Welcome to Release Notes

Register for our Fall 2020 webinar. Join us on September 30th, 9:00 am to 10:00 am MT. This session will cover the coming features in more detail.

Indicates features that were developed by customer request.
Indicates major user interface (UI) changes.

Global Changes

Encryption Enhancements

Encryption enhancements include the ability to enable end-to-end encryption for the native chat application from the contact all the way to the agent. These changes also provide encryption for all API calls further into the internal network rather than just to the firewall.

PKCE Support for OpenID Connect Authentication

You can use Proof Key for Code Exchange (PKCE) in place of your client_secret for front-end authentication with OpenID Connect.
PCI Level 1 Support All NICE inContact clusters are now certified for PCI Level 1.
Updated SAML Authentication Request Handling SAML authentication requests now support SHA 256.

Product Naming Changes

Several products in the CXone suite have recently changed names. These changes will be reflected in the CXone user interface and in our online help in the Summer 2020 release. These changes are detailed in the following table.


New Name

Previous Name

CXone Workforce Engagement (WEM) CXone Workforce Optimization (WFO)

CXone Workforce Management

CXone Workforce Management Pro

CXone Quality Management CXone Quality Management Pro
CXone QM Analytics CXone QM Analytics Pro
CXone Recording CXone Recording Pro
CXone Interaction Analytics CXone Interaction Analytics Pro
IEX WFM Integrated CXone WFM Enterprise
Engage QM Integrated CXone QM Enterprise
Engage Integrated Recording CXone Recording Enterprise
Nexidia Analytics CXone Interaction Analytics Enterprise

CXone Performance Management

InView Performance Management for CXone

Fall 2020 Release Adjustments

These features are adjustments to those previously announced. Each item includes a description of the feature as it appeared on the Coming Soon page.

Features to be Released at a Later Date

Partner Applications: Adapters

Directory Sync for Zoom

Using MAX, the agents can view and consult with the users in Zoom on phone or email creating a more unified experience. Agents can also view the presence states of Zoom contacts in MAX. Any changes in Zoom users’ profile and presence is synced with MAX automatically.


New Monitor Calls Data Download Report

Customers can run a report that shows a list of interactions with agents or contacts that were monitored. This report lists who was monitoring the interaction and the length of time the interaction was being monitored.

Features Added to this Release

Global Changes

PCI Level 1 Support

Updated SAML Authentication Request Handling


To see the following features in detail, select the product in the filter on the New Applications and Features page.

Product in Filter

Feature Title

New Applications

Agent for Microsoft Teams

Performance Analytics for Salesforce Einstein

MAX Friendly Version Number Displayed on Info Page
My Zone

Updates to Evaluations Page

Schedule Change Requests from the My Schedule Page

Partner Applications: Adapters

International Deployment

Recording Download Media Files from Your CRM System
Studio Migration to the MP3 Sound File Format
Tenant Management Parent Tenant Administrator Role

What's New in the Online Help

View All Option on Filtered Pages

The following pages now provide an easy, one-click option to view all of the filtered content:

  • Data Dictionary
  • Coming Soon
  • New Applications and Features
Controlled Release (CR) Documentation Previously, users participating in controlled release programs had to use a separate help site in order to access online help for their CR product. Now, CR content is available in the main help site, although not included in any menus. Users in CR programs will be given a search term which will take them to the CR content for their program.