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
Cumulative Update 6
Published 19 November 2024*
Features for
ACD Routing
-
In some systems, calls would wait in queue even though agents were available.
CXone Agent
-
Screen pops didn't work in Microsoft Dynamics.
-
The chat response field was sometimes slow to display the text agents were typing.
-
When an agent was configured to manually accept calls on an inbound skill and a contact ended the call before the agent accepted it, the agent state changed to Available and the agent could continue to receive contacts. However, if the refusal timeout period passed without the agent receiving a new contact, the agent state changed to Refused.
-
When agents selected the preview option for a contact image, the image sometimes appeared distorted.
-
The directory showed inactive users.
-
Screen pops closed when a consult ended.
-
When agents tried to elevate an interaction from digital to voice, the call failed.
-
Downloading transcripts sometimes failed.
-
Agents sometimes couldn't disposition a work item, chat, email, or SMS interaction while handling a call.
-
Agents using JAWS could hear the hold timer even when the hold timer was out of focus.
-
When agents were handling more than one contact, attempting to open the screen pop for one contact sometimes opened the screen pop for one of the other contacts.
-
Agents couldn't see the waiting interactions from the queue counter.
API
-
In v31.0, the GET /skill/{skillId}/summary call returned a negative value for averageWrapTime.
-
In v3.0, the /teams/<teamID>/performance-total call took a long time to respond.
-
In v10.0, the /report-jobs/datadownload/540 call took a long time to respond.
Digital Experience
-
When a user updated the message template for a WhatsApp digital outbound skill, the message template was updated for all WhatsApp outbound digital skills.
CXone Studio
-
The Version History page showed the incorrect time.
MAX
-
When an agent was configured to manually accept calls on an inbound skill and a contact ended the call before the agent accepted it, the agent state changed to Available and the agent could continue to receive contacts. However, if the refusal timeout period passed without the agent receiving a new contact, the agent state changed to Refused.
Pipeline Update 165
Published 19 November 2024*
The User Inactivity Lock and Ability to Unlock User Accounts features have been released with this update. For details, see the Mid-Release Features section of the 24.4 release notes.
ACD Routing
-
In some systems, contacts with lower priority were being routed first.
-
When agents with the same proficiency in a skill were available at the same time, calls weren't routing to agents who had been available for the longest.
Digital Experience
-
The CRM case count didn't match between the Cases and Messages tabs.
-
Cases didn't route to agents when the first automated message API included emojis.
IEX WFM Integrated
- IEX Intraday sometimes showed estimated staff values for intervals where no contacts were handled and no agents were logged in.
-
States weren't always synchronized in real time.
Interaction Analytics
-
For some environments, the availability of transcripts was delayed.
-
The Interactions widget didn't display in languages other than English.
-
Interactions weren't displaying data for Enlighten sentiment or behaviors.
Cumulative Update 5
Published 29 October 2024*
ACD
-
The audit history for a copied skill included the history of its parent skill.
-
When an agent was configured to manually accept calls, they couldn't receive callbacks.
ACD Routing
-
In some systems, channel lock wasn't locking agents to one channel as expected.
Admin
-
When an administrator edited agents' contact settings from a team profile, the wrong row was updated and the changes weren't saved.
CXone Attendant
-
When an employee was created but not invited, configured for CXone Attendant, and then activated, the CXone Attendant extension field was blank.
Data Share
-
Dispositions applied to digital interactions didn't appear in the data lake.
IEX WFM Integrated
-
Enabling or disabling IEX WFM for an entire team didn't work correctly.
MAX
-
When agents using Integrated Softphone received an inbound call and clicked Accept, the call sometimes didn't connect correctly and was eventually marked as refused.
Personal Connection
-
SMS templates were sometimes applied to SMS messages multiple times, resulting in duplicate messages to contacts.
Reporting
-
The Supervisor Snapshot and Agent Timecard reports were off by one hour.
-
The Admin and Agent CXone Logins data download report contained incorrect and missing data.
-
SMS contacts showed the wrong start time under the Transcript tab of the Contact History report.
-
In some systems, running data download report 643 returned an error.
-
WFM and CXone Supervisor reports showed the wrong inbound contact state for Digital Experience contacts where the agent had the ability to accept or reject the contact.
Studio
-
The OnRelease event action failed to return a value for the CauseCode property.
Pipeline Update 164
Published 29 October 2024*
ACD Routing
-
In rare cases, contacts weren't routing to agents.
-
In some systems, when a contact called back with their place held in the queue, their priority was removed and they weren't routed to an agent.
CXone Agent
-
Emails were sometimes assigned to two different agents.
Digital Experience
-
Agents were unable to reply to second-level comments in Facebook Public channels.
IEX WFM Integrated
-
In some systems, agent sessions weren't reporting correctly.
-
Some systems didn't receive events that should have been received.
-
The received count was sometimes different from ACD and Intraday Manager.
Interaction Analytics
-
When users opened an interaction using search, the Agent ID was blank.
-
Pulling transcripts from the Interactions widget took 30-45 seconds.
CXone Studio
- The Restore button was not displayed when viewing an historical version of a script. (
- When the Actions palette was left open and an action's web editor was opened and then closed, a blank white space remained on the script canvas where the Actions palette had been. (
- The navigator pane did not display in a script opened from a RUNSUB, RUNSCRIPT, RESKILL, or SPAWN action. (
- Chrome sometimes crashed after starting a trace on a script. (
- After navigating through folders on the Scripts page in CXone Studio and then returning to the root folder, the scripts in the root folder did not display on the Scripts page. (
- Only a portion of the data contained in the SNIPPET action was displayed in the editor window. (
- An extra, gray connector line appeared on the canvas when connecting two actions, and it could not be deleted. (
- The SNIPPET action editor would not allow the snippet to be saved if the code contained syntax errors. (
24.4 Release
Published 15 October 2024*
Admin
-
Rarely, a system didn't show the complete list of groups.
CXone Agent applications
-
The end-of-call audio alert played after the agent saved the disposition instead of when the contact ended.
-
In CXone Agent Embedded for Salesforce, data memorialization didn't work correctly when an agent transferred a call.
-
When an inbound email contained a blank subject, the agent couldn't reply to it.
-
When an agent opened CXone Agent on a large screen or with the browser zoomed out, a blank white space appeared below the email editor.
-
When an agent clicked Request More
in the interactions menu, they were not assigned any new interactions.
Agent for SCV
-
Some users received a message while finalizing an account mapping that said "Error while validating Salesforce details". A workaround for this error has been documented.
Cloud Storage Services
-
In Azure storage, sometimes interactions were stuck in a reprocessing state.
-
In some systems, recordings retrieved from long-term storage weren't available to play on the Interactions page.
Enlighten Copilot for Agents
-
When the body of a message was empty, Agent Copilot sometimes experienced an error.
Data Share
-
The
Developer Portal
-
The documentation for the GET /agents/skills response included fields that don't actually appear in the response, including firstName, middleName, and lastName.
Digital Experience
-
Rarely, a combination of a JS API autoStartSession command and a network reconnect started a new chat session when one had already been created in the same browser context.
-
When a user opened a chat window and the focus shifted, the chat was called the "Customer chat frame" instead of "Live Chat".
-
Some systems showed inconsistent data in the digital dashboards.
-
On some screens, screen readers read background text that wasn't currently visible on the screen.
-
Users couldn't control the vertical scrollbar with arrows on the keyboard; it could only be used with a mouse.
-
Live chat users weren't able to see the state of the chat.
-
When contacts interacted with live chat using a screen reader, the button allowing them to change the topic wasn't communicated.
-
The chat window didn't include a header, which created accessibility issues for contacts using screen readers.
-
When an agent was handling a call and two chats entered the queue with different priorities, the chats didn't always route in order of priority.
-
Sometimes agents responding to an email received an error that said they couldn't send an outbound message at this time.
-
Agents couldn't reply to an email if the recipient had a long email address.
Interaction Analytics
-
Rarely, the operators for a category disappeared.
-
When many terms were hidden from the Keyword widget, users couldn't scroll far enough to see all the removed terms.
-
Updating the language model took longer than it should have.
-
Users could open an interaction and navigate to the next one, but navigating to the next after that failed.
-
When users looked at a segment, the agent ID was blank.
-
Pulling a transcript from the Interactions widget took a long time.
-
Interaction Analytics stopped displaying Enlighten sentiments and behaviors.
CXone Mobile SDK
-
With the Android SDK, when a contact started a conversation in single-thread mode and the agent closed the chat, the contact could continue sending messages.
Partner Tools
-
Presence Sync and Directory Sync stopped working for Microsoft Teams after a Microsoft update.
platform
-
The transcript for a chat interaction didn't match exactly between the Contact History report and the Interactions page.
Reporting
-
In some systems, the Evaluation reports showed no data.
-
Interaction Analytics BI reports didn't appear in the prebuilt reports table.
-
In some systems, default and custom report schedules were sending duplicate emails to the recipients.
CXone Workforce Management
-
Comments don't get populated in the reviewer comments column in the Schedule Requests page.
-
When you change the WFM Forecast Data in the Generate Schedule chart, it doesn't look the same as in the preview.
Cumulative Update 4
Published 8 October 2024*
CXone Routing
-
Updating an ACD User profile changed the team default setting.
-
In certain systems, an event caused contacts not to route to agents. Changes have been made to prevent future occurrences.
-
When a user turned on Channel Lock for a team, the change didn't save.
CXone Agent
-
Custom form screen pops didn't close when agents successfully submitted them.
-
When agents clicked Save & Close in the Microsoft Dynamics application, a CXone Agent logout confirmation window appeared.
-
When agents were responding to an email and then accepted an interrupting call, the last few lines they had typed in the email response area disappeared.
-
When an agent consulted with and then transferred a call to another agent, the receiving agent's call controls disappeared.
-
Agents using softphone didn't have a hold time counter.
-
When an agent was in the small view, the Accept and Reject buttons weren't available for callbacks.
-
When the ability to place a conference call on hold was enabled, agents resuming any held call were still recorded as being on hold instead of switching to an active status.
-
Agents sometimes received an error when clicking the Send Approval button, even when they had the correct permissions.
-
When a Personal Connection call was delivered to an agent, the active contact lost focus and agents had to click to open screen pops.
-
When an agent was handling an email and a call came, in, the contact name on the email changed to the name of the caller.
API
-
In v23, contact/state-history calls displayed the wrong time zone for lastPollTime.
-
/skills calls failed in v31.0.
- In some systems, users couldn't add a new dynamic address book.
-
Updating an ACD User profile sometimes changed the team default setting.
Cloud Storage Services
-
In some environments, recordings pulled from long-term storage couldn't be played.
Digital Experience
-
The chat queue indicator displayed to the contact was sometimes incorrect. Refreshing it set the queue number to 99.
-
In certain systems, CXone Dashboard widgets were showing lower Digital Experience volumes than they should have.
Interaction Analytics
-
AutoDiscovery could take a very long time to load and even time out while loading.
Reporting
-
The reporting data wasn't populating in the Skill Summary widget in CXone Dashboard.
-
In the Agent Summary by Day data download report, the values for Outbound_Time and ACD_Time were incorrect.
-
CXone recordings weren't loading in the Contact History report when the user's browser was set to a language where dates use commas instead of periods.
-
The Transfers data download report included contacts that hadn't been transferred.
-
The Custom CDR Extra data download report returned a 504 timeout error.
-
The Active Contacts report didn't always match the active contacts that were returned by the GET /contacts/active API call.
Personal Connection
-
Rarely, multiple calls were placed to the same contact at the same time and assigned to different agents.
Studio
-
Actions specified in an inbound interaction Studio script weren't happening when the script had a long subscript or the inbound script ran continuously with subscripts.
-
When a script contained a screen pop in the OnPageOpen action, the screen pop failed and produced an error.
-
The Digital Experience platform produced an error when the DigitalForward action To property contained an email address with a subdomain.
Pipeline Update 163
Published 1 October 2024*
ACD Routing
-
In some systems, the agent's screen was being recorded for several hours after the call ends, even when they handled more calls after the recording began.
Admin
-
The Login Authenticator drop-down in the employee profile sometimes listed the same login authenticator more than once.
CXone Studio
- When the language was in any supported language other than English, the Actions palette still displayed action category names in English.
- The VOICEPARAMS action TTS Voice property displayed values in the wrong format.
- The Work Item category did not display in the Actions palette .
Digital Experience
-
In some systems, contacts weren't routing automatically. This caused interactions to be stuck in queue while agents were available.
IEX WFM Integrated
-
The interval publisher would stop working under certain conditions.
-
The state publisher restarted intermittently.
Cumulative Update 3
Published 10 September 2024*
Several Enlighten Copilot for Agents features have been released with this update. For details, see the Mid-Release Features section in the new features section of the release notes.
CXone Agent
-
Screen pops didn't work correctly in certain instances of CXone Agent Embedded.
-
When users hovered over custom fields they saw the field ID instead of the field value.
-
When users logged in to WebRTC and the CXone Agent Chrome extension, the agent leg sometimes wouldn't connect.
-
In CXone Agent Embedded for Salesforce, screen pops would duplicate across all open tabs when Panel Open in Browser was enabled.
-
Agents didn't receive visual notifications when they received chat messages.
IEX WFM Integrated
-
Statuses sometimes became stuck, resulting in incorrect data in Adherence reporting.
MAX
-
When a contact was transferred, MAX sometimes remained on hold for the agent who should have been released from the call.
-
Some quick replies included the word "Null" at the bottom when they were added to outbound email messages.
Reporting
-
The single-day view of the Billing report showed Fair Peak and Clipped Peak in the chart legend. Both of those concepts had previously been removed from CXone. Fair Peak and Clipped Peak have been removed from the chart legend, the Clipped column has been removed from the report, and the Fair Peak header in the chart grid view has changed to Agent Peak.
-
Refusals for chat and work item contacts were not always properly reflected in the Agent State History report.
Studio
-
When users tried to save changes to a script that contained the OnPageOpen action, they received an error.
-
The PAGE action wasn't correctly opening and closing screen pops in CXone Agent.
Pipeline Update 162
Published 10 September 2024*
Admin
-
When access to a campaign was restricted from the roles and permissions area, attempts to remove the restrictions didn't save correctly.
Digital Experience
-
In some environments, scheduled jobs intended to delete messages did not delete the messages.
-
Inbound emails sometimes arrived without their attachments.
-
When a digital SMS channel was deleted and then the same phone number was used for a new digital SMS channel, messages to that number continued to route through the deleted SMS channel.
-
When systems didn't have a default SLA time set, attempting to set one resulted in an error.
-
When users submitted offline chat forms, the email didn't send.
-
In Guide chat, the wrong queue count was sometimes shown.
-
Under certain conditions, generating voice contacts as part of a Digital Experience workflow schedule resulted in the voice contacts not auto-closing.
-
Interactions were sometimes not assigned a priority. This blocked the interactions from being worked on since interactions with priorities assigned to them were delivered first.
CXone Dashboard
-
The Dashboard Management page sometimes contained duplicate entries.
IEX WFM Integrated
-
In systems with a lot of data, the state publisher would sometimes crash and stop reporting accurate state data.
-
The reported talk time for agents was sometimes longer than the interval boundary.
Cumulative Update 2
Published 20 August 2024*
ACD
-
Downloading the existing ACD skills from the bulk upload tool produced an error when the system didn't have Personal Connection enabled.
-
The audit history for ACD users sometimes failed to generate.
CXone Routing
-
In some systems, the IVR stopped playing music for the caller once the call routed to an agent and the Studio script moved on from the Playlog action.
CXone Agent applications
-
In systems with preview Personal Connection dialing enabled, the agent leg was disconnected when they clicked Requeue in the preview window.
-
When an interaction was transferred, data memorialization didn't work for the receiving agent.
-
External directory contact statuses weren't synced in real time.
-
When an agent forwarded an email, the text cursor appeared at the end of the editor instead of the beginning.
-
The Call from and Call to fields weren't being populated with client credentials in Microsoft Dynamics 365 for OAuth.
-
When agents used the Chrome extension with the HubSpot CXone Agent integration, incoming calls logged the agent out of the agent application.
-
When an agent tried to Reply All to a Digital email, the last email listed in the CC field was not included in the reply.
API
-
The /services/v3.0/agents/{agentId}/queues call failed and increased the CPU utilization, resulting in performance issues.
Digital Experience
-
The number of cases in the CXone Dashboard queue counter widget didn't match the digital CRM count.
Personal Connection
-
In some systems, agents were available for long periods without having available dialer contacts routed to them.
platform
-
In rare cases, when an agent tried to log out of the agent application, the process failed. When the agent logged back in, they re-entered the old session that was still attempting to log out.
Reporting
-
In some systems, attempting to download a data download report resulted in a 504 timeout error due to denied permissions.
Pipeline Update 161
Published 20 August 2024*
CXone Routing
-
In rare cases, contacts expired based on the wrong timestamp, causing contacts to not route.
Digital Experience
-
In some systems, emails intermittently showed an empty value in the Priority column.
Reporting
-
The Adherence BI Report showed Unknown as the default mapped system activity.
24.3 Cumulative Update 1
Published 6 August 2024*
ACD
-
Using search to locate stations didn't work correctly if the search value was long.
-
When a user with their browser language set to Japanese created a new skill, they weren't required to select a Media Type.
-
Having an End action in an hours of operation script could cause a port to go out of sync and be unavailable for use.
CXone Agent applications
-
User-defined unavailable codes didn't display correctly in the CXone Agent Productivity report in Japanese.
-
The Accept in a preview dialer call sometimes didn't work.
API
-
GET/agents/interaction-history returned a future date for lastPollTime.
-
The skill summary call incorrectly returned 0 for certain fields.
Digital Experience
-
When many actions happened at the same time, Digital Experience reports were sometimes inaccurate.
Reporting
-
In some systems, report templates took a long time to load.
-
When a user edited a custom report template, changed the date range, and clicked Done, the page didn't refresh and the changes weren't saved.
Studio
-
Some scripts containing the Snippet action produced a validation error.
-
The Create Timeline option for the Agent Workflow Execution action didn't create a timeline.
-
In digital scripts, the GetMessages Studio action sometimes returned an error.
Voice Quality Metrics
-
The tile data was unavailable when a user's browser language was set to Portuguese.
Pipeline Update 160
Published 30 July 2024*
Admin
-
The file with existing teams, downloaded from the bulk upload tool, sometimes didn't show all the assigned team leads.
Digital Experience
-
Digital chat sometimes experienced slow response times.
-
The post count for inbound emails sometimes reported multiple messages from the contact when there was only one.
-
The chat queue sometimes showed the contact as 99th in line when the queue was much smaller than that.
IEX WFM
-
The Queue and AgentQueue reports showed different values for the same metrics.
24.3 Release
23 July 2024*
ACD
-
The point of contact audit history was missing some data.
-
In environments experiencing a sudden large increase in inbound emails, contact routing would sometimes slow down.
Admin
-
When changing a user's assigned role, the user continued to have the old role if the change was made through the Roles & Permissions page instead of from the Employees page.
-
The list of agents in a team didn't match the list returned when the list was pulled using an API call. This was related to a brief server outage.
CXone Agent applications
-
When an agent accepted a second interaction that resulted in a second screen pop
A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. opening in a pop-up window, the new pop-up window was blank. -
Quick replies sometimes weren't available for outbound emails.
-
Agents couldn't copy and paste URLs under the Add Link button in emails.
-
When a conference call between two agents and a contact ended, the two agents were stuck in the conference.
-
Custom details were deleted from a case if the agent tried to edit custom fields, the case was unassigned from the agent, or the custom fields were hidden.
-
To type in a chat window, most of the agent typing area wasn't clickable. Agents had to click in the far left side of the text area to type in it.
-
In some systems, agents who accepted a call weren't connected to it.
-
After agents assigned a disposition
Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. to a voicemail, they could not access the Outcomes window again unless they refreshed the agent application.
API
-
Very rarely, pulling an agent by ID would incorrectly report the agent ID as invalid.
-
All versions of PUT /teams/{teamId|teamuuid} were failing to update team details when using a teamuuid.
CXone Dashboard
-
In the Agent List Widget, the agent state details were sorted numerically instead of the actual time order.
-
Resizing column headers led to reduced title visibility due to indentation and the sorting icon occupying space.
-
The Agent List widget could not be re-sized to view more users.
Digital Experience
-
Attempting to activate a new X (formerly known as Twitter)channel failed.
-
When game mode was enabled for a chat channel, the Start button for the game was no longer available.
Enlighten AutoSummary
-
Summarizations sometimes included incorrect order or account numbers.
IEX WFM
-
State processing events were sometimes delayed in certain systems.
Partner Tools
-
Monitoring Gateway wasn't available for users in the EU region.
Personal Connection
-
When a user uploaded a calling list with Use First Row as Column Names selected and and file didn't have a column header with the string 'ID', the process failed.
CXone Recording
-
There were occasional instances when call recording was not available. The recording alert was "No connection to media server".
Reporting
-
The Contact Detail report sometimes didn't include completed Personal Connection call attempts.
-
The RTIG BI report sometimes timed out for even small amounts of data.
-
BI report subscriptions sent two emails instead of one.
Salesforce Agent
-
When agents drafted an email, then switched to view a chat, their email draft was deleted.
-
When agents started a second call, or a new call for a conference or transfer, Salesforce refreshed.
Studio
-
Inbound phone scripts that included the DNCLOOKUP action sometimes produced an error and dropped the call.
-
The FORWARD_EMAIL_DIGITAL action didn't include required data, which resulted in email not threading and creating a new case.
-
The group filter is not working on the SU page.
2024-1 Cumulative Update 8
Published 9 July 2024*
ACD
-
In certain systems, calls were briefly unable to route to an agent.
-
Contacts configured with routing attributes sometimes routed to agents without the required attribute.
API
-
The
-
For a short time, the InContactAPI restarted every 10 minutes, leading to CXone performance issues.
-
When the GET /scripts API call pulled a CXone Studio script that had been reverted to a previous version, it returned an inactive version of the script instead of the current one.
MAX
-
When agents using the WebRTC softphone clicked Accept for an inbound call, the call sometimes didn't connect and the agent entered a Refused state
The availability status of an agent.
Presence Sync
-
When an agent answered a callback in CXone Agent, their state
The availability status of an agent didn't change from Available no matter how long the call lasted.
Reporting
-
The Contact Detail report sometimes didn't include completed Personal Connection call attempts.
Routing
-
When an agent transferred an inbound call to a new agent, sometimes screen recording would continue to record.
-
Some calls were not recorded. These calls had an error that said "no connection to media server."
CXone Studio
-
When a script contained the Workflow Execute action, attempting to open it in CXone Studio displayed in a blank Workspace page.
Studio
-
In some environments, hold music configured by the MUSICStudio action stopped playing when the contact began routing to an agent.
CXone WFM
-
The group filter sometimes didn't work on the Scheduling Unit page.
Pipeline Update 159
Published 9 July 2024*
ACD
-
When contacts occurred at the same time as an AWS credential refresh period, the contact became stuck in an InQueue state.
Admin
-
The employee list file was out of date when downloaded from the Employees page. It was up to date when downloaded from Bulk Upload Portal. Both sources now contain up-to-date files.
API
-
Some API calls to C700 were incorrectly using http instead of https.
Digital Experience
-
When a contact clicked a rich media link from a message in a closed asynchronous chat, the action failed.
-
When an agent added an attachment to a chat message, Digital Experience would sometimes include the attachment in the next message as well.
-
Quick response for outbound emails showed a blank table instead of a populated one.
CXone Recording
-
There was an issue filtering certain teams in Interactions.
CXone Studio
- When a script was in read-only mode, actions could be moved after a web editor was opened and closed.
Out-of-Band Releases
Performance Management (Legacy)
October 2024 Fixes
Deployed 24 October 2024*
-
The Announcements page sometimes showed the loading circle but didn't load the data.
-
The system didn't allow users to pay for the games or the coins.
-
When users tried to export dashboard that included a Summary widget with the parent column option selected, an "Export failed" message appeared and each worksheet displayed "An error occurred while exporting."
-
The columns in some widgets appeared to collapse.
-
When a user edited the name of a QA form, the textbox didn't show the actual form name.
-
When a user went to the Work Aids page, the system showed the loading circle but didn't load the data.
-
When a user saved or ended a coaching session, the date value didn't match the user's time zone setting.
-
The Login Logout widget didn't populate the date.
-
The company name and icon used to group the widgets changed.
-
For some users, games showed the loading circle but didn't load the data.
-
If a change was made to the filter date, the totals for groups displayed by the breakdown interval widgets weren't updated.
-
The custom Outstate widget didn't show the first row of data until the user scrolled down and then up.
August 2024 Fixes
Deployed 22 August 2024*
-
For subscriptions, the email previews showed an error message in the Excel report and no data.
-
in the Reporting Set widget, the set didn't show all the QA forms submitted by agents.
-
In the Games History view, the Qualifier column showed “Invalid numbers” with Time Metrics.
-
In the form breakdown on the Scores page, team members names were shown as 'inactive'.
-
In the Form Breakdown widget, questions were not clickable.
-
Widget names reverted to default.
-
On the Monitored Recording page, when a recording was edited, the form submitted date was replaced with the date the recording was updated.
-
In the QA forms on the Recording page, some questions were cut off.
-
In the export data on Dashboards, the Last Month time range spanned from midnight to midnight. Now the end time is set to 11:59 PM on the last day.
-
New objectives disappeared after the Objectives page was refreshed.
-
There were discrepancies in data when the Interval widget was set for 1 hour, 30 minutes, and 15 minutes, especially across dates within and outside of DST.
-
Shared dashboards did not correctly receive or publish changes to time zone settings.
-
In user attributes, data grouped by the Not Set user attribute was not displayed in widgets.
-
The Outstate widget did not change values regardless of the selected date range.
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.
- Disposition classifications for negative DNC interactions are prepended with "Preview Reject -" for standard dispositions.
ACD Routing
-
Many externally transferred calls show a duration of several hours.
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In some systems, agents are receiving more contacts than are configured for the Total Contact Count in their ACD Users profile.
Admin
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When users modify an employee profile from the CXone interface, at least one attribute must be selected or the changes won't save. Users can get around this by making the changes using the bulk upload tool.
CXone Agent applications
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When agents select a dynamic address book from the drop-down in the Directory and search for a user, no results appear. If they select All in the drop-down and search for the user, the user appears.
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Agents are sometimes unexpectedly changed from the Available state to an unavailable state.
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Digital Experience emails sometimes route to two different agents.
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The call controls sometimes disappear when an agent receives a second dialer call.
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In some systems using agent workflows with Microsoft Dynamics, a call from a new number can be delayed by about 10 seconds.
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When an agent adds another agent to a call and then hangs up to complete a warm transfer, the agent left on the call loses their call controls.
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.
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When a call disconnects, the call still appears on the screen below the dialpad.
CXone AppLink
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CXone AppLink does not support multiple NICE Engage systems that are connected to a single CXone tenant.
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Real-time capabilities, such as Real-Time Monitoring and Real-Time Authentication, are not supported in CXone for CXone AppLink users.
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All agents imported from NICE Engage must have an email address listed in NICE Engage. Agents without an email address are not created in CXone and their calls are not imported. This does not include calls for basic recording and unmapped users.
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Teams in NICE Engage are not automatically synchronized with CXone but can be uploaded via the Bulk Employee Upload tool.
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CXone AppLink can only import up to 50 business data fields.
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NICE Engage comments, annotations, and categorizations are not supported in CXone.
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CXone Role-Based Access Control (RBAC) by skill is not supported in CXone for CXone AppLink users.
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CXone AppLink only uploads H.264 screen recordings to CXone.
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When playing back imported recordings in CXone, the CXone player does not display pause and resume indications for the recording.
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A Quality Plan by skill cannot be generated in CXone for CXone AppLink users. You can create a Quality Plan according to a business data field if the skill is populated into that field.
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Users in NICE Engage who are defined with multiple agents are imported into CXone as a single agent.
Dashboard (Legacy)
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In the Queue Counter widget, the longest wait time resets after 24 hours.
Digital Experience
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Credit card masking with Workflow Automation is only supported for standard credit card format. Credit card issuers may change their range or formatting. Our pattern recognition only supports changes made through March 2024.
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Chrome doesn't require third-party cookies by default. If you use Chrome as your browser while using Digital Experience with MAX, enable third-party cookies to avoid issues.
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The oldest digital email contacts aren't always routing first.
IEX WFM Integrated
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The Count is sometimes different between the ACD and Intraday Manager.
Interaction Analytics
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The metrics for Average Duration and Average Silence do not calculate correctly for the Analytics Category Statistics report. These values are currently hidden in the report until they can be fixed.
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Quality Management out-of-the-box categories are missing from the Category Manager.
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Interactions sometimes don't show categories and sentiments, even if the call was short.
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If a user filters by category, no data populates in the widgets.
Interactions Hub
For Data Policies:
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In relation to the Unmasked Sensitive Information widget, data for two users from the same tenant, but who are in two different time zones, can be viewed in search results. However, actions can only be taken based on one time zone at a time. This is because all users view the same data, irrespective of their time zone.
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A Deletion policy will support up to 500,000 interactions. Litigation Hold and Litigation Release policies will support up to 10,000 interactions.
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For AppLink customers, no data will be shown in the Unmasked Sensitive Information widget.
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When applying a policy, recordings moved or copied to the SEA are not affected. See Secure External Access.
Personal Connection
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When a user downloads existing skills, the Abandon Message Path for dialer skills is populated with the Answering Machine Message Path.
CXone Quality Management
- Conference segments cannot be transcribed/categorized. For example, if an agent adds a participant to a call between them and a customer, the segment up until that point will be transcribed and categorized, but from that point and on, it will not be transcribed or categorized. This is applicable for users with CXone QM Advanced license.
CXone Recording and Playback
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In each of the following search filters, the number of searchable values should not exceed 400. If there are more than 400 values, some values will not appear in the filter.
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Hashtag
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Team name
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Group name
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Skill name
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Disposition
Note that the text search works for any number of values.
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Skills and teams are assigned only to segments with an assigned leading agent. Interactions with no assigned agent include IVR, off-platform, and some outbound dialer interactions. For these interactions, skills and teams are not assigned and interaction-segment-based views are not applicable.
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When the date range of a search starts before 1 July 2022, sorting by any of the behavioral metrics columns generates an error message. Subsequent filtering also generates the error message. To resolve the issue, close the message and sort on a column that is not behavioral metrics before continuing to filter. To avoid the issue, sort on any column except for behavioral metrics or set the date range for searches after 1 July 2022.
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For the following languages, be sure to search for interactions using exact text enclosed in quotation marks:
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Chinese Simplified
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Chinese Traditional
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Japanese
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Korean
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When the duration of a complex digital channel interaction extends beyond 5 hours, the related segments icon does not appear by the related segments in that call. You can play back each interaction in the call separately, however, sometimes you cannot play back the entire interaction.
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When a call is transferred to another agent who does not answer, the recorded segment is marked as a complex call. The segment appears in the search results with the Related Segments icon even though there are no related segments.
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If there is a failover on the ACD side during a call, the recording will be available for search and playback after 5 hours from the call start. In a complex scenario with multiple segments, the call might not be recorded or it might be recorded with unexpected behavior, for example, without masking.
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Chat and email:
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For emails that were transferred or reskilled, the transferred/reskilled segment itself does not include the email transcript. Other segments do include the email transcript.
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Playback does not support attachments.
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The first segment in a chat only allows playback of the one segment. The full contact can be played back from subsequent chat segments.
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For calls transferred to external phone numbers:
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When transferring from the IVR, the external interaction is not recorded.
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When using a cold transfer, the external interaction is recorded, even if there is a Do Not Record policy with the external participant’s phone number.
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For a conference call, playing back a contact displays the name of external participant as Customer. In all other cases, the name of external participant appears as Other Participant.
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The interaction between the customer and external participant is recorded in mono mode.
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The segments transferred to external phone numbers do not display the agent names in the search grid because agents are not involved in such segments.
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CXone Recording provides some limited support of silence suppression during the call when the carrier uses silence suppression to lower the bandwidth due to external issues and for a few seconds. We recommend that you work with NICE NetOps and the carrier to ensure silence suppression is disabled on the carrier side since it may reduce the quality of the call recording.
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Screen recording policies allow you to define a period of recording the screen after the call has ended (after call work). After call work recording might exceed the defined time by up to two seconds.
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If an agent logs in to MAX or Salesforce Agent on more than one computer at a time, when screen is recorded, it's recorded for all computers. For those recordings, the screen recording won't play back correctly.
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For calls that include more than one screen recording, such as conference calls, consultations, and internal calls, the player only displays the screens of one of the agents during playback. The player indicates which agent's screens are being played back.
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If a call is transferred from one agent to another, the screens of both agents are played back in the resolution of the first agent’s screen.
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Screen recording is initiated up to 25 seconds after the agent logs in. Screen recording might not work properly during these 25 seconds. This issue only affects tenants configured with 100% screen recording.
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Sometimes a black screen appears during playback:
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There was a screen recording delay (milliseconds) due to latency. In this case, a black screen may appear at the beginning of the call to synchronize playback of the screen and voice recordings.
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The agent ran an app with admin permissions during the call recording. In this case, screen recording stops when the UAC message appears.
Screen recording restarts when the pop-up is closed. During playback, a black screen appears while screen recording was stopped.
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The alternatives are to install the application with non-administrative rights or to use a persistent environment.
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If you download calls from Secure External Access that were recorded before 10 December 2018, you won’t be able to play them back.
To save or play back a specific call (even if it was recorded before 10 December 2018), you can go to Search and find the call. Then, from the Player, you can play it back or download it.
Reporting
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When an agent initiates an outbound email, the Digital Messages report does not include it in the Agent Messages count. The case IDs for outbound emails display as null in the Agent Messages column of the report.
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Errors occur in the Activity Audit report and Change Audit report when the Time Period is set to more than the Last 7 days.
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The Time Utilization report displays data for inactive agents. This happens when agents are deactivated, but their schedules have already been generated. The report will continue to display the agent's data for the duration of the generated schedule.
For example, an agent's schedule was made in May 2023 and lasts until September 2023. The agent was deactivated in June 2023. Even though the agent is deactivated, their data still appears in the report until September 2023.
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In the List of Agents BI report, the last login date is sometimes wrong.
Salesforce Agent
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In Salesforce Agent Classic, email drafts can be deleted after switching from chat to email.
CXone 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.
CXone Workforce Management
General CXone WFM
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For CXone ACD users: CXone 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 Dashboard but not to CXone WFM. In these cases, they will either be displayed as available or won't be reported at all in CXone WFM.
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If you activated CXone WFM for the first time after November 2022 and have the CXone ACD, the historical data may not be readily available to CXone WFM. Contact support to import the historical data from CXone ACD to CXone 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 CXone 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 CXone 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 1st May 23 and lasts until 30th 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 widget are no longer available in 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.