Coming Soon in the 25.3 Release

Global Changes

Updated Login Flow for ABC/MRDR Systems

For systems that have opted in to Accelerated Business Continuity (ABC) and Multi-Region Disaster Recovery (MRDR), the login flow will be updated. Currently, a separate URL is required for users to log in to the MRDR tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone system.. In this release, the login process will be automated. When you enable ABC in CXone, users will automatically be redirected to the MRDR system without disruption. Users who have multiple accounts in the system will be prompted to choose the account they want to log in to. This will ensure a seamless user experience and provide uninterrupted access during outages, planned maintenance, or regional failures.

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.

Encryption of Access and Refresh Tokens

Currently, access and refresh tokens are stored without encryption. This poses security risks. In this release, tokens will be encrypted to provide better security. Token information cannot be stolen by threat actors after it has been encrypted.

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.

Safe Mode

If a major problem is detected, your CXone system will enter safe mode. Safe mode will have limited routing functionality, but it will keep 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. routing to agents while preventing additional impact to users and your system. The activation and deactivation of safe mode will be automated. These routing settings will be honored when safe mode is activated: 

• The skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. priority Skill-based designation of the importance of contacts that determines delivery order. management and target agent settings

• The agent and team contact handling thresholds as well as Channel Lock, Request Contact, and Auto Focus settings.

At this time, routing attributes and bullseye ranges will not be honored in safe mode.

The safe mode functionality will be enabled by default for all systems with dynamic delivery in North America only. If you want to opt out of safe mode, you will need to contact your CXone Account Representative.

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

Audit History for Dispositions

Currently, a change log, or audit history, isn't available for dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.. In this release, dispositions will show an audit history. Additionally, the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. audit history will show details about when a disposition was added to, or removed from, the ACD skill.

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 Routing

Regional Expansion

Advanced routing features will become available in Japan, and 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.

Agent Assist Applications

Custom Agent Assist Endpoints

View CTI Events

If the audio stream for a custom agent assist integration stops, a new WebSocket payload will appear with the CTI event (that is, the reason for the disconnection). CTI events include:

• Call disconnected

• Call held

• Call transferred

This will provide faster real-time insights into audio interruptions. To enable this, you'll need to turn on a new CTI Event setting in the Custom Agent Assist Endpoint app.

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.

Use Single WebSocket for Audio Streaming

Currently, if you need both the contact The person interacting with an agent, IVR, or bot in your contact center. and the agent audio, it requires two WebSocket connections. In this release, Custom Agent Assist Endpoints will support 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 Software application that provides context-specific help to the agent. application.

To enable this, you'll need to select Multiplex in the Participants setting in the Custom Agent Assist Endpoint app.

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

Billing API Call

Partners will be able to programmatically get and submit their product usage data with a new pair of API calls. Contact your CXone Account Representative with questions.

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

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.

V32 of Schedule Callback APIs

Three APIs for scheduling callbacks will be updated to version 32. The new version will introduce calendarEventId to the request and response. This enables Microsoft Outlook calendar integrations from the agent application. It will allow agents to receive notifications for new, upcoming, and modified commitments from the Outlook email client. Also, if agents have Outlook installed on their mobile devices, they will receive notifications even if they aren’t logged in.

The following APIs will be updated to version 32:

• GET /agents/{agentId}/scheduled-callbacks

• POST /scheduled-callbacks

• PUT /scheduled-callbacks/{callbackId}

Customer Request

UI Change

Breaking Change

Impacted Versions

V32

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 Fields in Interaction Analytics API Responses

The Interaction Analytics APIs will have new fields added to their responses. These will help aggregate entire conversations that include multiple segments and possibly different channels. This will be particularly when searching for recordings or CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. integrations:

• GET /segments/analyzed: A new field, ticketId, will be added to each interaction. If you have a CRM integration set up, this field contains the ticket identifier that the segment belongs to. This will be useful for aggregating multiple segments of a single interaction.

• GET /segments/{segmentId}/analyzed-transcript: Two fields will be added under TranscriptBlocks, which come from the integrated CRM:

  • channelUuid: The specific identifier for the channel. This identifier is generated by CXone.

  • channelType: The media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. of the channel.

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.

DEVone Integrations

A5

Omni Agent Light Embedded Agent Client

Omni Agent Light is an agent client designed to enhance digital Any channel, contact, or skill associated with Digital Experience. engagement within Salesforce. Built for both enterprise and mid-market sizes, Omni Agent Light delivers a unified, AI-enhanced interface that simplifies agent workflows, improves first contact resolution (FCR), and elevates the overall customer experience. By embedding directly into Salesforce cases, this solution eliminates the need for screen switching and brings all digital 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. into a single, intuitive workspace.

Key features of Omni Agent Light:

• Embedded Salesforce Integration: Fully integrated within Salesforce cases, with the option to embed into other screens.

• Unified Digital Interface: Consolidates all digital channels Any channel, contact, or skill associated with Digital Experience. (chat, SMS Short Message Service; also known as text messaging., email, and social media) into one screen for easy agent interaction.

• AI-Powered Voice Transcription: Transcribes voice messages in real time and provides sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis and conversation summaries.

• Advanced Messaging Tools: Schedule outbound messages, send bulk messages, and preview templates before sending.

• Enhanced Routing & Filtering: Custom inbox views and improved routing logic for digital interactions.

• CRM & Social Media Integration: Unified contact profiles, smart contact suggestions, and social mentions linked to customer cases.

• Email & File Management: Full-screen email editor and bulk download of conversation attachments.

• Modern Digital Features: Supports reactions like thumbs up, file handling, and WhatsApp-style communication enhancements.

• Optimized for High-Volume Agents: Designed to reduce confusion when handling multiple concurrent conversations.

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.

BluIP

BluIP Unified Communications Suite

BluIP is a secure, comprehensive unified communications suite (UCaaS). Together with CXone, it offers a scalable solution for modern enterprises. BluIP complements CXone by extending its capabilities beyond the contact center. This includes replacing legacy PBX Internal telephone network that manages an enterprise's incoming, outgoing, and internal voice calls. systems, enabling Microsoft Teams as a full-featured phone system, and supporting BPOs with lightweight agent tools. BluIP focuses on the following key communications use cases:

• Enterprise UCaaS - Cloud PBX for Modern Enterprises: A platform that's ideal for organizations with thousands of users across multiple locations. This replaces outdated PBX systems with a cloud-native system. It supports deep integrations with systems like EHRs, CRMs Third-party systems that manage such things as contacts, sales information, support details, and case histories., and hospitality systems, primarily for healthcare, hospitality, and government agencies.

• Cloud Calling for Microsoft Teams: As a certified Operator Connect, BluIP enables Microsoft Teams to function as a complete PBX system . This includes a full feature set, like direct PSTN calling, secure, carrier-grade connectivity, and unified administration.

• Non-ACD Agent Console for BPOs: A lightweight, WebRTC-based softphone A software program for making telephone calls over the Internet using a computer instead of a telephone. designed specifically for BPO environments where agents handle non-contact center tasks. This supports multi-client login and SSO, call logging and monitoring, and agent time tracking and status management.

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.

Floatbot

Floatbot AI Enhancements

Floatbot is a GenAI platform for building intelligent, voice-enabled virtual agents A software application that handles customer interactions in place of a live human agent. and copilots. The Floatbot platform will receive the following enhancements:

• Agentic Flow: An LLM Large Language Model. A type of AI that processes, understands, and generates human language based on context. framework for building conversational AI agents. This will improve the speed and accuracy of self-service and agent assist content generated by Floatbot.

• Autosummary and QA Checklist: Instantly generate call summaries and a checklist, helping to ensure accurate tasks and compliance.

• ASR: Speech-to-text Also called STT, this process converts spoken language to text. transcription Written form of all or part of a voice or digital interaction. turns voice conversations into text in real time.

• Translation: Instantly translate both text and voice inputs.

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.

SpinSci

SpinSci AI Encounters for Healthcare EHR Integrations

SpinSci AI Encounters leverages CXone data and EHR integration to provide full contextual awareness of patient interactions across calls and chats. This enables deeper insights into the patient journey.

Key Features:

• AI-driven dispositioning Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. of every call and chat.

• Unified view of patient interactions across channels Various voice and digital communication mediums that facilitate customer interactions in a contact center..

• Analytics on appointment scheduling, billing, and prescription workflows.

• Actionable insights for operational improvement.

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.

EHR WFM Connect

EHR WFM Connect bridges IEX WFM with EHR queue structures, enabling intelligent forecasting for both call and non-call tasks.

Key Features:

• Integration with IEX WFM for advanced workforce forecasting.

• Non-call tasks like referral follow-ups and order processing.

• Staffing efficiency across clinical and administrative workflows.

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.

HelpDesk Patient Engage

HelpDesk Patient Engage expands SpinSci self-service capabilities by automating common patient support tasks, such as password resets for patient portals like MyChart.

Key Features:

• Automated password reset workflows via voice or chat.

• Reduce call volume to live agents.

• Available in small, intermediate, medium, and large bundles.

• Enhance patient satisfaction through quick self-service resolution.

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.

Operator Console for CXone

The Operator Console modernizes inpatient communication workflows by integrating emergent dispatch capabilities directly into the CXone platform. It replaces siloed legacy systems with a unified, intelligent operator interface.

Key Features:

• Native integration with CXone.

• Universal directory lookup and routing.

• Real-time dispatch of emergent code calls.

• Designed for inpatient workflows and urgent team coordination.

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.

SecurePay for CXone

SecurePay is a joint solution by SpinSci and NICE that enables secure, real-time patient payment processing directly within EHR environments, like Epic, Cerner, or Athena. It integrates a hosted IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. payment terminal that collects payment information off-network, ensuring compliance and security.

Key Features:

• Embedded payment button within the EHR interface.

• Secure IVR payment collection hosted by NICE and SpinSci.

• Real-time updates to the EHR and general ledger.

• Smooth integration with existing payment merchants.

• Proven ROI that tripled collections in early deployments.

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.

Sycurio

Sycurio.Digital Integration with CXone

Sycurio will release a new tool called Sycurio.Digital that works with CXone. It helps agents take secure payments from customers during digital conversations.

Key Features:

• New Agent Interface: Agents can use a new screen inside CXone to send payment links.

• Pay-by-Link: Agents can send a secure payment link to customers through chat, email, SMS, virtual agents A software application that handles customer interactions in place of a live human agent., or IVR.

• QR Code Option: The payment link can also be turned into a QR code.

• Live Payment Tracking: Agents can see each step the customer takes while making the payment.

• Real-Time Updates: Both the contact The person interacting with an agent, IVR, or bot in your contact center. and the agent get a message when the payment is complete.

• Flexible Delivery: Payment links are created using the Sycurio API and sent through the contact's preferred method.

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

Additional Branding Control for Survey Invitation Emails

Currently, when you email a survey invitation, the email displays a NICE Satmetrix logo. In this release, the system setting that controls removal of that logo from surveys will also remove it from emailed invitations.

This feature will allow you greater control over the branding and design of your survey invitation emails.

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.

Real-Time Testing Support for Omnichannel Digital Surveys

You will be able to test your Digital surveys as you author them using fallback text that supports tokens. This includes support for complex survey paths. You will be able to do this testing right in the survey builder.

This real-time capability will improve your data quality, allowing you to test the logic and token usage prior to deployment. You will also enjoy a better, more streamlined authoring experience. You will find it easier to customize the survey experience using personalized tokens and response-dependent survey paths. This will result in a more tailored and engaging survey for your respondents.

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.

FIPS Encryption

Feedback Management will now use FIPS encryption. This ensures all sensitive data will continue to be protected according to the latest U.S. FedRAMP requirements and standards.

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 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

Delete Saved Searches

If you have the Admin permission, you will be able to delete a private or public saved search regardless of who originally created it. This will be helpful for removing saved searches created by deactivated users.

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.

Updates to Transcript Player

In the transcript Written form of all or part of a voice or digital interaction. viewer, the audio player will display an updated UI. You will be able to open the player in a new window.

For more details, select the Recording 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.

Performance Management (inView)

Arrange Dashboard Tabs

You will be able to rearrange the tabs on your dashboard Named view of one or more widgets. to better suit your workflow. This enhancement will allow you to prioritize the information that matters most to you by organizing tabs in your preferred order. The feature will be available to all users, regardless of role, and your custom tab arrangement will be saved automatically even after you log out and log back in.

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 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.

Responsive Current Agent State Slide

You will soon have access to a new Current Agent State slide in the Wallboard slide selector. This slide will automatically adjust to fit a variety of screen sizes, making it easier to view across different devices. The supported screen resolutions will include:

• 1920×1080

• 1200×1080

• 992×1080

• 768×1080

• 576×1080

• 360×800

This update will help ensure a consistent and optimized display experience, no matter what screen you're using.

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 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 Data Clarity in Dashboards

You will see a clearer distinction between missing data and actual zero values. When there is no data available, the system will show "No Data" instead of "0". If the value is truly zero, it will still appear as "0". This update will help you better understand your metrics Statistics you can measure to keep track of your contact center. and avoid confusion.

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 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.

Salesforce Agent

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

FedRAMP Support

Salesforce Agent will be available for FedRAMP. Add-ons may not be compliant, so you will need to evaluate them and consult NICE.

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

Desktop Studio Regional Availability

Desktop Studio will no longer be supported in FedRAMP systems or sovereign cloud configurations. The application will continue to function; however, no new updates will be delivered.

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 Agents

Transfer a Contact from One Google Dialogflow CX Virtual Agent to Another

You will be able to transfer a contact The person interacting with an agent, IVR, or bot in your contact center. from one Dialogflow CX virtual agent A software application that handles customer interactions in place of a live human agent. to another. This will allow you to escalate a contact to a different virtual agent. For example, you could have one virtual agent handle conversation triage, then pass contacts on to a different virtual agent that's configured to handle more complex conversations, based on the contact's needs. This gives you more flexibility in the design and use of your virtual agents with the CXone platform.

Setting up this option will require modifications to your custom Studio 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.

Set Google Dialogflow CX Conversation Profile ID

Currently, you cannot select the conversation profile in the Virtual Agent Hub profile configuration for Dialogflow CX virtual agents. This means that a new conversation profile is created each time you add a Dialogflow virtual agent profile. In this release, you will be able to select the conversation profile you want to use.

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.

Workforce Management

Save Filters in the Manage Requests Page

The new save filter feature will allow the Manage Requests page to remember your last selected filters. This page is used for reviewing and approving schedule requests submitted by agents.

Currently, filters must be reapplied each time you return to the page. In this release, your previous filter selections will be saved and automatically applied. This will help you access relevant requests faster and improve the efficiency of the review and approval process.

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.

Edit Time Off Carryover Values

This update will introduce the ability to edit time off carryover values.

Currently, the carryover process is not reversible, and values cannot be edited once processed. In this release, you will be able to make corrections when needed, ensuring more accurate and reliable time off summaries for both agents and supervisors.

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 Schedule Preference Handling

Schedule preferences will now be considered when creating schedules, rather than afterward.

This change will enhance the chances of agents receiving their preferred shifts. At the same time, the system will continue to prioritize coverage needs. Preferences will not be granted if they risk service levels. This change will help improve agent satisfaction while keeping operational performance on track.

Currently, preferences are added after schedules are made. In this release, they will be part of the schedule creation process. This will make the system faster and more in tune with agent needs.

Coverage will still come first. Preferences will only be granted if service levels stay on track.

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 CSV Schedule Exports

Schedule exports will be made easier to read and understand. CSV files will display a clear, line-by-line breakdown of daily activities. Each entry will be labeled as an activity, shift, or another type, giving you a more organized view of the schedule.

The data will also be sorted by timeline, making it easier to follow and use. These improvements will make exported files more useful for reporting, analysis, and workforce planning.

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.

Avaya CMS ACD Integration with WFM

WFM will support integration with Avaya CMS ACD.

This integration will enable a centralized data stream through the Engagement Hub API and support:

• Real-time and historical data at 15- or 30-minute intervals

• Intraday insights, including queue metrics Statistics you can measure to keep track of your contact center., agent queue data, and system performance reports

These capabilities will help streamline forecasting, scheduling, and adherence across mixed ACD environments—all within a single WFM console.

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.

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 25.3 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.

Agent Assist Hub

View CTI Events

It was previously announced that this feature would be in controlled release (CR). Instead, it will be generally available (GA).

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 25.3 release but may be part of a future release.

CRM Configuration Expiration Reminder

Features Added to This Release

This section notes product changes that have been added to this release since the initial coming soon announcement. To see the following features in detail, select the product in the filter on the right.

API

New Fields in Interaction Analytics API Responses