

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

To control quick response visibility for agents in the agent application, you can assign it to one or more ACD skills. A quick response associated to a skill is visible only to agents working within that skill. A quick response with no skill associated is visible to all agents, regardless of skill. Legacy quick responses and rich messages used tags for this purpose; skill association replaces that model and lets you scope visibility only where you need it.

Using quick responses requires permissions at the agent and administrator levels. Agent permissions allow them to use quick responses and add them to a favorites list. Administrator permissions allow them to view, create, and edit quick responses in the ACD application.

Digital quick responses and rich messages will be automatically migrated. The migration process will take place during the 26.3 release cycle, but the timing may not align with when the 26.3 release deploys to your cluster. This means you could see the Quick Responses page in ACD before your digital quick responses and rich messages are migrated. If this happens, the following image shows what the page will look like.

Customer Request

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Availability

Availability of Re-Skill Hours of Operation Profile by Media Type

Previously, the Re-Skill Hours of Operation Profile field for ACD skills was available for skills of all media types. However, this option is not applicable for digital, voicemail, and work item skills. In this release, the field has been removed from the skill creation pages for these media types.

Customer Request

UI Change

Availability

Telecom Route Override Updated

The Telecom Route Override field in ACD skills has been updated. Previously, the value of this field was overwritten when you applied bulk changes via the bulk upload template for skills. In this release, the value of this field will not be overwritten when you upload bulk changes.

Customer Request

UI Change

Availability

Improved Performance for Bulk Upload Template Processing

The processing of the bulk upload template for ACD users and ACD skills has been improved. Downloading large lists of current users has also been improved. This update ensures a smoother experience in high-volume contact centers by improving system stability and efficiency.

Customer Request

UI Change

Availability

ACD Routing

Compliance for Manual Outbound Calls

Previously, NiCE CXone did not do compliance checks for manual outbound calls. This meant that when an agent dialed an outbound call from the agent application, NiCE CXone did not check the Do Not Call lists, time zone restrictions, or do other compliance-related verifications. In this release, you can have these compliance checks performed for manual outbound calls. If the call violates a compliance check, the system will not place the call.

To use this option, you must have Outbound Engagement (SmartReach). You must configure the compliance rules in the Outbound Engagement (SmartReach) application.

Customer Request

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Actions

Launch Coaching Sessions from Augmentation Opportunity Through Agent Performance Variance

Previously, managers who identified agent performance gaps on the Agent Performance Variance page had to manually switch to the Coaching application and re-enter the agent and sub-topic details to initiate a coaching session. There was no direct link between the two surfaces, which introduced friction and risked losing context during the hand off.

In this release, you can launch a coaching session directly from the Agent Performance Variance page, with the relevant agent and sub-topic context pre-filled in the Coaching application. This removes the need to switch tools or re-enter information manually. You can:

Select Launch Coaching from the row context menu for any agent row in the Agent Performance Variance table. The Coaching application opens in a new tab with the agent, sub-topic name, and a pre-composed performance objective already populated, so you can move straight to reviewing and completing the session details.
View a Coaching Sessions column in the Agent Performance Variance table that shows the total number of coaching sessions launched for each agent and sub-topic row at a glance. Hovering over the count displays a tooltip showing the dates and times of the last five sessions, giving you a quick view of recent coaching activity without leaving the page.
Receive in-context confirmation in the chat panel each time a session is launched, logging both the action and a timestamp so you have a record of what was initiated and when.
Coaching controls are displayed only when Coaching is enabled for your tenant. Users without the required Create permission under Coaching Management will not see the option.

Customer Request

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Actions Availability in the UK Sovereign Cloud

Actions is available in the UK Sovereign Cloud environment (UK2), extending regional coverage to customers operating under UK sovereign data residency and compliance requirements. No customer action is required to benefit from this expansion.

Customer Request

UI Change

Availability

Quality Management Autoscore Insights via Data Conversation

Previously, Data Conversation in Actions supported natural language queries across a set of available data domains, but Quality Management Autoscore data was not included. Managers who needed Autoscore insights had to navigate separate quality dashboards to find and interpret scoring results.

In this release, you can ask plain-language questions about Quality Management Autoscore data directly within the Data Conversation experience in Actions, without leaving the interface or switching dashboards. You can:

Query Autoscore data in plain language and receive answers inline within the Data Conversation interface. This gives you immediate access to quality scoring insights in the same environment they use for other conversation analytics, significantly reducing the time spent navigating between separate tools.
View contextually relevant suggested questions for the Autoscore domain, with suggestions filtered to match your tenant's active licenses. This helps you discover the most useful queries without needing to know in advance what data is available.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Campaign Filter for Automation and Augmentation Opportunities

Previously, the Automation Opportunities and Augmentation Opportunities dashboards displayed data aggregated across the entire business unit, with no way to isolate results for a specific campaign or brand. Contact centers that managed multiple brands within a single business unit could not distinguish which brand's interactions were driving specific opportunities.

In this release, you can filter both the Automation Opportunities and Augmentation Opportunities dashboards by campaign, giving you a focused view of opportunities scoped to a specific brand or campaign. You can:

Apply a Campaign filter on either dashboard to narrow the displayed opportunities to interactions associated with a specific campaign.
View opportunities at the campaign level rather than across the full business unit. Selecting all campaigns restores the full unfiltered view.

Customer Request

UI Change

Availability

GDPR Right-to-Erasure Compliance for Actions

Previously, Actions maintained conversation history for every user interaction and mapped business data attributes that could contain personally identifiable information such as email addresses and phone numbers. There was no automated mechanism to process GDPR Article 17 Right-to-Erasure requests within Actions, meaning data removal had to be handled outside the application.

In this release, you can process GDPR deletion requests through Actions automatically, ensuring that patron data stored across conversation history and associated data stores is erased completely in response to a Right-to-Erasure request. You can:

Trigger automated erasure of all stored patron data across conversation history, saved prompts, followed charts, data visualizations, user preferences, and anomaly history when a deletion request is received. This ensures comprehensive data removal across all relevant storage points without requiring manual intervention.
Rely on a 7-year immutable audit trail maintained for every erasure event, supporting compliance reporting requirements without retaining any of the erased personal data itself.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Role-Based Data Visibility in the Observability Dashboard

Previously, the Observability Dashboard did not apply data restrictions in its initial release. All users with access to the dashboard could view all data across the Copilot dashboard, Autopilot, AI Agents (Cognigy) for Process Automation (Task Assist), and business impact metrics, regardless of their team or skill assignments in NiCE CXone User Hub.

In this release, you can assign Global Views to users in NiCE CXone Admin, restricting their visibility in the Observability Dashboard to data associated only with their authorized teams or skills. You can:

Configure a Global View in the Admin application scoped to specific teams or skills and assign it to one or more users. Once assigned, the user's view of all Observability Dashboard data, including filters, selectors, and table content is limited to their authorized scope. This ensures that users in one team cannot view performance or quality data belonging to another team.
Allow users without a Global View assignment to retain full tenant visibility by default, so no disruption occurs for administrators or users who do not require data restrictions.
Expect a gradual rollout of this feature using a feature toggle, enabling controlled activation across tenants before full release.

Access changes made in Admin may take up to 15 minutes to be reflected in the Observability Dashboard due to data caching. When a user is assigned multiple Global Views, their combined scope across all views is applied.

This release introduces an approval-based impersonation flow for a more controlled, auditable process. TM admins create outbound impersonation requests, tenant-side admins in Admin review and grant or reject them with a mandatory expiration date (up to 30 days), and assigned users start impersonation directly from the Impersonation tab in My Profile. The feature also includes change history, improved search and filtering, and clear session controls.

No additional license is required. Access is controlled through role permissions (impersonate-role and impersonate-role-respond) configured in Roles & Permissions.

Agent Workspace (Agent) displays an agent’s specific Unavailable code and the time spent in that state. You can also drill into Skills in the Directory to view the agents in that skill.

Customer Request

UI Change

Availability

Agent Workspace (Agent) makes it easier to identify the correct agent in the Directory when multiple people share the same first and last name by providing additional identifying information. When you hover over the name, a tooltip appears.

Customer Request

UI Change

Availability

Agents can find people in the Directory app by searching in the “Last name, First name” format (for example, “Doe, John” or “Doe,John”), in addition to existing first name, last name, and first+last-name searches.

Customer Request

UI Change

Availability

Agents can search for agent records in the Directory app using an email address, not just a name. This helps agents find the right person faster and improve efficiency.

When agents make Wa manual outbound voice call using an Outbound Engagement skill, they are prompted to enter a customer ID and/or postal code when performing a redial from the Contact History app or making a callback on a voicemail contact. This happens or not based on how administrators have configured Outbound Engagement. See Make Outbound Calls section in Phone calls.

Customer Request

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Other

Quick Bar: Default to the Top Configured App When No Interactions Are Present

The Quick Bar defaults to the topmost configured app when agents have no active interactions, based on their configured navigation order. This also happens when the agent logs in for the first time and no interactions are assigned. This update helps provide a more consistent landing experience.

Customer Request

UI Change

Availability

Role-Based Access Control for Group Management in Internal Chat

Users can control group management actions in Internal Chat through configurable role-based permissions. This update allows organizations to restrict who can create, rename, or modify group memberships, ensuring that team structures remain aligned with organizational governance and operational policies. See Internal Chat (Conversations) in Agent Workspace (Agent)

Customer Request

UI Change

Availability

Internal Chat Notification Control

Users can manage their Internal Chat experience with new notification preferences, including the ability to mute and unmute alerts. This feature helps agents reduce distractions and maintain focus during high-priority tasks by providing individual control over notification noise. See Internal Chat (Conversations) in Agent Workspace (Agent)

Customer Request

UI Change

Availability

Internal Chat Enhancements

The Conversations application is rebranded as Internal Chat and features an updated icon for a more intuitive user experience. Additionally, you can share larger files, with the cumulative file size limit increasing to 100 MB per message. See Internal Chat (Conversations) in Agent Workspace (Agent).

Agent Workspace (Embedded) (Agent Embedded) displays an agent’s specific Unavailable code and the time spent in that state. You can also drill into Skills in the Directory to view the agents in that skill.

Customer Request

UI Change

Availability

Agent Workspace (Embedded) (Agent Embedded) makes it easier to identify the correct agent in the Directory when multiple people share the same first and last name by providing additional identifying information. When you hover over the name, a tooltip appears.

Customer Request

UI Change

Availability

Agents can find people in the Directory app by searching in the “Last name, First name” format (for example, “Doe, John” or “Doe,John”), in addition to existing first name, last name, and first+last-name searches.

Customer Request

UI Change

Availability

Agents can search for agent records in the Directory app using an email address, not just a name. This helps agents find the right person faster and improve efficiency.

When agents make Wa manual outbound voice call using an Outbound Engagement skill, they are prompted to enter a customer ID and/or postal code when performing a redial from the Contact History app or making a callback on a voicemail contact. This happens or not based on how administrators have configured Outbound Engagement. See Make Outbound Calls section in Phone calls.

Customer Request

UI Change

Availability

Other

Quick Bar: Default to the Top Configured App When No Interactions Are Present

The Quick Bar defaults to the topmost configured app when agents have no active interactions, based on their configured navigation order. This also happens when the agent logs in for the first time and no interactions are assigned. This update helps provide a more consistent landing experience.

Agent Workspace for Microsoft Teams (Agent for Microsoft Teams) displays an agent’s specific Unavailable code and the time spent in that state. You can also drill into Skills in the Directory to view the agents in that skill.

Customer Request

UI Change

Availability

Agent Workspace for Microsoft Teams (Agent for Microsoft Teams) makes it easier to identify the correct agent in the Directory when multiple people share the same first and last name by providing additional identifying information. When you hover over the name, a tooltip appears.

Customer Request

UI Change

Availability

Agents can find people in the Directory app by searching in the “Last name, First name” format (for example, “Doe, John” or “Doe,John”), in addition to existing first name, last name, and first+last-name searches.

Customer Request

UI Change

Availability

Agents can search for agent records in the Directory app using an email address, not just a name. This helps agents find the right person faster and improve efficiency.

When agents make Wa manual outbound voice call using an Outbound Engagement skill, they are prompted to enter a customer ID and/or postal code when performing a redial from the Contact History app or making a callback on a voicemail contact. This happens or not based on how administrators have configured Outbound Engagement. See Make Outbound Calls section in Phone calls.

Customer Request

UI Change

Availability

Other

Quick Bar: Default to the Top Configured App When No Interactions Are Present

The Quick Bar defaults to the topmost configured app when agents have no active interactions, based on their configured navigation order. This also happens when the agent logs in for the first time and no interactions are assigned. This update helps provide a more consistent landing experience.

Customer Request

UI Change

Availability

Agent Workspace for Salesforce Voice

Voicemail Playback Support in Salesforce

NiCE CXone Agent Workspace for Salesforce Voice enables agents to play back customer voicemail recordings directly within Salesforce. Voicemail interactions appear alongside other voice and digital interactions, allowing agents to access voicemail messages, review customer requests, and initiate follow-up actions such as returning calls or creating cases without leaving Salesforce. This capability streamlines the agent workflow by eliminating the need to switch between applications, reducing average handling time, improving agent productivity, and delivering a unified interaction management experience within a single interface.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Digital Channel Support for Salesforce Voice

Digital channel messaging is added to the Enhanced Omni-Channel widget. The NiCE CXone routing engine routes all digital interactions to agents alongside voice interactions, allowing them to view, accept, and handle every channel type from a single interface.

Supported NiCE CXone Digital Channels:

Live Chat: Agents can receive, view, and handle live chat interactions within the Enhanced Omni-Channel widget, with routing handled by the CXone routing engine.
WhatsApp: Agents can receive, view, and handle WhatsApp interactions
SMS: Agents can receive, view, and handle SMS interactions within the Enhanced Omni-Channel widget, with routing handled by the NiCE CXone routing engine.

This feature eliminates the need to switch between separate tools for voice and digital channels, reducing handle time and enabling agents to serve customers across channels from a single workspace.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Salesforce Cases and Email-to-Case Support with Unified Routing

Agents can receive and handle Salesforce Cases, as well as Email-to-Case interactions, routed through the CXone routing engine directly within the NiCE CXone CXone Agent for Salesforce Voice Omnichannel widget.

Once a Salesforce Case is created and routed through external routing to NiCE CXone, it leverages NiCE CXone Unified Routing to intelligently assign the case to the appropriate agent.

This feature will be available later in the release cycle.

Agent Workspace (Browser Extension) (Agent Integrated) displays an agent’s specific Unavailable code and the time spent in that state. You can also drill into Skills in the Directory to view the agents in that skill.

Customer Request

UI Change

Availability

Agent Workspace (Browser Extension) (Agent Integrated) makes it easier to identify the correct agent in the Directory when multiple people share the same first and last name by providing additional identifying information. When you hover over the name, a tooltip appears.

Customer Request

UI Change

Availability

Agents can find people in the Directory app by searching in the “Last name, First name” format (for example, “Doe, John” or “Doe,John”), in addition to existing first name, last name, and first+last-name searches.

Customer Request

UI Change

Availability

Agents can search for agent records in the Directory app using an email address, not just a name. This helps agents find the right person faster and improve efficiency.

When agents make Wa manual outbound voice call using an Outbound Engagement skill, they are prompted to enter a customer ID and/or postal code when performing a redial from the Contact History app or making a callback on a voicemail contact. This happens or not based on how administrators have configured Outbound Engagement. See Make Outbound Calls section in Phone calls.

Customer Request

UI Change

Availability

Other

Quick Bar: Default to the Top Configured App When No Interactions Are Present

The Quick Bar defaults to the topmost configured app when agents have no active interactions, based on their configured navigation order. This also happens when the agent logs in for the first time and no interactions are assigned. This update helps provide a more consistent landing experience.

Topic AI has adopted the updated theme with a fully redesigned application layout aligned with all NiCE AI applications within CXone. The updated interface includes new fonts, color palette, updated box shapes, and refreshed icons. Color contrast meets accessibility standards. Key layout changes include:

Filters have moved from the right panel to the header.
The statistics panel has been removed and integrated into the main view, which now includes Kanban, tree view, and list view.
Examples have moved to the right panel.
Switching between topic types (customer intents and agent actions) has moved to the left panel.

This change provides a consistent visual and navigational experience across all NiCE AI applications.

Customer Request

UI Change

Availability

Topic AI Model Validation Enhancements

After enriching a Topic AI model, the model coverage and accuracy metrics are now available on a new Overview page. In addition, each category, topic, and subtopic include an accuracy metric calculated by LLM as a judge. This allows you to check accuracy at every level and take actions such as rename, remove, move, or merge topics accordingly. The Overview page now highlights low-accuracy topics across all topic types and provides direct links to the topic view for taking action. These enhancements make it easier to see which topics are working well and which ones need more refinement.

Customer Request

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Availability

Expanded Language Support

Topic AI has expanded its global reach to support a wider range of international business needs. You can now enable Topic AI for the following languages:

East Asian Languages: Japanese for CXone customers, and Chinese (Mandarin and Cantonese) for Nexidia customers.
European Languages: Italian (joining existing support for English, French, German, and Spanish) for NiCE CXone customers.

This update includes specialized handling for non-whitespace languages to ensure high accuracy and deeper insights across global conversations.

The system does not support switching between different languages within a single conversation.
Combining whitespace (e.g., English) and non-whitespace (e.g., Japanese) languages is not supported when enriching data.

Multi-Language Collections

With the integration of the Interactions Hub, users can now create Topic AI collections that include multiple languages.

Customer Request

UI Change

Availability

Topic AI Accuracy Improvements

Topic AI now provides better coverage and accuracy across all topic types, including improved topic naming, automatic creation of new categories when required, and better topic granularity. These updates help organize your data more effectively by creating specific new categories instead of grouping items under "Other."

Customer Request

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Availability

Expanded Subtopic Examples

The number of visible examples for each subtopic has increased from 5 to 50, allowing for a more thorough assessment of intents and actions. A new scrollable interface and prioritizes high-impact sentences help you to quickly verify the accuracy of the topic.

Customer Request

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Availability

Decouple Topic AI from Analytics

Users can now use Topic AI independently from Interaction Analytics (CXone). To get started, you should:

Ask your account representative to activate a new Topic AI license in Analytics Services.
Create Analytics Policies with Topic AI enabled.
Create a Topic AI Collection from Integration Hub.
Use the Topic AI application in the same way as before.

This update allows you to upload and enrich your AI models directly from Interactions Hub, even without an IA license. You can filter and sample up to 40,000 interactions to improve your AI-driven insights using your own data.

The recommended filters are:

Last 90 days
Voice only interactions
Transcript Language (must filter as filter transcribed sessions only)

Customer Request

UI Change

Availability

Lock Subtopics in Topic AI

Users can now lock critical L3 subtopics to prevent them from being changed or removed during model updates. This feature also supports locking topics related to holidays so they can be retained on the next enrichment cycle, even if those topics are not present in the new enrichment data. Visual indicators for locked items and new filtering options help users easily manage and protect essential business topics.

Customer Request

UI Change

Availability

Accessibility Improvements

Topic AI now includes significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

In this release, you gain full visibility into Digital Experience (DX) contact lifecycles with new activity tracking. Unlike previous versions that relied on the contact's original start date, this new API allows you to retrieve all state changes (assignments, status shifts, and so on) occurring within any 7-day window. This ensures you capture critical intraday events for digital interactions, even if they began weeks ago.

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

Action Required:

Prepare to update your Reporting workflows to leverage the new endpoints.

Customer Request

UI Change

Availability

Streamlined Transcript Retrieval API

The Transcript Retrieval API allows you to efficiently retrieve Segment IDs for up to 90 days using time range or agent filters, even without Interaction Analytics. These IDs can be used to streamline requests to other APIs requiring a single Segment ID. For details, visit the Platform Analytics APIs section in the Developer Community portal.

Customer Request

UI Change

Availability

Draft Message History Retrieval API Timestamps

The Draft Message History Retrieval API now includes date and time stamps for every approval or rejection action, providing a complete audit trail for compliance by tracking exactly when a supervisor took action on a message draft. For details, visit the Digital Engagement APIs section in the Developer Community portal.

Customer Request

UI Change

Availability

Create Policy API Supports Additional ANI/DNIS Operators

The Create Policy API now supports additional operators for ANI and DNIS criteria, including Equals, Contains, Starts With, and Ends With. This enables substring-based matching and provides greater flexibility when creating policy search criteria.

Customer Request

UI Change

Availability

Automated Summary (AutoSummary)

Agent-Edited Summary Retrieval Through Agent-Edited Summary API

Previously, the GET /final-summary API returned only the AI-generated conversation summary. When an agent edited the summary before disposition, that agent-verified version, which often reflects more accurate, contextually refined information, was not accessible via any API endpoint. Downstream consumers such as CRM integrations, QA platforms, and reporting pipelines received the raw AI output rather than the final human-verified version saved to the system of record.

With this release, the existing GET /final-summary API is enhanced with a new query parameter: editedSummary.

When editedSummary=true is included in the request, the API returns the agent-edited final summary when one exists. If no agent-edited summary is available, the response continues to return the AI-generated summary, ensuring backward compatibility while enabling access to the final, agent-verified conversation summary.

Customer Request

UI Change

Availability

Customizable Prompts for Self-Service Summary

In this release, you can customize the LLM prompts used to generate Self-Service Summary through the GenAI Prompts. In the GenAI Prompts under the Copilot for Agents profile, Self-Service Summary and Self Service Sentiment categories are added , including a default prompt that you can modify to match your specific use case and language requirements. You can:

Configure a custom Self-Service Summary prompt that controls how conversation summaries are generated for self-service interactions. Configurable parameters include maximum summary length, output language, and custom instructions.
Configure a custom Self-Service Sentiment prompt that controls how customer sentiment is classified for self-service interactions. Configurable parameters include customer label, maximum reasoning length, output language, and custom instructions.
Apply the same language selection available in other GenAI Prompts categories, covering the full range of languages supported across the platform.

The Self-Service category in GenAI Prompts is available to tenants licensed for Virtual Agent Hub or AI Agents (Cognigy).

Customer Request

UI Change

Availability

Extended Wait Time and Improved Messaging for AutoSummary Generation

Previously, Automated Summary (AutoSummary) was expected to generate within 5 to 10 seconds, and the system timed out after 30 seconds if generation took longer.

In this release, you can wait up to 60 seconds for an Automated Summary (AutoSummary) to generate before it times out, giving more complex summaries time to complete successfully. The system automatically retries every 5 seconds after the first 25 seconds elapse. The Notes field in the Outcome Panel continues showing a spinner for up to 60 seconds instead of stopping early.

In this release, support is added for Standard Address Book, Personal Connection, and Voice Manual Outbound. These features are enabled, and their related entities are automatically synchronized with the secondary tenant.

View data that can be synced

ACD	Admin	Studio
Agent Settings (ACD Users)	Roles	Files
Business Unit Settings	Teams	Scripts
Standard Address Book (coming in 26.3)	Users (Employees)
Personal Connection (coming in 26.3)
Skills
Voice Manual Outbound (coming in 26.3)

Customer Request

UI Change

Availability

Engagement Hub (Multi-ACD/Open) Disaster Recovery Sync

In this release, Engagement Hub (Multi-ACD/Open) supports Disaster Recovery (DR) and Multi-Region BCP by automatically syncing recording configuration data across AWS regions. Key elements like Telephony Systems, Interfaces, Device Groups, and Devices are copied to a secondary region every 24 hours to ensure readiness during outages. In a failover situation, systems are quickly activated with minimal manual effort to maintain recording operations. The feature also maintains data consistency across regions and requires a Multi-Region BCP DR license to be enabled.

Customer Request

UI Change

Availability

Coaching

Support for Multiple Focus Area and Behavior in Coaching Transactional Report

The Coaching Transactional Report is upgraded to support multiple focus areas and behaviors within a single session. This update automatically lists each unique focus area-behavior pair in its own row, ensuring every part of your coaching is accurately tracked and visible. You can filter and export these detailed records without losing any data, while your existing single-focus session reports remain fully compatible. These changes also improve the accuracy of your completion and acknowledgment metrics, giving you a more precise view of your team's development.

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

Customer Request

UI Change

Availability

Accessibility Compliance for Coaching Session in My Zone Pages

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

Customer Request

UI Change

Availability

AI Agents (Cognigy)

Basic Built-In Speech Services for Voice-Enabled AI Agents (Cognigy)

Basic native Speech-to-Text (STT) and Text-to-Speech (TTS) services are integrated directly into voice-enabled AI Agents (Cognigy). This enhancement provides built-in voice capabilities, eliminating the need for additional service configuration and enabling you to deliver seamless voice interactions more efficiently. For advanced use cases, Bring Your Own (BYO) and Premium speech services are also available.

Customer Request

UI Change

Availability

Premium AI Services Usage, Billing, and Management

Premium Speech-to-Text (STT), Text-to-Speech (TTS), and Large Language Model (LLM) services are available through NiCE CXone. When using these services, you do not need to configure or manage provider-specific API keys. Instead, you can select the desired NiCE CXone premium service from the relevant configuration menus. A new billing and management experience provides visibility into premium service usage and costs. The platform automatically tracks service consumption, calculates associated charges, and includes them in your billing.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Expanded Regional Deployment Availability

You can deploy AI Agents (Cognigy) services in South Africa region to support data residency and compliance requirements.

Customer Request

UI Change

Availability

Copilot for Agents

Rich Text Formatting in Custom Cards

In this release, you can display richly formatted content in Custom Cards using Adaptive Card rendering. Custom cards support bold, italic, underline, strikethrough, hyperlinks, bullet lists, numbered lists, and color and size variations — making it significantly easier for agents to scan and act on knowledge article content. You can:

Present Knowledge Hub article content with structured formatting rather than as a plain text string. Headers, step lists, and highlighted terms are rendered as intended, making the content easier to follow during a live interaction.
Include clickable hyperlinks within card content so agents can navigate directly to referenced resources without leaving the Copilot panel.
Combine multiple text styles within a single card element using rich text formatting, including bold, italic, underline, highlight, and custom color, giving you precise control over how information is emphasized.

This feature uses the Adaptive Card framework already in use for workflow forms and cards. Formatting is applied by configuring the JSON payload that drives the card, giving administrators full control over how card content is presented to agents.

Customer Request

UI Change

Availability

Duplicate Copilot for Agents Profiles

Previously, there was no way to duplicate or clone an existing Copilot for Agents profile. Creating a new profile that is similar to an existing one required you to manually recreate every configuration setting from scratch, which was time-consuming as profiles grew more complex.

In this release, you can duplicate any existing Copilot for Agents or AI Profile with a single action. The duplicate is created as a new, independent profile with all configured settings copied under a name you provide. You can then modify the duplicate without affecting the original profile.

Customer Request

UI Change

Availability

Bulk Skill Assignment Import and Export

Previously, skill assignments to AI Profiles were managed individually within the Assignments tab. For tenants with hundreds or thousands of skills, manually assigning skills to profiles was time-intensive and error-prone.

In this release, you can export existing skill assignments from a Copilot for Agents profile as an Excel or CSV file, and import skill assignments in bulk from a file. You can:

Export the current skill assignment list, including Skill ID and Skill Name, in Excel or CSV format. Use the exported file as a starting point for making bulk changes or as a record of current assignments.
Import a skill assignment file and preview the changes before committing. The preview shows each skill’s ID, name, current profile assignment, and the action that will be taken: Add, Remove, or Ignore.
Choose an import mode of Overwrite or Add New Skills. Overwrite removes existing assignments before importing the file. Add New Skills imports only skills not already assigned to the profile.
Configure how Copilot for Agents profile conflicts are handled during import. Automatic Override reassigns any conflicting skills to the current profile automatically. Manual Review flags conflicts for your decision before the import is committed.

Customer Request

UI Change

Availability

Hide Copilot for Agents Option

In this release, you can enable a Hide Copilot for Agent setting in the AI Studio Profile that suppresses the Copilot UI entirely while Copilot continues to run in the background. All configured features such as Automated Summary (AutoSummary), custom LLM prompts, and background workflows continue to operate normally. The Copilot panel is not displayed to the agent and Automated Summary (AutoSummary) content is not sent into the Agent Workspace > Outcome Panel > Disposition Notes field.

This setting is useful when Copilot outputs are intended for managerial assessment of Copilot, supervisors, downstream systems, or reporting pipelines rather than the agent directly. Enabling it does not affect any background feature, and all applicable usage fees apply regardless of whether the panel is visible.

Customer Request

UI Change

Availability

New Output Languages for Copilot for Agents

In this release, you can configure Copilot for Agents profiles and GenAI Prompts to output in 12 additional language and location combinations, extending the reach of Copilot to more regions and customer populations. The new languages available are:

Danish (Denmark)
Thai (Thailand)
Malay (Malaysia), Malay (Brunei), Malay (Singapore)
Indonesian (Indonesia)
Tagalog (Philippines)
Hindi (India)
Catalan (Spain), Basque (Spain)
English (South Africa), English (India)

These languages are available in the AI Studio Profile language selector and across all customizable prompt categories in GenAI Prompts, including AutoSummary, Realtime Summary, Realtime Sentiment, Journey Summary, KB Answer, and Customer Prompt categories. Location-specific language combinations are also added to the GenAI Prompts.

Customer Request

UI Change

Availability

Email Channel Enhancements — Knowledge Hub Support

Copilot for Agents for email was initially released in public preview with limited functionality available only with direct Expert deployments. The current implementation does not support Knowledge Hub response generation, and does not support AutoSummary, Realtime Summary, or Realtime Sentiment for email interactions.

In this release, you can configure and use the full range of Copilot AI features for email interactions, including topic extraction and response generation using Knowledge Hub content, AutoSummary, Realtime Summary, and Realtime Sentiment. You can:

Generate email responses using Knowledge Hub content, fully customizable through GenAI Prompts. A loading indicator appears while the response is being generated. Once generated, unanswered customer topics are highlighted in the response so you can supplement the draft before sending.
Customize email-specific prompts for five dedicated categories in GenAI Prompts: Email Topics, Email Responses, Email Realtime Summary, Email Realtime Sentiment, and Email AutoSummary. Each category can be assigned independently in the AI Profile.
Use interaction context data in email response generation. When supplemental customer data is available, Copilot uses it alongside knowledge base content to inform the response.
Rephrase and simplify text within the email response field using the sparkle icon functionality, which continues to work in this implementation.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Maximum Rules Per Interaction Cap and Priority Ranking

Previously, there was no cap on how many rules could trigger during a single interaction. All matching rules were fired simultaneously regardless of volume, and there was no way to prioritize which rule took precedence when multiple rules matched at the same time.

In this release, you can configure two new controls on the Copilot for Agents profile Rules tab to manage how many rules fire during a single interaction and which rules take precedence when multiple rules match simultaneously. You can:

Set a Maximum Rules Per Interaction value on the profile. Once the configured number of rules has triggered during a call, rule evaluation stops for all subsequent utterances.
Reorder rules on the profile Rules tab using drag-and-drop. When multiple rules match on the same utterance and the remaining capacity cannot accommodate all of them, the order you define determines which rules fire first.
The cap is optional — leaving the field blank preserves the existing behavior where all matching rules trigger without a limit. Rule ordering is scoped to the profile, so the same rule can have a different priority in different profiles.

Customer Request

UI Change

Availability

Trigger Decision Trees Through Rules

Previously, Decision Trees were triggered directly from the Copilot interface without the involvement of Rules. This limited flexibility and meant Decision Trees could not be invoked conditionally based on conversation signals — unlike Text Cards, which could already be triggered through rules.

In this release, you can configure a Decision Tree as a linked action in the Rules. When the rule’s conditions are met, the selected Decision Tree is automatically triggered and rendered to the agent without any manual action required.

This feature brings Decision Trees into the Rule’s trigger-and-action framework, enabling them to launch automatically based on keywords, intent detection, or interaction lifecycle events depending on how the rule is configured.

Customer Request

UI Change

Availability

PDF Print for Decision Trees

In this release, agents can export completed Decision Trees as a PDF, making it easier to retain records, support audits, and hand-completed workflows over to other teams. As an agent, you can:

Print a completed Decision Tree as a PDF after all questions have been answered. The print view displays all sections and answers in a read-only format and includes an option to show or hide questions that were skipped because of pre-conditions.
Download the generated PDF to your local machine for record-keeping, audit purposes, or hand it off to another team.
Return directly to the submission confirmation screen after closing the print view, allowing you to continue your workflow without interruption.

Customer Request

UI Change

Availability

Copilot for Supervisors

Multi Language LLM-Based Urgent Assist Alert

Urgent Assist detection moves to LLM via Prompt Manager, enabling multi language support. The Urgent Assist reason and interaction summary are displayed in the language configured in the Copilot profile.

Supported languages include Chinese Simplified (China), Chinese Traditional (China), Dutch (Netherlands), English (Australia), English (Canada), English (UK), English (US), Finnish (Finland), French (Canada), French (France), German (Germany), Italian (Italy), Japanese (Japan), Korean (South Korea), Norwegian (Norway), Portuguese (Brazil), Portuguese (Portugal), Spanish (Latin America), Spanish (Spain), Swedish (Sweden), Welsh (Wales).

When an Urgent Assist alert is triggered for a contact, any existing Negative Sentiment alert for the same contact is automatically removed. The alert includes the Urgent Assist reason and a summary of the interaction when the Alert Insights permission is enabled.

This feature requires the Copilot for Supervisors license.

Customer Request

UI Change

Availability

Four NRT Digital Experience (DX) contact metrics have returned to the metric selector:

New Contacts
Open Contacts
Pending Contacts
Resolved Contacts

Customer Request

UI Change

Availability

WFM Managers can use metric widgets to view forecasted intraday data for future dates directly on the dashboard.

Customer Request

UI Change

Availability

New Landing Page for Usage and Billing Reports

The new Usage Report landing page provides easy access to the following Usage and Billing reports:

Users Usage
Agents Usage
Ports Usage
Personal Connection Usage

This feature requires a Cognigy AI Integration license.

Customer Request

UI Change

Availability

Dashboard Migration Tools

Automated inventory scanning, parity analysis, and user-initiated migration tools allow users to scan, analyze, and migrate Legacy User Hub dashboards into NiCE CXone Dashboard with minimal effort.

Customer Request

UI Change

Availability

NiCE CXone Recording customers can access their interaction and segment metadata including segment identifiers, timestamps, interaction duration, channel, direction, recording status, hold details, disposition, business data tags, and recording alerts through Data Share. Data Share complements, rather than replaces, the existing Data Extract API, and covers interaction metadata only, it does not include audio or screen recording media files.

Customer Request

UI Change

Availability

Engagement Analytics Now Available in Data Share

Engagement dimension data, including call-to-action, engagement rule, and engagement type dimensions is available directly in Suite Views. Visit Activity, Visit Conversion, and Visit Fact views are updated to include engagement level data.

You can analyze digital engagement data alongside visit and conversion metrics in a single, unified reporting experience. This makes it faster and easier to build dashboards and gain insights into your digital engagement performance.

Administrators and Supervisors can remotely adjust log levels for Desktop Discovery agents directly from the Node Watch. This feature allows for real-time troubleshooting and configuration updates without requiring manual intervention on individual agent machines.
Administrators and supervisors can view and download troubleshooting logs for the Desktop Discovery Client directly from the Node Watch. This feature streamlines the support process by providing immediate access to client logs stored securely in S3 without requiring manual intervention from the end user.

See Node Watch.

Customer Request

UI Change

Availability

Synthetic Activity Detection

Desktop Discovery includes the ability to detect synthetic input generated by idle-prevention tools, such as mouse jigglers or software-based simulators. This enhancement provides more accurate visibility into genuine agent activity by distinguishing between human interactions and automated movements. See Data Collection.

Customer Request

UI Change

Availability

UI Change

Availability

Timestamp For Message Draft Approval or Rejection

Draft Message History Retrieval API now includes date and time stamps for every approval or rejection action. This enhancement allows you to maintain a complete audit trail for compliance and regulatory requirements by tracking exactly when a supervisor or administrator took action on a message draft.

For drafts approved or rejected before this update, the timestamp value is null.

Customer Request

UI Change

Availability

Agent State While Working on Manual Outbound Interactions

Previously, when an agent handled manual outbound interactions such as an email message, and wasn't handling any other digital interactions, their state did not change to Working in the agent application or in Supervisor. If the agent had other active digital interactions, their state correctly showed that they were working.

In this release, the agent state accurately reflects that the agent is working on an interaction. This allows supervisors to accurately assess the state of each of their agents.

This feature is currently part of a public preview program and requires a feature toggle to be enabled.

Customer Request

UI Change

Availability

Skill-Based Assignment for Customer Contact Forms

Administrators can now assign customer contact forms directly to specific skills rather than being limited to channel-level assignments. This update ensures that agents automatically see the most relevant custom fields and data entry options based on their specific line of business or expertise, even when interactions are transferred across different teams.

This feature is currently part of a public preview program and requires a feature toggle to be enabled.

Customer Request

UI Change

Availability

Audit History for Digital

Users can track configuration changes made to digital Points of Contact through a new Audit Trail capability. This enhancement automatically tracks all create, update, and delete actions, capturing essential details such as the modified field, previous and new values, the user responsible, and the timestamp. Administrators can access these historical logs directly within the Activity Audit and Change Audit History reports located under Reporting > Pre-built Reports > BI Reports. This feature is available on deployment for all tenants with the CXone Dashboard and Prebuilt Reports license enabled.

Customer Request

UI Change

Availability

Mandatory Custom Field Enforcement in Agent Workspace

Agents using Agent Workspace are now required to complete all mandatory custom fields before resolving or closing a digital contact. This update ensures that required data is consistently captured across all agent interfaces, improving data accuracy and streamlining post-contact workflows.

Customer Request

UI Change

Availability

Auto-Save Secure Form Results to Contact Custom Fields

Responses submitted through secure forms are automatically saved to the corresponding contact custom fields eliminating the need for manual data entry. Previously, agents had to manually copy secure form data into custom fields, introducing risk of errors or missed entries. This change ensures form data is captured consistently and immediately upon submission, improving data accuracy and reducing agent effort.

Customer Request

UI Change

Availability

New Limits for Customer Card Notes

A limit of 250 notes per customer card and 5,000 characters per note is introduced.

Once enabled:

Customer cards that already have more than 250 notes have their oldest notes permanently deleted the next time any new note is added. This cannot be undone.
Agents attempting to save a note longer than 5,000 characters receive an error and must shorten the content before saving.
Existing notes over 5,000 characters remain readable but cannot be edited unless the content is reduced to within the limit.

Action Required: Before this feature is enabled on your account, review customer cards with high note volumes. If historical notes are critical for compliance or business records, export or archive them in advance. Please contact your NiCE CXone account representative if you need assistance identifying affected records.

Customer Request

UI Change

Availability

File-Path URIs in Attachment Downloads Blocked

Customer Impact (Security Change)

As a security measure, any attachment download request that uses a file:// URI (local file path) is automatically blocked and flagged as a potential security threat. This prevents malicious attempts to access internal server files through the attachment download mechanism.

Action Required: If any of your integrations, bots, or automation scripts use file:// URIs when referencing attachments, these requests will fail after this change is enabled. Review your integration configurations and ensure all attachment references use standard https:// URLs. Contact your NiCE CXone account representative if you need assistance.

Customer Request

UI Change

Availability

Attachment Downloads to Private/Internal IP Addresses Blocked

Customer Impact (Security Change)

Outbound attachment download requests that resolve to private or internal IP address ranges (For example, 10.x.x.x, 172.16.x.x, 192.168.x.x) are automatically rejected. This is a server-side request forgery (SSRF) protection measure that prevents the platform from being used to access internal infrastructure.

Action Required: If your environment routes attachment downloads through an internal proxy, on-premises gateway, or private network endpoint that falls within these IP ranges, those requests fail. Please review your network configuration and ensure attachment endpoints are reachable via public IP addresses. Contact your account team if this impacts your current setup.

Customer Request

UI Change

Availability

Workflow Automation Infinite Loop Prevention

A new safety guard is introduced to prevent a known misconfiguration in Workflow Automation (WFA) that causes an infinite processing loop. Specifically, a WFA rule that uses a BeforeCaseClosed trigger combined with a ChangeCaseStatus job targeting a closed status is now silently blocked from executing when the feature is enabled.

Previously, this combination caused the rule to trigger itself repeatedly, resulting in system instability and potential performance impact. Now, affected rules stop executing without raising an error.

Action Required: If you have WFA rules configured with a BeforeCaseClosed trigger and a ChangeCaseStatus job set to a closed status, those rules do not run after this update. Review your WFA configurations and reconfigure any rules that were relying on this combination. If you are unsure whether your account is affected, contact your NiCE CXone account representative for assistance prior to the 26.3 release.

Customer Request

UI Change

Availability

Data Policies for Digital Data

You can now manage data policies for Digital Experience (DX) data directly within Interactions Hub. This allows you to apply policies like Time to Live (TTL) and archiving in a single location, helping you maintain compliance with security and data retention standards such as GDPR, CPRA, and PCI.

To set up data policies, you must have Cloud Storage Services and Interactions Hub enabled in your NiCE CXone system.

Customer Request

UI Change

Availability

You can now create digital SMS channels that use Sinch and Vonage as the SMS provider. The channels can handle inbound and outbound interactions.

Customer Request

UI Change

Availability

Apple Messages for Business Form Messages on Non-Compatible Devices

Previously on Apple Messages for Business channels, forms are sent as a single message that contains all of the form fields. The contact completes the form and the system returns the form response as a single message.

In this release, on devices that don't support Apple Messages for Business form messages, the form is now sent as a series of separate messages. Each field or question on the form is sent separately. The next field or question is not sent until the contact answers the preceding field or question.

The system will notify the contact as part of the chat that a form message is starting and given instructions. The system will also notify the agent in the agent application that the contact is on a non-compatible device and given instructions about what will happen. Agents should not send other messages to the contact until the form completes.

Customer Request

UI Change

Availability

Typing Indicators on Apple Messages for Business Chats

Previously, the contact only saw typing indicators when the agent was actively typing. If the agent sent a quick response or a different response that didn't involve typing, the agent's message appeared in the chat application without a typing indicator.

In this release, typing indicators are displayed for all messages on channels that support typing indicators, even if the agent doesn't type anything before sending the message. This change only affects interactions between contacts and human agents using Agent Workspace (Agent).

Customer Request

UI Change

Availability

LinkedIn Posts and Mentions Fetched in Near-Real Time

Previously, public comments and replies on your organization's posts on LinkedIn refreshed in NiCE CXone once a day. In this release, they sync in near-real time. Agents can see and respond to LinkedIn activity more quickly, improving the efficiency of managing interactions on this channel.

Customer Request

UI Change

Availability

Delete Messages by API with Bring Your Own Channel (BYOC)

You can add the ability to delete messages from your BYOC channel. To do this, you need to update your channel to support delete by changing the hasAbilityToDelete parameter of the POST /channels endpoint Icon of a square with an arrow point from the center through the top right corner. to True. Next, you must update your middleware to accept and process the delete request from the NiCE CXone Digital Experience (DX) APIs, similar to other calls NiCE CXone makes to your middleware. The platform will send the request as follows:

DELETE /1.0/channel/:channelId/messages/:messageIdOnExternalPlatform
{
  "brand": {brandView},
  "thread": {threadView} 
}

Customer Request

UI Change

Availability

BSUID Support in WhatsApp

In this release, the Meta Business Scope User ID (BSUID) is used as the backend identifier that Digital Experience (DX) uses for WhatsApp contacts. This change prepares NiCE CXone for future support of WhatsApp user names, which Meta will enable for their users in the near future. With the introduction of user names, contacts who prefer not to use their phone numbers to interact with your organization will be able to use their user name instead. Users will be able to change their WhatsApp user names, but their BSUID will not be able to be changed to allow for continuity of threads with unique contacts even if their user names change.

Customer Request

UI Change

Availability

Digital Chat User Interface Enhancements

Several UI enhancements are introduced to Digital Chat channels, including clearer queue counters, a new notification sound for incoming messages, unified menu navigation, updated avatar behavior, and smooth animations. These updates also include enhanced image viewing capabilities to provide a more intuitive and professional interaction for your patrons.

Customer Request

UI Change

Availability

AI Interaction Transparency for Digital Chat and Mobile SDK

To support compliance with the EU AI Act, both Digital Chat channels and the Mobile SDK now include a visual indicator to notify patrons when they are interacting with an AI-powered bot. This feature provides clear transparency during automated conversations and automatically updates if the chat is handed over to a human agent.

This feature will automatically be enabled for customers in the EU. For customers outside the EU, it is optional and can be enabled in Chat Settings.

Customer Request

UI Change

Availability

Enhanced Agent Privacy Control

New privacy settings are introduced for the Mobile SDK that allow organizations to hide sensitive agent information, such as names and avatars, during active chat sessions. These controls help protect agent identity by replacing real-time data with generic placeholders.

Customer Request

UI Change

Availability

Enhanced Strategic Planner

Migration to NiCE CXone Cloud

All ESP customers are migrated from the WCX cloud (North America) to the NiCE CXone cloud (North America).

Enhanced Transcript-Based Testing and Time-Aware Evaluations

In this release, the GenAI Prompts has a set of targeted enhancements designed to improve testing precision and support more advanced quality management use cases.

In this release for Quality Management AutoScore only, you can leverage transcript timestamps included in the data passed to the LLM, enabling prompts to assess time-sensitive behaviors—such as whether an agent completed a required action within a specified time frame during the interaction. For example, you can create prompts that assess questions such as:

Did the agent greet the customer within the first 25 seconds?
Was the compliance disclaimer delivered within the first minute of the call?
How long did it take the agent to acknowledge the customer's issue?

The inclusion of transcript timestamps expands the ability of Quality Management AutoScore to support evaluations that depend on time-bound criteria.

In this release, timestamp support is available at the back-end level and is included in the context provided to the LLM. Visual timestamp representation within the GenAI Prompts interface will be introduced in a future release.

Customer Request

UI Change

Availability

LLM Deprecation Warnings and Prompt Template Migration

Previously, when a language model was deprecated, customers received no proactive warning within the product.

In this release, you can see proactive deprecation indicators directly within the AI Studio interface. Warning messages appear when you are using a model that is scheduled for or has already reached deprecation. Deprecated models are identified by a dedicated icon in the LLM list, making it easy to scan for models that require attention.

A migration path is provided to help you move existing prompt template versions to a supported replacement model, reducing the risk of service disruption when a model reaches end of life.

Customer Request

UI Change

Availability

Multi-Language Support for GenAI Prompts

In this release, GenAI Prompts supports multiple user interface languages, enabling users to interact with the GenAI Prompts in their preferred language. You can:

View and navigate the GenAI Prompts using a supported language of your choice.
Create, manage, and test prompt configurations in a more familiar and accessible user experience.
Improve collaboration across global teams by providing a consistent experience regardless of language preference.

This enhancement makes GenAI Prompts more accessible for multilingual teams and helps users work more efficiently in their preferred language.

Customer Request

UI Change

Availability

LLM Manager

Previously, GenAI Prompts profiles were tied to a fixed set of platform LLMs with no visibility or control over which models were available, their status, or their cost tier.

In this release, you can view the language models available in your GenAI Prompts profiles from a new LLM Manager. The LLM Manager is accessible through the Settings icon in the GenAI Prompts header. It gives you a central place to see all available models and understand their status. You can:

View all available models in a table. The table shows the model's name and type label such as Out of the Box, Premium, or Custom LLM. It also shows the model identifier, the provider such as AWS Bedrock, Anthropic, or Mistral AI, the current status which can be Default, Active, Deprecated, or End of Life, and actions to Edit, Delete, or Set as Default.
Choose which LLM powers each of your GenAI Prompts profiles.

Customer Request

UI Change

Availability

Support for More Copilot for Agents Prompt Use Cases

You can use GenAI Prompts to customize more prompts in Copilot for Agents. These include:

Self Service Summary: Controls the AI prompts Copilot for Agents uses to generate a summary of the customer's self-service (AI Agents (Cognigy)) session, letting you customize its max length, language, and instructions.
Self Service Sentiment: Controls the AI prompt Copilot for Agents uses to classify the customer's sentiment during their self-service (AI Agents (Cognigy)) session, letting you customize the customer label, max length, language, and instructions.

Guide

Per-Rule Time Zone Configuration

Previously, rule evaluation in Guide used the tenant-level time zone for all conditions. For organizations operating across multiple regions, this created significant configuration overhead. A rule intended for a call center in Dubai, for example, had to be duplicated and rewritten in terms of the tenant's time zone, often requiring two or three rule variations to represent what should be a single, straightforward schedule.

In this release, you can assign a dedicated time zone to each rule directly from the Rules Configuration page. When you set a time zone on a rule, all time-based conditions within that rule including shifts, dates, holidays, and day-of-week checks are evaluated using that rule's time zone rather than the tenant default. You can:

Select a time zone for any rule from a dropdown on the Create Rule or Edit Rule page. The dropdown uses standard IANA time zone identifiers such as America/New_York or Asia/Manila, so you can precisely match each rule to the region it serves.
Rely on your existing rules continuing to behave exactly as before. Any rule without an explicit time zone assigned automatically falls back to the tenant time zone, preserving full backward compatibility.
See the assigned time zone clearly displayed in the rule editor, so you always know which region's clock governs a rule's evaluation. A tooltip guides you through what the setting controls.

Customer Request

UI Change

Availability

Web Page Element Content Condition

Previously, the ability to check whether a specific element on a web page contained a particular string was available only in the legacy version of Guide. Customers who had migrated to the current Guide version did not have access to this condition type, limiting their ability to target visitors based on the text content of page elements.

In this release, you can create rule conditions that check whether a specific element on a web page contains a particular string. This allows you to target visitors based on what they see and interact with on your site, for example, showing a proactive offer, applying a tag, or triggering any other rule-based action relevant to that group. As with other page-content conditions, you must map the relevant elements using the Web Assistant Plugin.

Customer Request

UI Change

Availability

Restoration of Page View and Visitor Location Data Streams

Previously, page view events and visitor location data including country, general location, and IP address were not sent to the data lake. This data was removed in the previous release due to storage concerns.

In this release, all page view events will be restored to the data lake streams. Visitor location data, including IP address, location, and country, will also be restored. Specific data field definitions will be finalized as part of this release.

Customer Request

UI Change

Availability

Advanced Date and Time Conditions

In this release, you can define more precise schedules for your rules by including or excluding specific recurring dates and date ranges. This enhancement helps you automate rule behavior for holidays, seasonal events, and other recurring annual occurrences without having to manually enable or disable rules each year.

With the new Recurring Date & Time condition, you can create recurring annual schedule exceptions and restrictions, such as the following:

Exclude a recurring holiday from a weekly schedule: Configure a rule to run Monday–Friday, 8:00 AM –5:00 PM, except every July 4.
Exclude recurring date ranges: Configure a rule to run year-round, except December 24–26 each year.
Apply schedules to recurring days within a date range: Configure a rule to run every Saturday between July 1 and August 31, recurring annually.

In this release, the following scenarios are not supported:

Multiple dates or date ranges within a single condition for example, July 4 and December 24, or every January and every March. To achieve this behavior, you will need to create multiple conditions.
Holidays with shifting dates, such as Thanksgiving (the fourth Thursday of November) or other moveable holidays.

UI Change

Availability

Enhanced Navigation and Deeper Intent Insights

IA has introduced a smoother navigation experience that keeps your search filters active when you switch between views. Additionally, new Intent fields are available to give you more detailed reporting. The interface has been updated with better filter layouts, easier-to-read transcripts, and a faster Category Editor that automatically focuses on your newest entries.

Customer Request

UI Change

Availability

Enhanced Category Data Integration

Interaction Analytics (CXone) and Quality Management (CXone) category data has been integrated into the CXone Data Lake using standardized formats. This update allows you to leverage your custom category insights across other CXone applications, providing a more unified view of your data and deeper cross-platform analysis.

Customer Request

UI Change

Availability

Trending Volume Widget

A new Trending Widget is added to the Interaction Analytics (CXone) workspace. This widget displays total interaction volume over time, including intra-day views, and can be filtered by specific categories or tags. It provides a more accurate view of total volume compared to sentiment-based widgets, facilitating better operational oversight.

Engageware Knowledge Source Connector

In this release, you can connect Knowledge Hub to the Engageware Knowledge Management System as a knowledge source. You can:

Configure a dedicated Engageware connector from a new configuration screen in Knowledge Hub.
Retrieve both content articles and guided process steps from Engageware. Both types of knowledge become available to agents and customers through Knowledge Hub, expanding the range of information that can be surfaced during interactions.

Customer Request

UI Change

Availability

Simplified OAuth Setup for ServiceNow Connector

Currently, setting up a Knowledge Hub connector requires customers to manually enter multiple credentials, including a Client ID, Client Secret, Access Token, and Authorization Code.

In this release, you can connect ServiceNow to Knowledge Hub using a simplified OAuth authentication flow. Instead of entering credentials manually, you are redirected to your ServiceNow platform to authenticate with your existing username and password. Token generation and refresh are handled in the background, so you will not need to manage them yourself. You can:

Authenticate with ServiceNow by signing in directly on the ServiceNow platform during the connector setup flow.
Rely on automatic token management once authentication is complete. Tokens are generated and refreshed in the background.

Customer Request

UI Change

Availability

To ensure a seamless monitoring experience on the unified platform, Outbound Engagement (SmartReach) dashboards have been optimized to display only relevant campaign management data. This update automatically hides inactive ACD, agent, and inbound data fields, and provides a cleaner and more focused interface for real-time outbound performance tracking.

Customer Request

UI Change

Availability

Accessibility improvements

The Outbound Engagement (SmartReach) application includes significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

Compliance for International Dialing

Comprehensive support has been added for Australian geographic identifiers within Dialing Profiles. This enhancement uses state, territory, and postcode mapping to ensure outbound campaigns maintain strict compliance with regional time zone regulations and dialing windows.

Customer Request

UI Change

Availability

Omnichannel Skill Prioritization

Outbound Engagement (SmartReach) now supports skill prioritization that aligns with the existing NiCE CXone ACD routing model. The Outbound Engagement skill type in NiCE CXone ACD has been updated so you can assign skills numeric priorities. This ensures that agents automatically receive the most important interactions first, whether they are inbound, manual outbound, or predictive outbound. By unifying prioritization across all channels, you can prevent outbound tasks from overshadowing high-priority inbound queues and maintain consistent service levels across your blended agent workforce.

Customer Request

UI Change

Availability

Partner Applications

Voice Quality Metrics

Monitoring Gateway Subscriptions Demo Environment

You can evaluate Monitoring Gateway Subscriptions in a structured demo environment available in the USA only. Simulated event generation, real-time log visualization, and a hosted dashboard demonstrate how subscription data can support monitoring and observability workflows without accessing production systems.

Customer Request

UI Change

Availability

Personal Connection

Accessibility improvements

The Personal Connection application now has significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

New Disposition for Agentless Dialing to Treat Carrier Errors and Temporarily Unavailable

You can configure agentless outbound Personal Connection skills to be able to retry calls when they encounter carrier error (SIP 480 (Cause Code 16)) responses. This gives you more control over call handling.

A new outbound-specific disposition code is now available for this type of response. You can apply this disposition through scripting, which allows you to enable retry behaviors that you can configure to meet your specific business needs. To use this new disposition code, you'll need to update your customer scripts to include the SETDISPOSITION action with the new code. Otherwise, your existing outbound behavior will remain unchanged.

After enabling it in your scripts, you can enable or disable this disposition on a per-skill basis. By enabling the new Treat Carrier Error as Temporarily Unavailable option for a skill, you can choose the situations where you want the new disposition used.

UI Change

Availability

Quality Management (CXone)

Auto Score Profile Limit

A maximum of 20 Auto Score profiles per scorecard is now supported to enhance system stability and ensure consistent scoring performance. When creating or editing a scorecard, the Add Profile action is disabled once the cap is reached, along with a clear notification. You should plan your configurations within the 20-profile limit.

The Select Profile dropdown disables further selections once 20 profiles are assigned. If you have active scorecards exceeding this limit, they continue to function. However, you cannot add new profiles or duplicate these scorecards until the profile count is reduced to 20 or fewer.

This feature is available for users with the Quality Management (CXone) Advanced and Gen AI licenses.

Customer Request

UI Change

Availability

New My Zone Export Options

You can export data directly from the following My Zone pages to Excel or CSV formats.

My Zone pages with Export:

Evaluation Tasks
- To do Page
Evaluator Assignment
- Plan Monitoring
Quality Performance
Calibrations
Auto Score Dashboard
Coaching Sessions

When you click the Export button, you can choose your preferred format to download the records currently visible in your grid.

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

Customer Request

UI Change

Availability

Clearer Navigation for Evaluation Tasks

You now see a small but helpful change. The Tasks tab is renamed to Evaluation Tasks to make its purpose clearer and easier to understand. The page title and URL also reflect this update. No widgets are added or removed just a smoother experience when navigating to your evaluation tasks.

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

Customer Request

UI Change

Availability

Enhanced Distribution Logic for Accurate Quality Evaluations

With this update, Quality Management (CXone) interactions are only distributed if the leading agent is part of a team in the Quality Plan. Going forward, an interaction is only distributed for evaluation if the leading agent is explicitly part of a team associated with the Quality Plan. Previously, distribution could occur if any participant matched the plan.

This change ensures that both the interaction eligibility and the leading agent's team membership align with the Quality Plan requirements. As a result, agents are only evaluated under plans they belong to, improving reporting accuracy and ensuring evaluations are routed to the appropriate supervisors.

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

Customer Request

UI Change

Advanced ScreenAgent for Mac

In this release the Advanced ScreenAgent for Mac is available, supporting advanced capabilities previously exclusive to Windows.

This update includes support for remote management actions such as restarting ScreenAgent services and downloading its logs, display of Mac domain (serial number) information in SAM, deny lists for excluding specific applications and URLs from recording, and configurable recording settings such as frame rate and resolution to optimize performance. Log collection is enhanced through automatic cloud upload, simplifying troubleshooting and support.

You can use Advanced ScreenAgent for Mac with a basic or an advanced screen recording license. However, certain functionalities are supported only for customers with a Screen Recording Advanced license. To update your license from basic to advanced, contact your NiCE account representative.

Customer Request

UI Change

Availability

Reporting

Data Download and Custom Reports

Enhanced Security for Report Delivery: Transition from SFTP to SEA Cloud Storage

Previously, NiCE CXone Reporting supported SFTP as a file delivery option for Data Downloads and Custom Report scheduled reports. In this release, to meet updated NiCE compliance and security requirements, SFTP is deprecated via a feature toggle and is replaced with the Secure Export Agent (SEA) Cloud Storage architecture.

When the system-level feature toggle is enabled:

The Report Distribution wizard automatically hides all SFTP menus and enables a new Save report to SEA cloud storage option in your Schedule settings.

View Image
All existing SFTP-based report schedules migrate to SEA Cloud Storage automatically to ensure uninterrupted delivery.

Action Required:

No manual setup is required for the migration; however, administrators should review their report schedules after the update to confirm settings and familiarize themselves with the new SEA Cloud Storage workflow.

In this release, this feature is available on toggle — Internal Admin (per cluster).

Customer Request

UI Change

Availability

Reporting API - DX Contact State Activity

In this release, you gain full visibility into Digital Experience (DX) contact lifecycles with new activity tracking. Unlike previous versions that relied on the contact's original start date, this new API allows you to retrieve all state changes (assignments, status shifts, and so on) occurring within any 7-day window. This ensures you capture critical intraday events for digital interactions, even if they began weeks ago.

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

Action Required:

Prepare to update your Reporting workflows to leverage the new endpoints.

Customer Request

UI Change

Availability

Studio

Expand Action Properties to View Long Strings

Previously, when an action property contained a large string, such as the Body property of the EMAIL action, you could not see the entire value. The contents of the field were truncated in the Property panel view. In this release, you can hover the cursor over the field to see a tooltip containing the entire property value. You can also click an expand button that will open a text editing window, where you can view or edit the property value.

To see this change, open a script in Studio and view the properties of its actions.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

Snippet Debugger View and Copy Variable Values

Previously, the snippet debugger did not allow you to copy the value of variables. If the value was long, you could not see the entire value. In this release, you can hover your cursor to see the whole variable contents in a tooltip and copy a variable's value to the clipboard.

To see this change, open a script with a SNIPPET action, launch the snippet editor, then open and start the snippet debugger.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

Support for Type Ahead Menus for Long Lists

Previously, for drop-downs that allow you to select from a list of named objects, such as agents, Studio loaded the entire list. These lists appeared in Studio action properties. When there were a large number of entities in the list, loading the list took a long time.

In this release, the drop-down displays the first 200 of the total number of entities. This ensures that when there are a large number of these objects, the lists load quickly and the script editing interface remains responsive. The drop-down shows you the total number of entities.

You can search these lists. The drop-down shows you the number of items that match your search and the total number it contains. For example, 200 of 1000. These numbers update as you change the search term and the matching number of items decreases. For example, if you search for John it may show that there are 450 matching agents. If you change the search term to Johnson, may update to show there are 17 matching agents.

You can see this change by opening a script with an action such as REQAGENT, then view the Target Agent field on the Property pane. This change affects any action with properties that contain large lists.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

Trace Page Header for Multiple Traces

Previously, when you started multiple traces on the same script, they appeared in a single window, but to detach the trace from contact or end the contact, you needed to open each script. In this release, the options for these actions are available in the header of this window. This allows you to take those actions on scripts listed in the window without having to open each script.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

Annotation Action Improvements

Previously, you could resize the text field of the ANNOTATION action on the script canvas. In this release, this has been improved. The text field has more obvious borders on the canvas and it is more obvious that you're able to resize it.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

API Action Shape, Renaming, and Organization

Previously, the API actions were listed in alphabetical order by name on the API Actions palette. In this release, the actions are grouped into categories to match those on the NiCE CXone developer portal Icon of a square with an arrow point from the center through the top right corner. . Additionally, actions have been renamed to match the corresponding API on the developer portal. These changes make it easier to find the corresponding API documentation.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

Filtering for Digital Script Trace Requests

Previously, you could filter traces using the ANI and DNIS fields. This didn't work for digital scripts, because digital interactions don't have this information, which is related to phone numbers. In this release, you ANI and DNIS have been changed to To and From. You can now filter trace requests for digital scripts. This makes it easier to isolate and analyze specific digital interactions.

This feature will be available later in the release cycle.When it's available, you can see it by going to Studio, opening a script, and starting a trace on a live contact.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

ADDCFR Action No Longer Available

The ADDCFR action has been removed from Desktop Studio. If you use this action in your scripts, you will need to update them. If this action is in your scripts, an error is logged when it runs, but the script will continue to execute.

You can assign and unassign skills to all agents within a team in a single action from the Focused View, Skill tab. When assigning a skill, you can set a custom proficiency value (1 to 20) instead of the default value (3) to apply to all agents in the Team at once.

Customer Request

UI Change

Availability

Screen Assist Enhancements

Screen Assist, introduced in the previous release, enables you to place contextual coaching notes on an agent's screen during live screen monitoring sessions. The agent seew a blue dot where the comment has been placed.

Building on this, you can now show or hide Screen Assist notes from the agent using a new Show/Hide menu on the supervisor toolbar. This lets you temporarily remove notes from the agent's view and restore them as needed to give you more control on your assist session, making the coaching process fully reversible.

All hidden and restored notes are still be captured in the session audit report.

To use Screen Assist, you must have Recording Management (CXone) Advanced license enabled for your tenant and the Screen Recording Advanced license.

Customer Request

UI Change

Availability

Change Agent Next State for Working Agents

You can change the next state of agents who are currently handling contacts from both the Overall View and the Focused View. When you select a new state for a working agent, the system sets it as the agent's next state. The agent automatically transitions to the chosen state once they complete their current contact.

This feature uses the existing Change Agent State permission. No new permission is needed.

Customer Request

UI Change

Availability

Test Suite

Improved Visibility and Streamlined User Experience

In this release, the Test Suite receives several usability and transparency enhancements designed to make testing workflows more efficient and easier to understand. You can view additional metadata directly within the Test Suite, including the LLM profile and model used during analysis. This provides greater transparency into test execution and eliminates the need to navigate to multiple areas of the application to find key configuration details.

As part of this redesign, product documentation and screenshots will be updated to reflect the new user interface.

Customer Request

UI Change

Availability

Multi-Language Support for Test Suite

In this release, the Test Suite supports multiple user interface languages, allowing users to perform testing and evaluation activities in their preferred language. You can:

Navigate the Test Suite using a supported language of your choice.
Access testing, evaluation, and analysis capabilities through a localized user interface.
Provide a more consistent experience for distributed teams working across different regions and languages.

Support for Custom Color Activity Codes Across Agent, Time Off, Admin, and Mobile

In version 26.3 and later, custom color codes that you assign to activity codes in Scheduling are consistently displayed across additional areas of the product. You can visually distinguish between multiple activity codes of the same type, such as Open, Busy, On Call, Out of Office, and Break, and identify them immediately without hovering over each activity.

Previously, custom colors assigned to activity codes were only supported in Scheduling. When you navigated to other pages such as My Zone, Time Off, or Admin, all activity codes of the same type appeared in the same default color. To identify a specific activity, you had to hover over it and read the name.

In this release, custom color code support is extended to the following pages:

Approval Rules
Manage Requests
ACD Event Mapping
Adherence Category
Break Policies
Time Off
- Rules
- Summary
My Zone
- Schedule Request
- My Schedule
Mobile

The updated colors are reflected in page filters, activity code values in grids, and anywhere else activity codes are displayed.

This enhancement simplifies schedule management, reduces errors, and boosts efficiency for teams handling complex schedules across Agent, Time Off, Admin, and Mobile views.

Customer Request

UI Change

Availability

Advanced Intelligent Time Series Forecaster

The forecasting engine supports a new Whole Time Series forecasting method alongside the existing Day of Week method. Whole Time Series uses continuous time series data to generate forecasts, delivering more accurate predictions by preserving data continuity. It uses a single model per predicted skill, simplifying model management and troubleshooting.

Previously, the forecasting engine splits historical data by day of the week and builds separate models for each day. This disrupted data continuity and limited the ability to capture seasonal trends.

In this release, a new Whole Time Series forecasting option is available alongside the existing Day of Week method. The engine automatically evaluates all supported models and selects the best one based on Mean Absolute Percentage Error (MAPE). You can also manually select a model. The supported models include:

Box-Jenkins ARIMA
Curve Fitting
Exponential Smoothing
Additive Triple Exponential Smoothing
Multiplicative Triple Exponential Smoothing

All forecasting jobs, both new and existing, default to Day of Week forecasting. To use Whole Time Series, select it as the forecasting method when creating the job. You can switch between the two methods until a forecast becomes active. Once a forecast is active, the forecasting method cannot be changed.

This enhancement improves forecast accuracy, simplifies model management, and supports additional models and forecasting methods in the future.

Customer Request

UI Change

Availability

Align Staffing Volume and AHT to Forecast Values

In Step 5 (Post-staffing), Intraday Manager, and Schedule Manager, you see staffing results that stay aligned with your original forecasted Volume and AHT. This helps you trust what you see in post-staffing and intraday views and make planning decisions with a single, consistent set of numbers.

Previously, Step 5 showed Volume and AHT based on simulated values instead of the forecast from Step 3. Due to spillover, where calls crossed into the next interval, the simulated totals deviated from the forecast, causing mismatched numbers across steps and downstream views.

In this release, two new data fields are available in Step 5 of the forecast job, fixing an issue where Volume and AHT previously reflected staffing solution values rather than the original forecast:

Forecast Volume and AHT: Displays the forecast volume and AHT generated in Step 3 of the forecast job. This is the true forecast demand.
Simulated Volume and AHT: Displays the volume and AHT generated as a by-product of the Step 5 staffing simulation, giving you visibility into the data behind your Required Agents output.

Forecast Volume and AHT now flow to downstream modules — Intraday Manager, Schedule Manager, and the Intraday Report — giving you accurate, traceable forecast data that simplifies reconciliation and improves confidence in staffing outputs.

The staffing calculator itself remains unchanged.

Customer Request

UI Change

Availability

WFM Copilot – Post-Shift Adherence Q&A (v1)

The WFM Copilot panel in Intraday Manager now supports a curated set of 13 validated questions, enabling you to analyze post-shift adherence and skill performance directly from a conversational interface, without switching between reports, exports, or spreadsheets.

Previously, WFM managers pieced together adherence insights from multiple reports, manual filtering, and data exports to identify adherence issues, repeat offenders, and coaching opportunities.

In this release, the Copilot panel supports 13 production-ready questions covering the most common post-shift analysis topics. You can ask questions such as:

Which agents had adherence issues last quarter?
Which agents had adherence below 85% on the most days last quarter?
Which agents had the longest single adherence deviation?
Which agents were out of adherence for more than 5 minutes?
Which actual states caused the most out-of-adherence time last quarter?
Which agents had the most out-of-adherence time in a specific state?
What were the top out-of-adherence activities for a specific agent?
Which skills underperformed their SLA/ASA targets by more than 5%?

Responses are generated from historical data and rendered as text, lists, or grids within the panel. All responses respect your organizational unit, team, and agent-group permissions.

This release covers post-shift and retrospective analysis only. Real-time adherence questions will be addressed in a future release.

Customer Request

UI Change

Availability

Improved Time-Off Accuracy with Updated Calculation Logic

Starting with the 26.3 release, your time-off balance is deducted based on the actual duration of the time-off activity on your published schedule. This change helps ensure that your balance accurately reflects the time you take off, especially if you work extended or non-standard shifts.

Previously, time-off deductions were capped by the FTE value defined in the Time Off Rule. For example, if an agent had a 10-hour shift but the FTE value was set to 8 hours, only 8 hours were deducted from the balance. This discrepancy allowed agents to exceed their earned time-off hours without it being reflected in the balance.

In this release, the following changes apply:

Hours deduction: The system deducts the exact duration of the scheduled time-off activity from your balance. The deduction is based on your published schedule and excludes non-working activities.
Days calculation: Day calculations continue to use the FTE value or Max Daily Rule. However, day values are no longer capped at 1. For example, a 10-hour shift with an 8-hour FTE is calculated as 1.25 days.
Past dates unaffected: Changes to the FTE value or Max Daily Rule apply only to future calculations. Previously calculated balances and historical records remain unchanged.
UI update: The Shift Length for Time Off setting is renamed to Shift Length for Time Off Calculations.

This enhancement helps ensure that your time-off balance accurately reflects the actual time off you take.

Customer Request

UI Change

Availability

View Updated Forecast Data in the Intraday Report

Adjusted forecast data from Step 3 and Step 4 now automatically reflects in the Intraday Report without requiring schedule regeneration.

Previously, forecast adjustments made in Steps 3 and 4 were propagated to Schedule Manager and Intraday Manager without regenerating schedules, but the Intraday Report continued to display the original forecast data until schedules were regenerated.

In this release, any adjustments made in Step 3 or Step 4 of the Forecast workflow automatically propagate to the Intraday Report once saved in Step 5. The supported adjustments include:

Step 3:

Changes to Volume and AHT

Step 4:

Skill Allocation
Shrinkage Level
Service Level
ASA
Maximum Occupancy
Deferrable Work SLA
Exclude Scheduling Unit
Real-time Simultaneous Handling
Deferrable Simultaneous Handling

These adjustments update the staffing requirements, forecast volume, and forecast AHT displayed in the Intraday Report.

Only future intervals from the time of the forecast update are refreshed. Historical interval data remains unchanged.

Customer Request

UI Change

Availability

NiCE CXone WFM Support for Up to 10K Tenant Size

NiCE CXone Workforce Management now supports tenants with up to 10,000 agents, enabling large-scale enterprise contact centers to operate seamlessly across all WFM components.

WFM is certified to support this scale. Updated scaling guidelines are also introduced to help you plan and optimize usage effectively.

Customer Request

UI Change

Availability

Schedule Generation Support Skill levels by Proficiencies

Skill levels are a core tool for WFM managers and supervisors to manage skill groups and work volume distribution. By assigning proficiency scores to agents across WEM skills, teams can prioritize or reserve agent capacity for specific queues, ensuring the right agents are scheduled for the right work at the right time.

Previously, proficiency scores could be assigned to an employee's WEM skills within the platform, ensuring alignment between the WFM system and the ACD platform. The ACD relied on these proficiency scores for contact distribution during simulation, but they did not influence how schedules were generated. Agents with higher proficiency scores were not preferentially scheduled over lower-scoring peers.

In this release, agent proficiency scores drive schedule generation. When agent proficiencies are enabled for WEM skills and configured under Employee Management, those scores are factored directly into schedule generation, not just simulation.

Agents with higher proficiency scores are prioritized for scheduling coverage on the corresponding skill, ensuring your highest-scoring agents are allocated first.

This enhancement improves skill-based scheduling coverage by aligning schedule outputs with the priority tiers your team has already defined, reducing manual override work.

Customer Request

UI Change

Availability

Accessibility Improvements

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

These improvements include updates across multiple areas of the application. For example, the Forecasting wizard features refreshed icons, patterns, and layout to enhance clarity. These are appearance changes only—all existing functionalities remain unchanged.

Customer Request

UI Change

Availability

NiCE CXone WFM Mobile — Updated OS Version Support

The WFM Mobile app is updating its supported operating system versions. The following OS versions are supported:

Android: 14, 15, and 16
iOS: 18 and 26

Android 17 is not supported in this release.

After the update, you must close and relaunch the mobile app to apply the changes.

Customer Request

UI Change

Availability

Release Adjustments

The Release Adjustments section describes the changes, removals, and additions made in the feature descriptions since the initial coming soon announcement for the 26.3 release.

Changed Features

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

Autopilot (Omilia) Hosted

Autopilot (Omilia) Hosted Upgrade

Autopilot (Omilia) Hosted will be upgraded to Omilia version 3.0.0.

Feedback Management

Accessibility Improvements

It was previously announced that the Feedback Management application would experience accessibility improvements. The improvements that will be experienced in this release are the first phase. Additional accessibility improvements are planned for future releases.

ACD

Telecom Route Override Updated

It was previously announced that the ACD skills bulk upload template would be modified to include the Telecom Route Override field. Instead, the system has been changed so that the value of this field is not overwritten by bulk upload changes.

Knowledge Hub

Knowledge Hub Documentation Update

Knowledge Hub documentation remains available in the NiCE CXone Help Center. Continue using the NiCE CXone Help Center to access the latest Knowledge Hub documentation.

Recording Management (CXone)

Connectivity Check Tool Enhanced for Real-Time Screen Monitoring

It was clarified that the Connectivity Check Tool works with ScreenAgent for Windows only.

Features Removed from This Release

This section describes product changes that were included in the initial coming soon announcement and have since been removed from this release. These will not be part of the 26.3 release but may be part of a future release.

Agent Workspace for Epic Healthcare EMR

CXone Agent will support integration with Epic Healthcare EMR, enabling your agents to access patient and healthcare records directly within the CXone Agent workspace.

ACD

Execution Logs for Real-Time Routing Rules

You will be able to access log files that provide details about the execution of real-time routing rules. The logs will provide you data about each time the system executes a rule to route an interaction. This will allow you to efficiently review system behavior, validate routing outcomes, and troubleshoot issues. You will be able to see:

The time the rule executed. When you expand a log, you will be able to see the full date and time of execution.
The ACD skill the rule used.
The metric the rule uses. When you expand a log, you will be able to see the condition set for the metric. You will also be able to see a graph of the metric for each time the rule has executed that day.
The status of that instance of rule execution. When you spend a log, you will be able to see more details about the status.

You will be able to search and filter the log results by ACD skill, status, and metric to find the entries you want.

Bulk Update Template for Real-Time Routing Rules Primary Skills

You will be able to manage primary agent skill assignments using a bulk update template. You will be able to upload and download the template directly from the Primary Skills section in real-time routing rules. You will be able to export current assignments to a file template and upload new assignments for up to 1,000 skills and 5,000 agents at once. This change simplifies the initial setup and management of primary skills, providing better visibility and coverage insights for your routing strategies.

Real-Time Routing Rules Performance Enhancements

Real-time routing rules engine will receive enhancements to performance and scalability. The updates will ensure that the system can process up to 25,000 active rules at the same time across the entire cluster. The system stability will be improved, allowing faster rule evaluation, even during times of high interaction volumes.

Admin

GLA Certificate Validation

We will soon improve security for Login Authenticator certificates by adding strict validation checks. The system will now only accept valid PEM‑encoded X.509 certificates that use strong encryption, such as RSA 2048-bit or higher and SHA‑256 or better. It will also check for problems like expired certificates, wrong formats, or weak encryption. If there are any issues, it will show clear error messages so they can be fixed easily. This update will help prevent security risks and make sure only safe and secure certificates are used.

Enhanced Usability for NiCE CXone Divisions

The Division Management page will soon have improvements to make it easier for administrators to organize and find resources. You will be able to sort your division list by the Parent Division column. This will give you a clearer view of your Division structure.

New filters for Division Type and Billing Code will also be available. These filters will help you quickly find what you need by enabling faster searches and better grouping of results. These changes will reduce manual work and make Division Management easier to use.

Division Support for Locations

NiCE CXone will extend Divisions to include Locations. This will let administrators link Locations to specific Divisions for better visibility and access control. You will be able to assign Division to Locations when creating them. Existing Locations will be automatically placed in the Default Division. For added security, each Location will be allowed to move only once from the Default Division to another Division.

Agent Workspace Advanced (Enhanced Customer Card)

Support for 40 Million Customer Records

The Agent Desktop and Agent Portal will soon support up to 40 million customer records within Customer Manager (Contact Manager). This enhancement will ensure that searching, filtering, and data retrieval remain efficient and reliable even at significantly higher data volumes.

Agent Workspace Premium (Desk)

Support for 40 Million Customer Records

The Agent Desktop and Agent Portal will soon support up to 40 million customer records within Customer Manager (Contact Manager). This enhancement will ensure that searching, filtering, and data retrieval remain efficient and reliable even at significantly higher data volumes.

Automated Summary (AutoSummary)

Automated Summary (AutoSummary) Support for Dialer Personal Connection Calls

Automated Summary (AutoSummary) will support Dialer Personal Connection calls in a future release.

Copilot for Agents

Automatic Form Pre-filling in AI Agents (Cognigy) Workflows

Automatic form prefilling for AI Agents (Cognigy)-authored forms will be available in a future release and will populate supported fields using available conversation context.

AI Agents (Cognigy) for Process Automation (Task Assist) Support for Engagement Hub

AI Agents (Cognigy) for Process Automation (Task Assist) will be available in Engagement Hub environments without requiring Studio in a future release.

Concurrent Workflow Execution in AI Agents (Cognigy) for Process Automation (Task Assist)

Concurrent workflow execution for AI Agents (Cognigy) for Process Automation (Task Assist) will be available in a future release, allowing agents to work across multiple workflows simultaneously.

Agent Filters for Knowledge Hub Metadata Attributes

Agent Filters will support all Knowledge Hub metadata attributes, allowing more precise knowledge filtering, in a future release.

Partial Digital Handover to AI Agent

Partial digital handover to AI Agents will be available in a future release, allowing AI Agents to handle routine tasks during digital interactions.

Copilot Simulator in AI Studio

Copilot Simulator in AI Studio will provide a built-in environment to test Copilot configurations before deployment in a future release.

Agent-Level Profile Assignments within Skills

Copilot profiles will support agent-level assignments within skills, providing more granular profile management in a future release.

Real-Time Transcript View for Engagement Hub

Copilot for Agents will support a real-time transcript view for Engagement Hub voice interactions in a future release.

Interaction Lifecycle Event Triggers in Rules

Rules will support interaction lifecycle event triggers to automate actions based on key interaction events in a future release.

Bulk Import for Decision Trees

Decision Trees will support bulk importing sections and fields from a CSV file to simplify the creation of large or complex decision trees in a future release.

Dashboard

Dashboard Global Filters

You will be able to apply Global Filters at the dashboard level to update all compatible widgets at once. Widgets without compatible filters will remain unchanged, and data will not refresh.

Report Builder for Custom Reporting

Analysts will be able to create and modify report templates, configure settings and filters, organize templates into categories, share with their team, export to Excel, PDF, or CSV, subscribe to scheduled delivery, and track all changes using Audit History.

New Voice Transfer Metrics

Two new standardized Voice transfer metrics will be available across voice channels:

Transfers
% Transfer

GenAI Prompts

AI Assist Prompt Refinement

AI Assist will support refining prompts using imported transcripts and desired output examples in a future release.

Bring Your Own LLM Model

GenAI Prompts will support Bring Your Own Model (BYO Model), allowing you to use your own language models with prompt profiles in a future release.

Multi-Region Business Continuity Plan (Business Continuity Plan)

Studio Dictionaries

Previously, when scripts were synced from the primary tenant to the secondary Multi-Region BCP tenant, they needed to be manually edited to change IDs for entities such as ACD skills. This was because the same entities have different IDs on each tenant. To ensure scripts run correctly on the Multi-Region BCP tenant, they must reference the tenant-specific IDs.

In this release, you can use Studio dictionaries to map references to entities in each tenant. This means that you no longer need to manually edit scripts on your Multi-Region BCP tenant. The system now splits scripts and files into smaller batches and process them at the same time to avoid timeouts, even for up to 50,000 items. The new approach solves this by handling work in smaller parts. It also retries failed batches automatically and show issues in the sync dashboard.

To use this feature, you must update your scripts to replace any references to specific entities, such as ACD skills, with dictionary-based references.

Outbound Engagement (SmartReach)

Textel SMS Channel Support

You will be able to use NiCE CXone digital SMS channels that use Textel as a messaging provider with Outbound Engagement (SmartReach) for outbound SMS campaigns. You will be able to run campaigns through Textel channels, automate compliance keyword responses, and manage two-way agent conversations.

Increased Contact List Capacity

To support larger scale deployments and growing customer data needs, Customer (Contact) Manager will support contact lists that can be configured for up to 40 million records.

Quality Management (CXone)

Managing large numbers of teams will become more efficient with a new dynamic search in the Evaluation view. The dropdown will use an API-driven search to help you find any team instantly by name. The system will load results in smooth batches of 250 to prevent browser lag, and a new footer notification will let you know if you need to refine your search. You will also see a clear count of your selected teams, ensuring you can always find and track the exact groups you need for evaluations.

Studio

Script Development Lifecycle Subfolders No Longer Required

You will have more flexibility in how you organize your scripts within script development workflows. You will be able to choose whether to use branch subfolders, such as the "main" subfolder currently required for the development stage. This change will simplify the workflow for organizations that do not require Git-based branching strategies, while still supporting those who do. You will only be able to configure this option during the initial setup of a script development workflow organization.

Duplicate Option Renamed to Save As

Currently, you can create a copy of a script using a menu option called Duplicate. In this release, option will be renamed to Save As. This will reduce confusion and align with the name of the same option in Desktop Studio. Additionally, the option will move to be near Save button.

voice access

WebRTC Media Redirect for VDI

Agents using Virtual Desktop Infrastructure will experience improved audio quality and reduced latency with media routing that bypasses the VDI tier. A new browser extension will help simplify multimedia handling, reduce bandwidth usage, and provide a more accessible and responsive voice experience.

Voice Biometrics Hub

Voice Biometrics Hub Available in UK sovereign cloud configurations

Voice Biometrics Hub will be available in the UK sovereign cloud configurations. This will expand the regions where you can implement voice biometric authentication using this hub application.

Voice Biometrics Option Reflects NiCE CXone Name

The option in Voice Biometrics Hub for selecting Voice Biometrics when adding a new voice biometric profile will be updated. The name listed on the button will change to NiCE CXoneVoice Biometrics.

Features Added to This Release

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

Admin

Impersonation Enhancements

API Updates

API

Admin API Updates

Feedback Management

Skip and Opt-Out History Page Enhancements

Recording Management (CXone)

Advanced ScreenAgent for Mac

Trending widget added

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