Nextiva Contact Center - Release Notes - June 19, 2026

New Features

AI Employee (XBert) Integration 

Description of Feature: A change was made to Nextiva Contact Center to include deeper integration with AI Employee (XBert). When a customer interaction is transferred from an AI Employee to a live agent, agents can view the complete AI Employee conversation transcript as well as a real-time summary that includes the customer's issue or request, actions already taken by the AI Employee, collected customer details, and the reason for escalation. Upon completion of the interaction, a consolidated summary is provided combining both the AI Employee and live agent conversation summaries.

Interactions handled by AI Employees are now visible in the Supervisor Dashboard, NCC Home tabs, and Workitem Dashboard alongside live agent interactions, with the AI Employee name displayed at the work item level. Supervisors also have access to new AI Employee dashboard widgets and reporting views, providing visibility into AI Employee performance, interaction deflection, escalation patterns, and AI-assisted engagement activity.