Coming Soon in the 26.1 Release

Global Changes

Menu Navigation Updates

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

New Applications

ML Model

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

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

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

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

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

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

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

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

This tool will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

ACD

Removal of the Spawn Tab from the ACD Scripts Page

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it.CR The feature is available for CXone Mpower 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. On deploy This feature is immediately available when the new release deploys to your environment.On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Admin

Tabs Added to Account Settings Page

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Remove the Marketing Panel from the Login Page

Currently, the CXone Mpower login page is split in half. One side is the login form where users enter their credentials. The other side is the marketing panel where NiCE displays promotional materials. In this release, you will be able to enable or disable the marketing panel from the Account Settings page.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Agent for Service Cloud Voice

Transfer Callbacks

Currently, agents cannot transfer callbacks in Agent for SCV. In this release, they will be able to transfer callbacks to agents, skills, queues, and external numbers. Full call context will be maintained.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Transcripts for Refused and Abandoned Calls

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

API

Configure After Contact Work at an Agent Level

You will be able to configure after contact work (ACW) settings for individual agents. This is a set amount of time at the end of an interaction, allowing the agent time to complete tasks like entering notes.

Several agent APIs will include the following new fields:

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

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

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

• PUT /agents/{agentId}

• GET /agents

• GET /agents/{agentId}

• POST /agents

• PUT /agents

Customer Request

UI Change

Breaking Change

Impacted Versions

V34

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Create Data Policy API to Support GDPR Deletion

You will be able to create GDPR_DELETION data policies with POST /policies . In the CXone Mpower UI, this type of policy is called Data Erasure.

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

APIs to Support Divisions

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

Customer Request

UI Change

Breaking Change

Impacted Versions

V34

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Hours of Operation APIs to Support Service Tokens

Currently, the GET /hours-of-operation and GET /hours-of-operation/{hoursOfOperationProfileId} APIs only support access tokens for authentication. In this release, these two APIs will also accept service tokens. This will improve flexibility and allow service-to-service authentication.

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Enable Rejection Notes and Access Draft History

Currently, if a message from a digital Any channel, contact, or skill associated with Digital Experience. channel is denied in CXone Mpower Agent, the submitting agent does not get a reason. In this release,a new API will let you add rejection notes when denying a draft and retrieve draft history. This will give agents clear feedback on why a draft was rejected and improve visibility in the approval process. It will reduce the need for side communication. Agents will access these notes and draft history directly through the API for compliance and audit purposes.

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Multiple Parallel Screen Recordings

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

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

New Error Status for Screen Recording

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

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

New Voice Biometrics Hub APIs

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

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

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

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

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

CR The feature is available for CXone Mpower 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. On deploy This feature is immediately available when the new release deploys to your environment.

New BCP Correlation API

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

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

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

New Feedback API

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

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Feedback Management

PII Masking in Survey Comments

You will be able to automatically mask personally identifiable information (PII) in survey comments using AWS Comprehend entity detection. This will protect customer data and meet GDPR and CCPA requirements. Text comments will still display, but any sensitive details will be replaced with tags like [EMAIL] or [PHONE]. This way, the context stays clear while private information is hidden.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Survey Comment Translation

You will be able to translate survey comments with Amazon Translate. This option will keep all data inside the NiCE ecosystem for Sovereign Cloud Configurations and FedRAMP compliance. Google translation remains available.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Updated Tagging Management Pages

The pages used to manage tagging groups and monitor tag instances in Feedback Management will be redesigned. This will make it simpler to set up, monitor, and maintain text analytics tagging. The redesign will include streamlined layouts to improve usability for both professional services teams managing tagging configuration, and administrators monitoring tagging activity.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Feedback Text Analysis for Sovereign Regions and FedRAMP

A new native text analytics engine will be available for Sovereign Cloud Configurations and FedRAMP environments. It will keep all data within the NiCE ecosystem. This will help deliver secure topic and sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis to meet strict compliance requirements.

Customer Request

UI Change

Availability

CR The feature is available for CXone Mpower 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. On deploy This feature is immediately available when the new release deploys to your environment.

New Feedback API

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Interaction Analytics

Support for Welsh Interactions

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

• AutoDiscovery

• Enlighten models or features

• Out-of-box annotations

• Frustration Different from negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative.

• Resolution State that allows an agent to complete work requirements after finishing an interaction.

• Including variations of word stems or plural forms in the results for search terms

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Accessibility Enhancements

Various enhancements will be made to make IA more accessible. This update will affect UI and functionalities across the following areas of IA:

• Navigation

• My Data page

• Language Model

• Categories and Category Optimization

• Search page

• Company Profile

• Voice Transcript Corrections

• Custom Sentiment

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Transcription Update in IA

The post-call transcription used by IA will be upgraded to use Transcription v11. This upgrade will increase the accuracy of transcription and expand the list of supported languages to include those supported for Continuous Stream Transcription

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

Customer Request

UI Change

Availability

CR The feature is available for CXone Mpower 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. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Partner Applications

Monitoring Gateway

Health & Monitoring Tools to be Generally Available

The following tools under Monitoring Gateway will become generally available:

• Voice Quality Metrics

• Voice Diagnostics

• Monitoring Gateway Subscriptions

• Log Reader

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Personal Connection

Improved Dialer Disposition Accuracy

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Reporting

Files Moving to Cloud Storage

Reporting files will move to Cloud Storage to improve security.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

New Regional Availability

Reporting will be available in the US East region.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Data Download Reports

Scheduled Report Queuing for All Regions

Report queuing will be available for data download reports in all regions. When you run a data download report, you will be offered the option to have the report emailed to you. If you select that option, the report will be queued. Without report queuing, high volumes of scheduled data download reports can time out during processing. With report queuing, scheduled reports will enter a queue and run successively. This will help reports run more smoothly at high volume times, like at the end of a month or quarter.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Custom Reports

Scheduled Report Queuing for All Regions

Report queuing will be available for custom reports in all regions. When you run a data download report, you will be offered the option to have the report emailed to you. If you select that option, the report will be queued. Without report queuing, high volumes of scheduled custom reports can time out during processing. With report queuing, scheduled reports will enter a queue and run successively. This will help reports run more smoothly at high volume times, like at the end of a month or quarter.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Studio

Support for Relative and Absolute Path Linking in Actions

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Voice

Fabric Connect for Voice Calls

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Workforce Management

Cognitive Load in WFM Scheduling for Concurrent Chats

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

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

In this release, the scheduling engine will factor cognitive load into how concurrent chats are modeled. The simulation will adjust contact end times and capacity based on the number of chats an agent is handling, resulting in more accurate SLA and ASA predictions when chat concurrency is in use.

This will help you better understand the true staffing needed for concurrent chat workloads and create plans that more closely align with actual agent performance and customer experience.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Visual Separator Between Days in the Schedule Manager

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Multi-Skill Requirement Breakdown in Blazing Fast Simulator

The Blazing Fast Simulator in CXone WFM will provide a clearer view of how many multi-skilled agents you actually need to meet your service goals. This will help you plan staffing more precisely, so schedules align with real-world workload, skill mix, and business targets.

Currently, it can be difficult to translate forecasted demand into the right mix and number of multi-skilled agents. Planners often have to make assumptions outside the tool, which can lead to over- or understaffing and misalignment with service level, ASA, occupancy, and shrinkage goals.

In this release, the simulator will break down staffing requirements from a workforce perspective, showing how many agents are needed across skills and skill combinations to meet your performance targets. You’ll see more realistic requirements that take multi-skill usage into account, making it easier to validate plans, adjust hiring and training, and ensure that workforce plans track to your operational objectives.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Adjust Forecasts Post-Scheduling

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

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

In this release, you’ll be able to adjust future intervals directly in the forecast flow. This will help improve accuracy, reduce manual effort, and ensure real-time alignment across all planning tools.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Active Forecast Display

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

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

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

This will support better decision-making, reduce errors, and improve operational efficiency by ensuring you know exactly which forecast is driving system behavior.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Daily AHT Visibility in Intraday Manager

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Consistent Full Day Time Off Deduction

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Agent Schedule Requests – Behavior Enhancement when in Pending Status

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

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

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

This will improve consistency, reduce rework, and help you manage agent schedule changes more efficiently.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Auto-Approval of In-Office Activities

The My Zone experience will support auto-approval rules for In-Office activities, including breaks, lunches, meetings, training, and other on-site events. This update will expedite responses to everyday schedule changes, enhance the agent experience, and reduce the manual approval workload for managers. Activities associated with Out-of-Office codes, such as extra hours, are not eligible for auto-approval.

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Configure Value for Day-Based Time-Off Calculations

The Time-Off Planning Rules configuration will provide more flexibility in calculating and deducting time off. This update will introduce options for standardizing day length for time-off planning, giving managers greater control over how absences impact balances.

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Removing EM Module and Permissions for CXone Mpower Users

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhanced Time Off Rules Supporting Multiple Activities

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

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

In this release, you’ll define a time-off rule for a specific time-off period and assign it to one scheduling unit. Each rule can include one or more activities. All configurations will be visible briefly, ensuring a simplified time-off administration process.

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Agent Filter in Simplified Time Off Summary View

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

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

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

This will streamline how you navigate large agent lists, save time when managing time off, and make it easier to answer agent- or supervisor-specific questions.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhanced WFM Reports in CXone Dashboard

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

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Exclude Future Schedules of Deactivated Agents from Adherence Reports

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

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

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Activity Comments on Schedule Manager Export

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

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

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

This will provide clearer visibility into the intent and details of scheduled activities, enhance collaboration among teams reviewing exports, and improve the accuracy and transparency of schedule reporting and analysis.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Maintain Full-Day PTO Length When Regenerating Schedules

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

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.