26.2 Release Notes

Global Changes

Platform Name and Logo Change

The name of the platform has changed to NiCE CXone. The logo has been updated to reflect the updated name.

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Customer Request

UI Change

Availability

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

Application Name Changes

The names of the following applications have been changed to be clearer and more descriptive. The name changes are reflected in the platform and in the online help. Additional product name changes may be announced in this note throughout the 26.2 release cycle.

During the transition, you may see both old and new names in different places. To make the transition to the new names easier, the online help displays the old name in parentheses after the new name. In a future release, the names in parentheses will be removed.

Customer Request

UI Change

Availability

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

User ID and Access Token Changes

Changes have been made to two user tokens:

• Access token: The user access token has been updated to include a new claim for division number (divId). This prevents multiple API calls being made for users' division association. This change only applies if your NiCE CXone system is configured for divisions Separate data securely between lines of business. Data can only be accessed from within the division it's part of..

• IdToken: Claims for email and preferred_username have been added to IdToken. This change facilitates integration with third-party applications.

Customer Request

UI Change

Availability

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

Accessibility

Accessibility Improvements

NiCE CXone now includes significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs. For more information, see Accessibility Overview.

Accessibility statement

Documented date: April 2026

Testing duration: CXone latest release

NiCE CXone strives to make all products accessible and align with WCAG 2.2 Level AA compliance, Section 508 and European Accessibility Act (EAA).

At NiCE CXone, we are committed to ensure digital accessibility for people with all levels of disability.

We are continually improving the user experience for everyone across our product suite as well as incorporating inclusive design principles in new features and solutions.

Product ACR/ VPAT (Partially support and Usability issues)

As requested, NiCE Account Managers can share a product’s latest ACR.

In some cases, the Accessibility Conformance Report (ACR) / VPAT® may identify certain success criteria as Partially Supports. This does not mean that NiCE does not support accessibility or that users are unable to access the product. Instead, it means that the product meets WCAG 2.2 Level AA accessibility requirements and has no functional accessibility barriers, but some tasks may be completed using alternative methods.

In these cases, users can still successfully complete their tasks, even if the experience is not as smooth or intuitive as it could be. NiCE will work to improve the overall user experience while maintaining full accessibility compliance.

NiCE welcomes customer feedback related to usability and recognizes its importance in delivering a high quality user experience. Some features may be less intuitive, yet they meet accessibility and WCAG standards. NiCE actively logs and reviews these items and incorporates them into our backlog for ongoing product improvement.

Measures to Support Accessibility

We take the following measures to ensure accessibility:

Continuous Improvement: Accessibility is part of our mission statement and internal design process.

Rigorous Testing: Our platform is regularly tested using a combination of automated and manual tools, including:

Automated:

• AXE-core: 4.0.1

Manual/Assistive Technology:

• Chrome Browser Extension: ARC Toolkit - Version: 5.7.10

• JAWS - 2025.2506.170

• Dragon: 16.10.200.044

• Color Contrast Analyzer: 3.5.5 JAWS (screen reader)

• Dragon NaturallySpeaking (voice control)

Known Limitations & Technical Disclaimers

While we strive for seamless access, some parts of our platform may have limitations. We are actively working to resolve these:

Reflow & Zoom: Our platform baseline is 1024 px. When using 200% zoom, the viewport reduces to a 256 px equivalent. While we aim for a responsive experience, some layout shifts or increased scrolling may occur in dense data views at these levels.

While our platform is optimized for a 1024px desktop experience, we provide partial support for Reflow. Main navigation and textual content are designed to reflow; however, our core functionality involves complex data grids and visualizations that require two-dimensional layout to maintain meaning. Per the SC 1.4.10 exception for data tables and charts, these elements maintain their layout, which may require horizontal scrolling at high zoom levels (320px equivalent).

Suggested workaround: Instead of browser zoom, use OS-level tools like Windows Magnifier or macOS Zoom or Use text zoom.

AI-Enhanced Interfaces: Our AI solutions utilize a persistent side panel layout to provide real-time, context-aware assistance alongside your primary work area. This panel does not reflow to the bottom of the screen at high zoom levels. Consequently, users navigating at high magnification may experience a two-dimensional layout (horizontal scrolling) to keep both the workspace and the AI insights in view

Suggested workaround: For users with low vision, we suggest using a large-format monitor or a dual-monitor setup. This allows you to maintain the necessary side-by-side AI orientation at a higher scale without losing the visual connection between your work and the AI's suggestions.

Complex Data & Tables: Due to the nature of our complex data visualizations and large tables of content, some pages may require horizontal scrolling.

Suggested workaround: Use keyboard navigation, CSV export option.

Real-Time agent guidance during voice interactions: Our platform provides real-time data and guidance prompts visually to assist agents during active interactions. Please be aware that these live updates may not be fully supported for screen reader users during an active voice call. Because the screen reader’s text-to-speech output competes with the audio of the live caller, it can create a significant "audio conflict" that hinders the ability to process both streams of information simultaneously. We recommend users who rely on screen readers contact to discuss specialized workflow configurations or alternative support formats.

Drag & Drop: Certain applications (e.g. Web Studio) within our platform utilize interfaces that are exclusively based on drag-and-drop interactions. These specific modules require a mouse or pointing device for operation and do not currently support keyboard-only or screen reader navigation.

Compliance Status: Our latest Accessibility Conformance Reports (ACRs/VPATs) indicate that some components are currently "Partially Supported." We are in a constant cycle of remediation to move these toward "Supported."

Suggested workaround: Follow our Release Notes to keep up to date with our release enhancements.

User Recommendations

For users who rely on magnification or enlarged text:

• Recommended zoom: 200% provides the best balance of enlarged content and usability.

• Screen magnification software: Use ZoomText, Windows Magnifier, macOS Zoom, and similar.

• Browser text-only zoom: Supported; interface layouts accommodate enlarged text.

• High contrast modes: Works with Windows High Contrast and forced-colors modes.

Tips for viewing at high zoom levels:

• Data visualizations have pan and zoom controls separate from browser zoom

• Dashboard widgets can be expanded to full screen for detailed viewing

• Column visibility settings persist across sessions—configure once at your preferred zoom level

• Export to CSV is provided in many data components

Feedback and contact information

For any feedback or accessibility-related concerns, customers may reach out to their Partner, Technical Account Manager (TAM), or primary NiCE contact person.

Resources and Conformance Documentation

To ensure full transparency, we provide detailed accessibility information for each of our individual applications. By following this link, you can access the latest Accessibility Conformance Reports (ACRs) and specific user documentation for each tool.

Additionally, we have developed a dedicated Keyboard Navigation User Guide to help users who rely on keyboard-only interaction navigate our complex data views and interfaces more efficiently. We encourage you to review these materials for a deeper understanding of our current accessibility status and for tips on how to optimize your experience.

ACD

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

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

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

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Customer Request

UI Change

Availability

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

Additional ACW Field Names Changed

The names for the fields where agent-level after call work (ACW) time is set has changed. Previously, the field was called ACW Time Enabled. It is now called Additional ACW Settings. This change also applies to the ACD users bulk upload template, where the column names change from Additional ACW Time Enabled and Additional ACW Time Duration to Additional ACW Settings and Additional ACW Duration.

Customer Request

UI Change

Availability

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

Scripts Page Spawn Tab

The Spawn tab was removed from the ACD Scripts page in a previous release. In this release, this tab has been added back to the Scripts page. However, the tab will be re-deprecated in a future release. If you have Studio scripts that use script URLs generated from this page, those scripts must be updated by the end of 2026. A recommended solution is to use the NiCE CXone POST /scripts/start API to call the script.

Customer Request

UI Change

Availability

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

Advanced Routing

Agent Capacity Profiles

Agent capacity profiles let you create profiles that control which interaction The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. types agents can receive based on what they’re already handling. This helps you prevent disruptive combinations, such as blocking new voice or chat contacts while an agent is on a complex interaction. It also helps you fine-tune concurrent routing behavior without changing Studio scripts.

You can create profiles based on the channel of the interaction currently in progress, the channel of the next interaction in the queue, or the ACD skill of the current interaction. There is a maximum of 5000 profiles. You can see agent capacity profiles by clicking the app selector and choosing Routing Center > Agent Capacity Profiles. This option must be enabled by your NiCE CXone account representative.

If you are using Personal Connection, Outbound Engagement (SmartReach), or Digital Experience (DX), contact your NiCE CXone account representative to enable the correct settings.

Agent capacity profiles can be enabled after CU 6 deploys to your cluster.

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Customer Request

UI Change

Availability

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

Actions

Answer Explanation for Insights Responses

In this release, Actions provides more transparency into how answers are generated for your data questions. When you ask a question in the Insights tab, Actions continues to show the result as usual. You can now select Show Answer Explanation on the response card to view a clear, human-readable explanation of how the result is calculated.

The explanation includes details such as the metric used, data source queried, applied filters (for example, date range, skill, team, or agent), time period used, counting or aggregation logic, and how Actions interprets your question, including the channels included. This information is available on demand when you select Show Answer Explanation.

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Customer Request

UI Change

Availability

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

Data Conversation – Coaching Metrics

In this release, you can ask questions about coaching activities using Data Conversation. This update introduces a Coaching domain, allowing you to view coaching insights by asking questions in natural language instead of navigating multiple dashboards. You can,

• Ask plain-language questions about coaching activity, progress, and compliance.

• Interact with Coaching metrics using natural language and view a user-friendly Coaching schema name that helps you understand the data grain you are viewing.

• See Coaching-related suggested questions alongside other domains, tailored to your tenant licenses. For example, suggestions appear for domains you are licensed for, such as Interaction Analytics (CXone), ACD, and Coaching Coaching.

• View a clear snapshot of coaching activity across business units, teams, and supervisors and quickly get answers without opening multiple reports or dashboards.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Agentic AI Agent Creation – Tool Set Connected to API Endpoints and MCP Server

In this release, you can create AI agents that automatically connect to your endpoints, MCP servers - removing the need for manual schema setup or endpoint configuration.

Currently, when Flows are published from Auto Insights (Actions), they create placeholder nodes inside AI Agents (Cognigy) that require extensive manual configuration, including defining schemas, mapping inputs and outputs, and setting up endpoints. This workflow is time consuming and prone to errors.

In this release, tools for your AI agents are automatically generated and fully configured using your existing API specifications or MCP servers. On the new Actions Settings page, you can,

• Upload API documentation files in YAML, JSON, or text formats.

• Connect your existing MCP servers.

The application then:

• Detects and extracts all available API endpoints from the provided documentation.

• Automatically creates the required tools and inserts HTTP nodes (not placeholder nodes) during agent creation.

• Reduces your manual effort to only minimal tasks such as authentication setup inside AI Agents (Cognigy) flows.

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Customer Request

UI Change

Availability

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

AI Agent Editable Preview Before Publishing to AI Agents (Cognigy)

In this release, you can review and edit your AI agent configuration before publishing it to AI Agents (Cognigy). You can update certain agent details directly in the AI Agent Preview panel before publishing. This gives you more control over how the agent is configured in your environment. You can,

• Review key AI agent details in one place.

• Edit fields such as the agent name, description, instructions, and tools.

• Apply your organization’s naming conventions or configuration standards.

• Verify and adjust the configuration before publishing.

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Customer Request

UI Change

Availability

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

New Regional and Sovereign Certifications for Actions and Auto Insights

In this release, you can use Actions and Auto Insights in additional regions and sovereign environments. This expansion includes new certifications for,

• UK Sovereign

• Australian Sovereign

• Japan region

• UAE region

These certifications allow you to run Actions while meeting regional security, compliance, and data residency requirements.

Customer Request

UI Change

Availability

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

Auto Insights - Support for Additional Languages

In this release, you can use Auto Insights in additional languages. Auto Insights automatically analyzes conversations across channels and languages and organize them into topics and insights. You can,

• View conversations and insights in your preferred supported language.

• See topics, summaries, widgets, and reports in that language, even if the original interaction was in another language.

Auto Insights supports the following languages:

• Brazilian Portuguese

• Dutch

• English

• French (European and Canadian)

• German

• Spanish (European and Latin American)

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Actions Support for Japanese Language

In this release, you can use Actions in Japanese. This update lets you ask questions about your contact center A complete, unified, cloud-native contact center platform offered on a subscription basis. performance and view results in Japanese. You can,

• Ask questions in Japanese in the Actions conversation panel.

• Ask about metrics such as Average Handle Time (AHT Average Handle Time is the average amount of time an agent spent handling an interaction.), After Call Work (ACW State that allows an agent to complete work requirements after finishing an interaction.), Quality Score, Contact Volume, etc.

• Use the Actions interface in Japanese when you set your browser language to Japanese.

Customer Request

UI Change

Availability

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

AI Agents (Cognigy) for Process Automation (Task Assist) Performance Metrics in Observability Dashboard

In this release, you can view AI Agents (Cognigy) for Process Automation (Task Assist) Performance Metrics in the Observability Dashboard. This helps you understand how AI Agents (Cognigy) for Process Automation (Task Assist) suggestions are used and how they perform. You can track how AI Agents (Cognigy) for Process Automation (Task Assist) actions move through different stages, including Available, AI-assisted, Manual, Rejected, Execution, Success, and Failure. These visualizations help you see how suggestions progress from recommendation to execution and outcome.

You can view execution trends over time, compare execution performance by task, and see the average execution time for different actions. In addition, a detailed table allows you to review performance by action, including AI-assisted executions, execution rates, total successes, and success rates.

You can track performance effectively through new visual components like sankey charts, total action graphs, performance metrics graphs, and drill-down views.

To access the AI Agents (Cognigy) for Process Automation (Task Assist) Performance Metrics dashboard go to the app selector , select Data & Analytics > Actions > Observability Dashboard. In Observability Dashboard select the Copilot tab to view the AI Agents (Cognigy) for Process Automation (Task Assist) Performance Metrics dashboard.

Customer Request

UI Change

Availability

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

UK and AUS Sovereign support for Observability Dashboard

In this release, the Observability Dashboard supports UK and AUS Sovereign environments. This update allows you to view observability data and dashboards while meeting regional hosting and compliance requirements for UK and AUS Sovereign deployments.

Customer Request

UI Change

Availability

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

Admin

Configure Number of Password Attempts in Login Authenticator

You can now configure a login authenticator with the number of times users can enter the wrong password before being locked out of the system. Previously, the maximum number of attempts was six and could not be modified. In this release, you can choose from a range of three to ten, with the default being six.

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Customer Request

UI Change

Availability

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

Accessibility improvements

The Security pages in the Admin application include significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

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

Reorganization of the Account Settings Page

The options on the Account Settings page in the Admin application have been reorganized in a tabbed layout. This change reduces visual clutter and makes it easier to find the settings you need.

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Customer Request

UI Change

Availability

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

Create Allowlist for Receiving Scheduled Reports

You can create a list of email domains that you want to receive scheduled reports sent from the NiCE CXone platform. This will give you control over who receives these reports, which helps you protect your platform data and limit the number of unnecessary reports that are sent to certain user accounts.

The Allowed Email Domains section on the Account Settings page now has two options you can enabled for each domain you add. You can choose whether the domain is a login domain, can receive report emails, or both.

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Customer Request

UI Change

Availability

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

Division Field Added to Bulk Upload Template for Teams

You can assign teams to a division Separate data securely between lines of business. Data can only be accessed from within the division it's part of. when creating them with the bulk upload template. This option requires that your NiCE CXone tenant be configured for divisions and it only applies to new teams. Currently, the option to use divisions is only available for new customers.

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Customer Request

UI Change

Availability

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

Division Support for Groups

You can assign new groups to a division Separate data securely between lines of business. Data can only be accessed from within the division it's part of.. This allows you to control access to groups. Only users in the same division as the group have access to that group. To be added to a group, employees need to be in the same division as the group.

This option requires that your NiCE CXone tenant be configured for divisions. Currently, the option to use divisions is only available for new customers.

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Customer Request

UI Change

Availability

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

UI Update to Restricted Access Campaigns

When you navigate to Admin > Roles and Permissions > Permissions tab > ACD, the Restricted Access tab appears. Previously, when you clicked Custom in that tab, a campaign selector appeared below. In this release, when you click Custom, an Add Campaigns option appears instead. That option opens a campaign selector pop-up.

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Customer Request

UI Change

Availability

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

New Permissions for Quality Management (CXone)

Access to certain Quality Management (CXone) features depends on Teams and Groups permissions. You must have at least View access to both Teams and Groups to use related sections on pages such as Quality Performance, Forms, Scorecard, and Quality Plan.

Manage these permissions under Admin > Security > Roles and Permissions. If the required permissions are missing, only the affected sections will be limited or unavailable.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Agent Workspace (Agent)

Accessibility Improvements

Agent Workspace (Agent) now includes significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

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

Block Transfers to Closed Skills

A new setting in Agent Workspace (Agent) lets you control whether agents can transfer a call to a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. when that skill is closed according to its Hours of Operation. This enhancement only applies to voice and not to voicemail, work items, or digital channels.

Customer Request

UI Change

Availability

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

Hide Unassign & Dismiss for Digital Interactions

A new setting in Desktop Profiles lets you show or hide the Unassign & Dismiss option in the Interaction Space for digital interactions. This helps you prevent agents from using Unassign & Dismiss when it is not needed.

Customer Request

UI Change

Availability

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

Manual Status Change in Internal Chat (Conversations)

Agents can now manually change their Internal Chat (Conversations) availability status from a drop-down. They can select between Online and Offline . When updated, the status label and color change immediately. The new status is synchronized across all Internal Chat (Conversations) experiences. For example, if you change your status in Internal Chat (Conversations) in Agent Workspace (Agent), it also changes in Internal Chat (Conversations) opened from the NiCE CXone app selector .You can reflect your current availability more clearly to your team.

This status is specific to Internal Chat (Conversations). It does not impact the agent's NiCE CXone state.

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Customer Request

UI Change

Availability

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

Enhancements to the CRM Integration Experience

The following changes are made to the CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. integration experience for Agent Workspace (Agent):

• Support for Additional Microsoft Dynamics Entities for Workflows: NiCE CXone supports eleven new Microsoft Dynamics entities for workflows. This lets your Studio scripts search, create, and update more Microsoft Dynamics records by using the WORKFLOW EXECUTE and ENHANCED WORKFLOW EXECUTE actions Performs a process within a Studio script, such as collecting customer data or playing music..

  View list of new entities

  • Appointment

  • Campaign

  • Email

  • Invoice

  • Order

  • Queue

  • Quote

  • Task

  • Team

  Customer Request

  UI Change

  Availability

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

• Zendesk Authentication Update: The way NiCE CXone Agent Workspace (Embedded) (Agent Embedded) authenticates with Zendesk has changed. This change follows new security rules from Zendesk, including the use of OAuth access tokens and the refresh token flow.

  You must update your Zendesk authentication. In some cases, you may need to create a new authentication. If you do not update your authentication, your integration with Zendesk may stop working and any dynamic data or data memorialization that depends on the old authentication may no longer be available.

  Customer Request

  UI Change

  Availability

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

Status Indicators for Outbound Digital Messages

Previously, status indicators were only available for outbound WhatsApp and BYOC messages. In this release, they are available for all digital channels.

These status icons display next to agents' messages:

• Waiting : The message is waiting to be sent.

• Sent : The message has been sent to the NiCE CXone servers.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Transfer to Voicemail

Agents can transfer calls to offline agents' voicemails. For more details, select the Attendant filter on the top right.

Customer Request

UI Change

Availability

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

Agent Assist Hub

New Regional Availability

Agent Assist Hub is now available in the US East (NA3) region The location in the world where your NiCE CXone deployment is hosted. For current regions, see the Platform Availability page..

Customer Request

UI Change

Availability

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

Agent Workspace (Embedded) (Agent Embedded)

Agent Workspace (Embedded) (Agent Embedded) for All CRMs

Accessibility Improvements

Agent Workspace (Embedded) (Agent Embedded) now includes significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

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

Block Transfers to Closed Skills

A new setting in Agent Workspace (Embedded) (Agent Embedded) lets you control whether agents can transfer a call to a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. when that skill is closed according to its Hours of Operation. This enhancement only applies to voice and not to voicemail, work items, or digital channels.

Customer Request

UI Change

Availability

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

Hide Unassign & Dismiss for Digital Interactions

A new setting in Desktop Profiles lets you show or hide the Unassign & Dismiss option in the Interaction Space for digital interactions. This helps you prevent agents from using Unassign & Dismiss when it is not needed.

Customer Request

UI Change

Availability

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

Enhancements to the CRM Integration Experience

The following changes are made to the CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. integration experience for Agent Workspace (Embedded) (Agent Embedded):

• Support for Additional Microsoft Dynamics Entities for Workflows: NiCE CXone supports eleven new Microsoft Dynamics entities for workflows. This lets your Studio scripts search, create, and update more Microsoft Dynamics records by using the WORKFLOW EXECUTE and ENHANCED WORKFLOW EXECUTE actions Performs a process within a Studio script, such as collecting customer data or playing music..

  View list of new entities

  • Appointment

  • Campaign

  • Email

  • Invoice

  • Order

  • Queue

  • Quote

  • Task

  • Team

  Customer Request

  UI Change

  Availability

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

• Zendesk Authentication Update: The way NiCE CXone Agent Workspace (Embedded) (Agent Embedded) authenticates with Zendesk has changed. This change follows new security rules from Zendesk, including the use of OAuth access tokens and the refresh token flow.

  You must update your Zendesk authentication. In some cases, you may need to create a new authentication. If you do not update your authentication, your integration with Zendesk may stop working and any dynamic data or data memorialization that depends on the old authentication may no longer be available.

  Customer Request

  UI Change

  Availability

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

Status Indicators for Outbound Digital Messages

Previously, status indicators were only available for outbound WhatsApp and BYOC messages. In this release, they are available for all digital channels.

These status icons display next to agents' messages:

• Waiting : The message is waiting to be sent.

• Sent : The message has been sent to the NiCE CXone servers.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Transfer to Voicemail

Agents can transfer calls to offline agents' voicemails. For more details, select the Attendant filter on the top right.

Customer Request

UI Change

Availability

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

Agent Workspace for Microsoft Teams (Agent for Microsoft Teams)

Accessibility Improvements

Agent Workspace for Microsoft Teams (Agent for Microsoft Teams) now includes significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

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

Block Transfers to Closed Skills

A new setting in Agent Workspace for Microsoft Teams (Agent for Microsoft Teams) lets you control whether agents can transfer a call to a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. when that skill is closed according to its Hours of Operation. This enhancement only applies to voice and not to voicemail, work items, or digital channels.

Customer Request

UI Change

Availability

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

Hide Unassign & Dismiss for Digital Interactions

A new setting in Desktop Profiles lets you show or hide the Unassign & Dismiss option in the Interaction Space for digital interactions. This helps you prevent agents from using Unassign & Dismiss when it is not needed.

Customer Request

UI Change

Availability

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

Enhancements to the CRM Integration Experience

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

• Support for Additional Microsoft Dynamics Entities for Workflows: NiCE CXone supports eleven new Microsoft Dynamics entities for workflows. This lets your Studio scripts search, create, and update more Microsoft Dynamics records by using the WORKFLOW EXECUTE and ENHANCED WORKFLOW EXECUTE actions Performs a process within a Studio script, such as collecting customer data or playing music..

  View list of new entities

  • Appointment

  • Campaign

  • Email

  • Invoice

  • Order

  • Queue

  • Quote

  • Task

  • Team

  Customer Request

  UI Change

  Availability

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

• Zendesk Authentication Update: The way NiCE CXone Agent Workspace (Embedded) (Agent Embedded) authenticates with Zendesk has changed. This change follows new security rules from Zendesk, including the use of OAuth access tokens and the refresh token flow.

  You must update your Zendesk authentication. In some cases, you may need to create a new authentication. If you do not update your authentication, your integration with Zendesk may stop working and any dynamic data or data memorialization that depends on the old authentication may no longer be available.

  Customer Request

  UI Change

  Availability

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

Status Indicators for Outbound Digital Messages

Previously, status indicators were only available for outbound WhatsApp and BYOC messages. In this release, they are available for all digital channels.

These status icons display next to agents' messages:

• Waiting : The message is waiting to be sent.

• Sent : The message has been sent to the NiCE CXone servers.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Transfer to Voicemail

Agents can transfer calls to offline agents' voicemails. For more details, select the Attendant filter on the top right.

Customer Request

UI Change

Availability

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

Agent Workspace for Salesforce Voice (Agent for Service Cloud Voice)

Call Disconnect Notification

When a call disconnects, Agent Workspace for Salesforce Voice (Agent for Service Cloud Voice) now displays a visual notification to the agent. This happens when the agent Contact center employee who interacts directly with customers through inbound or outbound communication channels (voice, digital, or omnichannel). hangs up, when the contact The person interacting with an agent, IVR, or bot in your contact center. hangs up, or when the call drops due to network or system issues. The notification appears about one second after the call ends. It does not show during an active call. It stays visible during after-call work (ACW) State that allows an agent to complete work requirements after finishing an interaction., when used. The notification shows the exact disconnect reason if available.

View image

Customer Request

UI Change

Availability

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

Estimated Wait Time in Address Book

When browsing skills in the Address Book, each skill now displays its current estimated wait time. This helps you choose the best skill for a consult, transfer, or conference by showing how long a contact would wait in that queue. The wait time displays as <1 min when under one minute, and in the format X min (for example, 2 min) when one minute or more. When the queue wait time is zero, no value is displayed. The wait time does not update in real time within the Address Book; navigate back and reselect the skill to view the latest value.

Agents can make informed routing decisions during transfers and conferences, directing contacts to shorter queues for faster resolution. This reduces customer wait times and improves first-contact resolution rates.

Customer Request

UI Change

Availability

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

After-Call Work Duration and Countdown Timers

After you end a voice interaction, your status changes to After Call Work (ACW). During this time, a countdown timer appears in the Wrap Up tab of the companion app, showing how much time remains before you are automatically set to Available. This helps you manage post-interaction tasks — such as entering disposition notes or updating records — within the allotted ACW time period.

The visible countdown timer helps agents manage their wrap-up time more effectively, reducing idle time and improving schedule adherence. Supervisors benefit from more predictable agent availability and better workforce utilization.

Customer Request

UI Change

Availability

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

Improvements to Conferencing

The Add Caller and New Call options that appear during a conference call are now more intuitive. When an agent uses Add Caller and the consulted party answers, the system automatically joins all call legs into a single conference. The agent no longer needs to manually merge the calls. When an agent selects New Call, the system starts a consult Allows you to speak privately to a new party before adding them to a conference. call to the new party. It puts the original call on hold while the consult call is active.

View image

Customer Request

UI Change

Availability

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

Copilot

Copilot is an AI-powered assistant that appears as a tab in the Companion Application panel during voice calls. It listens to the live conversation and provides real-time guidance, including a live summary of the interaction, customer sentiment detection, knowledge base suggestions, and relevant customer data from connected systems.

AI-driven real-time assistance reduces agent effort, shortens handle times, and improves resolution quality.

Customer Request

UI Change

Availability

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

Live Transcript

A real-time transcript of the call appears in the Conversation window in Salesforce. As the call progresses, the transcript updates continuously with speaker-identified text so you can follow the conversation as it happens. Live Transcript is available as a companion app within the Salesforce Omni-Channel widget and supports inbound, outbound, and multiparty voice calls.

Real-time transcription gives agents an on-screen reference of the conversation, reducing the risk of missed details and improving note-taking accuracy. It also supports compliance and quality assurance by providing an immediate written record of every call.

Customer Request

UI Change

Availability

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

AutoSummary

AutoSummary automatically generates a written summary of the voice interaction after the call ends. The summary includes the key points discussed, the resolution (if reached), and the customer's sentiment. When the call ends, the summary appears in the Disposition notes field in the Wrap Up tab. You can review and save the summary, and the saved notes are stored in the Disposition section of the Voice Call record.

Automated post-call summarization eliminates the need for agents to manually type disposition notes, reducing after-call work time and ensuring consistent, high-quality interaction records. This leads to faster agent availability and more reliable data for reporting and analytics.

Customer Request

UI Change

Availability

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

Unified Routing for Salesforce Digital Channels

Salesforce Digital Chat enables real-time customer communication through CXone external routing. Customer chats initiated on Salesforce native digital channels are routed through the NICE CXone routing engine and delivered to available agents within the Agent Workspace for Salesforce Voice. This allows agents to handle both voice and digital interactions from a single, unified interface.

Unifying voice and digital channel routing within a single agent workspace eliminates the need to switch between applications, improving agent efficiency and reducing training overhead.

Customer Request

UI Change

Availability

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

Contact History

Contact History allows you to view your past interactions from the last three days. For each interaction, you can see the call type (inbound or outbound), phone number, associated skill, agent name, date and time, and current status. You can also redial a call directly from the history.

Contact History allows you to view your past interactions from the last three days. For each interaction, you can see the call type (inbound or outbound), phone number, associated skill, agent name, date and time, and current status. You can also redial a call directly from the history.

Customer Request

UI Change

Availability

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

Agent Workspace (Browser Extension) (Agent Integrated)

Accessibility Improvements

Agent Workspace (Browser Extension) (Agent Integrated) now includes significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

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

Block Transfers to Closed Skills

A new setting in Agent Workspace (Browser Extension) (Agent Integrated) lets you control whether agents can transfer a call to a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. when that skill is closed according to its Hours of Operation. This enhancement only applies to voice and not to voicemail, work items, or digital channels.

Customer Request

UI Change

Availability

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

Hide Unassign & Dismiss for Digital Interactions

A new setting in Desktop Profiles lets you show or hide the Unassign & Dismiss option in the Interaction Space for digital interactions. This helps you prevent agents from using Unassign & Dismiss when it is not needed.

Customer Request

UI Change

Availability

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

Enhancements to the CRM Integration Experience

The following changes are made to the CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. integration experience for Agent Workspace (Browser Extension) (Agent Integrated):

• Support for Additional Microsoft Dynamics Entities for Workflows: NiCE CXone supports eleven new Microsoft Dynamics entities for workflows. This lets your Studio scripts search, create, and update more Microsoft Dynamics records by using the WORKFLOW EXECUTE and ENHANCED WORKFLOW EXECUTE actions Performs a process within a Studio script, such as collecting customer data or playing music..

  View list of new entities

  • Appointment

  • Campaign

  • Email

  • Invoice

  • Order

  • Queue

  • Quote

  • Task

  • Team

  Customer Request

  UI Change

  Availability

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

• Zendesk Authentication Update: The way NiCE CXone Agent Workspace (Embedded) (Agent Embedded) authenticates with Zendesk has changed. This change follows new security rules from Zendesk, including the use of OAuth access tokens and the refresh token flow.

  You must update your Zendesk authentication. In some cases, you may need to create a new authentication. If you do not update your authentication, your integration with Zendesk may stop working and any dynamic data or data memorialization that depends on the old authentication may no longer be available.

  Customer Request

  UI Change

  Availability

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

Status Indicators for Outbound Digital Messages

Previously, status indicators were only available for outbound WhatsApp and BYOC messages. In this release, they are available for all digital channels.

These status icons display next to agents' messages:

• Waiting : The message is waiting to be sent.

• Sent : The message has been sent to the NiCE CXone servers.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Transfer to Voicemail

Agents can transfer calls to offline agents' voicemails. For more details, select the Attendant filter on the top right.

Customer Request

UI Change

Availability

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

Agent Workspace Advanced (Enhanced Customer Card)

Configuration in NiCE CXone

You can now configure Agent Workspace Advanced (Enhanced Customer Card) inside NiCE CXone. A new Customer Engagement section is added to the app selector . When you click Agent Workspace Advanced (Enhanced Customer Card) in that section, a configuration page opens. This page allows you to design the layout of Agent Workspace Advanced (Enhanced Customer Card). You can design one layout per tenant High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system..

Customer Request

UI Change

Availability

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

Outbound Engagement (SmartReach) Call Details

You can now display information related to Outbound Engagement (SmartReach) campaign calls inside Agent Workspace Advanced (Enhanced Customer Card). Agents can click Call Details to see information such as skills, contact, and campaign data from Outbound Engagement (SmartReach) campaign calls.

Customer Request

UI Change

Availability

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

Map Customer Manager Attributes to Digital Case Custom Fields

You can now map customer manager attributes in Agent Workspace Advanced (Enhanced Customer Card) to case custom fields in Digital Experience (DX). When agents use click-to-email or click-to-text, the system passes the mapped attributes to the appropriate custom fields. Mappings are configured per layout.

Customer Request

UI Change

Availability

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

Accessibility Improvements

Agent Workspace Advanced (Enhanced Customer Card) includes significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

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

Agent Workspace Premium (Desk)

AI Resolutions and Ticket Summaries

AI-generated resolutions and ticket summaries are now available in Agent Workspace Premium (Desk). They provide agents with context about tickets and why they are resolved. By default, AI summaries are available for all tickets. You can limit where and when they are triggered.

To use this feature, you must contact your account representative.

Customer Request

UI Change

Availability

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

External Data

You can now add a new tab called External Data to your Agent Workspace Premium (Desk) layout. This tab displays records from a third-party CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. you've connected to NiCE CXone. Like in the Customer Card, records are organized into Current Interaction and Related Interactions sections.

Customer Request

UI Change

Availability

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

Grid View

Agents can now view customer records in grid view. When agents select a customer, ticket, or account from the list in grid view, information about it appears on the same screen. Agents can switch between multiple records and update them quickly.

Customer Request

UI Change

Availability

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

Configuration in NiCE CXone

You can now configure Agent Workspace Premium (Desk) inside NiCE CXone. A new Customer Engagement section is added to the app selector . When you click Agent Workspace Premium (Desk) in that section, a configuration page opens. This page allows you to design the layout of Agent Workspace Premium (Desk). You can design one layout per tenant High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system..

Customer Request

UI Change

Availability

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

Outbound Engagement (SmartReach) Call Details

You can now display information related to Outbound Engagement (SmartReach) campaign calls inside Agent Workspace Premium (Desk). Agents can click Call Details to see information such as skills, contact, and campaign data from Outbound Engagement (SmartReach) campaign calls.

Customer Request

UI Change

Availability

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

Map Customer Manager Attributes to Digital Case Custom Fields

You can now map customer manager attributes in Agent Workspace Premium (Desk) to case custom fields in Digital Experience (DX). When agents use click-to-email or click-to-text, the system passes the mapped attributes to the appropriate custom fields. Mappings are configured per layout.

Customer Request

UI Change

Availability

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

Accessibility Improvements

Agent Workspace Premium (Desk) includes significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

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

API

New Multi-Region BCP Correlation API

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

The endpoints for this API are: 

• POST /correlation-manager/v1/correlations: To create new correlation for the tenant when it does not already exist.

• POST /correlation-manager/v1/correlations/search: To search all correlations by filters passed in the request.

Customer Request

UI Change

Breaking Change

Impacted Versions

v1

Availability

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

Reporting APIs to Support Divisions

A new feature in Admin called Divisions lets you separate your organization into divisions for different purposes. The following Reporting and Real-Time Data APIs Application Programming Interface. Allows you to automate certain functionality by connecting your NiCE CXone system with other software. now support division-based filtering:

• GET /agents/states

• GET /contacts/active

• GET /contacts/{contactId}

• GET /contacts/{contactId}/state-history

• GET /contacts/states

• GET /skills/{skillId}/activity

You can specify the division for the API in a new divisionNo parameter.

Customer Request

UI Change

Breaking Change

Impacted Versions

v34

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On deploy This feature is immediately available when the new release deploys to your environment; a license may be required to view or access the feature.

New Enable Audit API

A new API called Enable Audit is now available. You can use this API to retrieve detailed audit records for reporting and compliance.

Customer Request

UI Change

Breaking Change

Impacted Versions

v1

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On deploy This feature is immediately available when the new release deploys to your environment; a license may be required to view or access the feature.

Permission API to Return All Tenant License Information

Previously, the Permission API returned the enabled permissions and the licenses associated with those permissions. With this release, the Permission API returns the enabled permissions as well as all licenses enabled in the tenant. Any consumer of the API should verify both the permission information and the license information, rather than relying solely on license data.

If consumers continue to infer permissions only based on what the Permission API returns, the expanded license list returned by this change will cause the logic to miscalculate permissions and grant users excessive data visibility. To avoid this risk, you will need to update your implementations to drive RBAC decisions from the permission set, not from the license list alone.

The affected API is: {{url}}/authorization/v1/role/permissions

Customer Request

UI Change

Breaking Change

Impacted Versions

v1

Availability

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

Media Download API

A new API called Media Download is now available. You can use this API to bulk export voice or screen recordings. This API is only available to new NiCE CXone users.

Customer Request

UI Change

Breaking Change

Impacted Versions

v1

Availability

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

Attendant

Transfer to Offline Agent Voicemail

Previously, agents could not transfer calls to another agent’s voicemail if that agent was logged out, leaving callers without a way to leave messages. This release adds support for transferring calls directly to offline agents’ voicemails. You can enable or disable this feature at the agent level and as a business unit default using the Direct Voicemail Transfer option.

This feature is only available with Attendant Plus. Your agents must use Agent Workspace (Agent) applications to use this option.

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Customer Request

UI Change

Availability

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

Automated Summary (AutoSummary)

Engagement Hub Support for Europe and Australia

In this release, you can use Copilot for Engagement Hub in additional regions, including Europe (UK) and Australia (AU). Engagement Hub enables you to work with supported third-party ACD platforms, such as Cisco and Avaya. With this update, you can deploy and run Engagement Hub capabilities from regional environments in the UK and Australia.

Customer Request

UI Change

Availability

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

FedRAMP Certification for Automated Summary (AutoSummary)

In this release, Automated Summary (AutoSummary) becomes FedRAMP certified. This means you can use Automated Summary (AutoSummary) in environments that require U.S. federal security and compliance standards. FedRAMP certification confirms that the service meets strict government security requirements for handling and protecting sensitive data.

Customer Request

UI Change

Availability

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

Automated Summary (AutoSummary) in Japan

In this release, you can use Automated Summary (AutoSummary) in Japan. This update expands the regional availability of Automated Summary (AutoSummary), allowing you to deploy and run the service from environments in these regions.

Customer Request

UI Change

Availability

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

Multi-Region Business Continuity Plan (Business Continuity Plan)

New API for Multi-Region BCP Tenant Correlation

A new API helps you map entities between your primary tenant and Multi-Region BCP tenant. This is especially useful if you already created entities (like users or ACD skills) in your Multi-Region BCP tenant before enabling Multi-Region BCP sync. For more details, select the API filter on the top right.

Customer Request

UI Change

Availability

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

AI Agents (Cognigy)

AI Agents (Cognigy) Adaptive Card Support in Virtual Agent Hub

This feature is now available as General Availability- you can now create Adaptive Cards directly using AI Agents (Cognigy)'s native Adaptive Card node and have them seamlessly supported by Virtual Agent Hub. With support for AI Agents (Cognigy)’s standard Adaptive Card functionality, the prior NiCE CXone-specific integration is no longer required. Virtual Agent Hub automatically processes the Adaptive Cards and uses the card’s built-in fallback text to help provide a consistent experience across supported channels.

Customer Request

UI Change

Availability

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

AI Agents (Cognigy) Signal and TMS Integration as a Native Node

In this release, you can use the AI Agents (Cognigy) Signal and TMS integration as a native node in AI Agents (Cognigy). This enhancement simplifies deployment and configuration while enabling your AI Agents (Cognigy) voice bot to coordinate interaction transitions and transcript processing within NiCE CXone.

The native node replaces the current extension that is distributed as a .gz file, making setup and ongoing maintenance easier. With the native node, your voice bot can perform the following NiCE CXone integrations directly within a AI Agents (Cognigy) Flow:

• Send CXone Signals: You can send a NiCE CXone Signal API request that instructs NiCE CXone to either escalate the interaction to a live agent or end the conversation.

• Submit Transcripts to TMS: You can push the conversation transcript to the NiCE CXone Transcript Management Service (TMS) so NiCE CXone can generate self-service summaries and support downstream reporting and analytics.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Default Basic STT and TTS Support

In this release, you can see enhancements to Speech-to-Text (STT) and Text-to-Speech (TTS) capabilities that simplifies configuration and expand provider options for voice bot deployments.

• Speech-to-Text (STT): Previously, you could bring your own transcription service by providing credentials for a supported provider. In this release, you can use basic default transcription capabilities with NiCE CXone Transcription, allowing you to use a preconfigured transcription provider without manual setup. You can also continue to bring your own supported transcription provider by supplying your own credentials.

• Text-to-Speech (TTS): Previously, you could bring your own Text-to-Speech provider by supplying credentials for a supported service. In this release, you can use preconfigured Azure standard voices provided by NiCE CXone without manual setup. HD voices are not included. You can also continue to bring your own supported Text-to-Speech provider by supplying your own credentials.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Send Status to CXone Copilot Node in AI Agents (Cognigy)

The Send Status to CXone Copilot node enables you to send the final status of a workflow to NiCE CXone Copilot. It is typically used at the end of a Flow to indicate whether the workflow was completed successfully or failed. Use this node only in Flows that are integrated with NiCE CXone Copilot. Place this node at the end of the Flow to ensure accurate reporting of workflow completion.

This node is dedicated to AI Agents (Cognigy) for Process Automation (Task Assist). It will be activated once AI Agents (Cognigy) for Process Automation (Task Assist) are enabled, allowing multi-step workflows to run directly within Copilot. This capability is planned later in the 26.2 release cycle.

Customer Request

UI Change

Availability

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

PCI Compliance Support for AI Agents (Cognigy)

In this release, AI Agents (Cognigy) supports full PCI (Payment Card Industry) compliance to help you securely handle payment-related interactions within your CXone-powered voice and digital experiences.

With this enhancement, you can use AI Agents (Cognigy) in environments that require PCI-compliant handling of payment card information, helping you meet industry security standards and regulatory requirements.

Customer Request

UI Change

Availability

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

Telco Carrier for AI Agents (Cognigy)

All new AI Agents (Cognigy) sales now use NiCE telco as the default voice carrier. Third-party carriers are still supported. This change does not affect existing AI Agents (Cognigy) customers, but will take effect for renewals.

Customer Request

UI Change

Availability

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

AI Agents (Cognigy) Availability in New Regions

In this release, AI Agents (Cognigy) is available in additional regional data centers to support broader global deployments and regional compliance requirements. In this release, the integration will become available in the following regions:

• South Africa (ZA1)

• United Arab Emirates (AE1)

Customer Request

UI Change

Availability

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

Copilot for Agents

Enhanced Copilot Configuration on Engagement Hub

In this release, you can expand use of both Automated Summary (AutoSummary) and Copilot for Agents for Engagement Hub across Europe and Australia, using select third-party ACD platforms by Cisco, Avaya, and Genesys.

You can use new configuration tools in Copilot for Engagement Hub, including Rules Engine, Custom Prompts, and Decision Trees, to define how agents are guided during interactions. You are also able to test and validate these configurations before rollout.

In addition, you can use AI Agents (Cognigy) for Process Automation (Task Assist) with AI Agents (Cognigy) without Studio to perform API look-ups using ANI and other metadata, send data to agents in real time, update customer records during interactions, and access metadata directly from Engagement Hub, making adoption easier without changing your existing call flows.

Support for the A-Law audio codec is now included for regions such as Europe and Australia, supporting large-scale telephony environments and enabling a consistent experience across both A-Law and u-Law regions for your global contact centers.

Customer Request

UI Change

Availability

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

Expanding Copilot for Agents Across Regions, Languages, and Cloud Environments

In this release, you can use Copilot for Agents in more regions and secure environments, with improved personalization and compliance.

• Japan (JP1): You can use Copilot for Agents and Automated Summary (AutoSummary) in the Japan region, with real-time guidance, summaries, sentiment, and knowledge support across voice and digital channels.

• UK Sovereign Cloud: You can use Copilot for Agents and Actions while keeping data within the UK. This includes Automated Summary (AutoSummary), phrase-based guidance, advanced rules support, and Welsh transcription.

• Australian Sovereign Cloud (AUS Sov): You can use the full Copilot for Agents experience, including Knowledge Hub, Actions, AI Agents (Cognigy) for Process Automation (Task Assist), and Automated Summary (AutoSummary), while meeting Australian compliance requirements.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Copilot for Agents in FedRAMP Environment

In this release, you can use Copilot for Agents in a FedRAMP-compliant environment, so you can deliver AI-powered agent assistance while meeting U.S. government security and compliance requirements. You are able to:

• Use Copilot for Agents within CXone Agent in a FedRAMP-certified region.

• Access supporting capabilities such as Observability Dashboard, and GenAI Prompts, all aligned with FedRAMP standards.

• Deploy and use Copilot for Agents and Automated Summary (AutoSummary) as fully-supported features in this environment

Customer Request

UI Change

Availability

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

Decision Trees Form Mode

In this release, you can use an expanded Decision Tree experience in Copilot for Agents to capture customer inputs. You can:

• Capture dates and times using dedicated fields with AI auto-fill from conversations, manual editing, and built-in validation.

• Choose between Interview Mode and a new Form Mode, where you can view and complete all questions in a section at once, review answers, and fix errors before submission.

• Control how conversations follow the Decision Tree using Responsive Sequencing, allowing either a guided, flexible flow or a structured, linear approach.

Existing Decision Trees will continue to work as they do today, and you can opt in to the new experience for new configurations. Decision Trees are not available in FedRAMP or Sovereign regions.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Enhanced Control for Advanced Rules

In this release, there are new settings to refine how advanced rules behave during interactions. You can:

• Set a maximum number of times a rule can trigger in a single interaction

• Define a cool-off period to prevent repeated back-to-back alerts

• Configure an activation threshold so rules trigger only after conditions are met a set number of times

• Create rules based on customer intent, so actions are triggered by meaning rather than exact keywords

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Customer Request

UI Change

Availability

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

Multi-Step AI Agents (Cognigy) for Process Automation (Task Assist) Workflows with Copilot and AI Agents (Cognigy)

In this release, AI Agents (Cognigy) for Process Automation (Task Assist) enables AI Agents (Cognigy) to run multi-step workflows directly within Copilot. These workflows support structured, stepwise execution where interactions can pause for input and resume from the same state, enabling complex multi-turn tasks within a single interaction. You are able to:

• Start workflows through Copilot recommendations, search, manual selection, or rule-based triggers

• Execute workflows step-by-step by responding to inputs and forms rendered in Copilot UX

• Run multiple workflows within a single interaction (one at a time, sequentially)

• Work within a dedicated Process Automation space with clear workflow status

Workflows follow the logic defined in AI Agents (Cognigy). Copilot acts as the interface to present each step as inputs and adaptive card-based forms and to capture agent responses. Auto-fill is supported only for the optional starter form configured at the Copilot profile level, using available context. Once a workflow is invoked, execution continues based on the AI Agents (Cognigy) flow, and progress is maintained across steps.

Admins are able to:

• Connect and enable AI Agents (Cognigy) workflows directly within Copilot profiles, simplifying admin setup by removing the need for Virtual Agent Hub configuration

• Configure optional starter forms to capture input before workflow invocation

• Define session timeouts and control transcript sharing (full transcript or summary at invocation)

• Use the Rules Engine to trigger workflows in recommendation or auto-run mode. These workflows do not need to be enabled in the Copilot profile and can run silently. To allow agents to manually trigger a workflow, it must be enabled in the profile.

• Workflow testing and validation are performed within AI Agents (Cognigy).

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Custom Adaptive Cards

In this release, you can define Adaptive Card schemas to send into Copilot for Agents, so you can display rich, tailored customer information directly within the Copilot experience. You can:

• Define card layout and content using AI Studio Elements.

• Choose where the card appears in Copilot, either in the Copilot Feed or as a page within Copilot.

• The Adaptive Card schema layout is defined as an element and is populated with data through APIs.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Checklist Cards

In this release, you can use Checklist cards in Copilot for Agents to guide you through key steps during customer interactions. You are able to:

• View a checklist with a clear title, instructions, and progress indicator.

• Mark items as complete manually or have them update automatically based on conversation or time.

• Easily track progress with visual cues like completed items and time-based indicators.

• Admins can configure checklists by defining titles, instructions, and up to 20 items, along with how each item is completed (manual, keyword-based, or time-based).

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Copilot Pages and Toolbar Navigation

In this release, you can see a new vertical toolbar in Copilot for Agents that helps you navigate more easily and stay focused during interactions. You can:

• Open dedicated pages for AI Agents (Cognigy) for Process Automation (Task Assist), Adaptive Cards, Automated Summary (AutoSummary), and Feedback instead of using a single feed.

• Switch between pages quickly using toolbar icons.

• See notifications on toolbar icons when new insights are available.

• Provide more screen real estate for key activities for better visibility and easier action.

This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

New KB Query Extraction Prompt for Copilot for Agents

In this release, Copilot for Agents gets an enhanced question extraction experience that more accurately detects and rephrases questions from a dialog that can be answered from the knowledge base.

From AI Studio > GenAI Prompts, you can configure a new prompt type called KB Query Extraction that includes settings such as knowledge base scope (describing the type of content available in the knowledge base) and tenant details (tenant-specific language, acronyms, and contextual information about the tenant’s business).

You can assign KB Query Extraction prompts in the Copilot for Agents Profile → Knowledge tab, where you see a new KB Query Extraction dropdown menu with a list of available prompts.

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Customer Request

UI Change

Availability

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

Primary and Secondary KB Answer Cards in Copilot for Agents

In this release, Copilot for Agents expands KB Answers to support Secondary responses with manual, direct queries and to surface supplemental assets (web links, images, process steps) when a Secondary response is generated. Additionally, Copilot for Agents supports separate Primary and Secondary Knowledge Base (KB) Answer cards for both automatic (transcript-driven) and manual (agent-driven) queries.

A new KB Answer Type setting allows you to define which answers Copilot returns for automatic queries extracted from the transcript. You can choose between Primary, Secondary, or Both (with the default set to Primary).

For manual queries, a similar configuration is available through the Manual KB Answer Response setting. This allows you to select whether the response includes Primary, Secondary, or both types of KB answers (with the default set to Primary).

For Primary KB Answers, a new Card Title field is introduced with a default value of “Primary Answer”. For Secondary KB Answers, the existing Sub-Card Title field is renamed to Card Title, with a default value of “Secondary Answer”.

These configured Card Titles are displayed in the Copilot KB Answer Card to help the agent identify which type of answer is provided.

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Customer Request

UI Change

Availability

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

Copilot for Supervisors

Phrase-Based Alerts

You receive real-time alerts in Copilot for Supervisors when specific phrases are said or not said during the interaction, as predefined in the Rules.

You:

• Use rules created in the Rules Engine (Copilot Advanced) to define which phrases matter.

• Choose when a rule should trigger, for example:

  • When a phrase is said.

  • Who said it (agent or customer).

• Select a new Notify Supervisor action in the rule so that Copilot for Supervisors displays an alert.

When a rule condition is met, Copilot for Supervisors presents an alert containing key details such as the triggering phrase, the time offset at which it occurred, the rule name, and more.

This enables you to react quickly, support the agent, or step in when needed.

This feature is available to tenants with both Copilot Advanced (Rules Engine) and Copilot for Supervisors licenses.

Customer Request

UI Change

Availability

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

Accessibility Improvements

NiCE CXone Copilot for Supervisors includes significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

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

Dashboard

New Outbound Engagement Metrics

You can see two new Outbound Engagement metrics in the dashboard:

• Agent Connects per Hour

• Agent Handled per Talk Hour

These metrics give you clearer insight into agent productivity. Additional metrics will be added in a future release.

Customer Request

UI Change

Availability

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

Segmentation by Division

You can now filter dashboard and report data by division ID. This gives you the ability to control data visibility for Business Process Outsourcer (BPO) and multi-division environments. Prebuilt ACD and QM reports and widgets also support this filtering.

Customer Request

UI Change

Availability

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

NiCE CXone Hierarchy Support (QM Widgets & Reports)

You can now filter quality-related widgets and reports using the NiCE CXone hierarchy (levels 0–11). You can also see new hierarchy columns in detailed reports. This gives you consistent filtering across evaluation and performance data.

Customer Request

UI Change

Availability

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

Manage Reports Enhancements

There is a new Favorites tab on the Reports page. Reports also load all widgets at the same time, allowing you to open a report without being locked out of the rest of the system.

Customer Request

UI Change

Availability

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

Accessibility Improvements

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

Customer Request

UI Change

Availability

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

Interaction Summary Widget

A new widget shows the history of detailed handled interactions. The widget includes the contact life, transcript, and recording for any interaction you select. You can use this widget to research interactions and see how they are routed and handled by an agent.

Customer Request

UI Change

Availability

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

Audit API

Provides the ability to request audit data through an API endpoint. This allows you to retrieve detailed audit data through the API and use it as a data source for any system that needs the information.

Customer Request

UI Change

Availability

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

Desktop Discovery

Node Watch

Node Watch provides a centralized dashboard that gives Admins and Supervisors a single, consolidated view of the Desktop Discovery Client’s health status for a tenant.

Customer Request

UI Change

Availability

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

Create Application

A new way to create an application makes it easier to group applications that follow a common pattern. This update adds support for wildcard‑based grouping at the application level, allowing users to define application groups more efficiently and reduce manual configuration.

Customer Request

UI Change

Availability

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

Virtual Desktop Infrastructure Extended Support

The Desktop Discovery Client is certified on the following VDI platforms:

• Citrix – Windows 11 and Windows Server 2022 multisession

• Microsoft 365 (Office 365) – Windows 11

• Amazon Workspaces – Windows 11

Customer Request

UI Change

Availability

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

Support Data Collection from a 32/64-bit Terminal Software

The Desktop Discovery Client supports gathering data from terminal emulator windows. This enhancement allows users to configure specific text from the terminal window to be captured as the processTitle in data collection actions.

Customer Request

UI Change

Availability

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

DEVone Integrations

InteractCX

Pricing Updates

The pricing model for InteractCX has been updated.

Customer Request

UI Change

Availability

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

Pindrop

Pindrop Pulse for Meetings

The Pindrop Pulse for Meetings integration is now available for partners. It provides protection against AI-powered deepfake attacks using deepfake detection, voice similarity technology, and geolocation intelligence. It is available for Zoom, WebEx, and Microsoft Teams.

Pindrop Pulse for Meetings is licensed separately per user.

Customer Request

UI Change

Availability

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

Digital Experience (DX)

Digital Chat Web SDK v3.1

A new version of the chat web SDK, version 3.1, is released. Version 1.3 is no longer supported. Contact your NiCE CXone account representative if you need assistance updating to the new version.

Customer Request

UI Change

Availability

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

Hide Agent Personal Information from Digital Chat

You can now hide agents' Contact center employee who interacts directly with customers through inbound or outbound communication channels (voice, digital, or omnichannel). names, photos, and other personal information from chat events. When you hide this data, the chat UI and system messages use generic labels (set up in settings) and icons instead of personal details. This is configured per chat messaging and live chat channel Various voice and digital communication mediums that facilitate customer interactions in a contact center.. This is available in both the classic and redesigned DX Chat UI and the Chat Web SDK.

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Customer Request

UI Change

Availability

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

Rich Message Fallback Text in Interaction Transcripts

Previously, interaction transcripts emailed to contacts The person interacting with an agent, IVR, or bot in your contact center. did not include rich messages Elements in digital messaging such as buttons, images, menus, and option pickers.. In this release, they show the rich message type and its fallback text.

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Customer Request

UI Change

Availability

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

Chat User Interface Enhancements

The following UI enhancements are made to digital chat in this release:

• Improved New Message Animation: The animation of new messages has been improved for both the contact and agent side.

• Input Bar Activity: Previously, the input bar was disabled for 0.5 seconds after a contact sent a message. In this release, it is not disabled. This provides a smoother, more accessible customer experience.

Customer Request

UI Change

Availability

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

Microsoft SMTP Support for Inbound Email

NiCE CXone Email supports integration with Microsoft SMTP servers through the Microsoft Graph API Application Programming Interface. Allows you to automate certain functionality by connecting your NiCE CXone system with other software.. Previously, this was only supported for outbound email. In this release, it is also supported for inbound email.

You need help from your NiCE CXone account representative to configure this.

Customer Request

UI Change

Availability

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

In-Chat Apple Messages for Business Form Messages for Non-Compatible Devices

Previously, when a contact's The person interacting with an agent, IVR, or bot in your contact center. device did not support form messages, Apple Messages for Business sent an external form link. In this release, it now breaks the form into simple in‑chat messages. Contacts answer one question at a time using quick replies, list pickers, or text replies, depending on each input type in the original form message. Apple Messages for Business sends answers back to agents as a form submission. This streamlines the form filling experience for contacts with non-compatible devices, keeping them in the chat window instead of asking them to switch to a browser. Form messages are supported in iOS 18.4 and later.

Customer Request

UI Change

Availability

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

Additional Priority Settings in UPDATE CONTACT DIGITAL Studio Action

You can now use the UPDATE CONTACT DIGITAL Studio action to change more priority settings for digital interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. You can set the following new properties:

• Initial Priority

• Acceleration

• Max Priority

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Acceleration and Max Priority are supported only when Integrated Matching is enabled, as these values are passed to and handled by the routing engine; without Integrated Matching, only Priority applies.

Customer Request

UI Change

Availability

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

Delete Last Sent BYOC Message

Agents can now delete the last message they sent on BYOC channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. in the agent application. The message is deleted for both the agent Contact center employee who interacts directly with customers through inbound or outbound communication channels (voice, digital, or omnichannel). and the contact The person interacting with an agent, IVR, or bot in your contact center.. This is only available if your BYOC APIs support delete/recall operations. If they do not, you must work with your third-party provider to add support for delete/recall.

Customer Request

UI Change

Availability

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

OAuth 2.0 Integration for BYOC

Previously, for BYOC integration, the /token endpoint only accepted credentials as JSON form payload. In this release, you can send OAuth 2.0 credentials as x-www-form-urlencoded. Existing integrations that use JSON format keep working. You can choose the format that works best with your integration or middleware.

Customer Request

UI Change

Availability

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

Typing Indicators for BYOC Chat

Typing indicators are now available for BYOC chat channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. with mTLS security enabled. They are available for both agents Contact center employee who interacts directly with customers through inbound or outbound communication channels (voice, digital, or omnichannel). and contacts The person interacting with an agent, IVR, or bot in your contact center. on inbound and outbound interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..

Customer Request

UI Change

Availability

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

Hidden Client Secret for Automated Language Translations

The Client secret you enter for automated language translations is no longer shown in plain text after it's saved. Instead, the text "Leave blank to keep existing value unchanged" appears in the field. This improves security.

Customer Request

UI Change

Availability

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

MMS Support for Sinch Carrier

NiCE CXone agents will soon be able to send and receive MMS messages through the Sinch carrier. This feature will support both inbound and outbound MMS, including text and up to five attachments per message. Supported file types will include JPEG, PNG, GIF, and VCF, with a maximum file size of 5 MB per attachment.

Customer Request

UI Change

Availability

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

Mobile SDK

Accessibility Improvements

Mobile SDK now includes accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

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

Time Picker Rich Messages

Time picker rich messages are now supported in Mobile SDK. These display a list of available time slots to choose from. Contacts can only select one option, and they cannot change it. Mobile SDK does not support adding a location to the event details.

Customer Request

UI Change

Availability

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

Chat ID Security

You can now choose how long a chat session lasts. A secure, read‑only cookie stores a small token that includes the customer ID and expires based on the time you set. This token is used to verify the customer when connecting to the socket, so the chat window no longer needs to store the customer ID.

Customer Request

UI Change

Availability

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

Loading Bar Improvements

The loading bar is now smaller and less obtrusive to avoid disrupting user workflows.

Customer Request

UI Change

Availability

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

Cache Channel Info

Channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. information is now cached for five minutes, reducing repeated calls and improving performance. This prevents Mobile SDK from requesting the same channel details each time the app is minimized or the user navigates within the mobile app.

Customer Request

UI Change

Availability

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

Use Agent Nickname

In this release, Mobile SDK uses the agent's nickname instead of their full name, if a nickname is available. Agent nicknames are set in the Nickname field in NiCE CXone > app selector > Digital > Agents.

Customer Request

UI Change

Availability

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

Knowledge Management (Expert)

Webhooks

This feature provides real‑time notifications for defined events within a site, such as page creation, user updates, and file changes.

Customer Request

UI Change

Availability

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

Auto Description for Media Manager Files

This feature automatically generates a description for each file uploaded to Media Manager.

Customer Request

UI Change

Availability

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

Pinned Pages Enhancements

This feature adds sorting options to the Pinned Pages list, including alphabetical sorting and sorting by most recently added. It also adds an update indicator to show when a pinned page has changed.

Customer Request

UI Change

Availability

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

Site Speed Enhancements

This feature includes performance optimizations that reduces page load times across the site.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all NiCE CXone customers. Some GA features may require you to purchase a license to use it. On deploy This feature is immediately available when the new release deploys to your environment; a license may be required to view or access the feature. for new sites only

OIDC Preferred Usernames

This feature displays preferred usernames from the OIDC identity provider instead of GUID‑based identifiers. The preferred username appears throughout the UI, including toolbars, Control Panel areas, reports, and exports.

Customer Request

UI Change

Availability

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

GenAI Prompts

Template Update Support

In this release, you have more control and visibility when template updates occur. When a template is updated, you see clear information about the new version so you can understand what has changed. You can decide per profile whether to continue using the current template or move to the updated one. This allows you to roll out template updates gradually instead of changing all profiles at once. You can also create new profiles that use the updated template, allowing you to test and compare it with your existing profiles before migrating them.

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This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

Deprecated LLM Handling

In this release, you are notified when a model used in your GenAI Prompts profile is nearing deprecation or is no longer supported. These notifications help you identify which profiles are affected so you can update them to use a supported model.

You also see an icon in the LLM list to help you quickly identify models that are being deprecated or are no longer supported.

To ensure continuity, requests made with deprecated models are automatically redirected to supported models in the backend. However, you are still encouraged to update your templates directly in the GenAI Prompts so you can maintain transparency and control over the models used in your prompts.

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This feature will be available later in the release cycle.

Customer Request

UI Change

Availability

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

New KB Query Extraction Prompt for Copilot for Agents

In this release, you can create and manage a new KB Query Extraction prompt type in GenAI Prompts. This prompt type helps you to define how Copilot for Agents extracts queries from conversations and interacts with knowledge sources. You can configure advanced options such as:

• Knowledge base scope to specify which knowledge bases Copilot for Agents will search.

• Tenant details such as tenant specific language, acronyms, and contextual information to tailor query behavior to your tenant context.

You can assign KB Query Extraction prompts at the profile level. Within each Copilot for Agents Profile → Knowledge tab, you can see a new KB Query Extraction dropdown menu with a list of available prompts.

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Customer Request

UI Change

Availability

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

Guide

Access the Moxie Agent Attribution Report Directly in Guide

In this release, you can access the Moxie Agent Attribution data in the data lake. You will be able to access the Moxie Agent Attribution report directly in Guide in a future release.

Customer Request

UI Change

Availability

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

Introducing Remove Guide Template Action

In this release, you can remove guide templates automatically when creating rules in Guide Admin. This action removes templates based on rules even after a page has loaded. It is useful when conditions change after you have loaded a page with a guide. You can choose to remove one specific template or all templates at once. This feature is available 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 remain unchanged.

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Customer Request

UI Change

Availability

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

Introducing Digital Experience (DX) Chat in Demo Mode

In this release, you can use a new enhancement in the Guide → Branding section that expands chat window customization through a dedicated Chat Window tab.

You can easily customize key elements such as header background, font and icon colors, as well as agent and customer message bubble and font colors, all from a centralized interface.

A real-time desktop preview displays changes instantly within the chat window, allowing quick iteration and fine-tuning. The chat can also run in a demo mode initiated directly from Guide, so users can immediately see their changes without impacting the live environment. You can run chat in demo mode using options like demoMode: true, and leverage JavaScript APIs, for example,cxone('chat', 'setThemeColors', ...) for added flexibility.

Your existing CSS customizations remain fully supported. If Branding settings and CSS do not conflict, both are applied (for example, Branding controls text color while CSS controls layout). In case of conflict, CSS takes precedence.

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Customer Request

UI Change

Availability

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

Integration Hub

Regional Availability

Integration Hub is available in the following new regions: the United Arab Emirates (UAE) and Osaka.

Customer Request

UI Change

Availability

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

Interaction Analytics (CXone)

Support Business Data in IA

You can now use your own business data, such as customer tier or retention status, directly in Interaction Analytics (CXone). This update lets you search, filter, and categorize interactions using imported business data, alongside existing IA metrics. You see new options in filters, categories, and the Interactions Table, making it easier to analyze and report on your customer interactions. Business data is also available for use in Dashboards, Categories, and Reporting, enabling deeper insights and more flexible, tailored reports for your organization.

Customer Request

UI Change

Availability

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

Accessibility Updates

Interaction Analytics (CXone) now includes significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs

Various enhancements have been made to make IA more accessible. Accessibility is now generally available for theIA application, including the core application, AutoDiscovery, and Copilot for Analytics. This update affects user interface and functionalities across these areas.

Customer Request

UI Change

Availability

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

Ask Analytics Updates

The feature is now renamed to Copilot for Analytics.

• The Copilot panel is repositioned to align with the wider NiCE CXone suite experience, providing a more unified and consistent user interface.

• This update also introduces additional filters, enabling more precise questions and helping you narrow down Analytics results more effectively. As a result, you can discover Insights faster, reduce manual effort, and streamline complex workflows. Currently, it does not support filtering by business data fields.

• This feature will be available in all regions except the UAE.

Customer Request

UI Change

Availability

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

Configurable Redaction Support

Administrators can now configure redaction rules through a dedicated self-service interface under Admin> Analytics Services > Redaction Profiles. This feature provides flexible, granular control over which data types are redacted from transcripts, audio, and digital interactions, supporting multiple languages and entity types. Access is managed via new licensing and permissions, and migration is automatic for eligible tenants.

Customer Request

UI Change

Availability

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

Configure Post Call Analytics Policies

• A new Analytics Policies page under Admin> Analytics Services now lets you centrally define which language to use when analyzing interactions, based on the Business Data values. You can activate or deactivate policies, sort them, and have them evaluated from top to bottom. A new Analytics Policies license and Admin permission controls the access.

• Existing IA/QMA/QMP customers receive the license automatically with this release.

Customer Request

UI Change

Availability

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

Transcription Engine Update

The post-call transcription used by IA is now upgraded to use the new V11 ASR Transcription engine. This upgrade improves transcription accuracy and expand language coverage to include all languages supported by IA. All supported languages move to the V11 engine with no customer tuning required, and existing transcription workflows continue to operate as they do today. As part of this upgrade, post‑call transcription also transitions to Transcription V11.

Customer Request

UI Change

Availability

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

AutoDiscovery Improvements

Enhancements to the AutoDiscovery feature are now available, focusing on maintenance and operational efficiency. These improvements deliver a more streamlined and effective experience for users of Interaction Analytics (CXone) without changing the overall AutoDiscovery workflows.

• Faster first page load times

  The initial AutoDiscovery results page now loads faster, especially on large datasets, due to optimizations that reduce the amount of data processed in the initial view.

• Improved compatibility with newer transcription data

  AutoDiscovery’s backend processing has been updated to work more effectively with the latest Interaction Analytics transcription formats, helping maintain consistent results as transcription systems evolve.

Customer Request

UI Change

Availability

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

RBAC Increased Number of Views Supported

The maximum number of teams or skills that can be configured for views in Interaction Analytics (CXone) is now increased. The new limit supports at least 500 views, allowing larger organizations to manage and analyze more teams or skills without impacting performance.

Customer Request

UI Change

Availability

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

Support Cisco Chat

Support for Cisco Chat is now available in Interaction Analytics (CXone). This feature enables ingestion of Cisco Chat segments, enforces redaction of sensitive data, and provides analytics for customer-agent interactions, ensuring compliance and enhanced insights.

Customer Request

UI Change

Availability

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

Support CRM Ticketing on Voice

The existing CRM Ticketing (Playvox) integration, which previously supported only digital channels, is now extended to include voice interactions. IA continues to support analytics for customer/agent interactions only.

Customer Request

UI Change

Availability

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

Interactions Hub

Support for Configured Redaction by Entity

You can now set redaction rules for specific data entities. This gives you more control over how the system masks sensitive information in transcripts and recordings. The system automatically applies redaction to all interactions that match your selected criteria. Configure this feature in the Redaction Profile.

Customer Request

UI Change

Availability

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

Litigation Hold Release Directly from an Existing Policy

You can now release all segments under Litigation Hold directly from the original hold policy. With one action, you can create a matching release policy and approve it. This removes the need to rebuild criteria manually. This change makes the release process faster and easier.

Customer Request

UI Change

Availability

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

Tagging Policy (Using Business Data)

Create a new Data Tagging policy that updates selected interactions with Business Data values. Upload a CSV file to tag contacts or segments, helping you discover interactions for compliance actions such as Litigation Hold or Playback Lock. This allows you to classify interactions at scale using your own business rules.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Recording Quality Assurance Widget

On the Risk Detection board, you can see the new Recording Quality Assurance widget. You can set a quality score threshold, and the system will identify interactions that fall below it. You can then adjust the threshold at any time to tighten or relax your monitoring criteria and take compliance actions as needed.

Customer Request

UI Change

Availability

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

Accessibility Improvements

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

Customer Request

UI Change

Availability

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

Knowledge Hub

Support for Multiple Knowledge Connectors

Knowledge Hub ingests and stores knowledge from the knowledge source of your choice. In this release,Knowledge Hub supports Document360​, WordPress​, Sharepoint .aspx, LightHouse, and RightAnswer knowledge source. Additionally, the Drupal connector has been enhanced to fetch data from multiple objects.

Customer Request

UI Change

Availability

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

Simplified OAuth Setup and Flexible Metadata Selection for the Salesforce Knowledge Connector

In this release, you can set up the Salesforce knowledge connector with a simplified OAuth flow and greater control over the Salesforce metadata you ingest into Knowledge Hub.

Previously, you were required to manually generate authentication tokens by running python script to enable authentication with Salesforce knowledge management system. In this release, this manual effort is no longer required, once you enter the minimal parameters, you are redirected to Salesforce to authenticate using Salesforce credentials. The system automatically generates any required tokens in the background, eliminating the need to manage or reconfigure them.

You can also control which metadata fields are ingested from your Salesforce knowledge source. You can see all available native and custom metadata fields with mandatory fields preselected, and you can select additional fields for use cases such as filtering, data restriction, and search relevance. Articles and metadata are ingested based on your selections. You can modify the configuration before the first successful sync; afterward, you will have to delete and recreate the knowledge source to change the metadata selection.

Customer Request

UI Change

Availability

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

Partner Applications

Tenant Management

Prompt Toggle Removed from ACD > CXone Studio

Previously, a NiCE CXone account representative had to enable the Prompts toggle under ACD > Studio in Tenant Management to make the Prompts page visible in Studio.  In this release, the toggle is removed. The Prompts page is available by default. You still need to assign a permission to roles in Admin to provide users access to the page.

Customer Request

UI Change

Availability

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

Export Tenant Management Users

You can now export a list of Tenant Management users. This gives you greater visibility into who has access to the Tenant Management application.

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Customer Request

UI Change

Availability

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

Presence Connect

Connections Hub

You can now find Presence Connect in the app selector under UCaaS Integrations > Connections Hub.

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Customer Request

UI Change

Availability

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

Integration with BluIP

BluIP (an automation-as-a-service provider) is now supported as a new partner in Presence Connect.

Customer Request

UI Change

Availability

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

Performance Management (Native)

Share Dashboard by Role

Dashboards now support role-based sharing so recipients of a shared dashboard will only see the metrics that apply to them. Agents see their own data, supervisors see team results, and managers see performance across the organization. This improves clarity and helps each user focus on the data that matters most to them.

This feature requires a PM – Insights license to activate.

Customer Request

UI Change

Availability

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

Accessibility Improvements

NiCE CXone Performance Management (Native) includes significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

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

Quality Management (CXone)

Evaluation Summary (Evaluation Insights) Driven Auto‑Filled Coaching Sessions

You can now save time when creating coaching sessions from a single Evaluation Summary (Evaluation Insights) or a Bulk Evaluation Summary. When you click Create Coaching Session from any Evaluation Summary (Evaluation Insights), the summary you are viewing is automatically attached, and the agent’s name fills in for you. If you create coaching from a Bulk Summary, all included evaluations are added automatically as well. Additionally, the Strengths, Improvements, and Suggestions fields auto‑populate based on the Evaluation Summary (Evaluation Insights) even when using a bulk summary. You can then review, edit, or remove any content to customize the coaching before sending it.

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This update reduces manual steps and helps you move quickly from identifying an issue in Search to delivering clear, targeted coaching with all the context already in place.

This feature is available for users with the Quality Management (CXone) Advanced and Gen AI licenses.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Quality Management (CXone) Advanced Analytic Categories on Hover in Ticket Viewer

You can now see Quality Management (CXone) Advanced analytic categories for each segment directly in the Ticket Viewer. When you hover over a segment, you see a small highlight and an analytics card. This card shows only the categories that belong to that specific segment, so you quickly understand what topics were discussed in that part of the ticket without leaving the Ticket Viewer. You clearly see which segment the analytics relate to, and the hover card stays out of the way of the main content and playback controls. If a segment has no analytics, you do not see a card for it. This accelerates your insight discovery by helping you scan tickets faster and focus on the segments that matter most.

This feature is available for users with the Quality Management (CXone) Advanced license.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Quality Management (CXone) Advanced Ticket Metrics

You can now see a new Metrics and Analytics view that brings all ticket-level analytics into one place. You see agent and customer sentiment, Enlighten sentiment, agent Enlighten behaviors (requires Enlighten CSAT license), and all indexed categories together in one place, so you quickly understand the overall gravity of how each ticket was handled at a glance. Additionally, you can see the subsequent segments in chronological order with the Quality Management (CXone) Advanced Categories for that segment, the respective sentiments, Enlighten Sentiment and Enlighten agent behaviors (Enlighten CSAT license).

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This feature is available for users with the Quality Management (CXone) Advanced license.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Ticket CRM CSAT Score is now available

Supervisors can view the CSAT score provided with the CRM Ticketing through the CRM in the Ticket Metrics tab to better understand the customer’s experience.

Quality Managers can assign tickets for evaluation based on CSAT scores to target improvements in Customer Satisfaction. You now have access to a new CSAT score filter in Quality Plans allowing you to set conditions such as Less than, Greater than, Equal to, or Between. The plan automatically selects CRM tickets with matching scores, enabling evaluators to focus on interactions that need coaching most.

This feature is available for users with the Quality Management (CXone) license.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Cisco Multi‑ACD Chat Support

You can now manage Cisco chat in the same way you manage voice. With this enhancement, you expand your Omni-Channel coverage by adding offline Cisco chat transcripts into Quality Management (CXone) through a new Store and Forward API recording source (shown in Quality Plans as Engagement Hub). You see this new source in the Quality Plan creation screen, and when you select it, channel, screen, and skills/disposition filters do not appear, allowing you to focus on evaluating the imported chat interactions.

Cisco chat transcripts are ingested into NiCE CXone, read by Quality Management (CXone), and treated like any other interaction segment for Quality Plans. You can run your existing Quality Management (CXone) processes on these chats, side by side with voice, giving you a unified view of quality across both voice and digital interactions in your Cisco-based environment.

This feature is available for users with the Quality Management (CXone) license.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Bulk Reassign Evaluations

You can select and reassign multiple evaluations at once from the Manage Evaluations page. You see a checkbox next to each interaction, plus a Select All checkbox in the header. You can choose one or more interactions, up to a maximum of 50 at a time, and then click Re‑Assign. All selected evaluations are reassigned to the same new evaluator within the same Quality Plane, and the reassignment works just like it does today for a single interaction. You can only bulk-reassign evaluations that have the same evaluation type, have the same status or are in New state. If the selection does not meet these rules, you see a clear error message and cannot continue.

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This feature is available for users with the Quality Management (CXone) license.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

New Form Header Fields

You can now see key interaction and business data right at the top of your evaluation forms. You can add up to 10 fields (such as Channel, Media Type, Agent ID, Segment Duration, Team Name, Customer Info, Sentiment, CSAT %, and more) and view them on Evaluation, Calibration, and Self‑Assessment pages for a single, unified view of each record.

This feature is available for users with the Quality Management (CXone) license.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Save Without Closing Evaluations

You can now use a new Save and Continue feature while working on evaluations. This feature lets you save your progress at any time so you won’t lose any updates if you leave the page or forget to submit the evaluation.

When you use Save and Continue, your in‑progress evaluation is visible only to you. Other users do not see it in reports or dashboards until you submit it. This new option makes it easier for you to work at your own pace and finish evaluations when you are ready.

While in progress, your evaluation do 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 changes only when the user submits the evaluation or clicks on Save As Draft.

This feature is available for users with the Quality Management (CXone) license.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

More Evaluations Per Coaching Session

You can now attach up to 10 evaluations to a coaching session, an increase from the previous limit of 5. With this enhancement, supervisors can include all relevant evaluations in a single Coaching Session, along with the required Behaviors and Focus Areas supported by coaching comments creating a complete, end‑to‑end evaluation‑to‑coaching flow. Agents then review the session, provide their comments, and sign off to confirm they are being coached on all included evaluations in one consolidated session.

This feature is available for users with the Quality Management (CXone) license.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Accessibility Improvements

Quality Management (CXone) now includes significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

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

New Permissions for Quality Management (CXone)

Access to certain Quality Management (CXone) features depends on Teams and Groups permissions. You must have at least View access to both Teams and Groups to use related sections on pages such as Quality Performance, Forms, Scorecard, and Quality Plan.

Manage these permissions under Admin > Security > Roles and Permissions. If the required permissions are missing, only the affected sections will be limited or unavailable.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On toggle For this release, the feature automatically toggles on later in the release. If you've registered for Service Notifications, watch for one that indicates when. See Service Notification Timeline in the top left menu.

Recording Management (CXone)

Support for Multiple ANI/DNIS Values in Data Export

The Data Extract API now supports multiple values for ANI/DNIS records. These appear in a new Customer Address column.

For more information see Interaction Metadata Entity and CSV File and Developer Portal.

Customer Request

UI Change

Availability

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

Interactions Journey Summary

The new Interaction Journey Summary View lets you to visualize an entire interaction journey in a single window. The Interaction ID and its related segments, including all transfers and durations displays. You can select a segment and showcase all the details of that segment in the tabbed panel alongside. A Summary overview of the conversation and sentiment, a full Transcript as well as all QM insights are easily viewable in this panel. This feature is available in CR only.

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Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On deploy This feature is immediately available when the new release deploys to your environment; a license may be required to view or access the feature.

Enhanced Support for Large Tenants in Recording Management (CXone)

The Recording Management (CXone) applications now supports larger tenants with up to 50,000 named agents for all features that include user searches. This improves performance of user and skill search and selection in high‑scale environments. These enhancements apply to Recording Policies and Interaction Search,

Customer Request

UI Change

Availability

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

Recording Search and Playback Accessibility Improvements

NiCE CXone Recording Search and Playback includes significant accessibility improvements designed to offer a smoother, more inclusive experience for users across a wide range of visual, motor, and cognitive needs.

Customer Request

UI Change

Availability

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

Media Download API

A new API called Media Download is available. You are able to use this API to bulk export voice or screen recordings. This API is available to new NiCE CXone users only, existing customers continue using the Media Playback API.

Customer Request

UI Change

Availability

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

Enhanced Recordings Deletion Workflow

Previously, deleting Interactions' recordings was a multi-hour process, with segments selected for deletion still appearing in the Search results as earmarked for deletion for up to 24 hours. In this release, a new deletion workflow, that completes in minutes, is introduced. See Delete Recordings.

Customer Request

UI Change

Availability

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

Search supports 250 Business Data Fields

The number of available Business Data fields per tenant was increased from 50 to 250 supported fields. This feature is supported in Search, Playback, Recording Policies and Data Extraction and is now available as GA.

To support these new additional business data fields, the Search feature was optimized to let users select up to 50 unique columns to display in the grid, from all of the 250 supported business data and additional metadata fields. Text search is applies to the selected columns.

Customer Request

UI Change

Availability

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

Screen Assist in Real‑Time Screen Monitoring

You can now guide agents by placing real-time notes anywhere on their screens during live monitoring. This gives you instant context, a less intrusive way to coach, and a quick way to point out and fix mistakes. You can also do this during a call or when no call is active, which supports Back and Mid-Office workflows.

Screen Assist is available for both CCaaS and Engagement Hub environments. To use Screen Assist, you need the Screen Recording Advanced license along with the Advanced ScreenAgent.

Customer Request

UI Change

Availability

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

ScreenAgent Manager: Can Be Recorded Screen Configuration

You can now update an agent’s Can be Recorded (Screen) setting directly in the ScreenAgent Manager. This saves you time by removing the need to switch to the Employees app to modify recording permissions.

Customer Request

UI Change

Availability

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

Reporting

APIs to Support Divisions

A new feature in Admin called Divisions lets you separate your organization into divisions for different purposes. The following Reporting and Real-Time Data APIs Application Programming Interface. Allows you to automate certain functionality by connecting your NiCE CXone system with other software. now support division-based filtering:

• GET /agents/states

• GET /contacts/active

• GET /contacts/{contactId}

• GET /contacts/{contactId}/state-history

• GET /contacts/states

• GET /skills/{skillId}/activity

You can specify the division for the API in a new divisionNo parameter.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On deploy This feature is immediately available when the new release deploys to your environment; a license may be required to view or access the feature.

New Enable Audit API

A new API called Enable Audit is now available. You can use this API to retrieve detailed audit records for reporting and compliance.

Customer Request

UI Change

Availability

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.Preview The feature is available for customers who are enrolled in a public preview program for it. If you're interested in taking part in the preview, contact your account representative. On deploy This feature is immediately available when the new release deploys to your environment; a license may be required to view or access the feature.

Outbound Engagement (SmartReach)

Disposition Categories in NiCE CXone

You can now use disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.categories from Outbound Engagement (SmartReach) in NiCE CXone. When agents handle interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. on Outbound Engagement (SmartReach) skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge., they see the disposition categories you configured.

Customer Request

UI Change

Availability

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

Studio

Favorite Actions

You can now create a custom list of favorite actions. Favorited actions appear in a Favorites category at the top of the Actions palette on the left side of the script canvas. Each script developer's list of favorites is saved to their preferences and loads in every script they open in Studio.

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Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

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

Action Background Colors on Script Canvas

Previously, all actions had a white background with a colored icon. In this release, the action backgrounds have changed. They solid colors with white text and icons. Different action types have their own colors to make it easier to tell what the purpose of an action is in the script. For example, actions that interact with the ACD application are bright pink, actions that provide scripting logic are blue, and actions that interact with data are gray.

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Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

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

Updates to Script Search

The search bar on the Scripts page has been updated. Previously, the search bar had a drop-down where you could specify the search criteria. In this release, it is more like a traditional search bar. You can still filter based on script name, action caption, parameter name or value, script media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient., and specific actions. These options are available in drop-downs that appear beneath the search bar.

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Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

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

Rich Text Editor for the ANNOTATION Action

The ANNOTATION action has been enhanced with a rich text editor. The editor allows you to modify your annotation notes with background colors, links, and text modifications such as italics, bold, and underlines. This allows you to create more readable notes that improve the user experience.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

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

Change to Visibility of Prompts Page

Previously, a NiCE CXone account representative had to enable the Prompts page for your NiCE CXone system. In this release, the Prompts page is available for all systems automatically. Access to the Prompts page is still controlled by a permission that a NiCE CXone administrator must assign to user roles. This permission is enabled automatically for the default Administrator role. This change reduces the steps involved in making the Prompts page available to your script developers.

Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

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

Suppression Script Type

A new script type is available that lets you create suppression scripts. These scripts are required to set up call suppression for outbound interactions. Call suppression lets you temporarily suspect outbound calls and SMS messages to contacts that meet certain criteria.

When you create a suppression script, the new script opens with a default template of a basic suppression script. You can modify it as needed to meet the needs of your organization.

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Web or Desktop Studio

Web only

Customer Request

UI Change

Availability

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

Supervisor Workspace (Supervisor)

Bulk Force Logout

You can log out one or more agents at once from the Focused view Agent grid.

This helps you address scenarios where multiple agents need to be logged out at once, such as:

• Shift completion

• Emergency drills

• Maintenance or test windows

This feature is available only to tenants who enable it in the Supervisor Settings, and to users with the required permission assigned.

Customer Request

UI Change

Availability

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

Unified Agent State (GA)

With the 26.2 release, Unified Agent States are generally available (GA). A toggle will be made available later in the 26.2 release cycle. Once available, you will be able to enable Unified Agent States at your discretion.

We strongly recommend that all customers transition to Unified Agent States, as this will represent the standardized and consistent agent state model across the entire product suite.

Customer Request

UI Change

Availability

GA The feature is generally available (GA) for all NiCE CXone customers. Some GA features may require you to purchase a license to use it. Other For this release, the feature will be available later in the release cycle. Please contact your account representative for more details.

Screen Assist

You can provide real-time contextual guidance to agents while monitoring their screens, by pinning sticky note comments directly on their screen.

This interactive screen assistance allows you to coach agents in the moment, reduce handling errors, and improve first-contact resolution during live interactions.

Customer Request

UI Change

Availability

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

Groups Visibility

You have visibility of agent grouping for easier monitoring and filtering in the Live Monitoring Agent grid.

This lets you organize and view agents according to any logical grouping you choose, such as Location or Seniority, giving you full control over how you monitor and manage your workforce.

Customer Request

UI Change

Availability

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

Salesforce integration

You can use NiCE CXoneSupervisor while your agents work in Salesforce using the NiCE Agent app for Salesforce.

With this release, you can also view Salesforce Digital contacts handled by your agents, with limited monitoring capabilities.

Customer Request

UI Change

Availability

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

Test Suite

Expanded Insights for Low Query Scores

In this release, you can expand low scores in the query’s Summary panel to view clear, ranked reasons for the low score. These explanations highlight issues related to retrieval, metadata, or query style, such as vague queries or queries that ask for multiple things at once. Based on the explanations you can adjust your query or answer more effectively.

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Customer Request

UI Change

Availability

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

Automated Summary (AutoSummary) Use Case Support in Test Suite