# NiCE Updates Cognigy With Reusable Agent Skills and Decision Tracing

> NiCE’s Cognigy update adds reusable agent skills and decision tracing to speed up building automated customer-service agents and make it easier to audit their actions.

- Type: AI news
- Page: https://completeaitraining.com/news/nice-updates-cognigy-with-reusable-agent-skills-and/
- Published: 2026-11-12
- Updated: 2026-11-12
- Author: Jeroen Erne
- Jobs: Customer support, Hospitality and events, Human resources, Management, Operations, Product development
- Reading time: 1 min

NiCE has released an update to Cognigy that introduces reusable agent skills and decision tracing for customer-service workflows. The update allows teams to build repeatable components, which can reduce the time needed to deploy new or updated automated agents.

Decision tracing gives operators a clearer path to audit why an agent took a specific action. This capability also supports diagnosing failures across channels, providing visibility into agent behavior when issues arise.

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