26.1 Release Notes

Global Changes

Menu Navigation Updates

Several items in the CXone Mpower platform navigation menu have been reorganized or renamed. These changes impact the list of apps in the app selector (level 1), along with items within several apps (level 2). This update makes the platform organization more intuitive and better reflect apps and features that relate to each other.

To see the changes, click the app selector in CXone Mpower.

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.

New Applications

ML Model Builder

In this release, you can access the ML Model Builder tool in Cxone AI Studio, which allows you to create, train, and deploy machine learning models without needing advanced data science expertise. You can use this tool to leverage CXone data to predict customer behaviors, optimize business processes, and improve decision-making. You can,

• Create Projects: Define your business objectives and upload datasets.

• Process Data: Validate and clean your data for training.

• Train Models: Use automated machine learning to build predictive models.

• Review Results: Analyze performance metrics like recall, precision, and F1 score.

• Deploy Models: Make your trained models available for production use.

• Download Inference Reports: Download a report showing all of your model’s predictions for a specified date range.

Whether you want to predict customer churn, detect fraud, or forecast engagement, ML Model Builder gives you the flexibility to design models tailored to your unique business needs.

This tool 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.

ACD

Removal of the Spawn Tab from the ACD Scripts Page

The Spawn tab has been removed from the Scripts page in the ACD application. This tab allowed the creation of URLs that spawn scripts, which could be used in other Studio scripts or processes. In this release, existing URLs continue to work. However, support for these URLs will be removed in a future release. If you have any scripts or other processes that rely on URLs generated from this tab, begin making the necessary updates as soon as possible.

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.

Allow or Prevent Transfer to an ACD Skill Based on Hours of Operation

Previously, agents could transfer an interaction to an ACD skill even if that skill's hours of operation were set to closed. In this release, you can configure skills to prevent agents from transferring interactions to it if the skill is closed based on its hours of operation.

This change prevents contacts from waiting indefinitely when no agents are available due to their department or organization being closed. By default, transfer is allowed even if the skill is closed. You can configure this setting in the ACD Skills page, via the skills bulk upload template, or by APIs that allow the creation or modification of ACD skills.

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.

Admin

Remove the Marketing Panel from the Login Page

Previously, the CXone Mpower login page was always split in half. One side was the login form where users enter their credentials. The other side was the marketing panel where NiCE displayed promotional materials. In this release, you can enable or disable the marketing panel from the Account Settings page.

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 for Service Cloud Voice

Transfer Callbacks

Previously, agents could not transfer callbacks in Agent for SCV. In this release, they can transfer callbacks to agents, skills, queues, and external numbers. Full call context is maintained.

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.

Transcripts for Refused and Abandoned Calls

Transcripts are generated for refused and abandoned calls Call that enters the contact center system, but the caller ends the call before reaching an agent.. This helps preserve valuable customer utterances What a contact says or types. that occur during IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. or queue time, allowing you to gain insights from missed interactions. You can view these transcripts directly within the associated Voice Call record in Salesforce. When no speech is captured, placeholder text is shown.

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

Configure After Contact Work at an Agent Level

You can now configure after contact work (ACW) State that allows an agent to complete work requirements after finishing an interaction. settings for individual agents. This is a set amount of time at the end of an interaction, allowing the agent time to complete tasks like entering notes.

Several agent APIs include the following new fields:

• Additional ACW Time Enabled: Indicates if ACW time is enabled for the agent (Boolean).

• Additional ACW Duration: Specifies the duration of additional ACW time (integer, 1–7,200 seconds).

The following APIs are updated to version 34 and support these new fields:

• PUT /agents/{agentId}

• GET /agents

• GET /agents/{agentId}

• POST /agents

• PUT /agents

Customer Request

UI Change

Breaking Change

Impacted Versions

V34

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.

Create Data Policy API to Support GDPR Deletion

You can now create GDPR_DELETION data policies with POST /policies . In the CXone Mpower UI, this type of policy is called Data Erasure.

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.

Confidence Score Added to Interaction Analytics API Response

Two new fields are added to the /segments/{segmentId}/analyzed-transcript API . These fields contain the confidence score for the segment. The confidence score represents how close the segment is to its matched intent or action.

The fields are added in these two parts of the response:

• segmentSummary → primaryIntent → score

• segmentSummary → actions → score

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.

APIs to Manage Divisions

A new set of APIs lets you manage and interact with divisions. For more details about divisions, select the Global Changes filter on the top right.

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.

APIs to Support Divisions

The following APIs now support divisions. If divisions are enabled for your tenant, the data these APIs can access is available according to an identifier like divisionId or divisionNo. For more details about divisions, select the Global Changes filter on the top right.

Customer Request

UI Change

Breaking Change

Impacted Versions

V34

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.

Hours of Operation APIs to Support Service Tokens

Previously, the GET /hours-of-operation and GET /hours-of-operation/{hoursOfOperationProfileId} APIs only supported access tokens for authentication. In this release, these two APIs also accept service tokens. This improves flexibility and allows service-to-service authentication.

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.

Enable Rejection Notes and Access Draft History

Previously, if a message on a digital Any channel, contact, or skill associated with Digital Experience. channel was denied in CXone Mpower Agent, the submitting agent did not get a reason. In this release,a new API lets you add rejection notes when denying a draft and retrieve draft history. This gives agents clear feedback on why a draft was rejected and improves visibility in the approval process. It reduces the need for side communication. Agents can access these notes and draft history directly through the API for compliance and audit purposes.

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.

Multiple Parallel Screen Recordings

The Screen Interaction APIs now allow each agent start up to 10 screen recordings at a time. This supports scenarios when agents work on multiple digital channels simultaneously and need each session to be recorded.

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.

New Error Status for Screen Recording

A new error type is added to the Screen Interaction APIs , indicating that ScreenAgent is not connected. This improves error handling and visibility when troubleshooting.

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.

New Voice Biometrics Hub APIs

You now have three new APIs to help manage and access voiceprints in Voice Biometrics Hub:

• POST voice-biometric-hub/v1/get-voice-print-status – Lets you check the status of a voiceprint for a specific contact or session.

• POST voice-biometric-hub/v1/perform-action-request – Lets you initiate or continue a voice biometrics process.

• GET voice-biometric-hub/v1/get-result – Returns the final result of the biometric process—whether it was accepted, rejected, and so on.

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.

New BCP Correlation API

For more details, select the Business Continuity Plan filter on the top right.

A new API helps you map entities between your primary tenant and BCP tenant. This is especially useful if you already created entities (like users or skills) in your BCP tenant before enabling BCP sync. Without correlation, the sync process could create duplicates or fail due to conflicts. With this new API, you can provide the correct mappings up front, ensuring a smooth sync and preventing duplication.

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.

Feedback Management

PII Masking in Survey Comments

You can now automatically mask personally identifiable information (PII) in survey comments using AWS Comprehend entity detection. This protects customer data and supports GDPR and CCPA compliance. Comments remain visible, but sensitive details are replaced with tags like [EMAIL] or [PHONE]. This preserves meaningful context while keeping private information hidden.

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.

Survey Comment Translation

You can now translate survey comments using Amazon Translate. This option keeps all data within the NiCE, which supports compliance for Sovereign Cloud Configurations and FedRAMP environments. Google Translate remains available as an alternative.

A new setting is available under Admin > Advanced Admin > Automatic Comment Translation > Add Translation, where you can select either Amazon or Google for the translation engine. You can also select the target languages for each survey.

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.

Updated Tagging Management Pages

The pages used to manage tagging groups and monitor tag instances in Feedback Management have been redesigned. The new layout makes it easier to set up, review, and maintain text analytics tagging. These improvements enhance usability for both professional services teams configuring tagging and administrators overseeing tagging activity.

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 Text Analysis for Sovereign Regions and FedRAMP

A new native text analytics engine is now available for Sovereign Cloud Configurations and FedRAMP environments. This engine keeps all data within the NiCE ecosystem and provides secure topic and sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis that meets strict compliance requirements.

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.

Interaction Analytics

Support for Welsh Interactions

IA can process interactions in Welsh. This update does not include localization of UI text into Welsh, just the ability to process transcripts in the language. The following IA features and filters are not supported for Welsh interactions:

• AutoDiscovery

• Enlighten models or features

• Out-of-box annotations

• Frustration Different from negative sentiment. Frustration cues show that a customer is upset rather than just discussing something negative.

• Resolution State that allows an agent to complete work requirements after finishing an interaction.

• Including variations of word stems or plural forms in the results for search terms

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.

Accessibility Enhancements

Various enhancements have been made to make IA more accessible and improve the user experience. This update includes the following UI updates and functionalities:

• Time Range has been added to the dataset Set of parsed interaction transcripts that spans a specific period of time and match your specified filter criteria. details visible when you click in a workspace Named view of one or more widgets..

• You can minimize or close banner messages, such as notifications of unsaved changes.

• Mixed sentiment no longer appears as an option for Beginning or End Sentiment.

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.

Transcription Update in IA

The post-call transcription used by IA is being upgraded to use Transcription v11. This upgrade increases the accuracy of transcription and expands the list of supported languages to include those supported for Continuous Stream Transcription

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

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 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.

Partner Applications

Monitoring Gateway

Health & Monitoring Tools to be Generally Available

The following tools under Monitoring Gateway are now generally available:

• Voice Quality Metrics

• Voice Diagnostics

• Monitoring Gateway Subscriptions

• Log Reader

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.

Personal Connection

Improved Dialer Disposition Accuracy

Personal Connection's disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. mapping logic functions with higher accuracy. This update adds a new system disposition value: 103 - Temporarily Unavailable.

This change ensures that temporary call failures are not misclassified as permanent. It also prevents valid phone numbers from being incorrectly removed from dialing campaigns. As a result, contact rates and reporting accuracy are improved.

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.

Reporting

Files Moving to Cloud Storage

Reporting files are moved to Cloud Storage to improve security.

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.

New Regional Availability

Reporting is now available in the US East region.

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.

Data Download Reports

Scheduled Report Queuing for All Regions

Report queuing is now available for data download reports in all regions. When you run a data download report, you are offered the option to have the report emailed to you.

If you select that option, the report is queued. Without report queuing, high volumes of scheduled data download reports can time out during processing. With report queuing, scheduled reports enter a queue and run successively. This helps reports run more smoothly at high volume times, like at the end of a month or quarter.

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.

Custom Reports

Scheduled Report Queuing for All Regions

Report queuing is now available for custom reports in all regions. When you run a custom report, you are offered the option to have the report emailed to you.

If you select that option, the report is queued. Without report queuing, high volumes of scheduled custom reports can time out during processing. With report queuing, scheduled reports enter a queue and run successively. This helps reports run more smoothly at high volume times, like at the end of a month or quarter.

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

Support for Relative and Absolute Path Linking in Actions

Support for using relative paths when linking to files has been added to the SPAWN, RUNSCRIPT, and RESKILL actions. Support for absolute paths has been added to the EMAIL and CONCATWAV actions.

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.

Voice

Fabric Connect for Voice Calls

Fabric Connect lets you use the Equinix Fabric for voice traffic. This lets you route voice calls over a secure, global, high-performance network instead of the public internet. The Fabric provides high reliability, lower latency, and advanced security. Additionally, it’s an affordable option and quick to set up, even for enterprise organizations. You need to set up a connection with the Equinix Fabric. After doing so, you can choose bandwidth options between 50 Mbps - 10 Gbps. To improve the performance of your voice calls with Fabric Connect, reach out to your 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 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.

Workforce Management

Cognitive Load in WFM Scheduling for Concurrent Chats

The Forecast, Schedule Manager, and Intraday views incorporate cognitive load for agents handling concurrent chats for the Premium WFM License. This update makes staffing simulations and requirements more realistic, enhancing your planning to meet SLA (Service Level Agreement) and ASA (Average Speed of Answer) in multi-contact chat environments.

Currently, simulations assume that agents can handle concurrent chats purely numerically, without reflecting the mental effort and performance impact of juggling multiple conversations. This can lead to overly optimistic SLA and ASA predictions and staffing plans that don’t fully match real-life agent capacity.

In this release, the scheduling engine will factor cognitive load into how concurrent chats are modeled. Cognitive Load uses a machine learning model on historical chat contact duration times in your tenant. The machine learning model consumes the duration contact time for Chat when Chat concurrency values are used, the machine learning model will adjust contact end times and capacity based on the number of chats an agent is handling, resulting in more accurate SLA and ASA predictions when chat concurrency is in use.

Learn more about Cognitive Load in WFM Scheduling.

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.

Visual Separator Between Days in the Schedule Manager

The Schedule Manager page includes a visual separator to help you distinguish between days when scrolling across midnight. This update enhances navigation and reduces the risk of editing or scheduling on the incorrect date.

Currently, the grid displays multiple days as a continuous timeline without clear separation. This can affect user experience while navigating.

In this release, you see a clear separation and shading between days in the schedule view. These visual cues improve readability and help you quickly identify the current target date while navigating the schedule.

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.

Adjust Forecasts Post-Scheduling

The Adjust Forecast Flow upon saving allows you to update the forecast even after schedules are generated. Once saved, your changes are automatically reflected across Schedule Manager, Intraday, and Staffing Metrics, with no additional steps required.

Currently, updating forecasts after scheduling requires manual actions to sync changes across the system.

In this release, you can adjust future intervals directly in the forecast flow. This helps improve accuracy, reduce manual effort, and ensure real-time alignment across all planning tools.

Learn more about Adjust Forecast Flow Through.

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.

Active Forecast Display

The Forecast Job List and Schedule Generation pages display which forecast job has generated each schedule. These visual indicators help you identify the forecast that drives staffing metrics.

Currently, there’s no direct visibility into the forecast used to generate a given schedule. This makes it hard to understand what data is influencing performance on the Intraday and Schedule Manager pages.

In this release, you gain clarity and traceability through visual indicators for the active forecast job used for each schedule.

This supports better decision-making, reduces errors, and improves operational efficiency by ensuring you know exactly which forecast is driving system behavior.

Learn more about Active Forecast Display.

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.

Daily AHT Visibility in Intraday Manager

The Intraday Manager screen includes a Daily AHT value alongside the existing TTI AHT displayed only for CXone ACD with TTI enabled. This update provides real-time visibility into daily Average Handle Time (AHT), helping you make faster, data-driven decisions to optimize contact center performance.

Currently, Intraday Manager only displays TTI AHT, limiting visibility into the contact center's performance throughout the day. Managers need both views to assess trends and take timely action.

In this release, this value is updated every 15 minutes based on selected skills. It is also available for past dates and included in Intraday exports.

Learn more about Daily AHT in the AHT Widget.

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.

Consistent Full Day Time Off Deduction

The My Zone and Schedule Manager page handle full-day time-off requests using a consistent deduction logic. This provides a standard, accurate method for deducting full-day time off, regardless of whether the request is submitted by an agent or a manager.

Currently, full-day time off is deducted differently depending on who submits the request. Manager-submitted requests can be treated as a full 24-hour day, while agent-submitted requests may use the shift length and activity code configuration. This inconsistency can lead to confusion and inaccurate time-off balances.

In this release, full-day time-off requests follow the same deduction logic for both agents and managers. The system applies a clear, standardized rule so that full-day time off is calculated consistently. This improves accuracy, reduces the need for manual corrections, and enables you to better manage time-off balances.

Learn more about Full Day Time Off Deduction.

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.

Agent Schedule Requests – Behavior Enhancement when in Pending Status

Agent schedule requests remain in Pending status even when the schedule is modified before the request is approved. This update helps reduce unnecessary discarded requests and rework for agents.

Currently, if an agent submits a schedule request and the schedule is updated before the request is approved, the request moves from Pending to Discarded status. This behavior causes valid requests to be lost, forcing agents to resubmit, which creates extra work and a bad user experience.

In this release, if a manager modifies the schedule and the request remains valid (for example, adding, removing, or editing an in-office activity), it can be approved without requiring a new request. Any request that becomes invalid after the modification is discarded.

This improves consistency, reduces rework, and helps you manage agent schedule changes more efficiently.

Learn more about Agent Schedule Requests.

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 Filter Dropdown Readability in Schedule Manager

The Schedule Manager filter dropdown has been updated to make filtering easier to read and select. You can see more details about each filter value, such as Scheduling Units and Activity Codes, directly on the list.

Currently, when using the filters in Schedule Manager, the names of Scheduling Units and Skills may be truncated based on the character count, requiring hovering over the text to see the full name.

In this release, the Schedule Manager filter dropdown now displays more text for Scheduling Units and Skills dropdown, making it easier to identify and select the correct filter options without needing to hover. This improvement speeds up filtering and reduces confusion when multiple attributes have similar names, helping planners work more efficiently in Schedule Manager.

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.

Auto-Approval of In-Office Activities

The My Zone experience supports auto-approval rules for In-Office activities, including breaks, lunches, meetings, training, and other on-site events. This update expedites responses to everyday schedule changes, enhances the agent experience, and reduces the manual approval workload for managers. Activities associated with Extra Hours and Out of Office are not eligible to be approved by this rule.

Currently, in-office activity changes (add, edit, or remove) require manual approval from managers, even when they do not negatively impact staffing. This creates extra administrative work and delays feedback to agents, especially in large teams where these requests are frequent.

In this release, you configure approval rules that automatically approve in-office activities when rule conditions are met, including net staffing thresholds and other criteria. Requests submitted from My Zone that meet these criteria are automatically approved, with schedules updated and notifications sent to agents and managers.

This helps you handle high volumes of in-office schedule changes more efficiently while ensuring staffing needs are still met.

Learn more about Auto Approval In Office Activities.

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.

Configure Value for Day-Based Time-Off Calculations

The Time-Off Planning Rules configuration provides more flexibility in calculating and deducting time off. This update introduces options to standardize day length for time-off planning, giving managers greater control over how absences affect balances.

Currently, the system validates agent time off against their balance using the maximum daily rule. Because agents can have multiple daily rules and different shift lengths, the system picks the maximum shift value when determining a full-day time off.

In this release, you choose how to define the length of a full day's time off, either by using the Maximum Daily Rule or by specifying a defined FTE (Full-Time Equivalent) value. Additionally, the selected option is used to calculate the agent's time-off balance.

This helps you standardize time-off calculations and make time-off planning more flexible and independent from scheduling rules.

Learn more about Day Based Time Off 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.

Removing EM Module and Permissions for CXone Mpower Users

The CXone WFM experience no longer displays the EM module link or related permissions for CXone Mpower users. Features such as Trades, Time Off, Shift Bidding, and Self-Service are now fully managed within WFM configuration, making the EM module unnecessary for these workflows. Removing access to the EM module eliminates outdated configuration paths and reduces confusion.

Currently, the EM module remained visible to CXone Mpower users even though it no longer served an active purpose, which could lead users to outdated or irrelevant settings.

In this release, the EM module continues to support IEX Integrated customers until its end-of-support date in 2026, after which it is fully removed from the CXone WFM experience.

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.

Enhanced Time Off Rules Supporting Multiple Activities

The time-off rules configuration supports multiple activities within a single rule. This update streamlines rule creation and centralizes configuration in one intuitive workspace, making time-off management simpler, faster, and more efficient.

Currently, time-off rules are limited to one scheduling unit and one activity code, which restricts flexibility and increases administrative overhead. This limitation makes it harder to align policies with organizational, regional, or legal requirements.

In this release, you define a time-off rule for a specific time-off period and assign it to one scheduling unit. Each rule can include one or more activities. All configurations are visible, simplifying time-off administration.

This enhancement reduces setup time and provides you with greater control over time-off policies, while maintaining data integrity and visibility.

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.

Agent Filter in Simplified Time Off Summary View

The Simplified Time Off Summary view includes an agent filter, allowing you to quickly find time-off information for specific agents. This update reduces scrolling and makes it faster to locate the details you need across all pages.

Currently, the search field on this page only searches within the current page. When you need to review time off for a particular agent, you may have to browse through multiple pages or scroll extensively, which slows down reviews and makes it harder to respond quickly to queries about individual agents.

In this release, the page adds an agent filter and updates the existing search behavior to work with that filter, returning accurate results across all pages. The agent search displays results that match the selected agent, providing a direct way to navigate the relevant records.

This streamlines how you navigate large agent lists, saves time when managing time off, and makes it easier to answer agent- or supervisor-specific questions.

Learn more about Agent Filter in Time Off Summary View.

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.

Exclude Future Schedules of Deactivated Agents from Adherence Reports

The Adherence BI Report and RTA Export exclude adherence calculations for agents after they are deactivated. This improves reporting accuracy by ensuring that only schedules from the agent’s active period remain in the report. Any planned schedules for future dates (starting from the date of deactivation) are removed.

Currently, when agents are deactivated, their future schedules (if already published) continue to appear in the Adherence Report as Out of Adherence because no activity occurs against the planned schedule. This behavior impacts adherence statistics and reporting accuracy.

In this release, adherence is only calculated for the period when an agent is active. From the agent’s deactivation time forward, adherence continues to be reported for the period when they were active, but does not include any future dates. Future schedules for deactivated agents are automatically removed from the report, starting from the end of the last assigned activity or shift on the day of deactivation.

If an agent is deactivated and then reactivated before midnight UTC, the WFM Manager needs to recreate and republish the agent’s schedules.

These changes keep adherence data aligned with the actual active workforce and reduce the need for manual schedule maintenance.

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.

Activity Comments on Schedule Manager Export

The Schedule Manager export includes activity comments in the CSV file. This update surfaces additional context about scheduled activities directly in exported schedules, improving clarity for anyone reviewing or analyzing them outside the application.

Currently, when you export schedules from Schedule Manager, comments added to individual activities are not included in the exported CSV file. This limits visibility into the purpose or details of each scheduled activity outside the application.

In this release, a new Activity Comments field is added to the Schedule Manager CSV export. Comments entered within scheduled activities are included for both the SU Schedule and Agent Schedule export options.

This provides clearer visibility into the intent and details of scheduled activities, enhances collaboration among teams reviewing exports, and improves the accuracy and transparency of schedule reporting and analysis.

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.

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 26.1 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.

Feedback Management

All Features

These features will be available later in the release cycle, in March 2026.

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 26.1 release but may be part of a future release.

Admin

Tabs Added to Account Settings Page

In this release, the settings on the Account Settings page will be reorganized into a series of tabs. This will organize the settings, making it easier to find what you’re looking for.

Feedback Management

New Feedback API

A new API will provide real-time access to survey feedback data. It will eliminate delays from batch processing and support integration with external systems. This will allow faster data retrieval and improve scalability. The new endpoints will be documented in the CXone Developer Portal. The existing API will remain available for backward compatibility.

Workforce Management

Enhanced WFM Reports in CXone Dashboard

The CXone Dashboard will display WFM reports with enhanced, visual dashboards. This update will give you more intuitive access to workforce insights and simplify the analysis of key WFM metrics in one place.

Currently, WFM reports are available under the Reporting application, using traditional tabular views and a separate navigation path. This can make it harder to quickly visualize trends, compare metrics, and keep WFM data aligned with other CXone dashboards.

In this release, WFM reports, including Adherence, Intraday Manager, and Time Utilization, will be available as prebuilt reports within the CXone Dashboard experience, utilizing the same underlying data but with enhanced visualizations and filtering options.

You’ll be able to view dashboards created through the Metrics option, displayed according to the user's selected time zone, alongside other CXone dashboards. This improves usability, visibility into agent time allocation and performance, and helps supervisors make better-informed scheduling and operational decisions.

Maintain Full-Day PTO Length When Regenerating Schedules

The Schedule Manager will preserve the full length of approved full-day PTO when you regenerate or update schedules. This update will keep time-off entries consistent with the original request and reduce the need for manual corrections after schedule changes.

Currently, when you regenerate or modify schedules, full-day PTO can be shortened or misaligned based on the new schedule layout. In some cases, PTO may be truncated at the edges of the shift or adjusted to match updated shift times, which can cause discrepancies between the approved request and what appears on the schedule.

In this release, full-day PTO will stay a full day even when schedules are regenerated or updated. The system will maintain the approved PTO duration unchanged, regardless of shift timing changes, ensuring the time-off block continues to reflect the original full-day absence that was initially approved.

This will enhance schedule accuracy, minimize manual adjustments after regeneration, and ensure that agents’ approved time off is consistently honored across schedule updates.