25.1 Release Notes

This page shows the products and features currently planned for the 25.1 release cycle, which begins on 30 January 2025 and ends in late July 2025. 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 our 25.1 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 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

CXone Becomes CXone Mpower

As recently announced by NICE, the CXone platform is now known as CXone Mpower. The new naming focuses attention on how the automation and AI features native to the platform empower agents and organizations.

Overall functionality and organization of the platform and its applications has not changed. In this release, you will notice small updates to the CXone Mpower user interface related to this change, including a new logo and some slightly modified application names. The online help has also been updated to be consistent with the changing logo and product names.

Customer Request UI Change Availability GA
On deploy

Support for Sovereign Cloud in Australia, EU, and UK

During the 24.4 release cycle, the CXone Mpower platform became available as a sovereign cloud configuration in the Australia, EU, and UK regions. A sovereign configuration is an isolated instance of CXone Mpower with data flow constraints and additional compliance controls.

Customer Request UI Change Availability CR
On deploy

What's New in the Online Help

Online Help Machine Translation

Processes for translation of online help are updating with this release. Localized help will be available sooner than normal as the new content for the release is machine-translated. You can expect localized help to be available by the end of February. After it is available, if you have feedback to offer about the translation, please send it to CXoneDocRequest@NICE.com.

Revised Navigation Organization for Digital Experience

The Digital Experience online help has been reorganized to group related content and features more closely together. It also includes a new section called Digital Developer Resources that contains details for configuring customizations.

Removed Applications and Features

Delivery Mode Setting Removed from ACD Users and Teams

The Delivery Mode field has been removed. Instead, selecting a Total Contacts value of 1 enables a single-contact experience and a value greater than 1 enables an omnichannel experience.

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

Customer Request UI Change Availability GA
On deploy

Commands Removed from Points of Contact Digital Page

The Guide, Engagement Mapper, and Website Script commands on the Points of Contact Digital page will no longer be available. Those will instead be handled on a new Guide administration page.

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

Customer Request UI Change Availability GA
On toggle

Phasing Out Coaching Packages and Coaching Plans

The old Coaching Packages and Coaching Plans have been discontinued. However, you can access the coaching information from the Coaching Workflow report.

Customer Request UI Change Availability GA
On toggle

Litigation Hold Removed

Previously, if you were a member of the controlled release program, you could hold and release files for litigation or other purposes using Cloud Storage Services. In this release, the hold and release feature has been removed.

For more details, select the Cloud Storage Services filter on the top right.

Customer Request UI Change Availability CR
On deploy

New Applications

Message Center

A new application called Message Center lets you see details about product trial subscriptions, starting with AI Routing. When a new trial is available, you will see a red indicator on the notification bell icon in the top right corner of the CXone Mpower platform. You can then open Message Center, either from the notification or from the side navigation of the Admin application, to see more details and to sign up for the trial.

For this initial release, only NICE can send product trials to their customers. Partners cannot send trials to their customers.

Customer Request UI Change Availability CR
On toggle

Click-to-Call

Previously, Click-to-Call was in controlled release. In this release, it is generally available.

Click-to-Call lets you add a button to your website where visitors can reach one of your live contact center agents using their browser's softphoneClosed A software program for making telephone calls over the Internet using a computer instead of a telephone.. This can help you reduce or eliminate:

  • Extra steps to connect to a Sales or Support team.

  • Overhead costs, such as service number fees and mobile surcharges.

You can add the Click-to-Call button to your website without advanced coding knowledge. It only requires you to copy in a few lines of code. Click-to-Call is only available for website visitors using a desktop device.

Customers who have been using Click-to-Call in controlled release will notice new features. For more details, select the Voice filter on the top right.

Customer Request UI Change Availability GA
On deploy

Enhanced Strategic Planner

This product requires a Workforce Management Premium license.

The Enhanced Strategic Planner (ESP) application provides:

  • A what-if tool for long-term planning to give options and explain impacts for staffing and budgeting

  • Data to make informed long-term staffing decisions

  • Expected results, based on changes due to overstaffing or understaffing

The Enhanced Strategic Planner includes key features such as:

  • Ability to generate long-term forecast jobs in WFM, with a forecasting range from 1 to 5 years.

  • Streamlined strategic planning by importing forecast jobs from WFM.

  • Creating strategic plans encompassing factors like resource management, training needs, and more.

  • A new staffing profile in WFM allows input from customers, which ESP uses to develop long-term strategic plans.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Voice Biometrics Hub

Voice Biometrics Hub is a new hub application that lets you configure and manage connections to your voice biometrics provider. Voice biometrics is an authentication method that uses the contact'sClosed The person interacting with an agent, IVR, or bot in your contact center. unique voiceprint to confirm their identity when they call. In this release, Voice Biometrics Hub allows you to add voice biometric providers for use with IVRsClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. and virtual agentsClosed A software application that handles customer interactions in place of a live human agent..

Custom scripting is required to integrate voice biometrics for IVRs and virtual agents. There are four new Studio actions introduced in this release that are required to complete the necessary scripting. The new actions are called GET VOICEBIO RESULT, GET VOICEBIO STATUS, VOICEBIO AUTHENTICATION, and VOICEBIO ENROLLMENT. For more details, select the Studio filter on the top right.

Voice Biometrics Hub needs to be enabled in your business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment by your Account Representative.

Customer Request UI Change Availability CR
On deploy

Performance Management Next Generation

Previously, Performance Management Next Generation was in controlled release. In this release, it is generally available.

The Performance Management Next Generation (PM) solution features as a true native application to the CXone Mpower platform. This new and advanced solution offers an enhanced user interface.

The Performance Management Next Generation application is structured in two tiers: Basic and Advanced. Each tier builds upon the previous one offering additional features and capabilities.

Dashboard

Dashboard offers performance monitoring with core app integration, predefined metricsClosed Statistics you can measure to keep track of your contact center, and dashboardClosed Named view of one or more widgets. creation. It features out-of-the-box widgetsClosed Graphical representation of data that meets specified filter criteria. and 90-day historical data for quick setup.

PM Insights

The basic tier of PM extends dashboard features with enhanced capabilities. It offers complex dashboard creation, custom data integration via ETL, user-defined metrics, and advanced widgets. You can set performance goals with alerts, access 25 months of historical data, export reports, utilize specialized PM widgets, and display real-time data on wallboards.

PM Act

The advanced tier of PM builds upon the basic features, offering out-of-the-box dashboards and advanced functionalities. It introduces gamification elements to boost user engagement and provide coaching tools with specialized widgets to support employee development.

Customers who have been using Performance Management Next Generation in controlled release can see new features. For more details, select the Performance Management Next Generation filter on the top right.

Customer Request UI Change Availability GA
On toggle

CXone Mpower SmartSpeak Real-Time Translation

CXone Mpower SmartSpeak Real-Time Translation is an AI-powered, real-time interpreter for live phone calls. It translates dialog from the agent's language into the contact's language, and vice versa, with 95% accuracy. It doesn't require an extra application or even internet for agents and contacts to use it. Real-Time Translation currently supports 96 languages and dialects. It's scalable, so you can use it for as many or as few calls as you need.

To enable Real-Time Translation, you must contact your Account Representative.

Customer Request UI Change Availability GA
On toggle

ACD

Improvements to Agent Messaging Pages

The Agent Messaging pages have a new look and feel. The basic functionality of these pages hasn't changed. The benefits of the updates include:

  • Reduced loading time

  • Increased security

  • Updated and modernized page design

The URLs for these pages have also changed. Make sure the new URLs are on your allowlist:

  • /acd/#/communication/agent-messages

  • /acd/#/communication/agent-messages/create

  • /acd/#/communication/agent-messages/x

Customer Request UI Change Availability GA
On toggle

Configurable Ring Timeout in Skill Bulk Upload Form

The Maximum Ringing Duration field in the manual outbound voice ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge form lets you control the length of time in seconds that the phone rings before timing out. Previously, you could only adjust this setting in the user interface. In this release, you can set and change the Maximum Ringing Duration in the ACD skill bulk upload form. This lets you more efficiently configure the ring timeout for many skills at the same time.

Customer Request UI Change Availability GA
On toggle

Fallback Time Limit Increase

For digitalClosed Any channel, contact, or skill associated with Digital Experience. skills that route based on the preferred agent, the Fallback Time field specifies how many seconds the ACD should wait for the preferred agent to become available before routing 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. to another agent. Previously, the maximum value was 5256000 seconds, or about two months. In this release, the limit increased to 315360000 seconds, or about 10 years. This better enables you to force the ACD to only route to the preferred agent.

Customer Request UI Change Availability GA
On deploy

ACD Hours of Operation Profiles Support Digital Skills

You can assign digitalClosed Any channel, contact, or skill associated with Digital Experience. skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge to an ACD hours of operation profile. You still need to configure business hours separately for live chat channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. This update improves your ability to manage channels using the same method and location.

For more details, select the Digital Experience filter on the top right.

Customer Request UI Change Availability GA
On deploy

ACD Routing

Least Occupied and Most Occupied Routing Evaluation

When you configure an ACD skill, you will have two new options for how routing decisions are made. The two new options in the Routing Evaluation drop-down field are: 

  • Least Occupied: ContactsClosed The person interacting with an agent, IVR, or bot in your contact center. route to the agents who have the lowest number of active contacts and have not already met their total contact limit. This option helps to evenly distribute contacts among your agents.

  • Most Occupied: Contacts route to the agents who have the highest number of active contacts and have not already met their total contact limit. This option helps to maximize agent effectiveness.

These options give you more control over how routing decisions are made at the skill level.

Customer Request UI Change Availability GA
On deploy

Routing Attributes in COUNTAGENTS Studio Action

The CountAgents Studio action, which calculates the total number of agents in a particular state for a specific ACD skill, lets you include routing attributes that are applied to the agents as part of the criteria. This means that you can pull the number of available agents who are assigned to both a certain skill and a certain routing attribute.

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

Customer Request UI Change Availability GA
On deploy

Active Routing Attribute Limit Increase

Previously, you could have up to 100 active routing attributes. In this release, you can have up to 5,000 active routing attributes. This allows you to use routing attributes on a larger scale.

Customer Request UI Change Availability GA
On deploy

Delivery Mode Setting Removed from ACD Users and Teams

Previously, in a business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment enabled for dynamic delivery, you had to select either Omnichannel or Single Contact as the Delivery Mode for each team or user. When you selected Omnichannel, you could set a Total Contacts value of anything greater than 1. When you selected Single Contact, you were locked into a Total Contacts setting of 1.

In this release, the Delivery Mode field has been removed. Instead, selecting a Total Contacts value of 1 enables a single-contact experience and a value greater than 1 enables a multi-contact experience.

This change improves intuitiveness and ease of use when you're managing your contact settings at the team or user level.

Customer Request UI Change Availability GA
On deploy

Actions

Time Unit Display Customization

In this release, Actions features enhanced time metric displays. All time-related metrics like AHT, ACW, and Hold Time are displayed in the default MM: SS format. If you need to view these metrics in a different format, you can make a request using natural language. For example, you can ask, "Show me in seconds," "Show me in Hours," or "Show me in HH:MM:SS."

Customer Request UI Change Availability GA
On toggle

Disclaimer for AI-Generated Content

With this feature, you can see disclaimers next to AI-generated content. This will improve transparency about the limitations of AI and help you to make informed decisions. The disclaimer will be on by default, but you can easily turn it off if you prefer.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On toggle

Observability Dashboard for Autopilot Knowledge

You have access to a dashboardClosed Named view of one or more widgets. that can provide insights into the performance of your knowledge base queries. This new feature displays graphs showing how well your knowledge base answers user questions in real time. You can see scores for suggested responses and identify areas where your knowledge base needs improvement.

Customer Request UI Change Availability GA
On toggle

Admin

Tenant-Level SSO Login Time Limit Settings

Previously, if an SSO user didn't manually log out of the CXone Mpower system, they remained logged in for a week. In this release, you can customize the amount of time SSO users remain logged in before they must re-authenticate. Two new fields on the Account Settings page let you customize the experience: 

This allows you to control your users' single sign-on (SSO) states according to your security requirements.

Customer Request UI Change Availability GA
On toggle

Tenant Access Restriction Tool

A new page called Manage Approvals gives you granular control over who can access your tenant and when. When NICE Support or other services need access to your tenant, they send you a request. You can then approve or reject the request with the option to set an expiration date. This lets you lock down your system to only allow NICE employee access on an as-needed basis.

This tool will eventually replace the existing Impersonation tool in Tenant Management. However, both tools will continue to be available for a while.

Customer Request UI Change Availability GA
On deploy

Digital Engagement Attribute Available in Bulk Upload

The Digital Engagement attribute, which you can select from the Attributes field in an employee profile, is available in the bulk upload tool.

For more details, select the Digital Experience filter on the top right.

Customer Request UI Change Availability GA
On deploy

Delivery Mode Setting Removed from ACD Users and Teams

Previously, in a business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment enabled for dynamic delivery, you had to select either Omnichannel or Single Contact as the Delivery Mode for each team or user. When you selected Omnichannel, you could set a Total Contacts value of anything greater than 1. When you selected Single Contact, you were locked into a Total Contacts setting of 1.

In this release, the Delivery Mode field has been removed. Instead, selecting a Total Contacts value of 1 enables a single-contact experience and a value greater than 1 enables a multi-contact experience.

This change improves intuitiveness and ease of use when you're managing your contact settings at the team or user level.

Customer Request UI Change Availability GA
On deploy

User Inactivity Lock

Previously, employees remained active in CXone Mpower unless you manually deactivated them. In this release, employee accounts are automatically locked when they haven't logged in for a predetermined amount of time. This feature is not enabled by default. When a user is locked due to inactivity, their account is still active and will continue to be billed normally until the account is deactivated.

You can choose the number of days of inactivity that triggers the inactivity lock. You do this at the tenant or user level:

  • For the tenant setting, enable Lock Users and set the threshold for Inactive Days Before a User Can Be Locked on the Account Settings page.

  • For the employee setting, enable Lock Users and set the threshold for Inactive Days Before User Can Be Locked on the Security tab of the employee profile. Employee settings override tenant settings.

When you configure a new Inactive Days Before a User Can Be Locked threshold, the setting applies retroactively. For example, if you set it to 7 days, employee profiles that have been inactive for at least seven days are immediately locked.

Automatically locking inactive users leaves fewer windows of opportunity for attackers to breach your CXone Mpower system.

Watch for a notification about when this feature will be available for your system.

Customer Request UI Change Availability GA
On toggle

Ability to Unlock User Accounts

Previously, users could unlock their own accounts by clicking the Forgot your password? link on the CXone Mpower login page. You couldn't unlock user accounts for other users. In this release, you can unlock user accounts for them, whether their password was locked due to too many failed login attempts or their account was locked due to inactivity.

You can do this from the employee profile table or in a new Admin > Security > Locked Employees page. To unlock a user, you need to click the actions icon Icon: three dots stacked vertically in the user's row and select Unlock User. To unlock a password, you need to click the actions icon Icon: three dots stacked vertically in the user's row and select Unlock Password.

Watch for a notification about when this feature will be available for your system.

Customer Request UI Change Availability GA
On toggle

Agent

Enhancements to Social Platform Interactions

The following improvements have been made to the socialClosed Public social media interactions, such as on Facebook or X platform 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. experience:

Transfer to External Directory Contacts

You can transfer calls to external directory contacts, such as those in a Microsoft Teams or RingCentral directory. Transferring is only possible if the other party is available.

Customer Request UI Change Availability GA
On deploy

Agent Typing Indicator for Chat

Previously, typing indicators were made available to agents. These moving dots let agents know when contacts are actively typing. In this release, typing indicators display to contacts as well. They let contacts know when agents are actively typing. This helps keep contacts engaged. This is only available for chats.

Customer Request UI Change Availability GA
On deploy

Dial External Phone Numbers with Spaces

Previously, agents could not dial phone numbers with spaces in them, such as 123 456 7890. In this release, they can dial external phone numbers with spaces using Advanced Directory Sync.

Customer Request UI Change Availability GA
On deploy

Agent Issues

Agents can now report issues in Agent from inside the agent application. You can review those issues in agent issues in CXone Mpower. This feature has parity with the agent feedback functionality in MAX and Salesforce Agent.

Customer Request UI Change Availability GA
On deploy

Automatic Scroll to Latest Email

When agents open emails, Agent now automatically scrolls down to the most recent email in the thread. This saves agents time.

Customer Request UI Change Availability GA
On deploy

Enhancements to Contact History

Contact History icon, a clock with an arrow pointing backwards. now refreshes more often to display more recent calls, voicemails, and work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts.. Additionally, Contact History icon, a clock with an arrow pointing backwards. now respects the Hide Caller Phone Number permission.

Customer Request UI Change Availability GA
On deploy

PAGE Screen Pops Behavior Change

Previously, the PAGE Studio action respected the Panel Open in Browser setting in Agent. When PAGE screen pops appeared inside Agent and the agent placed a contact on hold or navigated around Agent, the screen pop was reloaded. In this release, screen pops created by PAGE always open in a new browser tab or window. This ensures that the information in PAGE screen pops are always visible to agents.

Customer Request UI Change Availability GA
On deploy

Clickable Links in Case Custom Fields

Case custom fields appear when you click View Details at the top of the Interaction Space in Agent. Previously, hyperlinks in case custom fields were not clickable. In this release, agents can click those links to open them.

Customer Request UI Change Availability GA
On deploy

Enhancements to the CRM Integration Experience

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

UI and UX Improvements

The following changes have been made to the Agent user interface:

Customer Request UI Change Availability GA
On deploy

Enhancements to WhatsApp Message Templates Experience

Previously, WhatsApp message templates only appeared to agents when they were sending the first message in an outbound WhatsApp interaction. In this release, WhatsApp message templates appear to agents for the duration of the WhatsApp interaction. Agents can select and send WhatsApp message templates at any time during the interaction.

Additionally, these enhancements have been made to the WhatsApp message template experience in Agent:

  • View Header Elements: You can add header elements to WhatsApp message templates in the WhatsApp Manager application. Previously, these elements appeared to contacts, but not agents. In this release, they now appear in Agent for agents to see. These include:

    • Images (JPEGs and PNGs)

    • Videos (MP4s)

    • Documents (PDFs)

    Locations are not supported. Also, Footer and Button elements of WhatsApp message templates do not display to agents, but are still delivered to contacts.

  • Tab Renamed: The Message Templates tab in Quick Responses icon: a lightning bolt. has been renamed to WhatsApp Message Templates for clarity.

Customer Request UI Change Availability GA
On deploy

Agent Assist Hub

Use Single WebSocket for Audio Streaming with Custom Agent Assist Endpoints

Previously, if you needed both the contactClosed The person interacting with an agent, IVR, or bot in your contact center.'s and the agent's audio, it required two WebSockets. In this release, Custom Agent Assist Endpoints now supports using a single WebSocket to stream both the contact and agent audio. Using one WebSocket is easier and less expensive for managing audio for your agent assistClosed A software application that provides context-specific help to the agent. application.

Customer Request UI Change Availability GA
On deploy

Next Best Action Suggestions for Salesforce Assist

You can now use the Salesforce Einstein Next Best Action workflow with the Salesforce Assist agent assist application in CXone Mpower. This provides Next Best Action suggestions to your agents in Agent for Service Cloud Voice. The suggestions update in real time so the agent always has relevant and contextually appropriate options to choose from. Next Best Action suggestions are based on sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis.

This feature requires:

  • Salesforce Assist
  • Agent Assist Hub
  • A Continuous Stream Transcription service
  • Google Real-Time Sentiment Analysis
  • Salesforce sentiment analysis package

Additionally, your agents must use Agent for Service Cloud Voice. You must assign a new permission to the roles of agents who will use this option.

Customer Request UI Change Availability CR
On deploy

Agent Embedded

Agent Embedded for Salesforce

Full Screen Pop Functionality

Previously, these kinds of screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. were made available for Agent for Salesforce:

In this release, you can now configure these kinds of screen pops to display to agents using Agent for Salesforce:

Additionally, you can now configure Visualforce screen pops by adding a payload to a SNIPPET Studio action instead of adding a POPURL action.

Customer Request UI Change Availability GA
On deploy

Agent Embedded for all CRMs

Enhancements to Social Platform Interactions

The following improvements have been made to the socialClosed Public social media interactions, such as on Facebook or X platform 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. experience:

Transfer to External Directory Contacts

You can transfer calls to external directory contacts, such as those in a Microsoft Teams or RingCentral directory. Transferring is only possible if the other party is available.

Customer Request UI Change Availability GA
On deploy

Agent Typing Indicator for Chat

Previously, typing indicators were made available to agents. These moving dots let agents know when contacts are actively typing. In this release, typing indicators display to contacts as well. They let contacts know when agents are actively typing. This helps keep contacts engaged. This is only available for chats.

Customer Request UI Change Availability GA
On deploy

Dial External Phone Numbers with Spaces

Previously, agents could not dial phone numbers with spaces in them, such as 123 456 7890. In this release, they can dial external phone numbers with spaces using Advanced Directory Sync.

Customer Request UI Change Availability GA
On deploy

Agent Issues

Agents can now report issues in Agent Embedded from inside the agent application. You can review those issues in agent issues in CXone Mpower. This feature has parity with the agent feedback functionality in MAX and Salesforce Agent.

Customer Request UI Change Availability GA
On deploy

Automatic Scroll to Latest Email

When agents open emails, Agent Embedded now automatically scrolls down to the most recent email in the thread. This saves agents time.

Customer Request UI Change Availability GA
On deploy

Enhancements to Contact History

Contact History icon, a clock with an arrow pointing backwards. now refreshes more often to display more recent calls, voicemails, and work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts.. Additionally, Contact History icon, a clock with an arrow pointing backwards. now respects the Hide Caller Phone Number permission.

Customer Request UI Change Availability GA
On deploy

PAGE Screen Pops Behavior Change

Previously, the PAGE Studio action respected the Panel Open in Browser setting in Agent Embedded. When PAGE screen pops appeared inside Agent Embedded and the agent placed a contact on hold or navigated around Agent Embedded, the screen pop was reloaded. In this release, screen pops created by PAGE always open in a new browser tab or window. This ensures that the information in PAGE screen pops are always visible to agents.

Customer Request UI Change Availability GA
On deploy

Clickable Links in Case Custom Fields

Case custom fields appear when you click View Details at the top of Agent Embedded. Previously, hyperlinks in case custom fields were not clickable. In this release, agents can click those links to open them.

Customer Request UI Change Availability GA
On deploy

Enhancements to the CRM Integration Experience

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

UI and UX Improvements

The following changes have been made to the Agent Embedded user interface:

Customer Request UI Change Availability GA
On deploy

Enhancements to WhatsApp Message Templates Experience

Previously, WhatsApp message templates only appeared to agents when they were sending the first message in an outbound WhatsApp interaction. In this release, WhatsApp message templates appear to agents for the duration of the WhatsApp interaction. Agents can select and send WhatsApp message templates at any time during the interaction.

Additionally, these enhancements have been made to the WhatsApp message template experience in Agent Embedded:

  • View Header Elements: You can add header elements to WhatsApp message templates in the WhatsApp Manager application. Previously, these elements appeared to contacts, but not agents. In this release, they now appear in Agent Embedded for agents to see. These include:

    • Images (JPEGs and PNGs)

    • Videos (MP4s)

    • Documents (PDFs)

    Locations are not supported. Also, Footer and Button elements of WhatsApp message templates do not display to agents, but are still delivered to contacts.

  • Tab Renamed: The Message Templates tab in Quick Responses icon: a lightning bolt. has been renamed to WhatsApp Message Templates for clarity.

Customer Request UI Change Availability GA
On deploy

Agent for Microsoft Teams

Enhancements to Social Platform Interactions

The following improvements have been made to the socialClosed Public social media interactions, such as on Facebook or X platform 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. experience:

Transfer to External Directory Contacts

You can transfer calls to external directory contacts, such as those in a Microsoft Teams or RingCentral directory. Transferring is only possible if the other party is available.

Customer Request UI Change Availability GA
On deploy

Agent Typing Indicator for Chat

Previously, typing indicators were made available to agents. These moving dots let agents know when contacts are actively typing. In this release, typing indicators display to contacts as well. They let contacts know when agents are actively typing. This helps keep contacts engaged. This is only available for chats.

Customer Request UI Change Availability GA
On deploy

Dial External Phone Numbers with Spaces

Previously, agents could not dial phone numbers with spaces in them, such as 123 456 7890. In this release, they can dial external phone numbers with spaces using Advanced Directory Sync.

Customer Request UI Change Availability GA
On deploy

Agent Issues

Agents can now report issues in Agent for Microsoft Teams from inside the agent application. You can review those issues in agent issues in CXone Mpower. This feature has parity with the agent feedback functionality in MAX and Salesforce Agent.

Customer Request UI Change Availability GA
On deploy

Automatic Scroll to Latest Email

When agents open emails, Agent for Microsoft Teams now automatically scrolls down to the most recent email in the thread. This saves agents time.

Customer Request UI Change Availability GA
On deploy

Enhancements to Contact History

Contact History icon, a clock with an arrow pointing backwards. now refreshes more often to display more recent calls, voicemails, and work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts.. Additionally, Contact History icon, a clock with an arrow pointing backwards. now respects the Hide Caller Phone Number permission.

Customer Request UI Change Availability GA
On deploy

PAGE Screen Pops Behavior Change

Previously, the PAGE Studio action respected the Panel Open in Browser setting in Agent for Microsoft Teams. When PAGE screen pops appeared inside Agent for Microsoft Teams and the agent placed a contact on hold or navigated around Agent for Microsoft Teams, the screen pop was reloaded. In this release, screen pops created by PAGE always open in a new browser tab or window. This ensures that the information in PAGE screen pops are always visible to agents.

Customer Request UI Change Availability GA
On deploy

Clickable Links in Case Custom Fields

Case custom fields appear when you click View Details at the top of the Interaction Space in Agent for Microsoft Teams. Previously, hyperlinks in case custom fields were not clickable. In this release, agents can click those links to open them.

Customer Request UI Change Availability GA
On deploy

Enhancements to the CRM Integration Experience

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

UI and UX Improvements

The following changes have been made to the Agent for Microsoft Teams user interface:

Customer Request UI Change Availability GA
On deploy

Enhancements to WhatsApp Message Templates Experience

Previously, WhatsApp message templates only appeared to agents when they were sending the first message in an outbound WhatsApp interaction. In this release, WhatsApp message templates appear to agents for the duration of the WhatsApp interaction. Agents can select and send WhatsApp message templates at any time during the interaction.

Additionally, these enhancements have been made to the WhatsApp message template experience in Agent for Microsoft Teams:

  • View Header Elements: You can add header elements to WhatsApp message templates in the WhatsApp Manager application. Previously, these elements appeared to contacts, but not agents. In this release, they now appear in Agent for Microsoft Teams for agents to see. These include:

    • Images (JPEGs and PNGs)

    • Videos (MP4s)

    • Documents (PDFs)

    Locations are not supported. Also, Footer and Button elements of WhatsApp message templates do not display to agents, but are still delivered to contacts.

  • Tab Renamed: The Message Templates tab in Quick Responses icon: a lightning bolt. has been renamed to WhatsApp Message Templates for clarity.

Customer Request UI Change Availability GA
On deploy

Agent for Service Cloud Voice

Enhanced Routing

ContactsClosed The person interacting with an agent, IVR, or bot in your contact center. are now routed to agents based on various agent criteria such as skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, availability, and queue prioritiesClosed Skill-based designation of the importance of contacts that determines delivery order.. This provides a more efficient customer service experience than traditional omnichannel routing.

The setting is mandatory and enabled by default in Salesforce.

Customer Request UI Change Availability GA
On deploy

Agent Integrated

Enhancements to Social Platform Interactions

The following improvements have been made to the socialClosed Public social media interactions, such as on Facebook or X platform 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. experience:

Transfer to External Directory Contacts

You can transfer calls to external directory contacts, such as those in a Microsoft Teams or RingCentral directory. Transferring is only possible if the other party is available.

Customer Request UI Change Availability GA
On deploy

Agent Typing Indicator for Chat

Previously, typing indicators were made available to agents. These moving dots let agents know when contacts are actively typing. In this release, typing indicators display to contacts as well. They let contacts know when agents are actively typing. This helps keep contacts engaged. This is only available for chats.

Customer Request UI Change Availability GA
On deploy

Dial External Phone Numbers with Spaces

Previously, agents could not dial phone numbers with spaces in them, such as 123 456 7890. In this release, they can dial external phone numbers with spaces using Advanced Directory Sync.

Customer Request UI Change Availability GA
On deploy

Agent Issues

Agents can now report issues in Agent Integrated from inside the agent application. You can review those issues in agent issues in CXone Mpower. This feature has parity with the agent feedback functionality in MAX and Salesforce Agent.

Customer Request UI Change Availability GA
On deploy

Automatic Scroll to Latest Email

When agents open emails, Agent Integrated now automatically scrolls down to the most recent email in the thread. This saves agents time.

Customer Request UI Change Availability GA
On deploy

Enhancements to Contact History

Contact History icon, a clock with an arrow pointing backwards. now refreshes more often to display more recent calls, voicemails, and work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts.. Additionally, Contact History icon, a clock with an arrow pointing backwards. now respects the Hide Caller Phone Number permission.

Customer Request UI Change Availability GA
On deploy

PAGE Screen Pops Behavior Change

Previously, the PAGE Studio action respected the Panel Open in Browser setting in Agent Integrated. When PAGE screen pops appeared inside Agent Integrated and the agent placed a contact on hold or navigated around Agent Integrated, the screen pop was reloaded. In this release, screen pops created by PAGE always open in a new browser tab or window. This ensures that the information in PAGE screen pops are always visible to agents.

Customer Request UI Change Availability GA
On deploy

Clickable Links in Case Custom Fields

Case custom fields appear when you click View Details at the top of Agent Integrated. Previously, hyperlinks in case custom fields were not clickable. In this release, agents can click those links to open them.

Customer Request UI Change Availability GA
On deploy

Enhancements to the CRM Integration Experience

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

UI and UX Improvements

The following changes have been made to the Agent Integrated user interface:

Customer Request UI Change Availability GA
On deploy

Enhancements to WhatsApp Message Templates Experience

Previously, WhatsApp message templates only appeared to agents when they were sending the first message in an outbound WhatsApp interaction. In this release, WhatsApp message templates appear to agents for the duration of the WhatsApp interaction. Agents can select and send WhatsApp message templates at any time during the interaction.

Additionally, these enhancements have been made to the WhatsApp message template experience in Agent Integrated:

  • View Header Elements: You can add header elements to WhatsApp message templates in the WhatsApp Manager application. Previously, these elements appeared to contacts, but not agents. In this release, they now appear in Agent Integrated for agents to see. These include:

    • Images (JPEGs and PNGs)

    • Videos (MP4s)

    • Documents (PDFs)

    Locations are not supported. Also, Footer and Button elements of WhatsApp message templates do not display to agents, but are still delivered to contacts.

  • Tab Renamed: The Message Templates tab in Quick Responses icon: a lightning bolt. has been renamed to WhatsApp Message Templates for clarity.

Customer Request UI Change Availability GA
On deploy

API

API documentation updates will be made to the developer portal at the end of the release cycle.

Admin API Path Changes: Skills and Campaigns

The Admin APIClosed APIs allow you to automate certain functionality by connecting your CXone Mpower system with other software your organization uses. paths are changing to follow the same format as the UserHub API paths. This is a gradual process to be completed over several releases. In this release, the following campaignClosed A grouping of skills used to run reports.- and skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge-related calls have changed:

  • GET /skills

  • GET /skills/agents

  • GET /campaigns/{campaignId}/skills/unassigned

  • POST /skills/agents/search

  • POST /skills

  • GET, PUT /skills/{skillId}

  • GET, POST, DELETE, PUT /skills/{skillId}/agents

  • DELETE /skills/{skillId}/agents/{agentId}

  • GET /skills/{skillId}/agents/unassigned

  • GET, POST, DELETE /campaigns/{campaignId}/skills

  • POST /points-of-contact

  • PUT /points-of-contact/{pointOfContactId}

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

  • GET /points-of-contact

While the new paths will eventually replace the old ones, the old paths remain functional until a future release.

This change offers several benefits, including:

  • Consistency across APIs

  • Support for upcoming features

  • Improved security

  • Ability for NICE to deploy releases more quickly

  • When API calls are updated, only those calls receive a new version instead of the entire API

Customer Request UI Change Breaking Change Impacted Versions V32 Availability GA
On deploy

Address Books API Updates

Version 32 of /agents/{agentId}/address-books was updated with the following:

  • Enhanced Filtering Options: You can filter records based on a search string within the entries field. Supported fields are firstName, lastName, mobile, phone, email, and company.

  • Address Book Flag: A parameter flag fetches address books based on their type.

    • 0 = Standard

    • 1 = Dynamic

    • 2 = Both

  • Alphabetical Sorting: You can sort entries alphabetically in ascending order based on firstName then lastName.

These updates enhance the usability and streamline address book management in Agent.

Customer Request UI Change Breaking Change Impacted Versions V32 Availability GA
On deploy

New Agent Email Address Parameter for /{agentId} API

Version 32 of /agents/{agentId} now has a teams_channel_Id property in the response. This attribute allows agents to log in to Microsoft Teams using the email address that they use for Azure Communication Services (ACS).

Customer Request UI Change Breaking Change Impacted Versions V32 Availability GA
On deploy

Maintenance of Disabled Indicator Records

Starting with version 10 of /agents/{agentId}/indicators, any disabled indicator older than 30 days is excluded from the API response. After 90 days, they are automatically deleted from the database. This improves system performance when managing data. It also simplifies the user experience when working with indicators.

Customer Request UI Change Breaking Change Impacted Versions V10 Availability GA
On deploy

Campaigns API Calls for Divisions

The following campaigns API calls were updated to version 32 to include a division ID:

  • POST /campaigns

  • GET /campaigns/{campaignId}

Customer Request UI Change Breaking Change Impacted Versions V32 Availability GA
On deploy

Skills API Calls for Divisions

The following skills API calls were updated to version 32 to include a division ID:

  • POST /services/v32.0/skills

  • GET /services/v32.0/skills/skills-download

Customer Request UI Change Breaking Change Impacted Versions V32 Availability GA
On deploy

Recording API Calls for On-Demand Start/Stop of Screen-Only Recording

Two new API calls let you start and stop screen-only recording using Recording. This is for back-office personnel or agents who are not on an active phone call. Documentation for these API calls will be added to the Multi-ACD (Open) category of the developer portal; however, the API calls will work with both CXone Mpower ACD and Multi-ACD (Open). The API endpoints are:

  • POST /interaction-recording-management-service/v1/interactions/start-screen-interaction-recording

  • POST /interaction-recording-management-service/v1/interactions/stop-screen-interaction-recording

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

Interaction Analytics V2 API

The Interaction Analytics API has a new version, V2. Changes include:

  • GET /segments/analyzed

    • In the response, all fields with autoSummary in the name changed to segmentSummary.

    • The confidence field was removed for sentiment, beginSentiment, and endSentiment fields. These three are at InteractionWrapper.interactions.{interaction}.channels.{channel}.

  • GET /segments/{segmentId}/analyzed-transcript

    • In the response, the AutoSummary field name changed to segmentSummary.

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

New Media Playback API

Previously, the Media Playback API let you get a recording by contact ID. This returned all recorded segments for 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.. In this release, the new API lets you get a recording by individual segment ID. This lets you access the recording for a specific part of an interaction. The new API helps you pinpoint and access the exact part of a recording you need, instead of looking through all recorded segments of the interaction.

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

Attendant

Enable or Disable Voicemail Forwarding

You now have the option to allow or restrict agents' ability to forward contactClosed The person interacting with an agent, IVR, or bot in your contact center. voicemails as email attachments. This allows for greater control over how voicemail notifications are shared, ensuring alignment with email forwarding procedures and security policies.

Customer Request UI Change Availability GA
On deploy

Autopilot

Improved Deployment Experience with Pathfinder

Pathfinder is a knowledge management system available as a miniapp in the Omilia platform. It is now available during the implementation of Autopilot. You can provide raw data to Pathfinder. Pathfinder analyzes the data and provides suggestions that can be used when configuring your Autopilot virtual agentClosed A software application that handles customer interactions in place of a live human agent.. For example, it can provide a list of tasks your virtual agent can help contactsClosed The person interacting with an agent, IVR, or bot in your contact center. with, or intents to use for those tasks. Pathfinder can use data contained in PDF, TXT, CSV, and HTML files, as well as URLs that it can read the data from.

To enable this feature, you must contact your Account Representative. It requires implementation work by NICE.

Customer Request UI Change Availability CR
On deploy

Performance Insights with Advanced Reporting

You can access additional data for Omilia advanced reporting. You can create multiple dashboards to view your data and use filtering to customize the data you see. Access to your Autopilot virtual agent must be set up by your Account Representative. It requires the creation of a separate account for each user who requires access to the reporting data.

Customer Request UI Change Availability GA
On deploy

Additional Feature Support for Voice Biometrics with Autopilot

You can now use the following voice biometrics features with Autopilot: 

These additions increase the range of voice biometrics protection available to your Autopilot virtual agent. Using these features requires the purchase of additional licenses.

Customer Request UI Change Availability GA
On deploy

Expanded Regional Availability

Autopilot is available in the Australia sovereign cloud.

Customer Request UI Change Availability GA
On deploy

Typing Indicators in Chat

Typing indicators are now available for your Autopilot virtual agent. Typing indicators indicate to one party in a chat conversation that the other party is typing. This can help a virtual agent seem more human to the contact. To enable this feature, you must add a new Studio action called TYPING INDICATOR to your Autopilot scripts. For more details, select the Studio filter on the top right.

Customer Request UI Change Availability GA
On deploy

Autopilot Setup in Virtual Agent Hub

You can set up new Autopilot text virtual agent integrations using Virtual Agent Hub. Your Account Representative must enable this option for you.

Customer Request UI Change Availability GA
On deploy

AutoSummary

Support for Latin American Spanish

AutoSummary supports summaries in Latin American Spanish for interactions that take place in Spanish. Summaries in Latin American Spanish are only available via the generative AIClosed Artificial intelligence (AI) technology that lets you generate new content by submitting a prompt to it. Products that use generative AI are modeled on training data. They follow patterns and structure learned from that training data. mode. You cannot include sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. details or resolution status in these summaries like you can for summaries in English.

Customer Request UI Change Availability GA
On deploy

Support for FedRAMP

AutoSummary supports FedRAMP. This includes end-to-end encryption of data both in transit and at rest on all the AutoSummary components. This means that data will be protected while in transit and in storage.

Customer Request UI Change Availability GA
On deploy

Integrate with GenAI Prompt Editor

In your AutoSummary profile, you can select from a list of prompts that have been generated, tested, and published for public use. Using the GenAI Prompt Editor, you can select 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. from the system, use a textual prompt, and check results directly on the GenAI LLM engine. This helps you fine-tune your prompt until it meets your organization's needs.

Customer Request UI Change Availability GA
On deploy

Integration with Transcription Hub

You can integrate AutoSummary with Transcription Hub for real-time transcription. This streamlines the implementation process. The integration requires you to add Transcription Hub as a separate Studio script element. Transcription Hub capability is available only for new AutoSummary profiles.

Customer Request UI Change Availability GA
On deploy

Bot Builder

Expanded Regional Availability

Bot Builder is now available in Korea.

Customer Request UI Change Availability GA
On toggle

Flow Designer Generally Available

Previously, the flow designer was in controlled release. In this release, it is generally available. The flow designer has a drag-and-drop interface that you can use to build a visual representation of a conversation between your botClosed A software application that handles customer interactions in place of a live human agent. and contactsClosed The person interacting with an agent, IVR, or bot in your contact center.. This makes it easier and more intuitive to design complex conversations.

Customer Request UI Change Availability GA
On toggle

Removal of Inactive Bots

Bot Builder bots that have been deactivated for longer than 90 days are now automatically removed. Bots are considered inactive when they have not engaged in any conversational activity in the last 30 days. A bot must be inactive for a total of 120 days before it will be deleted. This helps reduce costs and remove unnecessary bot data from the servers. Deactivated bots can be reactivated in the Bot Builder application.

Customer Request UI Change Availability GA
On toggle

Cloud Storage Services

Litigation Hold Removed

Previously, if you were a member of the controlled release program, you could hold and release files for litigation or other purposes using Cloud Storage Services. In this release, the hold and release feature has been removed. You can instead use the litigation hold and litigation release Data Policies in Interactions Hub.

Customer Request UI Change Availability CR
On deploy

Coaching

Phasing out Coaching Packages and Coaching Plans

The Coaching Packages and Coaching Plans are no longer available. You must access the coaching information from the Coaching Workflow report.

Customer Request UI Change Availability GA
On toggle

Copilot for Agents

Journey Summaries

A new kind of summary is available in Copilot for Agents. Journey summaries provide context about the contact'sClosed The person interacting with an agent, IVR, or bot in your contact center. past interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. using the customer card. Agents see a brief background of recent interactions without manually researching them. You can enable agents to expand journey summaries to view details about each past interaction. Journey summaries help agents get a head start on new interactions.

To use this feature, enable journey summaries in your Copilot for Agents profile. You can configure the number of past interactions to include in the summary. You can also configure the maximum number of days to include. For example, you could choose to include only the contact's past three interactions within the past 90 days.

Customer Request UI Change Availability GA
On deploy

Support for Latin American Spanish

Copilot for Agents is now available in Latin American Spanish. You can select Spanish in the Language drop-down in your Copilot for Agents profile. It is available for both the Copilot for Agents user interface and voice transcriptionClosed Written form of a voice or digital interaction.

Customer Request UI Change Availability GA
On deploy

AI Disclosure for Agent

You can now display a disclosure to agents that Copilot for Agents uses AI. You can enable AI Disclosure for Agent in the Copilot for Agents profile in Agent Assist Hub. You can customize the wording of the disclosure to fit the needs of your organization. For example, you might instruct agents to double-check the content Copilot for Agents generates.

Customer Request UI Change Availability GA
On deploy

Copilot for Supervisors

Reason and Summary for Urgent Assist Alert

This feature provides an explanation for why a call is flagged for urgent assistance, along with a concise real-time summary of the call. This context helps the supervisor understand the situation quickly and make informed decisions, ensuring the agent receives timely support from the supervisor.

This functionality improves the supervisor's ability to manage and support agents and provide better customer experiences. Go to the topic.

Customer Request UI Change Availability GA
On toggle

Expanded Metrics for Conversational Inquiries

New data metricsClosed Statistics you can measure to keep track of your contact center are supported by the Conversational Inquiries Panel. This new data will include:

  • Desktop Discovery (available for PM license users)

  • Quality Management (available for QM license users)

  • ACD Metrics

The detailed list of supported metrics can be found here.

Customer Request UI Change Availability GA
On toggle

Alert Insights—Customer Journey

This feature enhances supervisors' understanding of negative sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. and urgent assist alerts by providing insight into the customer's past interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. This expanded context enables supervisors to support agents more effectively and efficiently.

Supervisors can view up to three past interactions, whether voice or digitalClosed Any channel, contact, or skill associated with Digital Experience., from the last 21 days. Each interaction includes detailed information about past engagements, including sentiment whenever available. Go to the topic.

Customer Request UI Change Availability GA
On toggle

Dashboard

Quality Score Widget View

The Quality Score widget has an additional view option to help you better understand agent and team quality scores. The team view offers a deeper insight into performance.

Customer Request UI Change Availability GA
On toggle

Out-of-the-Box Metrics Added

The following metricsClosed Statistics you can measure to keep track of your contact center are being introduced in this release:

  • Avg. Eval Score (QM): This metric measures the average evaluation scores assigned by evaluators, helping you monitor scoring trends and consistency.

  • Engaged Conversion Guide: This metric shows the number of engagements that led to a conversion.

Customer Request UI Change Availability GA
On toggle

Tailored Data Visibility: Role-Based Access Control (RBAC)

With the new Role-Based Access Control feature, you can gain control over data visibility within the dashboard. You can create global views defining which teams or skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge a user can view and assign these views to individual or multiple users, ensuring users only see pertinent information. This feature applies consistently across all Dashboard widgetsClosed Graphical representation of data that meets specified filter criteria. and metrics.

Customer Request UI Change Availability GA
On toggle

Data Streams

Expansion of Cloud Providers for IVR Data

Previously, Data Streams supported AWS Kinesis-based consumption of IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. data. In this release, you can use any cloud provider to access your IVR data through Kafka clusters. This enhancement allows for the expansion of your data integration and gives you more control over your cloud environments.

This is only available in the US.

Customer Request UI Change Availability CR
On deploy

Desktop Discovery

NEVA Discover Application Rebranding

The NEVA Discover application is rebranded to Desktop Discovery.

Desktop Discovery Client

This feature allows you to gather comprehensive information on user actions performed on an agent’s desktop, such as button clicks, copy/paste actions, and more. This data is streamed to CXone Mpower, where it can be utilized by other CXone Mpower products to gain insights into process visibility, productivity gaps, process inefficiencies, top-performer identification, and schedule adherence. The Desktop Discovery Client operates without a graphical user interface (GUI). After installation, it automatically starts and runs in the background.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Desktop Discovery Installation Update

This feature allows CXone Mpower administrators and supervisors to easily manage Desktop Discovery Client updates, reducing the overhead on your IT teams. Administrators or supervisors assign newly available updates to all of the tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment desktop clients who have data collection enabled. They can then monitor the download status via an easy-to-use interface. 

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Application Management

A new feature, Wildcard, allows you to group the URLs/captions in a generic, efficient way, where part of the URL/caption has a common pattern.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

DEVone Integrations

Floatbot

Floatbot as a Strategic Partner

Floatbot is a conversational AI platform, which provides a no-code solution for building AI chat botsClosed A software application that handles customer interactions in place of a live human agent., voice bots, and real-time agent assistClosed A software application that provides context-specific help to the agent. bots. As a strategic partner with NICE, Floatbot provides the following solutions:

Visit the Floatbot listing on the CXexchange  for more details.

Customer Request UI Change Availability GA
On deploy

Meltwater

Source Actionable Cases from Social Media

The Meltwater integration combs through social media channels and produces cases for your agents that are actionable. Using NICE APIs, these cases can be displayed to agents directly in your agent application. Meltwater designed a robust search and filter function that analyzes a 15-month archive of major social media platforms. It specifically filters for issues that your agents can solve. During setup, you can tailor this functionality for your needs.

Visit the Meltwater listing on the CXexchange for more information.

Customer Request UI Change Availability GA
On deploy

Novelvox

Agent Accelerator

Novelvox makes it easy for agents to have everything they need on one screen. With the Agent Accelerator, you can design a custom agent interface to help your agents work as efficiently as possible. Novelvox lets you drag and drop different elements of the agent interface, including screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. from integrated systems. It can also let you integrate different systems to automate the display of certain information. For example, you can integrate with a healthcare management system to automatically display a patient's record to the agent. A streamlined Novelvox workspace can save your agents time and help them swiftly assist your contactsClosed The person interacting with an agent, IVR, or bot in your contact center..

Novelvox offers a variety of predesigned templates and prebuilt gadgets. They also perform each installation, so you can work closely with an expert to customize the templates to your needs.

Customer Request UI Change Availability GA
On deploy

Digital Experience

Improvement to Ordering of WFA Events

Workflow automation (WFA) events can sometimes occur out of order. This can cause contactClosed The person interacting with an agent, IVR, or bot in your contact center. statuses to be inaccurate, which can also affect routing and reporting. Improvements have been made to areas of the Digital Experience platform where this is most likely to happen. This ensures that events are delivered in the correct order and reduces the number of stuck contacts.

Customer Request UI Change Availability GA
On deploy

Improvement to CRM Case Search

In the Digital portal in CXone Mpower, the CRM tab allows you to create search queries for casesClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. with specific criteria. CRM case search has been improved to support mixing contact-based and message-based query filters at any level. Search queries for phrases also yield more accurate matches in the search results. For example, if you enter the phrase "hello world", search results don't include instances where there are other words between the ones you enter.

Previously, you needed to use query language in the search bar to view specific results for message content, title, or author. In this release, you can search cases by the contact number, content, title, and author fields without using query language. If you enter a series of numbers in the search bar without any additional terms or formatting, the CRM case search looks for your query in multiple places. For example, if you search "1234" instead of "caseId=1234", the case search includes results for values found in contact number, content, title, or author fields.

Customer Request UI Change Availability GA
On deploy

Downloaded Files Respect MIME Type

Attachments to messages sent through Digital Experience are downloadable. Digital Experience recognizes the format of the file (based on its MIME type) and displays it accordingly. This update also ensures that when a CXone Mpower application offers the option to download an attachment, and the file doesn't open in a new tab.

Customer Request UI Change Availability GA
On deploy

Download API Allows Seeking for Audio and Video

The Download API allows you to fast-forward and rewind audio and video files.

Customer Request UI Change Availability CR
On deploy

ACD Hours of Operation Profiles Support Digital Skills

You can assign digitalClosed Any channel, contact, or skill associated with Digital Experience. skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge to an ACD hours of operation profile. You still need to configure business hours separately for live chat channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. This update improves your ability to manage channels using the same method and location.

Customer Request UI Change Availability GA
On deploy

Fallback Time Limit Increase

For digitalClosed Any channel, contact, or skill associated with Digital Experience. skills that route based on the preferred agent, the Fallback Time field specifies how many seconds the ACD should wait for the preferred agent to become available before routing 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. to another agent. Previously, the maximum value was 5256000 seconds, or about two months. In this release, the limit increased to 315360000 seconds, or about 10 years. This better enables you to force the ACD to only route to the preferred agent.

Customer Request UI Change Availability GA
On deploy

Digital Engagement Attribute Available in Bulk Upload

Previously, you could only select the Digital Engagement attribute from the Attributes field of the employee profile in the Admin application. In this release, you can add or remove the Digital Engagement attribute in employee profiles using the bulk upload tool in the Admin application. This allows you to make changes impacting the attribute for many users at the same time.

Customer Request UI Change Availability GA
On deploy

Enhancements to Stability and Scalability

The following enhancements have been made to improve the stability of digital messaging:

  • Processing speed has been optimized.

  • Records of failed contacts and the mechanism that resends failed messages has been improved.

  • Better synchronization within CXone Mpower applications helps ensure that only active agents with an active digital skill receive digital events.

These and other enhancements allow Digital Experience to adapt to increased processing demands. These updates enable the system to maintain performance quality when faced with variable operational requirements.

Customer Request UI Change Availability GA
On deploy

Fallback Option for Unverified Email Domains

Previously, Digital Experience used Kerio as a fallback option when Amazon SES failed to send, a channel wasn't configured for custom SMTP, or a channel was not using an SES-verified domain. In this release, when a domain is unverified, the message is sent through an alternative verified NICE domain. Email messages should always use a verified domain, but this provides an alternative to messages not being sent at all.

Customer Request UI Change Availability GA
On deploy

In-Reply-To Header and Message ID for Email Threading

The in-reply-to header and message IDs help improve the threading process for emails. If an inbound email has the in-reply-to header, the system matches the email with a stored email message ID to link it to the appropriate existing thread. If no matching message ID is found, a new case is created for the email. This update ensures that emails are identified appropriately and display in the correct order.

Customer Request UI Change Availability GA
On deploy

Hide Email Ticket Number

You can hide the email ticket number from the header of the email metadata. This is helpful if you use an internal ordering system that marks emails with a different identification number. In that case, you can avoid confusion caused by multiple identifiers for the same email message.

Customer Request UI Change Availability GA
On deploy

Email Monitoring Improvements

The following AWS SES events are stored in the data repository:

  • Send

  • Reject

  • Delivery Delay

  • Bounce

  • Delivery

  • Complaint

  • Open

  • Click

Storing this information allows for future troubleshooting or reporting opportunities with Data Share. Currently, no reports are created with this data.

Customer Request UI Change Availability GA
On deploy

Sinch SMS Option

Sinch is a new SMSClosed Short Message Service; also known as text messaging. option that is configurable from the Points of Contact Digital page. It is automatically available to new customers. Existing customers need to complete a migration to use Sinch. For more information, contact your Account Representative.

Sinch is only available in the US.

Customer Request UI Change Availability GA
On deploy

Delete Instagram Posts

You can delete posts from your organization's Instagram account. For example, you may want to delete a post that contains inappropriate language.

Customer Request UI Change Availability GA
On deploy

Form Message Date Picker for Apple Messages for Business

A new custom field type called Date picker allows you to configure public secure forms with fields that allow contacts to select a date. These public secure forms can be used to create form messages for Apple Messages for Business. Form messages can be used to schedule appointments or collect other information such as a contact's birthday.

Customer Request UI Change Availability GA
On deploy

Configurable Rich Messages Bubble

For Apple Messages for Business, notifications for form messages, list picker, and time picker notifications appear as a bubble in the iMessage. You can configure the size of this message bubble. You can also configure a preset thumbnail image that the recipient can select when filling out the rich message you've sent them.

Customer Request UI Change Availability GA
On deploy

LINE Support for Image Attachments

Agents can send and receive attachments from contacts using LINE messaging channels. Supported attachment types include documents, images, audio, and video files.

Customer Request UI Change Availability GA
On deploy

Improved Security of Chat Identities

Previously, you could authenticate users through an anonymous option or with a third-party OAuth provider. When you employ the anonymous option, chat sessions don't store a contact's customer ID. In this release, you can now use a third option to authenticate users with a secured cookie. This update allows you to store contact data while preventing malicious parties from retrieving contacts' personal information. Using a secured cookie for authentication is the default option for all new customers. If existing customers wish to use this option, the authentication data they have stored for existing sessions will be lost after a pre-specified time.

You can also configure how long chat sessions remain open. This limits how long sensitive information is accessible, improving the security of chat sessions.

Customer Request UI Change Availability GA
On toggle

Third-Party OAuth API

CXone Mpower applications can retrieve third-party access tokens to authorize chat sessions. For example, a botClosed A software application that handles customer interactions in place of a live human agent. could request this token to confirm a contact's identity before providing them sensitive information.

Customer Request UI Change Availability GA
On toggle

JS API to Autofill Previous Custom Fields

A new JavaScript API allows previously-entered custom field values to appear as an auto-fill option in later fields or interactions. Specific IDs inform the chat window which custom field values to save. When a contact begins a new conversation, these custom fields from previous conversations are automatically available. This helps save time if a contact needs to enter the same information in a new chat session that they've entered in a previous chat session, such as an email address. This feature is only available for Digital Experience chat.

Customer Request UI Change Availability GA
On deploy

Mobile SDK

The Mobile SDK enhancements will be available later in the release cycle. Your developers can watch the Android and iOS repositories on GitHub for updates.

New SDK Version and Minimum Platform Versions

The Mobile SDK is now on version 3.0. Along with this, the minimum supported Android version is v7. The minimum supported iOS version remains at v15.

Customer Request UI Change Availability GA
On deploy

UI/UX Module

Previously, you needed to provide your own app UI and connect it with the Mobile SDK. In this release, the SDK includes its own UI/UX module. This prebuilt module can save time and development resources. The UI/UX module is included in the standard implementation package, so you can get the front end set up as part of the normal implementation process. The module also lets you customize certain colors of the UI, like background and button colors. You can still choose to use your own UI if you prefer a completely custom UI.

Customer Request UI Change Availability GA
On deploy

Quality and Stability Improvements

The following enhancements improve quality and stability of the SDK:

  • Daily release tests and more frequent synthetic tests.

  • Support for two previous versions of the SDK on an ongoing basis.

Customer Request UI Change Availability GA
On deploy

Feedback Management

The CXone Mpower Feedback Management 25.1 release is scheduled to occur later in the release cycle, beginning in February 2025.

Digital Channel Surveys

A new survey type, Digital Channels, is available. Instead of opening in a new tab or window, digital channel surveys happen directly on the digital channelClosed Any channel, contact, or skill associated with Digital Experience., such as live chat or Facebook Messenger. Questions are sent in the form of messages and contactsClosed The person interacting with an agent, IVR, or bot in your contact center. answer back with messages. You can configure quick replies and list pickers to make it easier for contacts to answer questions. Digital channel surveys are conversational and natural.

This is available for all digital channels except email.

Customer Request UI Change Availability GA
On deploy

Updated UI for Report Labels Page

The design of the Report Labels admin page in Feedback Management is updated to be more modern and cohesive with CXone Mpower.

Customer Request UI Change Availability GA
On deploy

Updated UI for No Send Rules Page

The design of the No Send Rules admin page in Feedback Management is updated to be more modern and cohesive with CXone Mpower. This update is available later in the release cycle than the other Feedback Management features. It involves an extra implementation step. Contact your Account Representative for more information.

Customer Request UI Change Availability GA

On toggle

Guide

Guide Administration Page

Previously, Guide administration was handled across multiple CXone Mpower pages. In this release, you can manage all Guide administration tasks by clicking the app selector and selecting Guide. The Guide page includes commands for all Guide-related administrative tasks.

The Guide administration page with commands on the left for creating and managing engagement rules
command Details
Rules Create the engagement rules that determine how Guide is integrated into your website.

Buttons

Create the buttons to show in Guide templates. For example, specify the button to use when starting a chat or to send an email message.
Entry Points Define the entry points for the channels to offer in templates or proactive offers.
Templates Define the templates to offer website visitors.
Branding

Define the colors to use by default for Guide templates, buttons, and proactive offers.

Localization

Define any strings that you want to show in a different language.
Web Assistant Access the Web Assistant (formerly the Engagement Mapper) to map screen elements to use for evaluation in a Guide engagement rule.
Integrations

Access the web script to embed Guide on a website page. If you are using Expert, you will also use this page to configure the knowledge bases to access.

The user interface is refreshed to match the design introduced with the rule builder.

The Guide, Engagement Mapper, and Website Script commands on the Points of Contact Digital page are no longer available.

Customer Request UI Change Availability GA
On toggle

Live Preview When Creating Templates

Previously, when you defined a new template, an outline of the template appeared. In this release, as you build a template, a live preview of the template appears on the page. The preview appears after you specify all required fields. You can preview the template using different branding options.

Customer Request UI Change Availability GA
On toggle

Prioritization of Engagement Rules

Previously, engagement rules were listed on the Rules page based on the order in which the rules were created. In this release, you can move engagement rules up and down in the list. If you change the order of the rules, you may change the engagements that are offered to visitors. For example, if you move a rule to the top of the list that always evaluates as true, the later rules will never get a chance to run. As a best practice, put the more specific rules at the top of the list and the more general rules at the bottom of the list.

Customer Request UI Change Availability GA
On toggle

New JavaScript API for Setting Custom Fields

The setCustomFields API lets you set values for custom fields that appear in a precontact survey form. You can set values for the following:

  • Name

  • Any contact custom field

  • Any customer custom field

If you mark a custom field value as hidden, the precontact survey form omits the field, and the value of the field is passed to the chat window.

Customer Request UI Change Availability GA
On toggle

New Guide Metric for Monitoring Engaged Conversions

A new Guide metric, named Engaged Conversions, is available in the Dashboard. This metric shows the number of engagements that led to a conversion.

Customer Request UI Change Availability GA
On toggle

Accessibility Compliance

Guide is compliant with accessibility standard WCAG 2.2 AA. Accessibility compliance will be conducted annually.

Customer Request UI Change Availability GA
On deploy

Integration Hub

Circuit Breaker

The circuit breaker is a precautionary fail-safe for failed API calls. If it detects that a call is repeatedly failing, it activates and throttles that API call. The most common reason for failed calls is a temporary server error (500 errors). The circuit breaker pauses the API calls to give the server time to come back up.

Following are the key features of the circuit breaker:

  • The circuit breaker activates if more than 50% of calls to an API fail within 30 seconds.

  • To trigger the circuit breaker, Integration Hub must have tried over 100 calls to a single API within a 30-second window.

  • The breaker activates for 30 seconds.

  • Failure reasons are accessible in the Studio trace logs in the __err variable.

Customer Request UI Change Availability GA
On deploy

Australia Availability

Integration Hub is now available in Australia, including both standard and sovereign clouds.

Customer Request UI Change Availability GA
On deploy

Interaction Analytics

Updates to Participant Filter

The participant filter has been redesigned to only appear as a filter option for the metricsClosed Statistics you can measure to keep track of your contact center it can be applied to. Previously, the participant filter appeared as a top-level filter option for all data. In this release, next to relevant metrics and filters, separate options are available to include only the agent side or only the contactClosed The person interacting with an agent, IVR, or bot in your contact center. side of 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.. The following filters support participant criteria:

This update eliminates the need to apply the participant filter globally. This provides more flexibility to decide how and where to apply participant filters for each specific filter as needed. For example, you could filter for one set of keywords said by the agent and a different set of keywords said by the contact. This update affects filters at the workspace and widgetClosed Graphical representation of data that meets specified filter criteria. levels as well as on the Search page.

Customer Request UI Change Availability GA
On deploy

Category Optimization and UI Updates

The following enhancements make managing categoriesClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. easier and more transparent:

  • Improvements have been made to accurately display all relevant keywords for category matches. By default, IA displays an increased number of terms for a selected matching interaction. You can also expand the view to load even more results in the matching interaction view. Selecting more matching interactions doesn't replace previously selected matches. Matching interactions with the same tags don't display more than once on the list.

  • When you import out-of-box categories, hover text indicates which categories are based on terms from the company profileClosed Page in Interaction Analytics where you can create custom entities..

  • A visual indicator shows when a subfolder or child category is selected from the category list. This makes it easier to identify which top-level category the node you are viewing belongs to.

  • Category icons turn orange when their category contains unsaved changes.

  • You can undo or discard unsaved rule changes to individual categories or entire category trees.

Customer Request UI Change Availability GA
On deploy

UI Enhancements for Usability

Enhancements have been made so that context annotations available in the transcriptClosed Written form of a voice or digital interaction viewer display accurately for all widgets in which they are available. The resample notification is also updated to improve the overall user experience and provide enhanced features.

Customer Request UI Change Availability GA
On deploy

Analyze LiveVox Interactions

All Interaction Analytics metrics are supported for analyzing voice interactions created by LiveVox dialers.

Customer Request UI Change Availability GA
On deploy

Updates to AutoDiscovery

Previously, you could open AutoDiscovery from a dataset. In this release, you can access AutoDiscovery as its own page from the side navigation menu in Interaction Analytics. You can also use saved searches to activate AutoDiscovery. This allows you to apply specific settings, such as a date range, to run the AutoDiscovery tool and analyze your data. This update will allow you to run AutoDiscovery on any IA filter without reprocessing datasets. This provides increased flexibility to observe unexpected or unknown data on any filter.

To use AutoDiscovery you must have an Interaction Analytics Advanced license or Interaction Analytics Premium license. You must also have the AutoDiscovery Access permission enabled for applicable roles and users. If you don't have access to AutoDiscovery, these UI updates and functions aren't visible to you. If you have questions about accessing AutoDiscovery, contact your Account Representative.

Customer Request UI Change Availability GA
On deploy

Custom Vocabulary Tuning for Transcription in IA

You can tune the vocabulary of the language model in Transcription to better meet your organization's needs. The Custom Vocabulary application surfaces in the Interaction Analytics application. However, it doesn't require a license for Interaction Analytics. The application is only visible to Interaction Analytics users if your organization has a Transcription license. Transcription is the NICE transcription service available in Continuous Stream Transcription.

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

Customer Request UI Change Availability CR
On deploy

Update to IA API Fields

Some API fields have been updated to remove AutoSummary from the output to eliminate confusion between the AutoSummary application and the AutoSummary fields that IA reports on. In the API response, all fields with autoSummary in the name changed to segmentSummary.

Customer Request UI Change Availability GA
On deploy

Interactions Hub

Playback Lock and Playback Unlock Policies

The Playback Lock policy is designed to address privacy concerns and ensure the protection of callers' information. It locks 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. to prevent playback by regular contact center agents, allowing only privileged users to unlock and play back these interactions. The Playback Unlock policy provides the ability to release interactions previously locked by the Playback Lock policy.

Customer Request UI Change Availability GA
On toggle

Policy Based on Business Data Fields

Users can set policies based on business data fields originating from either an API call or Studio variables. This helps match policies to specific business elements.

Customer Request UI Change Availability GA
On toggle

Auto Approve a Policy

Policy instances are executed automatically without manual intervention, allowing for full automation. Safeguard limits ensure necessary approvals are in place.

Customer Request UI Change Availability GA
On toggle

User Notifications Upon Policy Update

Users receive notifications (in-app and email) about policy status changes without needing to access the application.

Customer Request UI Change Availability GA
On toggle

MAX

Switch to Next Available Audio Device when Primary Device Fails

If the agent's primary audio device is disconnected during a call, MAX switches to the next available audio device. This ensures continuous audio for agents. A pop-up appears to alert agents that their audio device has changed. This pop-up also allows agents to select a different available audio device to switch to. They can select an Input Device and Output Device. If no connected audio devices are detected during a call, a pop-up appears to alert the agent.

Customer Request UI Change Availability GA
On toggle

Multi-ACD (Open)

Cisco Telephony Integration Expansion

Cisco telephony integration includes additional versions and components. It now supports Cisco UCCX with CUCM 12.5 and CUCM 15 integrations. Users can also utilize Cisco Virtual CUBE (vCUBE) instead of a regular one. This update provides broader compatibility and flexibility for various business needs.

Customer Request UI Change Availability GA
On deploy

Real-Time Call Monitoring for Supervisor

Supervisors can listen to ongoing calls in real time using the Supervisor application, enabling immediate intervention and support to enhance call quality and customer service. Additionally, future integrations will allow other consumers and applications to receive real-time RTP streaming of calls.

Customer Request UI Change Availability GA
On toggle

Avaya 10.2 Support

This update enhances compatibility and secure connectivity with Avaya CM 10.2. It also improves system stability and call handling, while supporting advanced integrations to meet future customer needs.

Customer Request UI Change Availability GA
On toggle

Deployment for a Lab Tenant

A new tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment type for customer labs with reduced resources and costs is introduced. In the Tenant Management application, users can select a lab-type for a Multi-ACD (Open) tenant license. This lab-type tenant has only one CTI EC2 machine instead of two, offering cost savings and resource efficiency. Once created, the tenant type will not be changeable. This is a controlled release, requiring product management approval in advance for such tenants.

Customer Request UI Change Availability CR
On deploy

Partner Applications

Adapters

Australia and Europe Sovereign Cloud Availability

Directory Sync and Presence Sync are now available for Australia and Europe sovereign clouds.

Customer Request UI Change Availability GA
On deploy

Tenant Management

Enablement for Least Occupied and Most Occupied Routing Evaluation

When you configure an ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, you will have two new options for how routing decisions are made. From the Routing Evaluation field of an ACD skill, you can choose to route contacts to the agents assigned to the skill based on Least Occupied and Most Occupied.

For these options to be available for a tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower environment, you must enable them. To do so, open the tenant, go to the Applications & Features tab, and under ACD Features > Advanced Routing Features, select Least Occupied and Most Occupied.

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

Customer Request UI Change Availability GA
On deploy

Tenant Access Tool

A new page called Outbound Requests lets you request access to your customers' tenants. This tool will eventually replace the existing Impersonation tool in Tenant Management. However, both tools will continue to be available for a while. When you create a request and have it granted using the new tool, only the users granted access can use the legacy impersonation tool to access that tenant.

Customer Request UI Change Availability GA
On deploy

Multi-ACD (Open) Deployment for a Lab Tenant

A new tenant type for customer labs with reduced resources and costs is introduced. You can select a lab-type for a Multi-ACD (Open) tenant license. This lab-type tenant has only one CTI EC2 machine instead of two, offering cost savings and resource efficiency. Once created, the tenant type will not be changeable.

Customer Request UI Change Availability CR
On deploy

Performance Management (InView)

These features will be available later in the release cycle, in March 2025.

This release introduces several new features and modifications. These changes are designed to enhance your team's capabilities and optimize various aspects of your workflow.

Dashboard

This release includes several new features in dashboardsClosed Named view of one or more widgets. that allow you to:

Customer Request UI Change Availability GA
On toggle

Wallboards

In wallboards, there is an improved user interface with responsive changes to the current agent states. In addition, you can customize your view with enhanced sorting options for the Summary wallboard.

Customer Request UI Change Availability CR
On toggle

Gamification

You can boost team engagement and competition with the introduction of shadow boxing and bracket tournament features.

Customer Request UI Change Availability GA
On toggle

Core

In this release, you can benefit from enhanced security with BPO group security for work aids and announcements.

You can easily identify and manage user accounts with updated filtering options on the users' page, including the ability to see locked-out users.

In this release you will benefit from enhanced security with BPO Group Security for Work Aids and Announcements. You will easily identify and manage user accounts with updated filtering options on the users' page, including the ability to see locked-out users.
Customer Request UI Change Availability GA
On toggle

Coaching

This release introduces the following additions to the coaching:

  • New coaching and task metrics and a dedicated Coaching Effectiveness widget that give you deeper insights into coaching effectiveness.

  • Personalized recommendations for coaching sessions based on the rules engine.

  • The coaching admin export file now includes URL formatting as text, streamlining your administrative tasks.

  • The new follow-up coaching session feature ensures timely follow-up.

  • New Task widget to track completed tasks.

Customer Request UI Change Availability GA
On toggle

Performance Management Next Generation

Budget Feature in Gamification

You have access to a new Budget tab in the Gamification module. This tab introduces powerful tools to help you manage your budget more effectively. Within the Budget tab, you have two key features:

Budget Meter: The Budget Meter provides a visual representation of your current budget status.

Budget Setup: Budget Setup allows you to set and adjust your budget allocations.

These tools help you track spending, set limits, and make informed decisions about your resource usage, all conveniently located in one place.

Customer Request UI Change Availability GA
On toggle

Real-Time Visibility with Wallboards

With this new feature, you have the ability to design wallboards tailored to your specific needs. You can choose from various slide types, including leaderboard, current agent states, and marketplace options, among others.

You can create a custom slide type by adding various widgetsClosed Graphical representation of data that meets specified filter criteria. that best suit your needs. The drag-and-drop feature allows you to easily arrange and resize widgets on the custom slide of your wallboard.

You can apply filters, set refresh intervals, and customize the appearance of your wallboards. This feature can help you keep your team informed and motivated by showcasing key performance indicators.

Customer Request UI Change Availability GA
On toggle

Personal Connection

Updated LERG Data

The Local Exchange Routing Guide (LERG) is now updated to comply with the North American Numbering Plan (NANP) standards. This update improves call routing accuracy and efficiency, ensures compatibility with other compliant systems, and assists with adherence to regulatory requirements.

Customer Request UI Change Availability GA
On deploy

Quality Management

New Channel

The NO_CHANNEL option lets you record screens without voice. You can play back these screen-only recordings to review back-office activities. Quality Management now supports this new channel on My Zone pages.

Customer Request UI Change Availability GA
On toggle

Quality Plan Filter

You can filter quality plans by selecting the Start Time or End Time from the Time-Based Selection option.

Customer Request UI Change Availability GA
On toggle

Phasing Out Coaching Packages and Coaching Plans

The Coaching Packages and Coaching Plans are no longer available. You must access the coaching information from the Coaching Workflow report.

Customer Request UI Change Availability GA
On toggle

Quality Management-Related Enhancements in Dashboard

You can see these features in Dashboard:

  • Avg. Eval Score Metric: This metricClosed Statistics you can measure to keep track of your contact center measures the average evaluation scores assigned by evaluators, helping you monitor scoring trends and consistency.

  • Employee Evaluations Support: The employee evaluations are included in addition to segment evaluations for a more comprehensive evaluation calculation across all Quality Management widgets and metrics.

  • Support for Role-Based Access Control: The Quality Management widgets and metrics now support role-based access control (RBAC) for data visibility as defined with global views.

Customer Request UI Change Availability GA
On toggle

Recording

View Evaluation Permission Update

Previously, the visibility of the Evaluator column in the Interactions application was dependent on the accessibility of the Evaluation Score column. In this release, the dependency is removed. The Evaluator column is visible in search results even if the Evaluation Score column is not accessible, making permissions more flexible.

Customer Request UI Change Availability GA
On toggle

ScreenAgent Manager Application

The new ScreenAgent Manager application enables viewing and managing all ScreenAgent instances from one location. This makes it easier to ensure that all instances are active, configured correctly, and have the latest version and recordings. This feature requires the purchase of the Screen Recording Advanced package.

Customer Request UI Change Availability GA
On toggle

Play Transcript in the Player

Reading call transcripts directly in the CXone Mpower Player is now possible. This allows for a quick review of 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. without the need to listen to the full audio.

Customer Request UI Change Availability GA
On toggle

Screen Recording API for Back-Office

It is now possible to record back-office agents' screens using a new API. This helps capture work on back-office processes for quality management and compliance.

Customer Request UI Change Availability GA
On toggle

IA Categories in Player

Interaction Analytics categoriesClosed Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. now appear in the CXone Mpower Player timeline. This helps identify key moments during playback.

Customer Request UI Change Availability GA
On toggle

New Media Playback API

Previously, the Media Playback API let you get a recording by contact ID. This returned all recorded segments for 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.. In this release, a new API lets you get a recording by an individual segment ID. This lets you access the recording for a specific part of an interaction. The new API helps you pinpoint and access the exact part of a recording you need, instead of looking through all recorded segments of the interaction.

Customer Request UI Change Availability GA
On toggle

Search: Separate ANI and DNIS Columns

Previously, ANIClosed Also known as caller ID. Listed phone number of an incoming voice call. (Automatic Number Identification) and DNISClosed Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls. (Dialed Number Identification Service) were embedded within the Customer Info and Organization Info fields. In this release, ANI and DNIS fields for voice segments are displayed as separate columns. You can search by these fields, making it easier to find specific information.

For digitalClosed Any channel, contact, or skill associated with Digital Experience. segments, the From and To fields are displayed in the ANI and DNIS columns respectively, providing a consistent and streamlined view across different types of segments.

Customer Request UI Change Availability GA
On toggle

Search: Customized Filters

The updated Filters UI empowers you to customize the selection and order of filters in the filter pane, enhancing your overall experience. Previously, you had limited control over the filters displayed in the application. In this release, you can select, add, remove, and reorder filters according to your preference. Your preferences are saved and displayed on your next login.

Customer Request UI Change Availability CR
On toggle

LiveVox Integration with CXone Mpower

We are thrilled to announce the integration between LiveVox and CXone Mpower. The integration between LiveVox and CXone Mpower enhances the capabilities of LiveVox users (Evaluators, Supervisors and Managers). It provides access to advanced CXone Mpower applications, including Interaction Analytics (IA) and Quality Management Analytics Analytics (QMA).

This integration is perfect for customers who want to combine the strong LiveVox outbound and dialer capabilities with the CXone Mpower inbound 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. and advanced business applicationsClosed State that allows an agent to complete work requirements after finishing an interaction.

Key Features:

  • Seamless integration with CXone Mpower applications like Quality Management (QM), QM Analytics (QMA), and Interaction Analytics (IA).

  • Support for audio and screen recordings.

  • One place to manage all users for both LiveVox and CXone Mpower Admin.

Integration Options:

  • LiveVox to CXone Mpower, utilizing QM, QMA, and IA

  • LiveVox to CXone Mpower, with data exported to NIA for Nexidia Analytics

Stay tuned for more details on this exciting development that will revolutionize large-scale contact center operations in all industries.

Customer Request UI Change Availability GA
On deploy

Reporting

Data Download Reports

Email Manually Run Reports

Previously, when you ran data download reports manually, a new blank tab opened while the report was running. In this release, a pop-up appears instead. That pop-up allows you to enter an email address. You can have the report delivered to that email address instead of waiting on it to run.

Customer Request UI Change Availability GA
On deploy

Email Domains Allowlist

Your Account Representative can now create an allowlist of email domains for the delivery of reports. Data download reports are only sent to an email address if its domain is on the allowlist. This prevents data from being sent to users outside your organization.

In this initial release, you cannot create the allowlist yourself.

Customer Request UI Change Availability GA
On deploy

Custom Reports

Email Manually Run Reports

Previously, when you ran custom reports manually, a new blank tab opened while the report was running. In this release, a pop-up appears instead. That pop-up allows you to enter an email address. You can have the report delivered to that email address instead of waiting on it to run.

Customer Request UI Change Availability GA
On deploy

Email Domains Allowlist

Your Account Representative can now create an allowlist of email domains for the delivery of reports. Custom reports are only sent to an email address if its domain is on the allowlist. This prevents data from being sent to users outside your organization.

In this initial release, you cannot create the allowlist yourself.

Customer Request UI Change Availability GA
On deploy

Studio

Routing Attributes in COUNTAGENTS Studio Action

The CountAgents Studio action, which checks the total number of agents in a particular state for a specific ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, now lets you include routing attributes that are applied to the agents as part of the criteria. For example, you could pull the number of unavailable agents who are assigned to both a certain skill and a certain routing attribute.

You can specify a single routing attribute or multiple comma-delimited routing attributes. To avoid low or no results, it is best to not specify more than five routing attributes at a time. The default value is NotApplicable, meaning the action doesn't look for any specific routing attributes when counting agents.

This update gives you greater ability to specify exactly which agents you want CountAgents to count.

Web or Desktop Studio Both Customer Request UI Change Availability GA
On deploy

New Action: CONTINUOUS TRANSCRIPTION

A new action called CONTINUOUS TRANSCRIPTION allows you to add and configure Continuous Stream Transcription profiles from your script. This expands the ways you can use Continuous Stream Transcription in CXone Mpower.

Web or Desktop Studio Both Customer Request UI Change Availability GA
On deploy

New Action: CONFIGURE TRANSCRIPTION

A new action called CONFIGURE TRANSCRIPTION allows you to configure transcription for Copilot for Supervisors. This enables you to use Continuous Stream Transcription with Copilot for Supervisors.

Web or Desktop Studio Both Customer Request UI Change Availability GA
On deploy

New Action: ENHANCED WORKFLOW EXECUTE

A new action called ENHANCED WORKFLOW EXECUTE is now available for use when integrating CRMsClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. with Agent applications. It allows you to configure Search workflows without configuring payloads in SNIPPET actions.

Web or Desktop Studio Web only Customer Request UI Change Availability CR
On deploy

New Action: GET VOICE BIO STATUS 

A new action called GET VOICE BIO STATUS is now available. It checks your voice biometric provider to see if the contactClosed The person interacting with an agent, IVR, or bot in your contact center. is enrolled. It must be used with the VOICE BIO Authentication, GET VOICE BIO RESULTS, and VOICE BIO ENROLLMENT actions. This set of actions allows you to add voice biometric authentication to your Studio scripts.

Web or Desktop Studio Both Customer Request UI Change Availability CR
On deploy

New Action: VOICE BIO AUTHENTICATION

A new action called VOICE BIO Authentication is now available. This action sends contact audio to the voice biometric provider to authenticate the contact. This only works for contacts who have been previously enrolled with the voice biometric provider. This action must be used with the GET VOICE BIO STATUS, GET VOICE BIO RESULTS, and VOICE BIO ENROLLMENT actions. This set of actions allows you to add voice biometric authentication to your Studio scripts.

Web or Desktop Studio Both Customer Request UI Change Availability CR
On deploy

New Action: GET VOICE BIO RESULTS

A new action called GET VOICE BIO RESULTS is now available. This action receives the response from the voice biometric provider after an attempt at authenticating the contact against the enrolled voiceprint. It must be used with the GET VOICE BIO STATUS, VOICE BIO Authentication, and VOICE BIO ENROLLMENT actions. This set of actions allows you to add voice biometric authentication to your Studio scripts.

Web or Desktop Studio Both Customer Request UI Change Availability CR
On deploy

New Action: VOICE BIO ENROLLMENT 

A new action called VOICE BIO ENROLLMENT is now available. This action sends contact audio to the voice biometric provider during the enrollment process. It must be used with the GET VOICE BIO STATUS, VOICE BIO Authentication, and GET VOICE BIO RESULTS actions. This set of actions allows you to add voice biometric authentication to your Studio scripts.

Web or Desktop Studio Both Customer Request UI Change Availability CR
On deploy

Script Comparison

You can now compare two different scripts or two historical versions of the same script. The comparison shows a sequential list of actions that are different from one script to the other. The comparison results include details about what changed, such as the position of the action, the resulting branch condition, or if the action exists in both scripts.

Web or Desktop Studio Web only Customer Request UI Change Availability GA
On toggle

Capture Multiple Traces

You can now capture up to 20 traces on a live script at one time. Studio captures traces for the selected script each time it runs until it has captured the number of traces you indicated.

This feature will be available later in the release cycle.

Web or Desktop Studio Web only Customer Request UI Change Availability GA
On deploy

Improvements to Connectors

The following improvements have been made to the connector lines that go between actions on the script canvas: 

  • Support for curved and linear connectors has been added.
  • Connection points on actions have been improved to make it easier to attach a connector to an action.
  • Ability to adjust the layout of and add right angles to connectors.
Web or Desktop Studio Web only Customer Request UI Change Availability GA
On deploy

Bulk Upload Prompts to the Prompts Page

You can now upload more than one prerecorded audio file to Studio at a time via the Prompts page. This makes it faster and more convenient to add multiple prompt files.

Web or Desktop Studio Web only Customer Request UI Change Availability GA
On deploy

Page for Managing ASR Grammars

A new page has been added to the web-based Studio application that allows you to view and upload the grammar files used with ASRClosed Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both.. Grammar files are an essential part of an ASR system. They allow you to list the many possible utterances that a contact might speak in response to a prompt.

Web or Desktop Studio Web only Customer Request UI Change Availability GA
On deploy

Supervisor

Multi-ACD (Open) Support

The multi-ACD capability allows organizations to retain existing ACD systems while leveraging the benefits of the CXone Mpower application platform, including the Supervisor workspace. This enhancement streamlines operations within a unified platform, enhancing flexibility and adaptability across the organization.

You have access to real-time data from external ACDs, ensuring that any data changes are immediately reflected in the Multi-ACD View in Supervisor. The data can be filtered by State, Team, Segment state, Call direction, Segment duration, Segment state duration, and Agent state duration.

The Multi-ACD View features two main tabs: Agents and Segments. Each provides detailed information and widgetsClosed Graphical representation of data that meets specified filter criteria. for easy filtering and sorting. Real-time voice and screen monitoring are supported in the Multi-ACD View.

Customer Request UI Change Availability GA
On toggle

Terminology Change for Coaching Action

The new term Assist replaces the current term Coach to more accurately describe the action where supervisors discreetly support agents during live interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. This change eliminates any confusion with the separate Coaching application and is consistently applied throughout the UI, including action buttons, tooltips, and error or warning messages.

Customer Request UI Change Availability GA
On toggle

One-Stop Shop: View Contact's Interaction Details

This change enables you to access comprehensive interaction details of the current contactClosed The person interacting with an agent, IVR, or bot in your contact center. at a glance. By clicking the Interaction ID, you are directed to the Interactions Search view, which displays all transfers associated with the same interaction, providing enhanced context to supervisors.

Customer Request UI Change Availability GA
On toggle

Transcription

Custom Vocabulary Tuning for Transcription

You can now tune the vocabulary of the language model in Transcription to better meet your organization's needs. Your configured custom vocabulary tuning applies to continuous transcription performed by Transcription in Copilot for Agents, Copilot for Supervisors, Agent for Salesforce, and AutoSummary. Your vocabulary tuning can include:

  • Adding terminology, product names, and other words and phrases unique to your organization. You can define the pronunciation of these terms so that Transcription can recognize them.
  • Boosting or suppressing words in the default lexicon. Boosting increases the likelihood of the word being used in a transcript. Suppressing a word decreases the chances of it being used. This is helpful in cases where words sound similar and you want to influence the transcription engine to use one word versus another.
  • Defining words or phrases in the final transcript results that you want to replace with other words or phrases. For example, if a certain word is sometimes mistranscribed, you can define a find-and-replace option to replace the wrong transcriptionClosed Written form of a voice or digital interaction result with the correct one.

Custom vocabulary tuning is only available for North American and International English in this release.

The Custom Vocabulary application surfaces in the Interaction Analytics application. However, it does not require a license for Interaction Analytics. The application is only visible to Interaction Analytics users if your organization has a Transcription license. Transcription is the NICE transcription service available in Continuous Stream Transcription.

Customer Request UI Change Availability CR
On toggle

Expanded Use of Transcription

Previously, Transcription could only be used with certain CXone Mpower applications where the transcription functionality was built into the application. In this release, you can use Transcription with any application that requires transcription.

Using Transcription as a standalone transcription service requires custom Studio scripts. A new Studio action called CONTINUOUS TRANSCRIPTION is now available that you can use to add transcription functionality to your Studio scripts. For more details, select the Studio filter on the top right.

Customer Request UI Change Availability GA
On deploy

Language Support for Transcription

Transcription is now available in new languages. Previously, it was available only in US and International English. In this release, transcription is now available for Brazilian Portuguese and Latin American Spanish. This expands the languages you can transcribe with Transcription.

Customer Request UI Change Availability GA
On toggle

Enable Google Sentiment Analysis for Google Transcription

An option has been added to the Google Transcription profile page in Transcription Hub. The Sentiment Required option enables the profile to integrate Google sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis with the transcription. This field is required to add the Salesforce Einstein Next Best Action workflow to Salesforce Assist. For all other Google Transcription profiles, this option can remain disabled. To learn more about the Next Best Action suggestions in Salesforce Assist, select the Agent Assist Hub filter from the top right.

Customer Request UI Change Availability CR
On deploy

Transcription Subscriptions

You can now create transcription subscriptions. This allows you to use transcripts generated by Continuous Stream Transcription with Copilot for Supervisors.

A new Subscriptions section has been added to the Automation & AI menu in CXone Mpower. A page called Transcript Subscriptions is available in the Subscriptions section. This is where you can create and manage your transcription subscriptions.

Transcription subscriptions require custom Studio scripting using a new action, CONFIGURE TRANSCRIPTION Subscription. For more details, select the Studio filter on the top right.

Customer Request UI Change Availability GA
On deploy

Transcription Profile Configuration Option Removed

An option has been removed from the Transcription configuration page in Transcription Hub. Transcription is a native transcription service for Continuous Stream Transcription. The Enable Automatic Punctuation option is no longer available when you add a profile for Transcription. This option allowed you to choose whether Transcription automatically formats transcribed text with punctuation, capitalization, and inverse text normalization (ITN). ITN replaces certain text representations with other forms to improve readability, such as replacing "twelve thirty pm" with 12:30 PM. In this release, automatic punctuation is always enabled, so the UI control for it is no longer needed.

Customer Request UI Change Availability GA
On deploy

Deepgram Renamed Transcription for Copilot

The transcription option previously called Deepgram is now called Transcription for Copilot. This name change is reflected in the UI when you create a transcription profile in Transcription Hub.

Customer Request UI Change Availability GA
On deploy

Virtual Agent Hub

Set Up Autopilot Integrations in Virtual Agent Hub

A new option is available in Virtual Agent Hub that allows you to set up Autopilot integrations for text virtual agents. The option must be enabled by your Account Representative.

Customer Request UI Change Availability CR
On toggle

Text-to-Speech Options Removed from Voice Virtual Agent Configuration Pages

The text-to-speech (TTSClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.) option has been removed from the voice virtual agentClosed A software application that handles customer interactions in place of a live human agent. configuration pages that appear when you add a new virtual agent integration. Instead of configuring TTS options in Virtual Agent Hub, you can add the CLOUD TTS Studio action to your scripts.

Customer Request UI Change Availability GA
On deploy

Voice Access

Click-to-Call Regional Expansion

Previously, Click-to-Call was only available in the USA. In this release, it is also available in Australia, Canada, Japan, and the United Kingdom.

It also moved out of a controlled release and became generally available. For more details, select the New Applications filter on the top right.

Customer Request UI Change Availability GA
On deploy

Workforce Management

Enhanced Strategic Planner Integration

This feature requires a Premium License.

Managers are able to leverage long-term forecasts from WFM to create long-term plans with Enhanced Strategic Planner (ESP).

This feature will be available later in the release.

Customer Request UI Change Availability GA
On toggle

Scheduling Future Activities for Agents

Users are able to create future activities for days without generated schedules. These activities remain intact, unaffected by the automatic schedule generator.

Customer Request UI Change Availability GA
On toggle

Agent Configuration: Assigning Weekly Rules to Agents

This update enables users to easily assign or reassign weekly rules to contact center agents directly from the Agent Configuration page.

Customer Request UI Change Availability GA
On toggle

Display the Forecast That Was Utilized for Schedule Generation

This feature helps customers easily reference the forecast used in schedule generation. ​

Customer Request UI Change Availability GA
On toggle

Automated Daily Schedule Re-Simulation

This feature operates daily, re-evaluating schedules to provide a clear view of expected service levels based on current schedules. It simplifies the scheduling process and increases visibility into potential changes in service metrics without making schedule changes. This feature currently supports only real-time inbound skills.

Customer Request UI Change Availability GA
On toggle

Enhanced Backlog Visualization

This update improves backlog visualization by displaying the current total value of backlog items. This provides clearer and more accurate information for past and future dates.

Customer Request UI Change Availability GA
On toggle

Time-Off Management Enhancement

Managers are able to define different conditions for different date ranges. This allows them to cover different scenarios such as time-off periods spanning more or less than 12 months for different SUs. ​

Customer Request UI Change Availability GA
On toggle

Self-Service of Time-Off in the Weekly Schedule View

This feature requires the Advanced License.

This Self-Service feature is now available in weekly schedule view as well as day view. Agents are able to see at-a-glance time-off opportunities for the week and make decisions to sign up for intervals that meet their personal needs.​

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 25.1 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.

Admin

Message Center

Message Center was previously announced as being called Messaging Center. It was also announced as being generally available but will instead be in a controlled release. It has been moved from the Admin section of this page to the New Applications section.

User Inactivity Lock

This feature was previously announced as being turned on by default. Instead, you must turn it on to use it.

Attendant

Enable or Disable Voicemail Forwarding

This feature was previously announced as being available for Attendant. Instead, is only available for Attendant Plus. Additionally, this feature was previously announced as supporting voicemail downloads and forwards. This wording has been adjusted to only include support for forwarding, since voicemail downloading was already possible in Attendant.

Coaching

Phasing Out Coaching Packages and Coaching Plans

This feature was previously announced as being deployed later in the release cycle. Instead, it will go out with the main release.

Copilot for Supervisors

Alert Insights — Customer Journey

It was previously announced that this feature would be in a controlled release. This feature will now be released as generally available (GA).

Data Streams

Expansion of Cloud Providers for IVR Data

It was previously announced that this feature contained a UI change to Data Streams, but it does not.

Interactions Hub

Data Erasure Policy Open to All Recording Customers

This feature was previously announced as allowing compliance with data privacy regulations for all recording customers. Providing customer identifiers results in the deletion of the associated recorded files and metadata.

Performance Management Next Generation

PM was previously announced as PM Act, but it has been changed to Performance Management Next Generation. The different tiers offered have also been updated.

Quality Management

Quality Plan Filter

It was previously announced that the Interactions Start Date and Interactions End Date would be added under Sampling. Instead, the Start Time and End Time will be added under the new Time-Based Selection option.

Studio

Capture Multiple Traces

It was previously announced that the ability to capture multiple traces in the web version of Studio would be available upon the initial deployment of this release. Instead, it will be available later in the release cycle.

Script Comparison

It was previously announced that this feature would be released on deploy. This feature will now be released on toggle. It will be available after the release has deployed to all clusters.

Transcription

Expanded Use of Continuous Stream Transcription

It was previously announced that the use of Continuous Stream Transcription transcription would be expanded so that it could be used with any CXone Mpower application. This change applies only to CXone Mpower Transcription. It does not apply to all providers of Continuous Stream Transcription.

Language Support for Continuous Stream Transcription

It was previously announced that Continuous Stream Transcription would be available in additional languages. This change only applies to Transcription.

Virtual Agent Hub

Set Up Autopilot Integrations in Virtual Agent Hub

It was previously announced that you would be able to add Autopilot integrations via Virtual Agent Hub. This only applies to text virtual agents.

Voice Access

Click-to-Call Regional Expansion

It was previously announced that Click-to-Call would become available in all regions. Instead, it will become available in Australia, Canada, Japan, and the United Kingdom.

Sinch SMS Option

It was previously announced that Sinch would only be available in the US. Instead, it is available globally.

Features Removed from This Release

This section describes product changes that were included in the initial coming soon announcement and have since been removed from this release. These will not be part of the 25.1 release but may be part of a future release.

Admin

Permission to Erase Digital Experience Messages and Settings Moving to Admin

The Can erase message content and user name permission lets Agent users edit message content and settings for digital 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.. Currently, you configure this permission in the Digital portal. In this release, you will instead configure it in the Adminapplication. It will appear on the Permissions tab of a selected role, on the ACD page and under the Digital Engagement section.

Agent

Enhancements to the CRM Integration Experience

Voice Biometrics Hub Available

Voice Biometrics Hub will be available in Agent. It will provide voice-based authentication for contactsClosed The person interacting with an agent, IVR, or bot in your contact center.. First, the contact will create a personal voiceprint, which is like their password. Then, when speaking with the agent, if their speech pattern matches the personal voiceprint, they will be automatically authenticated. Voice Biometrics Hub makes authentication easier and faster. It also prevents fraud.

Agent Embedded

Window Expansion for New Interactions

When Agent for Salesforce is minimized, and the agent receives a new 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., Agent for Salesforce will expand. Likewise, if the agent clicks a phone number in a record in Salesforce to start an outbound call, Agent for Salesforce will expand. This will allow agents to focus on other screens in Salesforce with the peace of mind that they won't miss calls, chats, and so on.

This will apply to voice and digitalClosed Any channel, contact, or skill associated with Digital Experience. interactions, as well as voicemails and work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts..

Enhancements to the CRM Integration Experience

Voice Biometrics Hub Available

Voice Biometrics Hub will be available in Agent Embedded. It will provide voice-based authentication for contactsClosed The person interacting with an agent, IVR, or bot in your contact center.. First, the contact will create a personal voiceprint, which is like their password. Then, when speaking with the agent, if their speech pattern matches the personal voiceprint, they will be automatically authenticated. Voice Biometrics Hub makes authentication easier and faster. It also prevents fraud.

Agent for Microsoft Teams

Enhancements to the CRM Integration Experience

Voice Biometrics Hub Available

Voice Biometrics Hub will be available in Agent for Microsoft Teams. It will provide voice-based authentication for contactsClosed The person interacting with an agent, IVR, or bot in your contact center.. First, the contact will create a personal voiceprint, which is like their password. Then, when speaking with the agent, if their speech pattern matches the personal voiceprint, they will be automatically authenticated. Voice Biometrics Hub makes authentication easier and faster. It also prevents fraud.

Agent Integrated

Enhancements to the CRM Integration Experience

Voice Biometrics Hub Available

Voice Biometrics Hub will be available in Agent Integrated. It will provide voice-based authentication for contactsClosed The person interacting with an agent, IVR, or bot in your contact center.. First, the contact will create a personal voiceprint, which is like their password. Then, when speaking with the agent, if their speech pattern matches the personal voiceprint, they will be automatically authenticated. Voice Biometrics Hub makes authentication easier and faster. It also prevents fraud.

API

Campaigns API Calls for Divisions

  • PUT /campaigns/{campaignId}

Skills API Calls for Divisions

  • PUT /services/v32.0/skills/{skill_id}

Dashboard

PM Widget: Game Tracker

You'll be able to use the Game Tracker, a new gamification widget for supervisors. This widget will display your agents' active and recently completed games, allowing you to monitor their progress, rankings, achievements, and game goals. It will have a card-based layout showing the agents on your team, presenting both current games and those finished in the past two weeks. The cards will adapt to different game types and will support all PM games.

Digital Experience

Digital Experience Permission Moving to Admin

The Can erase message content and user name permission lets Agent users edit message content and settings for digital 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.. Currently, you configure this permission in the Digital portal. In this release, you will instead configure it in the Adminapplication. It will appear on the Permissions tab of a selected role, on the ACD page and under the Digital Engagement section.

Guide

Improved Performance When Starting a Chat

When starting a chat, visitors may notice an improvement in the time that the Guide widget appears and the chat session begins. It should be instantaneous.

Studio

Expanded Regional Availability

Studio will be available in the Australia sovereign cloud.

voice access

Voice Attestation Implementation

All CXone Mpower-owned phone numbers will be added to the attestation database. They will also be able to receive A-level attestation. This means an indication will be sent to the recipient of the call that the caller is both authenticated and authorized to use the calling number. This will improve the answer rate of outbound call recipients.

This option is granted through STIR/SHAKEN, which CXone Mpower will support in this release. This is an FCC-required service that helps identify who's calling. It will need to be enabled for non-CXone Mpower numbers if you want this A-level attestation for your outbound calls. If it's not enabled, the numbers will receive B-level attestation by the service provider. This will indicate to the recipient of the call that the caller is authenticated, but won't verify that the caller is authorized to use the number.

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.

New Applications

CXone Mpower SmartSpeak Real-Time Translation

Admin

User Inactivity Lock

Ability to Unlock User Accounts

API

Address Book API Updates

New Agent Email Address Parameter for /{agentId} API

Maintenance of Disabled Indicator Records

Cloud Storage Services

Litigation Hold Removed

Copilot for Agents

AI Disclosure for Agent

Interaction Analytics

Update to IA API Fields

MAX

Switch to Next Available Audio Device when Primary Device Fails

Partner Applications

Tenant Access Tool

Performance Management (inView)

Dashboard

Wallboards

Gamification

Core

Coaching

Quality Management

Quality Management-related enhancements in Dashboard

Studio

Improvements to Connectors

  • Ability to adjust the layout of and add right angles to connectors

Transcription

Deepgram Renamed Transcription for Copilot