25.2 Release Notes

Removed Applications and Features

Removal of Speed to Lead Personal Connection Feature

The speed to lead feature, which has been available in a controlled release, has been removed.

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 deploy This feature is immediately available when the new release deploys to your environment.

ACD

ACD Routing

Expanded Support for Advanced Routing Features

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

• FedRAMP configurations in the US

• 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

Previously, Agent for Service Cloud Voice only supported up to four people on conference calls. In this release, it supports up to six people on conference calls. This allows agents to add parties 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

Previously, only Kinesis streams were supported. In this release, support was added for Kafka streams. This expands your ability to stream IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. log data from CXone using whichever option is best for you.

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 has updated 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 can 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 offers 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 lets 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 automates the virtual agent creation process. It can 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 then identifies the top 10 unique flows and creates an automated AI agent around those flows. The AI flow builder removes 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.

ConnectLingua Analytics Dashboard and Interactive BI Reports

You can access a variety of real-time insights about your interactions. An AI analysis provides 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 helps 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 offers a new agent application built around ConnectLingua. It lets your agents seamlessly access all features in one place, like the embeddable AI applications. You can also 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 supports digital channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. 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 can add quality monitoring for ConnectLingua. This analyzes agent performance in real time. According to your policies, it scores your agents' call handling. Auto QM helps 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

Previously, SightCall VISION let you add live video to interactions. This let contacts provide instant visual context to the agent during an interaction. It also let 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 enables agents to request visual media from contacts without using a live video call. Contacts can share media types such as video reels, pictures, multimedia uploads, geolocation, and OCR/label scans. This opens your options for empowering agents who do not need to be on video, like chat-only agents.

By integrating SightCall Snap, your agents can become more effective, interactions are streamlined, and contacts can easily show their issues. This combination increases 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 improves the efficiency of search capabilities within Expert and reduces the time required to solve events. Its customizable search experience enables you to smoothly incorporate your unique queries, permissions, and needs. It improves 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 can monitor GenSearch queries, feedback, and click-through rates on source articles. This can help you make informed content decisions and adjust GenSearch settings to meet your specific needs. You can run reports via the Expert user interface or via an 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 can 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 can use that information to create shorter articles and reduce table size to improve the performance of generative AI. This can help reduce the time needed for content onboarding for AI tools, which increases 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 has a new, modern interface with the same features as the existing editor. It also includes 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 is 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 can use LLM and AI capabilities for your content that is not native to Expert. This allows 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

Previously, users were automatically synced to SAML SSO once user groups were set up in both the IdP and Expert. In this release, you can stop group syncing on local groups. You can also 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 can easily identify content reuse instances across your site. This ensures consistency and identifies opportunities for content improvement. The CSV lists the source and reuse pages, the number of times a page or section is reused, and the last time the content was updated. You can also 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 has been 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. are 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 is updated to include hold time in the silence When neither party is talking during an interaction. Is notable after three or more seconds. Total notable silence is the sum of all notable silence periods. calculation.

• Non-hold Notable Silence Seconds: Number of seconds of notable silence 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 were made to improve functionality and usability:

• When you hide specific terms from widgets that support hiding terms, those terms are hidden from all other users in your organization and the whole workspace.

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

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

• Users who only have the View permission enabled cannot save any changes to a workspace.

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

• You must save all changes before you can duplicate a category.

• For widgets that display data in percentages, you can choose whether data displays a rounded percentage or a precise percentage up to 25 decimal places. This affects the Channels widget, the Top Categories widget, and the Metrics widget.

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

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. Previously, when creating a presence rule, you mapped the states between CXone and Salesforce. You also assigned the presence rule to a team. When doing so, CXone validated that the team was assigned the CXone unavailable code. This could lead to a lot of manual work for enterprise organizations with many teams and unavailable codes.

In this release, you can ignore the team validation for presence rules with Salesforce. This allows 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 changes to the default Unavailable state.

You can enable and disable this feature with a new toggle on the rule creation page. When enabled, the validation does not occur and you can 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.

Performance Management (inView)

Dashboard Enhancements

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

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

• Metric Review Widget Enhancement: You can 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 have the option to compare metrics from one Monday to the previous Monday, helping you identify weekly patterns more easily.

These updates 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 includes an update to the Wallboards feature, specifically for the Current Agent State settings.

The Current Agent State Wallboard settings moved from the old stepper format to the new Slide-out Settings. This change makes 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. Managing your Current Agent State Wallboard is 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

There are two significant updates to the Gamification feature:

• Game Health Report: You'll have access to a new Game Health Report, which enhances your interaction with the Games History page. This update includes a new history view and a database rework. You can 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 are 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 automatically adjusts payouts to the correct amount if any changes occur after the initial distribution.

These updates 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.

Personal Connection

Removal of Speed to Lead

The speed to lead feature, which has been available in a controlled release, has been removed.

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 deploy This feature is immediately available when the new release deploys to your environment.

Virtual Agent Hub

Configure Your Virtual Agent to Handle a Contact That Rambles

You can 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. Setting up this feature requires some changes to your Next Prompt Behaviors and Default Next Prompt Behaviors snippets. This gives you greater control over how the virtual agent handles certain parts of the conversation.

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.

Regional Availability Expansion

Autopilot with voice biometric authentication is now 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

Previously, Click-to-Call was only available in the USA. In this release, it will also be available in Canada, Germany, Japan, and the United Kingdom.

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 can automatically detect and adjust lunch and break activities in real time. This ensures compliance with organizational break policies during schedule optimization and manual updates. This feature streamlines the scheduling process, minimizes manual errors, and ensures agents receive their entitled breaks according to company policies.

This feature requires 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 enhances the accuracy of staffing to meet SLAs Commitment between service provider and customer with defined service level thresholds 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 are 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 adds 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 reduces 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 allows agent-specific availability parameters, enabling more fine-tuned scheduling. This reduces the need for multiple weekly rules and ensures 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.

Flexible Schedule Optimization

WFM supports flexible schedule optimization for multiple shifts per day. This empowers 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 improves data resiliency and recovery for Intraday Manager. It also boosts WFM's reliability by mitigating data loss from ACD data feed outages. It ensures 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.

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 25.2 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 and an explanation of what changed.

Expert

Content Reuse Download

It was previously announced that this feature was not requested by customers and that it didn't impact the UI. Instead, it was requested by customers and does impact the UI.

Voice Access

Click-to-Call Regional Expansion

It was previously announced that Click-to-Call would become available in Australia, Canada, Japan, and the UK in 25.1 and that it would expand further to Brazil, Singapore, and UAE in 25.2. Instead, it is only available in the US in 25.1 and is expanding to Canada, Germany, Japan, and the UK in 25.2.

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 25.2 release but may be part of a future release.

Workforce Management

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.

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.

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.

Personal Connection

Removal of Speed to Lead