April 2023 Minor Release Notes

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

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 minor release. The feature should be toggled on at the time of deployment. If you've registered for Service Notifications, watch for one that indicates when 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.

Removed Applications and Features

Regional Call Centers No Longer Valid in Agent for Salesforce

If you currently use the Regional Call Center setting, you must switch to the NICE CXone Call Center. This is required as a result of the move to CXone global authentication. If you continue to use the Regional Call Center setting, you will no longer be able to log in to Agent for Salesforce.

Customer Request UI Change Availability On deploy

Feedback Management Web Intercept Version Management Tabs Removed

The tabs for accessing drafts, working copies, and published versions have been removed. This makes it easier to manage different versions of web intercept surveys. It also creates a more consistent experience for managing working copies and published copies across distribution methods.

This update has already been released.

Customer Request UI Change Availability On deploy

Admin

Enhancements to the Create Login Authenticator Form

The form you use to create and edit a login authenticator has been enhanced for ease of use and improved account security. Updates include:

  • Settings that were configured with a slider are now configured in a text box.
  • The lowest possible Minimum Age went from 9 to 12.
  • Password History is required and has a minimum setting of 4.
Customer Request UI Change Availability On toggle

Agent for Salesforce

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

The following features are included in version 23.1.0 and are planned for release in late March.

Regional Call Centers No Longer Valid

If you currently use the Regional Call Center setting, you must switch to the NICE CXone Call Center. This is required as a result of the move to CXone global authentication. If you continue to use the Regional Call Center setting, you will no longer be able to log in to Agent for Salesforce.

Customer Request UI Change Availability On deploy

Feedback Management

These features are part of Feedback Management R41, which begins deployment on 1 April 2023.

Rolling Interval Support for Trend Charts

Rolling, or moving, calculations smooth out short-term fluctuations in data to help you identify overall trends and patterns. Rolling calculations don't change how the calculations are made. Instead, they change the time period represented by each plotted data point. Each data point shows a calculation for the trailing rolling period. This makes it easier to see a gradual incline or decline in your numbers.

In this release, the following charts support rolling calculations:

Customer Request UI Change Availability On deploy

Banner Logo Support

You can add a banner logo in modern survey themes. This lets you provide a branded survey experience for greater impact. A banner logo fills the width of the survey window while maintaining its original proportions, so the image doesn't become distorted when viewed from different devices.

This update doesn't impact logos that appear in your current live surveys.

Customer Request UI Change Availability On deploy

Default Answer Background Color Override

When you select a new text color for your survey answers, the default background color changes to a matching color that contrasts the selected text color. In this release, you can override the default background color.

Customer Request UI Change Availability On deploy

Improved Survey Navigation

The previous and next arrow buttons in surveys are more visible. This makes it easier for people taking surveys to review and change their previous responses.

Customer Request UI Change Availability On deploy

Better Desktop Display for Web Intercept

When you display a web intercept on a desktop, the minimum height is greater. This makes it easier to read and complete the survey.

Customer Request UI Change Availability On deploy

Improved Administration Pages

Some of the administration pages match the structure and style of the CXone user interface. This makes them more secure and easier to use. These pages also moved to Admin > Advanced Admin in the Feedback Management navigation pane.

The improved administration pages are:

  • Access History
  • Change History—This will go out in a service pack shortly after the April 2023 minor release.
  • Impersonation History

  • Preference Settings

Customer Request UI Change Availability On deploy

Failed Jobs Tab on Scheduled Jobs Page

A Failed Jobs tab on the Scheduled Jobs page makes it easier to locate and troubleshoot failed jobs.

Customer Request UI Change Availability On deploy

Marathi and Kannada Language Support

Feedback Management includes support for the Marathi and Kannada languages. This enables respondents to take surveys in these languages.

Customer Request UI Change Availability On deploy

IVR Survey Comment Technology Upgrade

Feedback Management currently uses Nexidia speech-to-text (STT) to transcribe IVR survey comments. This release includes updates so our ElevateAI technology ensures you are always using the latest version of Nexidia. This upgrade will ensure continuous improvements in accuracy for English and Spanish recordings.

If you currently use Nexidia STT for IVR survey comments, you will be able to upgrade to ElevateAI sometime after the release. The upgrade will not disrupt your system.

Customer Request UI Change Availability On deploy

Tokens in Grid Questions

Survey authors can include tokens in grid row questions. They do this by using HTML tags in either the Survey Build or the Manage Translations page. This helps to personalize questions with contact field values or customize questions based on responses to previous questions.

Customer Request UI Change Availability On deploy

These features have already been released and are available now.

Version Management Improvements for Web Intercept

The tabs for accessing drafts, working copies, and published versions have been removed. This makes it easier to manage different versions of web intercept surveys. It also creates a more consistent experience for managing working copies and published copies across distribution methods.

Customer Request UI Change Availability On deploy

MAX

Require Manual Agent Accept

When this setting is enabled on an inbound ACD skill, agents who are on an active voice connection in MAX have to manually click Accept or Reject for any incoming contacts. This allows agents to have complete control over when or if they accept an incoming contact.

Customer Request UI Change Availability On toggle

Hide Caller Phone Number

When this setting is enabled in permissions, the contact's caller ID or ANIClosed Also known as caller ID. Listed phone number of an incoming voice call. shows as Restricted for the agent in MAX. This allows for the caller's contact details to be confidential when needed.

Customer Request UI Change Availability On toggle

Virtual Agent Hub

Integration Version 3.0—Standardized Communication with Bots

With the new, optional StandardBot integration, Studio scriptwriters can communicate with virtual agents and bots using scripts. StandardBot works with any supported virtual agent provider. It also lets you to test your virtual agent's performance for a set of core, standard behaviors such as:

To use StandardBot, upgrade your virtual agent to integration version 3.0 at any time. Select 3.0 from the Integration Version field in your virtual agent's properties in Virtual Agent Hub.

For more information about using StandardBot, contact your CXone Account Representative.

Customer Request UI Change Availability On deploy

Release Adjustments

These features are adjustments to those previously announced.

Features Added to This Release

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

Admin

Enhancements to the Create Login Authenticator Form

Agent for Salesforce

Regional Call Centers No Longer Valid