Release Notes: Fixed & Known Issues

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

26.3 Release

Published 28 July 2026*

ACD

  • Bulk address book imports failed for email addresses ending with special characters before the "@" symbol. The import validator used a more restrictive format check than the manual entry form. (AAD-47865)
  • Inbound emails failed to deliver because a processing component became stuck. The system saved the contact in the database but could not proceed with the orchestration. (ORC-52722)

  • Authenticated users could update persistent work items belonging to other business units on the same cluster. The API lacked a proper ownership check to ensure the caller had authority over the specific contact ID. (ORC-52929)

  • When a persistent work item is refused, the routing attributes remain. (AOR-10457)

  • Caller phone numbers were visible to agents even when the "Hide caller phone number" permission was enabled. The system failed to pass the privacy flag correctly to the new interaction queue. (UIQ-1073)

Actions

The Actions conversational panel returned inconsistent results for the same question. An error in the system instructions caused the AI to calculate duration metrics differently between requests. (CSA-81767)

Admin

  • Users with view-only permissions were unable to see all application modules in role management. The interface only allowed access to the Admin section, making other permissions unclickable. (SC-87026)

  • Previously created views were missing from the user interface. The application failed to retrieve and display saved configurations for certain tenants. (UH-74033)

  • The Quality Performance page in My Zone appeared blank for many users. The application encountered forbidden errors when searching for the required teams and groups. (UH-75475)

  • Users were unable to reauthenticate SharePoint data sources when a synchronization failed. The system did not provide the necessary authorization URL to open the login popup. (UH-77295)

  • Entity synchronization between primary and secondary tenants failed during system timeouts. The system treated gateway timeouts as hard failures and created duplicate or orphaned records during retries. (UH-78410)

Agent Workspace (Agent)

  • Draft email content was lost when an outbound dialer call automatically shifted the focus away from the email contact. The editor failed to save the progress because the component unmounted without triggering a blur event. (AW-62406)

  • The Answering Machine Override button was missing for certain dialer calls in CXone Agent. The visibility logic for the button did not match the behavior of the legacy agent client. (AW-60711)

applicative Infra

  • Agent states in the supervisor view did not match the states shown in the agent application. A heartbeat timeout caused the WebSocket to disconnect and miss status updates. (CXAPP-33643)

Attendant

  • The Auto Attendant option was missing from the administrative interface. Users were unable to configure attendant settings for their business units. (ATT-22657)

  • Bulk uploads for CXone Attendant users failed with a generic error or silently ignored certain fields. The system incorrectly counted inactive users toward a non-billable license limit. (AAD-47259)

Copilot for Agents

  • English AutoSummaries occasionally contained Chinese characters. The system incorrectly generated non-English text even when the profile was configured for English only. (CSAR-946)

  • The AutoSummary history incorrectly displayed the current call's skill for all previous interactions. The application used the active skill name to overwrite historical contact data in the journey summary. (CSA-64185)

  • The orchestration service continued to process utterances received after an interaction had ended. This caused orphaned data to interfere with the system state. (CSA-76603)

Dashboard

  • The disposition widget failed to pull chat data correctly. The system displayed only a small fraction of the actual interactions handled compared to digital engagement reports. (DAT-33717)

  • Dashboards failed to load and displayed network connection errors. The application encountered issues obtaining single sign-on credentials during the widget loading process. (CXDV-75691)

  • The PCA widget and "Handled by Agent" widget showed no data for the previous day. Agent metrics were not flowing correctly into the reporting database. (DAT-35366)

  • The dashboard contact list displayed closed interactions from several months prior. The system failed to process end-contact events, causing interactions to appear stuck in a released state. (CXDV-77461)

  • Historical dashboards automatically saved changes made by viewers. This behavior caused unintended updates to shared reports and prevented users from exiting without saving. (CXDV-76211)

  • New reporting dashboards failed to display metrics for digital skills. The widget filters did not list specific digital skill IDs even when the digital channel was selected. (CXDV-76532)

  • Dashboards failed to load for certain users. The system encountered errors while attempting to connect to the underlying database server. (CXDV-76388)

  • Users were unable to see existing dashboards or select different ones after a loading failure. The interface became unresponsive once a failed dashboard was initially selected. (CXDV-76587)

  • Dashboard sharing settings failed to save selected teams. The system unselected the teams immediately after the user attempted to save the configuration. (CXDV-80563)

  • The Agent Contact Performance and History report swapped the values for ANI and DNIS. The data populated in the wrong rows, causing caller and receiver information to be reversed. (CXDV-78731)

  • The Metric Summary widget entered an endless refresh loop when using the "View by Channel" option. The widget refreshed every few seconds, preventing data from loading or being viewed. (CXDV-78669)

  • The Abandons by Skill report displayed incorrectly high average abandon times. A unit mismatch between seconds and milliseconds caused the data to be inflated by a factor of 1,000. (CXDV-78947)

  • The Agent Contact View widget displayed incorrect durations for email interactions. Contacts remained in an active or ACW state for hundreds of hours after they were resolved. (EM-160927)

  • Emailed report subscriptions for the Adherence report were missing most of the data. The generated files only included one widget instead of the full multi-sheet report. (CXDV-79149)

  • A released interaction from several months prior remained visible as a live contact on dashboards. The system failed to clear the specific interaction ID from the real-time view. (EM-162801)

  • Email interactions remained active in the Agent Contact View with timers that never stopped. The contacts were already closed in the digital engagement platform but stayed visible in the dashboard. (CXDV-79895)

  • Users were unable to take ownership of dashboards created by inactive employees. A database schema change caused the ownership transfer API to fail. (CXDV-79270)

  • The "Agts with Voice ACW" metric failed to honor team filters and stopped updating when agent states changed. A missing configuration in the data index prevented the filters from being applied correctly. (CXDV-79383)

  • Users without administrator roles were unable to access dashboards. A security update required a specific permission that was not assigned to standard agent roles. (CXDV-79355)

  • Metric summary totals showed zero when real-time metrics were included in the widget. A logic error caused the system to skip the total calculations if any real-time data was present. (CXDV-79422)

  • Metric labels in dashboards appeared in English even when a different language was selected. The application looked for translations in the wrong configuration section. (CXDV-79494)

  • The Evaluation Question Details widget excluded questions that were marked as non-scorable. An unintended filter at the data layer restricted the view to only scorable items. (CXDV-79457)

  • The South America time zone option was missing from the dashboard time zone selector. A migration to a new library caused the option to be filtered out when user and tenant time zones differed. (CXDV-79490)

  • The dashboard contact list displayed closed contacts from several months prior. The system failed to process end-contact events, causing interactions to appear stuck in a released state. (CXDV-79544)

  • Agent and evaluator names appeared as blank in the Evaluation Detail report. The system used an incorrect data mapping that failed to combine first and last names. (CXDV-79586)

  • Emailed report subscriptions for the Adherence report were missing most of the data. The generated files only included one widget instead of the full multi-sheet report. (CXDV-80072)

  • Exported evaluation reports displayed question numbers as dates instead of numeric values. The export process incorrectly identified certain decimal numbers as month and day combinations. (CXDV-80063)

  • The Metric Interval widget showed "No Parent" for agents in the Single Metric view. The application failed to store and display the parent group data after looking it up. (CXDV-80078)

  • Metric Interval widgets displayed dates that were shifted back by one day for users in certain time zones. The system incorrectly interpreted backend date strings as UTC midnight before converting them to local time. (CXDV-80368)

  • Dashboards and reports became slow or unresponsive during high traffic periods. The system reached its maximum instance limit and could not scale further to handle the increased load. (CXDV-80485)

  • Dashboard charts displayed inconsistent times between the graph axis and the hover tooltips. Duplicate time-formatting paths in the code handled time zone data differently. (CXDV-80353)

  • Existing dashboard widgets failed to save changes to campaign and skill filters. A compatibility gap in the data model caused a system error when attempting to update older widget configurations. (CXDV-80499)

  • Metric Interval widgets on dashboards displayed blank names and caused the interface to freeze when selecting metrics. The application crashed while trying to read properties from an undefined interval value. (CXDV-80518)

DatA

  • Outbound handled metrics showed zero results when a disposition filter was applied. The contacts were missing from the disposition fact table, even though they were visible in the contact history. (DAT-34831)

  • The "From" value for persistent work items disappeared after a transfer or rejection. The new dashboard version failed to display the updated sender information for child contacts. (DAT-36661)

  • System performance issues occurred during specific data processing tasks. The application encountered errors that required an investigation into the root cause of the service degradation. (DST-9582)

  • Historical dashboards failed to update for specific days. A scheduled data processing job became stuck and stopped populating the data share. (DAT-43469)

  • Reporting data for contact activity failed to populate in Snowflake tables. An inefficient query plan caused the data processing job to time out and stop updating. (DAT-44519)

  • Digital agent contact data was missing from dashboards. This happened for a specific period in 2025. (DAT-30685)

Digital Engagement

  • The post-chat dialog reappeared unexpectedly after being dismissed by the user. The application failed to track the dismissal state and re-triggered the popup on every thread update. (DE-161745)

  • The Digital Hopper was unintentionally disabled in production environments. A leftover configuration script from a previous release continued to reset the toggle to "off" during subsequent updates. (ACDWF-2843)

  • System errors occurred when a channel ID existed across multiple brands. The repository failed to filter by brand, causing a conflict when retrieving channel integration details. (DE-161895)

  • Calling the full-display API caused the chat header to be pushed off the screen. Users were unable to access the minimize or end-chat buttons because they were hidden at the top. (DE-163122)

  • Digital chat interactions were not routing to the correct skills. The system failed to pull in custom field data from pre-chat forms, causing contacts to default to the wrong queue. (DE-164227)

  • Analytics data failed to appear in CXone Guide dashboards despite being visible in browser traces. The system did not correctly populate the KPI visualizations with the sent events. (DE-170899)

  • Users were unable to create points of contact for newly provisioned SMS short codes. The system did not make the short codes available for use in the digital platform. (DE-168843)

  • Digital chat contacts were routed to agents who did not have the required routing attributes. The system used an obsolete data field that caused it to ignore specific attribute requirements during the matching process. (DE-171658)

  • Inbound emails with non-Latin characters in the sender name or subject appeared as garbled text. The service lacked the necessary encoding providers to correctly translate legacy character sets. (DE-172085)

Feedback Management

  • Person IDs were incorrectly anonymized on the Skip and Opt-out history pages. The system failed to preserve identifiable data required for tracking survey history. (VOC-70769)

  • Custom scorecard report charts encountered issues when exporting data to CSV format. The export process failed to correctly format the scorecard results. (VOC-71489)

  • Survey data for specific regions failed to process correctly. The system encountered errors when handling localized feedback records. (VOC-72505)

  • Users were unable to connect to Informatica using specific subdomains. The system blocked the creation of the connection for certain environment configurations. (VOC-73441)

  • Selected languages could not be saved in the translation management settings. The system failed to persist the user's choices when choosing languages for translation. (VOC-73650)

GenAI Prompts

Users with permissions assigned via secondary roles were unable to access certain applications. The system only recognized permissions from the primary role for the Test Suite and GenAI Prompts. (CSA-72720)

Integrations

Real-time adherence monitoring encountered issues with data synchronization. The system failed to accurately track agent states for external workforce management integrations. (INT-56234)

Interaction Analytics (CXone)

  • Dataset filters incorrectly overrode proximity settings for keywords and phrases. Saving a search caused all proximity values to revert to the last entered number. (CXIA-9864)

  • The Intents Analysis widget failed to download data when the export button was clicked. The system did not populate the file after the request was initiated. (CXIA-10033)

  • Skill IDs were incorrectly stored as zero in Interaction Analytics. A field name mismatch during event deserialization caused the system to lose the skill data and block user visibility. (AN-138594)

  • Ingest messages were missing the required skill identifiers. The system failed to include the skill number in the data stream sent to Interaction Analytics. (CXIA-10395)

  • Users were unable to create editable versions of enriched models in Topic AI. The system blocked the creation of new models from the generic enriched version. (AN-139143)

  • Changes to keywords and phrases in search filters did not persist after updating results. Deleted items reappeared or moved to incorrect filter categories. (CXIA-10461)

  • Text in the Ask Analytics chat box did not wrap correctly. The input continued in a single line outside the visible bounds of the application tab. (CXIA-10498)

  • Transcripts were lost when saving an Interaction Analytics search that used a DNIS filter. The interaction text appeared blank immediately after the search was saved. (CXIA-10506)

  • Status synchronization between systems failed to function as expected. The application encountered issues maintaining consistent agent states across integrated platforms. (PIN-12142)

  • Auto Discovery failed to load and displayed a "Something went wrong" error. Insufficient compute capacity caused a backlog that prevented new models from being generated. (CXIA-11180)

  • Media redaction for playback was delayed by up to 12 hours. A change in the event source name caused the recording service to drop the redaction events. (AN-148389)

  • Interaction Analytics tags stopped working for users in certain regions. A language conversion error in the processing pipeline caused the tagging feature to fail silently. (AN-146900)

  • Transcripts for call recordings were delayed by more than 48 hours. The system hardware specifications were too low to handle the processing backlog in certain regions. (AN-149532)

  • Sensitive numbers like account and social security details were left unmasked in voice transcripts. The redaction logic failed to recognize numbers that contained an unexpected leading space. (AN-153645)

  • The Interaction Analytics export service stopped running for several days due to memory exhaustion. The system failed to automatically restart the service because the error was caught by an internal handler instead of crashing the process. (CXIA-11782)

Interactions Hub

  • When a user selected and shared an interaction from Interactions Hub, the notification icon appeared in the Search grid, but the Shared Interaction email was not sent. (CXAPP-32986)

Knowledge Hub

  • ServiceNow knowledge base links resolved to the wrong instance domain. The domain-extraction logic misinterpreted URLs containing extra dots and defaulted to a generic ServiceNow address. (CSA-85028)

  • BusinessOptix data sources failed to synchronize for several weeks. The system stopped triggering the scheduled sync, leaving the knowledge base outdated. (CSA-79141)

  • ServiceNow knowledge base links resolved to the wrong instance domain. The domain-extraction logic misinterpreted URLs containing extra dots and defaulted to a generic ServiceNow address. (CSA-85028)

Observability Dashboard

  • AutoSummary adherence scores incorrectly showed 100% when the suggested and actual summaries were completely different. The system treated zero-similarity scores as missing data and applied a default perfect score. (CSA-86184)

Personal Connection

  • Selecting a dialer disposition did not add contacts to the Do Not Call list when using the preview setting. The system failed to trigger the DNC orchestration for contacts that never reached an active state. (OB-32637)

Performance Management (Native)

  • Shareable wallboard URLs did not display metric data when accessed by users who were not logged in. The page only loaded the background logo and left widgets blank. (PMN-30700)

Salesforce Agent

  • Users received an error stating they had multiple consoles open when using Google Chrome. The application incorrectly blocked the pop-out console even when only one instance was active. (SF-15824)

Test Suite

  • Users with permissions assigned via secondary roles were unable to access certain

    applications. The system only recognized permissions from the primary role for the

    Test Suite and GenAI Prompts. (CSA-72720)

WFM

  • Workforce management forecasts showed incorrectly low average handle times. The system failed to properly include after-call work in the forecasted calculations. (CXWFM-80420)

  • The Manage Requests page froze when applying a 90-day filter. The system became unresponsive while attempting to process a large volume of historical trade requests. (CXWFM-81392)

  • Net staffing exports displayed incorrect numbers for scheduled agents. The exported data did not match the staffed agent counts shown in the workforce management module. (CXWFM-81445)

  • Exporting net staffing data for a one-week duration resulted in a timeout error. The upstream server failed to respond within the required time limit for the requested data range. (CXWFM-81650)

  • Manual changes to agent schedules were not recorded in the change history. This prevented administrators from viewing or reverting manual updates in the Schedule Manager. (CXWFM-81847)

  • The Zendesk data extractor crashed due to memory exhaustion. An unbounded tracking map caused the service to run out of memory and lose data during processing. (WFM-177178)

  • Users encountered false "modified by another user" conflicts when saving schedules. The system relied on the user's local computer clock, which caused errors if the time drifted slightly from the server. (CXWFM-85405)

  • Managers were unable to see all trade requests on the Manage Requests page. A shared data object caused a conflict during the search process, resulting in users being dropped from the results. (CXWFM-86849)

Known Issues

These are the current unresolved issues in NiCE CXone products. If a known issue has a workaround, that information is included.

ACD

  • The Automated Chat Messaging Timeout setting in the default skill assigned to the point of contact overrides the setting in any skill the contact is transferred to. You cannot use scripting to override or maintain certain timeout settings. So, be careful to avoid this issue when configuring scripts, skills, and points of contact.

Agent Workspace (Agent) applications

  • In a Presence Sync system, agents are sometimes unexpectedly changed from the available state to an unavailable state.

Agent Workspace for Salesforce Voice

  • When agents log in to Agent Workspace for Salesforce Voice using the Integrated Softphone, the dialpad doesn't appear. Agents must refresh the browser to load it.

Recording AppLink

  • Recording AppLink does not support multiple Recording Management (Engage) systems that are connected to a single NiCE CXone tenant.

  • Real-time capabilities, such as Real-Time Monitoring and Real-Time Authentication, are not supported in NiCE CXone for Recording AppLink users.

  • All agents imported from Recording Management (Engage) must have an email address listed in Recording Management (Engage). Agents without an email address are not created in NiCE CXone and their calls are not imported. This does not include calls for basic recording and unmapped users.

  • Teams in Recording Management (Engage) are not automatically synchronized with NiCE CXone but can be uploaded via the Bulk Employee Upload tool.

  • Recording AppLink can only import up to 50 business data fields.

  • Recording Management (Engage) comments, annotations, and categorizations are not supported in NiCE CXone.

  • NiCE CXone Role-Based Access Control (RBAC) by skill is not supported in NiCE CXone for Recording AppLink users.

  • Recording AppLink only uploads H.264 screen recordings to NiCE CXone.

  • When playing back imported recordings in NiCE CXone, the NiCE CXone player does not display pause and resume indications for the recording.

  • A Quality Plan by skill cannot be generated in NiCE CXone for Recording AppLink users. You can create a Quality Plan according to a business data field if the skill is populated into that field.

  • Users in Recording Management (Engage) who are defined with multiple agents are imported into NiCE CXone as a single agent.

Copilot for Agents

  • Autosummary generation sometimes experiences the following issues: 

    • Duplicate payment notes appear across multiple interactions.

    • Note generation sometimes fails for outbound calls.

    • Generation can be delayed by several seconds.

    • When a user edits a note to change the agent availability status or reenter a disposition, both the original and edited note are displayed.

Dashboard (Legacy)

  • Dashboard (legacy) sometimes refreshes data at random without the widgets loading the updated data. Because support is no longer available for this product, the solution is to upgrade to the new Dashboard application.

Digital Experience (DX)

  • Chrome doesn't require third-party cookies by default. If you use Chrome as your browser while using Digital Experience (DX) with MAX, enable third-party cookies to avoid issues.

Engagement Hub (Multi-ACD/Open)

  • In an Avaya DMCC Active/Active or multiple DMCC multi-datacenter telephony configuration, call recording may be impacted during an observer failover.

    • If a single observer fails over, the portion of the recording captured before the failover is available and playable, but the audio after the failover is missing.

    • If both DMCC nodes fail over simultaneously, calls that are active during the failover are not recorded at all.

    • In both cases, calls that begin after the failover completes are recorded normally.

  • Long calls (approximately 30 minutes or more) recorded via Avaya SIPREC integration may have missing audio segments, resulting in incomplete recordings.

Interaction Analytics (CXone)

  • If you want an agent's data to appear in the Agent Behavior Insight report, they need to have the Can be Evaluated/Coached and the Can be Analyzed employee attributes applied in the Admin application. You can configure this on the General tab of an employee profile. Currently, the Can be Analyzed employee attribute requires an Interaction Analytics (CXone) license. However, an upcoming update will eliminate the need for both QM and IA licenses to view agent data in the Agent Behavior Insights report.

  • The Interactions table sometimes doesn't show data in every column.

  • In some systems, the hold count isn't being recorded.

Interactions Hub

For Data Policies:

  • 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.

  • A Deletion policy will support up to 500,000 interactions. Litigation Hold and Litigation Release policies will support up to 10,000 interactions.

  • For Recording AppLink customers, no data will be shown in the Unmasked Sensitive Information widget.

  • When applying a policy, recordings moved or copied to the SEA are not affected. See Secure External Access.

Quality Management (CXone)

  • 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 Quality Management (CXone) Advanced license.

  • When a tenant has Quality Management (CXone) Advanced and Enlighten Behavior enabled but does not have an IA license, agent behavior scores are still displayed in the Agent Behavior report. In this scenario, the Can be analysed attribute is not required. Even without this attribute, behavior scores continue to appear for the affected tenant users.

Performance Management (Native)

  • In Wallboards the leaderboard slide displays a white circle instead of the user initials from the profile.

  • You cannot select attributes in the leaderboard and racing slides in Wallboards.

Platform

  • Contacts sometimes become stuck in the Dashboard.

Recording Management (CXone) and Playback

  • 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.

    • Hashtag

    • Team name

    • Group name

    • Skill name

    • Disposition

    Note that the text search works for any number of values.

  • Skill name search behaves differently when using underscores:

    • Skill names that include underscores (_) may not support expected partial search behavior. Underscores cause the full skill name to be indexed as a single value, unlike dashes (-) or spaces that break the string into segments for indexing. For example:

      • For WFM_QM_Support (underscores):

        • Searches on Supp, Suppo, and Support return results.
        • Searches on WFM, QM, and Sup do not return results.
      • For WFM-QM-Support (dashes):
        • Searches on WFM, QM, Supp, Suppo, and Support return results.
        • Searches on Sup does not return results.

      • Wildcard searches (for example, Sup*) return results in both cases.

    • For best results, use search terms with four or more characters. When creating new skill names, avoid using underscores if you need to search by individual segments.

  • 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.

  • 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.

  • For the following languages, be sure to search for interactions using exact text enclosed in quotation marks:

    • Chinese Simplified

    • Chinese Traditional

    • Japanese

    • Korean

  • 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.

  • 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.

  • 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.

  • Chat and email:

    • 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.

    • Playback does not support attachments.

    • The first segment in a chat only allows playback of the one segment. The full contact can be played back from subsequent chat segments.

  • For calls transferred to external phone numbers:

    • When transferring from the IVR, the external interaction is not recorded.

    • 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.

    • 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.

    • The interaction between the customer and external participant is recorded in mono mode.

    • 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.

  • Recording Management (CXone) 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • Sometimes a black screen appears during playback:

    • 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.

    • 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.

  • The alternatives are to install the application with non-administrative rights or to use a persistent environment.

  • 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.

  • In rare cases, playback of a call may fail, especially if the call is long, includes many redactions, and screen recordings. If this happens, you can try to play the call without the screen using the Enable Voice-Only Playback permission.

  • You may see duplicate annotations when adding an annotation to a call. This happens when you click Add again before the first request finishes, which creates multiple annotations at once. When this occurs, the Annotation tab’s navigation arrows become difficult to select. To avoid this, click Add only once and wait for the action to complete before clicking again.

    In future, the Add button will become disabled once an annotation is added to prevent multiple annotations being added at the same playback point. This fix is anticipated in the 26.3 release.

Reporting

  • Errors occur in the Activity Audit report and Change Audit report when the Time Period is set to more than the Last 7 days.

  • 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.

  • If you want an agent's data to appear in the Agent Behavior Insight report, they need to have the Can be Evaluated/Coached and Can be Analyzed employee attributes applied in the Admin application. You can configure this on the General tab of an employee profile. Currently, the Can be Analyzed employee attribute requires an Interaction Analytics (CXone) license. However, an upcoming update will eliminate the need for both QM and IA licenses to view agent data in the Agent Behavior Insights report.

  • Subscription emails for BI reports include incomplete reports with bad formatting.

  • The agent state between Dashboard and Supervisor Workspace (Supervisor) doesn't always match.

  • Agent activity data sometimes doesn't match between Data Share metrics and custom reporting metrics.

Supervisor Workspace (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.

Transcription

  • 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.

  • The language selection option on the Custom Vocabulary page for NiCE CXone 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 (CXone) application.

Voice

  • For calls handled with Integrated Softphone, the audio is sometimes garbled or inaudible during the first few seconds.

Workforce Management (CXone)

General NiCE CXone WFM

  • For NiCE CXone ACD users: WFM shows all actual agent states sent by NiCE CXone ACD. NiCE CXone ACD sends data differently to NiCE CXone applications. This means that the data displayed in one app can be inconsistent with the ACD data in other apps.

    For example, dialer states are sent to Supervisor and Legacy Dashboard but not to WFM. In these cases, they will either be displayed as available or won't be reported at all in WFM.

  • If you activated WFM for the first time after November 2022 and have the NiCE CXone ACD, the historical data may not be readily available to WFM. Contact Support to import the historical data from NiCE CXone ACD to WFM.

    Let's say you activated NiCE CXone ACD in April 2021. This is when historical data starts to get collected. Then, you activated WFM in November 2022. Because you have been collecting historical data for over a year, you should be able to use it automatically when generating a forecast.

    However, the forecast job says that there's no historical data (in step 2). To solve this, you need to contact support. They will import the historical data that you collected into WFM.

  • 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.

  • The Payroll API exports existing future schedules of inactive agents, even when they are not visible in the Schedule Manager page.

Intraday

  • 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.

  • 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.

  • Reload handling order may not match the upload files order.

  • Intraday widgets are no longer available in Legacy Dashboard app.

  • 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.

  • After creating a new WFM skill, it would take up to one hour until data from it can be properly ingested to intraday.

RTA

  • 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.

  • 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

  • When a schedule is generated using a forecast job, the system does not currently show which forecast job was used.

  • When editing intervals within a forecast job, only future intervals impacted by the change flow through to downstream components. Past intervals, even if modified, remain updated in the forecast job but do not propagate beyond it once the user clicks Done.

  • Only forecast jobs created after the Adjust Forecast Flow Through feature is activated are marked as Active and can be edited.

    • Forecast jobs created before activation and already used for scheduling appear as Today and cannot be edited unless deleted and reconfigured.

    • Forecast jobs used for schedule generation after activation appear as Active and can be edited.

    • Editing is supported only for Active forecast jobs. Jobs that are not active (created before activation and not used post-activation) cannot be modified due to system infrastructure and API limitations.

  • In Schedule Manager, the net staffing values are not getting updated upon applying the Groups and Activity Codes filters.

  • 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.