Coming Soon in the 26.1 Release

This page shows the products and features currently planned for the 26.1 release cycle, which begins on 5 February 2026 and ends when the next release begins, which is currently targeted for 2 April 2026. Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle. Remember that you may be required to purchase a license or sign up for a controlled release (CR) program to access some of them.

Register for the 26.1 webinar.

These sessions will cover the coming features in more detail.

All new products and features are shown by default. If you want to see only products and features in your CXone Mpower system, you can clear the checkboxes to remove features you don't need from your display.

Each feature description includes a table that states whether the following details apply to it. means that the detail applies to the feature and means that the detail does not apply to the feature.

Customer Request The feature was developed by customer request.
UI Change The feature introduces changes to the user interface (UI).
Breaking Change For API features only. If your integration uses the specified API, you must update your integration to avoid disruptions.
Impacted Versions For API features only. The versions of the API that were changed.
Web or Desktop Studio For Studio features only. Whether the feature is supported in web Studio, desktop Studio, or both.
Availability

This cell tells you two things about the feature: 

  • Whether it's available for all CXone Mpower customers or only a select group.

    • GA: The feature is generally available (GA) for all customers. Some GA features may require you to purchase a license to use it.

    • CR: The feature is available for 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.

  • When you can expect to see the feature in your environment.

    • On toggle— The feature should be toggled on at the time of deployment.The feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when that is.
    • On deploy—The feature is immediately available when the new release deploys to your environment.

Learn about the platform requirements and FedRAMP support status for the CXone Mpower apps you use.

Global Changes

Divisions

You will be able to use divisions to securely isolate data within your CXone Mpower system. Divisions will allow you to use one CXone Mpower tenant for multiple clients, brands, or lines of business (LOBs) and keep their data separate and private. At the same time, you will be able to manage all divisions centrally through the Admin application.

Divisions will provide the following benefits: 

  • Reduce risk and simplify compliance by preventing cross-division data exposure.
  • Streamline governance and administrative overhead by providing a single framework instead of managing separate systems.
  • Support organizational efficiency and growth in complex organizational structures.

When divisions are configured in your system, you will create divisions for each LOB or brand. Each division will act as a logical container that will group resources such as agents, ACD skills, teams, and Studio scripts, and keep them separate from the resources in other divisions. Agents and other users assigned to one division will only be able to access data within their assigned division.

In this release, divisions will only be available for new customers. In a future release, existing customers will be able to configure divisions in their CXone Mpower systems. Additionally, in this release, not all applications will have support for divisions in place. However, in future releases, divisions will work across all CXone Mpower applications.

The following limitations apply to divisions in this release:

  • After being enabled in a CXone Mpower tenant, divisions cannot easily be disabled. A special request will need to be submitted to NiCE R&D.

  • Individual divisions cannot be deleted or deactivated.

  • After assigning a division to an entity such as a team or an ACD skill, you will not be able to modify the assigned division.

  • Entities cannot be moved across divisions.

  • CXone Mpower will support a maximum of 100 divisions that can be created across up to three hierarchy levels.

Customer Request UI Change Availability GA
On toggle

Menu Navigation Updates

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

  • The AI Studio section will move out from Admin and become a new level 1 option in the app selector.

    • AI Studio currently contains GenAI Prompt Editor, Knowledge Hub, Copilot for Agents, and Topic AI Editor.

    • AI Studio will join Admin and Supervisor in the General category.

  • Menu item name changes:

    • Knowledge Hub → Knowledge

    • GenAI Prompt Editor → GenAI Prompts

    • Copilot for Agents Config → Profiles

  • In the app selector, the Automation category will move up the list. It will be underneath the General category.

  • In the app selector, a new option, Cognigy, will be added to the Automation category.

  • In the app selector, Actions will move to the Data & Analytics category.

  • In the app selector, the Automation & AI category will be renamed to Connections Hub.

Customer Request UI Change Availability GA
On deploy

New Applications

Conversations

Conversations will be a new app available inside CXone Mpower. It will allow CXone Mpower users to message other users one-on-one and in groups. Conversations will allow users to collaborate quickly and effectively to resolve issues.

To enable Conversations, you will turn on a permission in Admin.

Conversations will also be available inside CXone Mpower Agent applications. For more details, select the Agent filter on the top right.

Customer Request UI Change Availability GA
On toggle

Real-Time Routing Rules

Real-Time Routing Rules in CXone Mpower will let you create and adjust routing rules in real time without editing Studio scripts. This application will be accessible from a new area called Routing Center. This will make routing configuration easier for people who are not technical experts or skilled at scripting. The app will help you respond quickly to changing contact center conditions. It will allow you to configure rules based on live queue statistics. These will include data such as queue depth, available agents, and time in queue.

Customer Request UI Change Availability CR
On toggle

ML Model

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

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

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

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

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

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

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

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

This tool will be available later in the release cycle.

Customer Request

UI Change Availability GA
On deploy

Noise Cancellation

Currently, Noise Cancellation is in a controlled release. In this release, it will become generally available.

Noise Cancellation will reduce background noise and echoes during a voice interaction from the agent side, the contactClosed The person interacting with an agent, IVR, or bot in your contact center. side, or both. Your agents and contacts will experience a more professional interactionClosed 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 will do this without any latency. Noise Cancellation will work with any headset, but wired USB headsets will work best.

Noise Cancellation will be available for use with CXone Mpower Agent, Agent Embedded, Agent for Microsoft Teams, and Agent for SCV. To enable it for one of these agent applications, you will need to contact your CXone Mpower Account Representative. Agents using CXone Mpower Agent, Agent Embedded, or Agent for Microsoft Teams will then need to add the Agent Noise Cancellation Extension. If your agents use Agent for SCV, you will need to enable the Noise Cancellation tab for them.

Customer Request UI Change Availability GA
On deploy

Presence Connect

Presence Connect will be the next‑generation, bi‑directional presence synchronization application in CXone Mpower. You will be able to use it to sync agent statesClosed The availability status of an agent. between CXone Mpower and UCaaS platforms in real time. This will reduce misrouted interactions and wait times, improving overall operational efficiency.

Presence Connect will offer more flexibility than the current Presence Sync solution. You will be able to define custom presence rules directly in your UCaaS platform and link them to CXone Mpower by configuring an API. You will then be able to assign those rules to specific teams and users.

In this release, 8x8 will be the only UCaaS platform supported by Presence Connect. Additional platforms will be added in future releases. Presence Connect will only support CXone Mpower Agent and will not be available for other agent applications.

Customer Request UI Change Availability GA
On toggle

Unified ServiceNow Agent

A new agent application called Unified ServiceNow Agent will be available. It will embed CXone Mpower voice interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. capabilities inside the ServiceNow interface. Unified ServiceNow Agent will:

  • Automatically create ServiceNow records for every interaction.

  • Support omnichannel presence sync between CXone Mpower ACD states and ServiceNow states.

  • Allow you to map CXone Mpower channels to ServiceNow channels.

  • Provide Copilot for Agents and real-time transcription.

Customer Request UI Change Availability CR
On deploy

ACD

Unified Quick Responses 

Currently, you can configure pre-written, short messages that agents can click to send contactsClosed The person interacting with an agent, IVR, or bot in your contact center. when working in the agent application. However, you must go to different places in ACD to configure these messages, depending on which channelClosed Various voice and digital communication mediums that facilitate customer interactions in a contact center. you're configuring them for. In this release, there will be a single location called Quick Responses where you will be able to configure these messages for all channels that support them.

A migration tool will be available for digital quick responses and rich messages. You will not be able to migrate ACD quick replies. Instead, you will need to recreate them in the new quick responses page.

Customer Request UI Change Availability CR
On toggle

Unique Point of Contact Names

Currently, the system allows new points of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. (POCs) to have the same name as existing POCs. In this release, the system will require new POCs to have unique names. Existing POCs with shared names will not be affected until you edit one of them. When you edit a POC, you will be prompted to change its name if it is not unique. This change will prevent confusion and potential miscommunication caused by having more than one POC with the same name within the platform.

Customer Request UI Change Availability GA
On deploy

Unique ACD Skill Names

Currently, the system allows new ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to have the same name as existing skills. In this release, the system will require new skills to have unique names. Existing skills with shared names will not be affected until you edit one of them. When you edit a skill, you will be prompted to change its name if it is not unique. This change will prevent confusion and potential miscommunication caused by having more than one ACD skill with the same name within the platform.

Customer Request UI Change Availability GA
On deploy

Configure After-Call Work Time at the Agent Level

Currently, after call workClosed State that allows an agent to complete work requirements after finishing an interaction. (ACW) is configured at the ACD skill level and applies to all agents assigned to the skill. In this release, you will be able to configure additional ACW time at the agent level. You will be able to set a maximum threshold within a range of 0 to 7200 seconds (120 minutes). Agents who have been configured to receive additional time will then be able to set the amount of extra time they need within the range you allow. The amount they configure will be added to the time configured for the skill.

This change will allow you to give more time to agents who need it, such as those who use adaptive technologies to assist them in their work. You will be able to configure this setting in the ACD Users page, via the ACD users bulk upload template, or by APIs that allow the creation or modification of ACD users.

Customer Request UI Change Availability GA
On deploy

Removal of the Spawn Tab from the ACD Scripts Page

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

Customer Request UI Change Availability GA
On toggle

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

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

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

Customer Request UI Change Availability GA
On deploy

Actions

Expanded Language Support for Action

In this release, you will be able to use Actions in multiple languages, including Latin American Spanish, European Spanish, European Portuguese, Dutch, and German. You will be able to interact through natural language conversations, receive AI-powered emails, view textual insights in the conversational panel, and access comparative insights in Followed Charts with simplified chart titles for easier navigation.

Actions will automatically be able to detect your browser language, translate menus and dashboards, and allow you to ask questions and receive responses in your preferred language. Data formats, insights, charts, and exports will be fully localized, and emails will be generated with grammar checks in your browser language.

For the expanded language support feature, this release will not include IA metrics such as contact reason and outcome, Desktop Discovery questions, Workforce Management ( WFM) questions, translation of historical chats, or any functionality related to Knowledge Generation and the Observability Dashboard.

Customer Request UI Change Availability GA
On deploy

Industry Benchmarking for ACD Metrics

In this release, Actions will expand the industry benchmarking feature to include Automatic Call Distributor ( ACD) metrics. This enhancement will allow you to compare your contact centerClosed A complete, unified, cloud-native contact center platform offered on a subscription basis. operational performance against industry benchmarks for key ACD metrics.

As part of this release, you can ask natural language questions to compare Average Handle Time (AHTClosed Average Handle Time is the average amount of time an agent spent handling an interaction.) and After Call Work (ACWClosed State that allows an agent to complete work requirements after finishing an interaction.) against industry benchmarks.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Workforce Management (WFM) Metrics

In this release, you will be able to use Actions to include Workforce Management (WFM) data in your conversations. This enhancement will allow contact centerClosed A complete, unified, cloud-native contact center platform offered on a subscription basis. managers to get quick and accurate insights without having to navigate multiple dashboards. You will be able to ask natural language questions about key WFM metrics such as Adherence, Service Level Agreement (SLA), Average Speed of Answer (ASA), and Staffing.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Automated Insights - Augmentation Opportunity

In this release, Actions will introduce a new feature called Augmentation Opportunity. This tool will help you identify historical interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. data to detect calls with unusually long AHTClosed Average Handle Time is the average amount of time an agent spent handling an interaction. and highlight the main factors contributing to these outliers. It will then recommend specific actions, such as identifying agents who take longer to answer calls compared to their peers. It will also guide you on topics for new knowledge base content to help agents resolve issues faster and highlight intents where Copilot can provide real-time assistance during live interactions. You will be able to:

  • See visual breakdowns of AHT outliers by topic or contact driver.

  • Analyze agent performance by topic to find coaching opportunities.

  • Discover Copilot knowledge opportunities for real-time guidance during live interactions.

  • Ask natural language questions in the chat panel.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Deterministic Flows for Cognigy AI and Omilia

In this release, you will be able to create self-service workflows directly from the Automation Opportunity chart or the conversational panel using transcripts powered by NLU. This feature will let you transform automation opportunities into actionable workflows without leaving the Actions interface. You can create, access, and manage workflows—view completed workflows, check versions, rename, or delete them.

You will also be able to publish workflows to Cognigy AI and Omilia, enabling integration with your conversational AI platforms. This ensures that automation opportunities identified in Actions can be converted into practical solutions efficiently.

This feature will be available only to tenants with an IA Advanced or IA Premium license. Additionally, to publish to Cognigy AI, tenants will require a Cognigy AI license.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Reposition ' Actions' from CX Management to Data and Analytics

In this release, you will find the Actions application under the Data and Analytics section in the left menu. The CX Management section will be removed entirely from the navigation.

Customer Request UI Change Availability GA
On deploy

Rules Engine Reporting in Observability Dashboard

In this release, the Observability Dashboard is introducing the new Rules Engine dashboard for advanced statistics and analytics. In the dashboard, you will see the rule name or ID that triggers each Copilot for Agents element, whether it comes from standard features like Null, Copilot, or from the Rules Engine. You will also be able to view and report on rule invocation frequency, helping you gain actionable insights into which rules are most effective for automation and AI-driven workflows.

Customer Request UI Change Availability GA
On deploy

Transcript Overview Dashboard

In this release, the Observability Dashboard will introduce the Transcript Overview dashboard under the Copilot tab. In this dashboard, you will be able to view all call transcripts, including customer and agent utterances, generative suggestions, task suggestions, rules, and AutoSummary—each with a timestamp during the call.

Customer Request UI Change Availability GA
On deploy

Streamlined Data Export with Secure API Integration

In this release, you will be able to use the Observability Dashboard to automate export through secure API endpoints. You will be able to integrate seamlessly with external systems, apply filters, and export data in a standard CSV format. This will help you streamline data handling and improve efficiency across your workflows.

Customer Request UI Change Availability GA
On deploy

Admin

Tabs Added to Account Settings Page

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

Customer Request UI Change Availability GA
On deploy

Remove the Marketing Panel from the Login Page

Currently, the CXone Mpower login page is split in half. One side is the login form where users enter their credentials. The other side is the marketing panel where NiCE displays promotional materials. In this release, you will be able to enable or disable the marketing panel from the Account Settings page.

Customer Request UI Change Availability GA
On deploy

Users to Open External Apps from My Profile

Users will be able to launch 3rd party apps from the My Profile page. This will simplify their day-to-day activities, since they will be able to conveniently stay in CXone Mpower to open other apps. Administrators with the Admin > Account Settings > Edit permission will be able to set up the external links. After setting up a link in the Admin application, all users can access it in a new Additional Applications tab on their My Profile page.

Customer Request UI Change Availability GA
On toggle

Assign ACD Skills and Divisions via Employee Templates

Employee templates let you create assign sets of preconfigured settings for your employee accounts. In this release, you will be able to assign ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. and divisions with these templates.

For more information on divisions, select Global Changes in the top right filter.

Customer Request UI Change Availability GA
On toggle

Agent

Desktop Profiles Generally Available

Currently, desktop profiles are in controlled release. In this release, they will be generally available.

Desktop profiles will allow you to customize the agent experience using:

  • Settings to enable and disable apps such as Contact History icon, a clock with an arrow pointing backwards., Queue Counter icon, stacked items in a container., and Schedule icon, a calendar..

  • Settings to configure what agents can do in the Directory icon, a notebook with a picture of a person on it..

  • Settings to configure what types of outbound calling agents can do.

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

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

You will be able to access desktop profiles by navigating to Agent Integrations icon: an orange gear with three arrows inside. > Desktop Profiles. After you create and configure desktop profiles, you will be able to assign them to teams of agents.

Customer Request UI Change Availability GA
On toggle

Conversations

Conversations will be a new app available inside Agent. It will allow agents to message supervisors and other agents without leaving the agent application. Agents will be able to chat one-on-one and in groups. Conversations will allow agents to collaborate quickly and effectively to resolve customer issues.

To enable Conversations for agents, you will turn on a setting in their desktop profile.

Customer Request UI Change Availability GA
On toggle

Support for Divisions

Agent will support divisions. If divisions are enabled, agents will only be able to access employees, teams, and skills in that division. Agents will also select a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. when starting a new outbound SMS or WhatsApp message. This will align with outbound calling. If divisions are not enabled, they'll select a digital point of contact for outbound SMS and WhatsApp. This is the current experience.

In this release, divisions are available to new customers only. For more details, select the Global Changes filter on the top right.

Customer Request UI Change Availability GA
On toggle

Updates to Desk

CXone Mpower Desk unifies customer data, interaction history, and workflows into a single, intelligent workspace directly inside the agent application. In this release, Desk users will see improved visibility into customer history, streamlined agent tasks, and simplified management of customer data. New features will include:

Updates to Enhanced Customer Card

In this release, CXone Mpower Enhanced Customer Card will include these features:

Improvements to the Voice Interaction Experience:

The following changes will be made to the voice interaction experience in Agent:

Enhancements to Approval Workflows

The following changes will be made to the approval workflow experience for digital channels in Agent:

Enhancements to the CRM Integration Experience

The following changes will be made to the CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. integration experience for Agent:

Support for New Quick Responses

A new Quick Responses page will be available in the ACD application. It will replace the current Quick Responses and Rich Messages pages. The quick responses you configure there will appear in Agent. You will be able to assign those quick responses to skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. as well as digital points of contact. Agent will be able to display more than 1000 of these new quick responses.

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

Customer Request UI Change Availability CR
On toggle

Configure Extra ACW Time for Specific Agents

You will be able to give certain agents extra after-contact workClosed State that allows an agent to complete work requirements after finishing an interaction. (ACW) time for calls, voicemails, and work items. This will be useful for agents with accessibility requirements.

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

Customer Request UI Change Availability GA
On deploy

Limit Total Size of Attachments

Currently, agents can attach files that are up to 40 MB each. In this release, they will be able to attach files that are up to 100 MB each. The size limit for all the files attached to a digital message or email will also be 100 MB. So, agents will be able to attach one 100 MB file, or two 50 MB files, and so on. However, some digital channels may have lower size limits. If they do, the message or email will fail to send. Agents will receive an error message about file size.

Customer Request UI Change Availability GA
On toggle

Accessibility Improvements

The following enhancements will be made to align Agent with WCAG 2.2 AA standards:

  • Consistent and intuitive keyboard navigation.

  • Alt text for all non-text content.

  • Responsive content across resolutions and screen sizes.

  • Error prevention measures for forms, including input validation and contextual error messages

  • Color contrast ratios for text approved by WAVE tool

  • JAWS and NVDA screen reader testing and verification

  • Dragon voice command testing and verification

  • Support for additional accessibility tools, including ZoomText

Accessibility testing will only be performed on desktop, not mobile.

Customer Request UI Change Availability GA
On toggle

Voice Authentication in Custom Workspace

Currently, the voice authentication interface appears in a new browser tab. In this release, it will appear inside Agent as a custom workspace. This will be a more convenient, integrated location.

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

Customer Request UI Change Availability CR
On deploy

Preview Images in Emails

Agents will be able to click inline images in emails to preview them.

Customer Request UI Change Availability GA
On toggle

New Removed from Status Drop-Down

New will be removed from the Status drop-down on the Interactions tab in Search icon, a magnifying glass.. Agents cannot change the status of an interactionClosed 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 New.

Customer Request UI Change Availability GA
On deploy

New Regional Availability

Agent will be available in the US East (NA3) region.

Customer Request UI Change Availability GA
On deploy

Agent SDK

Context Switching

One-way context switching will be available in agent apps built for Microsoft Dynamics using the Agent SDK. When agents open a session in Microsoft Dynamics, the matching interaction will open in the agent application.

Session indicators will be available for the other direction. When agents open an interaction in the agent application, a blue dot will appear next to the matching Microsoft Dynamics session.

These features will apply to both voice and digitalClosed Any channel, contact, or skill associated with Digital Experience. interactions. They will only work in Microsoft Dynamics CIF v2.0.

Customer Request UI Change Availability GA
On toggle

Agent Embedded

Agent Embedded for Microsoft Dynamics

Configure Session Templates to Only Open for Inbound Interactions

You will be able to configure session templates to only open for inbound interactions. You will do this by setting a new custom parameter, inboundOnlySession, to true while configuring the channel provider. This will prevent too many sessions from opening.

This feature will apply to voice interactions, digital interactions, voicemails, and work items. It will only work in Microsoft Dynamics CIF v2.0.

Customer Request UI Change Availability GA
On toggle

Agent Embedded for Salesforce

Correct User Information in Workflows

Automatic Create workflows, Manual Create workflows, and data memorialization will use the name of the agent handling the interaction instead of the authenticated system user. The Salesforce field Assigned To will show the name of the actual agent. This will increase the accuracy of reporting.

The Created By and Modified By fields will still show the authenticated system user until a future release.

Customer Request UI Change Availability GA
On toggle

New Requirement for Agent for Salesforce Access

To access Agent for Salesforce, agents will need the Agent Integrations employee profile attribute. If an agent does not have this attribute, they will receive an error message when they try to launch Agent for Salesforce.

Customer Request UI Change Availability GA
On toggle

Display Agent State in Bottom Toolbar of Salesforce

Agents will be able to see their Agent for Salesforce stateClosed The availability status of an agent. next to the Phone option in the bottom toolbar of Salesforce. This will make it easier to check their status at a glance while navigating around Salesforce. This will only apply when they're logged in to Agent for Salesforce.

Customer Request UI Change Availability GA
On toggle

Agent Embedded for All CRMs

Desktop Profiles Generally Available

Currently, desktop profiles are in controlled release. In this release, they will be generally available.

Desktop profiles will allow you to customize the agent experience using:

  • Settings to enable and disable apps such as Contact History icon, a clock with an arrow pointing backwards., Queue Counter icon, stacked items in a container., and Schedule icon, a calendar..

  • Settings to configure what agents can do in the Directory icon, a notebook with a picture of a person on it..

  • Settings to configure what types of outbound calling agents can do.

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

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

You will be able to access desktop profiles by navigating to Agent Integrations icon: an orange gear with three arrows inside. > Desktop Profiles. After you create and configure desktop profiles, you will be able to assign them to teams of agents.

Customer Request UI Change Availability GA
On toggle

Conversations

Conversations will be a new app available inside Agent Embedded. It will allow agents to message supervisors and other agents without leaving the agent application. Agents will be able to chat one-on-one and in groups. Conversations will allow agents to collaborate quickly and effectively to resolve customer issues.

To enable Conversations for agents, you will turn on a setting in their desktop profile.

Customer Request UI Change Availability GA
On toggle

Support for Divisions

Agent Embedded will support divisions. If divisions are enabled, agents will only be able to access employees, teams, and skills in that division. Agents will also select a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. when starting a new outbound SMS or WhatsApp message. This will align with outbound calling. If divisions are not enabled, they'll select a digital point of contact for outbound SMS and WhatsApp. This is the current experience.

In this release, divisions are available to new customers only. For more details, select the Global Changes filter on the top right.

Customer Request UI Change Availability GA
On toggle

Updates to Desk

CXone Mpower Desk unifies customer data, interaction history, and workflows into a single, intelligent workspace directly inside the agent application. In this release, Desk users will see improved visibility into customer history, streamlined agent tasks, and simplified management of customer data. New features will include:

Updates to Enhanced Customer Card

In this release, CXone Mpower Enhanced Customer Card will include these features:

Improvements to the Voice Interaction Experience:

The following changes will be made to the voice interaction experience in Agent Embedded:

Enhancements to Approval Workflows

The following changes will be made to the approval workflow experience for digital channels in Agent Embedded:

Enhancements to the CRM Integration Experience

The following changes will be made to the CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. integration experience for Agent Embedded:

Support for New Quick Responses

A new Quick Responses page will be available in the ACD application. It will replace the current Quick Responses and Rich Messages pages. The quick responses you configure there will appear in Agent Embedded. You will be able to assign those quick responses to skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. as well as digital points of contact. Agent Embedded will be able to display more than 1000 of these new quick responses.

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

Customer Request UI Change Availability CR
On toggle

Configure Extra ACW Time for Specific Agents

You will be able to give certain agents extra after-contact workClosed State that allows an agent to complete work requirements after finishing an interaction. (ACW) time for calls, voicemails, and work items. This will be useful for agents with accessibility requirements.

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

Customer Request UI Change Availability GA
On deploy

Limit Total Size of Attachments

Currently, agents can attach files that are up to 40 MB each. In this release, they will be able to attach files that are up to 100 MB each. The size limit for all the files attached to a digital message or email will also be 100 MB. So, agents will be able to attach one 100 MB file, or two 50 MB files, and so on. However, some digital channels may have lower size limits. If they do, the message or email will fail to send. Agents will receive an error message about file size.

Customer Request UI Change Availability GA
On toggle

Accessibility Improvements

The following enhancements will be made to align Agent Embedded with WCAG 2.2 AA standards:

  • Consistent and intuitive keyboard navigation.

  • Alt text for all non-text content.

  • Responsive content across resolutions and screen sizes.

  • Error prevention measures for forms, including input validation and contextual error messages

  • Color contrast ratios for text approved by WAVE tool

  • JAWS and NVDA screen reader testing and verification

  • Dragon voice command testing and verification

  • Support for additional accessibility tools, including ZoomText

Accessibility testing will only be performed on desktop, not mobile.

Customer Request UI Change Availability GA
On toggle

Voice Authentication in Custom Workspace

Currently, the voice authentication interface appears in a new browser tab. In this release, it will appear inside Agent Embedded as a custom workspace. This will be a more convenient, integrated location.

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

Customer Request UI Change Availability CR
On deploy

Preview Images in Emails

Agents will be able to click inline images in emails to preview them.

Customer Request UI Change Availability GA
On toggle

New Removed from Status Drop-Down

New will be removed from the Status drop-down on the Interactions tab in Search icon, a magnifying glass.. Agents cannot change the status of an interactionClosed 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 New.

Customer Request UI Change Availability GA
On deploy

New Regional Availability

Agent Embedded will be available in the US East (NA3) region.

Customer Request UI Change Availability GA
On deploy

Agent SDK

Context Switching

One-way context switching will be available in agent apps built for Microsoft Dynamics using the Agent SDK. When agents open a session in Microsoft Dynamics, the matching interaction will open in the agent application.

Session indicators will be available for the other direction. When agents open an interaction in the agent application, a blue dot will appear next to the matching Microsoft Dynamics session.

These features will apply to both voice and digitalClosed Any channel, contact, or skill associated with Digital Experience. interactions. They will only work in Microsoft Dynamics CIF v2.0.

Customer Request UI Change Availability GA
On toggle

Agent for Microsoft Teams

Desktop Profiles Generally Available

Currently, desktop profiles are in controlled release. In this release, they will be generally available.

Desktop profiles will allow you to customize the agent experience using:

  • Settings to enable and disable apps such as Contact History icon, a clock with an arrow pointing backwards., Queue Counter icon, stacked items in a container., and Schedule icon, a calendar..

  • Settings to configure what agents can do in the Directory icon, a notebook with a picture of a person on it..

  • Settings to configure what types of outbound calling agents can do.

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

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

You will be able to access desktop profiles by navigating to Agent Integrations icon: an orange gear with three arrows inside. > Desktop Profiles. After you create and configure desktop profiles, you will be able to assign them to teams of agents.

Customer Request UI Change Availability GA
On toggle

Conversations

Conversations will be a new app available inside Agent for Microsoft Teams. It will allow agents to message supervisors and other agents without leaving the agent application. Agents will be able to chat one-on-one and in groups. Conversations will allow agents to collaborate quickly and effectively to resolve customer issues.

To enable Conversations for agents, you will turn on a setting in their desktop profile.

Customer Request UI Change Availability GA
On toggle

Support for Divisions

Agent for Microsoft Teams will support divisions. If divisions are enabled, agents will only be able to access employees, teams, and skills in that division. Agents will also select a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. when starting a new outbound SMS or WhatsApp message. This will align with outbound calling. If divisions are not enabled, they'll select a digital point of contact for outbound SMS and WhatsApp. This is the current experience.

In this release, divisions are available to new customers only. For more details, select the Global Changes filter on the top right.

Customer Request UI Change Availability GA
On toggle

Updates to Desk

CXone Mpower Desk unifies customer data, interaction history, and workflows into a single, intelligent workspace directly inside the agent application. In this release, Desk users will see improved visibility into customer history, streamlined agent tasks, and simplified management of customer data. New features will include:

Updates to Enhanced Customer Card

In this release, CXone Mpower Enhanced Customer Card will include these features:

Improvements to the Voice Interaction Experience:

The following changes will be made to the voice interaction experience in Agent for Microsoft Teams:

Enhancements to Approval Workflows

The following changes will be made to the approval workflow experience for digital channels in Agent for Microsoft Teams:

Enhancements to the CRM Integration Experience

The following changes will be made to the CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. integration experience for Agent for Microsoft Teams:

Support for New Quick Responses

A new Quick Responses page will be available in the ACD application. It will replace the current Quick Responses and Rich Messages pages. The quick responses you configure there will appear in Agent for Microsoft Teams. You will be able to assign those quick responses to skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. as well as digital points of contact. Agent for Microsoft Teams will be able to display more than 1000 of these new quick responses.

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

Customer Request UI Change Availability CR
On toggle

Configure Extra ACW Time for Specific Agents

You will be able to give certain agents extra after-contact workClosed State that allows an agent to complete work requirements after finishing an interaction. (ACW) time for calls, voicemails, and work items. This will be useful for agents with accessibility requirements.

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

Customer Request UI Change Availability GA
On deploy

Limit Total Size of Attachments

Currently, agents can attach files that are up to 40 MB each. In this release, they will be able to attach files that are up to 100 MB each. The size limit for all the files attached to a digital message or email will also be 100 MB. So, agents will be able to attach one 100 MB file, or two 50 MB files, and so on. However, some digital channels may have lower size limits. If they do, the message or email will fail to send. Agents will receive an error message about file size.

Customer Request UI Change Availability GA
On toggle

Accessibility Improvements

The following enhancements will be made to align Agent for Microsoft Teams with WCAG 2.2 AA standards:

  • Consistent and intuitive keyboard navigation.

  • Alt text for all non-text content.

  • Responsive content across resolutions and screen sizes.

  • Error prevention measures for forms, including input validation and contextual error messages

  • Color contrast ratios for text approved by WAVE tool

  • JAWS and NVDA screen reader testing and verification

  • Dragon voice command testing and verification

  • Support for additional accessibility tools, including ZoomText

Accessibility testing will only be performed on desktop, not mobile.

Customer Request UI Change Availability GA
On toggle

Voice Authentication in Custom Workspace

Currently, the voice authentication interface appears in a new browser tab. In this release, it will appear inside Agent for Microsoft Teams as a custom workspace. This will be a more convenient, integrated location.

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

Customer Request UI Change Availability CR
On deploy

Preview Images in Emails

Agents will be able to click inline images in emails to preview them.

Customer Request UI Change Availability GA
On toggle

New Removed from Status Drop-Down

New will be removed from the Status drop-down on the Interactions tab in Search icon, a magnifying glass.. Agents cannot change the status of an interactionClosed 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 New.

Customer Request UI Change Availability GA
On deploy

New Regional Availability

Agent for Microsoft Teams will be available in the US East (NA3) region.

Customer Request UI Change Availability GA
On deploy

Agent SDK

Context Switching

One-way context switching will be available in agent apps built for Microsoft Dynamics using the Agent SDK. When agents open a session in Microsoft Dynamics, the matching interaction will open in the agent application.

Session indicators will be available for the other direction. When agents open an interaction in the agent application, a blue dot will appear next to the matching Microsoft Dynamics session.

These features will apply to both voice and digitalClosed Any channel, contact, or skill associated with Digital Experience. interactions. They will only work in Microsoft Dynamics CIF v2.0.

Customer Request UI Change Availability GA
On toggle

Agent for Service Cloud Voice

Transfer Callbacks

Currently, agents cannot transfer callbacks in Agent for SCV. In this release, they will be able to transfer callbacks to agents, skills, queues, and external numbers. Full call context will be maintained.

Customer Request UI Change Availability GA
On deploy

Transcripts for Refused and Abandoned Calls

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

Customer Request UI Change Availability GA
On deploy

Agent Integrated

Desktop Profiles Generally Available

Currently, desktop profiles are in controlled release. In this release, they will be generally available.

Desktop profiles will allow you to customize the agent experience using:

  • Settings to enable and disable apps such as Contact History icon, a clock with an arrow pointing backwards., Queue Counter icon, stacked items in a container., and Schedule icon, a calendar..

  • Settings to configure what agents can do in the Directory icon, a notebook with a picture of a person on it..

  • Settings to configure what types of outbound calling agents can do.

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

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

You will be able to access desktop profiles by navigating to Agent Integrations icon: an orange gear with three arrows inside. > Desktop Profiles. After you create and configure desktop profiles, you will be able to assign them to teams of agents.

Customer Request UI Change Availability GA
On toggle

Conversations

Conversations will be a new app available inside Agent Integrated. It will allow agents to message supervisors and other agents without leaving the agent application. Agents will be able to chat one-on-one and in groups. Conversations will allow agents to collaborate quickly and effectively to resolve customer issues.

To enable Conversations for agents, you will turn on a setting in their desktop profile.

Customer Request UI Change Availability GA
On toggle

Support for Divisions

Agent Integrated will support divisions. If divisions are enabled, agents will only be able to access employees, teams, and skills in that division. Agents will also select a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. when starting a new outbound SMS or WhatsApp message. This will align with outbound calling. If divisions are not enabled, they'll select a digital point of contact for outbound SMS and WhatsApp. This is the current experience.

In this release, divisions are available to new customers only. For more details, select the Global Changes filter on the top right.

Customer Request UI Change Availability GA
On toggle

Updates to Desk

CXone Mpower Desk unifies customer data, interaction history, and workflows into a single, intelligent workspace directly inside the agent application. In this release, Desk users will see improved visibility into customer history, streamlined agent tasks, and simplified management of customer data. New features will include:

Updates to Enhanced Customer Card

In this release, CXone Mpower Enhanced Customer Card will include these features:

Improvements to the Voice Interaction Experience:

The following changes will be made to the voice interaction experience in Agent Integrated:

Enhancements to Approval Workflows

The following changes will be made to the approval workflow experience for digital channels in Agent Integrated:

Enhancements to the CRM Integration Experience

The following changes will be made to the CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. integration experience for Agent Integrated:

Support for New Quick Responses

A new Quick Responses page will be available in the ACD application. It will replace the current Quick Responses and Rich Messages pages. The quick responses you configure there will appear in Agent Integrated. You will be able to assign those quick responses to skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. as well as digital points of contact. Agent Integrated will be able to display more than 1000 of these new quick responses.

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

Customer Request UI Change Availability CR
On toggle

Configure Extra ACW Time for Specific Agents

You will be able to give certain agents extra after-contact workClosed State that allows an agent to complete work requirements after finishing an interaction. (ACW) time for calls, voicemails, and work items. This will be useful for agents with accessibility requirements.

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

Customer Request UI Change Availability GA
On deploy

Limit Total Size of Attachments

Currently, agents can attach files that are up to 40 MB each. In this release, they will be able to attach files that are up to 100 MB each. The size limit for all the files attached to a digital message or email will also be 100 MB. So, agents will be able to attach one 100 MB file, or two 50 MB files, and so on. However, some digital channels may have lower size limits. If they do, the message or email will fail to send. Agents will receive an error message about file size.

Customer Request UI Change Availability GA
On toggle

Accessibility Improvements

The following enhancements will be made to align Agent Integrated with WCAG 2.2 AA standards:

  • Consistent and intuitive keyboard navigation.

  • Alt text for all non-text content.

  • Responsive content across resolutions and screen sizes.

  • Error prevention measures for forms, including input validation and contextual error messages

  • Color contrast ratios for text approved by WAVE tool

  • JAWS and NVDA screen reader testing and verification

  • Dragon voice command testing and verification

  • Support for additional accessibility tools, including ZoomText

Accessibility testing will only be performed on desktop, not mobile.

Customer Request UI Change Availability GA
On toggle

Voice Authentication in Custom Workspace

Currently, the voice authentication interface appears in a new browser tab. In this release, it will appear inside Agent Integrated as a custom workspace. This will be a more convenient, integrated location.

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

Customer Request UI Change Availability CR
On deploy

Preview Images in Emails

Agents will be able to click inline images in emails to preview them.

Customer Request UI Change Availability GA
On toggle

New Removed from Status Drop-Down

New will be removed from the Status drop-down on the Interactions tab in Search icon, a magnifying glass.. Agents cannot change the status of an interactionClosed 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 New.

Customer Request UI Change Availability GA
On deploy

New Regional Availability

Agent Integrated will be available in the US East (NA3) region.

Customer Request UI Change Availability GA
On deploy

Agent SDK

Context Switching

One-way context switching will be available in agent apps built for Microsoft Dynamics using the Agent SDK. When agents open a session in Microsoft Dynamics, the matching interaction will open in the agent application.

Session indicators will be available for the other direction. When agents open an interaction in the agent application, a blue dot will appear next to the matching Microsoft Dynamics session.

These features will apply to both voice and digitalClosed Any channel, contact, or skill associated with Digital Experience. interactions. They will only work in Microsoft Dynamics CIF v2.0.

Customer Request UI Change Availability GA
On toggle

API

Configure After Contact Work at an Agent Level

You will be able to configure after contact work (ACW) settings for individual agents. This is a set amount of time at the end of an interaction, allowing the agent time to complete tasks like entering notes.

Several agent APIs will include the following new fields:

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

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

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

Customer Request UI Change Breaking Change Impacted Versions V34 Availability GA
On deploy

Create Data Policy API to Support GDPR Deletion

You will be able to create GDPR_DELETION data policies with POST /policies . In the CXone Mpower UI, this type of policy is called Data Erasure.

Customer Request UI Change Breaking Change Impacted Versions V1 Availability GA
On deploy

APIs to Support Divisions

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

PUT /hours-of-operation/{hoursOfOperationProfileId}/skills

GET /dispositions/{dispositionId}/skills

POST /teams/{teamId}/agents

DELETE /teams/{teamId}/agents

PUT /teams/{teamId}

GET /teams/{teamId}

POST /teams

https://nice-ce-cxone-prod.atlassian.net/browse/IDE-3723 (CURRENTLY NEW AS OF MID-DEC '25)

GET /teams

GET /teams/{teamId}/agents

GET /teams/agents

POST /skills

PUT /skills/{skilIId}

GET /agents/skills-download

POST /campaigns

PUT /campaigns/{campaignId}

GET /campaigns/{campaignId}

GET /campaigns

DELETE /campaigns/{campaignId}/skills

POST /campaigns/{campaignId}/skills

GET /campaigns/{campaignId}/skills

GET /campaigns/{campaignId}/skills/unassigned

PATCH /campaigns/{campaignId}/status

GET /agents/extended

GET /campaigns/{campaignId}

PUT /campaigns/{campaignId}

GET /division-management/v1/division/{divisionId}

GET /interaction-analytics-gateway/v2/segments/analyzed

GET /interaction-analytics-gateway/v2/segments/{segmentId}/analyzed-transcript

GET /dispositions/skills

GET /skills/{skillId}/dispositions/unassigned

POST /skills/{skillId}/tags

DELETE /skills/{skillId}/tags

GET /teams/{teamId}/unavailable-codes

POST /teams/{teamId}/unavailable-codes

PUT /teams/{teamId}/unavailable-codes

DELETE /teams/{teamId}/unavailable-codes

GET /agents

GET /agents/{agentId}

GET /agents/{agentId}

GET /scripts/promote-scripts

POST /scripts/copy-scripts

GET /scripts/compare

GET /scripts/advanced-search

GET, PUT, POST, and DELETE /scripts

GET /script-folders

GET /scripts/search

POST /scripts/start

GET /scripts/find

POST /scripts/kick

GET /scripts/historyByName

GET /data-extraction/v1/jobs

POST /data-extraction/v1/jobs

GET /data-extraction/v1/jobs/{jobId}

Customer Request UI Change Breaking Change Impacted Versions V34 Availability GA
On toggle

Hours of Operation APIs to Support Service Tokens

Currently, the GET /hours-of-operation and GET /hours-of-operation/{hoursOfOperationProfileId} APIs only support access tokens for authentication. In this release, these two APIs will also accept service tokens. This will improve flexibility and allow service-to-service authentication.

Customer Request UI Change Breaking Change Impacted Versions V1 Availability GA
On deploy

Enable Rejection Notes and Access Draft History

Currently, if a message from a digitalClosed Any channel, contact, or skill associated with Digital Experience. channel is denied in CXone Mpower Agent, the submitting agent does not get a reason. In this release,a new API will let you add rejection notes when denying a draft and retrieve draft history. This will give agents clear feedback on why a draft was rejected and improve visibility in the approval process. It will reduce the need for side communication. Agents will access these notes and draft history directly through the API for compliance and audit purposes.

Customer Request UI Change Breaking Change Impacted Versions V1 Availability GA
On deploy

Multiple Parallel Screen Recordings

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

Customer Request UI Change Breaking Change Impacted Versions V1 Availability GA
On deploy

New Error Status for Screen Recording

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

Customer Request UI Change Breaking Change Impacted Versions V1 Availability GA
On deploy

New Voice Biometrics Hub APIs

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

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

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

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

Customer Request UI Change Breaking Change Impacted Versions V1 Availability CR
On deploy

New BCP Correlation API

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

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

Customer Request UI Change Breaking Change Impacted Versions V1 Availability GA
On deploy

New Feedback API

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

Customer Request UI Change Breaking Change Impacted Versions V1 Availability GA
On deploy

Attendant

Transfer to Offline Agent Voicemail

Currently, agents are unable to transfer calls to another agent’s voicemail if that agent is logged out. This limitation creates a gap in service, because callers cannot leave messages for unavailable agents. In this release, agents will be able to transfer calls directly to the voicemail of offline agents. This will help ensure important messages are delivered even when real-time handoff is not possible, improving the caller experience. You will be able to enable or disable this feature at the agent level.

This feature will only be only available with Attendant Plus.

Customer Request UI Change Availability GA
On deploy

Autopilot

Regional Availability

In this release, Autopilot will be available for Sovereign Cloud configurations in Australia Sovereign Cloud (AUSov), FedRAMP, and UK Sovereign Cloud (UKSov). This expansion ensures that customers operating in these regions can leverage Autopilot capabilities while meeting compliance and security requirements specific to their environments.

Customer Request UI Change Availability GA
On deploy

AutoSummary

Retry AutoSummary in Outcome Panel and AutoSummary Card

In this release, you will be able to retry AutoSummary if it times out and cannot generate a summary. When AutoSummary times out, the Notes field will become editable, and a Retry button will appear. You will be able to click Retry up to three times to fetch the summary again. If the retry succeeds, the Notes field will be updated with the new summary and the Retry button will disappear. If all retries fail, you will be able to see a message saying, “We cannot retrieve the summary right now" and you can continue typing your notes manually.

Customer Request UI Change Availability GA
On deploy

AutoSummary Support Added in Australia Sovereign Cloud

In this release, you will be able to use Copilot and AutoSummary in the Australia Sovereign Cloud to meet local security and compliance requirements for public sector and healthcare environments. As part of this enhancement, you will have access to AutoSummary, within the Australia Sovereign setup.

This release will focus on Copilot without knowledge or actions. Features like Knowledge Hub, CXone Mpower Agents (Task Assist/ Bot Builder), and Autopilot Knowledge will be introduced in future updates.

Customer Request UI Change Availability GA
On deploy

Copilot for Engagement Hub: Multi- ACD Support

In this release, you will be able to use Copilot for Engagement Hub with third-party ACDs like Avaya or Cisco, even if your contact centerClosed A complete, unified, cloud-native contact center platform offered on a subscription basis. does not use CXone Mpower.

You will be able to log in to your ACD and then to Copilot, which will provide real-time summaries, sentiment analysis, and guidance during calls. After each call, you will be able to review and edit summaries, and Copilot will generate an AutoSummary for quick review. You will also have access to Observability Dashboard to track usage and performance.

Customer Request UI Change Availability GA
On deploy

Business Continuity Plan

Business Continuity Plan Generally Available

Business Continuity Plan provides a secondary CXone Mpower system as a backup. You can switch to the backup system to keep your contact center running during an emergency, like an outage or regional failure.

In this release, Business Continuity Plan will be generally available.

Customer Request UI Change Availability GA
On toggle

Additional Components to Sync from Primary to BCP Tenant

To ensure that your BCP tenant stays up to date, you can sync data from your primary to BCP tenant. This also prevents you from manually managing two tenants. However, not everything from your primary system can be synced.

In this release, dispositions, hours of operation, and voice points of contact will be able to sync.

ACD Admin Studio
Agent Settings (ACD Users) Roles Files
Business Unit Settings Teams Scripts
Dispositions (coming in 26.1) Users (Employees)  
Hours of Operation (coming in 26.1)    
Skills    
Voice Points of Contact (coming in 26.1)    
Customer Request UI Change Availability GA
On deploy

Sync Dashboard

A dashboard will let you monitor data that syncs from your primary to BCP system. It will also let you manually retry a sync if it fails.

Customer Request UI Change Availability GA
On toggle

User Access and Login Page Updates

Currently, all user accounts sync to the BCP tenant. This means that when BCP is enabled, all users can access the BCP tenant. It also means that administrators cannot log in to the BCP tenant unless BCP is enabled, or if they have a unique account on the BCP tenant.

In this release, you will be able to specify which user accounts you want to sync to the BCP tenant and the type of access that each user has:

  • No Access: The user account does not sync and does not have access to the BCP tenant.

  • Single Access: The user account syncs to the BCP tenant and can only access whichever tenant is active. So, they can only log in to the BCP tenant when you've switched to the BCP tenant and it's active.

  • Multiple Access: The user account syncs to the BCP tenant and can choose which tenant to log in to. This type of access should be given to administrators, who you want to be able to log in to the BCP tenant at any time. These users will have an updated login page. When logging in, a selector will let them choose between the primary and BCP tenant. This selector will also show which tenant is currently active.

Access will be given to each individual employee. You will be able to do so in the employee bulk upload template, or a new BCP tab in employee profiles.

If you already have BCP enabled and set up, all of your employees will automatically have no access by default. This means you will need to give access to your desired users after this update becomes available in your tenant.

Customer Request UI Change Availability GA
On toggle

New BCP Correlation API

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

Customer Request UI Change Breaking Change Impacted Versions V1 Availability GA
On deploy

Cloud Storage Services

Regional Availability

Cloud Storage Services will be available in the US East (NA3) region.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Cognigy AI

Elevate Customer Experience with Cognigy AI + CXone Mpower

In this release, you will be able to elevate customer experience as Cognigy AI becomes fully integrated with the CXone platform. This integration unlocks advanced capabilities for delivering exceptional, agentic, multimodal experiences across voice and digital channels.

  • Enjoy Seamless Cognigy AI Integration with CXone

    Manage all your conversational AI solutions in one unified environment—simplifying workflows, accelerating innovation, and enabling end-to-end automation that fully resolves customer needs.

  • Deploy Regionally for Speed and Scale

    Bring Cognigy AI closer to your customers by deploying in specific regions to reduce latency, deliver lightning-fast experiences, and scale effortlessly for different geographies—all while managing access, billing, reporting, and development within CXone.

  • Create Smarter Voice Journeys with Advanced Conversational AI

    Deliver intelligent voice experiences with real-time interactions for instant information sharing and smooth agent handoffs. With Cognigy Voice AI Agents, conduct empathetic, human-like conversations that scale and handle complex tasks such as, re-bookings, payments, and status updates without agent intervention.

  • Engage Customers Across Digital Channels

    Launch AI-powered chat experiences via Virtual Agent Hub across web chat, WhatsApp, SMS Messaging, and more—enriched with rich media and Adaptive Cards for interactive journeys. Customers can start on one channel and continue on another without losing context, ensuring a seamless omnichannel experience.

  • Simplify Administration through User Hub

    Manage Cognigy AI directly through User Hub for streamlined role management and environment control.

Transforming Customer Experience with Conversational AI

Challenge

Traditional IVR systems often frustrate customers with long menus and extended wait times. For example, a customer calling a logistics company to locate a package faces a 12-minute wait and multiple menu options before reaching an agent.

Solution

By implementing a Cognigy AI agent, the logistics company replaces the standard IVR with an intelligent, conversational experience. Instead of waiting in line, customers interact instantly with an AI agent that understands natural language and resolves queries in real time.

Agentic AI allows Cognigy AI agents to think, adapt, and act independently without knowing the exact next step – grounded in your enterprise knowledge and governed by your business rules. It means they are better able to address compound or complex customer needs while leveraging built-in memory to tailor each conversation to the specific customer. Agentic AI agents can seamlessly hand off and coordinate with other AI agents behind the scenes, determining what steps are needed to resolve customer issues effectively. Additionally, customers can interact across multiple channels seamlessly starting a conversation on one channel and continuing on another without losing context.

Example Scenario

Customer Need: Locate a package after receiving a delivery notification.

Old Experience: Navigate IVR menus → Wait 12 minutes → Speak to an agent.

New Experience:

  • Customer says on WhatsApp: “I got a delivery notification but can’t read the address.”

  • Virtual agent verifies details (tracking number, order number).

  • Instantly provides pickup location and sends a Google Maps link to the customer’s phone.

  • Later, the customer switches to the company’s web chat to check delivery status. The virtual agent continues the conversation from where it left off—no need to repeat details.

  • If needed, the agentic flow suggests next steps proactively, such as scheduling a pickup or reporting an issue.

The implementation of Conversational AI delivers measurable results: wait times drop and can be near-instant resolution, ensuring customers get answers without frustration. Customer satisfaction soars thanks to personalized, natural interactions that feel effortless. At the same time, businesses gain greater operational efficiency, as fewer calls need to be routed to human agents—freeing up resources and reducing costs.

 

Customer Request UI Change Availability GA
On deploy

Copilot for Agents

Cognigy AI Integration for Task Assist

In this release, Cognigy AI will be introduced as the new workflow engine for Agent Copilot Task Assist. You will be able to trigger workflows defined in Cognigy AI through Virtual Agent Hub, with support for both single-step and multi-step workflows.

When you select a workflow, you will be able to view an Adaptive Card prefilled with contextual data, which you will be able to edit and execute effortlessly. As an admin, you will be able to define and publish workflows directly in Cognigy AI and map them to Copilot Task Assist profiles using the same process you followed with respect to Bot Builder. You will also be able to manage field mappings for pre-fill, add descriptions, and control workflow visibility in the Copilot user interface, without any changes to the existing admin interface in phase 1.

Customer Request UI Change Availability GA
On deploy

Manage Copilot Elements Through Admin User Interface

In this release, you will be able to create and manage Copilot Elements through a new Admin Interface. This feature will let you add, edit, duplicate, activate, or deactivate elements such as Text Cards and decision tree element. You will also be able to define Copilot Rules to control when these elements appear, set priorities, and reorder rules easily.

To ensure transparency, you will have access to an Audit History that tracks all changes and allows you to run reports for specific date ranges. These enhancements will give you greater flexibility to customize agent workflows, improve productivity, and maintain full control over configurations.

Customer Request UI Change Availability GA
On deploy

Copilot for Supervisors

Additional Language Support in Conversational Panel

The Conversational Panel will support English, Brazilian Portuguese, and French for all data, insights, and error messages. You will be able to view information in your preferred supported language based on your browser locale settings. The responses to your queries will be provided in the same language as your questions.

If your browser locale is configured to a language that isn't English, Brazilian Portuguese, or French, the system will display a message indicating that the selected language is not supported.

Customer Request UI Change Availability GA
On toggle

Dashboard

Migration of New Reports

You will have access to 12 additional prebuilt reports on the Reports page of the Dashboard application.

Customer Request UI Change Availability GA
On deploy

Tenant Segmentation

New tenants will be able to segment data by tenant to support BPO use cases. ACD and QM Dashboards, as well as prebuilt reports, will display data filtered by division, making it easier to manage visibility and control across your organization.

Customer Request UI Change Availability GA
On deploy

Dashboard and Reports Enhancements

You will get a simpler way to manage your reports. A new Favorites tab will let you quickly access the reports you use most.

Customer Request UI Change Availability GA
On deploy

Report Subscription and Scheduling

You will be able to subscribe to reports and set delivery schedules. You can choose how often reports are sent, pick delivery times, and add subscribers. You will also be able to edit or delete subscriptions for full control.

Customer Request UI Change Availability GA
On deploy

Accessibility Improvements

We will introduce improvements to accessibility that follow WCAG 2.2 AA specifications. These updates will make colors easier to see, improve keyboard navigation, and support screen readers. This will help meet accessibility standards and make the dashboard easier for everyone to use.

Customer Request UI Change Availability GA
On deploy

Dashboard Role-Based Views

Dashboards will provide tailored views for each role. Agents will see their own metrics, supervisors will view team performance, and managers will track organizational trends. This feature will require an Insights PM license.

Customer Request UI Change Availability GA
On deploy

Advanced AI Usage Report for Quality Management

The new Quality Management Advanced AI Usage report will provide visibility into how Auto Score and Evaluation Summary are used under Quality Management Advanced AI. It will include daily aggregated data, sortable tables, and export options for deeper insights.

Customer Request UI Change Availability GA
On deploy

Coaching Statuses Metric

You will be able to track the status of all coaching sessions in one place. This feature will show whether a session is in draft, awaiting acknowledgment, completed, overdue, scheduled, assigned, or expired. You will also be able to filter by coaching type, behavior, status, and focus area. These options will help you monitor overdue sessions, follow up on pending acknowledgments, and keep your coaching records accurate.

Customer Request UI Change Availability GA
On deploy

Desktop Discovery

Real Time Adherence

The Desktop Discovery Client will send the agent’s activity, such as the application being used, in real-time, to the WFM IEX application. This will allow managers to verify in real time whether agents adhere to their WFM-planned shift tasks.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Virtual Desktop Infrastructure (VDI) Support

The Desktop Discovery Client will be certified on the specific VDIs.

Customer Request UI Change Availability GA
On deploy

Team Details View

The users will be able to drill down to the team level and view the configurations applied to each Desktop Discovery Client.

Customer Request UI Change Availability GA
On deploy

New Data Share View

A new Data Share view will associate Desktop Discovery data with the corresponding Contact ID. Customers who have purchased CXone Data Share will be able to access this view, allowing them to consume desktop activity data linked to a specific call or chat.

Customer Request UI Change Availability GA
On deploy

Troubleshooting

A new Log Uploading section will be added to the client configuration. This feature will allow the NiCE Internal Support team to troubleshoot issues more effectively. See Configuration Update section.

Customer Request UI Change Availability GA
On deploy

Digital Experience

Priority Management Update for Digital Skills

Currently, priority management is configured differently for digital skills than other ACD skill types. Digital skills can use digital scripting or routing queue filters to configure priority management. Meanwhile, ACD skills use the Priority Management While in Queue field for all other Media Types besides Digital.

In this release, the Priority Management While in Queue field will be available in digital skills, just like in other ACD skill types. To make priority limits consistent, the Maximum Priority will default to 1000 for all skill types. You will now be able to manage priority for digital skills directly from ACD Skills, instead of completing configurations in multiple places. This will make the setup process easier.

For now, you will still be able to view and configure Filtered case priority in Routing Queues, but it's recommended to use the ACD skills page or Studio scripting instead.

Customer Request UI Change Availability GA
On deploy

Regional Availability

Digital Experience services will be available in South Africa and the US East Region.

Customer Request UI Change Availability GA
On toggle

Interactions Hub Integration

Digital Experience will integrate with Interactions Hub to enhance the management of sensitive data. This update will help identify and protect the anonymity of contactsClosed The person interacting with an agent, IVR, or bot in your contact center. and interactionsClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. It will also improve how GDPR (General Data Protection regulation) requests are handled. This update will include message content as well as any attachments. Applications such as Agent, Quality Management, Supervisor, will be able to search for digital messages, agents, contacts, and interactions more easily through Interactions Hub. This will improve data security and provide more control over data storage policies.

For more details, select the Interactions Hub filter on the top right.

Customer Request UI Change Availability GA
On deploy

Enable Rejection Notes and Access Draft History

Currently, if a message from a digital channel is denied in CXone Mpower Agent, the submitting agent does not get a reason. In this release, a new API will let you add rejection notes when denying a draft and retrieve draft history. This will give agents clear feedback on why a draft was rejected and improve visibility in the approval process. It will reduce the need for side communication. Agents will access these notes and draft history directly through the API for compliance and audit purposes.

Customer Request UI Change Availability GA
On deploy

Data Limits for Contacts and Message Export

You will be able to export contacts and messages with a limit of 100,000 rows per export. This will prevent performance issues and long wait times caused by exporting very large datasets. You will be able to see faster export times and receive only the first 100,000 filtered records when you run an export.

Customer Request UI Change Availability GA
On toggle

Support for Divisions

You will be able to restrict user data visibility to only the divisions they are authorized to view. This will enhance data security and compliance by ensuring users can access only the information relevant to their assigned divisions. In this release, divisions are available to new customers only.

For more details, select the Global Changes filter on the top right.

Customer Request UI Change Availability GA
On toggle

Microsoft Graph API Support for Custom SMTPs

Currently, Microsoft custom SMTP mail servers use OAuth 2.0 for authentication with CXone Mpower. In this release, CXone Email will support integration with Microsoft 365 through the Microsoft Graph API. This update will be supported for both inbound and outbound email. It will replace older protocols, improve reliability, and eliminate issues with OAuth limitations. It will also ensure faster and more secure email workflows.

You'll need help from your CXone Mpower Account Representative to configure these updates. You will also need to enter updated credentials to authenticate your custom SMTP server.

If you do not use a Microsoft custom SMTP email server, this change does not affect you.

Support for inbound emails will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Change Display Name for Custom SMTP

You will be able to add or change the display name for your custom SMTP email server. This will be possible from the CXone Email Edit settings.

Customer Request UI Change Availability GA
On deploy

Apple Messages for Business Support for Large Attachments

Agents will be able to send and receive messages as large as 100 MB. If a message from either the agent or contact exceeds this limit, an error message will display.

Customer Request UI Change Availability GA
On toggle

Apple Messages for Business Fallback URL for Form Messages

You will be able to send Form messages to contacts even if their device doesn't support rich content. If the Form message cannot be delivered in its original format, the system will send a fallback message. This fallback message will include a URL that lets contacts open the form in a web browser. This offers an alternative experience, so your messages reach everyone, including users on MacOS or older iOS and iPadOS versions. You won't have to worry about compatibility issues for Form messages.

Customer Request UI Change Availability GA
On toggle

WhatsApp Business Support for Name Variables in Template Bodies

Currently, CXone Mpower supports WhatsApp Business message templates only with numeric values. In this release, your approved WhatsApp Business message templates with name-type variables in the message body will also be visible in CXone Mpower. This will let you personalize messages with details like a contact’s name or an agent’s department. All message template setup happens in the WhatsApp Business Manager, not in CXone Mpower. All templates also go through WhatsApp's approval process. After templates are created and approved by WhatsApp, agents can view and select them to send to contacts.

Customer Request UI Change Availability GA
On toggle

Meta Channels Available for Australia and EU

The following Meta channels will be available for Sovereign cloud configurations in Australia and the EU:

  • Facebook

  • Facebook Messenger

  • Instagram

  • WhatsApp

Customer Request UI Change Availability GA
On toggle

Chat Redesign On by Default

You will be able to use the redesigned digital Chat interface as the default for all new channels. This will make adopting the new UI easier and prevent delays from custom CSS changes on the old interface. You will see the new design applied automatically when you create a channel. You will be able to disable the new UI, if you prefer to use the old design. A message will display to alert you to the change and give instructions for keeping the old design.

Customer Request UI Change Availability GA
On deploy

Mobile SDK

Send Transcript

The Mobile SDK will support sending chat transcripts by email. The options menu will let contacts choose from several options, including Send a Transcript. When they choose this option, they will need to enter their email. The platform will send their chat transcript as text in the email body.

This is an existing feature of DX chat that will expand to the Mobile SDK. You can set it up for either Live Chat or Chat Messaging channels. If you used the default UI module (CXoneChatUI), you will need to update the SDK to version 3.2.0 when it becomes available. If you used your own UI, your developers will need to integrate this feature from the SDK on their own.

Customer Request UI Change Availability GA
On deploy

Enhanced Strategic Planner

UK Public Cloud Availability (IEX Customers Only)

ESP will be available for deployment in the UK Public Cloud for NiCE WFM (IEX) customers. The configuration will support scalability, resiliency, and regional compliance. UK English will be supported.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On toggle

Feedback Management

PII Masking in Survey Comments

You will be able to automatically mask personally identifiable information (PII) in survey comments using AWS Comprehend entity detection. This will protect customer data and meet GDPR and CCPA requirements. Text comments will still display, but any sensitive details will be replaced with tags like [EMAIL] or [PHONE]. This way, the context stays clear while private information is hidden.

Customer Request UI Change Availability GA
On deploy

Survey Comment Translation

You will be able to translate survey comments with Amazon Translate. This option will keep all data inside the NiCE ecosystem for Sovereign Cloud Configurations and FedRAMP compliance. Google translation remains available.

Customer Request UI Change Availability GA
On deploy

Updated Tagging Management Pages

The pages used to manage tagging groups and monitor tag instances in Feedback Management will be redesigned. This will make it simpler to set up, monitor, and maintain text analytics tagging. The redesign will include streamlined layouts to improve usability for both professional services teams managing tagging configuration, and administrators monitoring tagging activity.

Customer Request UI Change Availability GA
On deploy

Feedback Text Analysis for Sovereign Regions and FedRAMP

A new native text analytics engine will be available for Sovereign Cloud Configurations and FedRAMP environments. It will keep all data within the NiCE ecosystem. This will help deliver secure topic and sentimentClosed Overall mood or result of the interaction as determined by analysis of words, phrases, and context of the transcript. analysis to meet strict compliance requirements.

Customer Request UI Change Availability CR
On deploy

New Feedback API

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

Customer Request UI Change Availability GA
On deploy

GenAI Prompt Editor

Use Variables to Copilot Prompts

In this release, you will be able to use variables inside prompts. A new Configuration tab will be introduced where you can enter test values for these variables. This feature will be supported only for Final Summary and KB Answers prompts.

Customer Request UI Change Availability GA
On deploy

Profile List Alphabetical Sorting in GenAI Prompt Editor

In this release, you will see profiles in the GenAI Prompt Editor sorted alphabetically (A–Z) instead of by creation date. This means you can quickly scan the list and find the profile you need, especially if you manage multiple profiles in your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

Customer Request UI Change Availability GA
On deploy

Multiple Default Profiles in GenAI Prompt Editor

Currently, you can set only one default profile. In this release, you can create multiple default profiles in the GenAI Prompt Editor to support different teams or use cases.

Customer Request UI Change Availability GA
On deploy

Guide

Introducing Remove Guide Template Action

In this release, you will be able to remove guide templates automatically when creating rules in Guide Admin. This action will remove templates based on rules even after a page has loaded. This will be useful if conditions change after you have loaded a page with a guide.

You can choose to remove one specific template or all templates at once. You will be able to find this feature in Guide Admin by creating a new rule - Guide Admin → Rules → New Rule + and selecting the Remove Guide Template action under Actions or by editing an existing rule.

This feature can be enabled without downtime, and existing template actions will remain unchanged.

Customer Request UI Change Availability GA
On deploy

Control Pre-Chat Form Caching in Guide Widget

Currently, the Guide Widget cached pre-chat form data by default. With this release, you can now control whether the pre-chat form caches data in the browser. A new initialization flag allows you to enable or disable caching. When caching is disabled, end users must re-enter pre-chat information for each new chat session.

Customer Request UI Change

Availability GA
On deploy

Integration Hub

Region Expansion

Integration Hub will be available in the FedRAMP and US East regions.

Customer Request UI Change Availability GA
On deploy

AWS Sigv4 Support

Integration Hub connectors will support AWS Sigv4. This will allow you to set up AWS-specific integrations. When creating the connector, you will be able to select this as your Media Type, ensuring that AWS accepts your authentication credentials.

Customer Request UI Change Availability GA
On deploy

Interaction Analytics

Support for Welsh Interactions

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

Customer Request UI Change Availability GA
On deploy

Support for Divisions

The IA API will support tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system. segmentation. This will enable you to restrict user data visibility in the IA API to only the divisions they are authorized to view. This will enhance data security and compliance. It will ensure users can access only the information relevant to their assigned divisions. You will be able to see IA API responses that include both the divisionId and the division name, providing clearer context for segmented data. In this release, divisions are available to new customers only.

For more details, select the Global Changes filter on the top right.

Customer Request UI Change Availability GA
On toggle

Accessibility Enhancements

Various enhancements will be made to make IA more accessible. This update will affect UI and functionalities across the following areas of IA:

  • Navigation

  • My Data page

  • Language Model

  • Categories and Category Optimization

  • Search page

  • Company Profile

  • Voice Transcript Corrections

  • Custom Sentiment

Customer Request UI Change Availability GA
On deploy

Transcription Update in IA

The post-call transcription used by IA will be upgraded to use Transcription v11. This upgrade will increase the accuracy of transcription and expand the list of supported languages to include those supported for Continuous Stream Transcription

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

Customer Request UI Change Availability CR
On toggle

Create Corpus from Search Page

You will be able to push search interaction results from IA directly to Analytics Hub as a new Topic AI corpus. This will make creating and managing corpora faster and easier. This will eliminate manual data collection. It will also enable more efficient workflows for users with Analytics Advanced or Analytics Premium licenses and Admin permissions. You will see a new Push to Corpus option in the search and workspace menus. You will use a modal to name your corpus and start the push. This will let you submit up to 10,000 sample segment IDs to the Topic AI API in one step, all within a familiar interface.

For more details, select the Topic AI Editor filter on the top right.

Customer Request UI Change Availability GA
On toggle

Interactions Hub - Data Policies

Data Policies Trial Experience for Data Erasure Users

Starting from the coming release, all customers will gain access to a new Data Policies trial experience. This experience will allow you to create one additional policy alongside unlimited use of the Data Erasure policy. Customers will be able to explore how data policies automate their work and get hands-on experience before upgrading to a full license.

.

Customer Request UI Change Availability GA
On toggle

Public API for Data Erasure Policies

You will be able to create Data Erasure policies using a public API. This will allow full automation of GDPR compliance and integration with your internal systems.

Customer Request UI Change Availability GA
On toggle

Date Type Support for Business Data Criteria

Policy criteria will support business data fields of type Date. You will be able to filter interactions by date using operators such as equals, greater than, less than, and between for precise searches.

Customer Request UI Change Availability GA
On toggle

Skills-Based Policy Criteria

Policy criteria will include Skills as an option. You will be able to apply compliance actions to interactions based on specific skills, such as outbound sales or loan delivery.

This feature will be available for all policy types except Data Erasure.

Customer Request UI Change Availability CR
On toggle

Knowledge Hub

Multi-Modal Content Support

In this release, you will be able to work with multi-modal content in Knowledge Hub, including images, PDFs, Excel, CSV, and document formats such as .doc, .pptx, and .txt. If your knowledge articles are embedded with images, tables, etc. or you have documents attached to your articles, GenAI will now be able to answer questions based on these media types and files, ensuring Copilot and Autopilot can extract and utilize data from multiple sources for comprehensive and accurate responses.

Additionally, you can access and share attached content—such as images and PDFs—directly through Copilot for Agents, making these resources searchable and retrievable during interactions. Copilot includes links to attached content in its answers and displays thumbnail previews within Knowledge Hub responses. If an image has a publicly accessible URL, Copilot can render it as a thumbnail. You can share these resources with customers either by sending the asset directly or by providing its public link.

Customer Request UI Change Availability GA
On deploy

AWS Q Business (Q-Index) Integration with Knowledge Hub

In this release, you will be able to connect your AWS Q Business (Q-Index) knowledge base directly to Knowledge Hub without duplicating data or storing it in CXone Mpower. This integration will let you use your Amazon Q Business Q-Index as a primary knowledge source. You will configure Q-Index as a knowledge source in Knowledge Hub, and Copilot and Autopilot will retrieve answers from your AWS Q Business-managed vector database without requiring data migration.

In the Knowledge Hub user interface, you will be able to select the source type such as Ingest Content into Knowledge Hub or Connect Amazon Q Business (Q-Index). When you select Connect Amazon Q Business, you will need to configure settings specific to your Amazon Q Business application, including Application ID, Retriever ID, Access Resource Name, Application Location, and IDC location. Copilot profiles will also be able to support filters and max results similar to current configurations.

Customer Request UI Change Availability GA
On deploy

Bring Your Own Retrieval-Augmented Generation (RAG) for Knowledge Hub

In this release, you will be able to use your own RAG solution as a knowledge source instead of relying only on Knowledge Hub. Currently, Copilot and Autopilot pull answers from the Knowledge Hub . With this feature, you will be able to connect to your own RAG system like your own home-built RAG or some third-party RAG through API integration. As part of this enhancement, in the Copilot for Agents Profile, you will see a dropdown menu with three options: Knowledge Hub, Bring Your Own RAG – Retrieve, and Bring Your Own RAG – Retrieve & Generate. This means you can integrate external knowledge systems without migrating data into the Knowledge Hub.

Customer Request UI Change Availability GA
On deploy

Support for Multiple Knowledge Sources

Knowledge Hub ingests and stores knowledge from the knowledge source of your choice. In this release, Knowledge Hub will support Business Optix knowledge source.

Customer Request UI Change Availability GA
On deploy

Query Disambiguation in Knowledge Hub

In this release, Knowledge Hub will help you make Copilot and Autopilot responses more accurate and conversational. Currently, when you ask a question with multiple possible answers, Copilot and Autopilot guess or show all answers at once. With this update, Copilot and Autopilot will be able to detect ambiguity in your question, ask a clarifying question, for example, “Did you mean X or Y?”, and use your response to deliver the most relevant answer. This will ensures your agents and customers get clear, accurate, and context-aware answers.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Migrated Calls

Migrated Search Results Pagination Enhancements

A new simplified pager interface will be introduced in Migrated Interactions Search. The pager shows your current page and includes Previous, Next, and First Page buttons. Data loads incrementally, showing 500 entries per page, for faster performance.

Customer Request UI Change Availability GA
On deploy

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

Support for Two Avaya Telephony Systems in One Tenant

A single CXone tenant will support two Avaya telephony systems with DMCC recording.

Customer Request UI Change Availability GA
On deploy

FedRAMP Region Support

A new FedRAMP-compliant region will be available to support onboarding of customers with FedRAMP requirements.

Customer Request UI Change Availability GA
On deploy

Support for Cisco UCCE and UCCX Version 15

You will be able to use Engagement Hub with the latest Cisco UCCE and UCCX version 15.

Customer Request UI Change Availability GA
On deploy

Support for Large-Scale Enterprise Tenants

You will be able to onboard and record calls for enterprise tenants with up to 10,000 concurrent calls using new Large and Very Large system tiers.

Customer Request UI Change Availability GA
On deploy

ANI and DNIS Fields for Avaya Recordings

Avaya recorded interactions will display ANI (Automatic Number Identification) and DNIS (Dialed Number Identification Service) fields in the Interactions UI and event messages, bringing Avaya in line with Cisco and Genesys integrations.

Customer Request UI Change Availability GA
On deploy

Test Connectivity Button for Third-Party Telephony Interfaces

You will be able to test network connectivity for all IP addresses in a third-party telephony interface with a new button in the admin UI.

Customer Request UI Change Availability GA
On deploy

Avaya Extension Validation in Recording Accounts

CXone Recording will display a warning if you enter an Avaya extension for a recording account that is not included in the TSAPI interface’s monitored device group.

Customer Request UI Change Availability GA
On deploy

Partner Applications

Monitoring Gateway

Health & Monitoring Tools to be Generally Available

The following tools under Monitoring Gateway will become generally available:

  • Voice Quality Metrics

  • Voice Diagnostics

  • Monitoring Gateway Subscriptions

  • Log Reader

Customer Request UI Change Availability GA
On deploy

Adapters

Presence Connect

Presence Connect will be the next‑generation, bi‑directional presence synchronization application in CXone Mpower. You will be able to use it to sync agent statesClosed The availability status of an agent. between CXone Mpower and UCaaS platforms in real time. This will reduce misrouted interactions and wait times, improving overall operational efficiency.

Presence Connect will offer more flexibility than the current Presence Sync solution. You will be able to define custom presence rules directly in your UCaaS platform and link them to CXone Mpower by configuring an API. You will then be able to assign those rules to specific teams and users.

In this release, 8x8 will be the only UCaaS platform supported by Presence Connect. Additional platforms will be added in future releases. Presence Connect will only support CXone Mpower Agent and will not be available for other agent applications.

Customer Request UI Change Availability GA
On toggle

Tenant Management

Mark Tenants as Favorite

You will be able to favorite tenants in the list of tenants. This will help you quickly find tenants that you frequently manage.

Customer Request UI Change Availability GA
On deploy

Performance Management (Native)

Give Award from Supervisor App

Supervisors will be able to give awards in real-time using the Live Monitoring Screen in the Supervisor app. Provide immediate recognition for successful call handling, exceptional performance, or other positive behaviors.

This feature requires a PM – Act license to activate.

Customer Request UI Change Availability GA
On toggle

Keyboard Accessibility

PM (Native) pages and widgets will support keyboard navigation. ARIA tags will be added for screen readers, and many accessibility issues will be fixed.

Customer Request UI Change Availability GA
On deploy

User Interface Design Updates

The Metrics, Objectives, Data Management, and Gamification pages will be redesigned. The interface will be simplified, and you will notice consistent design elements throughout the app. The updated look and feel will make PM (Native) easier to use and improve the user experience.

Customer Request UI Change Availability GA
On deploy

Redesigned Group Assign Tool

The group Assign Tool will be redesigned to simplify group assignments. You will enjoy a more intuitive experience when selecting groups (Teams, Agents etc.) on the Metrics, Objectives, Data Management, and Gamification pages.

Customer Request UI Change Availability GA
On deploy

Personal Connection

Improved Dialer Disposition Accuracy

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

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

Customer Request UI Change Availability GA
On deploy

Quality Management

Auto Score in NiCE CXone Mpower Quality Management

Auto Score is being introduced as a core capability in NiCE CXone Mpower Quality Management. It will be available in 26.1 as part of CXone Mpower Quality Management Advanced GenAI, a paid add-on to Quality Management Advanced (consumption pricing). It will leverage the power of the CXone Mpower suite together with AI Studio to deliver automated scoring and deep performance insights.

It will use GenAI technology to automatically evaluate interactions based on the scoring the user defines. The result is consistent evaluation at scale and full visibility into agent performance.

With Auto Score, you will:

  • Define Your Scoring Criteria: Set what should be evaluated using clear configuration and GenAI powered instructions. Auto Score applies your scoring rules automatically across all interactions.

  • Scale Evaluations to 100%: Move beyond limited sampling. Auto Score evaluates every interaction using GenAI based scoring, delivering consistent and reliable results at scale.

  • Gain Transparent Insights: Enjoy consistent, and explainable scoring logic that helps you trust the results.

  • Auto Score Dashboard: See all your scorecards in one place, with a clear view of behaviors, insights, and trends across your operation.

  • Drill Down Instantly: Move from the high level to agents and individual interactions in one click, making it easy to understand what happened and where attention is needed.

  • Explore Evidence with Context: Each score includes transcript excerpts and GenAI reasoning so you always know the story behind the result.

Customer Request UI Change Availability GA
On toggle

Calibration for Evaluations completed on CRM Ticketing

You will be able to calibrate evaluations completed on a CRM ticket in NiCE CXone Mpower Quality Management. This enhancement will help your evaluators review and align scores for tickets that already have evaluations, making your quality process more accurate and reliable. To calibrate, click the three-dot menu next to the ticket, you want to calibrate and choose whether to calibrate the form or the evaluation. After selecting Calibration, you will proceed to schedule it.

This feature will remove the current limitation where calibration is only possible for tickets without evaluations, you will have full flexibility to calibrate any ticket, improving consistency and scoring accuracy across your team.

This feature will be available for users with any of the Quality Management licenses.

Customer Request UI Change Availability GA
On toggle

Evaluator Insights in Evaluation Summary

You will see a new section in the evaluation summary called Evaluator Insights. This new section will summarize the comments an evaluator has placed into the question level comment areas. As a Supervisor, you will be able to view the summarized comments made by evaluators that justify their answers for each question. In the event this section does not appear in an Evaluation Summary, it is because the Evaluator did not put comments in any of the question level comment areas.

You will have better visibility into the reasoning behind evaluation scores, making it easier to understand and coach your agents effectively.

This feature will be available for users with the Quality Management Advanced and GenAI licenses.

Customer Request UI Change Availability GA
On toggle

Multiple Evaluations Summarized

You will be able to generate a single, consolidated summary from multiple evaluation forms. This will you a clearer picture of agent performance and work for both Evaluations and Tickets. Each summary will be saved as a separate version. You will be able to switch between versions and see which evaluations were included.

You will get a clear, holistic view of performance across multiple interactions, making coaching and decision-making faster and more effective.

This feature will be available for users with the Quality Management Advanced and GenAI licenses.

Customer Request UI Change Availability GA
On toggle

Auto-Save for Evaluations

Evaluations in Quality Management will become easier and more efficient with the new Auto-Save feature. No more manual saving or reopening drafts. Auto-Save will automatically save your evaluation progress every 60 seconds while you work helping prevent data loss and saving time, and the status remains as New only. This enhancement improves efficiency and prevents data loss during evaluation activities. Auto-Save will store your progress but will not make it visible to others until you submit the evaluation.

While in progress, your evaluation will not appear in:

  • Reports

  • My Zone > Evaluations

  • My Zone > Completed Tasks

  • My Zone > Manage Evaluations (unless assigned by QP)

  • My Zone > Quality Performance

The status will change only when the user submits the evaluation or clicks on Save As Draft.

Customer Request UI Change Availability GA
On toggle

Edit Draft Evaluations

You will soon be able to view and edit evaluations in draft before they are submitted. This will help you validate scoring and ensure accuracy without waiting for completion.

  • Drafts Remain Private: Draft evaluations are visible only to authorized users until submitted.

  • Evaluator Details: If a different evaluator submits a draft started by someone else, the evaluation will show the name of the submitted evaluator. The Evaluation History tab will display both the original and submitted evaluator.

  • Quality Plan Assignments: For interactions assigned by a Quality Plan, any evaluator can edit and submit the draft.

Your ability to view, edit or delete drafts depends on your permissions. If you have Edit access, you can edit draft evaluations. If you have Delete access, you can remove draft evaluations.

You will validate evaluations early, reduce errors, and maintain credibility in scoring - making your quality process more accurate and efficient.

Customer Request UI Change Availability GA
On toggle

Filter by Evaluation Form in Quality Performance

You will be able to filter by evaluation form in Quality Performance. This will give you a clear view of how agents and teams perform on specific forms. You can now use a new filter option to select an evaluation form from a dropdown list. The view will display the average score for all evaluations on the selected form and the total number of evaluations completed for that form. Additionally, you can drill down from an agent’s name to see only evaluations for the selected form.

You will quickly understand performance by form whether for individual agents, your team, or across multiple teams without opening each evaluation manually.

Customer Request UI Change Availability GA
On toggle

Multi-Select in Coaching Sessions

You will be able to select multiple Focus Areas and Behaviors when creating or editing a coaching session in CXone Mpower Coaching. This update will give you more flexibility, help you document agent development needs accurately, and better reflect real-world coaching conversations. Selected values will appear clearly as tags or a comma-separated list, and you will be able to add or remove selections easily making the experience simple and intuitive.

Customer Request UI Change Availability GA
On toggle

 

Recording

Tenant Segmentation for Recording

Tenant data segmentation will be introduced through a new license, to enable secure data segregation across lines of business for users. Teams and skills will be assigned to Divisions, interactions will be tagged automatically. Search, Playback, and Screen Monitoring will only show users the data for their allowed Divisions. For more details, select the Global Changes filter on the top right.

Customer Request UI Change Availability CR
On toggle

Support 250 Business Data Fields

Currently, up to 50 business data fields and data extract are supported. In this release, up to 250 business data fields will be supported per tenant. In addition a new type of business data field, Date, will be supported. Users can search and select the fields to display in Interactions Search. Playback, Recording Policies and Data Extraction will all support this feature.

Customer Request UI Change Availability CR
On toggle

Media Retrieval

Users will be able to retrieve recoded media from long-term storage directly from the Interactions and Migrated Calls' Search grids. Retrieval is available to users assigned the Admin/Long-term file Retrieval permission.

Customer Request UI Change Availability GA
On toggle

Privacy Permission in Interactions Search

New Analytics Data Privacy permissions will be introduced to Roles & Permission in Interactions Hub Permissions. This will allow you to select and exclude specific data types it from the Interactions Search.

Customer Request UI Change Availability GA
On deploy

Advanced ScreenAgent

With the new Advanced ScreenAgent solution, for customers who purchase the Screen Recording Advanced license, you will get:

  • Automatic upgrades and updates to all ScreenAgent instances.

  • No need to use third-party infrastructure (FFmpeg) to shorten issue resolution time.

  • A lightweight solution that will require fewer resources (CPU, RAM) to maximize VDI and physical desktop resources.

Customer Request UI Change Availability GA
On deploy

Remote ScreenAgent Configuration

Customers who purchase the Screen Recording Advanced license will be able to update ScreenAgent settings from ScreenAgent Manager without visiting the machine. You will be able to change resolution, frame rate, and connectivity modes from a distance. This will save time and remove the need for reinstalling or manual updates.

Customer Request UI Change Availability GA
On deploy

Stop Recording from Agent App

A new option to stop recording will be available in the Agent app with a button click. This feature will allow agents to control recording during CXone ACD calls. Clicking the button will stop the call recording.

Customer Request UI Change Availability GA
On deploy

API to Support Multiple Parallel Recordings

The API will allow customers to initiate up to 10 screen recordings. This will support scenarios when an agent works on multiple digital channels simultaneously and needs each session to be recorded.

Customer Request UI Change Availability GA
On deploy

New Status in Screen Recording

A new error type will be introduced for screen recording when the ScreenAgent is not connected. This enhancement will improve error handling and visibility for troubleshooting. See Screen Interaction Recording APIs.

Customer Request UI Change Availability GA
On deploy

Disposition Updates

Recording Policy Settings will include a new option to update dispositions on all segments of complex calls.

Customer Request UI Change Availability GA
On deploy

Recording Policy Updated UI

The Recording Policy page will move to a new design framework. The updated interface will have a modern look, better usability, and easier navigation for managing recording policies.

Customer Request UI Change Availability GA
On deploy

Player Will Add .wav Extension to Downloaded WAV Files

When you download a WAV file from the Player, the file will include the .wav extension for easy playback.

Customer Request UI Change Availability GA
On deploy

Reporting

Files Moving to Cloud Storage

Reporting files will move to Cloud Storage to improve security.

Customer Request UI Change Availability GA
On deploy

New Regional Availability

Reporting will be available in the US East region.

Customer Request UI Change Availability GA
On deploy

Data Download Reports

Scheduled Report Queuing for All Regions

Report queuing will be available for data download reports in all regions. When you run a data download report, you will be offered the option to have the report emailed to you. If you select that option, the report will be queued. Without report queuing, high volumes of scheduled data download reports can time out during processing. With report queuing, scheduled reports will enter a queue and run successively. This will help reports run more smoothly at high volume times, like at the end of a month or quarter.

Customer Request UI Change Availability GA
On deploy

Prebuilt Reports

Digital Experience Data in Contact History Report

The Contact History report will include digitalClosed Any channel, contact, or skill associated with Digital Experience. interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. data. This will provide a complete look at all the interactions in your contact center. You will be able to select Digital in the Media Type filter. The report will then display contact details, transcripts, recordings, and other data for digital interactions.

Customer Request UI Change Availability GA
On deploy

Custom Reports

Scheduled Report Queuing for All Regions

Report queuing will be available for custom reports in all regions. When you run a data download report, you will be offered the option to have the report emailed to you. If you select that option, the report will be queued. Without report queuing, high volumes of scheduled custom reports can time out during processing. With report queuing, scheduled reports will enter a queue and run successively. This will help reports run more smoothly at high volume times, like at the end of a month or quarter.

Customer Request UI Change Availability GA
On deploy

Studio

Improvement to the Dependency Order Algorithm

The algorithm that tracks the dependency order of actions and objects in Studio will be adjusted. Currently, the order that the algorithm uses can cause errors that don't appear to be valid. In this release, improvements to the algorithm will prevent these errors.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

Warning to Prevent Overwriting When Saving a Script

Currently, when you save a script, Studio does not check to see if another script with the same name already exists. This can result in the new script overwriting an existing one. In this release, Studio will check and warn you if a script with the same name already exists. You will have the option to overwrite the script or cancel the save.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

Support for Relative and Absolute Path Linking in Actions

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

Web or Desktop Studio

Both

 Customer Request UI Change Availability GA
On deploy

Trace Output to Appear in a Single Window

Currently, when you start multiple traces at the same time, they all open in different windows. In this release, the traces will open in separate tabs of a single window. This will make it more convenient to work with more than one trace at a time.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

Updates to Variable Watchlists

Watchlists are lists of variables you want to track when running a script trace. In this release, you will be able to download watchlists as JSON files and then upload them to another script. You will also be able to create a default watchlist that applies to all scripts you run traces on. These changes will make working with watchlists more convenient.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability CR
On toggle

Create Prompts from Prompts Page

Currently, to create a new prompt you must open the sequence editor using an action such as PLAY. In this release, you will be able to create a prompt by clicking a button on the Prompts page.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

Search for Prompts or Grammar Files

A search bar will be added to the Prompts and Grammars pages. This will allow you to search for files by name on either page.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

Updates to Action Appearance

The shape of API and flow control actions will be changed. Currently, both types of actions are rectangles with rounded corners. In this release, API actions will be changed to larger rectangles that display API-specific details. Flow control actions will be changed to a pill shape. This includes WAIT, STOP, LOOP, IF, FOR, and CASE.

These changes will make it easier to read scripts by making it easier to identify API actions at a glance.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

Action Editor Improvements Made to More Actions

Improvements will be made to how actions appear on the script canvas and to action editors. In previous releases, improvements were made to action editors, such as containing the editor in the canvas window with the option to pop it out. In this release, these improvements will be added to more actions.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On deploy

SDLC Script  Management Generally Available

The ability to manage the script development lifecycle within Studio will be generally available. This will allow you to create a structure of development workflow stages that correspond to your organization's processes, such as development, testing, and production. Each stage will be associated with a folder, where scripts in that stage will be stored.

Studio users will be able to promote scripts from one level to the next and to copy scripts from higher levels down to lower ones. You will be able to assign permissions to Studio users to control which levels each user can promote to.

If you used the script management option while it was in controlled release, the following feature will be new in this release: You will be able to copy scripts from one folder to another in bulk.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability GA
On toggle

Support for Divisions

Studio will support divisions for script development workflow management. You will be able to create separate development workflows for each division. Studio users will only have access to scripts within the division they're assigned to, and then only the scripts in the folders they have permissions to view.

In this release, divisions are only available for new customers. For more details about divisions, select the Global Changes filter on the top right.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability CR
On toggle

New Studio Action: START VOICE BIO AUDIO

A new Studio action called START VOICEBIO AUDIO will be available for use with voice biometric authentication for IVRClosed Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. or virtual agentsClosed A software application that handles customer interactions in place of a live human agent.. The new action will allow you to stream audio from the beginning of the call to use for authenticating or enrolling the contact.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability CR
On deploy

Regional Availability

Studio will be available in the US East (NA3) region.

Web or Desktop Studio

Web only

 Customer Request UI Change Availability CR
On deploy

Supervisor

Give Award

A new Give Award action will empower you to instantly recognize and reward agents for outstanding performance during live calls. You will be able to reward agents directly from the Live Monitoring Agent grid or the Monitoring screen, providing immediate positive feedback to agents. The Give Award action will be logged in the Activity Audit log for tracking purposes, and agents will receive real-time notifications when awards are granted.

Customer Request UI Change Availability GA
On toggle

Multiple Routing Attributes Visibility

You will be able to view all routing attributes assigned to a given contact directly within the Contact Card, addressing the earlier restriction of showing only a single attribute per contact. This visibility of multiple routing attributes will be available only for Voice contacts to provide clearer insight into routing logic.

Customer Request UI Change Availability GA
On toggle

Accessibility Enhancements

As part of our continued efforts to improve Supervisor accessibility, additional enhancements will be introduced to further align with WCAG 2.2 standards.

These enhancements include:

  • Improved compatibility with screen readers such as JAWS and Dragon

  • Smoother keyboard navigation with a more logical focus order

  • Clearer and more descriptive labels and buttons

  • Broader support for keyboard-only actions, such as filtering

Customer Request UI Change Availability GA
On toggle

Customizable Live Monitoring Grid

You will be able to customize your Live Monitoring grid for a more personalized and efficient way to view your data.

These customizations include:

  • Reordering columns via drag-and-drop (note some columns have a fixed position)

  • Resizing column widths (note some columns have a minimum width applied)

Your grid layout preferences will be saved and reinstated automatically.

Customer Request UI Change Availability GA
On toggle

Auto Score Dashboard

A new addition to Supervisor One‑Stop Shop, Auto Score Dashboard for Quality Management will be introduced.

It will bring all your team scorecards together in one place, giving you a clear view of behaviors, insights, and trends of your agents.

You will be able to drill down instantly from teams to agents and individual interactions with one click.

Each score will include transcript excerpts and GenAI reasoning, so you will always have the full context behind every result.

Customer Request UI Change Availability GA
On toggle

Enhancements to Export Capability in Activity Log Panel

The new Export to PDF option will replace the existing Print feature in the Activity Log panel. With this update, you will be able to export all available records in a single PDF file. This means the current limitation of exporting only two hundred logs at a time will be removed.

This enhancement applies to customers not using the Unified Working States Model and is part of our ongoing effort to improve accessibility and provide a more seamless experience.

Customer Request UI Change Availability GA
On toggle

Topic AI Editor

AI Studio Application Restructure & Topic AI Enhancements

To streamline and enhance your experience, following new updates will be introduced to the AI Studio application in the upcoming release:

  • AI Studio will move out of the Admin section and become a dedicated application for easier access and management.

  • Topic AI Editor will be renamed to Topic AI and will appear first in the AI Studio application list for improved visibility.

  • A new Launch Topic AI privilege will be available under AI Studio, allowing for more granular access control.

  • Topic AI will fully support impersonation scenarios, ensuring seamless admin and support workflows.

These changes are designed to provide a more intuitive, secure, and flexible experience for users managing AI-driven topics and analytics.

Customer Request UI Change Availability GA
On toggleOn toggle

Topic AI Collection Creation from Interaction Analytics Search

Admin users will be able to apply a filter in IA Search, and the system will automatically select a random set of interactions matching that filter to create a new Topic AI Collection. This feature will simplify the process of creating Topic AI Collections from search results This will make it easier to build and manage collections for advanced analytics and AI insights.

Customer Request UI Change Availability GA
On toggle

Topic AI Collection Size Limit Increased to 40,000 Interactions

Topic AI will be enhanced to support creating collections with up to 40,000 interactions, an increase from the current 10,000 interaction limit. This upgrade will allow users to train stronger, better-performing models, thus increasing their accuracy. This will make it easier to support advanced analytics and AI projects.

Customer Request UI Change Availability GA
On toggle

Intent Category(L1) and Action Category (L1) Management

Users will be able to create, rename, restore or remove top-level intent and action categories, allowing for more tailored model tuning. This feature will be beneficial for customers outside the currently supported verticals, giving them the flexibility to add new categories and tailor models to their business needs.

Customer Request UI Change Availability GA
On toggle

New Out-of-the-Box “Utilities” Vertical Model

A new ready-to-use Utilities model will soon be available in Topic AI, to cater to organizations in this sector.

Customer Request UI Change Availability GA
On toggle

Transcription

CXone Mpower Transcription

Post-Call Transcription

Currently, Transcription has a post-call transcription mode that provides a complete transcript at the end of the interactionClosed 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 mode is currently only used by Interaction Analytics. In this release, post-call transcription will be upgraded to use Transcription v11. The upgrade will increase the accuracy of transcription and expand the list of supported languages to include those supported for Continuous Stream Transcription.

Customer Request UI Change Availability CR
On toggle

Word-and Utterance-Level Confidence Scores

Transcription will provide confidence scores at the word and utteranceClosed What a contact says or types. level. Confidence scores indicate how certain the transcription engine is in its accuracy. The scores will be included in the transcription metadata but will only surface if the application that uses Transcription is configured to do so. Confidence scores are available for real-time and post-call transcription.

Customer Request UI Change Availability GA
On deploy

Interim Results Option Removed

The Interim Results option will be removed from the Transcription profile Configuration page in Transcription Hub. This option allowed you to have Transcription display transcript results and refine them in real time. It will be removed because it is no longer supported.

Customer Request UI Change Availability GA
On deploy

Regional Availability

Transcription will be available in the US East (NA3) region and in Australia sovereign cloud configurations.

This feature will be available later in the release cycle.

Customer Request UI Change Availability GA
On deploy

Voice

Fabric Connect for Voice Calls

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

Customer Request UI Change Availability GA
On toggle

Voice Biometrics Hub

Stream Audio for Voice Biometric Authentication

Currently, audio for voice biometric authentication with an IVRClosed Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. or virtual agentClosed A software application that handles customer interactions in place of a live human agent. is captured and sent to the authentication provider. In this release, you will be able to use a new Studio action called START VOICEBIO AUDIO to stream audio. You will be able to use the streaming audio to authenticate the caller.

Customer Request UI Change Availability CR
On deploy

CXone Mpower Voice Biometrics in Agent

The Voice Biometrics user interface will be moved to the CXone Mpower Agent custom workspace. This will make it more convenient for agents to use voice biometric authentication with their contactsClosed The person interacting with an agent, IVR, or bot in your contact center..

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

Customer Request UI Change Availability CR
On deploy

Workforce Management

Cognitive Load in WFM Scheduling for Concurrent Chats

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

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

In this release, the scheduling engine will factor cognitive load into how concurrent chats are modeled. The simulation will adjust contact end times and capacity based on the number of chats an agent is handling, resulting in more accurate SLA and ASA predictions when chat concurrency is in use.

This will help you better understand the true staffing needed for concurrent chat workloads and create plans that more closely align with actual agent performance and customer experience.

Customer Request UI Change Availability GA
On toggle

Visual Separator Between Days in the Schedule Manager

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

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

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

Customer Request UI Change Availability GA
On toggle

Multi-Skill Requirement Breakdown in Blazing Fast Simulator

The Blazing Fast Simulator in CXone WFM will provide a clearer view of how many multi-skilled agents you actually need to meet your service goals. This will help you plan staffing more precisely, so schedules align with real-world workload, skill mix, and business targets.

Currently, it can be difficult to translate forecasted demand into the right mix and number of multi-skilled agents. Planners often have to make assumptions outside the tool, which can lead to over- or understaffing and misalignment with service level, ASA, occupancy, and shrinkage goals.

In this release, the simulator will break down staffing requirements from a workforce perspective, showing how many agents are needed across skills and skill combinations to meet your performance targets. You’ll see more realistic requirements that take multi-skill usage into account, making it easier to validate plans, adjust hiring and training, and ensure that workforce plans track to your operational objectives.

Customer Request UI Change Availability GA
On toggle

Adjust Forecasts Post-Scheduling

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

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

In this release, you’ll be able to adjust future intervals directly in the forecast flow. This will help improve accuracy, reduce manual effort, and ensure real-time alignment across all planning tools.

Customer Request UI Change Availability GA
On toggle

Active Forecast Display

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

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

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

This will support better decision-making, reduce errors, and improve operational efficiency by ensuring you know exactly which forecast is driving system behavior.

Customer Request UI Change Availability GA
On toggle

Daily AHT Visibility in Intraday Manager

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

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

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

Customer Request UI Change Availability GA
On toggle

Consistent Full Day Time Off Deduction

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

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

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

Customer Request UI Change Availability GA
On toggle

Agent Schedule Requests – Behavior Enhancement when in Pending Status

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

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

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

This will improve consistency, reduce rework, and help you manage agent schedule changes more efficiently.

Customer Request UI Change Availability GA
On toggle

Auto-Approval of In-Office Activities

This feature is only available with the WFM Advanced license.

The My Zone experience will support auto-approval rules for In-Office activities, including breaks, lunches, meetings, training, and other on-site events. This update will expedite responses to everyday schedule changes, enhance the agent experience, and reduce the manual approval workload for managers. Activities associated with Out-of-Office codes, such as extra hours, are not eligible for auto-approval.

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

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

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

Customer Request UI Change Availability GA
On toggle

Configure Value for Day-Based Time-Off Calculations

The Time-Off Planning Rules configuration will provide more flexibility in calculating and deducting time off. This update will introduce options for standardizing day length for time-off planning, giving managers greater control over how absences impact balances.

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

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

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

Customer Request UI Change Availability GA
On toggle

Removing EM Module and Permissions for CXone Mpower Users

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

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

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

Customer Request UI Change Availability GA
On toggle

Enhanced Time Off Rules Supporting Multiple Activities

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

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

In this release, you’ll define a time-off rule for a specific time-off period and assign it to one scheduling unit. Each rule can include one or more activities. All configurations will be visible briefly, ensuring a simplified time-off administration process.

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

Customer Request UI Change Availability GA
On toggle

Agent Filter in Simplified Time Off Summary View

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

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

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

This will streamline how you navigate large agent lists, save time when managing time off, and make it easier to answer agent- or supervisor-specific questions.

Customer Request UI Change Availability GA
On toggle

Enhanced WFM Reports in CXone Dashboard

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

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

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

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

Customer Request UI Change Availability GA
On toggle

Exclude Future Schedules of Deactivated Agents from Adherence Reports

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

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

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

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

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

Customer Request UI Change Availability GA
On toggle

Activity Comments on Schedule Manager Export

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

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

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

This will provide clearer visibility into the intent and details of scheduled activities, enhance collaboration among teams reviewing exports, and improve the accuracy and transparency of schedule reporting and analysis.

Customer Request UI Change Availability GA
On toggle

Maintain Full-Day PTO Length When Regenerating Schedules

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

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

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

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

Customer Request UI Change Availability GA
On toggle