24.4 Release Notes

ACD

ACD Routing

Multiple Routing Attributes

Previously, the ability to use more than one routing attribute at the same time was in controlled release in the United States and Australia. In this release, it has become generally available in the United States, Australia, and Europe.

A routing attribute lets you narrow the pool of agents assigned to the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge who are eligible to receive an interaction. For example, you could require that the agent has a certain license or certification. Multiple routing attributes let you further narrow the pool of eligible agents. For example, you could specify that an agent with the correct skill must also have a certain license and be able to speak a certain language to be eligible to receive the interaction. This gives you more control over which agents an interaction can route to without creating a lot of ACD skills.

To set up multiple routing attributes, you need to apply attributes to your agent user profiles. You then use Studio scripts to route interactions to agents based on the ACD skill and the chosen attributes. To avoid narrowing your agent pool so far that interactions become stuck in queue with no matching agents, it is best to use no more than five routing attributes per routing action.

You must have dynamic delivery enabled for your system to use multiple routing attributes.

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 Attendant

Display Voicemail Message Timestamp in User Time Zone

Previously, voicemail message timestamps in CXone Attendant displayed in the business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment time zone with no option to adjust the setting to reflect the user's local time zone.

In this release, you can adjust the voicemail message timestamps so that each user sees them in the time zone configured for their CXone user profile. This makes it easier for you and your agents to find voicemails according to the time they were received.

To make this change, you must have administrator permissions in CXone Attendant.

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.

Developer Portal

Developer Portal Enhancements

The following are updates made to the CXone developer portal during the 24.3 and 24.4 deployment periods:

• A new category for CXone Expert APIs

• Refreshed FAQ page

• Virtual Agent Integrations and Studio overviews linked from the homepage

• Overhauled Getting Started section

• Refreshed logos and a branding change from the DEVone portal to the CXone developer portal

• Instructions for using custom events

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

Customer Dynamics

Safe Select

Safe Select is an all-in-one campaign management tool. It simplifies compliance around campaigns sent through voice, SMS Short Message Service; also known as text messaging., and email channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. The process of agents approving each communication also determines the order of records. This is useful for meeting TCPA requirements in certain jurisdictions. Other key features of Safe Select are:

• Gamification features to keep agents engaged.

• Detailed and customizable suppression rules for contacts The person interacting with an agent, IVR, or bot in your contact center. in different states and districts.

• Omnichannel The ability to work on multiple interactions from different channels at the same time. campaigns that let agents switch from one channel to another.

• Calls to action to automatically add engaging links and buttons into outbound messages.

• Payment processing with C3 Payments for quick and secure collections payments.

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.

C3 Payments

C3 Payments is a PCI-compliant payment tool. It offers a system of workflows for contacts to make a one-time secure payment. These workflows can be initiated by an agent and also be used in agentless Contacts made without a live agent for tasks such as one-way delivery of information or messages.. 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.. They keep the agent out of the PCI scope, which ensures compliance for your business and security for your contacts. Other key features of C3 Payments are:

• While the agent is not involved in a transaction, they can be notified in their agent application of the progress of the payment.

• You can keep various systems in sync, like your CRM, ticketing, or billing systems, after payments are made.

• A mobile SDK to build this functionality into your mobile 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.

Surfly

Surfly Standalone Video Chat

Previously, Surfly only offered video chat in combination with co-browsing. In this release, Surfly offers video chat as a standalone product. If you don't need co-browsing, you can still let agents add video to any interaction.

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.

Textel/Capacity

SMS Expansion

Textel's core SMS product received the following enhancements:

• Payments Solution: Customers can securely collect payments without exchanging payment information over SMS. A pop-out in the agent application lets the agent initiate the payment. This uses your existing payment merchant, which lets you avoid setting up additional payment infrastructure.

• SMS Line Intelligence: You can validate all contact phone numbers. This ensures that the numbers support SMS and prevents you from incurring any unexpected messaging costs.

• Okta MFA Support: If you use Okta as an identity provider, you can use Textel for the SMS component of MFA.

• Alpha Sender ID: Textel provides alphanumeric sender IDs so you can send texts internationally. This may also help you expand the number of countries you can send texts to.

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 Expert

Generative AI Documentation

Documentation about the CXone Expert generative AI tools guides you to do the following: 

• Improve content quality to provide better generative responses.

• Increase generative AI tool utilization.

• Adjust generative AI settings to increase consumer 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 Kernels Report

The Expert Kernels report gives you insight into usage, queries, and content adequacy. This can help you identify content gaps and assess content readiness for AI and LLM applications.

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.

Instant Translation Report

This report lets you view the number of translated pages on your site in a chosen date range.​ This can help you assess usage and overages to stay within budgeted limits and to make decisions about localization and translation. It can answer questions like how many languages users translate into, which languages are popular, and which pages are translated most often.​

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.

Import/Export Tool Enhancements​

Previously, the import/export tool let you export content from a primary CXone Expert site and import it into a destination CXone Expert site to provide a localized or branded knowledge experience.​

In this release, more granular site resource selections for export outputs prevent resource overwriting during import. This provides the following benefits:​

• Faster localization and reduced run-time of imports and exports.​

• More compact output for easier sharing throughout the localization process.​

• No need for post-import manual reverting.

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.

Interaction Analytics

Improvements to Dutch Transcripts

A new transformer technology improves the accuracy of transcripts Written form of a voice or digital interaction for Dutch. This update does not apply to existing transcripts but improves the quality of future transcripts.

Customer Request

UI Change

Availability

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

Support for Storing Multiple Languages in Transcript Store

The Transcript Store can store transcripts for interactions in multiple languages. It can even store transcripts in languages not supported for analysis in Interaction Analytics. This update is not visible or configurable in CXone but improves the quality of interaction records.

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

Back-End Authentication Update for RingCentral

The back-end communication between RingCentral and CXone requires authentication. This validates the communication for security purposes. Previously, this authentication was set up to accept a username and password as valid credentials. In this release, CXone adopted OAuth as the new authentication method. You must work with NICE or your own developers to implement OAuth. The existing username/password method will continue to be supported; however, it will eventually be removed. If you have an integration with RingCentral, plan to update the authentication method. Work with your CXone Account Representative on a roadmap and deadline.

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 Expansion

Partner Adapters are available in the Korea region.

Customer Request

UI Change

Availability

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

Reporting

Data Download Reports

Agent Refusal Expanded Report

The Agent Refusal Expanded report provides an advanced view of your agent refusals. It includes the following new columns in addition to those available in the Agent Refusal report:

• Skill_Name

• Team_Name

• Media_Type_Name

• ANI/From

• ContactEndReason

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.

Skill Summary Expanded Report

The Skill Summary Expanded report provides an advanced view of your skill history. It includes the following new columns in addition to those available in the Skill Summary report:

• Queued

• Contact_Duration

• Avg_Talk_Time

• Abandons

• Abandon_Time

Customer Request

UI Change

Availability

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

Agent by Day Expanded Report

The Agent by Day Expanded report provides an advanced view of agent productivity. It includes the following new columns in addition to those available in the Agent by Day report:

• Agent_Name

• Agent_State

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

Improvements to ASR Grammar Files

This is a late announcement of changes released in the 24.2 release. In 24.2, improvements were made to how ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. grammar files are processed in CXone. The following changes ensure high availability of grammar files and reduce the potential for ASR timeout issues:

• Large grammar files are now proactively cached.
• Grammar files are now replicated to all ASR servers when they are compiled.

Additionally, file caching has been improved. This reduces intermittent issues that occurred when existing grammar files were updated. This change also addresses failures that occurred when large grammar files were accessed for the first time.

Customer Request

UI Change

Availability

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

CXone Workforce Management

Instant Break Optimization for Current and Future Days

This feature is available for users with the Advanced license.

Managers have the flexibility to generate a plan whenever needed. They don't have to rely on preset optimization rules. Plans expire one hour from the time of creation, based on the optimized time and date.

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.

Display of Hours in Time-Off Planning Summary

Time-Off summary data is viewable in the Hours:Minutes format, in addition to days. This allows for an easier understanding of time off earned and planning purposes.

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: Enabling Inline Editing for the Agent Configuration UI Grid

You can modify the agent configuration parameters directly from the UI grid, rather than using the work rule section.

The agent configuration UI grid also offers bulk editing, as well as copy and paste functionalities.

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.

Release Adjustments

The Release Adjustments section describes the changes, removals, and additions made in the feature descriptions since the initial coming soon announcement for the 24.4 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 originally described and an explanation of what changed.

CXone Expert

Generative AI Documentation

It was previously announced that this would be available on toggle. Instead, it is available on deploy.

Features Removed from This Release

This section describes product changes that were included in the initial coming soon announcement and have since been removed from this release. These will not be part of the 24.4 release but may be part of a future release.

CXone Expert

Generative Search

A customizable search experience will let you smoothly incorporate your unique queries, permissions, and needs into CXone Expert. It will let your consumers source relevant, concise information without reading multiple articles. They will be able to use natural language search in their questions and receive natural language in their answers. This will increase query resolution efficiency and decrease support events.

Generative Response Reporting

Generative response reporting will let you monitor generative search queries, feedback, and click-through rate on source articles. This will help you to make informed decisions about content and settings to improve user satisfaction and increase utilization.

JWT Token Provisioning

A new method of cross-platform authorization will work with OIDC configurations to provide faster authentication. This will allow Enlighten Copilot to work seamlessly.​​ Receiving JWT ID tokens from Enlighten Copilot will enable IdP users to authenticate in one API call without having to authenticate with CXone Expert prior to making kernel Pieces of CXone Expert articles that are relevant to a contact's issue. requests.​​

CXone Workforce Management

Enhanced Staffing Efficiency

Updates to the staffing requirement calculator during the forecasting process yield more accurate staffing requirements with higher sensitivity to parameter changes.