2024-1 Release Notes

This page shows the products and features in the 2024-1 release cycle. 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, but you will have them all by 25 July 2024. Remember that you may be required to purchase a license or sign up for a controlled release (CR) program to access some of them.

View the 2024-1 webinar recording. This covers the features in more detail.

Learn about the platform requirements and FedRAMP support status for the CXone apps you use.

Global Changes

Weak Password Prevention

Each user's password is checked against a repository of commonly used passwords. If their password matches one of the commonly used passwords, they are forced to create a new password. Some of the passwords that are rejected include:

  • Any password that includes the word "password." For example, Password@1234.

  • Any password that includes the user's email address, username, first name, last name, or system name.

Passwords are checked against this repository whenever:

  • A new user is activated.

  • A user's password expires.

  • A user resets their password.

Preventing weak passwords increases the security of your system.

Customer Request UI Change Availability GA
On toggle

Users Can Unlock Their Own Account

Previously, whenever a user was locked out of their account, an administrator had to unlock it for them. In this release, users can unlock their own account. They can do so by resetting their password with the Forgot Password link in the login window. This update removes the need for administrators to spend time unlocking user accounts.

Customer Request UI Change Availability GA
On toggle

What's New in the Online Help

Success Guides for Interaction Analytics

The Interaction Analytics section of the online help now includes more success guides to help you achieve your business goals. Guides have been added to help you:

File Path Changes

The following sections or pages have experienced a URL change. If you have links or bookmarks to these areas, you will need to update them.

Removed Applications and Features

Legacy CRM Agent Applications Removed

These CRM agent applications have reached end of life:

  • Agent for Microsoft Dynamics (Tenfold)
  • Agent for Oracle Service Cloud (Legacy Agent)

  • Agent for ServiceNow (Tenfold)

  • Agent for Microsoft Teams (Tenfold)

  • Agent for Zendesk (Tenfold)

Customer Request UI Change Availability GA
On deploy

New Applications

Click-to-Call

Click-to-Call is available in controlled release. It lets you add a button to your website where visitors can reach one of your live contact center agents using their browser's softphone. This can help you to reduce or eliminate: 

  • Extra steps to connect to a Sales or Support team.

  • Overhead costs, such as service number fees and mobile surcharges.

You can add the Click-to-Call button to your website without advanced coding knowledge. It only requires you to copy in a few lines of code. Click-to-Call is only available for website visitors using a desktop device.

Customer Request UI Change Availability CR
On deploy

Enlighten Autopilot

Enlighten Autopilot is a new intelligent virtual agentClosed A software application that handles customer interactions in place of a live human agent.. It comes equipped with Enlighten XO AI and over 30 years of interaction data. Autopilot uses that data, along with your organization's interaction data, to build conversation flows. Autopilot provides seamless customer experiences and decreases escalations to live agents.

Autopilot can:

  • Respond conversationally. It understands context and switches topics easily.

  • Learn from interactions to improve its responses.

  • Fully resolve issues via self-service.

  • Assign tasks to customer intents.

  • Proactively send messages to contacts based on their identified needs and interests.

You can customize Autopilot to meet your business needs. Autopilot is a new virtual agent that combines SmartAssist with Enlighten XO. It does not replace SmartAssist.

Customer Request UI Change Availability GA
On deploy

ACD

Page Improvements

The Script Schedules and Stations pages have a new look and feel. The basic functionality of these pages hasn't changed. The benefits of the updates include:

  • Reduced loading time.

  • Increased security.

  • Updated and modernized page design.

Customer Request UI Change Availability GA
On toggle

UnlinkAgent Studio Action

The existing Unlink Studio action removes the agent from the call and puts the call back in the queue. This ends the agent legClosed The period of time during which the CXone ACD stays connected to an agent. Controlled by the Phone # Timeout setting in Business Units > Details. session. The new UnlinkAgent Studio action also disconnects the agent from the contact in CXone, but it keeps the agent leg connected to the call. The agent can use their physical phone (PBXClosed Internal telephone network that manages an enterprise's incoming, outgoing, and internal voice calls.) to transfer the call to a department with a phone extension that cannot be dialed within CXone.

For more details about this feature, select the Studio filter on the top right.

Customer Request UI Change Availability GA
On deploy

Agent for SCV

Automated After Call Work (ACW) Status

Previously, agents could manually put themselves into an After Call Work (ACWClosed State that allows an agent to complete work requirements after finishing an interaction) status. In this release, agents are automatically put into ACW after each call. They are no longer able to put themselves in ACW manually.

Customer Request UI Change Availability GA
On deploy

API

The developer portal documentation updates at the end of the release cycle.

APIs for Interaction Analytics

A new set of Interaction Analytics APIs lets you retrieve annotated interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. and complete transcriptsClosed Written form of a voice or digital interaction of each interaction. Documentation for these APIs will be added to the developer portal under a new Interaction Analytics category.

Customer Request UI Change Availability GA
On deploy

Mask Voice, Screen, or Both from Call Recordings

Version 29 of the /mask and /unmask APIs have a new maskRecordingMedia parameter. This lets you specify if you want to mask only the audio, only the screen, or both, from the recording. By default, both audio and screen are masked.

Customer Request UI Change Availability GA
On deploy

Enhancements to Data Extraction API

Version 7 of the Metadata entity of the Data Extraction API contains the following enhancements:

  • You can filter by date and time.

  • The API exposes business data fields.

  • New fields:

    • Associated Contact No List

    • Interaction ID

Customer Request UI Change Availability GA
On deploy

DEVone Integrations

SightCall

SightCall VISION

SightCall VISION enhances your support options with live video, augmented reality (AR) capabilities, and AI Computer Vision. It helps your agents assist contacts as if they were on site. For example, a contact might need help troubleshooting an espresso machine. Using their camera phone, the contact could show your agent what the issue is. SightCall VISION also has a variety of additional features to improve support, such as:

  • AI Recognition: Before the contact interacts with an agent, they can capture data with their camera. This uses AI Computer Vision to analyze visual context like bar codes, model numbers, or contact information.

  • AI Recommendations: Generate prompts based on the visual data, like service articles or troubleshooting steps.

  • AR Annotations: Agents can interact with the video feed. They can draw on the screen, like circling a button to press on the espresso machine, or make annotations.

  • AI Report Summaries: Capture full context of an interaction. This includes pictures, annotations, label scans, transcripts, geolocation, and more. Agents can use this information for tasks like support summaries, final actions, or shipping new parts.

Video, AR, and AI capabilities help contacts and agents work together more effectively to solve issues. This makes support interactions more pleasant and efficient.

Customer Request UI Change Availability GA
On deploy

Interaction Analytics

Interaction APIs

Interaction data is available via API. This provides an additional way for you to access your data. Two APIs are available. One provides interaction metadata by date range, skill, and team. The other provides interaction transcripts and annotations.

For more details about this feature, select the API filter on the top right.​

Customer Request UI Change Availability GA
On deploy

Support for Japanese

Users can analyze Japanese interactions in addition to English, French, Canadian French, German, Brazilian Portuguese, and Spanish. You can create separate datasets for each of these languages; that is, one language per dataset.

When you add Japanese analysis to Interaction Analytics, a drop-down for language is available for dataset creation and for category and workspace templates. To support Japanese, you can create custom categories, sentiments, and entities. You can ignore phrases and apply corrections to interactions in Japanese. Selected widgets and filtering capabilities also support Japanese. The Interaction Analytics user interface remains in English only.

Contact your CXone Account Representative to enable analysis for Japanese and complete purchase and implementation.

Customer Request UI Change Availability GA
On deploy

New Language Model Page

Previously, Settings and Interaction Routing appeared under different sections in the Interaction Analytics navigation menu. In this release, these sections have been combined into a new page called Language Model. This new page includes all the current options listed under Settings and Interaction Routing along with some helpful overview details about each separate option.

This change also includes other UI updates. You can now click Update Data on the Language Model page instead of applying your changes on each configuration page. If you use multiple languages with Interaction Analytics, you select a language on the Language Model page that applies to each configuration page. The Reprocess Status now slides out from the left bottom corner instead of opening from the bottom of the left navigation menu.

Customer Request UI Change Availability GA
On toggle

Partner Applications

Monitoring Gateway Name Change

The PartnerHub name changed to Monitoring Gateway. This more accurately reflects the features and planned updates under this label.

Customer Request UI Change Availability GA
On deploy

Adapters

Previous State Subscriber State for Presence Sync

You can set a new ACD subscriber state in your Presence Sync subscriber rules. This new state is called previous state. When set as the ACD state in a rule, the CXone agent application returns to whichever state it was previously in. For example, Busy for Microsoft Teams is mapped to Previous State for the CXone ACD. In this scenario:

  • An agent's Microsoft Teams state is Busy and they set their CXone state to Available.

  • The agent receives a call in Microsoft Teams.

  • Their Microsoft Teams state changes to Busy - In a call and their CXone state changes to Unavailable - Teams.

  • The agent ends the call in Microsoft Teams.

  • Their Microsoft Teams state returns to Busy.

  • Because the Microsoft Teams state is Busy, and Busy is mapped to Previous State, the CXone state returns to Available.

In this example, Busy is not mapped to a specific state in CXone. Rather, when the Microsoft Teams state changes to Busy, the CXone state will return to its previous state, which was Available.

Customer Request UI Change Availability GA
On deploy

Voice Quality Metrics

WebRTC Monitoring Available for Salesforce Agents

WebRTC monitoring is available for Salesforce Agent and Agent for Service Cloud Voice. Agents must update their agent applications to the latest version for their activity to be monitored.

Customer Request UI Change Availability GA
On deploy

Improved Data Organization

Data presented in the Call Details tab was reorganized. This lets you see more information within a single screen and avoid scrolling. Part of this strategy is to:

  • Highlight the most frequently used data by listing it at the top of each column.

  • Make certain pages easily accessible with new buttons, explained in the remaining notes in this section.

Customer Request UI Change Availability GA
On deploy

WebRTC Analytics Page

Each contact record in the Voice Quality Monitoring tab has a new page to display WebRTC analytics. These analytics include a variety of in-depth metrics and timelines for the call, such as:

  • Connection jitters

  • Bitrates

  • Packet loss

This page lets you analyze technical details about calls, which make troubleshooting easier. You can pinpoint precisely where call issues exist and where to implement fixes. The Call Details tab of each contact record has a new button to open this page.

Customer Request UI Change Availability GA
On deploy

Call Recording Visualizer

You can quickly access call recordings from a button in the Call Details tab. The button opens a page that displays each person's speaking time, a waveform of the audio, and allows you to skip around the recording. This lets you validate call issues in the actual recording directly from the Voice Quality interface. You must have call recording enabled to use this feature.

Customer Request UI Change Availability GA
On deploy

Call Ladder Page

Previously, to access a call ladder, you needed to click the contact ID link then click CXone Voice Diagnostics. In this release, you also have a new Voice Diagnostics button in the Call Details tab to quickly access the call ladder.

Customer Request UI Change Availability GA
On deploy

Pin Contact Records

You can pin contact records in the Voice Quality Monitoring tab. This lets you quickly access specific records, particularly when handling issues involving multiple calls. This pin is on the Call Details tab of each record, along with the three other new buttons.

Customer Request UI Change Availability GA
On deploy

Personal Connection

Manually Pace Outbound Agentless Messages

You can now control the timing of delivery of outbound agentless messages. This allows you to better manage the quantity of inbound messages you receive in response.

Customer Request UI Change Availability GA
On toggle

Increased Speed of Hot Leads

The speed of hot leads through the CXone system has been increased. This reduces the time it takes from when a contact invites a solicitation to the moment they connect with your organization. For example, a contact requests a quote for insurance. The request is brokered to five different companies. Studies show that the first company to engage with the contact after this kind of request has an 85% or better chance of closing the opportunity. The increased speed of hot leads through CXone allows you to be more competitive and increase your chances of gaining more business.

Customer Request UI Change Availability CR
On toggle

Create Regional US Holiday Calling Curfews

You can now create regional calling curfews for the United States. This allows you to be compliant with calling restrictions for state and local holidays.

Customer Request UI Change Availability GA
On deploy

Increased Support for Active Inventory of Contacts to Dial

Previously, the limit of the inventory of contacts to dial was 1 million. In this release, the limit has been increased to 4 million. 

Customer Request UI Change Availability GA
On deploy

Use Cloud Email as an Alternative to the File Server

You can now use cloud email instead of the file server infrastructure. Opting to use cloud email reduces the load on the file server, which improves stability. This feature must be enabled by your CXone Account Representative.

Customer Request UI Change Availability GA
On deploy

Studio

UNLINKAGENT Action

The existing Unlink action removes the agent from the call and puts the call back in a post-queue state. This ends the agent leg session. The new UnlinkAgent action also disconnects the agent from the contact in CXone, but it keeps the agent leg connected to the call. The agent can use their physical phone (PBXClosed Internal telephone network that manages an enterprise's incoming, outgoing, and internal voice calls.) to transfer the call to a department with a phone extension that cannot be dialed within CXone. Certain phone types cannot support this kind of transfer, including softphones.

You need to use the Indicate action to give the agent a way to trigger the UnlinkAgent logic. Agents enter the next agent state in their workflow after they unlink from a call. If they unlink before transferring, they need time in a working state like ACWClosed State that allows an agent to complete work requirements after finishing an interaction . This lets them complete the physical transfer before receiving another call in the agent application. Alternatively, you could train your agents to transfer the call on their phone before unlinking it in the agent application.

UnlinkAgent is available to use in any inbound or manual outbound phone script.

Customer Request UI Change Availability GA
On deploy

CXone Workforce Management

Forecasting — View Simulation Data

When generating a forecast, you have the option to view the expected volume and the average handle time (AHT) as a result of the simulation. The data is shown for the selected skills and scheduling unit. This option is accessible in the staffing step of Forecasting.

This help users understand the differences they see between the Intraday data and Forecasting data.

Customer Request UI Change Availability GA
On toggle

Select Multiple Scheduling Units (SU) While Exporting Staffing Data as a CSV File

You can select multiple scheduling units (SU) when exporting staffing data to a CSV file. View the staffing plan for agents across multiple scheduling units simultaneously for a specific day, week, or date range.

This feature saves you time by eliminating multiple exports.

Customer Request UI Change Availability GA
On toggle

Warnings for Forecasting Conflicts

A warning message is displayed when creating a forecast job. This occurs if a job already exists for the chosen:

  • Date range and skill set.

    or

  • Profile and date range.

This avoids generating repetitive forecasting jobs. Also, there is no confusion when selecting a forecasting job to create a staffing plan.

Customer Request UI Change Availability GA
On toggle

New Method for Monitoring Adherence

There is a new method to monitor and report adherence. With the new method, the Actual and Scheduled activity codes can be grouped into categories. When the categories match, the agent is in adherence. This provides customers with a more accurate and flexible system for comparing agent schedules with their actual states.

With this feature:

  • You can assign overtime activities and working-hour activities to the same category.

  • Only agents that have a scheduled activity or actual activity are monitored.

  • Agents that aren't scheduled and not working aren't be monitored (including agents that are out of office).

  • You can filter Real Time Adherence (RTA) data by groups.

There is a new Adherence category page where you assign activity codes to categories. There are also two more columns in RTA and the Adherence report: Scheduled Category and Actual Category. The ACD mapping page isn’t affected.

The new adherence method requires manual activation. Before activating, you can simulate and see the results.

Customer Request UI Change Availability GA
On toggle

Intraday — Color Code Variance Data and Future Forecast

With this feature:

  • You can highlight cells in the variance columns when the variance is high or low. The color is defined according to the variance threshold of the metric. This way, you can see which metrics require your attention.

  • Intraday displays the forecast data for future scheduled dates.

Customer Request UI Change Availability GA
On toggle

Weekly rules — Remove ''Default Operating Hours'' Option

In the full-day settings of weekly rules, the Use default operating hours option was removed. You can still define shift start time and length manually.

The existing weekly rules that are using default operating hours were adjusted to:

  • Shift start: 8:00 in the morning

  • Shift length: eight hours

Customer Request UI Change Availability GA
On toggle

Schedule Manager UI Updates

The Schedule Manager now loads data faster. As a result, you have to filter data by first selecting scheduling units. After that, you can filter by other metrics.

This feature will be available starting late January. Each customer will receive a notification when it's available.

Customer Request UI Change Availability GA
On toggle

Release Adjustments

These features are adjustments to those previously announced.

Features Removed from This Release

Each item includes a description of the feature as it was previously published on the Coming Soon page. These features will not be part of the 2024-1 release but may be part of a future release.

Agent for SCV

Agent Location Selection

In this release, you will be able to make your agents select their location on the login screen before connecting to SCV. Agents will be able to select their location from a drop-down. After they select their location and connect, their choice will be recorded by CXone. This update will allow you to more easily track the location data of your agents.

Interaction Analytics

Intent Trend Widget

A new widget will be available called Intent Trend. It will display the top ten most common intents in a dataset. It will look similar to the Top Company Profile Terms widget.

Salesforce Agent

Contact Switching

Currently, agents must complete an interaction with a contact before starting another one. In this release, agents will be able to switch back and forth between contacts without having to end the interactions. This update will allow them to assist more than one contact at a time.

IEX WFM Schedule Added to Calendar

IEX WFM schedule items will be automatically added to your agent's schedule. Agents will only be able to view these items for their current week. The next week's schedule items will be added at the beginning of that week. IEX WFM and Salesforce Agent schedule items may overlap. The IEX WFM schedule items will be displayed in dark blue. Agents will not be able to edit these items. This update will allow agents to view their IEX WFM and Salesforce Agent schedule items at the same time.

Features Added to This Release

New Apps And Features

Enlighten Autopilot

IEX WFM Integrated

New Data Paradigm: Answered/Active True to Interval

Personal Connection

Cloud Email Infrastructure