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
24.3 Release
23 July 2024*
ACD
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The point of contact audit history was missing some data.
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In environments experiencing a sudden large increase in inbound emails, contact routing would sometimes slow down.
Admin
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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.
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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
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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.
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Agents couldn't copy and paste URLs under the Add Link button in emails.
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When a conference call between two agents and a contact ended, the two agents were stuck in the conference.
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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.
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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.
API
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Very rarely, pulling an agent by ID would incorrectly report the agent ID as invalid.
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All versions of PUT /teams/{teamId|teamuuid} were failing to update team details when using a teamuuid.
CXone Dashboard
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In the Agent List Widget, the agent state details were sorted numerically instead of the actual time order.
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Resizing column headers led to reduced title visibility due to indentation and the sorting icon occupying space.
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The Agent List widget could not be re-sized to view more users.
Digital Experience
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Attempting to activate a new Twitter channel failed.
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When game mode was enabled for a chat channel, the Start button for the game was no longer available.
Enlighten AutoSummary
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Summarizations sometimes included incorrect order or account numbers.
IEX WFM
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RTA statuses were out of sync, causing agents to be shown as available when they were not logged in or scheduled.
Partner Tools
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Monitoring Gateway wasn't available for users in the EU region.
Personal Connection
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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
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There were occasional instances when call recording was not available. The recording alert was "No connection to media server".
Reporting
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The Contact Detail report sometimes didn't include completed Personal Connection call attempts.
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The RTIG BI report sometimes timed out for even small amounts of data.
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BI report subscriptions sent two emails instead of one.
Salesforce Agent
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When agents drafted an email, then switched to view a chat, their email draft was deleted.
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When agents started a second call, or a new call for a conference or transfer, Salesforce refreshed.
Studio
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Inbound phone scripts that included the DNCLOOKUP action sometimes produced an error and dropped the call.
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The FORWARD_EMAIL_DIGITAL action didn't include required data, which resulted in email not threading and creating a new case.
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The group filter is not working on the SU page.
2024-1 Cumulative Update 8
Published 9 July 2024*
ACD
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In certain systems, calls were briefly unable to route to an agent.
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Contacts configured with routing attributes sometimes routed to agents without the required attribute.
API
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The
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For a short time, the InContactAPI restarted every 10 minutes, leading to CXone performance issues.
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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
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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
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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
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The Contact Detail report sometimes didn't include completed Personal Connection call attempts.
Routing
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When an agent transferred an inbound call to a new agent, sometimes screen recording would continue to record.
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Some calls were not recorded. These calls had an error that said "no connection to media server."
CXone Studio
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When a script contained the Workflow Execute action, attempting to open it in CXone Studio displayed in a blank Workspace page.
Studio
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In some environments, hold music configured by the MUSICStudio action stopped playing when the contact began routing to an agent.
CXone WFM
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The group filter sometimes didn't work on the Scheduling Unit page.
Pipeline Update 159
Published 9 July 2024*
ACD
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When contacts occurred at the same time as an AWS credential refresh period, the contact became stuck in an InQueue state.
Admin
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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
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Some API calls to C700 were incorrectly using http instead of https.
Digital Experience
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When a contact clicked a rich media link from a message in a closed asynchronous chat, the action failed.
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When an agent added an attachment to a chat message, Digital Experience would sometimes include the attachment in the next message as well.
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Quick response for outbound emails showed a blank table instead of a populated one.
CXone Recording
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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
Agent for SCV
23.6
Published 1 December 2023*
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After logging in, the agent's status was set to offline instead of displaying the mapped unavailable code.
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When agents ended a call on mute, they received an error message.
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Calls occasionally failed after agents made multiple blind transfers or added callers.
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Calls weren't displayed in the UI after agents refreshed the page.
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After receiving an error, agents couldn't end a call until they refreshed the page.
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Agent status didn't change to Held Party Abandoned when the contact ended the call after being put on hold.
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When media access was denied, the agent received an error message. The message didn't include any troubleshooting information.
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The address book button was not displayed on the dial pad screen.
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When agents logged out of and then logged back in, their previous status changed to offline.
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Agents were unable to call other agents from the address book. When they placed the call, it would fail and an error message would display.
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Agent status didn't change to available at the end of a call.
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Agents were unable to make calls by selecting skills in the address book.
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Agents could see deactivated skills in the address book.
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Agents could see skills that weren't assigned to them in the address book.
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Non-available codes could not be seen in the publisher state.
Performance Management (Legacy)
May 2024 Fixes
Published 28 May 2024*
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When a user added a custom image to a Spotlight slide, the image didn't appear while the slide was being edited.
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After a user clicked Publish, the Publish bar was still available.
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The Queue Counter widget showed a "No data" message when it should have shown a value of 0.
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If a user made column adjustments on the shared dashboards, saved the changes, went to another WebView, and then returned, the column adjustment changes were reverted.
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The Gauge widget didn't show the correct data.
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The scroll bar in the wallboard date selection disappeared, making it difficult to select custom dates.
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When a user added the KPI Trend metric to the KPI Trend widget and applied the Today date filter, a "Something went wrong" or "No date" error message appeared.
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If a profile template had multiple supervisors selected and then a user updated it to select all company, team, or agent, the selection was reverted to the original supervisors.
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In the metrics selector, users couldn't reorder metrics by dragging and dropping them.
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When a user tried to upload the Exclude CDI Contacts file to the Custom Data Import page, the action never completed.
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When a user removed all assigned groups from metrics, the assignments reverted to their previous selection.
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The YTD date range filters began at 1 January 2023 instead of 1 January 2024.
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Games configured with a downward metric didn't award prizes to users with a metric value of 0.
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The Contact Arrival widget didn't show the correct data.
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The Interval widget didn't show accurate data when filtered by the Days of Week range for inbound queued calls.
April 2024 Fixes
Published 16 April 2024*
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When a user edited any setting for a dashboard widget that had a custom name, the custom name was replaced with the default name.
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The Summary and Interval widgets showed inaccurate data when the start date was set to the first day of the month and the end date was set to yesterday.
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When a user tried to remove a new or existing agent attribute assignment, the action failed and an error appeared.
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Some widgets incorrectly displayed the error message "Network connection lost."
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The Interval widget incorrectly showed a value of 0 for all days if the date range was set to "This Week" and included days from December 2023 and January 2024.
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When users received an invitation to join a game, the invitation wasn't listed on the Join tab of the Games widget until the beginning of the work day.
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 time out 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.
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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.
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.
IEX WFM Integrated
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Processing state collector events slows down when the load is heavy.
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The state publisher restarts intermittently.
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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AutoDiscovery can take a very long time to load and even time out while loading.
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 the Teams filter, the number of searchable values cannot exceed 400. If there are more than 400 values, some values will not appear in the filter.
Note that the text search works for all values in the Teams filter.
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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 Japanese, be sure to search for interactions using exact text.
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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 ScreenAgent application does not work properly if installed with administrative rights on a non-persistent VMWare Horizon VDI (Virtual Desktop Infrastructure).
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 December 10, 2018, you won’t be able to play them back.
To save or play back a specific call (even if it was recorded before December 10, 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.
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.
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.
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
In Schedule Manager, the net staffing values are not getting updated upon applying the Groups and Activity Codes filters.