25.3 Release Notes

Global Changes

Updated Login Flow for ABC/MRDR Systems

For systems that have opted in to Accelerated Business Continuity (ABC) and Multi-Region Disaster Recovery (MRDR), the login flow is now updated. Previously, a separate URL was required for users to log in to the MRDR tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. In this release, the login process is automated. When you enable ABC in CXone Mpower, users are automatically redirected to the MRDR system without disruption. Users who have multiple accounts in the system are prompted to choose the account they want to log in to. This ensures a seamless user experience and provides uninterrupted access during outages, planned maintenance, or regional failures.

Customer Request

UI Change

Availability

CR The feature is available for CXone Mpower 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.

Encryption of Access and Refresh Tokens

Previously, access and refresh tokens were structured and present in browser storage as standard JWTs without additional encryption. In this release, to enhance security, we have introduced additional measures to encrypt the tokens. This protects their integrity and confidentiality.

Customer Request

UI Change

Availability

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

Safe Mode

If a major problem is detected, your CXone Mpower system enters safe mode. Safe mode has limited routing functionality, but it keeps 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. routing to agents while preventing additional impact to users and your system. The activation and deactivation of safe mode is automated. These routing settings are honored when safe mode is activated: 

• The skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.priority Skill-based designation of the importance of contacts that determines delivery order. and target agent settings

• The agent and team contact The person interacting with an agent, IVR, or bot in your contact center. handling thresholds, plus Channel Lock, Request Contact, and Auto Focus settings.

At this time, routing attributes and bullseye ranges are not honored in safe mode.

The safe mode functionality is enabled by default for all systems with dynamic delivery in North America only. To opt out, contact your CXone Mpower Account Representative.

Customer Request

UI Change

Availability

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

ACD

Audit History for Dispositions

Previously, a change log, or audit history, wasn't available for dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.. In this release, dispositions show an audit history. Additionally, the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. audit history shows details about when a disposition was added to, or removed from, the ACD skill.

Customer Request

UI Change

Availability

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

ACD Routing

Regional Expansion

Advanced routing features are available in Japan, and UAE.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Applications

Custom Agent Assist Endpoints

View CTI Events

If the audio stream for a custom agent assist integration stops, a new WebSocket payload shows the CTI event (the disconnection reason). CTI events include:

• Call disconnected

• Call held

• Call transferred

This provides faster real-time insights into audio interruptions. To enable this, you need to turn on a new CTI Event setting in the Custom Agent Assist Endpoint app.

Customer Request

UI Change

Availability

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

Use Single WebSocket for Audio Streaming

Previously, if you needed both the contact The person interacting with an agent, IVR, or bot in your contact center. and the agent audio, it required two WebSocket connections. In this release, Custom Agent Assist Endpoints support 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 Software application that provides context-specific help to the agent. application.

To enable this, you need to select Multiplex in the Participants setting in the Custom Agent Assist Endpoint app.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

Billing API

Partners can programmatically get and submit their product usage data with a new pair of APIs. Contact your CXone Mpower Account Representative with questions.

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

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

V32 of Schedule Callback APIs

Three APIs for scheduling callbacks were updated to version 32. The new version introduces calendarEventId to the request and response. This enables Microsoft Outlook calendar integrations from the agent application. It allows agents to receive notifications for new, upcoming, and modified commitments from the Outlook email client. Also, if agents have Outlook installed on their mobile devices, they will receive notifications even if they aren’t logged in.

The following APIs were updated to version 32:

• GET /agents/{agentId}/scheduled-callbacks

• POST /scheduled-callbacks

• PUT /scheduled-callbacks/{callbackId}

Customer Request

UI Change

Breaking Change

Impacted Versions

V32

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 Fields in Interaction Analytics API Responses

The Interaction Analytics APIs have new fields added to their responses. These help aggregate entire conversations that include multiple segments and possibly different channels. This is particularly useful when searching for recordings or CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. integrations:

• GET /segments/analyzed: A new field, ticketId, was added to each interaction. If you have a CRM integration set up, this field contains the ticket identifier that the segment belongs to. This is useful for aggregating multiple segments of a single interaction.

• GET /segments/{segmentId}/analyzed-transcript: Two fields were added under TranscriptBlocks, which come from the integrated CRM:

  • channelUuid: The specific identifier for the channel. This identifier is generated by CXone Mpower.

  • channelType: The media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient. of the channel.

Customer Request

UI Change

Breaking Change

Impacted Versions

V2

Availability

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

Rate Limiting for Media Playback APIs

New rate limits now ensure fair and reliable access to consumers of the media playback APIs . If you exceed a certain number of requests per minute, the API now returns a 429 error, indicating that you’re making too many requests. This helps maintain performance, prevent abuse, and ensure a consistent experience for all consumers.

Customer Request

UI Change

Breaking Change

Impacted Versions

All

Availability

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

Rate Limiting for Business Data APIs

New rate limits now ensure fair and reliable access to consumers of the business data APIs . If you exceed a certain number of requests per minute, the API now returns a 429 error, indicating that you’re making too many requests. This helps maintain performance, prevent abuse, and ensure a consistent experience for all consumers.

Customer Request

UI Change

Breaking Change

Impacted Versions

All

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 API for Enhanced Customer Card

A new Agent API lets you create and update an Enhanced Customer Card. Enhanced Customer Cards (ECC) were built on SmartReach External Interaction APIs . This new Agent API acts as a proxy for the SmartReach APIs, using an ECC lambda. This way, you can manage these enhanced cards using one CXone Mpower Agent API.

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

CR The feature is available for CXone Mpower 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.

Multi-ACD (Open) Category Name Change

The Multi-ACD category name on the developer portal is changing to "Recording APIs". This name better aligns with the APIs in this category. This change also relates to the Multi-ACD (Open) product changing its name to Engagement Manager.

Customer Request

UI Change

Breaking Change

Impacted Versions

All

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 APIs for Desktop Profiles

A new set of APIs let you manage desktop profiles. For more details about desktop profiles, select the Agent filter in the top right.

Documentation for these new APIs is in the UserHub API category on the developer portal.

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

A5

Omni Agent Light Embedded Agent Client

Omni Agent Light is an agent client designed to enhance digital Any channel, contact, or skill associated with Digital Experience. engagement within Salesforce. Built for both enterprise and mid-market sizes, Omni Agent Light delivers a unified, AI-enhanced interface that simplifies agent workflows, improves first contact resolution (FCR), and elevates the overall customer experience. By embedding directly into Salesforce cases, this solution eliminates the need for screen switching and brings all digital 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. into a single, intuitive workspace.

Key features of Omni Agent Light:

• Embedded Salesforce Integration: Fully integrated within Salesforce cases, with the option to embed into other screens.

• Unified Digital Interface: Consolidates all digital channels Any channel, contact, or skill associated with Digital Experience. (chat, SMS Short Message Service; also known as text messaging., email, and social media) into one screen for easy agent interaction.

• AI-Powered Voice Transcription: Transcribes voice messages in real time and provides sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis and conversation summaries.

• Advanced Messaging Tools: Schedule outbound messages, send bulk messages, and preview templates before sending.

• Enhanced Routing & Filtering: Custom inbox views and improved routing logic for digital interactions.

• CRM & Social Media Integration: Unified contact profiles, smart contact suggestions, and social mentions linked to customer cases.

• Email & File Management: Full-screen email editor and bulk download of conversation attachments.

• Modern Digital Features: Supports reactions like thumbs up, file handling, and WhatsApp-style communication enhancements.

• Optimized for High-Volume Agents: Designed to reduce confusion when handling multiple concurrent conversations.

Customer Request

UI Change

Availability

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

BluIP

BluIP Unified Communications Suite

BluIP is a secure, comprehensive unified communications suite (UCaaS). Together with CXone Mpower, it offers a scalable solution for modern enterprises. BluIP complements CXone Mpower by extending its capabilities beyond the contact center. This includes replacing legacy PBX Internal telephone network that manages an enterprise's incoming, outgoing, and internal voice calls. systems, enabling Microsoft Teams as a full-featured phone system, and supporting BPOs with lightweight agent tools. BluIP focuses on the following key communications use cases:

• Enterprise UCaaS - Cloud PBX for Modern Enterprises: A platform that's ideal for organizations with thousands of users across multiple locations. This replaces outdated PBX systems with a cloud-native system. It supports deep integrations with systems like EHRs, CRMs Third-party systems that manage such things as contacts, sales information, support details, and case histories., and hospitality systems, primarily for healthcare, hospitality, and government agencies.

• Cloud Calling for Microsoft Teams: As a certified Operator Connect, BluIP enables Microsoft Teams to function as a complete PBX system . This includes a full feature set, like direct PSTN calling, secure, carrier-grade connectivity, and unified administration.

• Non-ACD Agent Console for BPOs: A lightweight, WebRTC-based softphone A software program for making telephone calls over the Internet using a computer instead of a telephone. designed specifically for BPO environments where agents handle non-contact center tasks. This supports multi-client login and SSO, call logging and monitoring, and agent time tracking and status management.

Customer Request

UI Change

Availability

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

Floatbot

Floatbot AI Enhancements

Floatbot is a GenAI platform for building intelligent, voice-enabled virtual agents A software application that handles customer interactions in place of a live human agent. and copilots. The Floatbot platform is receiving the following enhancements:

• Agentic Flow: An LLM Large Language Model. A type of AI that processes, understands, and generates human language based on context. framework for building conversational AI agents. This improves the speed and accuracy of self-service and agent assist content generated by Floatbot.

• Autosummary and QA Checklist: Instantly generate call summaries and a checklist, helping to ensure accurate tasks and compliance.

• ASR: Speech-to-text Also called STT, this process converts spoken language to text. transcription Written form of all or part of a voice or digital interaction. turns voice conversations into text in real time.

• Translation: Instantly translate both text and voice inputs.

Customer Request

UI Change

Availability

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

SpinSci

SpinSci AI Encounters for Healthcare EHR Integrations

SpinSci AI Encounters leverages CXone Mpower data and EHR integration to provide full contextual awareness of patient interactions across calls and chats. This enables deeper insights into the patient journey.

Key Features:

• AI-driven dispositioning Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. of every call and chat.

• Unified view of patient interactions across channels Various voice and digital communication mediums that facilitate customer interactions in a contact center..

• Analytics on appointment scheduling, billing, and prescription workflows.

• Actionable insights for operational improvement.

Customer Request

UI Change

Availability

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

EHR WFM Connect

EHR WFM Connect bridges IEX WFM with EHR queue structures, enabling intelligent forecasting for both call and non-call tasks.

Key Features:

• Integration with IEX WFM for advanced workforce forecasting.

• Non-call tasks like referral follow-ups and order processing.

• Staffing efficiency across clinical and administrative workflows.

Customer Request

UI Change

Availability

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

HelpDesk Patient Engage

HelpDesk Patient Engage expands SpinSci self-service capabilities by automating common patient support tasks, such as password resets for patient portals like MyChart.

Key Features:

• Automated password reset workflows via voice or chat.

• Reduce call volume to live agents.

• Available in small, intermediate, medium, and large bundles.

• Enhance patient satisfaction through quick self-service resolution.

Customer Request

UI Change

Availability

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

Operator Console for CXone Mpower

The Operator Console modernizes inpatient communication workflows by integrating emergent dispatch capabilities directly into the CXone Mpower platform. It replaces siloed legacy systems with a unified, intelligent operator interface.

Key Features:

• Native integration with CXone Mpower.

• Universal directory lookup and routing.

• Real-time dispatch of emergent code calls.

• Designed for inpatient workflows and urgent team coordination.

Customer Request

UI Change

Availability

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

SecurePay for CXone Mpower

SecurePay is a joint solution by SpinSci and NiCE that enables secure, real-time patient payment processing directly within EHR environments, like Epic, Cerner, or Athena. It integrates a hosted IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. payment terminal that collects payment information off-network, ensuring compliance and security.

Key Features:

• Embedded payment button within the EHR interface.

• Secure IVR payment collection hosted by NiCE and SpinSci.

• Real-time updates to the EHR and general ledger.

• Smooth integration with existing payment merchants.

• Proven ROI that tripled collections in early deployments.

Customer Request

UI Change

Availability

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

Sycurio

Sycurio.Digital Integration with CXone Mpower

Sycurio is releasing a new tool called Sycurio.Digital that works with CXone Mpower. It helps agents take secure payments from customers during digital conversations.

Key Features:

• New Agent Interface: Agents can use a new screen inside CXone Mpower to send payment links.

• Pay-by-Link: Agents can send a secure payment link to customers through chat, email, SMS, virtual agents A software application that handles customer interactions in place of a live human agent., or IVR.

• QR Code Option: The payment link can also be turned into a QR code.

• Live Payment Tracking: Agents can see each step the customer takes while making the payment.

• Real-Time Updates: Both the contact The person interacting with an agent, IVR, or bot in your contact center. and the agent get a message when the payment is complete.

• Flexible Delivery: Payment links are created using the Sycurio API and sent through the contact's preferred method.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

Additional Branding Control for Survey Invitation Emails

Previously, when you emailed a survey invitation, the email displayed a NiCE Satmetrix logo. In this release, the system setting that controls removal of that logo from surveys also removes it from emailed invitations.

This feature allows you greater control over the branding and design of your survey invitation emails.

Customer Request

UI Change

Availability

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

Real-Time Testing Support for Omnichannel Digital Surveys

You can now test your Digital surveys as you author them right in the survey builder. This real-time capability will improve your data quality, allowing you to test the logic and token usage prior to deployment. You will also enjoy a better, more streamlined authoring experience. You will find it easier to customize the survey experience using personalized tokens and response-dependent survey paths. This will result in a more tailored and engaging survey for your respondents.

Customer Request

UI Change

Availability

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

FIPS Encryption

Feedback Management now uses FIPS encryption. This ensures all sensitive data continues to be protected according to the latest U.S. FedRAMP requirements and standards.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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 SFTP Address Before Upgrade

If you use SFTP for Feedback Management, you must update your SFTP address. If you're a FedRAMP customer, it is essential that you do so as soon as possible. All other customers have until the deploy of the 25.4 release updates later in 2025. For details see the following note.

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 Mpower 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

Delete a Saved Search

If you have the Admin permission, you can delete a private or public saved search no matter who created it. This is helpful for removing saved searches created by deactivated users.

Customer Request

UI Change

Availability

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

Updates to Transcript Player

The transcript Written form of all or part of a voice or digital interaction. viewer displays updated UI for the audio player. It includes all previous controls plus buttons to add annotations, select categories, and view details for events that occur close together in the transcript. You can also open the player in a new window.

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

Customer Request

UI Change

Availability

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

URL Cleanup

Previously, old IA links redirected to the current version of the tool. In this release, outdated URLs are being removed to avoid potential security and compliance issues. Please update any IA links or bookmarks you wish to save with the current IA URLs.

Customer Request

UI Change

Availability

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

Performance Management (inView)

Arrange Dashboard Tabs

You can rearrange the tabs on your dashboard Named view of one or more widgets. to better suit your workflow. This enhancement allows you to prioritize the information that matters most to you by organizing tabs in your preferred order. The feature is available to all users, regardless of role, and your custom tab arrangement is saved automatically even after you log out and log back in.

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 Mpower 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.

Responsive Current Agent State Slide

You can access a new Current Agent State slide in the Wallboard slide selector. This slide automatically adjusts to fit a variety of screen sizes, making it easier to view across different devices. The supported screen resolutions include:

• 1920×1080

• 1200×1080

• 992×1080

• 768×1080

• 576×1080

• 360×800

This update helps ensure a consistent and optimized display experience.

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 Mpower 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.

Salesforce Agent

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

FedRAMP Support

Salesforce Agent is available for FedRAMP. Add-ons may not be compliant, so you need to evaluate them and consult NiCE.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

Desktop Studio Regional Availability

Desktop Studio is no longer supported in FedRAMP systems or sovereign cloud configurations. The application will continue to function; however, no new features will be delivered.

Customer Request

UI Change

Availability

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

Notification in Desktop Studio

When using Desktop Studio, you now see a notification message encouraging you to switch to Studio. You can close the message, but it will reappear the next time the application updates.

Customer Request

UI Change

Availability

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

Virtual Agents

Transfer a Contact from One Google Dialogflow CX Virtual Agent to Another

You can now transfer a contact The person interacting with an agent, IVR, or bot in your contact center. from one Dialogflow CX virtual agent A software application that handles customer interactions in place of a live human agent. to another. This allows you to escalate a contact to a different virtual agent. For example, you could have one virtual agent handle conversation triage, then pass contacts on to a different virtual agent that's configured to handle more complex conversations, based on the contact's needs. This gives you more flexibility in the design and use of your virtual agents with the CXone Mpower platform.

Setting up this option requires modifications to your custom Studio scripts.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower 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

Persist Filters in the Manage Requests Page

The persist filters feature now allows the Manage Requests page to remember your last selected filters, which are used to review and approve agent schedule requests.

Previously, filters had to be reapplied each time you returned to the page.

In this release, your previous filter selections are automatically saved and reapplied, helping you access relevant requests faster and improving review efficiency.

Customer Request

UI Change

Availability

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

Edit Time Off Carryover Values

The time off carryover process now supports editing of processed values.

Previously, carryover values were final and could not be changed once processed.

In this release, corrections can be made when needed, ensuring more accurate and reliable time off summaries for both agents and supervisors.

Learn more about editing Time-Off values.

Customer Request

UI Change

Availability

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

This feature will be released in mid-August 2025 as part of the MOB 3.6.2 release.

Enhanced Schedule Preference Handling

Schedule preferences are now considered when creating schedules, rather than afterward.

This change enhances the chances of agents receiving their preferred shifts. At the same time, the system continues to prioritize coverage needs. Preferences are not granted if they risk service levels. This change helps improve agent satisfaction while keeping operational performance on track.

Previously, preferences were added after schedules were made. In this release, they are now part of the schedule creation process, making the system faster and more in tune with agent needs.

Coverage still comes first. Preferences are only granted if service levels stay on track.

Customer Request

UI Change

Availability

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

Improved CSV Schedule Exports

Schedule exports are now easier to read and understand. CSV files display a clear, line-by-line breakdown of daily activities. Each entry is labeled as an activity, shift, or another type, giving you a more organized view of the schedule.

The data is also sorted by timeline, making it easier to follow and use. These improvements make exported files more useful for reporting, analysis, and workforce planning.

Customer Request

UI Change

Availability

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

Avaya CMS ACD Integration with WFM

WFM now supports integration with Avaya CMS ACD.

This integration enables a centralized data stream through the Engagement Hub and support:

• Real-time and historical data at 15- or 30-minute intervals

• Intraday insights, including queue metrics Statistics you can measure to keep track of your contact center., agent queue data, and system performance reports

These capabilities help streamline forecasting, scheduling, and adherence across mixed ACD environments—all within a single WFM console.

Customer Request

UI Change

Availability

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

Break Policy Enforcement in Mobile for Time-Off Requests

Agents using the CXone Mpower WFM Mobile app now receive a message when submitting partial time-off requests that may be impacted by a break policy. This message appears when the request is adjacent to the start or end of a shift, helping agents understand how break policies could affect their schedule before submitting the request.

In this release, agents are better informed and experience consistent behavior across channels. The message is available in My Zone.

This update will be released on August 06, 2025, as part of the MOB 3.6.2 release.

Break Policy is an advanced feature introduced in version 25.2.

Customer Request

UI Change

Availability

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

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 25.3 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.

global Changes

Updated Login Flow for ABC/MRDR Systems

It was previously announced that this change would be generally available (GA). Instead, it will be part of a controlled release.

Agent Assist Hub

View CTI Events

It was previously announced that this feature would be in controlled release (CR). Instead, it will be generally available (GA).

Feedback Management

Real-Time Testing Support for Omnichannel Digital Surveys

It was previously announced that you would be able to test your digital surveys using fallback text that supports tokens. You will still be able to test your digital surveys, but the feature has been implemented using without fallback text.

FIPS Encryption

This note has been split into two separate notes. The requirement to update your SFTP address is separate from the FIPS encryption update. The SFTP requirement is now listed under its own heading.

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 25.3 release but may be part of a future release.

CRM Configuration Expiration Reminder

Virtual Agent Hub

Set Google Dialogflow CX Conversation Profile ID

Previously, you could not select the conversation profile in the Virtual Agent Hub profile configuration for Dialogflow CX virtual agents. This meant that a new conversation profile was created each time you added a Dialogflow virtual agent profile. In this release, you can select the conversation profile you want to use.

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.

Admin

Add Users Page Improvements

API

Multi-ACD (Open) Category Name Change

New API for Enhanced Customer Card

New APIs for Desktop Profiles

New Fields in Interaction Analytics API Responses

Rate Limiting for Media Playback and Business Data APIs

Interaction Analytics

URL Cleanup

Studio

Notification in Desktop Studio