Check out the Coming Soon Release Notes to discover key features and enhancements in the upcoming Agent Workspace Premium (Desk) and Agent Workspace Advanced (Enhanced Customer Card (ECC)) Version 26.4
Features are subject to change between now and the end of the release cycle. You may receive these features at different times throughout the release cycle. All 26.4 development cycle features, when released, will be rolled into the Fall 24 version of your platform. No upgrades required; however, some features might require configuration.
Register for the 26.4 webinar.
Join the webinar for the AMER and EMEA regions on 10 November, 12:00 PM EST.
Join the webinar for the ANZ region on 11 November, 9:00 AM AEDT.
These sessions will cover the coming features for all NiCE products in more detail.
Accessibility Support for WCAG 2.2Link to Support for WCAG 2.2
The Agent experience and administrative portions of Agent Workspace Premium have been updated to address some WCAG 2.2 AA accessibility standards. These enhancements will provide a more inclusive experience for users relying on assistive technologies.
| Customer Request | UI Change | Availability |
|---|---|---|
| Yes | Yes | GA / On Deploy |
Enhanced Platform Scalability
The Scripting feature will now allow you to select up to 20,000 skills to better serve large-scale enterprise operations.
| Customer Request | UI Change | Availability |
|---|---|---|
| No | Yes | GA / On Deploy |
Enhanced Scalability for Agent Workspace Advanced
Agent Workspace Advanced (Enhanced Customer Card) will soon support up to 100,000 named agents, ensuring seamless performance across all agent selection interfaces such as filters and assignment drop-downs. This update will allow large-scale organizations to manage extensive agent rosters more efficiently within the platform.
| Customer Request | UI Change | Availability |
|---|---|---|
| Yes | No | GA / On Deploy |
Customizable Agent Workspace Layouts by Team
Administrators will soon be able to assign specific Agent Workspace Premium layouts to different agent teams. This update will ensure that agents automatically see the specific tools, components, and workflows relevant to their unique roles and responsibilities upon signing in.
| Customer Request | UI Change | Availability |
|---|---|---|
| No | Yes | GA / On Deploy |
Configurable Interaction Auto-Focus for AWP Scripter
Administrators will soon be able to choose whether the Agent Scripting component automatically receives auto focus when a new voice interaction arrives. This update will allow organizations to automatically display the AWP Scripter component when a new call is received.
| Customer Request | UI Change | Availability |
|---|---|---|
| No | No | GA / On Deploy |
Ticketing AI Assistant: Related and Similar Tickets
Agents will soon benefit from an AI-powered assistant that automatically identifies and surfaces similar historical tickets during the creation and handling process. This feature will provide real-time visibility into past resolutions and relevant context, helping teams reduce duplicate effort and improve resolution consistency.
| Customer Request | UI Change | Availability |
|---|---|---|
| No | No | GA / On Deploy |
Decoupled Ticketing Workflow Emails
A new native ticketing email notification framework allows automated workflow emails to be sent independently of the broader Outbound Engagement (SmartReach) email infrastructure.
This enhancement simplifies the setup process by enabling ticket creation and update notifications through a platform-managed delivery service.
| Customer Request | UI Change | Availability |
|---|---|---|
| No | No | GA / On Deploy |
Agent Scripter: CX Interaction Attribution
Agent Scripter reporting will soon include unique CX identifiers, such as CX contact ID and interaction ID, to help you correlate script activity with specific voice or digital interactions. This enhancement will provide better visibility into how scripts are used during customer engagements within the Agent Workspace Premium (Desk).
| Customer Request | UI Change | Availability |
|---|---|---|
| No | Yes | GA / On Deploy |
Customer Name Display on Active Interaction Cards
The Agent Workspace will automatically display the customer's name on active interaction cards whenever an exact match is found. This enhancement ensures agents can quickly identify callers and provide a more personalized experience from the moment an interaction begins.
| Customer Request | UI Change | Availability |
|---|---|---|
| No | Yes | GA / On Deploy |
The following documentation supports the Agent Workspace Advanced (ECC) and Premium (Desk) applications:
- Agent Workspace Advanced for Administrators and Managers
- Agent Workspace Advanced for Agents
- Agent Workspace Premium for Administrators and Managers
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Agent Workspace Premium for Agents