Coming Soon in the 25.2 Release

ACD

ACD Routing

Expanded Support for Advanced Routing Features

Currently, advanced routing features are available for standard configurations in Australia, Canada, the EU, and the USA. In this release, they will become available for these regions and configurations: 

• FedRAMP configurations in the USA

• Standard configurations in the UK

Advanced routing features include:

• The ability to specify multiple routing attributes at a time.

• The option to prioritize routing decisions for voice 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. based on the relative number of interactions that agents are currently handling.

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

Multiconference Support

Currently, Agent for Service Cloud Voice supports up to four people on conference calls. In this release, it will support up to six people on a call. This will allow additional agents to be added to calls without placing the contact The person interacting with an agent, IVR, or bot in your contact center. on hold.

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.

Data Streams

Kafka Stream Support

Currently, only Kinesis streams are supported. This means that only AWS-based customers can use Data Streams. In this release, support will be added for Kafka streams. This will allow customers using any cloud provider to utilize Data Streams.

Customer Request

UI Change

Availability

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

DEVone Integrations

InteractCX

ConnectLingua Enhancements

ConnectLingua is a real-time translation solution that integrates with CXone as an Agent Assist Hub application. It uses AI technologies to create seamless voice communication between agents and contacts The person interacting with an agent, IVR, or bot in your contact center., supporting 65+ languages. InteractCX will update ConnectLingua with the following enhancements:

• Translation support for digital Any channel, contact, or skill associated with Digital Experience. email channels

• Emotion detection

• Automatic detection of a contact's language at the beginning of an 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.

• Support for image recognition—ConnectLingua will be able to parse images in all supported languages

• Human-like voices that do not sound robotic

• A custom reporting dashboard to visualize up to 20 KPIs like sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. and emotion

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.

Conversational AI Agent

Powered by ConnectLingua, InteractCX will offer a virtual agent A software application that handles customer interactions in place of a live human agent. that can converse in over 65 languages. This will let all contacts self-serve more effectively by using their preferred language.

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.

ConnectLingua AI Flow Builder

The AI flow builder will automate the virtual agent creation process. It will be able to ingest 6 months of call recording data to automatically train virtual agents. From these recordings, it can create flows for virtual agents to follow. It will then be able to identify the top 10 unique flows and create an automated AI agent around those flows. The AI flow builder will remove the manual work involved in creating virtual agents.

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.

Analytics Dashboard and Interactive BI Reports

You will be able to access a variety of real-time insights about your interactions. An AI analysis will provide data such as:

• Live translation feeds and number of active users

• Breakdown of total translations

• Popular language pairs in translations

• Usage metrics Statistics you can measure to keep track of your contact center

This data will help you better understand how to maximize ConnectLingua.

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.

ConnectLingua Agent Client

InteractCX will offer a new agent application built around ConnectLingua. It will let your agents seamlessly access all features in one place, like the embeddable AI applications. You will also be able to add your own branding and UI add-ons. This opens possibilities for integrating other custom web apps or CRMs Third-party systems that manage such things as contacts, sales information, support details, and case histories.. This agent application will support digital channels along with softphone support for voice 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.

ConnectLingua Auto QM

You will be able to add quality monitoring for ConnectLingua. This will analyze agent performance in real time. According to your policies, it will score your agents' call handling. Auto QM will help you understand how well your agents are performing, and how you can better empower them to assist 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.

SightCall

SightCall Snap

Currently, SightCall VISION lets you add live video to interactions. This lets contacts provide instant visual context to the agent during an interaction. It also lets agents guide the contact with an augmented reality toolkit.

In this release, SightCall is releasing SightCall Snap. This is a simplified visual context sharing tool. Snap will enable agents to request visual media from contacts without using a live video call. Contacts will be able to share media types such as video reels, pictures, multimedia uploads, geolocation, and OCR/label scans. This will open your options for empowering agents who do not need to be on video, like chat-only agents.

By integrating SightCall Snap, your agents will become more effective, interactions will be streamlined, and contacts will be able to easily show their issues. This combination will increase both first-call resolution and customer satisfaction.

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.

Expert

Generative Search (GenSearch)

GenSearch will improve the efficiency of search capabilities within Expert and reduce the time required to solve events. Its customizable search experience will enable you to smoothly incorporate your unique queries, permissions, and needs. It will improve customer satisfaction by enabling your consumers to source relevant, concise information without reading multiple articles.

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 should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

GenSearch Reporting

You will be able to monitor GenSearch queries, feedback, and click-through rates on source articles. This will help you make informed content decisions and adjust GenSearch settings to meet your specific needs. You will be able to run reports via the Expert user interface or via API to parse data using your preferred BI tools.

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 should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Table and Page Content Length CSV

You will be able to easily identify long articles and tables that may be a problem for LLMs Large Language Model. A type of AI that processes, understands, and generates human language based on context.. You will be able to use that information to create shorter articles and reduce table size to improve the performance of generative AI. This will help reduce the time needed for content onboarding for AI tools, which will increase utilization and customer satisfaction.

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.

Editor Rebuild with AI Capabilities

For new Expert sites, the editor will have a new, modern interface with the same features as the existing editor. It will also include AI capabilities so content authors can easily improve and modify content within the platform without the need to toggle tabs, windows, or programs.

This feature will be generally available for all new sites but in a controlled release for existing sites.

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 Account Representative. On toggle For this release, the feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

External HTML Content Importer

You will be able to use LLM and AI capabilities for your content that is not native to Expert. This will allow you to unify content from multiple sources.

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 should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Disable Group Syncing Between SAML and SSO

Currently, users are automatically synced to SAML SSO once user groups are set up in both the IdP and Expert. In this release, you will be able to stop group syncing on local groups. You will also be able to create special user groups within Expert and run reports on 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 deploy This feature is immediately available when the new release deploys to your environment.

Content Reuse Download

You will be able to easily identify content reuse instances across your site. This will ensure consistency and identify opportunities for content improvement. The CSV will list the source and reuse pages, number of times a page or section is reused, and the last time the content was updated. You will also be able to identify content that may need to be reviewed and edited, and identify pages that need tags or classifications to improve the user experience.

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.

Kernels Report Renamed Virtual Agent Insights Report

This report covers your Copilot for Agents, Autopilot Knowledge, and custom LLM solutions. It does not consider queries asked through the GenSearch interface. It will be renamed to help clarify what data it contains.

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

Additional Metric Filter Options

The following metrics Statistics you can measure to keep track of your contact center will be added as new options in the Metrics filter drop-down for workspaces Named view of one or more widgets., widgets Graphical representation of data that meets specified filter criteria., categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends., dataset Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. creation, and on the Search page.

• Contact End Reason: How an 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. ended. This metric can include values such as Agent_Hung_Up, Contact_Hung_Up, Agent_End, or Agent_Phone_Disconnected.

• Disposition Code: Code for the disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. assigned by the agent.

• Notable Silence Seconds: This existing metric will be updated to include hold time in the silence calculation.

• Non-hold Notable Silence Seconds: Number of seconds of notable silence When neither the client nor the agent are talking during an interaction. Silence is considered notable if it lasts three or more seconds. Total notable silence for an interaction is the sum of all notable silence periods. during an interaction, excluding the time the contact The person interacting with an agent, IVR, or bot in your contact center. is put on hold.

• Non-hold Notable Silence Percentage: Percentage of notable silence during an interaction, excluding the time the contact is put on hold.

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 should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

User Experience Enhancements

The following enhancements will be made to improve functionality and usability:

• When you hide specific terms from an individual widget, the same terms will also be hidden for all other widget results in the workspace.

• Currently, when user authentication fails, the UI displays a "Loading" or "Something went wrong" message. In this release, the error message will display more specific details (for example, that authentication failed or that necessary permissions aren't enabled).

• You will be able to queue changes to be reprocessed even when another reprocess is already in progress. This means when you click Update Data, the system will apply any new changes you've made as soon as the current reprocess finishes.

• Users who only have the View permission enabled will not be able to save any changes to a workspace.

• When you clear a search, you will be returned to the last category node you viewed before you made changes.

• You will be able to duplicate saved categories.

• For widgets that display data in percentages, such as the Channels widget, you will be able to choose whether data displays a precise percentage with a decimal value or is rounded.

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 should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Partner Applications

Adapters

Ability to Remove Unavailable Code Mapping Step for Presence Sync with Salesforce

Currently, unavailable codes Reasons agents aren't able to take contests. in CXone are unavailable states The availability status of an agent that are assigned to teams. When creating a presence rule, you map the states between CXone and Salesforce. You also assign the presence rule to a team. When doing so, CXone validates that the team is assigned the CXone unavailable code. This may lead to a lot of manual work for enterprise organizations with many teams and unavailable codes.

In this release, you will be able to ignore the team validation. This will allow any unavailable code to be assigned to any team. If an agent changes their state to one that isn't assigned to their team, their state will change to the default Unavailable state.

You will be able to enable and disable this feature with a new toggle on the rule creation page. When enabled, the validation will not occur and you will be able to assign any presence rule to the team.

Customer Request

UI Change

Availability

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

CXone Performance Management (inView)

Dashboard Enhancements

Two new features will be added to enhance the Performance Management data visualization and analysis capabilities:

• Improvement to the Gauge Widget: You'll have the ability to set minimum and maximum values in the Gauge widget Graphical representation of data that meets specified filter criteria.. This will allow you to adjust the scale for smaller data samples, making your visualizations more readable and accurate.

• Metric Review Widget Enhancement: You'll be able to select up to three specific dates to compare metrics Statistics you can measure to keep track of your contact center, giving you more flexibility in analyzing trends. Additionally, you'll have the option to compare metrics from one Monday to the previous Monday, helping you identify weekly patterns more easily.

These updates will provide you with deeper insights and enable you to make more informed decisions based on your data.

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 should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Wallboards

This release will include an update to the Wallboards feature, specifically for the Current Agent State settings.

The Current Agent State Wallboard settings will move from the old stepper format to the new Slide-out Settings. This change will make the settings more familiar and easier to access.

This update is part of the ongoing efforts to improve the Wallboard settings and create a more consistent user experience across the platform. You'll find that managing your Current Agent State Wallboard will become more straightforward with this new layout.

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 should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Gamification Enhancements

You'll see two significant updates to the Gamification feature:

• Game Health Report: You'll have access to a new Game Health Report, which will enhance your interaction with the Games History page. This update will include a new history view and a database rework. You'll be able to view old game setting states and results, allowing you to compare them with later iterations. Additionally, you'll find a convenient place to see game statistics and a detailed interval graph showing metric performance throughout the game.

• Updated Rules Games Payout Logic: Improvements will be made to the payout logic for rare cases where metric values might change after a payout has been distributed. With this update, you'll no longer encounter potential double payouts. Instead, the system will automatically adjust payouts to the correct amount if any changes occur after the initial distribution.

These updates will provide you with more comprehensive game insights and ensure more accurate payouts.

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 should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Virtual Agent Hub

Configure Your Virtual Agent to Handle a Contact That Rambles

You will be able to configure your virtual agent to handle a contact The person interacting with an agent, IVR, or bot in your contact center. that doesn't stop talking or gives an answer that's longer than expected. Setup for this feature will require some changes to your Next Prompt Behaviors and Default Next Prompt Behaviors snippets. This will give you greater control over how the virtual agent handles certain parts of the conversation.

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.

Regional Availability Expansion

Autopilot with voice biometric authentication will be supported for FedRAMP moderate customers.

Customer Request

UI Change

Availability

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

Voice Access

Click-to-Call Regional Expansion

Click-to-Call will become available in Brazil, Singapore, 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.

Workforce Management

Automated Break Policy

WFM will automatically detect and adjust lunch and break activities in real time. This will ensure compliance with organizational break policies during schedule optimization and manual updates. This feature will streamline the scheduling process, minimize manual errors, and ensure agents receive their entitled breaks according to company policies.

This feature will require the Advanced license.

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 should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhanced Staffing Efficiency

This feature will enhance the accuracy of staffing to meet SLAs Commitment between a service provider and a customer with a defined service level threshold, including quality, availability, and responsibilities and ASA, leading to improved cost efficiency, operational excellence, and resource optimization. The staffing requirement calculations during the forecasting process will be updated, generating more accurate staffing requirements with higher sensitivity to parameter changes.

Customer Request

UI Change

Availability

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

Enhanced Forecasting with "Received" Data Point

This feature will add a "Received" data point to the forecast, offering a more detailed view of expected contact The person interacting with an agent, IVR, or bot in your contact center. volumes. This additional data point will reduce reliance on external sources, improving overall efficiency.

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 should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Agent Configuration - Date Range Specific Parameters

WFM will allow agent-specific availability parameters, enabling more fine-tuned scheduling. This will reduce the need for multiple weekly rules and ensure all agent-specific needs are accounted for during schedule generation.

Customer Request

UI Change

Availability

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

Agent Preference-Based Scheduling

WFM will now incorporate agent preferences during schedule generation. Schedules will be generated while considering agent preferences, rather than matching schedules with agents based on preferences later. This enhancement will lead to more personalized and efficient scheduling.

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 should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Flexible Schedule Optimization

WFM will support flexible schedule optimization for multiple shifts per day. This will empower managers to define specific periods for optimization, enabling multiple automated scheduling adjustments within a day for enhanced efficiency and flexibility.

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 should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhanced Data Resiliency and Recovery

The enhancement will improve data resiliency and recovery for Intraday Manager. It will also boost WFM's reliability by mitigating data loss from ACD data feed outages. It will ensure data resiliency by retrieving missing data for up to 3 days, enhancing overall product trust and accuracy.

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 should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Time-Off Management API

WFM will introduce an open API to import agent earned balances, allowing you to sync between an external system (such as payroll or HR system) and WFM. This will ensure data consistency and accuracy, enhancing overall product trust and reliability. The API will also allow exporting of time-off summary data for reporting and analysis.

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 should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.