The date provided for each update is the date it was ready for release. Watch for a notification about when your organization will receive it. It will generally be within two weeks of the given date.
Fixed Issues
Pipeline Update 172
Published 15 April 2025*
Interaction Analytics
-
When a dashboard was filtered by team name, no data appeared in the Enlighten Summary and Behavioral Metrics widgets.
-
If a system had redundant rules, it took a long time to analyze calls.
25.1 Cumulative Update 3
Published 25 March 2025*
Agent Applications
-
IEX schedules were no longer available after the 25.1 update.
-
The list of dispositions was sorted alphabetically instead of by priority.
-
When an agent received back-to-back calls, the contact panel took a few seconds to display for each call after the first.
AutoSummary
-
AutoSummary sometimes failed to appear in the disposition window even when the summary was generated and available.
Data Share
-
The Data Share disposition data didn't match the disposition reports pulled from Reporting.
Digital Experience
-
In certain systems, email cases were not being routed to the Digital skills.
IEX WFM Integrated
-
CXone Mpower showed contact counts that did not match IEX, with CXone Mpower usually showing higher counts.
-
Certain data didn't match between CXone Mpower reporting and IEX.
-
Data was missing for a specific interval.
Reporting
-
The CDR Plus Disposition data download report showed an error in the start_time column.
Studio
-
PopURL and Runapp actions were erroring on the tenant, taking the error branch without providing useful information.
Pipeline Update 171
Published 25 March 2025*
Agent
-
If AutoSummary was disabled, adaptive cards were not generated.
Copilot for Agents
-
In certain configurations, KB answers weren't displayed when inserted.
Digital Experience
-
In some systems, digital hours of operation times were reverting unexpectedly.
-
HTML was being incorrectly rendered in the legacy report activity log.
-
Routing customers to the preferred agent wasn't working correctly with the configured fallback time.
-
Bot Builder plugin message text that contained quick responses was cropped in the chat window, making part of the message unreadable.
Guide
-
The precontact form was not displaying when chat was loaded via guide.
Interaction Analytics
-
The intent shown by Interaction Analytics was sometimes incorrect.
Reporting
-
Users received an "Internal Server Error" when trying to run the Evaluations Question and Answer Details report.
25.1 Cumulative Update 2
Published 4 March 2025*
ACD
-
In some systems, the priority of a contact was reset after a refusal.
ACD Routing
-
With channel lock enabled, digital contacts routed to agents who were already handling calls.
Agent
-
Copilot for Agents topics weren't working as expected.
-
Agents sometimes saw blank screens during live calls. They had to refresh the application to regain functionality.
Agent for ACS
-
Email and chat transcripts didn't appear in ACS as expected.
Copilot for Agents
-
Agents sometimes didn't receive a final summary for an interaction even though one had been generated.
IEX WFM Integrated
-
Sometimes data was missing for inflight records.
Platform
-
Callbacks derived from voicemails weren't recorded.
Reporting
-
Reports didn't show data for February 9th, 2025, even though data was available for that date.
-
Scheduled reports stopped running and weren't sent to recipients.
-
Custom report filters didn't recognize Japanese characters and displayed them as "???".
Studio
-
In some environments, the COUNTAGENT values were sometimes lost during script execution.
-
The SetAgent action didn't work with PreAgent enabled.
Pipeline Update 170
Published 4 March 2025*
ACD Routing
-
Contacts were routed out of order when they had additional routing criteria, such as proficiency or routing attributes.
Digital Experience
-
When an interaction was closed without being assigned to an agent, it was not removed from the queue. This caused queue numbers to increment by one.
Interaction Analytics
-
Users could edit the Quality Management portion of the Quality Management Advanced category sets. Out-of-the-box categories shouldn't be editable.
-
For new customers, Interaction Analytics included the old dataset category functionality instead of the new.
-
Rules using the function “find all phrases within __ seconds” sometimes returned false positives.
-
Language model category rules that used the InteractionDurationSeconds metric didn't work correctly.
Reporting
-
The subject line for emails containing scheduled reports changed. This caused issues with automation jobs that identified the report based on an expected subject line.
-
Scheduling data download reports sometimes didn't work.
25.1 Cumulative Update 1
Published 11 February 2025*
ACD Routing
-
When an agent ended a call immediately after receiving it, the routing of the next call to that agent was delayed.
Agent Applications
-
In Agent Embedded and Agent Integrated, agents were automatically set to an unavailable state if they reloaded the page.
-
When an agent called another agent, and the receiving agent had auto-accept turned on, the receiving agent didn't have call controls.
-
Accept call functionality did not work for Jabra call controls under certain scenarios when the WebRTC extension was installed on the browser.
-
When a user unassigned and reassigned a digital interaction to the same agent, duplicate screen pops opened.
-
In Agent Embedded for Salesforce, the refresh button on the Customer Card disappeared when no search records appeared in the Related Interaction panel.
MAX
-
The ACW
State that allows an agent to complete work requirements after finishing an interaction timer kept running even after the threshold was reached, resulting in the agent call workspace not closing.
Data Share
-
Under certain conditions, some metrics related to Digital Experience contained duplicate values.
Reporting
-
When users modified custom report schedules, they couldn't add new email addresses to the distribution list.
-
In some systems, the IVR Press Path report showed no data in the downloaded file.
Studio
-
In rare cases, a script was empty and inaccessible when opened in Desktop Studio.
-
Sometimes, a script containing a Page action with custom branches would not load, and users received an error message.
-
REQAGENT for chat contacts did not hit the Error branch when the contact was in InqueuePreview status.
Pipeline Update 169
Published 11 February 2025*
Digital Experience
-
Contacts were closed by the contact inactivity timeout despite having recently sent messages.
-
Agents who only had reply permissions were able to unassign or dismiss open cases and to transfer to skills.
-
Intermittent 502 errors occurred when saving changes in the Agent Occupancy section.
Platform
-
SSO users couldn't use direct login due to a problem with the SSO login URL. Those users had to log in manually instead.
Recording
-
The contact was present in the Contact History but not in the Interactions Hub. When attempting to play the recording in Contact History, no recording was available for the contact.
-
The activity audit report did not update properly, showing fewer login events than expected and missing the UserHub parameter under the Application filter for recent dates. The issue was due to invalid change audit events being published on the activity audit stream.
25.1 Release
Published 30 January 2025*
ACD
-
Audit history for a point of contact sometimes didn't include details for ModifiedBy or ModifiedDate.
-
Audit history for outbound skills sometimes showed WFOCountReskills being enabled when no one had enabled it.
-
FedRAMP users received a 403 error when they tried to upload WAV files on the Browse ACD Files page.
-
Users couldn't create new campaigns.
-
When a user tried to add an unavailable code to a team, the channel lock configuration changed from disabled to enabled or vice versa.
ACD Routing
-
Rarely, digital cases weren't routing correctly.
-
In some systems, agents were receiving more contacts than were configured for the Total Contact Count in their ACD Users profile.
-
Calls that were transferred out of the system with a Studio script sometimes transferred back when an agent became available.
-
Contacts weren't being routed to agents who had recently been added to certain skills.
-
Agents got stuck in the dialer state after completing a Personal Connection call.
-
Contacts were not routed to the agent with the longest availability.
Adapters
-
Account mapping failed for Microsoft Teams if the domain name contained a dash (-).
Admin
-
When users modified an employee profile from the CXone Mpower interface, at least one attribute had to be selected or the changes wouldn't save.
-
Bulk user downloads failed.
Agent
-
When an agent performed a cold transfer to an external number and then received another call, an error message appeared that said "Unable to transfer the call."
-
Visual notifications did not work in the Agent Embedded for Salesforce.
-
In Agent Embedded for Salesforce, when agents handled multiple chats, the active chats would randomly switch.
-
The Agent browser pop-up did not open on the first try after the user cleared their browser cache.
-
Ringing notifications didn't work when a Personal Connection contact was delivered for preview in Agent.
-
Blind transferred calls to the agent's personal queue became stuck until the agent logged out.
API
-
Using the Media Playback API to pull a recording resulted in a timeout.
-
The report-jobs call returned data with the report template format instead of the format customized with the API.
-
The Report API did not respect the includeHeaders parameter, always returning headers.
-
An error occurred when calling the agent state-history API call, affecting performance across API versions.
-
The contact custom-data API call didn't retrieve digital contacts.
-
The /dfo/3.0/contacts/contact_id and /dfo/3.0/contacts/contact_id/messages calls returned different counts for inbound messages by sentiment.
-
The Agent focus API did not trigger correctly when cases were auto-assigned with the accept and reject options.
-
The Interaction Analytics API sometimes returned 500 errors for each call.
Bot Builder
-
Users were sometimes unable to load old conversations.
Copilot for Agents
-
Sometimes the autosummary didn't generate.
Legacy Dashboard (Legacy)
-
In the Queue Counter widget, the longest wait time reset after 24 hours.
Data Share
-
AGENT_CONTACT_FACT showed a value of 0 for Active Seconds when it shouldn't have.
Developer Portal
-
Running GET /security-profiles on the Developer Portal returned "RangeError: Maximum call stack size exceeded".
Digital Experience
-
The Case and Messages tabs of a customer card didn't show everything.
Feedback Management
-
Digital surveys with the Working copy status showed the options to download spec and upload contact when neither should have been available.
-
In some systems, response records weren't synching back to Salesforce.
-
In the Distribute tab of a digital survey, the Dx Bucket drop-down was distorted.
-
In some systems, the primary status would change to 'invitation not sent' after the invitation was opened.
-
On OS Enterprise, when a user updated the provider and comment, a duplicate record was created.
-
In some systems, the survey name filter value wasn't being populated with the default filters present in the Invitation Records and Response Details charts.
-
Contacts sometimes received duplicate survey invitations.
-
Sometimes the email survey response page displayed the default version one question when it was set to version two.
Interaction Analytics
-
Interactions sometimes didn't show categories and sentiments, even if the call was short.
-
Transcripts took a long time to load when they were opened from the Interactions widget.
-
RTIG scores took a longer time than expected to show up.
-
The greeting phrase alert was happening when it shouldn't have been.
-
Teams with names containing a colon (:) didn't appear in the Behavioral Widget.
-
The AutoSummary feature converted non-English characters to question marks.
-
In some systems, some language models were missing.
-
In some systems, the reprocess data function froze and data was not updated.
Personal Connection
-
Proactive XS wasn't loading new leads in some systems.
-
The timestamp on proactive emails showed the wrong date.
Platform
-
In some systems, the OpenID Connect access URL returned an error.
-
Security in the forgot password workflow has been strengthened.
-
Sometimes screen recording wouldn't end until an agent received a new call.
-
The calendar in Interactions defaulted to 12:00 AM instead of 11:59 PM for end times.
Reporting
-
Pulling reports via SFTP only pulled half of the report.
-
The Skill Performance prebuilt report showed inconsistent data.
-
The Active Contacts prebuilt report didn't show the Terminate Contact button.
-
In some systems, users couldn't access the Real-Time Interaction Guidance Behaviors and Phrases report, and the Real-Time Interaction Guidance Phrases report didn't run correctly.
-
The Admin and Agent CXone Login report displayed team IDs instead of team names.
-
Under certain circumstances, a user could not retrieve data in QM reports.
Studio
-
Inbound phone scripts became stuck if they included a lot of Wait or Signal actions.
Workforce Management
-
Unable to Approve Request in CXone WFM.
-
Unable to add a third skill within skill allocations under the Forecasting profiles.
Pipeline Update 168
Published 14 January 2025*
Agent
-
For agents using the Agent WebRTC Extension, the pop-up message prompting agents to enable microphone access appeared only when they first logged in to Agent and when Agent refreshed. In version 1.0.13 of the Agent WebRTC Extension, the pop-up message appears each time the agent is unable to accept a call because they haven't enabled microphone access. This makes the issue clear for agents to identify and resolve. To see this update, download the most current version of the Agent WebRTC Extension from the Chrome web store
. -
Changes to the WebRTC gateway in ACD Users did not apply immediately. This has been fixed in version 1.0.13 of the Agent WebRTC Extension. To see this update, download the most current version of the Agent WebRTC Extension from the Chrome web store
.
Cumulative Update 7
Published 17 December 2024*
Features and fixes in this update will begin deploying in early January.
Features for Agent, Agent Embedded, Agent for Microsoft Teams, and Agent Integrated have been released with this update.
ACD
-
Disposition classifications for negative DNC interactions were erroneously prepended with 'Preview Reject -' for standard dispositions. This has been removed.
ACD Routing
-
In certain systems, agents who were configured to handle one contact at a time sometimes received a call when they were already handling a live chat.
-
In systems where the routing script contained two ReqAgent actions, the GetQueue action sometimes returned the wrong value for longest queue.
-
In certain systems, an event caused routing to pause temporarily.
-
In certain systems, an event led to routing delays.
-
In certain systems, digital contacts were sometimes delayed in routing to available agents.
-
Changing the assignment of a digital interaction from one agent to another failed.
-
Digital contacts sometimes took a couple minutes to route when agents were available.
Agent
-
Audio notifications didn't occur when the agents using the Edge browser didn't have the browser in focus.
-
When auto accept was enabled, the Accept and Reject buttons were available when agents had Agent in a smaller view.
-
In chat skills where a disposition was required, the disposition window was disabled when the chat interaction ended.
-
Agents were able to transfer real-time work items to persistent work item skills, and vice versa, but the transfers failed. Agents are no longer able to transfer to work item skills of an incompatible type.
-
When an agent selected a contact in the contact history report, the previously selected contact was still shown. The agent had to click the contact again to see the right information.
-
When an agent entered a search and pressed Enter in the directory, only skills appeared. Team and agent lists didn't appear.
Legacy Dashboard (Legacy)
-
The Skill widget didn't show digital skills.
Personal Connection
-
When a user downloaded existing skills, the Abandon Message Path for dialer skills was populated with the Answering Machine Message Path.
Platform
-
For certain conferencing scenarios, call recordings for short calls would be five hours long.
-
Some externally transferred call recordings showed a duration of five hours.
Reporting
-
In some systems, scheduled reports failed to run.
-
The CDR Plus Disposition data download report showed data outside the specified time period for Digital Experience email contacts.
-
An event led to real-time dashboards either not loading or not reflecting accurate data.
Studio
-
In certain systems, the execution time for GetQueue was longer than it should have been.
-
When the Unlink action was triggered in a call transfer scenario, the agent's leg didn't disconnect from the call. Instead, the second call connected to the transferred call, merging the two.
Out-of-Band Releases
Performance Management (Legacy)
December 2025 Fixes
Deployed 17 December, 2024*
-
Opening a Coaching Admin form resulted in a stuck loading screen and the form not loading.
-
Users couldn't change the owner of a dashboard.
-
The Coaching Admin loaded slowly.
-
Updated pictures sometimes didn't appear when users previewed widgets.
-
Rules on the Rules Engine page showed the wrong start date except during editing.
-
In an exported Calculated Metric Breakdown widget, the file header showed the wrong date range.
-
The exported Reporting Set widget displayed the wrong end date.
-
The Calculated Metric Breakdown widget metrics showed twice the value of the same metrics in the Summary widget with the same filters applied.
-
When users previewed the email where a subscription was received, the Excel report displayed the message "An error occurred while exporting" and no data was displayed.
-
When the Interval widget breakdown was set to Groups, custom metric names weren't displayed.
-
When a user created a new game, the folder field auto-populated and the user couldn't move on to the next steps.
-
During configuration for the Lift widget, Metric 1 and Metric 2 in the Display section didn't respond to the chosen metrics.
-
The Summary widget didn't show the expected dates after daylight savings time ended.
-
Users couldn't rename metrics on the Summary slides after the layout changed.
-
When agents exported the Coaching Sessions, the session notes sometimes contained HTML.
November 2024 Fixes
Deployed 21 November 2024*
-
Adding an email for a subscription sometimes produced an error indicating a symbol in the email address, but the symbol was required to receive emails.
-
The columns in the Transfers widget appeared compressed.
-
Some of the column options for the ETS Custom widget were always selected and could not be removed.
-
When users created a subscription and previewed the email, the Excel report showed the message "An error occurred while exporting" and didn't show any data.
-
Column widths weren't saved when auto-sizing was applied to the Interval and Summary widgets. The columns reverted to their previous widths after the dashboard was refreshed.
-
Sometimes users couldn't export export widgets from shared dashboards.
-
The sidebar menu would glitch when users clicked the different dropdown menus.
-
When the Games widget was placed on the right and the cursor hovered over the Collect button, the expected data appeared off screen.
-
When users exported or sent reports via subscription, all columns were included in the generated reports instead of only those selected in the widget.
-
When a metric with a custom name was selected, the Calculated Metric Breakdown widget continued to display the default name instead of the custom name.
-
If a user created and reviewed coaching sessions, text would overflow from the Notes section and prevent the user from fully viewing the notes.
-
When the Interval widget had the Day of Week filter applied, some data fields incorrectly showed 0. Similarly, when the Breakdown table was filtered by Contact Groups, the Groups row totals showed as 0; when the table was filtered by Breakdown, the intervals, row data, and totals were incorrect.
-
The column on the Users page didn't have adjustable widths.
-
Some widgets didn't show a preview of the widget when a user hovered over them.
-
When a user changed the order of the columns in the Outstates and ETS custom widgets, the changes were reverted when the page was refreshed.
-
In the Current Contacts widget, the Direction and Media Type columns didn't work correctly if a user customized the width.
-
The Announcement page didn't load any data.
-
When selected for a dashboard, the Transfer widget appeared in the bottom left corner and couldn't be moved until it had been resized.
Salesforce Agent
Fixed issues for the current Salesforce Agent release and the two previous releases are available on the Salesforce Agent Release History page.
Known Issues
These are the current unresolved issues in CXone Mpower products. If a known issue has a workaround, that information is included.
ACD
- The Automated Chat Messaging Timeout setting in the default skill assigned to the point of contact overrides the setting in any skill the contact is transferred to. You cannot use scripting to override or maintain certain timeout settings. So, be careful to avoid this issue when configuring scripts, skills, and points of contact.
-
The template download for managing multiple call suppression profiles isn't working correctly.
Agent applications
-
In a Presence Sync system, agents are sometimes unexpectedly changed from the Available state to an unavailable state.
-
The outcome panel in the Agent workspace doesn't work when the case unassigned trigger is active, preventing agents from completing necessary actions.
-
Agent goes to a blank screen during Personal Connection dialer calls.
Agent for SCV
-
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.
AppLink
-
AppLink does not support multiple Engage systems that are connected to a single CXone Mpower tenant.
-
Real-time capabilities, such as Real-Time Monitoring and Real-Time Authentication, are not supported in CXone Mpower for AppLink users.
-
All agents imported from Engage must have an email address listed in Engage. Agents without an email address are not created in CXone Mpower and their calls are not imported. This does not include calls for basic recording and unmapped users.
-
Teams in Engage are not automatically synchronized with CXone Mpower but can be uploaded via the Bulk Employee Upload tool.
-
AppLink can only import up to 50 business data fields.
-
Engage comments, annotations, and categorizations are not supported in CXone Mpower.
-
CXone Mpower Role-Based Access Control (RBAC) by skill is not supported in CXone Mpower for AppLink users.
-
AppLink only uploads H.264 screen recordings to CXone Mpower.
-
When playing back imported recordings in CXone Mpower, the CXone Mpower player does not display pause and resume indications for the recording.
-
A Quality Plan by skill cannot be generated in CXone Mpower for AppLink users. You can create a Quality Plan according to a business data field if the skill is populated into that field.
-
Users in Engage who are defined with multiple agents are imported into CXone Mpower 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.
-
Data Share
-
There are no notifications when Fink applications aren't running. This can lead to a delay in response times and problem detection.
Digital Experience
-
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.
-
Agents are being assigned contacts for skills they are not currently active in.
Feedback Management
-
The Full Survey Detail page may take a while to load survey records that are over a year old. If you need to look at old survey records often, use the Response Details chart instead. It loads data quickly from the data warehouse.
Interaction Analytics
-
Digital SMS and WhatsApp playback links in Interactions Hub show an error message indicating the contact cannot be found.
-
Data in the AutoDiscovery tool sometimes doesn't load.
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 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
- 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 QM Advanced license.
Performance Management Next Generation
-
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
-
The Supervisor dashboard shows the wrong count of agents who are logged in.
Recording 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.
-
-
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 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.
Reporting
-
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.
-
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.
-
The Skill Proficiencies Detail report doesn't load.
-
Reporting counts for incoming calls do not match between different reports.
Salesforce Agent
-
In Salesforce Agent Classic, email drafts can be deleted after switching from chat to email.
Studio
-
Trace events are sometimes lost for certain scripts.
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.
-
When a supervisor is screen monitoring an agent, the screen freezes if the agent locks their screen, causing the supervisor's view to become unresponsive. To resolve this issue, the supervisor needs to manually end the screen monitoring session.
Workforce Management
General CXone Mpower WFM
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For CXone Mpower ACD users: WFM shows all actual agent states sent by CXone Mpower ACD. CXone Mpower ACD sends data differently to CXone Mpower applications. This means that the data displayed in one app can be inconsistent with the ACD data in other apps.
For example, dialer states are sent to Supervisor and Legacy Dashboard but not to WFM. In these cases, they will either be displayed as available or won't be reported at all in WFM.
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If you activated WFM for the first time after November 2022 and have the CXone Mpower ACD, the historical data may not be readily available to WFM. Contact Support to import the historical data from CXone Mpower ACD to WFM.
See example
Let's say you activated CXone Mpower ACD in April 2021. This is when historical data starts to get collected. Then, you activated WFM in November 2022. Because you have been collecting historical data for over a year, you should be able to use it automatically when generating a forecast.
However, the forecast job says that there's no historical data (in step 2). To solve this, you need to contact support. They will import the historical data that you collected into WFM.
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Data of inactive agents for whom schedules were already published is retained. As a result, these inactive agents' data is getting populated in the adherence reports.
This can be avoided. Deselect the inactive agents in the Filter Data while running the reports. This will exclude the inactive agents' data from getting populated in the adherence reports.
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The inactive agents and their data are shown in the time utilization report. This occurs when agents' schedules for future dates are generated prior to deactivation. The agent's data will continue to be displayed in the report for the duration of the generated schedule.
For example, Agent A's schedule was made on 1 May 23 and lasts until 30 September 23. Agent A was deactivated on 24 June 23. Even though Agent A is deactivated, the data will remain on the report until 30 September 23.
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The Payroll API exports existing future schedules of inactive agents, even when they are not visible in the Schedule Manager page.
Intraday
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If incorrect ACD data was received or no data was received at all, Intraday can still get updated with the correct data when the issue is solved.
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If Skills or Scheduling Unit mapping are changed after the file start time, then processing the file may end with either unexpected or partial data in Intraday Manager.
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Reload handling order may not match the upload files order.
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Intraday widgets are no longer available in Legacy Dashboard app.
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When exporting, the file may be missing data if you select more than 50 skills. To avoid missing data, try lowering the date range or exporting twice with a shorter date range for each export. Let's say you want to export 50 skills over 14 days. Try exporting twice, each export for 7 days.
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After creating a new WFM skill, it would take up to one hour until data from it can be properly ingested to intraday.
RTA
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Real-Time Adherence (RTA) displays agent adherence in real time. Because the page refreshes often, it’s recommended to have a focused view. This means that you limit the number of displayed agents to under 250. You can lower the number of displayed agents by using filters.
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Some mapped activities may be displayed as unmapped in Real-Time Adherence. If this happens, try to enter the mapped activity in the ACD mapping page and click Submit.
Scheduling
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In Schedule Manager, the net staffing values are not getting updated upon applying the Groups and Activity Codes filters.
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The new schedule manager web app might take a bit longer to load agent schedules. This delay helps the data load in the background, using less memory and stopping the web page from crashing. A better fix is planned for future updates.