Spring 2023 Release Notes

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

Register for our Spring 2023 webinar:

These sessions will cover the coming features in more detail.

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

Global Changes

End of Support for Windows 8.1 OS

Microsoft ended support for the Windows 8.1 operating system as of 10 January 2023. Therefore, NICE CXone no longer develops or tests against Windows 8.1 as of the Spring 2023 release. Support is available only for issues experienced on supported operating systems. Support for Windows 11 64-bit was added in the last major release. Some CXone applications may differ. Check the Platform Requirements page for the CXone applications you use.

Customer Request UI Change Availability On deploy

What's New in the Online Help

Improved Workflow Automation Documentation

The Workflow Automation feature in Digital First Omnichannel now has detailed documentation for setting up each trigger, condition, and job. On many of these pages, you can also read examples of triggers and jobs that work together to accomplish a fully automated process.

Filter CXone Apps by FedRAMP Availability

The Platform Requirements page lets you filter CXone apps by whether they're available or unavailable for FedRAMP.

Removed Applications and Features

End of Support for Windows 8.1 OS

Microsoft announced end of support for the Windows 8.1 operating system as of 10 January 2023. Therefore, NICE CXone no longer develops or tests against Windows 8.1 as of the Spring 2023 release. Support is available only for issues experienced on supported operating systems. Support for Windows 11 64-bit was added in the last major release. Some CXone applications may differ. Check the Platform Requirements page for the CXone applications you use.

Customer Request UI Change Availability On deploy

Google Verified Calls Discontinued

Google is ending use of their Verified Calls feature on 31 January 2023. If you're using this feature, contacts will stop seeing the verified calls UI when they receive phone calls from your organization after that date.

Customer Request UI Change Availability On deploy

Pages Removed from Tenant Management

Two pages were removed from Tenant Management:

  • Users

  • Login Authenticators

Previously, you could create users and login authenticators in both Tenant Management and Admin. This functionality was removed from Tenant Management. You can still create users and login authenticators in the Admin application. This change helps you have a more consistent experience.

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AgentID Property Removed from Agent Assist Studio Action

The AgentId property in the Agent Assist Studio action has been hidden from the Properties list. The script now automatically populates the property with the appropriate variable name. This change reduces confusion over which variable to use.

This update is described in more detail in the Studio section of this page.

Customer Request UI Change Availability On deploy

New Applications

CXone Agent

CXone Agent is the next-generation agent application native to CXone. It enables agents to handle voice, chat, email, SMS, and digital interactions from within the same unified interface. This interface is customizable at the business unit, team, and agent level. Relevant customer data, including interaction history and any data from an integrated CRM, appears for agents to provide them with the most complete customer picture.

CXone Agent will be generally available later in the Spring release cycle, in March 2023. Currently, it is in controlled release (CR) for a select number of customers.

CXone Agent for Microsoft Teams

CXone Agent for Microsoft Teams is the next-generation agent application embedded in Microsoft Teams. Agents can handle multiple interactions in one unified interface without having to leave Microsoft Teams. The application is customizable to fit business and agent needs. It displays relevant customer data from Microsoft Teams to help agents make interactions as seamless as possible.

CXone Agent for Microsoft Teams will be generally available later in the Spring release cycle, in March 2023. Currently, it is in controlled release (CR) for a select number of customers.

CXone Agent Integrated

CXone Agent Integrated is the new browser extension agent application native to CXone. It enables agents to handle voice, chat, email, SMS, and digital interactions on one screen. This unified interface is responsive and customizable. CXone Agent Integrated also offers robust CRM integration; relevant customer data from your CRM appears inside the agent application.

This new agent application supports integration with these CRMsClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories.:

  • Microsoft Dynamics

  • ServiceNow

  • Zendesk

CXone Agent Integrated will be generally available later in the Spring release cycle, in March 2023. Currently, it is in controlled release (CR) for a select number of customers.

Adapters

Previously in controlled release, Adapters is now generally available. Adapters includes: 

  • Presence Sync—Allows you to sync agent states between the ACD app and these supported partner applications: Microsoft Teams and RingCentral.
  • Advanced Directory Sync—Lets agents consult their contacts through phone or email in a single click. Supported partner platforms are Microsoft Teams and RingCentral.

Regional availability and other limitations apply. Contact your NICE CXone Account Representative to find out if you can benefit from one or both of these Adapters applications.

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ACD

Tag, Location, and Station Profile Page Improvements

Tag, Location, and Station Profile pages have a new look and feel, but their basic functionality hasn't changed. The updated pages look more like the pages in the Admin application. The benefits of the updates include:

  • Reduced loading time.

  • Increased security.

  • A more modern page design.

  • Better ability to make significant UI and customer experience improvements.

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Contact Delivery Mode Setting Available by Default

New tenantsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment now have the Delivery Mode setting available for their ACD users and teams by default. This setting lets you specify whether a team or ACD user can handle one or multiple contacts at once. The new default lets new tenant administrators specify delivery modes on a per-team or per-agent basis without contacting CXone or changing business unit settings in their tenant.

Existing tenants keep their current contact handling settings. If you want to enable the Delivery Mode setting for your existing tenant, contact your CXone Account Representative.

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Bullseye Routing Support in APIs

Some APIs now contain bullseye routing fields. This enables you to view certain metrics and generate reports for bullseye routing.

This update is described in more detail in the API section of this page.

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Faster Return to Routing After Failover

Previously, CXone reloaded all agent data following a failover before routing resumed. With this release, CXone first loads a minimal amount of agent data after a failover. This allows routing to resume quickly and your agents to continue working sooner. CXone continues to reload all remaining agent data while routing occurs.

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Admin

Improved Way to Set Agent Availability in WEM Skills

An improved way of marking agent availability reduces user entry errors. You set when an agent is available rather than unavailable.

User experience is improved as you focus on available time rather than unavailable.

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Support for Mapping Out-of-the-Box (OOTB) ACD Events in WEM Skills

You can now map multiple agent states back to multiple activities. This gives accurate adherence scores.

The mappings are automatically updated once deployed.

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Search by Username on Employees Page

Previously, you could only search by first name and last name on the Employees page. With this release, you can search by username as well. This allows you to find your employees' accounts more efficiently.

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New Permissions for BI Reports

Nine new BI reports have been added in this release. To use these reports, enable the following permissions in Admin > Security SettingsRoles and Permissions > PermissionsReporting:

  • All reports—General BI Permissions > Report Viewer

  • Analytics Metric Comparison (IA)—BI Reports > Analytics Metric Comparison

  • Analytics Metric Trend (IA)—BI Reports > Analytics Metric Trend

  • Agent Skill Assignment—BI Reports > Agent Skill Assignment

  • Contact States by Interval—BI Reports > Contact States by Interval

  • Callback Detail—BI Reports > Callback Detail

  • Digital Agent Contact Performance—BI Reports > Digital Agent Contact Performance

  • Intraday (WFM)—BI Reports > Intraday Report

  • Skill Proficiency—BI Reports > Skill Proficiency

These reports are described in more detail in the Reporting section of this page.

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Agent Assist Hub

Google Contact Center AI Smart Reply

Support has been added for the Google Contact Center AI (CCAISmart Reply feature. Smart Reply allows CCAI agent assist applications to suggest appropriate and relevant responses to agents in real time throughout the conversation. Smart Reply responses must be set up and trained based on conversation data from your contact center. Suggestions from Smart Reply appear in the agent assist panel in the agent application. This feature saves agents the time of thinking of an appropriate response, so they can respond more quickly to contacts.

Customer Request UI Change Availability On deploy

Google Contact Center AI Confidence Scores

Google Contact Center AI now displays confidence scores with the FAQs and Smart Reply responses it shows to agents. This improvement helps agents to better determine how relevant the suggestions are to the current conversation.

Customer Request UI Change Availability On deploy

Agent Assist Studio Action Updated

The AgentId property in the Agent Assist Studio action has been hidden from the Properties list. The script now automatically populates it with the appropriate variable name. This change reduces confusion over which variables to use and when to use them.

This change is described in more detail in the Studio section on this page.

Customer Request UI Change Availability On deploy

Agent for Salesforce

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

The following features are included in version 23.0 and are planned for release in late March 2023.

Schedule Visibility Improvement for Dual WFM Integrations

If IEX WFM and CXone Workforce Management are enabled and the agent has permissions to both, agents can see their schedules from both applications in CXone Agent for Salesforce Lightning. This allows agents to see their schedules without navigating away from the agent application.

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Manual Selection for Name and Relates To Fields

When this setting is enabled in Salesforce for CXone Agent for Salesforce Lightning, it requires agents to manually select values for the Name and Relates To fields. This allows the agent to specify the input for these fields instead of limiting it to the automated value.

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Restricting Directory History

When this setting is enabled in Salesforce for CXone Agent for Salesforce Lightning, agents cannot call or transfer to numbers listed in the directory history. This reduces the possibility that the agent incorrectly transfers the contact.

Customer Request UI Change Availability On deploy

Transfer Salesforce Objects with Calls

When a call in CXone Agent for Salesforce Lightning is transferred to another agent, the Name and Relates To field values are transferred to the receiving agent along with it. This allows agents to be more efficient in handling transferred calls.

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Dutch (Netherlands) Language Support

Dutch (Netherlands) is supported in CXone Agent for Salesforce Lightning.

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Agent for Service Cloud Voice

The following features are planned for release in late March 2023.

Single Sign-On Capability

Single sign-on is available for CXone Agent for Service Cloud Voice and Salesforce. This eases the login process for users.

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Omni-Flow Support

Salesforce Omni-Flows are supported. Users have the capability to set up screen pops, data memorialization, and supervisor support using Omni-Flows.

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Launch Indicators

When you enable launch indicators using Studio scripting, agents can see them.

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Omni-Supervisor Additions

Supervisors can use listen-in and barge-in capabilities.

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API

API Updates

The Digital Engagements API has new endpoints and enhanced context regarding the authors of messages. A new authorization type is allowed in DFO endpoints. More information is available on the Digital Engagement API page on the developer portal.

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Bullseye Routing Support in APIs

Some APIs contain bullseye routing fields. This enables you to view certain metrics and generate reports for bullseye routing. Bullseye routing fields have been added to the following APIs: 

  • Reporting APIs
    • /contacts
    • /contacts/{contactId}
    • /contacts/completed
  • Real-Time Data APIs
    • /contacts/states
Customer Request UI Change Availability On deploy

Reporting API Version 27

You will be able to use a new Reporting API version. This version includes updates to the following endpoints:

  • /agents/{agentId}/performance
  • /agents/{agentId}/login-history
  • /agents/states
  • /agents/state-history
  • /agents/{agentId}state-history
  • /contacts
  • /contacts/{contactId}
  • /contacts/completed
  • /contacts/states

Full details are available on the developer portal.

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Bot Builder

Skill Store

A new section of Bot Builder called the Skill Store allows you to discover bot skills that other users have published and add them to your own bot. Each bot user can also publish bot skills with the approval of an administrator.

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CXone AppLink

CXone AppLink is not applicable to Engage QM Integrated solutions.

CXone AppLink License for Side-by-Side Recording Available in the Tenant Management Application

A new CXone AppLink license is available for side-by-side recording to use voice and screen recordings from both NICE Engage recording and CXone recording. The recordings can be used in the Quality Management, Interaction Analytics and Interactions applications. See Manage Tenants.

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Support for NICE Engage Multiple Data Center Environments

You can deploy CXone AppLink for NICE Engage Multiple Data Center (MDC) environments. See CXone AppLink.

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On deploy

Support for NICE Engage with SQL Always On

CXone AppLink supports NICE Engage with SQL Always On for on-prem and cloud deployments. See CXone AppLink.

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On deploy

New Fields in the Interactions Application

CXone AppLink users can see in the Interactions application if the source of the data is from NICE Engage. The new column headers that CXone AppLink users can see are:

  • Source

  • External Segment ID

  • External Contact ID

These fields are searchable in the Interactions applications.

See Interactions: Search and Playback.

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CXone Attendant

Search for DIDs by POC Name

You can now search for provisioned DIDs by number or point of contact (POC)Closed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. when assigning DID numbers to CXone Attendant. Previously, the DID drop-down list only allowed searching by POC number. This feature provides an improved search experience when assigning DIDs to users.

Customer Request UI Change Availability On deploy

Sort and Filter Enhancements on Messages Tab

You can now sort and filter many columns in the Messages tab, including Status, Created Date, From, and Contact ID. Previously, the Messages tab provided limited sorting and filtering capability. This enhancement makes it easier to manage a larger list of voicemails. It also allows you to perform a global search through the columns to easily find the records you're looking for.

Customer Request UI Change Availability On deploy

Delete Voicemail Messages

Previously, voicemail messages could not be completely deleted. This caused performance issues for customers with very high voicemail volumes. With this release, voicemail messages can now be completely deleted according to a time frame you set. The Voicemail Retention setting is located on the CXone Attendant tab of your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.

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CXone Recording

Interactions Enhancements

  • You can search for interactions by the evaluator who was assigned to them. A new Evaluator column is available to display in the search results table.

  • You can search for an interaction by its unique contact number. A new Contact column is available to display in the search results table.

  • The column previously named Contact ID has been renamed to Master Contact to align with ACD reports. This column displays the master contact IDClosed The master or parent ID for one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 3 or more times. related to an interaction.

  • A new icon indicates which segments are part of a complex interaction. Clicking on a segment's icon displays all its related segments in the same interaction. The metadata, QM, and analytics information for each related segment is also displayed.

See Interactions: Search and Playback.

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Recording Enhancements

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Player Enhancements

  • You can play a screen recording when the voice recording is unavailable.

  • You can play the recording for an entire interaction even when recordings for one or more of its segments are unavailable.

  • Error codes are displayed in playback error messages to allow faster resolution of recording and playback problems.

See View and Play Interactions.

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ScreenAgent Enhancements

  • ScreenAgent can record a single call for up to 3 hours (+45 minutes ACW) before it automatically disconnects. See FAQs for ScreenAgent.

  • ScreenAgent is installed with a digital signature.

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CXone Supervisor

In-App Alerts

Supervisors can now set up and receive alerts for:

  • Agent states.

  • Negative sentiments (only available with RTIG license).

While configuring alerts, supervisors can define:

  • Whether to receive alerts.

  • Whether to have an alert sound.

  • Thresholds for when to be alerted.

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Easy Access to Other Apps

Supervisors can now access the CXone Reporting and Dashboard applications from CXone Supervisor.

You can see these links depending on the licenses for your organization and the permissions assigned to you.

For more information, contact your CXone Account Representative.

Customer Request UI Change Availability On toggle

View and Manage Agent ACD Skills

There is a new Skills panel under the Skills tab in the Live Monitoring page. In this panel, supervisors can:

  • View all agents assigned to the selected ACD skills.

  • Manage agents and their proficiency scores.

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Real-Time Interaction Guidance (RTIG) Overall Customer Sentiment

Supervisors can view the overall sentiments of all ongoing interactions at a glance. This helps supervisors to focus on the problematic interactions.

This feature is only be available with RTIG license.

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CXone Workforce Management

Net Staffing Bar for the Week View

The net staffing bar is available for the Week view under the Schedule Manager page. The bar shows the staffing conditions on a particular day of the week.

Having the net staffing view for a week helps in:

  • Evaluating the staffing at a broad level.

  • Making better staffing decisions for a week.

Customer Request UI Change Availability On toggle

Support for Partial-Day Trade Requests

Agents can now enjoy expanded flexibility to choose both partial-day and full-day trades. Similar to how agents don’t always need a full-day off, they don't always want to trade a full-day schedule.

Multiple trade configurations are available to the agents for making trade requests.

Customer Request UI Change Availability On toggle

Forecasting—Editing Forecasted Volume, AHT, and Bulk Action

When editing the forecast data, you now can:

  • Select a single date or time and edit each WFM skill's forecasted volume and average handle time (AHT).

  • Target a specific volume or AHT range when bulk editing.

  • Normalize the forecast values to a new value in bulk editing.

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Manual WFM Skill Allocation

You can now define how the volume of a WFM skill is allocated to scheduling units. You can do this by defining a volume percentage for each scheduling unit.

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Digital First Omnichannel

New Studio Actions

New Studio actions are available for use in digital scripts. They allow you to: 

  • Update the status of Digital First Omnichannel cases. Possible statuses are Open, Pending, Escalated, Resolved, and Closed.
  • Send messages to a contact and not wait for a reply. This action allows you to have a script or virtual agent botClosed A software application that handles customer interactions in place of a live human agent. send messages to contacts. For example, you could use this Studio action to send contacts a greeting message.
  • Update custom fields in customer cards or in an interaction.
  • Create custom fields for contacts.
  • Add a note to a customer card.
  • Retrieve a customer record.
  • Update a digital contact with a new priority or targeted proficiency range. 

These Studio actions will be available later in the Spring 2023 release cycle.

These actions are described in more detail in the Studio section on this page.

Customer Request UI Change Availability On deploy

Auto-Close Inactive Customer Contacts

You can configure contacts to close automatically after a certain number of days have passed with no new messages. You can select the time period for the Default inactivity timeout on the Routing page. The maximum number of days you can select is 90 days. The default value for existing customers is set to 90 days. For new customers, the default is 30 days.

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Caseflow Redesign

The caseflow was redesigned to address issues with contact synchronization. This helps prevent stale states and inaccurate statuses from displaying in both Supervisor and Dashboard.

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Restrict Visible Data by Teams and ACD Skills

When a user performs a search or looks at a customer card, DFO only shows data that user is allowed to see based on views they are assigned to. These view restrictions were enhanced to restrict an agent's ability to view content by teams or ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge they are assigned to.

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Data and Report Updates

Reporting can track which agent triggered a workflow automation (WFA) event. This helps users view the complete timeline for cases and messages.

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API Updates

The Digital Engagements API has new endpoints and enhanced context regarding the authors of messages. A new authorization type is allowed in DFO endpoints. More information is available on the Digital Engagement API page on the developer portal.

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New Search Query

A new query is available to search cases. You can search for the sender email address using the query author =. This helps you find cases from a specific email address more easily.

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Enhancements to DFO Quick Replies

CXone Email Settings Improvements

The process for configuring CXone email in DFO is the same as other channels. You can:

  • See a list of all your existing CXone email channels.
  • Rename existing channels.
  • Easily toggle manual outbound email ON/OFF.
Customer Request UI Change Availability On deploy

Rich Message Settings

A new button on the Points of Contact Digital page lets you to set up rich content for all available types in a single place. This means you only have to create a rich message once instead of configuring a separate one for each channel. Not all rich content types are supported for all channels. Rich content already created under TORM (Quick Replies, List Picker, and Rich Links) appear in the new Rich Message Settings. Other rich content that has already been created for Apple Messages for Business does not appear on the Rich Message Settings page.

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Quick Replies Available in Rich Message Settings

Quick replies (now quick responses) were previously supported for use in APIs and with bots in WhatsApp and Apple Messages for Business channels. With this release, you can configure quick responses in Rich Message Settings for WhatsApp, Apple Messages for Business, and Facebook Messenger.

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Rich Links (TORM)

Rich links allow you to configure links that agents can send to contacts to appear with an image, title, and subtitle. The ability to send rich links was added to Google Business Messages, WhatsApp, Facebook Messenger, and Apple Messages for Business.

Customer Request UI Change Availability On deploy

List Picker (TORM)

List picker displays a list of items and can include descriptions and images for items as well. The list picker functionality was added to Google Business Messages, WhatsApp, Facebook Messenger, and Apple Messages for Business. Agents can use these channels to send lists that contacts can select from. This helps contacts communicate their needs more quickly.

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Chat Window Independent from Agent Availability

Previously, the chat window was only displayed if there were agents online. Now, you can display the chat window even if no agents are available. Specific configuration in Workflow Automation proactive actions and Guide, or in the JavaScript API, make this happen. When the contact starts a chat, they are added to the queue as normal.

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New Look and Feel for Workflow Automation Conditions

The interface for adding conditions in Workflow Automation has been updated to provide a more streamlined experience.

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IEX WFM Integrated

Add-On: Employee Engagement Manager

Employee Engagement Manager (EEM) is a purchasable add-on for IEX WFM Integrated that supports schedule flexibility and enhances agent satisfaction in the contact center. It is now generally available for organizations using IEX WFM Integrated. EEM offers significant benefits for all contact center roles.

EEM empowers agents to view and change their schedules from the convenience of any browser or from a smartphone app. Schedule-change options are matched to individual agents based on their WFM skills, preferences, and availability.

For supervisors, EEM provides a dashboard to keep an eye on agent login activity, schedules, and availability for schedule adjustments. It also makes it easy to communicate with agents, other supervisors, and WFM administrators via instant messaging.

WFM administrators can use EEM to analyze performance indicators and staffing level variances in real time. EEM also provides proactive recommendations when staffing adjustments are indicated.

Employee Engagement Manager automatically updates IEX WFM Integrated with schedule changes it receives. It enables you to automate and optimize up to 80% of your contact center’s manual intraday management processes. For more information on enhancing your IEX WFM Integrated system with Employee Engagement Manager, contact your CXone Account Representative. A minimum of 300 seats is required for this add-on.

Interaction Analytics

More Filters for Search Page

The Search page has new filter options that you can use to search all of your available data. You can search by language, company profile terms, categories, and some commonly used metrics.

Customer Request UI Change Availability On deploy

Enhancements to Auto-Suggestions

When you add a metric to a dataset, category, widget, or filter, a list of auto-suggestions appears. This list has been updated to remove auto-suggestions that are not helpful.

Customer Request UI Change Availability On deploy

Reporting Updates

  • Enhancements to the Category Statistics Report—Incorrect calculations for Average Duration and Average Silence are hidden at the dataset, category, and team level.

  • New BI Reports:

    • Analytics Metrics Comparison—This report allows you to compare analytics metric data between two time periods you select. This allows you to compare trends between individual metric types for agents or teams.
    • Analytics Metric Trend—This report allows you to analyze metric trends in your data over a selected period of time. This allows you to compare trends between different teams.

    These updates are described in more detail in the Reporting section on this page.

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Language Support for European Spanish and Dutch

Users can analyze interactions in European Spanish and Dutch (Netherlands) in addition to interactions in English, French, German, Brazilian Portuguese, Canadian French, and Spanish. You can create separate datasets for each of these languages; that is, one language per dataset.

When you add European Spanish or Dutch (Netherlands) analysis to Interaction Analytics, a drop-down for language is available for dataset creation and for category and workspace templates. To support datasets in European Spanish and Dutch (Netherlands), you can create custom categories, sentiments, and entities. Selected widgets and filtering capabilities also support these languages.

Each language in addition to English is a purchasable add-on. Ask your CXone Account Representative for more information.

AutoDiscovery, Enlighten features, out-of-the-box annotations, and certain widgets are not supported in European Spanish or Dutch (Netherlands).

Customer Request UI Change Availability On deploy

Sales Effectiveness Enlighten Model

If you have the Interaction Analytics Premium Package and the Enlighten Sales Effectiveness Package, you can use this new model to assess sales performance. This model includes 10 metrics for agent behaviors related to sales, such as Overcome Objections and Likelihood to Buy. These metrics have been added to the Enlighten Summary Widget and the Enlighten Behavioral Metrics Widget. You can also use them to filter widgets and workspaces, and to create categories. You can also view them when you drill down into individual interactions. These metrics are available to export to CSV.

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Localization

The UI for Interaction Analytics displays in the same language as the user's default browser settings. If a language is not supported, the default display language is English. Areas of the application that are configurable, such as dataset names, category names, and widget names, are not translated. Supported languages include:

  • Canadian French

  • Dutch (Netherlands)

  • French

  • German

  • Japanese

  • Brazilian Portuguese

  • Spanish

Customer Request UI Change Availability On deploy

Change Default Language for Transcriptions

You can specify the default language for interaction transcriptions. This is helpful if your call center mostly uses a language other than English. You can only select one language as the default. The default is set to English if no language is selected. Ask your CXone Account Representative to help you take advantage of this new feature.

Customer Request UI Change Availability On deploy

MAX

Manual Fax Override

You can enable a manual fax override button for Personal Connection calls. This quickly marks the numbers as fax machines.

This is described in more detail in the Personal Connection section of this page.

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Dutch (Netherlands) Language Support

Dutch (Netherlands) is supported in MAX.

Customer Request UI Change Availability On toggle

Voice Quality Metrics Integration

You can collect Voice Quality Metrics data for agents using Integrated Softphone in MAX. Voice Quality Metrics is an application for near real-time monitoring of the quality of voice calls in CXone. You can use the application to discover, diagnose, and troubleshoot call quality issues for contact and agent call legs.

If you don't currently use Voice Quality Metrics and would like to add it, talk to your CXone Account Representative.

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Manual Accept

When this setting is enabled, agents who are on an active voice connection in MAX have to manually click Accept or Reject for any incoming contacts. This allows agents to have complete control over when or if to accept incoming contacts. This feature will be available later in the Spring 2023 release cycle.

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Partner Applications

Tenant Management

Pages Removed from Tenant Management

Two pages were removed from Tenant Management:

  • Users

  • Login Authenticators

Previously, you could create users and login authenticators in both Tenant Management and Admin. This functionality was removed from Tenant Management. You can still create users and login authenticators in the Admin application. This change helps you have a more consistent experience.

Customer Request UI Change Availability On deploy

Voice Quality Metrics

Monitor Quality of Service on WebRTC Agent Leg

Previously, Voice Quality Metrics only monitored all SIP Closed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. voice traffic. Now, you can monitor an agent's WebRTC sessions. This provides you additional data such as the Internet service provider (ISP), location, average bitrate, average RTT, and other unique data specific to the WebRTC protocol.

Customer Request UI Change Availability On toggle

Extended Data Retention

You can select a date range of up to the last 30 days to view calls. Previously, you could only see calls for a tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment for the last seven days.

This feature allows you to monitor and troubleshoot data with a longer retention period, as well as potentially compare between weeks.

Customer Request UI Change Availability On toggle

Expanded WebRTC Data Elements with Filter and Export Capabilities

With the new ability to monitor agent’s WebRTC sessions, 14 relevant metrics have been added to the existing 32.

You can see the following data elements added as columns to the grid:

  • Agent Console

  • Agent Console Version

  • Average Bitrate (KBPS)

  • Average RTT (MS)

  • Browser

  • Call Setup time

  • Connection Type

  • ISP

  • Location City

  • Location Country

  • Media Transport

  • Operating System

  • OS version

  • SDK Version

You can also filter the metrics and export them as a CSV file. This feature enables you to have more visibility on WebRTC metrics.

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Filter Enhancements

The filter window has been enhanced to group both the current and new filter metrics into four different categories:

  • Quality of Service (QoS) Metrics

  • Call Attributes

  • ACD Attributes

  • Web Attributes

This shortens the process of filtering data and improves the user experience by making it easier to find the right filter metric.

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Integration with Call Quality Explorer

There is a new link for the Call Quality Explorer (CQE) report in the Call Details and Associated Contacts tab. This opens CQE in a separate tab. With this feature, you can quickly access the call's associated contact ID, call events, and mega ladder, which can help you troubleshoot voice quality issues.

You must enable CQE in Reporting permissions to see the link.

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Personal Connection

Improved Voicemail Laydown Accuracy

CXone can now deliver a voicemail when it reaches a voice mailbox with a greater than 85% success rate. It applies a disposition to show whether the voicemail was left successfully. This update increases the number of successfully completed agentless interactions.

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Incorporate Canadian Postal Codes in the Regional Lookup

CXone can now locate time zones from a phone number prefix or Canadian postal code. This information is used to comply with regulations regarding what time of day calls can be made to contacts.

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Viewable and Modifiable Proactive XS Settings in Skill Management

From the Skill Management page, you can see whether Proactive XS interactions are currently active. You can also make changes to them from the same screen. This enables you to easily see the status of your Proactive XS-enabled Personal Connection ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge and quickly adjust incorrect settings.

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Priority Blending with Omnichannel Session Handling (OSH)

You can now activate priority blending within an OSH environment.

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Manual Fax Override in MAX

You can enable a manual fax override button in MAX. This helps agents quickly dismiss a call they identify as a fax machine and allows them to move on to the next call faster. To enable the button, set Call Progress Analysis to Classify or Classify with Answering Machine Detection and select Fax in the CPA Management parameters page.

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Quality Management

New Options for the Evaluation Form Template Header Field

You can now add fields in the evaluation template headers of:

  • Evaluator Name

  • ACD Skill Name

The Contact ID column was not searchable in Interactions. It has been replaced by the Master Contact column that is searchable.

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Role-Based Access for Evaluation

Depending on the Evaluation view assigned to you, you are able to see restricted teams and users in:

  • Quality Plans

  • My Tasks

  • Quality Plan Distribution

  • Plans Monitoring

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CXone Multi-Path and Side-by-Side Recording Supported in Quality Plans

Recordings from CXone AppLink Side-by-Side in CXone and NICE Engage can now use the Quality Management platform to support their quality activities, including quality plan distribution.

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Additional Filters in Quality Manager Reports

In the Quality Manager BI reports you can filter by:

  • Specific agents

  • Interaction date

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Accessibility

The Quality Manager My Zone pages have an improved experience for users with visual impairment.

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BI Report Enhancements

Real-Time Interaction Guidance

New Guidance Behaviors and Alerts for Sales Effectiveness

A new set of guidance behaviors and alerts to promote sales effectiveness is now available in Real-Time Interaction Guidance. The new guidance behaviors and alerts allow you to give your agents insight into how likely their contacts are to make a purchase. You can assign the new guidance behaviors and alerts to Real-Time Interaction Guidance profiles. For each profile, you can choose either the customer satisfaction behaviors or the new sales effectiveness behaviors. Each profile supports one set of guidance behaviors and alerts. With the new set of behaviors, you can give your agents a tool that can help increase the number of sales they make.

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Sentiment Score in CXone Supervisor

Supervisors can now track sentiment scores for all live agent calls in real time. The sentiment score appears as an icon beside the phone number in the Contact column on the Live Monitoring page in CXone Supervisor. The icon changes in real time to reflect an agent’s performance during a call. This makes it easier for supervisors to monitor if an agent needs coaching during a call. In addition, supervisors can create alerts when a call is below a configurable sentiment threshold to highlight a call that may require attention.

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Support for More Concurrent Agents and Supervisors

Previously, Real-Time Interaction Guidance (RTIG) supported up to 5,000 concurrent agents and 500 supervisors. Starting with this release, RTIG can now support up to 6,000 concurrent agents and 600 supervisors. This allows you to use RTIG with more agents and supervisors at the same time.

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Reporting and Dashboards

API Version 27

You can use a new Reporting API version. This version includes updates to the following endpoints:

  • /agents/{agentId}/performance
  • /agents/{agentId}/login-history
  • /agents/states
  • /agents/state-history
  • /agents/{agentId}state-history

Full details are available on the developer portal.

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Business Intelligence (BI) Reports

Agent Skill Assignments Report

This report shows the ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge each of your agents is assigned to. It also shows the agent's proficiency for each skill and their overall average skill proficiency.

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Bot Builder Tab in CXone Billing Report

The Bot Builder tab in the CXone Billing report shows Bot Builder usage data. It shows a breakdown of Bot Builder users by day and for the last 12 months.

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Contact States by Interval Report

This report displays the number of contacts that have been in each state, sorted into time intervals. These intervals are in minutes or seconds.

Customer Request UI Change Availability On deploy

Callback Detail Report

This report provides more insight into contacts that experienced a callback state. You can see the number of callbacks by day or month. You can also view callback intervals by ACD skill. This report helps you see how quickly you address callbacks and identify areas to improve.

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Digital Agent Contact Performance Report

This report displays information for digital skills and metrics specific to digital contact handling. It includes metrics for Avg First Response Time, Avg Agent Response Time, Avg Handle Time, Avg Focus Time, Avg Customer Responses, and Avg Agent Responses.

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Skill Proficiency Report

This report provides insight into agent proficiencies for all ACD skills. It displays the average proficiency of all agents assigned to an ACD skill. Proficiency levels are ranked from 1-20, 1 being considered the highest or most proficient in that ACD skill. The report also shows the number of agents at each proficiency level for each ACD skill. You can drill down into each ACD skill by clicking Skill Name or Skill No.

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RTIG Report Enhancements

  • CSAT metrics have been renamed to Behavior Scores.

  • Behaviors and Phrase Alerts are split into two separate grids to give a more detailed look at RTIG performance.

  • A new tab called By Contact allows you to view Behaviors and Phrase Alerts by contact.

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New Interaction Analytics Reports

  • Analytics Metric ComparisonThis report allows you to compare analytics metric data between two time periods. You can easily compare trends between individual metric types for agents or teams. You can select different metrics such as Average Duration, Total Duration, and Average Silence. You can also view any analytics metric by Category, Team, or Agent. You can navigate to more interaction details from the Interactions Trend graph in the report.

    To use this report, enable the Analytics Metric Comparison permission. In CXone, go to Admin > Security > Roles and Permissions > Permissions . The permission is under Reporting > BI Reports.

  • Analytics Metric TrendThis report allows you to analyze metric trends in your data over a period of time. You can easily compare trends between different teams. You can select different metrics such as Average Duration, Total Duration, and Average Silence. You can also view any analytics metric by Category, Team, or Agent. You can navigate to more interaction details from the Interactions Trend graph in the report.

    To use this report, enable the Analytics Metric Trend permission. In CXone, go to Admin > Security > Roles and Permissions > Permissions . The permission will be under Reporting > BI Reports.

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CXone Quality Management BI Report Enhancements

New WFM Intraday Report

The Intraday report displays weekly forecasted data by WEM skills. This helps managers compare the actual data with the forecasted data and identify areas that need improvement.

To use this report, enable the Intraday Report permission. In CXone, go to AdminSecurityRoles and Permissions > Permissions. The permission is under ReportingBI Reports.

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Notifications for Excess Usage of BI

You are allowed to have 10% of users in your system access BI reports at no additional charge. With this release, a notification is sent to administrators when 9% has been reached and again when 10% has been surpassed. To turn on these notifications, enable the Report Usage Notification permission.

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Data Download Reports

Improved Scheduling

CXone has adopted a new back-end tool for scheduling data download and custom reports. This is being built to support a future reporting queue.

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Prebuilt Reports

Column Name Change in Billing Report

The Time column in the Billing report has been renamed to Date to better reflect the data.

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Updates to Contact History Report Filters

While applying filters to the Contact History report, you can:

  • View Team ID numbers after the team name.

  • Search for teams.

  • Exclude inactive agents, skills, and teams.

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Custom Reports

Custom Reporting Tool Tips

Various tool tips have been added to Custom Reporting. If you hover over a blue question mark, information pops up to explain more about terms and features you're using.

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SmartAssist Powered by Amelia

Support for Amelia Version 5.6.3

SmartAssist has been updated to support Amelia version 5.6.3. You can download the release notes for this version of Amelia in PDF format.

This feature will be deployed to all SmartAssist customers in advance of the Spring 2023 release. The current target date is January 2023.

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Studio

Agent Assist Studio Action Updated

The AgentId property in the Agent Assist Studio action has been hidden from the Properties list. The script now automatically populates the property with the appropriate variable name. This change reduces confusion over which variables to use and when to use them.

No action is required from you to update your scripts. If you have an existing script that uses a different variable from the recommended ones, the system will automatically update your script when the Spring 2023 release is deployed to your cluster. It will replace the variable you use with the recommended, default variable. The default variables are {agentId} for inbound scripts and {__agentId} for outbound scripts.

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New Studio Actions for Digital First Omnichannel

New Studio actions are now available in Studio for use in digital scripts. They allow you to: 

  • Update the status of Digital First Omnichannel cases. Possible statuses are Open, Pending, Escalated, Resolved, and Closed.
  • Send messages to a contact and not wait for a reply. This action allows you to have a script or virtual agent botClosed A software application that handles customer interactions in place of a live human agent. send messages. For example, you could use this action to send contacts a greeting message.
  • Update custom fields in customer cards or in interactions with a contact.
  • Create custom fields for contacts.
  • Add a note to a customer card.
  • Retrieve a customer record.
  • Update a digital contact with a new priority or targeted proficiency range. 

These Studio actions will be available later in the Spring 2023 release cycle.

Customer Request UI Change Availability On deploy

Virtual Agent Hub

Background Noise Handling for Voice Interactions

new configuration setting has been added for use in virtual agentClosed A software application that handles customer interactions in place of a live human agent. scripts for voice channelsClosed A way for contacts and agents to interact, such as voice, email, chat, social media, and so on.. The setting improves user experience when the contact is in a noisy environment. Previously, if the virtual agent detected a lot of background noise, it may have had a hard time telling the difference between the contact speaking and other sounds on the call. It sometimes incorrectly interpreted the sound as silence and treated the call as if the contact had not responded. This was an issue particularly when the barge-in feature was enabled.

To prevent this outcome, you can now set a new timeout parameter in your script. This parameter, maxUtteranceMilliseconds, starts a timer as soon as the virtual agent detects audio on the call. When the timeout limit is reached, the virtual agent attempts to determine the contact's intentClosed The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish from the captured audio. If it's able to determine an intent, the virtual agent sends a response. If it isn't able to determine an intent, the virtual agent does one of the following:

  • If it can detect that the contact is speaking but couldn't understand them, the virtual agent responds appropriately. For example, it might ask the contact to repeat themselves.
  • If it cannot detect that the contact was speaking, the virtual agent treats the interaction as if the contact has timed out.

This feature will be deployed to all Virtual Agent Hub customers in advance of the Spring 2023 release. The current target date is January 2023.

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Voice Access

Google Verified Calls Discontinued

Google is ending use of their Verified Calls feature on 31 January 2023. If you're using this feature, contacts will stop seeing the verified calls UI when they receive phone calls from your organization after this date.

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Workforce Intelligence

Rule Execution Frequency Changes

Existing rules that use the Automatic setting are automatically changed in the following ways when this release is deployed to your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment:

  • The Frequency value is set to Minute.

  • The Every value is set to .01.

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Release Adjustments

These features are adjustments to those previously announced.

Changed Features

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

Reporting and Dashboards

API Version 27

This feature was previously announced as a new API version including updates to the following endpoints:

  • /agents/{agentId}/performance
  • /agents/{agentId}/login-history
  • /agents/states
  • /agents/state-history
  • /agents/{agentId}state-history
  • /contacts
  • /contacts/{contactId}
  • /contacts/completed
  • /contacts/states

Instead, it now includes updates to only these endpoints:

  • /agents/{agentId}/performance
  • /agents/{agentId}/login-history
  • /agents/states
  • /agents/state-history
  • /agents/{agentId}state-history

Full details are available on the developer portal.

CXone Quality Management BI Report Enhancements

  • Replaced category—This feature was previously announced as a new category added to the Evaluation Analysis report that would show the number of evaluations where the evaluator was replaced. Instead, it is a category added to the Evaluator Analysis report that shows the number of interactions the evaluator requested a replacement for.

Features to Be Released at a Later Date

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

Agent for Service Cloud Voice

Real-Time Transcription Support

Real-time transcription will be available. Transcription will be dependent on the use of APIs. If you have questions regarding transcription set up, contact your CXone Account Representative.

CXone Workforce Management

Multi-Factor Authentication for the Mobile App

The mobile app will support multi-factor authentication for agents when logging in. This authentication will be set at the organizational level, providing enhanced mobile app security.

Reporting and Dashboards

Conformance Metrics in WFM Adherence Report

The Adherence report will include conformance metrics. These metrics will show the amount of time agents spent in different scheduled activities. This will help managers evaluate agent productivity by day, week, or month.

Features Added to This Release

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

New Applications

Adapters

Digital First Omnichannel

Quick Replies Available in Rich Message Settings

Quality Management

BI Report Enhancements

Evaluation Status Filter and Column

Reporting and Dashboards

CXone Quality Management BI Report Enhancements

Evaluation Status Filter and Column