25.1 Release Notes

What's New in the Online Help

Online Help Machine Translation

Processes for translation of online help are updating with this release. Localized help will be available sooner than normal as the new content for the release is machine-translated. You can expect localized help to be available by the end of February. After it is available, if you have feedback to offer about the translation, please send it to CXoneDocRequest@NICE.com.

Removed Applications and Features

Delivery Mode Setting Removed from Users and Teams

The Delivery Mode field has been removed. Instead, selecting a Total Contacts value of 1 enables a single-contact experience and a value greater than 1 enables an omnichannel experience.

For more details, select the ACD filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

New Applications

Click-to-Call

Previously, Click-to-Call was in controlled release. In this release, it is generally available.

Click-to-Call lets you add a button to your website where visitors can reach one of your live contact center agents using their browser's softphone A software program for making telephone calls over the Internet using a computer instead of a telephone.. This can help you 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.

Customers who have been using Click-to-Call in controlled release will notice new features. For more details, select the Voice filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Enhanced Strategic Planner

This product requires a Workforce Management Premium license.

The Enhanced Strategic Planner (ESP) application provides:

• A what-if tool for long-term planning to give options and explain impacts for staffing and budgeting

• Data to make informed long-term staffing decisions

• Expected results, based on changes due to overstaffing or understaffing

The Enhanced Strategic Planner includes key features such as:

• Ability to generate long-term forecast jobs in WFM, with a forecasting range from 1 to 5 years.

• Streamlined strategic planning by importing forecast jobs from WFM.

• Creating strategic plans encompassing factors like resource management, training needs, and more.

• A new staffing profile in WFM allows input from customers, which ESP uses to develop long-term strategic plans.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Voice Biometrics Hub

Voice Biometrics Hub is a new hub application that lets you configure and manage connections to your voice biometrics provider. Voice biometrics is an authentication method that uses the contact's The person interacting with an agent, IVR, or bot in your contact center. unique voiceprint to confirm their identity when they call. In this release, Voice Biometrics Hub allows you to add voice biometric providers for use with IVRs Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. and virtual agents A software application that handles customer interactions in place of a live human agent..

Custom scripting is required to integrate voice biometrics for IVRs and virtual agents. There are four new Studio actions introduced in this release that are required to complete the necessary scripting. The new actions are called GET VOICEBIO RESULT, GET VOICEBIO STATUS, VOICEBIO AUTHENTICATION, and VOICEBIO ENROLLMENT. For more details, select the Studio filter on the top right.

Voice Biometrics Hub needs to be enabled in your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment by your Account Representative.

Customer Request

UI Change

Availability

CR The feature is available for 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.

ACD

Improvements to Agent Messaging Pages

The Agent Messaging 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

The URLs for these pages have also changed. Make sure the new URLs are on your allowlist:

• /acd/#/communication/agent-messages

• /acd/#/communication/agent-messages/create

• /acd/#/communication/agent-messages/x

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Configurable Ring Timeout in Skill Bulk Upload Form

The Maximum Ringing Duration field in the manual outbound voice ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge form lets you control the length of time in seconds that the phone rings before timing out. Previously, you could only adjust this setting in the user interface. In this release, you can set and change the Maximum Ringing Duration in the ACD skill bulk upload form. This lets you more efficiently configure the ring timeout for many skills at the same time.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

ACD Routing

Least Occupied and Most Occupied Routing Evaluation

When you configure an ACD skill, you will have two new options for how routing decisions are made. The two new options in the Routing Evaluation drop-down field are: 

• Least Occupied: Contacts The person interacting with an agent, IVR, or bot in your contact center. route to the agents who have the lowest number of active contacts and have not already met their total contact limit. This option helps to evenly distribute contacts among your agents.

• Most Occupied: Contacts route to the agents who have the highest number of active contacts and have not already met their total contact limit. This option helps to maximize agent effectiveness.

These options give you more control over how routing decisions are made at the skill level.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Routing Attributes in COUNTAGENTS Studio Action

The CountAgents Studio action, which calculates the total number of agents in a particular state for a specific ACD skill, lets you include routing attributes that are applied to the agents as part of the criteria. This means that you can pull the number of available agents who are assigned to both a certain skill and a certain routing attribute.

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Active Routing Attribute Limit Increase

Previously, you could have up to 100 active routing attributes. In this release, you can have up to 5,000 active routing attributes. This allows you to use routing attributes on a larger scale.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Delivery Mode Setting Removed from Users and Teams

Previously, in a business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment enabled for dynamic delivery, you had to select either Omnichannel or Single Contact as the Delivery Mode for each team or user. When you selected Omnichannel, you could set a Total Contacts value of anything greater than 1. When you selected Single Contact, you were locked into a Total Contacts setting of 1.

In this release, the Delivery Mode field has been removed. Instead, selecting a Total Contacts value of 1 enables a single-contact experience and a value greater than 1 enables a multi-contact experience.

This change improves intuitiveness and ease of use when you're managing your contact settings at the team or user level.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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

Delivery Mode Setting Removed from Users and Teams

Previously, in a business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment enabled for dynamic delivery, you had to select either Omnichannel or Single Contact as the Delivery Mode for each team or user. When you selected Omnichannel, you could set a Total Contacts value of anything greater than 1. When you selected Single Contact, you were locked into a Total Contacts setting of 1.

In this release, the Delivery Mode field has been removed. Instead, selecting a Total Contacts value of 1 enables a single-contact experience and a value greater than 1 enables a multi-contact experience.

This change improves intuitiveness and ease of use when you're managing your contact settings at the team or user level.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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 Assist Hub

Use Single WebSocket for Audio Streaming with Custom Agent Assist Endpoints

Previously, if you needed both the contact The person interacting with an agent, IVR, or bot in your contact center.'s and the agent's audio, it required two WebSockets. In this release, Custom Agent Assist Endpoints now supports using a single WebSocket to stream both the contact and agent audio. Using one WebSocket is easier and less expensive for managing audio for your agent assist A software application that provides context-specific help to the agent. application.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Next Best Action Suggestions for Salesforce Assist

You can now use the Salesforce Einstein Next Best Action workflow with the Salesforce Assist agent assist application in CXone. This provides Next Best Action suggestions to your agents in Agent for Service Cloud Voice. The suggestions update in real time so the agent always has relevant and contextually appropriate options to choose from. Next Best Action suggestions are based on sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis.

This feature requires:

• Salesforce Assist
• Agent Assist Hub
• A Continuous Stream Transcription service
• Google Real-Time Sentiment Analysis
• Salesforce sentiment analysis package

Additionally, your agents must use Agent for Service Cloud Voice. You must assign a new permission to the roles of agents who will use this option.

Customer Request

UI Change

Availability

CR The feature is available for 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.

Agent for Service Cloud Voice

Enhanced Routing

Contacts The person interacting with an agent, IVR, or bot in your contact center. are now routed to agents based on various agent criteria such as skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge, availability, and queue priorities Skill-based designation of the importance of contacts that determines delivery order.. This provides a more efficient customer service experience than traditional omnichannel routing.

The setting is mandatory and enabled by default in Salesforce.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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

Address Books API Updates

Version 32 of /agents/{agentId}/address-books was updated with the following:

• Enhanced Filtering Options: You can filter records based on a search string within the entries field. Supported fields are firstName, lastName, mobile, phone, email, and company.

• Address Book Flag: A parameter flag fetches address books based on their type.

  • 0 = Standard

  • 1 = Dynamic

  • 2 = Both

• Alphabetical Sorting: You can sort entries alphabetically in ascending order based on firstName then lastName.

These updates enhance the usability and streamline address book management in Agent.

Customer Request

UI Change

Breaking Change

Impacted Versions

V32

Availability

GA The feature is generally available (GA) for all 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.

New Agent Email Address Parameter for /{agentId} API

Version 32 of /agents/{agentId} now has a teams_channel_Id property in the response. This attribute allows agents to log in to Microsoft Teams using the email address that they use for Azure Communication Services (ACS).

Customer Request

UI Change

Breaking Change

Impacted Versions

V32

Availability

GA The feature is generally available (GA) for all 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.

Interaction Analytics V2 API

The Interaction Analytics API has a new version, V2. Changes include:

• GET /segments/analyzed

  • In the response, all fields with autoSummary in the name changed to segmentSummary.

  • The confidence field was removed for sentiment, beginSentiment, and endSentiment fields. These three are at InteractionWrapper.interactions.{interaction}.channels.{channel}.

• GET /segments/{segmentId}/analyzed-transcript

  • In the response, the AutoSummary field name changed to segmentSummary.

Customer Request

UI Change

Breaking Change

Impacted Versions

V2

Availability

GA The feature is generally available (GA) for all 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.

Attendant

Enable or Disable Voicemail Forwarding

You now have the option to allow or restrict agents' ability to forward contact The person interacting with an agent, IVR, or bot in your contact center. voicemails as email attachments. This allows for greater control over how voicemail notifications are shared, ensuring alignment with email forwarding procedures and security policies.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Autopilot

Improved Deployment Experience with Pathfinder

Pathfinder is a knowledge management system available as a miniapp in the Omilia platform. It is now available during the implementation of Autopilot. You can provide raw data to Pathfinder. Pathfinder analyzes the data and provides suggestions that can be used when configuring your Autopilot virtual agent A software application that handles customer interactions in place of a live human agent.. For example, it can provide a list of tasks your virtual agent can help contacts The person interacting with an agent, IVR, or bot in your contact center. with, or intents to use for those tasks. Pathfinder can use data contained in PDF, TXT, CSV, and HTML files, as well as URLs that it can read the data from.

To enable this feature, you must contact your Account Representative. It requires implementation work by NICE.

Customer Request

UI Change

Availability

CR The feature is available for 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.

Performance Insights with Advanced Reporting

You can access additional data for Omilia advanced reporting. You can create multiple dashboards to view your data and use filtering to customize the data you see. Access to your Autopilot virtual agent must be set up by your Account Representative. It requires the creation of a separate account for each user who requires access to the reporting data.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Additional Feature Support for Voice Biometrics with Autopilot

You can now use the following voice biometrics features with Autopilot: 

• Anti-fraud mechanisms.
• Liveness detection, to identify the use of a recording of the contact's voice.
• Fraudster block list.
• ANI Also known as caller ID. Listed phone number of an incoming voice call. spoofing detection.

These additions increase the range of voice biometrics protection available to your Autopilot virtual agent. Using these features requires the purchase of additional licenses.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Autopilot Setup in Virtual Agent Hub

You can set up new Autopilot text virtual agent integrations using Virtual Agent Hub. Your Account Representative must enable this option for you.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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

Floatbot

Floatbot as a Strategic Partner

Floatbot is a conversational AI platform, which provides a no-code solution for building AI chat bots A software application that handles customer interactions in place of a live human agent., voice bots, and real-time agent assist A software application that provides context-specific help to the agent. bots. As a strategic partner with NICE, Floatbot provides the following solutions:

• Self-service bots:

  • An omnichannel chat AI agent that supports generative AI Artificial intelligence (AI) technology that lets you generate new content by submitting a prompt to it. Products that use generative AI are modeled on training data. They follow patterns and structure learned from that training data. with ChatGPT and other LLM integrations. This bot also provides features like co-browsing and audio or video chat.

  • A voice AI agent that's multilingual.

• AI Agent Assistant:

  • Helps agents in both chat and voice channels A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. with real-time suggestions and call analytics.

  • Sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis.

  • Ability to search unstructured data and KB articles.

• General AI services:

  • Speech-to-text (STT) as a service.

  • Agent M, an LLM-based master agent framework.

Visit the Floatbot listing on the CXexchange  for more details.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Meltwater

Source Actionable Cases from Social Media

The Meltwater integration combs through social media channels and produces cases for your agents that are actionable. Using NICE APIs, these cases can be displayed to agents directly in your agent application. Meltwater designed a robust search and filter function that analyzes a 15-month archive of major social media platforms. It specifically filters for issues that your agents can solve. During setup, you can tailor this functionality for your needs.

Visit the Meltwater listing on the CXexchange for more information.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Novelvox

Agent Accelerator

Novelvox makes it easy for agents to have everything they need on one screen. With the Agent Accelerator, you can design a custom agent interface to help your agents work as efficiently as possible. Novelvox lets you drag and drop different elements of the agent interface, including screen pops 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. from integrated systems. It can also let you integrate different systems to automate the display of certain information. For example, you can integrate with a healthcare management system to automatically display a patient's record to the agent. A streamlined Novelvox workspace can save your agents time and help them swiftly assist your contacts The person interacting with an agent, IVR, or bot in your contact center..

Novelvox offers a variety of predesigned templates and prebuilt gadgets. They also perform each installation, so you can work closely with an expert to customize the templates to your needs.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Feedback Management

Digital Channel Surveys

A new survey type, Digital Channels, is available. Instead of opening in a new tab or window, digital channel surveys happen directly on the digital channel Any channel, contact, or skill associated with Digital Experience., such as live chat or Facebook Messenger. Questions are sent in the form of messages and contacts The person interacting with an agent, IVR, or bot in your contact center. answer back with messages. You can configure quick replies and list pickers to make it easier for contacts to answer questions. Digital channel surveys are conversational and natural.

This is available for all digital channels except email.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Updated UI for Report Labels Page

The design of the Report Labels admin page in Feedback Management is updated to be more modern and cohesive with CXone.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Updated UI for No Send Rules Page

The design of the No Send Rules admin page in Feedback Management is updated to be more modern and cohesive with CXone. This update is available later in the release cycle than the other Feedback Management features. It involves an extra implementation step. Contact your Account Representative for more information.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Interaction Analytics

Updates to Participant Filter

The participant filter has been redesigned to only appear as a filter option for the metrics Statistics you can measure to keep track of your contact center it can be applied to. Previously, the participant filter appeared as a top-level filter option for all data. In this release, next to relevant metrics and filters, separate options are available to include only the agent side or only the contact The person interacting with an agent, IVR, or bot in your contact center. side of 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.. The following filters support participant criteria:

• Keywords and Phrases

• Sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript.

• Categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends.

• Entities Keyword or phrase defined in your company profile in Interaction Analytics. Related to an entity type. Can include variants.

• Company Profile Page in Interaction Analytics where you can create custom entities.

This update eliminates the need to apply the participant filter globally. This provides more flexibility to decide how and where to apply participant filters for each specific filter as needed. For example, you could filter for one set of keywords said by the agent and a different set of keywords said by the contact. This update affects filters at the workspace and widget Graphical representation of data that meets specified filter criteria. levels as well as on the Search page.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Category Optimization and UI Updates

The following enhancements make managing categories Data groups that Interaction Analytics uses for parsed call transcript data. They make it easier to find trends. easier and more transparent:

• Improvements have been made to accurately display all relevant keywords for category matches. By default, IA displays an increased number of terms for a selected matching interaction. You can also expand the view to load even more results in the matching interaction view. Selecting more matching interactions doesn't replace previously selected matches. Matching interactions with the same tags don't display more than once on the list.

• When you import out-of-box categories, hover text indicates which categories are based on terms from the company profile Page in Interaction Analytics where you can create custom entities..

• A visual indicator shows when a subfolder or child category is selected from the category list. This makes it easier to identify which top-level category the node you are viewing belongs to.

• Category icons turn orange when their category contains unsaved changes.

• You can undo or discard unsaved rule changes to individual categories or entire category trees.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

UI Enhancements for Usability

Enhancements have been made so that context annotations available in the transcript Written form of a voice or digital interaction viewer display accurately for all widgets in which they are available. The resample notification is also updated to improve the overall user experience and provide enhanced features.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Update to IA API Fields

Some API fields have been updated to remove AutoSummary from the output to eliminate confusion between the AutoSummary application and the AutoSummary fields that IA reports on. In the API response, all fields with autoSummary in the name changed to segmentSummary.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

MAX

Switch to Next Available Audio Device when Primary Device Fails

If the agent's primary audio device is disconnected during a call, MAX switches to the next available audio device. This ensures continuous audio for agents. A pop-up appears to alert agents that their audio device has changed. This pop-up also allows agents to select a different available audio device to switch to. They can select an Input Device and Output Device. If no connected audio devices are detected during a call, a pop-up appears to alert the agent.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Performance Management (InView)

This release introduces several new features and modifications. These changes are designed to enhance your team's capabilities and optimize various aspects of your workflow.

Dashboard

This release includes several new features in dashboards Named view of one or more widgets. that allow you to:

• Track key metrics Statistics you can measure to keep track of your contact center and display average or total results on your summary widgets Graphical representation of data that meets specified filter criteria..

• Handle "0" data for more accurate and insightful reporting.

• Get valuable insights into team performance with the new Schedule Adherence widget.

• Compare performance across different teams or time periods using the Enhanced Performance widget.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Wallboards

In wallboards, there is an improved user interface with responsive changes to the current agent states. In addition, you can customize your view with enhanced sorting options for the Summary wallboard.

Customer Request

UI Change

Availability

CR The feature is available for 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 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.

Gamification

You can boost team engagement and competition with the introduction of shadow boxing and bracket tournament features.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Core

In this release, you can benefit from enhanced security with BPO group security for work aids and announcements.

You can easily identify and manage user accounts with updated filtering options on the users' page, including the ability to see locked-out users.

In this release you will benefit from enhanced security with BPO Group Security for Work Aids and Announcements. You will easily identify and manage user accounts with updated filtering options on the users' page, including the ability to see locked-out users.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Coaching

This release introduces the following additions to the coaching:

• New coaching and task metrics and a dedicated Coaching Effectiveness widget that give you deeper insights into coaching effectiveness.

• Personalized recommendations for coaching sessions based on the rules engine.

• The coaching admin export file now includes URL formatting as text, streamlining your administrative tasks.

• The new follow-up coaching session feature ensures timely follow-up.

• New Task widget to track completed tasks.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Personal Connection

Updated LERG Data

The Local Exchange Routing Guide (LERG) is now updated to comply with the North American Numbering Plan (NANP) standards. This update improves call routing accuracy and efficiency, ensures compatibility with other compliant systems, and assists with adherence to regulatory requirements.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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

Prebuilt Reports

Time Selector for Agent Time Card and Agent Unavailable Time Reports

The Agent Time Card and Agent Unavailable Time reports now have start and end time selectors. The selectors let you specify a range of hours in addition to the date selector. This helps focus on more specific chunks of time, which avoids errors or timeouts when querying large data sets. Additionally, the timeout for these reports increased to 20 minutes.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Data Download Reports

Email Manually Run Reports

Previously, when you ran data download reports manually, a new blank tab opened while the report was running. In this release, a pop-up appears instead. That pop-up allows you to enter an email address. You can have the report delivered to that email address instead of waiting on it to run.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Email Domains Allowlist

Your Account Representative can now create an allowlist of email domains for the delivery of reports. Data download reports are only sent to an email address if its domain is on the allowlist. This prevents data from being sent to users outside your organization.

In this initial release, you cannot create the allowlist yourself.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Custom Reports

Email Manually Run Reports

Previously, when you ran custom reports manually, a new blank tab opened while the report was running. In this release, a pop-up appears instead. That pop-up allows you to enter an email address. You can have the report delivered to that email address instead of waiting on it to run.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Email Domains Allowlist

Your Account Representative can now create an allowlist of email domains for the delivery of reports. Custom reports are only sent to an email address if its domain is on the allowlist. This prevents data from being sent to users outside your organization.

In this initial release, you cannot create the allowlist yourself.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Studio

Routing Attributes in COUNTAGENTS Studio Action

The CountAgents Studio action, which checks the total number of agents in a particular state for a specific ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, now lets you include routing attributes that are applied to the agents as part of the criteria. For example, you could pull the number of unavailable agents who are assigned to both a certain skill and a certain routing attribute.

You can specify a single routing attribute or multiple comma-delimited routing attributes. To avoid low or no results, it is best to not specify more than five routing attributes at a time. The default value is NotApplicable, meaning the action doesn't look for any specific routing attributes when counting agents.

This update gives you greater ability to specify exactly which agents you want CountAgents to count.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

User Account for SETSECURITYUSER Action

The SETSECURITYUSER action must be configured with an active CXone user account. This user account should be a dedicated security user and not an account associated with someone in your organization.

Virtual Agent Hub

Text-to-Speech Options Removed from Voice Virtual Agent Configuration Pages

The text-to-speech (TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.) option has been removed from the voice virtual agent A software application that handles customer interactions in place of a live human agent. configuration pages that appear when you add a new virtual agent integration. Instead of configuring TTS options in Virtual Agent Hub, you can add the CLOUD TTS Studio action to your scripts.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Voice Access

Click-to-Call Regional Expansion

Previously, Click-to-Call was only available in the USA. In this release, it is also available in Australia, Canada, Japan, and the United Kingdom.

It also moved out of a controlled release and became generally available. For more details, select the New Applications filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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

Enhanced Strategic Planner Integration

This feature requires a Premium License.

Managers are able to leverage long-term forecasts from WFM to create long-term plans with Enhanced Strategic Planner (ESP).

This feature will be available later in the release.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Scheduling Future Activities for Agents

Users are able to create future activities for days without generated schedules. These activities remain intact, unaffected by the automatic schedule generator.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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 Configuration: Assigning Weekly Rules to Agents

This update enables users to easily assign or reassign weekly rules to contact center agents directly from the Agent Configuration page.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Display the Forecast That Was Utilized for Schedule Generation

This feature helps customers easily reference the forecast used in schedule generation. ​

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Automated Daily Schedule Re-Simulation

This feature operates daily, re-evaluating schedules to provide a clear view of expected service levels based on current schedules. It simplifies the scheduling process and increases visibility into potential changes in service metrics without making schedule changes. This feature currently supports only real-time inbound skills.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Enhanced Backlog Visualization

This update improves backlog visualization by displaying the current total value of backlog items. This provides clearer and more accurate information for past and future dates.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Time-Off Management Enhancement

Managers are able to define different conditions for different date ranges. This allows them to cover different scenarios such as time-off periods spanning more or less than 12 months for different SUs. ​

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Self-Service of Time-Off in the Weekly Schedule View

This feature requires the Advanced License.

This Self-Service feature is now available in weekly schedule view as well as day view. Agents are able to see at-a-glance time-off opportunities for the week and make decisions to sign up for intervals that meet their personal needs.​

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

Enhanced Strategist Planner

This feature will require the Premium WFM license.

ESP will display better projection accuracy and the sort order in dropdowns will be alphanumeric, grouping both uppercase and lowercase letters together.

For more information, choose Enhanced Strategic Planner or ESP from the product list in the right column.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all 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.

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 25.1 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.

Attendant

Enable or Disable Voicemail Forwarding

This feature was previously announced as being available for Attendant. Instead, is only available for Attendant Plus. Additionally, this feature was previously announced as supporting voicemail downloads and forwards. This wording has been adjusted to only include support for forwarding, since voicemail downloading was already possible in Attendant.

Voice Access

Click-to-Call Regional Expansion

It was previously announced that Click-to-Call would become available in all regions. Instead, it will become available in Australia, Canada, Japan, and the United Kingdom.

Features Removed from This Release

This section describes product changes that were included in the initial coming soon announcement and have since been removed from this release. These will not be part of the 25.1 release but may be part of a future release.

New Applications

Sinch SMS Option

Sinch is a new option for SMS Short Message Service; also known as text messaging. that will be configurable from the Points of Contact Digital page. It will be automatically available to new customers. Existing customers need to complete a migration to use Sinch. For more information, contact your Account Representative.

Sinch will only be available in the US.

API

Maintenance of Disabled Indicator Records

Starting with version 10 of /agents/{agentId}/indicators, any disabled indicator older than 30 days is excluded from the API response. After 90 days, they are automatically deleted from the database. This improves system performance when managing data. It also simplifies the user experience when working with indicators, since agents won't see outdated or irrelevant indicators.

Autopilot

Typing Indicators in Chat

Typing indicators will be available for your Autopilot virtual agent. Typing indicators indicate to one party in a chat conversation that the other party is typing. This can help a virtual agent seem more human to the contact. To enable this feature, you will need to add a new Studio action called TYPING INDICATOR to your Autopilot scripts.

Features Added to This Release

This section notes product changes that have been added to this release since the initial coming soon announcement. To see the following features in detail, select the product in the filter on the right.

API

Address Book API Updates

New Agent Email Address Parameter for /{agentId} API

Maintenance of Disabled Indicator Records

Interaction Analytics

Update to IA API Fields

MAX

Switch to Next Available Audio Device when Primary Device Fails

Performance Management (inView)

Dashboard

Wallboards

Gamification

Core

Coaching

Reporting

Time Selector for Agent Time Card and Agent Unavailable Time Reports