Fall 2023 Release Notes

This page has been updated to show the products and features in the Fall 2023 release of CXone. Features are subject to change between now and final deployment.

Register for our Fall 2023 webinar.

These sessions will cover the coming features in more detail.

All new products and features are shown by default. If you want to see only products and features in your CXone 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 major user interface (UI) changes.
Availability

When you can expect to see the feature in your environment.

  • On toggle— This is a major release. The feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when that is.
  • On deploy—The feature is immediately available when the new release deploys to your environment.

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

What's New in the Online Help

ACD Routing Help

A new ACD Routing section of the online help shows the difference in functionality between the static delivery and dynamic delivery routing strategies (formerly single channel handling and Omnichannel Session Handling, respectively). The section includes instructions for managing routing at the user and skill level for each routing strategy.

Studio Help

The Studio online help has been reorganized, updated, and new content has been added. 

The new content includes: 

  • Studio Fundamentals: Introduces the fundamental skills and knowledge required to work with scripts in Studio. This includes topics such as key CXone terminology needed to work with scripts, how scripts and CXone work together, and what a contact is and why it's important.
  • Technical Reference Guide: Introduces and explains the scripting concepts used in Studio. This section provides extensive reference material about the Snippet scripting language. It covers topics such as variables, dynamic data objects, expressions, functions, and statements. It also provides detailed information about supported formatting for dates, numbers, and more.

Removed Applications and Features

Microsoft LUIS Support Ending

Microsoft is retiring LUIS on October 1, 2025. As of April 1, 2023, no new LUIS resources can be created. Microsoft recommends migrating your LUIS resources to conversational language understanding (CLU).

If you use a Microsoft Azure virtual agent and LUIS with CXone, you need to migrate your LUIS resources according to the Microsoft instructions. This must happen before the October 1, 2025 retirement date established by Microsoft.

Customer Request UI Change Availability N/A

New Applications

CXone Performance Management Application Analytics

CXone Performance Management Application Analytics uses CXone Desktop Data Collection to track agents' desktop actions. This includes keystrokes, cursor movements, and clicks. It then processes the data and presents it on dashboards. The dashboards show the data in the categories, KPIs, and metrics that you choose.

CXone Performance Management Application Analytics helps supervisors to identify:

  • Top and bottom performers

  • Productivity gaps

  • Coaching opportunities

It offers these key capabilities:

  • Visibility into agent activities

  • Insights into agent activities

  • Identification of productivity gaps

  • Productivity-related KPIs, trends and deep-dive analysis. It also includes other KPIs such as QA, Volumes, SLAs, and Timeliness.

Customer Request UI Change Availability On toggle

CXone Performance Management Standalone Application

Previously, you had to purchase and use CXone Performance Management as an integrated product with your CXone ACD. In this release, you can purchase and use CXone Performance Management as a standalone solution.

Customer Request UI Change Availability On toggle

ACD

Improvements to Omnichannel Session Handling Experience

Two updates have improved the Omnichannel Session Handling (OSH) experience: 

Customer Request UI Change Availability On deploy

Admin

MAX Hide Agent State Timer Permission

Previously, any agent using MAX could see how long other agents had been in their current state. In this release, you can use the Hide Agent State Timer permission to hide the agent state timer from users with the affected security profile. This gives you the flexibility to configure your system as needed.

Customer Request UI Change Availability On toggle

Agent for Salesforce

See the Agent for Salesforce release history for a list of previous versions.

Add Agent Custom Settings to Navigation Items

You can add Agent Custom Settings to the navigation items in your Agent for Salesforce Lightning apps. This allows you quickly access to these settings.

Customer Request UI Change Availability On toggle

Agent for Service Cloud Voice

These features will be available later in the release cycle, in late November or early December 2023.

Standard and Dynamic Address Book Support

Agent for Service Cloud Voice supports standard and dynamic address books in CXone. Using these address books allows agents to access contact information within Agent for Service Cloud Voice.

Customer Request UI Change Availability On deploy

WatchRTC SDK Integration

When Integrated Softphone and Voice Quality Metrics are enabled for your system, you can use the WatchRTC SDK in Agent for Service Cloud Voice. Using the WatchRTC SDK gives you an overview of WebRTC health for your organization.

Customer Request UI Change Availability On deploy

Outcomes Added

Agents can use the Outcomes section to apply dispositions and tags to their voice 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..

  • Dispositions: Describe the outcome of the voice interaction. This could include left voicemail, scheduled follow-up, no longer in service, and so on. This helps keep other teams who handle the contact up to date on their voice interactions.

  • Tags: Words or short phrases used to associate the call with Salesforce records. This helps to organize your voice interactions and data.

Customer Request UI Change Availability On deploy

Voicemail Playback

Voicemail recordings and transcripts are routable to agents. In the channel settings in CXone, you can configure voicemail recordings and transcripts to be routed using a queue or an Omni-Channel flow. This allows agents to follow up with contacts as needed.

Customer Request UI Change Availability On deploy

Screen Pop to Flow

You can configure screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for agents using Agent for Service Cloud Voice. Screen pops are configured in the CXone ACD Skills page. This helps the agents have access to information they can use to have a successful voice interaction.

Customer Request UI Change Availability On deploy

API

Permission Checks for POST /skills

Permission checks were applied to older versions of the ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge creation API, POST /skills . This brings versions 7, 9-13, and 18 up to current security standards. If you create ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge with this API, ensure that the security profile of the CXone user making the API calls has the Skills Create permission. The more recent versions, 19, 24, 27, and 28, already have permission checks.

Customer Request UI Change Availability On deploy

New Agent Queue Counter APIs

Two new APIs let you get extensive information on the contacts in an agent's personal queue. For example, you can get the media typeClosed A medium, such as voice, email, and chat, through which a contact connects with an intended recipient., skill, and campaignClosed A grouping of skills used to run reports. the contact routed through. A personal queue is separate from a skill queue and exists for contacts routed directly to an agent. This occurs any time an agent is requested by agentID rather than by skill, such as during a transfer.

Documentation for these APIs will be available in the Agent category at the end of the 23.3.0 release cycle in early October.

Customer Request UI Change Availability On deploy

CXone Attendant

Record Greetings Directly from App

Previously, users initiated a phone call to a selected phone number to record Unavailable, Out of Office, and After Hours greetings. In this release, users can record greeting prompts directly within the app by launching an in-app recorder. Users can record Unavailable, Out of Office, and After Hours greetings directly within the browser and then play back the messages. This change simplifies the process of recording greetings and capturing voicemails.

Customer Request UI Change Availability On deploy

Updated CXone Attendant User Page Layout

All voicemail-related settings are being consolidated under one area of CXone. A new Voicemail Management section has been introduced on both the Business Unit > CXone Attendant tab and the Users > CXone Attendant tab. This update makes it easier for users to identify and access CXone Attendant Plus (voicemail only) features, saving time and effort in configuration.

Customer Request UI Change Availability On deploy

Interaction Analytics

Apply Search Filters to Workspaces

You can create a saved search and view it on the Search page. You can apply search filter results and saved searches to your workspacesClosed Named view of one or more widgets.. This allows you to see the data you are looking for more quickly without needing to use workspace or widgetClosed Graphical representation of data that meets specified filter criteria. filters. This update also includes changes to the following areas of the workspace UI:

  • Workspace filters have been moved from a panel to the right to the top of the workspace.

  • You now add widgets from a panel to the right of the workspace.

  • Workspace and widget filters are now consistent with the filters that appear on the Search page.

  • A new search bar appears at the top of the workspace.

  • You no longer need to use an editing mode to adjust or save changes to workspaces or widgets.

Customer Request UI Change Availability On toggle

Improvement to Brazilian Portuguese and German Transcripts

A new transformer technology is used to improve the accuracy of transcripts for Brazilian Portuguese and German. This makes transcriptsClosed Written form of a voice or digital interaction easier to read and understand.

Customer Request UI Change Availability On deploy

MAX

Hide Agent State Timer

Previously, any agent using MAX could see how long other agents have been in their current state. In this release, you can use the Hide Agent State Timer permission to hide the agent state timer from user's view. This provides flexibility in suppressing the agent state timer for agent user's view.

Customer Request UI Change Availability On toggle

Updated Error Message

Previously, agents received an "Agent - Crash" message when they had been in an unavailable state for longer than the Agent Timeout (Min) configuration. In this release, the error message says "Agent - Timeout". This makes the error reason clearer.

Customer Request UI Change Availability On toggle

Require Manual Agent Accept

When this setting is enabled on an inbound ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, agents who are engaged in an active voice connection in MAX can manually click Accept or Reject for any incoming contacts. This provides agents with complete control over whether and when they choose to accept incoming contacts.

Customer Request UI Change Availability On toggle

Partner Applications

Adapters

Improvements in Microsoft Teams Directory Sync and Presence Sync

Two updates improve Microsoft Teams Directory Sync and Presence Sync:

  • Mapping of Multiple CXone Accounts to a Microsoft Azure Account: Previously, you could map only one CXone account to a Microsoft Azure account. In this release, you can map multiple CXone accounts to a Microsoft Azure account.

  • Email Alerts on Insufficient System Users for Presence Event Subscriptions: Previously, CXone administrators weren't alerted when presence event subscriptions could not be synced due to insufficient system users. In this release, email notifications are sent to the CXone administrator informing them there aren't enough system users to establish a presence event subscription. To correct the issue, they need to add more users to the system.

Customer Request UI Change Availability On deploy

Support for More Agent States in RingCentral Presence Sync

Previously, only agents who were in the In a Call state were marked as Unavailable in RingCentral Presence Sync. In this release, the following states are now marked as Unavailable:

  • DND

  • In a Meeting

These new states are now available as an option to map. Users can map these states in a Presence Sync rule. With this improvement, contacts won't be routed to agents who are in these states.

Customer Request UI Change Availability On deploy

Availability of Adapters on FedRAMP

Adapters is now available for FedRAMP. This allows Adapters to be accessible to more users.

Customer Request UI Change Availability On deploy

Zoom Adapters

Zoom Adapters lets you integrate Zoom with Directory Sync and Presence Sync.

Customer Request UI Change Availability On deploy

Personal Connection

Create SMS and Email Templates in Arabic

You can create SMS and email templates in Arabic, supporting both right-to-left (RTL) and left-to-right (LTR) text in email and SMS messages. This enhancement offers greater language flexibility, allowing you to utilize outbound digital channelsClosed Any channel, contact, or skill associated with Digital First Omnichannel. in regions where Arabic is spoken.

Customer Request UI Change Availability On deploy

Reporting and Dashboards

Data Download Reports

CDR Plus Disposition Expanded Report

The CDR Plus Disposition Expanded report shows information about the interactions that occurred in your system, including the contact, agent, skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, campaignClosed A grouping of skills used to run reports., team, time, and dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.. In addition to all of the columns from the CDR Plus Disposition report, it also shows:

  • Active_Talk_Time

  • Callback_Number

  • Conference_Time

  • ContactEndReason

  • Contact_Type

  • Direction

  • End_Time

  • InboundPending

  • OutboundPending

  • Preview_Time

  • Refused

  • Refused_Time

  • Wait_Time

Customer Request UI Change Availability On deploy

Agent State Log Expanded Report

The Agent State Log Expanded report shows the statesClosed The availability status of an agent each agent was in for the time period you select. In addition to the columns from the Agent State Log report, it also shows:

  • State

  • Duration in Seconds

This report lets you see agents' states in one view.

Customer Request UI Change Availability On deploy

All Callbacks Expanded Report

The All Callbacks Expanded report shows all scheduled callbacksClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. and commitmentsClosed Reminders created by agents to make a follow-up call to a contact for the time period you select. In addition to the columns from the All Callbacks report, it also shows:

Customer Request UI Change Availability On deploy

CXone SmartAssist Powered by Amelia

Amelia Updating to Version 5.7.x

SmartAssist has been updated to support Amelia version 5.7.x. The release notes from Amelia about this update are available as a PDF.

This update will be available later in the Fall 2023 release cycle.

Customer Request UI Change
(in CXone)		 Availability On toggle

Studio

Set Global Trace Location Option in Debug Menu

The Set Global Trace Location option in the Debug menu in Studio has been removed.

Customer Request UI Change Availability On deploy

Virtual Agent Hub

SmartAssist Updating to Amelia Version 5.6.26

During the Fall 2023 release cycle, NICE CXone will be updating SmartAssist to Amelia version 5.6.26. Select clients will be updated to 5.7.x as previously announced. All clients will be updated to v6.0.x in a 2024 release.

Release notes from Amelia for this update are available in PDF format for version 5.6.26 and version 5.7.8.

Customer Request UI Change
(in CXone)		 Availability On toggle

Support for IBM Watson Voice and Text Virtual Agents

You can now use IBM Watson voice and text virtual agentsClosed A software application that handles customer interactions in place of a live human agent. with CXone. IBM voice virtual agents require a SIPClosed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel implementation and cannot be set up or managed in Virtual Agent Hub. Text virtual agents can be set up and managed in Virtual Agent Hub. This change expands the options of virtual agent providers you can use in your contact center.

Customer Request UI Change Availability On deploy

Support for Omilia Voice Virtual Agents

You can use Omilia voice virtual agents with CXone. These virtual agents require a SIPClosed Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel implementation and cannot be set up or managed in Virtual Agent Hub. This will expand the options of virtual agent providers you can use in your contact center. Work with your CXone Account Representative to set up these virtual agents.

Customer Request UI Change Availability On deploy

Microsoft LUIS Support Ending

Microsoft is retiring LUIS on October 1, 2025. As of April 1, 2023, no new LUIS resources can be created. Microsoft recommends migrating your LUIS resources to conversational language understanding (CLU).

If you use a Microsoft Azure virtual agent and LUIS with CXone, you need to migrate your LUIS resources according to the Microsoft instructions. This must happen before the October 1, 2025 retirement date established by Microsoft.

Customer Request UI Change Availability N/A

CXone Workforce Management

Export Schedules via API

You can export agent schedules using an API as an alternative to exporting using CSV files.

This feature will be available later in the Fall 2023 release cycle, in October 2023.

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

Customer Request UI Change Availability On toggle

Schedule Recurring Meetings

You can now schedule recurring meetings with employees. The recurrence will be daily or weekly.

This feature will be available for users with the CXone WFM Advanced license.

Customer Request UI Change Availability On toggle

User Interface Enhancements in Schedule Manager

The display and user experience of the Schedule Manager is improved with faster performance.

Customer Request UI Change Availability On toggle

Time-Range Bulk Editing

Managers can bulk edit forecasted data based on time ranges in addition to bulk editing full days.

Customer Request UI Change Availability On toggle

Auto-Approval of Trades

The system automatically approves or declines trades based on the defined configuration. This reduces the manual burden on the manager and provides immediate visibility of the trade request to the agents.

Customer Request UI Change Availability On toggle

True-to-Interval (TTI) Analytics

Currently, data is collected at the end of interactions. In this release, CXone WFM will use true-to-interval (TTI) analytics to collect data throughout the lifespan of the interaction. There will be two measurements: one for the start of the interaction called Handled, and one for the ongoing interaction called Active.

As a result of using TTI:

  • Historical data will be collected more effectively.

  • Forecast data accuracy will be improved.

  • Staffing requirements will be more realistic.

This feature will be available later in the Fall 2023 release cycle, in November 2023.

Customer Request UI Change Availability On toggle

Release Adjustments

These features are adjustments to those previously announced.

Changed Features

Each item includes a description of the feature as it was previously published on the Coming Soon page and an explanation of what changed.

Reporting

CDR Plus Disposition Expanded Report

It was previously announced that the CDR Plus Disposition Expanded report would include a column called NumberToDial. Instead, it will include these columns:

  • Callback_Number

  • Direction

  • Refused_Time

It will also include the other columns previously announced.

SmartAssist

It was previously announced that SmartAssist would be updated to Amelia 5.7.8. Instead, most clients will be updated to Amelia 5.6.26 during the Fall 2023 release cycle. Select clients will be updated to Amelia 5.7.8 as 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 Fall 2023 release but may be part of a future release.

ACD Channels

Trunk Group Specification for Manual Outbound ACD Skills

You will be able to select which trunk group a manual outbound ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge should use to deliver its call traffic. This will enable you to make the calling number visible to improve answer rates.

MAX

Security Enhancement

InnerHTML will be replaced with innerText in the MAX code base. InnerText is safer and will reduce the risk of unauthorized code execution within MAX.

Personal Connection

Ability to Add Templates and Variables to Proactive WhatsApp

You will be able to include templates and variables when sending messages to contacts on Proactive WhatsApp. This enhancement will increase the business value for WhatsApp and allow organizations to share personalized messages to their users.

Ability to Create State Do Not Call Holidays in ACD​

You will be able to create do not call (DNC) holidays in the ACDClosed System that recognizes, routes, and connects contacts to available agents based on skill and priority. This feature will allow you to set specific curfews to avoid calls to certain regions on state holidays. This will address compliance issues where many states have statutes prohibiting such calls on declared holidays.

Features Added to This Release

To see the following features in detail, select the product in the filter on the right.

Agent for Salesforce

Add Agent Custom Settings to Navigation Items

Studio

Set Global Trace Location Option in Debug Menu

CXone Workforce Management

True-to-Interval Analytics