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
25.2 Release
Published 23 April 2025*
ACD Routing
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Forwarding after conferencing was not working.
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Personal Connection dialing was sometimes chosen over a higher priority inbound call.
Data Share
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Records with missing "AgentContactStarted" events and directly receiving "ThreadFocussed" events led to focus count calculation errors
Interaction Analytics
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Error messages sometimes loaded on top of widgets in a dashboard.
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Users in the Germany and UAE regions couldn't access categories.
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Users couldn't load widgets when they selected views that included many combined teams.
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The Top Company Profile widget sometimes only showed data for one day.
Monitoring Gateway
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The enrichment feature of Voice Quality Metrics wasn't working for contacts without cluster name data.
Presence Sync
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Presence Sync was showing the subscription as inactive.
25.1 Cumulative Update 4
Published 23 April 2025*
Admin
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Users who had the Skill Control View permission could start and stop Personal Connection dialer skills.
Data Share
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Dispositions were missing in Data Share, causing a mismatch between Data Share and CXone reports.
IEX WFM Integrated
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Interval data was missing from WFM intraday reports.
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The ACD Contact History report and IEX data showed a different number of total interactions.
Reporting
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The % Abandon metric had a different value in the Campaign Summary by Campaign prebuilt than it did in custom reporting.
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The Skill Proficiencies Detail prebuilt report page would not load.
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When a team name was changed, data download reports didn't always reflect the new team name.
Studio
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Contacts became stuck in CONTACT_STATE_ROUTING in certain IVR scripts with the AgentLinkTimeout action.
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An error message in Studio related to the PageClose action was preventing script updates.
Workforce Intelligence
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When users created or edited WFI rules, no agents were available for selection.
Pipeline Update 172
Published 15 April 2025*
Interaction Analytics
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If a system had redundant rules, it took a long time to analyze calls.
25.1 Cumulative Update 3
Published 25 March 2025*
Data Share
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The Data Share disposition data didn't match the disposition reports pulled from Reporting.
IEX WFM Integrated
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CXone showed contact counts that did not match IEX, with CXone usually showing higher counts.
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Certain data didn't match between CXone reporting and IEX.
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Data was missing for a specific interval.
Reporting
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The CDR Plus Disposition data download report showed an error in the start_time column.
25.1 Cumulative Update 2
Published 4 March 2025*
IEX WFM Integrated
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Sometimes data was missing for inflight records.
Reporting
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Reports didn't show data for February 9th, 2025, even though data was available for that date.
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Scheduled reports stopped running and weren't sent to recipients.
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Custom report filters didn't recognize Japanese characters and displayed them as "???".
Pipeline Update 170
Published 4 March 2025*
ACD Routing
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Contacts were routed out of order when they had additional routing criteria, such as proficiency or routing attributes.
Interaction Analytics
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For new customers, Interaction Analytics included the old dataset category functionality instead of the new.
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Rules using the function “find all phrases within __ seconds” sometimes returned false positives.
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Language model category rules that used the InteractionDurationSeconds metric didn't work correctly.
Reporting
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The subject line for emails containing scheduled reports changed. This caused issues with automation jobs that identified the report based on an expected subject line.
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Scheduling data download reports sometimes didn't work.
25.1 Cumulative Update 1
Published 11 February 2025*
MAX
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The ACW
State that allows an agent to complete work requirements after finishing an interaction. timer kept running even after the threshold was reached, resulting in the agent call workspace not closing.
Reporting
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When users modified custom report schedules, they couldn't add new email addresses to the distribution list.
Studio
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In rare cases, a script was empty and inaccessible when opened in Desktop Studio.
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Sometimes, a script containing a Page action with custom branches would not load, and users received an error message.
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REQAGENT for chat contacts did not hit the Error branch when the contact was in InqueuePreview status.
Pipeline Update 169
Published 11 February 2025*
Platform
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SSO users couldn't use direct login due to a problem with the SSO login URL. Those users had to log in manually instead.
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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Users couldn't create new campaigns.
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When a user tried to add an unavailable code to a team, the channel lock configuration changed from disabled to enabled or vice versa.
ACD Routing
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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.
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Agents got stuck in the dialer state after completing a Personal Connection call.
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Contacts were not routed to the agent with the longest availability.
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.
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The Report API did not respect the includeHeaders parameter, always returning headers.
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An error occurred when calling the agent state-history API call, affecting performance across API versions.
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The Interaction Analytics API sometimes returned 500 errors for each call.
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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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.
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In some systems, the reprocess data function froze and data was not updated.
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.
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The Admin and Agent CXone Login report displayed team IDs instead of team names.
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
Agent for SCV
25.1.1
Deployed 25 April, 2025*
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When contacts
The person interacting with an agent, IVR, or bot in your contact center. hung up while in queue, the call remained in progress and assigned to the agent. -
The call duration field was not updated after inbound and outbound calls were disconnected.
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.
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The template download for managing multiple call suppression profiles isn't working correctly.
Admin
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When a user tries to add team access to a role with the Restricted Data feature, they receive a success message but the change doesn't save successfully.
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.
Data Share
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There are no notifications when Fink applications aren't running. This can lead to a delay in response times and problem detection.
Reporting
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Reporting counts for incoming calls do not match between different reports.
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In prebuilt reports, unavailable time does not match the data of other reports. They also show activity on days the agent did not log in.
Salesforce Agent
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In Salesforce Agent Classic, email drafts can be deleted after switching from chat to email.
Studio
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Trace events are sometimes lost for certain scripts.
Supervisor
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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.
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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.
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.
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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.
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Reload handling order may not match the upload files order.
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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.