Coming Soon in the 26.2 Release

Omnichannel Routing (ACD)

Allow or Prevent Transfer to an Omnichannel Routing (ACD) Skill Based on Hours of Operation

Currently, agents can transfer an interaction to an Omnichannel Routing (ACD) skill even if that skill's hours of operation are set to closed. In this release, you will be able to configure voice 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 Omnichannel Routing (ACD) skills.

Customer Request

UI Change

Availability

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

Advanced Routing

Agent Capacity Rules

Agent capacity rules will let you create profiles that control which 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. types agents can receive based on what they’re already handling. This will help you prevent disruptive combinations, such as blocking new voice or chat contacts while an agent is on a complex interaction. It will also help you fine-tune concurrent routing behavior without changing Studio scripts.

Customer Request

UI Change

Availability

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

Updated Default Number of Password Attempts for Login Authenticators

Currently, when you configure a login authenticator, the default number of incorrect password attempts is 10. In this release, the default will be changed to six. The range you can choose from is still three to 10. This change only applies to new login authenticators. Existing login authenticators will not be affected.

Customer Request

UI Change

Availability

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

New Regional Availability

Agent Assist Hub will be available in the US East (NA3) region The location in the world where your NiCE CXone deployment is hosted. For current regions, see the Platform Availability page..

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all NiCE 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 Workspace for Salesforce Voice (Agent for Service Cloud Voice)

Call Disconnect Notification

When a call disconnects, Agent Workspace for Salesforce Voice (Agent for Service Cloud Voice) will display a visual notification to the agent. This will happen when the agent Contact center employee who interacts directly with customers through inbound or outbound communication channels (voice, digital, or omnichannel). hangs up, when the contact The person interacting with an agent, IVR, or bot in your contact center. hangs up, or when the call drops due to network or system issues. The notification will appear about one second after the call ends. It will not show during an active call. It will stay visible during after-call work (ACW) State that allows an agent to complete work requirements after finishing an interaction., when used. The notification will show the exact disconnect reason if available.

Customer Request

UI Change

Availability

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

Wait Time Indicators for Queues

When an agent starts a warm or cold transfer to a queue Digital Experience (DX) equivalent of a skill; routes each contact to an agent assigned to handle that type of contact., Agent Workspace for Salesforce Voice (Agent for Service Cloud Voice) will show how busy each queue is. The queue's wait time will appear in parentheses next to the queue name. Available queues will not display a wait time indicator.

The status indicators will refresh every few seconds. They will help agents pick the best queue for the contact, reducing failed or repeated transfers and lowering handle time.

Customer Request

UI Change

Availability

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

After-Call Work Duration and Countdown Timers

When a call ends and the agent enters after-call work (ACW) State that allows an agent to complete work requirements after finishing an interaction., timers will show:

• How long the agent has been in ACW.

• How much ACW time remains, if ACW has a configured limit.

They will appear for both inbound and outbound calls.

Customer Request

UI Change

Availability

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

Improvements to Conferencing

The Add Caller and New Call options that appear during a conference call will be more intuitive. When an agent uses Add Caller and the consulted party answers, the system will automatically join all call legs into a single conference. The agent will no longer need to manually merge the calls. When an agent selects New Call, the system will start a consult Allows you to speak privately to a new party before adding them to a conference. call to the new party. It will put the original call on hold while the consult call is active.

Customer Request

UI Change

Availability

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

New Enable Audit API

A new API called Enable Audit will be available. You will be able to use this API to retrieve detailed audit records for reporting and compliance.

Customer Request

UI Change

Breaking Change

Impacted Versions

v1

Availability

CR The feature is available for NiCE 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 Account Representative. On deploy This feature is immediately available when the new release deploys to your environment.

Permission API to Return All Tenant License Information

Currently, the Permission API returns the enabled permissions and the licenses associated with those permissions. With this release, the Permission API will return the enabled permissions as well as all licenses enabled in the tenant. Any consumer of the API should verify both the permission information and the license information, rather than relying solely on license data.

If consumers continue to infer permissions only based on what the Permission API returns, the expanded license list returned by this change will cause the logic to miscalculate permissions and grant users excessive data visibility. To avoid this risk, you will need to update your implementations to drive RBAC decisions from the permission set, not from the license list alone.

The affected API is: {{url}}/authorization/v1/role/permissions

Customer Request

UI Change

Breaking Change

Impacted Versions

v1

Availability

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

Media Download API

The new Media Download API will be available. You will be able to use this API to bulk export voice or screen recordings. This API will be available to new NiCE CXone users only.

Customer Request

UI Change

Breaking Change

Impacted Versions

v1

Availability

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

InteractCX

Pricing Updates

The pricing model for InteractCX will be updated.

Customer Request

UI Change

Availability

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

Pindrop

Pindrop Pulse for Meetings

The Pindrop Pulse for Meetings integration will be available for partners. It will provide protection against AI-powered deepfake attacks using deepfake detection, voice similarity technology, and geolocation intelligence. It will be available for Zoom, WebEx, and Microsoft Teams.

Pindrop Pulse for Meetings will be licensed separately per user.

Customer Request

UI Change

Availability

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

Knowledge Management (Expert)

Webhooks

This feature will provide real‑time notifications for defined events within a site, such as page creation, user updates, and file changes.

Customer Request

UI Change

Availability

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

Auto Description for Media Manager Files

This feature will automatically generate a description for each file uploaded to Media Manager.

Customer Request

UI Change

Availability

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

Pinned Pages Enhancements

This feature will add sorting options to the Pinned Pages list, including alphabetical sorting and sorting by most recently added. It will also add an update indicator to show when a pinned page has changed.

Customer Request

UI Change

Availability

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

Site Speed Enhancements

This feature will include performance optimizations that reduce page load times across the site.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all NiCE 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. for new sites only

OIDC Preferred Usernames

This feature will display preferred usernames from the OIDC identity provider instead of GUID‑based identifiers. The preferred username will appear throughout the UI, including toolbars, Control Panel areas, reports, and exports.

Customer Request

UI Change

Availability

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

New Enable Audit API

A new API called Enable Audit will be available. You will be able to use this API to retrieve detailed audit records for reporting and compliance.

Customer Request

UI Change

Availability

CR The feature is available for NiCE 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 Account Representative. On deploy This feature is immediately available when the new release deploys to your environment.

Workforce Management (CXone)

Staffing Requirement Calculation with Ready Time Adjustment

In version 26.2 and later, staffing requirements in Forecasting > Staffing Simulation will be more accurate. The simulation will incorporate agent Ready Time into the staffing logic, so the requirement numbers will more accurately reflect how your contact center will operate.

The calculation will also use your configured skill groups, which will improve accuracy in multi skill environments. Because the simulation will follow a more realistic handling model, you will see higher required agent counts than before.

To benefit from the improved logic, staffing must be recalculated. If schedules are already published, you will re run Staffing for the active job. If the schedules have not yet been published, you will either update the existing job or run a new one. Until you recalculate staffing, existing jobs will continue to show the old requirement values.

Customer Request

UI Change

Availability

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

Edit and Delete Existing Future Activities in Schedule Manager

In Schedule Manager, you will be able to review, edit, and delete existing future activities from a single place. This will help you keep your future activity plans accurate.

Currently, when you create future activities, you cannot view or edit them all in one list or update them in a controlled way.

In this release, previously defined future activities will be available in an editable list. You will be able to modify or delete future activities you no longer need, improving efficiency and reducing the time it takes to adjust them.

Customer Request

UI Change

Availability

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

Customize Activity Colors in Activity Codes Page

In Setup > Activity Codes, you will be able to choose custom colors for your activity codes and see them applied in Schedule Manager. This will help you quickly distinguish different activities of the same type on schedules without relying only on text or hover.

Currently, activity codes of the same type (such as Busy, Break, Open, Out of Office, or On Call) share a single system-defined color. In the Schedule Manager grid, these activities often look the same, and you need to hover over or read the labels to understand which activity you are viewing. It is also not clear when color changes made in Activity Codes will appear on the schedule.

In this release, you will have the option to select a default or custom color when you create or edit an activity code on the Activity Codes page and display the Activity code names within Schedule Manager. These custom colors will appear across Schedule Manager.

My Zone, Requests, RTA, and other WFM pages will update in the upcoming 26.3 release. Some categories, such as Organization Closed and Unavailable, will continue to use their system-defined default colors. This will make it easier to visually distinguish activities, review schedules more quickly, and support future enhancements that rely on clear activity visuals.

Customer Request

UI Change

Availability

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

Enlighten Actions Copilot - New WFM Query Support

In an upcoming release, Enlighten Actions Copilot will add WFM focused Q&A capabilities. This will provide a new type of workforce insight, helping managers review performance trends and plan upcoming days with more confidence.

Currently, Enlighten Actions Copilot does not offer dedicated, curated WFM questions. Managers have limited support in Copilot for reviewing workforce performance, adherence patterns, and historical staffing trends based on WFM reporting data.

In this release, Enlighten Actions Copilot will support a curated set of WFM questions that use reporting data (not real time Intraday data). These questions will be well-suited to performance evaluation, adherence pattern analysis, and historical trend review. They will be available wherever the main Enlighten Copilot experience is accessible, based on permissions.

Customer Request

UI Change

Availability

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

Embedded Copilot Q&A in WFM Intraday Manager

In an upcoming release, a Copilot Q&A panel will be embedded in Intraday Manager, so managers can ask supported WFM questions directly from the intraday view without switching pages.

Currently, managers must leave the Intraday page to use Copilot for WFM questions, which increases context switching and makes it harder to review intraday data and Copilot insights side by side.

In this release, you will open the Copilot panel from the Intraday header and ask WFM prompts (the same set as in Enlighten Copilot; permissions enforced). Answers will be based on Snowflake reporting data (not real‑time intraday), which is ideal for performance evaluation and planning.

This will provide faster insight with less context switching and help you diagnose recent adherence and coverage patterns and prepare for upcoming days, all within the Intraday page.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all NiCE 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 Optimization with Predictive Extra Hours

You will be able to run an on demand optimization in Schedule Optimization > Plans that proposes extra hours for eligible agents. The optimizer will evaluate interval level staffing gaps, agent skills, multi skill leverage, and daily and weekly hour limits, and will suggest extending shifts at the start or end where it will have the greatest impact.

This will help managers quickly identify the most effective agents to extend without manually checking hour balances, skill fit, or coverage needs. After you review the proposed extensions on the Plans page, you will apply them directly to schedules.

Currently, when you need extra hours to cover demand, you often rely on manual judgment or approval rules to decide which agents' shifts to extend and by how much. It is hard to balance skill needs, existing schedules, and labor constraints, such as maximum hours per day or week. This increases the risk of non-compliance and can result in inefficient use of multi-skilled agents.

In this release, optimization will support only Extra Hours. Running both Break and Extra Hours optimizations for the same job is not yet available and will be supported in a future release.

Customer Request

UI Change

Availability

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

An Inclusive My Zone – My Schedule Experience with Embedded Accessibility Compliance Standards

On the My Zone > My Schedule page, CXone WFM will include significant accessibility improvements to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs. These changes will help ensure that more users can view and manage their schedules, requests, and activities with confidence.

Customer Request

UI Change

Availability

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

Informative, Activity Context Notifications for Clear Schedule Updates

Currently, multiple notifications regarding schedule requests lack clear, necessary details to keep users well-informed. Details in the notifications are vague, not specific to the user, or lack the type of request made.

In this release, notifications will be more informative and provide clear updates specific to the agent, including start and end times for schedule changes and the specific activity impacted by the request. Supervisors will also receive appropriate notifications for all schedule requests, including when trades are canceled after acceptance.

In addition, references for supervisor approval will appear only when approval is required. These updates to In-App notifications, emails, and mobile push notifications improve clarity, helping users stay informed.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all NiCE 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 Usability with Unified Trading Experience Across My Zone and Mobile

In the CXone WFM mobile app, the trade experience will be more closely aligned with the web trade flow, so agents can follow a consistent, intuitive process in both My Zone and the Mobile app. This will make it easier and faster for agents to request and complete trades without having to relearn different behaviors for each channel.

Currently, the mobile trade flow differs from the web experience in navigation, validation, and how agents choose days and partners for trades. This can cause confusion, extra back-and-forth, and a disjointed experience for the agent.

In this release, the mobile trade flow will be refined to better align with the web trade logic, with synchronized navigation and clearer notifications. All configured Shift Trade parameters will continue to be enforced for mobile trades, and agents will select the day or days they want off, which will filter the list of eligible trade partners. These changes will be available with the CXone WFM mobile release 3.7.1, targeted for 13 April.

These updates will provide a more consistent trade experience across My Zone and the Mobile app while honoring the trade rules defined by admins.

Customer Request

UI Change

Availability

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

Empowered Agents On-the-Go with Day-Off Trades

In the CXone WFM mobile app, agents will be able to trade a day off, not just a scheduled shift. This will give agents more flexibility to adjust their days off using the same trade options they already use in My Zone.

Currently, agents can trade only scheduled shifts in the mobile app. If they want to trade a day off, they must go through additional manual steps or use the web experience, and they cannot easily filter potential trade partners by the day they want off. This limits flexibility and makes it harder to find suitable matches.

In this release, agents will have the additional option to start trades by selecting a day off rather than only on a working shift. The mobile Trade flow will validate all configured shift trade parameters defined by the administrator, and agents will define preferences for which day off they want to filter the list of eligible target agents. These changes will be available with the CXone WFM mobile release 3.7.1, targeted for 13 April.

The Day Off Trade enhancement will help provide agents with unified trade experience regardless of the channel they use to submit a trade request.

Customer Request

UI Change

Availability

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

Faster Page Performance with On-Demand Net Staffing in Manage Requests

Currently, the Mange Request page calculates and displays net staffing across all dates retrieved. This can affect page performance and initial page load times, negatively impacting the overall user experience for a high-touch and widely used approval page for agent schedule requests.

In this release, a new View Net Staffing parameter will be added to the Manage Request page. After the page has loaded, managers can select this new parameter to display net staffing. Managers will see the net staffing for any date they navigate to, while the page remains more responsive and scalable as the number of requests grows.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all NiCE 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 Performance for Large Data Sets with Filters & Pagination on Key Agent Request and Approval Administration Pages

CXone WFM will advance toward supporting larger tenant sizes through performance and usability improvements.

Currently, very large environments can experience slower responses and more complex navigation in areas such as Manage Requests > Trades tab, Approval Rules, and My Zone when handling high volumes of agents and requests.

In this release, WFM will add enhanced filtering (with supporting pagination) in Manage Requests > Trades, Approval Rules, and My Zone > Schedule Requests to better handle large datasets. These changes are part of a broader initiative to certify CXone WFM for large customer tenants, helping you maintain responsiveness and manageability as your operation scales.

Customer Request

UI Change

Availability

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

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 will 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 NiCE 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.

Engagement Hub Support to Generate Agent Adherence Report in CXone WFM for 3rd Party ACDs

In an upcoming release, the integration of 3rd party ACDs (that do not provide Agent Adherence Report, such as Amazon Connect ACD) and CXone WFM will generate the Agent Adherence Report. This will allow CXone WFM to consume normalized Amazon Connect agent activity and use it for historical adherence reporting.

Currently, customers using Amazon Connect with CXone WFM cannot generate the WFM Agent Adherence Report from Amazon Connect data, which limits their ability to review historical adherence and agent behavior directly in WFM.

In this release, CXone WFM will enable the generation of the Agent Adherence Report from Amazon Connect ACD. This will help customers manage workforce adherence more effectively by providing a consistent, WFM-native view of agent activity sourced from Amazon Connect.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all NiCE 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 26.2 release.

Changed Features

This section describes changes that have been made to feature descriptions since the initial coming soon announcement. Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.

Omnichannel Routing (ACD)

Allow or Prevent Transfer to an Omnichannel Routing (ACD) Skill Based on Hours of Operation

It was clarified that this feature is for voice only.