25.3 Release Notes

Global Changes

Updated Login Flow for ABC/MRDR Systems

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

Customer Request

UI Change

Availability

CR The feature is available for CXone Mpower customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your Account Representative. On deploy This feature is immediately available when the new release deploys to your environment.

Encryption of Access and Refresh Tokens

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Safe Mode

If a major problem is detected, your CXone Mpower system enters safe mode. Safe mode has limited routing functionality, but it keeps interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. routing to agents while preventing additional impact to users and your system. The activation and deactivation of safe mode is automated. These routing settings are honored when safe mode is activated: 

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

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Australia and Europe Sovereign Cloud Configurations

CXone Mpower is now fully available for sovereign cloud configurations in Australia and Europe.

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.

What's New in the Online Help

Agent CRM Integration Resources

To help you understand how CXone Mpower Agent applications work with CRMs, the following resources are added to the online help:

• CRM integration diagram

• CRM workflow diagram

• CRM integration terminology list

Removed Applications and Features

Transition to the New Player

All users are moved to the new CXone Mpower Player, introduced in 24.4. The old player and its toggle have been retired. This update provides a more consistent and modern experience for all users, with improved functionality and ongoing support.

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

Desktop Discovery

Previously, Desktop Discovery is in a controlled release. In this release, it will become generally available.

Desktop Discovery will become a part of the CXone Mpower suite. This will leverage the CXone Mpower infrastructure and shared mechanisms. This significant infrastructure change will allow for streamlined deployment, simplified ongoing maintenance, and improved performance.

Customers who already have Desktop Discovery will notice new features in this release. For more details, select the Desktop Discovery filter on the top right.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Noise Cancellation

Previously, Noise Cancellation was in a controlled release. In this release, it is generally available.

Noise Cancellation reduces background noise and echoes during a voice interaction from the agent side, the contact The person interacting with an agent, IVR, or bot in your contact center. side, or both. Your agents and contacts experience a more professional interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. without the distraction of other voices, traffic, typing, and so on. It does this without any latency. Noise Cancellation works with any headset, but wired USB headsets work best.

It is available for use with Agent and Agent for SCV. To enable Noise Cancellation for one of these agent applications, you must contact your CXone MpowerAccount Representative. Once enabled, it becomes available for all agents using that application.

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.

1CX

1CX is a cloud-based, unified communications application for business users. It has been available since last year but was not previously announced. It cannot be used as a stand-alone product.

1CX supports:

• Enterprise telephony

• Meetings (audio, web conferencing, and video)

• Unified messaging

• Instant messaging and presence

• Softphone, hard phone, web portal, and mobile apps

If you want to enable 1CX for your organization, contact your CXone Mpower Account Representative.

Customers who already have 1CX will notice new features in this release. For more details, select the 1CX filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

1CX

Support for External Carriers

Previously, you needed to use CXone Mpower telephony with 1CX. In this release, you can use 1CX with your preferred carrier. You must work with your CXone Mpower Account Representative to configure this.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Support for SMS

You can send text messages to other users in your 1CX system.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

ACD

Audit History for Dispositions

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Default Digital Skill

All systems, regardless of whether they use Digital Experience, have a default digital Any channel, contact, or skill associated with Digital Experience. ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. This digital ACD skill is a static value that you cannot modify in the user interface or with bulk upload. You are not required to take any action for this update.

For more details, select the Digital Engagement filter on the top right.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

ACD Routing

Integrated Matching Generally Available

Integrated matching ensures that the priority Skill-based designation of the importance of contacts that determines delivery order. levels of voice and digital Any channel, contact, or skill associated with Digital Experience.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. compare correctly so that the interaction with the highest priority routes first. For Digital Experience interactions, it more intuitively applies the contact threshold settings selected at the user and team level. Without integrated matching, all digital channels Any channel, contact, or skill associated with Digital Experience. are limited by the Digital contact threshold. With integrated matching, digital chats are constrained by the Chats setting, digital emails by the Emails setting, and so on. The Digital contact threshold only applies to social media channels and other digital channels that aren't represented elsewhere in the settings.

Previously, integrated matching was in a controlled release. In this release, it is generally available. It is enabled by default for new tenants High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. If you have an existing tenant enabled for dynamic delivery without integrated matching, you must contact your CXone Mpower Account Representative to enable it.

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.

Regional Expansion

Advanced routing features are available in EU sovereign cloud configurations, Japan, and UAE.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Actions

Unified Data Insights

Data conversation capabilities are enhanced by combining grains and schemas. This allows questions that cover contact The person interacting with an agent, IVR, or bot in your contact center., agent Contact center employee who interacts directly with customers through inbound or outbound communication channels (voice, digital, or omnichannel)., and segment A stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult.-level data for improved contact center insights. You can combine different data types, like analytics and quality management data, to ask specific questions. For example, you could find out the average customer sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. for calls longer than 10 minutes or the active listening score for shorter calls. You could also find the 10 agents with the highest average hold times along with the average customer sentiment score. Only records with a single segment for a contact are included in the result.

Actions supports only the following data source combinations:

• ACD and Analytics Metrics

• Analytics and Quality Management Metrics

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.

Knowledge Generation for non- Expert Customers

Previously, Actions let you generate knowledge articles only if you had Expert. In this release, you do not have to have Expert to generate knowledge articles. If you have your own knowledge base system and an Interaction Analytics license, you can use AI-powered knowledge generation to create articles and export them to documents. However, publishing to knowledge bases is still restricted to Expert users only.

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.

Search and Add from Knowledge Base

This feature let's you search existing knowledge base content integrated through the Knowledge Hub. You can combine it with top agent conversations to generate more complete and accurate articles. If you are using Expert, you will need read access to articles. If you are using a different knowledge source, you will need view access in the Knowledge Hub.

Actions renamed Search and Add from Expert to Search and Add from Knowledge Base. With this update, users without Expert can search their knowledge base for related information to expand in the generated articles.

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 Data Conversation Metrics

Actions introduced two new metrics Statistics you can measure to keep track of your contact center.:

• Silence Metric: The Silence Metric is available for voice 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. to determine the silence When neither party is talking during an interaction. Is notable after three or more seconds. Total notable silence is the sum of all notable silence periods. time in a segment.

• Point of Contact Metric: The Point of Contact Metric is used to identify the entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address.

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.

Anomaly Detection Metrics for Digital Chat

Previously, Actions provided anomaly detection metrics for voice. In this release, Actions provides anomaly detection metrics, root cause analysis, and top contributors for the Digital Chat channel Various voice and digital communication mediums that facilitate customer interactions in a contact center.. You can view anomalies by channel type, with this release focusing on the chat channel.

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 Autopilot Knowledge Dashboard

This update introduces comprehensive end-to-end reporting for Autopilot Knowledge, including details about overall effectiveness, engaged customers, contained customers, elevated metrics, and abandoned Interactions that enter the system but end before reaching an agent, such as when the contact hangs up. metrics. Additionally, it includes generative AI performance reporting on all questions directed to the knowledge base and bot A software application that handles customer interactions in place of a live human agent. performance analysis of bot intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. behavior.

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.

Monitor Copilot for Agents Feedback in the Observability Dashboard

You can monitor feedback from Copilot for Agents within the Observability Dashboard, including suggestions and overall call feedback.

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.

Enhanced Knowledge Generation View

Previously, you could generate knowledge directly from the Observability Dashboard and publish it to Expert. In this release, you can view previously generated knowledge, whether created by you or other users.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Export Data from Observability Dashboard

You can export data from Observability Dashboard in the form of .xls or .xlsx file, to analyze and share the information using spreadsheet. You can download both visible and hidden data based on the filters you selected. The exported spreadsheet uses numeric codes to represent tags and feedback types, such as, Accurate (1), Inaccurate (2), Complete (3), Incomplete (4), and Positive (1), Negative (2)— in order to analyze and process the data efficiently.

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

Permissions Page Improvements

The Permissions page under Roles and Permissions has been improved to provide a better user experience. The appearance of the permission buttons was changed so it's easier to tell which permissions are enabled. A horizontal scroll bar has been added to make navigating the page easier when there is a large set of permissions.

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.

Employee Templates

Employee templates allow you to create collections of employee profile settings that you can use to quickly create new employee profiles. When you create a new employee profile, you first load the template you need. This applies the preselected settings to the profile. You then enter the settings the template doesn't include. If needed, you can adjust the settings the template applied.

Employee templates include these settings: Team, Primary Role, Time Zone, Attributes, Login Authenticator, Secondary Roles, Views, and WEM Skills. You can exclude any of these settings from the template to force a manual selection for each employee. For example, if you're a global organization, you could exclude the Time Zone setting so a time zone must be selected manually when the template is used to create an employee profile.

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.

SCIM Bearer Token

Previously, CXone Mpower supported SCIM using client secret and API key definitions. In this release, it supports SCIM using bearer tokens. This lets you use SCIM for identity providers (IdPs) that require bearer tokens, like EntraID.

You create SCIM-specific bearer tokens directly from the Account Settings page. This is a faster and more user-friendly method than was previously available. When you create a bearer token, you can only see the token once for security purposes. The token is scoped specifically and exclusively for SCIM APIs. It doesn't grant access to any other APIs or services.

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.

Change History UI Update

Entities throughout the Admin application include a Change History tab that lets you see a log of changes made to the entity. This tab includes a subtle update to the look and feel.

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.

Add Users Page Improvements

The Add Users page, which appears when you add users to groups, teams, roles, or login authenticators, has been improved to provide a better user experience. The page has been simplified to make it easier to use.

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

Desktop Profiles

Desktop profiles allow you to customize the agent experience using:

• Settings to enable and disable apps such as Contact History , Queue Counter , and Schedule .

• A setting to configure the default screen size of Agent.

In future releases, additional settings will be added to desktop profiles.

After you create and configure desktop profiles, you can assign them to teams of agents. You can access desktop profiles by navigating to Agent Integrations > Desktop Profiles.

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.

Enhanced Customer Card

Enhanced Customer Card (ECC) is now available in Agent. It provides customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that helps agents handle 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.. When enabled, Enhanced Customer Card displaces the current Customer Card .

ECC contains the following features:

• Customer overview: Displays detailed customer information including relevant custom fields to help agents quickly identify and resolve issues.

• Click-to-contact functions: Allows agents to quickly call, email, or SMS Short Message Service; also known as text messaging. a customer from the customer profile with a single button click.

• Interaction history: Displays previous interactions from multiple channels Various voice and digital communication mediums that facilitate customer interactions in a contact center., providing agents with a quick snapshot of a customer’s interaction history.

• Customer notes: Allows agents to write and view customer notes.

• Customer list: Allows agents to search and view a list of all customers within the organization to quickly access the correct customer profile.

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.

Email Enhancements

The following changes have been made to the email experience in Agent:

• Enhanced Rendering: HTML rendering of emails is improved. Complex email components, such as tables, have better formatting. This applies to the agent's view.

• Improved Interface: Email is updated with a new, modern user interface.
• Sort Newest to Oldest: Previously, Agent always displayed the oldest emails at the top. In this release, agents can choose to display the newest emails at the top. A new setting called Email Message Sort Order allows them to do this.
• Collapse and Expand: Agents can collapse and expand messages in an email thread.
• Copy and Paste Multiple Email Addresses: Agents can copy and paste multiple email addresses into the To, CC, and BCC fields.
• Removing Search Drop-Downs: Drop-downs no longer appear when an agent clicks in the To, CC, and BCC fields. Those drop-downs were confusing and non-functional.
• Attachments at Top: Attachments display at the top of messages, ensuring that agents don't miss them.
• Send to Email Addresses with Special Characters: Agents can send emails to email addresses that contain more special characters than previously supported, such as the plus sign (+).

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.

Enhancements to Interactions Tab in Search

The following changes have been made to the Interactions tab in Search :

• Sort More Columns: Previously, agents could only sort the Create Date column. In this release, they can also sort the following columns:

  • Case ID

  • First Response Time

  • Resolution Time

  • Status

  Sorting supports both ascending and descending order, alphabetically or numerically.

• Fixed Options Icon: Options stays fixed on the far right, even when the horizontal scroll bar appears.

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.

Recording Notifications

You can clearly notify agents that calls are being recorded by:

• Displaying explicit pop-up notifications to agents when call recording starts and stops.

• Enabling the Record icon to turn red if recording starts automatically. By default, it only turns red if the agent manually starts recording.

Contact your Account Representative to enable these for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

Additionally, the Recording icon is updated to a more modern, noticeable design.

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.

Improvements to Favorites

The following changes have been made to the favorites functionality in Agent:

• Remembering Favorites: Agents' favorite states The availability status of an agent., quick responses, and directory entries stay saved after they log out or clear their cache and cookies.

• More Directory Favorites: Previously, in the Directory , agents could only favorite other agents. In this release, they can favorite skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge., teams, standard address books, and external directories.

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.

Automatic Loading of Directory Entries

Previously, to view all entries in the Directory , agents had to perform a blank search. That is, they had to click in the search bar, leave it empty, and press Enter on their keyboard. In this release, Directory entries load automatically when agents open the Directory . This applies to all the directories they can select from the drop-down. Additionally, performance enhancements have been made to help directory entries load faster.

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.

Select CRM Configuration Region

Previously, all CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. configurations were connected to the North America region. In this release, a new drop-down called Select Region is added to the Create Configuration form in Agent Integrations . You can select from the AMERICAS, APAC, and EMEA regions.

You cannot change the region of a CRM configuration. To move a CRM configuration from one region to another, you need to create a new CRM configuration. This includes:

• Re-authenticating

• Recreating data memorialization and dynamic data mappings

• Reconfiguring the WORKFLOW EXECUTE and AGENT WORKFLOW CONFIGURATION actions in your Studio script

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.

UK Sovereign Availability

Agent is available for sovereign cloud configurations in the UK.

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.

Improvements to the Digital Interaction Experience

The following changes have been made to the digital Any channel, contact, or skill associated with Digital Experience. interaction experience in Agent:

• Disable Drag and Drop Attachments: Previously, when Attach Files was disabled, agents could still drag and drop or copy and paste files into Agent to attach them. In this release, they cannot do that. To disable Attach Files , contact your Account Representative.

• Improved Error Message for Apple Messages for Business: When a contact The person interacting with an agent, IVR, or bot in your contact center. closes an Apple Messages for Business thread, the agent can no longer send messages in the thread. Previously, when this occurred, the agent received an error message that said, "Unable to send reply/outbound." In this release, that error message is updated to be more specific and helpful.

• Honoring Required Case Custom Fields: Agents cannot save any edits to case custom fields unless they've filled out the required fields. If they try to do so, an error message appears with a list of the required fields they've left blank. Case custom fields appear when you click View Details at the top of the Interaction Space in Agent.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Agent Assist Applications

Cognigy Agent Assist Integration

Cognigy Agent Assist is now a certified agent assist application. You can select it when adding a new agent assistant profile in Agent Assist Hub. It supports both voice and digital channels Any channel, contact, or skill associated with Digital Experience.. See the Cognigy website for information on what kinds of help Cognigy Agent Assist can offer agents.

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.

Salesforce Assist License

Salesforce Assist now has its own license available for purchase. You do not need to purchase an Agent Assist Hub license to use Salesforce Assist. This license is billed on a usage-based model.

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 Agent Assist Endpoints

View CTI Events

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

• Call disconnected

• Call held

• Call transferred

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Use Single WebSocket for Audio Streaming

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Agent Builder (Bot Builder)

Bot Builder Is Now Agent Builder

Bot Builder has been renamed to Agent Builder. Agent Builder lets you create virtual agents A software application that handles customer interactions in place of a live human agent., which are now called Mpower Agents. Agent Builder behaves the same as Bot Builder, with the additional new features outlined below.

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.

Use Natural Language to Generate Flows

Previously, you created flows A graphical representation of a conversation used to train an Mpower Agent. by manually adding intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. and responses to the flow designer canvas. In this release, you can use a panel to the right of the flow designer canvas to use natural language to build a flow. For example, you might request a flow to reset a password. A proposed flow is generated using the workflow components in the flow designer. You can then fine-tune the flow by editing the generated intents and scripts. This saves time when creating Mpower agents.

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.

Use Copilot Panel in Script Editor

A new panel named Copilot Script Editor is available when using the Script Editor. Use this panel to use natural language to work with the script. You can request general or line-level changes to a script, or ask questions to learn more about the script. As the Copilot generates new code or modifies existing code in your script, you are prompted to save or discard the changes. This also helps save time when creating Mpower Agents.

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.

Generate Intent Utterances

Previously, when you added a new intent to an Mpower Agent, you had to manually add examples of how contacts The person interacting with an agent, IVR, or bot in your contact center. expressed that intent. For example, variations on hello might include hi, hey, howdy, greetings, good morning, and so on. In this release, you can request that Agent Builder generates the intent examples for you. It uses generative AI via OpenAI's API to add examples to intents. This saves you the time of looking up real utterances What a contact says or types. that contacts use and adding them to your Mpower Agent. However, you still need to review the suggested examples to ensure they are valid for the intent.

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 Embedded

Agent Embedded for Microsoft Dynamics

Updated Relate Records Interface

The interface for relating Microsoft Dynamics records is updated. It now matches how agents relate ServiceNow records.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Agent Embedded for Salesforce

Setting to Auto-Expand for New Interactions

A new setting called Enable auto expand of agent is added to the Display & Keyboard tab in Settings . When enabled, Agent for Salesforce expands for new interactions when minimized. Agents can focus on other screens in Salesforce knowing they won't miss calls, chats, and so on.

This applies to calls, digital Any channel, contact, or skill associated with Digital Experience. interactions, voicemails, and work items Customizable method of delivering contacts to an agent via Studio scripts.. By default, Enable auto expand of agent is disabled.

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 Embedded for All CRMs

Desktop Profiles

Desktop profiles allow you to customize the agent experience using:

• Settings to enable and disable apps such as Contact History , Queue Counter , and Schedule .

• A setting to configure the default screen size of Agent Embedded.

In future releases, additional settings will be added to desktop profiles.

After you create and configure desktop profiles, you can assign them to teams of agents. You can access desktop profiles by navigating to Agent Integrations > Desktop Profiles.

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.

Enhanced Customer Card

Enhanced Customer Card (ECC) is now available in Agent Embedded. It provides customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that helps agents handle 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.. When enabled, Enhanced Customer Card displaces the current Customer Card .

ECC contains the following features:

• Customer overview: Displays detailed customer information including relevant custom fields to help agents quickly identify and resolve issues.

• Click-to-contact functions: Allows agents to quickly call, email, or SMS Short Message Service; also known as text messaging. a customer from the customer profile with a single button click.

• Interaction history: Displays previous interactions from multiple channels Various voice and digital communication mediums that facilitate customer interactions in a contact center., providing agents with a quick snapshot of a customer’s interaction history.

• Customer notes: Allows agents to write and view customer notes.

• Customer list: Allows agents to search and view a list of all customers within the organization to quickly access the correct customer profile.

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.

Email Enhancements

The following changes have been made to the email experience in Agent Embedded:

• Enhanced Rendering: HTML rendering of emails is improved. Complex email components, such as tables, have better formatting. This applies to the agent's view.

• Improved Interface: Email is updated with a new, modern user interface.
• Sort Newest to Oldest: Previously, Agent Embedded always displayed the oldest emails at the top. In this release, agents can choose to display the newest emails at the top. A new setting called Email Message Sort Order allows them to do this.
• Collapse and Expand: Agents can collapse and expand messages in an email thread.
• Copy and Paste Multiple Email Addresses: Agents can copy and paste multiple email addresses into the To, CC, and BCC fields.
• Removing Search Drop-Downs: Drop-downs no longer appear when an agent clicks in the To, CC, and BCC fields. Those drop-downs were confusing and non-functional.
• Attachments at Top: Attachments display at the top of messages, ensuring that agents don't miss them.
• Send to Email Addresses with Special Characters: Agents can send emails to email addresses that contain more special characters than previously supported, such as the plus sign (+).

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.

Enhancements to Interactions Tab in Search

The following changes have been made to the Interactions tab in Search :

• Sort More Columns: Previously, agents could only sort the Create Date column. In this release, they can also sort the following columns:

  • Case ID

  • First Response Time

  • Resolution Time

  • Status

  Sorting supports both ascending and descending order, alphabetically or numerically.

• Fixed Options Icon: Options stays fixed on the far right, even when the horizontal scroll bar appears.

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.

Recording Notifications

You can clearly notify agents that calls are being recorded by:

• Displaying explicit pop-up notifications to agents when call recording starts and stops.

• Enabling the Record icon to turn red if recording starts automatically. By default, it only turns red if the agent manually starts recording.

Contact your Account Representative to enable these for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

Additionally, the Recording icon is updated to a more modern, noticeable design.

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.

Improvements to Favorites

The following changes have been made to the favorites functionality in Agent Embedded:

• Remembering Favorites: Agents' favorite states The availability status of an agent., quick responses, and directory entries stay saved after they log out or clear their cache and cookies.

• More Directory Favorites: Previously, in the Directory , agents could only favorite other agents. In this release, they can favorite skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge., teams, standard address books, and external directories.

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.

Automatic Loading of Directory Entries

Previously, to view all entries in the Directory , agents had to perform a blank search. That is, they had to click in the search bar, leave it empty, and press Enter on their keyboard. In this release, Directory entries load automatically when agents open the Directory . This applies to all the directories they can select from the drop-down. Additionally, performance enhancements have been made to help directory entries load faster.

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.

Select CRM Configuration Region

Previously, all CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. configurations were connected to the North America region. In this release, a new drop-down called Select Region is added to the Create Configuration form in Agent Integrations . You can select from the AMERICAS, APAC, and EMEA regions.

You cannot change the region of a CRM configuration. To move a CRM configuration from one region to another, you need to create a new CRM configuration. This includes:

• Re-authenticating

• Recreating data memorialization and dynamic data mappings

• Reconfiguring the WORKFLOW EXECUTE and AGENT WORKFLOW CONFIGURATION actions in your Studio script

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.

UK Sovereign Availability

Agent Embedded is available for sovereign cloud configurations in the UK.

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.

Improvements to the Digital Interaction Experience

The following changes have been made to the digital Any channel, contact, or skill associated with Digital Experience. interaction experience in Agent Embedded:

• Disable Drag and Drop Attachments: Previously, when Attach Files was disabled, agents could still drag and drop or copy and paste files into Agent Embedded to attach them. In this release, they cannot do that. To disable Attach Files , contact your Account Representative.

• Improved Error Message for Apple Messages for Business: When a contact The person interacting with an agent, IVR, or bot in your contact center. closes an Apple Messages for Business thread, the agent can no longer send messages in the thread. Previously, when this occurred, the agent received an error message that said, "Unable to send reply/outbound." In this release, that error message is updated to be more specific and helpful.

• Honoring Required Case Custom Fields: Agents cannot save any edits to case custom fields unless they've filled out the required fields. If they try to do so, an error message appears with a list of the required fields they've left blank. Case custom fields appear when you click View Details at the top of Agent Embedded.

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 Microsoft Teams

Desktop Profiles

Desktop profiles allow you to customize the agent experience using:

• Settings to enable and disable apps such as Contact History , Queue Counter , and Schedule .

• A setting to configure the default screen size of Agent for Microsoft Teams.

In future releases, additional settings will be added to desktop profiles.

After you create and configure desktop profiles, you can assign them to teams of agents. You can access desktop profiles by navigating to Agent Integrations > Desktop Profiles.

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.

Enhanced Customer Card

Enhanced Customer Card (ECC) is now available in Agent for Microsoft Teams. It provides customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that helps agents handle 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.. When enabled, Enhanced Customer Card displaces the current Customer Card .

ECC contains the following features:

• Customer overview: Displays detailed customer information including relevant custom fields to help agents quickly identify and resolve issues.

• Click-to-contact functions: Allows agents to quickly call, email, or SMS Short Message Service; also known as text messaging. a customer from the customer profile with a single button click.

• Interaction history: Displays previous interactions from multiple channels Various voice and digital communication mediums that facilitate customer interactions in a contact center., providing agents with a quick snapshot of a customer’s interaction history.

• Customer notes: Allows agents to write and view customer notes.

• Customer list: Allows agents to search and view a list of all customers within the organization to quickly access the correct customer profile.

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.

Email Enhancements

The following changes have been made to the email experience in Agent for Microsoft Teams:

• Enhanced Rendering: HTML rendering of emails is improved. Complex email components, such as tables, have better formatting. This applies to the agent's view.

• Improved Interface: Email is updated with a new, modern user interface.
• Sort Newest to Oldest: Previously, Agent for Microsoft Teams always displayed the oldest emails at the top. In this release, agents can choose to display the newest emails at the top. A new setting called Email Message Sort Order allows them to do this.
• Collapse and Expand: Agents can collapse and expand messages in an email thread.
• Copy and Paste Multiple Email Addresses: Agents can copy and paste multiple email addresses into the To, CC, and BCC fields.
• Removing Search Drop-Downs: Drop-downs no longer appear when an agent clicks in the To, CC, and BCC fields. Those drop-downs were confusing and non-functional.
• Attachments at Top: Attachments display at the top of messages, ensuring that agents don't miss them.
• Send to Email Addresses with Special Characters: Agents can send emails to email addresses that contain more special characters than previously supported, such as the plus sign (+).

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.

Enhancements to Interactions Tab in Search

The following changes have been made to the Interactions tab in Search :

• Sort More Columns: Previously, agents could only sort the Create Date column. In this release, they can also sort the following columns:

  • Case ID

  • First Response Time

  • Resolution Time

  • Status

  Sorting supports both ascending and descending order, alphabetically or numerically.

• Fixed Options Icon: Options stays fixed on the far right, even when the horizontal scroll bar appears.

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.

Recording Notifications

You can clearly notify agents that calls are being recorded by:

• Displaying explicit pop-up notifications to agents when call recording starts and stops.

• Enabling the Record icon to turn red if recording starts automatically. By default, it only turns red if the agent manually starts recording.

Contact your Account Representative to enable these for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

Additionally, the Recording icon is updated to a more modern, noticeable design.

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.

Improvements to Favorites

The following changes have been made to the favorites functionality in Agent for Microsoft Teams:

• Remembering Favorites: Agents' favorite states The availability status of an agent., quick responses, and directory entries stay saved after they log out or clear their cache and cookies.

• More Directory Favorites: Previously, in the Directory , agents could only favorite other agents. In this release, they can favorite skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge., teams, standard address books, and external directories.

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.

Automatic Loading of Directory Entries

Previously, to view all entries in the Directory , agents had to perform a blank search. That is, they had to click in the search bar, leave it empty, and press Enter on their keyboard. In this release, Directory entries load automatically when agents open the Directory . This applies to all the directories they can select from the drop-down. Additionally, performance enhancements have been made to help directory entries load faster.

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.

Select CRM Configuration Region

Previously, all CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. configurations were connected to the North America region. In this release, a new drop-down called Select Region is added to the Create Configuration form in Agent Integrations . You can select from the AMERICAS, APAC, and EMEA regions.

You cannot change the region of a CRM configuration. To move a CRM configuration from one region to another, you need to create a new CRM configuration. This includes:

• Re-authenticating

• Recreating data memorialization and dynamic data mappings

• Reconfiguring the WORKFLOW EXECUTE and AGENT WORKFLOW CONFIGURATION actions in your Studio script

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.

UK Sovereign Availability

Agent for Microsoft Teams is available for sovereign cloud configurations in the UK.

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.

Improvements to the Digital Interaction Experience

The following changes have been made to the digital Any channel, contact, or skill associated with Digital Experience. interaction experience in Agent for Microsoft Teams:

• Disable Drag and Drop Attachments: Previously, when Attach Files was disabled, agents could still drag and drop or copy and paste files into Agent for Microsoft Teams to attach them. In this release, they cannot do that. To disable Attach Files , contact your Account Representative.

• Improved Error Message for Apple Messages for Business: When a contact The person interacting with an agent, IVR, or bot in your contact center. closes an Apple Messages for Business thread, the agent can no longer send messages in the thread. Previously, when this occurred, the agent received an error message that said, "Unable to send reply/outbound." In this release, that error message is updated to be more specific and helpful.

• Honoring Required Case Custom Fields: Agents cannot save any edits to case custom fields unless they've filled out the required fields. If they try to do so, an error message appears with a list of the required fields they've left blank. Case custom fields appear when you click View Details at the top of the Interaction Space in Agent for Microsoft Teams.

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 Integrated

Desktop Profiles

Desktop profiles allow you to customize the agent experience using:

• Settings to enable and disable apps such as Contact History , Queue Counter , and Schedule .

• A setting to configure the default screen size of Agent Integrated.

In future releases, additional settings will be added to desktop profiles.

After you create and configure desktop profiles, you can assign them to teams of agents. You can access desktop profiles by navigating to Agent Integrations > Desktop Profiles.

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.

Enhanced Customer Card

Enhanced Customer Card (ECC) is now available in Agent Integrated. It provides customer information, unified interaction history and associations, click-to-contact functions, customer notes, and a customer display that helps agents handle 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.. When enabled, Enhanced Customer Card displaces the current Customer Card .

ECC contains the following features:

• Customer overview: Displays detailed customer information including relevant custom fields to help agents quickly identify and resolve issues.

• Click-to-contact functions: Allows agents to quickly call, email, or SMS Short Message Service; also known as text messaging. a customer from the customer profile with a single button click.

• Interaction history: Displays previous interactions from multiple channels Various voice and digital communication mediums that facilitate customer interactions in a contact center., providing agents with a quick snapshot of a customer’s interaction history.

• Customer notes: Allows agents to write and view customer notes.

• Customer list: Allows agents to search and view a list of all customers within the organization to quickly access the correct customer profile.

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.

Email Enhancements

The following changes have been made to the email experience in Agent Integrated:

• Enhanced Rendering: HTML rendering of emails is improved. Complex email components, such as tables, have better formatting. This applies to the agent's view.

• Improved Interface: Email is updated with a new, modern user interface.
• Sort Newest to Oldest: Previously, Agent Integrated always displayed the oldest emails at the top. In this release, agents can choose to display the newest emails at the top. A new setting called Email Message Sort Order allows them to do this.
• Collapse and Expand: Agents can collapse and expand messages in an email thread.
• Copy and Paste Multiple Email Addresses: Agents can copy and paste multiple email addresses into the To, CC, and BCC fields.
• Removing Search Drop-Downs: Drop-downs no longer appear when an agent clicks in the To, CC, and BCC fields. Those drop-downs were confusing and non-functional.
• Attachments at Top: Attachments display at the top of messages, ensuring that agents don't miss them.
• Send to Email Addresses with Special Characters: Agents can send emails to email addresses that contain more special characters than previously supported, such as the plus sign (+).

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.

Enhancements to Interactions Tab in Search

The following changes have been made to the Interactions tab in Search :

• Sort More Columns: Previously, agents could only sort the Create Date column. In this release, they can also sort the following columns:

  • Case ID

  • First Response Time

  • Resolution Time

  • Status

  Sorting supports both ascending and descending order, alphabetically or numerically.

• Fixed Options Icon: Options stays fixed on the far right, even when the horizontal scroll bar appears.

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.

Recording Notifications

You can clearly notify agents that calls are being recorded by:

• Displaying explicit pop-up notifications to agents when call recording starts and stops.

• Enabling the Record icon to turn red if recording starts automatically. By default, it only turns red if the agent manually starts recording.

Contact your Account Representative to enable these for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

Additionally, the Recording icon is updated to a more modern, noticeable design.

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.

Improvements to Favorites

The following changes have been made to the favorites functionality in Agent Integrated:

• Remembering Favorites: Agents' favorite states The availability status of an agent., quick responses, and directory entries stay saved after they log out or clear their cache and cookies.

• More Directory Favorites: Previously, in the Directory , agents could only favorite other agents. In this release, they can favorite skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge., teams, standard address books, and external directories.

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.

Automatic Loading of Directory Entries

Previously, to view all entries in the Directory , agents had to perform a blank search. That is, they had to click in the search bar, leave it empty, and press Enter on their keyboard. In this release, Directory entries load automatically when agents open the Directory . This applies to all the directories they can select from the drop-down. Additionally, performance enhancements have been made to help directory entries load faster.

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.

Select CRM Configuration Region

Previously, all CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. configurations were connected to the North America region. In this release, a new drop-down called Select Region is added to the Create Configuration form in Agent Integrations . You can select from the AMERICAS, APAC, and EMEA regions.

You cannot change the region of a CRM configuration. To move a CRM configuration from one region to another, you need to create a new CRM configuration. This includes:

• Re-authenticating

• Recreating data memorialization and dynamic data mappings

• Reconfiguring the WORKFLOW EXECUTE and AGENT WORKFLOW CONFIGURATION actions in your Studio script

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.

UK Sovereign Availability

Agent Integrated is available for sovereign cloud configurations in the UK.

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.

Improvements to the Digital Interaction Experience

The following changes have been made to the digital Any channel, contact, or skill associated with Digital Experience. interaction experience in Agent Integrated:

• Disable Drag and Drop Attachments: Previously, when Attach Files was disabled, agents could still drag and drop or copy and paste files into Agent Integrated to attach them. In this release, they cannot do that. To disable Attach Files , contact your Account Representative.

• Improved Error Message for Apple Messages for Business: When a contact The person interacting with an agent, IVR, or bot in your contact center. closes an Apple Messages for Business thread, the agent can no longer send messages in the thread. Previously, when this occurred, the agent received an error message that said, "Unable to send reply/outbound." In this release, that error message is updated to be more specific and helpful.

• Honoring Required Case Custom Fields: Agents cannot save any edits to case custom fields unless they've filled out the required fields. If they try to do so, an error message appears with a list of the required fields they've left blank. Case custom fields appear when you click View Details at the top of Agent Integrated.

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

Data Policy APIs for Interactions Hub

A new set of APIs let you perform read and write operations on Interactions Hub data policies. These help automate compliance processes by accessing and updating data policies.

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.

Workforce Management APIs

Two new Workforce Management APIs let you update and view agents' allotted time off outside of WFM:

• PUT /timeoff-manager/allotments/import: Update an agent's amount of time off.

• GET /timeoff-manager/summary/{activityCodeName}: Get a summary of the agent's time off.

To use both API calls, you will need to provide an activity code.

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.

Billing API

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

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

V32 of Schedule Callback APIs

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

The following APIs were updated to version 32:

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

• POST /scheduled-callbacks

• PUT /scheduled-callbacks/{callbackId}

Customer Request

UI Change

Breaking Change

Impacted Versions

V32

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

New Fields in Interaction Analytics API Responses

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

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

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

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

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

Customer Request

UI Change

Breaking Change

Impacted Versions

V2

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Rate Limiting for Media Playback APIs

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

Customer Request

UI Change

Breaking Change

Impacted Versions

All

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Rate Limiting for Business Data APIs

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

Customer Request

UI Change

Breaking Change

Impacted Versions

All

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

New API for Enhanced Customer Card

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

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

CR The feature is available for CXone Mpower customers who are enrolled in a controlled release (CR) program for it. If you're interested in using this feature in CR, contact your Account Representative. On deploy This feature is immediately available when the new release deploys to your environment.

Multi-ACD (Open) Category Name Change

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

Customer Request

UI Change

Breaking Change

Impacted Versions

All

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

New APIs for Desktop Profiles

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

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

Customer Request

UI Change

Breaking Change

Impacted Versions

V1

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Attendant

Regional Expansion

Attendant now supports sovereign cloud configurations in the UK.

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.

Autopilot

Autopilot Amelia Upgrade

Autopilot Amelia is upgraded to Amelia version 6.15.3. You can download the version 6.15.3 release notes.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Support in Knowledge Hub

Knowledge Hub provides support for Autopilot.

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.

Regional Availability

Autopilot is available for Sovereign cloud configurations in Australia and FedRAMP.

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.

AutoSummary

Licenses

Two AutoSummary licenses are available:

• The AutoSummary Copilot license gives you the complete version of AutoSummary. It works with Agent, Agent Embedded, Agent for Microsoft Teams, and Agent Integrated.

• New in this release is the AutoSummary FedRAMP standalone license. It is FedRAMP-compliant and available for MAX customers. Supported features include real-time summaries, customer sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis, and transfer summaries in addition to the final summary.

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.

Configure Location of the Final Summary Notes

You can choose where the AutoSummary appears. Options are to display the summary as a card in the App Space, in the Disposition Notes field, or in both locations.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Copilot for Agents

Proactively Display Task Assist Automations to Agents

Previously, if Task Assist automations were available, agents had to manually scroll through them and initiate as needed. In this release, you can configure Task Assist to proactively offer task cards to the agent based on the transcript Written form of all or part of a voice or digital interaction.. For example, if the transcript includes information about password issues, and you have a reset password task automation, then that task card is offered to the agent. The agent can either choose to start the task or to ignore it.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Secondary Knowledge Base Answers

If you have knowledge articles written for different audiences (such as customers and agents), you can configure Secondary KB Answers. You can then present two different KB Answers for the same question by applying filter criteria specific to the target audience. For example, internal-use articles may have a tag named Internal that is applied.  Secondary KB answers appear as sub-cards inside the primary KB answer.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Configure the Location of Copilot AutoSummary

Previously, the Copilot AutoSummary appeared in the Notes field of the Outcome Panel. In this release, you can modify preferences on where and how the Copilot AutoSummary is displayed.  In addition to (or instead of) being presented in the Notes field, The Copilot AutoSummary can appear as a card within Copilot for Agents. This lets agents optionally view and edit the summary in Copilot for Agents without needing to have dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. enabled for the skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge..

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Custom Prompts for Additional Features

In addition to using custom generative AI prompts for Copilot AutoSummary, KB Answers, and Journey Summary, you can now also configure custom Al prompts for:

• Real-time summaries

• Real-time customer sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

User Interface Improvements

The following improvements are made to the Copilot for Agents user interface:

• You can disable automated KB Answers for a Copilot for Agents profile (while preserving manual-only queries).

  This feature will be available later in the release cycle.

• When editing a Copilot for Agents profile, you can now select the Knowledge Hub profile name from a drop-down.

• Agent Assist Hub previously displayed some legacy settings that were no longer available. The unused settings are now fully removed from Agent Assist Hub. Navigate to Admin > AI Studio > Copilot for Agents Config to manage Copilot for Agents.

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.

Dashboard

Global Filters

You can filter your entire dashboard Named view of one or more widgets. with one click. You'll save time by applying filters across all widgets Graphical representation of data that meets specified filter criteria. simultaneously, instead of adjusting them one by one. Whether you're working with existing widgets or adding new ones, your filter settings will automatically apply across all dashboards.

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.

Frustration Widget Link to Interaction Analytics

You can open the Interaction Analytics application directly from the Frustration widget. When you use the link, it keeps your current filters and context so you won’t need to reset them. This helps you move from summary data to detailed analysis more easily.

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.

New ASA Metrics Without Callback Time

This release adds two new metrics to improve wait time measurement. These updates help to provide a more accurate view of performance and support better staffing decisions.

The first metric, ASA without Callback Time, shows the average time inbound contacts The person interacting with an agent, IVR, or bot in your contact center. wait in queue, excluding any time spent on virtual callback holds. The second, Speed of Answer without Callback Time, measures total queue time for inbound contacts, also subtracting callback hold durations.

These changes ensure that ASA reporting better represents the actual wait experience for customers.

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.

Dashboard Localization

The Dashboard supports full localization across all interface elements and data labels. This update makes it easier for users around the world to navigate and understand the dashboard in their preferred language. Translations include metric State that allows an agent to complete work requirements after finishing an interaction. names, modals, tooltips, legends, agent and contact states, channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. names, filter labels, settings, error messages, refresh timers, and system labels.

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.

New Quality Evaluations Widget

The new QM widget, Quality Evaluations, provides a structured, table-based view for detailed quality management evaluations.

You can select your preferred report set, such as Evaluation Details, Evaluation Question Details, and Evaluation Question and Answer Details, for a comprehensive, structured 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.

Channel View in Quality Score Widgets

The Quality Score widget now features a streamlined Channel View. It offers you valuable insights into how quality scores vary across different communication channels such as email, chat, and phone. This view helps to identify the channels that may be influencing performance and enable more targeted and effective improvements.

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.

New Coaching Widget

This release introduces a new Coaching widget, KPI Trend and Coaching Events. This widget helps to connect coaching efforts with performance outcomes. By integrating coaching events with metric trends, you can see a visual representation of how coaching impacts key performance indicators. This supports in refining coaching strategies and improving team performance. You need a Performance Management (New) license for this 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.

New PM Widgets for Gamification

Two new PM widgets are introduced to enhance visibility into gamification performance. These widgets require you to have a PM license:

• Game Tracker: This widget allows supervisors to monitor agent participation in ongoing and recently completed games through a card-based interface. It provides insights into progress, rankings, milestones, and goals, with layouts tailored to different game types. All PM games will be supported.

• My Ranking: This widget displays current standings (either individual- or team-based) across six assigned metrics. Filtering is available at the single team or agent level, offering a focused view of performance.

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 Dashboard Experience

Dashboard now has an improved user interface to make it more modern and accessible.

You can see clearer and more readable widget titles across all screen sizes. Long titles are smartly shortened, with full details available when you hover over them. This update makes it easier for you to quickly scan and understand your widget information at a glance.

This release includes a comprehensive update to the Dashboard UI library. This update replaces all existing components with redesigned, accessibility-first versions. You can see updated styles, new theme options, and expanded APIs.

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.

Migration to New Architecture

To improve performance and scalability, the back-end systems are upgraded. This includes moving the ACD and Digital Experience widgets to a stronger and more efficient data setup.

• Near-real-time widgets now get data from new APIs that provide accurate updates every 7-15 seconds.

• For historical data, the new system speeds up data retrieval and allows for better analysis.

• You can see enhancements in the Agent State and Contact State widgets, which use the new Unified Agent State and Mixed Contact State models.

Customers and partners can find the right resources to prepare for the migration to the new CXone Mpower Dashboard from these communities:

• Customer community

• Partner community

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.

New Reporting Templates

Four new reporting templates have been added to Dashboard in this release:

• Interaction Summary: This report lists interactions and its associated contacts handled within a selected time frame. It shows each step of an interactions contact's life cycle, including transcripts and recordings when available. The report covers omnichannel voice, legacy digital, and Digital Experience channels.

• Agent Session: This report allow supervisors to view agent data in one location. It focuses on time management, including lunch duration and idle time. The report combines information from several existing reports. It can be used to identify inefficiencies, improve schedule adherence, and inform coaching conversations.

• Evaluation By Team: This report displays evaluation data across all channels for teams and agents. It includes six widgets providing information about team performance across their evaluations.

• Evaluator Analysis: This report shows evaluator performance and evaluation progress. It includes six widgets with information on evaluators' work, focusing on quality plans and evaluations.

These reports provide more comprehensive data to help you improve efficiency, quality, and team performance.

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.

Data Share

Access Change for CXone Mpower-Provided Snowflake Accounts

In October 2025, Snowflake will require multi-factor authentication (MFA) for user accounts. This may impact your Data Share setup if you have a program accessing data from the Snowflake account. To accommodate this change, you can create a Snowflake service user in the Data Share interface. The service user uses key-pair authentication instead of MFA, allowing the program to access data uninterrupted by an MFA process.

If you have a NiCE-provided Snowflake account and have programmatic Performing an action using computer code rather than a manual process or user interface. This automates tasks, since they are performed by a program or script, rather than a human. access to your data, you need to create a Snowflake service user and update the authentication in the external program.

If you have Data Share set up with your own Snowflake account, you may want to review your setup to ensure data sharing won't be interrupted in October. You may also want to create a Snowflake service user to facilitate programmatic access. To do so, refer to the Snowflake online help content.

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.

Desktop Discovery

Configuration Update

The Configuration Update feature allows admins and supervisors to manage Desktop Discovery client configurations. Admins and supervisors can create new client configurations and easily assign them to teams based on their requirements. 

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.

Mouse and Keyboard Events Data Collection

The data discovery client collects events originating from the agent's mouse and keyboard activities, including left-click, right-click, scrolling, special keyboard combinations (such as CTRL+C and CTRL+V), and regular text entry.

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.

Preprocessing of Data

The Preprocessing of Data feature ensures that sensitive data is processed on the client side before being transmitted to CXone Mpower, protecting it from exposure to unauthorized external entities. By default, this feature is disabled.

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.

DEVone Integrations

A5

Omni Agent Light Embedded Agent Client

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

Key features of Omni Agent Light:

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

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

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

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

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

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

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

BluIP

BluIP Unified Communications Suite

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

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Floatbot

Floatbot AI Enhancements

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

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

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

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

• Translation: Instantly translate both text and voice inputs.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

SpinSci

SpinSci AI Encounters for Healthcare EHR Integrations

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

Key Features:

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

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

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

• Actionable insights for operational improvement.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

EHR WFM Connect

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

Key Features:

• Integration with IEX WFM for advanced workforce forecasting.

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

• Staffing efficiency across clinical and administrative workflows.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

HelpDesk Patient Engage

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

Key Features:

• Automated password reset workflows via voice or chat.

• Reduce call volume to live agents.

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

• Enhance patient satisfaction through quick self-service resolution.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Operator Console for CXone Mpower

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

Key Features:

• Native integration with CXone Mpower.

• Universal directory lookup and routing.

• Real-time dispatch of emergent code calls.

• Designed for inpatient workflows and urgent team coordination.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

SecurePay for CXone Mpower

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

Key Features:

• Embedded payment button within the EHR interface.

• Secure IVR payment collection hosted by NiCE and SpinSci.

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

• Smooth integration with existing payment merchants.

• Proven ROI that tripled collections in early deployments.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Sycurio

Sycurio.Digital Integration with CXone Mpower

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

Key Features:

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

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

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

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

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Digital Experience

Enhancements to ASKCALLER and TXTMSG Studio Actions

New properties are available for the AskCaller and Txtmsg Studio actions for digital Any channel, contact, or skill associated with Digital Experience. scripts.

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

Customer Request

UI Change

Availability

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

Expanded Digital Support for Estimated Wait Time Studio Action

The Estimated Wait Time Studio action supports all branch conditions for digital scripts. This means you can use all input and output properties for this action with digital scripting.

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

Customer Request

UI Change

Availability

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

Improvements to Digital Script Capacity

Digital scripts only remain active when necessary. They go to sleep when they're not in use. For example, scripts remain active until they reach an action that requires them to wait, like OnAssignment or OnRelease. This update maximizes the system's capacity to handle contacts The person interacting with an agent, IVR, or bot in your contact center. and run scripts.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Legacy Channels Updates

A new support tool helps optimize and streamline routing. This tool helps NiCE Services personnel update your existing configurations for legacy messaging channels. Your legacy channels need to be reimplemented with digital-native versions of:

• Points of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address.
• Skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
• Scripts

This affects existing ACD email, chat, and SMS channels. Agent associations with the legacy versions must also be updated. The digital points of contact, skills, and scripts will have the same names as before, but with "DX" added. NiCE Services personnel manage this update for you.

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.

Add Default Skill

Previously, interactions could be processed without being associated with a skill. However, digital points of contact must be assigned a default skill for interactions to be processed and routed correctly.

In this release, all systems have a default digital Any channel, contact, or skill associated with Digital Experience. ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.. If a point of contact is not associated with a script, a default skill is added automatically. It enables better routing flow for digital interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., and ensures reporting can always filter interaction data by skill.

This digital ACD skill is a static value that you cannot modify in the user interface or with bulk upload. New organizations are set up with a default digital skill ID. Existing organizations are given a default digital skill ID that is mapped for them. This update requires no action on your part.

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.

All Contacts Assigned a Customer Identity

Previously, outbound contacts weren't assigned a customer identity. This caused customer cards to appear without an inbound message and prevented interactions from being resolved properly. In this release, all contacts are assigned a customer identity to avoid this issue. This improves the reporting accuracy for digital interactions.

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.

Allow Custom Headers for BYOC Integration

You can include custom headers in the middleware for Bring Your Own Channel (BYOC). This lets you pass specific data through your BYOC integration.

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.

Filter Attachments for Incoming Emails

You can configure which attachment file types are acceptable for inbound emails. For example, you may only want to let contacts send .png file attachments. When an inline attachment is rejected, a message indicates that the attachment is not allowed. You can configure what attachments are supported from ACD> ACD Configuration > Business Units > Accepted Extensions. If you don't add anything to the list of accepted extensions, all attachments are allowed.

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.

Microsoft OAuth Update for Custom SMTPs

Previously, username and password and certificate-based authorization has been supported for Microsoft custom SMTP outbound mail servers. In this release, username and password authentication is no longer supported. This authentication method is being replaced with OAuth 2.0.

Your CXone Mpower Account Representative will contact you to inform you about the required changes and help you complete them. This update lets you to enter your credentials yourself instead of sharing them over the phone. This enhances the security of your server information.

Microsoft is disabling legacy username and password authentication. If you don't switch to OAuth 2.0, emails won't be delivered. To avoid email failure, complete this update by the end of September 2025. If you do not use a Microsoft mail server for your custom SMTP email server, this change does not affect you and no action is needed.

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.

Threading Improvements for Forwarded Messages

Previously, when an agent forwarded their last outbound message to another recipient, threading was lost. This means the recipient could only see the most recent message instead of the whole conversation thread. In this release, forwarded messages include the entire conversation thread. This makes it easier to follow conversation details.

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.

Outbound Emails Display Local Timezone

Previously, email headers displayed message time stamps in UTC time. In this release, when agents reply to or forward emails, the email details display the time messages are sent according to the local time zone of your business unit State that allows an agent to complete work requirements after finishing an interaction..

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.

Insert Subject Line Using Studio

The Digital Engagement API is updated so that it can change the title of an email message when used with a Studio script. This can be used, for example, to support automatically customizing a subject line with information from another source. Any new replies or forwarded messages sent after the subject line is updated use the new subject line.

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.

Sinch SMS Regional Expansion

Sinch SMS is available in new regions.

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

Customer Request

UI Change

Availability

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

Alphanumeric support for Nexmo SMS

You can use an Alphanumeric Sender ID, also called an Alpha Code. This lets you send messages from a personalized sender ID, like the name of a business, instead of a number.

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.

Facebook Messenger: Reply to a Specific Message

Contacts can reply to a specific message in interactions on Facebook Messenger channels. In this release, when contacts reply to a specific message, the agent can see which message the contact is replying to on their end of the conversation as well. This provides agents with more context and helps them better understand the relevance of the message. Contacts can also add images, GIFs, stickers, or video files to specific messages.

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.

Regional Expansion for Messaging and Social Channels

CXone Mpower supports several messaging and social channels that depend on third-party vendors, such as WhatsApp, Google, Apple, and so on. Support for digital messaging platforms is available in sovereign cloud configurations in Australia and the EU. This regional expansion is dependent on other third-party vendors. Availability timelines are subject to change.

These messaging platforms are available for sovereign cloud configurations in Australia and the EU:

• WhatsApp

• Apple Messages for Business

• X (Twitter)

• Telegram

• LinkedIn

• Apple Apps Review

• Google Places

• Google Play

• LINE

• YouTube

• Slack

These messaging platforms will also be supported for sovereign cloud configurations in the EU only: 

• Microsoft Teams

• Custom Bring Your Own Channels

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.

Meta Channels Available for UAE and FedRAMP Moderate

The following Meta channels are available in the UAE region and for FedRAMP Moderate customers.

• Facebook

• Facebook Messenger

• Instagram

• WhatsApp

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.

Accessibility Improvements

If you use Guide to display Digital chat, elements of the chat window are redesigned to improve the accessibility and user experience. The following chat elements have received updates:

• Inactivity pop-ups

• Drag and drop functionality

• File attachment uploads

• Navigation between fields on prechat survey forms using keyboard keys

• Agent queue notifications

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.

Chat Window Loads Faster

The loading speed of the chat window is improved. This provides a better user experience and helps contacts receive help more quickly.

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.

Enhanced Strategic Planner

Historical Data Import

The Historical Data page now displays historical (actual) data for real-time WEM skills. ESP retrieves the data daily for the previous day for real-time WEM skills in each ESP plan that does not have a status of Pending or Failed.

UTC and GMT time zones are supported. To cover the time zones, the data appears on the Historical Data page for each date within 24 hours of the date. If there is user-entered historical data for a given date, it replaces the retrieved data.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Feedback Management

Additional Branding Control for Survey Invitation Emails

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Real-Time Testing Support for Omnichannel Digital Surveys

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

FIPS Encryption

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Update SFTP Address Before Upgrade

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

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

GenAI Prompt Editor

Test Custom Prompts for Copilot for Agents KB Answers

Previously, after creating custom prompts, you could only test the prompts for AutoSummary and journey summary. In this release, you can also test custom prompts for knowledge base (KB) answers.

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.

Edit Prompts with AI

In this release, you can edit the prompt instructions through AI. This feature helps you write and refine the instructions using an LLM Large Language Model. A type of AI that processes, understands, and generates human language based on context.. You can refine the results as many times as you want and choose to replace or insert the generated content. This ensures greater flexibility and precision in prompt creation.

For example, if you are creating a prompt to handle customer service inquiries, you might start with a basic instruction like "Help me with the product issue." The AI can refine this by suggesting more specific language and additional details. For example, it could create a step-by-step troubleshooting guide and ask specific questions to diagnose the issue. You can review these suggestions, make further edits, and insert the refined content into your prompt, such as "Can you describe the issue you're facing with the product? Let's go through some troubleshooting steps together."

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.

Copilot for Agents Use Case Expansion

Previously, you could only edit the generative AI prompts for Copilot AutoSummary, KB answers, and journey summary. In this release, you can configure AI prompts for these Copilot for Agents features:

• Real-time summaries

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

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.

Guide

Use Web Assistant to Verify Engagement Rules

Previously, when you created a new engagement rule, you could not test the rule before deploying it to a production environment. In this release, the Web Assistant supports testing engagement rules.

The Web Assistant has three tabs:

• Map Element: This tab works like the existing engagement mapper, but has a refreshed user interface.

• All Rules: This tab lists all of the engagement rules for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system.. You can mark a rule as Active to test the rule.

• Test Rules: This tab shows the status of the rules you enabled for testing. It shows the status of each condition set for the rule.

To use the new Web Assistant, drag the updated bookmarklet on the Web Assistant page to your bookmark bar.

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.

Integration Hub

Regional Expansion

Integration Hub is now available in Japan, Canada, and EU sovereign cloud configurations (BCP).

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Interaction Analytics

Delete a Saved Search

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Updates to Transcript Player

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

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

URL Cleanup

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Interactions Hub - Data Policies

Change Retention Period of Stored Interactions

With the new Retention Change policy type, you can change how long 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. are stored. Based on business or legal needs, you can shorten or extend the retention period or even keep it forever.

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.

Always-On Redaction

With this feature, sensitive data is automatically redacted from every analyzed call after it ends. This happens without relying on policy triggers or agent behavior, helping reduce risk and improve compliance. This feature is defined in the new Global Settings page, where administrators can also restrict playback until redaction is complete.

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.

Override Redaction

Users with the Override Redaction permission can now access and view the original, unredacted recordings.

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.

Public API Calls for Media Deletion

API calls allow teams to create and manage Media Deletion policies automatically without using the Data Policies user interface. This will help you connect deletion actions with your internal systems. See Types and the Developer Community portal.

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.

Recording Quality Assurance Policy Filter

When you create a policy, the new Recording Quality criteria filter lets you apply actions to interactions with low recording quality. For example, if a call recording has poor audio, it can be deleted or redacted automatically.

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.

Interaction Risk Breakdown on Widgets

Widgets Graphical representation of data that meets specified filter criteria. show interaction statistics grouped by compliance status:

• Active Risks: These interactions require attention for compliance actions.

• Acted Upon: The user has already applied risk mitigation actions such as Litigation Hold, Playback Lock, or Redaction on these interactions.

• Deleted: The user mitigated the risk by deleting the media. No further action is needed.

This update helps users quickly identify items that need attention. It is available for both standard and custom widgets. See Risk Detection.

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.

Policy Search Improvements

Users can search for different criteria in the policy definition form. See Policy Workflow.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Real-Time Call Recording Alerts for Agent

Agents can get real-time alerts in the Agent app when call recording starts, stops, fails, or has poor quality. These notifications help agents stay informed and follow recording rules more easily. A Data Policies license is required.

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.

Knowledge Hub

Support for Autopilot

Knowledge Hub provides support for Autopilot.

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.

My Zone

Dashboard Quick Link

You will have access to a new Dashboard quick link in My Zone. This feature allows you to quickly check their performance, ranking, and progress in real time and during their shifts. You can also compare their performance with their peers, encouraging healthy competition.

This feature requires a PM – Insights license to activate.

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.

Performance Management (New) Marketplace Quick Link

You can see a new Marketplace quick link in your My Zone application. This feature allows you to redeem virtual coins during their shifts, enhancing your satisfaction and engagement at work.

This feature requires a PM – Act license to activate.

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.

Partner Applications

Tenant Management

Integrated Matching Setting

Integrated matching ensures that the priority Skill-based designation of the importance of contacts that determines delivery order. levels of voice and digital Any channel, contact, or skill associated with Digital Experience. interactions compare correctly. This enables the interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. with the highest priority to route first. Previously, it was in a controlled release and a NiCE employee had to enable it. In this release, it is generally available. Internal and partner support personnel can enable this Integrated Matching setting in each tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system. profile under Applications & Features > ACD > Advanced Routing Features. It's enabled by default for new tenants.

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Performance Management (inView)

Arrange Dashboard Tabs

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

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Responsive Current Agent State Slide

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

• 1920×1080

• 1200×1080

• 992×1080

• 768×1080

• 576×1080

• 360×800

This update helps ensure a consistent and optimized display experience.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Performance Management (New)

Games Tracker Widget

A new Games Tracker widget Graphical representation of data that meets specified filter criteria. has been introduced under the PM widgets in Dashboard. It allows you to track your agents' active, upcoming, and recently finished games, showing progress, rankings, milestones, and goals in a card-style layout. It supports all PM games and display games from the last two weeks.

This feature requires a PM – Act license to activate.

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.

KPI Trend and Coaching Events Widget

You can see a new KPI Trend and Coaching Events widget under the Coaching widgets in the Dashboard application. This widget helps you connect coaching efforts with performance outcomes using clear visual trends. It supports better coaching strategies and team performance.

This feature requires a PM – Act license to activate.

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.

My Ranking Widget

You can see a new My Ranking widget under the PM category in the Dashboard application. You can view your rank compared to your team’s rank based on six key metrics. Filtering is available at the individual agent level.

This feature requires a PM – Insights license to activate.

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.

Budget Notifications for Gamification Admin

You can set budget alerts at 25%, 50%, 75%, and 100% to track your company’s gamification spending. You will receive notifications through CXone Mpower Notification Center and email, helping you stay on top of expenses and improve ROI.

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.

Out-of-the-Box Data Integration

You can get out-of-the-box integration with IEX. You can use its metrics directly in Dashboard widgets, making it easier to access key data without extra setup.

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.

Dashboard Quick Link in My Zone

You will have access to a new Dashboard quick link in My Zone. This feature allows you to quickly check their performance, ranking, and progress in real time and during their shifts. You can also compare their performance with their peers, encouraging healthy competition.

This feature requires a PM – Insights license to activate.

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.

Marketplace Quick Link in My Zone

You can see a new Marketplace quick link in your My Zone application. This feature allows you to redeem virtual coins during their shifts, enhancing your satisfaction and engagement at work.

This feature requires a PM – Act license to activate.

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.

Quality Management

Quality Management Premium Features as Add-Ons

The premium version of Quality Management is being phased out. Instead, Quality Management Premium features are now available as add-ons to your existing Quality Management Advanced (QMA) plan, giving you more flexibility and control.

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 Ticket Viewer Metrics

A new Metrics tab is now available in your ticket viewer, providing deeper insights into each ticket. The updated Metrics tab includes:

• First agent details (name, team, group).

• Initial channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. type.

• Key timestamps (reply, resolution, closed).

• CSAT score, ticket status, and priority.

• Duration metrics like hold, talk, and handle time.

• Reopen count, reply count, tags, and more.

Additionally, Segment ID is now renamed to External Ticket ID for better clarity. This update gives you a clearer, more complete view of every ticket. It helps you track performance, understand ticket journeys, and make more informed decisions—all in one place.

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.

Quality Management Advanced now supports ticket analytics in Quality Plans and Auto-suggest of a form

You can now use Quality Management categories to drive how tickets are assigned for evaluation. This feature is supported only for users with the Quality Management Advanced license. With this update, you can:

Quality Management Categories Integration

• Filter tickets by Quality Management categories in your quality plan.

• Select the categories that matter most to your business goals.

• Save and activate your plan with ease.

• Automatically assign 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. that match your selected categories.

• Automatically score specific questions using Auto-Suggest in your Quality Form.

Once set up, the system automatically assigns interactions that match your selected categories. This ensures you evaluate sample tickets with one or more matching segments A stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult., along with automatically answering specific questions on your quality form providing effectiveness and efficiency to your entire quality model..

Ticket Sentiment Analysis

You can now use Sentiment and Enlighten Sentiment as a filter in the Quality Planner for Tickets and to automatically score specific questions on your quality form. This enhancement allows you to leverage analytics to mature your current quality model. You can choose from the following one or more sentiment scores to focus on:

• Strongly Negative

• Moderately Negative

• Neutral

• Moderately Positive

• Strongly Positive

This feature allows you to prioritize and score evaluations based on different types of sentiment Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript., helping you address critical areas more efficiently and remove biased scoring. Sentiment is displayed at the ticket level, giving you a clear view of each interaction's emotional tone. This feature is supported only for users with the Quality Management Advanced license.

Enlighten CSAT Behaviors now Support Tickets

You can now leverage any of the nine Enlighten Behaviors in your Quality Plans for evaluating and in your forms for the auto-scoring of soft skills. You can use the CSAT Score to assign tickets for evaluation based on specific agent behaviors. In the Quality Planner for tickets, you can:

• Filter by behaviors like Empathy, Ownership, Listening, and more.

• Automatically evaluate soft skill-based responses while eliminating any potential bias from the scoring process.

This feature is available to users with either the Quality Management Advanced and CSAT Model license.

Ticket Auto-Scoring with Quality Management Sentiment Analysis

You can now have tickets auto-scored in questions on a form using sentiment results, helping evaluators to save time during the scoring.

• Manage Forms: You can access Manage Forms in the Quality Management section.

• Form Creation: You can create a new form or access an existing form template.

• Question Setup: You can create a new question or edit an existing question.

• Auto-Response Rules: You can select Auto-Response Rules.

• Sentiment Selection: You can select Sentiment.

• Sentiment Options: You can see the IA sentiment options and the speaker side for their answer to select from per answer in the question.

• Save and Activate: You can save and activate the form.

When you evaluate a ticket using the form, the auto-response question automatically displays the appropriate answer based on sentiment analysis. This feature is supported only for users with the Quality ManagementAdvanced license.

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.

Evaluation Summary

Previously, the evaluation summary was in a controlled release. In this release, it is generally available.

When doing a performance review, you only have basic information about evaluations. In this release, the new Evaluation Summary tab provides a summary and additional insights on agent performance, highlighting top strengths and areas for improvement. This helps managers prioritize coaching and support data-driven decisions. They can also provide feedback on the summary’s usefulness. This tab is available when the Evaluation Summary permission is assigned to you. By default, this permission is turned off.

This feature is supported only for users with the Quality Management Advanced license and Generative AI license.

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.

Real-Time Third Party Telephony Recording (Multi-ACD)

Microsoft Teams Integration for Voice Recording

A new integration with Microsoft Teams enables voice call recording through Real-Time Third Party Telephony Recording (Multi-ACD). Calls are recorded in stereo using the NiCE Recording Bot, deployed in a NiCEAzure account. The setup is simpler than other telephony integrations, requiring no VPN tunnels or customer SBCs. This feature supports new customers and helps existing Real-Time Third Party Telephony Recording (Multi-ACD) and OCR users expand their recording capabilities to back-office users.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Genesys SIPREC Integration

Real-Time Third Party Telephony Recording (Multi-ACD) introduces a new integration with Genesys systems using T-lib for CTI and a customer-managed SBC for SIPREC. This feature supports recording of both simple and complex voice calls, with recordings available in CXone Mpower applications for monitoring, analysis, and compliance.

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.

Support for Ribbon (Sonus) SBC with Cisco Telephony

Real-Time Third Party Telephony Recording (Multi-ACD) now supports Ribbon (Sonus) as a customer-managed SBC for Cisco telephony integrations. This update expands SBC options for customers, offering greater flexibility and compatibility with existing infrastructure. Configuration is handled entirely on the customer side, with no changes required 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.

ANI and DNIS Display in Interactions and Player

Real-Time Third Party Telephony Recording (Multi-ACD) now displays the caller’s number (ANI Also known as caller ID. Listed phone number of an incoming voice call.) and the dialed number (DNIS The number dialed on inbound or outbound voice calls.) in the Interactions application fields and the Interaction Details section of the Player. This update makes it easier for users to identify calls. The fields are populated automatically—no configuration is required.

Currently, this feature is not available for Avaya, but it will be introduced in a future release.

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.

Unmapped Agent Label in Interactions

Interactions display a label for calls involving agents who are not properly linked to recording accounts. These calls appear with the Unmapped Agent tag, making it easier to identify and resolve configuration issues. This helps ensure agents are correctly set up for Real-Time Third Party Telephony Recording (Multi-ACD).

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.

Private Connectivity with Cato SD-WAN

CXone Mpower offers a new network connectivity option using Cato SD-WAN, providing a secure and private alternative to public Internet and VPN tunnels. Both CTI and media traffic (SIP/RTP) can be routed through this managed SD-WAN service, improving reliability and security. This feature is part of a controlled release and requires approval from the networking team for each deployment.

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.

Recording

ScreenAgent Manager Enhancements

This release of ScreenAgent Manager introduces several new features and improvements:

• Enhanced Search: You can search by Agent Name and by Machine Name.

• Service Control: You can restart the ScreenAgent services for a specific machine directly from the app.

• New Grid Column: A new Can be Recorded (screen) column shows if screen recording is properly configured.

• Advanced Filters: New filters are available for the Type (VDI/Physical machine type), Is Active status, and Can be Recorded (screen).

• Minimum Specs Alert: Machines that do not meet the minimum required specifications are clearly marked in the grid and in a new Tab.

• Monitor Count: The number of monitors used by each agent are displayed.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

Real-Time Call Recording Alerts for Agent

Agents can get real-time alerts in the Agent app when call recording starts, stops, fails, or has poor quality. These notifications help agents stay informed and follow recording rules more easily. A Data Policies license is required.

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.

Multi-Agent Multi-Screen Playback

Users can switch between different agent screens during multi-agent 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.. This makes it easier to view all parts of the conversation and improve the playback experience. Previously, only the leading agent's screen was visible during playback. In this release, users can choose which agent's screen they want to 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 deploy This feature is immediately available when the new release deploys to your environment.

Transition to the New Player

All users are moved to the new CXone Mpower Player, introduced in 24.4. The old player and its toggle have been retired. This update provides a more consistent and modern experience for all users, with improved functionality and ongoing support.

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.

Wildcard Support for Deny List URLs

Previously, users could enter URLs to block screen recording using the deny list. Each entry blocked pages that shared the same URL prefix.

In this release, wildcard ('*') support is added at the beginning of a URL, allowing users to block all pages that end with the same domain or structure. This simplifies deny list setup within recording policies and gives users better control over which pages are excluded from recording.

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.

Salesforce Agent

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

FedRAMP Support

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

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all CXone Mpower customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment.

SmartReach

Outbound Voice Campaigns Using SmartReach

SmartReach is a proactive engagement solution. Introduced for CXone Mpower earlier this year, it offers omnichannel campaign automation for outbound communication.

SmartReach is now available for outbound voice campaigns. Ask your Account Representative for more information if you are interested in learning more.

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.