Coming Soon in the 26.4 Release

ACD

API Enhancements

Several ACD APIs will be enhanced for improved performance. For more details, select APIs from the filter on the right.

Customer Request

UI Change

Availability

ACD Routing

Execution Logs for Real-Time Routing Rules

You will be able to access logs that provide details about the execution of real-time routing rules. The logs will provide you data about each time the system executes a rule to route an interaction. This will allow you to efficiently review system behavior, validate routing outcomes, and troubleshoot issues. You will be able to see:

The time the rule executed. When you expand a log, you will be able to see the full date and time of execution.
The ACD skill that the rule used.
The metric the rule uses. When you expand a log, you will be able to see the condition set for the metric. You will also be able to see a graph of the metric for each time the rule has executed that day.
The status of that instance of rule execution. When you spend a log, you will be able to see more details about the status.

You will be able to search and filter the log results by ACD skill, status, and metric to find the entries you want.

Customer Request

UI Change

Availability

Primary Skills Page in Routing Center

You will be able to view a Primary Skills page in Routing Center, listing every skill and the percentage of agents who have it set as their primary ACD skill, with an exact agent count shown on hover. You will be able to sort the list by skill name or by percentage of agents assigned, and searched by skill name or ID; only skills the user has permission to view are shown. This closes a visibility gap that previously required checking separate systems or reports to see how agents are distributed across skills. This feature will be helpful for business administrators, routing analysts, and script writers.

Your NiCE CXone account representative must enable this feature for your system.

Customer Request

UI Change

Availability

Bulk Upload and Download for Primary Skill Assignments in Routing Center

You will be able to manage primary skill assignments at scale in the Routing Center. A bulk upload CSV file of all current agent-to-skill assignments will be able to download from the platform. After updating it offline, you will be able to upload it for NiCE CXone to process. The platform will make assignment changes according to the bulk upload file, with automatic validation and error reporting. Bulk upload files support up to 1,000 skills and 5,000 agents. This option benefits customers adopting Routing Center features that require primary skills to already be assigned, such as real-time routing rules. All uploads and downloads will be recorded in an audit history.

Customer Request

UI Change

Availability

Actions

Multi-Currency Support for ROI Calculations in Auto Insights

Currently, the Cost Calculation settings that feed your ROI calculations are hardcoded to US dollars. If you're entering call or chat costs from outside the US, there's no way to reflect your actual currency, and the label always reads “USD” no matter who's using it.

In this release, you will be able to choose your currency from a new drop-down in Cost Calculation settings, for both Automation Opportunity and Augmentation Opportunity. Once you select a symbol — $, €, ¥, R$, or C$ — it will be used consistently across the settings page, your Automation and Augmentation Opportunity dashboards, and the conversational panel wherever cost is mentioned.

Customer Request

UI Change

Availability

One-Click AI Agent Testing with Cognigy Simulator

Currently, after Automated Insights helps you spot an automation opportunity and you build an AI agent for it in Actions, validating that agent means manually recreating test scenarios inside the Cognigy Simulator. There's no direct path from the insight to a runnable test.

In this release, you will be able to select an intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish., then choose one or more conversation transcripts for it directly within Automated Insights, and send them to the Cognigy Simulator in a single click using a new Send to Simulator action. You will be able to:

Choose transcripts using the same filters you already use elsewhere in Automated Insights — Date Range, Team, Skill, Campaign, and Sub-Topic — instead of hunting them down separately.
Have the Simulator automatically generate a persona, mission, and success criteria for each transcript, producing a ready-to-run test scenario that you can review and edit before submitting.
Follow a deep link back into Cognigy to view the full simulation results once a run completes.
Turn a failed scenario into an agent improvement directly from the results view, by updating the AI agent's instructions or adding new tools to close the gap the failure revealed.
Schedule recurring simulation runs — daily, weekly, bi-weekly, or monthly — so your agent keeps getting validated as new conversations come in.

Customer Request

UI Change

Availability

Best-Performing-Agent Training Data for AI Agent Builder

Currently, Auto Insights builds AI agents from a random sample of about 100 interactions per intent — a mix of good and bad calls that doesn't distinguish strong performance from weak, and reaching that 100-interaction threshold is often a blocker for lower-volume intents.

In this release, Auto Insights will use an intelligent, data-driven Best-Agent Selection process to identify and curate high-quality training transcripts for AI Agent Builder, building on its existing best-interaction selection and sampling logic. You will be able to:

Get interactions ranked by proven agent behaviors — such as empathy and active listening — along with quality indicators including automatability, sentiment, and having at least three resolution actions.
Have AI agents trained on the top 20 to 100 highest-quality 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. for an intent, so they learn from proven human-agent behaviors and best practices instead of a random mix.
Build a reliable AI agent from as few as 20 qualified interactions, down from about 100 currently, making it easier to automate lower-volume intents.
See in-app guidance when fewer than 20 qualified interactions are available, with a suggestion to adjust your filter criteria to grow the pool.

This means AI agents learn from strong human-agent behaviors rather than an unfiltered mix, and lets you build and launch an AI agent sooner without waiting to accumulate large volumes of training data.

Customer Request

UI Change

Availability

Actions Certified for Web Content Accessibility Guidelines (WCAG 2.2 Level AA)

In this release, Actions will be certified for Web Content Accessibility Guidelines (WCAG 2.2) Level AA, following remediation of accessibility defects identified across Actions and Auto Insights during an independent accessibility evaluation. You will be able to:

Get a more consistent, inclusive experience across Actions if you rely on assistive technology such as screen readers or keyboard navigation, with proper labeling, naming, and state information for interactive controls.
Trust that each fix is verified independently before it's considered complete, so the certification holds up to the same evaluation standard that identified the defects.

Level AA, published by the World Wide Web Consortium (W3C), is the level most organizations target for web accessibility compliance — it goes beyond the baseline minimum to address a broader range of accessibility needs. This gives you confidence that Actions meets a recognized, widely adopted accessibility standard, without changing how the product looks or works day to day.

Customer Request

UI Change

Availability

Scalable Skills Selection for Large Enterprise Tenants

Currently, the skills drop-down in Automation and Augmentation Opportunity can slow down or become difficult to use for tenants with very large numbers of configured skills, because the control wasn't built to render tens of thousands of options at once.

In this release, the skills drop-down will cap at 500 visible values and add a search box, so you can quickly find the skill you need even when your tenant has far more than 500 configured.

Customer Request

UI Change

Availability

Export Deterministic Flows to Omilia and Amelia Bot Builder

Currently, if you're building automation in Actions but still rely on the Omilia or Amelia Bot Builder rather than Cognigy, there's no way to bring a deterministic flow you've built in Actions into your existing Bot Builder bot.

In this release, if you're a select customer still dependent on Omilia or Amelia while migrating off the legacy XO platform, you will be able to create deterministic flows directly from sub-topic intents in Auto Insights and export them in compatible formats for Omilia and Amelia — accelerating the deployment of discovered automation opportunities. You will be able to:

Export a deterministic flow built for any subtopic intent in Actions, so you don't have to rebuild it from scratch in Omilia or Amelia.
Keep using your current Bot Builder bot while getting a firsthand look at how Actions approaches automation, as a step toward eventually adopting Cognigy.

Customer Request

UI Change

Availability

Average Speed of Answer in Actions Data Conversation

Actions data conversation for the ACD domain currently doesn't include Average Speed of Answer, so this is one contact center metric you cannot ask about directly.

In this release, you will be able to ask about Average Speed of Answer directly in Actions data conversation — for example, “What is the average speed of answer for voice contacts today?” or “Show me ASA trends across teams this week.” You will be able to:

Ask trend and point-in-time questions about Average Speed of Answer in plain language, without leaving Actions or building a separate report.
Get this answer using the same conversational interface you already use for other ACD questions, since this extends the existing framework rather than requiring a new domain.

This directly addresses a request from the field, and rounds out the set of contact center questions you can ask Actions in natural language.

Customer Request

UI Change

Availability

Workforce Management (CXone) Intraday Data in Actions Data Conversation

In this release, if you hold a WFM Premium license, you will be able to ask Actions data conversation about Workforce Management (CXone) Intraday Manager data, in addition to the Workforce Management (CXone) questions it already supports. You will be able to:

Get quick, conversational answers about intraday workforce data instead of navigating a separate Workforce Management (CXone) report or dashboard.
See data-driven insights surfaced automatically, so operations managers can make decisions faster without leaving Actions.

Customer Request

UI Change

Availability

Screen Intelligence Data in Actions Data Conversation

In this release, if you hold a Screen Intelligence license, you will be able to ask Actions data conversation about agent-desktop activity during a call, as a new Screen Intelligence domain. You will be able to:

Ask natural-language questions about desktop and agent-activity data alongside the other domains you already use in Actions, instead of navigating a separate module.
See suggested questions tailored to the licenses your tenant holds, so you only see what's relevant to you.

Customer Request

UI Change

Availability

Multi-Language Support for Auto Insights

In this release, you will be able to view conversations, insights, and related analytical data in Auto Insights in your preferred language, regardless of the language the original interaction happened in. You will be able to:

View conversation transcripts, topic hierarchies, insight summaries, and widgets and reports consistently in your selected language across Auto Insights.
Get topic analysis covering Brazilian Portuguese, Spanish, French, German, Dutch, and Japanese for this phase.

Customer Request

UI Change

Availability

Avg Duration and Non-Talk Time Filters for Automation and Augmentation Opportunity

Currently, you can filter the Automation Opportunity and Augmentation Opportunity pages by Date Range, Team, Skill, Campaign, and Sub-Topic only.

In this release, you will be able to filter both pages by two more criteria: Avg Duration and Non-talk time.

Set a minimum and maximum average call duration to narrow the interaction pool either page analyzes. This lets you zero in on calls of a specific length instead of sifting through your full interaction volume.
Set a minimum and maximum non-talk-time percentage to filter for interactions with more or less silence — periods where no one on the call is talking. This helps you find automation candidates tied to specific conversation patterns, not just topic or duration.

Customer Request

UI Change

Availability

Unified Category Data from Topic AI in the Observability Dashboard

Currently, the Observability Dashboard classifies and surfaces interaction categories using a mix of its own category logic and older classification data, which can lead to inconsistent labeling across dashboards and reporting, and means categories can break if renamed.

In this release, if you use both the Observability Dashboard and Topic AI, your dashboards and the Observability Dashboard's conversational agent will read Category, Topic, and Subtopic data directly from Topic AI's taxonomy. You will be able to:

Manage your categories in one place — Topic AI — instead of maintaining separate category logic for the Observability Dashboard.
Keep your historical dashboards intact even when a category gets renamed, since categories are tracked by a stable ID rather than by name.
Ask the Observability Dashboard's conversational agent natural-language questions about intents and actions, since it now shares Topic AI's category data.

Customer Request

UI Change

Availability

Full Rules Engine Visibility and Checklist Compliance Reporting

Currently, the Rules Engine tab in the Observability Dashboard shows real data for only 2 of the 5 possible guidance types — Text Card and Supervisor Notification — while Checklist Card, Decision Tree, and Workflow appear as blank placeholder bars, and rules are identified only by an opaque ID. There's also no visibility into whether agents actually complete the checklist items they're guided toward.

In this release, the Rules Engine tab will show all 5 guidance types with human-readable names instead of IDs, and add a Checklist Completion Rate KPI with a manual, timer, and keyword-detection breakdown. You will be able to:

See exactly which guidance fired — by name, not ID — across all 5 action types, so you can tell what your agents were shown without a separate lookup.
Track checklist completion with a dedicated KPI and a breakdown of how items were completed, closing a gap in visibility into agent compliance and coaching opportunities.
Filter and compare multiple rules side by side, and diagnose why a rule isn't firing — distinguishing an unassigned rule from one that's assigned but inactive.

Customer Request

UI Change

Availability

Expanded Export Fields for Agent Queries in the Observability Dashboard

Currently, exporting Agent Queries data from the Observability Dashboard doesn't include team, skill, Contact ID, or Master Contact ID — fields that are already available when you export Generative Responses data.

In this release, Agent Queries exports will include these same fields, bringing them to parity with Generative Responses. You will be able to:

See team and skill included in your Agent Queries export, the same fields already available for Generative Responses. This lets you slice Agent Queries data the same way you already slice Generative Responses data.
See both a Master Contact ID and a Contact ID on each row. Group by Master Contact ID to look at queries per call, or by Contact ID to look at queries per call segment — useful when a single call spans multiple legs, such as IVR, agent, and transfer.

New filters for Division Type and Billing Code will also be available. These filters will help you quickly find what you need by enabling faster searches and better grouping of results. These changes will reduce manual work and make Division Management easier to use.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Automatic Expiry for Secondary Roles

Administrators will be able to set an expiration date when assigning secondary roles. The system will automatically remove the role at midnight on the selected date no manual cleanup needed. Every removal will be recorded in the audit logs, keeping short-term access simple, secure, and compliant.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Team and Group Lookup APIs

NiCE CXone will introduce two new API endpoints that will allow developers to retrieve basic team and group details (ID and name) without requiring special permissions. With built-in support for filtering, sorting, and pagination, these endpoints will make it easy to populate dropdowns, manage data mapping, and search for specific entities simplifying integration workflows without relying on permission-gated APIs.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Simplified, Clearer Change History

The Change History tab will be simplified by removing the summary section that displays record creation and last modification details. All existing functionality, including filters, reports, change counts, and the detailed change log, will continue to work as before. Entity references will also display more user-friendly names instead of internal IDs, making it easier to understand which groups, roles, teams, and other items were changed. These updates ensure that all essential details remain available in a simple, responsive, and easy-to-understand format.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Non-Billable User Limit Increase

The number of non-billable user accounts allowed per tenant will be increased. Currently, NiCE CXone allows a maximum of 25 non-billable user accounts. In this release, this will be a configurable setting in each tenant. Additionally, the maximum number of non-billable user accounts will increase to 150. The default will be 25. This setting must be made by your account representative in Tenant Management.

Analytics Policies & Pipeline Enhancements

Conditional Transcription: To prevent unnecessary processing costs, post-call transcription will run only when at least one billable application scope (such asInteraction Analytics (CXone) or Quality Management) is selected within an Analytics Policies. Policies without a selected scope will still be used to apply redaction rules to existing real-time transcripts.
Billing Impact Warnings: The Analytics Policy editor will display a warning when deselecting Can Be Analyzed or Can Be Evaluated filters, helping you understand potential changes to billable user counts before you save your changes.
Improved Transcript Accuracy: Duplicate punctuation will be removed by eliminating a redundant step in the ingest pipeline. Relying exclusively on the V11 transcription engine will improve accuracy and will resolve formatting inconsistencies in the analytics pipeline.
UI Label Update: The Quality Management Analytics checkbox in the Policy Scope section will be renamed to Quality Management Advanced.
Language Restrictions: To ensure feature compatibility, the Topic AI checkbox will be automatically disabled and deselected whenever the Welsh language is selected for a policy.
Enhanced Data Security: The Segments API will honor Role-Based Access Control (RBAC). This ensures that when users request segment metadata, they will only see results matching their assigned teams, skills, or divisions.

Customer Request

UI Change

Availability

Improved Accuracy and Readability for Interaction Redaction

The Redaction engine will be upgraded to provide higher entity-based redaction accuracy and a more intuitive viewing experience.

Key updates in this release will include:

Entity-based redaction will support Spanish and Brazilian Portuguese.
Entity-based redaction generic [MASKED] tags will be replaced with specific labels, such as [ADDRESS] or [NAME], to provide better context within transcripts.
When multiple consecutive words are redacted for the same entity (such as a full name), the system will collapse them into a single label to reduce visual clutter.

Customer Request

UI Change

Availability

Enhanced Accuracy and Coverage in Topic AI

Topic AI will provide even greater coverage and accuracy by integrating Large Language Model (LLM) technology into the inference process. This update will allow the system to more precisely identify the correct intent or action for each interaction, resulting in an 8% to 10% improvement in both accuracy and coverage. These enhancements will ensure more reliable data for downstream analytics and provide a more comprehensive view of customer conversations. This feature will be available via a toggle in the 26.4 release.

Customer Request

UI Change

Availability

Enhanced Example Relevance Sorting in Topic AI

The Topic AI information pane will soon feature an improved display for subtopic examples. This update will automatically sort examples from the most accurate to the least accurate. This change will allow users to immediately identify the most important data associated with an intent, facilitating faster decisions on whether to rename, remove, or merge subtopics. By prioritizing high-impact examples at the top of the list, the validation process will become more intuitive and efficient. This improvement will be available for all models enriched starting in version 26.4.

Customer Request

UI Change

Availability

Topic AI Application Localization

Currently, the Topic AI is available exclusively in English. In this release it will support full localization within the NiCE CXone ecosystem. This update will ensure that the application aligns with the NiCE CXone multi-language framework, automatically detecting your browser settings to deliver a seamless, native-language experience.

This feature will be available via a toggle in the NiCE CXone environments.

Customer Request

UI Change

Availability

Availability

Changes to APIs for ACD Skills, Agents, and Teams

The following API endpoints will be enhanced to provide more precise control over agent and team data. They will also have improvements to backend performance and scalability to keep the platform fast and stable as your traffic and data volumes grow. You do not need to do anything to receive these updates. The affected endpoints will be:

GET /skills/{id}/agents
GET /skills/{id}/agents/unassigned
GET /agents/{agentId}/skills
GET /teams/{teamId}

Customer action: None required. If you use these endpoints, your existing integrations will continue to work and you will automatically benefit from these changes.

Customer Request

UI Change

Breaking Change

Impacted Versions

Availability

Enhanced Filtering for Completed Contacts API

This release will give you more control over completed contact data retrieval with end date filtering. Unlike previous versions that filtered records based only on the contact start date, you will be able to filter by the contact end date using the new contactDateParadigm flag. This will ensure more accurate reporting and will simplify incremental data synchronization, especially in high-volume environments where contacts may span multiple reporting windows.

Action Required:

Prepare to update your workflows to leverage the new contactDateParadigm flag when querying the Completed Contacts API.

Customer Request

UI Change

Availability

Media Type Filtering for Contacts

In this release, you will gain more precise control over contact data retrieval with media type filtering. Unlike previous versions that returned aggregated results across all interaction channels, this new capability will allow you to filter contact records by a specific media type such as Call, Chat, Email, SMS, Digital, and so on in a single request. This ensures cleaner, more targeted data pulls for reporting and reduces processing overhead in high-volume polling environments.

Action Required:

Prepare to update your workflows to use the new MediaTypeId parameter when querying the Contacts API.

Customer Request

UI Change

Availability

Enhanced Caller Identity Privacy for Completed-Contacts API

The Completed Contacts API will strictly enforce the Hide caller phone number permission to ensure sensitive caller information is suppressed end-to-end.

With this update, the API will perform a real-time permission check and return restricted in place of the ANI or phone number whenever the privacy setting is enabled.

Existing behavior will remain unchanged for users who do not have this permission enabled.

Customer Request

UI Change

Availability

Enhanced Filtering for Completed Contacts API

The Completed Contacts API will soon support media type filtering when tracking recent updates. This update will ensure that contact data is accurately filtered and retrieved when changes made since a specific timestamp are tracked. This will ensure that you receive accurate results and will prevent records from being missed when you filter by a specific media type.

Additional Components to Sync from Primary to Multi-Region BCP Tenant

To ensure that your Multi-Region BCP tenant stays up to date, you will be able to sync data from your primary to your Multi-Region BCP tenant. This will also prevent you from manually managing two tenants. However, not all data from the primary tenant is currently supported for synchronization.

In an upcoming release, support will be added for ACD Callbacks, Divisions, and Groups. If these features are enabled in your system, their related entities will be automatically synchronized with the secondary tenant.

The Divisions Sync feature will be available to users with a Divisions license on both the Primary and Disaster Recovery tenants.

View data that can be synced

ACD	Admin	Studio
Agent Settings (ACD Users)	Roles	Files
Business Unit Settings	Teams	Scripts
Standard Address Book	Users (Employees)
Personal Connection
Skills
Voice Manual Outbound
ACD Callbacks
Divisions
Groups

Customer Request

UI Change

Availability

Currently, automatic form fill is limited to the Copilot initial starter form. In this release, Copilot will automatically populate form fields authored by Cognigy using context from the conversation. You will be able to:

Have fields prefilled as soon as a workflow form renders, and progressively as new information comes up in the conversation.
Trust that any edits you make as an agent are never overwritten by automatic fill.

This cuts down on repeated data entry across workflows authored by Cognigy.

Customer Request

UI Change

Availability

Business Data in Copilot for Engagement Hub

Currently, Copilot on Engagement Hub (Multi-ACD/Open) doesn't have access to the caller context that calls routed by Studio calls already receive.

In this release, Copilot for Engagement Hub (Multi-ACD/Open) will be able to receive and use business data — such as customer name, tier, and call reason — from your contact center system. You will be able to see:

See relevant customer context displayed as soon as the call starts, instead of starting from scratch.
Use Real Time AI Policies to activate or suppress Copilot behavior based on that business data.

Customer Request

UI Change

Availability

Agent Filters for Knowledge Hub Tags

Currently, Agent Filters only work with the legacy Knowledge Hub Tags attribute. In this release, you will be able to configure Agent Filters against any Knowledge Hub metadata attribute.

Customer Request

UI Change

Availability

Extended Knowledge Search Context Using Prior Questions

Currently, each knowledge base search starts fresh from a short recent-conversation window, so a follow-up question like "what about the extended warranty for that?" can return incomplete results.

In this release, you will be able to select a Context Strategy on the Copilot Profile's Knowledge tab, so Copilot resolves references using earlier questions in the conversation.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Extended Knowledge Answers Using Prior Responses

Currently, even with prior questions taken into account, follow-up answers don't factor in what Copilot already told the customer. In this release, you will be able to turn on a setting to have Copilot consider its own prior answers when generating a new one. You will be able to:

Set how many prior answers to carry forward, from one to ten, with a default of three.
Get an answer that's directly comparable to what was already said, on related follow-up questions.

This feature is off by default, so it's entirely opt-in. Prior answers don't carry across separate calls, and only the configured number of recent answers is retained — older ones age out.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Dedicated Question Extraction for Digital Conversations

Currently, a digital message is sent to Knowledge Hub exactly as typed, so a long or rambling message can return results based on the entire text rather than the actual question.

In this release, Copilot will extract the customer's actual question first, using a dedicated extraction prompt built for digital conversations.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Native Copilot Simulator in AI Studio

Currently, testing a Copilot configuration means deploying it to a staging environment or using disconnected tools. In this release, you will be able to test prompts, routing, and workflows directly inside AI Studio using a built-in simulator. You will be able to:

Simulate a live conversation or upload a transcript to test against, all within an isolated sandbox.
Inspect the raw request and response, along with token usage and latency, for each step of the simulation.

This lets you validate a configuration in one workspace before publishing it.

Customer Request

UI Change

Availability

PII Profiles for AI-Generated Summaries

Currently, AI-generated summaries can include sensitive personal information with no filtering applied. In this release, you will be able to define PII Profiles that control what personal information is detected and anonymized. You will be able to:

Start from four pre-built profiles — General Privacy, HIPAA, PCI-DSS, and GDPR EU — or build a custom profile of your own.
Set per-entity detection thresholds, anonymization methods, allow and deny lists, and custom regex rules.
Validate a profile's behavior using the built-in Test tab before applying it.

This means only anonymized output is ever stored for summaries covered by a profile. A PII Profile has no effect until it's assigned to a Copilot Prompt — the default remains no anonymization.

Customer Request

UI Change

Availability

Task Assist and Guided Capture for Engagement Hub

Currently, Task Assist and Guided Capture depend on Studio and are unavailable to agents working on Engagement Hub (Multi-ACD/Open). In this release, Task Assist and Guided Capture will work on Engagement Hub (Multi-ACD/Open), pulling caller information directly from it. You will be able to:

Use Task Assist lookups and updates the same way you would on a call routed by Studio.
Run Guided Capture workflows on Engagement Hub (Multi-ACD/Open) calls for the first time.

Customer Request

UI Change

Availability

Silence Detection Trigger for Rules

Currently, rules can only trigger on keywords, phrases, or detected intent — there's no way to trigger on silence. In this release, you will be able to configure a rule that fires when a voice interaction goes silent past a threshold you set. You will be able to:

Choose whose silence triggers the rule — the customer, the agent, or either — and set a threshold between 3 and 120 seconds.
Have the rule fire once per silence episode, with hold time automatically excluded from the calculation.

This lets you catch dead air, nudge a stuck agent, or re-engage a quiet customer.

Customer Request

UI Change

Availability

Rules List and Rule Creation Improvements

Currently, the rules list has no way to filter by trigger type, and rule creation asks you to configure settings before you've even chosen a trigger type.

In this release, you will be able to filter and sort the rules list by trigger type, and rule creation will start by asking you to choose a trigger type first. You will be able to:

See a Type column in the rules list, filter by it, and click any row to open that rule directly.
Search rules with case-insensitive matching, and see only the settings that are relevant to your chosen trigger type.

Customer Request

UI Change

Availability

Sentiment-Based Rule Triggers

Currently, rules can't trigger based on customer sentiment. In this release, you will be able to configure a rule that fires on a sentiment state, a shift in sentiment, or sustained negativity.

Customer Request

UI Change

Availability

Interaction Lifecycle Event Triggers for Rules

Currently, rules can't trigger on structural call events such as transfers or holds. In this release, you will be able to fire a rule on events like Interaction Started, Interaction Ended, Call Transferred, Hold Placed, or Hold Resumed.

Customer Request

UI Change

Availability

Division-Level Scoping for Rules

Currently, every rule is visible to every administrator regardless of organizational unit. In this release, you will be able to associate each rule with a division at creation, so it's visible and manageable only to users in that division. You will be able to:

Select a division from a new dropdown when creating a rule.
Have existing rules automatically mapped to a default division, with no migration steps required on your part.

Four analytics reports will receive new filtering options and reliability improvements, helping users find data easily and restoring trust in the results.

Analytics Category Statistics
Analytics Metric Comparison
Analytics Metric Statistics
Analytics Metric Trend

Agent Session Event Streaming

Currently, agent session event data from NiCE CXone is not available for direct external consumption through Data Streams. Customers who need near-real-time visibility into agent activity must rely on other reporting mechanisms.

In this release, Data Streams will publish the Agent Session events for external customer consumption. The Agent Session stream will deliver enriched, event-level agent session data in near-real time. Each record will include the agent's display name, state display name, session and state timestamps, and unavailable-state details. Tenant ID and Division Number will be included for data security and customer-level stream isolation. Agent Session event streaming will need to be enabled by a NiCE CXone account representative and is not available for customer selection or self-service enablement in the Data Streams user interface in this release.

This capability unlocks near-real-time agent session event data for external consumption, empowering customers with live workforce insights while reducing dependency on batch reporting and third-party data workarounds.

Starting with tenants set up under the Digital Experience (DX) Monetization Model, Bring Your Own Channel (BYOC) will be available only on the higher of two Digital Experience (DX) tiers. This change will only impact new customers. Existing customers will not be affected.

Customer Request

UI Change

Availability

You will be able to offer a persistent menu in the digital chat window when you have use a Cognigy AI bot. A persistent menu will give contacts quick-action buttons they can use to navigate between conversation stages at any point in the conversation.

This capability will only be available for bots built through Cognigy AI. It won't be available to live agents or to bots outside the Cognigy AI integration. Each channel must be mapped to a specific Cognigy AI endpoint. The menu itself is configured entirely on the Cognigy AI side.

Customer Request

UI Change

(in chat window)

Availability

AI Bot Reply Streaming

For bots built on the Cognigy AI solution, when an AI-generated reply arrives as a series of separate messages sent sentence by sentence, digital chat will display and animate them together as a single, smoothly growing response instead of showing each sentence as its own separate message.

This capability will only be available for bots built through Cognigy AI. It won't be available to live agents or to bots outside the Cognigy AI integration.

This feature will be available later in the release cycle.

Customer Request

UI Change

(in chat window)

Availability

xApp Support for Cognigy-Integrated Bots

For bots built on the Cognigy AI solution, digital chat will support xApps. The xApps option offers small self-service web applications that a bot can present to the contact inline in the chat window or in a separate browser tab. Cognigy AI will define what an xApp does and how it looks. The role of NiCE CXone digital chat will be to display it. Example use cases include verifying identity, selecting a seat, sharing a location, taking a photo, adding a boarding pass to a digital wallet, or capturing a signature.

This capability will only be available for bots built through Cognigy AI. It won't be available to live agents or to bots outside the Cognigy AI integration.

Customer Request

UI Change

(in chat window)

Availability

HTML Content Support

Agents will be able to send quick responses formatted as HTML or complex HTML in interactions on digital chat channels. Currently, these quick responses are hidden from agents. Digital chat will also process incoming messages sent with an HTML content type. Rendered HTML content will be isolated from the surrounding chat window styles so it displays consistently. The rich text editor used to create quick responses will support inserting hyperlinks, and agents will see the destination URL before sending. All HTML content will be sanitized on both the client and the server, and links will only be allowed to use standard http and https addresses.

This option is only available to agents using Agent Workspace (Agent). Rendering of HTML only works from the agent side, not the contact side.

Customer Request

UI Change

Availability

JavaScript API to End a Live Chat Session

Script developers integrating the digital live chat widget will be able to use a new JavaScript API method to explicitly close the active live chat interaction from the hosting web page. Closing a session this way will also clear the stored session pointer so the closed session isn't automatically rejoined if the page reloads. No replacement session will be created unless the hosting application starts one. This change also fixes an existing issue where a closed interaction's session pointer could remain in browser storage and cause repeated, failed rejoin attempts on every page reload.

This change will apply to the digital live chat channel only. Asynchronous messaging channels won't be affected, because messaging contacts cannot be closed this way.

Contact Name Improvement for Apple Messages for Business

Currently, contacts on Apple Messages for Business channels display with a generic label in Agent Workspace (Agent) applications instead of with the contact's name. This makes it hard for agents to tell the contacts apart when they have more than one Apple Messages for Business contact at a time. In this release, agents will see the contact's name, just as they do for interactions on other digital channels.

Additionally, agents will be able to change a contact's name for interactions on channels where the provider doesn't send a reliable name, such as Apple Messages for Business. For more details, select Agent Workspace (Agent) from the filter on the right.

Neither change will impact the contact or the contact's side of the conversation. Only agents using Agent Workspace (Agent) will notice a change.

Customer Request

UI Change

Availability

Identity Verification Via Apple Messages for Business

NiCE CXone will support using the built-in Apple authentication flow Icon of a square with an arrow pointing outside of it. with Apple Messages for Business channels. The Apple authentication flow uses the latest OAuth Authorization framework. This framework is compatible with Open ID Connect. It allows you to securely authenticate the identity of contacts instead of asking for account credentials or other sensitive information directly in the conversation.

Authentication messages will be able to be sent from Agent Workspace (Agent), by Studio, and by virtual agents or other applications. When an authentication message is sent, Apple will delivery the template to the contact's device. When the contact taps the message, they'll go through the secure sign-in flow that you will build with your OAuth provider. This will verify the contact's identity. The agent will receive confirmation of which account the contact logged in to.

If you want to use the Apple authentication flow, you will need to:

Build and deploy a flow with an OAuth provider.
Supply the required details about the OAuth provider in the Apple Business register in the Integrated OAuth 2 Authentication section.
Create Authentication message templates in your Apple Messages for Business channel settings.

Customer Request

UI Change

Availability

Apple Messages for Business Invitations

You will be able to configure Invitation templates in Apple Messages for Business channel settings. This will allow your organization to proactively start conversations with contacts over Apple Messages for Business using a template that Apple has approved for your account. Apple requires individual approval of both your organization and its templates before Invitations can be used.

Contacts will need to provide your organization explicit opt-in messaging to the provided phone number before the invitation is sent. Contact opt-out requests must be respected.

You will be able to send invitations in two way, either automatically via Studio script or manually by agents using Agent Workspace (Agent). Scripts and virtual agents will need to be configured to handle 404 error responses. Invitations sent to non-Apple devices return 404 errors.

These branded and verified invitations Icon of a square with an arrow pointing outside of it. appear in the Messages app on Apple devices. This allows the contact to engage with your organization in secure, private conversations. If the contact doesn't have an existing conversation with your organization, the system will create a new one. If the contact responds to the your organization, the conversation becomes a normal two-way Apple Messages for Business conversation. If the contact has an existing Apple Messages for Business conversation with your organization, the invitation will appear in the same conversation thread.

Customer Request

UI Change

Availability

Contact Card Support For WhatsApp

Agents and contacts will be able to share contact information, such as name and phone number, during WhatsApp conversations. When agents send contacts a vCard in WhatsApp conversations, NiCE CXone will convert the vCard to the WhatsApp contact format so that the contact can seamlessly add that contact into their WhatsApp contacts list. When contacts share a contact with agents in a WhatsApp conversation, NiCE CXone will convert the WhatsApp contact to a vCard, which will be available to the agent as an attachment. This feature will bring NiCE CXone in line with a standard WhatsApp messaging feature.

Customer Request

UI Change

Availability

Request Phone Number In WhatsApp Templates

You will be able to send rich messages over WhatsApp that include a button that asks the contact to share their phone number. When a contact taps the button to respond, NiCE CXone will capture the phone number and display it to the agent in a system message. This will allow your agents to fill in gaps in your contact records.

The WhatsApp utility and marketing templates in the WhatsApp Manager allow you to add this button type. However, NiCE CXone will not sync template messages with the request-contact-info button type. This ability will be added in a future release. In this release, this option must be configured in your Studio scripts.

Customer Request

UI Change

Availability

Request Location Over WhatsApp

Agents will be able to request a contact's current location during WhatsApp conversations. When contacts share a location during the conversation, NiCE CXone will show agents a system message with the shared location's GPS coordinates and a URL to view those coordinates in an open source map. The map will open in another browser tab. If the contact includes other information, such as a name and address, the agent will also see that information.

Live location sharing will not be supported in WhatsApp Business Messaging. Contacts will only be able to share:

A static location pin that indicates where they are at the moment they send the message. The location will be shared as GPS coordinates.
An address pin selected after searching for a street address in WhatsApp. The location will be shared as GPS coordinates and street address.
The pin for a nearby place found in the WhatsApp location search, such as a business, park, or monument. The location will be shared as GPS coordinates, street address, and the name of the location.

Customer Request

UI Change

Availability

Receive Location Over WhatsApp

Agents will be able to send rich messages over WhatsApp that include a button that asks the contact to share their location. When the contact taps Send Location in the message, WhatsApp will prompt the contact to send their current GPS coordinates or to search and select from a list of known nearby places. When NiCE CXone receives the location, the system will display it to the agent. This feature will streamline the process for contacts to share locations during time-sensitive conversations, such as roadside assistance or insurance claims. In this release, this option must be configured in your Studio scripts.

Customer Request

UI Change

Availability

WhatsApp Username as Contact Display Name

Currently, for interactions on WhatsApp Business channels, agents see the contact's phone number instead of a username. In this release, agents will see the contact's WhatsApp username as their display name when it's available, instead of their phone number. If a contact doesn't have a username, agents will continue to see their phone number as before. When a username is shown, the contact's phone number will still be available to the agent, but it will not be available for agents to see. Making the phone number accessible for agents to see will be added in a future release.

The SDK for iOS and Android will be able to sign customers in through a third‑party identity provider using the OAuth Authorization Code flow with PKCE. The mobile app will act as a public client, so no client secret will be stored in the app. After a successful sign‑in the contact sees the normal chat experience.

The flow will work with any identity provider that supports Authorization Code with PKCE. Google will be the provider validated for this release. Others are expected to work but will not be validated in this release.

To use this flow, register a public (native) OAuth client without a secret at your identity provider and make sure the channel's OAuth configuration includes the Redirect URI.

Customer Request

UI Change

Availability

ChannelInfo Caching

The SDK will cache channel information locally for five minutes instead of requesting it from NiCE CXone every time a contact opens the app, changes screens, or starts a chat. This will give you faster app performance.

The SDK will refresh the cached information automatically after five minutes, or immediately when a contact logs out or the app reinitializes with a different channel ID. If you change a channel's settings in NiCE CXone, the update will take up to five minutes to appear in the app because of this cache.

Customer Request

UI Change

Availability

Feedback Management pages will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

GenAI Prompts

Instant Profile Search

Currently, finding a specific profile in GenAI Prompts means scrolling through the full list of profiles one by one.

In this release, you will be able to search for a profile by name directly within GenAI Prompts, matching the profile search experience already available in Copilot. You will be able to type a few characters of a profile name to see matching results instantly, without needing to press Enter or a search button, so you can find what you need without breaking your flow.

Customer Request

UI Change

Availability

Gradual Rollout for Updated Prompt Templates

Currently, when NiCE updates a prompt template, you're switched to the new version automatically and without notice, with no chance to test it first.

In this release, you will be notified when a prompt template you use has been updated, and you will be able to keep testing the previous version before deciding to adopt the new one. You will be able to:

Get notified as soon as an updated template is available for a prompt you use, instead of being switched over silently. This gives you visibility into changes before they affect your live prompts.
Continue testing the current template alongside the new one for a period of time before you publish the update. This lets you validate the new version on your own schedule instead of adopting it sight unseen.

This gives you control over when you adopt a template change, instead of an unannounced switch to a new version.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

Bring Your Own LLM Large Language Model. A type of AI that processes, understands, and generates human language based on context. for Cognigy

Currently, Cognigy is limited to the language models NiCE provides, with no way to connect a model of your own.

In this release, you will be able to connect your own large language model (LLM) to Cognigy instead of relying solely on the models that NiCE provides. This gives you real choice and control over the model behind your Cognigy environment, instead of being limited to the models NiCE provides.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

AI Assist Expands Beyond Automated Summary (AutoSummary) to General Availability

Currently, AI Assist only supports Automated Summary (AutoSummary) prompts.

In this release, AI Assist will expand to support your prompts more broadly, drawing on a wider knowledge base and adding the ability to compare how a prompt performs across different language models. You will be able to:

Get guidance from AI Assist that draws on Online Help and training documentation, not just a narrow starting scope. This gives you more accurate, better-informed suggestions when configuring your prompts.
Try your prompt against a different LLM and see a before-and-after comparison of the results, the same way you already can for Automated Summary (AutoSummary). This helps you evaluate model choice without leaving the AI Assist flow.

This turns AI Assist from a single-purpose Automated Summary (AutoSummary) helper into a broader assistant that supports more of your day-to-day prompt configuration work.

Customer Request

UI Change

Availability

Test Email-Based Prompts Directly in GenAI Prompts

Currently, email-based prompts in GenAI Prompts can be customized and published, but they cannot be tested first.

In this release, you will be able to test email-based prompts directly in GenAI Prompts using a dedicated Email tab, the same way you already test other prompt types.

Retrieve and review email content directly within GenAI Prompts before you test it. This closes a gap that opened when email-based prompts became available ahead of GenAI Prompts's ability to test them.
Test your email-based prompt and review the results before publishing, instead of publishing directly and finding out how it performs after the fact.

This lets you validate email-based prompts with the same confidence you have for every other prompt type, instead of publishing them untested.

Customer Request

UI Change

Availability

Search and Select Transcript Segments

Currently, adding a transcript to GenAI Prompts means entering a segment ID manually.

In this release, you will be able to:

Search for a segment the same way you already search elsewhere in the product, instead of tracking down and typing an ID. This replaces a manual, error-prone step with a guided search.
Select the right segment with confidence, cutting down on the back-and-forth of copying IDs from another screen.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

LLM Manager for Copilot Prompts and Custom Prompts

Currently, GenAI Prompts profiles can only use a fixed set of platform models. You can't see which models are available.

In this release, you'll get a new LLM Manager, opened from the Settings icon in the GenAI Prompts header. It lets you view all available models. You'll also be able to add your own model by providing its API key, endpoint, and version, instead of being limited to the models that NiCE provides.

This gives you visibility and direct control over which model powers each prompt, plus the option to bring your own when you need to.

Customer Request

UI Change

Availability

Premium Model Selection Unlocked in GenAI Prompts

Currently, Premium large language model (LLM) selection in GenAI Prompts is locked and unavailable to you.

In this release, you will be able to select Premium large language models directly in GenAI Prompts.

Choose a Premium LLM for your prompts instead of being limited to Standard models.
Select a Premium LLM only if your tenant has the LLM consumption-based billing SKU.
See usage billed with a transparent, token-based model that reflects your actual Premium usage.

This gives you direct access to Premium model options that were fully closed off until now.

Customer Request

UI Change

Availability

Guide

Content Security Policy Support for the Guide Script

Currently, if your website enforces a Content Security Policy with nonce-based script permissions, the Guide script can be rejected as a CSP violation even when it's using a valid, server-generated nonce.

In this release, the Guide script loader will accept and correctly pass along server-generated nonce values, so Guide works in strict CSP environments. You will be able to load Guide on sites with strict, nonce-based Content Security Policies without triggering a CSP violation.

This removes a compatibility barrier for security-conscious customers who enforce a strict CSP and could not deploy Guide without a policy exception until now.

Customer Request

UI Change

Availability

Custom Visitor Events for Reporting

Currently, custom events you send from Guide aren't captured in reporting, so they don't show up in your KPI dashboards.

In this release, custom events and variables sent from Guide using the existing JS API — for example, setVisitorVariable('user_type', 'web_visitor') or setVisitorEvent('page_view', window.location.pathname) — will be recorded and made available for reporting. You will be able to:

Send custom visitor variables and events from Guide using the JS API calls you already have in place.
See those custom events reflected in reporting, so they can inform your KPI dashboards instead of going uncaptured.

This closes a gap between what you can already send from Guide and what actually shows up in your reporting, giving you fuller visibility into visitor activity.

Customer Request

UI Change

Availability

Clear Visitor Data with a New Purge Command

Currently, there's no supported way to fully clear a visitor's stored data and active chat session on demand.

In this release, a new command will let you purge a visitor's stored data — clearing their local visitor and visit data along with any active conversation and stored custom fields — and start a fresh session without reloading the page. You will be able to:

Purge a visitor's stored data and reset their active chat session with a single call, instead of relying on a page reload or manual workaround.
Start a new session immediately after the purge, with no active conversation pointers or custom fields carried over from before.

This gives you a supported way to fully reset a visitor's data and session, which is particularly useful on shared or public devices.

Customer Request

UI Change

Availability

Backend Cleanup for Visitor Inactivity Detection

Currently, checking whether a website visitor has gone inactive (used to trigger a proactive chat offer) still round-trips through backend workflow automation for every event, adding backend load at scale.

In this release, the remaining backend cleanup for this change will be completed, including rolling out a feature toggle that filters workflow activity related to Guide out of backend automation processing. You will be able to:

Reduce the volume of events backend workflow automation has to evaluate, by filtering out activity related to Guide that no longer needs to be processed there.
Complete the backend cleanup left over from moving the visitor-inactivity decision into the browser, without changing how the proactive offer itself behaves.

This will be a backend performance and cleanup effort with no visible change for you — it will reduce backend load without altering the proactive inactivity offer you already see.

Customer Request

UI Change

Availability

Accessibility and Usability Improvements for the Pre-Contact Survey

Currently, the pre-contact survey shows validation errors on all required fields as soon as the form loads, before a visitor has had any chance to interact with it.

In this release, validation errors will only appear after a visitor tries to submit the form with required fields still empty, and each error will clear automatically as that field is filled in. This release also addresses several related accessibility issues so the survey works better with assistive technology. You will be able to:

See validation errors only after attempting to submit the form, instead of on page load, with errors clearing in real time as each field is completed.
Interact with the survey's buttons and icons using assistive technology with fewer inconsistencies, thanks to corrected labeling and roles on form elements.

These changes reduce a confusing default experience for every visitor who opens the pre-contact survey, and improve the survey's accessibility for visitors using assistive technology.

Customer Request

UI Change

Availability

Search and Folder Organization for Guide Rules

Currently, the Guide Rules list has no way to search or group rules, so accounts with a large number of rules have to scroll through a single flat list to find what they need.

In this release, you'll be able to search rules by name in real time. You will be able to organize rules into folders and see a read-only column showing each rule's run order. You will be able to:

Search for a rule by name and see matching results instantly, including matches inside a collapsed folder.
Group related rules into folders that you can create, rename, and reorder by drag-and-drop, purely for organization — moving or deleting a folder never changes when its rules run.

This makes it much easier to find and manage rules in a large Guide implementation, instead of scrolling through an undifferentiated list. Folders are a cosmetic grouping only and do not change rule execution order, which continues to run top to bottom exactly as it always has.

Customer Request

UI Change

Availability

Template-Level Overrides for Localization Strings

Currently, a language's string values in Localization apply the same way across every template, so you can't show different wording for the same language depending on which template is in use.

In this release, you'll be able to create a Template Localization: an alternate set of strings for a language you've already set up, that applies only when a specific template is being used. You will be able to:

Add a Template Localization under an existing language, and assign it to one or more templates from the localization page.
Rely on the most specific match being used automatically: a localization matching your visitor's language and region takes priority, then one matching just the language, before falling back to your top-level language strings.

This lets you tailor wording by template — for example, a different label or tone for one implementation versus another — without maintaining separate languages for the same content. A language must already exist before you can add a Template Localization under it, and each template can be assigned to only one Template Localization within a given language and region.

Availability

Detailed Sync History for Confluence, Salesforce, ServiceNow, and SharePoint

Currently, when a sync cycle completes for a data source like Salesforce or ServiceNow, you don't get visibility into what happened during that sync — how many articles came through, how many were ingested, or how many failed.

In this release, you will be able to see detailed ingestion statistics in Sync History for each sync cycle, for your Confluence, Salesforce, ServiceNow, and SharePoint V2 data sources. You will be able to:

See separate counts for articles received, ingested, deleted, and failed for each sync cycle, accessible from the data source's menu on the Knowledge page. This tells you exactly what happened without digging through logs.
Expand any of those counts to see the individual article names involved, with a copy-to-clipboard action on each one, so you can act on specific articles without re-checking the source system.
See attachment counts and names alongside article counts, for data sources like Confluence that ingest attachments as part of an article.

SendGrid Email Integration for Outbound Campaigns

You will be able to set up email channels in Outbound Engagement (SmartReach) using SendGrid. These channels will support high-volume outbound email campaigns and two-way email conversations. Agents will be able to see and reply to inbound email replies, and NiCE CXone will track delivery status, including opens, clicks, bounces, and spam reports so compliance actions like unsubscribe requests are recorded automatically. This gives you more reliable delivery tracking and built-in compliance handling for high-volume outbound email campaigns.

This integration will be available only for NiCE CXone customers using Outbound Engagement (SmartReach).

Customer Request

UI Change

Availability

Support for 100,000 Named Agents

Outbound Engagement (SmartReach) will support up to 100,000 named agents per business unit, allowing large enterprises to manage significantly larger workforces within the platform.

Customer Request

UI Change

Availability

Support for Attachments with the Send SMS API

The Send SMS API will support file attachments, which will allow users to send Multimedia Messaging Service (MMS) messages through automated API requests. This update will enable you to deliver personalized documents, such as monthly statements, receipts, or legal notices directly to customers and reduce the need for manual agent intervention.

Customer Request

UI Change

Availability

Capacity Expansion of Scheduled Jobs

The number of concurrent jobs (import, export, and schedule campaigns) will be increased. This update will allow organizations to manage more concurrent data operations and improve scalability across the NiCE CXone platform. The following capacity increases will be available:

Import Jobs: Increase from 6 to 20 concurrent jobs.
Export Jobs: Increase from 4 to 20 concurrent jobs.
Scheduled Campaign Jobs: Increased from 4 to 20 concurrent jobs.

Customer Request

UI Change

Availability

Personal Connection

Supported Characters for Calling List Names

Calling list file names will only support letters, numbers, hyphens ( - ), and underscores ( _ ). Other characters, including spaces and : / ? # [ ] @ ! $ & ' ( ) * + , ; = % will not be supported because they cause some operations to fail when locating the calling list.

Managing data privacy compliance will be much easier. You will be able to submit Right to be Forgotten requests in Interactions Hub using just a phone number or email address.

Script Validation

When you save a script, Studio will check to see if the script contains an ONRELEASE action branch with an END action. If it does, Studio will not allow the script to be saved until the END action is removed. This is because END triggers the ONRELEASE branch, so having an END in the ONRELEASE branch causes problems in the system.

Customer action required: If you have scripts with ONRELEASE branches that have END, you will need to remove it. You don't need a replacement for END because the script terminates automatically when there are no more actions in the ONRELEASE branch to execute.

Customer Request

UI Change

Availability

Filter by Unavailable Breakdown States in Activity Log

You will be able to filter the Activity log by individual Unavailable breakdown states to help you isolate specific use-cases.

Customer Request

UI Change

Availability

Standardized Duration Format

All duration formats across Supervisor Workspace (Supervisor) including Live Monitoring views, activity panels, exports, and reporting cards will be standardized to hh:mm:ss format for consistency purposes.

Customer Request

UI Change

Availability

Test Suite

Test Suite Support for Combined Primary and Secondary KB Answers

Currently, Test Suite only works correctly when a Copilot profile is configured to return a single Primary answer. If your profile is set to return a Secondary answer, or a Primary and Secondary answer together, Test Suite does not evaluate it correctly.

In this release, Test Suite will detect when a profile is configured to return both a Primary and a Secondary answer together, and evaluate each one correctly. You will be able to:

See a clear indicator of whether a Knowledge Base Answer response is Primary, Secondary, or Both, so you always know what you're reviewing.
See separate expected-response fields for both the Primary and Secondary answers when your profile is configured for both. This lets you set up accurate test cases instead of a single field that doesn't match your real configuration.
Get independent scores for the Primary and Secondary answers rather than a single combined score. Since they answer different questions, this keeps your results meaningful instead of comparing two things that were never meant to be compared.

Customer Request

RCS and MMS Support

You will be able to use RCS and MMS messaging capabilities across Europe, Asia, and the South America . Expanded regional coverage will help improve messaging reliability, scalability, and secure communication workflows for broader customer engagement.

Customer Request

UI Change

Availability

Vonage Mobile Messaging Migration

SMS traffic will be migrated from the legacy NiCE CXone SMS system to Vonage Mobile Messaging to provide a more reliable and scalable messaging infrastructure. Users will retain Point of Contact identity and conversation history, while simplified setup will remove the need for transport code and SMS registration in ACD Contact Settings.

Customer Request

UI Change

Availability

Workforce Management (CXone)

Access NiCE CXone WFM Operational Data in Data Share

Starting with the 26.4 release, you will be able to access operational Workforce Management (CXone) (WFM) datasets directly in your Snowflake data warehouse through NiCE CXone Data Share. This capability will allow you to query, blend, and analyze your workforce management data to create custom reports and business intelligence dashboards.

Currently, you can only access WFM data, such as schedule adherence, intraday metrics, and activity duration—through the WFM user interface and standard pre-built reports. To combine this data with external enterprise systems, you must build custom API integrations or request custom report development.

In this release, you will be able to:

Track schedule adherence: Query scheduled versus actual agent activities and evaluate interval-level adherence details.
Analyze intraday performance: Compare forecasted and actual intraday operational metrics (average handle time [AHT], service level agreement [SLA], and contact volume) at the skill group and interval levels.
Measure scheduled time utilization: Analyze the duration of scheduled activities mapped across activity codes and payroll classifications.
Map ACD events to WFM activities: Trace ACD agent states directly to WFM activity codes to correlate scheduled plans with actual agent behaviors.
Filter by core WFM dimensions: Query supporting dimensions, including scheduling units and payroll codes, to segment and contextualize your enterprise analytics.

Ask your NiCE CXone account representative to enable Data Share for your tenant and have a Snowflake account ready (either your own or the account provided by NiCE CXone) before you run your first query.

Customer Request

UI Change

Availability

Improve Schedule Adherence with Automated Agent Reminders in My Zone

Note: This feature requires a WFM Advanced License.

You will be able to receive automated reminders for upcoming scheduled activities directly in My Zone. These reminders will help you keep track of upcoming activities, reduce missed or delayed activity starts, and maintain schedule adherence throughout your shift.

Currently, agents must manually monitor their schedules in My Zone to keep track of upcoming activities. When handling customer interactions or working on offline tasks, agents can miss the start time of a scheduled activity, which can lead to schedule adherence variances and additional follow-up.

In this release, you will get the following enhancements:

In-app: The system will send automatic reminders in the My Zone web application before a scheduled activity starts.
Configurable reminder timing: Administrators will be able to define when reminders are sent before an activity begins. Available options will include 5, 10, 15, 30 minutes. The default reminder timing will be 15 minutes.
Activity-based reminders: Administrators will be able to select which working activity codes, such as Break, Lunch, Meeting, or Training, will trigger reminders. Non-working and out-of-office activity codes will not be eligible for reminders, they still have that Enable reminder property present , it will also be applicable for them.
Snooze and dismiss options: You will be able to dismiss a reminder after acknowledging it or snooze it for 5, 10, or 15 minutes directly from the notification.

This enhancement will help ensure that agents are notified of upcoming activities at the right time, making it easier to follow schedules and transition between activities as planned.

Customer Request

UI Change

Availability

Track Schedule Adherence and Receive Out-of-Adherence Alerts in My Zone

Note: This feature requires a WFM Premium license.

You will be able to view your schedule adherence status and receive adherence alerts directly in My Zone and on your mobile device. These capabilities will help you monitor your adherence throughout the day and identify schedule variances more quickly.

Currently, agents cannot view their real-time adherence status or daily adherence details in My Zone or on mobile devices. Supervisors must monitor adherence separately and notify agents when schedule variances occur.

In this release, you will have access to the following enhancements:

Adherence alerts: The system will send notifications in the My Zone web application and on mobile devices when an agent is out of adherence. The default threshold will be one minutes.
Daily adherence summary: You will be able to view your daily adherence score, total time in adherence, and total time out of adherence directly in My Zone.

This enhancement will provide greater visibility into your schedule adherence and help you identify and address adherence variances throughout the day.

Customer Request

UI Change

Availability

Flexible Time Off Planning with Configurable Custom Groups

Configurable Custom Groups will help you manage time-off more effectively by organizing agents based on shift start, skills, or employment types. Grouping agents into dedicated Custom Groups will help you balance time-off availability across various agent groups, reducing the need for manual adjustments and ensuring you are staffed appropriately.

Currently, time-off rules, allowances, and approval workflows are tied to scheduling units. Agents within the same scheduling unit cannot be grouped separately for time-off management, which can make it difficult to balance leave availability across the entire day leading to an excessive number of time off requests being approved during a particular time of day.

In this release, the following enhancements will be available:

Custom Groups: You will be able to create and manage Custom Groups to organize agents based on shift patterns, employment type, skills, or other operational needs.
Agent assignment options: You will be able to assign agents individually or in bulk to a Custom Group.
Time-off configuration integration: You will be able to select Custom Groups when configuring Time Off Rules, Approval Rules, and Time Off Summary settings.
Custom Group visibility: The Agent Configuration table will include a view-only column that displays each agent's assigned Custom Group.

This enhancement will provide more flexible time-off management and help you apply time-off policies to specific groups of agents without relying solely on scheduling unit structures.

Customer Request

UI Change

Availability

Manage Time-Off Allowances by Specific Calendar Dates

You will be able to define different time-off allowances for specific calendar dates to accommodate staffing changes during holidays, the days leading up to or following a holiday, blackout periods, and major business events such as marketing campaigns or new-hire onboarding.

Currently, time-off limits in Time Off Approval Rules are restricted to static single values or recurring day-of-week patterns. You cannot customize allowances for specific dates, configure explicit blackout dates without creating workaround rules, or compare allotted time against scheduled and taken time off in a unified view.

In this release, a new Time Off Allowance page will let you manage time-off caps across an entire year using a centralized, interactive grid. This includes setting date-specific allowances, establishing blackout periods with zero capacity, and applying bulk adjustments across date ranges.

Date-range and day-of-week bulk filling: You will apply adjustments across custom date ranges and target specific days of the week, such as every Friday or weekend.

The Time Off Allowance page will also provide unified balance tracking, showing allotted, scheduled, taken, and remaining time off in hours and minutes format.

Customer Request

UI Change

Availability

Filter Future Activities by Activity Code and Date Range

When managing upcoming schedules and predefined events in Schedule Manager, dedicated filters in the Future Activities panel will let you quickly locate specific activities. You will be able to find single or recurring events without scrolling through large volumes of schedule data.

Currently, the Future Activities panel only provides column sorting. When managing hundreds of recurring or single-occurrence events, or when working across many employees and Scheduling Units, you must manually scroll through the entire list to find, review, or edit specific activities.

In this release, the following changes will apply:

Activity code filtering: You will be able to filter the list using a multi-select dropdown populated with all activity codes currently configured for future activities.
Date range filtering: You will be able to select a start and end date to display single and recurring events that overlap with the selected time period.
Filter stacking and reset: You will be able to apply both filters simultaneously, view an updated result count in real time, and reset your selections using a single Clear Filters option.

This enhancement will help you find and manage future activities more efficiently, especially when working with large numbers of scheduled events.

Customer Request

UI Change

Availability

Align Forecast Volume and Average Handle Time Between Step 3 and Step 5

You will be able to view consistent Forecast Volume and Average Handle Time (AHT) metrics across both Generate forecast (Step 3) and Generate staffing (Step 5) in the WFM Forecasting workflow. This alignment ensures exact metric parity across calculation and staffing views, providing accurate data continuity throughout your workforce planning process.

Currently, Step 3 displays unrounded calculated values for forecast volume and AHT, whereas Step 5 displays these metrics as rounded whole numbers. This rounding variance creates apparent numerical differences between the two steps for the same skill and interval, making it difficult to verify data integrity between the forecast and staffing stages.

In this release, rounding will be removed from the Forecast Volume and Forecast AHT displayed in Step 5. Step 5 will display the exact unrounded values from Step 3, ensuring complete interval-level and daily data reconciliation between both steps.

These unrounded values will also carry over to downstream modules and reports, including Intraday Manager, Intraday Manager Reports, and Schedule Manager.

Simulated Volume and Simulated AHT will continue to display as rounded whole numbers to support discrete staffing simulations.

Customer Request

UI Change

Availability

Accessibility Improvements

WFM will include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

These improvements include updates across multiple areas of the application. For example, the Schedule Optimization Plans and Schedule Optimization Rules pages will feature refreshed icons, accessible labeling, improved keyboard navigation, and full screen reader support (such as JAWS) in compliance with WCAG 2.1 Level AA standards. These are appearance and usability enhancements only; all existing functionalities will remain unchanged.

Customer Request

UI Change

Availability

Shift Length Ending in One-Minute Increments

Note: This feature requires a WFM Advanced License.

You will be able to configure daily shift lengths with end times in one-minute increments while keeping all other scheduled activities aligned to standard 15-minute intervals. This flexibility will help you support work schedules that don't fit evenly into 15-minute blocks, such as 38-hour workweeks (7 hours and 36 minutes per day) and region-specific labor requirements.

Currently, daily rule shift lengths are limited to 15-minute increments. As a result, if your organization uses non-standard workweeks, such as 36-hour or 38-hour schedules, you would need to manually adjust generated schedules to meet exact shift-length requirements.

In this release, you will be able to enter an exact shift end time in the Daily Rules configuration. During schedule generation, CXone WFM will continue to create schedule activities in standard 15-minute intervals while enforcing the specified shift end time as a hard constraint.

Generated schedules will display the exact shift end time across Schedule Manager views and grids. Net Staffing calculations will also account for partial interval minutes, helping you maintain accurate staffing coverage and schedule totals.

Customer Request

UI Change

Availability

Accurate and SLA-Driven Staffing Requirements for Real-Time Skills

With 26.4 release, WFM will introduce enhanced staffing calculations for real-time skills in Generate staffing (Step 5) of the WFM Forecasting wizard. This enhancement will enable workforce planners to generate accurate, SLA-sensitive staffing requirements that directly reflect configured Service Level (SL) and Average Speed of Answer (ASA) targets, preventing overstaffing and eliminating artificial headcount fluctuations across intervals.

Currently, staffing calculations can allow contact volume from one interval to artificially inflate staffing numbers in subsequent intervals. In addition, calculations may continue adding headcount even after target service levels have been met. These factors can result in higher-than-expected staffing numbers that remain largely unchanged even when service level targets are adjusted.

In this release, the staffing calculation engine will evaluate real-time skill demand independently for each interval to ensure strict alignment with your performance targets:

Target-based staffing sizing: Headcount calculations will stop as soon as configured service-level and ASA targets are met.
Interval-specific demand calculations: Contact volume and handling times will be evaluated within each specific interval. (or "within their respective intervals.")
Dynamic SLA responsiveness: Headcount recommendations will dynamically adjust when you change service level parameters.

These improvements will produce leaner, more predictable headcount requirements across Generate staffing (Step 5), Schedule Manager, and Intraday Manager. This enhancement applies to real-time skills only and does not currently affect deferrable workloads; you will need to regenerate staffing on existing forecast jobs to see the updated numbers.

Customer Request

UI Change

Availability

Machine Learning Forecasting Model for Advanced and Premium Tiers

In release 26.4, you will be able to use new machine learning (ML) forecasting models — Prophet, LightGBM, and TimesFM — in the Generate forecast (Step 3) workflow, depending on your license tier.

By leveraging these models, you will capture complex demand patterns, irregular trends, and non-linear relationships across historical data to produce more accurate forecasts and optimized staffing plans.

Currently, when generating a forecast, you rely on traditional statistical algorithms to project future contact volumes and handle times. While effective for standard call patterns, these models may not fully capture complex seasonal variations or multi-variable trends across intricate contact center interaction data.

In this release, you will see the following capabilities when creating forecasts for eligible skills:

Tiered model access: Prophet will be available to Advanced and Premium tier customers; LightGBM and TimesFM will be available to Premium tier customers only.
Automated monthly model updates: You will benefit from automated monthly training in the background, ensuring your machine learning model continuously adapts to recent trends and evolving contact patterns without requiring manual maintenance.
Dynamic method availability: You will see the new ML forecasting model in the Method dropdown for any skill that has an actively trained model available.
Best Pick evaluation: When you select Best Pick, the system will automatically evaluate the ML model alongside traditional statistical methods and select it whenever it delivers the highest forecast accuracy for your skill.

Customer Request

UI Change

Availability

Bulk Quick Edits for Time-Off Allowance Adjustments

Note: This feature requires a WFM Advanced License.

Managing daily time-off allotments will be faster and more efficient with the introduction of Quick Edit tools in Time Off Allowance Management. You will be able to update existing defined allowances beyond a flat value, either adding or subtracting a value or adding or subtracting a percentage, eliminating the need to modify individual dates during holidays or seasonal surges.

In this release, you will manage allowances using the following bulk-editing enhancements:

Adding or Subtracting adjustments: Adjustments will support flat increases and decreases (+/- values).
Percentage adjustments: Adjustments will support percentage changes (+/- %).
Built-in blackout safeguards: System validations will prevent values from dropping below zero. In addition, percentage changes will not alter zero allotments (blackout dates), and flat adjustments on zero values will require confirmation before overriding.

Customer Request

UI Change

Availability

Integrate Cisco UCCE with NiCE CXone WFM

With 26.4 release, you will be able to integrate Cisco Unified Contact Center Enterprise (UCCE) with WFM. This integration will enable you to stream real-time agent states and historical contact center data from your Cisco UCCE environment into WFM, helping you manage forecasting, scheduling, intraday operations, and real-time adherence from a single workforce management solution.

Currently, if you use Cisco UCCE as your automatic call distributor (ACD), connecting to WFM may require custom integrations or manual data imports to provide workload and agent activity data for workforce management.

In this release, you will be able to:

Capture workload data for voice, email, and chat interactions.
Use historical contact volume, handle time, and queue data for forecasting and scheduling.
Track live agent status updates in Real-Time Adherence (RTA) and Intraday Manager.
Monitor intraday performance throughout the day and make staffing adjustments as needed.

Customer Request

UI Change

Availability

Customer Request	The feature was developed by customer request.
UI Change	The feature introduces changes to the user interface (UI).
Breaking Change	For API features only. If your integration uses the specified API, you must update your integration to avoid disruptions.
Impacted Versions	For API features only. The versions of the API that were changed.
Web or Desktop Studio	For Studio features only. Whether the feature is supported in web Studio, desktop Studio, or both.
Availability	This cell tells you two things about the feature: Whether it's available for all NiCE CXone customers or only a select group: GA: The feature is generally available (GA) for all customers. Some GA features may require you to purchase a license to use it. Preview: The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. When you can expect to see the feature in your environment: On toggle: The feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when that is. On deploy: The feature is immediately available when the new release deploys to your environment. Other: The feature will be deployed or enabled later in the release cycle. A license may be required to access and use some features.