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
25.1 Cumulative Update 1
Published 11 February 2025*
No major fixes are included in this update.
Pipeline Update 169
Published 11 February 2025*
No major fixes are included in this update.
25.1 Release
Published 30 January 2025*
ACD
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Audit history for a point of contact sometimes didn't include details for ModifiedBy or ModifiedDate.
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Audit history for outbound skills sometimes showed WFOCountReskills being enabled when no one had enabled it.
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FedRAMP users received a 403 error when they tried to upload WAV files on the Browse ACD Files page.
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During a warm transfer, the second agent would sometimes receive a new call from their queue instead of the transferred call.
ACD Routing
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In rare cases, contacts weren't routing to agents.
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In some systems, agents were receiving more contacts than were configured for the Total Contact Count in their ACD Users profile.
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Calls that were transferred out of the system with a Studio script sometimes transferred back when an agent became available.
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Contacts weren't being routed to agents who had recently been added to certain skills.
Adapters
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Account mapping failed for Microsoft Teams if the domain name contained a dash (-).
Admin
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When users modified an employee profile from the CXone interface, at least one attribute had to be selected or the changes wouldn't save.
API
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The report-jobs call returned data with the report template format instead of the format customized with the API.
Developer Portal
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Running GET /security-profiles on the Developer Portal returned "RangeError: Maximum call stack size exceeded".
Feedback Management
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In some systems, response records weren't synching back to Salesforce.
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In the Distribute tab of a digital survey, the Dx Bucket drop-down was distorted.
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In some systems, the primary status would change to 'invitation not sent' after the invitation was opened.
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On OS Enterprise, when a user updated the provider and comment, a duplicate record was created.
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The survey invitation substatus showed as Invitation Opened after a response had been received.
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In some systems, the survey name filter value wasn't being populated with the default filters present in the Invitation Records and Response Details charts.
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Contacts sometimes received duplicate survey invitations.
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Sometimes the email survey response page displayed the default version one question when it was set to version two.
Interaction Analytics
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Interactions sometimes didn't show categories and sentiments, even if the call was short.
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Transcripts took a long time to load when they were opened from the Interactions widget.
Personal Connection
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Proactive XS wasn't loading new leads in some systems.
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The timestamp on proactive emails showed the wrong date.
Platform
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In some systems, the OpenID Connect access URL returned an error.
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Security in the forgot password workflow has been strengthened.
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Sometimes screen recording wouldn't end until an agent received a new call.
Reporting
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Pulling reports via SFTP only pulled half of the report.
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The Skill Performance prebuilt report showed inconsistent data.
Studio
Workforce Management
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Unable to Approve Request in CXone WFM.
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Unable to add a third skill within skill allocations under the Forecasting profiles.
Cumulative Update 7
Published 17 December 2024*
Features and fixes in this update will begin deploying in early January.
ACD
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Disposition classifications for negative DNC interactions were erroneously prepended with 'Preview Reject -' for standard dispositions. This has been removed.
Personal Connection
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When a user downloaded existing skills, the Abandon Message Path for dialer skills was populated with the Answering Machine Message Path.
Reporting
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In some systems, scheduled reports failed to run.
Studio
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In certain systems, the execution time for GetQueue was longer than it should have been.
Out-of-Band Releases
Performance Management (Legacy)
December 2025 Fixes
Deployed 17 December, 2024*
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Opening a Coaching Admin form resulted in a stuck loading screen and the form not loading.
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Users couldn't change the owner of a dashboard.
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The Coaching Admin loaded slowly.
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Updated pictures sometimes didn't appear when users previewed widgets.
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Rules on the Rules Engine page showed the wrong start date except during editing.
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In an exported Calculated Metric Breakdown widget, the file header showed the wrong date range.
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The exported Reporting Set widget displayed the wrong end date.
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The Calculated Metric Breakdown widget metrics showed twice the value of the same metrics in the Summary widget with the same filters applied.
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When users previewed the email where a subscription was received, the Excel report displayed the message "An error occurred while exporting" and no data was displayed.
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When the Interval widget breakdown was set to Groups, custom metric names weren't displayed.
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When a user created a new game, the folder field auto-populated and the user couldn't move on to the next steps.
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During configuration for the Lift widget, Metric 1 and Metric 2 in the Display section didn't respond to the chosen metrics.
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The Summary widget didn't show the expected dates after daylight savings time ended.
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Users couldn't rename metrics on the Summary slides after the layout changed.
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When agents exported the Coaching Sessions, the session notes sometimes contained HTML.
November 2024 Fixes
Deployed 21 November 2024*
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Adding an email for a subscription sometimes produced an error indicating a symbol in the email address, but the symbol was required to receive emails.
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The columns in the Transfers widget appeared compressed.
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Some of the column options for the ETS Custom widget were always selected and could not be removed.
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When users created a subscription and previewed the email, the Excel report showed the message "An error occurred while exporting" and didn't show any data.
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Column widths weren't saved when auto-sizing was applied to the Interval and Summary widgets. The columns reverted to their previous widths after the dashboard was refreshed.
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Sometimes users couldn't export export widgets from shared dashboards.
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The sidebar menu would glitch when users clicked the different dropdown menus.
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When the Games widget was placed on the right and the cursor hovered over the Collect button, the expected data appeared off screen.
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When users exported or sent reports via subscription, all columns were included in the generated reports instead of only those selected in the widget.
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When a metric with a custom name was selected, the Calculated Metric Breakdown widget continued to display the default name instead of the custom name.
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If a user created and reviewed coaching sessions, text would overflow from the Notes section and prevent the user from fully viewing the notes.
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When the Interval widget had the Day of Week filter applied, some data fields incorrectly showed 0. Similarly, when the Breakdown table was filtered by Contact Groups, the Groups row totals showed as 0; when the table was filtered by Breakdown, the intervals, row data, and totals were incorrect.
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The column on the Users page didn't have adjustable widths.
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Some widgets didn't show a preview of the widget when a user hovered over them.
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When a user changed the order of the columns in the Outstates and ETS custom widgets, the changes were reverted when the page was refreshed.
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In the Current Contacts widget, the Direction and Media Type columns didn't work correctly if a user customized the width.
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The Announcement page didn't load any data.
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When selected for a dashboard, the Transfer widget appeared in the bottom left corner and couldn't be moved until it had been resized.
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 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
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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.
Feedback Management
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The Full Survey Detail page may take a while to load survey records that are over a year old. If you need to look at old survey records often, use the Response Details chart instead. It loads data quickly from the data warehouse.
Salesforce Agent
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In Salesforce Agent Classic, email drafts can be deleted after switching from chat to email.
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.
Workforce Management
General CXone WFM
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For CXone ACD users: WFM shows all actual agent states sent by CXone ACD. CXone ACD sends data differently to CXone 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.
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If you activated WFM for the first time after November 2022 and have the CXone ACD, the historical data may not be readily available to WFM. Contact Support to import the historical data from CXone ACD to WFM.
See example
Let's say you activated CXone 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.
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Data of inactive agents for whom schedules were already published is retained. As a result, these inactive agents' data is getting populated in the adherence reports.
This can be avoided. Deselect the inactive agents in the Filter Data while running the reports. This will exclude the inactive agents' data from getting populated in the adherence reports.
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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.
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The Payroll API exports existing future schedules of inactive agents, even when they are not visible in the Schedule Manager page.
Intraday
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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. However, Intraday can only get data from the last 24 hours.
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Intraday widgets are no longer available in Legacy Dashboard app.
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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.
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After creating a new WFM skill, it would take up to one hour until data from it can be properly ingested to intraday.
RTA
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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.
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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
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In Schedule Manager, the net staffing values are not getting updated upon applying the Groups and Activity Codes filters.
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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.