Check out Coming Soon for a preview of features coming in the Summer 2022 release.
Register for our Summer 2022
This page has been updated to show the final products and features in the April 2022 minor release of CXone. Features are subject to change between now and final deployment.
How to Use This Page
All new products and features are shown by default. If you want to see only products and features in your CXone system, you can clear the checkboxes to remove features you don't need from your display.
Each feature description includes a table that states whether the following details apply to it. 
means that the detail applies to the feature and 
means that the detail does not apply to the feature.
| Customer Request | The feature was developed by customer request. |
| UI Change | The feature introduces major user interface (UI) changes. |
| Availability |
When you can expect to see the feature in your environment.
|
Global Changes
Configurable Toast Message Duration
All users can adjust the length of time that toast messages appear on their screen. This setting is in a new Accessibility tab in My Profile. Users can configure the messages to stay on-screen for a longer period of time.
Toast messages are small, temporary pop-up messages on the bottom of the screen indicating things like errors or successes. They are built in to CXone functionality and can appear on any screen.
Release Adjustments
These features are adjustments to those previously announced.
Features to be Released at a Later Date
Each item includes a description of the feature as it was previously published on the Coming Soon page.
Agent for Salesforce
Bi-directional Presence Sync
Agent status changes in either CXone or Salesforce will affect both platforms. Currently, presence sync only allows Salesforce status changes to impact CXone statuses. Soon, CXone statuses will also change Salesforce statuses.
Digital First Omnichannel
DFO Chat Enhancements
The following are enhancements for both live chat and chat messaging:
- Custom field variables—You will be able to use custom field variables to populate proactive chat action text.
CXone Recording
Business Data Information in Interaction Metadata
There will be a new version of interaction metadata—version 4. The interaction metadata will include the business data field information such as business data name and business data value.
Admin
Immediate Activation of Users with SSO
Previously, employees had to verify their email addresses before they were activated. With this release, you can activate employees immediately if they are enabled with single sign-on (SSO). Employees using SSO no longer have to verify their email addresses by clicking a link sent to their email. This feature will save you time during the onboarding process.
New Fields Added to Employee Account
-
Display Name—A new field, Display Name, was added to employee accounts. The field auto-populates from the First Name, Middle Name, and Last Name fields. You can edit the display name as necessary. This field allows users to see the display name of employees from other teams. Unless the user has the View Employee permission, they can only see the employee's display name. This feature helps to keep employee information safe while allowing supervisors to access the information that they need.
-
Type—A new drop-down field, Type, was added to employee accounts. You can use this field to further define an employee outside of the Role that they're assigned to. Type is more descriptive than Role and isn't tied to permissions. So, this drop-down field allows you to easily categorize employees without having to give them permissions that are tied to a role. You can apply existing types to employees from the drop-down menu or create new types as needed. This new field makes reporting easier because you can categorize employees outside of the role that they're assigned to, and you can build reports for those specific types.
Agent for Salesforce
See the Agent for Salesforceversion log for a list of previous versions.
The following features are included in version 20.0 and is expected to be released in April 2022.
Agent Login Options Enabled by Permissions
When agents log in, they must choose one of these login options: Set Phone Number, Set Station ID, or Integrated Softphone. With the 20.0 update, these options only display if the correlating permissions are enabled in the agent's
- Set Phone Number—
- Set Station ID— Set Station ID
- Integrated Softphone—Integrated Softphone
Right-to-Left Alignment for DFO Chat
Agent for Salesforce Lightning Experience supports right-to-left text alignment in Digital First Omnichannel chat. Agents can change the alignment with a format button beside their text area.
Digital First Omnichannel
Customer Card Case View
The interface for viewing case history in the customer card now displays in a grid view. The functionality is the same as before.
DFO Chat Enhancements
The following are enhancements for chat messaging only:
- Group chat—Agents and contacts can invite more people into a messaging conversation. This expands on the Spring 2022 Release offering of this feature in live chat.
The following are enhancements for live chat only:
- Queue indicator—The chat window provides contacts with an indicator of their current place in queue. This results in better customer satisfaction because contacts have a more accurate expectation regarding how long it will take to reach an agent.
The following are enhancements for both live chat and chat messaging:
-
Group chat email invitation—Chat participants can invite more people into a live or messaging conversation using an email channel. This expands on the offering of group chat.
- API commands—New API commands allow you to receive push notifications about specific chat events.
- Chat members notification—Group chat participants can see when an agent in the chat has performed certain actions, such as joined, left, or transferred.
- OAuth for third-party authentication—You can pull information, such as customer email addresses, from third-party authenticators and map them to custom fields.
Engagement Manager
Auto-Approval for Time-Off Requests Submitted Using the EM Agent Mobile App
Time-off requests submitted through the mobile app are auto-approved based on your contact center's WFM time-off configurations. It works for both full and partial-day requests. The mobile app displays additional statuses (Canceled and Declined) of the time-off requests and the supervisor's comments.
| Customer Request |
|
UI Change |
|
Availability | On deploy This feature is immediately available when the new release deploys to your environment.
|
IEX WFM Integrated
File Import/Export Availability Expansion
The add-on to import and export files with IEX WFM Integrated is now available in all regions.
Quality Management
Agent Behavior Insights in Quality Planner
When creating a quality plan, QM managers can now filter interactions to evaluate based on agent behavior insights. It helps them to identify improvement opportunities based on the agent's soft skills.
Using Enlighten AI, agent interactions are analyzed for nine behavior categories. Managers can target specific interactions using the behavior category scores in QP. For example, a manager can filter interactions that have the Demonstrate ownership behavior skill with a strongly positive score.
This feature is a part of the QMPremium license.
Workforce Management (CXone)
Forecasting Algorithms Video
The Online Help now has a video explaining the algorithms used within WFM to generate a forecast. You'll have a deeper understanding of how WFM generates forecasting data and the algorithms behind it.