Release Notes: Fixed & Known Issues

The date provided for each update is the date it was ready for release. Watch for a notification about when your organization will receive it. It will generally be within two weeks of the given date.

Fixed Issues

26.1 Cumulative Update 1

Published 24 February 2026*

ACD

  • Some interactions remained stuck in the queue info cache after they were refused or ended. They were still treated as queued and caused inaccurate queue state and longest wait time calculations. (VOL-8376)

Agent

  • Email addresses that used single‑label domains before the top‑level domain (for example, user@x.nz) were rejected as invalid in Agent. (AW-52933)

API

  • The GET /skills Admin APIs for versions 30 and higher returned the countReskillHours field as a numeric value instead of a Boolean. Integrations that relied on the documented Boolean contract failed when they called those versions. (AAD-40189)

  • The orderBy parameter on the services/v31.0/agents/interaction-history endpoint returned an error when you tried to sort results by certain fields, such as lastUpdateTime, fileName, or pointOfContact. Valid requests for paginated contact history data failed instead of returning sorted results. (RPT-51774)

AutoSummary

  • For voice calls in CXone Agent, AutoSummary sometimes failed after the 30‑second timeout, and the RetryAutoSummary button did not appear. As a result, agents could not retry summary generation and had to end the call without an option to regenerate the AutoSummary. (CSA-54456)

Copilot for Agents

  • Agents on lower-specification devices experienced severe UI freezes, delayed input handling, and unreliable call controls, such as, Hold, Mute, and Hang Up when Copilot was enabled in CXone Agent. The same workflows functioned normally when Copilot was disabled. (CSA-54292)

Studio

  • Scripts sometimes became inactive while a remote call disconnect was still being processed. The script stopped at Remote Call Disconnected and did not continue to the next actions. (ESC-141717)

Pipeline Update 186

Published 24 February 2026*

Dashboard

Pipeline Update 185

Published 10 February 2026*

Copilot for Agents

  • Agents using CXone Mpower Agent on lower-specification devices experienced severe UI slowdowns, freezes, and unreliable call controls such as Hold, Mute, and Hang Up when Copilot for Agents was enabled. (CSA-54292)

26.1 Release

Published 3 February 2026*

ACD

Admin

  • Newly created users did not inherit their team’s contact settings configured in ACD. (AAD-39429)

Agent for Service Cloud Voice

These fixes will be available later in the release cycle, beginning on 27 February 2026.

  • The address book took a long time to load. It fetched all records instead of loading records progressively as agents scrolled. (SF-15361)

  • Agent for SCV showed “RESKILL & Random Number” instead of the actual skill name and connected agent name for consulted calls. (SF-15408)

  • In conferences, when agents disconnected the external party, ended the remaining calls, and then tried to close the Voice Call record in Salesforce, an error appeared saying “We couldn’t end your call. Refresh the page and try again.” (SF-15490)

  • The Inbox tab in the Omni-Channel widget sometimes showed two identical Voice Call records for the same inbound call instead of a single entry. (SF-15599)

API

  • Requests to version 33 of GET /contacts returned a 500 Internal Server Error. (AAD-38750)

  • Requests to version 33 of PUT /agents failed when the internal isEvolveToken parameter was not explicitly provided, even though this parameter was not part of the external API contract. (AAD-39383)

Find-topics requests failed because the prompt manager returned invalid JSON responses. (CSA-49605)

Feedback Management

  • Scorecards failed to load for existing Dashboards. Edits made to the Title and Description failed to save. (VOC-68965)

Interaction Analytics

  • Only three out of six Language Model options displayed. (AN-100837)

  • Searches couldn't be saved when usernames contained apostrophes. (CXIA-8558)

  • No data populated for discovered categories. This issue persisted even after resampling and recategorizing data. (CXIA-8637)

MAX

Monitoring Gateway

Personal Connection

Reporting

  • Ended interactions with an InQueue state remained stuck and visible in the Contact List widget, even though they no longer appeared in the Active Contacts report and could not be terminated. (CXDVI-15851)

  • Ended interactions from previous weeks remained visible in the Contact List widget for all users, even after they were manually cleared and no longer appeared as active contacts. (CXDVI-15853)

  • The From value for work itemsClosed Customizable method of delivering contacts to an agent via Studio scripts. disappeared from the Contact List widget after the work item was transferred or rejected. (DAT-30640)

  • Some users could not view recordings in the Contact Detail report. (RPT-50995)

Pipeline Update 184

Published 13 January 2025*

Digital Experience

25.3 Cumulative Update 6

Published 6 January 2026*

ACD

  • Contacts got stuck when delivery failed because Contact Retry was set to false. (VOL-8004)
  • The AgentlessDeliveryDelaySeconds field was automatically set to 0 when an agentless ACD skill was converted to an agent-based skill. (OB-29680)
  • When an agent refused a call, it was not routed to voicemail as expected; instead it was routed to other available agents. (ESC-137706)

25.4 Release

Published 28 October 2025*

ACD

  • Calls on 18 September 2025 were not routed to agents. (AOR-8611)

Agent for Service Cloud Voice

  • If agents tried to change their status during a call, they received the error message, "We can't update your status. Try again later," when the call ended. Their status was not updated. (SF-14925)

  • If an agent dialed an external number during a conference, all parties heard the call ringing. (SF-15136)

  • For business unitsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system. with lots of skills and agents, not all skills and agents appeared in Agent for SCV. (SF-15186)

  • When the first party on a conference was removed, the other parties were also disconnected. (SF-15225)

  • During a conference, an error message related to recording appeared. (SF-15225)

  • Inbound calls were automatically refused. (SF-15225)

API

  • The GET /user-management/v1/users API was return a 500 error if a request included any filters. This only impacted EU and UK regions. (UH-61797)

Feedback Management

  • When the user clicked a notification from the Notifications drop-down it did not load. (VOC-66552)

  • When viewing an email invitation on an Android device, it showed a broken image at the top and bottom. (VOC-64857)

  • The label on the Feedback button did not change when configured to be different from the default. (VOC-63689)

Personal Connection

  • The agent state wasn't accurately handled when blending skills, most notably when the agent timed out into an unavailable state, logged out, or was removed from the Personal Connection skill. (OB-25865)

Voice Quality Metrics

  • Call quality data would not be enriched for certain contacts when source files contained empty fields. (PSHM-23513)

25.3 Cumulative Update 4

Published 28 October 2025*

Agent

  • Agents' stateClosed The availability status of an agent. changes were reflected on the backend but not in CXone Mpower Agent. (AW-49254)

  • The Accept and Reject options for incoming calls were not displayed or didn't respond. (AW-49296)

Reporting

  • Version 33 of the GET /contacts/state-history API Box with arrow indicating navigation to external site. did not return results. (RPT-49866)

  • The mediaSubTypeId and mediaSubTypeName parameters of the GET /contacts/active API Box with arrow indicating navigation to external site. returned null values. (RPT-49758)

Pipeline Update 180

Published 14 October 2025*

Pipeline Update 179

Published 23 September 2025*

25.3 Cumulative Update 3

Published 23 September 2025*

ACD Routing

  • Calls were routed to other agents instead of voicemail when the target agent refused the call. (ESC-124029)

  • Contacts were assigned to two different agents at the same time. (AOR-8275)

API

  • The get /report-jobs/{jobId} call returned a ready status even when the call failed. (RPT-49460)

Personal Connection

  • Personal Connection skills appeared inactive even after being started, preventing calls from being placed. (OB-27885)

Reporting

  • The download option sometimes failed. (RPT-49306)

Pipeline Update 178

Published 2 September 2025*

ACD Routing

  • Calls were being delivered to agents without the required routing attributes. (AOR-8286)

  • Contacts remained in queue and did not route immediately after an agent’s skills were updated, even when agents were available. (AOR-8127)

25.3 Cumulative Update 2

Published 2 September 2025*

ACD Routing

  • Legacy ACD emails sometimes didn't route as expected. (ORC-44441)

API

  • The v3.0/teams/performance-total API call experienced a high failure rate due to timeouts when querying large datasets. (RPT-49066)

Reporting

  • The SLA column in CDR reports always displayed a value of -1 or Null. (RPT-48547)

25.3 Cumulative Update 1

Published 19 August 2025*

ACD

  • Users were unable to create a new address book with a previously deleted name. (AAD-35853)

  • Script scheduling failed when the browser language was set to Dutch, incorrectly flagging valid times as invalid. (AAD-35677)

API

  • Daily state history API calls failed due to timeout errors, impacting reporting reliability. (RPT-48105)

  • Inactive skills didn't appear in the response. (AAD-35319)

  • Web service calls in scripts sometimes failed. (API-18403)

Attendant

  • When users were deactivated, their extension number didn't clear. (ATT-20027)

Reporting

  • The audit history date range in custom report templates reset to one month after clicking the Apply button. (RPT-48194)

25.3 Release

Published 1 August 2025*

Agent for Service Cloud Voice

  • User status appeared as available in Salesforce while showing as unavailable in CXone Mpower, causing missed calls and confusion for agents. (SF-14884)

Cloud Storage Services

  • Sometimes, when a file was copied over to SEA, the file name changed to "undefined". (STO-14708)

  • Lifecycle Management rule lists failed to load after rule creation, displaying a 404 error. (STO-14409)

Feedback Management

  • Interaction IDs were missing from the INR page when providers were created using the Invitations API. (VOC-64202)

  • Extra characters, such as newline codes and spaces, were added to SMS2WEB links, causing message length to exceed telecom limits. (VOC-64005)

  • Email messages sent from manual survey entry were displaying "null null" instead of the recipient's first and last name. (VOC-62648)

  • Integration reference IDs remained blank even after the update job ran, preventing expected data sync in NPX. (VOC-61269)

  • Email invitations viewed on an Android mobile device included broken images at the top and bottom. (VOC-64860)

Interaction Analytics

  • The value for Non-Hold Silence included hold time and the value for Notable Silence did not include hold time. (CXIA-5597)

  • Rarely, failed parsing could prevent a record from being saved. (CXIA-5453)

  • In certain systems, users couldn't save updates to company profile entities. (CXIA-5279)

  • The rule tally values were incorrect under certain conditions. (CXIA-5592)

Partner Applications

  • Voice Quality Metrics was missing information. (PSHM-2252)

Personal Connection

  • • WhatsApp templates didn't support multimedia content. (OB-24742)

Reporting

  • ACD report templates were missing data for specific time intervals during time zone conversion. (RPT-46664)

Studio

  • Desktop Studio failed to load with a null reference error, preventing users from logging in. (STX-25465)

  • In some systems, Desktop Studio took several minutes to open a script. (STX-25989)

Workforce Intelligence

  • In systems enabled for advanced routing, skills that were removed from an agent as the result of a WFI rule were immediately added to the user again. (AOR-6187)

  • Attempts to update WFI notification settings resulted in an error. (API-17350)

25.1 Cumulative Update 8

Published 22 July 2025*

Pipeline Update 176

Published 15 July 2025*

Reporting

  • Scheduled custom reports sometimes included the wrong date in the header. (RPT-47228)

Out-of-Band Releases

Agent for SCV

25.3

Deployed 27 June, 2025*

25.1.1

Deployed 25 April, 2025*

Salesforce Agent

Fixed issues for the current Salesforce Agent release and the two previous releases are available on the Salesforce Agent Release History page.

Known Issues

These are the current unresolved issues in CXone Mpower products. If a known issue has a workaround, that information is included.

ACD

  • The Automated Chat Messaging Timeout setting in the default skill assigned to the point of contact overrides the setting in any skill the contact is transferred to. You cannot use scripting to override or maintain certain timeout settings. So, be careful to avoid this issue when configuring scripts, skills, and points of contact.

Agent for SCV

  • When agents log in to Agent for SCV using the Integrated Softphone, the dialpad doesn't appear. Agents must refresh the browser to load it.

Supervisor

  • Supervisors may encounter an error when attempting to play recordings for customer contacts that have been transferred multiple times. This is a current limitation in the Supervisor app, where recordings of such contacts cannot be played in-app.

    When this issue occurs, recordings are still accessible and playable in the Interactions Hub. Supervisors encountering this error are advised to use the Interactions Hub as an alternative playback source.

  • When a supervisor is screen monitoring an agent, the screen freezes if the agent locks their screen, causing the supervisor's view to become unresponsive. To resolve this issue, the supervisor needs to manually end the screen monitoring session.

Transcription

  • In Transcription Hub, Continuous Stream Transcription profiles display all available languages instead of filtering the languages by region. For example, the North America (NA) region should only show NA English and BR Portuguese, while the UK Sovereign (UK Sov) and European Union (EU) regions should display only International English.

  • The language selection option on the Custom Vocabulary page for CXone Mpower Transcription does not filter the languages it displays by region. It always shows both US English and International English. The Custom Vocabulary page is located in the Interaction Analytics application.

Voice

  • For calls handled with Integrated Softphone, the audio is sometimes garbled or inaudible during the first few seconds.

Workforce Management

General CXone Mpower WFM

  • For CXone Mpower ACD users: WFM shows all actual agent states sent by CXone Mpower ACD. CXone Mpower ACD sends data differently to CXone Mpower applications. This means that the data displayed in one app can be inconsistent with the ACD data in other apps.

    For example, dialer states are sent to Supervisor and Legacy Dashboard but not to WFM. In these cases, they will either be displayed as available or won't be reported at all in WFM.

  • If you activated WFM for the first time after November 2022 and have the CXone Mpower ACD, the historical data may not be readily available to WFM. Contact Support to import the historical data from CXone Mpower ACD to WFM.

    Let's say you activated CXone Mpower ACD in April 2021. This is when historical data starts to get collected. Then, you activated WFM in November 2022. Because you have been collecting historical data for over a year, you should be able to use it automatically when generating a forecast.

    However, the forecast job says that there's no historical data (in step 2). To solve this, you need to contact support. They will import the historical data that you collected into WFM.

  • The inactive agents and their data are shown in the time utilization report. This occurs when agents' schedules for future dates are generated prior to deactivation. The agent's data will continue to be displayed in the report for the duration of the generated schedule.

    For example, Agent A's schedule was made on 1 May 23 and lasts until 30 September 23. Agent A was deactivated on 24 June 23. Even though Agent A is deactivated, the data will remain on the report until 30 September 23.

  • The Payroll API exports existing future schedules of inactive agents, even when they are not visible in the Schedule Manager page.

  • The Intraday Report does not update automatically when forecast changes are made.

    Workaround: Forecast changes will appear in the Intraday Report only after the schedule is regenerated.

Intraday

  • If incorrect ACD data was received or no data was received at all, Intraday can still get updated with the correct data when the issue is solved.

  • If Skills or Scheduling Unit mapping are changed after the file start time, then processing the file may end with either unexpected or partial data in Intraday Manager.

  • Reload handling order may not match the upload files order.

  • Intraday widgets are no longer available in Legacy Dashboard app.

  • When exporting, the file may be missing data if you select more than 50 skills. To avoid missing data, try lowering the date range or exporting twice with a shorter date range for each export. Let's say you want to export 50 skills over 14 days. Try exporting twice, each export for 7 days.

  • After creating a new WFM skill, it would take up to one hour until data from it can be properly ingested to intraday.

RTA

  • Real-Time Adherence (RTA) displays agent adherence in real time. Because the page refreshes often, it’s recommended to have a focused view. This means that you limit the number of displayed agents to under 250. You can lower the number of displayed agents by using filters.

  • Some mapped activities may be displayed as unmapped in Real-Time Adherence. If this happens, try to enter the mapped activity in the ACD mapping page and click Submit.

Scheduling

  • When a schedule is generated using a forecast job, the system does not currently show which forecast job was used.

  • When editing intervals within a forecast job, only future intervals impacted by the change flow through to downstream components. Past intervals, even if modified, remain updated in the forecast job but do not propagate beyond it once the user clicks Done.

  • Only forecast jobs created after the Adjust Forecast Flow Through feature is activated are marked as Active and can be edited.

    • Forecast jobs created before activation and already used for scheduling appear as Today and cannot be edited unless deleted and reconfigured.

    • Forecast jobs used for schedule generation after activation appear as Active and can be edited.

    • Editing is supported only for Active forecast jobs. Jobs that are not active (created before activation and not used post-activation) cannot be modified due to system infrastructure and API limitations.

  • In Schedule Manager, the net staffing values are not getting updated upon applying the Groups and Activity Codes filters.

  • The new schedule manager web app might take a bit longer to load agent schedules. This delay helps the data load in the background, using less memory and stopping the web page from crashing. A better fix is planned for future updates.