Supervisors, your toolkit just got smarter!
Get ready for exciting enhancements in 25.1—designed to make your job easier, faster, and more insightful. From real-time alerts with deeper context to new data insights that sharpen decision-making, these latest capabilities are built specifically for you!
making, these latest capabilities are built specifically for you!
New Feature Highlights – Supervisor Workspace
New: View Contact’s Interaction Details
Supervisors can now easily access a contact’s interaction details, even for contacts that have been transferred. This provides a clearer picture of past interactions, helping supervisors track customer journeys and deliver more informed, seamless support.
Benefit: This feature creates a more inclusive, one-stop-shop experience within the workspace, eliminating the need to navigate elsewhere to access interaction history.
Terminology Update: "Coach" is now "Assist"
To prevent confusion with the separate Coaching application, we’ve updated the terminology in the Supervisor Workspace. The former “Coach” option is now “Assist”, better reflecting its real-time support functionality.
Benefit: This change contributes to a more unified experience, ensuring that all essential information is accessible in one place.
New Feature Highlights – CXone Mpower Copilot for Supervisors
Reason & Summary for Urgent Assist Alerts
Recently, we introduced Urgent Assist alerts to help supervisors stay on top of critical situations in real time. Now, just like with the Negative Sentiment alert, we’re taking it even further with AI-powered insights that provide deeper context and clarity. Supervisors can now see why the Urgent Assist alert was triggered and receive a real-time summary of the interaction.
Benefit: These insights equip you with all the relevant data you need to act quickly and effectively.
Conversational Panel for Data Inquiries – New Supported Metrics
We've enhanced the previously introduced Conversational Inquiries feature, powered by Gen-AI insights, by adding new metrics for Data Inquiries in the Conversational Panel. These enhancements bring key operational insights right to your fingertips, including:
SLA tracking
Desktop discovery
Handled and refused interactions
And more!
Benefit: With these expanded data capabilities, you can dive deeper, analyze trends, and make more informed decisions—faster than ever.
Alert Insights: Customer Journey
In 25.1, we’re taking supervisor alerts to the next level with Customer Journey context!
Now, when supervisors receive Negative Sentiment or Urgent Assist alerts, they’ll also gain a clear view of the customer’s past interactions—directly within Copilot. This enables supervisors to:
See the full story behind critical alerts
Understand past interactions to identify recurring issues
Act faster and smarter with full context at their fingertips
Benefit: These enhanced insights allow you to proactively address concerns, provide better coaching, and improve customer experiences—all with the power of AI-driven visibility.
Why This Release Matters
The 25.1 release of CXone Supervisor is all about giving you deeper insights, faster access to critical information, and more streamlined workflows—so you can lead with confidence. With enhanced real-time alerts, AI-powered context for urgent situations, and expanded data-driven capabilities, you’ll have everything you need to make smarter decisions, support your team effectively, and elevate the customer experience. These updates are designed to remove friction, boost efficiency, and empower supervisors like you to stay ahead in an ever-evolving CX landscape.