Fall 2023 Release Notes

This page has been updated to show the products and features in the Fall 2023 release of CXone. Features are subject to change between now and final deployment.

Register for our Fall 2023 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 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 major user interface (UI) changes.
Availability

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

  • On toggle— This is a major release. The feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when that is.
  • On deploy—The feature is immediately available when the new release deploys to your environment.

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

What's New in the Online Help

ACD Routing Help

A new ACD Routing section of the online help shows the difference in functionality between the static delivery and dynamic delivery routing strategies (formerly single channel handling and Omnichannel Session Handling, respectively). The section includes instructions for managing routing at the user and skill level for each routing strategy.

Studio Help

The Studio online help has been reorganized, updated, and new content has been added. The help now includes distinct sections for CXone Studio and the Desktop Studio version. CXone Studio is the new, browser-based version of Studio that's currently available as part of a controlled release (CR) program.

The new content includes: 

Removed Applications and Features

Links Removed from Digital First Omnichannel Navigation

The following UI updates are being made to gradually remove links to features and capabilities no longer accessible in the Digital First Omnichannel portal. You can still access and manage these functions directly in CXone or the developer portal.

  • Reports, Care, CRM, and Settings are being removed from the top and side navigation menus of the Digital First Omnichannel portal.

  • Push API (Webhook) is being removed from the left navigation menu of the Digital First Omnichannel portal.

Customer Request UI Change Availability On toggle

End of Support for ScreenAgent 2.x

From the end of 2023, ScreenAgent versions lower than 3.0.x will no longer be supported. You will need to upgrade all users to ScreenAgent version 3.0.x. You can use the current installation guide for instructions and there are no additional costs.

Customer Request UI Change Availability On deploy

Microsoft LUIS Support Ending

Microsoft is retiring LUIS on October 1, 2025. As of April 1, 2023, no new LUIS resources can be created. Microsoft recommends migrating your LUIS resources to conversational language understanding (CLU).

If you use a Microsoft Azure virtual agent and LUIS with CXone, you need to migrate your LUIS resources according to the Microsoft instructions. This must happen before the October 1, 2025 retirement date established by Microsoft.

Customer Request UI Change Availability N/A

New Applications

CXone Coaching

CXone Coaching is a complete solution designed to help agents grow. It combines insights, organizes coaching sessions, and boosts performance.

In this release, there are many new features that make coaching better and help agents perform well. The updates also make coaching easier and provide more useful information. Additionally, it offers more targeted development strategies.

With the Fall 2023 release, CXone Coaching is generally available. Previously, it was in controlled release (CR) for a selected number of customers.

  • Create coaching workflow: A new coaching form is introduced for streamlined session creation.

  • Enhanced category management: CXone Coaching offers predefined categories and the flexibility for coaches to create and update their own categories.

  • Coaching manager dashboard: The coaching manager dashboard tracks coaching sessions with smart search and filters. It also allows coaches to perform actions during the coaching session, such as edit, delete, duplicate, and send reminder.

  • Coaching scheduler: CXone Coaching is integrated with CXone WFM. Coaches can check agents' availability and schedule a coaching session.

  • Coaching transactional report: CXone Coaching Transactional Report gives a complete session overview for informed decisions. This is a part of the Reporting application.

Customer Request UI Change Availability On toggle

CXone Data Share

CXone Data Share lets you securely extract your contact center data from the CXone data lake, which is hosted in Snowflake. You can query this data with your own business intelligence tool reports and analyses. It provides a superior experience, with fewer limitations, to exporting the data using APIs. To use Data Share, you must have a Snowflake account. You can handle this one of two ways: 

  • If you already have your own Snowflake account, you can use the Data Share interface in the Admin app to connect that account to CXone.
  • If you don't have a Snowflake account, you can use the Data Share interface in the Admin app to create a new Snowflake account for your organization. If you create a CXone Snowflake account, you have the option to export the data into your own database using AWS S3 integration.

To buy a license for Data Share, contact your CXone Account Representative.

Customer Request UI Change Availability On toggle

CXone Enlighten AutoSummary

CXone Enlighten AutoSummary is a new agent assist application that automatically summarizes interactions immediately after they're complete. Using NICE Enlighten AI, AutoSummary identifies the intent, outcome, sentiment, and any events that occurred during the interaction, such as payments made.

AutoSummary increases the accuracy of post-contact notes. It reduces cost by shortening ACWClosed State that allows an agent to complete work requirements after finishing an interaction time. AutoSummary also improves agent satisfaction and customer experience because: 

  • The agent who handles the interaction only needs to review the generated summary and update it.
  • The summary is accurate and consistent.
  • Future agents find an interaction summary with helpful information that gives them context for the new interactions. This improves the customer experience, because the agent can quickly understand the customer's past interactions with your organization.

The summary is delivered to agents in CXone Agent within a few seconds after the interaction ends. Agents can modify the summary if needed. If you have a CRM integrated with CXone, you can also have the summary passed to it.

CXone Enlighten AutoSummary is configured in Agent Assist Hub and invoked using a Studio action. It's currently available on English language voice interactions. The Hybrid and Generative AI modes are available only in the CXone NA1 region. AutoSummary is currently not available for reseller partners.

Customer Request UI Change Availability On toggle

CXone Mobile SDK

The CXone Mobile SDK is a pair of reusable code libraries. They let you integrate CXone digital chat into Android and iOS mobile apps. Your developers won't need to work with CXone APIs directly, making it a quick and easy option for adding DFO chat. The SDK decreases development time, prevents the need to maintain code, and offers many features for effective customer experience. These features include:

  • CXone messaging
  • Rich media messages and attachments
  • Custom notifications
  • Pre-chat surveys and welcome messages
  • Satisfaction surveys
  • Usage data
Customer Request UI Change Availability On deploy

CXone Open

CXone Open lets you take advantage of CXone cloud recording and business applications while still using your existing telephony system whether it is in the cloud or on premise.

CXone Open enables out-of-the-box connectivity to your third-party telephony system to allow recording of third-party telephony calls (voice and screen).

CTI connectivity options for connecting Avaya to CXone:

  • Avaya TSAPI

  • Avaya SIPREC—for capturing external calls

  • Avaya DMCC—for capturing internal and external complex calls (mono only)

Avaya TSAPI with SIPREC is required for capturing voice calls. A combination of Avaya SIPREC and DMCC is also supported.

CXone Open supports SSC active recording for DMCC.

CXone Open supports call recording related to telephone campaigns by supporting the following outbound dialers:

  • AVAYA POM Dialer

  • Aspect (Alvaria) with Avaya based on SIP or DMCC

CXone Open supports screen recording of calls from a third-party telephony system. ScreenAgent needs to be configured to use OS Login.

  • Interactions: Skills and dispositions are not displayed in the search results. When a contact includes stereo recordings and mono recordings, the playback of the entire contact will be mono.

  • CXone Quality Management: My Zone and Quality Planner. A Quality Plan by skill/disposition cannot be generated in CXone for CXone Open users. You can create a Quality Plan according to a business data field if the skill is populated into that field.

  • Interaction Analytics: Single language support per tenant.

  • Performance Management: No data is displayed in ACD-related widgets.

  • Reporting and Dashboard: For Quality Management and recording related data.

Customer Request UI Change Availability On toggle

CXone Performance Management Application Analytics

CXone Performance Management Application Analytics uses CXone Desktop Data Collection to track agents' desktop actions. This includes keystrokes, cursor movements, and clicks. It then processes the data and presents it on dashboards. The dashboards show the data in the categories, KPIs, and metrics that you choose.

CXone Performance Management Application Analytics helps supervisors to identify:

  • Top and bottom performers

  • Productivity gaps

  • Coaching opportunities

It offers these key capabilities:

  • Visibility into agent activities

  • Insights into agent activities

  • Identification of productivity gaps

  • Productivity-related KPIs, trends and deep-dive analysis. It also includes other KPIs such as QA, Volumes, SLAs, and Timeliness.

Customer Request UI Change Availability On toggle

CXone Performance Management Standalone Application

Previously, you had to purchase and use CXone Performance Management as an integrated product with your CXone ACD. In this release, you can purchase and use CXone Performance Management as a standalone solution.

Customer Request UI Change Availability On toggle

ACD

Improvements to Omnichannel Session Handling Experience

Two updates have improved the Omnichannel Session Handling (OSH) experience: 

Customer Request UI Change Availability On deploy

Hours of Operation and Workflow Data Views Added in Admin

Two view types have been added to Admin that will impact ACD, Hours of Operation and Workflow Data. These view types limit the visibility of hours of operation and workflow data records to users.

For more details about this feature, select the Admin filter on the top right.

Customer Request UI Change Availability On toggle

ACD Channels

Trunk Group Specification for Manual Outbound ACD Skills

You can select which trunk group a manual outbound ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge should use to deliver its call traffic. This enables you to make the calling number visible to improve answer rates.

This feature will be available later in the Fall 2023 release cycle.

Customer Request UI Change Availability On deploy

Admin

Hierarchy Updates

Hierarchies now include the following updates:

  • Set a Primary Hierarchy: Previously, hierarchy data could only be used to create user views in Admin. In this release, you can use a primary hierarchy to filter data in the following areas:

    • BI Reports. For more details about this feature, select the Reporting and Dashboards filter on the top right.

    • CXone Recording. For more details about this feature, select the CXone Recording filter on the top right.

    To use hierarchy data in these applications, you must set one of your hierarchies as your primary hierarchy. You can only have one primary hierarchy. Setting a primary hierarchy is permanent. Once set, you cannot change it back to a non-primary hierarchy. Only the primary hierarchy can send data to these applications. Using hierarchies to filter data allows you to create reports tailored to your organizational structure.

  • Edit a Primary Hierarchy: You can continue editing your primary hierarchy after you set it. You should only do so on a regular cadence because editing it can result in data discrepancies. For example:

    • You filter a report by hierarchy to analyze data across several months. Halfway through that time period, someone on your team adds two new users to the organizational unit node you're reporting on. In this case, the second half of the report would include data from two additional users, potentially skewing your results.

    • A member of your team deletes a level in your primary hierarchy. This level will no longer appear in reports and searches as the hierarchy only shows as it is currently. If the date range you are searching with includes a time when the deleted level did exist, the user may see it in the results.

  • Subnode Count Added to Hierarchy Drop-Down in User Views: Previously, you could create user views filtered by hierarchy data. In the hierarchy drop-down, you could not see how many subnodes were under each node. In this release, you can see a count of subnodes under each parent node. This subnode count is next to each node in the hierarchy drop-down. This feature helps you better understand the level of access you are granting users when creating views.

  • Search for Nodes within a Hierarchy: You can search for specific nodes within your hierarchy. If found, the node you search for is placed in the center of the hierarchy window. For the search to yield results, you must type the name of the node exactly. Search is case-sensitive and must contain the entire node name. If you have multiple nodes with the same name, then the first search result is placed in the center of the window. This feature allows you to better navigate large hierarchies.

  • Faster Loading Times on Hierarchy Pages: Hierarchy pages load faster when editing, navigating, or creating hierarchies.

  • Hierarchy Levels Limited to 12: You can only have 12 levels in your hierarchy.

Customer Request UI Change Availability On toggle

Hours of Operation and Workflow Data Views Added

Role-based access control (RBAC) expanded to include two new view types:

Customer Request UI Change Availability On toggle

Overall View Permission for CXone Supervisor

A new permission, Overall View, is now added under Supervisor > General Permission. When enabled, the overall display mode is available on the Live Monitoring page. With this new display mode, supervisors can see all the agents in the contact center.

For more details about this feature, select the CXone Supervisor filter on the top right.

Customer Request UI Change Availability On toggle

MAX Hide Agent State Timer Permission

Previously, any agent using MAX could see how long other agents had been in their current state. In this release, you can use the Hide Agent State Timer permission to hide the agent state timer from users with the affected role. This gives you the flexibility to configure your system as needed.

Customer Request UI Change Availability On toggle

CXone Agent

These features will be available later in the release cycle, in December 2023.

Enhancements to the CRM Integration Experience

If you've integrated a CRM with CXone Agent, these updates apply:

IEX WFM Schedules

If your organization uses IEX WFM Integrated, agents see their IEX WFM schedule in the Schedule icon, a calendar. space in CXone Agent. They cannot edit their IEX WFM schedules inside CXone Agent.

Customer Request UI Change Availability On toggle

Queue Counts for Voicemails and Work Items

Previously, the Queue icon, stacked items in a container. space in CXone Agent only showed queue counts for calls. In this release, it also shows queue counts for voicemails and work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts..

Customer Request UI Change Availability On toggle

Skill Assignments Page

The Skill Assignments page in Settings icon, a gear. shows agents a list of the skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge assigned to them and their proficiencies in those skills. This is useful for troubleshooting and understanding contact routing.

Customer Request UI Change Availability On toggle

Enhancements to Digital Interaction Search

When agents search for digitalClosed Any channel, contact, or skill associated with Digital First Omnichannel. interactions, they can:

  • Filter by Owner Assignee, Inbox Assignee, and Skill.

  • Select multiple elements in filters.

Customer Request UI Change Availability On toggle

Tooltip Timestamps for Digital Messages

Previously, CXone Agent only displayed relative timestamps, such as 5 minutes ago, to show when digital messages were sent. In this release, agents can hover over a digital message to see a tooltip with the exact date and time the message was sent. The tooltip appears in this format: M/DD/YY HH:MM:SS. This applies to chats, emails, SMS, social messages, social platform interactions, and WhatsApp messages.

Customer Request UI Change Availability On toggle

AutoSummary

You can set up AutoSummary for voice skills that have dispositions enabled. AutoSummary automatically generates call summaries for those skills. Each call's summary appears in the Notes section of the Outcomes window. This feature saves time for agents; they don't need to enter notes manually after handling calls.

This feature is released with the regular Fall 2023 deployment, in September 2023. For more details about this feature, select the New Applications filter on the top right.

Customer Request UI Change Availability On deploy

ChromeOS Desks

If your agents use ChromeOS, they can manage multiple screens called desks. You can configure CXone Agent to open a new desk each time the agent receives a new interaction. When the interaction ends, the desk for it closes. This helps agents stay organized and efficient.

Customer Request UI Change Availability On toggle

Personal Connection Preview Dialing

Personal Connection (PC) predictive and preview dialing is enabled for CXone Agent. This allows for automated outbound calls. Agents can accept, requeue, reschedule, and snooze PC calls. They also have the option to assign a disposition to the call before it begins.

Customer Request UI Change Availability On toggle

HTML for Screen Pops

Previously, screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. could only be configured for CXone Agent using URLs. In this release, you can use custom HTML to create screen pops. This is done using:

  • The INDICATE Studio action's ShowCustomForm setting in the ActionType and ActionValue properties.

  • The RUNAPP Studio action's Prompt the user with a web page like form action type.

Customer Request UI Change Availability On toggle

UI and UX Improvements

These improvements are made to the CXone Agent user interface:

Branding Profile

CXone Agent uses the design configured in the Branding Profile in Tenant Management.

For more details about this feature, select the Partner Applications filter on the top right.

Customer Request UI Change Availability On toggle

CXone Agent Embedded

These features will be available later in the release cycle, in December 2023.

Support for Pega

CXone Agent Embedded supports an embedded experience with Pega. This is in addition to the previously announced support for Kustomer, Microsoft Dynamics, Salesforce, ServiceNow, and Zendesk.

Customer Request UI Change Availability On toggle

Enhancements to the CRM Integration Experience

If you've integrated a CRM with CXone Agent Embedded, these updates apply:

IEX WFM Schedules

If your organization uses IEX WFM Integrated, agents see their IEX WFM schedule in the Schedule icon, a calendar. space in CXone Agent Embedded. They cannot edit their IEX WFM schedules inside CXone Agent Embedded.

Customer Request UI Change Availability On toggle

Queue Counts for Voicemails and Work Items

Previously, the Queue icon, stacked items in a container. space in CXone Agent Embedded only showed queue counts for calls. In this release, it also shows queue counts for voicemails and work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts..

Customer Request UI Change Availability On toggle

Skill Assignments Page

The Skill Assignments page in Settings icon, a gear. shows agents a list of the skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge assigned to them and their proficiencies in those skills. This is useful for troubleshooting and understanding contact routing.

Customer Request UI Change Availability On toggle

Enhancements to Digital Interaction Search

When agents search for digitalClosed Any channel, contact, or skill associated with Digital First Omnichannel. interactions, they can:

  • Filter by Owner Assignee, Inbox Assignee, and Skill.

  • Select multiple elements in filters.

Customer Request UI Change Availability On toggle

Tooltip Timestamps for Digital Messages

Previously, CXone Agent Embedded only displayed relative timestamps, such as 5 minutes ago, to show when digital messages were sent. In this release, agents can hover over a digital message to see a tooltip with the exact date and time the message was sent. The tooltip appears in this format: M/DD/YY HH:MM:SS. This applies to chats, emails, SMS, social messages, social platform interactions, and WhatsApp messages.

Customer Request UI Change Availability On toggle

AutoSummary

You can set up AutoSummary for voice skills that have dispositions enabled. AutoSummary automatically generates call summaries for those skills. Each call's summary appears in the Notes section of the Outcomes window. This feature saves time for agents; they don't need to enter notes manually after handling calls.

This feature is released with the regular Fall 2023 deployment, in September 2023. For more details about this feature, select the New Applications filter on the top right.

Customer Request UI Change Availability On deploy

ChromeOS Desks

If your agents use ChromeOS, they can manage multiple screens called desks. You can configure CXone Agent Embedded to open a new desk each time the agent receives a new interaction. When the interaction ends, the desk for it closes. This helps agents stay organized and efficient.

Customer Request UI Change Availability On toggle

Personal Connection Preview Dialing

Personal Connection (PC) predictive and preview dialing is enabled for CXone Agent Embedded. This allows for automated outbound calls. Agents can accept, requeue, reschedule, and snooze PC calls. They also have the option to assign a disposition to the call before it begins.

Customer Request UI Change Availability On toggle

HTML for Screen Pops

Previously, screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. could only be configured for CXone Agent Embedded using URLs. In this release, you can use custom HTML to create screen pops. This is done using:

  • The INDICATE Studio action's ShowCustomForm setting in the ActionType and ActionValue properties.

  • The RUNAPP Studio action's Prompt the user with a web page like form action type.

Customer Request UI Change Availability On toggle

UI and UX Improvements

These improvements are made to the CXone Agent Embedded user interface:

Branding Profile

CXone Agent Embedded uses the design configured in the Branding Profile in Tenant Management.

For more details about this feature, select the Partner Applications filter on the top right.

Customer Request UI Change Availability On toggle

CXone Agent for Microsoft Teams

These features will be available later in the release cycle, in December 2023.

Enhancements to the CRM Integration Experience

If you've integrated a CRM with CXone Agent for Microsoft Teams, these updates apply:

IEX WFM Schedules

If your organization uses IEX WFM Integrated, agents see their IEX WFM schedule in the Schedule icon, a calendar. space in CXone Agent for Microsoft Teams. They cannot edit their IEX WFM schedules inside CXone Agent for Microsoft Teams.

Customer Request UI Change Availability On toggle

Queue Counts for Voicemails and Work Items

Previously, the Queue icon, stacked items in a container. space in CXone Agent for Microsoft Teams only showed queue counts for calls. In this release, it also shows queue counts for voicemails and work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts..

Customer Request UI Change Availability On toggle

Skill Assignments Page

The Skill Assignments page in Settings icon, a gear. shows agents a list of the skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge assigned to them and their proficiencies in those skills. This is useful for troubleshooting and understanding contact routing.

Customer Request UI Change Availability On toggle

Enhancements to Digital Interaction Search

When agents search for digitalClosed Any channel, contact, or skill associated with Digital First Omnichannel. interactions, they can:

  • Filter by Owner Assignee, Inbox Assignee, and Skill.

  • Select multiple elements in filters.

Customer Request UI Change Availability On toggle

Tooltip Timestamps for Digital Messages

Previously, CXone Agent for Microsoft Teams only displayed relative timestamps, such as 5 minutes ago, to show when digital messages were sent. In this release, agents can hover over a digital message to see a tooltip with the exact date and time the message was sent. The tooltip appears in this format: M/DD/YY HH:MM:SS. This applies to chats, emails, SMS, social messages, social platform interactions, and WhatsApp messages.

Customer Request UI Change Availability On toggle

AutoSummary

You can set up AutoSummary for voice skills that have dispositions enabled. AutoSummary automatically generates call summaries for those skills. Each call's summary appears in the Notes section of the Outcomes window. This feature saves time for agents; they don't need to enter notes manually after handling calls.

This feature is released with the regular Fall 2023 deployment, in September 2023. For more details about this feature, select the New Applications filter on the top right.

Customer Request UI Change Availability On deploy

Personal Connection Preview Dialing

Personal Connection (PC) predictive and preview dialing is enabled for CXone Agent for Microsoft Teams. This allows for automated outbound calls. Agents can accept, requeue, reschedule, and snooze PC calls. They also have the option to assign a disposition to the call before it begins.

Customer Request UI Change Availability On toggle

HTML for Screen Pops

Previously, screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. could only be configured for CXone Agent for Microsoft Teams using URLs. In this release, you can use custom HTML to create screen pops. This is done using:

  • The INDICATE Studio action's ShowCustomForm setting in the ActionType and ActionValue properties.

  • The RUNAPP Studio action's Prompt the user with a web page like form action type.

Customer Request UI Change Availability On toggle

UI and UX Improvements

These improvements are made to the CXone Agent for Microsoft Teams user interface:

Branding Profile

CXone Agent for Microsoft Teams uses the design configured in the Branding Profile in Tenant Management.

For more details about this feature, select the Partner Applications filter on the top right.

Customer Request UI Change Availability On toggle

Agent for Salesforce

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

Add Agent Custom Settings to Navigation Items

You can add Agent Custom Settings to the navigation items in your Agent for Salesforce Lightning apps. This allows you quickly access to these settings.

Customer Request UI Change Availability On toggle

Agent for Service Cloud Voice

These features will be available later in the release cycle, in late November or early December 2023.

Standard and Dynamic Address Book Support

Agent for Service Cloud Voice supports standard and dynamic address books in CXone. Using these address books allows agents to access contact information within Agent for Service Cloud Voice.

Customer Request UI Change Availability On deploy

WatchRTC SDK Integration

When Integrated Softphone and Voice Quality Metrics are enabled for your system, you can use the WatchRTC SDK in Agent for Service Cloud Voice. Using the WatchRTC SDK gives you an overview of WebRTC health for your organization.

Customer Request UI Change Availability On deploy

Outcomes Added

Agents can use the Outcomes section to apply dispositions and tags to their voice 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..

  • Dispositions: Describe the outcome of the voice interaction. This could include left voicemail, scheduled follow-up, no longer in service, and so on. This helps keep other teams who handle the contact up to date on their voice interactions.

  • Tags: Words or short phrases used to associate the call with Salesforce records. This helps to organize your voice interactions and data.

Customer Request UI Change Availability On deploy

Voicemail Playback

Voicemail recordings and transcripts are routable to agents. In the channel settings in CXone, you can configure voicemail recordings and transcripts to be routed using a queue or an Omni-Channel flow. This allows agents to follow up with contacts as needed.

Customer Request UI Change Availability On deploy

Screen Pop to Flow

You can configure screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for agents using Agent for Service Cloud Voice. Screen pops are configured in the CXone ACD Skills page. This helps the agents have access to information they can use to have a successful voice interaction.

Customer Request UI Change Availability On deploy

CXone Agent Integrated

These features will be available later in the release cycle, in December 2023.

Integration with Pega

CXone Agent Integrated supports integration with Pega. This is in addition to the previously announced support for Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow, and Zendesk.

Customer Request UI Change Availability On toggle

Enhancements to the CRM Integration Experience

If you've integrated a CRM with CXone Agent Integrated, these updates apply:

IEX WFM Schedules

If your organization uses IEX WFM Integrated, agents see their IEX WFM schedule in the Schedule icon, a calendar. space in CXone Agent Integrated. They cannot edit their IEX WFM schedules inside CXone Agent Integrated.

Customer Request UI Change Availability On toggle

Queue Counts for Voicemails and Work Items

Previously, the Queue icon, stacked items in a container. space in CXone Agent Integrated only showed queue counts for calls. In this release, it also shows queue counts for voicemails and work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts..

Customer Request UI Change Availability On toggle

Skill Assignments Page

The Skill Assignments page in Settings icon, a gear. shows agents a list of the skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge assigned to them and their proficiencies in those skills. This is useful for troubleshooting and understanding contact routing.

Customer Request UI Change Availability On toggle

Enhancements to Digital Interaction Search

When agents search for digitalClosed Any channel, contact, or skill associated with Digital First Omnichannel. interactions, they can:

  • Filter by Owner Assignee, Inbox Assignee, and Skill.

  • Select multiple elements in filters.

Customer Request UI Change Availability On toggle

Tooltip Timestamps for Digital Messages

Previously, CXone Agent Integrated only displayed relative timestamps, such as 5 minutes ago, to show when digital messages were sent. In this release, agents can hover over a digital message to see a tooltip with the exact date and time the message was sent. The tooltip appears in this format: M/DD/YY HH:MM:SS. This applies to chats, emails, SMS, social messages, social platform interactions, and WhatsApp messages.

Customer Request UI Change Availability On toggle

AutoSummary

You can set up AutoSummary for voice skills that have dispositions enabled. AutoSummary automatically generates call summaries for those skills. Each call's summary appears in the Notes section of the Outcomes window. This feature saves time for agents; they don't need to enter notes manually after handling calls.

This feature is released with the regular Fall 2023 deployment, in September 2023. For more details about this feature, select the New Applications filter on the top right.

Customer Request UI Change Availability On deploy

ChromeOS Desks

If your agents use ChromeOS, they can manage multiple screens called desks. You can configure CXone Agent Integrated to open a new desk each time the agent receives a new interaction. When the interaction ends, the desk for it closes. This helps agents stay organized and efficient.

Customer Request UI Change Availability On toggle

Personal Connection Preview Dialing

Personal Connection (PC) predictive and preview dialing is enabled for CXone Agent Integrated. This allows for automated outbound calls. Agents can accept, requeue, reschedule, and snooze PC calls. They also have the option to assign a disposition to the call before it begins.

Customer Request UI Change Availability On toggle

HTML for Screen Pops

Previously, screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. could only be configured for CXone Agent Integrated using URLs. In this release, you can use custom HTML to create screen pops. This is done using:

  • The INDICATE Studio action's ShowCustomForm setting in the ActionType and ActionValue properties.

  • The RUNAPP Studio action's Prompt the user with a web page like form action type.

Customer Request UI Change Availability On toggle

UI and UX Improvements

These improvements are made to the CXone Agent Integrated user interface:

Branding Profile

CXone Agent Integrated uses the design configured in the Branding Profile in Tenant Management.

For more details about this feature, select the Partner Applications filter on the top right.

Customer Request UI Change Availability On toggle

API

Permission Checks for POST /skills

Permission checks were applied to older versions of the ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge creation API, POST /skills . This brings versions 7, 9-13, and 18 up to current security standards. If you create ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge with this API, ensure that the role of the CXone user making the API calls has the Skills Create permission. The more recent versions, 19, 24, 27, and 28, already have permission checks.

Customer Request UI Change Availability On deploy

New Agent Queue Counter APIs

Two new APIs let you get extensive information on the contacts in an agent's personal queue. For example, you can get the media typeClosed A medium, such as voice, email, and chat, through which a contact connects with an intended recipient., skill, and campaignClosed A grouping of skills used to run reports. the contact routed through. A personal queue is separate from a skill queue and exists for contacts routed directly to an agent. This occurs any time an agent is requested by agentID rather than by skill, such as during a transfer.

Documentation for these APIs will be available in the Agent category at the end of the 23.3.0 release cycle in early October.

Customer Request UI Change Availability On deploy

CXone WFM Export Schedules API

You can export CXone Workforce Management agent schedules using a new API. This is an alternative to exporting schedules using CSV files.

The developer portal will also have a new WFM category for this API's documentation. It will be added to the portal at the end of the 23.3.0 release cycle in early October.

Customer Request UI Change Availability On deploy

CXone Attendant

Record Greetings Directly from App

Previously, users initiated a phone call to a selected phone number to record Unavailable, Out of Office, and After Hours greetings. In this release, users can record greeting prompts directly within the app by launching an in-app recorder. Users can record Unavailable, Out of Office, and After Hours greetings directly within the browser and then play back the messages. This change simplifies the process of recording greetings and capturing voicemails.

Customer Request UI Change Availability On deploy

Updated CXone Attendant User Page Layout

All voicemail-related settings are being consolidated under one area of CXone. A new Voicemail Management section has been introduced on both the Business Unit > CXone Attendant tab and the Users > CXone Attendant tab. This update makes it easier for users to identify and access CXone Attendant Plus (voicemail only) features, saving time and effort in configuration.

Customer Request UI Change Availability On deploy

Bot Builder

Custom Scripting

There is a new section in Bot Builder where you can write custom JavaScript to enhance and customize your botClosed A software application that handles customer interactions in place of a live human agent.'s behavior. The scripts you write can allow your bot to do more during conversations, such as:

  • Add logic
  • Perform complex operations
  • Integrate with external systems

You can add your scripts to bot skills and publish them on the Skill Store. You can also discover scripts that others have published in their skills.

Customer Request UI Change Availability On toggle

Skill Store Updates

The following features are available for the Skill Store:

  • Private and Local Sharing: Previously, you could publish your skills to the Skill Store for anyone to access. In this release, you can also privately share your bot skills using a link or locally share them with only your tenant inside the Skill Store.
  • Create New Bots from Skills: You can use skills you discover in the Skill Store to immediately create new bots.
  • Feedback Management Integration: There is an integration for Feedback Management in the Skill Store. This integration allows your bot to perform conversational surveys with contacts.
Customer Request UI Change Availability On toggle

UI and UX Improvements

The following user experience improvements were made for existing features and functionality:

  • Slot Variable Auto-Complete: You can view and select from a list of all existing slot variables when you type the first bracket { to insert a slot variable into a bot message.
  • Message Variations: You can set up a variety of responses in one message action. The bot then randomly chooses which one to use in a conversation.
  • Show/Hide Intents: You can hide an existing intent from your training data, telling Bot Builder to treat it as a draft. It will still be visible to you to edit, but your bot does not learn from the intent while it is hidden. You can show the intent again when it's ready.
  • Layout Flexibility: When working on dialogues, NLU, or integrations, you can adjust the width of each pane in Bot Builder to maximize space for the content you need.
Customer Request UI Change Availability On toggle

Cloud Storage Services

Azure Storage

New customers can choose between storing their files in AWS or Azure. Once you have chosen a storage method, you cannot switch from one method to the other. This means that if your existing organization is already using Cloud Storage Services, you cannot switch from AWS storage to Azure storage.

Azure storage lets you store, access, and play back your physical files. The information and metadata related to those files are stored in AWS. Life cycle management rules for Azure storage allow you to delete files from active storage after a certain number of days. Azure storage doesn't support archiving, file retrieval, long-term storage rules, Secure External Access (SEA), or multi-region storage.

This feature is only available in the United States.

Customer Request UI Change Availability On toggle

DEVone Integrations

Textel

International Codes

SMS short codes have been added for the United Kingdom.

Customer Request UI Change Availability On deploy

Textel Conversations

Textel Conversations is an online texting dashboard where users can do two-way messaging and access compliance tools. Users without a CXone license can also access the tool. This lets people within your business who are not contact center agents use the messaging tool.

Customer Request UI Change Availability On deploy

Integration with Salesforce Flow Builder

Integrating your CXone Textel experience with Salesforce Flow Builder lets you use your Salesforce data to do the following: ​​

  • Add event-driven texting to your existing Salesforce flows. For example, if a contact schedules an appointment, Salesforce can immediately send an SMS with details about the appointment.

  • Write SMS interactions into new data objects.​​

  • Build and pull SMS reports in Salesforce. This includes reports for interaction history.​​

  • See SMS message details and timestamps.​

Customer Request UI Change Availability On deploy

Text Bots

You can use Textel conversational bot flows for agentless SMS interactions. Setting up these guided conversation flows is simple and doesn't require any coding expertise. ​

Customer Request UI Change Availability On deploy

Digital First Omnichannel

Expanded Capability for Delete Author's Name of a Message WFA Job

Previously, the Delete Author's Name of a Message job in Workflow Automation (WFA) only redacted the value of the user's name. In this release, the job also redacts email addresses and social media handles. This job works with case-based triggers and continues to require the use of a scheduler.

Customer Request UI Change Availability On toggle

Bring Your Own Channel Authentication Server URL

You can configure a URL for Bring Your Own Channel (BYOC) authentication that is separate from your middleware URL. This enhances security for your BYOC integration. If you do not provide this additional URL, the middleware URL is used instead.

Customer Request UI Change Availability On toggle

Digital Scripting Enhancements

DigitalClosed Any channel, contact, or skill associated with Digital First Omnichannel. scripts will receive some enhancements.

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

Customer Request UI Change Availability On deploy

Queue Creation and Migration to ACD Skills

You can no longer create new digital routing queues in DFO. You can continue to edit existing routing queues, but you should now create new digital skills in ACD. You can create, edit, activate, and deactivate digital skills and routing queues in ACD. You can set the service level and goal for contact delivery. You can also configure settings for contact and agent response times for digital skills. Setting response times is only available for CXone Agent.

Customer Request UI Change Availability On toggle

Real-Time Translations

DFO allows you to integrate RWS Language Weaver for automatic language translation. This allows agents using MAX to send and receive translated messages in real time. You need to purchase the language pairs from RWS that you want agents to be able to use. Then you can enable automated language translations on the Points of Contact Digital page.

Customer Request UI Change Availability On deploy

Chat Translations Renamed to Language Localization

Chat messagingClosed Asynchronous chat in which contacts send a chat message anytime and wait for a reply and live chatClosed Agents and contacts interact on a real-time basis channels allow you to add language variants in addition to those supported for default translation. Previously, this option appeared as Translations for your chat channels. In this release, it has been renamed and appears as Language Localization.

Customer Request UI Change Availability On deploy

Removal of Links to Features Outside of DFO

The following UI updates are being made to gradually remove links to features and capabilities no longer accessible in the Digital First Omnichannel portal. You can still access and manage these functions directly in CXone or the developer portal.

  • Reports, Care, CRM, and Settings are being removed from the top and side navigation menus of the Digital First Omnichannel portal.

  • Push API (Webhook) is being removed from the left navigation menu of the Digital First Omnichannel portal.

Customer Request UI Change Availability On toggle

CXone Email Spam Filtering

You can create spam tags for inbound emails. If AWS SES suspects the email is spam, the email is flagged and the tag is applied. You can apply the spam tag to specific routing queues to route those messages away from agents. You can configure each CXone email channel with its own spam tag in the channel settings.

Customer Request UI Change Availability On deploy

Migration to Cloud API for WhatsApp

Starting in the Summer 2023 release, DFO no longer uses a third-party integration service for WhatsApp. DFO connects directly to the Meta Cloud API. This migration process is ongoing in this release.

  • Migrate to Meta Cloud API: You need to migrate your information to the Meta Cloud API by the end of September 2023 at the latest. The old WhatsApp button on the Points of Contact Digital page will be removed on 1 October. If you don't migrate in time, your WhatsApp services will no longer be available.

  • Manage Message Templates in WhatsApp Manager: All users can manage message templates directly in the WhatsApp Manager. If you didn't already have this option, it is available after you successfully migrate to the Meta Cloud API. You no longer need to complete any configuration steps for these templates in CXone. This makes it easier to configure and manage your WhatsApp account in one place. It also makes the configuration experience more consistent for new and existing WhatsApp users.

Customer Request UI Change Availability On deploy

DFO Chat Close Button

Previously, the button to end a chat was under the chat settings drop-down. In this release, you can use a JavaScript API call to display an X in the main window instead. This button provides a simpler experience for users to end their chat session.

Customer Request UI Change Availability On deploy

DFO Chat Typing Preview

When enabled, agents can see messages from the contact before they are sent. This allows agents to prepare their responses and reply faster. This feature is turned off by default. You can turn it on in the settings for each individual chat channel.

This feature is not compliant with PCI or HIPAA.

Automatic translation does not work with this feature turned on.

Customer Request UI Change Availability On toggle

DFO Chat Performance Enhancements with Chatbot Responses

In DFO Chat, responses from a chatbot are sent sooner after receiving the contact's message. This decreases the loading times of the chat window for the user interacting with the bot.

Customer Request UI Change Availability On toggle

Enlighten AI Routing

Sentiment Focus Metric Added

You can use Sentiment as your Enlighten AI Focus Metric. This can help you further customize your routing strategy.

Customer Request UI Change Availability On toggle

Focus Metric Weighting

In ACD skill settings, you can control how Enlighten AI Routing distributes routes by considering agent workload. You can use the Enlighten AI Focus Metric drop-down and select the focus metric and the weight. Enlighten AI Routing balances predicted KPI values with agent workload metrics, such as idle time. This allows you to quickly customize how Enlighten AI Routing works for your organization. These are the weighting options:

  • Focus Metric + High Weight: Routes to agents only based on predictions made for the selected KPI.

  • Focus Metric + Medium-High Weight: Distributes 90% of interactions to agents with the best predicted KPI and then routes 10% of interactions to agents with relatively low occupancy and high idle time.

  • Focus Metric + Medium Weight: Distributes 80% of interactions to agents with the best predicted KPI and then routes 20% of interactions to agents with relatively low occupancy and high idle time.

  • Focus Metric + Medium-Low Weight: Distributes 70% of interactions to agents with the best predicted KPI and then routes 30% of interactions to agents with relatively low occupancy and high idle time.

  • Focus Metric + Low Weight: Distributes 60% of interactions to agents with the best predicted KPI and then routes 40% of interactions to agents with relatively low occupancy and high idle time.

Customer Request UI Change Availability On toggle

CXone Guide

Branding Enhancements

You can maintain multiple brandings that you can assign to different templates. Also, you can use the new Guide Set Branding action when creating engagement rules. Use it to dynamically set the branding for Guide.

Customer Request UI Change Availability On toggle

Engagement Rule Enhancements

The following enhancements are available for defining engagement rules:

  • Page Element Exists Condition: This condition triggers an engagement rule based on a certain UI element appearing on the page the visitor is viewing. You must first map the UI element by using the Engagement Mapper.

  • UI Adjustments to Conditions: Some Guide condition operators are not needed for engagement rules. These operators are adjusted to what is relevant for Guide engagement rules.

Customer Request UI Change Availability On toggle

Transparent Button Backgrounds

When defining a button, you can set the background of the button to be transparent. The transparent background overrides the color set in branding.

Customer Request UI Change Availability On toggle

Interaction Analytics

Apply Search Filters to Workspaces

You can create a saved search and view it on the Search page. You can apply search filter results and saved searches to your workspacesClosed Named view of one or more widgets.. This allows you to see the data you are looking for more quickly without needing to use workspace or widgetClosed Graphical representation of data that meets specified filter criteria. filters. This update also includes changes to the following areas of the workspace UI:

  • Workspace filters have been moved from a panel to the right to the top of the workspace.

  • You now add widgets from a panel to the right of the workspace.

  • Workspace and widget filters are now consistent with the filters that appear on the Search page.

  • A new search bar appears at the top of the workspace.

  • You no longer need to use an editing mode to adjust or save changes to workspaces or widgets.

Customer Request UI Change Availability On toggle

Improvement to Brazilian Portuguese and German Transcripts

A new transformer technology is used to improve the accuracy of transcripts for Brazilian Portuguese and German. This makes transcriptsClosed Written form of a voice or digital interaction easier to read and understand.

Customer Request UI Change Availability On deploy

Enlighten Features Available for IA Advanced

Previously, to use Enlighten AI metrics in IA, you needed to have IA Premium and an Enlighten package. In this release, Enlighten-enabled features are included with the IA Advanced package. If you already have IA Advanced or IA Premium, this update doesn't affect you.

Customer Request UI Change Availability On deploy

Support for Open Recording

IA can process calls from open recording. This means IA can analyze interactions even if you don't use the CXone ACD in your contact center. MCR open recording supports Avaya ACD. This update doesn't include historical data prior to this release.

Customer Request UI Change Availability On deploy

Interactions and Playback

Search and Filter by Group

You can search interactions by group name and group ID, and you can filter by group name. A new column is available in the Interactions search results to display the groups associated with agents in an interaction. See Interactions: Search and Playback.

Customer Request UI Change Availability On toggle

Filter by Hold Count and Hold Time

You can filter Interactions search results by a segment's hold count and hold time. New columns are available in the search results to display the hold count and hold time associated with a segment. See Refine and Manage Search Results .

Customer Request UI Change Availability On toggle

Tag Interaction by Group

In the comment of an interaction, you can tag by group name as well as by individual users. See Refine and Manage Search Results .

Customer Request UI Change Availability On toggle

Improved Recording Alert Descriptions

Recording alerts provide more information about recording errors. For example, if there is a recording alert because there is no connection to the media server, there can be multiple reasons. The error description for the recording alert provides more detailed information. See Customize Columns.

Customer Request UI Change Availability On toggle

MAX

Hide Agent State Timer

Previously, any agent using MAX could see how long other agents have been in their current state. In this release, you can use the Hide Agent State Timer permission to hide the agent state timer from user's view. This provides flexibility in suppressing the agent state timer for agent user's view.

Customer Request UI Change Availability On toggle

Updated Error Message

Previously, agents received an "Agent - Crash" message when they had been in an unavailable state for longer than the Agent Timeout (Min) configuration. In this release, the error message says "Agent - Timeout". This makes the error reason clearer.

Customer Request UI Change Availability On toggle

Require Manual Agent Accept

When this setting is enabled on an inbound ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, agents who are engaged in an active voice connection in MAX can manually click Accept or Reject for any incoming contacts. This provides agents with complete control over whether and when they choose to accept incoming contacts.

Customer Request UI Change Availability On toggle

My Zone

Interval Level Self-Service for Extra Hours

This feature is available for users with an advanced license.

Agents can see interval-level extra hours opportunities on their schedules in My Zone. Based on the net staffing levels during the intervals, the extra hours can:

  • Be auto-approved

  • Require approval or

  • Be unavailable

This feature gives agents schedule flexibility. Additionally, it provides transparency while meeting business staffing needs.

Customer Request UI Change Availability On toggle

My Zone– Weekly Schedule View

Agents can have a weekly view of their schedule for better visibility. The weekly view allows easy updates to the status and progress of each request. All the daily view functionality, except self-service, is also available on the weekly view.

Customer Request UI Change Availability On toggle

Partner Applications

Adapters

Improvements in Microsoft Teams Directory Sync and Presence Sync

Two updates improve Microsoft Teams Directory Sync and Presence Sync:

  • Mapping of Multiple CXone Accounts to a Microsoft Azure Account: Previously, you could map only one CXone account to a Microsoft Azure account. In this release, you can map multiple CXone accounts to a Microsoft Azure account.

  • Email Alerts on Insufficient System Users for Presence Event Subscriptions: Previously, CXone administrators weren't alerted when presence event subscriptions could not be synced due to insufficient system users. In this release, email notifications are sent to the CXone administrator informing them there aren't enough system users to establish a presence event subscription. To correct the issue, they need to add more users to the system.

Customer Request UI Change Availability On deploy

Support for More Agent States in RingCentral Presence Sync

Previously, only agents who were in the In a Call state were marked as Unavailable in RingCentral Presence Sync. In this release, the following states are now marked as Unavailable:

  • DND

  • In a Meeting

These new states are now available as an option to map. Users can map these states in a Presence Sync rule. With this improvement, contacts won't be routed to agents who are in these states.

Customer Request UI Change Availability On deploy

Availability of Adapters on FedRAMP

Adapters is now available for FedRAMP. This allows Adapters to be accessible to more users.

Customer Request UI Change Availability On deploy

Zoom Adapters

Zoom Adapters lets you integrate Zoom with Directory Sync and Presence Sync.

Customer Request UI Change Availability On deploy

Tenant Management

Branding Profile Support for the CXone Agent Suite

CXone Agent, CXone Agent Embedded, CXone Agent for Microsoft Teams, and CXone Agent Integrated use the design configured in the Branding Profile in Tenant Management. They display the Branding Profile's logo instead of the CXone logo.

This feature will be available later in the Fall 2023 release cycle.

Customer Request UI Change Availability On toggle

Separate Dashboards Permissions

Previously, the Dashboards permission in Tenant Management was enabled for all tenantsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment and was not editable. In this release, it is replaced by two new permissions: Legacy Dashboard and ACD UH Widgets. Tenant Management administrators can disable the Legacy Dashboard permission to hide Reporting > Dashboards from users.

Customer Request UI Change Availability On deploy

Personal Connection

Create SMS and Email Templates in Arabic

You can create SMS and email templates in Arabic, supporting both right-to-left (RTL) and left-to-right (LTR) text in email and SMS messages. This enhancement offers greater language flexibility, allowing you to utilize outbound digital channelsClosed Any channel, contact, or skill associated with Digital First Omnichannel. in regions where Arabic is spoken.

Customer Request UI Change Availability On deploy

CXone Quality Management

Custom Team Assignment to Evaluator

A Quality Plan creator can customize the teams that an evaluator will receive interactions from.

Customer Request UI Change Availability On toggle

Supervisor Initiates Evaluation Appeal

Previously, a Quality Form supported an evaluation appeal raised by an agent.

In this release, a Quality Form Administrator can set an evaluation appeal raised by a supervisor. A supervisor with the necessary permission can initiate an appeal.

The appeal workflow can be configured in Settings, when creating a new form template.

Customer Request UI Change Availability On toggle

Active Form Edits and Versions

Previously, editing an active form automatically updated the version number.

In this release, the Form Administrator can make cosmetic changes to an active form without a change to the version number. By default, the new Save form without updating version option is enabled.

Cosmetic changes include:

  • Changing form fonts and colors

  • Editing spelling

  • Adding and removing headers

Reports remain unaffected by cosmetic changes.

To apply non-cosmetic changes, the Save form without updating version option setting must be disabled.

Non-cosmetic changes include:

  • Adding or removing question and answer options

  • Drag and drop questions

  • Properties, settings, scoring, and formula changes

Customer Request UI Change Availability On toggle

Evaluation Form Custom Headers

Form builders can create up to five custom header text boxes for a form. This allows you to include evaluation interaction data. Agents can view the header and header values in their evaluations.

Customer Request UI Change Availability On toggle

Support for Side by Side (OCR+3rd Party ACD)

CXone Quality Management now supports Interactions from the Avaya ACD. This support will be dependent on the recording license being configured for CXone, supporting Avaya ACD.

Customer Request UI Change Availability On toggle

Challenge Updated to Appeal

All instances of the terms Challenge or Challenged have been updated to Appeal or Appealed.

Customer Request UI Change Availability On toggle

BI Report Enhancements

  • Hierarchy Filter: You can filter by Hierarchy in the prompt of these QM reports:

    • Evaluations by Section and Question

    • Evaluations by Team

    • Evaluation Details

    • Evaluation Question and Answer Analysis

    • Evaluation Question and Answer Details

    • Evaluation Question Details

    • Evaluator Analysis

    These reports now display a column for Hierarchy:

    • Evaluation by Team

    • Evaluation by Details

    • Evaluator Analysis

    For more details about this feature, select the Admin and Reporting filter on the top right.

    Customer RequestUI ChangeAvailabilityOn deploy

  • Group Filter: You can filter by Group at the top of these QM reports:

    • Evaluations by Section and Question

    • Evaluations by Team

    • Evaluation Question and Answer Analysis

    • Evaluation Question and Answer Details

    • Evaluation Question Details

    Customer Request UI Change Availability On deploy

Next Generation for Coaching

You have access to the original coaching packages and plans in a read-only format. This will allow you to familiarize yourself with the new Coaching platform.

Customer Request UI Change Availability On toggle

CXone Recording

Audit Trail for Play and Pause

Previously, there was no audit trail for play and pause actions when you played back a recording. In this release, there is an audit trail for these actions. This helps to provide additional supervision for supervisors when reviewing recordings.

Customer Request UI Change Availability On toggle

OS Login Support for ScreenAgent

Previously, ScreenAgent only supported logging in with CXone credentials to CXone client software, such as MAX, Agent for Salesforce, and so on. This limited screen recording to CXone ACD telephony. In this release, ScreenAgent, version 3.0.x, supports OS Login credentials, which allows screen recording on advanced configurations, such as CXone Open, multi-session environments, and more.

See ScreenAgent for Windows.

Customer Request UI Change Availability On deploy

Multi-Session Support for ScreenAgent

Previously, screen recording was not supported in multi-session environments. In this release, screen recording is supported in multi-session environments and can record the screen of each agent separately. Users need to log in with OS Login credentials.

See ScreenAgent for Windows.

Customer Request UI Change Availability On deploy

End of Support for ScreenAgent 2.x

From the end of 2023, ScreenAgent versions lower than 3.0.x will no longer be supported. You will need to upgrade all users to ScreenAgent version 3.0.x. You can use the current installation guide for instructions and there are no additional costs.

Reporting and Dashboards

Business Intelligence (BI) Reports

AutoSummary Tab in CXone Billing Report

An AutoSummary tab has been added to the CXone Billing report. It displays usage information for the AutoSummary feature available for the CXone Agent Suite. You can view this information by summary or by agent.

For more details about this feature, select the Enlighten AI Routing filter on the top right.

This feature will be available later in the Fall 2023 release cycle.

Customer Request UI Change Availability On toggle

CXone Quality Management BI Report Enhancements

New AHT Measurements for CXone WFM Reports

Previously, data was collected at the end of interactions. In this release, CXone WFM uses true-to-interval (TTI) analytics to collect data throughout the lifespan of the interaction. There are two new measurements for average handle timeClosed The average amount of time an agent spent handling an interaction (AHT) available in the CXone WFM Intraday report. One measures how many interactions started. The other measures how many interactions are ongoing.

For more details about this feature, select the CXone WFM filter on the top right.

This feature will be available later in the Fall 2023 release cycle, in November 2023.

Customer Request UI Change Availability On toggle

Data Download Reports

CDR Plus Disposition Expanded Report

The CDR Plus Disposition Expanded report shows information about the interactions that occurred in your system, including the contact, agent, skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, campaignClosed A grouping of skills used to run reports., team, time, and dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.. In addition to all of the columns from the CDR Plus Disposition report, it also shows:

  • Active_Talk_Time

  • Callback_Number

  • Conference_Time

  • ContactEndReason

  • Contact_Type

  • Direction

  • End_Time

  • InboundPending

  • OutboundPending

  • Preview_Time

  • Refused

  • Refused_Time

  • Wait_Time

Customer Request UI Change Availability On deploy

Agent State Log Expanded Report

The Agent State Log Expanded report shows the statesClosed The availability status of an agent each agent was in for the time period you select. In addition to the columns from the Agent State Log report, it also shows:

  • State

  • Duration in Seconds

This report lets you see agents' states in one view.

Customer Request UI Change Availability On deploy

All Callbacks Expanded Report

The All Callbacks Expanded report shows all scheduled callbacksClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. and commitmentsClosed Reminders created by agents to make a follow-up call to a contact for the time period you select. In addition to the columns from the All Callbacks report, it also shows:

Customer Request UI Change Availability On deploy

Dashboards

Hide Dashboards

Tenant Management administrators can disable the new Legacy Dashboard permission in Tenant Management to hide Reporting > Dashboards from users.

For more details about this feature, select the Partner Applications filter on the top right. If you have questions, contact your CXone Account Representative.

Customer Request UI Change Availability On deploy

CXone SmartAssist Powered by Amelia

Amelia Updating to Version 5.7.x

SmartAssist has been updated to support Amelia version 5.7.x. The release notes from Amelia about this update are available as a PDF.

This update will be available later in the Fall 2023 release cycle.

Customer Request UI Change
(in CXone)		 Availability On toggle

Studio

DFO Chat Delivery Override

You can override the delivery of DFO chat messages using custom Studio scripting. Using this feature requires the assistance of NICE CXone Expert Services.

This feature will be available later in the Fall 2023 release cycle.

Customer Request UI Change Availability On deploy

Set Global Trace Location Option in Debug Menu

The Set Global Trace Location option in the Debug menu in Studio has been removed.

Customer Request UI Change Availability On deploy

CXone Supervisor

Overall Display Mode

The Live monitoring page now has two display modes: Focused view and Overall view.

The existing view of filtered display of selected agents is called the Focused view. This view is intended for conventional supervisors who need detailed and real-time information about a specific group of agents and contactsClosed The communication with the customer, handled by agent or chat bot over a single channel. A contact may consist of multiple segments. A single channel can be any voice or digital DFO channel such as chat, SMS, and so on.. This view has advanced filtering options and shows all supervisor actions.

The new Overall view display mode shows all the agents in the contact center. This view is intended for administrators or managerial supervisors who need a high-level view of their agents across the contact center. Supervisors can perform only basic supervisor actions in this view.

To see the overall view, you must have the permission enabled: Supervisor > General Permission > Overall View: On.

Customer Request UI Change Availability On toggle

Virtual Agent Hub

SmartAssist Updating to Amelia Version 5.7.8

SmartAssist has been updated to support Amelia version 5.7.8. Release notes from Amelia for this update are available as a PDF.

This update will be available later in the Fall 2023 release cycle.

Customer Request UI Change
(in CXone)		 Availability On toggle

Support for IBM Watson Voice and Text Virtual Agents

You can now use IBM Watson voice and text virtual agentsClosed A software application that handles customer interactions in place of a live human agent. with CXone. IBM voice virtual agents require a SIPClosed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel implementation and cannot be set up or managed in Virtual Agent Hub. Text virtual agents can be set up and managed in Virtual Agent Hub. This change expands the options of virtual agent providers you can use in your contact center.

Customer Request UI Change Availability On deploy

Support for Omilia Voice Virtual Agents

You can use Omilia voice virtual agents with CXone. These virtual agents require a SIPClosed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel implementation and cannot be set up or managed in Virtual Agent Hub. This will expand the options of virtual agent providers you can use in your contact center. Work with your CXone Account Representative to set up these virtual agents.

Customer Request UI Change Availability On deploy

Microsoft LUIS Support Ending

Microsoft is retiring LUIS on October 1, 2025. As of April 1, 2023, no new LUIS resources can be created. Microsoft recommends migrating your LUIS resources to conversational language understanding (CLU).

If you use a Microsoft Azure virtual agent and LUIS with CXone, you need to migrate your LUIS resources according to the Microsoft instructions. This must happen before the October 1, 2025 retirement date established by Microsoft.

Customer Request UI Change Availability N/A

CXone Workforce Management

Export Schedules via API

You can export agent schedules using an API as an alternative to exporting using CSV files.

This feature will be available later in the Fall 2023 release cycle, in October 2023.

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

Customer Request UI Change Availability On toggle

Schedule Recurring Meetings

You can now schedule recurring meetings with employees. The recurrence will be daily or weekly.

This feature will be available for users with the CXone WFM Advanced license.

Customer Request UI Change Availability On toggle

User Interface Enhancements in Schedule Manager

The display and user experience of the Schedule Manager is improved with faster performance.

Customer Request UI Change Availability On toggle

Time-Range Bulk Editing

Managers can bulk edit forecasted data based on time ranges in addition to bulk editing full days.

Customer Request UI Change Availability On toggle

Auto-Approval of Trades

The system automatically approves or declines trades based on the defined configuration. This reduces the manual burden on the manager and provides immediate visibility of the trade request to the agents. This feature will be extended to EM Agent as well.

Customer Request UI Change Availability On toggle

My Zone– Interval Level Self-Service for Extra Hours

This feature is available for users with an advanced license.

Agents can see interval-level extra hours opportunities on their schedules in My Zone. Based on the net staffing levels during the intervals, the extra hours can:

  • Be auto-approved

  • Require approval or

  • Be unavailable

This feature gives agents schedule flexibility. Additionally, it provides transparency while meeting business staffing needs.

Customer Request UI Change Availability On toggle

My Zone– Weekly Schedule View

Agents can have a weekly view of their schedule for better visibility. The weekly view allows easy updates to the status and progress of each request. All the daily view functionality, except self-service, is also available on the weekly view.

Customer Request UI Change Availability On toggle

Mobile – Interval Level Self-Service for Time-Off

This feature is available to users with an Advanced license.

Agents are able to see interval-level time-off opportunities on their schedules in My Zone.

Two types of time-off intervals are available based on the staffing conditions during the interval:

  • Auto-approved time-off intervals

  • Time-off slots that need approval

This gives agents more schedule flexibility while meeting business staffing needs.

This feature will be available later in October for mobile release 3.4.1.

Customer Request UI Change Availability On toggle

Mobile – Enhanced Full Day and Partial Day Trades

Agents can request both partial and full day trade on the mobile app. Managers now have one place to configure the trades, and agents have the same user experience regardless of where their trade request is submitted.

The new trade configurations from CXone WFM are used for this functionality.

This feature will be available later in October for mobile release 3.4.1.

Customer Request UI Change Availability On toggle

Support for Digital Channels (DFO)

CXone WFM will be able to forecast and manage all digital channels (such as Facebook or WhatsApp messages) supported by the CXone platform. You will be able to see and configure them on the WEM Skills page.

This feature will be available later in the Fall 2023 release cycle, in November 2023.

Customer Request UI Change Availability On toggle

True-to-Interval (TTI) Analytics

Currently, data is collected at the end of interactions. In this release, CXone WFM will use true-to-interval (TTI) analytics to collect data throughout the lifespan of the interaction. There will be two measurements: one for the start of the interaction called Handled, and one for the ongoing interaction called Active.

As a result of using TTI:

  • Historical data will be collected more effectively.

  • Forecast data accuracy will be improved.

  • Staffing requirements will be more realistic.

This feature will be available later in the Fall 2023 release cycle, in November 2023.

Customer Request UI Change Availability On toggle

Release Adjustments

These features are adjustments to those previously announced.

Changed Features

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

ACD Channels

Trunk Group Specification for Manual Outbound ACD Skills

This feature was previously announced as being deployed immediately with the Fall 2023 release. Instead, it will be deployed later in the Fall 2023 release cycle.

Cloud Storage Services

Azure Storage

This feature was previously announced as not supporting custom storage. It does support custom storage.

DFO

Queue Creation and Migration to ACD Skills

This feature was previously announced as part of the Summer 2023 release. In this release, you can no longer create new digital routing queues in DFO. You can continue to edit existing routing queues, but you should now create new digital skills in ACD. You can create, edit, activate, and deactivate digital skills and routing queues in ACD. You can set the service level and goal for contact delivery. You can also configure settings for contact and agent response times for digital skills. Setting response times is only available for CXone Agent.

Reporting

CDR Plus Disposition Expanded Report

It was previously announced that the CDR Plus Disposition Expanded report would include a column called NumberToDial. Instead, it will include these columns:

  • Callback_Number

  • Direction

  • Refused_Time

It will also include the other columns previously announced.

Studio

DFO Chat Delivery Override

It was previously announced that you will be able to override the delivery of DFO chat messages. This feature will require assistance from CXone Professional Services.

Features Removed from This Release

Each item includes a description of the feature as it was previously published on the Coming Soon page. These features will not be part of the Fall 2023 release but may be part of a future release.

CXone Agent

Enhancements to the CRM Integration Experience

  • Workflow Designer Tool: A Workflow Designer Tool is available in Agent Integrations Icon of a gear with three arrows inside.. It allows you to create custom workflows for your authenticated CRM.

CXone Agent Embedded

Enhancements to the CRM Integration Experience

  • Workflow Designer Tool: A Workflow Designer Tool is available in Agent Integrations Icon of a gear with three arrows inside.. It allows you to create custom workflows for your authenticated CRM.

CXone Agent for Microsoft Teams

Enhancements to the CRM Integration Experience

  • Workflow Designer Tool: A Workflow Designer Tool is available in Agent Integrations Icon of a gear with three arrows inside.. It allows you to create custom workflows for your authenticated CRM.

CXone Agent Integrated

Enhancements to the CRM Integration Experience

  • Workflow Designer Tool: A Workflow Designer Tool is available in Agent Integrations Icon of a gear with three arrows inside.. It allows you to create custom workflows for your authenticated CRM.

Bot Builder

NLU Intent Evaluation Report

You will be able to run evaluation reports to see several metricsClosed Statistics you can measure to keep track of your contact center for each intentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. These metrics will include count, precision, any warnings about the training data for that intent, and more.

Cloud Transcription

New Name and Location in CXone

Cloud Transcription Service will be called Turn by Turn Transcription. Additionally, its location in CXone will change. Currently, you can find it on the Other > Integrations > Transcription Profile page. In this release, it will be located on the Other > Integrations >Transcription Hub > Turn by Turn page.

Digital First Omnichannel

Digital Reporting Enhancements

There will be enhancements to the experience of digital reports, including new widgets and metrics.

Support for LinkedIn Tags and Mentions

A caseClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. will be created any time someone tags or mentions your brand on LinkedIn.

This feature will be available later in the Fall 2023 release cycle.

CXone Guide

Guide Analytics Enhancements

There will be enhancements to the experience of Guide reports, including new widgets and metrics.

Interactions and Playback

Search and Filter by Hierarchy

You will be able to filter Interactions search results by organizational units and teams in the primary hierarchy. A new column will be available in the search results to display the organizational units associated with agents in an interaction.

MAX

Security Enhancement

InnerHTML will be replaced with innerText in the MAX code base. InnerText is safer and will reduce the risk of unauthorized code execution within MAX.

Personal Connection

Ability to Add Templates and Variables to Proactive WhatsApp

You will be able to include templates and variables when sending messages to contacts on Proactive WhatsApp. This enhancement will increase the business value for WhatsApp and allow organizations to share personalized messages to their users.

Ability to Create State Do Not Call Holidays in ACD​

You will be able to create do not call (DNC) holidays in the ACDClosed System that recognizes, routes, and connects contacts to available agents based on skill and priority. This feature will allow you to set specific curfews to avoid calls to certain regions on state holidays. This will address compliance issues where many states have statutes prohibiting such calls on declared holidays.

CXone Quality Management

Japanese Included in Multi-language Options

When building custom categories in QMA, Japanese will be included.

Additional Search Capabilities for Ad-Hoc Evaluations

Users will be able to search by the Organizational Unit or OU and by Group. This feature provides users with additional search capabilities when locating a Line of Business or Group when evaluating agents.CXone Quality Management

Japanese Included in Multi-language Options

When building custom categories in QMA, Japanese will be included.

Additional Search Capabilities for Ad-Hoc Evaluations

Users will be able to search by the Organizational Unit or OU and by Group. This feature provides users with additional search capabilities when locating a Line of Business or Group when evaluating agents.

Studio

New Action: Estimated Wait Time (Digital)

The Estimated Wait Time (Digital)  action allows you to provide Digital First Omnichannel contacts an estimate of how long it may take for an agent to respond to their request. This action is available to use with the digitalClosed Any channel, contact, or skill associated with Digital First Omnichannel. script media type. Digital First Omnichannel is required to use this action.

Customer Request UI Change Availability On deploy

Features Added to This Release

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

CXone Agent

ChromeOS Desks

CXone Agent Embedded

ChromeOS Desks

Agent for Salesforce

Add Agent Custom Settings to Navigation Items

CXone Agent Integrated

ChromeOS Desks

Reporting

CXone Quality Management BI Report Enhancements:

  • Evaluation Status Filter

  • Workflow Type and Evaluation Flow Trigger Filters

New AHT Measurements for CXone WFM Reports

Studio

Set Global Trace Location Option in Debug Menu

CXone Workforce Management

Support for Digital Channels (DFO)

True-to-Interval Analytics