Coming Soon in the 25.1 Release

Removed Applications and Features

Delivery Mode Setting Removed from Users and Teams

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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

Click-to-Call

Currently, Click-to-Call is in controlled release. In this release, it will become generally available.

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

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

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Sinch SMS Option

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

Sinch will only be available in the US.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Enhanced Strategic Planner

This product will require CXone Workforce Management Premium license.

The Enhanced Strategic Planner (ESP) application will provide:

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

• Data to make informed long-term staffing decisions

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

The Enhanced Strategic Planner will include key features such as:

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

• Streamlined strategic planning by importing forecast jobs from CXone WFM.

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

• A new staffing profile in CXone WFM will allow input from customers, which ESP will use to develop long-term strategic plans.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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 Biometrics Hub

Voice Biometrics Hub will be introduced in this release. This is a new hub application that will allow you to configure and manage connections to your voice biometrics provider. Voice biometrics is an authentication method that uses the contact's The person interacting with an agent, IVR, or bot in your contact center. unique voiceprint to confirm their identity when they call.

Custom scripting will be required to integrate voice biometrics for IVRs Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. and virtual agents A software application that handles customer interactions in place of a live human agent.. There will be four new CXone Studio actions introduced in this release that will be required to complete the necessary scripting. The new actions will be called GET VOICEBIO RESULT, GET VOICEBIO STATUS, VOICEBIO AUTHENTICATION, and VOICEBIO ENROLLMENT. For more details, select the CXone Studio filter on the top right.

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

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On deploy This feature is immediately available when the new release deploys to your environment.

ACD

Improvements to Agent Messaging Pages

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

• Reduced loading time

• Increased security

• Updated and modernized page design

The URLs for these pages will also change. You will need to make sure the new URLs are on your allowlist.

• /acd/#/communication/agent-messages

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Configurable Ring Timeout in Skill Bulk Upload Form

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

ACD Routing

Least Occupied and Most Occupied Routing Evaluation

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

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Routing Attributes in COUNTAGENTS CXone Studio Action

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Active Routing Attribute Limit Increase

Currently, you can have as many routing attributes in your system as you want, but only 100 can be active at a time. In this release, you will be able to have up to 5,000 active routing attributes. This will allow you to use routing attributes on a larger scale.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Delivery Mode Setting Removed from Users and Teams

Currently, when your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment is enabled for dynamic delivery, you must select either Omnichannel or Single Contact as the Delivery Mode for a team or user. When you select Omnichannel, you can set a Total Contacts value of anything greater than 1. When you select Single Contact, you're locked into a Total Contacts setting of 1.

In this release, the Delivery Mode field will be removed. Instead, selecting a Total Contacts value of 1 will enable a single-contact experience and a value greater than 1 will enable a multiple-channel experience.

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Admin

Delivery Mode Setting Removed from Users and Teams

Currently, when your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment is enabled for dynamic delivery, you must select either Omnichannel or Single Contact as the Delivery Mode for a team or user. When you select Omnichannel, you can set a Total Contacts value of anything greater than 1. When you select Single Contact, you're locked into a Total Contacts setting of 1.

In this release, the Delivery Mode field will be removed. Instead, selecting a Total Contacts value of 1 will enable a single-contact The person interacting with an agent, IVR, or bot in your contact center. experience and a value greater than 1 will enable a multiple-channel experience.

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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 Assist Hub

Use Single WebSocket for Audio Streaming with Custom Agent Assist Endpoints

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Next Best Action Suggestions for SalesForce Assist

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

This feature will require:

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

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

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On deploy This feature is immediately available when the new release deploys to your environment.

Agent for Service Cloud Voice

Enhanced Routing

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

The setting is mandatory and enabled by default in Salesforce.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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

Interaction Analytics V2 API

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

• GET /segments/analyzed

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

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

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

  • In the response, the AutoSummary field name will change to segmentSummary.

Customer Request

UI Change

Breaking Change

Impacted Versions

V2

Availability

GA The feature is generally available (GA) for all CXone 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.

CXone Attendant

Enable or Disable Voicemail Downloading and Forwarding

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

DEVone Integrations

Floatbot

Floatbot as a Strategic Partner

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

• Self-service bots:

  • An omnichannel chat AI agent that supports generative AI Artificial intelligence (AI) technology that lets you generate new content by submitting a prompt to it. Products that use generative AI are modeled on training data. They follow patterns and structure learned from that training data. with ChatGPT and other LLM integrations. This bot also provides features like co-browsing and audio or video chat.

  • A voice AI agent that's multilingual.

• AI Agent Assistant:

  • Helps agents in both chat and voice channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. with real-time suggestions and call analytics.

  • Sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis.

  • Ability to search unstructured data and KB articles.

• General AI services:

  • Speech-to-text as a service.

  • Agent M, an LLM-based master agent framework.

Visit the Floatbot listing on the CXexchange  for more details.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Meltwater

Source Actionable Cases from Social Media

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

Visit the Meltwater listing on the CXexchange for more information.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Novelvox

Agent Accelerator

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Autopilot

Improved Deployment Experience with Pathfinder

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

To enable this feature, you will need to contact your CXone Account Representative. It will require implementation work by NICE.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On deploy This feature is immediately available when the new release deploys to your environment.

Autopilot Data Stored for Analytics

Autopilot interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. data will be stored for later use, such as for analytics and reporting. The following data will be stored: 

• Interaction transcripts Written form of a voice or digital interaction
• Conversation summaries
• Intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish and entities
• Interaction outcome Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.

This data will be captured for voice and text interactions. Data will be sent to Autopilot from the virtual agent provider.

Customer Request

UI Change

Availability

CR The feature is available for CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your CXone Account Representative. On deploy This feature is immediately available when the new release deploys to your environment.

Performance Insights with Advanced Reporting

You will be able to access additional data for Omilia Advanced Reporting through Tableau. You will be able to create multiple dashboards in Tableau to view your data and use filtering to customize the data you see. Access to your Autopilot virtual agent must be set up by your CXone Account Representative. It will require the creation of a separate account in Omilia for each user who requires access to the reporting data.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Additional Feature Support for Voice Biometrics with Autopilot (Omilia)

You will be able to use the following voice biometrics features with Autopilot (Omilia): 

• Anti-fraud
• Liveness
• Fraudster blocklist
• ANI Also known as caller ID. Listed phone number of an incoming voice call. spoofing

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Expanded Regional Availability

Autopilot will be available in the Australia sovereign cloud.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Typing Indicators in Chat

Typing indicators will be available for your Autopilot virtual agent. Typing indicators indicate to one party in a chat conversation that the other party is typing. This can help a virtual agent seem more human to the contact. To enable this feature, you will need to add a new Studio action called TYPING INDICATOR to your Autopilot scripts.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

LiveVox SIP Integration

You will be able to integrate LiveVox and Omilia using a SIP backchannel connection. This will allow you to share data, routing, and reporting between the two systems to benefit your organization. Setting up this integration will require assistance from the Professional Services teams from Omilia and LiveVox.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Enlighten Autopilot Setup in Virtual Agent Hub

You will be able to set up new Autopilot integrations using Virtual Agent Hub. Your CXone Account Representative will need to enable this option for you.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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

Digital Channel Surveys

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

This will be available for all digital channels except email.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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 UI for Report Labels Page

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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 UI for No Send Rules Page

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Interaction Analytics

Updates to Participant Filter

The participant filter will be redesigned to only appear as a filter option for the metrics Statistics you can measure to keep track of your contact center it can be applied to. Currently, the participant filter appears as a top-level filter option for all data, whether it impacts them or not. In this release, next to relevant metrics and filters, separate options will be available to include only the agent side or only the contact The person interacting with an agent, IVR, or bot in your contact center. side of interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. The following filters will support participant criteria:

• Keywords and Phrases

• Sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript.

• Categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends.

• Entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants.

• Company Profile Page in Interaction Analytics where you can create custom entities.

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Category Optimization and UI Updates

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

• Improvements will be made to accurately display all relevant keywords for category matches. By default, IA will display an increased number of terms for a selected matching interaction. You will also be able to expand the view to load even more results in the matching interaction view. Selecting more matching interactions will not replace previously selected matches. Matching interactions with duplicate tags will not display redundantly in the features list.

• When you import out-of-box categories, hover text will indicate which categories are based on terms from the company profile.

• A visual indicator will show when a sub-folder or child category is selected from the category list. This will make it easier to identify which top-level category the node you are viewing belongs to.

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

• You will be able to undo or discard unsaved changes to individual categories or entire category trees.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

UI Enhancements for Usability

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Partner Applications

Adapters

Australia and Europe Sovereign Cloud Availability

Directory Sync and Presence Sync will be available for Australia and Europe sovereign clouds.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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

Updated LERG Data

The Local Exchange Routing Guide (LERG) will be updated to comply with the North American Numbering Plan (NANP) standards. This update will improve call routing accuracy and efficiency, ensure compatibility with other compliant systems, and assist with adherence to regulatory requirements.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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

Data Download Reports

Email Manually Run Reports

Currently, when you run data download reports manually, the report may time out if it exceeds the timeout threshold. In this release, a pop-up that allows you to enter an email address will appear. If the timeout threshold is exceeded, the report will be delivered to that email address. This will ensure you receive reports that would otherwise time out.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Email Domains Allowlist

Your CXone Account Representative will be able to create an allowlist of email domains for the delivery of reports. Data download reports will only be sent to an email address if its domain is on the allowlist. This will prevent data from being sent to users outside your organization.

In this initial release, you will not be able to create the allowlist yourself.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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

Email Manually Run Reports

Currently, when you run custom reports manually, the report may time out if it exceeds the timeout threshold. In this release, a pop-up that allows you to enter an email address will appear. If the timeout threshold is exceeded, the report will be delivered to that email address. This will ensure you receive reports that would otherwise time out.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Email Domains Allowlist

Your CXone Account Representative will be able to create an allowlist of email domains for the delivery of reports. Custom reports will only be sent to an email address if its domain is on the allowlist. This will prevent data from being sent to users outside your organization.

In this initial release, you will not be able to create the allowlist yourself.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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

Routing Attributes in COUNTAGENTS CXone Studio Action

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Virtual Agent Hub

Set Up Autopilot Integrations in Virtual Agent Hub

A new option will be available in Virtual Agent Hub that will allow you to set up Autopilot integrations. The option will need to be enabled by your CXone Account Representative.

Customer Request

UI Change

Availability

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

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

The text-to-speech (TTS) options will be removed from the voice virtual agent configuration pages that appear when you add a new virtual agent A software application that handles customer interactions in place of a live human agent. integration. Instead of configuring TTS options in Virtual Agent Hub, you will be able to add a new Studio action to your scripts.

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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 Access

Click-to-Call Regional Expansion

Currently, Click-to-Call is only available in the USA. In this release, it will become available in all regions.

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

CXone Workforce Management

Enhanced Strategic Planner Integration

This feature will require a Premium License.

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

This feature will be available later in the release.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Scheduling Future Activities for Agents

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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 Configuration: Assigning Weekly Rules to Agents

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Display the Forecast that was Utilized for Schedule Generation

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Schedule Simulation for Intraday Manager

This feature will automatically re-simulate schedules every midnight to assess the impact of changes on service metrics. This proactive approach will help managers keep service levels high without needing to do it manually, making scheduling more efficient and increasing visibility throughout changes.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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 Backlog Visualization

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

Time-Off Management Enhancement

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.

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

This feature will require the Advanced License.

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone 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.