25.4 Release Notes

This page shows the products and features currently planned for the 25.4 release cycle, which begins on 29 October 2025 and ends when the next release begins, which is currently targeted for 29 January 2026. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle. Remember that you may be required to purchase a license or sign up for a controlled release (CR) program to access some of them.

Register for the 25.4 webinar.

These sessions will cover the coming features in more detail.

All new products and features are shown by default. If you want to see only products and features in your CXone Mpower system, you can clear the checkboxes to remove features you don't need from your display.

Each feature description includes a table that states whether the following details apply to it. means that the detail applies to the feature and means that the detail does not apply to the feature.

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 CXone Mpower customers or only a select group.

    • GA: The feature is generally available (GA) for all customers. Some GA features may require you to purchase a license to use it.

    • CR: The feature is available for customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your Account Representative.

  • When you can expect to see the feature in your environment.

    • On toggle— The feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when that is.
    • On deploy—The feature is immediately available when the new release deploys to your environment.

Learn about the platform requirements and FedRAMP support status for the CXone Mpower apps you use.

Global Changes

NiCE Logo Change

The NiCE logo shown throughout the CXone Mpower suite has been updated to a new logo.

Customer Request UI Change Availability GA
On deploy

Safe Mode Regional Expansion

Previously, safe mode was only available in North America. It is now available in all regions.

Customer Request UI Change Availability GA
On deploy

Global Authentication Support for External SAML 2.0 IdP-Initiated Login

Global Authentication now supports user logins initiated from a supported external SAML 2.0 Identity Provider (IdP). You can to log in to your organization's IdP and then seamlessly access the CXone Mpower platform. No additional login is required. The following IdPs are supported: 

  • Okta

  • Microsoft Azure Active Directory (Entra ID)

  • ADFS

  • Salesforce

  • Onelogin

Customer Request UI Change Availability GA
On toggle

Description Fields for Views, Login Authenticators, and Roles

Previously, description fields for views, login authenticators, and roles accepted URLs and HTML tags or scripts. In this release, these fields no longer save URLs for HTML tags or scripts.  Additionally, the ampersand character ( & ) is now represented by the character entity &. This means that ampersands are counted as five characters instead of one. Existing descriptions in these fields will not change unless they are edited. This change ensures consistent formatting across the platform.

Customer Request UI Change Availability GA
On deploy

Enable Business Continuity Plan

A new page has been added to Admin where you can enable and disable Business Continuity Plan for your CXone Mpower system. This allows you to switch between your primary and secondary tenantsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system. when necessary.

There are new permissions that must be assigned to the CXone Mpower employee profile of any user who needs the ability to enable this option. Your CXone Mpower Account Representative can also enable and disable Business Continuity Plan for you if you are unable to do so.

Customer Request UI Change Availability CR
On toggle

Data Synchronization Between Business Continuity Plan Tenants

You can set up data synchronization between your organization's primary and Business Continuity Plan tenants. Data syncs can be scheduled. You can see information about the synchronization on a new page in Admin.

In this release, the following data synchronizes: 

  • Business unit configurations: Dialing patterns

  • ACD data: ACD agent data, skills, and teams.

  • Admin data: Users and roles.

The correlation between data entities on both systems is maintained. IDs will be different on each tenant, but the synchronization service maps the ID on the primary system to the ID on the Business Continuity Plan tenant. This ensures that data is properly synchronized.

In this release, synchronization of data is one way only. Data syncs from your primary tenant to your Business Continuity Plan tenant only. Any changes made to this data in the Business Continuity Plan tenant will be lost unless the same changes are made manually in the primary tenant when use resumes.

Customer Request UI Change Availability CR
On toggle

Removed Applications and Features

Removal of Hosted Softphone Solutions

The CXone Mpower Softphone and CXone Mpower Softphone - Hosted - VDI products from CounterPath will no longer be available for use at the end of 2025. If you have not already done so, switch your agents to the Integrated Softphone solution as soon as possible.

CXone Mpower Softphone - Hosted will continue to be available for download and use for Mac and Windows machines.

Customer Request UI Change Availability GA
On deploy

Removal of Auto Attendant

Auto Attendant is no longer available. If you have not already done so, switch to CXone Mpower Attendant.

Customer Request UI Change Availability GA
On deploy

New Applications

Amazon Connect Integration with CXone Mpower

The Amazon Connect integration is now available in CXone Mpower, enabling the import of voice and screen recordings for Quality Management, Interaction Analytics, and Reporting.

This feature is available with the new Store & Forward Amazon Connect license and has a new permission enabling this functionality.

Customer Request UI Change Availability GA
On toggle

Orchestrator

Currently, Orchestrator is in a controlled release. This release marks the next step towards a robust, AI-powered orchestration layer that enables end-to-end workflow management across both contact center and back office operations.

Orchestrator allows organizations to analyze, unify, optimize, and automate business processes across departments. Unlike traditional RPA tools or short-lived AI agents, Orchestrator supports long-running workflows and provides a centralized command layer for managing tasks and customer journeys.

With this release:

  • You can now access a centralized workspace to build and visualize workflows.

  • You're now able to use additional branching and triggering options in the low-code Workflow Designer.

  • You can now manage basic connectors and extended custom variables.

Customer Request UI Change Availability CR
On toggle

Test Suite

In this release, you will use the Test Suite application available in AI Studio to significantly enhance your ability to deploy AI solutions with confidence. As a contact center admin, you will validate ingested knowledge prior to deployment, addressing the challenge of not being able to view or verify the content pulled into your AI profiles. This application will allow you to preview ingested knowledge, identify potential gaps or inaccuracies, and make necessary corrections directly within your knowledge source—ensuring alignment with your future knowledge base, Copilot configuration, or GenAI prompt customization before your AI goes live.

Rather than relying on live calls to test AI responses, a process that is both time consuming and prone to error, you will be able to upload a set of queries with or without responses to simulate user interactions. This will allow for rapid, iterative testing across a wide range of knowledge questions, ensuring that your Copilot references the correct information from the outset.

As a result, you will experience faster deployment cycles, improved response accuracy, and greater confidence in the performance of your AI assistants. You will be able to follow a structured workflow within the Test Suite to validate and refine your Copilot or GenAI Prompt Editor profiles before deployment:

  • Upload Input Data: You will begin by adding sample questions or phrases that reflect real user scenarios.

  • Analyze Results: The system will generate performance scores, allowing you to assess how your prompts respond to the input.

  • Review Chunks and Scores: You will gain visibility into the knowledge chunks used and their associated scores, helping you understand what worked well and what needs improvement.

  • Tune Settings: Based on the analysis, you will be able to adjust prompt behavior to better align with your desired outcomes.

  • Edit Profiles: You will then update your Copilot or GenAI Prompt Editor profiles using the insights gathered during testing.

  • Create Knowledge Base Articles: If gaps in knowledge are identified during testing, you will have the option to create new knowledge base articles directly from the Test Suite.

This application will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Cognigy AI

We are excited to introduce NiCE Cognigy AI, delivering leading conversational and agentic AI for enterprise-grade AI agents, with capabilities including:

  • Designing virtual agents that engage in natural conversations using advanced Natural Language Understanding (NLU) and support for multi-step dialogues.

  • Engaging customers across channels like web chat, messaging apps, and voice platforms.

  • Building virtual agents and workflows with intuitive drag-and-drop, low-code/no-code tools.

  • Connecting seamlessly to existing systems such as CRM, ERP, ticketing, and analytics platforms.

  • Automating routine tasks like answering FAQs and handling transactional processes.

  • Scaling confidently with enterprise-grade security and reliability.

  • Measuring and improving performance through conversation metrics and customer sentiment analysis.

This application will be available later in the release cycle.

Customer Request

UI Change

Availability GA
On deploy

ACD

Advanced File Scan

The file upload service lets you upload files for branding profiles and such. It scans the files and prevents malicious files from being uploaded. Previously, the file size limit was 20 MB. In this release, the limit is increased to 100MB for those who have enabled the advanced file scan feature.

To enable advanced file scan, contact your CXone Mpower Account Representative.

Customer Request UI Change Availability CR
On toggle

ACD Routing

Manually Selected Contacts Included in Contact Count

Previously, when an agent manually selected a digitalClosed Any channel, contact, or skill associated with Digital Experience.contactClosed The person interacting with an agent, IVR, or bot in your contact center. to handle, it wasn't added to their total contact count. In this release, manually selected digital contacts are included in the agent's total contact count. The agent can also manually select digital contacts even after their threshold has been met. However, they don't receive new contacts until they are below their contact count.

This change provides a more accurate count of how many contacts agents handle and helps prevent them from being incorrectly marked as below threshold.

Customer Request UI Change Availability GA
On toggle

Actions

French Language Support

In this release, you can use Actions in French, including major dialects such as European French and Canadian French, alongside existing support for English and Brazilian Portuguese. You can:

Knowledge generation is not available for French language due to dependencies on Interaction Analytics (IA) and Customer Satisfaction (CSAT) scores, which are currently calculated only for English transcripts. If you are using French, the system hides unsupported features to avoid confusion.

To access French support, simply change your browser language settings and Actions adapts accordingly.

Customer Request UI Change Availability GA
On deploy

Third Party Automatic Call Distributor (ACD) Support in Actions

In this release, Actions supports third-party telephony systems such as Avaya, Cisco, or Genesys, even if your contact center does not use CXone Mpower. You can ask natural language questions, view performance insights, and use features like anomaly detection and benchmarking based on the data available to your system. Actions automatically hides questions and metrics that do not apply to your setup.

Core Actions functionalities are supported for multi-ACD tenants, including:

  • All core Actions functionalities

  • Natural language insights

  • Anomaly detection (requires IA license)

  • Knowledge Generation (requires IA license)

However, there are limitations when not using CXone Mpower ACD:

You can still use the Actions interface even if your customers have their own telephony system and not CXone Mpower ACD. All Actions functionalities will work except for:

  • Asking questions on ACD metrics.

  • Anomaly detection on Average Handle Time (AHT), After-Call Work (ACW), and Total Contacts Handled

If the tenant has the Third-party telephony providers checkbox checked, then Actions behavior follows the limitations and capabilities described above.

Multi-ACD tenants are identified through the recording license feature.

Customer Request UI Change Availability GA
On deploy

Natural Language Insights for Supervisor and Interaction Analytics (IA) Metrics

In this release, you can ask natural language questions about Supervisor metrics and additional Interaction Analytics (IA) metrics directly in Actions. You can ask questions like, “Show me top 10 supervisors that had the most monitoring sessions last month?” or “Show me the top-level intent topics based on volume?” and get instant insights. You can also ask about IA metrics such as intentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. categories, topics, and actions only if your tenant has the appropriate license. Specifically:

  • To ask questions related to intent categories, intent topics, and actions, you must have either an IA Advanced or IA Premium license.

  • To access monitoring and intervention metrics, the Copilot for Supervisors license is required.

Actions automatically shows only the data that is relevant and available based on your setup.

Customer Request UI Change Availability GA
On toggle

Automation Opportunity

In this release, Actions will introduce a new feature called Automation Opportunity. This tool will help you identify intents with the strong potential for automation by analyzing past interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. It will detect repetitive tasks, common issues, and agent behaviors uncovering high-impact areas for automation. The Automation Opportunity section will highlight where automation could save time, reduce costs, and improve consistency. You will also see forecasts showing which IntentsClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. (Subtopics) are the best candidates for automation over the next 12 months.

As part of this release, the Automation Opportunity feature will include:

This feature will be available only to tenants with an IA Advanced or IA Premium license.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On toggle

Business Impact View for Copilot

In this release, you can access the Business Impact view for Copilot, a quick, click-accessible view of key metrics like After Call WorkClosed State that allows an agent to complete work requirements after finishing an interaction. (ACW) and Average Handle TimeClosed Average Handle Time is the average amount of time an agent spent handling an interaction. (AHT). Separate from the main Observability Dashboard, it offers its own date range and filters, allowing you to select up to five skills, teams, or agent names, whether or not they are assigned to Copilot. Graphs are updated dynamically based on your selections, and you can compare teams with and without Copilot to track performance trends.

Customer Request UI Change Availability GA
On deploy

Improved Handling of Empty Actual Summaries in AutoSummary

In this release, whenever an actual summary is missing, you see the label Actual summary not saved by agent instead of the previous Ignore label. This update appears in the adherence graphs, the AutoSummary widget, and the average adherence calculations. Summaries marked as unavailable are excluded from average calculations, ensuring more accurate adherence data. For example, if only two out of three summaries are valid, your average is based on those two available summaries; if all are missing, you see the new label instead of a percentage.

Customer Request UI Change Availability GA
On deploy

Observability Dashboard Support for ACD and Non-ACD Clients

In this release, the Observability Dashboard supports new Copilot features for Engagement Hub, helping you monitor how these features perform across different client types. If you are working with CXone Mpower ACD clients, you see data for auto-generated summaries, team, and skill details. For non-CXone Mpower ACD clients, you do not have access to team and skill data, and these features are hidden. Additionally, if a tenant has both ACD and non-ACD applications, only ACD data is shown in the Observability Dashboard.

Customer Request UI Change Availability GA
On deploy

Real-Time Interface (RTI) Powered Data in Observability Dashboard

In this release, the Team, Skill, and Agent data is directly pulled from Copilot instead of the Data Lake, eliminating previous workarounds and reducing latency for auto summaries from up to four hours to approximately 15 minutes. As a result, the Observability Dashboard sources data directly from the RTI to display Actual Summaries, Team, Skill, and Agent information.

As part of this enhancement, agent IDs are replaced with agent names in both auto summary and generative response sections. Team, skill, and agent name information is now consistently available in generative response section.

Customer Request UI Change Availability GA
On deploy

Mpower Agent Metrics in Observability Dashboard

In this release, the Observability Dashboardsupports new widgets and metrics for the Mpower Agent (formerly Task Assist) experience. Mpower Agent is a new feature in Copilot that enables agents to execute suggested tasks. The dashboard provides analytics on task suggestions, executions, and rejections, with drill-down capabilities by action, bot, agent, skill, team, and other dimensions. These analytics include execution rates, success rates, and detailed task-level data, supporting customer analysis of agent task adoption and effectiveness.

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

Customer Request UI Change Availability GA
On deploy

Enhanced Observability Copilot with Dynamic Category and Intents Management

In this release, you manage knowledge base categories and AutoSummary intents and explore Observability Dashboard data more intuitively, all through an enhanced Copilot experience. You add, remove, rename, or update categories and intents directly in the dashboard, through Copilot by using natural language commands. The system suggests categories based on your industry or provide a default list if no match is found. Depending on the update, some changes apply to past answers, while others affect only new ones.

With Observability Copilot, you ask questions about your dashboard data, receive actionable insights, and perform actions all in natural language. You also understand category distribution, and assess query quality, making it easier to manage and analyze your knowledge base in one place.

Customer Request UI Change Availability GA
On deploy

 

Admin

Employee Template Support for Bulk Upload

You can now apply employee templates using bulk upload features. Templates help you quickly create employee profiles by filling in default settings. Just like in the CXone Mpower UI, profile settings override template settings. So, bulk upload can fill in blank fields but won't change fields that already have values.

Customer Request UI Change Availability GA
On toggle

Employee Template Support for SCIM

You can now apply employee templates through SCIM when creating users from your identity provider (IdP). SCIM v2-compliant apps like Okta let you create, update, and deactivate CXone Mpower users. As with templates applied in the UI, profile settings override the template settings. SCIM can fill in blank fields but won't overwrite existing values.

Customer Request UI Change Availability GA
On toggle

Tenant Synchronization for Disaster Recovery

You can set up a backup disaster recovery tenant. This lets your business continue to function during service disruptions like unexpected disasters or planned maintenance. You can also synchronize data from your primary tenant to your secondary tenant, which you can sync on a daily basis. This ensures that your backup tenant is always up to date with your latest data and ready for an emergency.

Customer Request UI Change Availability CR
On deploy

Secondary Assignments Displayed in Role Profile

Previously, to see if a role was assigned to any employees as a secondary role, you had to check each employee profile one by one. This made the process for deactivating a role time-consuming, since you needed to first remove it from all employees as both a primary and secondary role. In this release, you can now see which employees have a role as either a primary or secondary assignment directly in the role profile. You can also remove secondary role assignments from a user in the role profile as well. This makes it easier to manage and deactivate roles.

Customer Request UI Change Availability GA
On toggle

Ability to Remove Data from a Field Using Bulk Upload

Premium you could only add values to empty fields or change the value of existing fields when bulk uploading records. In this release, you can also remove values from optional fields.

Customer Request UI Change Availability GA
On toggle

10 Views per Employee in Bulk Upload

You can now assign up to 10 views to an employee using bulk upload. This matches the limit already available in the Admin UI.

Customer Request UI Change Availability GA
On toggle

Agent

Version 25.4-Agent is being deployed with the 25.3.4 cumulative update. Any features marked as on deploy below are available when 25.3.4 begins deploying on 26 October 2025. However, any features marked as on toggle are available with the 25.4 feature toggles.

Desk

Desk is now available in Agent. It provides agents with a unified, omnichannel workspace. It brings together customer interactions, data, and workflows into a single, seamless interface, giving agents what they need to deliver faster, smarter, and more personalized support. Desk appears directly within the agent application.

Desk contains the following features:

  • Unified Customer Profile and Interaction History: View important customer information and interactions across voice and digital channels in one place for complete context.

  • Enhanced Agent Experience: Personalize the desktop with customer data, notes, interaction history, and embedded workflows for greater efficiency.

  • Tasks & Reminders: Stay on top of follow-ups with built-in task management. Create, assign, and track tasks or set reminders directly within Desk.

  • Ticketing: Create, manage, and resolve tickets directly within Desk. Also, configure rules and queues for tickets.

  • Scripting: Build agent scripts with real-time context and automated workflows.

  • Accounts: Manage and organize accounts in a centralized view, enabling agents to quickly access related interactions, customers, tickets, and tasks by account.

Desk requires the purchase of an additional license.

Customer Request UI Change Availability CR
On deploy

Real-Time Transcription

Agents can now view speech-to-textClosed Also called STT, this process converts spoken language to text. transcriptionsClosed Written form of all or part of a voice or digital interaction. of calls in real time. They appear in the Interaction Space. This helps when the contact's speech is difficult to understand. Only one page of transcription is shown; agents cannot scroll up to see older utterancesClosed What a contact says or types.. This is only available for one-on-one agent-to-contactClosed The person interacting with an agent, IVR, or bot in your contact center. calls.

For configuration details, select the Transcription filter on the top right.

Customer Request UI Change Availability CR
On toggle

Enhanced Customer Card Generally Available

Previously, Enhanced Customer Card was in controlled release. It is now generally available.

Enhanced Customer Card (ECC) provides customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that helps agents handle interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. When enabled, Enhanced Customer Card displaces Customer Cardicon: a person next to a document..

ECC contains the following features:

Customer Request UI Change Availability GA
On deploy

CXone Mpower Voice Biometrics

CXone Mpower Voice Biometrics is now available for Agent. It provides voice biometric authentication. During interactions, a separate window opens. Agents can use the new window to handle voice biometric enrollment and authentication.

For more details, select the Voice Biometrics Hub filter on the right.

Customer Request UI Change Availability CR
On deploy

Load Previous and Next Interactions

Agents can now load and view previous interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. with the same contactClosed The person interacting with an agent, IVR, or bot in your contact center. on the same digital point of contact. Previously, this was only available for chat. It is now available for all private digital channels, including email. The following options appear in the Interaction Space:

In the Previous Contact and Next Contact options, contact means a conversation with an agent. In the online help, we use the term interaction for this same meaning.

To avoid confusion, the View Recent Messages option in the Interaction Space is replaced with a down arrow Icon of a blue down arrow inside a light blue box.. This arrow jumps to the most recent messages in the same interaction. For email, an up arrow Icon of a blue up arrow inside a light blue box. jumps to the oldest messages in the thread.

Customer Request UI Change Availability GA
On deploy

Enhancements to the CRM Integration Experience

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

Accessibility Improvements

The following enhancements have been made to improve accessibility in Agent:

  • Improved field labels

  • More detailed icon alt text

  • Improved page component announcements for the Information tab in Settings icon of a gear.

  • Better color contrast ratios for text

  • Improved focus outlines for keyboard navigation

  • New bypass block to quickly skip to main content using keyboard navigation

  • Move Up Icon of a black up arrow in a box with a light grey border. and Move Down Icon of a black down arrow in a box with a light grey border. arrows for reordering search result columns using keyboard navigation

  • JAWS and NVDA screen reader testing and verification

  • Dragon voice command testing and verification

Customer Request UI Change Availability GA
On deploy

Save & Redial from Outcome Window

The option to Save & Redial is now available in the Outcome panel for calls. Agents can save the Disposition and Disposition Notes, then redial the contactClosed The person interacting with an agent, IVR, or bot in your contact center. from the same window. This allows agents to quickly reconnect with contacts when calls are interrupted.

Customer Request UI Change Availability GA
On toggle

Skill Name in Interaction Notifications

Previously, Incoming Interaction pop-up notifications showed the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. ID number. In this release, they show the skill name instead. This helps agents understand what type of work they're assigned.

Customer Request UI Change Availability GA
On deploy

New Region: South Africa

Agent is now available in South Africa.

Customer Request UI Change Availability GA
On deploy

Emergency Calling Disclaimer

A disclaimer is added to the bottom of the launch screen. It advises, "For an optimal emergency calling experience, an accurate address should be on file in the system for all agents."

Customer Request UI Change Availability GA
On deploy

Agent Assist Hub

New Regional Availability

Agent Assist Hub is now available in South Africa.

Customer Request UI Change Availability GA
On deploy

Agent Embedded

Version 25.4-Agent is being deployed with the 25.3.4 cumulative update. Any features marked as on deploy below are available when 25.3.4 begins deploying on 26 October 2025. However, any features marked as on toggle are available with the 25.4 feature toggles.

Agent Embedded for Microsoft Dynamics

Context Switching and Session Indicators

One-way context switching is now available in Agent Embedded for Microsoft Dynamics. When agents open a session in Microsoft Dynamics, the matching interaction opens in Agent Embedded.

Session indicators are available for the other direction. When agents open an interaction in Agent Embedded, a blue dot appears next to the matching Microsoft Dynamics session.

These features apply to both voice and digitalClosed Any channel, contact, or skill associated with Digital Experience. interactions. They only work in Microsoft Dynamics CIF v2.0.

Customer Request UI Change Availability GA
On deploy

Agent Embedded for Salesforce

Enhancements to Relate Records

The following changes have been made to the relate records functionality in Agent for Salesforce:

  • Relate Person Accounts: Agents can now relate person accounts Box with arrow indicating navigation to external site..

  • Relate Custom Records: Agents can now relate custom records. They appear in the Relates To field. You need to configure the custom record Box with arrow indicating navigation to external site. for this.

  • Relates To Disabled When Name Contains Lead: When the Name field contains a lead, Relates To is set to None. It is not editable. This prevents data memorialization issues.

Customer Request UI Change Availability GA
On deploy

Reuse Salesforce Agent Screen Pop Scripts

If you already have a flow screen pop script for Salesforce Agent (SFA), you can now reuse its SNIPPET when configuring flow screen pops for CXone Mpower Agent for Salesforce.

Customer Request UI Change Availability GA
On deploy

Agent Embedded for All CRMs

Desk

Desk is now available in Agent Embedded. It provides agents with a unified, omnichannel workspace. It brings together customer interactions, data, and workflows into a single, seamless interface, giving agents what they need to deliver faster, smarter, and more personalized support. Desk appears directly within the agent application.

Desk contains the following features:

  • Unified Customer Profile and Interaction History: View important customer information and interactions across voice and digital channels in one place for complete context.

  • Enhanced Agent Experience: Personalize the desktop with customer data, notes, interaction history, and embedded workflows for greater efficiency.

  • Tasks & Reminders: Stay on top of follow-ups with built-in task management. Create, assign, and track tasks or set reminders directly within Desk.

  • Ticketing: Create, manage, and resolve tickets directly within Desk. Also, configure rules and queues for tickets.

  • Scripting: Build agent scripts with real-time context and automated workflows.

  • Accounts: Manage and organize accounts in a centralized view, enabling agents to quickly access related interactions, customers, tickets, and tasks by account.

Desk requires the purchase of an additional license.

Customer Request UI Change Availability CR
On deploy

Real-Time Transcription

Agents can now view speech-to-textClosed Also called STT, this process converts spoken language to text. transcriptionsClosed Written form of all or part of a voice or digital interaction. of calls in real time. This helps when the contact's speech is difficult to understand. Only one page of transcription is shown; agents cannot scroll up to see older utterancesClosed What a contact says or types.. This is only available for one-on-one agent-to-contactClosed The person interacting with an agent, IVR, or bot in your contact center. calls.

For configuration details, select the Transcription filter on the top right.

Customer Request UI Change Availability CR
On toggle

Enhanced Customer Card Generally Available

Previously, Enhanced Customer Card was in controlled release. It is now generally available.

Enhanced Customer Card (ECC) provides customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that helps agents handle interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. When enabled, Enhanced Customer Card displaces Customer Cardicon: a person next to a document..

ECC contains the following features:

Customer Request UI Change Availability GA
On deploy

Load Previous and Next Interactions

Agents can now load and view previous interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. with the same contactClosed The person interacting with an agent, IVR, or bot in your contact center. on the same digital point of contact. Previously, this was only available for chat. It is now available for all private digital channels, including email. The following options appear:

In the Previous Contact and Next Contact options, contact means a conversation with an agent. In the online help, we use the term interaction for this same meaning.

To avoid confusion, the View Recent Messages option is replaced with a down arrow Icon of a blue down arrow inside a light blue box.. This arrow jumps to the most recent messages in the same interaction. For email, an up arrow Icon of a blue up arrow inside a light blue box. jumps to the oldest messages in the thread.

Customer Request UI Change Availability GA
On deploy

Enhancements to the CRM Integration Experience

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

Accessibility Improvements

The following enhancements have been made to improve accessibility in Agent Embedded:

  • Improved field labels

  • More detailed icon alt text

  • Improved page component announcements for the Information tab in Settings icon of a gear.

  • Better color contrast ratios for text

  • Improved focus outlines for keyboard navigation

  • New bypass block to quickly skip to main content using keyboard navigation

  • Move Up Icon of a black up arrow in a box with a light grey border. and Move Down Icon of a black down arrow in a box with a light grey border. arrows for reordering search result columns using keyboard navigation

  • JAWS and NVDA screen reader testing and verification

  • Dragon voice command testing and verification

Customer Request UI Change Availability GA
On deploy

Save & Redial from Outcome Window

The option to Save & Redial is now available in the Outcome panel for calls. Agents can save the Disposition and Disposition Notes, then redial the contactClosed The person interacting with an agent, IVR, or bot in your contact center. from the same window. This allows agents to quickly reconnect with contacts when calls are interrupted.

Customer Request UI Change Availability GA
On toggle

Skill Name in Interaction Notifications

Previously, Incoming Interaction pop-up notifications showed the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. ID number. In this release, they show the skill name instead. This helps agents understand what type of work they're assigned.

Customer Request UI Change Availability GA
On deploy

New Region: South Africa

Agent Embedded is now available in South Africa.

Customer Request UI Change Availability GA
On deploy

Emergency Calling Disclaimer

A disclaimer is added to the bottom of the launch screen. It advises, "For an optimal emergency calling experience, an accurate address should be on file in the system for all agents."

Customer Request UI Change Availability GA
On deploy

Agent for Microsoft Teams

Version 25.4-Agent is being deployed with the 25.3.4 cumulative update. Any features marked as on deploy below are available when 25.3.4 begins deploying on 26 October 2025. However, any features marked as on toggle are available with the 25.4 feature toggles.

Desk

Desk is now available in Agent for Microsoft Teams. It provides agents with a unified, omnichannel workspace. It brings together customer interactions, data, and workflows into a single, seamless interface, giving agents what they need to deliver faster, smarter, and more personalized support. Desk appears directly within the agent application.

Desk contains the following features:

  • Unified Customer Profile and Interaction History: View important customer information and interactions across voice and digital channels in one place for complete context.

  • Enhanced Agent Experience: Personalize the desktop with customer data, notes, interaction history, and embedded workflows for greater efficiency.

  • Tasks & Reminders: Stay on top of follow-ups with built-in task management. Create, assign, and track tasks or set reminders directly within Desk.

  • Ticketing: Create, manage, and resolve tickets directly within Desk. Also, configure rules and queues for tickets.

  • Scripting: Build agent scripts with real-time context and automated workflows.

  • Accounts: Manage and organize accounts in a centralized view, enabling agents to quickly access related interactions, customers, tickets, and tasks by account.

Desk requires the purchase of an additional license.

Customer Request UI Change Availability CR
On deploy

Real-Time Transcription

Agents can now view speech-to-textClosed Also called STT, this process converts spoken language to text. transcriptionsClosed Written form of all or part of a voice or digital interaction. of calls in real time. They appear in the Interaction Space. This helps when the contact's speech is difficult to understand. Only one page of transcription is shown; agents cannot scroll up to see older utterancesClosed What a contact says or types.. This is only available for one-on-one agent-to-contactClosed The person interacting with an agent, IVR, or bot in your contact center. calls.

For configuration details, select the Transcription filter on the top right.

Customer Request UI Change Availability CR
On toggle

Enhanced Customer Card Generally Available

Previously, Enhanced Customer Card was in controlled release. It is now generally available.

Enhanced Customer Card (ECC) provides customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that helps agents handle interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. When enabled, Enhanced Customer Card displaces Customer Cardicon: a person next to a document..

ECC contains the following features:

Customer Request UI Change Availability GA
On deploy

Load Previous and Next Interactions

Agents can now load and view previous interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. with the same contactClosed The person interacting with an agent, IVR, or bot in your contact center. on the same digital point of contact. Previously, this was only available for chat. It is now available for all private digital channels, including email. The following options appear in the Interaction Space:

In the Previous Contact and Next Contact options, contact means a conversation with an agent. In the online help, we use the term interaction for this same meaning.

To avoid confusion, the View Recent Messages option in the Interaction Space is replaced with a down arrow Icon of a blue down arrow inside a light blue box.. This arrow jumps to the most recent messages in the same interaction. For email, an up arrow Icon of a blue up arrow inside a light blue box. jumps to the oldest messages in the thread.

Customer Request UI Change Availability GA
On deploy

Enhancements to the CRM Integration Experience

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

Accessibility Improvements

The following enhancements have been made to improve accessibility in Agent for Microsoft Teams:

  • Improved field labels

  • More detailed icon alt text

  • Improved page component announcements for the Information tab in Settings icon of a gear.

  • Better color contrast ratios for text

  • Improved focus outlines for keyboard navigation

  • New bypass block to quickly skip to main content using keyboard navigation

  • Move Up Icon of a black up arrow in a box with a light grey border. and Move Down Icon of a black down arrow in a box with a light grey border. arrows for reordering search result columns using keyboard navigation

  • JAWS and NVDA screen reader testing and verification

  • Dragon voice command testing and verification

Customer Request UI Change Availability GA
On deploy

Save & Redial from Outcome Window

The option to Save & Redial is now available in the Outcome panel for calls. Agents can save the Disposition and Disposition Notes, then redial the contactClosed The person interacting with an agent, IVR, or bot in your contact center. from the same window. This allows agents to quickly reconnect with contacts when calls are interrupted.

Customer Request UI Change Availability GA
On toggle

Skill Name in Interaction Notifications

Previously, Incoming Interaction pop-up notifications showed the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. ID number. In this release, they show the skill name instead. This helps agents understand what type of work they're assigned.

Customer Request UI Change Availability GA
On deploy

New Region: South Africa

Agent for Microsoft Teams is now available in South Africa.

Customer Request UI Change Availability GA
On deploy

Emergency Calling Disclaimer

A disclaimer is added to the bottom of the launch screen. It advises, "For an optimal emergency calling experience, an accurate address should be on file in the system for all agents."

Customer Request UI Change Availability GA
On deploy

Agent for Service Cloud Voice

Apply Presence Sync Rules to Agents without State Assigned

Previously, bi-directional presence rules only applied to an agent if the statesClosed The availability status of an agent. you selected were assigned to the agent's team. In this release, you can turn off this requirement. Presence rules apply to agents even if they don't have the selected states. They are assigned the default available or unavailable state.

Customer Request UI Change Availability GA
On deploy

Agent Integrated

Version 25.4-Agent is being deployed with the 25.3.4 cumulative update. Any features marked as on deploy below are available when 25.3.4 begins deploying on 26 October 2025. However, any features marked as on toggle are available with the 25.4 feature toggles.

Desk

Desk is now available in Agent Integrated. It provides agents with a unified, omnichannel workspace. It brings together customer interactions, data, and workflows into a single, seamless interface, giving agents what they need to deliver faster, smarter, and more personalized support. Desk appears directly within the agent application.

Desk contains the following features:

  • Unified Customer Profile and Interaction History: View important customer information and interactions across voice and digital channels in one place for complete context.

  • Enhanced Agent Experience: Personalize the desktop with customer data, notes, interaction history, and embedded workflows for greater efficiency.

  • Tasks & Reminders: Stay on top of follow-ups with built-in task management. Create, assign, and track tasks or set reminders directly within Desk.

  • Ticketing: Create, manage, and resolve tickets directly within Desk. Also, configure rules and queues for tickets.

  • Scripting: Build agent scripts with real-time context and automated workflows.

  • Accounts: Manage and organize accounts in a centralized view, enabling agents to quickly access related interactions, customers, tickets, and tasks by account.

Desk requires the purchase of an additional license.

Customer Request UI Change Availability CR
On deploy

Real-Time Transcription

Agents can now view speech-to-textClosed Also called STT, this process converts spoken language to text. transcriptionsClosed Written form of all or part of a voice or digital interaction. of calls in real time. This helps when the contact's speech is difficult to understand. Only one page of transcription is shown; agents cannot scroll up to see older utterancesClosed What a contact says or types.. This is only available for one-on-one agent-to-contactClosed The person interacting with an agent, IVR, or bot in your contact center. calls.

For configuration details, select the Transcription filter on the top right.

Customer Request UI Change Availability CR
On toggle

Enhanced Customer Card Generally Available

Previously, Enhanced Customer Card was in controlled release. It is now generally available.

Enhanced Customer Card (ECC) provides customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that helps agents handle interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. When enabled, Enhanced Customer Card displaces Customer Cardicon: a person next to a document..

ECC contains the following features:

Customer Request UI Change Availability GA
On deploy

Load Previous and Next Interactions

Agents can now load and view previous interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. with the same contactClosed The person interacting with an agent, IVR, or bot in your contact center. on the same digital point of contact. Previously, this was only available for chat. It is now available for all private digital channels, including email. The following options appear:

In the Previous Contact and Next Contact options, contact means a conversation with an agent. In the online help, we use the term interaction for this same meaning.

To avoid confusion, the View Recent Messages option is replaced with a down arrow Icon of a blue down arrow inside a light blue box.. This arrow jumps to the most recent messages in the same interaction. For email, an up arrow Icon of a blue up arrow inside a light blue box. jumps to the oldest messages in the thread.

Customer Request UI Change Availability GA
On deploy

Enhancements to the CRM Integration Experience

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

Accessibility Improvements

The following enhancements have been made to improve accessibility in Agent Integrated:

  • Improved field labels

  • More detailed icon alt text

  • Improved page component announcements for the Information tab in Settings icon of a gear.

  • Better color contrast ratios for text

  • Improved focus outlines for keyboard navigation

  • New bypass block to quickly skip to main content using keyboard navigation

  • Move Up Icon of a black up arrow in a box with a light grey border. and Move Down Icon of a black down arrow in a box with a light grey border. arrows for reordering search result columns using keyboard navigation

  • JAWS and NVDA screen reader testing and verification

  • Dragon voice command testing and verification

Customer Request UI Change Availability GA
On deploy

Save & Redial from Outcome Window

The option to Save & Redial is now available in the Outcome panel for calls. Agents can save the Disposition and Disposition Notes, then redial the contactClosed The person interacting with an agent, IVR, or bot in your contact center. from the same window. This allows agents to quickly reconnect with contacts when calls are interrupted.

Customer Request UI Change Availability GA
On toggle

Skill Name in Interaction Notifications

Previously, Incoming Interaction pop-up notifications showed the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. ID number. In this release, they show the skill name instead. This helps agents understand what type of work they're assigned.

Customer Request UI Change Availability GA
On deploy

New Region: South Africa

Agent Integrated is now available in South Africa.

Customer Request UI Change Availability GA
On deploy

Emergency Calling Disclaimer

A disclaimer is added to the bottom of the launch screen. It advises, "For an optimal emergency calling experience, an accurate address should be on file in the system for all agents."

Customer Request UI Change Availability GA
On deploy

API

Time Zone Validation for Creating and Updating Users

The APIs for creating and updating users now validate the time zone format. These APIs require time zones to be in IANA format. If your integration uses the APIs listed below, review the setup to ensure they use the correct time zone format.

Customer Request UI Change Breaking Change Impacted Versions V1 Availability GA
On deploy

Security Context

CXone Mpower now has a new concept called Security Context. This is a combination of role information, permissions, views, and so forth. This overall context determines what data a user (or application) can access and which features or apps render in the UI. During the authentication process, a securityContextId returns in the access token.

This is not a breaking change. It is an optional method of accessing user authorization data. For example, if you use the /roles/search API to retrieve this data, you may want to switch to the new Security Context method.

Customer Request UI Change Breaking Change Impacted Versions - Availability GA
On toggle

RSA Key Rotation

If you built an integration using CXone Mpower APIs, check that your authentication process supports RSA key rotation. CXone Mpower signs access and ID tokens with an RSA key. You can use the /auth/jwks API to validate this key. Your validation process should be dynamic, ensuring your app continues working when NiCE rotates its RSA keys. You should not hard-code RSA keys, nor store them in a wallet or other storage location. This helps your application meet current security standards.

Customer Request UI Change Breaking Change Impacted Versions All Availability GA
On deploy

Programmatically Register Single-Tenant Applications

A new set of APIs let you programmatically register single-tenant applications with NiCE. This speeds up the process of integrating with CXone Mpower. Instead of waiting on the existing manual process, you can define details about your integration and quickly receive authentication credentials after approval by NiCE. To use these APIs, users must have the Client Registration Application permissions enabled.

Customer Request UI Change Breaking Change Impacted Versions V1 Availability GA
On deploy

Create Retention Change Data Policies

Previously, the API to create data policies Box with arrow indicating navigation to external site. only let you create deletion policies. In this release, the API can now also create retention change policies.

Customer Request UI Change Breaking Change Impacted Versions V1 Availability GA
On deploy

Autopilot

Expanded TTS Support and Bring Your Own (BYO) License for Autopilot and Autopilot Amelia

In this release, further details are provided on the broader range of text-to-speech (TTSClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.) providers with Autopilot and Autopilot Amelia, including both standard and premium options.

Autopilot supports a default set of TTSClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. versions such as Omilia native, Google Standard, WaveNet, Neural2, Microsoft Neural, AWS Standard, and Neural voices within the standard pricing of Autopilot Voice SKUs. For Autopilot premium TTS versions like ElevenLabs, Google (Chirp3, Polyglot, Studio, and so on), Microsoft Neural HD, and AWS Generative voices, you bring your own license by setting up a direct agreement with the TTSClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. provider.

Autopilot Amelia also supports a default set of Google TTSClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. versions: Standard, WaveNet, Neural2, and Polyglot. For Autopilot Amelia premium TTSClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. versions like ElevenLabs, Deepgram, Google (Instant Custom, Studio and so on), Microsoft Neural, and Neural HD, you bring your own license by setting up a direct agreement with the TTSClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. provider.

This approach enables you to integrate high-quality voices while maintaining Autopilot’s per-session pricing. Whether you are using Autopilot Omilia or Autopilot Amelia, you can configure supported TTSClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. options and BYO licenses to deliver the best possible voice experience to your users.

Customer Request UI Change Availability GA
On deploy

AutoSummary

Expanded Language Support

In this release, Copilot's AutoSummary feature supports multiple languages. You can view summaries, sentiments, and final summary activities in German, Dutch, French, Japanese, Italian, and Welsh. This update makes it easier for agents to understand and interact with customer conversations in their native languages.

Customer Request UI Change Availability GA
On deploy

AutoSummary Support in UK Sovereign

In this release, Copilot supports AutoSummary in the UK Sovereign Cloud, helping meet security and compliance needs for UK public sector and healthcare environments. Additionally, CXone Mpower transcription supports the Welsh language, aligning with UK-specific requirements.

Customer Request UI Change Availability GA
On deploy

Bot Builder

Agent Builder Will Be Renamed as Bot Builder

Previously, the product was named Agent Builder. In this release, the product is renamed to Bot Builder.

Customer Request UI Change Availability GA
On deploy

Advanced Flow Testing with JSON Payloads

Previously, you designed the flow in Bot Builder and then enabled the flow in Virtual Agent Hub, where you tested the flow intents. In this release, you test the intents directly in Bot Builder without involving Virtual Agent Hub. You test agent flows in real time using the Talk–To–Your-Bot chat interface. You pick a flow, provide input as a JSON file, and interact with it just like a live customer would.

Customer Request UI Change Availability GA
On deploy

Copilot in Script Editor Enhancements

In this release, you use Copilot directly inside Bot Builder’s script editor to create and improve bot scripts using plain English. Instead of writing code manually, you simply type instructions like “Add a condition to handle invalid inputs,” and Copilot updates the script for you. You can suggest improvements or make changes to specific lines of the script.

Customer Request UI Change Availability GA
On deploy

Cloud Storage Services

Advanced File Scan

The file upload service lets you upload files for various purposes. It scans the files and prevents malicious files from being uploaded. Previously, the file size limit was 20 MB. In this release, the limit has increased to 100MB for those who have enabled the advanced file scan feature.

To enable advanced file scan, contact your CXone Mpower Account Representative.

Customer Request UI Change Availability CR
On toggle

Copilot for Agents

Copilot Rules Engine for Real-Time Agent Suggestions

In this release, you will be able to use the new Copilot Rules Engine, introduced as part of the AI Manager, to automatically show agents helpful suggestions based on keywords, timing, or both. You will be able to create and manage rules and assign them to Copilot profiles. Each profile can include up to 100 rules, and rules can be reused across multiple profiles for greater flexibility. The system will monitor conversations in real time and trigger the appropriate rule when needed, ensuring agents receive timely, context-aware guidance.

In this release, you will also be able to track rule usage and performance in the Observability Dashboard, to help you optimize agent support and rule effectiveness.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Creating and Managing Text Cards and Decision Tree Interviews with Elements

In this release, Copilot for Agents has introduced a new section Elements as part of the AI Manager, where you will be able to create reusable assets for Copilot.

You will be able to build Text Cards and Decision Tree Interviews that appear during voice or digital interactions, helping agents respond quickly and accurately. You will also be able to manage these elements such as rename, copy, preview, or deactivate them at any time.

This feature will be available later in the release cycle.

Text Cards:

Customer Request UI Change Availability GA
On deploy

Decision Tree Interviews:

Customer Request UI Change Availability CR
On toggle

Creating Custom Adaptive Cards with Elements

In this release, you will be able to create reusable cards with a customizable layout using the Adaptive Card standard. These are defined in the Elements section as part of the AI Manager and can be used to send custom, read-only, non-interactive information cards to agents using Copilot to display key customer details like alerts, account status, or product availability. Cards will appear in the Copilot stream.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Copilot for Engagement Hub - Multi-ACD Support

Previously available for Cisco, this release will enable you to use Copilot for Agents even if your contact center runs on a third-party Automatic Call Distributor (ACD) platform. Copilot will appear as a stand-alone pop-up screen on your desktop, giving you real-time help during calls, like summaries, sentiment analysis, and knowledge suggestions. You will also get an AutoSummary at the end of each call, which you can edit and save to your customer relationship management platform.

This feature will be available later in the release cycle.

Customer Request UI Change Availability CR
On toggle

Expanded Language Support

In this release, Copilot for Agents supports new output languages including Japanese, Italian, Welsh, Swedish, Korean, Norwegian, Finnish, Chinese Simplified and Chinese Traditional. This update applies to both the Copilot Profile and the GenAI Prompt Editor, making it easier to customize responses based on your customer’s region.

The language additions affect the output of Copilot suggestions but do not imply language translation of the interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. content. Also, these new languages are suitable to handle digital interactions, but voice interactions require matching voice transcription languages which may be different from the supported output languages.

Customer Request UI Change Availability GA
On deploy

Copilot for Supervisors

Additional Language Support

Copilot for Supervisors now supports additional languages: French, Brazilian Portuguese, German, Dutch, Spanish, and Italian.

While this update adds broader language coverage, Conversational Panel inquiries and Urgent Assist remain limited to English in this release. See the help page.

Customer Request UI Change Availability GA
On toggle

Customer Sentiment Alignment

Customer sentiment transitions to an LLM-based model, ensuring consistency with the sentiment insights shown in Copilot for Agents and providing supervisors with more accurate, aligned insights.

Customer Request UI Change Availability GA
On toggle

Conversational Panel Enhancement

The Conversational Panel now leverages an upgraded data engine to deliver more accurate and comprehensive answers across a wider set of metrics.

In addition, clearer error messages guide users to refine their inquiries, improving efficiency and usability.

Customer Request UI Change Availability GA
On toggle

Dashboard

Enhanced Reporting Experience

We introduced important updates that make Dashboards and Reports more distinct, easier to use, and better suited for their respective purposes.

What changed:

  • Clear separation of Dashboards and Reports — each has its own behaviors and visuals.

In the Reporting section, users can:

  • Experience flexible exploration — you can make temporary changes (filters, dates, sorting, views) without needing to save.

  • Benefit from smart auto-save for sessions — your working state is remembered until you choose to reset.

  • Save only when needed — structural edits (adding or removing widgets, layout changes) prompt you to create a custom report saved to the My Reports tab.

  • Use version control for Prebuilt Reports — when updates are released, you receive a notification and can choose to adopt the new version for your custom reports previously saved to the My Reports tab.

  • Access Reset & Rerun controls — reset restores the original setup, while rerun refreshes the data with a timestamp.

  • Removal of auto-refresh on open — reports load only when you choose to do so.

This will mean:

  • Dashboards remain focused on real-time monitoring. The prebuilt report templates were removed from Dashboards and relocated under Reports.

  • Reports are now a flexible space for analysis and exploration, without requiring immediate saves.

  • Users gain control over when and how changes are saved.

These updates improve usability, flexibility, and clarity in reporting.

Customer Request UI Change Availability GA
On toggle

Prebuilt Reports

The Prebuilt Reports tab offers reports for both QM and Omnichannel data. These include Abandons by Skills, Evaluation by Section, and Question, Callback Details, and more.

Customer Request UI Change Availability GA
On deploy

Create Tag Report by Skill

A new report shows tag names and counts by skill, making it easier to track tag usage and performance.

Customer Request UI Change Availability GA
On deploy

Agent List Widget: Expand/Collapse All

In the Agent List widget, users can expand or collapse all agent rows at once, saving time when viewing agent contact states.

Customer Request UI Change Availability GA
On toggle

New Widget: Agent Contact View

Users can view data in near real time to help track logged-in agents more efficiently. See Agent Contact View.

Customer Request UI Change Availability GA
On deploy

Frustration Widget Link to Interaction Analytics

You can now open the Interaction Analytics application directly from the Frustration widget. When you use the link, it keeps your current filters and context so you don’t need to reset them. This helps you move from summary data to detailed analysis more easily.

Customer Request UI Change Availability GA
On deploy

New ASA Metrics Without Callback Time

In this release, two new metrics to improve wait time measurement were added. These updates help provide a more accurate view of performance and support better staffing decisions.

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

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

Customer Request UI Change Availability GA
On deploy

Dashboard Localization

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

Customer Request UI Change Availability GA
On toggle

New Quality Evaluations Widget

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

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

Customer Request UI Change Availability GA
On toggle

Channel View in Quality Score Widgets

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

Customer Request UI Change Availability GA
On toggle

New PM Widgets for Gamification

Two new PM widgets enhance visibility into gamification performance. These widgets require a PM license:

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

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

Customer Request UI Change Availability GA
On toggle

Enhanced Dashboard Experience

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

Customer Request UI Change Availability GA
On deploy

Migration to New Architecture

To improve performance and scalability, the back-end systems were upgraded. This includes moving the ACD and Digital Experience widgets to a stronger and more efficient data setup. See the Dashboard Migration Guide.

  • Near-real-time widgets now get data from new APIs that provide accurate updates every 7-15 seconds.

  • For historical data, a new system speeds up data retrieval and allows for better analysis.

  • You can see enhancements in the Agent State and Contact State widgets, which use the new Unified Agent State and Mixed Contact State models.

Customers and partners can find the right resources to prepare for the migration to the new CXone Mpower Dashboard from these communities:

Customer Request UI Change Availability GA
On toggle

Desktop Discovery

Configuration Details View

The Configuration Update feature allows admins and supervisors to view configuration and assignment details.

Customer Request UI Change Availability GA
On deploy

DEVone Integrations

Pindrop

Voice Authentication and Fraud Detection

The Pindrop integration is now live. Pindrop brings advanced voice authentication and fraud detection capabilities to CXone Mpower.

Key Features:

  • Voice Biometrics & Fraud Detection: Pindrop’s platform analyzes call audio to verify identity and flag suspicious behavior.

  • Modular Services:

    • Protect: Real-time voice authentication.

    • Passport: Identity verification across channels.

    • Pulse: Risk scoring and fraud analytics.

    • Fraud Assist: AI-driven case handling for fraud analysts.

  • Call Capture: CXone Mpower facilitates audio transport to Pindrop via a prebuilt module, supporting up to 13,000 concurrent calls.

  • Custom Implementation: Scoped per organization, with timelines ranging from 6 to 36 weeks. Multi-phase deployments are common.

  • Compliance Support: Pindrop handles legal considerations around voice biometrics, including consent, HIPAA, and BAA documentation.

Customer Request UI Change Availability GA
On deploy

Digital Experience

Default Skill Required for Digital Skills

All interactions need to have a default skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. associated with a point of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address.. Data management and reporting require skill association for all interactions. Default skills are always assigned to interactions when they are first created, but otherwise are treated the same as other skills for routing. WFA also treats default skills like any other skill. A new field, Is Default Skill, appears on the Details tab for digital ACD Skills. You don't need to configure this field during skill creation. It appears automatically in the Details tab to indicate whether a skill is marked as default.

Customer Request UI Change Availability GA
On deploy

Decommissioning Legacy Digital UI

The legacy CRM tab and Care page, found under Others > Digital, are not visible if you are new to Digital Engagement or switching from legacy omnichannel messaging to Digital Experience. This update does not affect existing systems already enabled for Digital Engagement. Eventually, the CRM and Care sections will be removed to create a unified experience for all digital and omnichannel users.

Customer Request UI Change Availability GA
On toggle

Enhancement to REQAGENT Studio Action

A new property called Target Agent is available for the REQAGENT Studio action for digital scripts. You can also configure routing attributesClosed Custom traits you can create and assign to agents for use in routing scripts in digital scripts.

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

Customer Request UI Change Availability GA
On deploy

Support Typing Indicator Events for BYOC

Bring Your Own Channel integrations support typing indicators, showing contacts when an agent is typing.

Customer Request UI Change Availability GA
On toggle

Capacity Management Enhancements

A new mechanism controls how many digital scripts can run with digital interactions at once. If too many interactions enter the system, those that exceed the script limits wait in a hopper, a temporary storage area, until there's room. You cannot manually update the status of interactions in the hopper or use a WFA job to do so, but new messages can still be added to these interactions. The status just won't update until the interaction leaves the hopper. This protects the capacity of the routing system and ensures contacts are handled in a timely manner. This update won't impact your routing performance unless your contact center often reaches the capacity limit.

Customer Request UI Change Availability GA
On toggle

Manually Selected Contacts Included in Contact Count

Previously, when an agent manually selected a digitalClosed Any channel, contact, or skill associated with Digital Experience.contactClosed The person interacting with an agent, IVR, or bot in your contact center. to handle, it wasn't added to their total contact count. In this release, manually selected digital contacts are included in the agent's total contact count. This change provides a more accurate count of how many contacts agents handle and helps prevent them from being incorrectly marked as below threshold.

Customer Request UI Change Availability GA
On toggle

Configure Email Tracking

Previously, email tracking was enabled for all customers by default. In this release, you can enable or disable tracking for CXone email at the channel level. You can configure this with a new field called Email that appears in the Edit settings for CXone email channels. Tracking is off by default. This allows you to control what data is collected from messages.

Your CXone Mpower Account Representative must enable access to this feature. If it's not enabled, you won't see the option in email settings. This feature does track email data, but that data isn't currently included in any reports or otherwise accessible. Tracked data will become accessible in a future release.

Customer Request UI Change Availability GA
On toggle

Secured Cookies Chat Authentication

Customer authentication for chat messaging allows Digital Experience to identify a contact and protect their information, even if they use different devices over the course of a conversation. Digital chat messaging channels provide three ways to complete Authentication: Anonymous, Secured Cookie, and 3rd party OAuth. In this release, Secured Cookie is the default authentication option if you are new to setting up Digital Engagement. This option offers the best data security by controlling how long chat data remains available.

Customer Request UI Change Availability GA
On toggle

Fallback Image for Images Not Supported by Browser

A placeholder icon displays if your browser does not support an image sent in a live chat or chat messaging session.

Customer Request UI Change Availability GA
On toggle

Apple Messages for Business Support for Large Messages

Agents can send and receive messages as large as 100 MB using Apple Messages for Business. If the total attachment size sent from either the agent or contact exceeds this limit, an error message displays.

Customer Request UI Change Availability GA
On deploy

App Clip for Apple Messages for Business

Apple App Clips Arrow pointing out of square to indicate external link. allow you to access services from another application without downloading it. App Clips allow you to do things like pay for parking, order food, or buy tickets without installing a separate app to complete those actions. Digital Experience now supports this feature. Agents can send App Clip invocation URLs to contacts directly or through rich links.

Customer Request UI Change Availability GA
On deploy

Mobile SDK

Color Customization

You can customize all colors of the chat interface with the Mobile SDK. During implementation, you will specify 33 colors. Afterward, you can change colors as you wish. This enhancement also includes light and dark mode, giving you extra control over your user experience. In addition to more customization options, this also expands accessibility of the chat interface.

Customer Request UI Change Availability GA
On deploy

Inactivity Popups

The Mobile SDK now supports inactivity popups. These popups notify contacts that the chat will soon close due to inactivity. If you use the default UI, the SDK automatically handles these popups, so your developers do not need to implement this feature. Instead, the popup can be configured in the CXone Mpower interface. If you have a custom UI, you need to configure the popups in CXone Mpower and implement them in your UI. In this case, the documentation in the SDK repository will contain a use case to showcase these popups.

Customer Request UI Change Availability GA
On deploy

Improved Error Notifications

Errors in the chat are categorized into three types. The Mobile SDK handles the issue differently, depending on the type. This improves the user experience by notifying contacts appropriately and only when necessary.

The categories indicate the level of severity:

  • Do Nothing: The error is logged.

  • Low Group: Displays an error message in the UI and lets the chat continue. The SDK does not disconnect. Instead, the contact sees a Continue button. An example error is if a voice message cannot be handled.

  • High Group: Displays an error message in the UI and disconnects the chat. The contact sees a Disconnect button. An example error is if the channel cannot be loaded.

Customer Request UI Change Availability GA
On deploy

Expert

Enhanced Editor Availability Expansion

Previously, the enhanced editor was available in a controlled release. In this release, it is generally available. It features a modern interface and built-in generative AIClosed Artificial intelligence (AI) technology that generates new content based on user prompts. Follows patterns and structures learned from training data. tools to improve content creation. Authors can use the ExpertAI Assistant to generate new content, simplify or summarize text, and adjust tone or style, all within the platform. Infrastructure upgrades and back-end improvements support smoother editing.

The editor can be enabled by configuration keys for new sites and can be activated for existing sites upon request. You need to take action to enable it, with support available through the CXone Mpower Expert Support team. This feature helps users create content faster and reduces the need for external tools.

Customer Request UI Change Availability GA
On toggle

Editor Advanced Features

All users automatically have access to advanced editing tools. These include options to disable formatting tools, apply custom styles, and use a source code editor with syntax highlighting and dark or light modes. Other enhancements include:

  • Advanced conditional content controls

  • Manual redirect setup from the UI

  • Customizable spellcheck dictionary

  • Visual color picker for text and background colors

These features improve workflow, reduce reliance on technical support, and help teams work more efficiently.

Customer Request UI Change Availability GA
On deploy

Content Adequacy Report

This report helps teams verify if their content answers key questions expected in GenSearch. Users can upload a list of questions, and the system returns a yes or no for each one based on content coverage. The report is available in the Expert user hub after it has been enabled, and it includes UI and reporting updates.

This tool helps teams identify content gaps and prepare for generative search, ensuring users get accurate answers.

Customer Request UI Change Availability GA
On toggle

Cornerstone Content Report

This report highlights the most important and frequently used content in your knowledge base. It shows top-performing articles, content used by generative AI, and high-traffic items that haven’t been updated recently. Engagement metricsClosed Statistics you can measure to keep track of your contact center. like time on page and scroll depth help teams understand content value.

Available in the Expert user hub once enabled, this report includes UI and reporting updates. It helps teams focus on high-impact content, improving AI results, and user satisfaction.

Customer Request UI Change Availability GA
On toggle

GenSearch in the CRM Touchpoint

GenSearch has been integrated into the CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories.touchpointClosed A place where you embed your Expert content. You can integrate it into a web property or application., allowing agents to ask natural language questions and receive generative responses based on the knowledge base. These responses include sourced articles that can be linked directly to support cases. GenSearch is available in the Expert user hub after it has been enabled. It is not available for non-CXone Mpower customers. This feature reduces agent effort and improves the speed and quality of customer support.

Customer Request UI Change Availability GA
On toggle

Feedback Management

These features will be available later in the release cycle, in January 2026.

SFTP URL Change

If you use SFTP for Feedback Management, you must update your SFTP address before receiving the 25.4 Feedback Management update. Your current URL no longer works after the update, so changing it soon ensures a smooth transition and uninterrupted service.

  • Current URL: sftp://yourcompany.satmetrix.com:22

  • New URL: sftp://sftp.yourcompany.satmetrix.com:22

If you have questions, contact your CXone Mpower Account Representative.

Customer Request UI Change Availability GA
On deploy

Web Survey Accessibility

Web surveys are updated to meet global accessibility standards, including the Web Content Accessibility Guidelines (WCAG). These updates make surveys easier to use for people with visual, motor, and cognitive disabilities. Improvements include support for screen readers, keyboard navigation, high-contrast color options, and better labeling of mandatory questions. You can also add alt text to images and choose vertical layouts for scale questions on mobile devices.

Most existing surveys are updated automatically. New configuration options are available for further customization. These changes help you reach a wider audience and meet legal and ethical accessibility standards.

Customer Request UI Change Availability GA
On deploy

Comment Profanity Masking

Profanity masking automatically redacts offensive language in open-ended survey responses. This helps maintain a respectful environment for staff reviewing feedback. You can manage a custom keyword list for each survey language. Masking applies only to new comments, but you can still view the original text if needed.

This feature is enabled by a system setting and works with both text and IVRClosed Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. survey comments. Audio recordings of the redacted comments are hidden from playback in IVR surveys and clearly marked in the interface.

Customer Request UI Change Availability GA
On deploy

Regional Expansion

Feedback Management is available in UK sovereign cloud configurations.

Customer Request UI Change Availability GA
On deploy

Data Deletion Improvements

The data deletion process is faster and supports better data governance. You can delete invitations, responses, and contact records that are older than the configured retention period. To adjust the retention period, select a value between 3 and 60 months based on your organization's requirements. By default, records older than 36 months are eligible for deletion. Deletion jobs run automatically based on system volume. Opted-out contactsClosed The person interacting with an agent, IVR, or bot in your contact center. are deleted but their opt-out status is saved.

These updates simplify data management and ensure compliance with retention policies.

Customer Request UI Change Availability GA
On deploy

Autosubmit Survey After Last Question

Short surveys support automatic submission after the final question is answered, with no need to click a submit button. Instead, the last question, which is usually a comment or multiple-choice question, acts as the final step. This feature is enabled through a new survey property setting.

You can also customize the label of the survey submission button using the Manage Translations page. To help guide respondents, you can also add a short message above the final question to let users know their response will be submitted right away. This feature makes short surveys faster and easier to complete, boosting response rates and user satisfaction.

Customer Request UI Change Availability GA
On deploy

No Send Rule Change

Previously, you could configure a survey no send rule with a maximum of 9,999 days. In this release, the maximum is 365 days.

Customer Request UI Change Availability GA
On deploy

Expanded Language Support for ElevateAI

ElevateAI supports more languages, offering a localized experience for global users. See the ElevateAI documentation for a full list of supported languages.

Customer Request UI Change Availability GA
On deploy

GenAI Prompt Editor

Prompt Editor Tenant Segmentation Support

In this release, you organize and manage prompts in GenAI Prompt Editor based on tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system. segmentation. This means you group prompts by division or business unit, making it easier to control who sees and edits the prompts. You create and share prompt profiles by division and set permissions so users can either view or edit prompts based on their role and tenant. You only see the prompts relevant to your tenant. This feature is only available to tenants that have tenant segmentation enabled.

Customer Request UI Change Availability GA
On deploy

Use Variables in Prompt Editor Use Case Templates

In this release, you will be able to add variables to your prompt templates in GenAI Prompt Editor. These variables will pull in real-time data like case numbers, product names, or customer details from the system, so your prompts can be more personalized and accurate. You will also be able to set fallback text in case some data is missing, and preview how your prompts will look before publishing.

If you are creating an AutoSummary for support cases, you can include a variable like {caseNumber} in your template. When the summary is generated, it will automatically insert the actual case number from the system. If the case number is not available, it will show fallback text like “Case number not provided.”

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Guide

Web Assistant Usability Enhancements

In this release, you see several improvements to the Web Assistant designed to enhance usability and customer experience. These include clearer toast messages, refined rule layouts, an updated color scheme, and a more visible Guide connectivity status. The user interface also offers improved error messaging and handling, helping you quickly identify and respond to connection issues.

Customer Request UI Change Availability GA
On deploy

Improved Support for Single Page Applications

If your website is designed as a Single Page Application (SPA), it behaves as if it consists of a single page even when users navigate between different views. Currently, the Guide rules engine does not consistently recognize these dynamic page transitions, which means that the rules do not re-fire after a transition.

In this release, Guide introduces an enhanced SPA support. A new parameter resetRulesOnNewPage is added to the Guide initialization code in the webpage header. When enabled, this parameter allows Guide to detect dynamic page transitions and re-evaluate all rules, including those with static conditions, immediately after a transition. This ensures that rules which have already fired now fire again when the page context changes dynamically.

To enable this functionality, you manually add the resetRulesOnNewPage parameter to the Guide initialization code in your SPA’s header.

Customer Request UI Change Availability GA
On deploy

Date and Time Condition are Evaluated Dynamically

Currently, the Date and Time condition is evaluated statically, meaning it can only trigger on page load or refresh. In this release, the condition supports dynamic evaluation. This means the condition now fires automatically as soon as the specified Date and Time is met, without requiring any user interaction, page load, or refresh.

Customer Request UI Change Availability GA
On deploy

Integration Hub

Audit History

Each connection in Integration Hub now has a change log. Any time a connection is created or updated, the following details are logged:

  • Date: The date the change was made.

  • Modified By: Who made the change.

  • Profile Name: The name of the connection.

  • Action: What occurred, like whether a connection was created or modified.

Users can access this log from a new Audit button in the connection's settings.

Customer Request UI Change Availability GA
On deploy

Regional Availability

Integration Hub is now available in South Africa and for EU sovereign cloud configurations.

Customer Request UI Change Availability GA
On deploy

Interaction Analytics

AI Filtering with Natural Language Prompts

An AI filtering tool automatically applies filters for you based on prompts you enter. This helps save time spent manually configuring filters. It also figures out which filters need to be applied based on your interests. You can also save the AI filter results as a saved search. This helps you identify interactions you want faster with less trial and error. You must have IA Advanced or IA Premium license to use this feature.

Customer Request UI Change Availability GA
On toggle

Regional Availability

Interaction Analytics is available in South Africa. However, AutoSummary is not yet supported for this region. So, no autosummaries appear in the Notes section of interaction transcripts for this region yet.

Customer Request UI Change Availability GA
On toggle

Topic AI Editor Moving to AI Studio

Previously, Topic AI Editor was accessible from the Language Model in IA. In this release, Topic AI Editor has moved to the AI Studio in the Admin application.

For more details, select the Topic AI Editor filter on the top right.

Customer Request UI Change Availability GA
On toggle

Interactions Hub - Data Policies

Export Policy

The new Export policy enables bulk data exports. It uses a flexible and dynamic user interface, including recurring export requests. It also ensures compatibility with the different customers’ requirements, agreements, and policies.

Customer Request UI Change Availability CR
On toggle

Public API – Retention Change

You can now create and manage Retention Change policies automatically using an API, without using the Data Policies user interface. This helps you connect retention change actions with your internal systems. See the developer portal Box with arrow indicating navigation to external site..

Customer Request UI Change Availability GA
On toggle

Advanced Comparison Operators for Business Data

New comparison operators are added to policy criteria. These operators let users filter business data more precisely, using text matches. This reduces manual work.

Customer Request UI Change Availability GA

On toggle

Policy Templates

Data Policies suggest policies based on a range of use cases. This helps you get started faster and explore more policy options. See Policy Templates.

Customer Request UI Change Availability GA
On deploy

Migrated Calls

Multi-Region Storage

Support for Multi-Region Storage is available for Migrated Calls. Tenants with a Multi-Region Storage license are able to select their preferred region for archiving their media.

Customer Request UI Change Availability GA
On deploy

Enhanced Data Filters

Search filters in Migrated Interactions now support text-based filters for the additional operators: Equals, Contains, Starts with, and Ends with. This provides more flexible and precise search queries.

Customer Request UI Change Availability GA
On deploy

Partner Applications

Adapters

Static IPs to Allow for Networking

The Adapters application added static IPs for network traffic. This helps you meet security policies that require you to add these IPs to your network’s allow list. It also lets you bypass MFAClosed Requires a second verification method, like a code from an authenticator app or SMS, in addition to a password. This reduces the risk of unauthorized access if credentials are compromised. requirements with certain other platforms.

You are not required to add these IPs to an allow list. Existing Presence Sync and Directory Sync setups will continue to function without issue.

If you want to add these IPs to your network's allow list, you only need to add the IPs listed for the region in which your CXone Mpower platform is hosted.

Cluster IP Addresses
North America - USA

  • 54.68.35.151

  • 34.216.236.236
Canada

  • 52.60.48.124

  • 3.96.243.91
EU

  • 35.156.88.160

  • 52.28.242.63
UK - London

  • 18.133.168.73

  • 3.11.40.212
Australia

  • 52.63.35.19

  • 52.62.116.242
Japan - Tokyo

  • 54.95.126.186

  • 3.114.131.167
Japan - Osaka

  • 15.168.75.95

  • 15.168.21.255
Korea - Seoul

  • 3.39.57.171

  • 3.39.197.4
UAE

  • 3.29.44.207

  • 3.29.101.18
FedRAMP

  • 52.7.87.136

  • 52.5.90.138

If you want to add these IPs to your network's allow list, you only need to add the IPs listed for the region in which your CXone Mpower platform is hosted.

Cluster IP Addresses
North America - USA

  • 44.235.174.101

  • 44.231.33.76

  • 34.215.252.4
Canada

  • 3.98.88.142

  • 15.223.128.170

  • 99.79.143.209
EU

  • 3.64.181.164

  • 18.193.204.252

  • 18.193.63.197
UK - London

  • 18.132.85.173

  • 18.168.126.74

  • 18.134.39.137
Australia

  • 3.24.37.98

  • 54.206.248.157

  • 3.104.51.206
Japan - Tokyo

  • 54.238.125.11

  • 52.68.33.109

  • 52.194.103.211
Japan - Osaka

  • 15.152.203.110

  • 15.168.83.100

  • 15.168.106.69
Korea - Seoul

  • 13.125.9.254

  • 13.124.18.185

  • 43.203.109.152
UAE

  • 3.29.104.18

  • 3.29.140.199

  • 3.29.44.216
FedRAMP

  • 52.205.158.41

  • 3.216.11.172

  • 44.205.151.71
Customer Request UI Change Availability GA
On deploy

Performance Management (Native)

Metrics Quick Link in PM (Native) App

Admins can now create custom metrics directly from the PM (Native) app without switching to the Metrics app.

This feature requires a PM – Insights license to activate.

Customer Request UI Change Availability GA
On toggle

Snapshot Metrics

Admins can create snapshot metrics showing real-time running totals that are essential for live performance monitoring. Snapshot metrics may consist of one or more components but will not be tied to specific dates.

This feature requires a PM – Insights license to activate.

Customer Request UI Change Availability GA
On toggle

Coaching Manager Quick Link in PM (Native) App

Coaches now have the ability to manage coaching sessions directly from the PM (Native) app without switching to the Coaching app.

This feature requires a PM – Act license to activate.

Customer Request UI Change Availability GA
On toggle

Left-nav Menu Item Updates

The PM (Native) app's Left-nav menu has been reorganized. Items are grouped by module—Insights, Gamification, Coaching, Desktop Discovery, or Data Management—to make navigation more intuitive and provide clear visibility into PM (Native) offerings.

Insights and Data Management require a PM – Insights license to activate.

Gamification and Coaching require a PM – Act license to activate.

Enable the Desktop Discovery license (Data Collection / Desktop Discovery Advanced) to view Desktop Discovery pages in the PM (Native) app.

Customer Request UI Change Availability GA
On toggle

Awards History

Supervisors and managers can track the awards given and received during a specific period of time.

This feature requires a PM – Act license to activate.

Customer Request UI Change Availability GA
On toggle

Game History - Game Breakdown

The Game Breakdown graph provides a glimpse into a game's effectiveness. Gamification admins can compare player achievements to past performances and adjust game settings as needed to improve results.

This feature requires a PM – Act license to activate.

Customer Request UI Change Availability GA
On toggle

Dashboard Quick Link in CXone Mpower Agent

Agents now have access to a new Dashboard quick link in CXone Mpower Agent. This feature allows them to quickly check performance, ranking, and progress in real time and during shifts. They can also compare their performance to peers, encouraging healthy competition.

This feature requires a PM – Insights license to activate.

Customer Request UI Change Availability GA
On toggle

Marketplace Quick Link in CXone Mpower Agent

Agents now have a new Marketplace quick link in their CXone Mpower Agent application. This feature allows them to redeem virtual coins during their shifts, enhancing their satisfaction and engagement at work.

This feature requires a PM – Act license to activate.

Customer Request UI Change Availability GA
On toggle

Quality Management

Sticky Quality Score Bar

You can now see the Average Quality Score at all times while scoring a call. No need to scroll back to check the score — the score bar is now fixed at the bottom of the Evaluation Form as you navigate through it. This makes scoring smoother and more efficient for you.

Customer Request UI Change Availability GA
On toggle

Manage Evaluations with Ease

You can now edit your comments on evaluations — no need to delete and start over just to fix a typo or update your feedback. With the right permissions, you simply hover over a comment and choose to Edit or Delete it. Your ability to edit or delete comments in evaluations depends on your permissions. If you have Edit Own access, you can only change comments in evaluations you created. If you have Edit All access, you can update or remove comments in any evaluation you can view. Additionally, if an evaluation was done on the wrong form, you can now delete it — regardless of its status (draft, submitted, or appealed), you have the flexibility to remove it from multiple areas in My Zone. These updates make it easier to keep your evaluations clean, accurate, and up to date. This feature is supported only for users with the Quality Management Advanced license.

Customer Request UI Change Availability GA
On toggle

Clearer Navigation for Evaluation Tasks

You can now see a small but helpful change in My Zone. The Tasks tab is now renamed to Evaluation Tasks to make its purpose clearer and easier to understand. The page title and URL also reflect this update. No impact to the user interface — just a smoother experience when navigating to your evaluation tasks.

Customer Request UI Change Availability GA
On toggle

Accessible Evaluations for Everyone

You can now experience a more inclusive and user-friendly navigation for everyone — including users with disabilities.

What’s changing:

  • Keyboard Navigation: Seamless movement through the interface using only your keyboard.

  • Screen Reader Support: Clear descriptions for buttons, forms, and evaluation statuses.

  • Improved Visuals: Enhanced contrast and readability for better visibility.

  • Assistive Technology Compatibility: Smoother, more efficient interactions for all users.

These improvements align with WCAG 2.1 AA standards, ensuring accessibility, ease of use, and intuitive navigation for everyone.

This feature is supported only for users with the Quality Management Advanced license.

Customer Request UI Change Availability GA
On toggle

New Calibration Drill-Down

Quality Managers can now conduct a deeper dive into Calibration variances per Calibration at every level, helping them better manage their Evaluators. Users can now drill into Calibration sessions to see variance by participant and question, making the management of Calibrations much easier.

Customer Request UI Change Availability GA
On toggle

Recording

Search by Contact End Reason

Search by Contact End Reason lets users filter and view interactions based on how each contact ended. A new column and filter has been added to the Interaction's View Search Results to make it easier to find and analyze specific call outcomes.

Customer Request UI Change Availability GA
On deploy

ScreenAgent Manager Enhancements

This release of ScreenAgent Manager introduces these new features and improvements:

  • A new Access Key column added to the grid shows each machine’s configuration.

  • A new Not Seen tab lists physical machines that have been inactive for a set number of days, weeks, or months. You can configure the inactivity period within the application.

Customer Request UI Change Availability GA
On deploy

Increased Deny List Limit for Recording Policy

The Recording Policy now supports up to 100 URLs or applications in the Deny List. This gives administrators more flexibility to manage which sites and applications are excluded from recording.

Customer Request UI Change Availability GA
On deploy

Real-Time Interaction Guidance

Regional Availability

Real-Time Interaction Guidance is now available in UK sovereign cloud configurations.

Customer Request UI Change Availability GA
On deploy

Real-Time Third Party Telephony Recording (Multi-ACD)

Copilot for Agents in Engagement Hub

Copilot for Agents is available for third-party telephony systems supported by Engagement Hub. In this release, Cisco is the first telephony system to support it. You can set rules that guide how agents receive real-time help during calls. This solution is built on the Engagement Hub recording platform and requires CTIClosed Computer Telephony Integration - any technology that allows interactions on both computers and phones to be integrated. and Media integration, even if no call recording occurs.

For more details, select the Copilot for Agents filter on the top right.

Customer Request UI Change Availability GA
On deploy

Microsoft Teams Mono Recording Option

In this release, customers can choose between stereo or mono Microsoft Teams recording based on their license, giving them more flexibility to match audio quality with business needs and cost.

Customer Request UI Change Availability GA
On deploy

Mutual TLS for Enhanced Security

Engagement Hub integrations support mutual TLSClosed Transport Layer Security. A protocol that provides end-to-end security for data sent between applications. for SIPClosed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. and media, improving call security. This update verifies both sides of a connection, helping protect sensitive data.

Customer Request UI Change Availability GA
On deploy

Telephony Connectivity Status

A new visual indicator displays the connection status of third-party telephony systems and interfaces. This helps administrators and support teams to quickly identify and resolve connectivity issues before they affect service.

Customer Request UI Change Availability GA
On deploy

Avaya 10.2 Certification

CXone Mpower is officially certified to work with Avaya 10.2 systems. This ensures smooth setup and reliable performance for customers using the latest Avaya release.

Customer Request UI Change Availability GA
On deploy

Alvaria Aspect Dialer with Avaya SIPREC

Customers can record calls from the Alvaria Aspect Dialer using Avaya SIPREC. This expands compatibility and allows continued use of existing dialer setups.

Customer Request UI Change Availability GA
On deploy

Reporting

New Regional Availability

Reporting is now available in South Africa.

Customer Request UI Change Availability GA
On deploy

Data Download Reports

Scheduled Report Queuing for All Regions

Report queuing is now available for data download reports in all regions. Without report queuing, high volumes of scheduled data download reports can time out during processing. With report queuing, scheduled reports enter a queue and run successively. This helps reports run more smoothly at high volume times, like at the end of a month or quarter.

Customer Request UI Change Availability GA
On deploy

Populating Columns in Digital Engagement CDR Report

Previously, some columns in the Digital Engagement CDR report may have shown null values. In this release, those columns show the correct data.

  • SLA

  • Prequeue

  • Inqueue

  • Agent_Time

  • Postqueue

  • ACW_Time

  • Abandon_Time

  • Total_Time_Plus_Disposition

  • Routing_Time

  • Callback_Time

  • Disp_Code

  • Disp_Name

Customer Request UI Change Availability GA
On deploy

Custom Reports

Scheduled Report Queuing for All Regions

Report queuing is now available for custom reports in all regions. Without report queuing, high volumes of scheduled custom reports can time out during processing. With report queuing, scheduled reports enter a queue and run successively. This helps reports run more smoothly at high volume times, like at the end of a month or quarter.

Customer Request UI Change Availability GA
On deploy

Studio

Updated URL for F1 Help Links from Studio Actions

The URLs that open when you select a Studio action and press F1 have been updated. They now launch a help page for the selected action with the new URL for the CXone Mpower Help Center (help.nicecxone.com).

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

View and Configure Result Branches in Action Properties

The action properties pane now has a new section called Result Branches. When you select an action, the Result Branches section displays fields for all possible branch conditions for that action. You can: 

  • See which action each branch condition is connected to, if any.

  • Configure or change branch conditions by selecting the action to connect to for each result branch in the properties pane.

  • Delete a branch from the selected action by clicking X above and to the right of the branch condition drop-down.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

View Name of User Who Last Modified a Script

You can now see who last made a change to a script. The name is available on the Scripts page in a new Modified By column.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

Update to Trace Output Variable List

Previously, selecting a variable in the Variables list in the trace output window shows you the last action that modified the value of that variable. In this release, you can see a list of all actions in the script that modify the value of that variable. This allows you to more easily track a variable's values through the script.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

Script Canvas Remembers Last Location and Zoom Setting

The script canvas now remembers the settings from the last time you opened that script.  The next time you open the script, the canvas opens to the same location and with the same level of zoom. This makes it easier to pick up your work from where you left off the last time.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

Script Search Enhancement

When searching by script name on the Scripts page, search results now begin to appear as you type. The results update automatically as you add or remove characters from the search term. You do not need to press enter to begin the search.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

PAGE Action Update

You can now edit the contents of the Raw XML property in the PAGE action. You can paste output from an external XML editor into this action. This provides flexibility when working with this action.

Web or Desktop Studio

Both

 Customer Request UI Change Availability GA
On deploy

Routing Attribute Support in Digital Scripts

You can configure routing attributesClosed Custom traits you can create and assign to agents for use in routing scripts in digital scripts. Routing attributes are a bullseye routing method. The digital REQAGENT action now has the  Routing Attribute and Target Agent properties. The  Routing Attribute has also been added to the digital UPDATE CONTACT action. You can select a routing attribute to apply to the interaction when the script runs. This allows you to further customize the routing of digital interactions to agents.

Web or Desktop Studio

Both

 Customer Request UI Change Availability GA
On deploy

Supervisor

Accessibility Enhancements

This release brings new updates to improve accessibility. These changes align with WCAG 2.2 standards and continue to enhance the experience for:

  • People who use screen readers.

  • Users with color vision challenges.

  • Those who navigate without a mouse.

Customer Request UI Change Availability GA
On toggle

Real-Time Third-Party Telephony (Multi-ACD) Enhancements

Real-Time Third-Party Telephony support now extends to Genesys, enabling supervisors to seamlessly voice monitor and screen monitor agents who are using Genesys telephony system.

In addition, a new View Type toggle, visible only in blended environments, is added to allow supervisors to easily switch visibility between OCR agents & Third-Party Telephony agents.

Customer Request UI Change Availability GA
On toggle

Contacts In Queue

A new Contact Queue panel is added to the Skills Tab. It displays a detailed breakdown of all contacts waiting in the queue for the selected skill, helping supervisors effectively manage and prioritize queue load.

Customer Request UI Change Availability GA
On toggle

Routing Attributes Contact Visibility

Routing attribute details are now added to contacts, giving supervisors deeper insight into how contacts are routed and enabling more informed oversight.

These details appear in:

  • Skills Tab – within the Contacts in Queue panel.

  • Contacts Tab – within the Contact History panel.

Customer Request UI Change Availability GA
On toggle

Performance Monitoring will be Quality Performance

The Performance Monitoring navigation option is renamed to Quality Performance to ensure consistency with recent terminology updates.

Customer Request UI Change Availability GA
On toggle

Topic AI Editor

Enhancements to Topic AI Editor

This release includes several enhancements to the Topic AI Editor to improve usability, accuracy, and regional availability. These updates help organizations better align AI models with their business needs.

Customer Request UI Change Availability GA
On toggle

Launch from Admin AI Studio

The Topic AI Editor is now located under Admin > AI Studio, having moved from Interaction Analytics, making it easier to manage and access. You can now turn the Launch Topic AI Editor permission on or off to access the application within AI Studio.

Customer Request UI Change Availability GA
On toggle

Other Category

A new Other category is now added to improve classification of unmatched intents and actions.

Customer Request UI Change Availability GA
On toggle

Model Enrichment

You can now manually enrich tuned models using your own data such as sample utterances or transcripts to improve classification accuracy.

Note: Historical data reprocessing is not supported.

Customer Request UI Change Availability GA
On toggle

Support for UAE Region

Topic AI Editor is now available for IAA customers in the UAE. Cross-region Bedrock services hosted in Frankfurt (DE) are leveraged to support this functionality.

Customer Request UI Change Availability GA
On toggle

Transcription

CXone Mpower Transcription

New Transcription Engine

Previously, version 11 of Transcription was in a controlled release. In this release, it is generally available. Version 11 improves accuracy, expands the list of supported languages, and continues to support custom vocabulary options. Changes with this version of Transcription include:

  • Code switching: Support for multiple languages spoken in the same conversation or utterance.

  • Cleaner transcripts: Filler words such as "um" and "hmm" are removed, resulting in an easier-to-read transcript.

  • Improved accuracy: Accuracy of transcriptions has improved significantly. Among other improvements, the representation of entities such as acronyms, numbers, and monetary amounts is improved.

  • Add to Lexicon option removed: The vocabulary customization option to add to the lexicon is no longer required. The new version of the transcription engine uses a Large Language Model (LLM) that does not have a set lexicon that it relies on.

  • Boost configuration: Boosting has changed. When you boost a word, the transcription engine uses that word more often. You no longer need to specify a boost level score.

  • Dialect is no longer required: You no longer need to specify a language dialect. For example, you no longer need to select between North American and International English. The new version of the transcription engine is designed to handle input from many dialects.

  • Nondeterministic results: The same audio may be transcribed with some differences each time Transcription processes it.

If you transcribe more than one language, all vocabulary customizations are saved in the same configuration set. A maximum of 50 boosted terms and 200 word replacement configurations are supported.

Customer Request UI Change Availability GA
On toggle

Support for Additional Languages

Transcription now supports six additional languages:

  • German

  • Dutch

  • French

  • Japanese

  • Italian

  • Welsh

Customer Request UI Change Availability GA
On toggle

Custom Vocabulary Configurations Available in All Supported Languages

Custom vocabulary configurations are available for all languages that Transcription supports. Each

Customer Request UI Change Availability GA
On toggle

Continuous Stream Transcription

Display Interaction Transcripts in CXone Mpower Agent Applications

You can now display transcripts from voice interactions in CXone Mpower Agent Suite applications. The transcript is visible to the agent in real time. This makes transcripts available to agents who do not have access to Copilot for Agents or AutoSummary.

Your Studio scripts require the CONTINUOUS TRANSCRIPTION action to set up this option. Additionally, a new permission has been added. The permission must be assigned to agents to enable the display of transcripts for them. This feature requires the purchase of a separate license.

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

Customer Request UI Change Availability CR
On deploy

Export Transcripts to Third-Party Platform

You can now export transcripts to third-party platforms such as a CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories.. Export is available for voice and digital interaction transcripts.

Your Studio scripts require the CONTINUOUS TRANSCRIPTION action and the CONFIGURE TRANSCRIPT SUBSCRIPTION action to set up this option. This feature requires the purchase of a separate license.

Customer Request UI Change Availability CR
On deploy

Voice Biometrics Hub

CXone Mpower Voice Biometrics for Live Agents, IVRs, and Virtual Agents

Voice Biometrics provides voice biometric authentication for live agents, IVRsClosed Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both., and interactions handled by virtual agentsClosed A software application that handles customer interactions in place of a live human agent.. This increases your options for authenticating contacts on voice channelsClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center..

During live agent interactions, a separate window opens in CXone Mpower Agent applications. Agents use the new window to handle voice biometric enrollment and authentication. Configuring voice biometric authentication for IVRs and virtual agents requires custom scripting.

Customer Request UI Change Availability CR
On deploy

Workforce Management

Adjust Forecasts Post-Scheduling

The Adjust Forecast Flow-through upon saving now allows you to update the forecast even after schedules are generated. Once the staffing step is completed and step 5 is done, your changes automatically reflect across Schedule Manager, Intraday, and staffing metrics, with no extra steps needed.

Previously, updating forecasts after scheduling required manual actions to sync changes across the system.

In this release, you can adjust future intervals directly to the forecast flow. This helps improve accuracy, reduce manual effort, and ensure real-time alignment across all planning tools.

Customer Request UI Change Availability GA
On toggle

Active Forecast Display

The Forecast Job List and Schedule Generation pages now display which forecast job has generated each schedule. These visual indicators help you identify the forecast that drives staffing metrics.

Previously, it was difficult to identify which forecast was used during schedule generation, making it unclear what data was driving performance insights on the Intraday and Schedule Manager page.

In this release, visual indicators reflects the forecast job that was used for a given schedule, helping you understand that the schedule is based on forecasted data, even though the specific job is not identified.

This enhancement supports better decision-making, reduces errors, and improves operational efficiency.

Customer Request UI Change Availability GA
On toggle

Update Net Staffing Based on Standalone Simulations

You can now calculate Net Staffing using skill distribution data from standalone simulation results. This helps you make more accurate decisions when approving requests, adjusting intraday schedules, and optimizing staffing.

Previously, net staffing relied on static rules or legacy heuristics, which may not accurately reflect real-time changes, such as time-off requests, meetings, or skill re-assignments.

In this release, you can:

  • Use agent skill distribution per interval from simulation results to update net staffing.

  • Improve accuracy across Intraday Manager, Intraday Reports, Optimizer, and Auto-approvals.

  • Ensure the system reflects the latest agent movements and schedule changes.

  • Continue using legacy methods for past dates, while future dates benefit from simulation-driven updates.

This enhancement helps you maintain better staffing alignment with actual agent availability and expected service levels.

Customer Request UI Change Availability GA
On toggle

Reset Carryover Process to Clear Last Carry Over Time-off Values

Note: This feature is available with the Basic license.

The Reset Carryover Process now lets you undo the automatic carryover of time off. The impact of Reset causes the carryover column to go blank in the Time Off Summary page. If the process completes with incorrect rules or schedules, you can now reset and make necessary adjustments. Additionally, Reset carryover cancels any manual edits.

Previously, once the carryover process was completed, you could only edit errors. This limited your ability to correct issues and maintain audit accuracy.

In this release, you can reset the carryover process after making edits. This helps improve accuracy, reduces manual corrections, and ensures that your time-off policies are properly applied.

Customer Request UI Change Availability GA
On toggle

Rerun Carryover Process for Time Off Management

Note: This feature is available with the Advanced license.

The Rerun Carryover Process now allows you to rerun the time-off carryover process after making adjustments, without manually editing carryover values. This helps ensure that time off allotments are accurate and aligned with policies.

Previously, once the carryover process ran, you couldn’t rerun it, even if changes were needed. This limited your ability to correct errors and maintain audit accuracy.

In this release, you can rerun the process after updating rules or schedules. This enhances accuracy, reduces manual effort, and facilitates more effective time-off management across your workforce.

Learn more about Time-Off Planning.

Customer Request UI Change Availability GA
On toggle

Define Date-Specific Approval Rules

Note: This feature is now available with the Advanced license.

You can now define Approval Rules that apply to specific calendar dates, such as holidays, blackout periods, or seasonal events. These date-specific rules help automate agent request approvals, minimize manual intervention, and ensure timely responses during critical scheduling periods.

Previously, approval rules applied broadly and required manual oversight, even for predictable scenarios.

In this release, you can:

  • Define rules for single dates or sporadic future dates.

  • Set date-specific allotments for time off requests.

  • Ensure only active rules are used for validation, with expired rules clearly indicated.

This enhancement enables you to tailor approval logic to the operational calendar, enhancing consistency and reducing delays.

Customer Request UI Change Availability GA
On toggle

Approve or Decline Multiple Requests in One Action

The Manage Requests page now supports bulk approval and decline actions, making it easier and faster to process multiple agent requests. This enhancement saves time, reduces repetitive actions, and accelerates decision-making.

Previously, managers had to approve or decline each request individually, which slowed down operations and increased manual effort.

In this release, you can:

  • Select and process all visible requests on the current page.

  • View warning icons for any requests that fail to update; these revert to pending status.

This update streamlines request handling and improves efficiency, especially during high-volume periods.

Customer Request UI Change Availability GA
On toggle

CXone WFM Integration with Amazon Connect

CXone WFM now supports integration with Amazon Connect through Engagement Hub. This enhancement enables accurate Forecasting, Scheduling, and Real-time Adherence using standardized data from Amazon Connect.

Previously, CXone WFM was limited to CXone Mpower-native ACDs, which restricted its use in broader environments. This integration expands support to Non-CXone Mpower ACDs, starting with Amazon Connect, helping you manage workforce operations more flexibly.

In this release, you can access:

  • Historical data for forecasting

  • Intraday data for schedule adjustments

This integration extends WFM’s powerful planning and tracking capabilities to Amazon Connect multi-ACDs.

Customer Request UI Change Availability GA
On deploy

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 25.4 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.

ACD Routing

Advanced Routing Availability

This feature was already announced and completed in a previous release. It has been removed from the 25.4 Coming Soon notes, but the capability remains available.

Integrated Matching Included with Unified Routing

This feature was already announced and completed in a previous release. It has been removed from the 25.4 Coming Soon notes, but the capability remains available.

Integrated Matching Availability

This feature was already announced and completed in a previous release. It has been removed from the 25.4 Coming Soon notes, but the capability remains available.

Improved Priority Comparison with Dialer Calls

This feature was already announced and completed in a previous release. It has been removed from the 25.4 Coming Soon notes, but the capability remains available.

Agent Embedded

Reuse Salesforce Agent Screen Pop Scripts

It was previously announced that this feature would be available for flow screen pops and Visualforce screen pops. Instead, it is only available for flow screen pops.

API

Programmatically Register Single-Tenant Applications

A new set of permissions are required to use these new APIs.

Copilot for Agents

Copilot Rules Engine for Real-Time Agent Suggestions

This feature was originally planned to be available at deployment. However, its release has been deferred to a subsequent phase within the release cycle due to internal adjustments.

Creating and Managing Text Cards and Decision Tree Interviews with Elements

This feature was originally planned to be available at deployment. However, its release has been deferred to a subsequent phase within the release cycle due to internal adjustments.

Creating Custom Adaptive Cards with Elements

This feature was originally planned to be available at deployment. However, its release has been deferred to a subsequent phase within the release cycle due to internal adjustments.

Copilot for Engagement Hub - Multi- ACD Support

This feature was originally planned to be available at deployment. However, its release has been deferred to a subsequent phase within the release cycle due to internal adjustments..

Global Changes

Use JWKS Endpoints for RSA Key Rotation with Applications

This feature was originally announced under Global Changes. The announcement has been moved to the API section. For more details, select the API filter on the top right.

Interaction Analytics

Topic AI Editor Moving to AI Studio

This feature previously directed you to select the AI Studio filter for more details. Now it says to select the Topic AI Editor on the top right for more details.

ScreenAgent Manager Enhancements

It was previously announced that the following feature would be included in the upcoming release of ScreenAgent Manager. However, this has been deferred to a future release.

  • A new Update ScreenAgent Configuration option will be available in the actions menu.

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 25.4 release but may be part of a future release.

New Applications

Noise Cancellation

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

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

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

Multi Agent Coordinator

In this release, you will be introduced to the Multi Agent Coordinator (MAC), the orchestration engine at the core of Mpower Agents . MAC will help you coordinate tools, LLMs, and AI agents into flexible, context-aware workflows. Rather than relying on rigid, hard-coded flows, you will dynamically orchestrate tasks based on context, intent, and MAC configurations. With MAC, you will be able to:

  • Use tools like Mpower Agents, Custom Prompts, and Live Transcript in your workflows.

  • Set up one orchestration flow and use it across different areas, such as Copilot for Agents, Copilot for Supervisors, and chatbots.

  • Try out and check your workflows using built-in testing and debugging tools before making them live.

  • Make sure your workflows work well and can grow by using settings for control, tracking what happens during execution, and checking that everything runs as expected.

MAC will contain following features:

  • MAC Builder : With this feature you will be able to create multi-agent orchestration flows using a guided, no-code interface. You will also be able to:

    • Design orchestration logic intuitively without coding.

    • Use tools like Mpower Agents and Live Transcript.

    • Automatically access and attach registered tools to MAC flows.

    • Integrate any MCP-compliant tool or LLM as the catalog grows.

  • MAC Runner: With this feature you will be able to execute orchestration flows built in MAC Builder. You will also be able to:

    • Choose between Agent-Run or App-Run execution modes.

    • Manage tool execution, branching, and multi-turn interactions.

    • Monitor tool usage, status, inputs, outputs, and results.

    • Reuse Mpower Agents registered as MCP tools.

    • Trace execution and handle errors for reliable performance.

  • MAC Playground: With this feature you will be able to test, simulate, and debug your orchestration workflows before deployment. You will also be able to:

    • Chat with MAC to send requests and observe responses.

    • View each orchestration step, including tool usage, inputs, and outputs.

    • Simulate App-Run tools by default; run or simulate Agent-Run tools as needed.

    • Speed up testing by providing expected outputs.

    • Review execution details and errors to fine-tune flows.

ACD Routing

Advanced Routing Availability

Advanced routing features will become available in: 

  • Canada

  • Japan

  • Korea

  • South Africa

  • UAE

  • FedRAMP configurations

Advanced routing features include the ability to specify multiple routing attributes at a time and the option to prioritize routing decisions based on the Most Occupied or Least Occupied agents.

This feature was already announced and completed in a previous release. It has been removed from the 25.4 Coming Soon notes, but the capability remains available.

Integrated Matching Included with Unified Routing

Unified routing uses the same system, methods, and rules to handle both ACD and Digital ExperienceinteractionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. . It's enabled when your system includes both Digital Experience and dynamic delivery. Currently, integrated matching, which enhances unified routing, is enabled separately. In this release, it will be included automatically. If your system already uses Digital Experience and dynamic delivery but not integrated matching, it will be enabled for you.

This feature was already announced and completed in a previous release. It has been removed from the 25.4 Coming Soon notes, but the capability remains available.

Integrated Matching Availability

Integrated matching will be available for FedRAMP configurations.

This feature was already announced and completed in a previous release. It has been removed from the 25.4 Coming Soon notes, but the capability remains available.

Improved Priority Comparison with Dialer Calls

Priority-based routingClosed State that allows an agent to complete work requirements after finishing an interaction. will be more accurate in setups where agents receive both outbound dialer calls and other interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. This enhancement will ensure that the highest priority interaction is delivered to an agent when your system blends inbound and outbound skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge..

This feature was already announced and completed in a previous release. It has been removed from the 25.4 Coming Soon notes, but the capability remains available.

API

API for Activity Audit Report Data

You will be able to use a new APIClosed Application Programming Interface. Allows you to automate certain functionality by connecting your CXone Mpower system with other software. to access data from the Activity Audit report. That report data includes general activity data from your CXone Mpower system. For example, you will be able to pull data on username changes during a specific time period. The API will support a maximum date range of 30 days. It will only retrieve data that is at least 24 hours old. It will return data for all the products you've purchased. There will be no limit to how many data points one request can return.

Documentation for this API will be available on the developer portal Box with arrow indicating navigation to external site..

Bot Builder

Multi-turn Conversations in the Flow Designer

Currently, when creating a flow using the Bot Builder, you are limited to a single prompt to generate the flow. In this release, you can further fine tune the flow by building on the first prompt. You ask for additional customization, request explanations of the intents and scripts, and continue refining until you are satisfied with the flow.

Dashboard

Global Filters

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

New Coaching Widget

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

Digital Experience

Regional Availability

Digital Experience services are available in South Africa.

GDPR Interactions Hub Integration

Digital Experience will integrate with Interactions Hub to enhance the management of sensitive data. This update will help identify and protect the anonymity of contactsClosed The person interacting with an agent, IVR, or bot in your contact center. and interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. This will include message content as well as any attachments. This will also improve how GDPR (General Data Protection regulation) requests are handled. Applications such as Agent, Quality Management, Supervisor, will be able to search for digital messages, agents, contacts, and interactions more easily through Interactions Hub. This will improve data security and provide more control over data storage policies.

Priority Management Update for Digital Skills

Digital skills will support the Priority Management While in Queue field, just like other ACD skill types. To make priority limits consistent, the Maximum Priority will default to 1000 for all skill types. You will now be able to manage priority for digital skills directly from ACD Skills, instead of completing configurations in multiple places. This will make the setup process easier.

For now, you will still be able to view and configure Filtered case priority in Routing Queues, but it's recommended to use the ACD skills page or Studio scripting instead.

Configure Reply-To Settings

The Reply-to address determines which domain email replies are sent to. It lets you receive replies at a different address than the one used to send messages. This can be helpful for gathering and categorizing messages. However, when configured incorrectly, it can make different contacts look like they share the same email address. This can cause confusion and lead to emails from different senders being assigned to the same customer card.

To resolve this issue, you will be able to overwrite the existing customer card ID and To address. This will let you decide which email address to use in the customer card to identify and respond to the contact. This will help fix issues with generic or duplicate From addresses. Using this feature requires advanced email knowledge and experience. Contact your CXone MpowerAccount Representative for help.

Global Changes

Safe Mode Regional Expansion

Currently, safe mode is only available in North America. In this release, it will become available in all regions.

Reporting

API for Activity Audit Report Data

You will be able to use a new APIClosed Application Programming Interface. Allows you to automate certain functionality by connecting your CXone Mpower system with other software. to access data from the Activity Audit report. That report data includes general activity data from your CXone Mpower system. For example, you will be able to pull data on username changes during a specific time period. The API will support a maximum date range of 7 days. It will only retrieve data that is at least 24 hours old. It will return data for all the products you've purchased. There will be no limit to how many data points one request can return.

Documentation for this API will be available on the developer portal Box with arrow indicating navigation to external site..

SmartReach

Termination Codes Integrated with Dispositions

SmartReach termination codes will appear as dispositionsClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. in CXone Mpower. This will ensure consistent reporting across platforms and avoid data mismatches. Agents won’t notice any changes; termination codes will look and work the same as dispositions. The unified ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. management in the ACDapplication will help you reduce setup time and training needs.

Non-Blended Skills

Non-blendedClosed Allows you to combine outbound calls with your inbound queue, based on call priority.SmartReach skills will let agents focus only on outbound calls without being interrupted by inbound traffic. This will improve productivity and pacing for outbound teams.

You will be able to turn blending on or off at the skill level, allowing you to mix blended and non-blended skills based on operational needs. This mirrors Personal Connection functionality and will help reduce training effort.

Preview Dialing

Preview dialing will let agents view contactClosed The person interacting with an agent, IVR, or bot in your contact center. details before making a call. This will help lead to better conversations, higher conversion rates, and stronger compliance. This release will introduce initial support for preview dialing with SmartReach, aligning with the core Personal Connection workflow. Additional capabilities will be introduced in future releases. This phased approach will reduce training and migration challenges while providing greater outreach flexibility.

Workforce Management

Visual Separator Between Days in the Schedule Manager

The Schedule Manager screen now includes a visual separator to help you distinguish between days when scrolling across midnight. This update makes navigation easier and reduces the risk of editing or scheduling on the wrong date.

Previously, the grid displayed multiple days as a continuous timeline without clear separation. This affected the user experience while navigating.

In this release, you can now see a clear separator line and shading between days in the schedule view. These visual cues enhance readability and enable you to quickly identify the current target date while navigating the schedule.

Customer Request UI Change Availability GA
On toggle

Daily AHT Visibility in Intraday Manager

The Intraday Manager screen now includes a daily AHT value alongside the existing TTI AHT. This update provides real-time visibility into daily average handle time, helping you make faster, data-driven decisions to optimize contact center performance.

Previously, the grid only displayed TTI AHT, which limited visibility of the contact center's performance throughout the day. Managers needed both views to assess trends and take timely action.

In this release, this value is now updated every 15 minutes based on selected skills. It is also available for past dates and included in Intraday exports.

Customer Request UI Change Availability GA
On toggle

Features Added to This Release

API

Create Retention Change Data Policies

Mobile SDK

Color Customization

GenAI Prompt Editor

Previously, you could only edit the generative AI prompts for Copilot AutoSummary, KB answers, and journey summary. In this release, you can configure AI prompts for these Copilot for Agents features:

Removed Applications and Features

Removal of Auto Attendant