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
Pipeline Update 177
Published 12 August 2025*
ACD Routing
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Rarely, an interaction remained in queue instead of routing to agents.
25.3 Release
Published 1 August 2025*
API
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The State History API endpoint intermittently failed with 5XX errors, disrupting daily reporting operations.
Cloud Storage Services
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Sometimes, when a file was copied over to SEA, the file name changed to "undefined".
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Lifecycle Management rule lists failed to load after rule creation, displaying a 404 error.
Feedback Management
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Interaction IDs were missing from the INR page when providers were created using the Invitations API.
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Extra characters, such as newline codes and spaces, were added to SMS2WEB links, causing message length to exceed telecom limits.
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Email messages sent from manual survey entry were displaying "null null" instead of the recipient's first and last name.
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Integration reference IDs remained blank even after the update job ran, preventing expected data sync in NPX.
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Email invitations viewed on an Android mobile device included broken images at the top and bottom.
Interaction Analytics
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The value for Non-Hold Silence included hold time and the value for Notable Silence did not include hold time.
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Rarely, failed parsing could prevent a record from being saved.
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In certain systems, users couldn't save updates to company profile entities.
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The rule tally values were incorrect under certain conditions.
Partner Applications
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Voice Quality Metrics was missing information.
Personal Connection
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• WhatsApp templates didn't support multimedia content.
Reporting
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ACD report templates were missing data for specific time intervals during time zone conversion.
Studio
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Desktop Studio failed to load with a null reference error, preventing users from logging in.
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In some systems, Desktop Studio took several minutes to open a script.
Workforce Intelligence
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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.
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Attempts to update WFI notification settings resulted in an error.
25.1 Cumulative Update 8
Published 22 July 2025*
Pipeline Update 176
Published 15 July 2025*
Reporting
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Scheduled custom reports sometimes included the wrong date in the header.
Out-of-Band Releases
Agent for SCV
25.3
Deployed 27 June, 2025*
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Agents' states
The availability status of an agent. showed as unavailable in CXone Mpower but available in Agent for SCV. This occurred when agents using Chrome logged out of My Zone or Dashboard.
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 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
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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.
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.
Transcription
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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.
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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
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For calls handled with Integrated Softphone, the audio is sometimes garbled or inaudible during the first few seconds.
Workforce Management
General CXone Mpower WFM
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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.
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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.
See example
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.
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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.