26.1 Release Notes

This page shows the products and features currently planned for the 26.1 release cycle, which begins on 5 February 2026 and ends when the next release begins, which is currently targeted for 2 April 2026. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle. Remember that you may be required to purchase a license or sign up for a controlled release (CR) program to access some of them.

Register for the 26.1 webinar.

These sessions will cover the coming features in more detail.

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

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

Customer Request The feature was developed by customer request.
UI Change The feature introduces changes to the user interface (UI).
Breaking Change For API features only. If your integration uses the specified API, you must update your integration to avoid disruptions.
Impacted Versions For API features only. The versions of the API that were changed.
Web or Desktop Studio For Studio features only. Whether the feature is supported in web Studio, desktop Studio, or both.
Availability

This cell tells you two things about the feature: 

  • Whether it's available for all CXone Mpower customers or only a select group.

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

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

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

    • On toggle— The feature should be toggled on at the time of deployment.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 Mpower apps you use.

Global Changes

Divisions

You can now use divisions to securely isolate data within your CXone Mpower system. This allows you to use one CXone Mpower tenant for multiple clients, brands, or lines of business (LOBs) and keep their data separate and private. At the same time, you can manage all divisions centrally through the Admin application.

Divisions provide the following benefits: 

  • Reduce risk and simplify compliance by preventing cross-division data exposure.
  • Streamline governance and administrative overhead by providing a single framework instead of managing separate systems.
  • Support organizational efficiency and growth in complex organizational structures.

When divisions are configured in your system, you can create divisions for each LOB or brand. Each division acts as a logical container that groups resources such as agents, ACD skills, teams, and Studio scripts, and keep them separate from the resources in other divisions. Agents and other users assigned to one division will only be able to access data within their assigned division.

In this release, divisions are only available for new customers. In a future release, existing customers will be able to configure divisions in their CXone Mpower systems. Additionally, in this release, not all applications have support for divisions in place. However, in future releases, divisions will work across all CXone Mpower applications.

The following limitations apply to divisions in this release:

  • After being enabled in a CXone Mpower tenant, a divisions license cannot be disabled.

  • Individual divisions cannot be deleted or deactivated.

  • After assigning a division to an entity such as a team or an ACD skill, you cannot modify the assigned division.

  • Entities, including users, cannot be moved across divisions.

  • CXone Mpower supports a maximum of 100 divisions that can be created across up to three hierarchy levels.

To create divisions after they're enabled in your system, go to Admin > Divisions and click Create Division.

Customer Request UI Change Availability GA
On toggle

Menu Navigation Updates

Several items in the CXone Mpower platform navigation menu have been reorganized or renamed. These changes impact the list of apps in the app selector (level 1), along with items within several apps (level 2). This update makes the platform organization more intuitive and better reflect apps and features that relate to each other.

To see the changes, click the app selector in CXone Mpower.

  • The AI Studio section has moved out from Admin and is now a new level 1 option in the app selector.

    • AI Studio currently contains GenAI Prompt Editor, Knowledge, Copilot for Agents, and Topic AI.

    • AI Studio joins Admin and Supervisor in the General category.

  • Menu item name changes:

    • Knowledge → Knowledge

    • GenAI Prompt Editor → GenAI Prompts

    • Copilot for Agents Config → Profiles

  • In the app selector, the Automation category has moved up the list. It is now underneath the General category.

  • In the app selector, a new option, Cognigy, has been added to the Automation category.

  • In the app selector, Actions has moved to the Data & Analytics category.

  • In the app selector, the Automation & AI category has been renamed to Connections Hub.

Screenshot of some of the navigation menu changes.

Customer Request UI Change Availability GA
On deploy

New Applications

Conversations

Conversations is a new app available inside CXone Mpower. It allows CXone Mpower users to message other users one-on-one and in groups. Conversations allows users to collaborate quickly and effectively to resolve issues.

Conversations in CXone Mpower, showing agent-to-agent messaging.

To enable Conversations, turn on Launch Conversations in Admin.

To open Conversations, click the app selector and select Conversations.

Conversations is also available inside CXone Mpower Agent applications. For more details, select the Agent filter on the top right.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On toggle

Real-Time Routing Rules

Real-Time Routing Rules in CXone Mpower lets you create and adjust routing rules in real time without editing Studio scripts. This application is accessible from a new area called Routing Center. This makes routing configuration easier for people who are not technical experts or skilled at scripting. The app helps you respond quickly to changing contact center conditions. It allows you to configure rules based on live queue statistics. These include data such as queue depth, available agents, and time in queue.

This feature will be available later in the release cycle.

Applications navigation menu with Routing Center at the bottom of the Omnichannel Routing section.

Customer Request UI Change Availability CR
On toggle

ML Model Builder

In this release, you can access the ML Model Builder tool in Cxone AI Studio, which allows you to create, train, and deploy machine learning models without needing advanced data science expertise. You can use this tool to leverage CXone data to predict customer behaviors, optimize business processes, and improve decision-making. You can,

  • Create Projects: Define your business objectives and upload datasets.

  • Process Data: Validate and clean your data for training.

  • Train Models: Use automated machine learning to build predictive models.

  • Review Results: Analyze performance metrics like recall, precision, and F1 score.

  • Deploy Models: Make your trained models available for production use.

  • Download Inference Reports: Download a report showing all of your model’s predictions for a specified date range.

Whether you want to predict customer churn, detect fraud, or forecast engagement, ML Model Builder gives you the flexibility to design models tailored to your unique business needs.

This tool will be available later in the release cycle.

Customer Request

UI Change Availability GA
On deploy

Noise Cancellation

Previously, Noise Cancellation was in a controlled release. In this release, it is generally available.

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

Noise Cancellation is available for use with CXone Mpower Agent, Agent Embedded, Agent for Microsoft Teams, and Agent for SCV. To enable it for one of these agent applications, contact your CXone Mpower Account Representative. Agents using CXone Mpower Agent, Agent Embedded, or Agent for Microsoft Teams then need to add the Agent Noise Cancellation Extension. If your agents use Agent for SCV, you need to enable the Noise Cancellation tab for them.

Customer Request UI Change Availability GA
On deploy

Presence Connect

Presence Connect is the next‑generation, bi‑directional presence synchronization application in CXone Mpower. You can to use it to sync agent statesClosed The availability status of an agent. between CXone Mpower and UCaaS platforms in real time. This reduces misrouted interactions and wait times, improving overall operational efficiency.

Presence Connect offers more flexibility than the previous Presence Sync solution. You can define custom presence rules directly in your UCaaS platform and link them to CXone Mpower by configuring an API. You can then assign those rules to specific teams and users.

In this release, 8x8 is the only UCaaS platform supported by Presence Connect. Additional platforms will be added in future releases. Presence Connect only supports CXone MpowerAgent and is not available for other agent applications.

Customer Request UI Change Availability GA
On toggle

ACD

Unified Quick Responses 

Previously, you could configure pre-written, short messages that agents could click to send contactsClosed The person interacting with an agent, IVR, or bot in your contact center. when working in the agent application. However, you had to go to different places in ACD to configure these messages, depending on which channelClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center. you were configuring them for. In this release, there is a single, new location called Quick Responses where you can configure these messages for all channels that support them.

A migration tool is available for digital quick responses and rich messages. You cannot migrate ACD quick replies. Instead, you must recreate them in the new quick responses page.

To create quick responses, go to ACD > Quick Responses.

Screenshot of the new quick responses page in ACD.

Customer Request UI Change Availability CR
On toggle

Unique Point of Contact Names

Previously, the system allowed new points of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. (POCs) to have the same name as existing POCs. In this release, the system requires new POCs to have unique names. Existing POCs with shared names will not be affected until you edit one of them. When you edit a POC, you are prompted to change its name if it is not unique. This change prevents confusion and potential miscommunication caused by having more than one POC with the same name within the platform.

Customer Request UI Change Availability GA
On deploy

Unique ACD Skill Names

Previously, the system allowed new ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to have the same name as existing skills. In this release, the system requires new skills to have unique names. Existing skills with shared names will not be affected until you edit one of them. When you edit a skill, you are prompted to change its name if it is not unique. This change prevents confusion and potential miscommunication caused by having more than one ACD skill with the same name within the platform.

Customer Request UI Change Availability GA
On deploy

Configure After-Call Work Time at the Agent Level

Previously, after call workClosed State that allows an agent to complete work requirements after finishing an interaction. (ACW) time could only be configured at the ACD skill level. In this release, you can also configure additional ACW time at the agent level. You can set a maximum threshold within a range of 0 to 7200 seconds (120 minutes). This amount of time is added to the amount configured at the skill level. In CXone Mpower Agent applications, the total time counts down. In MAX, the skill's time counts down, then the additional time begins to count up. Adding ACW time at the agent level only puts the agent into the ACW state if the ACD skill is also configured with ACW time.

This change allows you to give more time to agents who need it, such as those who use adaptive technologies to assist them in their work. You can configure this setting in the ACD Users page, via the ACD users bulk upload template, or by APIs that allow the creation or modification of ACD users.

To configure ACW for an agent, go to ACD > ACD Users and modify a user.

Screenshot of the new after call work setting for ACD skills.

Customer Request UI Change Availability GA
On deploy

Removal of the Spawn Tab from the ACD Scripts Page

The Spawn tab has been removed from the Scripts page in the ACD application. This tab allowed the creation of URLs that spawn scripts, which could be used in other Studio scripts or processes. In this release, existing URLs continue to work. However, support for these URLs will be removed in a future release. If you have any scripts or other processes that rely on URLs generated from this tab, begin making the necessary updates as soon as possible.

Customer Request UI Change Availability GA
On toggle

Allow or Prevent Transfer to an ACD Skill Based on Hours of Operation

Previously, agents could transfer an interaction to an ACD skill even if that skill's hours of operation were set to closed. In this release, you can configure skills to prevent agents from transferring interactions to it if the skill is closed based on its hours of operation.

This change prevents contacts from waiting indefinitely when no agents are available due to their department or organization being closed. By default, transfer is allowed even if the skill is closed. You can configure this setting in the ACD Skills page, via the skills bulk upload template, or by APIs that allow the creation or modification of ACD skills.

To configure this, go to ACD > ACD Skills and create or modify a skill.

Screenshot of the new option for ACD skills.

Customer Request UI Change Availability GA
On deploy

Actions

Expanded Language Support for Action

In this release, you can use Actions in multiple languages, including Latin American Spanish, European Spanish, European Portuguese, Dutch, and German. You can interact through natural language conversations, receive AI-powered emails, view textual insights in the conversational panel, and access comparative insights in Followed Charts with simplified chart titles for easier navigation.

Actions automatically detects your browser language, translate menus and dashboards, and allows you to ask questions and receive responses in your preferred language. Data formats, insights, charts, and exports are fully localized, and emails are generated with grammar checks in your browser language.

For the expanded language support feature, this release does not include IA metrics such as contact reason and outcome, Desktop Discovery questions, Workforce Management ( WFM) questions, translation of historical chats, or any functionality related to Knowledge Generation and the Observability Dashboard.

Customer Request UI Change Availability GA
On deploy

Industry Benchmarking for ACD Metrics

In this release, Actions expands the industry benchmarking feature to include Automatic Call Distributor ( ACD) metrics. This enhancement allows you to compare your contact centerClosed A complete, unified, cloud-native contact center platform offered on a subscription basis. operational performance against industry benchmarks for key ACD metrics.

As part of this release, you can ask natural language questions to compare Average Handle Time (AHTClosed Average Handle Time is the average amount of time an agent spent handling an interaction.) and After Call Work (ACWClosed State that allows an agent to complete work requirements after finishing an interaction.) against industry benchmarks.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Workforce Management (WFM) Metrics

In this release, you can use Actions to include Workforce Management (WFM) data in your conversations. This enhancement allows contact centerClosed A complete, unified, cloud-native contact center platform offered on a subscription basis. managers to get quick and accurate insights without having to navigate multiple dashboards. You can ask natural language questions about key WFM metrics such as Adherence, Service Level Agreement (SLA), Average Speed of Answer (ASA), and Staffing.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Automated Insights - Augmentation Opportunity

In this release, Actions introduces a new feature called Augmentation Opportunity. This tool helps you identify historical interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. data to detect calls with unusually long AHTClosed Average Handle Time is the average amount of time an agent spent handling an interaction. and highlight the main factors contributing to these outliers. It then recommends specific actions, such as identifying agents who take longer to answer calls compared to their peers. It also guides you on topics for new knowledge base content to help agents resolve issues faster and highlight intents where Copilot can provide real-time assistance during live interactions. You can:

  • See visual breakdowns of AHT outliers by topic or contact driver.

  • Analyze agent performance by topic to find coaching opportunities.

  • Discover Copilot knowledge opportunities for real-time guidance during live interactions.

  • Ask natural language questions in the chat panel.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Deterministic Flows for Cognigy AI

In this release, you can create self-service workflows directly from the Automation Opportunity chart or the conversational panel using transcripts powered by NLU. This feature lets you transform automation opportunities into actionable workflows without leaving the Actions interface. You can create, access, and manage workflows—view completed workflows, check versions, rename, or delete them.

You can also publish workflows to Cognigy AI, enabling integration with your conversational AI platforms. This ensures that automation opportunities identified in Actions are converted into practical solutions efficiently.

This feature is available only to tenants with an IA Advanced or IA Premium license. Additionally, to publish to Cognigy AI, tenants require a Cognigy AI license.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Rules Engine Reporting in Observability Dashboard

In this release, the Observability Dashboard introduces the new Rules Engine dashboard for advanced statistics and analytics. In the dashboard, you can see the rule name or ID that triggers each Copilot for Agents element, whether it comes from standard features like Null, Copilot, or from the Rules Engine. You can also view and report on rule invocation frequency, helping you gain actionable insights into which rules are most effective for automation and AI-driven workflows.

To access the Rules Engine dashboard go to the app selector , select Data & Analytics > Actions > Observability Dashboard. In Observability Dashboard select the Copilot tab to view the Rules Engine dashboard.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Streamlined Data Export with Secure API Integration

In this release, you can use the Observability Dashboard to automate export through secure API endpoints. You can integrate seamlessly with external systems, apply filters, and export data in a standard CSV format. This helps you streamline data handling and improve efficiency across your workflows.

Customer Request UI Change Availability GA
On deploy

Admin

Remove the Marketing Panel from the Login Page

Previously, the CXone Mpower login page was always split in half. One side was the login form where users enter their credentials. The other side was the marketing panel where NiCE displayed promotional materials. In this release, you can enable or disable the marketing panel from the Account Settings page.

To disable the panel, go to Admin > Account Settings and click Disable Marketing Panel.

Screenshot of the Account Settings page.

Customer Request UI Change Availability GA
On deploy

Users to Open External Apps from My Profile

Users can now launch 3rd party apps from the My Profile page. This simplifies their day-to-day activities, since they can conveniently stay in CXone Mpower to open other apps. Administrators with the Admin > Account Settings > Edit permission can set up the external links. After setting up a link in the Admin application, all users can access it in a new Additional Applications tab on their My Profile page.

To add external apps, go to Admin > Account Settings and scroll down to Additional Applications.

Screenshot of the Additional Applications section of the Account Settings page.

Customer Request UI Change Availability GA
On toggle

Assign ACD Skills via Employee Templates

Employee templates let you create assign sets of preconfigured settings for your employee accounts. In this release, you can assign ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. with these templates.

For more information on divisions, select Global Changes in the top right filter.

Customer Request UI Change Availability GA
On toggle

Agent

Desktop Profiles Generally Available

Previously, desktop profiles were in controlled release. In this release, they are generally available.

Desktop profiles allow you to customize the agent experience using:

  • Settings to enable and disable apps such as Contact History icon, a clock with an arrow pointing backwards., Queue Counter icon, stacked items in a container., and Schedule icon, a calendar..

  • Settings to configure what agents can do in the Directory icon, a notebook with a picture of a person on it..

  • Settings to configure what types of outbound calling agents can do.

  • A setting to configure the default screen size of Agent.

In future releases, additional settings will be added to desktop profiles.

The Create Desktop Profile page in Agent Integrations.

You can access desktop profiles by navigating to Agent Integrations icon: an orange gear with three arrows inside. > Desktop Profiles. After you create and configure desktop profiles, you can assign them to teams of agents.

Customer Request UI Change Availability GA
On toggle

Conversations

Conversations is a new app available inside Agent. It allows agents to message supervisors and other agents without leaving the agent application. Agents can chat one-on-one and in groups. Conversations allows agents to collaborate quickly and effectively to resolve customer issues.

Direct messages sent back and forth in Conversations inside the agent application.

Enable Conversations for agents in their desktop profile.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On toggle

Support for Divisions

Agent supports divisions. If divisions are enabled, agents can only access employees, teams, and skills in that division. Agents also select a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. when starting a new outbound email, SMS message, or WhatsApp message. This aligns with outbound calling. If divisions are not enabled, agents select a digital point of contact for outbound email, SMS, and WhatsApp.

In this release, divisions are available to new customers only. For more details, select the Global Changes filter on the top right.

MAX does not support divisions.

Customer Request UI Change Availability GA
On toggle

Updates to Desk

CXone Mpower Desk unifies customer data, interaction history, and workflows into a single, intelligent workspace directly inside the agent application. In this release, Desk users see improved visibility into customer history, streamlined agent tasks, and simplified management of customer data. New features include:

Updates to Enhanced Customer Card

In this release, CXone Mpower Enhanced Customer Card includes these features:

Improvements to the Voice Interaction Experience

The following changes are made to the voice interaction experience in Agent:

Enhancements to Approval Workflows

The following changes are made to the approval workflow experience for digital channels in Agent:

Enhancements to the CRM Integration Experience

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

Support for New Quick Responses

A new Quick Responses page is now available in the ACD application. It replaces the current Quick Responses and Rich Messages pages. The quick responses you configure there appear in Agent. You can assign those quick responses to skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. as well as digital points of contact. Agent can display more than 1000 of these new quick responses. When you transition to new quick responses, agents' favorite quick responses reset.

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

Customer Request UI Change Availability CR
On toggle

Configure Extra ACW Time for Specific Agents

You can now give certain agents extra after-contact workClosed State that allows an agent to complete work requirements after finishing an interaction. (ACW) time for calls, voicemails, and work items. This is useful for agents with accessibility requirements.

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

Customer Request UI Change Availability GA
On deploy

Limit Total Size of Attachments

Previously, agents could attach files that were up to 40 MB each. In this release, they can attach files, that are up to 100 MB each. This includes inline images. The size limit for all the files attached to a digital message or email is also 100 MB. So, agents can attach one 100 MB file, or two 50 MB files, and so on. However, some digital channels may have lower size limits. If they do, the message or email fails to send. Agents receive an error message about file size.

Customer Request UI Change Availability GA
On toggle

Accessibility Improvements

The following enhancements will are made to align Agent with WCAG 2.2 AA standards:

  • Consistent and intuitive keyboard navigation

  • Alt text for all non-text content

  • More detailed icon alt text

  • Improved field labels

  • Responsive content across resolutions and screen sizes

  • Error prevention measures for forms, including input validation and contextual error messages

  • Color contrast ratios for text approved by WAVE tool

  • Improved focus outlines for keyboard navigation

  • Reduced focus points in Contact History icon, a clock with an arrow pointing backwards. for easier keyboard navigation

  • Move Up Icon of a black up arrow in a box with a light grey border. and Move Down Icon of a black down arrow in a box with a light grey border. arrows for reordering the apps under More icon, three dots in a row. in the left menu

  • JAWS and NVDA screen reader testing and verification

  • Dragon voice command testing and verification

  • Support for additional accessibility tools, including ZoomText

Accessibility testing has only been performed on desktop, not mobile.

Customer Request UI Change Availability GA
On toggle

Voice Authentication in Custom Workspace

Previously, the voice authentication interface appeared in a new browser tab. In this release, if you use Omilia Voice Biometrics (DEVone), it appears inside Agent as a custom workspace. This is a more convenient, integrated location.

For more details, select the Voice Biometric Authentication filter on the top right.

Customer Request UI Change Availability CR
On deploy

Preview Images in Emails

Agents can now click inline images in emails to preview them.

Customer Request UI Change Availability GA
On toggle

New Removed from Change Status Drop-Down

New has been removed from the Change Status drop-down on the Interactions tab in Search icon, a magnifying glass.. Agents cannot change the status of an interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. to New.

In Search > Interactions, an interaction is selected and Change Status is clicked. A drop-down with a Change button next to it appears.

Agents can still select New in the Status drop-down under Filters.

Customer Request UI Change Availability GA
On deploy

New Regional Availability

Agent is now available in the US East (NA3) region.

Customer Request UI Change Availability GA
On deploy

Agent SDK

Context Switching

One-way context switching is now available in agent apps built for Microsoft Dynamics using the Agent SDK. When agents open a session in Microsoft Dynamics, the matching interaction opens in the agent application.

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

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

Customer Request UI Change Availability GA
On toggle

Agent Embedded

Agent Embedded for Microsoft Dynamics

Configure Session Templates to Only Open for Inbound Interactions

You can now configure session templates to only open for inbound interactions. You can do this by setting a new custom parameter, inboundOnlySession, to true while configuring the channel provider. This prevents too many sessions from opening.

This feature applies to voice interactions, digital interactions, voicemails, and work items. It only works in Microsoft Dynamics CIF v2.0.

Customer Request UI Change Availability GA
On toggle

Agent Embedded for Salesforce

Correct User Information in Workflows

Automatic Create workflows, Manual Create workflows, and data memorialization can now use the name of the agent handling the interaction instead of the authenticated system user. When configuring data memorialization mappings, set Assigned To ID to the script variable crmuserid. The Salesforce field Assigned To then shows the name of the actual agent. This increases the accuracy of reporting.

The Created By and Modified By fields still show the authenticated system user. This will be resolved in a future release.

Customer Request UI Change Availability GA
On toggle

New Requirement for Agent for Salesforce Access

To access Agent for Salesforce, agents now need the Agent Integrations employee profile attribute. If an agent does not have this attribute, they receive an error message when they try to launch Agent for Salesforce.

In Admin > Employees, Agent Integrations is selected in the Attributes drop-down at the bottom.

Customer Request UI Change Availability GA
On toggle

Display Agent State in Bottom Toolbar of Salesforce

Agents can now see their Agent for Salesforce stateClosed The availability status of an agent. next to the Phone option in the bottom toolbar of Salesforce. This makes it easier to check their status at a glance while navigating around Salesforce. This only applies when they're logged in to Agent for Salesforce.

The agent's state is Available, so the word Available displays next to the phone icon in the bottmo left of Salesforce.

Customer Request UI Change Availability GA
On toggle

Agent Embedded for All CRMs

Desktop Profiles Generally Available

Previously, desktop profiles were in controlled release. In this release, they are generally available.

Desktop profiles allow you to customize the agent experience using:

  • Settings to enable and disable apps such as Contact History icon, a clock with an arrow pointing backwards., Queue Counter icon, stacked items in a container., and Schedule icon, a calendar..

  • Settings to configure what agents can do in the Directory icon, a notebook with a picture of a person on it..

  • Settings to configure what types of outbound calling agents can do.

  • A setting to configure the default screen size of Agent Embedded.

In future releases, additional settings will be added to desktop profiles.

The Create Desktop Profile page in Agent Integrations.

You can access desktop profiles by navigating to Agent Integrations icon: an orange gear with three arrows inside. > Desktop Profiles. After you create and configure desktop profiles, you can assign them to teams of agents.

Customer Request UI Change Availability GA
On toggle

Conversations

Conversations is a new app available inside Agent Embedded. It allows agents to message supervisors and other agents without leaving the agent application. Agents can chat one-on-one and in groups. Conversations allows agents to collaborate quickly and effectively to resolve customer issues.

Direct messages sent back and forth in Conversations inside the agent application.

Enable Conversations for agents in their desktop profile.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On toggle

Support for Divisions

Agent Embedded supports divisions. If divisions are enabled, agents can only access employees, teams, and skills in that division. Agents also select a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. when starting a new outbound email, SMS message, or WhatsApp message. This aligns with outbound calling. If divisions are not enabled, agents select a digital point of contact for outbound email, SMS, and WhatsApp.

In this release, divisions are available to new customers only. For more details, select the Global Changes filter on the top right.

MAX does not support divisions.

Customer Request UI Change Availability GA
On toggle

Updates to Desk

CXone Mpower Desk unifies customer data, interaction history, and workflows into a single, intelligent workspace directly inside the agent application. In this release, Desk users see improved visibility into customer history, streamlined agent tasks, and simplified management of customer data. New features include:

Updates to Enhanced Customer Card

In this release, CXone Mpower Enhanced Customer Card includes these features:

Improvements to the Voice Interaction Experience

The following changes are made to the voice interaction experience in Agent Embedded:

Enhancements to Approval Workflows

The following changes are made to the approval workflow experience for digital channels in Agent Embedded:

Enhancements to the CRM Integration Experience

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

Support for New Quick Responses

A new Quick Responses page is now available in the ACD application. It replaces the current Quick Responses and Rich Messages pages. The quick responses you configure there appear in Agent Embedded. You can assign those quick responses to skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. as well as digital points of contact. Agent Embedded can display more than 1000 of these new quick responses. When you transition to new quick responses, agents' favorite quick responses reset.

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

Customer Request UI Change Availability CR
On toggle

Configure Extra ACW Time for Specific Agents

You can now give certain agents extra after-contact workClosed State that allows an agent to complete work requirements after finishing an interaction. (ACW) time for calls, voicemails, and work items. This is useful for agents with accessibility requirements.

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

Customer Request UI Change Availability GA
On deploy

Limit Total Size of Attachments

Previously, agents could attach files that were up to 40 MB each. In this release, they can attach files, that are up to 100 MB each. This includes inline images. The size limit for all the files attached to a digital message or email is also 100 MB. So, agents can attach one 100 MB file, or two 50 MB files, and so on. However, some digital channels may have lower size limits. If they do, the message or email fails to send. Agents receive an error message about file size.

Customer Request UI Change Availability GA
On toggle

Accessibility Improvements

The following enhancements will are made to align Agent Embedded with WCAG 2.2 AA standards:

  • Consistent and intuitive keyboard navigation

  • Alt text for all non-text content

  • More detailed icon alt text

  • Improved field labels

  • Responsive content across resolutions and screen sizes

  • Error prevention measures for forms, including input validation and contextual error messages

  • Color contrast ratios for text approved by WAVE tool

  • Improved focus outlines for keyboard navigation

  • Reduced focus points in Contact History icon, a clock with an arrow pointing backwards. for easier keyboard navigation

  • Move Up Icon of a black up arrow in a box with a light grey border. and Move Down Icon of a black down arrow in a box with a light grey border. arrows for reordering the apps under More icon, three dots in a row. in the top menu

  • JAWS and NVDA screen reader testing and verification

  • Dragon voice command testing and verification

  • Support for additional accessibility tools, including ZoomText

Accessibility testing has only been performed on desktop, not mobile.

Customer Request UI Change Availability GA
On toggle

Voice Authentication in Custom Workspace

Previously, the voice authentication interface appeared in a new browser tab. In this release, if you use Omilia Voice Biometrics (DEVone), it appears inside Agent Embedded as a custom workspace. This is a more convenient, integrated location.

For more details, select the Voice Biometric Authentication filter on the top right.

Customer Request UI Change Availability CR
On deploy

Preview Images in Emails

Agents can now click inline images in emails to preview them.

Customer Request UI Change Availability GA
On toggle

New Removed from Change Status Drop-Down

New has been removed from the Change Status drop-down on the Interactions tab in Search icon, a magnifying glass.. Agents cannot change the status of an interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. to New.

In Search > Interactions, an interaction is selected and Change Status is clicked. A drop-down with a Change button next to it appears.

Agents can still select New in the Status drop-down under Filters.

Customer Request UI Change Availability GA
On deploy

New Regional Availability

Agent Embedded is now available in the US East (NA3) region.

Customer Request UI Change Availability GA
On deploy

Agent SDK

Context Switching

One-way context switching is now available in agent apps built for Microsoft Dynamics using the Agent SDK. When agents open a session in Microsoft Dynamics, the matching interaction opens in the agent application.

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

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

Customer Request UI Change Availability GA
On toggle

Agent for Microsoft Teams

Desktop Profiles Generally Available

Previously, desktop profiles were in controlled release. In this release, they are generally available.

Desktop profiles allow you to customize the agent experience using:

  • Settings to enable and disable apps such as Contact History icon, a clock with an arrow pointing backwards., Queue Counter icon, stacked items in a container., and Schedule icon, a calendar..

  • Settings to configure what agents can do in the Directory icon, a notebook with a picture of a person on it..

  • Settings to configure what types of outbound calling agents can do.

  • A setting to configure the default screen size of Agent for Microsoft Teams.

In future releases, additional settings will be added to desktop profiles.

The Create Desktop Profile page in Agent Integrations.

You can access desktop profiles by navigating to Agent Integrations icon: an orange gear with three arrows inside. > Desktop Profiles. After you create and configure desktop profiles, you can assign them to teams of agents.

Customer Request UI Change Availability GA
On toggle

Conversations

Conversations is a new app available inside Agent for Microsoft Teams. It allows agents to message supervisors and other agents without leaving the agent application. Agents can chat one-on-one and in groups. Conversations allows agents to collaborate quickly and effectively to resolve customer issues.

Direct messages sent back and forth in Conversations inside the agent application.

Enable Conversations for agents in their desktop profile.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On toggle

Support for Divisions

Agent for Microsoft Teams supports divisions. If divisions are enabled, agents can only access employees, teams, and skills in that division. Agents also select a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. when starting a new outbound email, SMS message, or WhatsApp message. This aligns with outbound calling. If divisions are not enabled, agents select a digital point of contact for outbound email, SMS, and WhatsApp.

In this release, divisions are available to new customers only. For more details, select the Global Changes filter on the top right.

MAX does not support divisions.

Customer Request UI Change Availability GA
On toggle

Updates to Desk

CXone Mpower Desk unifies customer data, interaction history, and workflows into a single, intelligent workspace directly inside the agent application. In this release, Desk users see improved visibility into customer history, streamlined agent tasks, and simplified management of customer data. New features include:

Updates to Enhanced Customer Card

In this release, CXone Mpower Enhanced Customer Card includes these features:

Improvements to the Voice Interaction Experience

The following changes are made to the voice interaction experience in Agent for Microsoft Teams:

Enhancements to Approval Workflows

The following changes are made to the approval workflow experience for digital channels in Agent for Microsoft Teams:

Enhancements to the CRM Integration Experience

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

Support for New Quick Responses

A new Quick Responses page is now available in the ACD application. It replaces the current Quick Responses and Rich Messages pages. The quick responses you configure there appear in Agent for Microsoft Teams. You can assign those quick responses to skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. as well as digital points of contact. Agent for Microsoft Teams can display more than 1000 of these new quick responses. When you transition to new quick responses, agents' favorite quick responses reset.

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

Customer Request UI Change Availability CR
On toggle

Configure Extra ACW Time for Specific Agents

You can now give certain agents extra after-contact workClosed State that allows an agent to complete work requirements after finishing an interaction. (ACW) time for calls, voicemails, and work items. This is useful for agents with accessibility requirements.

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

Customer Request UI Change Availability GA
On deploy

Limit Total Size of Attachments

Previously, agents could attach files that were up to 40 MB each. In this release, they can attach files, that are up to 100 MB each. This includes inline images. The size limit for all the files attached to a digital message or email is also 100 MB. So, agents can attach one 100 MB file, or two 50 MB files, and so on. However, some digital channels may have lower size limits. If they do, the message or email fails to send. Agents receive an error message about file size.

Customer Request UI Change Availability GA
On toggle

Accessibility Improvements

The following enhancements will are made to align Agent for Microsoft Teams with WCAG 2.2 AA standards:

  • Consistent and intuitive keyboard navigation

  • Alt text for all non-text content

  • More detailed icon alt text

  • Improved field labels

  • Responsive content across resolutions and screen sizes

  • Error prevention measures for forms, including input validation and contextual error messages

  • Color contrast ratios for text approved by WAVE tool

  • Improved focus outlines for keyboard navigation

  • Reduced focus points in Contact History icon, a clock with an arrow pointing backwards. for easier keyboard navigation

  • Move Up Icon of a black up arrow in a box with a light grey border. and Move Down Icon of a black down arrow in a box with a light grey border. arrows for reordering the apps under More icon, three dots in a row. in the left menu

  • JAWS and NVDA screen reader testing and verification

  • Dragon voice command testing and verification

  • Support for additional accessibility tools, including ZoomText

Accessibility testing has only been performed on desktop, not mobile.

Customer Request UI Change Availability GA
On toggle

Voice Authentication in Custom Workspace

Previously, the voice authentication interface appeared in a new browser tab. In this release, if you use Omilia Voice Biometrics (DEVone), it appears inside Agent for Microsoft Teams as a custom workspace. This is a more convenient, integrated location.

For more details, select the Voice Biometric Authentication filter on the top right.

Customer Request UI Change Availability CR
On deploy

Preview Images in Emails

Agents can now click inline images in emails to preview them.

Customer Request UI Change Availability GA
On toggle

New Removed from Change Status Drop-Down

New has been removed from the Change Status drop-down on the Interactions tab in Search icon, a magnifying glass.. Agents cannot change the status of an interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. to New.

In Search > Interactions, an interaction is selected and Change Status is clicked. A drop-down with a Change button next to it appears.

Agents can still select New in the Status drop-down under Filters.

Customer Request UI Change Availability GA
On deploy

New Regional Availability

Agent for Microsoft Teams is now available in the US East (NA3) region.

Customer Request UI Change Availability GA
On deploy

Agent SDK

Context Switching

One-way context switching is now available in agent apps built for Microsoft Dynamics using the Agent SDK. When agents open a session in Microsoft Dynamics, the matching interaction opens in the agent application.

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

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

Customer Request UI Change Availability GA
On toggle

Agent for Service Cloud Voice

Transfer Callbacks

Previously, agents could not transfer callbacks in Agent for SCV. In this release, they can transfer callbacks to agents, skills, queues, and external numbers. Full call context is maintained.

Customer Request UI Change Availability GA
On deploy

Transcripts for Refused and Abandoned Calls

Transcripts are generated for refused and abandoned callsClosed Call that enters the contact center system, but the caller ends the call before reaching an agent.. This helps preserve valuable customer utterancesClosed What a contact says or types. that occur during IVRClosed Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. or queue time, allowing you to gain insights from missed interactions. You can view these transcripts directly within the associated Voice Call record in Salesforce. When no speech is captured, placeholder text is shown.

Customer Request UI Change Availability GA
On deploy

Agent Integrated

Desktop Profiles Generally Available

Previously, desktop profiles were in controlled release. In this release, they are generally available.

Desktop profiles allow you to customize the agent experience using:

  • Settings to enable and disable apps such as Contact History icon, a clock with an arrow pointing backwards., Queue Counter icon, stacked items in a container., and Schedule icon, a calendar..

  • Settings to configure what agents can do in the Directory icon, a notebook with a picture of a person on it..

  • Settings to configure what types of outbound calling agents can do.

  • A setting to configure the default screen size of Agent Integrated.

In future releases, additional settings will be added to desktop profiles.

The Create Desktop Profile page in Agent Integrations.

You can access desktop profiles by navigating to Agent Integrations icon: an orange gear with three arrows inside. > Desktop Profiles. After you create and configure desktop profiles, you can assign them to teams of agents.

Customer Request UI Change Availability GA
On toggle

Conversations

Conversations is a new app available inside Agent Integrated. It allows agents to message supervisors and other agents without leaving the agent application. Agents can chat one-on-one and in groups. Conversations allows agents to collaborate quickly and effectively to resolve customer issues.

Direct messages sent back and forth in Conversations inside the agent application.

Enable Conversations for agents in their desktop profile.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On toggle

Support for Divisions

Agent Integrated supports divisions. If divisions are enabled, agents can only access employees, teams, and skills in that division. Agents also select a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. when starting a new outbound email, SMS message, or WhatsApp message. This aligns with outbound calling. If divisions are not enabled, agents select a digital point of contact for outbound email, SMS, and WhatsApp.

In this release, divisions are available to new customers only. For more details, select the Global Changes filter on the top right.

MAX does not support divisions.

Customer Request UI Change Availability GA
On toggle

Updates to Desk

CXone Mpower Desk unifies customer data, interaction history, and workflows into a single, intelligent workspace directly inside the agent application. In this release, Desk users see improved visibility into customer history, streamlined agent tasks, and simplified management of customer data. New features include:

Updates to Enhanced Customer Card

In this release, CXone Mpower Enhanced Customer Card includes these features:

Improvements to the Voice Interaction Experience

The following changes are made to the voice interaction experience in Agent Integrated:

Enhancements to Approval Workflows

The following changes are made to the approval workflow experience for digital channels in Agent Integrated:

Enhancements to the CRM Integration Experience

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

Support for New Quick Responses

A new Quick Responses page is now available in the ACD application. It replaces the current Quick Responses and Rich Messages pages. The quick responses you configure there appear in Agent Integrated. You can assign those quick responses to skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. as well as digital points of contact. Agent Integrated can display more than 1000 of these new quick responses. When you transition to new quick responses, agents' favorite quick responses reset.

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

Customer Request UI Change Availability CR
On toggle

Configure Extra ACW Time for Specific Agents

You can now give certain agents extra after-contact workClosed State that allows an agent to complete work requirements after finishing an interaction. (ACW) time for calls, voicemails, and work items. This is useful for agents with accessibility requirements.

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

Customer Request UI Change Availability GA
On deploy

Limit Total Size of Attachments

Previously, agents could attach files that were up to 40 MB each. In this release, they can attach files, that are up to 100 MB each. This includes inline images. The size limit for all the files attached to a digital message or email is also 100 MB. So, agents can attach one 100 MB file, or two 50 MB files, and so on. However, some digital channels may have lower size limits. If they do, the message or email fails to send. Agents receive an error message about file size.

Customer Request UI Change Availability GA
On toggle

Accessibility Improvements

The following enhancements will are made to align Agent Integrated with WCAG 2.2 AA standards:

  • Consistent and intuitive keyboard navigation

  • Alt text for all non-text content

  • More detailed icon alt text

  • Improved field labels

  • Responsive content across resolutions and screen sizes

  • Error prevention measures for forms, including input validation and contextual error messages

  • Color contrast ratios for text approved by WAVE tool

  • Improved focus outlines for keyboard navigation

  • Reduced focus points in Contact History icon, a clock with an arrow pointing backwards. for easier keyboard navigation

  • Move Up Icon of a black up arrow in a box with a light grey border. and Move Down Icon of a black down arrow in a box with a light grey border. arrows for reordering the apps under More icon, three dots in a row. in the top menu

  • JAWS and NVDA screen reader testing and verification

  • Dragon voice command testing and verification

  • Support for additional accessibility tools, including ZoomText

Accessibility testing has only been performed on desktop, not mobile.

Customer Request UI Change Availability GA
On toggle

Voice Authentication in Custom Workspace

Previously, the voice authentication interface appeared in a new browser tab. In this release, if you use Omilia Voice Biometrics (DEVone), it appears inside Agent Integrated as a custom workspace. This is a more convenient, integrated location.

For more details, select the Voice Biometric Authentication filter on the top right.

Customer Request UI Change Availability CR
On deploy

Preview Images in Emails

Agents can now click inline images in emails to preview them.

Customer Request UI Change Availability GA
On toggle

New Removed from Change Status Drop-Down

New has been removed from the Change Status drop-down on the Interactions tab in Search icon, a magnifying glass.. Agents cannot change the status of an interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. to New.

In Search > Interactions, an interaction is selected and Change Status is clicked. A drop-down with a Change button next to it appears.

Agents can still select New in the Status drop-down under Filters.

Customer Request UI Change Availability GA
On deploy

New Regional Availability

Agent Integrated is now available in the US East (NA3) region.

Customer Request UI Change Availability GA
On deploy

Agent SDK

Context Switching

One-way context switching is now available in agent apps built for Microsoft Dynamics using the Agent SDK. When agents open a session in Microsoft Dynamics, the matching interaction opens in the agent application.

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

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

Customer Request UI Change Availability GA
On toggle

API

Configure After Contact Work at an Agent Level

You can now configure after contact work (ACW)Closed State that allows an agent to complete work requirements after finishing an interaction. settings for individual agents. This is a set amount of time at the end of an interaction, allowing the agent time to complete tasks like entering notes.

Several agent APIs include the following new fields:

  • Additional ACW Time Enabled: Indicates if ACW time is enabled for the agent (Boolean).

  • Additional ACW Duration: Specifies the duration of additional ACW time (integer, 1–7,200 seconds).

The following APIs are updated to version 34 and support these new fields:

Customer Request UI Change Breaking Change Impacted Versions V34 Availability GA
On deploy

Create Data Policy API to Support GDPR Deletion

You can now create GDPR_DELETION data policies with POST /policies . In the CXone Mpower UI, this type of policy is called Data Erasure.

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

Confidence Score Added to Interaction Analytics API Response

Two new fields are added to the /segments/{segmentId}/analyzed-transcript API . These fields contain the confidence score for the segment. The confidence score represents how close the segment is to its matched intent or action.

The fields are added in these two parts of the response:

  • segmentSummary → primaryIntent → score

  • segmentSummary → actions → score

Customer Request UI Change Breaking Change Impacted Versions V2 Availability GA
On deploy

APIs to Manage Divisions

A new set of APIs lets you manage and interact with divisions. For more details about divisions, select the Global Changes filter on the top right.

  • GET /division-management/v1/division/{divisionId}

  • POST /division-management/v1/division

  • PUT /division-management/v1/division

  • POST /division-management/v1/division/search

  • POST /division-management/v1/division/identities

  • GET /division-management/v1//division/billingCode/{billingCode}/validate

  • GET /division-management/v1/division/{divisionId}/getAllBillingCodes

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

APIs to Support Divisions

The following APIs now support divisions. If divisions are enabled for your tenant, the data these APIs can access is available according to an identifier like divisionId or divisionNo. For more details about divisions, select the Global Changes filter on the top right.

PUT /hours-of-operation/{hoursOfOperationProfileId}/skills

GET /dispositions/{dispositionId}/skills

POST /teams/{teamId}/agents

DELETE /teams/{teamId}/agents

PUT /teams/{teamId}

GET /teams/{teamId}

POST /teams

https://nice-ce-cxone-prod.atlassian.net/browse/IDE-3723 (CURRENTLY NEW AS OF MID-DEC '25)

GET /teams

GET /teams/{teamId}/agents

GET /teams/agents

POST /skills

PUT /skills/{skilIId}

GET /agents/skills-download

POST /campaigns

PUT /campaigns/{campaignId}

GET /campaigns/{campaignId}

GET /campaigns

DELETE /campaigns/{campaignId}/skills

POST /campaigns/{campaignId}/skills

GET /campaigns/{campaignId}/skills

GET /campaigns/{campaignId}/skills/unassigned

PATCH /campaigns/{campaignId}/status

GET /agents/extended

GET /campaigns/{campaignId}

PUT /campaigns/{campaignId}

GET /division-management/v1/division/{divisionId}

GET /interaction-analytics-gateway/v2/segments/analyzed

GET /interaction-analytics-gateway/v2/segments/{segmentId}/analyzed-transcript

GET /dispositions/skills

GET /skills/{skillId}/dispositions/unassigned

POST /skills/{skillId}/tags

DELETE /skills/{skillId}/tags

GET /teams/{teamId}/unavailable-codes

POST /teams/{teamId}/unavailable-codes

PUT /teams/{teamId}/unavailable-codes

DELETE /teams/{teamId}/unavailable-codes

GET /agents

GET /agents/{agentId}

GET /agents/{agentId}

GET /scripts/promote-scripts

POST /scripts/copy-scripts

GET /scripts/compare

GET /scripts/advanced-search

GET, PUT, POST, and DELETE /scripts

GET /script-folders

GET /scripts/search

POST /scripts/start

GET /scripts/find

POST /scripts/kick

GET /scripts/historyByName

GET /data-extraction/v1/jobs

POST /data-extraction/v1/jobs

GET /data-extraction/v1/jobs/{jobId}

Customer Request UI Change Breaking Change Impacted Versions V34 Availability GA
On toggle

Hours of Operation APIs to Support Service Tokens

Previously, the GET /hours-of-operation and GET /hours-of-operation/{hoursOfOperationProfileId} APIs only supported access tokens for authentication. In this release, these two APIs also accept service tokens. This improves flexibility and allows service-to-service authentication.

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

Enable Rejection Notes and Access Draft History

Previously, if a message on a digitalClosed Any channel, contact, or skill associated with Digital Experience. channel was denied in CXone Mpower Agent, the submitting agent did not get a reason. In this release,a new API lets you add rejection notes when denying a draft and retrieve draft history. This gives agents clear feedback on why a draft was rejected and improves visibility in the approval process. It reduces the need for side communication. Agents can access these notes and draft history directly through the API for compliance and audit purposes.

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

Multiple Parallel Screen Recordings

The Screen Interaction APIs now allow each agent start up to 10 screen recordings at a time. This supports scenarios when agents work on multiple digital channels simultaneously and need each session to be recorded.

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

New Error Status for Screen Recording

A new error type is added to the Screen Interaction APIs , indicating that ScreenAgent is not connected. This improves error handling and visibility when troubleshooting.

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

New Voice Biometrics Hub APIs

You now have three new APIs to help manage and access voiceprints in Voice Biometrics Hub:

  • POST voice-biometric-hub/v1/get-voice-print-status – Lets you check the status of a voiceprint for a specific contact or session.

  • POST voice-biometric-hub/v1/perform-action-request – Lets you initiate or continue a voice biometrics process.

  • GET voice-biometric-hub/v1/get-result – Returns the final result of the biometric process—whether it was accepted, rejected, and so on.

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

New BCP Correlation API

For more details, select the Business Continuity Plan filter on the top right.

A new API helps you map entities between your primary tenant and BCP tenant. This is especially useful if you already created entities (like users or skills) in your BCP tenant before enabling BCP sync. Without correlation, the sync process could create duplicates or fail due to conflicts. With this new API, you can provide the correct mappings up front, ensuring a smooth sync and preventing duplication.

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

Knowledge API

The Knowledge API has been updated:

  • Validations have been added to prevent the ingestion of empty files.

  • The document identifier now has a maximum length of 100 characters .

  • Duplicate files are discarded and not ingested.

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

Autopilot

Regional Availability

In this release, Autopilot is available for Sovereign Cloud configurations in Australia Sovereign Cloud (AUSov), FedRAMP, and UK Sovereign Cloud (UKSov). This expansion ensures that customers operating in these regions can leverage Autopilot capabilities while meeting compliance and security requirements specific to their environments.

Customer Request UI Change Availability GA
On deploy

AutoSummary

Retry AutoSummary in Outcome Panel and AutoSummary Card

In this release, you can retry AutoSummary if it times out and cannot generate a summary. When AutoSummary times out, the Notes field becomes editable, and a Retry button appears. You can click Retry up to three times to fetch the summary again. If the retry succeeds, the Notes field is updated with the new summary and the Retry button disappears. If all retries fail, you see a message saying, “We cannot retrieve the summary right now" and you can continue typing your notes manually.

Customer Request UI Change Availability GA
On deploy

AutoSummary Support Added in Australia Sovereign Cloud

In this release, you can use Copilot and AutoSummary in the Australia Sovereign Cloud to meet local security and compliance requirements for public sector and healthcare environments. As part of this enhancement, you have access to AutoSummary, within the Australia Sovereign setup.

This release focuses on Copilot without knowledge or actions. Features like Knowledge, CXone Mpower Agents (Task Assist/ Bot Builder), and Autopilot Knowledge are introduced in future updates.

Customer Request UI Change Availability GA
On deploy

Copilot for Engagement Hub: Multi- ACD Support

In this release, you can use Copilot for Engagement Hub with third-party ACDs like Avaya or Cisco, even if your contact centerClosed A complete, unified, cloud-native contact center platform offered on a subscription basis. does not use CXone Mpower.

You can log in to your ACD and then to Copilot, which provides real-time summaries, sentiment analysis, and guidance during calls. After each call, you can review and edit summaries, and Copilot generates an AutoSummary for quick review. You also have access to Observability Dashboard to track usage and performance.

Customer Request UI Change Availability GA
On deploy

Business Continuity Plan

Business Continuity Plan Generally Available

Business Continuity Plan provides a secondary CXone Mpower system as a backup. You can switch to the backup system to keep your contact center running during an emergency, like an outage or regional failure.

Previously, Business Continuity Plan was part of a controlled release program. In this release, it is generally available.

Customer Request UI Change Availability GA
On toggle

Additional Components to Sync from Primary to BCP Tenant

To ensure that your BCP tenant stays up to date, you can sync data from your primary to BCP tenant. This also prevents you from manually managing two tenants. However, not everything from your primary system can be synced.

In this release, you can sync dispositions, hours of operation, and voice points of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address..

ACD Admin Studio
Agent Settings (ACD Users) Roles Files
Business Unit Settings Teams Scripts
Dispositions (coming in 26.1) Users (Employees)  
Hours of Operation (coming in 26.1)    
Skills    
Voice Points of Contact (coming in 26.1)    

You will need to update synced Studio scripts in the BCP tenant. References to specific entity IDs must be updated in the BCP tenant's scripts.

Customer Request UI Change Availability GA
On deploy

Sync Dashboard

A dashboard lets you monitor data that syncs from your primary to BCP system. It also lets you manually retry a sync if it fails.

To see the dashboard you must have BCP enabled in your CXone Mpower system. Go to Admin > BCP Settings > Sync Dashboard.

Screenshot of the new sync dashboard for BCP.

Customer Request UI Change Availability GA
On toggle

New BCP Correlation API

A new API helps you map entities between your primary tenant and BCP tenant. This is especially useful if you already created entities (like users or skills) in your BCP tenant before enabling BCP sync. Without correlation, the sync process could create duplicates or fail due to conflicts. With this new API, you can provide the correct mappings up front, ensuring a smooth sync and preventing duplication.

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

Cloud Storage Services

Regional Availability

Cloud Storage Services will be available in the US East (NA3) region later in the 26.1 release cycle.

Customer Request UI Change Availability GA
On deploy

Cognigy AI

Elevate Customer Experience with Cognigy AI + CXone Mpower

In this release, you can elevate customer experience as Cognigy AI is fully integrated with the CXone platform. This integration unlocks advanced capabilities for delivering exceptional, agentic, multimodal experiences across voice and digital channels.

  • Enjoy Seamless Cognigy AI Integration with CXone

    Manage all your conversational AI solutions in one unified environment—simplifying workflows, accelerating innovation, and enabling end-to-end automation that fully resolves customer needs.

  • Deploy Regionally for Speed and Scale

    Bring Cognigy AI closer to your customers by deploying in specific regions to reduce latency, deliver lightning-fast experiences, and scale effortlessly for different geographies—while managing access, billing, reporting, and development within CXone.

  • Create Smarter Voice Journeys with Advanced Conversational AI

    Deliver intelligent voice experiences with real-time interactions for instant information sharing and smooth agent handoffs. With Cognigy Voice AI Agents, conduct empathetic, human-like conversations that scale and handle complex tasks such as, re-bookings, payments, and status updates without agent intervention.

  • Engage Customers Across Digital Channels

    Launch AI-powered chat experiences via Virtual Agent Hub across web chat, WhatsApp, SMS Messaging, and more—enriched with rich media and Adaptive Cards for interactive journeys. Customers can start on one channel and continue on another without losing context, ensuring a seamless omnichannel experience.

  • Simplify Administration through User Hub

    Manage Cognigy AI directly through User Hub for streamlined role management and environment control.

Transforming Customer Experience with Conversational AI

Challenge

Traditional IVR systems often frustrate customers with long menus and extended wait times. For example, a customer calling a logistics company to locate a package faces a 12-minute wait and multiple menu options before reaching an agent.

Solution

By implementing a Cognigy AI agent, the logistics company replaces the standard IVR with an intelligent, conversational experience. Instead of waiting in line, customers interact instantly with an AI agent that understands natural language and resolves queries in real time.

Agentic AI allows Cognigy AI agents to think, adapt, and act independently without knowing the exact next step – grounded in your enterprise knowledge and governed by your business rules. It means they are better able to address compound or complex customer needs while leveraging built-in memory to tailor each conversation to the specific customer. Agentic AI agents can seamlessly hand off and coordinate with other AI agents behind the scenes, determining what steps are needed to resolve customer issues effectively. Additionally, customers can interact across multiple channels seamlessly starting a conversation on one channel and continuing on another without losing context.

Example Scenario

Customer Need: Locate a package after receiving a delivery notification.

Old Experience: Navigate IVR menus → Wait 12 minutes → Speak to an agent.

New Experience:

  • Customer says on WhatsApp: “I got a delivery notification but can’t read the address.”

  • Virtual agent verifies details (tracking number, order number).

  • Instantly provides pickup location and sends a Google Maps link to the customer’s phone.

  • Later, the customer switches to the company’s web chat to check delivery status. The virtual agent continues the conversation from where it left off—no need to repeat details.

  • If needed, the agentic flow suggests next steps proactively, such as scheduling a pickup or reporting an issue.

The implementation of Conversational AI delivers measurable results: wait times drop and can be near-instant resolution, ensuring customers get answers without frustration. Customer satisfaction soars thanks to personalized, natural interactions that feel effortless. At the same time, businesses gain greater operational efficiency, as fewer calls need to be routed to human agents—freeing up resources and reducing costs.

 

Customer Request UI Change Availability GA
On deploy

Copilot for Agents

Cognigy AI Integration for Task Assist

In this release, Cognigy AI is introduced as the new workflow engine for Agent Copilot Task Assist. You can trigger workflows defined in Cognigy AI through Virtual Agent Hub, with support for both single-step and multi-step workflows.

When you select a workflow, you can view an Adaptive Card prefilled with contextual data, which you can edit and execute effortlessly. As an admin, you can define and publish workflows directly in Cognigy AI and map them to Copilot Task Assist profiles using the same process you followed with respect to Bot Builder. You can also manage field mappings for pre-fill, add descriptions, and control workflow visibility in the Copilot user interface, without any changes to the existing admin interface in phase 1.

Customer Request UI Change Availability GA
On deploy

Manage Copilot Elements Through Admin User Interface

In this release, you can create and manage Copilot Elements through a new Admin Interface. This feature lets you add, edit, duplicate, activate, or deactivate elements such as Text Cards and decision tree element. You can also define Copilot Rules to control when these elements appear, set priorities, and reorder rules easily.

These enhancements provides greater flexibility to customize agent workflows, improve productivity, and maintain full control over configurations.

To access Elements dashboard go to the app selector , select General > AI Studio > Elements.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Copilot for Supervisors

Additional Language Support in Conversational Panel

The Conversational Panel now supports English, Brazilian Portuguese, and French for all data, insights, and error messages. You can view information in your preferred supported language based on your browser locale settings. The responses to your queries are provided in the same language as your questions.

If your browser locale is configured to a language that isn't English, Brazilian Portuguese, or French, the system displays a message indicating that the selected language is not supported.

Customer Request UI Change Availability GA
On toggle

CRM Ticketing

Ticket Search Enhancements

Ticket Search now has additional enhanced search and filtering allowing you to search tickets by the new fields for evaluator name, ticket statuses from originating CRMs, and custom value fields.

Customer Request UI Change Availability GA
On deploy

Ticket Search Calibration Summary

A new column for Calibration Summary, including the score and variance is now available in the Tickets Search. You can see the full calibration summary on click. You are able to search on Calibration and filter on Calibration Variance.

Customer Request UI Change Availability GA
On toggle

Dashboard

Migration of New Reports

You now have access to 12 additional prebuilt reports on the Reports page of the Dashboard application. Eight reports are available initially, and the remaining four will be delivered as Hot Fixes during the 26.1 release cycle.

Customer Request UI Change Availability GA
On deploy

Tenant Segmentation

New tenants are able to segment data by tenant to support BPO use cases. ACD and QM Dashboards, as well as prebuilt reports, display data filtered by division, making it easier to manage visibility and control across your organization.

Customer Request UI Change Availability GA
On deploy

Dashboard and Reports Enhancements

You now have a simpler way to manage your reports. A new Favorites tab lets you quickly access the reports you use most.

Customer Request UI Change Availability GA
On deploy

Accessibility and UI Enhancements

You can see improvements that support WCAG 2.2 AA accessibility standards and create a more consistent visual experience across the platform. These updates make colors easier to see, improve keyboard navigation, and enhance support for screen readers. Subtle UI refinements, such as more consistent component styling and rounded corners, create a cleaner and more aligned interface. These visual adjustments do not impact functionality.

Customer Request UI Change Availability GA
On deploy

Dashboard Role-Based Views

Dashboards now provide tailored views for each role. Agents can see their own metrics, supervisors can view team performance, and managers can track organizational trends. This feature requires an Insights PM license.

Customer Request UI Change Availability GA
On deploy

Advanced AI Usage Report for Quality Management

The new Quality Management Advanced AI Usage report provides visibility into how Auto Score and Evaluation Summary are used under Quality Management Advanced AI. It includes daily aggregated data, sortable tables, and export options for deeper insights.

Customer Request UI Change Availability GA
On deploy

Coaching Statuses Metric

You can now track the status of all coaching sessions in one place. This metric shows whether a session is in draft, awaiting acknowledgment, completed, overdue, scheduled, assigned, or expired. You can also filter by coaching type, behavior, status, and focus area. These options help you monitor overdue sessions, follow up on pending acknowledgments, and keep your coaching records accurate.

Customer Request UI Change Availability GA
On deploy

Desktop Discovery

Real Time Adherence

The Desktop Discovery Client sends the agent’s activity, such as the application being used, in real-time, to the WFM IEX application. This allows managers to verify in real time whether agents adhere to their WFM-planned shift tasks. See Real Time Adherence section.

Customer Request UI Change Availability GA
On deploy

Virtual Desktop Infrastructure (VDI) Support

The Desktop Discovery Client is certified on the specific VDIs. See the list of supported VDIs in the Download and Install section.

Customer Request UI Change Availability GA
On deploy

Team Details View

The users are able to drill down to the team level and view the configurations applied to each Desktop Discovery Client. See Configuration Update.

Customer Request UI Change Availability GA
On deploy

New Data Share View

A new Data Share view associates Desktop Discovery data with the corresponding Contact ID. Customers who have purchased CXone Data Share are able to access this view, allowing them to consume desktop activity data linked to a specific call or chat.

Customer Request UI Change Availability GA
On deploy

Troubleshooting

A new Log Uploading section is added to the client configuration. This feature allows the NiCE Internal Support team to troubleshoot issues more effectively. See Configuration Update section.

Customer Request UI Change Availability GA
On deploy

DEVone Integrations

New Strategic Partner: Emotech

Emotech offers advanced AI-driven customer experience solutions that integrate with CXone Mpower. Their platform includes voice bots, chatbots, agent assist, analytics, and speech technologies (STT and TTS), with a strong focus on Arabic and South Asian languages. Emotech provides generative AI-powered automation for inbound and outbound interactions, real-time agent support, and comprehensive analytics for QA and compliance. Their solutions aim to reduce call times, improve automation rates, enhance customer satisfaction, and support multilingual environments. Emotech is fully cloud-based, deployable in UAE for data sovereignty compliance, and offers APIs for seamless integration.

Key features and capabilities:

  • Voice Bots: Automate inbound and outbound calls with generative AI.

  • Chatbots: Multilingual bots for web, mobile, and WhatsApp channels.

  • Agent Assist: Real-time transcription, knowledge retrieval, and sentiment analysis.

  • Analytics: Comprehensive QA and compliance monitoring powered by generative AI.

  • Speech Technologies:

    • STT: Industry-leading Arabic and South Asian transcription accuracy.

    • TTS: Natural Arabic dialect voices for personalized customer service.

Additional benefits include:

  • Up to 75% automation rate and 7x reduction in call waiting times.

  • 30% increase in Net Promoter Score (NPS) and 77% cost reduction.

  • UAE-compliant deployment for data sovereignty.

  • APIs for seamless integration with CXone workflows.

Common Use Cases

  • Automating repetitive inquiries to reduce agent workload.

  • Enhancing customer experience with natural language and dialect support.

  • Improving operational efficiency and reducing costs.

  • Supporting multilingual environments across government, airlines, healthcare, banking, and telco sectors.

Customer Request UI Change Availability GA
On toggle

New Strategic Partner: PCI Pal

PCI Pal brings industry-leading PCI DSS-compliant payment solutions to CXone. This partnership enables organizations to process payments securely across voice, digital, and automated channels. PCI Pal’s solutions let contact centers collect sensitive payment data without exposing agents, recordings, or internal systems to PCI scope. This ensures compliance and enhances customer trust.

Key features and capabilities:

Additional benefits include:

  • PCI DSS 4.0 compliance.

  • Real-time agent visibility without exposing sensitive data.

  • Integration with 100+ payment gateways and leading CRMs.

  • Support for 140+ languages.

  • Scalable for contact centers of any size.

Common use cases:

  • Secure payment collection without bringing systems into PCI scope.

  • Reducing average handle time and improving first-call resolution.

  • Offering flexible payment options for diverse customer preferences.

  • Automating payment handling to reduce call volumes and free agents for high-value tasks.

Customer Request UI Change Availability GA
On toggle

Digital Experience

Priority Management Update for Digital Skills

Currently, priority management was configured differently for digital skills than other ACD skill types. Digital skills could use digital scripting or routing queue filters to configure priority management. The Filtered case priority routing queue filter allows you to select 1000 as the maximum priority value for a contact. Meanwhile, ACD skills use the Priority Management While in Queue field for all other Media Types besides Digital. This field had a maximum value of 9999.

In this release, the Priority Management While in Queue field is available in digital skills, just like in other ACD skill types. You can now manage priority for digital skills directly from ACD Skills, instead of completing configurations in multiple places. This makes the setup process easier.

Screen to create new skills. Digital is selected for the Media Type field and a section called Priority Management While in Queue displays.

The Maximum Priority for digital skill types defaults to 1000. Default field values and limits for all other skill types remain the same. The Initial Priority field displays 0 by default. Acceleration defaults to 1 for both new and existing digital skills. To use this feature, you must have integrated matching enabled for your business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

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

Customer Request UI Change Availability GA
On deploy

Regional Availability

Digital Experience services are available in South Africa and the US East Region.

Customer Request UI Change Availability GA
On toggle

Interactions Hub Integration

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

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

Customer Request UI Change Availability GA
On deploy

Enable Rejection Notes and Access Draft History

Currently, if a message from a digital channel was denied in CXone Mpower Agent, the submitting agent didn't get a reason. In this release, a new API lets you add rejection notes when denying a draft and retrieve draft history. This gives agents clear feedback on why a draft was rejected and improves visibility in the approval process. It reduces the need for side communication. Agents can access these notes and the draft history for compliance and audit purposes.

Customer Request UI Change Availability GA
On deploy

Data Limits for Contacts and Message Export

From CRM in the Digital portal, you can export contacts and messages with a limit of 100,000 rows per export. This prevents performance issues and long wait times caused by exporting very large data sets. You experience faster export times and receive only the first 100,000 filtered records when you run an export.

Customer Request UI Change Availability GA
On toggle

Support for Divisions

You can restrict user data visibility to only the divisions they are authorized to view. This enhances data security and compliance by ensuring users can access only the information relevant to their assigned divisions. In this release, divisions are available to new customers only.

For more details, select the Global Changes filter on the top right.

Customer Request UI Change Availability GA
On toggle

Update to Sentiment Resolution

Currently, automated sentiment is resolved as soon as a message reaches Digital Experience APIs. This can delay the processing of messages and make it take longer for agents to receive messages from contacts. In this release, automated sentiment resolves asynchronously after messages are processed. So, sentiment data is not available immediately, but this improves the processing speed of messages.

This update only impacts you if you already use automated sentiment. This change currently only affects MAX. For now, it does not apply to Agent.

Customer Request UI Change Availability GA
On deploy

Microsoft Graph API Support for Custom SMTPs

Currently, Microsoft custom SMTP mail servers used OAuth 2.0 for authentication with CXone Mpower. In this release, CXone Email supports integration with Microsoft 365 through the Microsoft Graph API. For now, this update is only supported for outbound email. It replaces older protocols, improves reliability, and eliminates issues with OAuth limitations. It also ensures faster and more secure email workflows.

You need help from your CXone Mpower Account Representative to configure these updates. You also need to enter updated credentials to authenticate your custom SMTP server.

If you do not use a Microsoft custom SMTP email server, this change does not affect you.

Customer Request UI Change Availability GA
On deploy

Change Display Name for Custom SMTP

You will be able to add or change the display name for your custom SMTP email server. This will be possible from the CXone Email Edit settings.

Customer Request UI Change Availability GA
On deploy

Apple Messages for Business Support for Large Attachments

Agents can send and receive messages as large as 100 MB. If a message from either the agent or contact exceeds this limit, an error message displays.

Customer Request UI Change Availability GA
On toggle

Apple Messages for Business Fallback URL for Form Messages

You can send Form messages to contacts even if their device doesn't support rich content. If the Form message cannot be delivered in its original format, the system sends a fallback message. This fallback message includes a URL that lets contacts open the form in a web browser. This offers an alternative experience, so your messages reach everyone, including users on MacOS or older iOS and iPadOS versions. You don't have to worry about compatibility issues for Form messages.

Customer Request UI Change Availability GA
On toggle

WhatsApp Business Support for Name Variables in Template Bodies

Currently, CXone Mpower supported WhatsApp Business message templates only with numeric values. In this release, your approved WhatsApp Business message templates with name-type variables in the message body are also visible in CXone Mpower. This lets you personalize messages with details like a contact’s name or an agent’s department. All message template setup happens in the WhatsApp Business Manager, not in CXone Mpower. All templates also go through WhatsApp's approval process. After templates are created and approved by WhatsApp, agents can view and select them to send to contacts.

Customer Request UI Change Availability GA
On toggle

Meta Channels Available for Australia and EU

The following Meta channels are available for Sovereign cloud configurations in Australia and the EU:

  • Facebook

  • Facebook Messenger

  • Instagram

  • WhatsApp

Customer Request UI Change Availability GA
On toggle

Chat Redesign On by Default

You can use the redesigned digital Chat interface as the default for all new channels. This makes adopting the new UI easier and prevents delays from custom CSS changes on the old interface. The new design is applied automatically when you create a channel. You can disable the new UI, if you prefer to use the old design. A message displays to alert you to the change and give instructions for keeping the old design.

Customer Request UI Change Availability GA
On deploy

Mobile SDK

Send Transcript

The Mobile SDK supports sending chat transcripts by email. The options menu lets contacts choose from several options, including Send a Transcript. When they choose this option, they need to enter their email. The platform sends their chat transcript as text in the email body.

This is an existing feature of DX chat that will expand to the Mobile SDK. You can set it up for either Live Chat or Chat Messaging channels. If you used the default UI module (CXoneChatUI), you will need to update the SDK to version 3.2.0 when it becomes available. If you used your own UI, your developers will need to integrate this feature from the SDK on their own.

Customer Request UI Change Availability GA
On deploy

Enhanced Strategic Planner

UK Public Cloud Availability (IEX Customers Only)

ESP is available for deployment in the UK Public Cloud for NiCE WFM (IEX) customers. The configuration supports scalability, resiliency, and regional compliance. UK English is supported.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On toggle

Feedback Management

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

PII Masking in Survey Comments

You can now automatically mask personally identifiable information (PII) in survey comments using AWS Comprehend entity detection. This protects customer data and supports GDPR and CCPA compliance. Comments remain visible, but sensitive details are replaced with tags like [EMAIL] or [PHONE]. This preserves meaningful context while keeping private information hidden.

Customer Request UI Change Availability GA
On deploy

Survey Comment Translation

You can now translate survey comments using Amazon Translate. This option keeps all data within the NiCE, which supports compliance for Sovereign Cloud Configurations and FedRAMP environments. Google Translate remains available as an alternative.

A new setting is available under Admin > Advanced Admin > Automatic Comment Translation > Add Translation, where you can select either Amazon or Google for the translation engine. You can also select the target languages for each survey.

Customer Request UI Change Availability GA
On deploy

Updated Tagging Management Pages

The pages used to manage tagging groups and monitor tag instances in Feedback Management have been redesigned. The new layout makes it easier to set up, review, and maintain text analytics tagging. These improvements enhance usability for both professional services teams configuring tagging and administrators overseeing tagging activity.

Customer Request UI Change Availability GA
On deploy

Feedback Text Analysis for Sovereign Regions and FedRAMP

A new native text analytics engine is now available for Sovereign Cloud Configurations and FedRAMP environments. This engine keeps all data within the NiCE ecosystem and provides secure topic and sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis that meets strict compliance requirements.

Customer Request UI Change Availability CR
On deploy

GenAI Prompt Editor

Use Variables to Copilot Prompts

In this release, you can use variables inside prompts. A new Configuration tab is introduced where you can enter test values for these variables. This feature is supported only for Final Summary and KB Answers prompts.

Customer Request UI Change Availability GA
On deploy

Profile List Alphabetical Sorting in GenAI Prompt Editor

In this release, you can see profiles in the GenAI Prompt Editor sorted alphabetically (A–Z) instead of by creation date. This means you can quickly scan the list and find the profile you need, especially if you manage multiple profiles in your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

Customer Request UI Change Availability GA
On deploy

Multiple Default Profiles in GenAI Prompt Editor

Currently,, you can set only one default profile. In this release, you can create multiple default profiles in the GenAI Prompt Editor to support different teams or use cases.

Customer Request UI Change Availability GA
On deploy

Guide

Introducing Remove Guide Template Action

In this release, you can remove guide templates automatically when creating rules in Guide Admin. This action removes templates based on rules even after a page has loaded. This is useful if conditions change after you have loaded a page with a guide.

You can choose to remove one specific template or all templates at once. You can find this feature in Guide Admin by creating a new rule - Guide Admin → Rules → New Rule + and selecting the Remove Guide Template action under Actions or by editing an existing rule.

This feature can be enabled without downtime, and existing template actions remain unchanged.

Customer Request UI Change Availability GA
On deploy

Control Pre-Chat Form Caching in Guide Widget

Currently, the Guide Widget caches pre-chat form data by default. With this release, you can control whether the pre-chat form caches data in the browser. A new initialization flag allows you to enable or disable caching. When caching is disabled, end users must re-enter pre-chat information for each new chat session.

Customer Request UI Change

Availability GA
On deploy

Integration Hub

Region Expansion

Integration Hub is now available in the FedRAMP and US East regions.

Customer Request UI Change Availability GA
On deploy

AWS Sigv4 Support

Integration Hub connectors now support AWS Sigv4. This allows you to set up AWS-specific integrations. When creating the connector, you can select this as your Media Type, ensuring that AWS accepts your authentication credentials.

Customer Request UI Change Availability GA
On deploy

Interaction Analytics

Support for Welsh Interactions

IA can process interactions in Welsh. This update does not include localization of UI text into Welsh, just the ability to process transcripts in the language. The following IA features and filters are not supported for Welsh interactions:

Language selection drop-down including English, Dutch, French, German, Japanese, Portuguese, Spanish, and Welsh highlighted at the bottom.

Customer Request UI Change Availability GA
On deploy

Support for Divisions

The IA API supports tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system. segmentation. This enables you to restrict user data visibility in the IA API to only the divisions they are authorized to view. This enhances data security and compliance. It ensures users can access only the information relevant to their assigned divisions. You can see IA API responses that include both the divisionId and the division name, providing clearer context for segmented data. In this release, divisions are available to new customers only.

For more details, select the Global Changes filter on the top right.

Customer Request UI Change Availability GA
On toggle

Accessibility Enhancements

Various enhancements have been made to make IA more accessible and improve the user experience. This update includes the following UI updates and functionalities:

Dataset Details for a workspace includeTime Range in addition to Dataset ID, Created, and Modified.

Yellow warning notification to Update data that includes an X in the corner to dismiss the message.

End Sentiment workspace filter only shows options for positive, negative, or neutal sentiment.

Customer Request UI Change Availability GA
On deploy

Transcription Update in IA

The post-call transcription used by IA is being upgraded to use Transcription v11. This upgrade increases the accuracy of transcription and expands the list of supported languages to include those supported for Continuous Stream Transcription

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

Customer Request UI Change Availability CR
On toggle

Create Topic AI Collections in IA

You can push search interaction results from IA directly to Analytics Hub as a new Topic AI collection. This makes creating and managing corpora faster and easier. This eliminates manual data collection. It also enables more efficient workflows for users with Analytics Advanced or Analytics Premium licenses and Admin permissions. A new Save to Collection option displays in the search and workspace menus. A modal lets you name your corpus and start the push. This lets you submit up to 40,000 sample segment IDs to the Topic AI API in one step, all within a familiar interface. Topic AI currently only supports English interactions.

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

Customer Request UI Change Availability GA
On toggle

Interactions Hub - Data Policies

Data Policies Trial Experience for Data Erasure Users

Starting from this release, all customers gain access to a new Data Policies trial experience. This experience allows you to create one additional policy alongside unlimited use of the Data Erasure policy. Customers can explore how data policies automate their work and get hands-on experience before upgrading to a full license.

Customer Request UI Change Availability GA
On toggle

Public API for Data Erasure Policies

You can create Data Erasure policies using a public API. This allows full automation of GDPR compliance and integration with your internal systems.See the developer portal Box with arrow indicating navigation to external site..

Customer Request UI Change Availability GA
On toggle

Date Type Support for Business Data Criteria

Policy criteria now supports business data fields of type Date. You can filter interactions by date using operators such as equals, greater than, less than, and between for precise searches.

When you create a policy, select a date data field from the Criteria drop-down.

Screenshot showing policy date criteria with recurrence options and a date comparison drop-down open.

Customer Request UI Change Availability GA
On toggle

Skills-Based Policy Criteria

Policy criteria now includes Skills as an option. You can now apply compliance actions to interactions based on specific skills, such as outbound sales or loan delivery.

This feature is available for all policy types except Data Erasure.

When you create a policy, select Skill from the Criteria drop-down and select a skill.

Screenshot showing the policy Criteria section with multiple criteria applied and a Skill selector open for searching and selecting skills.

Customer Request UI Change Availability GA
On toggle

Knowledge

Multi-Modal Content Support

In this release, you can work with multi-modal content in Knowledge, including images, PDFs, Excel, CSV, and document formats such as .doc, .pptx, and .txt. If your knowledge articles are embedded with images, tables, etc. or you have documents attached to your articles, GenAI answers questions based on these media types and files. This capability ensures Copilot and Autopilot can extract and utilize data from multiple sources for comprehensive and accurate responses.

Additionally, you can access and share attached content—such as images and PDFs—directly through Copilot for Agents, making these resources searchable and retrievable during interactions. Copilot includes links to attached content in its answers and displays thumbnail previews within Knowledge responses. If an image has a publicly accessible URL, Copilot can render it as a thumbnail. You can share these resources with customers either by sending the asset directly or by providing its public link.

Customer Request UI Change Availability GA
On deploy

AWS Q Business (Q-Index) Integration with Knowledge

In this release, you can connect your AWS Q Business (Q-Index) knowledge base directly to Knowledge without duplicating data or storing it in CXone Mpower. This integration allows you to use your Amazon Q Business Q-Index as a primary knowledge source. You configure Q-Index as a knowledge source in Knowledge, and Copilot and Autopilot retrieve answers from your AWS Q Business-managed vector database without requiring data migration.

In the Knowledge user interface, you select the source type such as Ingest Content into Knowledge Hub or Connect Amazon Q Business (Q-Index). When you select Connect Amazon Q Business, you configure settings specific to your Amazon Q Business application, including Application ID, Retriever ID, Access Resource Name, Application Location, and IDC location. Copilot profiles also supports filters and maximum result settings similar to current configurations.

Customer Request UI Change Availability GA
On deploy

Bring Your Own Retrieval-Augmented Generation (RAG) for Knowledge

In this release, you can use your own RAG solution as a knowledge source instead of relying only on Knowledge. Currently, Copilot and Autopilot pull answers from the Knowledge . With this feature, you connect to your own RAG system like your own home-built RAG or some third-party RAG through API integration. As part of this enhancement, the Copilot for Agents Profile displays a dropdown menu with three options: Knowledge Hub, Bring Your Own RAG – Retrieve, and Bring Your Own RAG – Retrieve & Generate. This means you can integrate external knowledge systems without migrating data into the Knowledge.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Support for Multiple Knowledge Sources

Knowledge ingests and stores knowledge from the knowledge source of your choice. In this release, Knowledge supports Business Optix knowledge source.

Customer Request UI Change Availability GA
On deploy

Query Disambiguation in Knowledge

In this release, Knowledge helps you make Copilot and Autopilot responses more accurate and conversational. Currently, when you ask a question with multiple possible answers, Copilot and Autopilot guess or show all answers at once. With this update, Copilot and Autopilot detect ambiguity in your question, ask a clarifying question, for example, “Did you mean X or Y?”, and use your response to deliver the most relevant answer. This ensures your agents and customers get clear, accurate, and context-aware answers.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Migrated Calls

Migrated Search Results Pagination Enhancements

A new simplified pager interface is introduced in Migrated Interactions Search. The pager shows your current page and includes Previous, Next, and First Page buttons. Data loads incrementally, displaying up to 500 entries per page, for faster performance.

Customer Request UI Change Availability GA
On deploy

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

Support for Two Avaya Telephony Systems in One Tenant

A single CXone tenant supports two Avaya telephony systems with DMCC recording.

Customer Request UI Change Availability GA
On deploy

FedRAMP Region Support

A new FedRAMP-compliant region is available to support onboarding of customers with FedRAMP requirements.

Customer Request UI Change Availability GA
On deploy

Support for Cisco UCCE and UCCX Version 15

You can use Engagement Hub with the latest Cisco UCCE and UCCX version 15.

Customer Request UI Change Availability GA
On deploy

Support for Large-Scale Enterprise Tenants

You can onboard and record calls for enterprise tenants with up to 10,000 concurrent calls using new Large and Very Large system tiers.

Customer Request UI Change Availability GA
On deploy

ANI and DNIS Fields for Avaya Recordings

Avaya recorded interactions display ANI (Automatic Number Identification) and DNIS (Dialed Number Identification Service) fields in the Interactions UI and event messages, bringing Avaya in line with Cisco and Genesys integrations.

Customer Request UI Change Availability GA
On deploy

Test Connectivity Button for Third-Party Telephony Interfaces

You can test network connectivity for all IP addresses in a third-party telephony interface with a new button in the admin UI.

Screenshot of the new Test Connectivity button

Customer Request UI Change Availability GA
On deploy

Avaya Extension Validation in Recording Accounts

CXone Recording displays a warning if you enter an Avaya extension for a recording account that is not included in the TSAPI interface’s monitored device group.

Customer Request UI Change Availability GA
On deploy

Partner Applications

Monitoring Gateway

Health & Monitoring Tools to be Generally Available

The following tools under Monitoring Gateway are now generally available:

  • Voice Quality Metrics

  • Voice Diagnostics

  • Monitoring Gateway Subscriptions

  • Log Reader

Customer Request UI Change Availability GA
On deploy

Adapters

Presence Connect

Presence Connect is the next‑generation, bi‑directional presence synchronization application in CXone Mpower. You can to use it to sync agent statesClosed The availability status of an agent. between CXone Mpower and UCaaS platforms in real time. This reduces misrouted interactions and wait times, improving overall operational efficiency.

Presence Connect offers more flexibility than the previous Presence Sync solution. You can define custom presence rules directly in your UCaaS platform and link them to CXone Mpower by configuring an API. You can then assign those rules to specific teams and users.

In this release, 8x8 is the only UCaaS platform supported by Presence Connect. Additional platforms will be added in future releases. Presence Connect only supports CXone Mpower Agent and is not available for other agent applications.

Customer Request UI Change Availability GA
On toggle

Tenant Management

Mark Tenants as Favorite

You can now favorite tenants in the list of tenants. This helps you quickly find tenants that you frequently manage.

Customer Request UI Change Availability GA
On deploy

Performance Management (Native)

Give Award from Supervisor App

Supervisors can give awards in real-time using the Live Monitoring Screen in the Supervisor App. Provide immediate recognition for successful call handling, exceptional performance, or other positive behaviors.

This feature requires a PM – Act license to activate.

Customer Request UI Change Availability GA
On toggle

Keyboard Accessibility

PM (Native) pages and widgets now support keyboard navigation. ARIA tags have been added for screen readers, and many accessibility issues have been fixed.

Customer Request UI Change Availability GA
On deploy

Redesigned Group Assign Tool

The group Assign Tool has been redesigned to simplify group assignments. Enjoy a more intuitive experience when selecting groups (Teams, Agents etc.) on the Metrics, Objectives, Data Management, and Gamification pages.

Customer Request UI Change Availability GA
On deploy

Personal Connection

Improved Dialer Disposition Accuracy

Personal Connection's dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. mapping logic functions with higher accuracy. This update adds a new system disposition value: 103 - Temporarily Unavailable.

This change ensures that temporary call failures are not misclassified as permanent. It also prevents valid phone numbers from being incorrectly removed from dialing campaigns. As a result, contact rates and reporting accuracy are improved.

Customer Request UI Change Availability GA
On deploy

Quality Management

Auto Score in NiCE CXone Mpower Quality Management

Auto Score is now introduced as a core capability in NiCE. It is now available in 26.1 as part of Quality Management Advanced, a paid add‑on toQuality Management Advanced(consumption pricing). It leverages the power of the suite together with AI Studio to deliver automated scoring and deep performance insights.

It uses technology to automatically evaluate interactions based on the scoring the user defines. The result is consistent evaluation at scale and full visibility into agent performance.

With Auto Score, you can:

  • Define Your Scoring Criteria: Set what should be evaluated using clear configuration and GenAI powered instructions. Auto Score applies your scoring rules automatically across all interactions.

  • Scale Evaluations to 100%: Move beyond limited sampling. Auto Score evaluates every interaction using GenAI based scoring, delivering consistent and reliable results at scale.

  • Gain Transparent Insights: Enjoy consistent, and explainable scoring logic that helps you trust the results.

  • Auto Score Dashboard: See all your scorecards in one place, with a clear view of behaviors, insights, and trends across your operation.

  • Drill Down Instantly: Move from the high level to agents and individual interactions in one click, making it easy to understand what happened and where attention is needed.

    • Explore Evidence with Context: Each score includes transcript excerpts and GenAI reasoning so you always know the story behind the result.

Customer Request UI Change Availability GA
On toggle

Calibration for Evaluations completed on CRM Ticketing

You can now calibrate evaluations completed on a CRM ticket in NiCE CXone Mpower Quality Management. This enhancement helps your evaluators review and align scores for tickets that already have evaluations, making your quality process more accurate and reliable. To calibrate, click the three-dot menu next to the ticket, you want to calibrate and choose whether to calibrate the form or the evaluation. After selecting Calibration, you can now proceed to schedule it.

This feature removes the current limitation where calibration is only possible for tickets without evaluations, you now have full flexibility to calibrate any ticket, improving consistency and scoring accuracy across your team.

This feature is now available for users with any of the Quality Management licenses.

Customer Request UI Change Availability GA
On toggle

Evaluator Insights in Evaluation Summary

You can now see a new section in the evaluation summary called Evaluator Insights. This new section summarizes the comments an evaluator has placed into the question level comment areas. As a Supervisor, you can now view the summarized comments made by evaluators that justify their answers for each question. In the event this section does not appear in an Evaluation Summary, it is because the Evaluator did not put comments in any of the question level comment areas.

You now have better visibility into the reasoning behind evaluation scores, making it easier to understand and coach your agents effectively.

This feature is now available for users with the Quality Management Advanced and GenAI licenses.

Customer Request UI Change Availability GA
On toggle

Multiple Evaluations Summarized

You can now generate a single, consolidated summary from multiple evaluation forms. This gives you a clearer picture of agent performance and work for both Evaluations and Tickets. Each summary is saved as a separate version. You can now switch between versions and see which evaluations were included.

You now get a clear, holistic view of performance across multiple interactions, making coaching and decision-making faster and more effective.

This feature is now available for users with the Quality Management Advanced and GenAI licenses.

Customer Request UI Change Availability GA
On toggle

Add Evaluation Summary Usage Report

You can now view and edit evaluations in draft before they are submitted. This helps you validate scoring and ensure accuracy without waiting for completion.

  • Drafts Remain Private: Draft evaluations are visible only to authorized users until submitted.

  • Evaluator Details: If a different evaluator submits a draft started by someone else, the evaluation shows the name of the submitted evaluator. The Evaluation History tab displays both the original and submitted evaluator.

  • Quality Plan Assignments: For interactions assigned by a Quality Plan, any evaluator can edit and submit the draft.

Your ability to view, edit or delete drafts depends on your permissions. If you have Edit access, you can edit draft evaluations. If you have Delete access, you can remove draft evaluations.

You can now validate evaluations early, reduce errors, and maintain credibility in scoring making your quality process more accurate and efficient.

Customer Request UI Change Availability GA
On toggle

Filter by Evaluation Form in Quality Performance

You can now filter by evaluation form in Quality Performance. This gives you a clear view of how agents and teams perform on specific forms. You can now use a new filter option to select an evaluation form from a dropdown list. The view displays the average score for all evaluations on the selected form and the total number of evaluations completed for that form. Additionally, you can drill down from an agent’s name to see only evaluations for the selected form.

You can now quickly understand performance by form whether for individual agents, your team, or across multiple teams without opening each evaluation manually.

Customer Request UI Change Availability GA
On toggle

Multi-Select in Coaching Sessions

You can now select multiple Focus Areas and Behaviors when creating or editing a coaching session in CXone Mpower Coaching. This update gives you more flexibility, help you document agent development needs accurately, and better reflect real-world coaching conversations. Selected values appear clearly as tags or a comma-separated list, and you can now add or remove selections easily making the experience simple and intuitive.

Customer Request UI Change Availability GA
On toggle

 

Recording

Tenant Segmentation for Recording

Tenant data segmentation is introduced through a new license, to enable secure data segregation across lines of business for users. Teams and skills are assigned to Divisions, interactions are tagged automatically. Search, Playback, and Screen Monitoring only shows users the data for their allowed Divisions. For more details, select the Global Changes filter on the top right.

Customer Request UI Change Availability CR
On toggle

Support 250 Business Data Fields

Previously, up to 50 business data fields and data extract were supported. In this release, up to 250 business data fields are supported per tenant. In addition a new type of business data field, Date, is supported. Users can search and select the fields to display in Interactions Search. Playback, Recording Policies and Data Extraction.

Customer Request UI Change Availability CR
On toggle

Privacy Permission in Interactions Search

New Analytics Data Privacy permissions is introduced to Roles & Permission in Interactions Hub Permissions. This allows you to select and exclude specific data types it from the Interactions Search.

Customer Request UI Change Availability GA
On deploy

Advanced ScreenAgent

With the new Advanced ScreenAgent solution, for customers who purchase the Screen Recording Advanced license, you get:

  • Automatic upgrades and updates to all ScreenAgent instances.

  • No need to use third-party infrastructure (FFmpeg) to shorten issue resolution time.

  • A lightweight solution that requires fewer resources (CPU, RAM) to maximize VDI and physical desktop resources.

Customer Request UI Change Availability GA
On deploy

Remote ScreenAgent Configuration

Customers who purchase the Screen Recording Advanced license can update ScreenAgent settings from ScreenAgent Manager without visiting the machine. You can change resolution, frame rate, and connectivity modes from a distance. This saves time and removes the need for reinstalling or manual updates.

Customer Request UI Change Availability GA
On deploy

Stop Recording from Agent App

A new option to stop recording is available in the Agent app with a button click. This feature allows agents to control recording during CXone ACD calls. Clicking the button stops the call recording.

Customer Request UI Change Availability GA
On deploy

API to Support Multiple Parallel Recordings

The API allows customers to initiate up to 10 screen recordings. This supports scenarios in which an agent works on multiple digital channels simultaneously and needs each session recorded. See Screen Interaction Recording APIs.

Customer Request UI Change Availability GA
On deploy

New Status in Screen Recording

A new error type is introduced for screen recording when the ScreenAgent is not connected. This enhancement improves error handling and visibility for troubleshooting.

Customer Request UI Change Availability GA
On deploy

Disposition Updates

Recording Policy Settings include a new option to update dispositions on all segments of complex calls.

Customer Request UI Change Availability GA
On deploy

Recording Policy Updated UI

The Recording Policy page moved to a new design framework. The updated interface has a modern look, better usability, and easier navigation for managing recording policies.

Customer Request UI Change Availability GA
On deploy

Player Adds .wav Extension to Downloaded WAV Files

When you download a WAV file from the Player, the file now includes the .wav extension for easy playback.

Customer Request UI Change Availability GA
On deploy

Reporting

Files Moving to Cloud Storage

Reporting files are moved to Cloud Storage to improve security.

Customer Request UI Change Availability GA
On deploy

New Regional Availability

Reporting is now available in the US East region.

Customer Request UI Change Availability GA
On deploy

Data Download Reports

Scheduled Report Queuing for All Regions

Report queuing is now available for data download reports in all regions. When you run a data download report, you are offered the option to have the report emailed to you.

A pop-up with a loading screen and a button to Send by Email.

If you select that option, the report is queued. Without report queuing, high volumes of scheduled data download reports can time out during processing. With report queuing, scheduled reports enter a queue and run successively. This helps reports run more smoothly at high volume times, like at the end of a month or quarter.

Customer Request UI Change Availability GA
On deploy

Custom Reports

Scheduled Report Queuing for All Regions

Report queuing is now available for custom reports in all regions. When you run a custom report, you are offered the option to have the report emailed to you.

A pop-up with a loading screen and a button to Send by Email.

If you select that option, the report is queued. Without report queuing, high volumes of scheduled custom reports can time out during processing. With report queuing, scheduled reports enter a queue and run successively. This helps reports run more smoothly at high volume times, like at the end of a month or quarter.

Customer Request UI Change Availability GA
On deploy

Studio

Warning to Prevent Overwriting When Saving a Script

Previously, when you saved a script, Studio did not check to see if another script with the same name already existed. This could result in the new script overwriting an existing one. In this release, Studio checks and warns you if a script with the same name already exists. You have the option to overwrite the script or cancel the save.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

Support for Relative and Absolute Path Linking in Actions

Support for using relative paths when linking to files has been added to the SPAWN, RUNSCRIPT, and RESKILL actions. Support for absolute paths has been added to the EMAIL and CONCATWAV actions.

Web or Desktop Studio

Both

 Customer Request UI Change Availability GA
On deploy

Trace Output to Appear in a Single Window

Previously, when you started multiple traces at the same time, they all opened in different windows. In this release, the traces open in separate tabs of a single window. This makes it more convenient to work with more than one trace at a time.

This feature will be available later in the release cycle.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

Updates to Variable Watchlists

Watchlists are lists of variables you want to track when running a script trace. You can now download watchlists as JSON files and then upload them to another script. You can also be create a default watchlist that applies to all scripts you run traces on. These changes make working with watchlists more convenient.

This feature will be available later in the release cycle.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability CR
On toggle

Create Prompts from Prompts Page

Previously, to create a new prompt you had to open the sequence editor using an action such as PLAY. In this release, you can create a prompt by clicking a button on the Prompts page.

This feature will be available later in the release cycle.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

Search for Prompts or Grammar Files

A search bar has been added to the Prompts and Grammars pages. This allows you to search for files by name on either page.

To search, go to Studio > Prompts or Grammars and enter a search term in the search bar.

Screenshot of the Prompts page with a search bar.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

Updates to Action Appearance

The shape of API and flow control actions has been changed. Previously, both types of actions were rectangles with rounded corners. In this release, API actions are larger rectangles that display API-specific details. Flow control actions are a pill shape. This includes WAIT, STOP, LOOP, IF, FOR, and CASE.

These changes make it easier to read scripts by making it easier to identify API actions at a glance.

Screenshot of the new action shapes for flow control and API actions.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

Action Editor Improvements Made to More Actions

Improvements have been made to how actions appear on the script canvas and to action editors. In previous releases, improvements were made to action editors, such as containing the editor in the canvas window with the option to pop it out. In this release, these improvements have been added to more actions.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

SDLC Script  Management Generally Available

The ability to manage the script development lifecycle within Studio is now generally available. This allows you to create a structure of development workflow stages that correspond to your organization's processes, such as development, testing, and production. Each stage is associated with a folder, where scripts in that stage are stored.

Studio users will be able to promote scripts from one level to the next and to copy scripts from higher levels down to lower ones. You will be able to assign permissions to Studio users to control which levels each user can promote to.

If you used the script management option while it was in controlled release, the following feature is new in this release: You can copy scripts from one folder to another in bulk.

To set up SDLC workflows, go to Studio > Development Workflows.

Screenshot of the Development Workflows page.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On toggle

Support for Divisions

Studio supports divisions for script development workflow management. You can create separate development workflows for each division. Studio users can only access scripts within the division they're assigned to, and then only the scripts in the folders they have permissions to view.

In this release, divisions are only available for new customers. For more details about divisions, select the Global Changes filter on the top right.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability CR
On toggle

New Studio Action: START VOICE BIO AUDIO

A new Studio action called START VOICEBIO AUDIO is available for use with voice biometric authentication for IVRClosed Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. or virtual agentsClosed A software application that handles customer interactions in place of a live human agent.. The new action allows you to stream audio from the beginning of the call to use for authenticating or enrolling the contact.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability CR
On deploy

Regional Availability

Studio is available in the US East (NA3) region.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability CR
On deploy

Supervisor

Give Award

A new Give Award action empowers you to instantly recognize and reward agents for outstanding performance during live calls. You can reward agents directly from the Live Monitoring Agent grid or the Monitoring screen, providing immediate positive feedback. The Give Award action is logged in the Activity Audit log for tracking purposes, and agents receive real-time notifications when awards are granted.

Customer Request UI Change Availability GA
On toggle

Accessibility Enhancements

As part of our continued efforts to improve Supervisor accessibility, we introduced additional enhancements that further align with WCAG 2.2 standards.

These enhancements include:

  • Improved compatibility with screen readers such as JAWS and Dragon

  • Smoother keyboard navigation with a more logical focus order

  • Clearer and more descriptive labels and buttons

  • Broader support for keyboard-only actions, such as filtering

Customer Request UI Change Availability GA
On toggle

Customizable Live Monitoring Grid

You can customize your Live Monitoring grid for a more personalized and efficient way to view your data.

These customizations include:

  • Reordering columns via drag-and-drop (note some columns have a fixed position)

  • Resizing column widths (note some columns have a minimum width applied)

Your grid layout preferences are saved and reinstated automatically.

Customer Request UI Change Availability GA
On toggle

Auto Score Dashboard

A new addition to Supervisor One‑Stop Shop, Auto Score Dashboard for Quality Management, is now available..

It brings all your team scorecards together in one place, giving you a clear view of behaviors, insights, and trends of your agents.

You can drill down instantly from teams to agents and individual interactions with one click.

Each score includes transcript excerpts and GenAI reasoning, giving you full context behind every result.

Customer Request UI Change Availability GA
On toggle

Enhancements to Export Capability in Activity Log Panel

The new Export to PDF option replaces the existing Print feature in the Activity Log panel. With this update, you can export all available records in a single PDF file, removing the previous limitation of exporting only two hundred logs at a time..

This update applies to customers who are not yet using the Unified Working States Model..

Customer Request UI Change Availability GA
On toggle

Topic AI

AI Studio Application Restructure & Topic AI Enhancements

To streamline and enhance your experience, following new updates are introduced to the AI Studio application in the upcoming release:

  • AI Studio has moved out of the Admin section and is now available as a standalone application, making it easier to find, access, and manage.

  • Topic AI Editor is renamed to Topic AI and now appears first in the AI Studio application list, improving visibility and discoverability.

  • A new Launch Topic AI privilege is added under AI Studio, enabling more granular access control for administrators.

  • Topic AI now fully supports impersonation scenarios, allowing admins and support teams to perform actions on behalf of other users while maintaining secure and seamless workflows.

These updates deliver a more intuitive, secure, and flexible experience for managing AI-driven topics and analytics.

Customer Request UI Change Availability GA
On toggleOn toggle

Topic AI Collection Size Limit Increased to 40,000 Interactions

Topic AI now supports creating collections with up to 40,000 interactions, up from the previous limit of 10,000.

This enhancement enables users to:

  • Train stronger, better-performing models with more representative data, improving accuracy.

  • More easily support advanced analytics and AI projects by working with larger, richer interaction sets in a single collection.

Customer Request UI Change Availability GA
On toggle

Intent Category(L1) and Action Category (L1) Management

Users can now create, rename, restore and remove top-level intent and action categories, enabling more tailored model tuning.

This enhancement:

  • Gives customers outside the currently supported verticals the flexibility to define new categories that match their business needs.

  • Helps teams better tailor Topic AI models to their specific domains and use cases, improving overall model relevance and performance.

     

Customer Request UI Change Availability GA
On toggle

New Out-of-the-Box “Utilities” Vertical Model

A new ready-to-use Utilities model is available to support organizations in this sector.

Customer Request UI Change Availability GA
On toggle

Transcription

CXone Mpower Transcription

Post-Call Transcription

Transcription has a post-call transcription mode that provided a complete transcript at the end of the interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. In this release, post-call transcription has been upgraded to use Transcription v11. The upgrade increases the accuracy of transcription and expands the list of supported languages.

Customer Request UI Change Availability CR
On toggle

Word-and Utterance-Level Confidence Scores

Transcription now provides confidence scores at the word and utteranceClosed What a contact says or types. level. Confidence scores indicate how certain the transcription engine is in its accuracy. The scores are included in the transcription metadata but only surface if the application that uses Transcription is configured to do so. Confidence scores are available for real-time and post-call transcription.

Customer Request UI Change Availability GA
On deploy

Interim Results Option Removed

The Interim Results option has been removed from the Transcription profile Configuration page in Transcription Hub because it is no longer supported.

Customer Request UI Change Availability GA
On deploy

Regional Availability

Transcription will be available in the US East (NA3) region and in Australia sovereign cloud configurations later in the 26.1 release cycle.

Customer Request UI Change Availability GA
On deploy

Voice

Fabric Connect for Voice Calls

Fabric Connect lets you use the Equinix Fabric for voice traffic. This lets you route voice calls over a secure, global, high-performance network instead of the public internet. The Fabric provides high reliability, lower latency, and advanced security. Additionally, it’s an affordable option and quick to set up, even for enterprise organizations. You need to set up a connection with the Equinix Fabric. After doing so, you can choose bandwidth options between 50 Mbps - 10 Gbps. To improve the performance of your voice calls with Fabric Connect, reach out to your Account Representative.

Customer Request UI Change Availability GA
On toggle

Voice Biometrics

Stream Audio for Voice Biometric Authentication

Previously, audio for voice biometric authentication with an IVRClosed Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. or virtual agentClosed A software application that handles customer interactions in place of a live human agent. was captured and sent to the authentication provider. In this release, you can use a new Studio action called START VOICEBIO AUDIO to stream audio. This action allows you to use the streaming audio to authenticate the caller.

To see the new action, open Studio, create a voice script, and add the action from the Actions panel.

Customer Request UI Change Availability CR
On deploy

Omilia Voice Biometrics (DEVone) in Agent

The Omilia Voice Biometrics (DEVone) user interface for agents has been moved to the CXone Mpower Agent custom workspace. This makes it more convenient for agents to use voice biometric authentication with their contactsClosed The person interacting with an agent, IVR, or bot in your contact center..

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

To configure this option, go to Connection Hub (formerly Automation and AI) > Agent Assist Hub and click an Omilia Voice Biometrics (DEVone) profile, then select Open in Embedded Mode.

Customer Request UI Change Availability CR
On deploy

Workforce Management

Cognitive Load in WFM Scheduling for Concurrent Chats

The Forecast, Schedule Manager, and Intraday views incorporate cognitive load for agents handling concurrent chats for the Premium WFM License. This update makes staffing simulations and requirements more realistic, enhancing your planning to meet SLA (Service Level Agreement) and ASA (Average Speed of Answer) in multi-contact chat environments.

Currently, simulations assume that agents can handle concurrent chats purely numerically, without reflecting the mental effort and performance impact of juggling multiple conversations. This can lead to overly optimistic SLA and ASA predictions and staffing plans that don’t fully match real-life agent capacity.

In this release, the scheduling engine will factor cognitive load into how concurrent chats are modeled. Cognitive Load uses a machine learning model on historical chat contact duration times in your tenant. The machine learning model consumes the duration contact time for Chat when Chat concurrency values are used, the machine learning model will adjust contact end times and capacity based on the number of chats an agent is handling, resulting in more accurate SLA and ASA predictions when chat concurrency is in use.

Learn more about Cognitive Load in WFM Scheduling.

Customer Request UI Change Availability GA
On toggle

Visual Separator Between Days in the Schedule Manager

The Schedule Manager page includes a visual separator to help you distinguish between days when scrolling across midnight. This update enhances navigation and reduces the risk of editing or scheduling on the incorrect date.

Currently, the grid displays multiple days as a continuous timeline without clear separation. This can affect user experience while navigating.

In this release, you see a clear separation and shading between days in the schedule view. These visual cues improve readability and help you quickly identify the current target date while navigating the schedule.

Customer Request UI Change Availability GA
On toggle

Adjust Forecasts Post-Scheduling

The Adjust Forecast Flow upon saving allows you to update the forecast even after schedules are generated. Once saved, your changes are automatically reflected across Schedule Manager, Intraday, and Staffing Metrics, with no additional steps required.

Currently, updating forecasts after scheduling requires manual actions to sync changes across the system.

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

Learn more about Adjust Forecast Flow Through.

Customer Request UI Change Availability GA
On toggle

Active Forecast Display

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

Currently, there’s no direct visibility into the forecast used to generate a given schedule. This makes it hard to understand what data is influencing performance on the Intraday and Schedule Manager pages.

In this release, you gain clarity and traceability through visual indicators for the active forecast job used for each schedule.

This supports better decision-making, reduces errors, and improves operational efficiency by ensuring you know exactly which forecast is driving system behavior.

Learn more about Active Forecast Display.

Customer Request UI Change Availability GA
On toggle

Daily AHT Visibility in Intraday Manager

The Intraday Manager screen includes a Daily AHT value alongside the existing TTI AHT displayed only for CXone ACD with TTI enabled. This update provides real-time visibility into daily Average Handle Time (AHT), helping you make faster, data-driven decisions to optimize contact center performance.

Currently, Intraday Manager only displays TTI AHT, limiting visibility into the contact center's performance throughout the day. Managers need both views to assess trends and take timely action.

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

Learn more about Daily AHT in the AHT Widget.

Customer Request UI Change Availability GA
On toggle

Consistent Full Day Time Off Deduction

This feature is available with the Basic license.

The My Zone and Schedule Manager page handle full-day time-off requests using a consistent deduction logic. This provides a standard, accurate method for deducting full-day time off, regardless of whether the request is submitted by an agent or a manager.

Currently, full-day time off is deducted differently depending on who submits the request. Manager-submitted requests can be treated as a full 24-hour day, while agent-submitted requests may use the shift length and activity code configuration. This inconsistency can lead to confusion and inaccurate time-off balances.

In this release, full-day time-off requests follow the same deduction logic for both agents and managers. The system applies a clear, standardized rule so that full-day time off is calculated consistently. This improves accuracy, reduces the need for manual corrections, and enables you to better manage time-off balances.

Learn more about Full Day Time Off Deduction.

Customer Request UI Change Availability GA
On toggle

Agent Schedule Requests – Behavior Enhancement when in Pending Status

This feature is available with the Basic license.

Agent schedule requests remain in Pending status even when the schedule is modified before the request is approved. This update helps reduce unnecessary discarded requests and rework for agents.

Currently, if an agent submits a schedule request and the schedule is updated before the request is approved, the request moves from Pending to Discarded status. This behavior causes valid requests to be lost, forcing agents to resubmit, which creates extra work and a bad user experience.

In this release, if a manager modifies the schedule and the request remains valid (for example, adding, removing, or editing an in-office activity), it can be approved without requiring a new request. Any request that becomes invalid after the modification is discarded.

This improves consistency, reduces rework, and helps you manage agent schedule changes more efficiently.

Learn more about Agent Schedule Requests.

Customer Request UI Change Availability GA
On toggle

Improved Filter Dropdown Readability in Schedule Manager

The Schedule Manager filter dropdown has been updated to make filtering easier to read and select. You can see more details about each filter value, such as Scheduling Units and Activity Codes, directly on the list.

Currently, when using the filters in Schedule Manager, the names of Scheduling Units and Skills may be truncated based on the character count, requiring hovering over the text to see the full name.

In this release, the Schedule Manager filter dropdown now displays more text for Scheduling Units and Skills dropdown, making it easier to identify and select the correct filter options without needing to hover. This improvement speeds up filtering and reduces confusion when multiple attributes have similar names, helping planners work more efficiently in Schedule Manager.

Customer Request UI Change Availability GA
On toggle

Auto-Approval of In-Office Activities

This feature is only available with the WFM Advanced license.

The My Zone experience supports auto-approval rules for In-Office activities, including breaks, lunches, meetings, training, and other on-site events. This update expedites responses to everyday schedule changes, enhances the agent experience, and reduces the manual approval workload for managers. Activities associated with Extra Hours and Out of Office are not eligible to be approved by this rule.

Currently, in-office activity changes (add, edit, or remove) require manual approval from managers, even when they do not negatively impact staffing. This creates extra administrative work and delays feedback to agents, especially in large teams where these requests are frequent.

In this release, you configure approval rules that automatically approve in-office activities when rule conditions are met, including net staffing thresholds and other criteria. Requests submitted from My Zone that meet these criteria are automatically approved, with schedules updated and notifications sent to agents and managers.

This helps you handle high volumes of in-office schedule changes more efficiently while ensuring staffing needs are still met.

Learn more about Auto Approval In Office Activities.

Customer Request UI Change Availability GA
On toggle

Configure Value for Day-Based Time-Off Calculations

This feature is available with the Basic license.

The Time-Off Planning Rules configuration provides more flexibility in calculating and deducting time off. This update introduces options to standardize day length for time-off planning, giving managers greater control over how absences affect balances.

Currently, the system validates agent time off against their balance using the maximum daily rule. Because agents can have multiple daily rules and different shift lengths, the system picks the maximum shift value when determining a full-day time off.

In this release, you choose how to define the length of a full day's time off, either by using the Maximum Daily Rule or by specifying a defined FTE (Full-Time Equivalent) value. Additionally, the selected option is used to calculate the agent's time-off balance.

This helps you standardize time-off calculations and make time-off planning more flexible and independent from scheduling rules.

Learn more about Day Based Time Off Planning.

Customer Request UI Change Availability GA
On toggle

Removing EM Module and Permissions for CXone Mpower Users

This feature is available with the Basic license.

The CXone WFM experience no longer displays the EM module link or related permissions for CXone Mpower users. Features such as Trades, Time Off, Shift Bidding, and Self-Service are now fully managed within WFM configuration, making the EM module unnecessary for these workflows. Removing access to the EM module eliminates outdated configuration paths and reduces confusion.

Currently, the EM module remained visible to CXone Mpower users even though it no longer served an active purpose, which could lead users to outdated or irrelevant settings.

In this release, the EM module continues to support IEX Integrated customers until its end-of-support date in 2026, after which it is fully removed from the CXone WFM experience.

Customer Request UI Change Availability GA
On toggle

Enhanced Time Off Rules Supporting Multiple Activities

This feature is available with the Basic license.

The time-off rules configuration supports multiple activities within a single rule. This update streamlines rule creation and centralizes configuration in one intuitive workspace, making time-off management simpler, faster, and more efficient.

Currently, time-off rules are limited to one scheduling unit and one activity code, which restricts flexibility and increases administrative overhead. This limitation makes it harder to align policies with organizational, regional, or legal requirements.

In this release, you define a time-off rule for a specific time-off period and assign it to one scheduling unit. Each rule can include one or more activities. All configurations are visible, simplifying time-off administration.

This enhancement reduces setup time and provides you with greater control over time-off policies, while maintaining data integrity and visibility.

Customer Request UI Change Availability GA
On toggle

Agent Filter in Simplified Time Off Summary View

This feature is available with the Basic license.

The Simplified Time Off Summary view includes an agent filter, allowing you to quickly find time-off information for specific agents. This update reduces scrolling and makes it faster to locate the details you need across all pages.

Currently, the search field on this page only searches within the current page. When you need to review time off for a particular agent, you may have to browse through multiple pages or scroll extensively, which slows down reviews and makes it harder to respond quickly to queries about individual agents.

In this release, the page adds an agent filter and updates the existing search behavior to work with that filter, returning accurate results across all pages. The agent search displays results that match the selected agent, providing a direct way to navigate the relevant records.

This streamlines how you navigate large agent lists, saves time when managing time off, and makes it easier to answer agent- or supervisor-specific questions.

Learn more about Agent Filter in Time Off Summary View.

Customer Request UI Change Availability GA
On toggle

Exclude Future Schedules of Deactivated Agents from Adherence Reports

The Adherence BI Report and RTA Export exclude adherence calculations for agents after they are deactivated. This improves reporting accuracy by ensuring that only schedules from the agent’s active period remain in the report. Any planned schedules for future dates (starting from the date of deactivation) are removed.

Currently, when agents are deactivated, their future schedules (if already published) continue to appear in the Adherence Report as Out of Adherence because no activity occurs against the planned schedule. This behavior impacts adherence statistics and reporting accuracy.

In this release, adherence is only calculated for the period when an agent is active. From the agent’s deactivation time forward, adherence continues to be reported for the period when they were active, but does not include any future dates. Future schedules for deactivated agents are automatically removed from the report, starting from the end of the last assigned activity or shift on the day of deactivation.

If an agent is deactivated and then reactivated before midnight UTC, the WFM Manager needs to recreate and republish the agent’s schedules.

These changes keep adherence data aligned with the actual active workforce and reduce the need for manual schedule maintenance.

Customer Request UI Change Availability GA
On toggle

Activity Comments on Schedule Manager Export

The Schedule Manager export includes activity comments in the CSV file. This update surfaces additional context about scheduled activities directly in exported schedules, improving clarity for anyone reviewing or analyzing them outside the application.

Currently, when you export schedules from Schedule Manager, comments added to individual activities are not included in the exported CSV file. This limits visibility into the purpose or details of each scheduled activity outside the application.

In this release, a new Activity Comments field is added to the Schedule Manager CSV export. Comments entered within scheduled activities are included for both the SU Schedule and Agent Schedule export options.

This provides clearer visibility into the intent and details of scheduled activities, enhances collaboration among teams reviewing exports, and improves the accuracy and transparency of schedule reporting and analysis.

Customer Request UI Change Availability GA
On toggle

Release Adjustments

The Release Adjustments section describes the changes, removals, and additions made in the feature descriptions since the initial coming soon announcement for the 26.1 release.

Changed Features

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

New Applications

Conversations

This feature will be available later in the release cycle.

Real-Time Routing Rules

This product will be available later in the release cycle.

Unified ServiceNow Agent

This product will be available later in the release cycle. Also, it was previously announced that Unified ServiceNow Agent would only support voice channels. It will support ServiceNow digital channels as well.

Actions

Publishing Deterministic Workflow to Omilia

It was previously announced that deterministic workflows created in Automation Opportunity could be published to Omilia and Cognigy AI. This capability now applies only to Cognigy AI.

Reposition ' Actions' from CX Management to Data and Analytics

This change is communicated separately in the Global Changes section of the release notes. In this release, you will find the Actions application under the Data and Analytics section in the left menu. The CX Management section is removed entirely from the navigation.

ACD

Configure After-Call Work Time at the Agent Level

It was previously announced that agents could set the amount of extra time they need. However, extra time can only be configured by the administrator.

Admin

Assign ACD Skills and Divisions via Employee Templates

It was previously announced that you would be able to assign divisions via employee templates. However, divisions cannot be assigned to employee profiles. They are inherited from the team the employee is assigned to.

Copilot for Agents

Audit History Support in Elements

It was previously announced that Audit History would be available to track all changes and allow you to run reports for Elements across specific date ranges. This feature will not be part of 26.1.

Agent

Conversations

This feature will be available later in the release cycle.

Support for Divisions

It was previously announced that this feature would apply to SMS and WhatsApp. It will apply to email as well.

Accessibility Improvements

The following accessibility enhancements were not announced previously but will be part of the 26.1 release:

  • More detailed icon alt text

  • Improved field labels

  • Improved focus outlines for keyboard navigation

  • Reduced focus points in Contact History icon, a clock with an arrow pointing backwards. for easier keyboard navigation

  • Move Up Icon of a black up arrow in a box with a light grey border. and Move Down Icon of a black down arrow in a box with a light grey border. arrows for reordering the apps under More icon, three dots in a row. in the left menu

The following accessibility enhancement was announced previously but will not be part of the 26.1 release:

  • Error prevention measures for forms, including input validation and contextual error messages

Voice Authentication in Custom Workspace

This feature will only apply to voice authentication configurations using Omilia Voice Biometrics (DEVone).

New Removed from Change Status Drop-Down

This feature was previously named New Removed from Status Drop-Down. However, the New status will be removed from the Change Status drop-down on the Interactions tab in Search icon, a magnifying glass.. Agents will still be able to select New in the Status drop-down under Filters.

Agent Embedded

Conversations

This feature will be available later in the release cycle.

Support for Divisions

It was previously announced that this feature would apply to SMS and WhatsApp channels. It will apply to email as well.

Accessibility Improvements

The following accessibility enhancements were not announced previously but will be part of the 26.1 release:

  • More detailed icon alt text

  • Improved field labels

  • Improved focus outlines for keyboard navigation

  • Reduced focus points in Contact History icon, a clock with an arrow pointing backwards. for easier keyboard navigation

  • Move Up Icon of a black up arrow in a box with a light grey border. and Move Down Icon of a black down arrow in a box with a light grey border. arrows for reordering the apps under More icon, three dots in a row. in the top menu

The following accessibility enhancement was announced previously but will not be part of the 26.1 release:

  • Error prevention measures for forms, including input validation and contextual error messages

Voice Authentication in Custom Workspace

This feature will only apply to voice authentication configurations using Omilia Voice Biometrics (DEVone).

New Removed from Change Status Drop-Down

This feature was previously named New Removed from Status Drop-Down. However, the New status will be removed from the Change Status drop-down on the Interactions tab in Search icon, a magnifying glass.. Agents will still be able to select New in the Status drop-down under Filters.

Agent for Microsoft Teams

Conversations

This feature will be available later in the release cycle.

Support for Divisions

It was previously announced that this feature would apply to SMS and WhatsApp channels. It will apply to email as well.

Accessibility Improvements

The following accessibility enhancements were not announced previously but will be part of the 26.1 release:

  • More detailed icon alt text

  • Improved field labels

  • Improved focus outlines for keyboard navigation

  • Reduced focus points in Contact History icon, a clock with an arrow pointing backwards. for easier keyboard navigation

  • Move Up Icon of a black up arrow in a box with a light grey border. and Move Down Icon of a black down arrow in a box with a light grey border. arrows for reordering the apps under More icon, three dots in a row. in the left menu

The following accessibility enhancement was announced previously but will not be part of the 26.1 release:

  • Error prevention measures for forms, including input validation and contextual error messages

Voice Authentication in Custom Workspace

This feature will only apply to voice authentication configurations using Omilia Voice Biometrics (DEVone).

New Removed from Change Status Drop-Down

This feature was previously named New Removed from Status Drop-Down. However, the New status will be removed from the Change Status drop-down on the Interactions tab in Search icon, a magnifying glass.. Agents will still be able to select New in the Status drop-down under Filters.

Agent Integrated

Conversations

This feature will be available later in the release cycle.

Support for Divisions

It was previously announced that this feature would apply to SMS and WhatsApp channels. It will apply to email as well.

Accessibility Improvements

The following accessibility enhancements were not announced previously but will be part of the 26.1 release:

  • More detailed icon alt text

  • Improved field labels

  • Improved focus outlines for keyboard navigation

  • Reduced focus points in Contact History icon, a clock with an arrow pointing backwards. for easier keyboard navigation

  • Move Up Icon of a black up arrow in a box with a light grey border. and Move Down Icon of a black down arrow in a box with a light grey border. arrows for reordering the apps under More icon, three dots in a row. in the top menu

The following accessibility enhancement was announced previously but will not be part of the 26.1 release:

  • Error prevention measures for forms, including input validation and contextual error messages

Voice Authentication in Custom Workspace

This feature will only apply to voice authentication configurations using Omilia Voice Biometrics (DEVone).

New Removed from Change Status Drop-Down

This feature was previously named New Removed from Status Drop-Down. However, the New status will be removed from the Change Status drop-down on the Interactions tab in Search icon, a magnifying glass.. Agents will still be able to select New in the Status drop-down under Filters.

Digital Experience

Microsoft Graph API Support for Custom SMTPs

This feature was previously announced as available for both inbound and outbound email. However, only outbound email will be supported in this release.

Dashboard

Migration of New Reports

This feature was previously announced as providing access to 12 additional prebuilt reports. This description has been updated to indicate that eight reports will be available initially, and the remaining four will be delivered as Hot Fixes during the 26.1 release cycle.

Accessibility and UI Enhancements

This feature was previously called Accessibility Improvements. It now includes details about additional UI refinements that will improve visual consistency without affecting functionality.

Feedback Management

All Features

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

Interactions Hub - Data Policies

Skills-Based Policy Criteria

It was previously announced in the Coming Soon notes for the 26.1 release that the Skills‑Based Policy Criteria feature would be available as a controlled release (CR). This has been updated to reflect that the feature will be generally available (GA) on toggle.

Observability Dashboard

Removed Transcript Overview Dashboard in Observability Dashboard

The Transcript Overview dashboard, originally planned for the 26.1 release, has been deferred and will not be included in 26.1 at this time. This dashboard will be available under the Copilot tab of Observability Dashboardand will allow you to view full call transcripts with customer and agent utterances, generative suggestions, task suggestions, rules, and associated timestamps.

Studio

Updates to Variable Watchlists

It was previously announced that the updates to variable watchlists would be available on toggle with the 26.1 release. It will now be available on toggle later in the release cycle.

Create Prompts from Prompts Page

It was previously announced that this feature would be available in the 26.1 release. It will not be available later in the release cycle.

Voice Biometrics

CXone MpowerVoice Biometrics in Agent

It was previously announced that CXone Mpower Voice Biometrics would be available in the CXone Mpower Agent custom workspace. Instead, it is Omilia Voice Biometrics (DEVone) that is available in this location.

Features Removed from This Release

This section describes product changes that were included in the initial coming soon announcement and have since been removed from this release. These will not be part of the 26.1 release but may be part of a future release.

New Applications

Unified ServiceNow Agent

A new agent application called Unified ServiceNow Agent will be available. It will embed CXone Mpower voice interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. capabilities inside the ServiceNow interface. Unified ServiceNow Agent will:

  • Automatically create ServiceNow records for every interaction.

  • Support omnichannel presence sync between CXone Mpower ACD states and ServiceNow states.

  • Allow you to map CXone Mpower channels to ServiceNow channels.

  • Support ServiceNow digital channels.

  • Provide Copilot for Agents and real-time transcription.

This product will be available later in the release cycle.

Admin

Tabs Added to Account Settings Page

In this release, the settings on the Account Settings page will be reorganized into a series of tabs. This will organize the settings, making it easier to find what you’re looking for.

Agent

Improvements to the Voice Interaction Experience > Transfer to Voicemail

Agents will be able to transfer calls to offline agents' voicemails. For more details, select the Attendant filter on the top right.

Agent Embedded

Improvements to the Voice Interaction Experience > Transfer to Voicemail

Agents will be able to transfer calls to offline agents' voicemails. For more details, select the Attendant filter on the top right.

Agent for Microsoft Teams

Improvements to the Voice Interaction Experience > Transfer to Voicemail

Agents will be able to transfer calls to offline agents' voicemails. For more details, select the Attendant filter on the top right.

Agent Integrated

Improvements to the Voice Interaction Experience > Transfer to Voicemail

Agents will be able to transfer calls to offline agents' voicemails. For more details, select the Attendant filter on the top right.

Attendant

Transfer to Offline Agent Voicemail

Currently, agents are unable to transfer calls to another agent’s voicemail if that agent is logged out. This limitation creates a gap in service, because callers cannot leave messages for unavailable agents. In this release, agents will be able to transfer calls directly to the voicemail of offline agents. This will help ensure important messages are delivered even when real-time handoff is not possible, improving the caller experience. You will be able to enable or disable this feature at the agent level.

This feature will only be only available with Attendant Plus.

Business Continuity Plan

User Access and Login Page Updates

Previously, all user accounts synced to the BCP tenant. This meant that when BCP was enabled, all users could access the BCP tenant. It also meant that administrators could not log in to the BCP tenant unless BCP was enabled, or if they had a unique account on the BCP tenant.

In this release, you can specify which user accounts you want to sync to the BCP tenant and the type of access that each user has:

  • No Access: The user account does not sync and does not have access to the BCP tenant.

  • Single Access: The user account syncs to the BCP tenant and can only access whichever tenant is active. So, they can only log in to the BCP tenant when you've switched to the BCP tenant and it's active.

  • Multiple Access: The user account syncs to the BCP tenant and can choose which tenant to log in to. This type of access should be given to administrators, who you want to be able to log in to the BCP tenant at any time. These users have an updated login page. When logging in, a selector lets them choose between the primary and BCP tenant. This selector also shows which tenant is currently active.

Access is given to each individual employee. You can do so in the employee bulk upload template, or a new BCP tab in employee profiles.

If you already have BCP enabled and set up, all of your employees automatically have no access by default. This means you need to give access to your desired users after this update becomes available in your tenant.

Dashboard

Report Subscription and Scheduling

You will be able to subscribe to reports and set delivery schedules. You can choose how often reports are sent, pick delivery times, and add subscribers. You will also be able to edit or delete subscriptions for full control.

Performance Management (Native)

User Interface Design Updates

The Metrics, Objectives, Data Management, and Gamification pages will be redesigned. The interface will be simplified, and you will notice consistent design elements throughout the app. The updated look and feel will make PM (Native) easier to use and improve the user experience.

Quality Management

Edit Draft Evaluations

You will soon be able to view and edit evaluations in draft before they are submitted. This will help you validate scoring and ensure accuracy without waiting for completion. Your ability to view, edit or delete drafts depends on your permissions. If you have Edit access, you can edit draft evaluations. If you have Delete access, you can remove draft evaluations.

This feature was part of the 26.1 release.

Auto-Save for Evaluations

Evaluations in Quality Management will become easier and more efficient with the new Auto-Save feature. No more manual saving or reopening drafts. Auto-Save will automatically save your evaluation progress every 60 seconds while you work helping prevent data loss and saving time, and the status remains as New only. This enhancement improves efficiency and prevents data loss during evaluation activities. Auto-Save will store your progress but will not make it visible to others until you submit the evaluation.

This feature was part of the 26.1 release.

Recording

Media Retrieval

Users will be able to retrieve recoded media from long-term storage directly from the Interactions and Migrated Calls' Search grids. Retrieval is available to users assigned the Admin/Long-term file Retrieval permission

Reporting

Digital Experience Data in Contact History Report

The Contact History report will include digitalClosed Any channel, contact, or skill associated with Digital Experience. interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. data. This will provide a complete look at all the interactions in your contact center. You will be able to select Digital in the Media Type filter. The report will then display contact details, transcripts, recordings, and other data for digital interactions.

This feature was part of the 25.4 release.

Supervisor

Multiple Routing Attributes Visibility

You will be able to view all routing attributes assigned to a given contact directly within the Contact Card, addressing the earlier restriction of showing only a single attribute per contact. This visibility of multiple routing attributes will be available only for Voice contacts to provide clearer insight into routing logic.

Feedback Management

New Feedback API

A new API will provide real-time access to survey feedback data. It will eliminate delays from batch processing and support integration with external systems. This will allow faster data retrieval and improve scalability. The new endpoints will be documented in the CXone Developer Portal. The existing API will remain available for backward compatibility.

Workforce Management

Enhanced WFM Reports in CXone Dashboard

The CXone Dashboard will display WFM reports with enhanced, visual dashboards. This update will give you more intuitive access to workforce insights and simplify the analysis of key WFM metrics in one place.

Currently, WFM reports are available under the Reporting application, using traditional tabular views and a separate navigation path. This can make it harder to quickly visualize trends, compare metrics, and keep WFM data aligned with other CXone dashboards.

In this release, WFM reports, including Adherence, Intraday Manager, and Time Utilization, will be available as prebuilt reports within the CXone Dashboard experience, utilizing the same underlying data but with enhanced visualizations and filtering options.

You’ll be able to view dashboards created through the Metrics option, displayed according to the user's selected time zone, alongside other CXone dashboards. This improves usability, visibility into agent time allocation and performance, and helps supervisors make better-informed scheduling and operational decisions.

Maintain Full-Day PTO Length When Regenerating Schedules

The Schedule Manager will preserve the full length of approved full-day PTO when you regenerate or update schedules. This update will keep time-off entries consistent with the original request and reduce the need for manual corrections after schedule changes.

Currently, when you regenerate or modify schedules, full-day PTO can be shortened or misaligned based on the new schedule layout. In some cases, PTO may be truncated at the edges of the shift or adjusted to match updated shift times, which can cause discrepancies between the approved request and what appears on the schedule.

In this release, full-day PTO will stay a full day even when schedules are regenerated or updated. The system will maintain the approved PTO duration unchanged, regardless of shift timing changes, ensuring the time-off block continues to reflect the original full-day absence that was initially approved.

This will enhance schedule accuracy, minimize manual adjustments after regeneration, and ensure that agents’ approved time off is consistently honored across schedule updates.

Features Added to This Release

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

API

APIs to Manage Divisions

Knowledge API

CRM Ticketing

Ticket Search Enhancements

Ticket Search Calibration Summary

Digital Experience

Update to Sentiment Resolution