This page shows the products and features currently planned for the 25.4 release cycle, which begins on 29 October 2025 and ends when the next release begins, which is currently targeted for 29 January 2026. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle. Remember that you may be required to purchase a license or sign up for a controlled release (CR) program to access some of them.
Register for the 25.4 webinar.
- Join the webinar for the AMER and EMEA regions on 11 November, 12:00 PM to 1:00 PM EST.
- Join the webinar for the ANZ region on 12 November, 10:00 AM to 11:00 AM AEST.
These sessions will cover the coming features in more detail.
How to Use This Page
All new products and features are shown by default. If you want to see only products and features in your CXone Mpower system, you can clear the checkboxes to remove features you don't need from your display.
Each feature description includes a table that states whether the following details apply to it. 
means that the detail applies to the feature and 
means that the detail does not apply to the feature.
| Customer Request | The feature was developed by customer request. |
| UI Change | The feature introduces changes to the user interface (UI). |
| Breaking Change | For API features only. If your integration uses the specified API, you must update your integration to avoid disruptions. |
| Impacted Versions | For API features only. The versions of the API that were changed. |
| Availability |
This cell tells you two things about the feature:
|
Learn about the platform requirements and FedRAMP support status for the CXone Mpower apps you use.
Global Changes
NiCE Logo Change
The NiCE logo shown throughout the CXone Mpower suite has been updated to a new logo.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Safe Mode Regional Expansion
Previously, safe mode was only available in North America. It is now available in all regions.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Removed Applications and Features
Removal of Hosted Softphone Solutions
The CXone Mpower Softphone and CXone Mpower Softphone - Hosted - VDI products from CounterPath will no longer be available for use at the end of 2025. If you have not already done so, switch your agents to the Integrated Softphone solution as soon as possible.
CXone Mpower Softphone - Hosted will continue to be available for download and use for Mac and Windows machines.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Removal of Auto Attendant
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Agent Assist Hub
New Regional Availability
Agent Assist Hub is now available in South Africa.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
API
Security Context
CXone Mpower now has a new concept called Security Context. This is a combination of
This is not a breaking change. It is an optional method of accessing user authorization data. For example, if you use the /roles/search 
API to retrieve this data, you may want to switch to the new Security Context method.
| Customer Request |
|
UI Change |
|
Breaking Change |
|
Impacted Versions | - | Availability | GA
On toggle |
RSA Key Rotation
If you built an integration using CXone Mpower APIs, check that your authentication process supports RSA key rotation. CXone Mpower signs access and ID tokens with an RSA key. You can use the /auth/jwks API to validate this key. Your validation process should be dynamic, ensuring your app continues working when NiCE rotates its RSA keys. You should not hard-code RSA keys, nor store them in a wallet or other storage location. This helps your application meet current security standards.
| Customer Request |
|
UI Change |
|
Breaking Change |
|
Impacted Versions | All | Availability | GA
On deploy |
Programmatically Register Single-Tenant Applications
A new set of APIs let you programmatically register single-tenant applications with NiCE. This speeds up the process of integrating with CXone Mpower. Instead of waiting on the existing manual process, you can define details about your integration and quickly receive authentication credentials after approval by NiCE.
| Customer Request |
|
UI Change |
|
Breaking Change |
|
Impacted Versions | V1 | Availability | GA
On deploy |
DEVone Integrations
Pindrop
Voice Authentication and Fraud Detection
The Pindrop integration is now live. Pindrop brings advanced voice authentication and fraud detection capabilities to CXone Mpower.
Key Features:
-
Voice Biometrics & Fraud Detection: Pindrop’s platform analyzes call audio to verify identity and flag suspicious behavior.
-
Modular Services:
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Protect: Real-time voice authentication.
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Passport: Identity verification across channels.
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Pulse: Risk scoring and fraud analytics.
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Fraud Assist: AI-driven case handling for fraud analysts.
-
-
Call Capture: CXone Mpower facilitates audio transport to Pindrop via a prebuilt module, supporting up to 13,000 concurrent calls.
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Custom Implementation: Scoped per organization, with timelines ranging from 6 to 36 weeks. Multi-phase deployments are common.
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Compliance Support: Pindrop handles legal considerations around voice biometrics, including consent, HIPAA, and BAA documentation.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Feedback Management
These features will be available later in the release cycle, in January 2026.
SFTP URL Change
If you use SFTP for Feedback Management, you must update your SFTP address before receiving the 25.4 Feedback Management update. Your current URL no longer works after the update, so changing it soon ensures a smooth transition and uninterrupted service.
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Current URL: sftp://yourcompany.satmetrix.com:22
-
New URL: sftp://sftp.yourcompany.satmetrix.com:22
If you have questions, contact your CXone Mpower Account Representative.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Web Survey Accessibility
Web surveys are updated to meet global accessibility standards, including the Web Content Accessibility Guidelines (WCAG). These updates make surveys easier to use for people with visual, motor, and cognitive disabilities. Improvements include support for screen readers, keyboard navigation, high-contrast color options, and better labeling of mandatory questions. You can also add alt text to images and choose vertical layouts for scale questions on mobile devices.
Most existing surveys are updated automatically. New configuration options are available for further customization. These changes help you reach a wider audience and meet legal and ethical accessibility standards.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Comment Profanity Masking
Profanity masking automatically redacts offensive language in open-ended survey responses. This helps maintain a respectful environment for staff reviewing feedback. You can manage a custom keyword list for each survey language. Masking applies only to new comments, but you can still view the original text if needed.
This feature is enabled by a system setting and works with both text and IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. survey comments. Audio recordings of the redacted comments are hidden from playback in IVR surveys and clearly marked in the interface.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Data Deletion Improvements
The data deletion process is faster and supports better data governance. You can delete invitations, responses, and contact records that are older than the configured retention period. To adjust the retention period, select a value between 3 and 60 months based on your organization's requirements. By default, records older than 36 months are eligible for deletion. Deletion jobs run automatically based on system volume. Opted-out contacts The person interacting with an agent, IVR, or bot in your contact center. are deleted but their opt-out status is saved.
These updates simplify data management and ensure compliance with retention policies.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Autosubmit Survey After Last Question
Short surveys support automatic submission after the final question is answered, with no need to click a submit button. Instead, the last question, which is usually a comment or multiple-choice question, acts as the final step. This feature is enabled through a new survey property setting.
You can also customize the label of the survey submission button using the Manage Translations page. To help guide respondents, you can also add a short message above the final question to let users know their response will be submitted right away. This feature makes short surveys faster and easier to complete, boosting response rates and user satisfaction.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
No Send Rule Change
Previously, you could configure a survey no send rule with a maximum of 9,999 days. In this release, the maximum is 365 days.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Expanded Language Support for ElevateAI
ElevateAI supports more languages, offering a localized experience for global users. See the ElevateAI documentation 
for a full list of supported languages.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Interaction Analytics
AI Filtering with Natural Language Prompts
An AI filtering tool automatically applies filters for you based on prompts you enter. This helps save time spent manually configuring filters. It also figures out which filters need to be applied based on your interests. You can also save the AI filter results as a saved search. This helps you identify interactions you want faster with less trial and error. You must have IA Advanced or IA Premium license to use this feature.
| Customer Request |
|
UI Change |
|
Availability | GA
On toggle |
Regional Availability
Interaction Analytics is available in South Africa. However, AutoSummary is not yet supported for this region. So, no autosummaries appear in the Notes section of interaction transcripts for this region yet.
| Customer Request |
|
UI Change |
|
Availability | GA
On toggle |
Partner Applications
Adapters
Static IPs to Allow for Networking
The Adapters application added static IPs for network traffic. This helps you meet security policies that require you to add these IPs to your network’s allow list. It also lets you bypass MFA Requires a second verification method, like a code from an authenticator app or SMS, in addition to a password. This reduces the risk of unauthorized access if credentials are compromised. requirements with certain other platforms.
You are not required to add these IPs to an allow list. Existing Presence Sync and Directory Sync setups will continue to function without issue.
View IPs for syncing with Microsoft Teams, RingCentral, Salesforce, and Zoom
If you want to add these IPs to your network's allow list, you only need to add the IPs listed for the region in which your CXone Mpower platform is hosted.
| Cluster | IP Addresses |
|---|---|
| North America - USA |
|
| Canada |
|
| EU |
|
| UK - London |
|
| Australia |
|
| Japan - Tokyo |
|
| Japan - Osaka |
|
| Korea - Seoul |
|
| UAE |
|
| FedRAMP |
|
View IPs for syncing with Azure Communication Services
If you want to add these IPs to your network's allow list, you only need to add the IPs listed for the region in which your CXone Mpower platform is hosted.
| Cluster | IP Addresses |
|---|---|
| North America - USA |
|
| Canada |
|
| EU |
|
| UK - London |
|
| Australia |
|
| Japan - Tokyo |
|
| Japan - Osaka |
|
| Korea - Seoul |
|
| UAE |
|
| FedRAMP |
|
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Reporting
New Regional Availability
Reporting is now available in South Africa.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Data Download Reports
Scheduled Report Queuing for All Regions
Report queuing is now available for data download reports in all regions. Without report queuing, high volumes of scheduled data download reports can time out during processing. With report queuing, scheduled reports enter a queue and run successively. This helps reports run more smoothly at high volume times, like at the end of a month or quarter.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Populating Columns in Digital Engagement CDR Report
Previously, some columns in the Digital Engagement CDR report may have shown null values. In this release, those columns show the correct data.
View list of columns
-
SLA
-
Prequeue
-
Inqueue
-
Agent_Time
-
Postqueue
-
ACW_Time
-
Abandon_Time
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Total_Time_Plus_Disposition
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Routing_Time
-
Callback_Time
-
Disp_Code
-
Disp_Name
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Custom Reports
Scheduled Report Queuing for All Regions
Report queuing is now available for custom reports in all regions. Without report queuing, high volumes of scheduled custom reports can time out during processing. With report queuing, scheduled reports enter a queue and run successively. This helps reports run more smoothly at high volume times, like at the end of a month or quarter.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Studio
PAGE Action Update
You can now edit the contents of the Raw XML property in the PAGE action. You can paste output from an external XML editor into this action. This provides flexibility when working with this action.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
Workforce Management
Adjust Forecasts Post-Scheduling
The Adjust Forecast Flow-through upon saving now allows you to update the forecast even after schedules are generated. Once the
Previously, updating forecasts after scheduling required manual actions to sync changes across the system.
In this release, you can adjust future intervals directly to the forecast flow. This helps improve accuracy, reduce manual effort, and ensure real-time alignment across all planning tools.
| Customer Request |
|
UI Change |
|
Availability | GA
On toggle |
Active Forecast Display
The Forecast Job List and Schedule Generation pages now display which forecast job has generated each schedule. These visual indicators help you identify the forecast that drives staffing metrics.
Previously, it was difficult to identify which forecast was used during schedule generation, making it unclear what data was driving performance insights on the Intraday and Schedule Manager page.
In this release, visual indicators reflects the forecast job that was used for a given schedule, helping you understand that the schedule is based on forecasted data, even though the specific job is not identified.
This enhancement supports better decision-making, reduces errors, and improves operational efficiency.
| Customer Request |
|
UI Change |
|
Availability | GA
On toggle |
Update Net Staffing Based on Standalone Simulations
You can now calculate Net Staffing using skill distribution data from standalone simulation results. This helps you make more accurate decisions when approving requests, adjusting intraday schedules, and optimizing staffing.
Previously, net staffing relied on static rules or legacy heuristics, which may not accurately reflect real-time changes, such as time-off requests, meetings, or skill re-assignments.
In this release, you can:
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Use agent skill distribution per interval from simulation results to update net staffing.
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Improve accuracy across Intraday Manager, Intraday Reports, Optimizer, and Auto-approvals.
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Ensure the system reflects the latest agent movements and schedule changes.
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Continue using legacy methods for past dates, while future dates benefit from simulation-driven updates.
This enhancement helps you maintain better staffing alignment with actual agent availability and expected service levels.
| Customer Request |
|
UI Change |
|
Availability | GA
On toggle |
Reset Carryover Process to Clear Last Carry Over Time-off Values
Note: This feature is available with the Basic license.
The Reset Carryover Process now lets you undo the automatic carryover of time off. The impact of Reset causes the carryover column to go blank in the Time Off Summary page. If the process completes with incorrect rules or schedules, you can now reset and make necessary adjustments. Additionally, Reset carryover cancels any manual edits.
Previously, once the carryover process was completed, you could only edit errors. This limited your ability to correct issues and maintain audit accuracy.
In this release, you can reset the carryover process after making edits. This helps improve accuracy, reduces manual corrections, and ensures that your time-off policies are properly applied.
| Customer Request |
|
UI Change |
|
Availability | GA
On toggle |
Rerun Carryover Process for Time Off Management
Note: This feature is available with the Advanced license.
The Rerun Carryover Process now allows you to rerun the time-off carryover process after making adjustments, without manually editing carryover values. This helps ensure that time off allotments are accurate and aligned with policies.
Previously, once the carryover process ran, you couldn’t rerun it, even if changes were needed. This limited your ability to correct errors and maintain audit accuracy.
In this release, you can rerun the process after updating rules or schedules. This enhances accuracy, reduces manual effort, and facilitates more effective time-off management across your workforce.
Learn more about Time-Off Planning.
| Customer Request |
|
UI Change |
|
Availability | GA
On toggle |
Define Date-Specific Approval Rules
Note: This feature is now available with the Advanced license.
You can now define Approval Rules that apply to specific calendar dates, such as holidays, blackout periods, or seasonal events. These date-specific rules help automate agent request approvals, minimize manual intervention, and ensure timely responses during critical scheduling periods.
Previously, approval rules applied broadly and required manual oversight, even for predictable scenarios.
In this release, you can:
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Define rules for single dates or sporadic future dates.
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Set date-specific allotments for time off requests.
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Ensure only active rules are used for validation, with expired rules clearly indicated.
This enhancement enables you to tailor approval logic to the operational calendar, enhancing consistency and reducing delays.
| Customer Request |
|
UI Change |
|
Availability | GA
On toggle |
Approve or Decline Multiple Requests in One Action
The Manage Requests page now supports bulk approval and decline actions, making it easier and faster to process multiple agent requests. This enhancement saves time, reduces repetitive actions, and accelerates decision-making.
Previously, managers had to approve or decline each request individually, which slowed down operations and increased manual effort.
In this release, you can:
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Select and process all visible requests on the current page.
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View warning icons for any requests that fail to update; these revert to pending status.
This update streamlines request handling and improves efficiency, especially during high-volume periods.
| Customer Request |
|
UI Change |
|
Availability | GA
On toggle |
CXone WFM Integration with Amazon Connect
CXone WFM now supports integration with Amazon Connect through Engagement Hub. This enhancement enables accurate Forecasting, Scheduling, and Real-time Adherence using standardized data from Amazon Connect.
Previously, CXone WFM was limited to CXone Mpower-native ACDs, which restricted its use in broader environments. This integration expands support to Non-CXone Mpower ACDs, starting with Amazon Connect, helping you manage workforce operations more flexibly.
In this release, you can access:
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Historical data for forecasting
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Intraday data for schedule adjustments
This integration extends WFM’s powerful planning and tracking capabilities to Amazon Connect multi-ACDs.
| Customer Request |
|
UI Change |
|
Availability | GA
On deploy |
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 25.4 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 previously published on the Coming Soon page and an explanation of what changed.
ACD Routing
Advanced Routing Availability
This feature was already announced and completed in a previous release. It has been removed from the 25.4 Coming Soon notes, but the capability remains available.
Improved Priority Comparison with Dialer Calls
This feature was already announced and completed in a previous release. It has been removed from the 25.4 Coming Soon notes, but the capability remains available.
Copilot for Agents
Copilot Rules Engine for Real-Time Agent Suggestions
This feature was originally planned to be available at deployment. However, its release has been deferred to a subsequent phase within the release cycle due to internal adjustments.
Creating and Managing Text Cards and Decision Tree Interviews with Elements
This feature was originally planned to be available at deployment. However, its release has been deferred to a subsequent phase within the release cycle due to internal adjustments.
Creating Custom Adaptive Cards with Elements
This feature was originally planned to be available at deployment. However, its release has been deferred to a subsequent phase within the release cycle due to internal adjustments.
Copilot for Engagement Hub - Multi- ACD Support
This feature was originally planned to be available at deployment. However, its release has been deferred to a subsequent phase within the release cycle due to internal adjustments..
Global Changes
Use JWKS Endpoints for RSA Key Rotation with Applications
This feature was originally announced under Global Changes. The announcement has been moved to the API section. For more details, select the API filter on the top right.
New Applications
Multi Agent Coordinator
In this release, you will be introduced to the Multi Agent Coordinator (MAC), the orchestration engine at the core of Mpower Agents . MAC will help you coordinate tools, LLMs, and AI agents into flexible, context-aware workflows. Rather than relying on rigid, hard-coded flows, you will dynamically orchestrate tasks based on context, intent, and MAC configurations. With MAC, you will be able to:
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Use tools like Mpower Agents, Custom Prompts, and Live Transcript in your workflows.
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Set up one orchestration flow and use it across different areas, such as Copilot for Agents, Copilot for Supervisors, and chatbots.
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Try out and check your workflows using built-in testing and debugging tools before making them live.
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Make sure your workflows work well and can grow by using settings for control, tracking what happens during execution, and checking that everything runs as expected.
MAC will contain following features:
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MAC Builder : With this feature you will be able to create multi-agent orchestration flows using a guided, no-code interface. You will also be able to:
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Design orchestration logic intuitively without coding.
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Use tools like Mpower Agents and Live Transcript.
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Automatically access and attach registered tools to MAC flows.
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Integrate any MCP-compliant tool or LLM as the catalog grows.
-
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MAC Runner: With this feature you will be able to execute orchestration flows built in MAC Builder. You will also be able to:
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Choose between Agent-Run or App-Run execution modes.
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Manage tool execution, branching, and multi-turn interactions.
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Monitor tool usage, status, inputs, outputs, and results.
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Reuse Mpower Agents registered as MCP tools.
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Trace execution and handle errors for reliable performance.
-
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MAC Playground: With this feature you will be able to test, simulate, and debug your orchestration workflows before deployment. You will also be able to:
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Chat with MAC to send requests and observe responses.
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View each orchestration step, including tool usage, inputs, and outputs.
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Simulate App-Run tools by default; run or simulate Agent-Run tools as needed.
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Speed up testing by providing expected outputs.
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Review execution details and errors to fine-tune flows.
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ACD Routing
Advanced Routing Availability
Advanced routing features will become available in:
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Canada
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Japan
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Korea
-
South Africa
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UAE
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FedRAMP configurations
Advanced routing features include the ability to specify multiple routing attributes at a time and the option to prioritize routing decisions based on the Most Occupied or Least Occupied agents.
This feature was already announced and completed in a previous release. It has been removed from the 25.4 Coming Soon notes, but the capability remains available.
Improved Priority Comparison with Dialer Calls
Priority-based routing State that allows an agent to complete work requirements after finishing an interaction. will be more accurate in setups where agents receive both outbound dialer calls and other 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.. This enhancement will ensure that the highest priority interaction is delivered to an agent when your system blends inbound and outbound skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge..
This feature was already announced and completed in a previous release. It has been removed from the 25.4 Coming Soon notes, but the capability remains available.
Multi-turn Conversations in the Flow Designer
Currently, when creating a flow using the Bot Builder, you are limited to a single prompt to generate the flow. In this release, you can further fine tune the flow by building on the first prompt. You ask for additional customization, request explanations of the intents and scripts, and continue refining until you are satisfied with the flow.
Global Changes
Safe Mode Regional Expansion
Currently, safe mode is only available in North America. In this release, it will become available in all regions.
Features Added to This Release
API
Create Retention Change Data Policies
Mobile SDK
Color Customization
GenAI Prompt Editor
Copilot for Agents Use Case Expansion
Previously, you could only edit the generative AI prompts for Copilot AutoSummary, KB answers, and journey summary. In this release, you can configure AI prompts for these Copilot for Agents features:
-
Real-time summaries
Removed Applications and Features
Removal of