26.2 Release Notes

ACD

Allow or Prevent Transfer to an ACD Skill Based on Hours of Operation

Previously, agents could transfer an interaction to an ACD skill even if that skill's hours of operation were set to closed. In this release, you can configure voice skills to prevent agents from transferring interactions to it if the skill is closed based on its hours of operation.

This change prevents contacts from waiting indefinitely when no agents are available due to their department or organization being closed. By default, transfer is allowed even if the skill is closed. You can configure this setting in the ACD Skills page, via the skills bulk upload template, or by APIs that allow the creation or modification of ACD skills.

Customer Request

UI Change

Availability

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

Admin

Updated Default Number of Password Attempts for Login Authenticators

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

Customer Request

UI Change

Availability

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

Agent Assist Hub

New Regional Availability

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

Customer Request

UI Change

Availability

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

Agent Workspace for Salesforce Voice (Agent for Service Cloud Voice)

Call Disconnect Notification

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

Customer Request

UI Change

Availability

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

Wait Time Indicators for Queues

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

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

Customer Request

UI Change

Availability

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

After-Call Work Duration and Countdown Timers

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

• How long the agent has been in ACW.

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

They appear for both inbound and outbound calls.

Customer Request

UI Change

Availability

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

Improvements to Conferencing

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

Customer Request

UI Change

Availability

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

API

New Enable Audit API

A new API called Enable Audit is now available. You can use this API to retrieve detailed audit records for reporting and compliance.

Customer Request

UI Change

Breaking Change

Impacted Versions

v1

Availability

CR The feature is available for NiCE CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your Account Representative. On deploy This feature is immediately available when the new release deploys to your environment.

Permission API to Return All Tenant License Information

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

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

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

Customer Request

UI Change

Breaking Change

Impacted Versions

v1

Availability

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

Media Download API

A new API called Media Download is now available. You can use this API to bulk export voice or screen recordings. This API is only available to new NiCE CXone users.

Customer Request

UI Change

Breaking Change

Impacted Versions

v1

Availability

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

DEVone Integrations

InteractCX

Pricing Updates

The pricing model for InteractCX has been updated.

Customer Request

UI Change

Availability

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

Pindrop

Pindrop Pulse for Meetings

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

Pindrop Pulse for Meetings is licensed separately per user.

Customer Request

UI Change

Availability

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

Knowledge Management (Expert)

Webhooks

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

Customer Request

UI Change

Availability

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

Auto Description for Media Manager Files

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

Customer Request

UI Change

Availability

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

Pinned Pages Enhancements

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

Customer Request

UI Change

Availability

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

Site Speed Enhancements

This feature includes performance optimizations that reduces page load times across the site.

Customer Request

UI Change

Availability

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

OIDC Preferred Usernames

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

Customer Request

UI Change

Availability

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

Reporting

New Enable Audit API

A new API called Enable Audit is now available. You can use this API to retrieve detailed audit records for reporting and compliance.

Customer Request

UI Change

Availability

CR The feature is available for NiCE CXone customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your Account Representative. On deploy This feature is immediately available when the new release deploys to your environment.

Voice Access

Universal Call Branding with Hiya for Regions Outside the US

You can use Hiya secure branding to brand calls that terminate outside the United States, including Canada, the UK, and Europe. Both US and non-US numbers can be registered for branding when the call's destination is outside the US. For registered numbers, when the call's destination is within the US, the calls are routed to First Orion and TNS.

To use this service, no configuration is required in Hiya. Using Hiya call branding lets you call verification for contacts outside the US, protecting them from spoofed calls. It also allows you to maintain a consistent branded calling experience across regions outside the US.

Customer Request

UI Change

Availability

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

Universal Call Branding New Regional Availability

Universal Call Branding is expanding to additional regions, allowing businesses to show a caller name, logo, and call reason on outbound calls in Canada, the UK, Germany, Spain, and France. The feature supports up to 32 characters and secure branding through a pre-call API, with automated provisioning available in the customer portal.

Customer Request

UI Change

Availability

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

Workforce Management (CXone)

Staffing Requirement Calculation with Ready Time Adjustment

In version 26.2 and later, staffing requirements in Forecasting > Staffing Simulation are enhanced. The simulation incorporates agent Ready Time into the staffing logic, so the requirement numbers more accurately reflect how your contact center operates.

The calculation also uses your configured skill groups, which improves accuracy in multi-skill environments. Because the simulation follows a more realistic handling model, you see higher required agent counts than before.

To benefit from the improved logic, staffing must be recalculated. If schedules are already published, you rerun Staffing for the active job. If the schedules have not yet been published, you either update the existing job or run a new one.

Until you recalculate staffing, existing jobs continue to show the old requirement values.

Customer Request

UI Change

Availability

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

Edit and Delete Existing Future Activities in Schedule Manager

In Schedule Manager, you can review, edit, and delete future activities from a single place. This helps you keep your future activity plans accurate.

Previously, when you created future activities, you could not view or edit them all in one list or update them in a controlled way.

In this release, you can modify or delete future activities you no longer need, improving efficiency and reducing the time it takes to adjust them.

Customer Request

UI Change

Availability

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

Customize Activity Colors in Activity Codes Page

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

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

In this release, you have the option to select a default or custom color when you create or edit an activity code on the Activity Codes page and display the activity code names within Schedule Manager. These custom colors appear across Schedule Manager, My Zone, Requests, RTA, and other WFM pages update in the upcoming 26.3 release.

Some categories, such as Organization Closed and Unavailable, continue to use their system-defined default colors. This makes it easier to visually distinguish activities, review schedules more quickly, and support future enhancements that rely on clear activity visuals.

Customer Request

UI Change

Availability

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

Embedded Copilot Q&A in WFM Intraday Manager

A Copilot Q&A panel is now embedded in Intraday Manager, so managers can ask supported WFM questions directly from the intraday view without switching pages.

How it works

• Open the Copilot panel from the Intraday header and ask WFM prompts (the same set as in Enlighten Copilot; permissions are enforced).

• Answers are based on reporting data (not real-time intraday), which is ideal for performance evaluation and planning.

Value

• Faster insight with less context switching.

• Diagnose recent adherence and coverage patterns and prepare for the upcoming days, all within the Intraday page.

Customer Request

UI Change

Availability

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

Schedule Optimization with Predictive Extra Hours

You can run an on-demand optimization in Schedule Optimization > Plans that proposes extra hours for eligible agents. The optimizer evaluates interval-level staffing gaps, agent skills, multiskill leverage, and daily and weekly hour limits, and suggests extending shifts at the start or end where it has the greatest impact.

Previously, when you needed extra hours to cover demand, you often relied on manual judgment or approval rules to decide which agents’ shifts to extend and by how much. It was hard to balance skill needs, existing schedules, and labor constraints, such as maximum hours per day or week. This increased the risk of non-compliance and could result in inefficient use of multi-skilled agents.

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

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

Customer Request

UI Change

Availability

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

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

On the My Zone > My Schedule page, NiCE CXone WFM includes significant accessibility improvements to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

These changes help ensure that more users can view and manage their schedules, requests, and activities with confidence.

Customer Request

UI Change

Availability

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

Informative, Activity Context Notifications for Clear Schedule Updates

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

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

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

Customer Request

UI Change

Availability

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

Improved Usability with Unified Trading Experience Across My Zone and Mobile

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

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

In this release, the mobile trade flow is refined to better align with the web trade logic, with synchronized navigation and clearer notifications. All configured Shift Trade parameters continue to be enforced for mobile trades, and agents select the day or days they want off, which filters the list of eligible trade partners.

These changes will be available with the NiCE CXone WFM mobile release 3.7.1, targeted for the end of April 2026, and provide a more consistent trade experience across My Zone and the mobile app while honoring the trade rules defined by admins.

Customer Request

UI Change

Availability

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

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

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

Previously, agents could trade only scheduled shifts in the mobile app. If they wanted to trade a day off, they had to go through additional manual steps or use the web experience, and they could not easily filter potential trade partners by the day they want off. This limited flexibility and made it harder to find suitable matches.

In this release, agents can now start trades on a day off, in addition to a working shift. The mobile Trade flow validates all configured shift trade parameters defined by the administrator, and agents define preferences for which day off they want to filter the list of eligible target agents. These changes will be available with the NiCE CXone WFM mobile release 3.7.1, targeted for the end of April 2026.

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

Customer Request

UI Change

Availability

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

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

Previously, the Manage Requests page calculated and displayed net staffing across all dates retrieved. This could affect page performance and initial page load times, negatively impacting the overall user experience on a high-touch, widely used approval page for agent schedule requests.

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

Customer Request

UI Change

Availability

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

Improved Performance for Large Data Sets with Filters & Pagination on Key Agent Request and Approval Administration Pages

NiCE CXone WFM advances toward supporting larger tenant sizes through performance and usability improvements.

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

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

Customer Request

UI Change

Availability

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

WFM Reports in NiCE CXoneDashboard

WFM reports are now available on the NiCE CXone Dashboard, providing direct access to WFM reporting from the dashboard experience rather than the Reporting application. These reports are planned to replace the existing reports in a future release.

Previously, WFM reports were available under the Reporting application.

In this release, the same reports, including Adherence, Intraday Manager, and Time Utilization, are accessible as prebuilt reports within the NiCE CXone Dashboard, using the same underlying data.

Dashboards and reports are displayed according to the user's selected time zone. This provides visibility into agent time allocation and performance, helping supervisors make better-informed scheduling and operational decisions.

Customer Request

UI Change

Availability

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

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

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all NiCE CXone customers. Some GA features may require you to purchase a license to use it. On 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 26.2 release.

Changed Features

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

ACD

Allow or Prevent Transfer to an ACD Skill Based on Hours of Operation

It was clarified that this feature is for voice only.

Voice Access

Universal Call Branding with Hiya for Regions Outside the US

Universal Call Branding New Regional Availability