This page has been updated to show the final products and features in the April 2023 minor release of CXone. Features are subject to change between now and final deployment.
How to Use This Page
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.
|
Learn about the platform requirements and FedRAMP support status for the CXone apps you use.
Removed Applications and Features
Regional Call Centers No Longer Valid in Agent for Salesforce
If you currently use the Regional Call Center setting, you must switch to the NICE CXone Call Center. This is required as a result of the move to CXone global authentication. If you continue to use the Regional Call Center setting, you will no longer be able to log in to Agent for Salesforce.
| Customer Request |
|
UI Change |
|
Availability | On deploy |
Feedback Management Web Intercept Version Management Tabs Removed
The tabs for accessing drafts, working copies, and published versions have been removed. This makes it easier to manage different versions of web intercept surveys. It also creates a more consistent experience for managing working copies and published copies across distribution methods.
This update has already been released.
| Customer Request |
|
UI Change |
|
Availability | On deploy |
Admin
Enhancements to the Create Login Authenticator Form
The form you use to create and edit a login authenticator has been enhanced for ease of use and improved account security. Updates include:
- Settings that were configured with a
- The lowest possible
- Password History is required and has a minimum setting of 4.
| Customer Request |
|
UI Change |
|
Availability | On toggle |
Agent for Salesforce
See the Agent for Salesforce release history for a list of previous versions.
The following features are included in version 23.1.0 and are planned for release in late March.
Regional Call Centers No Longer Valid
If you currently use the Regional Call Center setting, you must switch to the NICE CXone Call Center. This is required as a result of the move to CXone global authentication. If you continue to use the Regional Call Center setting, you will no longer be able to log in to Agent for Salesforce.
| Customer Request |
|
UI Change |
|
Availability | On deploy |
Bot Builder
New Rich Message Types
You can set up your bot to send list pickers and rich links in dialogues. These new rich message types are available for the following channels:
- Apple Messages for Business
- DFO Chat
- Facebook Messenger
- Google Business Messaging
| Customer Request |
|
UI Change |
|
Availability | On toggle |
System Slots
Bot Builder includes more ready-to-use slots. Some are used for contact The complete interaction. The contact is comprised of one or more segments, such as a segment with a customer and an agent, and then a transfer to another agent. data and others for customer The person on the other end of an interaction. data. These replace the existing Customer ID slot.
The contact slot is used for information about the interaction, such as the channel. The customer slot is used for information about the person on the other end of the interaction, such as their name.
These slots make it easier to have complete integrations with DFO and CXone APIs.
| Customer Request |
|
UI Change |
|
Availability | On toggle |
Duplicate Dialogues
You can duplicate an existing dialogue to use as a starting point for a new dialogue. This speeds up dialogue creation if you need to create a dialogue similar to one you already have.
| Customer Request |
|
UI Change |
|
Availability | On toggle |
Show/Hide Dialogues
You can hide an existing dialogue 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 will not learn from the dialogue while it is hidden. You can show the dialogue again when it's ready.
| Customer Request |
|
UI Change |
|
Availability | On toggle |
CXone Supervisor
Skills View—Bulk Actions
In the Skills view, supervisors can:
-
Assign or unassign a skill to multiple agents.
-
Activate or deactivate a skill for multiple agents.
Bulk actions are advanced features and are available for free for a limited time.
| Customer Request |
|
UI Change |
|
Availability | On toggle |
Agent View Enhancements
In the Agents view, supervisors can:
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Filter the skills list by categories—Assigned all, Assigned active, Assigned inactive, and Unassigned.
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Activate or deactivate skills for an agent.
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Search any skills within the assigned categories.
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Auto-save the changes.
| Customer Request |
|
UI Change |
|
Availability | On toggle |
Audit Report Enhancement
The following actions for skills are added to the Activity Audit report:
-
Assign skill.
-
Unassign skill.
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Edit skill (activated, deactivated, proficiency changed).
| Customer Request |
|
UI Change |
|
Availability | On toggle |
Data Streams
Visibility of Data Streams Page Restricted
Previously, everyone had access to the Data Streams page. With this release, Data Streams must be enabled for your CXone tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment for you to use it. You must also enable Data Streams permissions for the roles that you want to be able to view and access the page. This change improves CXone security by preventing unauthorized changes to Data Streams destinations.
| Customer Request |
|
UI Change |
|
Availability | On deploy |
Digital First Omnichannel
Enhancements to DFO Quick Responses
These updates, originally planned for the Spring 2023 release, will now be available later in the April 2023 minor release.
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Preview in Agent Console—Agents can see a preview window of the text in a quick response before sending it to a contact. To see the preview of the text, agents need to hover over the available options in the agent console. This makes it easier for agents to identify the appropriate quick response to send to contacts.
Customer Request
UI Change
Availability On toggle -
Menu in Manual Outbound Flow—The quick response menu is available in the manual outbound flow. This helps agents communicate with contacts more efficiently.
Customer Request
UI Change
Availability On toggle
Feedback Management
These features are part of Feedback Management R41, which begins deployment on 1 April 2023.
Rolling Interval Support for Trend Charts
Rolling, or moving, calculations smooth out short-term fluctuations in data to help you identify overall trends and patterns. Rolling calculations don't change how the calculations are made. Instead, they change the time period represented by each plotted data point. Each data point shows a calculation for the trailing rolling period. This makes it easier to see a gradual incline or decline in your numbers.
In this release, the following charts support rolling calculations:
| Customer Request |
|
UI Change |
|
Availability | On deploy |
Banner Logo Support
You can add a banner logo in modern survey themes. This lets you provide a branded survey experience for greater impact. A banner logo fills the width of the survey window while maintaining its original proportions, so the image doesn't become distorted when viewed from different devices.
This update doesn't impact logos that appear in your current live surveys.
| Customer Request |
|
UI Change |
|
Availability | On deploy |
Default Answer Background Color Override
When you select a new text color for your survey answers, the default background color changes to a matching color that contrasts the selected text color. In this release, you can override the default background color.
| Customer Request |
|
UI Change |
|
Availability | On deploy |
Improved Survey Navigation
The previous and next arrow buttons in surveys are more visible. This makes it easier for people taking surveys to review and change their previous responses.
| Customer Request |
|
UI Change |
|
Availability | On deploy |
Better Desktop Display for Web Intercept
When you display a web intercept on a desktop, the minimum height is greater. This makes it easier to read and complete the survey.
| Customer Request |
|
UI Change |
|
Availability | On deploy |
Improved Administration Pages
Some of the administration pages match the structure and style of the CXone user interface. This makes them more secure and easier to use. These pages also moved to Admin > Advanced Admin in the Feedback Management navigation pane.
The improved administration pages are:
- Access History
- Change History—This will go out in a service pack shortly after the April 2023 minor release.
- Impersonation History
-
Preference Settings
| Customer Request |
|
UI Change |
|
Availability | On deploy |
Failed Jobs Tab on Scheduled Jobs Page
A Failed Jobs tab on the Scheduled Jobs page makes it easier to locate and troubleshoot failed jobs.
| Customer Request |
|
UI Change |
|
Availability | On deploy |
Marathi and Kannada Language Support
Feedback Management includes support for the Marathi and Kannada languages. This enables respondents to take surveys in these languages.
| Customer Request |
|
UI Change |
|
Availability | On deploy |
IVR Survey Comment Technology Upgrade
Feedback Management currently uses Nexidia speech-to-text (STT) to transcribe IVR survey comments. This release includes updates so our ElevateAI technology ensures you are always using the latest version of Nexidia. This upgrade will ensure continuous improvements in accuracy for English and Spanish recordings.
If you currently use Nexidia STT for IVR survey comments, you will be able to upgrade to ElevateAI sometime after the release. The upgrade will not disrupt your system.
| Customer Request |
|
UI Change |
|
Availability | On deploy |
Tokens in Grid Questions
Survey authors can include tokens in grid row questions. They do this by using HTML tags in either the Survey Build or the Manage Translations page. This helps to personalize questions with contact field values or customize questions based on responses to previous questions.
| Customer Request |
|
UI Change |
|
Availability | On deploy |
These features have already been released and are available now.
Version Management Improvements for Web Intercept
The tabs for accessing drafts, working copies, and published versions have been removed. This makes it easier to manage different versions of web intercept surveys. It also creates a more consistent experience for managing working copies and published copies across distribution methods.
| Customer Request |
|
UI Change |
|
Availability | On deploy |
MAX
Require Manual Agent Accept
When this setting is enabled on an inbound ACD skill, agents who are on an active voice connection in MAX have to manually click Accept or Reject for any incoming contacts. This allows agents to have complete control over when or if they accept an incoming contact.
| Customer Request |
|
UI Change |
|
Availability | On toggle |
Hide Caller Phone Number
When this setting is enabled in permissions, the contact's caller ID or ANI Also known as caller ID. Listed phone number of an incoming voice call. shows as Restricted for the agent in MAX. This allows for the caller's contact details to be confidential when needed.
| Customer Request |
|
UI Change |
|
Availability | On toggle |
Reporting and Dashboards
Business Intelligence (BI) Reports
Audit Report Enhancement—Auditing Skills
The following actions for skills are added to the Activity Audit report:
-
Assign skill.
-
Unassign skill.
-
Edit skill (activated, deactivated, proficiency changed).
| Customer Request |
|
UI Change |
|
Availability | On toggle |
Virtual Agent Hub
Integration Version 3.0—Standardized Communication with Bots
With the new, optional StandardBot integration, Studio scriptwriters can communicate with virtual agents and bots using scripts. StandardBot works with any supported virtual agent provider. It also lets you to test your virtual agent's performance for a set of core, standard behaviors such as:
- Responding to a new interaction with a Welcome intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish.
- Sending multiple messages to the contact when appropriate.
To use StandardBot, upgrade your virtual agent to integration version 3.0 at any time. Select 3.0 from the Integration Version field in your virtual agent's properties in Virtual Agent Hub.
For more information about using StandardBot, contact your CXone Account Representative.
| Customer Request |
|
UI Change |
|
Availability | On deploy |
Release Adjustments
These features are adjustments to those previously announced.
Features to Be Released at a Later Date
Each item includes a description of the feature as it was previously published on the Coming Soon page. These features will not be a part of the April 2023 minor release.
Bot Builder
Slot Variable Suggestions
Bot Builder will show available variable suggestions after you type an opening bracket { in a dialogue.
Features Added to This Release
To see the following features in detail, select the product in the filter on the right.
Admin
Enhancements to the Create Login Authenticator Form
Agent for Salesforce
Regional Call Centers No Longer Valid