Coming Soon in the 24.3 Release

New Applications

Accent Matching

Accent Matching is a tool that will change an agent's voice, in real time, to a voice with an accent from an English-speaking country. This will make it easier for contacts to understand agents whose native language is not English. It will also reduce frustration and improve customer satisfaction.

Agents will be able to select a voice avatar for each call. Voice avatars will include a male and female option for different English accents. This includes Australian, British, Irish, and US English accents.

You will be able to monitor Accent Matching with: 

• An Accent Matching dashboard that shows the usage and minutes.

• Recordings of calls that use Accent Matching. This will allow you to review the accent and assess the impact of the accent on your calls. Call recording for these calls will not be enabled by default.

In this initial controlled release of Accent Matching, you will need to download an audio driver to each agent's computer.

This feature will be available later in the release cycle.

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.

ACD

Improvements to Campaigns and Agent Messaging Pages

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

• Reduced loading time

• Increased security

• Updated and modernized page design

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

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.

Browser Inactivity Timeout Setting

Currently, your system browser inactivity timeout setting can only be changed by NICE. This setting ends an agent's session in a CXone agent application when they've been inactive for a certain amount of time. In this release, you will be able to change this setting in the business unit profile using two new fields:

• Logout Agent with Browser Inactivity: Will enable the browser inactivity timeout feature.

• Browser Inactivity Timeout: Will set the timeout threshold. You will enter the number of seconds an agent can be inactive before CXone ends their session. The minimum setting will be 150 seconds, and the maximum will be 7200 seconds. Numbers outside this range will produce an error and you won't be able to save your business unit profile.

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

Channel Lock Setting for Users and Teams

Currently, agents configured in Omnichannel Delivery Mode are subject to an AND type of configuration. For example, an agent configured with a Total Contact Count of 3 can receive one voice and two chat interactions at the same time. This often leads to overworked agents.

In this release, a new Channel Lock setting will break the AND methodology by temporarily locking an agent to the channel they're currently handling. If the agent has a Total Contact Count of 3, they will now be able to treat these channels with more independence. The agent can now receive one voice OR two chat interactions, but not both at the same time. When the agent's interactions have ended, the lock will end. The agent will then be able to receive interactions from any configured channel.

This feature will allow your agents to handle time-sensitive interactions like chats and phone calls without becoming overworked.

To use this feature, you must have dynamic delivery enabled for your environment. The team or user profile you're configuring must have Omnichannel set as the Delivery Mode. User settings override team settings.

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.

ACD Channels

Ability to Use Alphanumeric SMS Codes

Currently, you can only use numeric SMS Short Message Service; also known as text messaging. codes. In this release, you will also be able to use alphanumeric codes. Alphanumeric codes will allow you to use a mix of letters and numbers in your code. Some countries, like Ireland, require alphanumeric SMS codes. This update will allow you to use SMS in more countries.

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 for Service Cloud Voice

Dispositions, Tags, and Notes

Agents will be able to add dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction., tags, and notes to calls they handle in Agent for SCV. Only one disposition per call will be allowed. Adding dispositions will improve reporting and save time. Adding tags will associate the calls with records in Salesforce.

You will need to enable Disposition for the ACD skill. For each skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, you will be able to configure a setting to require agents to add dispositions and tags to calls.

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.

Record Calls

Calls handled in Agent for SCV will be automatically recorded. The recording will be available in the Call Recording URL field of the Voice Call record in Salesforce. When clicked, the URL will open in a new window and play the recording.

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.

Support for WatchRTC SDK

Your CXone Account Representative will be able to enable the WatchRTC SDK for Agent for SCV. The WatchRTC SDK reports agents' audio quality. It identifies issues and possible solutions. This will be in addition to the current support for the WatchRTC Chrome extension.

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

Bring Data from Non-CXone ACDs into CXone WFM via JAVA SDK

A new group of APIs will let you send real-time and historical data from non-CXone ACDs to CXone WFM. The APIs will be consumed via a JAVA software development kit (SDK). These APIs will let you:

• Process data for the intraday manager and forecast generation.

• Process and store agent activity data that will be used in adherence calculation.

• Monitor connection between ACD and CXone WFM.

• Process agent activity data to display current agent activity.

• Display the current agent state The availability status of an agent.

• Get the non-CXone ACD name.

• Handle API authentication.

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.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.

Data Types Change in Responses from /dnc-groups

The data types of several fields in the GET and POST /dnc-groups API will change:

Response Field	Existing Data Type	New Data Type
dncGroupId	String	Integer
validRecords	String	Integer
isActive	String	Boolean
isRemoved	Integer	Boolean

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.

Interaction Analytics

Category Sets Moved to Language Model Page

Currently, you can configure category sets Category groupings that help you use the data for a specific purpose. Out-of-the-box category templates include Intent to Buy and Risk Aversion. (templates) under Templates > Category Templates. In this release, configuration for category templates will move to the Language Model page in IA. This will allow you to create and manage categories in one place.

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.

IA Supported in UAE

Interaction Analytics will be available in the UAE.

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.

Enhancements to Workspace and Widget Filters

Currently, workspace Named view of one or more widgets. filters override widget Graphical representation of data that meets specified filter criteria. filters and limit filtering options for widgets. In this release:

• Workspace filters will not override individual widget filter settings. For example, if you filter a widget to show chat 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. and then filter the workspace to show voice, the widget filter doesn't change.

• Workspace filters will no longer limit filter options for widgets. For example, if you filter a workspace to show voice interactions, you could configure a widget to also show chats.

This update will give you greater control over the data displayed in your widgets.

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

Priority-Based Blending with Speed to Lead Skills

Speed to lead skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge route hot leads directly to the calling queue. You will be able to blend speed to lead skills with other outbound and inbound skills. By blending these skills with other skills, contacts The person interacting with an agent, IVR, or bot in your contact center. will be more evenly distributed to agents who can help them. It will also help agents be more productive.

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.

Block Entire Contact Records After DNC Requests

Currently, when you receive a Do Not Contact (DNC) request, CXone only blocks the contact's destination. A phone number or email address is an example of a contact's destination. The contact's record remains in CXone. Agents can still contact them through another destination on their record, like a secondary phone number. In this release, CXone will be able to block the entire record of the contact if one of their destinations matches the DNC list. This update will help you stay in compliance with the FCC's one to one consent rule .

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.

Configure Ring Time Out on Manual Outbound Calls

Currently, the ring time out for manual outbound calls is set at 55 seconds. You cannot edit this time out. In this release, you will be able to edit the ring time out for manual outbound calls. The maximum ring time out will be 180 seconds. This update will allow agents to have more time to reach their contacts.

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 Skill Control Page

The outbound skill control page will be updated in the following ways:

• It will have a new look and feel similar to most pages in Admin.

• It will provide additional insight into agents, inventory, and ports.

• You will be able to click data in the table to view more specific information. For example, if you click on data in the List Inventory section of the table, you will be able to view the available contacts for that skill. You will also be able to view the agent summary for that skill.

• The notification section will be moved from the bottom of the page to the right side of the page. It will be labeled History instead of Notifications. The History section will record changes that are made on the page. The History section will reset each day at 12:00 AM.

• You will be able to drag and drop columns to different places in the table. When you refresh the page, the columns will return to their default order.

• There will be a new columns tab on the right side of the table. The tab will allow you to hide columns you don't want to view. When you refresh the page, the columns that you hid will be visible again.

• The Calls Made column will only display the total number of calls for that day. The information will reset to 0 each day at 12:00 AM.

• You will be able to modify the dialing ratio for each skill without having to go into individual skill pages. This will save you time as you make configuration changes.

• You will be able to view and update assigned ports on the page.

These updates will make it easier for you to view and modify skills.

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.

Reporting

Data Download Reports

Scheduled Report Queuing

Currently, high volumes of scheduled custom and data download reports can cause the reports to time out during processing. In this release, 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 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.

Report History Tab

Currently, the Scripts tab on the Schedule Run History Report page shows the history of scheduled data download reports. In this release, it will only contain the reports that ran before 24.3. A new Reports tab will show the scheduled data download reports from after 24.3. The Reports tab will support the differences in data caused by the new scheduled report queuing feature. The Reports tab will eventually replace the Scripts tab.

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

Scheduled Report Queuing

Currently, high volumes of scheduled custom and data download reports can cause the reports to time out during processing. In this release, 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 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

New Action: GET TAGS

A new action called GET TAGS will be available for use with digital Any channel, contact, or skill associated with Digital Experience. scripts. This action will retrieve tags from the contact The person interacting with an agent, IVR, or bot in your contact center. and the contact's messages. You will be able to use the tags in your script. For example, you could use them to make routing The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case. decisions or to branch logic trees in your script. Additionally, you will be able to memorialize the tag data to your CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories..

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.

Support for the ONDATA Action in Digital Scripts

You will be able to use the OnData action in digital scripts. This event action triggers when the script receives data from the agent via a custom form built with the RUNAPP or INDICATE actions. This update increases the flexibility of digital scripts in 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.

Support for the ONSIGNAL Action in Digital Scripts

You will be able to use the ONSIGNAL action in digital scripts. This event action triggers when the script receives communications from the SIGNAL action firing in another script, or from a web service. You can use it to start a series of script actions that depend on a specific event occurring first. This update increases the flexibility of digital scripts in 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.

Support for the ONRESKILL Action in Digital Scripts

You will be able to use the ONRESKILL action in digital scripts. This event action triggers when a contact is moved from one ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge to another. This update increases the flexibility of digital scripts in 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.

Support for the INDICATE Action in Digital Scripts

You will be able to use the INDICATE action to wake up a digital script. This action extends the agent interface with custom functionality. It adds an icon to the agent application that agents can click to initiate the custom function. In this release, you will be able to use it to trigger custom functions in digital 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.

Upgrade Prompt for Organizations with No Recent Desktop Studio Use

For organizations where Studio has not been accessed in over a year, users will see a prompt message the next time they attempt to log in to Desktop Studio. The message will direct them to use CXone Studio.

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

External Provider Timeout Setting

Currently, when a third-party virtual agent provider encounters a problem, the Studio script waits for the provider platform to resolve the issue or to send an error. This could cause the contact to wait up to two minutes.

In this release, you will be able to configure a new timeout setting called External Provider Timeout. This will allow you to set the amount of time, between 30 seconds and two minutes, that the Studio script waits for the provider platform to respond. If the timeout is reached, the script will proceed, taking the error branch. This change will help you prevent the contact from experiencing unacceptable delays during an interaction.

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.

CXone Workforce Management

Intraday: Updates to Columns in the Volume Metric

With these updates, you will be able to get more data from Intraday.

There will be two more columns:

• Received: This will indicate how many interactions were received during that interval, regardless of whether they were answers.

• Backlog: This will indicate the number of unanswered interactions from the previous interval. If an interaction started at 11:10 and an agent didn't start handling it in that interval, the interaction will be considered in the backlog for the 11:15 interval.

In addition, the Handled column will be renamed to Answered. Answered is a more accurate term because interactions are measured when an agent starts handling them.

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: Work Rules for Agents

Each agent will have a work rule assigned to them. These rules will provide more flexibility and control over your agents' scheduling. For example, you can define how many hours each agent can work per week. You will also be able to create work rules for a specific date range. This is useful for when an agent can work more or less during different times of the year, such as during the summer break.

While maintaining a flexible and adaptable workforce, work rules will help:

• Ensure compliance

• Reduce legal risks

• Improve employee satisfaction

• Promote efficient operations

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.

Adding Time Off: Removal of the Can’t Be Overwritten Option

When adding time off in the Schedule Manager, the Can’t be overwritten by the automatic scheduler option will be removed. When you create a time-off activity, it won't be overwritten if you generate a new schedule.

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.

CXone WFM Open Integration with Non-CXone ACDs

CXone WFM will enable open integration with LiveVox and non-CXone ACDs.

Supported non-CXone ACDs will include:

• LiveVox

• Twilio

• Zendesk

• Avaya CMS

• Amazon Connect

• Microsoft ACS

• Genesys Pure Cloud

The integrations will support ACDs with 15-minute intervals.

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.

Support for Outbound - Forecasting and Intraday

CXone WFM will support outbound forecasting capabilities.

With this enhancement:

• You’ll have improved control over your blended workforce. This will include both inbound and outbound interactions.

• You’ll be able to create and configure inbound and outbound skills, tailoring forecasts to your specific needs.

• Existing WEM skills can be realigned.

Forecasts will cover:

• Pure outbound skills

• Inbound skills

• Blended skills that involve both interaction types

Furthermore, outbound support will extend to Intraday Management.

This capability will support CXone ACD, LiveVox and non-CXone ACDs that are being supported with this 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.

Improved Analyst Monitoring by Exposing Received and Backlog Data on the Intraday Manager

The Intraday Manager will be enhanced by integrating additional volume insights, specifically Received and Backlog data. This refinement will provide a more comprehensive view of the interaction volume metrics. The categories to be analyzed will now include:

• Received

• Backlog

• Answered (formerly known as Handled)

The existing categories of Actual, Active, and Abandon will continue to function without change. With these improvements, managers will have a clearer understanding of volume data, enabling them to make more informed decisions for workforce management and adjustments.

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.

Improvements to Manage Requests

Managers will be able to approve or decline multi-day requests and multiple requests submitted by an agent for the same day. Enhanced filtering options will also allow for more efficient sorting and management of requests.​

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.

Release Adjustments

The Release Adjustments section describes the changes, removals, and additions made in the feature descriptions since the initial coming soon announcement for the 24.3 release.

Features Removed from This Release

This section describes product changes that were included in the initial coming soon announcement and have since been removed from this release. These will not be part of the 24.3 release but may be part of a future release.

Reporting

Data Download Reports

Email Option for Timed-Out Reports

Currently, when a data download report is run on demand and exceeds the system-wide threshold for report timeouts, the user receives a 404 error. In this release, a pop-up will ask the user if they would like the report emailed to them when it's ready. This will allow the user to continue working when a data download report doesn't finish before the defined timeout.