Agent Workspace for Salesforce Voice Release History

NiCE Release 26.3/ Salesforce AppExchange Version 26.5.1

Released 16 October 2026

New Features

End Calls While Recording Is Paused or Masked

Agents can now end a call in Agent Workspace for Salesforce Voice while recording is paused (masked), without manually resuming recording first. The system automatically unmasks the call before processing the end-call request. Previously, attempting to end a masked call could leave the call connected because the platform blocked the end-call action.

Customer Request

UI Change

Play Voicemail Messages

Agents can now listen to voicemail messages routed to them through CXone skills without leaving the agent workspace. The associated Voice Call record includes a voicemail player with controls to play, pause, and replay messages, and skip forward or backward by 10 seconds. Agents can also discard the voicemail or call the customer back from the Voice Call record. Voicemail playback is available only while the voicemail interaction is actively assigned to the agent. Messages cannot be replayed later by reopening an older Voice Call record.

Customer Request

UI Change

Fixed Issues

Version 26.3

• Some calls continued to display as In Progress after they were disconnected. (SF-15874)

• After a browser restart, an agent’s status changed to Offline instead of restoring Busy when the previous session was recovered. (SF-15656)

• Refreshing the page disconnected an active voicemail call in Unified Agent for Salesforce Voice. (SF-16593)

• When participants were disconnected one at a time from a multiparty call, the last two remaining calls were incorrectly displayed as separate calls. This issue, previously identified as a limitation in version 26.5.0, is fixed in version 26.5.1. (SF-16615)

• The New Call and Blind Transfer buttons were missing after an unmerged consult call was disconnected and the agent rejoined the customer call. (SF-16632)

• The New Call and Blind Transfer buttons disappeared when the customer disconnected the call. (SF-16690)

Known Limitations

• Unsupported Skills Displayed in the Skill Directory: For New Consult Call and Blind Transfer, the skill directory also displays unsupported Voicemail IB Skills and IB Phone Skills. Selecting an unsupported skill for a blind transfer displays an error. Selecting one for a consult call does not display an error.

• Voice Call Record Not Updated After a Transfer: Due to Salesforce API latency, the custom field on the previous or next call’s Voice Call record may intermittently fail to update after a transfer.

• Missing Call Controls After Dialing an Invalid Number: A known Salesforce issue can cause call controls to disappear after an agent dials an invalid number. Refresh the browser to clear the invalid number and restore the controls.

• Incorrect Call Status: A known Salesforce issue can cause a call to display as Completed while it is still in progress.

• Last Participant Not Fully Visible in a Multiparty Call: After the Salesforce Winter ’27 update, the Omni-Channel widget may not fully display the last participant in a multiparty call when the widget is not configured as a sidebar. Use the sidebar layout to display all participants correctly.

NiCE Release 26.2/ Salesforce AppExchange Version 26.4.0

Released 29 June 2026

New Features

NiCE Unified Routing for Salesforce Digital Channels

Agents can now receive and handle Salesforce digital interactions—including SMS, WhatsApp, Facebook Messenger, and LINE—in the Omni-Channel widget alongside voice contacts. These digital channels are routed through the NiCE CXone routing engine, allowing agents to manage all interaction types in a unified interface.

Customer Request

UI Change

Salesforce Voice Transcripts for Refused Calls

Transcripts are now generated for refused calls in Service Cloud Voice. This allows supervisors to review customer utterances captured during IVR or queue time, even when the agent did not answer the call.

Customer Request

UI Change

Handle NULL/Empty string in the VC record

The NiCE CXone Agent for Salesforce Voice now ensures the Master Call ID is always populated in the Voice Call record for all call types, including regular, consult, and reskill calls.

Customer Request

UI Change

Call Disconnect Status Indicator in CXone Agent for Salesforce Voice

A toast message indicator now displays in the Salesforce window when a call is disconnected while the Salesforce Omni-Channel Widget is minimized. This provides agents with a clear visual notification that the call has ended, regardless of whether the agent, the customer, or the system initiated the disconnect.

Customer Request

UI Change

Wait time indicators for transfer targets (Queue ) for Call Transfers in Salesforce Voice

Agents using CXone Agent for Salesforce Voice can now view wait time indicators for queues when performing a warm or cold call transfer. The wait time indicator helps agents identify queue availability before transferring, reducing failed transfers and improving the customer experience. Queues that do not display a wait time are considered available.

Customer Request

UI Change

Add Caller and New Call Button Behavior in Multi-Conferencing

The Add Caller and New Call buttons in CXone Agent for Salesforce Voice now behave consistently during multi-party conferencing. When an agent uses Add Caller, the system automatically merges all call legs into a single conference once the consulted party answers. When an agent selects New Call during an active voice interaction, a consult call is initiated and the original call is placed on hold.

Customer Request

UI Change

Copilot integrated in Component App for Unified Agent for Salesforce Voice

CXone Mpower Copilot for Agents is now available within the Unified Agent for Salesforce Voice as a companion application. Copilot uses AI to provide real-time assistance during voice and digital interactions, including live interaction summaries, customer sentiment detection, knowledge base answers, transfer summaries, journey summaries, and AutoSummary at interaction end. Copilot helps agents handle interactions more efficiently by reducing manual effort, decreasing after-contact work time and average handle time, and improving customer experience through guided workflows and smart suggestions.

Customer Request

UI Change

NiCE Transcription integrated in Component App for Unified Agent for Salesforce Voice

Agents using CXone Agent for Salesforce Voice can now view a real-time transcript of ongoing voice calls within the companion app. The live transcript displays speech from both the agent and customer with speaker identification, updates continuously without delay during the call, and is saved to the interaction record for future reference after the call ends.

Customer Request

UI Change

Contact History integrated in Component App for Unified Agent for Salesforce Voice

The Agent Contact History feature provides agents with a view of their past interactions directly within the Salesforce Voice interface. This Lightning Web Component (LWC) displays completed voice and digital interactions—including NiCE Voice, NiCE Digital, and Salesforce Digital channels routed through NiCE Unified Routing—giving agents real-time context to deliver more personalized and efficient support.

Customer Request

UI Change

AutoSummary integrated in Component App for Unified Agent for Salesforce Voice

The CXone Agent for Salesforce Voice now includes AutoSummary as an integrated component in the Unified Agent application. When a call ends, AutoSummary automatically generates a concise summary from the interaction transcript and displays it in the Disposition Notes field. Agents can review and edit the generated summary before saving, enabling them to quickly finalize accurate call summaries.

Customer Request

UI Change

Accept / Reject Interaction Handling for SF Digital Channels

Salesforce Digital Channel interactions routed through CXone advanced routing now support manual Accept and Reject handling, allowing agents to accept (opening the interaction in the CXone active contact panel and Salesforce workspace tab) or reject (redistributing it to the next qualified agent) via an Omni-Channel widget toast, replacing the previous automatic acceptance behavior — requires Manual Accept/Auto Accept settings to be in sync on both platforms.

Customer Request

UI Change

Fixed Issues

Version 26.3

• When an agent or customer declines an initial callback attempt and the agent returns to Available status, the retriggered callback fails to connect to the agent and displays an error stating that the call record could not be created and the call was rerouted. (SF-15702)

• The Recording (Mask/Unmask) button malfunctions across various single-call and multiparty call states—including held, unmerged, and dropped participant scenarios—leading to UI inconsistencies, failed recording actions, and error messages. (SF-16444)

  Known Limitations

• Recording Control in Unified Agent for Salesforce Voice: Recording control in Unified Agent for Salesforce Voice is used to mask and unmask call recordings. Masking is a global operation and is tied to the primary (initial) caller. Although Salesforce displays the recording control for all participants in a call, masking and unmasking actions are supported only through the recording control associated with the primary call. Attempting to use the recording control for any other participant results in an error.

• SF Case: 474534104 | SF-15696 – Callback Label: Callback calls are currently classified as Inbound Calls in both the Inbox UI and the Call Type field of the associated Voice Call record.

• SF Case: 474534104 | SF-16506 – Callback Call Remains in "Dialing" State: Callback functionality is currently supported only when using the Integrated Softphone.

• SF Case: 474388305 | Unified Agent for Salesforce Voice Record Toggle State: During an active conference call, the Record Toggle state does not persist after a page refresh and may revert to its default state.

• Unified Agent for Salesforce Voice Active Call Display After Disposition or Transfer: Due to a known Salesforce limitation, voice calls may continue to appear as active in the Unified Agent for Salesforce Voice panel after an agent saves an Auto Summary disposition or performs a blind transfer of a callback call. The call status is updated correctly after the associated Voice Call record is refreshed.

Version 26.2.2

• Hold button becomes disabled after first click (SF-15722)

Version 26.2

Fixed Issues

• Error when closing Voice Call record after disconnecting external party and ending calls. When agent 1 attempts to close a Voice Call (VC) record after ending all the calls an error message is displayed: “We couldn’t end your call. Refresh the page and try again. (SF-15490)

• Address book Pagination implementation. Currently SCV address book takes time to load on UI as it’s a limit based and as per limit fetching data in single call. SF now supporting a pagination in address book. that needs to be incorporated. (SF-15361)

• Two Voice calls are shown in Omni widget inbox for same IB call when it is received by agent. (SF-15599)

• Multi-party: Call parties in omni-channel are not appropriate named. Update SF UI to represent consulted agent name and skill name correctly. (SF-15408)

• Multi-party: Agent remaining offline after browser hard reset. SCV status resets to Offline instead of restoring Busy after browser close and reopen (SF-15656)

• During an active voice call, the call participant order in the omni-channel call group is now preserved after a page or tab refresh, ensuring agents see a consistent and stable participant list without reordering. (SF-15964)